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Customer Experience News & Analysis

The Coming Collision of Brick and Click Commerce

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As e-commerce continues to explode across the retail world, brick and mortar (BAM) retailers are facing mounting pressure to stay relevant in a world increasingly focused on the internet. Not all of them are succeeding.

4 Signs You Profited from Your Business Event

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About this time last year, we tried to crack the code of getting worth out of trade shows.

Perhaps no one said it better than Stuart Chapman, head of telemarketing for Aetorius Marketing Ltd, a B2B telemarketing firm in Wiltshire, England. He wants to gain a "real understanding of what drives these businesses and what makes them stand out from everyone else."

Also, he added, "At the very least I look to gain new members of my network."

Trade shows are, after all, about making connections. But what about the other side of the spectrum -- the conference organizers. What makes a good show for them? Profit? New customers? Exposure?

We caught up with Alon Alroy, co-founder and chief marketing officer at Bizzabo, a New York City-based provider of event-planning software, about making shows a success.

You Can't Run a Company on 'Tips & Tricks'

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An ever-growing number of customers have the potential to engage with your company on digital channels in real time. You have only seconds to attract and engage these buyers. Most companies can’t ignore the need for top notch digital marketing -- and marketers must quickly gain proficiency for interacting with customers on digital channels.

Digital marketing isn’t that new. A whole lot of people have been publishing all kinds of useful content to help you understand, implement and measure digital marketing -- as well as how to strategize, connect to customers and support customer journeys through to purchases.

But many of you aren’t getting it -- why?

Or is it that you get it -- but the company that you work for doesn't provide a culture or infrastructure that supports marketing as a strategic function?

Modern Customer Service: Are You There Yet?

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Although most executives think they’re doing a good job in delivering the best service to their customers, there is plenty of room for improvement.

A new Forbes Insight study reveals many executives are missing the mark on just how valuable customer service can be for strategic initiatives such as brand differentiation, competitive positioning, new customer acquisition, improving their product offerings and even employee satisfaction.

In fact, only 38 percent of those surveyed named customer service as an organization-wide strategic goal.

Sponsored by Oracle, the report, Modern Customer Service: Are You Outpacing Your Executive Peers? (registration required), includes 38 pages of insight from 415 executives about the focus of their customer service organizations, their use of knowledge management tools and channels, and their customer service challenges.

Ex-Kodak CMO Jeffrey Hayzlett Warns: Adapt, Change or Die

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Jeffrey Hayzlett describes himself as a maverick marketer in cowboy boots ... among other things.

A primetime TV and radio host, his eclectic career includes mentorship, corporate governance, brand building — and a three-season stint as a judge on NBC’s Celebrity Apprentice with Donald Trump.

A best selling author and public speaker, he was the CMO of Kodak from 2006 to 2010. I met him in 2009, when he was helping the photography pioneer reinvent itself for a world dominated by digital competition.

During his tenure, he was responsible for Kodak's worldwide marketing operations including the design and implementation of all marketing strategies, investments, policies and processes, as well as brand development, corporate communications and public relations.

Hayzlett left Kodak in 2010 and capitalized on decades of experience in business growth, communications and marketing to create his own marketing empire.

5 Predictions About Marketing Technology

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Two decades ago, a spunky little start-up called Netflix indirectly gave a big boost to marketing technology.

"This tiny company was spending more than half of its engineering dollars building its own tools in-house for marketing automation," recalled Ashu Garg, general partner at San Francisco, Calif.-based Foundation Capital, an early Netflix investor. "We thought that made no sense. Since most companies can't afford to spend that much money on engineering tools, we thought 'why don't we invest on companies that do this?'"

About a dozen marketing technology investments later, Foundation Capital is very much invested in the MarTech space.

And it's a space the VC firm predicts will undergoing "radical transformation." In 10 years, in fact, it predicts it will be worth $120 billion yearly.

"It is a shift to an all-digital world," Garg told CMSWire. "All advertising will be digital by the end of this decade. The role technology plays in marketing is changing dramatically because of the opportunities."

What You Need to Know About Tech Jobs and What They Pay

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There are 6,513,236 tech industry jobs in the US, provided by some 452,303 companies. The tech industry's payroll is a nice $654 billion, with the average wage clocking in at $100,355, compared to a $49,611 average private sector wage overall.

That's just some of the data in a recently released report from CompTIA, called Cyberstates 2015: The Definitive State-by-State Analysis of the U.S. Tech Industry (registration required).

8 Tech Trends You Need To Know

Digital. Analytics. The cloud. The renaissance of core systems. The changing role of IT within the enterprise.

What do they have in common? They're the five macro forces that continue to drive enormous transformation, according to Deloitte’s recently released sixth Technology Trends report.This year's annual report digs into eight current technology trends, ranging from the impact connectivity and analytics are having on digital marketing to the evolving role of the CIO.

Within the next two years, "each of these trends could potentially disrupt the way businesses engage their customers, how work gets done, and how markets and industries evolve," according to Deloitte's CTO Bill Briggs and Craig Hodgetts, US National Managing Director, Technology.

B2B Marketers: It's Time to Adapt, Be Brave, Embrace New Ideas

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Stephen Liguori wears multiple hats. He's the CEO and founder of his own consulting firm, an adjunct professor at Columbia Business School and former executive director of Global Innovation and New Models at General Electric.

He's also the global chairman of the 90-year-old Business Marketing Association, which made news late last year when it became a division of the Association of National Advertisers. The Business Marketing Association has 2,500 members in B2B marketing. The Association of National Advertisers, which has more than 630 member companies, represents business-to-consumer marketers.

CMSWire caught up with Liguori this week to get his take on the state of marketing — the good, the bad and the chaotic.

News Bites: Interact Intranet, Act-On, Gleanster, Pantheon, More

The latest in rethinking, premiering, joining, developing, expanding, routing, building, raising and consumerizing from the Tron, San Ho, the Workshop of the World, Letland, the Mother of Rivers, SF and Home of The Robins.

LinkedIn's Connected: A 'Selectively Useful' App?

LinkedIn has extended the functionality of an app designed to help you stay in touch with your network to Android users. The Connected app debuted on iOS in July.

The professional social network boasts the app is a "fast, easy and smarter way" to strengthen your professional relationships and get "relevant updates" about the people you know.

But Kamal Ahluwalia, CMO at Apttus, was less enthusiastic. "It's selectively useful," he said.

Jadu Claims Its Latest Update Will Disrupt the CRM Space

A Leicester, UK, web experience management provider has launched a cloud-based case management system that its CEO claims will disrupt the "the large IT CRM space with a secure cloud platform that is built around users and people.”

Jadu, founded in 2001 on the Jadu CMS platform, just released Jadu Q, a Software-as-a-Service (SaaS), multi-tenant product for managing the customer experience. Company officials said it includes strong collaboration capabilities with a focus on customer retention. It also includes a full messaging system and time-based ticket and enquiry management functions.

The new offering "provides the end user of a service with the ability to manage and present their case proactively," Jadu CEO Suraj Kika told CMSWire. "When customers make complaints, applications or 
requests online it is normally a ‘fire and forget’ exercise. Q gives the customer access to a portal where they can requests updates, upload ‘evidence’ and see the case unfolding."

Paul Sagan: The Trick Is to Understand What Customers Want

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The fact that Paul Sagan is a very smart guy shouldn't surprise anyone. It runs in the family: He's a second cousin of the late Carl Sagan — the astronomer, cosmologist, astrophysicist and astrobiologist. 

A pioneer of the broadband and digital media industries, Paul Sagan is a three-time Emmy Award winning newsman who helped build Akamai Technologies into an S&P 500-listed tech giant. 

He joined Akamai in October 1998 as employee No. 15 and Chief Operating Officer, became President the following year, and joined the Akamai board of directors and became CEO in 2005. He held that post until he became Executive Vice Chairman and was succeeded as CEO in 2013 by Tom Leighton, the company’s Co-Founder and Chief Scientist.

Today, in addition to his role as Vice Chair of the Akamai board, he's Executive in Residence (XIR) at General Catalyst Partners, a Cambridge, Mass.-based venture capital firm that makes early stage and growth equity investments in rapidly growing companies.

The State of the State of Community Management Report

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The Community Roundtable released its first State of Community Management (SoCM) report in 2010. And in the ensuing five years, the report (and the discipline that it covers) has matured from a collection of disparate practices to a set of measurable competencies with proven business value.

While many community managers still face challenges identified early on -- most notably underfunding of projects -- they now have a set of tools and benchmarks by which to gauge progress, set goals and measure success.

Q1/Q2 Planning: Top Marketing Technology, Social Business Conferences & Events (18-Feb-15)

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.)

You're Invited: Personalize Digital Experiences

Join CMSWire and HP on Feb 24th for a one-hour webinar to explore the trends and best practices of personalization in digital customer experiences.

> Register Now

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