Customer Experience News & Articles

For many years, there has been an unwritten rule in business that while the customer may be king your number one objective should be to turn them into a pauper.

Investing in the internal customer experience means puting in place the processes and technologies that will help employees work more effectively and efficiently -- not only amongst themselves, but with partners, suppliers and customers. 

Here are a few strategies to consider:

• Contextual Workflows for Enterprise Efficiency
• 5 Steps to Get the Most Impact from Social Media Investments
• Productivity: The Antidote to a Fad
• How Playing Games Can Innovate Work #gartnerpcc

We are gearing up for our March tweet jam focused on tools and strategies for the internal customer experience. Stay tuned for more details.

Most Popular

• Investing in the Social Workplace
• Microsoft SQL Server 2012 Promises Big Data, Business Intelligence Solutions
• IBM Research Shows How the Cloud is Driving Business Model Innovation
• If Social Business is the Answer, What is the Question? 3 Driving Forces
• Forrester: Customer Experience Management and 13 Emerging CRM Trends

Editor's Picks

• Some Clues to EMC Documentum's Social Business Strategy
• Responsive Design for SharePoint Websites
• Is it Possible to Standardize Content Reuse?
• Opportunities and Challenges of Mobile Websites
• 5 Steps to Get the Most Impact from Social Media Investments

Around the Web

• 10 CRM Trends to Watch
• Designing, Building, and Delivering Products and Experiences
• The Early Signs of Future Content Strategists
• The Art Of Content Marketing
• Eight Traits of Great Leaders and One Lesson from a Monkey

Featured Events (all events | post your event)

• Mar 19, 2012 -- DrupalCon Denver
• Mar 20, 2012 -- Adobe Digital Marketing Summit in Salt Lake City
• Mar 20, 2012 -- AIIM Conference San Francisco
• Mar 21, 2012 – (Webinar) 6 Pitfalls to Avoid with Your CMS Project
• Mar 29, 2012 – (Webinar) Introducing Enterprise Drupal Gardens - Open SaaS

Featured Jobs (all jobs | post your job)

• Social Media and Content Manager in Ohio at Manta
• Senior Java Developer in Amsterdam at SDL
• Senior Community Manager in Stockholm at EA Games
• Marketing Analyst in Boston at Zmags
• Director of Sales in Los Angeles at Belkin

This week our experts continued contemplating the customer, both internal and external. While the interactions may be different between the two, we were reminded once again that making things clear, making things simple and providing a clear goal or reward are always appreciated.

A few of our writers were also trying to establish exactly how and where social fits in the enterprise, and if all the beer you drink at SxSWi is a justified business expense (hint: no).

Read on.

2012 has been continually claimed as the “year of mobile.” After four (arguably five if you count the 4S) generations of iPhone, three generations of iPad and numerous generations of Android smartphones and tablets, you would think it’s safe to say this is a trend well worth creating a dedicated content and marketing strategy for.

Adobe has been tinkering around under the hood of FormsCentral since It first released it just over a year ago, adding Twitter integration, skip logic and file attachments among other features. This time, it has added PayPal Express Checkout that pushes it a long way down the road to being a perfect e-commerce tools for SMBs or enterprise departments.

With 17,000 on the guest list, CRM giant Salesforce.com has turned into the wind and is launching its Cloudforce Social Enterprise Tour today in San Francisco. The kick-off event will be hosted at Cloudstock 2012, a one-day social enterprise app developers conference that includes a keynote by Chairman and CEO Marc Benioff targeting the growing importance of the social space (OK it's called "The Rise of the Social Enterprise").

But Benioff's CRM behemoth is more than just talk, as the company has been positioning itself for the social revolution with acquisitions (Rypple) and hard coding development along with the past hints and allegations. The event today will showcase some of the new directions the company is planning to take. 

Last week, I wrote about the different types of agencies and consultancies out there and gave a few hints about how to discern between them and what some of their high-level strengths and weaknesses are. I specifically chose to avoid writing about the RFI/RFP process itself as I'm sure it's been covered before by people more qualified than I. This week I promised to help people understand some of the nuances around the actual selection process and how to avoid some of the biggest pitfalls that plague enterprises of all sizes, including startups.

The argument to provide multi-device and multi-channel support for your website is compelling. Three years ago, desktops made up around 90% of the devices we used to connect to the internet. That percentage has now dropped to around 50%, solely due to the number of smartphones and tablets contented to the internet -- a trend that it’s fair to assume will continue to grow.
 

The annual technology spring break, South by Southwest Interactive (SxSWi) has concluded. This year’s conference featured almost 20,000 participants, over 1,000 sessions and countless vendors discussing and showcasing almost every emerging (and a few tried and true) technologies.

The promise of a March delivery from Magnolia was kept this week as the Miami based company announced the latest release of the web content management system Magnolia CMS 4.5, bringing us a little further down the highway to the full v.5.0 upgrade.

Gartner: Portals, Content and Collaboration isn’t just about the sessions and keynotes, it’s about building relationships with attendees and exhibitors alike. This week, many key social business vendors announced new releases and launches. Here are a few that caught our attention.

We had the time to sit down with a few vendors during Gartner: Portals, Content and Collaboration Summit 2012 and learn about trends, insights and influences affecting the social enterprise. Whether it be video delivery and management, portal and community management, or holistic web content management, one thing is clear -- the enterprise is becoming more socially engaged from the inside out.

Twitter acquired the Posterous social networking service, but what will happen to Posterous Spaces next remains unclear.

Games usually help us pass the time, but if we perceive games as a gateway to innovation, perhaps we should be taking games more seriously. This is Jane McGonigal’s assertion, anyway. And she makes a few good points. Welcome to day two of Gartner: Portals, Content and Collaboration.

When you write about the state of social business, like we do, it’s hard to notice the little things taking shape within the enterprise. At Gartner Portals, Content & Collaboration, those little things are taking center stage and making a big impression. Something caught my attention about how companies are approaching two familiar platforms: Web Content Management and Social Media.