Customer Experience Management (CXM), Information Management, Social Business
 
 
 

Web Content Management System (CMS) News & Articles

Blytheco Adds SugarCRM to Product Offering

Sage N. America's top ERP partner, Laguna Hills, CA based Blytheco LLC, announced this week it has has partnered with SugarCRM, "…delivering to its clients the ability to effectively boost sales and retain customers, while saving money," the company said.

SDL's Acquisition of Alterian: Get the Details

So SDL officially announced the completion its acquisition of Alterian, a provider of web engagement management solutions. But the details were very light. We change that right now.

Smart Content Reviewed: Text Analytics & Semantic Content Enrichment

Spurred on by an online debate about the distinction between text analytics and semantic content enrichment, I turn in this article to the pressing question: "What does semantic content enrichment mean?" 

HootSuite Adds Digg, TrendSpottr, InboxQ Apps

hootsuite_logo_2010.jpg HootSuite users can extend the platform's functionality with three new apps available immediately in the App Directory: Digg, TrendSpottr and InboxQ. More apps are expected to roll out soon.

Atex to Release Multi-Channel Content Hub in Q1

After announcing the integration of Atex Content with Atex Web CMS in early January, Atex is just plowing ahead with new releases. Later this quarter — at a date yet to be made public — the content publishing giant is to introduce Atex Content Hub.

Alert: What's Coming for Open Source CMS in February 2012

Welcome to the January 2012 installment of our what's coming from the open source projects in the next month. If you feel that your project was left out, we invite you to email us at pr@cmswire.com to have a project representative added to the list of people we contact for updates.

Customer Experience: Why Audience Navigation Usually Doesn't Work

Links cause most problems when they overlap and audience based links are particularly problematic.

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It's Official: SDL Has Acquired Alterian

It's finally official. SDL has publicly announced that is has completed its acquisition of web engagement management provider Alterian.

Vimeo's Redesign Responds to Privacy, Copyright Concerns

Vimeo's Redesign Responds to Privacy, Copyright ConcernsIn the last year or so, Vimeo, the video sharing site, has reached 50 million users worldwide up from 30 million a year ago. In fact, it’s fairly common to have video links across social networks redirect to Vimeo. Its growing popularity has lead Vimeo to undergo a website design that provides registered users with a better Vimeo experience.

Dash Analytics From Parse.ly Helps Web Pubs Get Smart

Analytics provider Parse.ly announced its flagship product Dash, moving the technology from beta status to general availability, in a supported content publishing system.

The company calls Dash a predictive content optimization platform that targets publishers with a purpose-built system offering deep web content analysis "…at a massive scale" with the promise of producing data insights that will optimize web content performance.

CheckThis Offers Fuss-Free, Simple Micro-Site Publishing, Sharing

CheckThis LogoJust when you thought that a microblogging service was simple enough, things like CheckThis come along. Offering fuss-free publishing of micro-sites, CheckThis promises quick posting of micro websites without even the need to go through complicated account signups.

Acquia Beefs Up Board with Two Technology Veterans

Acquia New LogoAcquia is only three years old and focuses almost exclusively on open source platform Drupal, which makes its earning a spot on Forbes list of 100 most promising companies in 2011 a pretty impressive feat. Despite the company’s showing, Acquia is not yet a well-recognized name in enterprise circles. The appointment of two new board members may just change that.

Twitter Buys Dasient Security Company

twitter_logo_2012small.pngInternet security company Dasient announced in a blog post that it had been acquired by Twitter.

Committing to Consistency to Help Deliver a Unified Customer Experience [SPONSORED]

Sponsored ArticleLast week I sat in on a TweetJam hosted by CMSWire on the theme of Customer Experience Management. What stuck with me was the topic of customer experience consistency across multiple channels both offline and online.

Someone commented on the fact that the Starbucks brand is not just represented by their graphic image but it is also the smell of coffee when you walk into the store that helps to represent their brand.

We live in a multi-channel world that offers customers varied touch points across Web sites, microsites, print, email, mobile and social networks. Every channel adds to the customers’ total brand experience —whether they are reading through product reviews, walking through the mall, reading an email on their phone, passing a billboard on their way to work, or checking into a store on Foursquare on their iPhone.

The key to success is to ensure that you have the ability to measure, react and engage across these various touch points in a way that is consistent. Consistency builds trust and trust is what will lead you to a loyal customer.

At OpenText we have worked with several customers that struggle with brand consistency both as a result of introducing new channels as well as inheriting additional websites through acquisitions. People’s United Bank is an interesting case study. They wanted to present a unified perception of their brand even as they moved from 3 websites to 11.

They also needed the people who authored the content to be able to push it out in real time across a variety of channels. When all was said and done, they found that they increased channel performance by 70% — a great statistic. Check out this detailed interview with the People's United Bank project team.

Forrester: Why Customer Experience Management Needs To Be Personalized

Customer experience management (CXM) begins with customer data. Ultimately, it also ends there. While CXM can gather insights from consumer data garnered around individual behaviors online, if the consumer is not prepared to provide certain data voluntarily, the picture is incomplete. A recent report by Forrester shows that acquiring that data is increasingly problematic.

Salesforce.com Turning Toward Social

At this point, it's growing beyond hints in the wind, as word on the street is that the Salesforce.com CRM behemoth will soon offer social network technology to include data sifting of tweets and other filters to gain meaning from real-time social network traffic. 

The rumor, from a talk given by Chief Scientist JP Rangaswami, in Munich, Germany, comes on the heels of Salesforce.com's agreement to purchase Rypple and its social performance management application. Salesforce.com is moving this largest seller of online customer-management software toward the social space.

The Digital Marketing Platform: The Future of CXM

2011 was dominated by the trend of convergence; more than one WCM platform began the transition from digital content management tool to customer engagement and marketing platform by improving the analytic and personalization capabilities of its offerings. These efforts are a step in the right direction. Content will forever be the “meat” in the marketing sandwich, so building out from this center only makes good sense. However, even this new breed of Web CMSs have a long way to go before they singularly provide the tools and functionality that savvy, enterprise-scale marketing and IT teams are demanding right now. To meet those needs, the biggest trend of 2012 is likely to be the emergence of digital marketing platforms via the integration of existing enterprise software tools.

Web Content: Tips for Writing Great Links

Start with the link, not the sentence. Often, all you need is a nice clear link. No summary text. The link should be the first thing you think about. You should only add surrounding text if absolutely necessary.

Customer Experience is More Than a Solution, It's an Attitude: #CXMChat Recap

If you joined us for our Customer Experience Management Tweet Jam on Thursday, January 19, you may have learned a few things about the past, present and future of listening, delivering and measuring a consistent, contextual, optimized message across all channels, otherwise known as CXM.

Facebook Rolls Out 60 Open Graph-based Apps

Facebook announced 60 new apps and invites developers to build more on its Open Graph platform.

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