Archive for the ‘Customer Relationship Management’ Category

Creating a customer-led company culture

June 17, 2014

Customer-led CultureEmpowered customers are shaking the foundations of industries everywhere. Compared to the old way of doing business, today’s customer revolution is driven by a set of self-reinforcing, customer-first paradigms.

In this new order customers set the agenda by establishing the terms of engagement; customers increasingly provide inputs for new products and services, which they assume will come personalized for them; customers expect companies to listen and learn from their everyday experiences and get respect when things don’t go as planned. In this emerging world a customer-led marketing culture can be a company’s competitive edge.

While a few companies “get it”, most still need to adapt to these unusual and fast-changing times. At such firms CMOs and other business leaders should consider several steps to develop and foster a customer-led company culture: (more…)

Customer-led marketing is your competitive edge

April 8, 2014

Customer RevolutionCountless companies across industries claim to focus fully on serving their customers. Only recently however, has the balance really shifted, putting customers firmly in the driver’s seat.

Whether they are consumers or business buyers, today’s customers are often more tech savvy than the companies that serve them. They have increasing access to insightful, comparative information on suppliers and their offers; they now have the ability to express satisfaction or shout out their discontent to friends and peers and they are ready to switch providers when needed.

To serve today’s generation of consumer and business customers, companies must accept that customers are now in charge, and winning their business means creating a customer-led marketing culture. (more…)

Analyzing B2B Web behaviour can improve user engagement and boost qualified leads

February 19, 2014

B2B MarketplaceAs e-commerce continues proliferating across all sectors, more and more B2B companies are using the Web not just to provide their prospects with an online corporate brochure and product catalogue, but also as a way to establish and nurture customer relationships, in combination with traditional channels, while driving business.

Marketing leaders at B2B companies that are making the shift to a more Web-centric business model must place greater attention to their clients’ online behaviour in order to gain insights into how prospective buyers choose to interact with them when deciding if and what to buy. (more…)

Connect with your clients to co-create new value

May 27, 2013

Connect with your clients to co-create new valueThis past week I attended Salesforce.com’s Customer Company Tour in Paris, where they showcased the various products and services that form their Customer Company vision.

During the introductory keynote presentation, Salesforce co-founder Parker Harris laid out 5 questions that companies must answer in their quest to become a customer company.

Viewed more broadly these issues are about becoming more relevant to clients by connecting, listening and collaborating with them through direct, interactive relationships, leading to the co-creation of more relevant and unique customer value propositions. (more…)

Externalize marketing? Why it makes business sense

May 6, 2013

Externalize marketing? Why it makes business senseMarketing has become more specialized and strategic than ever. Customers are more vocal and increasingly deal with companies on their terms; New companies can serve clients in new markets and compete with established ones more easily, and companies have an increasing range of ways to create and deliver targeted value to their clients, while precisely measuring the effects.

To thrive in this ever changing, high-stakes world, business leaders must invest in professional marketing capabilities to better serve clients and compete.

So what what does this mean for today’s technology firms? (more…)

The power of consultative value selling: Get from “maybe” to “yes”

April 11, 2013

The power of consultative Value Selling. Get from maybe to yes.Today’s technology companies use different commercial approaches to attract clients, with some more effective than others.

Examining most commercial pitches reveals consumer and business propositions that are constructed in one of the following ways:

  • Direct sales propositions focus on the features and characteristics offered to clients by a product or service. (e.g. a PC with 2GHz processing speed)
  • More on-point client proposals focus on the practical benefits that clients can receive from buying a given product or service. (e.g. a quicker and higher performing PC)
  • Even more relevant propositions highlight the favourable points provided by an offer relative to the next best alternative. (e.g. a quick and high performance PC offering more choice of software than a Mac)

However, the most client-driven proposition is one that resonates with a customer’s particular needs and demands, offering them what they really value. (e.g a PC that provides “the right mix of performance, design and value-added services to meet your everyday demands.”)

Designing and selling a custom client value propositions is especially applicable for complex offers, where clients have a lot to consider, and for uncertain times, where they may need to be fully convinced before buying.

So how can companies get more clients from “maybe” to “yes”? (more…)

Young tech companies must operate less like products and more like client-driven businesses

March 19, 2013
Satisfy client needs

Focus on satisfying client demands

Today’s technology sector is a very innovative, fast-changing and competitive area, where dozens of new multi-device services come online daily.

In this setting there are many early-stage companies – particularly in Web, Software and devices – that have become quite good at designing elegant and useful products to serve their initial clients.

However, to thrive early-stage companies need to operate less like product development houses and more like businesses. (more…)

Marketing is now a 2-way street, which not even technology companies can avoid

March 5, 2013
Marketing is now a 2-way street

Marketing is now a 2-way street

Marketing is experiencing drastic changes as interactive and digital technologies begin to replace mass media as its foundation. Both consumers and business clients are no longer a passive audience waiting to be showered by company ads and billboards.

Today’s digital, interactive and social media capabilities empowers any customer to speak up on their experiences and opinions, whether good and bad.

This has created a fundamental shift in customer-supplier relationships, that not even small or specialized technology firms operating off of the business main-street can escape. (more…)

How to quench the growing thirst for relevant, high-quality content

February 11, 2013
Quench the growing thirst for rich content

Quench the thirst for rich content

Within today’s growing digital world relevant online content is becoming the core material for all B2B and B2C marketing initiatives.

Relevant content allows prospective clients to conduct meaningful research, discover the practical benefits of new offers, learn about others’ experiences and build a case to justify any new purchase – all important steps in generating company growth.

But what if a technology company has trouble satisfying its clients’ growing thirst? (more…)

Marketing helps light the path for today’s CEOs

January 30, 2013
How marketing lights the CEO's path

How marketing lights the CEO’s path

The economic backdrop of the past decade has been filled with volatility and uncertainty. To get through it, companies from all sectors, including technology, have had to become more resilience by quickly adjusting to today’s shocks, while taking pre-emptive measures for the future.

In its 16th Annual Global CEO Survey, PWC, the world’s largest professional services firm, asked over 1300 CEOs worldwide what they saw as today’s critical business challenges and opportunities.

Within this volatile environment, more than ever, a marketing approach is helping to light the path forward for CEOs by providing key insights on markets and customers, and by helping to direct strategy to better satisfy client needs, while fighting off competitive threats.

(more…)