Latest Headlines

Latest Headlines

The fragmenting of the CRM landscape

Marketers are purchasing and leveraging customer relationship management tech solutions in a more fragmented manner, moving from bigger all-in-one CRM solutions to cloud-based technology that can scale to an organization's requirements.

40% will switch retailers for better security, payments convenience

Loyalty to retailers can be fleeting. Forty percent of customers are willing to change to another retailer for day-to-day items if new technologies offering better data security and convenience of payments are available.

CRM best practices for marketers

Customer relationship management tech solutions can help streamline the way marketing organizations operate, but there are some possible pitfalls that can keep these systems from reaching their full potential. 

'Black box recorder' resolves hhgregg's e-commerce issues

Appliance and electronics retailer hhgregg has integrated a software solution into its e-commerce site that allows the merchant to replay customer Web experiences so problems can be quickly resolved.

Bankrupt RadioShack will not sell most customer data

It's no sale for most of RadioShack's customer data. The bankrupt retailer will not sell the information and destroy it instead. No credit or debit card numbers, social security numbers, birth dates or phone numbers will be transferred in accordance with a deal struck with a group of 38 state attorneys general.

Standard General acquires RadioShack's intellectual property; customer data sale pending

RadioShack's intellectual property, which includes the iconic brand's name as well as its customer data, was sold at auction this week to Standard General, a hedge fund that acquired many of the stores, keeping 1,700 of them from liquidation with plans to revive the RadioShack legacy.

Customers frustrated with phone support; prefer chat, other digital channels

Mobile, self-service on websites and chat are rapidly growing as channels for retailers' customer support as frustration grows with telephone contact centers. Today's mobile-oriented, always connected customer expects better from customer service calls than many companies can deliver.

AmEx loyalty coalition Plenti officially launches in US

Plenti, the first U.S.-based loyalty coalition, is now available for consumers online and at thousands of retail locations including AT&T, Exxon, Macy's, Mobil and Rite Aid.

Adobe-Microsoft partnership unites marketing and CRM tools

Adobe and Microsoft have teamed up to enable their mutual customers to share data. The partnership ties Adobe's Marketing Cloud to Microsoft's Dynamics CRM and is designed to eliminate "frustrating customer experiences that result when marketing, sales and customer service interactions are siloed."

Retailers are beating bad weather with better analytics

It's not unusual for retailers to blame the weather when sales go south, but one of the great benefits of omnichannel is that the impact of bad weather is minimized. The storms of 2015, thus far, may have buried parts of the United States but they aren't burying retailers.