HOT TOPICS: Customer Experience Marketing Automation Social Business SharePoint 2013 Document Management Big Data Mobile DAM

Customer Experience Management (CXM) Articles

Are Best-Of-Breed Customer Experiences Really Best?

2014-6-17 e-spirit.jpgAt the end of May, e-Spirit upgraded its web CMS offering to make it easier for content creators to provide personalized content. It followed hot on the heels of the v5.1 release which aimed to significantly boost companies online time to market and improve the overall customer experience.

Both announcements form part of a wider strategy to offer users a best-of-breed web CMS. E-Spirit has from the start pursued the best-of-breed approach as opposed to creating an enterprise suite. But why best-of-breed?

We asked Oliver Jaeger, vice president for global marketing and communications at e-Spirit why his company has consistently taken this approach and where this strategy will take the company in the future.

Why Digital Marketers Need Couples Therapy

2014-17-June-Ari-Brandt-MediaBrix.jpgDigital marketers sound like they've been going to couples counseling lately. 

They want emotional connections, a new survey finds. Emotional connections to digital media. And emotional connections between their marketing and their users. 

Cue the sappy Richard Marx tune, please. 

Millward Brown Digital, which polled 300 digital marketing decision makers at Fortune 5000 companies and US advertising agencies, found that 88 percent of digital marketers would increase ad spend for digital branding if they could make emotional connections with users.

It also found that 81 percent indicated that targeting users based on their emotions, or emotional targeting, would help address the issue of "banner blindness," when users surf past banner ads without acknowledgment.

Millward Brown Digital surveyed digital marketers 25 years and older in April.

Marketers: Embrace the Extended Customer Lifecycle

2014-17-June-Capilano-Suspension-Bridge.jpgIn the past, marketers had the job of using a handful of channels to create brand awareness and offers to engage customers on a broad level until a sales team could come in and take control of individual accounts, or until a customer visited a local store. Sales teams or store employees were then responsible for delivering a personalized experience and for building the relationship.

Not any more.

Jahia Extends Web CMS Platform with Portal Factory

Open source content management system (CMS) vendor Jahia has released four new products off the Jahia 7 platform that debuted in April.

The Geneva, Switzerland-based provider released today Portal Factory, its new enterprise portal solution. 

SDL's Paige O'Neill: Customer Experience Getting Cheaper

2014-13-June-Paige-ONeill-intvu.jpg

If you've been paying attention to the customer experience management arena over the past two years -- and what marketer hasn't -- you've probably noticed the tools have grown far more sophisticated and far less expensive.

That helps to explain why 750 marketing practitioners signed up for SDL's Innovate conference in San Francisco, where CMO Paige O'Neill hosted three days of activities around CXM from training sessions and keynotes to consultations and, of course, parties.

O'Neill has been at SDL for only about eight months, joining the UK-based company after a 3.5-year stint as vice president for marketing at Aprimo before its acquisition by Teradata. Before that, she was vice president for marketing at Aravo.

NextPrinciples: Bringing Context to Marketing Automation

2014-16-June-Satya-Krishnaswamy.jpg

Marketing automation has its advantages, not the first of which is automating marketing channels and making things easier on marketers.

Satya Krishnaswamy gets it. But the CEO of NextPrinciples and former SAP vice president hears from marketers who say you miss context in automated marketing workflows.

Enter his company, which boosts marketing automation with its technology that generates better-qualified new leads and deeper insights into existing leads and customers. Its newest solution, an automated platform for social media marketing released this month, marries social media, marketing automation, demand gen and CRM.

Shaping the Future of Customer Responsive Marketing Automation

2014-16-June-Cast-Net.jpgMarketing automation (MA) has shown that it can be a smart tool -- when done right -- for shepherding and converting leads and automating marketing processes. As MA technologies have become more sophisticated, its near future role has evolved to deliver customer-responsive interactions on any channel. If this evolution continues, the name "marketing automation" will become inadequate to describe what can be accomplished when these technologies are combined with customer-focused processes, practices and strategies.

Why Transactional, Promotional Email Rocks for Marketers

customer experience, Why Transactional, Promotional Emails Rock for Marketers

Numbers from Silverpop's survey on email marketing confirm what many vendors have touted -- automated messages triggered by behaviors work —and the success of manual, blind ones are fading.

The email service provider, who many say coined the phrase "behavioral marketing," released findings this month from its 2014 Email Marketing Metrics Benchmark Report that included emails sent by nearly 3,000 brands across 40 countries throughout 2013.

One of the big lessons from the results for marketers?

"Marketers really need to capitalize on transactional emails," Loren McDonald, Silverpop’s VP of industry relations, told CMSWire. "Don’t overload your customers with promotional offers, but try suggesting related products or encourage reviews within transactional emails. This allows marketers to gain better insight on their customers while also creating the opportunity for upsells."

Simplicity is Key to Self-Service Success

Simplicity should be to self-service as chocolate is to joy or sadness is to taxes. Human-to-human service (the "opposite" of self-service) is rich in flexibility, cues and empathy (unless you’re dealing with an ignorant service professional). Human interaction oils the path towards successful task completion. A self-service design must be very simple because it doesn’t have that human oil.

Google Creates New Platform to Help SMBs

Customers are the heart of any business. We all know that, but now Google said so — so we know its true.

Managing customers across a number of different channels, however, is difficult. To help businesses do just that, Google has launched Google My Business.

Google My Business (GMB) offers business the ability to manage at least the Google channels including Search, Maps and Google Plus.

Given the number of small and medium sized businesses (SMBs) that are using Google to connect with customers, the only thing surprising about this is the fact Google hasn’t introduced something like it before.

Lessons From Military Intelligence For Content Marketers

2014-13-June-Military-Intelligence.jpgAs Father’s Day approaches, I’d like to tell you the story of how my father influenced my communication style. He was an Air Force officer from 1951-1978 -- when the Cold War was in full fever pitch. Cuban Missile Crisis, Vietnam, KGB -- Dad had a front row seat to the whole thing and yes, that means he was pretty steeped in the world of military intelligence.

Now, before the oxymoron digs start flying, let me tell you, these people have impressive communication skills. Which, to my eye, is evidence of impressive intelligence.

Here’s what my father’s communication style taught me. 

IBM: We Have Better CX Analytics than Google or Adobe

customer experience, IBM: Our Customer Experience Analytics Tops Google, Adobe

For some reason, steroids has crept into our reporting lately.

Maybe that's why IBM’s Tealeaf cxLifecycle analytics reminds us of analytics on steroids. IBM seems to be bill it that way, anyway.

Traditional web analytics? Just static numbers, they told us.

IBM said it enhances the analytics experience for enterprises with quantitative, qualitative and behavioral analytics within the IBM Tealeaf cxLifecycle, a new SaaS-based IBM Tealeaf component available to customers of Tealeaf 9.0. 

Ken Bisconti, business leader for IBM's Tealeaf customer experience management solutions, is enthusiastic. He told CMSWire the analytics IBM offers are better than traditional metrics provided by Google and Adobe. "We have the ability to track the same customer across multiple interactions," said Bisconti.

Forrester happens to think they’re ALL great

Acquiring Customers Amid the Social Babble #SDLInnovate

You don't need to listen to 56 billion social conversations to build your business. You just need to hear the ones that matter.

That was the landscape  Liz High, vice president for global insights and analytics at SDL, explored at her company's Innovate event in San Francisco. More specifically, the workshop was titled: "Social Intelligence: Drive Customer Acquisition While Increasing Customer Spend." 

"When you think of social media, it's the most brilliant data set in the world," said High. "The whole way we think of social media is getting to the data that matters."

This Week: Who Cares About E-Commerce? + 6 Rockin' Enterprise Social Platforms

Customer Knows Best
Citing his own company's 'reinvention,' SDL's chief said failing at customer experience is not an option

Still Care About E-Commerce?
It was all we could talk about 10 years ago. Numbers tell a different story today.

Enterprise Social Kings
New kids. Old kids. And the capabilities that make these six enterprise social platforms lead the Forrester pack. 

Transparency Rules in Enterprise
If people know what’s in it for them, they are more likely to get involved with your Enterprise Social Network tool.

Big Lessons for Data
Big data is no longer the sole domain of big companies.

Sync & Share on Public Clouds?
EFSS provider Egnyte will now leverage Google Cloud Services to store client files.

The Future of B2B Ecommerce
The 3 B2B Tips You Need to Know
Learn how they did it

sponsored item

Most Popular

Editor's Picks

Around the Web

Featured Events (all events | post your event)

Featured Research 

Here are the 4 Steps to Customer Success

2014-13-June-four-steps-to-success.jpg

The hottest job title in marketing right now may be "Customer Success Officer," though there remains some debate about exactly what that means.

For example, it's fair to ask: Is customer success management  different from customer support or  customer relationship management?

Obligingly, Forrester's consulting arm  issued a paper entitled "How to Get Started with Customer Success Management." It should serve as a handy primer for those who want a state-of-the-art interpretation of this emerging marketing strategy.

The paper, sponsored by Gainsight -- a big fish in this still-small pond -- even provides a nifty, four-step process for building a customer success program that will be a revenue-generation operation instead of an extension to existing cost centers.

Displaying 166-180 of 5324 results

< Previous 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 Next >