The Reasons to Drop Silos Could Fill a Book

by guest 04 Sep 2014 Blog Post

The Reasons For Dropping SilosThis post was written by Stefan Tornquist, Vice President of Research for Econsultancy. Stefan was recently featured in our Without Infrastructure, You Can’t Be Social ebook.

Recently, I got to hear a candid anecdote from a leader at a B2B equipment manufacturer that’s growing quickly and has sales teams flung across the world. The last few years have seen their product set change massively, and it has moved them to a hybrid service model, which confounded their system for attributing sales and commissions. That’s sacred territory and a real problem.

She described several efforts between sales, marketing, and finance to fix things, but no solution captured the nuances important to the players. But a coincidence cut the knot: the implementation of a new internal social infrastructure. (more…)

Branderati Is Joining The Sprinklr Family

by Ragy Thomas 02 Sep 2014 Announcements, Blog Post

Sprinklr Acquires Branderati Advocacy Marketing

Today, we are very excited to announce that Branderati, the leading influencer advocate solution, has been acquired by Sprinklr.

It’s a big day for the industry as advocacy now becomes a critical part of the enterprise social infrastructure. For Sprinklr, it’s another milestone on our journey to creating the most complete social software platform for large brands.

We’re witnessing an immense change in consumer behavior, in both B2B and B2C environments. Today, over 60% of consumers have decided what to buy before they ever step into a store or contact a brand. Over 70% of consumers trust others like them more than brands themselves when it comes to product information.

Advocacy is an essential part of every marketer’s activities going forward.

However, instead of telling you why this makes sense for Sprinklr and the brands we serve, I am going to let Mark Curtis, the CEO and Founder of Branderati and our newest General Manager, tell the story. He understands the importance of advocacy as well as anyone.

Mark…take it away and welcome to Sprinklr. (more…)

Weekly Social Media Round-Up: August 29, 2014

by biancaohannessian 29 Aug 2014 Blog Post

weekend update snl

 

Here’s what happened in the world of social this week…

Twitter advertising moves across the globe

This week, Twitter announced that it is expanding its advertising services to 12 new countries across Europe. This will include access to tools such as Promoted Video and Mobile App Promotion. Twitter advertising is now available in 35 EMEA countries, and this figure is likely to increase following reported growth in this region over the past year. (more…)

Integrated Paid Social Webinar Re-Cap

by biancaohannessian 28 Aug 2014 Events

integrated paid social

Featuring Rob Krin, Digital Marketing and Loyalty Manager, Castrol North America.

With organic reach on the decline, many brands are being forced to rethink, re-strategize and confront a myriad of challenges.

But with challenges also comes opportunities. During last week’s webinar (recording available here), Sprinklr’s Simon Mansell and Brian Kotlyar joined Rob Krin of Castrol North America to discuss the benefits of an integrated paid solution. Below are the key takeaways. (more…)

The Rich ROI of Customer Experience Management

by Jan Zlotnick 28 Aug 2014 Customer Experience

CXpressoShotVol1

 

sorry but cx priorityWelcome to your weekly pick-me-up on the art and science of improving your Customer Experience Management (CXM). 

Have you ever been asked if there’s a direct correlation between customer experiences and revenue? In this case study of two companies with different revenue models — one transactional, the other subscription-based, you can see the link between two common elements relevant to all industries: customer feedback and future spending by individual customers.

  • Transactional-based customers who had the best experiences spent 140% more compared to those who had the poorest experiences
  • Subscription-based customers with the poorest experiences had only a 43% chance of being a member a year later
  • Those who gave one of the top two experience scores had a 74% chance of remaining a customer
  • Customers with the lowest experience score will likely only remain a customer for a little over a year.
  • Customers with the highest score are likely to stay for another six years.

If you’re interested in upping your revenue, you’re interested in upping your game in the driving source of that revenue: your customer’s experience. We’ll be showing you how in this weekly serving of CXpresso Shots. Enjoy.

 

(more…)