In my previous article, I looked at all that you need to know about customer strategy in CRM. In this article, I want to look at all that you need to know about customer care in CRM. Follow me as we are going to look at this together in […]
There are similar metrics available for Video campaigns, with some dedicated metrics for this format: Impressions: Recorded when the ad is served for five seconds or more (In-Stream) or the ad appears on the search results page (Discovery). Views: Recorded when a user watches 30 seconds or more, or […]
You can report on Display campaign performance by utilizing pre-defined Display reports for Audience and Topic: 1. Navigate to the reporting tab at the top right of the AdWords interface 2. Select Predefined reports (formerly Dimensions) 3. Select Display Topic/Audience 4. Filter reports by Campaign/AdGroup or any of your […]
You can analyze performance within the Google Ads interface with custom combinations of columns, targeting and ads tabs. Add columns to review the performance of your Display campaigns: Performance: Impressions, clicks, CPM, cost Viewability: Viewable impressions, avg. viewable CPM, viewable rate Conversions: Conversions, cross-device conversions, view-through-conversion Competitive metrics: Display impression share […]
In my previous article, I looked at some of the drivers of customer relationship management. In this article, I want to look at some of the components of a customer relationship management strategy. Follow me as we look at that together in this article. In defining Customer Relationship Management […]
In my previous article, I talked about all that you need to know about customer relationship management. In this article, I want to talk about some of the major drivers of CRM. Follow me as we are going to look at that together in this article. The word “driver” […]
In my previous article, I looked at some of the differences between ITIL V3 and ITIL 4. In this article, I want to look at some of the benefits of upgrading to ITIL 4. Follow me as we are going to look at that together in this article. […]
There are strategic considerations for when to use paid search, including: Filling gaps where organic is weak: fill hard-to-optimize search gaps in organic listings with paid search campaigns Strengthening visibility: appear higher on the results page and provide multiple opportunities to click through both paid and organic links Gaining immediate […]
I know that CRM or CRM Initiatives is a buzzword. Almost every organisation wants people to know them as being customer centred. In this article, I want to look at three main focuses of any CRM initiative. Follow me as we are going to look at that exclusively in this […]
Many CRM definitions focus on the importance of knowing your customer and acting on that knowledge. Putting this principle into practice is where the complexity lies. In this article, I want to introduce you to Samson, a sophisticated but demanding customer, and his bank, a CRM-savvy organization that […]
In the old days, many approached on-page optimization as simply keyword stuffing; that is, you mention the keywords you would like to rank for as many times within the content as possible. This made for a bad user and reading experience. These days on-page optimization includes smart keyword […]
In my previous article, I talked about Samson and some of the mistakes that the bank made that made them lose Samson as a customer. In this article, I want to expose five main reasons why organisations keep losing customers. I will also do this using the Samson example as […]
In my past articles, I have always been using the story of Samson and the bank. I have explained how he was treated harshly and the steps that he took after that. In this article, I want to look at how to excite informal Customers effectively. What […]
It has much to do with talking to your customers and customers talking to you and among one another about your products and services. Many at times organisations have put mechanisms and technologies in place that allow the customers to relate with organisations; ask questions and make suggestions. […]
At the end of this article , readers should be able to understand: Who a customer is, What it means to treat customers like a king The act of knowing your customers and the relationship that they keep can help an organisation to retain its customers for […]
When we talk about dimensions of customer service, it is a concept that helps us to understand that customers rate the level of services been provided by any organisation in two dimensions. We are going to take a closer look at these dimensions in order to have a good […]
When we talk of touchpoints, we are talking about different ways through which customers can have access to an organization. In many forward-looking organizations, today gone are those days when customers cannot have access to their accounts or transact business with an organization unless they physically enter the […]
A Customer-Centric Enterprise (CCE) is an organisation that has resolved to do business from the customers’ perspective. In this kind of organisation, profit is not their main motive of establishing a business, they first resolve to satisfy customers’ needs which will, in turn, generate profits more than they expected. […]
At the end of this article, readers should be able to: · Know what customer-centric enterprises are.; · The characteristics of CCEs.; · Customers’ perspective of CCEs; · Functions that CCEs are meant to play; and · Differences between Customer-Centric and Product-Centric Enterprises. OBJECTIVES OF THIS ARTICLE […]
As an organisation moves from a product-centric enterprise to a customer-centric one, there are some basic things that will begin to change about the organisation, we want to look at this under four main headings, which are: Pricing capabilities Product quality capabilities iii. Marketing and sales capabilities Customer service […]
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