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Customer Experience Management (CXM) Articles

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The latest in splitting, marketing, certifying and questioning from The Land of Milk and Honey, the City of Spires, Rotown and The Harbour City.

Want Google Love? Then Make Your Site Mobile Friendly

No one has to tell you that mobile is one of the most important concepts in the digital landscape. Americans now spend 60 percent of their digital media time on mobile, according to comScore, an Internet analytics company.

If that's not enough of an incentive to persuade you to create a mobile-friendly website, consider this: Starting April 21, Google will again update its search engine algorithm.

This time, it plans to give higher preference to websites with mobile-friendly site elements than those sites that don't. 

Listen Up CMOs: Don't Make These 5 Mistakes with Mobile

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Mobile provides a golden opportunity for companies to forge genuine connections with customers.

According to Pew Research Center, 90 percent of American adults own a cell phone, and many of those people are attached to their device. Sixty-seven percent of cell phone users check their phone for messages and alerts even when they don’t hear a ring or notification, and 29 percent say their cell phones are something “they can’t imagine living without.”

Devising an effective mobile strategy that capitalizes on this phenomena requires balancing data-driven insights with creativity and technologies. Together, these can create a transformative customer experience.

How Social Selling Helps Your Company Grow More Profitable

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Social selling will transform the way sales teams do their jobs.

At least that's what a lot of people have predicted over the past few years. They claim sales reps will use social networks such as LinkedIn, Twitter and Facebook to identify and engage prospects — and, most importantly, close more deals.

But according to a recent survey by PeopleLinx, only 31 percent of sales reps today use social media in their selling process. And if my experience is any indication, many of these early adopters don't understand a significant point.

The fact is that social networks are best used for networking — not selling.

G/O Digital, Altimeter Partner to Support Your Local Marketing

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A Chicago-based digital marketing agency has formed a research-based collaboration with the Altimeter Group to advance its understanding of local marketing.

G/O Digital, the umbrella brand for Gannett Company's digital marketing services, announced the relationship with San Francisco-based Altimeter today.

"For brands and retailers, connecting digital and physical is tough. With the Altimeter relationship we’re taking on the weighty challenge of understanding how brands think about content and digital assets to drive local store traffic and sales," Jeff Fagel, CMO of G/O Digital, told CMSWire.

Fagel said the arrangement includes a joint research study, which will rely on surveys and interviews with senior brand marketers to assess gaps between the perceptions and realities of local content and digital marketing tactics. The study is scheduled to start in the second quarter this year.

"The idea of local marketing has been elusive, but it seems that local stores and physical retail is a differentiator for folks against pure plays threats like Amazon," he continued. "Today’s consumer is different, but in many ways, the same. About 90 percent of the time, she still shops within three to five miles of her home."

Netbiscuits Claims Update Addresses Your Content Marketing Challenges

Netbiscuits, a provider of analytics tools for the mobile web, has added a tool to its web analytics platform that "goes beyond traditional analytics."

Netbiscuits CEO Daniel Weisbeck told CMSWire the update offers insight about website visitor behavior — information marketers can use to hone their content marketing programs. 

Called Visitor Flow for Customer Journey Mapping, it looks at engagement from referral points such as social media, digital advertising, press and search marketing. It breaks it down by device type and visitor attributes, including location, connection speed and time on site.

"This gives marketers instant insight into which digital content is driving the highest traffic and time spent on site," Weisbeck said.

The 50-employee Kaiserslautern, Germany-based company launched its analytics platform last April.

New Salesforce Tool Can Help You Get Personal With 1M People

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Big data presents a big challenge for marketers: How can you personalize your email, mobile and web messages when you're reaching out to a million potential customers — or 10 million?

It's hard to get personal in a crowd like that.

Several marketing technology vendors have tackled that challenge. But it's hard to create a tool with real time customer profile updates that marketers can use without the help from a data scientist or someone from the IT staff.

5 Web CMS Selection Lessons You Can Use

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It was the worst-case scenario in a web content management system (Web CMS) implementation: Project abandoned.

"No project goes without at least a few bumps in the road," said Cathy McKnight, co-founder and vice president of consulting and operations at New York City-based Digital Clarity Group. "It provides you an opportunity to adjust the plan if need be. Just because you cast something down on paper doesn't mean you can't change ... or stop and reassess."

It's one lesson learned for the Web CMS implementation consultants at Digital Clarity Group. They teamed with Copenhagen, Denmark-based Sitecore, a Web CMS and customer experience management company, and interviewed companies that have gone through a Web CMS implementation. You can watch the session by clicking here.

IBM Buys Denver Startup, Wants to Make Its Supercomputer Even Smarter

IBM has acquired AlchemyAPI, a Denver startup that boasts it makes sense of the world's unstructured data. The company, a pioneer in artificial intelligence-based (AI) text analysis, offers a cloud platform that helps companies analyze text, images and video.

IBM said the buy will give its Watson Group access to machine learning technology. It will also give IBM access to a much bigger, ready-made user base — some 40,000 developers who are already using the AlchemyAPI platform.

Terms of the deal were not disclosed. But the purchase is in line with IBM's objective to make its Watson technology more profitable. Watson, a supercomputer, can sift huge amounts of data, learn from the results and respond to spoken questions. 

AlchemyAPI will be used to build cognitive apps, which learn as they interact with people and enhance IBM's objective of creating more human-like computing services.

Kate Cox: Why You Should Care About Net Neutrality

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Kate Cox says she "make words about tech, politics, government, regulation, consumer stuff, video games, and lots of other things, mostly for Consumerist, a site owned by Consumer Reports.

Consumerist offers consumer tips, like how to return products and how to confound a telemarketer, and covers shopper complaints, like excessive retail markups. And in recent weeks, it's also become one of my favorite sources of information on Net Neutrality, thanks to Cox.

Q1/Q2 Planning: Top Marketing Technology, Social Business Conferences & Events (04-Mar-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: New Use Cases for DAM in the Enterprise

Join CMSWire and Nuxeo on Mar 5th for a one-hour webinar to discover how DAM is best utilized for your business going forward.

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YouMail is $5M Richer and Eager to Grow

YouMail, a visual voicemail provider, plans to use the proceeds from a $5.5 million Series B funding round to expand its user base. The Irvine, Calif.-based company already boasts more than 6.5 million registered users.

YouMail CEO Alex Quilici told CMSWire the company we’ll plans to spend money to "drive awareness and use" in its target markets.

"YouMail has grown organically through a very lean team -- that is, we’ve spent no money to drive user acquisition, and we’ve had a limited development team. We’re now able to much more rapidly iterate on the service," he added.

IDC: Your Customer Experience Cup Is Just Half Full

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A month after IDC warned companies about the tough challenges in improving customer experience, a new survey by the research firm shows little more than half the firms are even trying.

About 53 percent of the 799 organizations in the follow-up study said they're pursuing a customer experience program, according to Mary Wardley, the IDC vice president and CRM analyst who also conducted the earlier study.

The survey also found 22 percent are actively working to improve employee experience, which Wardley said is "integral" to improving the customer experience. Sixteen percent are working with their partners to serve customers better.

Wardley sought the additional data, which has not yet been formally released, to get more clarity on how well organizations understand customer experience and its popular siblings: employee experience, partner experience and supplier experience. She also explored how, who, why and what are involved in current programs.

Madison Logic Expands Its Platform With B2B Ad Network Buy

Madison Logic has been providing enterprise solutions for publishers and demand generation for the past six years.

But CEO Tom O’Regan told CMSWire that the company's customers wanted more — specifically "solutions that would help them target more efficiently and deliver more effectively when running brand campaigns."

With the acquisition of Linthicum, Maryland-based BBN Solutions this week, O'Regan claims New York City-based Madison Logic will give customers what they want.

How Is Your Customer Service Team Doing?

You can't underestimate the importance of customer service.

After all, your products and services are only as good as the customer service team ready to support them. So what does your business need to know?

Let's take a look at CFI Group's Contact Center Satisfaction Index (CCSI), which notes trends in US customer satisfaction.

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