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Virtual Salesgirls Convince Waffling Consumers to Make a Deal

For e-tailers that suffer from shopping cart abandonment -- or consumers that spend too much time contemplating a purchase -- a virtual salesgirl with a perky name and a handy discount might just close the sale. That's the hope of intellichat, which vends 24-hour virtual salesgirls with names like Rina or Summer, reputed to increase sales "by as much as 30 percent" instantly. "[Your] virtual sales agent [is] custom tailored to your site, working 24  [...]
Posted: Friday, June 27th 2008

Quick Start Preps Websites for Behavioral, Contact Data Collection

Coremetrics launched Quick Start, a digital marketing service that reduces website tagging time. "This enables clients to optimize their site for [collecting business and behavioral data] in a single day," the company stated. Quick Start reportedly enables clients to take online marketing campaigns live in as little as three weeks. Interested clients must take a one-day Coremetrics session so their data acquisition strategy can be assessed. Based o  [...]
Posted: Tuesday, June 24th 2008

Disconnects between C-Level Execs and Customer Service

The executive suite and the customer service department are misaligned, with a significant gap between what C-level executives promise and the reality of customer service, according to the results of a worldwide survey by Genesys Telecommunications Laboratories, MarketingCharts   [...]
Posted: Thursday, May 29th 2008

Nielsen Measures the American Idol Phenomenon

As viewers anxiously await the finale of American Idol's seventh season, the Nielsen Company reported TV, advertising, mobile, music and online data trends about FOX's runaway hit and its contestants, MarketingCharts   [...]
Posted: Wednesday, May 21st 2008

Salesforce to Sell Google Apps; Microsoft Officially Challanged

Google and Salesforce have deepened their existing relationship, presenting a more formidable challenge to Microsoft's suite of productivity software. The partnership integrat  [...]
Posted: Monday, April 14th 2008

How To: Deploying and Managing Effective Online Lead-Gen Campaigns

Marketers are under significant pressure to generate trackable ROI on online ad campaigns. This isn't easy when most online media charge for impressions or clicks, which may never convert to leads. Cost-per-lead (CPL) campaigns enable marketers to pay solely for leads. And while online lead-gen is stigmatized – mostly for   [...]
Posted: Wednesday, April 9th 2008

SEM Spend to Grow as Marketers Shift Budgets amid Economic Concerns

Search engine marketing (SEM) spending is taking budget share from other marketing efforts -- not only offline but also online -- according to preliminary findings from the 2007 State of the Market survey by the Search Engine Marketing Professional Organization (SEMPO), reports M  [...]
Posted: Wednesday, March 19th 2008

Study Profiles Consumers Most Influenced by Sponsored Links

Nearly one in 10 consumers surveyed (9 percent) are influenced or greatly influenced by sponsored links when searching for products or services on the internet, according to an analysis of BIGresearch's Simultaneous Media Survey (SIMM 11), writes MarketingCharts. Advertisers are allocat  [...]
Posted: Thursday, March 6th 2008

ad:tech Survey: Best and Worst Online Tactics, Budget Plans for '08

Behavioral targeting, search engine optimization (SEO) and direct email using house lists are the best-performing tactics in online marketing, according to MarketingSherpa's annual survey of ad:tech attendees, writes Mark  [...]
Posted: Wednesday, February 20th 2008

'Customer Affinity' New Measure of B2B Marketing Effectiveness

Despite increased focus on customer engagement, most B2B technology companies continue to fall short of meeting customer expectations and commitments, according to the results of a new research initiative by the Chief Marketing Officers Council, MarketingCharts reports  [...]
Posted: Tuesday, December 18th 2007

Pitney Bowes' Customer Communications Software Adds Email, SMS

Pitney Bowes' Group 1 Software division has added e-messaging to its Customer Communications Management suite. Software owners can now create and manage email and SMS communications with customers. The suite manages message delivery status notification and archives print and electronic communications, which can be accessed when customers contact call centers.  [...]
Posted: Wednesday, December 12th 2007

Salesforce Gives Its 1M Members Info-Sharing Features

Salesforce.com is rolling out features that allow customers to share sales leads, product info and other communications securely. With the site's subscriber base expected to pass the one million mark by the end of December, the firm hopes to turn its membership to an advantage by inviting them to make transactions and share information, according to ZD Net. Th  [...]
Posted: Thursday, December 6th 2007

Shift in Retailers' Strategy: Customer Service a Key Success Factor

Most retailers have come to realize the importance of customer service and are being proactive in removing barriers to delivering a superior shopping experience, according to a recent benchmark survey, The State of Retail Workforce Management, writes MarketingCharts. The survey was conduct  [...]
Posted: Wednesday, November 14th 2007

CRM Applications Revenue to Double in Value by '12

In 2006, the global CRM software market was worth just under $3.6 billion in license revenue alone. It is forecast to reach $6.6 billon by yearend 2012, growing at a compound annual growth rate of 10.5 percent, according to a new Datamonitor report, writes sister site MarketingCharts. CRM license revenue and maintenance revenue t  [...]
Posted: Friday, November 2nd 2007

Despite FTC Flak, Forbes Experiments with Lead Gen

Though online lead generation's suffered some bad press -- with some companies in the sector tempting consumers with empty promises of free iPods -- publishers aren't turning their backs on the tactic just yet. Forbes.com signed a deal with lead gen service   [...]
Posted: Thursday, November 1st 2007

Juice Media Selects ExactTarget to Handle Email Marketing

Juice Media has selected ExactTarget to power its email marketing efforts. Juice plans to integrate Exact's email marketing platform into its "CRM and Web 2.0 marketing platform," according to DM News. Called JuiceMetrIQs, Juice's "CRM 2.0 platform" ini  [...]
Posted: Wednesday, September 19th 2007

Online Merchants Increasing E-Commerce Budgets for Apps, Services

Nearly 8 of 10 web retailers (78.2 percent) - among chain retailers, catalog companies, virtual merchants and consumer brand manufacturers - plan to increase their spending on e-commerce applications and services this year, according to an Internet Retailer survey of e-commerce technology spending intentions, wri  [...]
Posted: Monday, August 6th 2007

Social Commerce Gaining Ground among Online Retailers

Online retailers are tapping into user-generated content (UGC) as a way of increasing sales and improving customer satisfaction, according to research published Wednesday by E-consultancy and Bazaarvoice, MarketingCharts reports. Some of the findings of "  [...]
Posted: Thursday, August 2nd 2007

Call Center Remote Agents Help Increase Efficiency, Reduce Costs

Over 35 percent of best-in-class (BIC) companies have experienced greater than 10 percent improvement in customer satisfaction upon implementation of remote agents - i.e., the creation of virtual call centers via a blending of locations, home-based agents and offshoring - according to a recent Aberdeen survey,   [...]
Posted: Wednesday, August 1st 2007

For Search Engines, Privacy is the New Black

Major search engines, including Yahoo, Google and MSN, are bending over backward to update retention policies, minding concerns that consumer search data sits in their hands for far too long, according to ZDNet. Recently Ask publicly announced the development of AskEraser, which purges search data completely. And on M  [...]
Posted: Wednesday, July 25th 2007

Study: Customer Data Quality a Basis of Business Growth

Nine of 10 of "Best-in-Class" businesses plan to implement enterprise data management solutions within two years, and 74 percent plan to implement formal master data management programs, writes CRM Buyer, citing a recent study from Aberdeen, MarketingCharts reports. "Poor data   [...]
Posted: Wednesday, July 25th 2007

Wal-Mart Adds Consumer Opinion to Priority List

After nailing fifth-place in online visits for retail sites last June, Wal-Mart has finally decided to loosen a bit of corporate tie and let consumer reviews stream in. Advertising Age reports (via Peter Hershberg of Reprise Media) that Wal-Mart's plan to allow user-generated reviews on its site may significantly increase search engine traffic. The reviews alone will give the retail Goliath thousands of new  [...]
Posted: Monday, July 23rd 2007

PowerReviews Loosens the Staples on Consumer Gabber

PowerReviews has announced its inclusion of a tag-based customer review solution on Staples.com, making Staples the first office products retailer to provide this service. PowerReviews' tag-based approach offers "at-a-glance" Review Snapshots, streamlining the process of finding both quality products and quality reviews. Reviews written by "Verified Buyers" are also clearly identified.  [...]
Posted: Friday, July 20th 2007

Fees, Regulations Bring VoIP Closer to Standardization

In what can perhaps be considered a silver lining for VoIP proponents, the FCC is increasingly treating VoIP services like traditional phone services, having recently required operators and equipment manufacturers to support disability access such as the 711 dialing service, reports Ars Technica. The new ruling means operators, such as Vonage, and manufacture  [...]
Posted: Tuesday, July 3rd 2007

Intel Launches Chinese Tech Blog

Hoping to broaden its social media horizons, Intel has just launched a Chinese-language tech blog, reports Rohit Bhargava of Ogilvy PR. The effort is still in its infancy, but Bhargava divulges that Intel will soon unroll blogs in other languages. This strategy was designed to draw attention to the expertise of Intel empl  [...]
Posted: Thursday, May 24th 2007