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

Latest Featured Articles News & Articles

The Salesforce Wave Rolls Past Its First 100 Days

2015-30-January-Wave Surfer.jpg

When Salesforce announced its Wave analytics platform with a splash at Dreamforce, it wasn't even available. Critics said it cost too much or that even after two years of development, it was too little too late.

Some analysts, like Boris Evelson at Forrester Research, praised it for its "seamless integration" and agile NoSQL DBMS. "But," he added in his blog, "while we feel that Wave is a cool product for specific use cases … there's lot of room for improvement before Wave can take its place among general purpose large enterprise BI platforms."

"The UI is there, but can it really leverage big data? Does it matter?," asked CMSWire writer Virginia Backaitis. She quoted several industry sources who offered mixed reviews.

Managing Content? Start with Metadata

2015-30-January-Start.jpg

To effectively manage and exploit a company’s knowledge, you need a metadata plan. The successful implementation of any content-related strategy — be it data, digital assets or text — requires implementation of a holistic metadata schema that is supported by technology, people and process.

Building a DAM or CMS without a metadata plan is akin to throwing papers in an unmarked box. The systematic organization that metadata provides increases the return on investment of a content system by unlocking the potential to ingest, discover, share and distribute assets.

The New Age of Intranets: Planning & Corporate Communications

2015-30-January-Unicorns.jpg

When you’re in corporate communications, your job is communication first, technology second. Of course you need the right technology for your intranet (among all of the other things you do), but that technology is a means to an end. What your career is built on is the communications.

When the corp comms group owns the intranet — as is true for many enterprises — they aim to provide an intranet filled with engaging, relevant content that truly enhances the experience for employees. On an easy-to-use platform that lets the team focus on communications and not the hassles of daily updates.

Those of you who are actually in charge of intranet content as part of your job are laughing right now. That’s a unicorn, right? No such thing. 

The Rewards of Community Superfans

2015-30-January-Standing-Ovation.jpg

It’s 1927. Meet three brothers from Southeastern Kansas. Lynn is away at medical school, Glen has just gone off to college. He’s pledged a fraternity and plans to major in business. Raymond is still in high school in their home town, Fredonia.

Suddenly, their father dies.

The brothers decide the two key family objectives are to keep Lynn in medical school and Raymond in high school. Glen must sacrifice his education to return to Fredonia and become the sole breadwinner for the three boys and their mother. Glen secures a job as a janitor at the local bank. 

The End of Knowledge Management is Already Here

Despite what people think, the end state of knowledge management is already here. All future things are uncertain and that is not going to change no matter how much information, or how many artifacts, you have at hand. Entropy dictates that the problems of uncertainty multiply with the increase of information or artifacts.

Think Only Marketing Owns Customer Experience? Think Again

2015-29-January-Not-Responsible.jpg

Customer experience management usually lands in the laps of the marketing team. After all, they’re the ones who are responsible for fostering the relationship between the brand and the customer.

The idea that customer experience is exclusively a marketing problem is a little shortsighted for any business. For the multichannel retailer, it’s flat out incorrect.

Risk Management: Put Paranoia In Its Place

2015-29-January-Paranoia.jpg

One of my favorite songs is "Destroyer" from The Kinks. It's one of the first songs I remember from my early radio days and it fit my mindset at that time.

There's a red, under my bed
And there's a little green man in my head
And he said, 'you're not goin' crazy, you're just a bit sad
'Cause there's a man in ya, gnawin' ya, tearin' ya into two'

Silly boy ya' self-destroyer
Paranoia, the destroyer

Every second or third project that I'm on, I hear that song in my head. It starts when a client is describing a process that includes decades of checks and cross-checks that have been added over time. Each requirement probably has an interesting story behind it, but the stories are lost.

Information Governance Revisited

2015-28-January-Boomerang.jpg

Information governance is in the air.

Two days after my last article published, “Push for Strategic Governance in Information Management," Forrester Research released a report called “Reboot your Information Governance Program with an Outside-In Perspective.” Cheryl McKinnon (@cherylmckinnon), an old friend, lead the creation of that report and followed it up with a blogpost, “Information Governance: Not a Product, Not a Technology, Not a Market.”

McKinnon and her colleagues suggest that we view information governance “as a corporate objective, enabled by programs, projects, priorities, people and technology.” This aligns well with my recommendation to take a strategic approach to information governance.

Rev Up Your Content and Mobile Customer Experiences

2015-28-January-Speed.jpg

Congratulations. Your organization is moving down the digital transformation road with content and mobile strategies. There’s no turning back.

But are you exceeding audience expectations with a variety of digital, human and hybrid touches? If you’re unsure, your organization’s content engine — or a more advanced stage known as a Culture of Content (CoC) — might need oil or an overhaul.

How to Story-Sell without Annoying Your Customers

2015-28-January-Elmo.jpg

Creating online experiences that are content-rich as well as easy to transact have become a holy grail for marketers and merchandisers alike.

The Value Exchange Equation is Shifting

2015-27-January-Trading-Post.jpg

Marketers are hungry for customer data. Every piece of information about a customer and their interactions with a brand helps marketers create complete customer profiles and guide the ultimate strategy behind the sell. From methodically timing each touchpoint with a potential lead, to personalizing digital content on a website to show each unique visitor what they’d most like to see, the link between data and marketing decisions is undeniable.

But this data isn't always readily available, and customers are hesitant to provide brands with the personal information needed to create this free exchange of profiling and personalizing. The reason is simple — customers don’t see the value in sharing data.

If You Build an Online Community, Will They Come?

2015-27-January-Cat-Birdhouse.jpg"If you build it, they will come." This worked for Kevin Costner in "Field of Dreams," but when it comes to creating an online community to drive better engagement with your customers, it's not that simple.

Search Isn't Dead, It's Gone Incognito

2015-27-January-Search-Team.jpgThere are 185,000 results on Google for Mark Twain's line,  “Reports of my death have been greatly exaggerated.” The same can be said for search.

IDC Sees Steep Climb to Optimized Customer Experience

2015-26-January-Stairs.jpg

If 2014 was the year when marketers added "customer centric" to  their vocabulary, this should be the year many of them turn those words into actions. 

But how? To help, IDC Research has published a MaturityScape report that presents a five-step process to go from the first tentative stage to optimizing the customer experience (CX). Sound simple? Actually, it's a pretty steep climb.

"Some of them are on the journey, and it's more about how to get started," said Mary Wardley, IDC's vice president for enterprise applications and CRM software. "This is to give them some sort of roadmap."

Turn Touch Points into Trust Points

2015-26-January-Touch.jpg

The bar gets raised in the retail world every year. Research from Statista indicates that retail e-commerce sales figures in the United States during the 2014 holiday shopping season reached $53.3 billion — that’s billion with a capital B.

It used to be enough to sell good products, maybe have a website that describes them and a good customer service center. But these days, you don’t really succeed unless you do all that plus reach people on a variety of devices including smartphones and tablets, and get them to sing your praises on a slew of social media sites.

You Support Your Customers - Now Support Your Employees

2015-26-January-Help.jpg

A good customer experience is critical for any company, no question about it. Whether it’s a product or service being sold, a company can’t survive without satisfied customers. Online customer communities have been shown to be highly effective tools to provide service, relationships and knowledge that crate brand loyalty — and more profit — through more engaged customers who will spend more over a longer period of time.

It’s time to take that same approach with the internal employee social network.

Where Document Management Went Wrong

2015-26-January-Wrong-Wrong-Wrong.jpg

Ask anyone who works in an organization and they'll tell you: managing business information well is a struggle. This is true for structured data (like customer, product or transaction information in enterprise systems), but even more so for unstructured data, e.g., the innumerable documents to be found piling up everywhere in an organization. And no matter what new technological advances get introduced or governance frameworks get published or industry group gets created, managing documents well appears to be getting harder and harder and we seem to be getting worse and worse at it.

Pair Writing: A Revolution in Content Creation

There is an accepted wisdom that content creation must be a solitary activity if you want quality and creativity. But this is a consequence of the content tools (pens, typewriters) that have been available. As collaborative, network-oriented content tools emerge, we will see a lot more collaboratively created content. 

Turn Weaknesses of the Cloud into Strengths

2015-23-January-Strength.jpg

It wasn't long ago that CIOs balked at storing data in the cloud, citing the risks of data breaches, regulatory violations, higher costs or other show-stoppers.

Over time that view has changed, but perhaps less than you'd think.

In an instant poll of the audience members at yesterday's CMSWire webinar on Enterprise Content Management (ECM) strategies, 73 percent of the participants said their companies limit or prohibit cloud-based document storage. Only 26 percent said they store high-value or high-risk documents in the cloud.

When Content Plays Support to E-Commerce's Lead

2015-23-January-Words.jpg

Content has always been the primary focus of whatever setting and way it is to be used: novels are serial, broken only by chapters; non-fiction works are segmented by subject and accompanied by footnotes and references; work instructions are divided by processes, tasks and steps with references to parts, materials and commodities needed, and so on.

The content designer and creator always knew going in the role for the content being created. People —whatever their role — have always been required to use the content as presented in order keep their job, succeed at their project or enjoy the story.

While it's true that some settings require content that can be used for multiple roles, this level of complexity is still confined to specific industries and settings.

With the rise of e-Commerce, everything has changed.

1 2 3 4 5 6 7 8 9 10 ...