Marketing & Sales

Customer journey transformation: The idea, the impact, and how to start

September 2013—When companies manage the entire customer journey–the series of interactions with a brand, vs. any single touchpoint experience–they reap significant benefits.

• View the presentation on SlideShare

Big data key trends and industry update

September 2013—Rishi Bhandari, a senior expert at McKinsey and co-leader of the Marketing Return on Investment service line, spoke at the Association of National Advertisers about how companies can use advanced analytics to unlock up to $200 billion from marketing.more

Cracking the mobile advertising code

September 2013—Sales made through mobile channels are expected to triple by 2016—but mobile advertisers need to focus on real opportunities and not false hopes.

• Read more on the Harvard Business Review Web site

The truth about customer experience

September 2013—Companies have long emphasized touchpoints—but the narrow focus on maximizing satisfaction at those moments can create a distorted picture.

• Read more on the Harvard Business Review Web site

Back to basics: What luxury customers really want from digital

August 2013—Thomas Romieu, Digital Director, LVMH Group, notes that what luxury goods shoppers really want is a streamlined experience that minimizes the number of decisions they have to make.

• Read more on the CSI Web site

Big data, analytics, and the future of marketing & sales

July 2013—Companies that turn big data into above-market growth will identify valuable business opportunities, turn insights into well-designed products/offers, and deliver these effectively.more

• iBookstore (for iPad or iPhone)
• Amazon (iOS or Android device with Kindle app)

Higher satisfaction at lower cost: Digitizing customer care

July 2013—Handling customer issues online (“eCare”) can dramatically improve customer satisfaction scores while simultaneously reducing costs.more

ROI analytics for digital marketing

June 2013—Media indicators adapted to the digital age, and backed by social media analytics, can help deliver value.more

Digital revolution: Six trends for the media industry

June 2013—The digital revolution has shaken the publishing industry. Six trends, however, highlight new opportunities, with big implications for the media industry.

• View the presentation on SlideShare

Why B-To-B branding matters more than you think

June 2013—B-to-B brands can be a tremendous source of value for both customers and companies. Companies need to manage them better.

• Read more on the Forbes Web site

The cloud, technology, and innovation

June 2013—Companies need to think about “cloud” technology as a source of innovation and disruptive business models.

• View the presentation on SlideShare