Richard Adhikari

About the Author Richard Adhikari


Marketing

Has Marketing Automation Started Making Sense?

B2B marketing automation has a long way to go, suggest the results of a recent survey of more than 350 marketing professionals in the United States and Europe. Act-On Software commissioned Econsultancy to conduct the research for its State of B2B Marketing report released last week.
Only 51 percent of respondents said the CMO or equivalent took a keen interest in marketing automation.

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Trends

Fulfilling the Omnichannel Shopping Imperative

The omnichannel approach has become a byword in customer service, but retailers need to do more to make it happen, based on a recent study. Researchers tested 57 metrics across desktop, mobile and in-store buying touchpoints to evaluate the end-to-end omnichannel experience at 30 popular and growing retailers. Here’s the problem: E-commerce absolutely is killing brick-and-mortar stores.

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Trends

It’s a Whole New World With Alexa

Voice computing is replacing the graphical user interface, Shawn DuBravac, chief economist of the Consumer Technology Association, said early this year at CES. Digital assistants will be integrated into many household objects, he noted. About 5 million voice-activated digital voice products had been sold as of January, and Bravac estimated 5 million more would be sold this year.

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Customer Service

Excellent Customer Service Requires Emotional Intelligence

Staff engagement is a key component in a telco’s ability to positively impact customers, according to InMoment. The company recently conducted a survey of 11,000 North American customers of Internet, mobile and TV services and found that telecommunications companies’ customers just plain hate them. Telcos should emphasize emotional IQ, or EQ, in hiring and training personnel, the study recommends.

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Service Providers

Comcast, Google Can Publish Users’ Email Contents

Comcast’s Terms of Service for its Xfinity Internet service gives it, its agents, suppliers and affiliates the right to “reproduce, publish, distribute and display” the content worldwide. It also lets third parties copy, republish or distribute material posted or transmitted using Xfinity Internet. This would include confidential information sent by a company employee or an independent contractor.

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Sales

New Service Promises Help Winning Government Contracts

Onvia on Tuesday launched a new service for companies selling to the public sector. The service provides access to detailed materials associated with a given solicitation, including all submitted proposals, the awarded bid, the final contract, and the agency’s scoring criteria. Onvia “helps clients succeed in pursuing government contracts,” said Ben Vaught, director of Onvia for Government.

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Marketing

InsideView Launches Expert Consulting Service for B2B Marketers

InsideView has announced a consulting service to help B2B marketers implement account-based marketing. Expert Service, the first in the firm’s planned series of InsideView Expert Services, delivers target market analytics and helps customers build a view of their total addressable market using a data visualization console. InsideView’s TAM service is a blend of consulting, technology and data.

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E-Commerce

Amazon’s B2B Business Blows Past 1M Customer Mark

Amazon Business, launched in April 2015, this week announced that it had reached the 1 million customer milestone. “This is rapid growth,” said Ray Wang, principal analyst at Constellation Research. It’s attributable in part to a crossover effect from the large number of B2C customers Amazon has, he said. Amazon Business offers business-only pricing on millions of products, and access to more than 85,000 business sellers.

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Government

FTC to Take a Gander at Amazon’s Discount Pricing Practices

The FTC reportedly is looking into Amazon’s discount pricing practices in response to a complaint filed by Consumer Watchdog over the company’s pending $14 billion purchase of the Whole Foods grocery chain. “Asking informal questions about issues potentially related to a corporate acquisition is a natural part of the FTC review process,” observed Charles King, principal analyst at Pund-IT.

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Marketing

SEO, SEM Rule Retailers’ Marketing Budgets

Retailers have been focusing on technologies to measure and assess customer response, and have been using the data they produce to drive e-commerce decisions, suggests a study of 136 enterprise retailers. Enterprise retailers with at least $500 million in annual revenues participated in the study, which was a joint effort of Adam Software, an Aprimo company; WBR Digital; and ChannelAdvisor.

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Trends

3 Keys to Customer Satisfaction: Speed, Efficiency, Knowledge

Customers want fast service or support from knowledgeable people where, when and how they prefer to receive it, based on results of a study the CMO Council published Tuesday. Together with SAP Hybris, the CMO Council last year conducted an online survey of 2,000 respondents, equally divided between men and women. Fifty percent were in the U.S., and 25 percent each resided in Canada and Europe.

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Online Advertising

Facebook Launches ‘Discover Growth’ Global B2B Ad Campaign

Facebook on Wednesday launched “Discover Growth,” a global ad campaign targeting B2B marketers.
The 30-day U.S. ad campaign, which will target direct-response marketers as well as traditional brands, will run both on and off the Facebook platform. The on-platform campaign reportedly will consist of one ad per day on Facebook, Instagram and the Facebook Audience Network.

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Emerging Tech

New AI Assistant Digs Up Specialized Info for Makers

Avnet last week unveiled a beta version of Ask Avnet, an automated virtual assistant that combines artificial intelligence with on-demand access to industry experts. Ask Avnet targets “engineers, designers, hobbyists, makers and purchasing specialists across the electronics supply chain — which includes the product manufacturing chain,” said Kevin Yapp, SVP for digital transformation at Avnet.

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