Partners in Excellence

JANUARY 7, 2025

One of the teams had been looking at leveraging some technology solutions to support the transformation. More as part of their learning process, they arranged meetings with a few leading companies to see if these types of tools might support what they were trying to achieve. You could see him shifting into “need identification.”

Process 127

Process Strategize Clients Technology 127

Martech

SEPTEMBER 9, 2024

I am the first generative AI chatbot for marketing technology professionals. Answer: Calculating customer acquisition cost (CAC) is a straightforward process that involves determining the total costs associated with acquiring new customers and dividing that by the number of customers acquired during a specific period.

Customers 114

Customers Commission Customer Relationship Management Retail 114

Martech

DECEMBER 4, 2024

Retailers must find the right balance between keeping customers satisfied and protecting their bottom line, making returns a key factor for building customer loyalty. Ecommerce returns: The challenge of keeping customers happy and profitable The global ecommerce market is rapidly growing, projected to rise from $6.3

Customers 124

Customers Retail Represent Contact 124

Martech

SEPTEMBER 11, 2024

Organizations often claim to be customer-centric. Many companies operate with rigid boundaries between the marketing, sales and customer success departments. This creates artificial barriers that negatively impact customer satisfaction and the company’s bottom line. UX/UI is in charge of making life easier for customers.

Cross-sell 115

Cross-sell Customers UX A/B testing 115

Martech

AUGUST 2, 2024

How well does your organization know how customers engage with your brand? Customer journey maps can’t fix all of these problems, but they do give businesses the opportunity to visualize the various touchpoints and experiences our customers pass through as they move from awareness to post-sale. But we’re rarely sure.

Customers 116

Customers B2B Start-ups CRM 116

Martech

NOVEMBER 14, 2024

Understanding the customer journey is essential for businesses looking to boost engagement and build loyalty. However, achieving a cohesive view is increasingly challenging, with customer interactions now spanning multiple channels and touchpoints.

Customers 133

Customers A/B testing Click Through Rate Legal 133

Martech

JULY 15, 2024

I am the first generative AI chatbot for marketing technology professionals. Answer: Yes, it is possible to compare the costs of acquiring new customers versus the costs of implementing loyalty actions. Customer Lifetime Value (CLTV): Assess the potential revenue generated by both new customers and loyal customers over their lifetime.

Customers 119

Customers Objectives and Key Results Cross-sell Follow-up 119

Martech

OCTOBER 17, 2024

Practical discussions about marketing technology sometimes boil down to this: “How can we collect this data on our customers without them knowing about it?” If we told customers how much data we actually collect on them, they would probably be angry, feel betrayed and lose some trust in us. They’ll freak out, won’t they?

Trust 129

Trust Customers Real Estate Technology 129

Sales Pop!

OCTOBER 30, 2024

For example, AI algorithms can process data to determine which parts of a podcast episode have the highest listener retention. Imagine your sales podcast could dynamically offer different versions of the same episode to distinct customer segments—for instance, content customized for potential clients in healthcare versus those in retail.

Objectives and Key Results 260

Objectives and Key Results Healthcare Education Sales 260

Martech

DECEMBER 11, 2024

“When you talk about AI, contact centers and customer experience, I think thats the best use case to illustrate return on investment,” said Luiz Domingos. He gave us an overview of the current business which is invested in providing customized communications capabilities, across all channels, for complex businesses.

Customers 116

Customers Contact Service Represent 116

Sales Hacker

NOVEMBER 26, 2024

Kim Peretti is an experienced Customer Success executive with over 25 years in the technology industry. Her most recent role was as Chief Customer Officer at Klaviyo, where she transformed the customer success organization during the company’s hypergrowth, and played a key role in preparing the company for its IPO.

GTM 105

GTM Customers Growth Technology 105

Martech

NOVEMBER 5, 2024

Marketers might conclude they’d be better off contacting customers through other channels instead of calling them. For instance, 65% of customers said they preferred a phone call from a bank or financial institution to handle suspected fraud on their accounts. Customers want omnichannel experiences that are seamless and trusted.

Trust 121

Trust Customers Contact Service 121

Martech

NOVEMBER 21, 2024

This is in pilot right now, it will be available to our customers in an early calendar quarter in 2025. ” Those words came from Cisco, the enterprise digital communications and technology company; specifically from Anurag Dhingra, SVP and GM of Cisco Collaboration. Something was in the air. But is it a realistic aim?

Customers 144

Customers B2C Service Clients 144

Salesforce

AUGUST 7, 2024

When a customer isn’t happy, businesses tend to scramble and try to turn things around. The way around this is to build customer loyalty with an “always on” marketing strategy. The way around this is to build customer loyalty with an “always on” marketing strategy. Poor customer service is the number one reason customers leave.

Hospitality 105

Hospitality Customers Healthcare Transportation 105

Martech

APRIL 23, 2025

Source: Pipeline360 2025 State of B2B Pipeline Growth Report The biggest difference between high and low performers was in foundational areas like data, technology, engagement, nurturing, content and sales alignment. Processing. Email: Business email address Sign me up! Dig deeper: What, exactly, is a ‘full-stack marketer?’

Technology 80

Technology Technology B2B Drivers/motivators 80

Martech

AUGUST 20, 2024

This eventually leads to the trough of disillusionment, where companies that invested in the technology may see poor returns and limited success. It’s reasonable to infer that many of those laid off were in marketing and customer service roles, where AI is handling many more tasks. Wisdom Goes beyond knowledge and intelligence.

Consult 133

Consult Technology Technology Represent 133

Martech

MARCH 10, 2025

Only humans can provide the genuine interaction and empathy to build lasting customer relationships. While AI can help identify your ideal customers, you must go old school to nurture them. “AI is a magnificent tool,” said Kyle Tudor, head of sales at Perfection and Custom, at last fall’s MarTech Conference.

Customers 120

Customers A/B testing Click Through Rate Campaign 120

Sales Pop!

OCTOBER 24, 2024

So, hundreds of sales professionals from across the globe representing different verticals, roles and customer bases responded. Regarding the #1 tip, as you might guess, much focus on listening focused on how how doing it well dramatically increases your chances of learning, especially when the customer is talking. Makes sense.

Technique 245

Technique Represent Education Clients 245

Salesforce

AUGUST 19, 2024

Organizations are quick to adopt artificial intelligence (AI) for their automation, decision-making, customer support, and growth strategy needs. Why secure AI workflows for business matters AI represents advanced technology that empowers machines to mimic human-like behaviors, such as learning and problem-solving processes.

Trust 92

Trust Customers Campaign Represent 92

Martech

JULY 29, 2024

In my previous article , I listed the six core competencies for those who manage marketing technology. Defining generalized system understanding for marketers Marketing technology must be aligned with marketing processes to realize the most value to companies. This understanding is less technical and more business-related (i.e.,

Technology 124

Technology Technology Strategize Lead generation 124

Martech

SEPTEMBER 16, 2024

According to the experience management company Qualtrics, 63% of customers believe companies need to get better at listening to their feedback. This aligns with my experience as both a customer and a marketer. As a customer, I’m regularly bombarded with requests to “rate my experience” or “provide my feedback.”

Technology 116

Technology Technology Start-ups Customers 116

Martech

JULY 29, 2024

Additionally, AI is too broad a term to focus on, with generative AI taking much of the oxygen in conversations, yet with other forms of artificial intelligence, such as predictive analytics and robotic process automation (RPA), having a larger existing footprint. Unlike other recently hyped technologies (e.g.,

Technology 140

Technology Technology Education Follow-up 140

Martech

OCTOBER 31, 2024

To address these barriers, we are testing a generative AI-powered pre-approval bot to help potential car buyers confidently navigate the loan process without the intimidation of sharing private information. This technology enables the company to effectively serve this specific demographic with high-quality vehicles and affordable loans.

Objectives and Key Results 135

Objectives and Key Results Retail Finance Launch 135

Martech

SEPTEMBER 24, 2024

The first says that marketers should have a big picture understanding of how customer data should be collected, unified and prepared for activation via different channel (such as social, email, SMS, web push, app notification, etc). If there is an overlap, does it hinder processes (e.g.

Strategize 121

Strategize Technology Technology Growth 121

Martech

JANUARY 9, 2025

For many marketers, handing over customer interactions to an automated genAI-powered process requires a leap of faith. The good news is that as more AI agents come to market, the use of this technology to improve engagement and drive revenue will become clearer. Adoption is already underway.

Drivers/motivators 132

Drivers/motivators Represent Contact Service 132

Salesforce

JANUARY 7, 2025

The world of customer service, or customer experience (CX), is changing fast. As customers expect faster, more personal, and helpful service, businesses must invest in AI education to empower their teams with the skills and knowledge to harness this technology effectively.

Education 97

Education Customers Price Service 97

Martech

JANUARY 2, 2025

One use case for web analytics data is reducing customer friction points. Dig deeper: Understanding customer entryand exit in event-based journeys Dont try to track everything Thoughtful event tracking doesnt mean tracking everything, because thats not the key to identifying friction points. Processing.

Customers 123

Customers Contact Presentation Service 123

Veloxy

JANUARY 7, 2025

We’ll explore the ins and outs of the sales cycle, identify key metrics for improvement, and provide actionable insights to enhance your sales process. Understanding the Sales Cycle In order to manage and refine your sales process, you need to understand the sales cycle. This outline helps you to visualize the whole process.

Objectives and Key Results 130

Objectives and Key Results Negotiate CRM Sales 130

Martech

MAY 8, 2025

Why your integration project is doomed before it starts Most integration projects begin with technology selection and end with disappointment. The marketing team wants customer data to flow between systems. But, six months later, customer experiences remain fragmented and teams still operate in silos. Processing.

Healthcare 109

Healthcare Retail Technology Technology 109

Martech

JULY 12, 2024

With new trends, technologies and techniques emerging almost daily, the importance of swiftly adapting only increases. Specifically, two connected areas in the marketing world have seen rapid evolution over the last few years: privacy and technology. The only constant in marketing is change.

Campaign 118

Campaign Appointment Government Legal 118

Martech

OCTOBER 31, 2024

Here is this week’s AI-powered martech news and releases: Jasper expanded its AI offerings with the AI App Library, a collection of over 80 marketing AI applications and Marketing Workflow Automation, which enables automated, AI-powered workflows for enterprise customers. Processing. Email: Business email address Sign me up!

X-functional 118

X-functional Launch Trust Technology 118

Martech

SEPTEMBER 13, 2024

Agentforce is “the third wave of AI — advancing beyond copilots to a new era of highly accurate, low-hallucination intelligent agents that actively drive customer success ,” Salesforce CEO Marc Benioff said during the press conference. Service Agent replaces chatbots in handling customer service and replaces chatbots. Processing.

Launch 120

Launch Pitch Represent B2B 120

Martech

AUGUST 21, 2024

To lead and shape marketing technology strategies, marketers must master six core competencies. It is about managing access to each tool and ensuring the proper use of customer data. Also, how to determine which teams can access customer data, such as personally identifiable information (PII). Processing.

Consult 116

Consult Technology Technology Campaign 116

Martech

AUGUST 14, 2024

However, effective integration requires technical expertise and may involve custom development, especially for complex use cases or unique business requirements. Analyze your tool usage, engagement metrics and future needs to demonstrate your value to them as a customer. Processing. Act like it. Bring data to the table.

Negotiate 118

Negotiate Objectives and Key Results Technology Technology 118

Martech

AUGUST 8, 2024

This lack of integration hampers the development of a unified customer view, making it challenging to gather and extract actionable insights. Underutilization of existing tools: Marketers use only 33% of their martech stack’s capabilities, down from 58% in 2020, according to Gartner’s 2023 Marketing Technology Survey.

Objectives and Key Results 126

Objectives and Key Results Strategize Technology Technology 126

Martech

DECEMBER 6, 2024

While structured data has long been the foundation of CRM, unstructured datalike conversationsholds the key to deeper insights into customer sentiment, behavior, and intent, said HubSpot CEO Yamini Rangan in a company release. With Frame AI, we can bring these insights into the customer platform to help businesses grow smarter and faster.

Conversion 121

Conversion CRM Technology Technology 121

Martech

AUGUST 15, 2024

In my last article, we talked about how marketing systems will change with the acceleration of AI, affecting roles, processes and workflows. The merging of roles will most likely follow the trajectory set by technology. As new technologies emerge, the temptation to buy and implement the latest AI software will be great.

Pipeline 127

Pipeline Follow-up Technology Technology 127