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CRM: the dance of tasks and gestures

[originally published in Internet Retailer] Tasks are the baseline of service every brand is expected to deliver. Gestures are things you do that provide value beyond the expected. Think of any good relationship and you’ll find that the partners have some things they do that are expected. They work, clean up, and agree to share the […]

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Modern CRM

[originally published in Contagious] Modern CRM and how to differentiate your brand on an endless digital shelf You’ve done it. Your online retail presence is top notch. Your brand’s website is best in class. You have squared away your product detail pages across every digital channel. Your smart, segmented media campaigns are filling your funnel, and […]

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Social platform buy buttons: a silent revolution gathers steam

(originally published October 13, 2015, Marketing Magazine UK) With major updates to social commerce from Twitter, Facebook and Pinterest, a silent, social revolution is starting to surface. Twitter recently announced a new partnership with payment-processing company Stripe. This move adds it to the growing number of social networks that have recently added or improved buying on their […]

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