♦ Marketing to a digital butler: Customer engagement in a VRM empowered world

In my previous post, I referenced Paul Greenberg’s brain dump of technologies, concepts, and theories that are pulling the CRM community toward a larger market of customer engagement.  CRM innovation is shifting from delivery of technology [footnote] By that I mean taking decade old CRM technology from on-premises to the cloud, with little customer oriented […]

♦ CRM’s evolution toward customer engagement

Over the last two years, mergers and acquisitions have driven many of the headlines in the CRM world [footnote] Disclosure: I’m back at Oracle via their acquisition of RightNow Technologies, a CRM/CX cloud vendor. [/footnote].  We’ve watched the broadest consolidation that CRM has seen in nearly a decade. At the same time, Gartner predicts the CRM market, […]

The corroding value of the internet cookie, and an opportunity to shape a new market

Several years ago, I first heard Doc Searls make an amusing comment about one of the basic elements of the internet universe, the browser cookie.  With full credit to Phil Windley, Doc’s historical summary of ecommerce (and much of the modern internet) went like this: A brief history of ecommerce can be summarized as this- […]

Google’s take on the customer journey

These days, the customer journey has grown more complex. Before making an online purchase decision, a customer may engage with your brand through many different media channels over several days. This tool helps you explore and understand the customer journey to improve your marketing programs. via The Customer Journey to Online Purchase – Think Insights […]