Mar-Tech RoundUp: Marketers Say CRM is Still King of Automated Customer Technologies

We are introducing a bi-weekly summary of the most exciting recent news in marketing technology and trends. If you’re trying to keep up, consider this your one-stop shop.

Marketers report the highest ROI on CRM over all automated customer technologies,  according to a new study conducted by the Harvard Business School and ON24 as reported by Media Post. Automated customer services ranked second followed by monitoring of social media and communications management, the survey said according to reporting by Media Post. Marketers surveyed warned of the risk of disappointing customers with overuse of automated responses and interactions.

Privacy International has hit Acxiom, Oracle, Criteo, Quantcast, Tapad, Equifax and Experian with a suit claiming violations of new GDPR rules. Complaints were issued in the UK, France and Ireland, according to reporting by Media Post, alleging wrongdoing in the compiling of data to build profiles of people that allegedly violates confidentiality.

Consumers feel more comfortable with brands depending upon the channel used to communicate with them, according to a study by Invoca. Personal interactions were preferred over all other types. In-person, phone and email contacts were preferred in that order. The respondents interviewed said a personal email could rectify a bad experience with a brand. Online chat rated below email in most industries covered.  Invoca surveyed 1,000 consumers in the U.S., and compiled the findings into a report alongside data from Adobe’s Experience Index.

The mobile location platform creator Teemo has joined up with data company LiveRamp to create a new, more powerful retail marketing platform. The combined platform will allow retail marketers to access granular CRM data revealing customer activity that is tied to specific retail locations for maximizing marketing investments at the store level. The new platform uses first-party data on consumers, according to reporting by DM News.

Spotify has grown its audience to 20% of all internet users in the US, according to reporting by Emarketer. Spotify’s audience of 58.4 million is still below Pandora’s 75.9 million users. Spotify’s user base is expected to grow by “double digits” in 2018. The report attributed Spotify’s success to its strategic partnerships, including with Hulu, and millennials’ attraction to Spotify’s personalization features. Emarketer predicts the audience for digital listeners in the US to hit 201.5 million this year.

Amazon now owns third place in all digital advertising in the US but remains well behind Google and Facebook, according to reporting by Emarketer. Advertising on Amazon will make up 4.1% of all digital ad spending in the country with marketers reporting they plan to increase their advertising spend on Amazon next year. A survey by Marin Software this year showed retail advertisers more favorably inclined towards Amazon’s platform compared with other industries.


Mark A. Browne

Mark A. Browne

Mark A. Browne is Portada's Marketing Innovation Editor. He is a bilingual (English-Spanish) writer, media relations manager, and content creation professional with an established record providing journalism, copywriting and analytical content services to major publishers, PR agencies and businesses in the United States, Latin America and Europe. His award-winning career as a reporter and editor includes daily and weekly newspaper experience and free-lance writing for major print and online publications.

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