Truly Zoho
Arion Research LLC
March 07, 2023
And we went to India… Sometimes the only way to really understand a thing, is to see it in its most natural context. I’ve known Zoho and (at least part of) its unusual culture and business approach for many years. The narrative; Indian startup, no outside investments so completely bootstrapped, private, a wide variety of SaaS products that work across the whole business and are very attractively priced, employee focused and dedicated to giving back to the communities in which it operates. It’s an interesting story and just on its face, unique in a tech world that is funded by venture capital and private equity, obsessed with growth over anything else and with an ultimate goal of entering the public markets or another “big money” exit. As I would eventually learn, what I didn’t know (or maybe the word is “understand”) about Zoho was fairly significant. The event, Truly Zoho, is aptly named, and brought ~15 analysts who have covered Zoho for many years to its Chennai HQ, with a short visit to Tenkasi at the end of the week.
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Tags: Business Strategy, Culture, Customer Experience
An Automated Future?
Arion Research LLC
November 06, 2022
There are few tech topics as popular today as automation. Automation isn’t a new tech capability of course, but it has crossed over from just mechanical automation (robotics), to include software automation like robotic process automation (RPA). Without writing a complete history of process automation, I’d be remiss to make it sound like using software to automate processes is new either.
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Tags: AI, Digital Transformation, RPA
The Subscription Advantage
Arion Research LLC
October 16, 2022
The tech industry has been enamoured with the subscription business model since the late 1990’s as Netsuite and Salesforce first began offering applications as a service over the Internet. The “Great Recession” of 2007-2009 accelerated the adoption of software as a service (SaaS) across a variety of businesses as capital investment dried up and companies that wanted to be competitive moved software acquisition to SaaS and subscription (and their operating budget versus capital budget). Since 2009 SaaS and cloud computing has rapidly expanded to include all types of technology from infrastructure (IaaS) to hardware and is the default business model for most tech companies. Over the past 10 years that expansion of the model has moved into a rapidly growing list of industries including consumer goods, automotive, manufacturing, media, entertainment, and many others.
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Tags: Business Strategy, Cloud, Sales
Slack, the “New” Enterprise UI?
Arion Research LLC
September 29, 2022
At Dreamforce last week there were two announcements that overshadowed the rest in my opinion, Salesforce Genie, which I already covered here; and Slack Canvas. I guess I shouldn’t just discuss Slack Canvas though, there were several Slack enhancements of interest and also a tie back into the Genie announcement. Slack and Salesforce customers are clearly benefiting from the acquisition, the investment of resources and linkage to the overall strategy really show.
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Tags: Customer Experience, Digital Transformation
Slack, the "New" Enterprise UI?
Arion Research LLC
September 29, 2022
At Dreamforce last week there were two announcements that overshadowed the rest in my opinion, Salesforce Genie, which I already covered on the Arion Research Blog in a previous post; and Slack Canvas. I guess I shouldn’t just discuss Slack Canvas though, there were several Slack enhancements of interest and also a tie back into the Genie announcement. Slack and Salesforce customers are clearly benefiting from the acquisition, the investment of resources and linkage to the overall strategy really show.
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Tags: CRM, Customer Experience, Digital Transformation
Meet Salesforce Genie
Arion Research LLC
September 26, 2022
Salesforce Genie is a real-time data platform that enables the delivery of personalized and individualized experiences across sales, marketing, service and commerce. Genie, which runs on Hyperforce, leverages Salesforce Flow and Einstein AI to maximize the effective use of all your customer data in real-time or near real-time.
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Tags: AI, CRM, Customer Experience
Experience Matters
Arion Research LLC
September 16, 2022
Building relationships and trust online can be difficult and the ongoing relationship can be fragile. The more online interactions the greater the opportunity to increase trust through positive experiences, but the dark side of that opportunity is the risk of exposure to poor interactions and the damage they can do to trust. Subscription based products and services, which are more prevalent now than ever before in a wide variety of industries, are particularly exposed to experience risks since long term company success is tied to renewals and relationships. Customer service (and customer success) takes on significantly increased importance to those experiences and the health of the customer relationships.
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Tags: CRM, Customer Experience, Digital Disruption
Zuora to Acquire Zephr
Arion Research LLC
August 25, 2022
Yesterday subscription management provider Zuora announced that it plans to acquire Zephr, a provider of a subscription experience platform. The London based Zephr, which focuses on the digital publishing and media industry vertical, already integrates with the Zuora application suite “out of the box” with several joint customers in production. In general the two sets of applications are complimentary with little overlap. The overall subscriber experience is business critical in both new customer acquisition and long term customer retention, so it’s easy to see the opportunity for the combined solution.
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Tags: Cloud, Customer Experience, Startups
Selecting a SaaS Solution
Arion Research LLC
August 23, 2022
In the recently published report on subscriber experience, we examined a number of topics including the factors that are important in making a subscription purchase decision. The report is based on a survey conducted in May of 2022 (N=394) and focused on business to business (B2B) subscriptions. There were two questions related to the selection and purchase, one looked at influence on the purchase decision and the other at selection of the service provider.
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Tags: Cloud, Customer Experience, Digital Transformation
From Free to Paid, Why Do SaaS Customers Upgrade?
Arion Research LLC
August 12, 2022
We recently published a report on subscriber experience based on a survey conducted in May of 2022 (N=394). The survey collected data on a number of subscription topics, including trying to understand why customers upgrade from a free version. Free versions and free trials are important tools in building a product led growth (PLG) business and conversion to paid is always a hot topic in a PLG company. There are many factors that can influence the customer’s decision to convert, but there is a core set of levers that can be manipulated.
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Tags: Business Strategy, Cloud, Customer Experience
Accelerating Growth with Customer Feedback
Arion Research
August 10, 2022
In the pre-Internet dark ages choosing a business, product or service was a combination of faith and referrals from friends and colleagues. Reputation was important then and now, but it wasn’t on display for the world to see. If you were a business that wanted to gather feedback on an offering you could use a focus groups, maybe mail out or phone for a survey, or interview some customers directly. The widespread use of the Internet has changed gathering feedback dramatically, and even if you don’t want feedback you will have to deal with it or suffer the consequences.
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Tags: Customer Experience, Startups, CRM
Collaborative Incident Management
Arion Research
July 18, 2022
There’s a process in incident management called “swarming” that has emerged over the past couple of years. The idea seems pretty simple (and maybe just puts a name on something that companies have done in some fashion for a longer time), when there is a critical incident, bring a team together that has the capabilities and skills to find and execute the resolution. This approach eliminates handoffs and puts the spotlight on the issue and the “right” team to sort it out. While the idea is pretty simple, executing it effectively has some complexities and impediments created by the lack of a systematic way to manage the swarming. The process also eliminates the need for the escalation or tiered model in your support organization, creating instead a collaborative support model.
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Tags: Customer Experience, Startups, CRM
Are Your Customers “Lost”?
Arion Research
June 30, 2022
I was attending a virtual vendor analyst event recently and as a part of the presentation customer journey maps, a mapping tool and journey map “templates” were demonstrated. In a back channel conversation with a colleague my aversion to the concept of a “journey map” came out in full force. Don’t get me wrong, I understand why it’s such a popular topic and approach to building out potential customer interactions. The fundamental issue though, is that the journey mapping is done based on what you want the customer to do, not what the customer actually does.
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Tags: Customer Experience, Digital Transformation, Marketing
The Value of an Integrated Marketing Platform
Arion Research
May 10, 2022
Over the past 15 or so years the marketing tech “stack” has exploded in number of solutions, categories of solutions and complexity. Since almost all new marketing solutions are SaaS based, subscribing to the ever growing number of solutions is very easy, which is good and bad. It’s good because it has empowered users to find the best solution to their particular business problem. On the “bad” side though, adding all the niche solutions to the mix has created application, data and communication silos that prevent the organization from easily getting a complete view of the customer, prospect and the performance of marketing projects and initiatives. In other words, solving some problems has create new and bigger problems, leading to an extremely disjointed and fragmented view of the entire marketing function, its impact and the critical customer data that is needed by the entire company. All this fragmentation directly impacts the ability of marketing to collaborate inside its organization and across the business.
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Tags: Digital Transformation, Innovation, Marketing
Subscriber Experience
Arion Research
May 10, 2022
I recently completed a survey on subscriber experience and am currently going through the data to build a full report. In the mean time I put together this infographic to get some of the data out quickly.
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Tags: Customer Experience, Digital Transformation, Innovation
Is B2B Sales Broken?
Arion Research
March 29, 2022
An emerging category of solutions called sales acceleration platforms, can create a digital support structure that combines AI, on-demand content and crowd sourced intelligence to improve each customer interaction. Using a sales acceleration platform ensures new reps onboard quickly, come up to speed and meet performance targets sooner and existing reps increase productivity while reducing the ‘friction’ that is creating the low job satisfaction and turnover.
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Tags: AI, Emerging Technology, Sales
Top Tech Trends for 2022
Arion Research
December 18, 2021
The past two years have created a great deal of change in how businesses use technology and elevated the importance of that technology to the overall business strategy as the pandemic forced more and more business online. The impact of the past two years is driving continued change and the economic uncertainty creates the need for businesses to accelerate their transformation efforts. The next two years will see many technology changes and innovations as companies scramble to be more competitive.
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Tags: Digital Disruption, Digital Transformation, Emerging Technology
The Agile Enterprise: Automation and Workflow
Arion Research
November 07, 2021
Agility, flexibility and adaptability are all aspirational traits for a "modern" business. They are, in part at least, the intended outcomes from digital transformation. They are however, a very difficult and complex set of capabilities to achieve. Some of that difficulty is cultural of course, in general people resist change. Beyond the cultural though, getting underlying technologies that enable the ability to be agile, flexible and adapt to changing market conditions is a challenge for most businesses (and systems). Many business technology systems in use today are still built in ways that inhibit the ability too rapidly adapt business strategy and operations to changing market conditions. System constraints often create impediments to a successful transformation.
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Tags: AI, Digital Transformation, Emerging Technology
Building the Best Digital Experiences
Arion Research
September 20, 2021
With the rapid move online for businesses and consumers over the past 18+ months of the pandemic, "digital experience" has surfaced as one of the most critical factors for business success. Digital experience (DX) is a broad term and can apply to many aspects of managing a business' online presence. In the broadest sense DX encompasses employee or workforce experience (EX), customer experience (CX) and depending on the business, partner experience as well as any other stakeholder interactions. You could also package all that up as user experience (UX), which covers all online business interactions. Cloud communications platforms, automation, intelligent virtual assistants, and any systems that deliver end-to-end business processes are all a part of delivering the desired UX.
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Tags: Customer Experience, Digital Disruption, Digital Transformation
Why Context Matters in Software Selection
Arion Research
August 29, 2021
Analyst firms love to produce reports that compare technology solutions, businesses love to use those reports to support software selection and software suppliers in general love to hate them. Well, maybe that's too harsh, suppliers actually hate the process and only love the reports when it makes them look better than competitors. As a solution buyer, what do these comparison reports really tell you?
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Tags: Digital Disruption, Digital Transformation, Procurement
A Digital First Strategy
Arion Research
August 17, 2021
The behaviors and expectations of customers changed to meet the changing conditions of the past 18+ months. Those behaviors are, in my opinion, irrevocably different. That means that in this aspect anyway, you have to ensure the new workflows, processes and employee behaviors put in place during the pandemic response continue to be improved and remain in place. Intentional digital transformation projects historically proved themselves as complex, difficult and often did not deliver the intended results. According to a Boston Consulting Group (BCG) study from October 2020, 70% of digital transformation projects fall short of their objectives. BCG also found that digital leaders see earnings growth of 1.8 times higher than digital laggards. There are a lot of reasons from a customer and business perspective then, to assess your progress and work to improve all the changes you've already implemented. From a workforce perspective the transformation efforts need to continue as well, no matter what direction your post pandemic remote work policies take.
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Tags: Business Strategy, Digital Disruption, Digital Transformation
Delivering a "Good" Subscriber Experience
Arion Research
August 03, 2021
While you can’t create subscriber engagement, that’s the subscriber's choice, you can provide an experience that can lead to engagement. An engaged subscriber has tremendous potential value for your business. Gallup Research found that customers who are fully engaged represent an average 23% premium over the average customer in share of wallet, profitability, revenue and relationship growth. Engagement leads to loyalty and satisfaction. Engaged customers, according to Bain and Co., spend between 20% and 40% more than other customers.
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Tags: Business Strategy, Customer Experience, Digital Transformation
Digital Experiences: Cloud Communication
Arion Research
July 25, 2021
Most communication tools and access to channels show up in the business’ existing business applications like customer service, marketing automation, etc. The problem with that though, is that in general the communications are siloed to the specific function of the application and can’t be extended across the business. Silo’ed applications with silo’ed commutation capabilities hinder or prevent consistent messaging, consistent channel availability and internal collaboration around a specific issue. The same is true of single communication channel tools as well. When it comes to communications with customers, silos are inherently “bad”.
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Tags: Cloud, Customer Experience, Digital Transformation
Agile Software Implementations
Arion Research
July 01, 2021
Complex software implementations have always been a challenge for most businesses. The systems are complicated, they touch people, processes and other systems across the company and have a low rate of success. There are many reports published on implementation failure rates, for example the 2020 Standish Group Chaos Report shows only 31% of the studied projects were successful, while 50% were challenged and 19% outright failed. This is not a new topic, the low success rates have plagued implementations for years. The numbers do seem to be improving though. One of the reasons for that improvement is the growing use of agile methodologies for complex implementations.
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Tags: Agile, Digital Transformation, Project Management
Finding the "Right" Digital Solutions
Arion Research
June 26, 2021
Last year businesses realized that digital transformation wasn’t just a tech industry buzzword but something necessary for them to rapidly respond to the growing Covid-19 crisis. For companies that could do business with a remote workforce, getting the tools, systems and processes in place to enable work from home, eCommerce and digital customer connections was chaos, at least for those that were not already properly outfitted. Looking back now, it's easy to spot three distinct phases of the transformation. Phase one was basically reactionary, get anything in place that will keep the business operating, particularly focused on the newly remote workforce and in communicating with customers and prospects. Phase two was focused on eCommerce (for businesses that had that opportunity), cleanup of work processes and tools, and a growing concern over digital experiences for customers. Phase three, which seems to have started late last year, is broader, and focused on optimizing tools, processes and experiences. This phase will likely continue for the next 18-24 months as workforce policies and new ways to be competitive are explored and implemented.
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Tags: Business Strategy, Cloud, Digital Transformation
Digital Innovation
Arion Research
June 19, 2021
Digital innovation is the differentiator in the post-pandemic economy. For many years in the tech community we have talked about something called “digital transformation” (DX) or as some call it, the fourth industrial revolution. At its simplest the concept is about shifting your business to use new digital technologies and strategies to modernize business models, business strategies, business operations, customer experience, and workforce experience. On one hand there are disruptive companies that emerged over the past 10+ years as “digital native”, having built their business strategy, model and operations from the ground up on digital platforms. Companies like Uber, Airbnb, Lyft, Stripe, Robinhood and Doordash created a new business opportunity by melding a digital platform with a business platform to solve problems and deliver product/service in a novel way. But the digital natives, as disruptive as they are, are only a tiny part of the business landscape.
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Tags: Digital Disruption, Digital Transformation, Innovation
What makes for a good subscriber experience?
Subscribed Institute
June 15, 2021
Getting what you want, when you want it, how you want it defines a superior subscriber experience. But right now, many companies are failing to deliver. According to a recent study by the management consulting firm Bain and Co, 80% of CEOs believe they deliver a superior experience, but only 8% of customers agree. And this disconnect has obvious negative consequences: according to a study by consulting firm PwC, 32% of all customers would stop doing business with a brand they loved after one bad experience. With 70% of a subscription company’s revenue comes from existing customers through upsells, add-ons, and renewals, retention — not just new customer acquisition — that means that ensuring a quality subscriber experience is table stakes for growth.
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Tags: Business Strategy, Customer Experience, Digital Transformation
Top Digital Transformation Trends in 2021
G2 Research
December 08, 2020
The volume and pace of change, hardly unfamiliar to the technology world, will continue to accelerate in 2021. Pair this with the sheer number of options for meeting business requirements with software and services, and it will lead to many businesses being abstracted from the technology that enables them. The use of cloud and software-as-a-service started this trend, empowering small and mid-sized businesses with solutions that had been reserved for their larger, enterprise competitors. Rather than relying on a large IT department, businesses will come to rely on intelligent platforms that employ software services and the hardware to run them based on its understanding of the workload—trading-off requirements, urgency, and the costs of different services to run it.
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Tags: Cloud, Digital Transformation, Emerging Technology
How to Make Informed B2B Purchasing Decisions
G2 Research
March 18, 2020
Technology, particularly software, is a critical to building and growing a modern, competitive business. And if that's true, it puts an incredible amount of pressure on choosing which solutions to buy and implement. (It’s also broader than simply the tech question. The potential working relationship with the seller is also important, particularly with cloud products where an ongoing subscription defines the commercial relationship.)
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Tags: Business Strategy, Digital Transformation, Innovation
Transforming Your Business With IoT and ERP
G2
September 19, 2018
All businesses need core software functions such as financial management, customer management, customer service, etc., but the adoption of these products alone is no longer sufficient to stay competitive. Inside the digital platform, inside core business functions, a business needs to be able to incorporate value-adding technology such as AI/ML, blockchain, and IoT. Embedding technology inside the digital platform allows all core functions to leverage these capabilities both when they are needed and where they have the highest impact.
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Tags: Digital Transformation, ERP, IoT
Cryptocurrency miners hacked my blog
VentureBeat
April 22, 2018
A few weeks ago, I was alerted by email that someone had logged into the admin console of one of my blogs. It was around 11:30 PM, and I was getting ready to go to sleep. Since I’m the only admin on my blog, I was surprised. Surprise quickly turned to alarm as I realized it must be a hack. That realization was the beginning of nearly five days of effort to stop the attacks, restore my sites and secure them to minimize the possibility of attacks in the future.
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Tags: Cryptocurrency, Cybersecurity, Security
The Blockchain Disruption
LinkedIn
June 22, 2017
The business and individual use cases for blockchain platforms are growing. Almost any type of managed transaction might benefit from the use of blockchain. It can even extend to humanitarian uses, as evidenced by the Microsoft and Accenture partnership that was announced at the 2nd ID2020 summit this week, and is designed to provide an identification system for people who today have difficulty establishing legal identity including 7M refugees.
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Tags: Blockchain, Digital Transformation, Innovation
A Technological Business Advantage
Software Magazine
February 01, 2017
Companies are reassessing and revamping their businesses as they try to optimize for the digital economy. This business transformation, sometimes called digital transformation (DX), is very broad and impacts all areas of a business. A lot of the time, resources and budget are part of DX efforts at many companies. What is DX, what business functions are affected, and what technology can ease the transformation?
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Tags: Business Strategy, Digital Disruption, Digital Transformation
What Are Intelligent Applications and Real World Use Cases
G2
January 24, 2017
AI is intelligence exhibited by software or machines, and—through machine learning—has the capability to improve itself over time. AI functions in different ways depending on the specific application of the technology, but in general it has some form of sensory input (like a neural net, or even just data mining large data sets) and provides some self-improving output based on that sensory input.
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Tags: AI, Digital Disruption, Innovation
Spotting Fake Online Reviews
Medium
April 10, 2016
Most of us rely on online reviews to helps us make a variety of decisions that range from where to have dinner to which business software to buy. Reviews have influence on our decisions and businesses are aware of that, or at least starting to see the value of the crowdsourced reviews. It’s so commonplace in making simple daily decisions that the behavior has become automatic…you’re traveling somewhere check Tripadvisor, need a good book or some new music, check Amazon, a dinner reservation, Yelp or OpenTable, it’s habit. The consumer trend of using reviews are now influencing larger decisions in both B2C and B2B. The more we trust the source and rely on reviews for decision support, especially as we include more large purchase decisions, the more influence the review sites have on us, and sadly, the more they become targets for dishonest behavior.
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Tags: Business Strategy, Digital Disruption, Social
Just like Coffee - Digital Transformation is not ONE and done
Digital Evolution Forum
March 14, 2022
Companies are now focussing on the digital experience they provide to their customers and their staff. When digitally transforming it is important to understand it is not a one and done. In order to become a fully digitised business, you must look at all of your operations in a new light. CEO & Chief Analyst, Arion Research, Michael Fauscette explains digital transformation is all about the people, not the technology and how to shift towards a digital-first mindset.
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Tags: Business Strategy, Digital Disruption, Digital Transformation
Ep. 24 - Business Innovation And Technology Research with Michael Fauscette
YouTube
November 04, 2021
This episode of the Success Fundamentals Podcast features Michael Fauscette, CEO & Chief Analyst of Arion Research and Advisor to G2 and Entercom.io. A career in tech is not dependent on your educational background.
Michael's story of success found him in many different fields trying many things out before he found his way to tech. His background in music lent a different way of learning but his natural curiosity is what drove him forward.
After a decade of experience in engineering and software while in the Navy, Michael adapted post-Navy to a life in tech. He shares that you define your success and passion is the only reason you should be doing it.
He shares his thoughts on money as a tool and power as best wielded by servant leaders. Finally, Michael shares his current initiatives like an upcoming book and his role in Arion Research.
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Tags: Cloud, Innovation, Leadership
Curiosity Doesn't Kill the Cat with Michael Fauscette
Success Fundamentals
November 04, 2021
This episode of the Success Fundamentals Podcast features Michael Fauscette, CEO & Chief Analyst of Arion Research and Advisor to G2 and Entercom.io. A career in tech is not dependent on your educational background.
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Tags: Digital Disruption, Startups, Entrepreneurship
CRM Playaz Weekly with Mike Fauscette
YouTube
April 08, 2021
Advisor, Board Chair, Influence, Analyst, Thought Leader, Jazz Aficionado and Expert Photographer Mike Fauscette joins us to shoot the stuff about whatever comes to our mind....
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Tags: CRM, Leadership
CRMKonvo #25 Michael Fauscette on CX Trends Analysts and photography
YouTube
December 02, 2020
We will discuss 2021 trends, views on the best and worst buzzwords on the market, the role of CDPs and an actually usable AI.
Michael is a renowned analyst and author, with more than 20 years of experience in and around the CRM industry. He is the Chief Research Officer at G2, an analyst firm that bases its analyses on customer feedback. Our discussion topics will include the role of analysts — whether they are serving their purpose well and what could be improved, the meaning of CX, trends and, of course, the worst industry buzzwords of the year.
And some photography.
As usual - it is a conversation and might lead different directions.
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Tags: Customer Experience, Innovation, CRM
How to get the right technology to power mobile marketing success
MarketingSherpa
January 15, 2019
To truly leverage mobile marketing, it takes three crucial elements — the right plan, the right technology to power that plan, and great creative ideas to make use of that technology for the customer’s benefit.
We sat down with Michael Fauscette, Chief Research Officer, G2 Crowd, to give you ideas for your brand’s mobile marketing strategy — discussing everything from AR and beacons to single view of the customer to data-driven marketing to vendor selection.
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Tags: Customer Experience, Marketing, Mobility
Why AI-faked videos are a danger to national and business security
TechRepublic
May 18, 2018
If you thought fake news was bad just wait until hackers get their hands on AI-powered face swapping tech, says G2 Crowd CRO Michael Fauscette.
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Tags: AI, Digital Disruption, Emerging Technology
DisrupTV Episode 0023
DisrupTV
July 08, 2016
A discussion with the DisrupTV team about reviews sites, buyer behavior and analyst firms.
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Tags: Digital Disruption, Sales, Startups
Competitive Advantage: It’s Not Just About the Technology, It’s About the Frame of Reference
CxOTalk
October 09, 2015
Creating the right environment to connect with customers, employees and partners is not just about doing the same thing we have always done. If we do more of the same thing we don’t have the right frame of reference. The Business Modernization framework is a way to look at all aspects of the business and identify what the new way to operate should be, identify the technology that can enable that, then identify the culture shifts and the change that needs to happen to enable the business to be effective in today's environment.
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Tags: Business Strategy, Digital Disruption, Digital Transformation
Customer Edge TV: The Modern Customer Journey Map CRM
Customer Edge TV
October 03, 2014
Mike Fauscette, Group VP of Software Business Solutions at IDC discusses modernizing customer journey mapping and building customer experience models. He takes us through the stages of buying: Need, Brand Awareness, Education, Evaluation, Decision, Purchase, Advocate. They also touch upon how mobile changes this model.
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Tags: CRM, Customer Experience, Digital Disruption
Characteristics of High Growth Successful SaaS Companies
Montclair Group
January 10, 2014
A discussion on the SaaS and subscription model, and what it takes to be a successful SaaS startup.
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Tags: Cloud, Emerging Technology, Startups
#14: CXOTalk with Michael Fauscette
YouTube
June 14, 2013
CXO-Talk brings you live conversations on leadership, innovation, and transformation with people shaping the future. Your hosts are Michael Krigsman and Vala Afshar.
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Tags: Innovation, Leadership
Community for a Complete Customer Experience Strategy: IDC's Michael Fauscette
YouTube
January 09, 2013
Your customers have adapted to the social age—they're tech savvy with lots of options and short attention spans. Your business must adapt along with them if you want to capture their attention and earn their loyalty. Michael Fauscette, Group VP of IDC's Software Business Solutions, discusses about the best way for companies to engage, interact, and provide a positive experience at every point in the customer lifecycle.
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Tags: Customer Experience, Leadership
Optimizing the Sales Discovery Process
Subscriber Experience
Accelerating Revenue with Sales Technology
Arion Research LLC
Regaining Trust Through Connected Selling
Develop thought leadership content - blog, article or eBook
Board Director / Advisory Board Member
B2B Reviews and Customer Advocacy Programs
Competitive Market Analysis
