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Customer Experience Management (CXM) Articles

This Week: Gartner's Top Multichannel Managers + Integrating Yammer with SharePoint

Five of an MCCM Kind
Gartner taps these five providers as leaders in multichannel campaign management. 

Target B2B Influencers
If you haven't yet, start engaging with your brand's top influencers.  

Don't Lose Sight of IBM
Microsoft and Cisco exchanged words on enterprise collaboration software, but don't rule out IBM and Hootsuite.

Yammer Marries SharePoint
They can live happily in your organization. Just follow these steps.

Hang Onto Your DAM Assets
Your biggest challenge may be finding assets that are lost in the vast Siberia of DAMs and pretend-DAMs within your organization.

Sync This, Share That
The enterprise file sync and sharing market is cluttered with vendors, but we've got our eye on a few.

Research: Unlocking Knowledge to Engage Customers
How information integration and customer centricity can drive revenue
Learn how they did it

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Yes, It's True: Microsoft + Salesforce are Hooking Up

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Salesforce CEO Marc Benioff has a new BFF — and he’s none other than Microsoft CEO Satya Nadella.

You have to give Benioff credit for leveraging his Zen Buddhist learnings and urging Microsoft to regain its “beginner's mind.” Last year, at TechCrunch Disrupt, he called Microsoft “such a disaster” that only Bill Gates could save it.

In 2010, Microsoft sued Salesforce for nine patent infringements and Benioff called Microsoft a patent troll.

Today Benioff was busy on Twitter, posting pictures of himself and Nadella in various settings, sometimes even looking like lovebirds. 

Google Now Offers E-Commerce Analytics #GASummit2014

Google analytics e-commerce May 28 2014.jpgGoogle has taken up the challenge of shedding light on retail behavior by adding enhanced e-commerce capabilities to its analytics platform.

By combining analytics and e-commerce, Google claims it will be able to offer marketing and customer experience managers insight into not only what their customers are thinking, but also how effective their marketing campaigns have been.

Mobile Publisher Onswipe Highlights Mobile Behaviors

The ways people interact with content and functions on a mobile device are, of course, different from a desktop or laptop. But different how? Two new reports from mobile publishing platform Onswipe help to fill in a few data points about mobile behavior.

For instance, what are the most popular financial stories on the iPad?

How Social Media Cuts through the Noise

2014-29-May-Marching-Band.jpgWhile most companies spend a lot of time and energy celebrating the success or agonizing over the failures of their direct sales forces, much of that energy is misspent. Studies show that the indirect channel -- resellers, VARs, distributors, consultants and partners of all stripes -- accounts for 70 percent of sales worldwide -- but channel programs are seldom showered with the attention that direct sales teams get.

Gartner Rates These 5 Companies Tops in Campaign Management

customer experience, Gartner Campaign Management MQ: IBM, Oracle, Teradata, SAS, Adobe Lead

The four providers selected as the best in Gartner's Magic Quadrant for Multichannel Campaign Management last year made a return appearance and welcomed a new leader in the 2014 report.

Adobe joined the top dogs from last year — IBM, SAS, Teradata and Oracle — in the research firm's latest multichannel campaign management (MCCM) analysis. 

Gartner defines MCCM as a process that enables companies to define, orchestrate and communicate offers. It includes both inbound and outbound offers to customer segments across multichannel environments, such as websites, mobile, social, direct mail, call centers and email. 

"Digital marketing," researchers added in the Magic Quadrant report, "continues to integrate with campaign management, and it includes addressable branding/advertising, contextual marketing and transactional marketing. Digital marketing extends the marketing process through channels such as the Web, email, video, mobile and social applications, point-of-sale terminals, interactive TV, digital signage, and kiosks."

5 Types of Influencers B2B Marketers Need to Engage Now

2014-29-May-Horse-Race.jpgYou've seen the stats: 60 to 80 percent of the buying process is done before anyone wants to chat with your chomping-at-the-bit sales reps. To make matters worse, more people than ever are now involved in the process of buying complex products. So where does that leave you?

Most likely trying to craft a never-ending stream of content marketing to influence this very process. And that helps, for sure.

But let’s be honest. You need to do more than turn your brand into a publisher … especially as most publishers are having their own issues these days. With that in mind, there’s another approach to influencing the buying process while also supporting your could-be-better content marketing efforts.

Start engaging the influencers.

Microsoft Ups Mobile, Cloud Play with Capptain Buy

Unless you’ve been living under a rock with your ears plugged for the past three months, you’ve heard Microsoft CEO Satya Nadella preaching the gospel of Mobile and Cloud, Mobility in the Cloud and so on.

Today his wallet did the talking.

This morning Microsoft announced that it has purchased Capptain, a Paris-based mobile, push analytics startup that provides marketers and customer relationship managers with the tools they need to react to user behavior in milliseconds and to then deliver the right message at the right time, creating engagement and the feeling of being cared for.

Cloud Disruption in the Call Center

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The $22-billion call center market — dominated by legacy solutions from Avaya, Cisco Systems and Genesys — is ripe for disruption. Of the estimated 14.5 million call center agents worldwide, 95 percent of them still sign into on-premise offerings.

However, thanks to Software-as-a-Service (SaaS) total cost of ownership (TCO) savings of as much as 40 percent and relatively easy implementations, the transition to the cloud has already begun: It’s estimated that within two years the cloud penetration rate in call centers will reach 13 percent.

At this month’s JP Morgan Global Technology, Media and Telecom Conference, Mike Burkland, CEO of Five9, an emerging provider of on-demand software for contact centers, explained that the migration to the cloud is tied to the refresh cycle for on-premise solutions. Instead of spending big bucks to upgrade to the latest legacy offerings, the refresh often acts as a trigger opportunity to bring call centers to the cloud.

New Cirrus Insight App Links Google Drive with Salesforce

customer experience, New Cirrus Insight App Connects Google Drive With Salesforce

Cirrus Insight, the Laguna Hills, Calif., CRM app developer that integrates Salesforce with Gmail, today released a new app that lets users manage and sync files between Salesforce and Google Drive.

The app -- Cirrus Files -- enables workers in the enterprise to organize Google Drive files by Salesforce opportunities, contacts, accounts and more, as well as sync them to the corresponding records in Salesforce.

For Cirrus Insight, this is about combining the collaboration and portability of Google Drive with the contextual organization of Salesforce.

Build Tomorrow's Agile Marketing Organization Today

2014-28-May-Agility-Bull.jpgThis will probably be the 47th article you read today that tells you how marketers need to learn to adapt -- that consumers have too many choices, too little attention and no patience for a poor experience. Let me remind you that the world is changing, rapidly. You can change with it or be left behind.

We've explored how to address uncertainty in many areas of business. Agile methodologies have done a great deal to help software development teams adapt to inevitable uncertainty. Lean manufacturing has transformed how we create physical goods.

Innovative organizations are beginning to understand how applying those philosophies to marketing can produce similar outcomes.

Q2/Q3 Planning: Top Marketing Technology, Social Business Conferences & Events (28-May-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.)

Webinar: Improving Collaboration in Your Organization
Join us as we explore the Collaboration Pyramid model with Oscar Berg. This is an exclusive one hour webinar on June 4th.
 

> Reserve Your Seat Today

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Men Want Products, Women Want Help and No One Wants to Wait

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No one has time for patience when it comes to customer service. But beyond that universal truth, there are significant gender differences between men and women when it comes to customer service.

According to a new survey from Kana, a provider of customer service solutions, both sexes are frustrated by wait times and slow response.

Beyond that, men are most annoyed by out-of-stock inventory, unknowledgeable or incompetent employees, lack of assistance and the bad attitude of customer service representatives. Women rate their frustrations, in order, as lack of assistance, bad attitudes, out of stock inventory and unknowledgeable or incompetent employees.

Don't Lose Your Assets in the Siberia of DAMs

2014-27-May-siberia.jpgA typical journey through DAM-land is full of surprises, detours and missed turns. But the biggest challenge of all may be finding assets that are lost in the vast Siberia of DAMs and pretend-DAMs within your organization.

One of the most desired (and basic) postulates of a Digital Asset Management system is the ability to search and find assets.

So even before you decide to buy and implement a new DAM system to take advantage of much needed search and find functionality, take a look at your vast DAM landscape and try to figure out in which corners your assets reside.

New Hack Targets Windows XP Computers

Microsoft is warning XP users to avoid using a hack that allows continued security updates of the operating system, despite the fact that the company put an end to XP support in early April.  

In a statement released to ZDnet on Monday, the company said: 

We recently became aware of a hack that purportedly aims to provide security updates to Windows XP customers. The security updates that could be installed are intended for Windows Embedded and and Windows Server 2003 customers and do not fully protect Windows XP customers.

Windows XP customers also run a significant risk of functionality issues with their machines if they install these updates, as they are not tested against Windows XP. The best way for Windows XP customers to protect their systems is to upgrade to a more modern operating system, like Windows 7 or Windows 8.1." 

The hack capitalizes on the fact some users are looking for a workaround to keep their XP computers secure in the absence of updates from Microsoft.

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