CRM
Customer Relationship Management has become essential for all companies that adopt a customer-centric approach. But CRM practices and products are evolving rapidly, driven by data exploitation and customer knowledge, and boosted by Artificial Intelligence. Giants such as Salesforce, Adobe or Microsoft are dictating the laws of this market, which also makes room for startup innovation.
From the general design of the solution to the project implementation methodology, what choices should be made for the deployment of a CRM? Our experts break down technologies and tools dedicated to your CRM and Customer Relationship Management projects.
Creating frictionless Customer Experiences with a curated CX ecosystem
Discover how CX leaders can simplify technology choices to create seamless, compliant ecosystems, enhancing customer interactions effectively. What you’ll learn Discover how to build a curated, high-performing CX ecosystem in a complex MarTech landscape of 11,000+ solutions.
CX in retail banking: digital transformation as a continuous driver of customer experience practices
Retail banking is at a turning point. Today, customers expect personalized, seamless, and consistent interactions across all channels—whether digital or in-person. At the same time, banks are navigating complex challenges: rapidly changing technologies, growing regulatory demands, and competition from digital-first disruptors. What you’ll learn Why read this ebook? If you’re responsible for enhancing customer experience, driving innovation,…
Customer Data Platform 2024: 5 Trends to Keep in Mind!
In the ever-evolving landscape of customer data management, Customer Data Platforms (CDPs) are poised to experience significant shifts and advancements in 2024. As businesses continue to prioritize data-driven strategies and customer-centric approaches, staying ahead of the curve is essential. Here are five trends to watch for in the world of Customer Data Platform. Estimated reading time: 3…
Transforming Customer Journey Management
The cost to businesses due to disrupted contact centre experiences has reached an unprecedented level. Customers encounter inconsistent interactions, messages, and assistance depending on the communication channels they choose to use. In addition, employees grapple with disjointed data and the challenge of keeping tabs on transitions between voice, chat, email, IVR, bots, websites, mobile apps,…
Customer Data Platform: Setting the strategic foundations for Customer 360° and personalization at scale
Unleash the true potential of your marketing efforts and deliver exceptional customer experiences with the help of a Customer Data Platform (CDP). Seamlessly integrating data from all channels, a CDP ensures consistent and personalized interactions with your customers at every touchpoint. Key benefits of implementing a Customer Data Platform This ebook contains following sections: Take your…
![Software is (still) eating the world [Partie 2]](https://perspective.orange-business.com/wp-content/uploads/2021/02/marketing-still-eating-part2-cdp.jpg)
Marketing Strategy: why and how to implement a Customer Data Platform
In my previous article, I explained that, this year again, we would see a surge in business digitalisation, and that this would accelerate some already observed trends: namely, hyper-automation, AI directly embedded in business processes, Responsive Customer Experience… And I concluded with enterprises’ increasingly high expectations: i.e. support beyond new CRM platform implementation and third-party maintenance. In this…
Software is (still) eating the world
Around mid-December, a big private tourist estate in Ile-de-France (region of France) launched an email campaign to ask its customers for help, in the wake of the disastrous year that had been 2020. Options offered by the company were the purchase of visit tickets, that could be used during the holiday season or later, or donations. However, there…
The 3 pillars of CRM-Marketing digital projects
We have initiated the publication of a series of three articles to present our current vision regarding Customer Relationship digital projects and explained in the first blog article, “CRM and artificial intelligence: how to develop and optimise your data?“, the importance of starting these projects with a strategic vision as well as an audit of…
Retail: how to properly use Adobe Campaign and Ysance?
We recently had the opportunity to help a textile retailer redesign its transactional emails and used the Adobe Campaign and Ysance solutions to do so. In this article, I would like to present to you these 2 solutions as well as the use cases. Presentation of the Adobe Campaign and Ysance solutions Adobe Campaign The…
CRM project: the 5 key factors that will help you (at long last) achieve your goals
Did you know that, according to studies conducted over recent years, 30 to 60% of CRM projects continue to fall short of their objectives? A trend also observed over a longer 13-year period (from 2001 to 2014 in the figure) with outcomes being the same, regardless of the solution selected, and even in cases where…
CRM and Marketing: how to enrich customer experience?
For a number of years now, CRM and Marketing subjects have been addressed simultaneously in order to set up a unified platform that could strengthen customer relationship quality regardless of the variety of paths and experiences. As many players are involved, all efforts must first be harmonised and a one and the same customer vision…
CRM Projects: how to optimize your Return On Investment?
After having emphasised the importance of rooting CRM projects in a strategic vision and auditing the available (and required) data capital, we broaden the scope of discussion to include the major changes that companies must undergo to remain competitive today, namely with respect to what we have termed “internal culture,” one of our 3 CRM…