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

Razorfish Exec Shares Tips on Data-Driven Marketing

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What today's marketers can do, want to do and intend to do often doesn't match what they actually do in data-driven marketing.

In yesterday's CMSWire Webinar "How to Avoid Failing as an Always-On Marketer," Jack Lynch, vice president for data science at Razorfish, shared observations and advice based on his 20 years of experience with marketing technologies and analytics. The webinar was co-sponsored by Razorfish and Adobe.

Sounds of Silence Hamper CEOs on Social

Maybe they’re stuck in their ways, busy or just plain shy. Whatever the reason, there’s not much tweeting going on at the top.

A new survey shows that Fortune 500 CEOs aren’t using Twitter and nearly 70 percent shun all five major social media networks. And the decision may be costing them.

Can B2B Firms Really Get Anything Out of Social?

customer experience, Can B2B Organizations Really Get Anything Out of Social?

B2B and social media. Ok, we know. If you're in B2B marketing, there's a chance you may be rolling your eyes.

Bringing back your Facebook impression stats to the CEO of a multi-billion manufacturing company probably won't get you the major holiday bonus.

But social is where potential customers can be. And social is where they get talking.

"While many B2B firms support their customers through onsite and phone support, social — and especially online communities — offers an opportunity for B2B to connect with their customers when they need the support and insights 24X7," said Vanessa DiMauro, CEO and managing director of Leader Networks, a research and consulting firm that helps organizations craft social business and online communities strategies. 

DiMauro's organization released a report, The Social Consumer, that included surveys sent to 927 people (90 percent of them in the US) and "highlights that engagement represents the real needs and wants of the social consumer," DiMauro told CMSWire. 

It's even helpful for B2B, she said. 

The Metamorphosis of the Social Enterprise

2014-26-September-Change.jpgThe Social Enterprise is dead … but it hasn’t disappeared. Rather, it has been replaced by a remarkably similar concept: the Digital Workplace. According to Gartner, the Digital Workplace "enables new and more effective ways of working, improves employee engagement and agility, and exploits consumer-oriented styles and technologies."

Look Who's Talking ... And It's Not Americans

Who talked the most during Social Media Week? Don't bet on the US.

Americans accounted for 50 percent fewer of online conversations than the leading country during Social Media Week, which ends today in 11 cities worldwide. 

Who won? India, by a big margin.

Dark Data as a Company Asset

2014-26-September-Darth-Data.jpgWe've seen an influx of compliance and data security related stories flood news outlets over the past year. With data breaches at Experian and Home Depot, companies around the globe are facing a heightened demand for data privacy and compliance regulation.

Many of these companies have now invested in data loss prevention and governance, risk and compliance programs to help them identify data that may put them at risk. This is data that often exists across enterprise systems (file shares, SharePoint, social systems, and other enterprise collaboration systems and networks) and is referred to as “dark data” — or data that is not properly understood.  

Happy Pockets, Happy CXers, Happy Birthday and Happy Pairings

The latest in communicating, freelancing, marketing, certifying, and joining from the Crisp City and The Hub, the Golden City, The Wake, the Grey City, the Mother State, Lil B Town, and The City So Nice They Named It Twice.

No More Messaging in the Dark: Get Sales + Marketing on the Same Page

2014-26-September-Flashlight-Reading.jpgGiven the rise of marketing automation software over the past five years, today's B2B sales funnel is half illuminated and half in the dark. Sales and marketing teams have near-perfect visibility into how leads interact in the top half of the funnel and the insights needed to improve the marketing process, yet they remain blind to how content is supporting sales reps in the bottom half.

Just How Badly Does Microsoft Want Your OneDrive Biz?

While you were out last Friday night — having drinks, watching your local high school team play football under the lights, dancing or enjoying a quiet dinner with that special someone — Douglas Pearce was in his office at Microsoft penning a blog post.

Even the he knew the timing was weird.

“While it might seem strange to announce new features on a Friday evening,” Pearce, the group program manager for OneDrive, wrote in the company’s blog, “we’ve been listening to the commentary about storage on the new iPhones released today and we wanted to get you more storage right away.”

Rackspace Guarantees 99.99% Uptime on Private Cloud

Rackspace is so confident with the new release of its private cloud software on its cloud computing open source OpenStack creation, it's guaranteeing success for enterprise workload production.

The San Antonio, Texas-based managed hosting provider debuted its private cloud in the summer of 2013, and now beefed up its offering with a 99.99 percent OpenStack API uptime guarantee, increased scalability to hundreds of nodes and DevOps automation services for application lifecycle management.

"Arguably the most exciting thing about this is we're backing it with an industry-leading OpenStack API uptime at 99.99 percent," Christian Foster, Rackspace Private Cloud director of marketing, told CMSWire. "OpenStack is four years old and is maturing with the technology. The market is looking for a provider to stand behind its product in a big way, and that's what we're doing here. If we don't meet this uptime monthly, our customers will be receiving credit from us missing that number."

Verint Marketing Exec Calls Kana Acquisition a Game Changer

Acquisitions in the customer experience arena are reshaping marketing communications as consumers grow more powerful, more demanding.

Consistency in communication across all channels is now a key factor in satisfying individual customers. Today, companies realize their employees must be in sync on the latest promotions when they connect with customers through mobile, email, contact centers, websites, in-store or other media.

Verint, a big player in employee optimization and contact center technologies, made news earlier this year when it paid $514 million for Kana, a customer engagement company with about one-fifth its revenue. The first fruit of that merger came this week at Kana's Connect2014 conference, where the companies released their first jointly developed product — Engagement Analytics.

Avoid These Common Web CMS Implementation Pitfalls

2014-25-September-Wile-E-Coyote.jpgContent Management Systems (CMS) have evolved tremendously in the last decade, maturing into an impressive list of offerings. As these offerings have grown in complexity, so too has implementation. Selecting the right solution for your company and a digital partner can mitigate these challenges, but once your implementation is underway a few common issues can cause havoc on the project.

DAM Experience Starts With User's Expectations

2014-25-September-Waiting-for-Customers.jpg“The first step in exceeding your customer’s expectations is to know those expectations” — Roy H. Williams

The content-driven experience is ultimately the expression of the relationship between a DAM and the user. This dynamic is often overlooked when developing the rules or practices that drive a Digital Asset Management (DAM) system. The ability to easily deliver or find the right content, at the right time is the goal of DAM and the cornerstone of delivering positive customer experience internally and externally. The perception of experience, however, is affected by expectations. Understanding and integrating those expectations into the design of the DAM infrastructure is key.

Marketing Budgets Rise, CMO Tenure Falls

Two studies from IDC's marketing group provided mixed messages for CMOs.

First, the good news. A survey of 101 large technology companies showed that they expect to increase their marketing budgets by 3.5 percent this year, nearly matching the 3.7 percent growth they expect in sales. The average survey participant was a company with more than $7 billion in sales.

Lost Your Phone? You're Probably a Guy [Infographic]

2014-25-September-battle-of-the-sexes.jpgIn the spirit of everything politically incorrect, let's talk about the superiority of women over men. OK, that's a stretch.

Let's talk about the documented, somewhat scientific finding that men can be much more irresponsible than women when it comes to losing their electronic devices.

That's the conclusion from TeamViewer, a provider of remote control and online meetings software. The company just announced the findings of its airbackup Employee Behavioral Study, which examined the behavior and attitudes of American office workers and how they affect on-the-job data loss.

Based on a sponsored Harris Poll of more than 2,000 American adults last month, men just can't keep their phones in their pockets.

Nearly half of employed men (46 percent) admit to being likely to lose the electronic device they use for work and all the important company files on it, compared to only 27 percent of employed women. And young men are the worst — with a whopping 60 percent of men ages 18 to 34 years-old owning up to likely device loss, compared to 30 percent of women in the same age group.

Zendesk Masters Customer Service

After completing a successful IPO this spring, Zendesk, provider of a cloud-based customer service platform, recently added to the upside momentum, reporting second quarter revenue growth of 80 percent.

In the past quarter, the seven-year-old company added more than 3,000 new accounts and now has an installed base of 45,740 customers, up 40 percent year-over-year. Among Zendesk’s customers: Uber, OpenTable, Airbnb, Groupon, Adobe Systems, Box, Dropbox, L’Oreal, Nine West Group, Red Bull, Roku and AOL.

With so many consumers these days turning to Facebook, Twitter and Yelp to talk about their customer service experiences, it’s more critical than ever for businesses to get it right. Poor customer service is now much more of a social event, and potentially more harmful to an organization’s reputation.

Storytelling in the Mobile Millisecond

2014-25-September-Next-Stop.jpg“Wrong number,” says a familiar voice.

Lost my wallet, found my desires.

Sounded much better in my head.

I should have brought a GPS.

What do these sentences have in common? They’re all six words long. And they all tell a story. With forums and Tumblrs devoted to it, and anthologies published each year, you’ve likely heard of the six word story phenomenon. It’s a deceptively simple exercise: tell a story in just six words or less. And it’s captured a huge following of writers and readers who love seeing just how much punch can be packed in one brief sentence.

How to Energize Your E-Commerce Site

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Does your e-commerce site still look like an electronic version of a mail-order catalog? If so, it’s time to take a big leap forward. It's 2014, after all.

“Consumers are looking for more than just a product online. They’re looking for something to support their lifestyle,” said Glenn Conradt, vice president of Global Product Marketing at CoreMedia, a web content management software provider. "It's no longer enough just to handle the transactional elements of the e-commerce relationship. It has to go beyond that and be experiential.”

This means adding features to those flat, featureless sites to give them new energy and life. Think videos, for instance, showing consumers how a product actually works, as well as providing creative ideas and tips.

SWAM: When LinkedIn Locks Down Social Networking

2014-24-September-Smily-Lockdown.jpgIf you post updates to LinkedIn groups, think twice before you click the "Share" button. Say the wrong thing and you might get sent to the LinkedIn penalty box for an extended period of time. According to LinkedIn policy, if a group moderator feels for any reason that your post is irrelevant or is spam, he can temporarily blacklist you from posting to that group and to all your other LinkedIn groups as well.

LinkedIn may still be the reigning champion of professional social networking, but it won’t be for long if it continues to alienate its most active participants.

Alfresco Aims Higher as it Launches v5 #AlfrescoSummit

When you say open source and enterprise content management in the same breath, most practitioners probably think of small and medium businesses rather than global enterprises. With today's launch of version 5 of its core ECM product, it appears Alfresco is out to change that.

Or maybe it's better to say it's already started. The open source vendor is cashing in, quite literally, with the growing complexity, rising costs and cloud-centricity of some of the biggest players in the field, notably Microsoft's SharePoint, which has frustrated many of its users with its seemingly unrelenting push to the cloud