pandemic, we saw a huge influx of businesses go digital. Financial
institutions, healthcare systems, apparel, fitness, even grocery stores were
all hastily forced to move online. Massive technology shifts took place without
much planning. Some businesses made the move and found themselves unprepared
for the upkeep and overall management the change required.
the technology, one thing remains constant: a human needs to be engaged in the
work to catch errors and solve the problems automation can’t. Technology might
have allowed companies to adapt to the changing landscape during the pandemic,
but without the proper human oversight, issues are inevitable.
reason many companies aren’t getting the full value out of technology and
software is they haven’t done their homework to know how to best optimize it.
Many businesses are trying to solve fast for digital first and can’t. They end
up investing in software or technology to help, but without a plan or a
strategy in place. This frustrates employees, which has a negative impact on
customer experience, which affects the employee experience… and the cycle
repeats until something gives.
need to invest in data architecture.
time to do the work. Create a solid foundation as you go digital. The number
one priority: Plan and build your company’s data architecture.
Most companies need to start with building a data architecture that is
cross-functional. This means aggregating and mining data across departments and
from all the different platforms being used, such as CRM data, email marketing
data, website analytic data, and customer service data. This data is usually
collected and stored in a data warehouse, a central repository of data that can
be analyzed to make more informed decisions.
includes your tech stack. Identifying key areas of data points that can be
leveraged across functions can help with customer journey mapping across the
business. Figuring out what data points are necessary for products as customers
use them in the first 60 days, 1 year, 2+ years. Those are the data points that
need to be actionable and need to be what drives cohort analysis overtime. The
most important part: Humans using the data to make better business decisions.
With over 20 years of business, sales, and consulting experience SMS is capable of serving many market sectors. We provide the field level support needed to generate results and grow your business. Other companies may provide appointment setting services; whereas SMS will partner with you to grow revenue.
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