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Customer Experience Management (CXM) Articles

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Why Apple Pay Will Boost Mobile Payments

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Apple did more than announce its new, bigger iPhone 6 and super sized iPhone 6 Plus and much-anticipated Apple Watch earlier this month.

It also showcased its new mobile payment system, Apple Pay. Though payment via mobile devices using near-field communication (NFC) is not a new concept, Apple went beyond the norm.

Rather than just add an NFC radio to its new phones and watch and call it a day, it engineered a complete payment system and network. It's now ready for launch with its other new products, which is very likely why Apple Pay will succeed where other NFC payment systems have failed.

B2B Buyers Need Great Content, Not Fireworks

2014-24-September-M-Mouse-Razzle-Dazzle.jpgFrom a host of breathless blog posts and enraptured articles, we all know what a B2C customer experience is supposed to look like: the customer enters a store and is immediately whisked away to a world of personalized activities that enhance the buyer’s connection to the seller. We often hear how this customer should be “delighted” or “enchanted.” It sounds a lot more like a Disneyland attraction than a shopping experience.

The B2B customer has a customer experience, too -- but it’s based on other considerations. B2B buyers don’t need immersion or enchantment: they have something they need to buy to keep their businesses running and profitable. They want to sustain their business, not be immersed in someone else’s.

Just the same, they have a customer experience. And if you’re paying attention to the way buyers are buying, it should be clear that the experience starts long before they make contact with your sales staff.

Making Sense of B2B Marketing Analytics

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Almost every B2B marketer understands analytics have changed the way goods and services are sold. Many, however, don't understand how to translate all those numbers into actions that generate more revenue.

That reality came into focus yesterday in the CMSWire webinar "Trends and Challenges of B2B Marketing Analytics in 2014." The program was based partly on a results of a survey of more than 500 marketing professionals authored by Holger Schulze, vice president of eG Innovations.

Schulze and Amit Varshneya, vice president for consulting and strategic services at Demandbase, offered suggestions to marketers based on the study. 

Stock Photo Agency Adds Social to Search

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Sure a picture is worth a whole lotta words. But how do you find the right picture to use in your marketing?

As anyone who has combed the archives of a stock photo site can attest, it isn't easy. 

But Dreamstime, a stock photography agency based in Brentwood, Tenn., claims it has a solution. It's factoring social media into its search function.

Salesforce ExactTarget Marketing Cloud Gets Personal with Apps

2014-23-September-Marc-Benioff.jpgSalesforce officials are in Indianapolis this week at its Connections 2014 conference promoting the ExactTarget Marketing Cloud. 

The latest addition -- Journey Builder for Apps -- helps users deliver personalized customer journeys directly from mobile apps, they said. Today they announced it also allows customers to use the Salesforce CRM platform to connect the customer journey across sales, service, marketing and communities. 

It's about the ability to "move me along that journey with content that's relevant to me," as Salesforce Chief Marketing Officer Lynn Vojvodich said this morning at the 8,000-person Indianapolis show.

Personalized Content: Nice in Theory, Challenging in Practice

2014-23-September-Cookie-Cutter.jpgAmid the intense focus on vehicles for marketing -- social media, omnichannel merchandising and what have you -- heightened interest in content and its role in marketing is a welcome development. Perhaps content marketing hasn’t taken center stage before because everyone does it, and always has. If what you tell or show prospective customers has always been part of your marketing efforts, what has changed to justify the increased interest?

While the goals and concepts of content marketing have remained the same, the evolution of technology and the internet have largely taken over media and delivery channels, changing the execution of those concepts in ways that are forcing a radical rethinking of how best to engage rapidly changing target audiences.

Discussion Point: Will We Still Use Twitter in 10 Years?

discussion-point-1.jpgTechnology tastes change quickly. Things can be hot today, gone tomorrow.

Anybody remember Pointcast? Once the software app of the moment, it was quickly tossed into the rubbish bin of technology history.

That brings us to Twitter, one of the apps du jour. It's amazing how swiftly it has penetrated into the public consciousness. We now see the tweets of public figures scrolling across TV screens during International sporting events.

Founded in 2006,  Twitter has gone public and amassed a $31 billion market cap in less than 10 years.

But will we still tweet 10 years from now? After all, it's just a text message. There's not really any rocket science here. And it's been proven that new social apps such as Instagram and WhatsApp can swoop in and grab the fickle-fancy of teens in a heartbeat.

A decade is an eon in tech terms. When you think of Moore's Law, whereby computer speed and capacity doubles every two years, it makes 10-year old technology look lame.

No app is safe in the zeitgeist of mobile culture.

Google Plus Gasps for Breath, Does Anyone Care?

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There's no mourning in cyberspace, no overt sentimental ramblings on social media — despite yet another move by Google to put its struggling social network out of its misery.

This time, Google is dropping the requirement for all new users to create a Plus account when signing up for a Google network.

Typically when Google chops a product, it triggers a storm of protests. With Plus, though, the blogosphere has been largely silent — a sure reflection of how few people care whether the network fades away.

Kana Blends Analytics Into Its Customer Engagement Suite #Connect2014

Thumbnail image for 2014-10-July-SS-Robert Hoetink.jpgSince Verint bought KANA earlier this year for $514 million, the question has been how the business analytics company would blend KANA's customer experience services into its suite of employee services.

The answer, or at least a big part of it, came today in San Francisco as the new "KANA, a Verint company" introduced a big data solution called Engagement Analytics at the Connect2014 conference.

The new product ties the actions of employees together with the experience of customers across the web, mobile, contact center and other channels in near real time.

Shopzilla Rebrands as Connexity

You probably saw this coming. In June, Shopzilla, the shopping search engine, branded three newly-combined business units as Connexity — the name of the programmatic media buying startup it acquired in February.

Today, the Las Angles-based marketing technology provider took the next logical step and officially rebranded as Connexity.

Company officials said the new name will help highlight the shift of the company from comparison shopping to technology driven marketing solutions that "enable retailers and brands to understand their consumers better, acquire new customers at a lower cost and increase sales based on retail signals."

Shopzilla had been best known for its comparison shopping websites, such as Shopzilla and Bizrate. But CEO Bill Glass said today that the comparison shopping websites "were just the tip of the iceberg."

In a statement, Glass noted, "We have launched a comprehensive set of solutions so marketers can touch consumers at every stage of the path to purchase from awareness, consideration, transaction, right to loyalty. These businesses are now the majority of our revenue and growing at an accelerating rate."

What's the Real Deal with Marketing Content?

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Talk to any marketer today about her demand generation strategy and she’ll regale you with stories of the magical properties of content.

It’s consuming increasing amounts of money, according to a recent study by Starfleet Media. Specifically, marketers now spend 20 to 50 percent of their budgets on content creation — and 25 percent plan to spend even more in 2015. Already, about 7 percent of the survey’s respondents spend more than 75 percent of their marketing budgets on content.

Content is designed to engage buyers. It informs, inspires and illuminates while building brand credibility and preference. Done correctly, it can influence buyers to act in ways that favor the brand.

The aspiration is correct, but the reality doesn’t measure up: content has become a panacea. It’s the new elixir of customer engagement, applied in peanut butter fashion across every possible channel, in every imaginable form.

Why Agile As We Know It Will Disappear

2014-22-September-BackFlip.jpgSomeday, Agile as we know it will disappear. It won’t be because everyone will give up on sprints and story points. It won’t be because some new idea blows it all away. Tomorrow’s Agile will be fundamentally different, because it will be just that -- fundamental.

Week in Review: Does Technology Sap Productivity? + SharePoint's Cloudy Days

iPhone 6 Opps for Marketers
Apple's iPhone 6 is officially on the streets. Here's why digital marketers should drive by.

Content Marketing Chief's Message
Those who don't have a plan -- and revisit it -- won't succeed in content marketing.

Can Yammer Save SharePoint?
Microsoft's social integration future in SharePoint is all about Yammer.

When Technology Hurts Us
Is technology actually sapping our workforce productivity?

Box the ECM Killer?
Box may be writing Enterprise Content Management's obituary

Cloudy Times for SharePoint
Movement to the SharePoint cloud was all the buzz at the SPTechCon -- and so were SharePoint risks.

Turbo Charge Your Marketing Efforts with Big Data
How leading marketers are using Big Data to boost conversions & drive profitability.
Download the Guide

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Can Akumina Make SharePoint a Web CMS Contender?

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In the age of digital experience, not all companies are rushing into relationships with superpower providers like Adobe, Sitecore and Oracle.

Most, however, already have SharePoint, and many of those are trying to figure out how to extend its use to public-facing websites.

Enter Akumina, a three-year-old company whose founders have extensive experience in building and deploying such websites. It's led by CEO Ed Rogers and COO Steve Sherkanowski, who worked for years managing technical, operations and marketing activities at Ektron.

The Nashua, N.H.-based company recently introduced InterChange, a suite of role-based authoring and site management tools designed to give marketing teams control over SharePoint sites.

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