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Smarter Commerce | August 21, 2014

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webinar Archives - Smarter Commerce

Make your contact center a profit center

July 17, 2014 |

Good news travels fast, but bad news travels even faster. It’s just a part of doing business in the digital age. Social media channels such as Facebook and Twitter, and mobile devices like smartphones and tablets, make it easier than …

Get ready for the holiday season with these online retail trends

June 18, 2014 |

With the holiday season right around the corner, it’s time for retailers to take a closer look at the strategies that can ensure success—and to uncover any potential roadblocks on the horizon. Consumer behavior has been changing rapidly over the …

Rethink Marketing: Creating a System of Customer Engagement

May 1, 2013 |

marketing reimaginedMarketers today are facing unprecedented levels of change in the way they do business. Customers have changed the ways they shop, connect with each other, and interact with the companies they do business with. However, dealing with change can be …

Big Data and Marketing – Putting Customer Data to Good Use

April 17, 2013 |

big-dataIt’s a fact: data-driven marketing, sales and service strategies – and the tools that enable this – are now being fully leveraged for success at leading companies. Why is this happening now? Because the tools exist to do this in …

Why Leading Marketers Outperform – and – Linking Insight to Action for Online Data

October 29, 2012 |

Less than a third of companies responding to IBM’s 2012 Marketing Survey are using their online data to target or syndicate one-to-one offers and ad messages. The ones that do, for example, syndicate display advertising using online data outpace their competitors financially.

This is one of the many pieces of insight that will be reviewed as part of the upcoming webinar, Why Leading Marketers Outperform, including also practical recommendations for what to do about it. Read More

An Ecosystem for Analyzing Customer Experience

October 23, 2012 |

Eric Peterson of Web Analytics Demystified said it best: “Online, no one can hear you scream.” Last week, Eric made this point abundantly clear during our webinar on Avoiding Blind Spots in Digital Analytics.  His point was compelling and illustrative, as it spoke to the struggles digital marketers encounter with gaining total clarity on their customers’ online experiences.

We’ve moved beyond theory in this space to the practical application of solutions that help marketers answer both the “what” and the “why” of customer experience.  By combining digital analytics with customer experience management, voice of the customer, and testing and targeting, we have formed the core digital optimization ecosystem through which marketers can measure customer experience and optimize accordingly. Read More

Missed the B2B and MFT Architects Webcast?

September 25, 2012 |

If you weren’t able to join us for our webcast, On Cloud, on Premise or a Hybrid Solution? IBM’s B2B and MFT Architects Weigh In, here are some of the highlights:

  • The analysis challenge: For IT departments, saddled with

Mastering complexity: The ongoing marketing challenge

July 3, 2012 |

Paul McNultyWritten by Paul McNulty, Director of Marketing, Enterprise Marketing Man­­agement Group.

IBM recently published its much-anticipated annual report, The State of Marketing 2012: IBM’s Global Survey of Marketers. As I read through the findings, it became clear that managing complexity is top of mind of many marketers, from the CMO to front-line staff.

Consider: 58 percent of the 362 respondents reported a “significant challenge” in their ability to measure marketing effectiveness (a direct byproduct of processes and systems siloed across channels). An equal 58 percent characterized multiple systems and data sources as another significant challenge, followed by managing complex business rules (51 percent).

In a separate question asking marketers to rank their top challenges, the top six responses were the 1) growth of channels and devices 2) customer collaboration and influence 3) financial constraints 4) ROI accountability 5) regulatory considerations and 6) the ongoing data explosion.

Unlike a headcold, complexity won’t simply disappear on its own. In fact, it stands only to worsen as cross-channel customer activity continues to grow and data volumes mount. The inevitable result is uncoordinated campaigns, subpar customer engagement, needless costs and delays and lackluster ROI.

To address how marketers can master complexity in our fast-changing world of the Generation C connected customer, we’ve invited two distinguished users of IBM marketing technology to join us for a Thursday, July 12, webinar, “Better than the Rest: How Innovative Marketers Deliver Results.” Read More

The 4 Rs of effective marketing delivery

June 27, 2012 |

Paul McNultyWritten by Paul McNulty, Director of Marketing, Enterprise Marketing Man­­agement Group.

Once upon a time as small children, we were all schooled in the 3 Rs of reading, writing and arithmetic. Now as marketers challenged to effectively deliver messages across a range of mediums, it’s time to think in terms of the 4 Rs of marketing—relevance, recency, richness and response.

The goal is for marketers to connect with customers, the point of intersection being delivery—the effective delivery of the right message to the right customer through the right channel at the right time. It’s a simple premise, but fraught with challenges and pitfalls. Without the right processes and systems in place, your investments in customer data collection and analysis are likely to generate poor returns.

The 4 Rs, a set of characteristics and considerations to optimize delivery, were recently outlined by Charlie Cole, an online marketing and ecommerce veteran who until recently served as VP of Online Marketing at IBM customer Lucky Brand Jeans before joining wholesaler Schiff Nutrition to launch a direct-to-consumer ecommerce site.

Charlie was a special guest at an IBM Enterprise Marketing Management (EMM) webinar called “Right on Target: Delivering Relevant Messages Everywhere,” and shared a number of thought-provoking insights that can be applied across email, display ad, paid search, mobile and other campaigns. Read More

What marketing can learn from logistics

June 11, 2012 |

Paul McNultyWritten by Paul McNulty, Director of Marketing, Enterprise Marketing Man­­agement Group.

I’m a big fan of the “We ♥ Logistics” TV ads by UPS. If I’m browsing the web with a television on in the background and that commercial comes on, I’ll often turn my attention to the TV and enjoy the upbeat music, the colorful imagery and the fetching lyrics:

“A continuous link that is always in sync, that’s logistics… when technology knows right where everything goes, that’s logistics…”

And I think to myself, “Suppose marketing could run as effectively as a world-class logistics company like UPS, FedEx or DHL?”

Logistics and marketing have a lot in common. Both need to execute on a global scale of staggering complexity and millions of customers. Logistics excels at delivery. Marketing does not.

Many marketing organizations have anything but the proverbial “continuous link that is always in sync”—they have disconnected processes across multiple channels and fragmented views of customers and the marketing lifecycle. Technology can’t know where everything goes when marketers use siloed systems for email, paid search, mobile marketing and other customer interactions. Read More