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Customer Experience News & Analysis

What's New for You This March in Open Source CMS

Is open source the next big thing? At least that's what it seems, based on a burst of unrelated news in the past month. As CMSWire writer Miles Kehoe explained a few weeks ago, "Open source software has gone from quirky and free to mainstream for the enterprise."

Just think about it. 

  • Open Whisper Systems announced the latest iteration of its secure open source messaging app
  • Pivotal Software announced the Open Data Platform (ODP), an initiative that brings together GE, Hortonworks, IBM, Infosys, Pivotal, SAS, AltiScale, Capgemini, CenturyLink, EMC, Splunk, Verizon Enterprise Solutions, Teradata and VMware (and is open to other companies that want to join).
  • And SiteSupra, headquartered in Riga, Latvia, released its software as an open source CMS and development framework.

What else is going on in the open source world, specifically related to open source CMS? Let's find out.

2 Research Firms Think They Can Serve You Better Together

San Francisco-based Constellation Research and Digital Clarity Group of New York City have formed a "strategic alliance" to better compete with legacy research firms like Forrester and Gartner. 

The arrangement combines Constellation's strength in enterprise research and advisory work with DCG's brand and customer experience knowledge. 

It is not a merger, but a partnership that focuses on helping organizations on the buy-side.

"We feel like it's ripe for disruption," Scott Liewehr, CEO and co-founder of three-year-old Digital Clarity Group (DCG), told CMSWire about the research landscape. 

Do You Believe in Digital Experience Magic? #cxmchat

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No matter how many acronyms get thrown around, a few truths lie at the center of the digital experience: 1. it's complicated, 2. it's about to get more complicated and 3. if you're basing it on anything other than a customer-centric focus, it's back to the drawing board for you. 

During the future of digital experience Tweet Jam the participants debated the finer points of rip and replace approaches vs. incremental integration, the need (or lack therein) for standards and in general tested the boundaries of the 140 character limit. Read on for some highlights.

Do You Have What it Takes to Be a CMO?

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CMOs today require different knowledge and skills from those needed just five years ago. We are accountable for revenue and results and for crafting a compelling customer experience across the buyer journey.

Do you have what it takes to be the top marketing leader in your organization?

Building Customer Communities with Yammer

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The last few years we've seen customer service evolve as social business continues its advance into mainstream business.

Online customer communities have changed the days of a customer calling a 1-800 number to get help or fumbling through a website searching for documentation. Online customer communities connect customers to a rich support community where your employees, technical specialists and customers collaborate to get help, solve issues and answer questions about the products and services you provide.

This approach transforms the way companies interact with and maintain customer relationships, and builds deeper connections.

Deja Vu: Salesfusion Names 2nd CEO in 18 Months

An Atlanta marketing automation provider that caters to mid-size B2B companies has a new CEO for the second time in 18 months.

Salesfusion named former Oracle tech and marketing executive Carol O’Kelley as its new chief executive this week. She replaces Christian Nahas, who was appointed Salesfusion's CEO in September 2013.

O'Kelley's appointment at a time when close to 2,000 marketing technology vendors are vying for market share. Nine-year-old Salesfusion is fighting for a piece of that pie. It has a thumbs up from at least one well-recognized analyst firm.

The Year of the Predictive Marketer

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Welcome to 2015: The Year of the Predictive Marketer.

In the year ahead, CMOs will need to not only build and foster teams that are data-savvy, but they will also need to embrace advancements in data analytics as core to their strategy and decision-making.

It’s not an option -- it’s a need for survival.

News You Can Use: Google Plus, Sitecore, More

The latest in splitting, marketing, certifying and questioning from The Land of Milk and Honey, the City of Spires, Rotown and The Harbour City.

Want Google Love? Then Make Your Site Mobile Friendly

No one has to tell you that mobile is one of the most important concepts in the digital landscape. Americans now spend 60 percent of their digital media time on mobile, according to comScore, an Internet analytics company.

If that's not enough of an incentive to persuade you to create a mobile-friendly website, consider this: Starting April 21, Google will again update its search engine algorithm.

This time, it plans to give higher preference to websites with mobile-friendly site elements than those sites that don't. 

Listen Up CMOs: Don't Make These 5 Mistakes with Mobile

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Mobile provides a golden opportunity for companies to forge genuine connections with customers.

According to Pew Research Center, 90 percent of American adults own a cell phone, and many of those people are attached to their device. Sixty-seven percent of cell phone users check their phone for messages and alerts even when they don’t hear a ring or notification, and 29 percent say their cell phones are something “they can’t imagine living without.”

Devising an effective mobile strategy that capitalizes on this phenomena requires balancing data-driven insights with creativity and technologies. Together, these can create a transformative customer experience.

How Social Selling Helps Your Company Grow More Profitable

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Social selling will transform the way sales teams do their jobs.

At least that's what a lot of people have predicted over the past few years. They claim sales reps will use social networks such as LinkedIn, Twitter and Facebook to identify and engage prospects — and, most importantly, close more deals.

But according to a recent survey by PeopleLinx, only 31 percent of sales reps today use social media in their selling process. And if my experience is any indication, many of these early adopters don't understand a significant point.

The fact is that social networks are best used for networking — not selling.

G/O Digital, Altimeter Partner to Support Your Local Marketing

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A Chicago-based digital marketing agency has formed a research-based collaboration with the Altimeter Group to advance its understanding of local marketing.

G/O Digital, the umbrella brand for Gannett Company's digital marketing services, announced the relationship with San Francisco-based Altimeter today.

"For brands and retailers, connecting digital and physical is tough. With the Altimeter relationship we’re taking on the weighty challenge of understanding how brands think about content and digital assets to drive local store traffic and sales," Jeff Fagel, CMO of G/O Digital, told CMSWire.

Fagel said the arrangement includes a joint research study, which will rely on surveys and interviews with senior brand marketers to assess gaps between the perceptions and realities of local content and digital marketing tactics. The study is scheduled to start in the second quarter this year.

"The idea of local marketing has been elusive, but it seems that local stores and physical retail is a differentiator for folks against pure plays threats like Amazon," he continued. "Today’s consumer is different, but in many ways, the same. About 90 percent of the time, she still shops within three to five miles of her home."

Netbiscuits Claims Update Addresses Your Content Marketing Challenges

Netbiscuits, a provider of analytics tools for the mobile web, has added a tool to its web analytics platform that "goes beyond traditional analytics."

Netbiscuits CEO Daniel Weisbeck told CMSWire the update offers insight about website visitor behavior — information marketers can use to hone their content marketing programs. 

Called Visitor Flow for Customer Journey Mapping, it looks at engagement from referral points such as social media, digital advertising, press and search marketing. It breaks it down by device type and visitor attributes, including location, connection speed and time on site.

"This gives marketers instant insight into which digital content is driving the highest traffic and time spent on site," Weisbeck said.

The 50-employee Kaiserslautern, Germany-based company launched its analytics platform last April.

New Salesforce Tool Can Help You Get Personal With 1M People

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Big data presents a big challenge for marketers: How can you personalize your email, mobile and web messages when you're reaching out to a million potential customers — or 10 million?

It's hard to get personal in a crowd like that.

Several marketing technology vendors have tackled that challenge. But it's hard to create a tool with real time customer profile updates that marketers can use without the help from a data scientist or someone from the IT staff.

5 Web CMS Selection Lessons You Can Use

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It was the worst-case scenario in a web content management system (Web CMS) implementation: Project abandoned.

"No project goes without at least a few bumps in the road," said Cathy McKnight, co-founder and vice president of consulting and operations at New York City-based Digital Clarity Group. "It provides you an opportunity to adjust the plan if need be. Just because you cast something down on paper doesn't mean you can't change ... or stop and reassess."

It's one lesson learned for the Web CMS implementation consultants at Digital Clarity Group. They teamed with Copenhagen, Denmark-based Sitecore, a Web CMS and customer experience management company, and interviewed companies that have gone through a Web CMS implementation. You can watch the session by clicking here.

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