The forces of digital disruption have empowered consumers and inverted the power relationship between buyers and sellers. Competitive advantages based on manufacturing, distribution, and IT are no longer sustainable. Customer loyalty has all but disappeared; buyers can and will shift their allegiance immediately if disappointed. In the era of the empowered consumer, business success depends… read more >
Although you might have heard about it on April 1, it’s no joke. As reported in this AdAge article, Peet’s Coffee & Tea and Razorfish have inked a deal whereby the agency’s compensation for services is entirely determined by the fate of Peet’s e-commerce profits. It’s a brave move by both companies, and it may… read more >
Our latest Insight Paper, The CEM Imperative: Customer Experience in the Age of the Empowered Consumer, establishes that customer experience management is no longer an option, a nice-to-have, or a remote step in the five year strategic plan. On the contrary, the mobile and social empowerment of consumers makes CEM an inescapable, compulsory, and essential… read more >
The ability to effectively manage relationships with prospects and customers can make or break an organization. Unfortunately, there is currently no “one-size-fits-all” solution to managing these experiences, which means Customer Experience Management (CEM) is hard, complicated, and very new. In this Insight Paper, Tim Walters makes the case for CEM by explaining that empowered customers,… read more >
The marketer’s job has never been harder. The proliferation of consumer touchpoints and the adoption of disruptive technologies such as smart mobile devices have vastly increased and complicated the marketer’s workload. In response, today’s marketers can draw upon an ever-growing arsenal of software solutions, but the very real danger is that marketers and their IT… read more >
Traditional market segmentations – by gross revenue or number of employees – are useful for sizing a market and calculating technology spend. But what does “enterprise,” “midmarket,” or “SMB” really mean for software solutions? DCG has just released two Insight Papers that address this question and attempt to pin down the enterprise and midmarket requirements… read more >
In 1925, as his psychoanalytic methods began to find wider reception after decades of neglect, Sigmund Freud wrote, “Finally, I am no longer alone.” A similar sense of relief (if not vindication) must be felt by many web content management professionals today. Finally, those of us (whether analysts, consultants, vendors, or practitioners) who have long… read more >
The debate over suite versus best-of-breed solutions has raged since the introduction of enterprise resource planning (ERP) suites in the early 1990s, pitting integration and consistency against functionality and innovation – at least according to the classical terms of the dispute. Highlights: Suite versus best of breed: A timeless debate revisited Understanding and meeting the… read more >
Does the mobile shift mean that “fixed” websites are in radical decline? Or is mobile properly seen as “just another channel”? Both of these perspectives have their merits, but they both fail to fully grasp the nature of the transformation that is taking place today. The mobile shift marks an evolutionary leap to the era… read more >
Thanks to the forces of digital disruption – such as mobility, social networking, and ubiquitous connectivity – consumers have rapidly developed an appetite for engaging, differentiated, and consistent interactions with companies and brands. Firms of all sizes suddenly need to adopt or develop the tools, skill sets, and strategies that will allow them to create,… read more >
