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Customer Experience Management (CXM) Articles

Q4 Planning: Top Marketing Technology, Social Business Conferences & Events (08-Oct-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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Social Media: More Powerful Than Mother Nature

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I took my annual holiday in the Adirondacks last month to spend time with Mother Nature at her finest.

Yes, it was incredibly beautiful and, no, I did not disconnect from the grid as I had planned. In fact, I took the time off as an opportunity to upgrade my mobile, Internet and TV services.

Here is my first-hand customer experience story that took me on an omnichannel journey through brick-and-mortar store visits, multiple phone center calls and, ultimately, to the promised land of social media.

3 Rules of Respectful Data-Driven Marketing

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Technology’s recent surge in big data capabilities has also spawned a number of concerns – perhaps most notably the issue of privacy — and whether or not it actually exists.

Most technology executives have similar attitudes on the subject. Google CEO Eric Schmidt remarked, “If you have something that you don't want anyone to know, maybe you shouldn't be doing it in the first place.” Sun Microsystems former CEO Scott McNealy even went as far as saying, "You have zero privacy anyway. Get over it."

Do You Really Want To Do Content Fake Marketing?

The poster children of the latest content marketing craze are Coke and Red Bull. That should be a warning signal in itself.

Salesforce Enhances Sales Cloud1 With New Mobile Apps

Salesforce officials call their latest enhancement to their CRM platform a transformation of existing, long-time CRM features to "full-blown apps."

The launch this week comes on the heels of news that Salesforce users want, well, mobile capabilities. And hence the investment in mobile continues with an update to Sales Cloud1 with new mobile sales apps delivered on the Salesforce1 Platform. The apps include Today, Tasks, Notes, Events and Sales Path.

"Tasks and notes have been features within CRM for many many years," Mark Woollen, senior vice president of Sales Cloud Product Marketing for salesforce.com, told CMSWire. But what Salesforce is doing is leveraging these features as "full-blown mobile apps," he added that are "powerful" and work "end to end seamlessly."

5 Ways to Celebrate #CXDay

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As far as buzzwords go, this one takes the proverbial cake.

Customer experience. 

Heck, Forrester Research calls it the age of the customer. Tools are geared around it, and it's the name of some platforms.

The hype's definitely here. But hasn't it always been this way? I mean, really, since the first customer exchange ever, hasn't it always been about customer experience? 

Sometimes it seems we're more in the "Age of Everything Has a Name" than the age of the customer.

We do, however, agree that customers are everything.

That's the premise of "CX Day," a global initiative by the Customer Experience Professionals Association (CXPA), which arrives today with message to "spread the love."

OK, we'll get in on that lovin'.

We take a look back today at some great customer experience-driven pieces from our own CMSWire community over the last 10 months: 

Syncplicity Defines File Sharing Success [Video]

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How do software vendors measure success? It depends whom you ask. Sales managers will brag about record-breaking quarters. CFOs will extol big bottom lines. Product development managers will rave about functions and features.

Jeetu Patel, general manager of EMC Syncplicity, has an entirely different answer. “Engagement,” he said. “Deep user engagement is our first and our most important metric,” he says. He’s deliberate as he speaks. “Syncplicity is not interested in selling shelfware.”

2 Vendors Try to Make DAM Friendlier for SMBs

Digital Asset Management (DAM) systems get a bad rap. They're often criticized as pricey, overly complicated, hard to navigate and difficult to manage and use.

Research from Microsoft shows only 30 percent of small- to mid-sized businesses (SMBs) have adopted a DAM solution because of costs, implementation and maintenance concerns. However, two DAM vendors are taking steps to address those concerns.

Mobile iOS Integration Drives Creative Cloud Update #AdobeMAX

Adobe is touting its major enhancements to its Creative Cloud today at its Adobe Max conference at the Nokia Theatre in Los Angeles.

The releases have drawn some early praise for its connection to mobile and the ability to do work in programs like Photoshop and Illustrator on the go.

It's only for iOS, though -- at least for now.

Building Authentic Experiences on the Internet of Things

Remember the days when the biggest user interface (UI) challenge was how to get your website to work both in Internet Explorer and Netscape?

It’s a matter of opinion whether those were the good old days or bad old days, but one thing is clear. Now that mobile dominates online interactions, content creation has become a lot more concise and nuanced -- and the Internet of Things (IoT) is about to complicate matters. In the not-too-distant future, “do you speak my language” is going to mean more than it ever has before.

To gain a foothold in the IoT, savvy brands must think about global content in new ways, and understand that devices themselves are part of the localization equation. Otherwise, brands risk being the equivalent of stuck in the desktop era -- and we all know how that will turn out.

Have Retail Analytics Crossed the Line from Cool to Creepy?

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A body of new solutions for retail businesses promises to both excite and upset consumers. These solutions deliver in-store (or near store) content to consumers that a vendor has decided might want to buy a product in the store.

The drivers are analytics software solutions that crunch data from a plethora of sources -- social, digital, point-of-sale and customer service -- in close to real time.

Consumers are organized into profiles or personas that can be scored by their propensity to buy a particular product at a point in time. Using these profiles, marketing professionals create and distribute personalized content that engages and, in theory, excites consumers enough to prompt a purchase. 

But could the technology just as easily agitate or annoy potential customers?

Salesforce CRM Users Embrace the Cloud, Mobile Tech

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Some people get freaked out by the thought of going to the cloud. We heard that last month at the SharePoint Technology Conference, for sure.

It's not the case in Salesforce's CRM world, at least according to a survey of 1,000 Salesforce users conducted by a Salesforce partner.

New York City-based Bluewolf, a global business consulting firm, today released its third annual State of Salesforce report. It found that 70 percent of Salesforce CRM users are diverting budget from on-premise to cloud-based solutions, down slightly from about 75 percent last year.

"In my view the security debate should have been retired years ago," said Eric Berridge, CEO of Bluewolf, which claims to be “born in the cloud” and was Salesforce.com’s first consulting partner more than 14 years ago. "The cloud and Salesforce.com specifically are serving some of the largest and most demanding global organizations on the planet, with tens of thousands of users, complex regulatory and compliance issues and multiple layers of both security and redundancy."

Week in Review: Cloud Security Exposed + Using ROI to Gauge Social

Oracle's Digital Marketing Showcase
Oracle touted marketing cloud integration at its annual conference, while Larry had to do his own demo.

Enterprise Marketing Struggles 
Teradata's digital marketing survey reveals integration challenges.

DON'T Use ROI to Measure Social Success?
ROI has some challenges when it comes to technology investments.

No Integration, No Laundry
Social can't succeed without business process integration.

More IPO Woes for Box
Is it the market -- or is it Box?

Tough Week for Cloud Security
Rackspace's reboot of its public cloud left customers in the dark.

A Marketer's Guide to Selecting a Web CMS
Learn how to streamline enterprise content publishing.
Get the Guide Now

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Week in Review: Cloud Security Exposed + Using ROI to Gauge Social

Oracle's Digital Marketing Showcase
Oracle touted marketing cloud integration at its annual conference, while Larry had to do his own demo.

Enterprise Marketing Struggles 
Teradata's digital marketing survey reveals integration challenges.

DON'T Use ROI to Measure Social Success?
ROI has some challenges when it comes to technology investments.

No Integration, No Laundry
Social can't succeed without business process integration.

More IPO Woes for Box
Is it the market -- or is it Box?

Tough Week for Cloud Security
Rackspace's reboot of its public cloud left customers in the dark.

A Marketer's Guide to Selecting a Web CMS
Learn how to streamline enterprise content publishing.
Get the Guide Now

sponsored item

Most Popular

Editor's Picks

Around the Web

Featured Events (all events | post your event)

Featured Research 

 

Gabie Boko: Be Bold, Courageous and Creative

Connecting with Bill Sobel

Gabrielle "Gabie" Boko defines leadership as being passionate about an idea that you can change hearts and minds. She thinks almost everyone is an expert in one way or another, and encourages people — especially women — to embrace their inner confidence. 

Boko is the executive vice president of marketing at Irvine, California-based Sage North America, which provides software to small and medium-sized businesses. Before her appointment in July 2013, she held senior marketing roles in a number of major software companies including SAP and Cognos. 

She also has marketing experience in smaller, entrepreneurial start-up businesses in areas such as performance management and business process management.  

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