Metrics And Measures Really Do Matter

Delta announces smart upgrades to 2010 SkyMiles loyalty program

Henry Harteveldt Delta Air Lines (DL) has announced a slate of upgrades to its SkyMiles loyalty program for 2010. The changes are being made as part of DL's merger with Northwest Airlines (NW). Delta tells Forrester that its remains on track to fully combine SkyMiles and the Northwest WorldPerks programs by October 2009.

As a result of the merger, it's believed that the Delta SkyMiles program may have more than 70 million members (net of duplications Between SkyMiles and WorldPerks), eclipsing the perennial category leader, American Airlines' AAdvantage, which has more than 60 million members.

Some of the best benefits of the new SkyMiles program will include:

Read more

Why Spotify Needs an iPhone App to Get to Market

Spotify’s much anticipated iPhone app has been submitted to Apple for approval and certainly looks the part…in fact it almost looks too much the part.  This level of integration into the iPhone music playback experience may well be deemed by Apple to be too competitive to the core iPhone functionality. There is precedent, the Podcaster app was rejected, reportedly because it was too similar to iTunes functionality (it since developed a scaled back RSS Reader iPhone app).  The Spotify app certainly seems to mimic core iPhone music playback functionality (e.g. utilizing standard iPhone / iPod Touch playback controls) and would therefore be likely to compete with iPhone iTunes music playback. 

 

Read more

It's Time To Ask The Question: "What Does 'Sales' Really Mean to Us?"

As you can imagine, we talk about “sales enablement” at different levels of the organization (Executive management, CMOs, VPs of sales, and individuals who are responsible for piece parts).

In all cases the view of what needs to happen to produce results is very different at each level, which is one of the core problems we have in our industry with building an effective sales and marketing systems.

Read more

The iPhone Is A Game-Changer For Mobile Banking

Brad_strothkamp [Posted by Brad Strothkamp}

One job of an analyst is the separate the hype from the facts. We here at Forrester are fortunate enough to have access to customer survey information that allows us to do just that.

For the last 18 months, the hottest thing on the planet has been mobile banking. Forrester has fielded dozens and dozens of questions from clients wondering about mobile banking strategy to the point that you'd think every consumer on the planet was clamoring to bank on their mobile device.

But our surveys continue to tell us something different (at least for now). In our most recent survey from Q1 2009, 10% of US consumers with a mobile phone have signed up for moblie banking. And among those who have not banked using a mobile phone, the number interested remains low.

Read more

Is Neuromarketing On Your Roadmap?

John Lovett [Posted by John Lovett]

Follow Me on Bird

Read more

Customer Intelligence Professionals Hold The Keys To Customer Management Success

William Band [Posted by William Band]

Hello, my name is Bill Band and I am Principal Analyst here at Forrester serving Business Process & Applications Professionals. The focus of my research is on the underlying technologies that support customer-facing business processes (a.k.a. "CRM"). To make the savvy investment decisions, customer intelligence professionals, need to know which solutions have the strongest track record for delivering results. I just surveyed 286 companies to understand which customer management processes and supporting technologies are most critical to success.

Here’s a sneak peek of my findings:

Read more

Categories:

Forrester Wave™ [Web Analytics]: Just the Facts Please

John Lovett [Posted by John Lovett]

Follow Me on Bird

Read more

Categories:

Nothing Certain Except Death And (Online) Sales Tax (?) – Or is it?

Freeman Evans, Pattiby Patti Freeman Evans

 

As we reported back in May, online retailers should prepare to charge sales tax in certain markets, even if they do not plan to do so across the country. Cash-strapped states are looking to tap any potential source of revenue (California, for example, has been working through an onerous $26 billion budget gap) and have in recent months been proposing legislation to require online retailers to submit tax in states in which they deliver.

Read more

Sicilian Musings

I'm currently on holiday in Taormina in Sicily for a couple of weeks and though I come here every year (my wife is Sicilian) I never cease to be amazed by just how different the profile of technology adoption is here compared to northern Europe. Just trying to get online over the last couple of weeks has been a case in point.

 

 I had a few pressing work tasks which I needed to do during my stay so I ensured I was well stocked up with credit on my USB modem.  Unfortunately the Italian network of my UK mobile operator didn’t seem to have read the script about discounted international data roaming fees and I managed to burn through 35 pounds of credit in 2 and a half days (which included 3 extended ‘help’ line calls – I use the term ‘help’ in the loosest possible sense - and getting a relative to buy more credit in the UK).  The fact that the download speed made a 56k modem look like Fiber just added to the pain.  Unlike my friends and family in northern Italy, the majority in Sicily don’t have home Internet connections so I have to resort to Internet cafés, the majority of which share one sub standard connection between a couple of dozen computers.  However this year I needed to connect my laptop directly and my normal Internet café of choice wouldn’t let me plug in my laptop directly.  Finally, I found one with Wi-Fi (just arrived this year) and got online.

Read more