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Are We Asking the Right Questions of the Digital Workplace?

2015-11-March-Hands-Raised.jpgAre you asking yourself where intranets fit in with enterprise social network (ESN) platforms? Or wondering if you should replace your intranet with an ESN platform?

Maybe you have both, but struggle with adoption and suspect it has something to do with how well they fit together. You're not alone.

But before you try to answer these questions, are these the right questions to ask?

They aren't. What we should be asking is what do people need to get work done. Focus on the work, not the tool.  

Why You Can't Ignore Employee Engagement in Your CX Model

What if you could build your next product together with your prospective customers?

If you could, you would build precisely what they want. You would tailor it to their specifications and undoubtedly have a happy customer.

This simple principle lies at the core of our next-generation customer experience tools and the new look desktop views frontline Verizon employees use to serve our customers.

As an IT team, our clients are Verizon employees who set out to serve our customers everyday. Our shared goal is simple: Reduce customer effort.

Learn the ABCs of CMOs

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To be a CMO today, you need the ABCs — agility, bullishness, and customer-centricity. The ABCs of a CMO are both for how to work internally with your team and peers as well as externally to build your brand and drive revenue.

Let’s take one at a time.

Enterprise Search's Future Relies on Information Science Skills

Clinton Gormley and Zachary Tong published an excellent new book on Elasticsearch. It weighs in at over 700 pages — a commitment for even the most dedicated reader — but worth the effort for those interested in the topic.

In it, the authors describe the information retrieval functionality of Elasticsearch. They describe several hundred functional elements in the book. The skill lies in knowing which to implement given the nature of the content and the type of query that will be used. This requires information science/information retrieval skills, not developer skills. There's a shortage of these skills, but they are essential in four areas of open source search implementation.

When Your Intranet and Enterprise Social Network Get Married

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Pop the champagne and get ready to celebrate: your Intranet and Enterprise Social Network are getting married!

As we prepare to toast this joyous integration, remember that the Intranet and the ESN are strong, independent entities with many individual merits. As in any marriage, each partner must remain unique with its own purpose. By tying the knot, however, the Intranet and the ESN will complement each other’s strengths (and minimize their weaknesses), improving the overall employee communication experience.

6 Things That Make Modern CMOs Stand Out

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I remember when marketing was more about printing flyers, sending direct mailers, attending events and mass advertising. Selling was heavy on cold calling, or “dialing for dollars” as many professionals affectionately renamed it. And snail mail and these dinosaurs called “fax machines” handled most other parts of the business.

While many of those tactics still work, the digital age has brought us a range of new capabilities that are not only scalable, but efficient and much more effective.

It's a Long Road Ahead for Net Neutrality

On Feb. 26, the five commissioners of the Federal Communications Commission (FCC) voted along party lines — 3 (Democrats) — 2 (Republicans) — to enable net neutrality.

While this debate started many years ago and is far from over, especially with Senate testimony from the five FCC commissioners expected on March 18, it's worthwhile to look at the history of the Internet to better understand how we’ve landed here and what this might mean going forward.

Cleaning Up File Shares: Keep, Move, Delete or Archive?

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Destruction of significant, unique objects from a file share is rarely the first step in the destruction phase of the life cycle of the record. Usually the process of elimination from deduplication to significant, unique object deletion is multi-faceted.

Here is one way your company might approach a few of the decisions.

Do You Have What it Takes to Be a CMO?

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CMOs today require different knowledge and skills from those needed just five years ago. We are accountable for revenue and results and for crafting a compelling customer experience across the buyer journey.

Do you have what it takes to be the top marketing leader in your organization?

Bridging Senior Management Disconnect with Digital

This is the age of fast, give-it-to-me-now, you-better-make-it-simple convenience. But how do we convince senior management of this new reality?

Building Customer Communities with Yammer

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The last few years we've seen customer service evolve as social business continues its advance into mainstream business.

Online customer communities have changed the days of a customer calling a 1-800 number to get help or fumbling through a website searching for documentation. Online customer communities connect customers to a rich support community where your employees, technical specialists and customers collaborate to get help, solve issues and answer questions about the products and services you provide.

This approach transforms the way companies interact with and maintain customer relationships, and builds deeper connections.

Finding a DAM System You Can Love

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Lisa McIntyre said her company used to manage its digital assets with a clipboard and paper.

"I kid you not," she recalled, noting how people would write down the file they were borrowing and sign their name. "Who knows if anyone was even looking at that? Who knows if the files ever came back?"

That was about a decade ago, around the time the advertising agency, GSD&M in Austin, Texas, implemented its first Digital Asset Management (DAM) system. The new system was better, but even that didn't last, said McIntyre, now the company's digital asset librarian.

She explained the company's challenges during a CMSWire webinar yesterday entitled "New Use Cases for DAM in the Enterprise." The session, sponsored by Nuxeo, also featured Nuxeo CMO Bob Canaway. You can watch the webinar here.

Are ESNs Just Intranets In New Clothing?

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The term "intranet" has been around for a relatively long time in technology-speak. And while it seems that every time an upstart comes on the scene people question the relevancy of the intranet, I've got something to tell you:

Intranets aren't going anywhere. 

The Year of the Predictive Marketer

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Welcome to 2015: The Year of the Predictive Marketer.

In the year ahead, CMOs will need to not only build and foster teams that are data-savvy, but they will also need to embrace advancements in data analytics as core to their strategy and decision-making.

It’s not an option — it’s a need for survival.

Are You Looking for Secure Open-Source Messaging Options?

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The open source community is, if nothing else, fiercely loyal.

Users love the flexibility, the lower cost and the community effort to continually improve the code — and will proclaim these benefits to any and all who will listen.

So it's significant when a survey of this group reveals a failing of any type, in this case a lack of a good messaging system.

Spring Shopping for a DAM System

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“March comes in like a lion and goes out like a lamb.” Change fills the air during March. Though snow may still be on the ground, spring is just around the corner. For most organizations, corporate capital budgets have been approved or earmarked for the 2015 calendar year.

If you plan on implementing a new DAM in 2015, March is a great time to get started.

Listen Up CMOs: Don't Make These 5 Mistakes with Mobile

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Mobile provides a golden opportunity for companies to forge genuine connections with customers.

According to Pew Research Center, 90 percent of American adults own a cell phone, and many of those people are attached to their device. Sixty-seven percent of cell phone users check their phone for messages and alerts even when they don’t hear a ring or notification, and 29 percent say their cell phones are something “they can’t imagine living without.”

Devising an effective mobile strategy that capitalizes on this phenomena requires balancing data-driven insights with creativity and technologies. Together, these can create a transformative customer experience.

How Social Selling Helps Your Company Grow More Profitable

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Social selling will transform the way sales teams do their jobs.

At least that's what a lot of people have predicted over the past few years. They claim sales reps will use social networks such as LinkedIn, Twitter and Facebook to identify and engage prospects — and, most importantly, close more deals.

But according to a recent survey by PeopleLinx, only 31 percent of sales reps today use social media in their selling process. And if my experience is any indication, many of these early adopters don't understand a significant point.

The fact is that social networks are best used for networking — not selling.

How Salesforce Builds Its Ecosystem, 1 Company at a Time

John Somorjai was the corporate counsel at Oracle 18 years ago when an opening popped up in the corporate development group. He's never looked back.

Starting as a manager, he found he had a knack for spotting good companies and cutting deals. Within 18 months, he was named the group's senior director.

For the past decade, he's been at Salesforce.com, where he's now executive vice president for corporate development and Salesforce Ventures, the company's investment arm. Salesforce Ventures has invested in more than 100 enterprise cloud companies since its inception in 2009, including Box, DocuSign, Dropbox, Evernote, Gainsight, Apttus, HubSpot and recently, SteelBrick.

"We have a great advantage of being on the corporate side. You really understand the trends of the independent software vendors (ISVs) and system integrator (SI) partners who are building an ecosystem," Somorjai told CMSWire yesterday.

We asked him to share some of the strategy about the company's investments and to peek into the future of the marketing technology vendors out there today. 

Gartner's Look at Advanced Analytics Vendors: Are You Using a Winner?

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Hats off to Gartner for resisting the temptation to call Advanced Analytics “Analytics 3.0” because no one knows what that means. Some say that 3.0 suggests “analytics for all," referencing “all” as average workers.

Advanced Analytics, by Gartner's definition, are anything but that, according to the Magic Quadrant for Advanced Analytics Platforms (registration required).

Instead, Gartner defines them as “the analysis of all kinds of data using sophisticated quantitative methods (for example, statistics, descriptive and predictive data mining, simulation and optimization) to produce insights that traditional approaches to business intelligence (BI) — such as query and reporting — are unlikely to discover."

In other words, advanced analytics are the scalpels used by highly trained data scientists.