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Customer Experience News & Analysis

What Matters (and What Doesn't) for Flexible, Agile Solutions

2014-14-July-Many-Languages-Love.jpgEnterprises don't lack for choices. In one of his final blog posts before leaving Forrester as an analyst, David Aponovich summed up the importance of web content management to creating digital customer experiences.

He wrote that “WCM has become an essential foundation for enabling successful digital experience efforts. And by doing so, it’s supporting one of the last things that corporations and brands can use to differentiate themselves.”

Find the Opportunity in Showrooming

2014-14-July-Shopping-Mall.jpgHave you ever gone into a store, found a product you wanted to buy and then pulled out your smartphone to check reviews or search for a better price online? It might feel like you’re cheating the system, but you’re not alone. This is the way people shop today -- and it’s called showrooming. 

Google published research in May 2013 on how mobile is transforming the shopping experience in stores. It found that “84 percent of shoppers use their phones while in a physical store.”

Cloudwords Offers New Solution for Global Marketers

Marc Benioff-backed Cloudwords is continuing its quest to help global marketers manage multi-lingual content. The cloud-based translation management application today announced Campaign Manager, an enterprise-ready solution designed to help marketers "plan, execute and track" the localization and translation of marketing content for global campaigns.

Benioff, the CEO of salesforce.com, was one of the original investors in the San Francisco-based company. 

Cloudwords was founded in 2010 by "individuals who gave birth to cloud computing," including Scott Yancey, a key architect on the salesforce.com platform, and Michael Meinhardt, a consultant who advised numerous enterprise customers on their global translation strategy, including Cisco Systems, Hitachi Data Systems, Apple and Symantec.

Discussion Point: What's the ROI on B2B Social Media Marketing?

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I always tell the story of the day a supervisor at a former company told me, "We should get on Twitter."

Get on Twitter. Why? Because others are doing it, of course. 

There was no game plan. How much should we tweet? When should we tweet? What should we tweet? Are our clients on Twitter? Nope, not even that question was considered. 

Today, of course, social media seems to be all we can talk about when it comes to marketing. Even B2B marketers have caught on. Having a presence in social circles is a must.

The Customer Feedback Revolution

The web is one of the most perfect feedback environments, where the creator and the consumer become intertwined in the network. 

Constant Contact Becoming a Platform Vendor

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Known mainly as a provider of cloud-based email marketing solutions for small businesses, Constant Contact has been expanding its product offerings, transforming itself into a platform vendor.

With more than 605,000 customers (including roughly 40,000 net new additions in 2013 and 10,000 in the first quarter), Constant Contact has the ability to sell a greater number of solutions (covering event registration, online surveys, coupons and social media campaigns) into an increasingly large installed base.

Now it has the potential to do even more with a product called Constant Contact Toolkit, which it claims which brings together all of the online marketing tools needed to drive new and repeat customers across key channels.

Salesforce Acquires CRM Startup RelateIQ for $390 Million

Salesforce acquired today a smaller CRM provider in a deal that could be worth up to $390 million, according to a filing with the United States Security and Exchange Commission

The CRM giant scooped up RelateIQ, a Palo Alto-based provider that claims it's known for driving "relationship intelligence" rather than "relationship management."

"We believe this offers our customers the best of both worlds," RelateIQ co-founder Steve Loughlin blogged today. "Salesforce.com pioneered the shift to enterprise cloud computing, redefining modern CRM as we know it. ... RelateIQ is pioneering the next generation of intelligent computing through data science and machine learning. Looking ahead, salesforce.com’s acquisition of RelateIQ will extend the value of salesforce.com’s No. 1 CRM apps and platform with a new level of intelligence across sales, service and marketing."

Omnichannel Service Takes the Whole Company

When we look to a company for answers, what do we want?

We want a seamless experience and answers tailored to our needs, no matter how we reach out. Whether we visit a store, check a website, send an email, call customer service or all of the above, we want the source or person on the other end to understand our relevant history and quickly provide answers. We want omnichannel service, and so do our customers.

This Week: 3 WCM Innovators + Enterprise File Sync and Share Top Dogs

WCM Trouble? Not Here
While all is quiet in web content management, these three vendors buck the trend.

Digital Marketers' Loves
You may be surprised what they're digging.

Enterprise of Things
If Microsoft has its way, big data is coming to your Office 365 environment very soon.

Mobile Enterprise Showdown
Want to fulfill the anywhere, anytime vision of the mobile enterprise? Invest in mobile wisely.

Gartner's EFFS Leaders
In a market that's hotter than hot, Gartner announces its kings, and its almost-kings

Box Cashes In
Funding post-IPO for Box? This actually could be a smart move.

The Forrester Wave for Enterprise Social Platforms
Reap the Most Out of Your Investment
Download Report

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Here's How to Measure Customer Health

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The colorful new customer success tent is filling up quickly with marketers — despite lingering doubt about what customer success means or how exactly to measure it.

As it turns out, Forrester Research has been looking into the latter question. It interviewed 13 US-based Software-as-a-Service (SaaS) companies to get ideas on how "customer health scores" are measured. 

The study was commissioned by Gainsight, one of a number of companies in the nascent customer success segment  along with Amity, Totango, Bluenose Analytics, Evergage, FrontLeaf, Intercom.io, Preact.io, Scout by ServiceSource, Sparked.com and Woopra.

Mobile is the Essential Link in Customer Experience

2014-11-July-Tokyo-Subway.jpgThe 2010 customer expected you to provide her with an easy way to find what she was looking for -- prices, product features, reviews or account information.

The 2014 customer expects you to anticipate what she might want and present it to her, in context, perhaps even before she knows she wants it.

Smart phones have created this change. All of us are in the midst of a mobile mind shift. We have learned that whatever the question, the answer is on the phone. Does this product come in my size? What’s the name of that song? Did the US qualify for the second round of the World Cup?

Whatever the question, the answer is on the phone. We don’t want to look for the answer, we just expect it to be there.

Forrester: How to Use Agile Marketing to Enhance CX

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The hardest part of shifting to a customer-centric corporate culture may be getting your employees to embrace it. But your strategies and technologies are useless unless they do, according to a Forrester Research analyst.

"It's not just delivering a customer experience. It's making and centering our business around a customer-first attitude and a customer-centric attitude," Anjali Yakkundi, who focuses on digital experience delivery and related topics for Forrester, said Wednesday during a CMSWire webinar.

The webinar, entitled "Agile Marketing: Creating a New Generation of Enterprise Digital Experiences," also included a case study of Zoetis by Nilo Paredes, global product and technology leader for Zoetis, and a review of customer requirements by Steven Plaat, marketing director for CrownPeak, which also sponsored the session.

Microsoft Offers Feds Secured Dynamics CRM #WPC14

It always happens this time of year. Microsoft, which spends most of the time locked tighter than a clam, suddenly opens up and starts giving out news bites like a leaky cauldron. It’s the prologue to the Worldwide Partner Conference and Microsoft can’t seem to stop giving.

Yesterday it announced a whole bunch of productivity and synching releases for the private sector. It also announced a bunch of public sector releases that nearly slipped under the radar, including the fact that as of the beginning of next year, Dynamics CRM Online will be available as a separate instance for US federal, state and local governments.

The new Dynamics CRM instances will also comply with the FedRAMP standard. The Federal Risk and Authorization Management Program (FedRAMP) is a government-wide program that provides a standardized approach to security assessment, authorization, and continuous monitoring for cloud products and services.

What Mobile Marketers Need to Know About iOS 8

At the Worldwide Developers Conference in June, Apple announced a number of changes coming with release of the iOS 8 operating system being rolled out in September. Marketers who communicate with consumers via mobile must be aware of the coming changes so they can adjust their strategies and technology capabilities leading up to the release. It’s important to note though that iPhone 4 will not support iOS 8, so for the time being push strategies taking advantage of new iOS 8 capabilities will need to include legacy support for iPhone users who have not yet upgraded to a new device.

Forget the Channels, Focus on the People

2014-10-July-Car-Lot.jpgThe elusive promise of the seamless customer experience might be within reach, but sometimes seamless doesn't equal good -- or great -- customer experience. Are we focusing on the wrong things?

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