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Latest Customer Experience News & Articles

Chaos in the Video Content Management Market

Enterprise video content management (VCM) doesn't really fit into enterprise content management (ECM). So it's not all that surprising that it has now developed its own space, however chaotic that may be.

According to Gartner’s latest Magic Quadrant for Video Content Management, the video content management market is immature. But it is developing rapidly, driven by parallel technologies like customer relationship management (CRM), enterprise collaboration technologies and e-commerce. And companies like Qumu, Panopto and Kaltura are leading the charge.

Sooner or Later We'll Learn How Smart Jeff Bezos Really Is

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Shareholders are getting increasingly impatient with Amazon and its casual attitude toward profits. The company just delivered a disappointing earnings report that surprised the Street — even though Amazon warned in its last report that the third quarter would be grim.

The numbers, which we will get to in a moment, are almost beside the point. There are larger issues at stake as the shareholder disgruntlement against Amazon grows.

As its losses mount, will Amazon be forced to stop making myriad — and expensive — investments in other companies and technologies and settle down to business, namely its e-commerce empire?

Or will shareholders be proved wrong about their growing ire over Amazon's investment spree?

Or, to put it in its most stark terms: will Jeff Bezos' vision for the company, no matter how seemingly schizophrenic right now, be proved correct in the end?

How to Make Boomers, Millennials and Everyone Else Get Along

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There are a lot of stereotypes about today's workplaces, including the unsubstantiated notion that you have to be in your 20s to understand today's technologies

But all those misperceptions are taking their toll. 

All is not well in today’s multi-generational workplace. Tensions are brewing between age groups, according to a Harris Poll survey on behalf of Ricoh Americas Corp., a global technology company.

Sold! 5 Salesforce Apps to Transform Your Sales Team

2014-24-October-Auction.jpgAs a testament to Salesforce’s popularity, more than 100,000 sales professionals traveled to San Francisco for Dreamforce, Salesforce.com’s annual conference for customers and end users. A diverse group of business leaders, politicians and artists gave keynotes, but the focus for most attendees was how to make their own operation better by using Salesforce.com and the tools and applications that can be integrated with the system.

News Bites: Tweeting it, Rising Above it and Movin' Up

The latest in integration, innovation and transition from the Golden City, Silicon Beach, Gotham and the Great Wen and Athens of America.

The Truth About Competitive Analysis

2014-23-October-Pitch.jpgAs I write this, the World Series is about to get underway, which reminds me of a famous quote by Satchel Paige, one of the greatest baseball pitchers in history:

"Don't look back. Something might be gaining on you."

And think about how a runner on first base can disrupt the pitcher’s concentration from throwing a strike to a batter.

The result in both cases? Distraction from what you’re trying to accomplish.

Is Your CRM System Failing You? 4 Ways to Tell

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Would you invest in something that has a failure rate of 46 percent? If you've recently acquired a customer relationship management (CRM) system, then whether or not you realize it, that is what you have done.

That 46 percent is the high end of the failure rate range for these systems. At the low-end, there is an "optimistic" 16 percent chance of failure, according to a white paper by C5 Insight, which analyzed the various studies on CRM failure.

C5 Insight itself believes the failure rate is 38 percent.

Adobe, Nielsen Partner to Measure Digital Content Consumption

2014-23-october-watching-tv.jpgThe company that invented TV audience measurement is partnering with Adobe to tackle one of the thorniest problems of the digital age for broadcasters and video content creators: How do you measure and monetize TV ratings on a tablet?

Nielsen and Adobe announced a strategic alliance this week that's designed to deliver what the companies describe as "the industry’s first comprehensive, cross-platform system for measuring online TV, video and other digital content across the web and apps." 

The collaboration integrates Nielsen’s digital audience measurement products with Adobe's digital analytics and online TV delivery platforms. Through the arrangement, the two companies will jointly market Nielsen's Digital Content Ratings, Powered by Adobe, to deliver analytics and content metrics that "enable smarter buying and selling decisions," Nielsen boasted in a statement.

Data from the new service will be available in the Adobe Marketing Cloud, providing brands a way to use the data to optimize their marketing campaigns.

The One Gift Holiday Shoppers Really Want

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The one thing holiday shoppers will be looking for this year is more consistency in their shopping experience.

This won't shock savvy marketers with a laser focus on customer-centricity, but a new survey has found 90 percent of shoppers want their experience to be consistent across mobile, desktop and tablet devices. That's a 17 percent jump from last year.

Progress Software Swoops Up Web CMS Provider Telerik

Progress Software acquired today a web content management system (WCMS) provider that creates what company officials call a cloud and on-premise platform that enables developers to create "beautiful applications driven by data for any device or cloud." 

The Bedford, Mass.-based 1,000-employee company announced its intentions to buy Telerik, makers of Sitefinity WCMS, for $262.5 million. According to Progress Software officials, Telerik has a community of 1.4 million developers that create user experiences across cloud, web, mobile and desktop applications.

Telerik's revenue for the last 12 months was more than $60 million, with annual bookings growth of more than 20 percent. It has about 750 employees based in nine global offices, including three in the US.

"User experience is defining the way application software is being selected," Phil Pead, Progress CEO, said in a statement. "Telerik's strength is in helping developers create elegant, custom user interfaces for their cloud, web-based and on-premise applications."

Young, Rich and Online: Digital Lives of Affluent Customers

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If you think luxury marketers have a monopoly on the affluent consumer market, think again. With higher spending power, extensive and growing use of the Internet for pre-purchase research and buying, and an open attitude toward native and sponsored content, the affluent consumer market is a goldmine for both mainstream and luxury digital marketers, reveals a new report.

The Martini Report: The Affluent Audience Online (Vol. 1: Autos and the Elite), conducted by Martini Mediaand Ipsos MediaCT, is the first in a series of quarterly studies focused on digital habits and spending of consumers with $75,000 or more of household income.

The Customer Intent Wake Up Call

2014-21-October-Alarm-Clock.jpgAs companies evaluate their growth strategies for the New Year, the conversation ultimately comes down to which set of dials to turn. Does the company invest in more sales people, product features or marketing programs?

Companies aspiring to be customer-aligned add a few more dials to the conversation — what should the chief customer officer be measured on, beef up the customer success team, invest in employee engagement / culture initiatives, innovate their customer engagement strategy, and/or shift from a product-feature-pushing sales model to a services-selling-path?

What all of these dials have in common is that they focus on the customer. Except each dial reflects an organizational silo that is focused on a slice of the customer experience — none focus on the whole customer. Revenue growth depends on the organization’s ability to understand how to detect, decipher and act on the customers’ perspective of their intent.

Smaller Firms Nip at the Big Dogs in Gartner's Portal MQ

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Gartner cited six trends in its Magic Quadrant for Horizontal Portals, including a convergence of portal and Web Content Management (Web CMS) needs across enterprises. In addition, long-time traditional, portal vendors and their bloated, unwieldy architectures are losing ground to smaller, lighter portal vendors.

As evidence of both trends, just look at the companies who made it into this year's MQ: Ektron, Jahia, Sitecore, Squiz and WordPress.

Teradata's Marketing Marries Digital, Traditional Needs

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Teradata announced enhancements to its marketing cloud today that are designed to enhance both digital and more traditional marketing.

Michael Lummus, director of digital marketing solutions of Miami Township, Ohio-based Teradata Corp., told CMSWire that Teradata understands that customers don't differentiate between digital and non-digital interactions with brands. "They view it holistically," he said.

SaaS Support Best Practices: The Seamless Approach

2014-20-October-Free-Advice.jpgAs more and more companies look to Software-as-a-Service (SaaS) as a way to increase agility and control costs, many technology vendors are evolving their solution sets to include a SaaS offering. When vendors do this, they must recognize that their customer support organizations will become critical to customer satisfaction and retention. As the primary point of contact in an ongoing customer relationship, support must develop and maintain stronger and deeper relationships with customers. Failure to do so will inevitably result in higher churn.

B2B Suppliers are Losing Market Share to B2C Websites

B2B buyers in the United States are more active online than ever before. But few are successfully leveraging their suppliers’ websites to find the information and make the purchases they need.

Instead, they're turning to third-party e-commerce sites like Amazon, according to the 2014 Acquity Group State of B2B Procurement.

Busy People Need Help, Not Interruptions

Getting attention is getting harder. The Web is a place where busy people do things. Help them, don’t disrupt them. 

Can You Make Google Love Your Global Content?

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Nǐ hǎo! ¡Hola! Konnichiwa! Oi! Guten Tag! Bonjour! Ciao! Privét! 

If your website isn’t translated into at least five of the above languages, you could be missing out on at least double your potential sales. This is the new reality of a global economy, said Alison Toon, senior director of new markets at Smartling, one of the hosts for a recent American Marketing Association webinar, “How to Make Google Love Your Global Content.”

She contends that 90 percent of global opportunities can be reached by businesses that have websites in 12 languages other than English. But many businesses seem to be missing out. When checking in with webinar participants via an interactive poll, almost 40 percent stated they currently have no website option for the non-English speaking world.

Week in Review: Salesforce's Marketing Dream + Are You Too Old for Tech?

Dreaming of Marketing
Salesforce shared its vision for marketing at Dreamforce along with a few other things.

Not Time for HubSpot Investment?
Excitement was palpable for HubSpot's IPO, but it's not a good investment now.

Too Old for Tech?
Nah! Don't be intimidated by those 20-somethings around you.

More Social Love for Office 365
Microsoft wants to make it easier to collaborate.

Who, Us? Hacked? No Way
Dropbox sets the record straight.

Anatomy of Microsoft's Delve
Confusion cleared — we now know the roots of Delve.

Study: The State of Always-On Marketing 2014
So You Think Your Marketing is Always On?
Read This to Find Out

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Microsoft Ignites 'One' Enterprise Strategy

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It’s still only October, but already some companies are starting to talk about what they plan to do next year. Unfortunately, the word from most tends to be pretty vague this far in advance.

Microsoft is no exception.

However, one thing Microsoft has given some very concrete details about is its conference line-up for 2015. 

For the first time ever, Microsoft is bring all its enterprise business applications together in a new conference called Ignite.

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