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Customer Experience News & Analysis

Drupal vs. Joomla: An Engineer's Take

If you're evaluating open source content management solutions (CMS), two in particular -- Drupal and Joomla -- stick out for being widely adopted and lauded by companies and developers.

Both of them are full featured Web CMS platforms. If your business only needs a simple blog or wiki, both will feel bloated and you would be better served with a simpler platform such as Wordpress. If your business requires complex content hierarchy, tagging and authoring, you are now in the realm of these two platforms.

Mobile Marketing Tips from LinkedIn, Facebook

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Marketers may know they need to add mobile strategies, but relatively few are doing it correctly, according to mobile managers from Linked In and Facebook.

Speaking yesterday in back-to- back presentations at the Mobile Marketing Strategies Summit in San Francisco, they advised the 100-plus marketers how to track mobile users, reduce load times, build lasting relationships with visitors and add to their existing data to build more personalized experiences.

CMSWire was a media partner of the event, which focused on ways brands can use mobile marketing to further their reach and impact.

Too Many Customers, Too Few Customer Support Agents

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Stop patting yourselves on the backs for being so cutting-edge, up-to-date and in-the-know about the latest and greatest options to provide the best customer service.  

Customer satisfaction dropped globally by two percentage points in the last quarter of 2013 — apparently because too many businesses expect too much from too few people and shortchange their customers in the process.

At least that's the word from Zendesk, a provider of customer service and support ticket software. The company just released its latest Benchmark quarterly survey and the news overall isn’t good. 

Marketing Automation Report: Surprising Numbers or Not?

A report on marketing automation buyer habits produced some surprising and not-so-surprising results.

But it depends on who you ask.

Ask the creator of the report, Software Advice, and you'll hear that it’s surprising small and medium sized businesses (SMBs) represented 50 percent of the buyers interested in marketing automation.

“I was most surprised to see so many small to mid-sized companies in our sample,” Software Advice marketing analyst Derek Singleton told CMSWire. The report  tracked 896 interactions with marketing automation buyers in 2013. He continued:

Historically, large and enterprise-level companies have been the ones to aggressively adopt marketing automation systems so I would have expected the buyer sample to be more weighted toward companies with significant employee counts and annual revenues. This might be an indication that marketing automation is moving downstream. Vendors are certainly starting to create more solutions that focus on serving the needs of small to mid-sized businesses.”

One of those vendors was not surprised to see growth with SMBs in marketing automation interest.

“We are seeing tremendous interest from SMB sector,” Atri Chatterjee, chief marketing officer of Act-On Software, told CMSWire. “This is where the most innovation occurs, and they know that modern marketing techniques will transcend their business and keep them competitive against the larger enterprises.”

5 Reasons Customer Relationship Management Is Still Hot

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Customer relationship management (CRM) technologies may not be making headlines — but they haven’t gone away. In fact, according to Gartner, demand for CRM is growing. To provide integrated customer experiences, businesses are focusing on technologies that enable targeted customer interactions in multichannel environments. 

The Radioactive New Age of Social Business

The Radioactive New Age of Social BusinessThe concept of the social business has been lauded for years as the combination of social collaboration and existing business processes. However, the reality of social business has been difficult to achieve for many businesses for one fundamental reason: Social networking and collaboration is fundamentally a radioactive technology.

What does this mean and how does your company need to plan for social radioactivity?

5 Reasons We're Obsessed with Lists

customer experience, Five Reasons We Are Obsessed with Creating Lists

We have become the Society of the List. We list everything. It’s not just groceries anymore. Everything we think is cool must have five reasons behind it.

Good steak dinner? Break it down 10 ways. Good day for skiing? Five mountains that are ready.

This is certainly the case in story writing. Guilty as charged here, with four of the last seven stories published from yours truly including some kind of list.

We even take morbid spins on lists. Woah.

Why do we live in List Mania? I've figured it all out. In fact, here are five reasons:

Internet Fake Out: The Clickbait and Ad Fraud Explosion

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Do you ever log on the Internet and think: Wow, there's a lot of crap in here? You're not alone.

Millions of salesmen are competing for your time -- and there are many tricks to the clicks. In fact, the Great Fake Internet is growing as ad fraud and clickbait metastasize.

Why Images Don't Belong in Your DAM

Why Images Don't Belong in Your DAMMost organizations use digital asset management to manage images. It has always been this way and it will likely continue to be this way for some time. After all, images are the thing DAM does best.

But it’s time to stop using DAM to manage images because you could be doing so much more.

Q1/Q2 Planning: Top Digital Marketing, Social Business Conferences & Events (12-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.)

Next Tuesday - Supporting Secure Collaboration
Forrester Analyst Rob Koplowitz discusses how to break down information silos and encourage open collaboration, without compromising security.

> Join Us Feb 18th

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Report: HTML5 is the Future for Enterprise Developers

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A new report finds standards-based HTML5 development, whose popularity has been growing in part because such apps can run cross-platform, has caught on big in the enterprise.

HTML5 is the latest version of the HMTL hypertext markup language. In conjunction with other standards-based technologies like CSS and JavaScript, it can run in browsers and across platforms without plugins. The State of HTML5 Development in the Enterprise report from Sencha, a provider of open-source web application frameworks, surveyed more than 2,000 business application developers from its business-focused community. It found HTML5 is booming:

  • More than 60 percent of developers have converted to HTML5 and hybrid development of their key projects
  • More than 70 percent of HTML5/hybrid developers are using HTML5 more this year than last and 75 percent intend to use it more in 2015
  • 19 percent of native mobile developers expect to use native technologies less in the future

 

Lithium to Buy Klout in $100 Million Deal?

A report published today has social customer experience enterprise software provider Lithium Technologies acquiring social media ranking influencer Klout for about $100 million.

Reached by CMSWire, Klout did not confirm or deny the report. Lithium did not immediately return an email.

"We don't comment on rumor or speculation," Jon Dick, head of marketing for Klout, told CMSWire today in an email.

How to Present Analytics that Speak the C-Suite's Language

datapresentations.jpgWhile the brave new world of big data analytics may help you discover new customer or marketing insights, the old world challenge of communicating findings and recommendations to senior executives remains.

5 Reasons Social Media, Blogging Catches IT Buyers' Eyes

Thumbnail image for rsz_shutterstock_131601941.jpgIT buyers are getting social. They want to know what their peers are doing. They want educational content, not promotional.

The message to those trying to sell to them?

"... Have a clear, consistent game plan that ties in with all their other demand generation activities and targets potential buyers on their own turf," Bob Johnson, principal analyst with IDG Connect, wrote in his report, "Connecting Conversations to Content." 

Enterprises should distribute information via a variety of social channels, utilizing relevant communication networks to help IT buyers locate peers and independent experts alike.

"But above all," Johnson wrote, "they will need to integrate their messaging within the social media framework, so that when IT decision makers come looking for information, the vendors will be there ready to answer their questions."

Put Your (Twitter) Cards on the Table

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You see a lot of cards decorated with red hearts this time of year. But businesses may be more interested in the type of cards that can optimize their Twitter results.

Twitter Cards take tweets to a whole new level — and enable them to express more than 140 characters ever could. It's a way to capture more attention and engagement, even on mobile. Twitter introduced the cards two years ago, but just last month it added something new that should make this feature even more intriguing to marketers.

Twitter is providing analytics to let users understand how the cards are performing and analyze the impact the cards are having on their key metrics.

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