Getting customers to cut you some slack

Jonathan Browne

Jon-Browne

[Posted by Jonathan Browne]

I'm embarrassed to see that we haven't updated our blog in three weeks. I guess it's a time of year when it's hard to stay on top of some things. I found myself exhausted at the end of June. (In addition to my trip to NYC for the CXP forum, I also had to do some business travel in Europe). Perhaps you've been feeling the same way? At the start of July, I took a holiday. It was sorely needed.

I visited Lisbon, which, it turns out, is a very beautiful city with great food and wine. As with all travel, the trip gave me a lot of experiences to think about, including a couple of incidents when I needed to ask people to fix things that had "gone wrong":

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Categories:

Do you have a touch-friendly web site?

Julie Ask

Met with an interesting company yesterday - Taptu. They offer a mobile search service/technology. They recently launched their iPhone application. They are in the process of indexing "touch-friendly" media. They estimate that there are about 40,000 touch-friendly web sites of which they have indexed more than 3 million pages with a goal much higher than this for the end of the year. They estimate that about 30% of the top 100 web sites as measured by traffic are touch-friendly. It is an interesting idea given the number of touch-screen mobile devices being sold today. Is your web site touch friendly? mobile friendly?

Yahoo! Has The Right Mobile Priorities

Pizza Hut iPhone Application

Julie Ask

I'm fascinated by this application on the iPhone. It is rich and entertaining. It makes ordering pizza fun. Includes a game. Includes coupons to motivate purchase - but they aren't pushed out via SMS to trigger the idea of pizza for lunch/dinner.

Is it more marketing or commerce?

The connected nature of the application allows for updates - to the menu (for the basic categories) and promotions. Look forward to seeing this evolve to the point where local restaurant managers can do their own local promotions even based on registered zip codes. I see location-based mobile advertising playing out along these lines nearer term than the auto-tagging of a user's location with an ad to quickly follow.

Would prefer not to have to sign up online. Mobile-only use cases with individuals are limited today, but I think they will grow in number. Cross-channel (Internet to mobile and vice versa) is an interesting idea, but it isn't clear that it is needed or wanted - especially on platforms as capable as the higher end devices like an iPhone or Blackberry, Symbian, Palm etc. devices.  -

Categories:

A Story Of Empathy — The Lost Art Of Selling?

Scott Santucci

Posted by Scott Santucci

 

In 1992, with my Marketing Management degree in hand, I went out in the market to find a sales job. At the time, I believed (and I still do) that you can’t really be the best B2B marketer unless you know how to sell first. One of the jobs I interviewed for was with a local dealer to sell fax machines (yes, it’s true . . . FAX machines). The VP of Sales interviewing me asked a simple question — what are the most important things to being a sales person?

 

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Are You Giving Your Sales Force A Knife For A Gunfight?

Scott Santucci

Untouchables-cast_1137616950-000

In the movie “The Untouchables” Sean Connery’s character, Jim Malone, is targeted for a hit by Al Capone. The hitman breaks into his house and threatens Malone, pulling out a revolver, says, “Isn’t that just like a (derogatory term for an Italian) . . . brings a knife to a gun fight.”

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Re-Engineer The Relationship Between Insurance Tech Buyers And Sellers

Ellen Carney

Ellen Carney [Posted by Ellen Carney]

Insurance IT buyers have distinct preferences when it comes to how they learn about new technology.  Tech vendors think IT buyers learn about the hottest technology because of the bright, shiny stuff that their marketing organizations spend all kinds of time and money producing. Wrong.

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The Big Question: Enable Sales To Do What?

Scott Santucci

 

Today, Forrester takes the incubation tag off our sales enablement research agenda and is launching a new coverage area called “Technology Sales Enablement” targeted for sales and marketing professionals involved in improving the performance of the sales organization. When you put “sales” and “enablement” together, you get a lot of different points of view.

So, what’s Forrester's view on this subject? What perspective do we have to offer?

 

 

 

 

Complexity view shaggy

 

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The "magic blue circle"

Thomas Husson

I recently came accross this quote in the Financial Times from the former Vodafone CEO on November 19, 2007: "The simple fact that we have the customer and billing relationship is a hugely powerful thing that nobody can take away from us". Would you still agree with this operator statement written in golden letters at the forefront of any "smart pipe" operator strategy?

Since then, new entrants such as Google and Apple have shaken up the value chain. I have two examples in mind showcasing the tectonic shifts happening: 1) Apple imposing a direct billing relationship via iTunes/App store and 2) Google managing to create its own location data base (via cell ID or Skyhook's wireless technology) without relying on operators' network.

As early as in July 2007 (before the 3G iPhone version embedding a GPS chip), Google Maps on iPhone (the combo of Google's and Apple's strengths) started offering the "magic blue circle" experience. You could benefit from a compelling user experience like never before, with instant localization without any GPS chipset. Of course, the accuracy may not be good enough if you are looking for a pure turn-by-turn navigation, but honestly this is so simple and useful if as a pedestrian you're looking at the streets nearby.

PicGoogleMaps

Location is at the very heart of the mobile value proposition.

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Fortune’s new Global 500 even more global

Zia Daniell Wigder

Zia_Wigder  By Zia Daniell Wigder

Fortune just published its Global 500 2009 list which
outlines the largest 500 corporations in the world.
A few observations on how the list is evolving, with a particular focus on the
top 15 countries (those with eight or more Fortune 500 companies listed this year):

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