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Customer Experience News & Analysis

Alibaba: The Web IPO Heard Round the World

2014-18-September-Monopoly-Money.jpgThe global Internet and finance community is transfixed by the Initial Public Offering (IPO) of Alibaba Group Holdings, the  Chinese e-commerce giant that is expected to go public on Friday at a market capitalization in excess of $160 billion. This is likely to be the largest IPO of all time, raising up to $25 billion in capital for the company and giving a market capitalization larger than eBay (market cap, $64B) and possibly Amazon.com ($150B).

CMSWire Tweet Jam: Guide Customer Journeys with Content Marketing #CXMChat

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Customer's path to purchase gets more complicated by the day. By providing consistent, relevant and valuable content, marketers help people make informed decisions and (hopefully) win customers and loyalty on the way. But how is this done? And how can marketers make their content stand out in a very crowded field? Tune in to our Tweet Jam to find out! 

Introducing the Chief Listening Officer

2014-18-September-Listen.jpgThe universal interest in improving the “customer experience” both heartens and amuses me. Heartens because it's a good thing: who doesn't want a simpler, easier and more relevant experience in the multichannel world? Amuses because the term -- like many Holy Grail concepts -- is strong on hope and weak on follow through. For all of the interest in customer experience and all of the touted methods, systems and platforms, can you honestly tell me that your customer experience is better today than it was a year ago? Or two years ago?

Three Tips For a Bang-Up Blog

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Looking to get the most bang for your blog?

Follow the three-step playbook created by Anum Hussain, a growth marketer for HubSpot's inbound sales division, created after staring down the daunting challenge of creating a new blog HubSpot’s sales acceleration product, Sidekick. 

It's not enough just to have a blog, she said, you've got to create the right one.

How to Ensure Success in Your Customer's Journey

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You wouldn't climb the highest mountain without a guide or take up parachuting without an instructor. So why expect your customers to succeed without some guidance?

Today, it's important to help your Software-as-a-Service (SaaS) customers to succeed by analyzing the way they use your product and step in when they need help. This approach, known as customer success, has grown rapidly over the past couple of years. It's a byproduct of the subscription economy that has turned the traditional sales model on its head.

The subject was explored in depth yesterday as customer success executives from Totango and Kapost shared their ideas in a CMSWire.com Webinar sponsored by Totango.

Connect the Content Marketing Pieces with Taxonomy

2014-17-September-Bricklayers.jpgHas your company embraced content marketing? Have you migrated your team of copywriters to writers, your press releases to blog posts? Are you in the process of forming exploratory committees and trying to decipher a series of magic quadrants about cloud data systems? Has someone in upper management asked you about “Personalization"?

Mobile Devices are the Gateway to the Internet of Things

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The Internet of Things (IoT) is all about devices: how we interact with them and the data they produce. 

One key piece of the IoT that is often overlooked is our mobile device. On the day Apple releases its iOS 8, there's no better time to point out that mobile devices are really our gateway to the IoT.  

As we move around from location to location our mobile device, which is packed with sensors and numerous wireless radios, helps us seamlessly communicate with various other devices. Some of these devices might be in our homes, some our offices, some in our cars or the stores we shop in.  Still others, we wear on our bodies. 

Q3/Q4 Planning: Top Marketing Technology, Social Business Conferences & Events (17-Sept-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: 2014 B2B Marketing Analytics

Join CMSWire and Demandbase on September 23. In this one-hour webinar, discover how B2B marketing analytics impact on your data.
 

> Register Now

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Hootsuite, Nuance - and Everyone Else - Bite into iOS 8

2014-17-September-a-finger-in-my-apple.jpgThe Apple-a-day news picks up steam today with the release of the newest version of its iOS. Apple — with just the slightest lack of modesty —  calls it “the biggest release since the launch of the App Store.”

The update offers fewer visual improvements but more under the hood changes, tech writer Mark Rogowsky explained in a comprehensive blog post today. As he noted:

"In many ways, it’s a more exciting upgrade for those who live on their mobile devices. Yet a great deal of the potential is tied to an upgrade of Apple’s Mac OS X, called Yosemite, that isn’t expected until next month. And most apps will need upgrades to exploit the most powerful features of iOS 8."

The big deal: iOS 8 enables new connectivity between the cloud, personal devices and installed apps. And companies, brands and app developers everywhere are taking advantage of the new capabilities, including Hootsuite and Nuance.

Q&A with the Master of Content Marketing World #CMWorld2014

digital marketing, Q&A With the Master of Content Marketing World #CMWorld2014The numbers are in: Content Marketing World 2014, the largest content marketing event on the planet, according to conference officials, went off last week in Cleveland, Ohio with 2,600 people from more than 50 countries.

But the conversation isn't over.

That's why we caught up with the chief of CMWorld 2014, Joe Pulizzi, for a Q&A on all things content marketing. Pulizzi is the founder and CEO of the Content Marketing Institute.

Content Is the Foundation of the Buyer's Journey

2014-16-September-Toward-Los-Angeles.jpgCompanies that are serious about the user experience on their website should already be thinking about buyer personas and the buyer’s journey, two of the most important components of website strategy.

Which Cloud Office Suite: Microsoft or Google? #gartnerpcc

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Gartner Research Vice President Jeffrey Mann has added another snarl to the Microsoft versus Google brawl in the productivity space.

He also took time to fire at IBM’s SocialBusiness for the SmartCloud, calling it a "nice try" that is unlikely to catch on.

Speaking at the Gartner Portals, Content and Collaboration summit in London today, he pointed out that Microsoft, which already has the lion’s share of the market, is going to increase its presence at the expense of other players.

Oracle Digs into DAM with Acquisition of Front Porch Digital

Oracle is deepening its DAM pockets.

The IT and customer experience software giant this week announced it will acquire a content storage management solutions provider of large-scale media assets.

Oracle officials promised that the Lafayette, Colo.-based digital asset management provider, Front Porch Digital, will provide big data technologies that help enterprises handle "complex volumes of digital media content."

“Organizations need a modern, integrated content storage management solution to manage and monetize their valuable rich media assets,” John Fowler, executive vice president of Oracle Systems, said in a statement. “We will continue to build on Front Porch Digital’s success and unique capabilities, which complement Oracle’s existing high performance and scalable engineered storage solutions.”

Amber Road Automates Global Trade

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International trade volumes over the past 10 years have nearly tripled. With this rising flow of imports and exports comes growing supply chain complexity, as a single shipment may involve more than a dozen parties, ever-changing regulations, multiple languages and various modes of transportation.

Yet a recent survey indicated that 70 percent of the respondents still use spreadsheets for global trade management (GTM).

Many companies involved in global trade have a dedicated (and costly) staff to keep track of and comply with detailed, country-specific regulations. Transportation rates and schedules need to be analyzed; shipments must be screened against 200 lists containing an aggregate of more than 250,000 restricted parties.

Not properly managing this complex web of global trade results in poor supply chain performance, increased costs and exposure to fines/penalties. This sounds like a segment primed for some cloud disruption.

Why Marketers Should Care About Apple's iPhone 6

digital marketing, Why Digital Marketers Should Care About Apple's iPhone 6

A bigger iPhone 6 screen may make some butts look bigger.

But it also opens larger opportunities for digital marketers.

Digital marketers can capitalize on a new market, take advantage of higher-resolution screens with video marketing and expand marketing opportunities to beyond tablet users -- even, perhaps, the youngest of those users.

How big is this opportunity for digital marketers? So far, Apple reports 4 million pre-orders of the iPhone 6 and 6 plus.

"Previously, many mobile branding campaigns have focused on tablets," said Tom Bash, manager of product strategy and operations at Exponential. " With the iPhone 6 and 6 Plus, these campaigns can offer a more optimized experience on users’ devices that are accessible on-the-go, always-on, and at arm’s reach."

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