Chuck Schaeffer

Marketo Ups the Ante in Marketing Automation Software

Marketo Customer Engagement Release Today Marketo delivered its newest marketing software release, something the company calls the Customer Engagement release. This marketing software release continues to address the business challenge of buyer engagement. A challenge that is both fluid and increasingly difficult. We all know…

CRM For Life Sciences — Challenges and Benefits

CRM Software For Pharma, Biotech, Cosmetics and Medical Device Companies My experience in deploying CRM and social CRM solutions for life sciences companies leaves me with two initial take-aways other life science CRM adopters should consider. First, CRM for Life Sciences is a combination of...

Salesforce Shakes Up the CRM and Marketing Automation Industries

Salesforce.com Acquires ExactTarget Salesforce.com shook up both the CRM industry and the closely affiliated marketing automation industry today. While many including myself have been predicting for some time that Salesforce would acquire a marketing automation software vendor, I'm not aware of anybody that predicted it...

Oracle Strategy Update and Review

Update From Oracle Industry Analyst World 2013 I'm on the return flight from Oracle Industry Analyst World and putting some thoughts to the keyboard. Oracle used the 2+ day event to share their vision, update their progress, have customers share their stories and gather feedback...

Why You Need Marketing Automation Software

The Business Case for Marketing Automation Systems Nearly 9 out of 10 B2B buyers now begin their purchase process online. They initiate their buy cycle journey using search to find independent product reviews, asking friends in social networks who they recommend and reading customer forums...

KANA – Takes The Next Step in the Customer Experience Journey

KANA Enterprise Release Biggest in Company's History Less than a year ago Kana acquired Sword-Ciboodle. Following the acquisition the company announced that the complimentary products would deliver a richer solution and that the acquisition would shave 12 to 18 months off the combined product roadmaps....

The CMOs Top 3 Objectives

A Threefold Approach to Maximize Stakeholder Interests and Strategic Value There's a lot of talk about the rapid changes facing marketing, and how marketers should become more social, data driven, aligned with revenues, and accountable. And there's a lot of merit in these recommendations. However,...

The Business Case For An Integrated Revenue Cycle

Moving Beyond The Sales Pipeline The revenue cycle is the lead to customer conversion cycle. For most businesses it's disjointed, lacks discipline, and delivers imprecise visibility and unreliable predictability. Marketers normally manage Top of the Funnel (TOFU) leads which begin with newly sourced leads and…

CRM Winners and Losers

CRM Buyer Sentiment and The Messaging Delta Between Vendors & Customers I've always been interested in how the more successful CRM vendors craft and amplify their messaging, and how that messaging resonates with CRM buyers. I've been tabulating and trending data points to bring some...

The Business Case For Customer Experience (CX) Management

The Customer Experience Challenge, Solution, Framework, Risk and Payback The Business Problem There's a threefold challenge that stands to impact your ability to retain your customers. Customer expectations are rising, customers are more readily sharing their bad experiences publicly and customers are switching their suppliers...

A Recommended Path to Becoming a Social Enterprise

Why and How All Businesses Must Become Social Businesses to Survive The sky rocketing rise of social media has created a digital divide whereby most customers and employees are social, but most businesses are not. The days of sales prospects engaging vendors in order to...

The Business Case for Big Data

How To Take Advantage of the Big Business Opportunity of Big Data Table of Contents The Business Problem The Business Solution How to Implement Big Data Big Data Use Cases Big Data Risks & Challenges Big Data ROI & Payback Final Thoughts and Next Steps…

Customer Experience Research Results and Actionable Take-aways

A Review of the CX Business Case, Benefits, Risks, Lessons & How to Get Started Oracle today released an interesting Customer Experience (CX) research report performed by O'Keeffe & Company. The study interviewed 1,342 senior executives, with the single largest participant role being CEOs, across...

Getting The Most Out of Your CRM Software Demos

Ask a few executives after watching CRM software demonstrations which is their favorite solution? Many will advise "the last one", as almost all the applications impress when left to demonstrating what they do well, and the last one is top of mind. The challenge of...

The Biggest CRM Industry Events of 2012

2012 was a notable year for the Customer Relationship Management industry, and in many ways outpaced the innovation, change and progress as compared to prior years. Social CRM continues to evolve in ways few predict. Social CRM barely made up 1% of the total CRM...

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