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Customer Experience News & Analysis

Watch Your Favorite Tech Exec Get Wet: Ice Bucket Challenge

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The summer of 2014 will be known for many things. Among them, the cloud storage wars, Microsoft’s new Mobile First, Cloud First mantra, and the battle for the enterprise among Enterprise File Sync and Share (EFSS) vendors.

It will also go down as the summer of the ice bucket challenge when everyone from Cristiano Ronaldo toKaty Perry to Jack Black to Novak Djokovic to Taylor Swift and Oprah dumped buckets of ice over their heads to raise money to fund research and bring awareness to ALS, a disease of the nerve cells in the brain and spinal cord that control voluntary muscle movement.

Don't Leave Money on the Table With Sales Slipups

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Are sales inefficiencies costing your company millions? A recent survey by Apttus and Adobe found many organizations polled admit to profit-eroding problems ranging from flawed sales processes, inaccurate quotes and inexact sales forecasts.

Most surprising? “Twenty-five percent of sales professionals could not say with confidence whether or not their company is successful – a shocking depiction of the siloed, disconnected nature of many companies,” says Elliott Yama, AVP of Best Practice and Knowledge Management for Apttus.

News Bites: B2B or Not 2B?

The latest in marketing, funding, analysis and liking from the Great White North, The Coffee Capitol, the Eureka State and Old Dominion.

Can't You Just Get Along? CIO, CMO = No Strong Bond

In a digital world, marketing and IT functions have become inextricably linked. But are the players in each space getting along?

Not necessarily, according to a 2014 Accenture Interactive report  that shows that chief marketing officers (CMOs) and chief information officers (CIOs) don’t always share a strong bond.

To create its 2014 report, “Cutting across the CMO-CIO divide: Digital drives a new wave of collaboration,” Accenture Interactive polled an international group of more than 1,100 senior marketing and IT executives. The results found that while the relationship between these the holders of these two job titles has improved considerably over the past few years, there remains room for improvement.

“While 43 percent of marketers and 50 percent of IT leaders think their relationship with the other has improved over the past year, less than one-quarter (23 percent) of marketers think the level of collaboration between CMOs and CIOs and their organizations is at or approaching the ‘right level’ now,” according to the report.

Tweets to Treasure: Better Trend Analysis

2014-28-August-Sean Goggins and Ian Graves.jpgThere’s something intriguing about wandering anonymously through the day, going wherever you want, doing whatever you want — no questions asked, no calls from the office.

Too bad that rarely happens anymore.

Thanks to social networks like Twitter, a worldwide broadcast of your every move and mood is just 140-characters away. We've come a long way since 2008, when many of today's most tweet-happy users (myself included) complained about their fears of being followed and argued that the minutia of someone else's life isn’t interesting enough to distract their attention.

Nope, we've learned that Twitter really is the gateway to deeper, more meaningful communication — and allows people to more deeply connect, share resources, share online opportunities and collaborate.

And now researchers at the University of Missouri claim they've found a way to make Twitter even more useful for those who believe there's actually a lot of treasure in those tweets.

CMSWire Tweet Jam: How to Succeed with DAM #DAMChat

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Everywhere we look there's another DAM decision to be made. From creation of strategy, to software selection, to driving adoption, to successful integration, it's no wonder that many of us are left wondering how to actually succeed with DAM. Join in as we discuss the possibilities at our upcoming Tweet Jam!

Digital Marketing's Easy, Until You Try It

2014-28-August-Rubiks-Cube.jpgDoes this sound familiar?

"Marketing is no longer an art; it has become a big data analytics engineering discipline where every marketing dollar can be optimized for maximum impact. All you need to do is give away a free version of your product and crank up the ______ <select one: ‘digital,’ ‘content,’ ‘social,’ or ‘automated’> marketing engine and you are good to go. Display ads to free users or offer a premium paid version of your product and you too will soon be able to sell your company to ______ <select one: ‘Google,’ ‘IBM,’ ‘Microsoft,’ or other company> and retire. Hire Millenials to feed this amazing new automated marketing. These folks totally ‘get’ the social stuff because they already spend all their waking moments on _______ <select one: ‘Facebook,’ ‘WhatsApp,’ ‘Instagram,’ ‘SnapChat’>.”

Unless you're completely off the grid you have surely seen some variation of this theme. Sounds great … if only it were this easy.

Salesforce1 Community Cloud Promises LinkedIn Experience

LinkedIn, you should be flattered. Salesforce wants to be like you.

The CRM giant is touting its Salesforce1 Community Cloud, a platform launched today that company officials call a "LinkedIn-like" experience that's personalized, mobile and connected to businesses. 

Salesforce has "decreased the friction of going into communities," Lisa Hammitt, vice president, business operations of Salesforce1 Community Cloud, told CMSWire. "To be a cloud, we have to be able to predicate it off customer success."

Q3/Q4 Planning: Top Marketing Technology, Social Business Conferences & Events (27-Aug-14)

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.)

You're Invited: Making Customer Journeys Work

Join CMSWire and Totango on September 16. In this one-hour webinar, learn the critical processes to create customer journeys.
 

> Register Now

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Should You Use LinkedIn to Build a Network or an Audience?

2014-27-August-LinkedIn-Head.jpgI’m not sure how to use LinkedIn anymore. I’m on LinkedIn all the time as a social marketer, and over the last year or so I’ve noticed some big changes to two basic aspects of how I think about LinkedIn … and they've left me scratching my head about my own approach.

Facebook Tackles Clickbait, Reels In Rockin' Headlines

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Facebook could be the ultimate social media party pooper. Earlier this month it shut the gates on ‘Likes’ and this week it's clamping down on funky, attention grabbing headlines, which fall under what Facebook describes as clickbait.

Flying in the face of about a gazillion years of best journalism practice, Facebook has decided that it will be cracking down on headlines that attract reader attention if Facebook believes the headline doesn’t truly reflect the content of the story.

ESPN Slam Dunks Its Public API

2014-26-August-In-The-Air.jpgSay it ain't so, Joe! API fans everywhere suffered a heartbreaking defeat when one of the most prominent public content APIs packed it in and said there might not be a next season.

Say What? Most Consumers Clueless About the Internet of Things

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A lot of businesses and marketers spend a lot of time developing strategies around the Internet of Things (IoT). But guess what?

Recent research from the Acquity Group shows most consumers are clueless about the IoT — and companies and brands may be putting the cart before the horse by trying to sell smart technologies to consumers.

In fact, the research shows ignorance about the IoT is the biggest barrier to adoption. A stunning 87 percent of the people surveyed don’t know what it is — and consequently can't see any value in it.

How to Succeed with DAM

2014-26-August-Horseshoes.jpg“The secret of success is to do the common things uncommonly well.” -- John D. Rockefeller

The question I hear most often from clients in all industries is how do I “succeed” with DAM -- how do I make it a successful system and provide real and meaningful benefits to the organization?

The short answer is that there is no “silver bullet” as to what success is. Success means many things to many people. In many ways, success is having the cognitive capacity to internalize what success may be, and then having the strength to achieve that success and applying that in all that you do. Success in DAM starts by defining what your customers and business want to do with digital assets and then creating the plan to achieve it. What DAM success is not is buying the software and hardware and then pushing the button; DAM is far more than that.

Digital Marketing Consultant 'Lucky' As Napa Quake Rocks Home

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As a digital marketing consultant, Andreas Mueller-Schubert knows a bit about the technology revolution.

But around 3 a.m. this past Sunday morning in his Napa, Calif. home, technology was no help. It was him, his wife and two children and Mother Earth.

Mueller-Schubert and family live just 10 miles outside of the epicenter of the magnitude 6.0 earthquake that rocked Northern California this past weekend, the largest in the Bay Area since 1989.

"Everyone was a little shocked. The kids haven't experienced anything like this," said Mueller-Schubert, a German-born digital marketing consultant for WSI Next Gen Marketing who lives with his wife Georgia, daughter, Annika, 20, and son Zachary, 19.

Everyone's OK -- but the family's home saw plenty of shattered glass and some damage in the garage.

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