HOT TOPICS: Customer Experience Marketing Automation Social Business SharePoint 2013 Document Management Big Data Mobile DAM

This Week: Microsoft Enters Marketing + IT Preps for IoT Assault

Integration Risk for IBM?
A direct competitor has some direct comments on IBM's acquisition of Silverpop and how it may lead to integration struggles. IBM, meanwhile, remains confident.

Microsoft Plans Marketing Splash
Microsoft's director of worldwide product marketing said the company is going to capture marketers’ imaginations with its new platform.

Life in Mobile Enterprise
We continued to examine the mobile enterprise this week, discussing among other topics IBM's take on becoming mobile first and the mobile mind shift.

Why SharePoint is Hard
Deploying SharePoint requires organizational discipline. Unfortunately, most organizations have historically lacked the discipline needed.

Get Smarter in Tech
Check out Gartner's top 10 technologies that make governments smart.

Prep IT for Internet of Things
IT departments will be on the front lines of the IoT assault, especially when it comes to configuring, managing and updating all the devices that need to communicate and interact.

Build a Thriving Customer Community to Realize the Community Effect
Become a customer experience leader with the help of your customer community
Download White Paper

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Analytics Can Drive Better Human Resource Decisions

social business, Why Analytics Matters for Human Resources Leaders

Marketers, IT and pretty much everyone in business seem to be using analytics today.

Except for human resources leaders, an IBM study found.

After speaking with more than 4,000 executives, IBM found only half of chief human resource officers (CHROs) use workforce analytics to help them do their jobs better. Even fewer use predictive analytics to optimize decision making in areas such as sourcing and recruiting. 

IBM sees this as an opportunity for Chief Information Officers (CIOs) to help CHROs do things like implement HR software to improve retention, recruitment and more. 

Will BlackBerry Once Again be King of Mobility?

2014-18-April-Blackberry-King.jpgRight now at least half of you are laughing at the title of this article, the other half are just being polite. But give me a chance to explain how and where BlackBerry could be the Future King of Mobility.

Why Content Marketers Fail to Impress Google

With more than 70 percent of online searches happening in Google, it is no surprise that content marketers are constantly looking for new ways to use the search engine to realize ROI, be it by getting leads out of organic channels or by other attribution based metrics or means. However, content marketing seems to be losing its luster when it comes to impressing the search engine giant.  

5 Key Steps for Migrating SharePoint to the Cloud

5 Key Steps for Migrating SharePoint to the CloudNo longer the latest IT buzzword, cloud computing has become a reality for a growing number of organizations as they seek to reduce IT costs, expand capabilities and improve their networks.

For SharePoint users in particular the cloud offers a way to replace the administrative burden and costs of managing and maintaining on-premises SharePoint platforms. Migrating to the cloud can be somewhat complex since SharePoint migration tools are limited in functionality or non-existent. So while the cloud can certainly reduce administrative burden, getting there requires having a plan that takes into consideration your overall business goals, your existing infrastructure and content, and your user’s needs.

News Bites: New Words on Google Analytics, Telerik Tries Open Source, More

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And now, the news … Google Analytics provides a single view, Telerik open sources UI tools and launches newest Sitefinity and WebDAM refreshes its platform and mobile app.

Plus, Ektron unveils a new content marketing platform and Gmail trials a new Grid View for promotions.

Your Crib Sheet for Microsoft's World of Data

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When Microsoft CEO Satya Nadella and his data team took the stage in San Francisco on Wednesday to talk about the company’s strategy, they used a few terms that are not yet in the vernacular. But they soon will be.

And while you’re certainly welcome to figure out what they are and, more importantly, what they mean once you hear them, we figure that, at least some of readers, will want to be among the first to use them.

5 Minutes with Vala Afshar

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Ask three marketing executives to define "social business" and you'll get three different views.

One may see the potential of using the big data of social media to enhance the customer experience. Another explains how collaborative social tools like Yammer enhance productivity. Some may see social business as a way to enhance brand. And they all may be right in the context of their own experience.

One thing upon which they would probably all agree upon is that we're just beginning to understand social business. To help shed light on the topic, we contacted Vala Afshar, co-author of The Pursuit of Social Business Success.

Mondelez VP Offers Food for Thought on Empowering Customers

Connecting with Bill Sobel

Mondelēz International may not be a household name yet, but its brands are. Think belVita Breakfast Biscuits, Cheese Nips, Chips Ahoy! Cookies, Chiclets chewing gum — and the seasonally appropriate Cadbury Creme Egg.

As vice president of global media and consumer engagement at Mondelēz, Bonin Bough knows them all. But he knows even more about mobile, social and using both to reach and empower customers. He's been described as a leader of the digital marketing revolution —"integrating mobile and social into all marketing campaigns and embarking on the next wave of social – empowering consumers to socially endorse products they love."

At Mondelēz — better known as Kraft Foods until a separation from its parent company in 2012 — he's responsible for leading and developing partnerships and omnichannel customer experiences that span all forms of media. (In case you wondered, monde means "world" in several languages and delez an alternative to "delicious.")

A magazine fanatic and Lego advocate, Bough is Twitter champ, with more than 14 thousand followers. He co-authored the 2010 book Perspectives on Social Media Marketing and has been recognized as one of business' hottest rising stars on lists complied by Fortune, Fast Company, Ebony and The Internationalist.

Allegiance Wants to 'Change the DNA' of Customer Experience

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It isn't always pleasant to acknowledge the negative. But the data didn't lie — and HireVue reports it revealed a story of customer dissatisfaction. 

Porter Williams, director operations and client services at HireVue, a 150-employee human resources technology provider, told CMSWire a quarterly survey showed a high level of discontent among customers migrating from the company's old platform to a new one.

“This set of unhappy customers represented 20 percent of our customer base,” Williams said. “And most were up for renewal. A huge percentage of our customer base might have defected if we had been oblivious to their concerns.”

Instead, it addressed them — with the help of customer data insights from the Allegiance Software customer experience platform. It’s one reason South Jordan, Utah-based Allegiance has been able to increase its workforce 50 percent the past couple of years to 115.

Selectica CEO Boasts 'We're Like a CMS on Steroids'

Blaine.jpgSelectica CEO Blaine Mathieu said the latest version of his company's contract management solution makes it easier for corporate executives and their teams to control risk, create opportunities and deliver business value.

The company's Contract Lifecycle Management (CLM) version 6 release includes a host of additional features, including advanced integrations with DocuSign and Salesforce, added support for Microsoft Office and new contract packages that enable users to create and version multiple contracts with a variety of templates as well as check-out, check-in and compare documents simultaneously.

It also offers a variety of customer experience enhancements, including improved search, faster navigation and an improved user interface.

Getting Started with Digital Asset Management

Getting Started with Digital Asset ManagementDAM education materials used to be scarce. We had Peter Krogh’s now legendary DAM Book, but the book’s “Digital Asset Management for photographers” subtitle left a sizable portion of would-be DAM professionals feeling left out. (Even though they should have read the book anyway.) There were a few other books, but they were either a. also for specific audiences or b. were so old that one had to wonder if, by press time, DAM’s best practices were still yet to be invented.

Things have changed. 

Important Innovation vs. Endless Expansion in WCM

Important Innovation vs. Endless Expansion in WCMWeb Content Management (WCM) is in the middle of an important innovation phase. That's right, I said it. “Innovation” because we are seeing new, as yet unmet, challenges being addressed with new capabilities. And “important” (as opposed to “trendy”) because our experience is that many of these new capabilities from WCM providers sit squarely on fixing things that don’t happen in a customer’s browser window.

An Employee-Centric Mobile Approach

In all of the focus on BYOD policies and security questions in the mobile enterprise, one thing has been missing: employees. Mobile applications have received their fair share of the attention, as have IT's concerns for security of information, networks and communication. What's missing is the understanding of employees' needs, user experience and motivations for using mobile.

Bernd Christiansen, CTO of Citrix OnLine, said in an interview in 2012,

I have the best office in the company as I overlook the parking lot. I get to watch our employees at their most productive during the day as they walk from their car to the front door. As soon as they hit the front door their access to resources are locked down and their applications and services aren’t designed to be easy to use.”

The understanding of mobile and employee needs in the workday hasn’t changed much from that view from 2012. The focus should be on access to resources, easy to use applications and services, and fitting the person’s needs.

Google's New Terms of Service Raise Privacy Concerns

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Google has more rights to the personal content users share than most people may have realized.

In its recently updated terms of service, the company acknowledges that it not only scans email, but retains the right to use personal content for marketing and internal development purposes.

If that's not enough to make you jittery, consider this: There could be even less privacy down the line. Google has significant mobile ambitions, including its modular smartphone dubbed Project Ara. Google previewed the phone, now in the earliest stages of development, at a developer event in Santa Clara, Calif. this week.

Cell phones pose multiple privacy problems, including lack of anonymity, location tracking and easy interception.

Companies Fail to Follow Web Leads

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A third of potential customers who request information or quotes online never receive a phone call in response to their requests.

According to a new report from Velocify, a provider of cloud-based customer relationship management (CRM) sales software, that's just one indication that companies are dropping the ball when it comes to responding to qualified buyers online.

The report, Fortune 100 Online Buyer Experiences Study, was conducted to measure how well the largest companies in America address online inquiries from both B2B and B2C customers. And it shows most companies have "considerable room for improvement."

Make the Customer the Focus of Online Experiences

Nearly seven in 10 customers have had an unsatisfactory e-commerce experience in the past year, according to a new Forrester Wave on customer service solutions. That's a disturbing and eye-opening statistic, noted Kate Leggett, primary author of The Forrester Wave Customer Service Solutions For Enterprise Organizations Q2 2014 (registration required).

Leggett and co-authors Stephen Powers, Michael Facemire and Victoria Boutan identified the 11 most significant customer service solutions, but also warned that not all vendors are making the grade.

Marketers: Make Mobile Ads More Relevant, Compelling

customer experience, Breaking Through the Mobile Haze with Relevant Ad Strategy

Organizations that advertise in mobile using a comprehensive mobile-first strategy rather than waiting on flashy technology to do the trick will win, according to new research by Forrester.

The report, Mobile Advertising: It's Time To Get Personal, claims marketers are not delivering when it comes to mobile advertising.

Without mobile-first marketing, organizations miss the opportunity to make their ads effective, said report author Jennifer Wise, a Forrester Research analyst focused on mobile marketing.

"Your mobile customer turned to his phone in that moment to do something else, whether it was to entertain himself with Candy Crush, get directions or read an article," Wise said. "Since you are 'borrowing' from this experience with your ad, that ad has to be respectful of the experience and compelling enough to get them to switch gears and focus on your brand. This means they require a new level of integration and relevancy."

We're Still Playing at Work - and IT Admins are Still Unhappy

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Knock me over with a feather: A new survey shows a lot of people waste time at the office doing all sorts of things they shouldn't … including playing games, browsing social networks and looking for new jobs. 

Last month, TeamViewer, a provider of remote control and online meeting software, asked 300 IT administrators to list some common behaviors of office workers and explain how those behaviors have affected both IT administration and the company’s bottom line.

The only thing surprising about the resulting IT Admin Behavioral Study is that the company described the results as surprising — and the fact that only 92 percent of IT admins report troublesome habits among office workers using company computers. Are the other 8 percent of IT admins ignorant or just naïve?

Microsoft Dynamics Will 'Capture Marketers Imaginations'

2014-16-April-Jamie-Fiorda

So the Big Guy is coming to marketing sometime this quarter.

Microsoft Dynamics Marketing. A 35-country launch. Ten languages. Scared yet?

“We’re really going to capture marketers’ imaginations around our customer and marketing analytics,” said Jamie Fiorda, director of Worldwide Product Marketing at Redmond, Wash.-based Microsoft.

“Every marketer is trying to prove his value and prove his investments are making an impact. What we can do with Microsoft Excel through Power BI is truly beautiful, amazing and simple.”

Will an industry drowned in marketing software bite on Bill Gates’ old stomping grounds? Has Adobe, Salesforce, Oracle, SAP, IBM had their heyday, and will Dynamics Marketing have the SharePoint effect?