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

Keeping Up with B2C: How B2B Suppliers Keep Customers Happy

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B2B suppliers are trying to keep up with the standards set in the B2C world by expanding their e-commerce platforms and overall omnichannel capabilities. And that's a good thing, according to a new study that found consumer shopping habits are influencing how B2B purchasers expect to buy from suppliers.

Nearly half of business buyers (49 percent) prefer making work-related purchases on the same websites they use for personal purchases — prompting a whooping 83 percent of B2B suppliers surveyed to recognize a need to upgrade their e-commerce capabilities.

More than half of all business buyers expect at least half of their purchases to be made online within three years, according to the study, Building The B2B Omni-Channel Commerce Platform of The Future, conducted by Forrester Consulting in North America, France, Germany and the United Kingdom on behalf of Accenture and hybris.

Real Story Group Maps Digital Workplace, MarTech Space

Real Story Group (RSG), an independent analyst firm, just released an update to its Digital Workplace and Marketing Technology vendor map.

Given the scope of this technology space, it is hardly surprising that this one contains as many vendors are there are stations in the New York City subway. The research also identified what RSG defines as the trending — and fading — technologies.

SEO is Killing Content Quality

2014-13-November-Wicked-Witch.jpgSearch engine optimization (SEO) tips include website design best practices for how to get Google to rank your content higher in search engine results placement or SERP.

In fact, the preceding sentence is a great example of just how cumbersome this practice has made Web-based communications. By ensuring that I used the phrases, “search engine optimization (SEO) tips,” “website design best practices,” “how to get Google to rank your content higher” and “search engine results placement or SERP,” I’m virtually stuffing Google with the search phrases I want it to associate with my content.

But SEO tips aren’t the point of this article. In fact, SEO is the antithesis to my point.

AWS Woos Enterprises with New Security Services #reinvent

Amazon is taking steps to ease enterprises’ biggest concerns around moving to its AWS platform. During a keynote at its AWS re:Invent conference in Las Vegas yesterday, the company announced three new security and compliance services developed specifically for enterprise customers.

Enterprises have been reluctant to move "the number of workloads they really wanted to move” to the cloud and AWS because of security and compliance issues, said Andy Jassy, senior vice president of Amazon Web Services. “What we see as the new normal now is that security and compliance are becoming reasons that customers are moving to the cloud.”

Microsoft Tightens Yammer, Office 365 Integration

Isn’t it just great when vendors keep their promises?

That's just what Microsoft is doing with it's latest move towards deeper integration of Yammer and Office 365. Another step towards transforming Yammer to Microsoft’s social layer, it provides a single sign-on for Yammer and a feature allowing users to access Yammer with their Office 365 credentials. What's more, it will work in all the different applications that come with Office 365.

Trusting Your Gut: The Worst Marketing Move You Can Make

2014-13-November-Bad-Fit.jpgHere’s a tip: When it comes to marketing your business, leave your “gut” out of it.

No matter how good your intuition, how prestigious of a business school you attended or how much marketing know-how you seemingly possess, if you think you can make marketing decisions by “trusting your gut” alone, you’re in for a rude awakening.

Things have changed. We don’t count on old wives tales to predict the weather, and business people don’t make marketing decisions on a hunch. Well, at least the smart ones don’t.

New Fashioned Customer Service: Restoring Intimacy

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Remember the good old days when you could call your favorite store, took it for granted you could talk with the same person just about every time and didn’t have to explain things multiple times if you had to call more than once to resolve an issue?

Welcome back to those good old days.

In a recent webinar, NewVoiceMedia and DMG Consulting explained how personalizing call center interactions could bring your customers — pardon the expression — back to the future.

OpenText Targets Compliant Office 365 Cloud Shift #OTEW2014

ORLANDO, Fla. — OpenText and Microsoft are friends. They're also competitors.

They are definitely friends when it comes to the relationship between Office 365 and OpenText's Content Server, the foundational repository and information governance layer for OpenText's Enterprise Content Management (ECM) suite. 

The friendship continued this week at Enterprise World 2014 here at the Walt Disney Swan and Dolphin Resort. The 8,200-employee Waterloo, Ontario, ECM provider announced the availability of OpenText Application Governance & Archiving (AGA) 10.7 for Microsoft SharePoint and Microsoft SharePoint Services.

It's all about helping the transition into the cloud — moving from on-premises instances of Microsoft SharePoint to Microsoft Office 365 in the cloud. Enterprises will also be able to maintain core information governance and compliance processes and integrate content from other enterprise applications such as SAP and Oracle EBS, according to OpenText officials.

How Accessible is Your Search Application?

2014-13-November-Dyslexia-Center-Christchurch.jpgIt's estimated that one in 10 people has some degree of dyslexia. People with dyslexia have a cognitive disorder which hinders their ability to recognize words. Yet when I brought up the topic of web accessibility with some delegates at the recent J. Boye Aarhus 2014 Conference, I was concerned by the high percentage who had never considered whether their website and intranet search applications met an acceptable standard of accessibility.

Marty Shindler: The Digital Revolution is Over

Connecting with Bill Sobel

Tell Marty Shindler about digital anything and you'll probably make him smile. As he told CMSWire, "I chuckle when I hear the word 'digital' to describe a process." 

Everything is digital now, he explained. 

Shindler — who describes himself as a consultant, thought leader, forward thinking executive and sought after speaker — should know. For more than 30 years, he's been a consultant to creative, technology and emerging companies on business, economic, strategic, organizational and operational matters. 

From 1993 to 1996, after stints as an accountant, controller and vice president of finance at various companies, he landed a job as vice president of sales and marketing at Kodak’s digital start-up, Cinesite — largely because of his knowledge of the digital process for production, post production and visual effects. 

It was during this time that Shindler said he saw a market opportunity with the many emerging digital start-up facilities in the entertainment industry. So in 1996, along with his wife, he founded, The Shindler Perspective, an Encino, Calif.-based consultancy focused on companies in the entertainment and entertainment technology industries.

How Winning Brands Define Customer Experience

Although many companies are still struggling to define and measure customer experience (CX), those that spread responsibility for CX across the organization, as well as concentrate on measuring long-term strategies, see a significant jump in sales and revenue, new research reveals.

According to CX Landscape: State of the Industry Report, conducted by Loyalty360, corporate leaders generally realize the importance of customer engagement and CX strategies. But many are unsure how to define customer experience, and because of this, are confused about how to manage it and measure success.

Successful companies "define CX in exhaustive, yet clear measures, use almost twice as many metrics to track CX effectiveness than the rest of the market, and employ short- and long-term metrics to gauge the effectiveness of CX — including complex metrics like ROI and profitability. And perhaps paramount: They include the customer as part of the brand’s reason for being,” Mark Johnson, CEO of Loyalty 360, noted in the report.

The Market Likes Hortonworks' IPO Filing

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In one sense the timing of Hortonworks IPO filing couldn’t have been better. It came on Monday, just a week after Forrester analyst Mike Gualtieri said that Hadoop in the enterprise was no longer optional.

“The jury is in. Hadoop has been found not guilty of being an over-hyped open source platform. Hadoop has proven real enterprise value in any number of use cases including data lakes, traditional and advanced analytics,” he wrote in his Forrester blog.

He went on to say that the dazed and confused CIOs who haven’t had Hadoop on their agendas thus far will get with the program in 2015.

So if you’re one of the three independent commercial vendors providing software and support for the open source big data muncher, it’s highly likely that your business is going to take off. Especially because there’s not an analyst, or even a competitor, we can find who thinks Hadoop is a winner-takes-all-market.

And it’s a big market.

Q4/Q1 Planning: Top Marketing Technology, Social Business Conferences & Events (12-Nov-14)

Our industry event planner gives you the heads-up on what key industry events are coming around the corner. If we've missed something, don't hesitate to add your event to the list. (You can also view the full calendar here.)

You're Invited: Tame the Chaos by Scaling Your Business

Join CMSWire and Pantheon on November 18th for a one-hour webinar on how Open Source solutions can improve your business ops  


> Register Now

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Big Pictures, Micro-Moments: Takeaways from #KMWorld

2014-11-November-Lucas.jpgBig pictures start with small parts. At last week's KMWorld conference in Washington, DC, we were given a taste of both.

Lee Rainie, director of Pew Research Center's Internet & American Life Project, explored a utopian vision of knowledge sharing in the future during his Thursday keynote.

A day earlier, Dion Hinchcliffe, Chief Strategy Officer at Adjuvi, shared success stories: examples of how knowledge management works in businesses that have successfully implemented and integrated social collaboration, both internally and externally.

The lessons became more granular in individual sessions: How contextual awareness in the workplace can help deliver relevant information to employees. Individual storytelling as a pathway to organizational narrative. The importance of the url for a successful search in SharePoint.

Demystifying Web Personalization: 3 Myths Debunked

2014-12-November-Name-Necklace.jpgIf you want your online business to keep up with the competition, you should be deploying website personalization.

Amazon set the precedent some years ago, and now receives 30 percent of its revenue through its pioneering use of product recommendations. Other e-commerce giants, notably Staples, have acquired entire personalization tools into their arsenal.

Research by Forrester found personalization to be the top priority for 55 percent of retailers. For B2C marketers, it was found to be this year’s top digital priority. Insights from another survey revealed that 83 percent of consumers prefer to receive a personalized cross-channel experience.

There's a number of studies and reports available that all point to the same place: personalization is the future of e-commerce.

Microsoft Wants to De-Clutter Your Inbox

An empty email inbox is apparently a new status symbol in the IT industry — and vendors are lining up to provide products designed to help you manage your mail.

Google has already introduced its Inbox, and now Microsoft is bringing Graph to inboxes to make them smarter.

While the concept of intelligent inboxes is a bit of a contradiction – think of all the trash they attract – Microsoft Graph promises to change that. It will teach inboxes what you want, what you don’t want and dump the rest in a hole called Clutter.

Want to Connect With Customers? First Step: Don't Be a Jerk

2014-12-November-Mean-Pallas-Cat.jpgAll businesses have certain characteristics that embody the spirit of the company, and allow a brand to better relate and communicate with its customers. However, there are a few traits in particular that help businesses to truly connect with its customers. This connection is all about being more human.

OpenText: Ditch the Competition for Our EIM Suites #OTEW2014

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ORLANDO, Fla. — OpenText pulled no punches in the official opening session of its Enterprise World 2014 conference this morning at the Walt Disney Swan and Dolphin Resort here.

It's enticing potential customers to ditch competing products and adopt its own enterprise information management (EIM) suites.

Bye-Bye Microsoft Lync, Here Comes Skype For Business

2014-11-12 skype for business.jpgWhen Microsoft paid $8.5 billion in cash for Skype in 2011, it left some scratching their heads where the product would fit in the Microsoft ecosystem. And while Microsoft has since integrated the software into a number of its products, we now have a better sense of its future. As of next year, the Lync name will disappear and be replaced by Skype for Business.

This is not just a rebranding exercise. It involves joining together the Lync infrastructure with Skype, which includes the ability to use on-premises servers, optional integration with external communications networks and the use of the Skype interface on top of Lync.

Guess Where Kevin Cochrane Popped Up?

Just a year ago, Kevin Cochrane was a keynote speaker at OpenText Enterprise World 2013. This week, at OpenText's 2014 conference in Orlando, Fla., Cochrane is nowhere near the stage.

His days as CMO of the Canadian enterprise information management provider — which followed several years as vice president of enterprise marketing at Adobe — are behind him.

Cochrane left OpenText in July.

In September, he was named CMO at Mindjet, a project-based collaboration software company. He remained in that position less than two months. 

Cochrane no longer maintains any references to Mindjet on his LinkedIn profile. Instead, he states that he is a member of the board of both the Digital Clarity Group (DCG) and Jahia.

He also notes that he is CMO of San Mateo, Calif.-based Agari, a Cisco-spawned company that develops data-driven security solutions powering real time cyberthreat detection prevention for global companies and their customers.