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Customer Experience Management (CXM) Articles

Q1/Q2 Planning: Top Digital Marketing, Social Business Conferences & Events (6-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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What's New in March for Open Source CMS

cms usage statistics

A round of applause for Drupal, please. Drupal is now powering more than one million websites worldwide, reinforcing its ranking as one of the most popular content management systems (CMS) on the planet. 

According to BuiltWith Research, Drupal powers more than 12 percent of the world’s top 100,000 websites as measured by traffic. That's still far behind Wordpress, which runs more than 43 percent of those top 100,000 sites. But it's still a significant feat, according to Holly Ross, executive director of the Drupal Association, the nonprofit organization that supports the Drupal open source project.

Ross is clearly enamored with Drupal. "Every day, we hear stories from all over the world about how Drupal is changing individual lives for the better," she effused in a statement.

Is there is a direct relationship between open source CMS and better lives? We'll let you make your own decision about that. And as you ponder the question, read on for more news from the world of free and open source CMS. And remember: everyone with FOSS CMS news should drop us a line so we can include you in our next monthly column.

Digging Inside Oracle's Acquisition Strategy

customer experience, Digging Inside Oracle's Acquisition Strategy

Oracle’s latest acquisitions show it believes Software-as-a-Service (SaaS) is for real, that CRM is a major growth space and that it must strengthen its cloud-based applications, analysts told CMSWire.

In December, Oracle, one year after it announced its $871 million buy of marketing automation company Eloqua, announced plans to acquire marketing cloud player Responsys for $1.5 billion

And last month, Oracle, led by CEO Larry Ellison (pictured left) scooped up marketing technology specialist BlueKai for what some say is an estimated $350 million to $400 million deal. 

“The big picture is they clearly see an opportunity to establish themselves as a major force in two places,” said Tim Jennings, chief IT analyst who covers Oracle for Ovum Research. “On a macro level, it’s the broad customer experience space, and specifically, the marketing world.”

3 Ways Marketing Can Increase Revenue From Big Data

How can marketing departments leverage big data to help their organizations increase revenue? Quite simply, by preparing sales to lead with buyer's concerns rather than waiting for the buyers to ask questions. Big data systems use new mathematical models to quickly extract and deliver usable business information from the ocean of data that’s created every second. The insights garnered from this data can help your company identify buyer concerns and structure your value propositions around those concerns.

The Internet of Things Will Reinvent Real Time Marketing

When a lot of people talk about real time marketing, brands like Oreo come to mind -- brands that have had success in reacting quickly to external events. One of the most popular examples is when the lights went out in last year’s Super Bowl and Oreo quickly tweeted a “You can still dunk in the dark” image.

While that type of quick reaction time and cleverness is great and certainly boosts brand awareness, relying only on the current events approach to real time marketing is unreliable and not necessarily beneficial in the long term. What’s ultimately more impressive --  and results in bigger returns -- is the ability to succeed in real time customer communication.

Does Your Trade Show Booth Attract Enough Attention?

customer experience, Are You Standing Out at Your Trade Show Booth?

The No. 1 trade show booth at a convention I attended in Dallas in 2008 featured guys with a Nintendo Wii. Back then, the Wii was the rage, and so was this company.

You had to reveal your contacts to get a crack at Wii bowling, if I recall. People were gutter-balling it badly, by the way, but undoubtedly were rewarded with some follow-up email promos.

The company stood out then. Now? Wii is sooo six years ago.

How are you making your marketing stand out at events? It was the subject of a B2B marketing LinkedIn exchange, and CMSWire talked to two of the marketers.

5 Things to Lessen Your Anxiety About Big Data

tom davenport

Let’s face it.  Most people don’t know what Hadoop is, how big a petabyte is or can even explain what wins big data can provide for their companies

And that’s OK.

When it comes to big data and analytics, there’s the hype — and then there’s the reality, said Tom Davenport, one of the world’s foremost analytics experts and author of Big Data @ Work.

Best in Show: Winning with Brand Excellence

Tales of Westminster: Winning with Brand ExcellenceDog lovers everywhere look forward to the Westminster Kennel Club Dog Show. This year the show was a little different. For the first time, all dogs -- purebred and mixed breeds -- competed in a new Masters Agility Championship. This competition can offer some important lessons for those who pursue brand excellence.

Salesforce Opens Data Centers to Reach 'Internet of Customers'

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You’ve probably heard about the Internet of Things. But what about the Internet of Customers? Salesforce apparently has: It plans to open three new data centers in Europe later this year to support — you guessed it —  the Internet of Customers. 

Spend Time Where it Counts with Predictive Analytics

Spend Time Where it Counts with Predictive AnalyticsThere's a whole new world of marketing out there folks. The old ways of reaching prospects and reeling in customers are no longer enough. TV, radio, print and even internet ads are the price of admission for companies trying to reach and engage customers. Successful marketing professionals now have to contend with social media of many different forms, in-app mobile advertising, and community development and management.

Should the CIO Report to the CMO?

It was the "wow" moment of the business conference.

Meghan Walsh, senior director of eCommerce Platform System Management for Marriott International, told the Gilbane Conference in Boston in December that the CIO reports to the CMO at her organization.

“Ooh.” “Aah,” came murmurs from the crowd.

Well into 2014 now, the topic of CIO and CMO is still a hot one. Do people believe it's an effective C-Suite strategy? Depends on who you ask and what type of organization it is, information technology and marketing executives told CMSWire.

Microsoft Wants to Change Business Culture, Technology #CONV14

Microsoft is running two big conferences at the same time. The SharePoint 2014 conference began in Las Vegas yesterday, while Dynamics Convergence kicks off today in Atlanta with a keynote from Kirill Tatarinov, executive vice president of Microsoft Business Solutions. According to the pre-conference notes, this year will all be about customer views and developing top customer experiences.

Rackspace Emphasizes Digital Marketing Infrastructure

Companies deploying digital marketing capabilities have the technology experts. And they have those who specialize in customer engagement.

On the surface, that's two "very different" disciplines, said Gerardo Dada, product marketing leader for open cloud provider Rackspace Hosting.

Rackspace wants to merge those two worlds and today announced the launch of a new practice focusing on digital marketing infrastructure needs, Rackspace Digital. The hybrid cloud platform, Rackspace said, will help marketers engage with customers via websites, portal/extranets, mobile apps or online stores.

Having an "online presence" is for marketers "becoming more important than ever," Dada told CMSWire.

The Digital Marketing Disconnect

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Spending time as analysts do -- closely watching the vision that digital marketing vendors extoll to their customers -- it is difficult at times not to be caught up in the art of the possible. Watching demonstrations of customer interactions that cross desktop and mobile, SMS and email, and digital campaigns that effortlessly meet goals with barely a moment of manual intervention, can make for compelling viewing.

Global Navigation is Less Useful on Large, Complex Websites

As a website becomes larger and more complex, navigation should focus on helping customers move forward. Helping them move backwards or sideways can cause major distraction and confusion.

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