Tag: customer relationship management (CRM)

The stats speak for themselves. Firstly, there has been a 169% increase in online purchases from new or low-frequency online shoppers. Secondly, more than 80% of consumers who increased their omnichannel digital usage during the pandemic expect to continue with these.

Even prior to the pandemic, organisations had begun putting in place elements to manage distributed employees whether that be through corporate remote desktop or virtual private networking (VPN) capabilities. However, this was not done at the scale and at a rate required to manage the disruption caused by COVID-19.

Online shopping is expected to reach $1 trillion by 2022, this is according to a report by Adobe’s e-commerce division. To gain a competitive advantage and to exceed customer expectations, businesses need to discover the emerging trends in ecommerce and adopt current trending technologies in software.

The term ‘customer engagement’ is arguably one of the biggest buzzwords in today’s business landscape. It's so widely used that when many people hear the phrase, they interpret it as a checkbox item. It is, however, an ongoing crucial relationship between a company and its customers, which is determined by the customer’s preferences and behaviour.

Today’s consumer is used to technology that makes communication easy and they expect organisations to offer every contact channel they want to use. Here are the insights on how today’s contact centre needs to redefine ‘omnichannel’ to deliver an excellent customer experience.

Metadata management, the ability to provide context and meaning to data, is a foundation of many other data management disciplines. The broad range of applications for metadata mean that approaches to metadata management vary widely, with no one tool set or platform addressing every need – particularly when addressing the complex data landscapes of big, modern enterprises.

Over the past five years, artificial intelligence (AI) and machine learning in marketing have come a long way. Yet many marketers who are using today’s programmatic and social platforms to reach their audience are not exploiting the full power of the algorithms these platforms can offer or the vast amounts of consumer data they collect.

According to a study by Brain & Company, organisations with a Customer Experience (CX) mindset drive a revenue of 4-8% higher than the rest in their respective industries. Having a customer-centric approach is therefore vital for businesses operating in the digital age. Here, data is a key element in driving business operations.

Gone are the days when small businesses need to sell their products to just the people who live or work in the immediate vicinity. Digital platforms and partnerships are now empowering micro-companies to extend their offerings, opening new doors for business growth and development.

The COVID-19 pandemic has brought on massive changes to the manufacturing industry, which has had to adapt to new operating models, an evolving consumer market, and disruptions in supply chain processes, all while keeping the workforce safe and healthy.