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Customer Experience Management (CXM) Articles

The Key to Seamless Customer Experience? Defining Your Goals

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We've told you before and we'll tell you again: it's not easy getting all your technology to work together.

Customers engage businesses through different devices — and this can cause a lot of confusion when you want to deliver seamless customer experiences.

But while integrating all of your technology can be a challenge, it will ultimately pay off with lower costs, increased customer satisfaction and, in many cases, increased revenues. These benefits are not only immediate but long-term, too, industry experts concur.

Big Data Gets Big Money for Big Reasons

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Companies have been throwing money hand over fist into the predictive analytics, data management and business intelligence world over the last few weeks. And while it would be easy to toss all of these under the "Big Data" umbrella, it's more interesting to look at these deals in light of the challenges that each will solve.

Let's take a quick look at five transactions: $225 million total to Birst, Health Catalyst, Localytics and Ayasdi as well as Apple's recent acquisition of FoundationDB.

Looking at these deals helps show existing analytic and data challenges and where new competitors are coming into the market to partner with and challenge traditional players like Oracle, Teradata, IBM, SAP and Microsoft.

Strategic Leadership Sets CMOs Apart from Heads of Marketing

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The celebration was surely muted when Forrester Research predicted that in 2015, the average tenure for a Chief Marketing Officer (CMO) would reach five years. That’s not long, but it’s nearly double the average reported as recently as 2006.

Why are CMOs still being replaced so quickly?

It’s because many still aren’t acting like CMOs, but rather as heads of marketing departments. What’s the difference? Plenty.

Tech Execs to Indiana: Discrimination is Bad for Business

Credit Marc Benioff for making the first move. As soon as Indiana passed the RFRA (Religious Freedom and Restoration Act), which for all practical purposes, serves as a license to discriminate, particularly against LGBT people, the Salesforce CEO took to Twitter.

When 2 Worlds Collide: Marketing, IT Come Together at #MarTech

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The best products or services are only as good as the tools you have to market them effectively. That's a simple business reality, and one MarTech — the marketing technology conference — seeks to address.

Promoted as a vendor-agnostic forum, the second MarTech conference will take place tomorrow and Wednesday in San Francisco.

More than 1,000 delegates and 65 exhibiting companies will attend the event. The conference offers insight about marketing technologies and ways to integrate them into marketing strategies and operations

The inaugural MarTech conference was in Boston last year.

The CMO's Roadmap for Content Marketing Success

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Almost every marketing leader will tell you that content is essential to sparking meaningful engagement with prospects and customers. But content marketing as a practice is still evolving -- marketing teams don’t have a clear blueprint for how much investment to make or how to determine the ROI.

Success takes exploration, dedication and continuous testing. Content marketing is challenging. It takes time to grow your program into a steady and predictable growth engine.

The CMO plays a critical role in content marketing. We need to guide our teams to adopt an analytical approach and help them determine which topics, types, formats and delivery methods will be most effective. We can help content producers and program managers turn ideas into powerful audience-building campaigns.

Here’s how you can lead your team to success.

Discussion Point: Why Would You Buy a Proprietary CMS?

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As long as businesses churn content through the web, the debate between open source and commercial software will persist.

Who wins? Maybe neither.

Price. Support. Community. Vendor lock-in. Vendor lock-out. The debate won't end soon.

Today, we're keeping the conversation going.

Week in Review: In Brands We Trust + Hadoop Security Concerns

Trust These Brands?
Most consumers will agree.

Coke's Happiness Formula
Driving corporate trust and brand love.

Multitasking = Multiproblems
You're killing yourself for nothing.

Buy Me an ESN
And forget intranets.

Hadoop Security Fears
Should you be worried or not?

Out With the Information Managers 
Why we need more business people.

How Nikon Optimized Their Online Customer Experience 
Learn how Nikon redesigned and rebuilt their technology platform

Download Case Study

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We're All In This Together: Share Your Cybercrime Stories

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What's the best defense against cybercrime? Surprisingly, it might be a big mouth.

Sharing information about threats and risks is quickly becoming the expected starting point for any credible defense. And as proof, you need look not further than recent examples in the public, private and non-profit sector.

Think of what's happened in just the past few days. Congress has moved forward legislation that would encourage information-sharing in the financial sector. The retail industry has introduced a portal for this same purpose. And a security company has introduced a new product that uses shared information as its base.

It is quite the turnaround from a few years ago when such information was carefully hoarded. Back then, if an attack occurred, it was only reluctantly shared with customers and competitors.

A Data-Driven Look at the Open Source E-Commerce Market

Retail businesses are moving online in growing numbers. 

Compared to Q4 2013, last quarter’s US online sales rose 14.6 percent to a staggering $79.6 billion dollars. This accounted for 6.7 percent of the total US retail sales market. Major trends fueling this growth include the proliferation of mobile devices, faster online checkout flows and improved fulfillment practices.

The availability of open source e-commerce platforms is helping some offline business with the move online. Much like WordPress provides free, customizable CMS solutions, popular open source e-commerce platforms like WooCommerce, Magento and PrestaShop offer a variety of pre-built templates and plugins that DIY retailers can customize to build and grow an online business from scratch.

To get a feel for the size of this trend, here’s a current snapshot of the top providers and number of websites they power.

News You Can Use: Microsoft, Facebook, Zendesk, More

The latest in connecting, publishing, managing, chatting, targeting, offering and backing up from the Evergreen State, the Knickerbocker State, Don’t Call it Frisco, Tree City USA, Climate Best By Government Test, Bharat, the Baked Bean State and that Toddling Town.

Sales: A Star Player on the CMO's Team

2015-27-March-High-Five.jpgMarketing has changed -- we all know that. But the business goals remain the same: to acquire and retain customers.

Well into 2015, marketers are more than ever contributing to that goal by discovering new prospects, filling sales pipelines and driving revenue. Part of accomplishing goals and objectives means all departments within the organization work as a joined force. Most importantly, CMOs must ensure marketing is in lockstep with sales. 

CMS Vendors Partner on Open Customer Data Sharing Standard

What the web has always lacked is a reliable and secure way to identify you. 

Sure, there are ways for you to log onto services, and there are servers in the business of letting you borrow their login mechanisms. But that’s just for letting you in the front door. 

What about when a commercial site wants to know something about you?

CMSWire Tweet Jam: Defining 2015's CMO #CXMChat

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The Chief Marketing Officer's role has grown in both significance and complexity in recent years. As the expectations and demands on CMOs continue to evolve, what new challenges await them? What can they do to stay ahead of the curve? Find out this Thursday during our "Defining 2015's CMO" Tweet Jam.

Mobile Performance Anxiety? You're Not Alone

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What can brands do to improve customer relationships on mobile? And why is brand engagement on mobile so important? The answer is rooted in two unavoidable realities.

Customers today are mobile – an IDG Global Mobile Survey last year found that mobile device use is now ubiquitous. Eighty-five percent of 25-34 year olds and 91 percent of 18-24 year olds use applications and social networking sites on their smartphones.

And with digital media consumption on mobile devices overtaking desktops, the choice is black and white: engage with customers through mobile channels or become a relic of the past.

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