Official Blog of GTM360 Marketing Solutions
Customer Engagement Management is a technology platform that helps brands manage their end-to-end engagement with their customers in order to foster loyalty, drive repeat sales, increase ticket size, cross-sell and upsell new products, and generate customer advocacy. Customer engagement spans the following stages: Customer Engagement Management Stages Stage 1: Identify customers and enroll them into … Read more
Frequent readers of this blog and people who otherwise know me would be aware that I’m a big fan of social media customer service. Many years ago, I wrote Customers Of The World Unite, You Have Nothing To Lose But The Call Center Hold Music to explain why I found the channel very effective for reaching out … Read more
Direct-to-Consumer financial technology startups are new age companies that sell bank accounts, loans and other financial products directly to end users. In this post, we’ll use the term “Fintechs” to refer to these D2C firms and “Fintech” to refer to the industry as a whole. Fintechs are different from “Fincumbents”, which is a term I’ve … Read more
At the end of my blog post titled Retail Is Still Barking Up The Wrong Tree Against Ecommerce, I’d made a bold prediction that, within a few months, I’d find a few more non-price related reasons for shopping online. Well, it took me longer than that but I found one recently. This was at the outlet … Read more
Like me, you may have come across people who appear obsessed with security but happily book cabs, send messages, order food, and even make payments without entering a single password / PIN on their smartphones. This is not as contradictory as it seems if you look at the end-to-end customer journey. For the uninitiated, Customer Journey can … Read more
Let’s take the following two statements: Indians are obsessed over security Indians make payments without entering any password. Each of these statements is a fact. But, taken together, they appear contradictory and portray Indian consumers as fickle (or worse). Not true. In this blog post, I’ll use the principles of Customer Journey Mapping to explain why these … Read more
Over the years I’ve bought a wide range of products and services from banks, insurers, etailers, colleges, publishers, brick-and-mortar stores, hardware and software companies, TELCOs, airlines and travel agencies. My experience as a customer ranges from delight (Ecommerce and Travel) through to exasperation (Higher Education, Media, and Retail) and indifference (BFSI, Technology and Telecom). Poor … Read more
This is a slightly edited version of my answer to the following Quora question: Usually, there are many apps in the market, the developer remains blissfully unaware of them, develops a similar app without being cognizant of the other apps, and then wonders what went wrong. Yours is the right question. It’s a pleasure answering … Read more
My friend who works in a leading IT multinational corporation tells me that an email sent from the second floor to the third floor of his office building in Bangalore actually goes via the company’s regional mail server in Sydney, Australia. When they hear this, many people gasp “Whaaaat?” But, apart from that momentary reaction, … Read more
SAAS users experience frequent UI changes. The sales order button suddenly moves from top left to bottom right of the screen. The funnel report disappears from the splash screen. I could go on and on but the point is, frequent changes in UI drain productivity and escalate training costs. Beyond a certain extent, they might … Read more