The State of CRM Podcast

Welcome to The State of CRM podcast. We are sharing strategies, innovative techniques, and the best advice from marketers around the world. Interviews, debates, exchanges … listen to the greatest marketing experts of tomorrow!

Subscribe to the State of CRM podcast on your favorite streaming platform so you don’t miss any new episodes! 

 Access the French version here. 

#20 – The environmental impact of CRM

Climate change is a huge topic in news cycles but something we see less of within digital marketing. 

 However, there is an environmental cost to the digital communications you are sending and concrete ways you can work to reduce that impact. 

 In this episode, we talk about the sources of the carbon footprint your digital communications leaves.  

Tune in to discover how you can have an impact now.

      This image has an empty alt attribute; its file name is 1200px-Google_Podcasts_icon.svg_-3-1024x1024.png            

#19 – What is the difference between pressure and fatique?

Is there a difference between campaign pressure and fatigue? 

The answer is yes!

Tune in as we discuss that difference and how marketers can better manage and reduce customer fatigue.

It might be time to leave metrics like optimal average frequency in the rearview.

Listen in and decide for yourself.

      This image has an empty alt attribute; its file name is 1200px-Google_Podcasts_icon.svg_-3-1024x1024.png            

#18 – Data Privacy Q&A w/ Constantin Pavléas – part 2 

This is the second part of our Q&A with Constantin Pavléas, a Lawyer specialized in data privacy topics.

In this part 2/2, we talk about the right to be forgotten.

What does it mean?

And the impact on storage limitation.

But also asking our guest how he sees the future of privacy regulation or if they are data streams that are safer to use than others?

A lot of insights on all things related to data privacy.

      This image has an empty alt attribute; its file name is 1200px-Google_Podcasts_icon.svg_-3-1024x1024.png            

#17 – Back to school CRM strategy

How do you build and plan your CRM communication strategy for the Back-to-School campaign?

In this episode, we talk about back-to-school campaigns strategy and, more generally, about the right choices for your messages, even if it requires more work. Listen to this passionate discussion about long-term strategy vs. blast…

      This image has an empty alt attribute; its file name is 1200px-Google_Podcasts_icon.svg_-3-1024x1024.png            

#16 – Data Privacy Q&A w/ Constantin Pavléas – part 1

Almost everyone has heard of GDPR by now.

But, we see a rise in privacy regulation by governments worldwide.

There’s CCPA in California and CPPA in Canada, to name the most known.

In today’s episode, we are pleased to welcome Constantin Pavléas, Lawer specialized in data privacy.

We had so many questions for Constantin that we recorder 2 parts on this complicated but interesting topic.

This is part 1. Part 2 is to be published soon.

      This image has an empty alt attribute; its file name is 1200px-Google_Podcasts_icon.svg_-3-1024x1024.png            

#15 – The importance of treating consumers as individuals

1st-party data helps marketers understand more about their customers. 

But, many CRM tactics still group customers together in ways that don’t address each customer uniquely. 

Tune in as we discuss how marketers can take into account what each individual customer wants.

      This image has an empty alt attribute; its file name is 1200px-Google_Podcasts_icon.svg_-3-1024x1024.png            

#14 – The impact of your CRM strategy on Deliverability w/ Lauren MEYER

As marketers, we spend hours and hours working on communications.  

Every week a lot of resources are used to create amazing emails, 

but the truth is all of that is useless if your emails are not delivered.

Today we’ll talk about email deliverability and to do so I’m pleased to welcome Lauren MEYER, EVP of Product Marketing & Brand Strategy at  SocketLabs.

      This image has an empty alt attribute; its file name is 1200px-Google_Podcasts_icon.svg_-3-1024x1024.png            

#13 – How will the iOS15 privacy update impact email marketing?

Apple recently dropped an email bomb announcing a privacy update that will limit email tracking specifically impacting the ability to track open rates.

Will this be the email-aggedon some people fear? 

Tune in and find out how this just may be a good thing for your long-term CRM strategy.

      This image has an empty alt attribute; its file name is 1200px-Google_Podcasts_icon.svg_-3-1024x1024.png            

#12 – What does the CRM landscape look like?

Do you have the right components in your CRM tech stack?

Do you know where companies play in the CRM ecosystem?

Discover more about the three main layers that should comprise any complete stack, the purpose of each layer, and the players that make up the current CRM landscape.

      This image has an empty alt attribute; its file name is 1200px-Google_Podcasts_icon.svg_-3-1024x1024.png            

#11 – CRM Automation Bloopers

This week we share some examples of well-intended campaigns that have fallen victim to misaligned targeting or automation based on incorrect triggers. 
Disclaimer: Nothing we share is in critique of marketing execution or the campaign creative but the automated mechanics with which they are delivered.

      This image has an empty alt attribute; its file name is 1200px-Google_Podcasts_icon.svg_-3-1024x1024.png            

#10 – Putting the R back in CRM

Customer relationships are more important than ever. In this week’s episode of the State of CRM podcast, we received Melissa Berger, SVP Connections Strategy and North America CRM lead at Digitas, to talk about…the importance of the R in CRM and the empathy needed to build a great relationship with your customers.

      This image has an empty alt attribute; its file name is 1200px-Google_Podcasts_icon.svg_-3-1024x1024.png            

#9 – Travel customer marketing in the covid era w/ Annemarie Van Hecke from TUI

This week we chat with Annemarie Van Hecke, Head of CRM & Customer Analytics Benelux at TUI. Join us as we chat about customer marketing in the tourism, travel, and leisure industry and how TUI found opportunities during a difficult year when traveler behavior has shifted significantly.

      This image has an empty alt attribute; its file name is 1200px-Google_Podcasts_icon.svg_-3-1024x1024.png            

#8 – Enterprise, independent, headless, oh my! What will the future of CDPs look like? w/ Greg Blond

CDPs have been a growing trend and a growing area of debate for companies looking to find better ways to structure their data. Tune in as Greg discusses the different players in market and how enterprise brands may be taking greater control of their data strategy in unexpected ways.

      This image has an empty alt attribute; its file name is 1200px-Google_Podcasts_icon.svg_-3-1024x1024.png            

#7 – How Costa Cruises has adapted to the new world of travel – Stefano Pinzani, Customer Marketing Director, Northern Europe

Customer centricity + agility are the ingredients to success for Costa Cruises. Join us for an interview with Stefano Pinzani, Consumer Marketing Director for Northern Europe at Costa Cruises, as he shares how he and his team have adapted to the new world of leisure travel, shares his perspective on what the future holds for travel, and what he has learned in the last year during the global pandemic.

      This image has an empty alt attribute; its file name is 1200px-Google_Podcasts_icon.svg_-3-1024x1024.png            

#6 – Pitfalls of Batch and Blast

In this episode, we are explaining why Batch & blast are bad for your database and so for your business. And also providing guidance on how to get away from this wrong strategy.

      This image has an empty alt attribute; its file name is 1200px-Google_Podcasts_icon.svg_-3-1024x1024.png            

#5 – How B2C CRM practices will evolve over the next 5 years? feat. Richard Jones, CMO Cheetah Digital 

In this episode with Richard Jones, CMO at Cheetah Digital, we cover a lot of ground about CRM. 
Establishing where it actually starts and ends, we also chat on balancing business needs and customer-centricity. 
The evolution of loyalty programs and their impact on customer journeys, but most of all, we also talked about how the 1st party and 0 party data are the most valuable asset for marketers to be successful in the years to come!

      This image has an empty alt attribute; its file name is 1200px-Google_Podcasts_icon.svg_-3-1024x1024.png            

#4 – How to level up your CRM Strategy?

CRM isn’t just about data, or insights, or tech, or activation. A great CRM program enables a business to build a customer-centric marketing strategy that is effective, transparent, measurable, and scalable. Discover how you can advance your own CRM marketing strategy.

      This image has an empty alt attribute; its file name is 1200px-Google_Podcasts_icon.svg_-3-1024x1024.png            

#3 – Be Customer Centric and Deliver for Your Business

Welcome to this new episode of the State of CRM Podcast.  I’m Ben Bouteille and I’m here with Matt Engstrom.
Today, we are going to talk about the #1 focus for any customer marketer, and that’s building a customer-centric marketing strategy. how can you better deliver on your business goals through a customer-first approach?

      This image has an empty alt attribute; its file name is 1200px-Google_Podcasts_icon.svg_-3-1024x1024.png            

#2 – Is Personalization through Automation the silver bullet it’s made out to be?

This week we take a step back to think about one of the biggest trends in CRM Marketing, and that’s personalization through automation. Is it the silver bullet it’s made out to be?

      This image has an empty alt attribute; its file name is 1200px-Google_Podcasts_icon.svg_-3-1024x1024.png            

#1 – All things unsubscribes and some potential new ways marketers can look at the metric

Today, we are super excited to launch our first episode in the series. I’m Matt Engstrom and I’m with Ben Bouteille and today we are going to talk about all things unsubscribes and some potential new ways marketers can look at the metric.

      This image has an empty alt attribute; its file name is 1200px-Google_Podcasts_icon.svg_-3-1024x1024.png