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Customer Experience Management (CXM) Articles

No Morning Fog: San Francisco Giants Social Media Success

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Right now, Bryan Srabian is like the person charged with security in the SharePoint cloud at the Microsoft SharePoint conference during a live demo on SharePoint security.

He's the Dreamforce registration chief. He's Satya Nadella at the next women in business conference.

In short, Bryan Srabian's on stage. And everyone's watching.

That's what happens when you're the social media chief of the professional baseball team that calls tech country home and is playing on the world's biggest hardball stage.

The San Francisco Giants are in their third World Series in five seasons, taking on the Kansas City Royals tonight in the first game of the best-of-seven Fall Classic. Many call it "Destiny vs. Dynasty." The Royals won the World Series in 1985 but did not make the postseason after until now -- hence, the destiny tag. 

The Customer Intent Wake Up Call

2014-21-October-Alarm-Clock.jpgAs companies evaluate their growth strategies for the New Year, the conversation ultimately comes down to which set of dials to turn. Does the company invest in more sales people, product features or marketing programs?

Companies aspiring to be customer-aligned add a few more dials to the conversation -- what should the chief customer officer be measured on, beef up the customer success team, invest in employee engagement / culture initiatives, innovate their customer engagement strategy, and/or shift from a product-feature-pushing sales model to a services-selling-path?

What all of these dials have in common is that they focus on the customer. Except each dial reflects an organizational silo that is focused on a slice of the customer experience -- none focus on the whole customer. Revenue growth depends on the organization’s ability to understand how to detect, decipher and act on the customers’ perspective of their intent.

Look Before You Leap Into the Big Data Revolution

2014-21-October-Pre-Jump.jpgLike the proverbial elephant and five blind men, big data looks different depending on who's describing it: from holy grail for information in society, to dangerous step toward a world in which people are treated based on predictions of what they are likely to do instead of what they actually do. While neither of these extremes may turn out to be our future, big data is obviously more than a passing fad, and will be defined ultimately not by what it is but by what is done with it and what it does to those at whom it is directed.

Smaller Firms Nip at the Big Dogs in Gartner's Portal MQ

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Gartner cited six trends in its Magic Quadrant for Horizontal Portals, including a convergence of portal and Web Content Management (Web CMS) needs across enterprises. In addition, long-time traditional, portal vendors and their bloated, unwieldy architectures are losing ground to smaller, lighter portal vendors.

As evidence of both trends, just look at the companies who made it into this year's MQ: Ektron, Jahia, Sitecore, Squiz and WordPress.

IDC Predicts Big Changes, Fast Growth in Digital Marketing

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IDC expects the global market for enterprise marketing software to soar to $32.3 billion by 2018 -- a jump of more than 50 percent. But it won't come easy.

It will require a delicate balance of technology, creative talent and IT services for the market to reach its potential, said IDC Research Manager Gerry Murray, lead author of the IDC study. The 29-page report, which IDC sells for $4,500, is the first "comprehensive view of what the whole marketing technology envelope," said Murray. "It's a very big basket of technologies."

Due largely to multibillion investments by Adobe, Oracle, IBM, Salesforce and other giant software companies, the study predicts the marketing world will evolve from point solutions to marketing platforms. And, within a few years, we'll see Marketing-as-a-Service (MaaS) systems that will allow CMOs to farm out work in much the way they do now when they buy advertising, a shift that could trigger a shakeout involving many vendors.

Teradata's Marketing Marries Digital, Traditional Needs

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Teradata announced enhancements to its marketing cloud today that are designed to enhance both digital and more traditional marketing.

Michael Lummus, director of digital marketing solutions of Miami Township, Ohio-based Teradata Corp., told CMSWire that Teradata understands that customers don't differentiate between digital and non-digital interactions with brands. "They view it holistically," he said.

SaaS Support Best Practices: The Seamless Approach

2014-20-October-Free-Advice.jpgAs more and more companies look to Software-as-a-Service (SaaS) as a way to increase agility and control costs, many technology vendors are evolving their solution sets to include a SaaS offering. When vendors do this, they must recognize that their customer support organizations will become critical to customer satisfaction and retention. As the primary point of contact in an ongoing customer relationship, support must develop and maintain stronger and deeper relationships with customers. Failure to do so will inevitably result in higher churn.

B2B Suppliers are Losing Market Share to B2C Websites

B2B buyers in the United States are more active online than ever before. But few are successfully leveraging their suppliers’ websites to find the information and make the purchases they need.

Instead, they're turning to third-party e-commerce sites like Amazon, according to the 2014 Acquity Group State of B2B Procurement.

Busy People Need Help, Not Interruptions

Getting attention is getting harder. The Web is a place where busy people do things. Help them, don’t disrupt them. 

Week in Review: Salesforce's Marketing Dream + Are You Too Old for Tech?

Dreaming of Marketing
Salesforce shared its vision for marketing at Dreamforce along with a few other things.

Not Time for HubSpot Investment?
Excitement was palpable for HubSpot's IPO, but it's not a good investment now.

Too Old for Tech?
Nah! Don't be intimidated by those 20-somethings around you.

More Social Love for Office 365
Microsoft wants to make it easier to collaborate.

Who, Us? Hacked? No Way
Dropbox sets the record straight.

Anatomy of Microsoft's Delve
Confusion cleared -- we now know the roots of Delve.

Study: The State of Always-On Marketing 2014
So You Think Your Marketing is Always On?
Read This to Find Out

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Content Targeting: It's the I's and O's, Not the 1's and 0's

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There’s no mistake that personalization and delivering contextual content to consumers across digital content platforms is a hot topic with marketers. As content and delivery of it in an omnichannel universe becomes an imperative that no brand can ignore, the need to target it to a specific audience (or even an individual) is becoming a business must-do.

The challenge, of course, is that consumers have learned about this as well. And their ability to filter out the noise and focus on the signal makes it increasingly hard for marketers to reach them.

6 Trends Dominate the Portal Space, Gartner Claims

In recent weeks we have spent a lot of time talking about data search and discovery. While there are many ways of finding content, access through portals is still one of the major pathways. This week, Gartner has published what it believes are the top horizontal portal vendors in a market that is changing rapidly.

While there are many trends in play, one of the most notable, Gartner noted, is convergence of Web Content Management (WCM) demands through lean portals that are also incorporating social technologies in the enterprise.

News Bites: Real Science, Easy Apps, Get Togethers and Tree Hugging

The latest in powering, streamlining, partnering, enabling, communicating and saving the world from the Swinging City, San Francisco, the Big Peach, the Tall Stick, the Empire City and Silver Sprung.

Just Because You Can Steal Content Doesn't Mean You Should

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You just finished preparing your first presentation for that big seminar at the annual meeting with the coolest pictures you could find on Google images and Flicker, the slickest YouTube videos and the hottest tracks from Pandora. You’re all set, right?

Not so fast, according to Gretchen Klebasko, associate general counsel and managing director of Intellectual Property at Legg Mason. While those sites offer a wealth of media for the asking, much of the material may be considered pirated if you use it. The legal problems begin with the difference between “free to view” versus “free to use.”

The Copyright Clearance Center’s overly wordy titled webinar: “Video, Music and Text, Oh My...Managing Copyright Compliance in a Multimedia World,” does a good job of explaining those differences in plain language. It also explains how to avoid the plethora of media materials that could get an individual or a company in legal hot water.

Klebasko has an impressive litigation background, but stuck with lay-language and delivered helpful information in a succinct presentation that doesn’t talk down to the participants. (Her full disclosure includes Legg Mason’s “wonderful working relationship with CCC.”)

Do You Have to be 'Modern' to be a Great Marketer?

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Do things that are current. You'll win if you do.

A Forrester Research study commissioned by Oracle finds that organizations embracing a modern marketing strategy make more money, are seen as industry leaders and create better workplace environments.

According to the responses from 492 marketing decision-makers in the United States, United Kingdom, Germany and France, companies using "non-modern" marketing strategies are at a loss.

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