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Marketing & Innovation

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Friday, April 23, 2021
  • AI and Big Data
  • digital Transformation
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Category: CRM

Covid-19 threatening contact centres with extinction

Covid-19 threatening contact centres with extinction

Yann Gourvennec 22/12/2020

Contact centres might be threatened with extinction. Covid-19 changed digital experiences for businesses and customers to a point that the new normal for contact centres may be no contact centres … Lire la suite

360-degree customer view: what it is and how it works

360-degree customer view: what it is and how it works

Yann Gourvennec 17/07/2020

Customer service in continental Europe is often bad-mouthed. However, best practices in that area do exist. I interviewed Alexandre Oddos, COO at Vocalcom, a French-based worldwide vendor of customer relationships … Lire la suite

Is France World Champion for Sales? with @pipedrive

Is France World Champion for Sales? with @pipedrive

Yann Gourvennec 27/07/2018

Is France World Champion for Sales? France, world champion of sales? Give me a break… Here is a fun content marketing exercise I thought I’d like to offer my readers … Lire la suite

Experience Economy: Great Experiences Begin with Great Service -Joe Pine

Experience Economy: Great Experiences Begin with Great Service -Joe Pine

Diana Mylonas 14/12/2017

Joe Pine is an expert in the world of marketing and customer experience. As one of the men who coined the term “experience economy”, he stresses the importance of creating … Lire la suite

Is Marketing Automation A New Marketing ElDorado?

Is Marketing Automation A New Marketing ElDorado?

Yann Gourvennec 11/03/2014

Judging by the numbers delivered in this Salesforce Slideshare presentation, I would tend to say “yes”. Judging by the response I’m getting from my clients, I’d say “definitely yes”. There … Lire la suite

b2b marketinglead generationlead nurturingmarketingmarketing automationsalesforcestatistics
today’s presentation at the Sugar CRM acceleration conference in Paris

today’s presentation at the Sugar CRM acceleration conference in Paris

Yann Gourvennec 13/09/2012

These are today’s slides for my presentation at the Sugar CRM “acceleration” conference in Paris. I will also deal with “Social” CRM and the integration of barely repeatable processes within … Lire la suite

conferenceCRmLarry Augustinmarketingsocial mediaSugar CRM
Sugar CRM: the rise of a new customer relations champion

Sugar CRM: the rise of a new customer relations champion

Yann Gourvennec 13/03/2012

This is the third Sugar CRM executive to be interviewed by visionary marketing.com. My first interview took place two years ago with Larry Augustin, CEO and founder of the CRM … Lire la suite

Social CRM: 3 stages of Social integration within sales force automation

Social CRM: 3 stages of Social integration within sales force automation

Yann Gourvennec 16/12/2010

Social CRM is a hot topic these days. A couple of days ago, I was able to talk to Jan Sysmans, director of product marketing at Sugar CRM in Cupertino, … Lire la suite

CRmInnovationJan Sysmanssales force automationSCRMSFASocial CRMsocial mediaSugar CRMSugarCRM
9 reasons for boosting your CRM with virtual agents (IVAs)

9 reasons for boosting your CRM with virtual agents (IVAs)

Yann Gourvennec 24/03/2008

Virtualisation of customer services interaction was quoted by Time (March 2008) as being one of the ‘10 ideas which are changing the world‘. Pascal Levy-Garboua, Director, Business Development of Virtuoz.com, … Lire la suite

AIartificial intelligenceAvatarsCRmcustomer relationship managementIVAIVAsvirtual agentsvirtual customer support
Customer Experience Marketing (CEM) Book – a sneak preview

Customer Experience Marketing (CEM) Book – a sneak preview

Yann Gourvennec 15/06/2006

This is a sneak preview into the forthcoming Customer Experience Management opus by Caru, A. and Cova, B:  Consuming Experience published by Routledge in London. Customer Experience Marketing (CEM) Book – a … Lire la suite

Marketing & Innovation is published by Visionary Marketing

Marketing & Innovation is published by Visionary Marketing a European digital marketing agency

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About Visionary Marketing

Visionary Marketing – Marketing & Innovation is a marketing and innovation information website created in 1996. It is published by the eponymous web marketing agency Visionary Marketing. Since 2004, 40 authors have written more than 2,000 articles on marketing, innovation and digital

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Latest posts

Yann Gourvennec 21/04/2021

2021 luxury market update : it’s all about digital and China

Yann Gourvennec 31/03/2021

4 main ingredients for innovation in Silicon Valley

Yann Gourvennec 29/03/2021

Leadership: a “digital” transformation should be called transformation

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Yann Gourvennec 03/03/2021

Web content marketing strategies: 10 tips to stand out from the crowd

Yann Gourvennec 17/02/2021

B2B Complex sales: how to convince buyers in 2021

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