Derek has worked in the Sales & Marketing Consulting and CRM industries for over 17 years. He's consulted to companies here and overseas helping them develop processes to support their lead generation, marketing and sales businesses. He sees CRM as an enabler and not a solution by and of itself. Implemented with users in mind and a clear view of defined processes, companies can derive great value from their CRM.
The user experience can make or break a company. I may be wrong, but I don’t recall Apple changing the UI (user interface) since the iPhone was first launched. Either way, a UI refresh is probably a little overdue.
Some people are saying it looks a little Google “Chrome-ish”, perhaps. I’m a Jony Ive fan, I pretty much like anything he designs. As for added functionality, I’m not sure. However there’s the new MacBook Pro and MacBook Air with 12 hour battery life, that’s a plus. Suri is now also a male, possibly confusing for some users.
Click Here to read an article from CNN Money covering Apple’s World Wide Developers Conference 2013.
“Apple’s shares closed down 0.66% for the day, but that’s less than the 1.5% and 2% losses it suffered after the two previous WWDCs.”*
Click Here to read a list of new innovations from Apple Inc. as prepared by SmartCompany.com.au.
“Apple unveiled a completely redesigned iOS 7 operating system for the iPhone and iPad at its annual WorldWide Developers Conference yesterday as part of a suite of changes aimed at countering the increasing popularity of Google Android.”
“Chief executive Tim Cook unveiled the iOS 7 refresh at the company’s annual Worldwide Developers Conference, which includes a slew of major design changes, as well as multitasking support for all apps.”**
CRMNow agrees that customer experience is key, now more than ever, in generating new and ongoing business relationships. As a Gold Partner of Oracle and always looking to broaden our product range, CRMNow is proud to announce that we will be adding Oracle RightNow Cloud Services to our product portfolio.
The inclusion of RightNow will see the CRMNow product offering with Oracle covering sales, marketing, social and now service. We are excited to further strengthen our customer offering in 2013.
Oracle RightNow Cloud Services
Oracle RightNow Cloud Services combines Web, Social and Contact Center experiences for a unified, cross-channel service solution in the Cloud, enabling organizations to increase sales and adoption, build trust and strengthen relationships, and reduce costs and effort.
CRM On Demand integrates with the Oracle Social Cloud
As part of Oracle’s “Apps Unlimited” policy, continued development of the CRM On Demand application sees continued work to integrate CRM On Demand with some of the newest additions to the Oracle suite of applications.
The Oracle Social Cloud (Social Relationship Management) provides organisations with the ability to:
Engage/Monitor and then
to customers through social media properties i.e Facebook, Twitter etc. A best practice approach is to start with the Social Engagement & Monitoring application and then add the Social Marketing application.
Combined, these two cloud based or SaaS services deliver state of the art social to your business. Now integrated with Oracle CRM On Demand, a wider group of Oracle clients can include social as part of their overall marketing and engagement strategies.
“Salesforce.com [NYSE: CRM], the world’s #1 CRM platform (http://www.salesforce.com/), and ExactTarget [NYSE: ET], a leading cloud marketing platform, today announced that they have entered into a definitive agreement under which salesforce.com will acquire ExactTarget in a transaction valued at approximately $2.5 billion. Under the terms of the agreement, salesforce.com will commence a tender offer for all outstanding shares of ExactTarget for $33.75 per share, in cash. The transaction has been unanimously approved by the Boards of Directors of both companies.”*
Much has been said about The Buyer and how the process of engaging with them has changed.
There’s no shortage of excellent discussion and thought leadership on the issue, especially in the B2C space. However, in the B2B space you need to hunt a little further. I find MarketingMag do a great job as do McKinsey & Co.
This past week I read a feature article from MarketingMag titled “The Era of the Buyer”. The closing paragraph is as follows:
“With buyers now in control, marketers need to be more agile – ready to respond with what the buyer wants when they want it. “It used to be that business- to-business businesses are sort of like the aircraft carriers of the marketing world,” Redhill concludes. “It takes a long time to check and adjust, to get the market feedback, feed it into the sales model and adjust and change it.” In the era of the buyer, however, B2B marketing is quickly becoming a more agile craft.”*
There are a few key points from this Australian publication that may help the B2B Marketer and Sales teams:
Research shows that budget relief is on the way*. This doesn’t mean it’s a ‘free for all’ on the spending front, but companies are starting to loosen the purse strings. A digital campaign can cost significantly less than traditional media, however expectations are still high around the outcome of campaigns. Make sure you have measurement strategies in place.
Salary Budgets are on the way up*. But where are they being spent? If you have “Social” in your job title or at least in your title as it appears in LinkedIn, you’re looking pretty good. The Social Media Community Manager is a new player, but should be someone who understands your business and can respond to prospect and customer queries.
Mobility is at # 5 of the priority list*. I found this interesting. Coming at this from a CRM & Digital Marketing angle, I was puzzled. Our customers are demanding everything be mobile – at least for their users. It seems prospects and customers are a little further down the priority list.
Everyone wants Automation*. Well, taking broken manual processes and automating them will simply delivery broken automated processes meaning that you will fail faster and probably with greater impact. Before you look at automation, make sure you have all the right processes in place to support automation.
“More B2B organisations are now creating and publishing social media content than aren’t, with incidence set to jump from 34% last year to 52% this year. “They’re either dipping their toe, ankle, knee or the rest of their body in social media,” Haussegger explains, “and the total inbound advocates are fully up to their necks.” Smaller, nimbler organisations are leading the way. “Some of the larger organisations are often more challenged around the rules dictating how they can actually apply their content in social media,” he adds. Only 17% are yet to have any involvement in social media.”*
“Tech start-ups have the potential to contribute $109 billion to the Australian economy, or around 4% of GDP, by 2033, according to a new report, which identifies four key ways to unlock the potential of the sector.”*
Is your business in a position to serve this growing sector? The team at CRMNow see some obvious synergies between what we do and the needs of startup organisations. The cloud offers a nimble, quick and secure way to begin with the enterprise in mind.
The management of contacts and relationships, critical to any startup, can be easily addressed through the CRM cloud offerings from Oracle or salesforce.com. The cloud also offers startups a technology roadmap to match their growth plans. They can start with as little as couple of users and grow to hundreds and potentially thousands of users as their startup grows.
In addition, there’s no investment in hardware i.e. servers etc. All data is backed up and all interactions, activities etc can be managed within the CRM.
What about your business? How can you support this growing market? Click Here to read the report from PwC Australia. The only place I could find the actual report was on PwC Australia’s Facebook page. You may need to scroll down to find it. If you can’t find it on their page, simply create a post and ask for ‘The Startup Economy’ a look at the AU scene prepared for Google.
Following the news that Samsung has been posting anonymous comments slamming rival HTC, is it time to introduce social media regulation?*
Having spent today with Oracle in Singapore attending Social Relationship Managementtraining, this story caught my eye. Regulation will stifle what is magical about social media. The insight organisations can garnish from people’s messages and interactions is invaluable.