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Customer Experience Management (CXM) Articles

Your Awesome, Creative, Stunning Content Isn't Good Enough

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You could have Ernest Hemingway author a blog post for your organization, and it could still stink.

Not that the content would be the issue. It's how you structure and deliver it.

Ann Rockley's been championing the idea of "intelligent content" and has run a conference in its name. 

Rockley, the president of The Rockley Group, author and online content delivery expert, told CMSWire marketers simply spend too much with content -- in the wrong places, and in the wrong ways.

"Marketers create good content," Rockley said, "but they spend an inordinate amount of time manually crafting different pieces of content for different channels and different audiences. They craft it for the Web, they craft it for mobile, they craft it for Facebook, they craft it for Twitter. They craft it for one vertical industry, they craft it for another. The content is all good but they spend way too much time hand-crafting it."

Why Oracle Thinks It's a Lead Horse in Digital Marketing

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A year ago, Gartner Research Director for Marketing Leaders, Julie Hopkins told us Oracle's $1.5 billion acquisition of Responsys makes it a "lead horse in the race."

She discussed digital marketing industry market share between big marketing cloud players like Oracle, Adobe, Salesforce and IBM, which combined have acquired about $11 billion worth of marketing technology in the past two years

Who's winning the race now? We probably won't have the answer until closer to the end of 2015 or beyond on that. But if 2014 was the year of acquisition, 2015 will be the year of putting those acquisitions into action. 

Just as IBM told us last week about its Silverpop acquisition action items, Oracle Corporation promises innovation out of the Responsys deal that will make it the lead horse, but offered few details of what the innovation will look like.

Oracle and Responsys have been working on some major integrations in the little over a year that's passed since the acquisition, and "we'll see the results of those in 2015," Steve Krause, group vice president of product management for the Oracle Marketing Cloud, told CMSWire. "We're not ready to make an announcement on any particular one but there will be multiple coming."

Addressing the Gap Between Marketing Automation and CRM

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In this era of economic growth, the Sales Enablement Trends 2015 Report (registration required) by Qvidian was sobering. While B2B companies continue to grow at any cost, sales teams still struggle with quota attainment and can’t ramp up fast enough. Companies are trying to fix this by automating virtually every marketing process, sales process and touch point.

The result? We’re drowning in data and analyses.  Big data and predictive analytics are providing a lot of information, but scant meaningful insights that can be acted on with consistent successful results. The problem is data is siloed and analyzed as such. Even when broader data is analyzed, it’s never all of it. Some gets left out because it’s outside the organization’s four walls or it wasn’t considered relevant. That creates a condition of being directionally correct but precisely wrong.

The problem persists because companies don’t really know their buyers -- a fact that they are finally coming to terms with.

Q1/Q2 Planning: Top Marketing Technology, Social Business Conferences & Events (11-Feb-15)

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.)

You're Invited: Personalize Digital Experiences

Join CMSWire and HP on Feb 24th for a one-hour webinar to explore the trends and best practices of personalization in digital customer experiences.

> Register Now

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Red Hat Partnership with 3scale Promises Better API Adoption

An open source software giant is partnering with an API management platform vendor to equip enterprises with better API programs, company officials said.

Red Hat, the 22-year-old open source provider with more than 7,000 employees, is joining forces with 3scale, a 6-year-old API management provider with 38 employees. The partnership features a technology cross-section of 3scale's API Management Platform and Red Hat's JBoss Middleware.

Syed Rasheed, senior principal product marketing manager for Red Hat, based in Raleigh, N.C., said the proliferation of customer channels, need for timely response and the ability to maximize business reach are key drivers for API adoption. "Changes required to support the latest innovations, for example, in mobile, or other mechanisms allowing customers to interact with the business should not require changes to the back-end systems that are running the business. Otherwise, it would take too long to bring these innovations to market. APIs help achieve that," Rasheed added.

Is Your Business Capitalizing On This $1T E-Commerce Market?

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With a population of about 1.3 billion and an emerging middle class, China is the largest market in the world.

In the past few decades, it has emerged as a global economic powerhouse. In fact, its population may be the very reason why China alone will exceed $1 trillion in retail e-commerce sales in 2018. By comparison, global e-commerce sales in 2014 totaled about $1.3 trillion — and by 2018, United States retail e-commerce sales will only be around $500 billion.

Although Internet access in China is reported as widely censored and monitored by the state, 645 million people in China regularly access the Internet. The US has approximately 253 million users, India has 215.6 million and Brazil has 107.7 million, making China far and away also the largest e-commerce market in the world.

So what is your business doing about it?

Is the DAM Industry Heading in the Right Direction?

2015-10-February-Directions.jpgWe heard from Digital Asset Management (DAM) vendors at the beginning of the year as they shared their 2015 roadmaps and visions of where the DAM industry was headed beyond 2015. The ensuing conversation made me want to hear the other side of the coin: what the DAM community wanted or needed from DAM.  

I asked the community these questions: Did the industry get it right? Are vendors developing the features and functionality your organization needs? If you could get DAM vendors to build one thing just for your business, what would you ask for?

Janrain's Portal Gets Inside the (Social) Minds of Customers

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Janrain releases technology today that can reportedly help customer care agents get inside the minds of customers.

Well, not literally, but at least it allows them to get a more "social" data profile of the customer including their "likes" and interests, the company claims.

The Portland, Ore.-based customer identity management provider launched the technology today. It's called a Customer Care Portal, which officials said helps customer care agents acquire "psychographic characteristics of their customers" by accessing their social profile data.

"Customers want to be able to access their own accounts, and self-serve," Jamie Beckland, vice president of marketing at Janrain, told CMSWire. "It's good for them, and also good for customer care teams. But sometimes, a customer just needs to talk to a person. In that case, customer care teams can now manage customer accounts directly, using the same data as the customer themselves."

Tips to Build Your Online Community Manager Team

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Does this sound familiar? A single community manager, working in a part-time capacity, is taking care of an online community. The community is successful: it attracts new members, who create more discussions, which in turn attracts even more members. Before long, the community manager is presented with a “good problem” to have: the need to grow the team.

MRY's David Berkowitz: The Power of Ideas and Collaboration

Ad man David Berkowitz is Chief Marketing Officer at Publicis Groupe's MRY, a New York City-based digital marketing and technology agency. He heads up marketing operations, directs the agency's communication strategy and tries to gain visibility for clients such as Visa, Coca-Cola and Adobe.

MRY, formerly known as Mr. Youth, was founded in 2002. The agency was acquired in 2011 by LBI, which in turn was purchased by Publicis a year later. MRY absorbed LBI’s North American operations when LBI combined with another Publicis digital agency, Digitas, in 2013. 

Since joining the firm shortly after that merger, Berkowitz launched pilot programs such as Mobile Week and the world's first Vineathon, "an event where people come together to create content for no reason other than to learn by doing." In addition, MRY won accolades in 2013 as Mashable's Digital Innovator of the Year and MediaPost's Social Agency of the Year.

What's New in February for Open Source CMS

It goes without saying that WordPress is big — the Goliath of free and open source content management systems (CMS). WordPress is the number 1 CMS system currently in use, and increased its usage on more than 2 million domains since June 2014.

But what about the others? Who is bigger than who?

Sydney, Australia-based BuiltWith.com tracks such things on an ongoing basis. So this month, we thought we'd share the latest statistics on the web's leading open source platforms.

Putting the Context in Mobile Content and E-Commerce

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Mobile is a lifestyle, not a channel. So the value of mobile devices emerges most strongly when you engage users in the context of their day-to-day activities. Developing an ongoing relationship with consumers means serving them when they have a specific need, as opposed to pushing content and offers out to them.

This requires a fundamental shift in marketer's mindsets. They know they have to understand user's needs and contexts in order to serve up appropriate content. The challenge lies in integrating content marketing into merchandizing and brand management functions.

Avoid Impulse Buys when Shopping for Marketing Technology

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My wife's shopping approach is pretty simple: she sees something she wants and buys it.

And, if one of her friends has it, that's a no-brainer. She needs it, too.

Marketers can't be like my wife when choosing technology. As they stare into the 1,876-vendor abyss, marketers need to do a little homework and always remember their organization's business strategy.

"My advice is to step back and take a fresh view, using tools like @chiefmartec’s landscape," said Scott Vaughan, CMO at Scottsdale, Ariz.-based Integrate. "Good planning always starts with defining business strategy and customer goals and needs. You can then utilize what other tech-driven transformations have used -- create a 'blueprint' by taking inventory of current systems, processes and data flow."

5 Requirements of Agile Digital Marketing

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Everyone wants to be agile these days. Whether it's a bunch of senior execs in a boardroom, or a group of super software gurus in an “idea space” full of Nerf balls, or anyone in between. Things just move too fast and we need to adjust on the fly.

So how does marketing get agile? 

Google Confirms Data Sharing Deal With Twitter

People will find out what you're tweeting quicker, thanks to a partnership between Google and Twitter. The deal, confirmed in Twitter's fourth quarter earnings call, will allow Twitter to provide Google with tweets as soon as they're posted to the social networking site.

Through the arrangement, Twitter hopes to expand its reach to more users. Twitter also has similar deals with Microsoft and Yahoo, but Google, as we all know, has the lion's share of the search engine market.

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