Category Archives: CRM and Marketing

Marketing’s Holy Grail in the modern age: Getting actionable insights from an integrated marketing optimization platform

Marketing’s Holy Grail in the modern age: Getting actionable insights from an integrated marketing optimization platform

The role of the CMO is probably the most thankless job in the modern organization: company's executives expect great branding and messaging to be propelled through all the optimal channels to market to maximize awareness and, ultimately, increase sales.

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Cheap and cheerful: Is this really as good as it gets for IT Outsourcing?

Cheap and cheerful: Is this really as good as it gets for IT Outsourcing?

ITO maybe a commodity business, but a new wave of collaborative BPO services is beginning to show the way

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No Payne no Gain for a Chief Customer Officer… Part II

No Payne no Gain for a Chief Customer Officer… Part II

In case you missed IBM's CRM Chief Bill Payne's return to blog-stardom during Part I, he discussed his vision for the creation of a "Chief Customer Officer" position within companies, who would report directly to the CEO. In Part II, Bill discusses shifting mindsets, the impact of analytics and evolution of outcome-centric engagements impacting the marketing function...

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Why the mid-market is the mother-in-law of outsourcing

Why the mid-market is the mother-in-law of outsourcing

When it comes to outsourcing, dealing with the middle-market has been somewhat akin to dealing with the mother-in-law: can be awkward to deal with, very hard to please, and always has complex demands on your patience and resources.

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No Payne no Gain for a Chief Customer Officer... Part I

No Payne no Gain for a Chief Customer Officer... Part I

IBM's Bill Payne talks to HfS about his refining vision for the future marketing function and, perhaps most importantly, how today's businesses need to manage their most precious assets in the face of such fundamental change - their customers.

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