Social Media Spin » customer service http://www.ghennipher.net Relevant Social Marketing Tips Mon, 12 Dec 2011 20:26:51 +0000 en hourly 1 http://wordpress.org/?v=3.3 Merchants Looking For New Ways to Maximize Revenue Potential http://www.ghennipher.net/sem/merchants-looking-for-new-ways-to-maximize-revenue-potential/ http://www.ghennipher.net/sem/merchants-looking-for-new-ways-to-maximize-revenue-potential/#comments Tue, 03 Aug 2010 01:42:28 +0000 Ghennipher http://www.ghennipher.net/?p=832 80 percent of mid-sized merchants see e-commerce growth as very important or critical to their overall business in the next 1–3 years. While driving revenue should be the objective of every company, 40 percent of the merchants surveyed said they are not satisfied with their site’s current shopping experience, as it pertains to maximizing revenue potential.

Ninety-eight percent of mid-sized merchants said segmentation and targeting are important to their overall Web and cross-channel merchandising strategy, yet the majority are not satisfied with the business tools they use. Below are some of the specific areas of concern:

• 62% said they would like to improve their ability to offer, control, and manage cross-sells and up-sells to encourage more sales
• 60% said they would like to improve their site search functionalities
• 55% said they would like to improve their ability to offer, control and manage promotions
• 37% said they would like to improve the “help” and customer service features on the site

In regards to current merchandising and promotions tools:

• 66% said they are too manual, not automated enough
• 38% said they are difficult to use
• 30% said they do not have enough control over site content
• 23% said they do not have enough control over the product catalog

When it came to how merchants plan to improve customer experience and their site’s performance to drive additional growth in the near future:

• 53% plan to improve by experimenting with emerging sales channels, such as mobile and social commerce
• 42% plan to improve by investing in add-on services, widgets and tools they can implement on their existing sites
• 33% plan to improve by completely replacing their existing commerce platform and re-launching their web store

Continue reading at: Website Magazine

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]]> http://www.ghennipher.net/sem/merchants-looking-for-new-ways-to-maximize-revenue-potential/feed/ 0 Twitter As A CRM Tool http://www.ghennipher.net/social-media/corporate-socializers/twitter-as-a-crm-tool/ http://www.ghennipher.net/social-media/corporate-socializers/twitter-as-a-crm-tool/#comments Mon, 23 Mar 2009 15:13:34 +0000 Ghennipher http://www.ghennipher.net/?p=444 Silicon Valley / San Jose Business Journal is reporting that SalesForce Inc. will offer a CRM application for the popular microblogging service Twitter.

I must admit being pleasantly surprised by this new application. SalesForce Inc. is helping corporations harness the real power of social networks — namely the Twitter community. Comcast has been a model in providing solutions to customer problems via Twitter, and is one of the first customers of SalesForce Inc’s new app.

It basically seems to be a way to easily track conversations on Twitter, and is not the only app to provide tracking, but could be the most expensive. Pricing is ”$995 a month for five agents and five business partners, and support for 250 customers.”

Forrester analyst Jeremiah Owyang wrote about the possibilities for Twitter if it were to create it’s own CRM/brand management tool on his Web Strategist blog.

Read the full BizJournals.com article about SalesForce Inc’s new Twitter CRM app here: http://www.bizjournals.com/sanjose/othercities/sanfrancisco/stories/2009/03/23/daily4.html?

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