customer-experienceMany companies keep avoiding social media contact center integration. But the CRM that we all know is morphing into CEM (Customer Experience Management). A conclusion is that CRM and marketing need to merge. So “CEM Marketing” will  become a key player in customer engagement strategies. Marketers will be working as part of a cross-organizational team with executives and contact center agents to understand and reach out to customers. So where does “CEM Marketing” fit in the company organization? If you said SUPPLY CHAIN MANAGEMENT you are correct. 

big data brainCash register transactions are flowing at an ever increasing rate. Actually ‘cash register’ isn’t at all an appropriate term anymore since such a large volume of purchasing take place as credit or debit transactions. But the point is still the same. The challenge of managing those transactions is part of the reason there is so much attention on Big Data. And the obstacles of handling big data are becoming as well known as are the companies that are providing solutions.

thumb cubesmallThose of you in the EDI (or Data Transformation, Partner Integration, or whatever you want to call it) arena know what I mean when I say you’re in the middle of things. You have ‘customers’ both upstream and downstream, and those people are very demanding. When something goes wrong, you hear about it. Nothing good can result from that, right? Wrong!

adafruit 67A few months back, we slogged through predictions for trends that would affect businesses in 2013. Many or most of them have already impacted us, particularly those related to mobile technology and the cloud. But the most powerful of all didn't appear on many lists and seems to be getting traction in the business and technology press a bit ahead of the hype curve. 

CollaborationThe nearby article on data feeds for e-tailers has lessons for suppliers, also. Most crucially, manufacturers need to recognize that data feeds represent an opportunity for co-operation andnegotiation.