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Customer Experience News & Analysis

Week in Review: Enterprise Team Players + Office 365 Disaster

Marketing on Commission
Do marketers know how to deliver revenue?

Open Your Twitter DM Door?
Twitter's letting you in the inbox.

World of Team Players
Like it or not, you must be a collaborator.

Find Your Right Collaboration Fit
Go beyond what makes sense for IT.

Office 365 = Disaster
Unless we see change, we'll see failure

Hey, ECM. Go Digital
Four reasons why the move makes sense.

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News You Can Use: Jahia, Sitecore, G2 Crowd, More

The latest in innovating, integrating, teaming, selling and ranking from the Peace Capital, the City of Spires, the Grape State and the Inland Empire State.

Ad Pioneer Jane Maas: We Never Drank Before Noon

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Jane Maas is the author of Mad Womenthe true story of what it was like to be an advertising women in the sexy, sexist era of Mad Men. 

She clawed her way up from secretary to copywriter to creative director at Ogilvy & Mather and Wells Rich Greene.  But she denies that she is the real Peggy Olson — the character immortalized in AMC's long running series Mad Men.

Maas was a creative director at Ogilvy & Mather and Wells Rich Greene, and president of Earle Palmer Brown. She was Advertising Woman of the Year, won 47 creative awards, wrote five books and raised two children. Today, she describes herself as a creative consultant and a warm and witty keynote speaker.

Salesforce Targets the HR Space - Again

Timing is everything when plotting a product roll out -- even for a giant like Salesforce.com.

The company has made various attempts to penetrate the human resource market in the past with limited success. Now it is making another pass at this piece of the market with its Salesforce for HR.

"It feels like déjà vu all over again for Salesforce.com and HR," Jeff Kaplan, managing director of Think Strategies, told CMSWire.

This time, though, Kaplan continued, the stars could well be aligned for greater market receptivity.

Should You Open the Twitter DM Door?

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Man, do I hate it when I try to direct-message (DM) someone on Twitter, but can't because that person doesn't follow me.

First of all, who doesn't follow me? And secondly, why are they so privileged to not get my notes?

Alas, there's hope for me. Twitter opened that DM door this week.

Now, you can opt in and allow anyone to send you a DM. No need for them to be your follower to send them a message.

It's kinda like email -- if someone has your address, they can ping you, provided they opt in.

"We’re changing how direct messaging works so that it’s even easier for you to communicate one-to-one or with a chosen group of people, anywhere in the world," Twitter's Nhu Vuong wrote in an April 20 blog post.

I love this as a reporter. (So watch your Twitter inboxes, my trustworthy sources). 

I'm not the only one affected here. Think brands.

Are Your Execs Hindering Your Social Media Success?

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I've written often about the challenges B2B marketers face in turning the crank to generate social ROI. Specifically, how important it is to build quality social channels, set the right social media goals and create compelling content -- and how mobilizing your employees and brand advocates can help you get social traction much more quickly.

But maybe there's more to it than that.

SDL Banks on Data Integration in Latest Update

Digital marketers need tools that make it easy to orchestrate and optimize cross-channel interactions at scale. David Schweer, senior product marketing manager at SDL, provided that current industry snapshot in an interview with CMSWire.

It's the foundation of a product update Maidenhead, England-based SDL released today.

SDL released a new version of SDL Campaigns, a component of the SDL Customer Experience Cloud (CXC). Company officials claim it will help organizations orchestrate and optimize customer interactions across all channels through one single view of the customer.

What if Marketers Got Paid By Commission?

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Imagine for a second that you run a sales division. Now imagine that your team’s goals are to show up for work, respond to emails, write compelling messages to their prospects and complete projects that their chain of command likes. The metrics they own are superficial, like how many emails answered, how many calls made and so on.

Do you think revenue would suffer with this approach?

Jahia to Offer Ethical Web Data Exchange to Apache

Open source CMS vendor Jahia intends to contribute a reference implementation for a standard protocol for the exchange of customer data between web servers, to the Apache Foundation as an incubator project, a Jahia spokesperson told CMSWire today.

Jahia’s aim, as the company’s CTO told us last month, is to advance the development of a system that enables a CMS or a user experience platform to exchange customer data such as purchasing history and preferences in an environment that also gives customers control over what gets shared and what does not.

Is Google Launching A Wireless Service?

UPDATE: Yes, it's official. Google launched its own wireless service, aptly named Project Fi.

Google will leverage its new technology to “intelligently connect you to the fastest network whether it's Wi-Fi or one of our partner LTE networks.”

What’s interesting about the new service is that it will transition service between wireless and Wi-Fi networks so that you’re always connected in the least expensive way. And this is Google’s responsibility, not yours. (I say this because I have the Wi-Fi option on my phone right now, but after receiving a Wi-Fi alert, I have to manually OK the switch).

On the Fi Basics plan ($20 per month), customers get unlimited domestic talk and text, unlimited international texts, “low cost” international calls, Wi-Fi tethering and coverage in 120 plus countries. The data prices are $10 for 1GB, $20 for 2GB, $30 for 3GB and so on. So, a plan with 3GB would cost you $50/month. If you don’t use all your data, you get money back for the portion you didn’t use.

Google reports there’s no annual contract required.

What’s somewhat unique about the service is that, once you connect your number to Google Hangouts, you can talk, text, and check voicemail via any screen that supports it, regardless of what device the person on the other end is using.

There’s more information in yesterday’s story below.

Where You Need to Be in Coming Weeks (22-April-15)

Our industry event planner gives you the heads-up on what key industry events are coming around the corner. If we've missed something, don't hesitate to add your event to the list. (You can also view the full calendar here.)

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SugarCRM Jumps on Customer Journey Bandwagon

Halfway through the first day of SugarCRM's SugarCon conference, the company announced a new iteration of its platform, Sugar 7.6.

Features that seem have impressed the crowd (hat tip to Jeremy Cox, Mitch Lieberman and Brent Leary among many others) include the customer journey mapping and advanced workflow.

Alcatel-Lucent Helps You Add a 'Phone' to Salesforce

A funny thing happened on Alcatel-Lucent’s way to breaking ground on its Rapport Communications-as-a-Service platform.

To the surprise of many, even within the organization, it completed its under-the-radar negotiations with Nokia, in a deal which may bring the caretaker of Bell Labs under the wing of a newly empowered management team with a score to settle with the world.

Rapport is now available today, and for the first time is being offered directly to enterprises as a kind of application in itself — not an end-to-end, single-vendor, locked-down solution. It’s not just the telephone as software, but the entire network.

Don't Let Big Data Keep You Up at Night

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Massive amounts of data is zooming around online and through the airwaves -- data that could help your small business accomplish a great many things. But just because it's there doesn’t mean you have to worry about ALL of it. You just need to focus.

Although the Internet of Things is upon us, hovering over the Interwebs like some humongous alien spaceship, big data concerns don’t have to keep you awake at night if you own a small business. Why, then, do you have a nagging feeling that it should?

Grab Your Pitchfork: It's Time to Skewer Someone on Social

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How are we supposed to get any work done with all the drama on social media?

It's downright exhausting. Every day there's someone new to judge and vilify, which we collectively do with the vengeance and rage of the villagers in Frankenstein.

I'm not talking about people who have committed truly horrible acts of inhumanity and cruelty, like that Texas veterinarian who put an arrow through the head of a neighborhood cat — and boasted about it on her own Facebook page.

I'm talking about the ill tempered and the foul-mouthed, the anger impaired and the sensitivity-challenged, the seriously naïve who either didn't know or didn’t think anyone would care that their butts or bellies or bosoms were on display in that too tight, too short, too small article of clothing.

I'm talking about people much like me and you who simply had the misfortune of having their stupidity immortalized on social media.

And the whole thing has me and others, including Peggy Drexler, an assistant professor of psychology at Weill Cornell Medical College in New York City, wondering:

Is this unhealthy "us and them" mentality coloring our perspective of the world? Do we feel "better than" by sharing the latest story of someone's bad behavior? Now take it one step further: Could these feelings of superiority and underlying lack of respect for other people be sabotaging our commitment to customer-centricity, at least subconsciously?

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