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

Latest Featured Articles News & Articles

Customer Journeys Trump the Traditional Sales Cycle

2014-15-September-Rock-Paper-Scissors.jpgWhile pointless debate continues in organizations as to who “owns” the customer experience (the customer, of course!), the responsibility for nurturing and shepherding the continuous customer experience belongs to all teams that impact customers. At the core, much of the work should be accomplished by strong, continuously evolving collaborations between marketing and sales. Unfortunately in many companies there are still ridiculous and harmful walls between sales and marketing — and a lot of political nonsense, mainly tied to the "blame game" when forecasts aren’t met and deals aren’t closed.

In reality marketing and sales have intertwined roles for engendering positive outcomes from customer journeys, whether they realize it or not.

Fix Your Retail Site to Curb Abandoned Cart Syndrome

2014-15-September-Abandoned-Cart.jpgPicture this: You walk into your favorite store and the aisles are clogged with half-full carts. Miscellaneous items clutter the shelves. There are a handful of shoppers, far fewer than you would expect in this mess. They mosey through linens, picking up then replacing every throw pillow that sparkles, debating the merits of each sequined atrocity but never reaching checkout. This scene begs the question — are the owners selling anything?

This is the scene that many online retailers face. Though many elements separate online and in-store shopping experiences, shopping cart abandonment has a particularly large effect on e-retailers. Whereas brick-and-mortar shoppers are unlikely to become distracted and leave the store, online shoppers can and do switch stores with just a couple clicks. Comparison tools make e-shopping around even more tempting to consumers.

The Accidental Analyst

2014-15-September-Double-Vision.jpgIt’s no secret that the use of data analysis as a means to improve decision making is increasingly becoming a requirement for companies that want to remain competitive and employees that want to remain relevant. With that in mind, let's take a look at your most popular, most overworked and quite possibly, most important co-worker — the accidental analyst.

Productivity is Not a Soft Cost

There is a huge blind spot when it comes to the management of the time of knowledge workers. Basically, their time is not managed. 

5 Ways to Get Personal with Real Time Marketing Tools

2014-12-September-Nose.jpgDigital marketers have an evolving arsenal of tools and technologies at their disposal to glean business intelligence, create targeted messages and produce stellar digital experiences — whether online or in a retail outlet.

Biometric facial recognition, digital signage and customized displayed information are being used to better define the needs of customers, personalize the customer experience and increase brand awareness, loyalty and sales.

Gartner Names Wise Choices for Workplace Social Software

2014-12-September-Meeting-of-owls.jpg

In the market for social software? Gartner included 17 vendors in this year’s Magic Quadrant for Social Software in the Workplace. 

Like all of the other Garter Magic Quadrants, it's quite difficult to make the list. And squeezing into the Leaders quadrant is especially challenging. In this case, only Microsoft, IBM, Jive, Salesforce and Tibco managed to earn a spot. 

However, Gartner points out that Challengers offer solutions that have a strong market presence, and adds that these vendors have the market position and resources to become Leaders down the line. VMWare, Atlassian and Sitrion earned spots in this quadrant.

Drive Social Adoption with SharePoint and Yammer Analytics

With the advent of SharePoint 2013 and Yammer integration, companies have struggled to monitor and manage the integration, adoption and usage of the collaboration platforms deployed across the enterprise. SharePoint Administrators are having a difficult time gathering meaningful metrics on SharePoint and Yammer usage and adoption. Community managers, IT managers and business leaders need metrics that show who is using the platform, how it’s being used, and how far the reach of social collaboration has extended into the enterprise. These measurements are key to ensuring that collaboration is being integrated into business processes.

The Consumer Journey: Content as Compass

2014-12-September-Blindfold.jpgContent marketing, when done right, should guide consumers based on their specific needs, buying preferences and online behavior. Much has been said about the quality of today’s content, but not enough has been said about how well you understand the consumer compass — a specific interest combined with level of intent. Only then can you determine what content to serve, how to serve it and when.

Lessons From the Classroom for Community Managers

2014-11-September-Classroom.jpgAt my daughter's “back to school night,” I had the opportunity to follow her exact sequence of classes, from first period homeroom, through seventh period. A slogan on the board of her homeroom class read, “Our classroom is a community.” Mr. Braxton, her homeroom teacher, introduced himself to the assembled parents and started to speak about community.

“In life, we’re surrounded by communities,” he said. “From the classroom to our neighborhoods, we’re a part of many different communities.”

Caveat Emptor: Are You Buying a Solution or a Science Project?

2014-11-September-Large-Hadron-Collider.jpgMost enterprise software is more like undertaking a science project than buying a product that solves a problem. Organizations buy a “platform” and have their IT departments build the “solution” on it.

A platform is essentially an Erector set with very poor instructions. Sure — go ahead and build a motorized crane. If you a. know what a crane is and should do and b. know what parts need to be assembled in what order to do it. Otherwise, you’re just trying stuff.  

Your first few cranes won’t work very well. People will likely use something (anything) else they can until you have built a better crane. You have on your hands a Science Project.

5 Things Salesforce Users Should Know About Malware Attack

2014-11-September-crocs-fighting.jpg

The malware is coming! The malware is coming!

Yep, it's a dreaded reality of life in the software industry. Technology does cool things for us, but it can bite us at any minute.

We reported this week that CRM giant Salesforce warned its users they could be targeted by a malware attack that usually hits customers of large, well-known financial institutions. Salesforce released a statement Sept. 3 that one of its security partners concluded that the Dyre malware (also known as Dyreza) "may now also target some Salesforce users."

The questions now are: What can Salesforce users do, and what should they know? CMSWire caught up with Zulfikar Ramzan, chief technology officer for San Jose, Calif.-based Elastica, to discuss.

Transform Your Workplace for Millennials

2014-11-September-Transform.jpgThe millennial generation cannot be ignored: they are your employees, your customers and may even be your future employers. When you couple this generational evolution with the unfolding digital transformation, you see the heady mix that is transforming business models and activities.

For the millennial generation, work is what they do, not where they go. Rigid corporate structures are limiting factors that stifle creativity and innovation. Organizations have plenty of opportunities to learn from this digitally savvy generation.

Customer-Centric Content Journeys: Your Duct Tape Is Showing

2014-10-September-Quick-Fix.jpgGetting the right content to the right person at the right time was first evangelized by the programmatic ad buying platforms. It was a vision that stemmed directly from a doe-eyed interpretation of their capabilities.

Now content marketers have latched on to the same philosophy, without fully appreciating an important distinction: Content marketing, unlike ad buying, generally assumes an active and intelligent customer who wants to educate him or herself (not simply a target for the right sales reminder at the right time).

Content Management Vendors Pushing Shiny Objects

2014-10-September-Raccoon.jpgWe've all been to that conference. The vendor is announcing a new feature in their Content Management System (CMS). They pull up a screen shot or a recorded demo that is very pretty, touting how easy the feature is to use. Everything everyone has ever wanted in that feature is there in crisp, shining detail.

What isn’t shown is the level of effort to make that demo a reality.

WCM: Pick for the Process Instead of the Project

2014-10-September-Choice.jpgWeb content management has completely changed. Some people argue that “Web” is too small a word now, because of the “omnichannel” world we now have to populate with content. Others argue that it’s about the “digital experience” or the “customer experience.” Whatever it is – one thing that's clear is that the amount of content, along with the number of tools producing it, has increased significantly.

CMS Shopping? Solve Your Business Problems First

2014-09-September-Chicken-Egg.jpgContent management systems have been around for almost two decades, but we’re still talking about how much we hate them. They’re not intuitive to use, and many of their features probably sounded attractive during the sales process, but are never touched and often get in the way of ease of use.

A Look at the Top of Gartner's Mobile App Development World

2014-9-september-climb-to-the-top.jpg

Customers want mobile apps. And providers are answering.

Gartner has chosen the providers it feels are best at enabling IT developers to create mobile applications for customers, partners and employees. It announced them in its Magic Quadrant for Mobile Application Development Platforms released this month.

It tabbed SAP, IBM, Kony, Adobe, Appcelerator and Pegasystems as the leaders in the space, followed by "challengers" Salesforce and MicroStrategy.

The "niche players" field is large: Apple, Microsoft, Google, Oracle, DSI, Motorola Solutions, Embarcadero, Verivo Software and ClickSoftware. Gartner also named Xamarin, Terelik and Sencha as "visionaries."

User Feedback: The Fuel Of The Experience Engine

2014-09-September-Suggestions.jpgUser feedback helps companies deliver the best products and services possible. Identifying needs, incorporating ideas and listening to customers questions are all ways to help solve problems and ensure development efforts remain focused on what really matters. By creating a conversational relationship, a company is able to better understand what it’s customers truly value.

Use Purpose-Driven Content to Create Buyer Experiences

2014-09-September-Buy-Now.jpgIt’s no secret that the information pools that buyers can tap are overflowing. It’s time, however, that we start looking at the customer buying process with a different perspective and begin focusing on purpose-driven content that creates distinguishing experiences for audiences.

Forrester Names Best in Cross-Channel Campaign Management

digital marketing, Forrester Tabs Its Best for Cross-Channel Campaign Management

Forrester Research has tabbed its software leaders for cross-channel campaigns, and it isn't a spot match of rival Gartner's.

Adobe, Infor, RedPoint Global and SAS Institute lead the pack for Forrester in its Wave for Cross-Channel Campaign Management for the third quarter, and IBM, Teradata and SAP are "strong performers."

Forrester also reported that Pitney Bowes and SDL "contend on certain capabilities but lag overall."

In its own multi-channel industry report — its Magic Quadrant in May — Gartner picked Adobe, IBM, SAS, Teradata and Oracle as leaders in the research firm's latest multichannel campaign management (MCCM) analysis. 

Gartner also named SAP a challenger and rated Salesforce, Marketo and Sitecore as visionaries. For niche players, Gartner selected Experian, SDL, Infor, RedPoint Global, Selligent, Pitney Bowes and Zeta Interactive.

As companies "struggle to consistently communicate with their customers across channels," according to Forrester in its recent Wave, "they need improved abilities to connect inbound and outbound campaigns and make decisions in one channel based on intelligence in another."

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