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Customer relationship management (CRM) is more complex than ever as marketing channels allow for ever-more sophisticated targeting and content delivery.
So what are the challenges facing CRM marketers?
I spoke to a couple of people in the industry and here list a mere 10 challenges we discussed.
The new Oasis ecommerce website has lots of novel features that are worth noticing.
Luckily, I've compiled them here for all UX enthusiasts to enjoy.
With modern business so defined by customer centricity, it seems an absurd statement of common sense to suggest that the way to get customers back on side after a poor experience is to make them happy again.
That's obvious right? Sort of, except that many companies simply apologise for downtime and then carry on regardless.
The Entertainer, the UK’s largest high street toy retailer with 120 stores, replatformed a year ago, choosing a new email and personalisation platform for its ecommerce business.
With an increased ability to test and learn, the retailer has increased email revenue by 300% since the change.
Rob Wood, Head of Online, explains that these gains are all about creative and segmentation.
Why are we still talking omni-bollocks, when we should be talking retail?
Why all the jargon?
Why all the omni-channel cliches and the multi-channel job titles? Why all the endless debates about whether digital is right for a brand or not, or digital versus in-store?
Marks & Spencer has been all over the UK news this week, in the way that only Marks & Spencer can.
The media and the public seem to go misty-eyed at the merest mention of the brand, and are willing it to find the good times again.
Unfortunately, we're not buying its clothing or homeware - something the new CEO wants to remedy by "putting the customer at the heart of everything".
But what does that actually mean?
QR codes never really took off in the West.
I had nothing against them, just their implementation (on a creative and a technical level).
However, I wanted one at the weekend so I could leave feedback about a store visit.
Though social is now recognised as an integral part of the marketing mix, many still question its place in commerce.
Hannah revealed some stats as to the monetary value of a social shopper, as well as sharing the brand's channel insight.
This week's stats include YouTube ads, emojis and email, product descriptions, digital budgets and much much more.
They're funky, because I've run out of good adjectives.
For more statistics to build a business case or simply impress your friends, see the Internet Statistics Compendium.
Last week, Waitrose announced it would sell 30 products through the Royal Mail online shop on China's Tmall.
Such inauspicious beginnings in its 59th international market could, Waitrose said, turn into its biggest overseas market in three to five years.
But, so shortly after ASOS decided to mothball its Chinese website, why is Waitrose so confident?
According to the IMRG Capgemini Sales Index, online sales accounted for 27% of UK retail sales in 2015. That’s £114bn.
But obviously digital provides more than just a sales channel.
With so many retailers going through a digital transformation programme, I wanted to try to cut through the jargon and define exactly what a digitally transformed retailer should look like.
Sadly, for years affiliate marketing has been seen as the poor relation of the digital advertising family.
Tracking networks and technology companies typically selling the channel as a no-frills, “no-win no-fee” way to pad out marketing plans.