Account Based Marketing (ABM) is a relatively new B2B marketing and sales technique that supports the buyer journey in a targeted way. The post Account Based Marketing: a new interpretation of the AIDA appeared first on Archie CRM.... Read more »

Collecting customer data and Account Based Marketing go hand in hand. In 4 steps it becomes clear how the process works. The post Collecting customer data in 4 steps appeared first on Archie CRM.... Read more »

CRM is not only suitable for large companies but also for small businesses, CRM for SME, as it is about relationship management and customer focus. The post CRM for SME appeared first on Archie CRM.... Read more »

ERP (Enterprise Resource Planning) is a useful system, but it's not CRM. Companies do need a CRM system along side. The post ERP is not CRM appeared first on Archie CRM.... Read more »

Internal communication is part of customer intimacy. With the use of CRM, you create structure and give employees autonomy. The post Shape customer intimacy appeared first on Archie CRM.... Read more »

Online sales and account management need not be an obstacle for organizations. In fact, with a good CRM system, it's powerful. The post Collaborate online in sales appeared first on Archie CRM.... Read more »

Working from home does not have to be a problem to increase customer loyalty. This is possible with the right CRM software. The post Remote customer loyalty: three tips appeared first on Archie CRM.... Read more »

The right mindset in a CRM implementation is one of the success factors for the success of implementation. The importance of transparency must be clear The post CRM: a matter of having the right mindset appeared first on Archie CRM.... Read more »

The post ‘Measuring is knowing’ and CRM appeared first on Archie CRM.... Read more »

First in a number of videos I will be doing around the benefits of CRM technology. Thought I would go back to CRM’s routes and talk about the benefits of contact management. ShareThis... Read more »

Much has been written and said over the years about CRM project failures and their causes, but a lot of it has been by marketing folks and journalists rather than those on the front line. So in this video I wanted to set out what failure really looks like and... Read more »

I was conscious that in last week’s ‘layperson’s guide to a CRM project’ video, where I broke a project down into the different stages, that I didn’t really cover off associated timelines. Something I’ve addressed in the following video, in the context of a mid-sized CRM implementation: ShareThis... Read more »

In this video I wanted to set out the principle stages of a CRM project. It’s aimed at people new to managing a CRM project, and tries to identify some of the things to look out for as you progress. ShareThis... Read more »

People are often surprised how long a CRM project can take. In this video I go through ten ways to speed up the delivery of a system. ShareThis... Read more »

As promised in last week’s post, which outlined the costs involved in running a CRM project, this video sets out ways to reduce them. ShareThis... Read more »

In this video I walk through the different types of costs that are involved in a CRM project. These include software and implementation costs, project team time, the impact of go-live on users, system support, and the ongoing development and management of the system. ShareThis... Read more »

‘CRM Consultant’ is a confusing term, largely because it’s used by a lot of different people that might be involved in a CRM project. In this video Richard Boardman walks you through the different types. ShareThis... Read more »

Just created a video about our CRM Value Maximisation services, which are designed to help organisations generate more value from their existing CRM systems: ShareThis... Read more »

  As a lot of people have noticed, chart customizations in the Unified Interface in Model-Driven Power Apps, or Dynamics 365 does not behave the way they used to in the classic interface. This is because the Unified Interface only supports a subset of the chart customization options that were... Read more »

A great dashboard in Dynamics 365, or Model-Driven App will not only show you the relevant data and insights, it will also make it easy to get to the relevant records so you can take action. Drill-downs and clicking on records to navigate to them has been the standard user... Read more »

As Power BI is used increasingly within Dynamics 365 or Model-Driven apps, attention to detail in the user experience is increasingly important. Users should be able to seamlessly navigate between the two technologies, and the visual cues should match between them for a coherent user experience. Visual cues for example,... Read more »

Last year I wrote a lengthy blog post comparing the three main methods of getting Dynamics 365, or Common Data Service data into Power BI for analysis. Now, at the most recent Microsoft Business Applications Summit, a new method was announced that I was finally able to try out. The... Read more »

Some years ago, I wrote a blog post about how to create a chart that compared monthly sales, to the same month in the previous year. The approach required quite a bit of XML editing and the chart was limited to only comparing this and last year. No data from... Read more »

There are a few different ways to get your Dynamics 365 data into Power BI. Now that the Common Data Service connector has come out of preview and is generally available, I figured it would be a good time to have a look at the different methods and how they... Read more »

It has been a little while since the last update, but Mohamed Rasheed and I just added some bug fixes and improvements to the Power Query (M) Builder for the XrmToolBox. If you are new to the Power Query (M) Builder and how it can accelerate Power BI report development... Read more »

I realize this is my fourth blog on this particular topic, and I am sure it won’t be the last. The occasion: Microsoft has released a new built-in, easier way of embedding Power BI reports on Dynamics 365 and filter them according to record context. The approach is not as... Read more »

Power BI recently started supported embedding Power BI visuals securely out-of-the-box. That means we can now show Power BI reports inside Dynamics 365, without having to deal with authentication. And with minimal use of code, we can filter the visual to the record that it is being displayed on. Like... Read more »

We love to give credit where credit is due. We are proud to give recognition to the VAR and ISV Partners that are our top bloggers and top members on ERP Software Blog, CRM Software Blog, and ERP Cloud Blog. Congratulations to all of these companies for their hard work. Top Blogger Award... Read more »

Maplytics - the best Geo-Mapping app for Dynamics 365 CRM, has always assisted organization worldwide to reach their business objectives. It’s a new year so there has to be something special, Maplytics team is glad to announce a new ‘Jan 2022’ release to provide the best mapping experience to our... Read more »

As financial services firms plan for 2022, it is best to look back at the trends and experiences of 2021 and to use what we have learned to inform our strategic decisions. Much has changed in the past two decades, including how we view and use technology. At the Fall... Read more »

Microsoft’s Power BI is a free set of analytics tools that aids organizations to create gripping dashboards, gain 360-degree insight on organizational goals, organize dynamic reports, and make quicker, intelligent, data-driven decisions. Power BI helps nonprofit organizations to organize, manage, and analyze data from a variety of sources. It pulls data together... Read more »

Historically, eCommerce for manufacturers hasn’t been a "thing." Typically, you sell to distributors through your sales reps, so eCommerce hasn’t been necessary. However, with the accelerated move to  online buying, consumer behaviors have shifted—including your distributors, who are also regular B2C shoppers in their personal lives and have grown accustomed... Read more »

You’ve probably heard that CRM implementations have a surprisingly high failure rate. Who would want to back such a risky venture with a money-back guarantee? At Azamba Consulting Group we have been doing just that for many years, and it works. Our CRM implementation Money-Back Guarantee says: I could tell... Read more »

It’s the era of Data Visualization. Though we have been using visualization tools since long, it is now that we have a plethora of visualization apps that can be seamlessly integrated into other business applications for analyzing raw data. And one such app is Map My Relationships which exclusively caters... Read more »

As business begins to accelerate again, organizations look to modern technology business solutions to help keep track of activity. Specifically, Customer Relationship Management or CRM Software is a solution designed to help manage new leads, nurture to close in addition to effectively manage current accounts. In today’s business environment, companies... Read more »

Are you dealing with unmanageable spreadsheets and disconnected processes? Or perhaps your current CRM system is clunky and creates more problems than efficiencies? Disconnected processes often lead to duplicated efforts and create a lack of transparency throughout businesses. If your information is siloed, team members may struggle to find the... Read more »

The Crowe CRM team is dedicated to helping businesses stay well-informed on their CRM journey. Throughout 2021 we addressed common questions and shared best practice advice from our CRM experts. Which topics from 2021 did readers appreciate the most? Here is a review of our top posts. Simple Project Management... Read more »

Ideally, good time management skill helps you keep your work under control. But when you are overwhelmed with huge amounts of data, requests, scheduling tasks, expecting one to handle all these without a proper tool is a lot challenging. One of the main intents of using mobile field service management (FSM)software... Read more »

If you are in the market for a new or updated CRM system, you can certainly find lots of information about features and technology. But one aspect that’s often hard to pin down is the cost. How much will a CRM system cost you to own and operate? The price... Read more »

Many established enterprises today have critical business content and data stored in several disconnected systems, creating process inefficiencies that can hamper employee productivity. In a perfect world, that content and data could all be migrated to a single, modern solution. But as you know, there are many circumstances that make... Read more »

If you are contemplating a new or upgraded CRM implementation, you’ll want to get it right the first time. You don’t want to risk a botched implementation or adoption by failing to prepare. At Crowe, we’ve developed a successful implementation recipe with five essential ingredients: Put people and processes before... Read more »

B2B CEOs, boards, investors and senior leadership teams typically squander tremendous earnings and growth opportunities by putting the cart before the horse in their views of customer experience-driven growth. This may be more prevalent among newer companies, but it’s generally universal. Your mindset about customer management overrides your values and... Read more »

B2B voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons to B2C trends. So, what does it mean? Let’s look at a sports analogy for enlightenment. When you’re mature in a sport, it means increased motor skills, strength, power, and in many... Read more »

B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. They may have already discovered customers’ intended outcomes as part of their outcomes-based selling and consultative selling approaches. You... Read more »

Customer experience metrics are the most important choices in your CX strategy! What you monitor shapes your mindsets, conversations and actions. Yet recent studies show that only 21% of businesses are “very or extremely satisfied” with their ability to quantify the impact of customer experience on business results.1 There’s no... Read more »

B2B customer experience metrics maturity is about embedding automatic CX excellence as a way of life in your company. In human maturity, the ability to rise to any occasion and to toggle seamlessly to what’s most appropriate in any situation is deemed ideal. What customer experience metrics can empower your... Read more »

B2B customer experience misunderstandings run rampant across studies, articles, CX tech providers, and mainstream commentary. Many proclamations about B2B customer experience have a myopic perspective, focused on sales, service, marketing, digitalization or promoting an offering — without B2B roots or a clear view of B2B general management. Fake-news about B2B... Read more »

https://clearaction.com/21-tips-for-2021-customer-experience-excellence/Customer experience excellence is certainly defined a bit differently now, compared to years past. Some aspects of the new definition are obvious: heightened empathy and benevolence, smoother digitalization, stronger security and safety, greater inclusion and diversity. The 2020s decade is clobbering us over the head with the urgent realization of... Read more »

https://clearaction.com/thriving-in-customer-experience-on-a-tight-budget/Customer experience management on a tight budget can still achieve great progress. You can make a vital impact even when customers are experiencing difficulties and use of technologies must be scaled back. Proven winners both during and after a down cycle are those that embrace a slowdown as an opportunity... Read more »

https://clearaction.com/customer-experience-indexes-modern-thinking/Why are customer experience indexes powerful?  To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It says: overall, our propensity to grow is increasing or decreasing. One size does not fit all. There are many types of customer experience indexes,... Read more »

In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. Along with widespread thirst for customer insights is the heightened realization that mis-alignment to customers is wasteful and precarious. The... Read more »

Customers are juggling more than ever before, and companies are realizing a heightened need for ease of doing business: value with minimal hurdles, hassles and worries. Essentially, it’s delivering your brand promise, as promised. Ease of doing business quantifies the extent to which customers are enhanced or constrained by your... Read more »

https://clearaction.com/customer-centric-voice-of-the-customer/Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? Nope. “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them. Customer-Centric Examples How well did we help you meet your needs?... Read more »

Why are customer experience indexes powerful?  To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It says: overall, our propensity to grow is increasing or decreasing. One size does not fit all. There are many types of customer experience indexes,... Read more »

https://clearaction.com/customer-experience-is-more-than-transactional-is-your-marketing-value-longitudinal/Customer experience is not limited to an interaction. Cumulative perceptions, interactions, circumstances and judgments add up over time to form “customer experience” for each of our prospects, customers, partners, suppliers, and stakeholders. This means customer experience is longitudinal, i.e. developed across a long period of time. Here’s how you can... Read more »

Learn 4 steps to develop influence relationships and how to drive better demand generation results and more qualified sales leads with influencer marketing... Read more »

Find out about lead nurturing. Learn the 4 steps of walking through the buying journey with your customer to help them progress.... Read more »

Learn how to apply empathy to get better marketing results and grow your sales pipeline rapidly. By being more empathetic, you will improve customer experience, strengthen connections, and increase conversion. It's a win, win, win.... Read more »

Learn from Dr. Philip Kotler describe brand activism, the importance of focusing on a purpose as a company, and the problems encountered when companies do not use brand activism correctly.... Read more »

The B2B Lead Blog joins markempa, get the scoop, learn what you can expect, and what’s next to move forward.... Read more »

Only a quarter of marketing professionals believe their B2B content marketing strategy is effective. Learn why B2B content is missing the mark in this post.... Read more »

Get actionable sales tips on emotional intelligence and reading emotions in this video. Learn how to get better at reading emotions by doing third-ear listening (like therapists do) in this video.... Read more »

The ability to see things from your customer's perspective doesn't just make you a more likable salesperson or marketer—it's a huge advantage in terms of business outcomes.... Read more »

Learn how to adopt human-centered marketing and 4 ways you can humanize your marketing approach to get better results.now... Read more »

Here’s how I define customer experience: It’s your customers’ thoughts, emotions, and perceptions about their interactions with your organization. These words — thoughts, emotions, perceptions — sound touchy-feely. Fluffy even. And because of that, many execs and organizations still dismiss them. But here’s what innovative organizations understand: Customer experience is the... Read more »

As I looked at Comparably’s recent ranking of the 100 companies with the happiest employees in 2021, something struck me: In one way or another, many of top-scoring companies have a strong focus on customer experience. Top ten winners in the large company category include: Peloton and Zoom, two companies... Read more »

Happy Customer Experience Day! I hope you and your colleagues are joining one of the many CX Day celebrations around the world. In honor of all current and aspiring CX practitioners, we’re offering a $100 discount on every seat for our upcoming October / November two-part open-enrollment virtual journey mapping bootcamp.... Read more »

Earlier this week I posted about a study commissioned by the CRM platform Insightly, which showed the lengths that consumers and business decision makers would go to in order to avoid stressful customer service interactions. While the consumers and business decision makers in this study were clearly aligned on their... Read more »

I don’t often run across survey data that makes me literally laugh out loud. But a recent — and somewhat cheeky — study commissioned by the CRM platform Insightly had me rolling in my desk chair. Thirty-one percent of U.S. adults reported that they’d rather wait in line at the DMV than... Read more »

Our September bootcamp sold out, so we’ve added one more session to our fall schedule. Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping... Read more »

How important is customer empathy? Does developing customer empathy across an organization lead to positive business outcomes? What best practices can you leverage in linking customer empathy to business results? I’m partnering with Alida and the CXPA to find the answers to these questions — and if you’re a customer... Read more »

Yesterday I read a disturbing article in The New York Times about cultural change at Twitter. In a nutshell, Twitter brought in an executive to “revamp Twitter’s design team and make it more diverse.” Part of his process: asking employees “to go around the room, complimenting and critiquing one another”... Read more »

I hope you’ll join me on Wednesday, October 20 at noon Central time, when I’ll be teaming up with the global procurement and supply chain consultancy Proxima for a fun webinar. The folks at Proxima share a mindset that’s near and dear to my heart: transformation through customer centricity. So…... Read more »

Image courtesy of PixabayCX Journey Inc.'s site is growing up! I'm so excited to have a new site going live this week! I'm sharing this note as a blog post as it will be my last post on what is currently www.cx-journey.com. A couple of things to note:This site will... Read more »

Image courtesy of PixabayToday I'm pleased to share another guest post by Paul Laughlin. This post originally appeared on Paul's site on March 9, 2019.This is the second in two-part series from Paul about agile working. Find the first post in the series here.In my first post on how to... Read more »

Image courtesy of PixabayToday I'm pleased to share a guest post by Paul Laughlin. This post originally appeared on Paul's site on February 21, 2019.The term Agile working is being used within more and more businesses. Although loosely defined, it generally refers to a more flexible and pacey way of... Read more »

Image courtesy of PixabayI originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the first part can be found here.In this follow-up... Read more »

In today's post, I reveal the secret sauce for journey mapping success. Are you ready?There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping). A few months ago, I shared my six-step journey mapping... Read more »

If you're a speaker, thinking about becoming a speaker,  an event organizer, or considering hosting an event in the near future, you'll definitely want to read this. And even if you're none of the above, please continue reading. And feel free to share this whitepaper with anyone you believe will... Read more »

Image courtesy of PixabayI originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series.The good news is that you've embarked on a customer experience transformation journey. The bad news is... Read more »

This is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018.If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to... Read more »

Image courtesy of PixabayDo you know the difference between means and outcomes? Between the journey and the destination?I know. I know. Those are silly questions to ask.Of course everyone knows the difference between means and outcomes. Of course everyone knows the difference between the means to an end and the... Read more »

Image courtesy of PixabayHow do leaders drive (lasting) change?Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course,... Read more »

Image courtesy of PixabayI originally wrote today's post for CallidusCloud. It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come.This is a tough concept for a lot of executives to grasp. They know the... Read more »

I hate to tell you this, but you're just not.*I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you... Read more »

Image courtesy of PixabayI originally wrote today's post for CallidusCloud. It appeared on their blog on April 13, 2018.How do you prioritize your CX improvement initiatives?You've listened to customers. You've mapped their journeys. And you've identified a lot of improvement areas that would make the experience light years better for... Read more »

Image courtesy of PixabayThis is the second of a two-part series on common VoC program mistakes.In case you missed the first post in this series, you can find it here.Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not... Read more »

The News On January 20, 2022 Medallia announced that it has entered into a definitive agreement to acquire Thunderhead, the leader in customer journey orchestration, or like the press release states it, leader in every-channel journey orchestration. The transaction is expected to close in the first quarter of this fiscal year. The... Read more »

The News On January 18, 2022, Microsoft announced the intention to acquire Activision Blizzard with the vision of bringing the joy and community of gaming to everyone, for $95 per share, which equals a transaction value of $68.7 bn. This is a bit more than eight times of the revenue that Activision... Read more »

Three times is the charm. Our first attempt was disrupted by Texas getting off the (power) grid due to a winter storm, the second one due to Streamyard going offline (courtesy of a Google problem), now we finally made it happen and talked with an enterprise software user about sales... Read more »

Everybody is talking of “creating customer experiences” – even I, although I am convinced that any experienced is created by the person on the receiving side of an engagement.  But then, how to formulate this in only a few words? Nevertheless, when it comes to engaging with customers or prospects,... Read more »

The new year just started, so it is the perfect time to look at some data. To keep you curious: There are some interesting data points. I looked at and reviewed the success of our CRMKonvos. We are streaming live on various channels, including my LinkedIn profile, several Facebook channels including mine, the one... Read more »

It is the end of 2021 and I do not have anything better in mind than writing a last post for the year. So let’s do it. There have been some terms that were used more than others with some of them actually being quite hyped. Some of them for the... Read more »

Amazon is surely an example for a company that has the reputation for good CX. Where does it come from? After all, the site is ugly. Too much advertisement, too. But then Amazon has outstanding supply chain and logistics. Customers like having alternatives even when they buy habitually. Amazon was... Read more »

It is this time of the year and I want to extend a heart-felt Thank You! to all my readers who honour me by investing your time into reading my posts, sharing and commenting on them. Thank You! Below is the list of the top 10 posts read by you... Read more »

The word is that it takes two to Tango. It turns out that sometimes it needs three! I will not spoil the excitement by naming who they are, though. Why do we have silos in enterprise software? How to remove them? Do they even need to be removed? Does throwing... Read more »

Customer service has embraced changes in technology over the years, some technologies have succeeded, some, well, have struggled (The IVR has never been very popular). From my viewpoint, success is defined from the perspective of the customer. Fast forward to 2018 and now Intelligent Systems are a game-changer. Some systems... Read more »

Online Marketplaces are conversational platforms or CRM systems in disguise, depending on your point of view. Marketplaces are multi-sided, support and require trust building, one-to-one relationships, and the ability to transact – and they need to scale. Within a Marketplace, each conversation is focused specifically towards an outcome. Unique to... Read more »

Within information technology, there is no longer a need to call anything “Self-Service”. It is all simply Service. Circa 1996 — I was part of a team that redesigned and rebuilt a customer care system that sat logically in front of a telecom billing system. Customers could go online, see... Read more »

This is an interesting industry play, a long time in the making. I am able to take a unique view on this news, whether I am accurate in my commentary, only time will tell. I worked at SugarCRM, twice, two tours of duty some might say While working at Ciboodle,... Read more »

Up and comer Sven Esser delves into not only how the 'Supply Chain' impacts the customer experience but what kind of new model the supply chain needs to adopt to not only fix the contemporary problems.... Read more »

Mike Boysen details his realistic approach to customer experience, addressing the CRM industry on the "why" and the "how."... Read more »

Verint CMO Celia Fleischaker takes us through why empathy isn't just being in the shoes of the customer, but is a pathway to the actual customer truth in a very explicit, granular way.... Read more »

Who are the people who need to get involved in using the intelligence, information and insights gathered to turn them into a program that works? Ford Galvin puts it together in this second of three parts.... Read more »

PROS Chief AI Strategist Dr. Michael Wu outlines a valuable maturity model for AI - something sorely needed as AI increasingly becomes a necessity and a commodity.... Read more »

Are the 21st century's "Roaring 20s" as exciting as the 20th century's? Jeff Nicholson -- CRM leader, industry veteran and visionary -- forsees everything from autonomous experiences to bionic workforces. See the world through Jeff's eyes.... Read more »

At the very least, this knowledge will prevent you from making deadly mistakes in your business. At best, you'll retain and grow your customer base beyond what you are likely to have thought possible.... Read more »

COVID-19 accelerated interest in business model transformation. Not only does the PC/video games industry' model serve y the 21st century business and customer well -- but its completeness and "reusable components" are ideal for the post-COVID world.... Read more »

We are living in an era that demands right brained thinking and actions around engagement and CX. But even customer engagement has to be measured. Steve Bocska, CEO of PUG Interactive, has figured out how to measure engagement -- and he may be onto something.... Read more »

Clubhouse is a phenomenon. It is overrun by noise and the signal is hard to find. Does it and its categorical parent -- social audio -- have a future? Read on and find out the good and the ugly/bad and you make the call.... Read more »

The CRM Watchlist 2022 is now open for registration.... Read more »

2021 is the year that new ways of interacting with new business models -- and transformed cultures -- are all vying for a place at the table. What are the themes? What kinds of frameworks, methodologies, use cases, rules of engagement, technological advances will be necessary? Paul Greenberg consults his... Read more »

COVID-19 has posed some business-changing challenges for retail. Dr. Yuping Liu-Thompkins teams up with David King and Dr. Bonnie Holub of Teradata to make a solid argument for the use of analytics to help retailers figure out how to deal with those challenges.... Read more »

Ignite 2020 provided a look at what's in store for Microsoft's business products and services in the next few months. More important than Ignite, however, is Microsoft acquisition of gaming industry giant ZeniMax Media. Here's why it matters.... Read more »