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Customer Experience Management (CXM) Articles

8 Ways to Optimize On-Site Search

Customers navigate a website in one of two ways: they browse or they search. In fact, on-site search is the second most visited area of any given website, yet it’s not always at the top of the priority list when it comes to site optimization. Given the prominence of search and the impact it has on revenue, it should be one of the key areas in your testing plan.

This post will address eight ways to optimize on-site search that will help your visitors find what they want and help your bottom line.

Contact Centers Drive the Social CRM Revolution

With more than 2 million Twitter accounts established every day, social media presents a host of new challenges and opportunities in the realm of customer relationship management (CRM). People are tweeting not only about their customer service needs but also the good, bad and ugly of the experience that they receive from companies.

According to evolve24, 70 percent of customer tweets to companies are being ignored -- and the damage can be significant. Gartner estimates that failure to respond via social channels can lead to an up to 15 percent increase in churn rate for existing customers.

Robert Scoble: The Scobleizer Talks Life, Work and Technology

Thumbnail image for Connecting with Bill SobelRobert Scoble — aka The Scobleizer — works at Rackspace, where he's building a community for people fanatical about the Internet called building43. But that just scratches the surface. Scoble has been making a name for himself on the Internet for a while now.

"There’s a really excellent about page over on Wikipedia about me. I didn’t write a single word about it, but I do watch to make sure it’s accurate," he told me.

So let's start there. He's best known for his (late great) blog, Scobleizer, which came to prominence during his tenure as a technology evangelist at Microsoft. It earned him a mention in the Economist in 2005, which noted Scoble had become

a minor celebrity among geeks worldwide, who read his blog religiously. Impressively, he has also succeeded where small armies of more conventional public-relations types have been failing abjectly for years: he has made Microsoft, with its history of monopolistic bullying, appear marginally but noticeably less evil to the outside world, and especially to the independent software developers that are his core audience."

B2B Email: Newsletters Beat Promotional Marketing

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B2B prospects like email that includes news as well as information about webinars, publications and the chance to attend forums, according to a report by a global marketing firm. And they are more likely to open these email newsletters than those with pure product promotion.

Experian Marketing Services looked at the performance of B2B newsletter email compared with other types of B2B email. It found newsletters had 29 percent higher open rates and 63 percent higher click rates than the promotional mailings for those brands.

"This reinforces the idea that the B2B buyer or purchaser is often more informed and knowledgeable than we typically see in B2C," Shelley Kessler, Experian's manager of reporting and analytics and cross-channel marketing, told CMSWire. "Newsletters allow B2B businesses to inform and educate their prospective customers with a much more thorough approach than a typical promotional mailing alone would do."

Are You Winning the Marketing Revolution?

Are You Winning the Marketing Revolution?In the past few years marketers have overloaded consumers with messages. The people you are trying to reach have become experts at shutting you out and making buying decisions without you.

If you choose to ignore the changing times, you may be left behind like Barnes & Noble or Blockbuster.

Former Cisco Exec Explains His New Tech Cloud Start-up

A new cloud-based analytics and communications provider hit the streets running this quarter, led by a former senior executive at Cisco whose vision is to reimagine and change the customer communications journey and improve the relationship between customers and brands.

Barry O'Sullivan, former senior Cisco communications executive, is co-founder and CEO of Altocloud. The company, with offices in  Mountain View, Calif., and Galway, Ireland, just announced a development partnership with marketing software provider Marketo and a services partnership with Touchbase, a global unified communications and contact center integrator.

Scout Debuts Marketo Marketing Automation Integration

Scout's analytics platform is getting a piece of Marketo's marketing automation.

Marketo's marketing automation capabilties gives Scout Analytics, which was acquired in January by ServiceSource, the ability to directly connect with marketing automation through user-level nurturing. It's something Scout officials told CMSWire is unique in this space: moving beyond company stakeholders and getting down to actual user habits.

"You can nurture them to come back when their subscription is about to end and get updates on subscriptions," said Matthew Shanahan, vice president of product strategy for Scout.

Want Happy Customers? Put Your Data to Work

Finding, understanding, engaging and eventually knowing your customers used to be so simple. A business had mailing and phone lists, tracked appointments, visits, invoices and purchases and taught employees to remember loyal visitors. It was all about delivering the personal touch. How quaint.

Q1/Q2 Planning: Top Digital Marketing, Social Business Conferences & Events (12-Mar-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.)

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Lost in the DAM

Lost in the DAMOften surprising to digital asset management (DAM) newcomers is that it can be easier to lose files inside a DAM than it is to lose files that aren't inside the DAM. Worse, the ways in which your content can become “digitally lost” in a DAM don’t require such notable events as equipment failures, thefts or destruction. This article covers some less obvious DAM considerations that lead to DAM users not being able to find the content they need.

Organizations Need to Cultivate Poets, Not Mushrooms

Thumbnail image for the crow.pngA while back, I delivered a presentation originally titled “writing customer experiences.” Writing because I think of a customer experience as an emotional journey and of the process of designing for customer experience as similar to the process of structuring an evocative story.

But maybe the individual moments in the customer experience are opportunities for poetry.

Sitecore Apps Offer Mobile Customer Experience Analytics

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Sitecore wants to put the customer at the heart of customer experiences. And now that the world has gone mobile, that means optimizing the mobile customer experience.

With Sitecore's release of mobile apps for its experience platform, it's acting on that business strategy.

While it hasn't put its entire experience platform on mobile, it has made the platform accessible on mobile — a timely move given predictions by Forrester and others that the lines are blurring between physical and digital worlds.

Working Smart: The Internet of Things and Connected Offices

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Mention the Internet of Things (Iot) and there's a good chance people will start thinking of the Smart Home. It's not surprising, because there are some amazing products that are starting to fill that space.

But there's another area that's just as interesting, though it has yet to attract the same level of attention. It's the Smart Office.

Last month, Cisco, a company with a large stake in the IoT, formed a new partnership with AGT International, a security firm. The announcement, which explained how the two companies plan to use analytics and cloud technologies to "dramatically change the way cities are managed and safeguarded," made me think.

Marketers Say Real Time, Customers Say Deliver

In 1996, inexpensive personal computers coupled with easy access to the Internet provided customers with increased access to information about products and services as well as the brands that deliver them.

Fast forward to 2004. Web 2.0 ushered in a new world of connectivity with blogs, wikis, social networking and a host of web applications that provide consumers with the ability to review, investigate, share, collaborate and debate the merits of products, services and the brands that deliver them. 

The balance of power between businesses and customers would never be the same.

Adobe Adds E-Commerce Option with Elastic Path Integration

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Adobe Marketing Cloud can make even the most sophisticated marketing campaigns easy to develop. Now it's enhancing its e-commerce options through a formal integration with Elastic Path. 

It's a key integration — and particularly noteworthy because the development work Elastic Path has completed provides an integrated authoring experience directly inside of Adobe Experience Manager, which is unique.

Adobe has previously worked with Elastic Path on a number of different projects. It was through these projects that, little by little, both companies realized they were good for each other and decided to tie the knot.

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