CRM

Leading with creativity, not technology

The idea of leading with creativity and not technology coming from a professional who is offering Martech solutions as one of his key services might sound blasphemous. But meeting after meeting (and there are too many of them), I hear senior professionals dive straight into executional and tactical stuff. Almost always when my team presents …

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Marketing Experience(MX)- The next competitive battleground for brands

Today, all products are conversations. Be it product-driven brands or service-driven brands, they are more and more differentiated by their experiences. Companies or brands that deliver memorable experiences to customers keep gaining market share and improve stickiness with their customers. When companies want to improve their CX scores, marketing experience scores play a pivotal role …

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Connected devices will drive connected customer experiences

The future of customer experience is staring us in the face. Augmented Reality will bring the store into our homes. Chatbots will become intuitively conversational. 3D Printing will deliver customised and locally made goods. Mobile & wearable devices will become embeddable. Biometric and embedded payment systems will become passé. Blockchain technology will help end fake …

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In the digital world brands are much more in your face and not so much in your mind

As budget 2020 turns out to be a non-event and a lot of focus still on Kunal Kamra’s encounter with Arnab Goswami on an Indigo flight, I could not help but think about how our biases have taken over professional etiquette, acceptable social behaviour and plain old common sense. I have no intention of wading …

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Remove the cobwebs. Add the cloud. The marketing cloud.

The job in marketing today is all about culling out insights from vast amounts of customer data, creating content-based engagement strategies, executing through the customers preferred channels, and ensuring a great customer experience leading to business growth. Marketing teams now have the AdTech and MarTech tools, customer data, budgets to invest in technology and organizational …

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Marketing data is the most unexploited organisational asset

In the Martech and Data Analytics world we listen to a lot of jargon thrown at us (we also give it back in equal measure!). Some of the buzz words or questions are – MROI – So what’s the Marketing Return on Investments? What are the AI’s (Actionable Insights)? What are the attribution metrics? Are …

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