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Customer Experience News & Analysis

What's In WhatsApp? Customer Devotion

Once you dig into the astonishing numbers for WhatsApp, you can kind of see why Facebook paid $19 billion for the company. Kind of.

Facebook was forced to pay such a high price for WhatsApp because of the communications app's ridiculous growth numbers and devoted users, 75 percent of whom used it every day and logged on to the app several times per day.

Content Marketing Myths and Truths

content marketing.jpgSomehow, "Content Marketing" has hit the jackpot in terms of business memes, with every marketing person tossing the term around like it's some sort of magic elixir.

But what exactly is content marketing? And how do you do it? I've cooked up a list of myths and truths of content marketing to help you wade through the hype.

Connecting: Discover, Curate and Share the Best Content

Connecting with Bill Sobel

New York City-based Rallyverse has been described as the next generation in social media networking. The company helps marketers discover, curate and share content in owned and paid social media.

More specifically, it monitors trending conversations across the social web and recommends the most relevant content for marketers in real time — creating ready-to-publish status updates, tweets and social ads in a simple, visual interface.

Joe Doran is the company's co-founder and CEO. He's a seasoned senior executive with 15 years of experience managing interactive media, advertising and social media solutions in high growth companies like Microsoft and General Mills.

5 Questions for New Webtrends CEO Joe Davis

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Joe Davis, a web analytics pioneer best known for his work at Coremetrics, has taken over as CEO of his one-time competitor, Webtrends, with the goal of boosting revenue growth.

It's a task that contributed to the demise of former CEO Alex Yoder five months ago. That's when Yoder was replaced after five years in the corner office by board member David Mitchell, operating partner at Francisco Ventures, which controls the privately owned company. Yesterday's announcement caught many by surprise because the company gave no public indication Mitchell was serving on an interim basis.

Davis sold Coremetrics to IBM in 2010, and has been out of the analytics business while the big data revolution exploded over the past few years. Now he's back in the middle of it, hoping to do better than Yoder, who came to Webtrends with a sales background 12 years earlier and rose to the ranks to chief executive.

Microsoft Transplants Social Listening, Smart Marketing into Dynamics CRM

Just two weeks away from its 2014 Convergence Conference, Microsoft has started releasing details of the forthcoming upgrades to its customer relationship management (CRM) offerings. This year’s upgrades include smarter marketing capabilities, acute social listening and enhanced customer care based on the recent Parature acquisition.

Sprinklr Buys Dachis Group to Boost Technology, Talent

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Two powerhouses in the social management space are joining to form the largest independent end-to-end social relationship platform in the market. Sprinklr, a New York City provider of social media management tools, is buying Austin, Texas-based Dachis Group, a social analytics company, the companies announced today.

Terms of the deal were not disclosed, but Jeff Dachis, founder and CEO of Dachis Group, told CMSWire this morning that "everyone is happy with the outcome."

Andrew Jones, an analyst at Altimeter Group who focuses on social media management and cross-channel customer engagement, said the deal "makes sense." The companies are "very complementary," he explained, "not only in terms of technology but in terms of the talent at Dachis Group. Dachis has roots as a consultancy, which Sprinklr will be able to leverage in its business."

By acquiring Dachis, Sprinklr adds industry leading brand analytics and content optimization to a platform Forrester Research already rates as “the most powerful technology on the market.”

Q1/Q2 Planning: Top Digital Marketing, Social Business Conferences & Events (19-Feb-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.)

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Oracle Expands Marketing Platform Eloqua Throughout Its Clouds

Oracle is out with a new release of Eloqua, improving integration with its Marketing and other Clouds.

Webtrends Shuffles CEOs for Second Time in 5 Months

Webtrends named analytics industry veteran Joe Davis as CEO today, marking its second change in leadership after longtime CEO Alex Yoder left suddenly in September.

Davis, who served as CEO of rival Coremetrics before that company's acquisition by IBM, takes over the job from David Mitchell, an operating partner at the private equity firm Francisco Partners and a member of the Webtrends board.

A CEO's Guide to Navigating Customer Expectations

customerjourneymapping.jpgB2B companies are waking up to the fact that success demands consistently delivering on customer expectations over the relationship’s lifetime. A recent IBM study found that CEOs are worried that their management teams don’t fully understand the expectations of prospects and customers, or how to operationalize their customer experience strategy fast enough.

The concern is justified. Marketers did not list knowing their customers’ journeys as a priority in Saleforce.com’s ExactTarget Marketing Cloud 2014 State of Marketing study of over 2,500 participants. Ironically, in the same study, marketers listed their number one priority as driving higher conversion rates. An objective that isn’t achievable unless you understand your customers’ journey.

Empathy for the Customer is the Biggest Challenge

Metrics are not people. The greatest weakness most web teams have is a lack of empathy for their customers.

These Simple Tips Could Keep Google from Killing Your Gmail Marketing

dog using computer.jpgGoogle loves to tweak Gmail — and complicate life for marketers. First it introduced that love-to-hate-it tabbed interface and then it opened images by default.

Marketers, who have long been able to track email opens using images, lost a key tracking mechanism. And at least some studies suggest the tabbed inboxes are negatively impacting the ways consumers engage with brands in their Gmail inboxes.

So what's a marketer to do? More than you might think, it seems.

Companies are Investing More Money, Resources in Customer Experience

Companies are committed to customer experience (CX). It's a priority in most, more important this year than last — and many companies are hiring more people to focus on it. Those are among the key takeaways in the latest  of a series of reports from Temkin Group, a customer experience (CX) research and consulting firm.

Connecting: Marketers Need to Talk Less, Listen More and Stop 'Selling'

Connecting with Bill Sobel

Wendi Caplan-Carroll understands the power of digital marketing. She has more than 20 years of experience developing and implementing marketing strategies for businesses and organizations in a variety of industries. She speaks regularly about ways small businesses can benefit from tools like email and social media marketing.

Since 2008, she has worked at Constant Contact, a provider of on-demand engagement marketing tools, including e-mail marketing, social media marketing, event marketing and online survey products. In late 2012, she was promoted from senior regional development director for the New York metro area to an area director with responsibility for a multi-state area across the Northeastern US.

More than half a million small businesses, nonprofits and associations worldwide use Constant Contact's online marketing tools to generate new customers, repeat business and referrals.

Key Insights About the $1.9B Marketing Automation Industry

It seems people are in love with marketing automation (MA). Last week, we covered a report that had some surprising -- and not-so surprising -- numbers, depending on who you asked.

Another report, this one by Frost & Sullivan -- claims the marketing automation industry will hit $1.9 billion by 2020. And a new study from Mintigo shows that 11.8 percent of technology companies have already adopted marketing automation platforms as compared to 4.9 percent overall.

Which report should you believe? Time will tell. Check out the comment chain here for a sampling of opinions. And to bring more perspective to the industry, we catch up with Hiral Jasani, digital media industry analyst from Frost & Sullivan.

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