Customer Experience Management (CXM) Articles

      Optify Connect is getting an update. First introduced last year, the digital marketing platform, which connects new contacts with their anonymous visit history, now comes in a light CRM for small- and mid-sized businesses. 

Strategy needs to be coherent, with a strong, central driving force. It needs to be clearly understood throughout the organization. 

The Customer Experience Secret Sauce
We have any number of tools to help us define the customer journey, but the real secret to Customer Experience is conversation.

Social Business Realities
When research shows Facebook and Twitter as the most used enterprise social collaboration tools, you have to wonder if the social enterprise is in danger.

Information Management Strategies
Need to get buy-in for your Enterprise CMS strategy? Check out 8 requirements and 7 guiding principles of an ECM Initiative.

Most Popular

• Gartner: 5 Cool Vendors in Content Management Focus on Mobile, Enterprise Collaboration
• Customer Journeys: What Can Go Awry on the Path to Making Customers Happy
• IBM Report: How Social Business Can Help Organizations Succeed
• The Road to Customer Experience Is Not Thru Net Promoter Score 
• Four Ways to Build Confidence in Your SharePoint Governance Strategy

Editor's Picks

• Google Analytics Debuts Real Time Widgets, Customer Journey Tool
• Sitecore 7 Puts Search as the Information Access Layer, Scaling Limits Gone
• Forrester: Want Marketing Innovation? Change Your Corporate Culture
• Building Your Narrative or Why Post Rationalized Narratives Stink
• Social Media, Big Data and the Customer Experience
   

Around the Web

• Why Social Business Headcount Decreases Before Radically Expanding
  
• Don’t Take The Customer Decision Journey For Granted
• It's Time to Stamp out the Bull
• How to Turn Your Social Profiles into Traffic Generators
• To Understand Where We’re Headed, Read This Essay Written 64 Years Ago

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• Jun 12 -- Webinar: Tips from an Online Community Playbook
• Jun 12 -- Webinar: Video is the New Document - Keys to Maximizing the Value of Video in the Enterprise
• Jun 17 -- E2 Conference Boston

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This week we continued our exploration of customer journeys and took a look at making the most of our customer data. Over in social business we talked narrative building, while in information management we went over the ways to build confidence in your SharePoint governance strategy. And remember, Memorial Day weekend means more time to read!

By anyone’s standards Salesforce has had a very good quarter in difficult economic times, reporting a growth in revenues over the quarter of 28% to US$ 893 million, just US$ 100 million shy of its first US$ 1 billion quarter, which CEO Marc Benioff says is on the way.

Curating news and social media tidbits with Storify is a handy way to create sharable, engaging Web content, and now the company has partnered with Adobe's Typekit to give that content an added dose of style.

This week, it was Twitter's turn to make news, while LinkedIn served up another update.

E-commerce is something that changes as social trends change; however many businesses are failing to find a good link between social engagement and e-commerce traffic.

With only a couple of weeks until Apple's big developer event, the company has to match Google's feature-heavy Android and app updates from I/O, Microsoft's new media-friendly Xbox One and keep generating hardware magic in what is becoming a highly predictable market. 

A sales response within five minutes of obtaining an online sales lead can make or break a sale, but only five percent of companies actually respond within that time and many companies mis-estimate their own response times. Those are among the key takeaways from InsideSales.com's report on the speed of sales responses in the Internet age.

The first time I heard the term Big Content, I thought “Oh brother, Are Web CMS and ECM vendors actually sticking the word 'Big' in front of 'Content' in an attempt to jump onto the Big Data bandwagon?” 

This month’s Tweet Jam sought to learn more about the value of the customer journey and the impact that big data may have on the way we develop and evolve the customer journey. In part one, we learned that it isn’t so much how you define your customer journey or the tools you use to map it, but rather it’s important that your customer journey map advances how your company deliver customer experiences. 

For as much as digital media has evolved, marketing behaviors have remained the same. That is, we’re still quite obsessed with driving traffic back to our websites even though that often means disrupting the customer experience. Think about it -- for every link you provide to your product, you’re letting the customer leave the page that they deliberately sought out. While you might think it’s a win for you, unless it leads to something the customer actually wants, it’s probably not working as well as you think.

Discussing the customer journey is never boring. And this month’s CXMChat was no exception. We learned that the customer experience can be wiggly, there are no obvious answers and that it always helps to “get out of the building” to experience new perspectives. Let's take a closer look at how the discussion unfolded. 

Online marketers spend a ton of time and money collecting visitor data under the pretense of figuring out who their customers are and what they’re looking for. Armed with these insights, they have all they need to make significant strides in improving the customer experience. Instead, many make a couple of tweaks here, a couple of updates there and feel they've sufficiently managed the experience.