After attending the SAPPHIRE conference in Orlando this week, I leave feeling slightly puzzled, but also slightly bullish on SAP’s future in digital experience (DX). Given it is SAP’s flagship conference, SAPPHIRE covers a wide range of technology topics. And, while meaningful to me, DX is hardly the primary topic on most attendees’ minds given… read more >
DCG research and articles about: CRM
11:00 am PT / 2:00 pm ET
96% of B2B marketers say that their digital advertising campaigns lead to waste because their advertising inevitably reaches a significant number of people outside of their intended target. Traditional advertising that’s wasteful, the rapidly evolving B2B buying environment, and the profile of today’s B2B buyer all press for a new approach to digital advertising — one that’s more effective because it delivers targeted, relevant, trustworthy ads. This webinar explains why the concept of unified audiences is the key to effective B2B digital advertising in 2018.
DCG’s Cathy McKnight shares the virtual stage with speakers from RecruitMilitary and Salesforce. They explain that a unified audience brings together three types of data-rich audiences: those you want to know (the anticipated audience), those you know (the addressable audience), and those you can measure (the measurable audience). You’ll learn about the benefits of unifying these audiences and the data about them. You’ll also gain an understanding of how to execute by integrating technologies for advertising, marketing, and customer relationship management to automate and deliver digital ads that your customers will appreciate.
Remember dating in high school? All the cliques; the cool kids, band geeks, jocks, punks, gamers, stoners, artsies, metal heads, etc. If you were part of one clique or in the fringe, it was difficult if not impossible to get to know, let alone date, someone in another clique. Dating at university, while not as… read more >
This week HubSpot held their annual conference, drawing 19,000 devotees of the marketing solution to Boston. Think of it as a sort of mini-me version of Salesforce’s mega-conference Dreamforce. While I am not a fan of celebrity-heavy and technology light conferences, there was much to admire about InBound beyond Anna Kendrick and Serena Williams. For… read more >
Today Microsoft announced a strategic partnership with Adobe making Azure the primary cloud platform for Adobe while integrating Marketing Cloud with Dynamics365, its combined CRM/ERP solution. It’s all too easy to dismiss partnerships as little more than marketing ploys. For example, Oracle announced a ‘major’ partnership with Salesforce a couple of years back, and this… read more >
Web Chat is a fast growing communication channel with mature technology. Unfortunately, most chat interactions are sliding down the poor customer experience hill very fast and becoming a useless Contact Center channel – not unlike the phone. If you have not yet deployed chat but would like to, tweet @Bushman10. I’ll be happy to provide… read more >
The word “customer” in customer experience management reminds us that delivering great experience during the post-sales stage of the relationship is essential to creating loyalty and advocacy. But engaging customers (versus prospects) requires so much more than implementing a customer relationship management system for storing information, as my colleague DCG Principal Analyst Johan Jacobs points… read more >
I’m delighted to announce that Digital Clarity group has expanded its coverage of CRM with the recent addition of Johan Jacobs, our newest Principal Analyst. Johan not only provides clients with deep knowledge and insight into CRM and customer care, but he also expands our footprint in Europe and Africa. You’re probably wondering, “did I… read more >
April 2015 – Connie Moore and Cathy McKnight discuss the importance of requirements gathering in a technology selection project, and provide some pointers and great advice for gathering and prioritizing requirements for a technology selection.
CEM is an imperative because you're either competing with superior customer experiences -- or you're not even part of the game.
Tim Walters, Ph.D.,
The CEM Imperative.
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