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With businesses losing $1.6trn annually due to poor customer service (according to Accenture research), it's a pressing issue for many brands.
Can artificial intelligence militate against some of this loss? There are a number of different technologies in the market. Here's an overview...
To somebody like me who hasn't worked at the sharp end of customer relationship management (CRM), it can be confusing to consider the theory.
I set out to discover where CRM, marketing automation, sales, and data management platforms cross paths, and how CRM is implemented.
Time to settle down for your trusty stats round-up.
This week, we’re talking about online search, ecommerce loyalty, B2B buying and lots more.
There are lots of fine stats to enjoy this week.
You’ll find news about online search, consumer behaviour, email, apps and even more.
As the old proverb goes, it's difficult to make predictions, especially about the future.
Yet as a new year starts, making predictions is part of our jobs. Priorities have to be set, budgets allocated, and resources diverted according to how things have changed over the past 12 months.
According to research, 64% of women who shop on their smartphone say that seeing images of products in context positively influences their purchasing decisions.
It’s a simple tactic, but by including context, the online customer experience can be greatly improved - and this doesn't just apply to shopping on mobile either.
Every year I pick out digital and marketing trends and developments which I think will shape the industry and digital/marketing planning and thinking in the year ahead.
We’ve got a bumper edition of stats for you this week.
Well, just the standard set of ten, but there’s lots to enjoy.
Though cart abandonment emails continue to be a hot topic, more focus needs to be placed on how marketers can build more impactful emails to prompt the right consumer actions.
Simply activating an automated email with some lines of copy and a link back to a site is not an enough to lure consumers away from their busy lives and complete an action a retailer wants him/her to take.
A new year means a brand new start, but it’s also a good chance to take stock of everything we've learned during the previous 12 months.
With this in mind, here’s a look back at some of Econsultancy’s research, with 10 of the most important stats from our 2016 reports.
Marketing automation has come a long way.
Considered an emerging technology as recently as a few years ago, estimates are that more than half (59%) of Fortune 500 companies now use marketing automation along with nearly all (95%) of SAAS-based companies.
For years, marketers have been talking about building a bridge between their existing customers, and the potential or yet-to-be-known customer.
Until recently, the two have rarely been connected. Agencies have separate marketing technology, data and analytics groups. Marketers themselves are often separated organizationally between “CRM” and “media” teams - sometimes even by a separate P&L.