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Our Favorite Tweets from the Apple-IBM Mega Deal

mobile enterprise, Our Favorite Tweets from Apple-IBM Enterprise Mega Deal

We've already offered some great perspective on the IBM-Apple Mega Deal.

Now for some comic relief.

Without further ado, here are some of our favorite tweets from the IBM-Apple deal that shook up the mobile enterprise world.

The 'Why' of ECM Failure and the 'How' of ECM Success

2014-16-July-Runner-Tears.jpgIndustry statistics suggest that the odds of a successful ECM project are dismal at best. Here, some ideas on how to beat the odds.

This past week I met with the General Counsel and CIO of one of those increasingly rare organizations that has absolutely no enterprise content management (ECM) technology, but is now embarking on building an ECM program. This program will not only include rolling out a technology project, but will also include all of the people and process elements required to use the technology to serve the business. Not surprisingly, they want to get it right. They asked me: “How often are these programs successful?”

“Successful? Well, that depends on what you mean by success.” That’s what I started to say. I explained that success is measured differently by different organizations, and that was where the GC stopped me. She wanted the bottom line: What’s the prognosis, doctor?

5 Reasons Your Business Needs a Digital Platform

2014-15-July-Ace-Frehly-Platforms.jpgThink of how many ways a customer can interact with a company with just one mobile device. Text messages, phone calls, social channels, web browsing, e-commerce — the list goes on. Whether phones, tablets, wearables, connected devices, etc., each offers an opportunity to deliver an experience based on the context.

The need for consistent experiences across these digital mediums leads to opportunities and challenges in delivering a consistent, seamless and compelling user experience across channels.

The Link Between E-Discovery and Information Governance

The difference between e-discovery and information governance is the difference between reactive and proactive.

When documents shifted to digital format, companies needed a solution to help find and identify the electronically stored information necessary for legal procedures. Enter e-discovery.

E-discovery allows companies to identify information assets, which enables them to establish governance policies. These policies include proper retention controls, storage hierarchy migration criteria, metadata capture, security, privacy and access rights and more. The discovery and inventory of information assets is a necessary part of an overall information governance strategy.

How Customer Communities Bolster Support Teams

2014-15-July-Contact-Center.jpgThe business benefits of customer communities are well known: call deflection, search engine optimization (SEO), product ideation and even revenue growth. While some of these benefits directly benefit customer support teams, others benefit the broader organization.

Customer engagement helps sales teams drive incremental revenue, ideation helps inform the product roadmap for product management and SEO helps the marketing team rank higher for particular keywords. Ask customer support managers and they’ll tell you how customer communities can make their teams more valuable.

Customers Don't Care About Your Processes

2014-15-July-Milk-Processing.jpgIn January of last year, Macy's became the first major retailer to name a Chief Omnichannel Officer. In May of this year, Target announced the formation of a new Digital Advisory Committee to focus specifically on brainstorming omnichannel strategies.

Clearly the need to deliver true omnichannel experiences is something that retailers and their marketing teams are taking very, very seriously.

Information Management Will Never Be Easy

2014-14-July-Obstacle-Course.jpgI get the opportunity to speak with hundreds of folks a year about managing information at organizations, and probably the most common requirement I hear is, information management needs to be easy and user friendly — if users have to do anything more difficult than what they do now, it will fail.

It’s difficult to formulate a response to this request (or even keep a straight face). The idea that somehow you could go from managing corporate information horribly to managing it well and have it be perceived by end users as easy is pretty astounding.

Before all the UI/UX folks out there break out the pitchforks and torches, let me explain what I mean and why.

What Matters (and What Doesn't) for Flexible, Agile Solutions

2014-14-July-Many-Languages-Love.jpgEnterprises don't lack for choices. In one of his final blog posts before leaving Forrester as an analyst, David Aponovich summed up the importance of web content management to creating digital customer experiences.

He wrote that “WCM has become an essential foundation for enabling successful digital experience efforts. And by doing so, it’s supporting one of the last things that corporations and brands can use to differentiate themselves.”

Find the Opportunity in Showrooming

2014-14-July-Shopping-Mall.jpgHave you ever gone into a store, found a product you wanted to buy and then pulled out your smartphone to check reviews or search for a better price online? It might feel like you’re cheating the system, but you’re not alone. This is the way people shop today — and it’s called showrooming. 

Google published research in May 2013 on how mobile is transforming the shopping experience in stores. It found that “84 percent of shoppers use their phones while in a physical store.”

Discussion Point: What's the ROI on B2B Social Media Marketing?

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I always tell the story of the day a supervisor at a former company told me, "We should get on Twitter."

Get on Twitter. Why? Because others are doing it, of course. 

There was no game plan. How much should we tweet? When should we tweet? What should we tweet? Are our clients on Twitter? Nope, not even that question was considered. 

Today, of course, social media seems to be all we can talk about when it comes to marketing. Even B2B marketers have caught on. Having a presence in social circles is a must.

The Customer Feedback Revolution

The web is one of the most perfect feedback environments, where the creator and the consumer become intertwined in the network. 

Omnichannel Service Takes the Whole Company

When we look to a company for answers, what do we want?

We want a seamless experience and answers tailored to our needs, no matter how we reach out. Whether we visit a store, check a website, send an email, call customer service or all of the above, we want the source or person on the other end to understand our relevant history and quickly provide answers. We want omnichannel service, and so do our customers.

Predictions Gone Awry: 4 Unexpected Impacts of Big Data

2014-11-July-OTB.jpgAt the start of any significant IT hype cycle, predictions abound. No matter what the trend, a seemingly endless array of vendors, experts and analysts alike line up to place their bets as to how this new movement will forever change the IT and business landscape.

Big data was no exception.

As an explosion of immense new unstructured datasets gave root to the big data hype cycle that now dominates so much of the ongoing IT conversation, scores of experts chimed in with opinions on the many ways in which this new megatrend would change the way companies do business.

Mobile is the Essential Link in Customer Experience

2014-11-July-Tokyo-Subway.jpgThe 2010 customer expected you to provide her with an easy way to find what she was looking for — prices, product features, reviews or account information.

The 2014 customer expects you to anticipate what she might want and present it to her, in context, perhaps even before she knows she wants it.

Smart phones have created this change. All of us are in the midst of a mobile mind shift. We have learned that whatever the question, the answer is on the phone. Does this product come in my size? What’s the name of that song? Did the US qualify for the second round of the World Cup?

Whatever the question, the answer is on the phone. We don’t want to look for the answer, we just expect it to be there.

Social Signals, Social Noise and Knowledge Management

2014-10-July-Train-Signal-Noise.jpgSocial information is very different from traditional documentation. We've grown accustomed over the past few years to referring to documents as “unstructured data.” But even PowerPoint is neat and orderly compared with the wild frontier of enterprise social.

Hashtags, "likes" and abbreviations are all part of users conveying information. Almost all organizations with enterprise social deployments turn to it after traditional documentation, but in many cases, social knowledge management is an afterthought — if it's performed at all.  Yet information theory shows us that enterprise social is much more likely to contain meaningful enterprise knowledge than traditional documentation. 

How should we approach knowledge governance in social streams?

What Mobile Marketers Need to Know About iOS 8

At the Worldwide Developers Conference in June, Apple announced a number of changes coming with release of the iOS 8 operating system being rolled out in September. Marketers who communicate with consumers via mobile must be aware of the coming changes so they can adjust their strategies and technology capabilities leading up to the release. It’s important to note though that iPhone 4 will not support iOS 8, so for the time being push strategies taking advantage of new iOS 8 capabilities will need to include legacy support for iPhone users who have not yet upgraded to a new device.

Forget the Channels, Focus on the People

2014-10-July-Car-Lot.jpgThe elusive promise of the seamless customer experience might be within reach, but sometimes seamless doesn't equal good — or great — customer experience. Are we focusing on the wrong things?

Lessons from Brazil Soccer: How to Manage a PR Crisis

customer experience, Listen Up, Brazil Soccer: How to Manage Your Worst PR Crisis

Brazil lost to Germany 7-1 in the World Cup soccer semifinals Tuesday in Belo Horizonte, Brazil.

That's like everyone getting food poisoning simultaneously at a convention to promote celebrity chef Emeril Lagasse's pasta sauce.

It's the worst PR crisis you can imagine. Right on your home turf. So what to do?

Why Marketing Automation is a Must

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Imagine engaged and nurtured customers, who enjoy personalized, quality content that you deliver to them at the right place, at the right time, on the right device … customers who love your brand so much they just keep buying your products.

Meanwhile, your sales and marketing teams feel empowered to do their jobs better and act accordingly to sell your products more effectively.

Fantasy? Not exactly. One of the technological ways to get to this digital marketing Garden of Eden is marketing automation.

Crowdsourcing Startup Wants Clarity for Flooded B2B Software Market

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An Israeli crowdsourcing website startup that launched today will be a hub for those in the market for B2B software and even reach B2C-level success like Amazon or Ebay, its founder boasted to CMSWire. 

Chekkt, which includes reviews and ratings on Software-as-a-Service (SaaS) solutions and outsourced services, launched www.chekkt.com. It is designed to help companies, from startups and mom-and-pop shops to businesses with thousands of employees, discover, compare and purchase the best SaaS solutions for their needs, according to Chekkt CEO Ori Manor.

"The problem is quite simple," Manor told CMSWire. "Businesses today really don't have a go-to destination to compare services. It's unbelievable what you see in the B2C realm with Amazon. Everything is accessible, and you have a huge inventory at your fingertips. In the B2B sector, it's hard to discover these things, and it's hard to tell whether a certain software is relevant for your needs."