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Customer Experience News & Analysis

Netbiscuits Offers Free Mobile Analytics and Device Detection

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You're a marketer building a mobile strategy. What are absolute crucial data points you must have?

"Insight into the customer, their preferences and behavior," Anthony Payne, director of global product marketing at London-based mobile analytics provider Netbiscuits, told CMSWire. "Decisions around the mobile strategy are based primarily on guesswork, which is not that way businesses should build their mobile strategy given the complexity of the market."

Netbiscuits says it can help marketers reconnect with prospects using mobile devices with a free version of its mobile analytics tools and device detection software. The free enterprise-grade versions of its platform aim to arm marketers and developers with the technology to build customer engagement profiles and execute mobile web experiences.

It's Official: Forrester Says Campaign Marketing Is Dead

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Campaign marketing is dead. Long live contextual marketing.

That's the message today from Forrester Research as it formally embraced the evolution from an age when marketers convinced people to buy things to an age where marketers simply help people find what they intend to buy.

Explaining the change, the influential Massachusetts research house insisted that companies must build "contextual marketing engines" that include "marketing automation, real-time analytics, customer databases and personalized content delivered contextually throughout the customer life cycle."

In Latest Marketing Acquisition, IBM Scoops Up Silverpop

An enterprise giant needed targeted marketing software to build its portfolio and acquired a smaller company that has it. Shocked? Neither are we.

IBM became the latest big fish to scoop up a respected player in the digital marketing software world today as it announced its acquisition of Silverpop.

Why Can't Lawyers Learn to Use Hashtags?

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Lawyers have a lot to learn about digital content and social media. A second study confirms US law firms haven't grasped the potential of digital and social technologies, as CMSWire reported two months ago.

The new study by Living Ratings (.pdf), a London-based firm that analyzes how financial, professional services, property and technology firms are using digital communications, found most American law firms are struggling with technologies.

It essentially confirms the findings of the earlier report by consulting firm Good2BSocial and Above the Law, which concluded US law firms are beginning to dabble in social technologies, but the practice is still limited and "ineffective."

Can Twitter's New Profile Help Brands?

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In another step towards becoming more Facebook-like, micro-blogging network Twitter has revamped its profile page. How will the change affect Twitter-oriented marketing?

To see some examples of the new profile, check out the pages for US first lady Michelle Obama, actors Kerry Washington, Channing Tatum or Zac Efron or even CMSWire editor Noreen Seebacher (shown at left).

 In a post on its company blog, Twitter designer David Bellona wrote this week that the new profile layout "will be easier (and, we think, more fun) to express yourself through a new and improved web profile."

Making the Most of Dynamic Tag Managers

Solving chaos in complexity usually requires a solution that provides refinement. In automobiles, for example, fuel injection enables more refined gas and air mixtures needed to improve vehicle performance while meeting government standards for emissions. 

For digital marketing, tag management systems are becoming that refining element for better performance while meeting immediate needs.

Tag management systems have been available as long as web analytics has relied on JavaScript tags. But over the past few years — with more devices connected online, more ways to market messages and growing customer access through multiple devices — marketers need more tags to measure the health of a campaign.

Wharton Professor Focuses on Strong Brands, Happy Customers

Connecting with Bill Sobel

Barbara Kahn knows a thing or two about marketing. In fact, it helped her earn a unique claim to fame: The former English lit major is ranked as one the best business school professors in the world according to Poets & Quants, a social network for MBA candidates.

Kahn is the Patty and Jay H. Baker Professor of Marketing and director of the Jay H. Baker Retailing Center at The Wharton School at the University of Pennsylvania. She also spent three and a half years as the Dean and Schein Family Chair Professor of Marketing at the School of Business Administration, University of Miami in Coral Gables, Fla.

An internationally recognized scholar on variety seeking, brand loyalty, retail assortment and consumer decision making, she is also a prolific author. Between 1982 and 2006 she was the world's seventh most published author of articles in the most prestigious marketing journals. She wrote Global Brand Power: Leveraging Branding for Long-Term Growth and co-authored the book Grocery Revolution: The New Focus on the Consumer.

Transforming Social ROI From a Myth Into Reality

Transform Social Marketing ROI From a Myth Into RealityHere’s a question I still get way too often: “What’s the ROI of social media?” It’s usually a B2B marketer that’s doing the asking, someone seemingly resigned to spending valuable time and resources on social media without really understanding why. Or it's a marketer that totally gets the value of investing in the company blog, Twitter profile and LinkedIn groups but still needs help convincing their “old-school” CMO or CFO that investing in social media is worth it. 

Aren’t we marketers now experts at calculating the return on all our online marketing initiatives? Why is social media such a tough nut to crack?

Celebrate Connectivity: It's Internet of Things Day #iotday

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Four years ago, Dana Blouin was working as a network technician at a communications company in Rhode Island. Today he's working on a PhD in Thailand, conducting research on the Internet of Things (IoT).

His radical lifestyle change underscores just how big of a thing the Internet of Things really is — a fact that's especially appropriate to recognize today, the fourth annual Internet of Things Day.

The IoT is going to going to change everything, Blouin said.

"When the opportunity to do research on the Internet of Things presented itself, I knew I had to jump on it. The writing is on the wall: the IoT will impact the world just as much if not more than the Internet itself. I wanted to be part of that, and now that I am, I can't imagine doing anything else," he said. 

Blouin, a CMSWire contributor, is conducting research at the Sirindhorn International Institute of Technology (SIIT) at Thammasat University on low power IPv6 wireless networks — small sensors that can communicate reliably with Internet enabled devices.

"It's an exciting time," he said. "Once devices start working together on common platforms, the rest of the pieces of the IoT will fall into place and we will be living better for it."

Q2 Planning: Top Digital Marketing, Social Business Conferences & Events (9-Apr-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.)

Featured Webinar: Deliver Best in Class Mobile Customer Experiences
Mobile accounts for almost 40% of daily media interactions. Deliver the best experience possible.
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Microsoft 'Can't Fail' in Marketing

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Microsoft Dynamics Marketing is like a baseball team holding a 7 to 1 lead in the final inning. Throw strikes, worry about the batter only and make the routine plays.

That's all the team in the field needs to do to win the ballgame. And its all that Microsoft has to do to win in marketing when it takes the field this quarter, according to an industry analyst.

"If it carries through on the execution of getting Dynamics Marketing to market, packaging it wisely in bundles with Dynamics CRM and enabling its channel to sell it, it almost cannot fail to succeed," said Matt Mullen, 451 Research's senior analyst with the social business practice.

Turn Your Smartphone into a Lean, Mean Marketing Machine

Have you ever wondered how some corporate Twitter accounts make customer engagement look so effortless? Or how a marketer seems to be posting meaningful updates on Facebook while speaking at a user conference at the same time?

Hackers Use Viral Videos to Attack B2B E-Commerce Site

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You probably never thought about kittens, zombies and porn in the same breath — and the imagery gets even weirder if you throw the words "B2B e-commerce" into the mix.

But everything is possible on the Internet: even a distributed denial-of-service (DDoS) attack that employed an apparently unprecedented technique to cause thousands of online video viewers to unwittingly bombard a target website with junk traffic.

According to researchers from Web security firm Incapsula, the attack last Wednesday resulted from a persistent cross-site scripting (XSS) vulnerability on one of the biggest and most popular video sites on the web.

Incapsula co-founder Marc Gaffan declined to identify the site, but told CMSWire it ranks among the top 50 websites in the world by traffic based on statistics from Amazon-owned firm Alexa. That seems to narrow it down to one of two sites: Youtube.com — the third largest — or Xvideos.com — the 44th largest.

Someone capitalized on viral videos of something like cute cats … or maybe sex kittens … to surreptitiously turn website visitors into “DDoS Zombies” — in the hope of taking down an unidentified B2B e-commerce site.

You can't make this stuff up.

SaaS vs. In-House DAM - Which is Right For You?

The choice between cloud-based and in-house DAM used to be easy. Between the high cost of cloud storage and bandwidth, and the limited capabilities of SaaS (software as a service) solutions -- the argument for in-house DAM was clear.

Cost is no longer the sole determining factor. Cloud computing and storage costs have lowered in the last few years, making SaaS a viable choice for many organizations. SaaS DAM vendors have responded to customer needs by offering new features and functionality that directly compete with the capabilities of in-house solutions -- such as integration tools for social media -- which places them squarely on the competitive playing field.

Reporting for Duty at Bloomfire: New CEO Bob Zukis

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Want to watch someone walk their talk? Then keep your eyes on Bob Zukis.

Zukis is the author of Social Inc., a book that claims Business is the next social opportunity — and it's worth trillions of dollars.

Beginning this morning, he’ll have a chance to prove it when he takes the helm at Bloomfire, a start-up that aims to revolutionize the Enterprise through its knowledge sharing and social collaboration platform.

For those who aren’t yet familiar with Bloomfire, it was launched nearly two years ago at SXSW in Austin, Texas, where the company also happens to be based.

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