Archive: CRM and customer experience

starbucks-coffee

Drinking Starbucks digital brew

Maybe they might think about paying some more tax here and there, but Starbucks is setting an example when it comes to the use of digital, social and mobile to extend its brand beyond the bricks and mortar.

Nike_Tick_Logo_by_Tie147

Nike's world class service

World class service often appears to be a myth. Yet some companies are getting it right, leveraging digital channels and benefitting accordingly. More important, customers are the recipients of a consistent and pleasant service. Nike is in that class.

Two businessmen race with laptops in competition - © alphaspirit - Fotolia.com

CRM Idol year three is here

CRM Idol is the must do competition for those start up and small companies in the CRM and social CRM spaces. Past winners and competitors have gone on to great things. This year, diginomica is providing a couple of prizes as a way of giving back. Come join the fun.

Jeroen Tas, Philips

The ‘trust imperative’ for CIOs

IT leaders like Jeroen Tas of Philips are being challenged to create a strategic vision for how their organizations can exploit the vast amounts of customer data becoming available to them through big data initiatives – while instilling and growing customer trust.

NikeTown storefront

Clicks and bricks: the future of retail

Instead of wiping out bricks-and-mortar retail, the internet is bringing a new type of shopping experience to town centers and malls. While retailers who don't adapt are failing, a new breed is finding success.

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Are we done with social?

The notion of the 'social enterprise' seems to be fading. It hasn't worked as a concept except among a very small number of businesses. Instead, we are seeing competing ideas emerging. One is the 'customer company' which we will return to later. The other is 'networked enterprise,' a concept with a more expansive vision.

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Infor: sucking less

Infor has a new and attractive UI, a comprehensive integration story and is starting to make moves in the mobile space. But are these enough for the company to 'suck less' and brings its customers into the 21st century? It is too early to say but early signs are promising.

accounting

UK cloud accounting in 2013

What's happening in the SaaS/cloud accounting market? Quite a lot. The main players are all growing at a rapid rate while the big brand of Sage seems to be dragging its heels. The stage is set for an interesting 2013-14 as Xero, FreeAgent and KashFlow continue to grow at mid-double digits. More important though, their innovations are changing business for the better.