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Customer Experience News & Analysis

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?

Google Enters Domain Market

Domains are being reborn into a marketer's dream come true. Having exhausted many of the best ones that end in .com, companies will now be able to explore new top level domains such as .guru, .wiki or .apple. And this market now has a new entrant -- the 800-million pound gorilla known as Google.

Before looking at the impact Google might have on this new domain market, let's review the new landscape of Generic Top Level Domains, or gTLDs.

Lessons from Brazil Soccer: How to Manage a PR Crisis

customer experience, Listen Up, Brazil Soccer: How to Manage Your Worst PR Crisis

Brazil lost to Germany 7-1 in the World Cup soccer semifinals Tuesday in Belo Horizonte, Brazil.

That's like everyone getting food poisoning simultaneously at a convention to promote celebrity chef Emeril Lagasse's pasta sauce.

It's the worst PR crisis you can imagine. Right on your home turf. So what to do?

Why Marketing Automation is a Must

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Imagine engaged and nurtured customers, who enjoy personalized, quality content that you deliver to them at the right place, at the right time, on the right device … customers who love your brand so much they just keep buying your products.

Meanwhile, your sales and marketing teams feel empowered to do their jobs better and act accordingly to sell your products more effectively.

Fantasy? Not exactly. One of the technological ways to get to this digital marketing Garden of Eden is marketing automation.

Crowdsourcing Startup Wants Clarity for Flooded B2B Software Market

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An Israeli crowdsourcing website startup that launched today will be a hub for those in the market for B2B software and even reach B2C-level success like Amazon or Ebay, its founder boasted to CMSWire. 

Chekkt, which includes reviews and ratings on Software-as-a-Service (SaaS) solutions and outsourced services, launched www.chekkt.com. It is designed to help companies, from startups and mom-and-pop shops to businesses with thousands of employees, discover, compare and purchase the best SaaS solutions for their needs, according to Chekkt CEO Ori Manor.

"The problem is quite simple," Manor told CMSWire. "Businesses today really don't have a go-to destination to compare services. It's unbelievable what you see in the B2C realm with Amazon. Everything is accessible, and you have a huge inventory at your fingertips. In the B2B sector, it's hard to discover these things, and it's hard to tell whether a certain software is relevant for your needs."

TinderBox Extends Dynamics CRM With Sales Automation

Think you’re missing something in Microsoft Dynamics CRM? TinderBox says you are.

In fact, according to TinderBox, Dynamics CRM users may have a lot of technology to provide customer insights and engagement, but its sales automation processes are just not up to scratch.

10 Ideas for Building a Successful DAM

2014-09-July-Wading-Pool.jpgI dropped my daughter off last weekend for her first overnight summer camp in the beautiful mountains of West Virginia. We stopped at her cabin during our tour of the camp, and she decided to stay behind with her counselor while we finished the tour. When we returned, her counselor informed us she was building a dam in the nearby stream. She was knee deep in the stream with a bunch of other little girls, lifting heavy rocks to stack across to make wading pools. As they built the foundation for the dam, the water continued to rise until they had a deep pool of water to cool off in.

Watching their progress made me think about how to approach building a DAM. What’s the process to deliver a successful DAM project? Much like the little girls in the stream attempting to stack rocks to create wading pools, a DAM project consists of many building blocks to create a successful project.

Robot Postal Workers Invade San Francisco

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Want to pick up a package from your Aunt Marge, but don't have time to run down to the post office or shipping center?  There may be a robot in your future.

No, Mr. Machine will not wait on line for you. The soda-machine-sized devices stay put. providing a way to ship and receive packages that blends the concept of time-shifting with that of a Redbox video rental.

Working with seed capital, Swapbox, Inc. has  installed 22 of the kiosks around San Francisco -- most of them since May -- and plans to ramp-up its operations if it can line up A-round financing later this year.

What Happens to Content Management When the Web Browser Fades Away?

2014-09-July-Big-Phone.jpgToday’s idea of web content may very well be 2024’s flip phone ....

Ten years ago, I had a flip phone. It had roaming. It had six MIDI ringtones. It had a Block Breaker knock-off game. Today I have an iPhone with an app for every facet of my digital experience. I can cash checks, speak face to face with my wife, and manage client relationships. I can even ask my phone to complete tasks for me. And, apparently, I use those apps 90 percent of the time I’m on my phone.

How do you think you’ll use the Internet 10, maybe 20 years from now? What do you see? Are the things in your home interconnected and intelligent? Do you wear devices that help you manage your life? Is your brain hardwired into the network?

Denmark-based Social Management Platform Enhances Platform

This week, Denmark-based Falcon Social released new technology for its social media management platform to allow social logins for websites, combining social profiles with analytics to better tailor customer experiences.

CEO Ulrik Bo Larsen told CMSWire that its Connect technology allows companies to find such correlations as "the size of checkout baskets for customers that 'like' [that company's] Facebook page versus customers who don't."

Time Warner Cable EVP and COO Shares Secrets of Great CX

Connecting with Bill Sobel

Mention Joan Hogan Gillman, and people in media and advertising tend to listen. Gillman is executive vice president and Chief Operating Officer, media services, for Time Warner Cable, where she leads the effort to deliver advanced advertising, data and interactive solutions for advertisers and network partners.

Gillman joined TWC in May 2005 as vice president of interactive TV and advanced advertising. But she's been on the cutting edge of new technology in media and advertising since 1995.

From 1995 to1997, she served as vice president of marketing for Physicians’ Online, an Internet Service Provider (ISP) for the healthcare industry. From there, she made the jump into digital TV when she moved to the UK to head the business development, regulatory and legal teams for British Interactive Broadcasting, the digital and interactive TV joint venture between BSkyB, BT, HSBC and Matsushita. After returning to the US in 2001, Ms. Gillman served as president of Static2358 when it was an interactive TV, games and production subsidiary of OpenTV.

People Trust Strangers As Much As Friends

The ironweed and ivy vines taking over my garden tell me I need a better weed wacker. So I've been reading online reviews and consulting a lot of friends.

Like many consumers, I'm finding both sources are a good supplements to the raw data available on the web, like the size of the motor and the diameter of the cutting line.

When a stranger tells me "this machine broke after three uses," I take it very seriously. And if someone says "this cut through my ivy like butter," that makes me smile.

Facebook's Mind Experiments: Just Media As Usual

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Yes, "furor erupted" over Facebook's massive psychological experiment to control user emotions by changing the configuration of posts.

How naive are we, really? Of course Facebook wants to control your thoughts — that's the whole point of media.

Emotional manipulation in the media is nothing new. That's why we have Rush Limbaugh. Perhaps Facebook's experiment was more disturbing because of its scale, and the fact that it failed to alert or gain the consent of its users.

But anybody thinking that the trend of media companies using real time user data to control reactions of its audience is something new is mistaken. 

Mobile, Social, Big Data Create 'Perfect CRM Storm'

customer experience, Mobile, Social, Big Data Create 'Perfect CRM Storm'

CRM is red-hot, Gartner claims. Or, shall we say, green-hot. 

Gartner officials said last year customer relationship management (CRM) will be worth $36.5 billion.

"Without a doubt, the CRM industry has never been more exciting than it is now," said Clint Oram, SugarCRM co-founder and CTO. "Companies are driving CRM projects like I have never seen before. All of the major technology shifts of the past ten years, from cloud to mobile to social to big data, have all converged to create today's 'perfect CRM storm.'"

CRM provider SugarCRM celebrated 10 years of CRM this year. CMSWire caught up with Oram about the state of the industry.

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