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Customer Experience Management (CXM) Articles

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.

Top 10 Things to Measure in Google Analytics

What are the most important things to track in Google Analytics? WebLink International, which provides membership management technology to business associations and other member based organizations, just issued a new, free e-book that might help you answer that question.

OpenText Wants to Help Customers Connect with New Experience Suite

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Most businesses seem to understand it's important to create a consistent, multichannel digital presence — at least if the goal is to attract and retain customers. But that's easier said than done.

As the folks at OpenText explain, "The challenge is to extract value from managed content, optimize and personalize that content delivery and bridge the chaotic interactive world with the secure data repositories that reside behind the firewall." And don't forget to deliver these compelling and engaging experiences while adhering to all your established information governance policies and standards, OK?

No wonder why so many customer experience objectives fall flat — and why companies like OpenText are creating new solutions for delivering relevant, interactive experiences on screens of all sizes.

IBM's 3-Pronged Strategy: Data, Cloud, Engagement

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If it has been abundantly clear for quite some time that IBM is facing a number of significant challenges, it is also clear that Virginia Rometty is a woman that is able to face them. She’s never been one to bandy words, and her message to investors in this year’s annual report is no different. Going forward, IBM will be focusing on data, the cloud and “systems of engagement”. 

Usually, the annual report of any major corporation shares at least two of the qualities of drying paint: it takes a long time and it's not very interesting.

Can Conversocial Improve Customer Service Experiences?

Conversocial customers

Conversocial, a cloud-based provider of social customer service software, is out with a major upgrade.

Called Conversations, it is designed to help companies manage social media comments from contact centers.

Joshua March, founder and CEO, told CMSWire that some companies use traditional ticketing systems, while others employ multi-channel contact center systems that "add social as just another channel" — as if it were email. But those systems, March said, are designed primarily for private, one-to-one inquiries or for marketing and PR-focused social media management.

Marketing Creep: Stop Lurking and Just Listen

Marketing Creep: Stop Lurking and Just ListenData is not new. Companies have always known at least something about you -- like your name, your purchase history or your zip code. Even if you’d never been a customer, they could make an educated guess about you based on your demographics or address. But if a company wanted to know more about you, traditionally, they’d have to ask.

Not anymore.

Donde is Giving Away its Product Location Service

After finding that premium peanut butter you love on your smartphone, you also see on a map the nearest physical retailer's web site. That kind of location functionality for consumers is now available to product makers free of charge from Cincinnati-based Dónde.

Web CMS: Who's Hot, What's Not and More

With the news of Drupal hitting the 1 million mark in terms of websites deployed worldwide, what better time to dive into the Web content management systems (CMS) space. So what's going on?

RadiumOne CMO Eric Bader: Focus on Customer Relationships

Connecting with Bill Sobel

Eric Bader made company history last summer when he became the first CMO at San Francisco-based RadiumOne, a firm that builds software to automate media buying. Bader has been around the advertising block, so to speak. He's a veteran of adland, a community weblog and advertising archive, and has worked at Ogilvy & Mather, MediaVest, BrandinHand and Initiative, where he was chief strategy officer from 2010 to 2012.

But that's not all, folks: He's also CEO and founder of a startup called Mobilize, which creates, hosts and manages mobile applications and web sites for various customer interactions — from merchandising and transactions to CRM, loyalty programs, in-store and shopper marketing and promotions, social marketing and events.  

But his main task now, according to a story in AdWeek last summer, is to explain RadiumOne's "value proposition in a crowded marketplace of startups that claim to be able to spin social data into gold for marketers."

This Week: Oracle's Getting SaaS-ier + SharePoint Wins in Vegas

Oracle's Getting SaaS-ier
Oracle's up to it again -- acquiring companies. What's behind their latest strategy

Digital Marketing Disconnect
Digital marketing is a hot topic in the tech sector right now, and the necessity of understanding customer needs and responding in real time will only become more critical and more complex as channels and choices multiply.

SharePoint Wins in Vegas
In Vegas, Microsoft shows it's closing the gap between Yammer and SharePoint. Also at the SharePoint Conference, we found ways to ease navigation in SharePoint 2013.

Enterprise Software Ratings Shakeup
They call themselves a disruption to Gartner and Forrester, and say they have the in-the-trenches reviewers to prove it. 

Reduce Big Data Anxiety
Big Data stress? We break down big data and analytics into digestible terms that earth people can understand. 

SAP HANA Goes for Jugular 
SAP wants to own big data, analytics, cloud, mobile, business applications and other technologies, in the enterprise and beyond it.

Web Content & Customer Experience Management Guide
Learn how CXM and Web Content Management service providers can help you deliver quality experiences.
> Download the Guide

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11 Ways to Boost Traffic to Your Company Blog

It’s official. I no longer need to explain to B2B marketers why a blog is an absolute must have. If you're a B2B marketer then chances are good you can already recite the many reasons why a blog makes sense: SEO, content marketing, fuel for social media, etc. Thanks to the tireless efforts of Hubspot and the Content Marketing Institute, I can eliminate “blog evangelist” from my job requirements.

So all is good in the land of B2B blogging, right? Far from it. Beyond the typical questions I get (e.g., what to write about and how often to post) a larger question is emerging:

How do we generate more traffic for our company blog?

The Two Most Overlooked Opportunities in Corporate America

"Why should the business pay for that? How will that impact top line revenue?" Although it may have been a while since you asked or have been asked either of these questions at your place of business, I bet you are familiar with them — and just as familiar with the goat rodeos that arrive when the questions are asked.

Marketers: Steal a Page from Capital Markets' Playbook

Marketers: Steal a Page from Capital Markets' PlaybookDigital marketers seeking new ways to gain a competitive edge should look at capital markets firms for inspiration. Financial traders’ rapid embrace of real time analytics and data visualization holds many lessons for tackling the data challenges that now hamstring the effectiveness of online marketing.

 

How to Make Marketing Analytics Matter

Using Big Data in Marketing Analytics

So marketing analytics are a waste of money, eh? We reported as much this week after seeing results of the CMO Survey by Duke University. It triggered some people to defend marketing analytics and its place in an organization.

Today, we discuss how to make marketing analytics work by using the right tools and generally having the right mindset and approach.

News Bites: DAM Shutterstock, Vizify Yahoo and More

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So much news in just the past week: WebDAM joins Shutterstock, Vizify joins Yahoo, new features come to Evoq Social, an e-commerce package comes to Silverpop and Citrix opens up video for remote support. 

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