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Customer Experience Management (CXM) Articles

It's Easier than Ever for Your Customers to Ignore You

empowered consumer

Hey marketers: we're living through an age of unprecedented consumer power. If you don't adapt to that fact, you may not be in business long.

That's the simple message from Incite Marketing and Communications' recent white paper, "Peacekeeper, Navigator, Student: The Marketer to 2015."

The report was written by Nick Johnson, founder and CEO of Incite, and was put together after hours of conversations with senior brand executives from companies such as L'Oréal, MetLife, Wells Fargo and Sears/Kmart in addition to conversations from 1,000 other marketing executives from companies worldwide.

WordPress Deal Transforms Bloggers to E-tailers

wordpress e-commerce.jpg

WordPress is putting online retailing in the hands of bloggers by partnering with three e-commerce providers — Ecwid, Shopify and ShopLocket. The deal enables bloggers create slick, online storefronts.

The new plug-ins are only available to WordPress.com Business users, not to be mistaken with the self-hosted WordPress.org. That's the commercial arm of the WordPress parent company, Automatic, which offers fully hosted services to bloggers of all sizes, including TIME and CNN.

Your Customers Aren't Mindless Clicking Machines

Your Customers Aren't Mindless Clicking MachinesDatability -- the theme of CeBIT 2014 tradeshow taking place March 10-14 in Hanover, Germany -- is something of a mixed bag. On one hand, we have IBM Watson evaluating medical data in order to enable physicians to provide better treatment to patients. On the other, we have communications companies utilizing big data to simply continue blanket advertising by other means.

Use Social Media to Court IT Buyers

International ICT Expo

If you're not courting IT buyers in social media or online communities, then "you're missing out," said Erin Bolton, director of digital solutions for  MarketStar, a marketing consultancy in Ogden, Utah.

"It's imperative that technology vendors have a social media presence to engage and influence the IT buyer," Bolton told CMSWire. "This presence is critical to reaching buyers at every stage of the evaluation cycle."

CMSWire caught up with Bolton after the release of the IDG Connect report, "Connecting Conversations to Content," that called for those courting IT buyers to dive into social media. Today's catch-up with Bolton starts a three-part CMSWire series.

Q1/Q2 Planning: Top Digital Marketing, Social Business Conferences & Events (26-Feb-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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Brandworkz Adds BI Dashboard to DAM

Digital marketing is driven by data, and every component in marketing is increasingly enhanced by data analysis. This week, London-based Brandworkz improved its digital asset management (DAM) system with a self-service data analytics dashboard called Smarter.DAM that can be used to monitor marketing activities and campaigns as well as digital assets.

The offering, part of a partnership with Differentia Consulting, uses performance data from the cloud-based DAM platform and issues an audit trail and analytics through a single view of assets, marketing activities and campaigns.

A Sip of What CMSWire Offers ...

Glass of wineSo much information, so little time. So we thought we'd help you out. We've combed our archives, had a few conversations and created a curated list of information we know you'll enjoy. All you have to do is sit back, relax and savor the flavor of CMSWire.

TimeTrade's COO Reveals the Top Retail Trends

Ambrosino.jpgGary Ambrosino, the president and chief operating officer of TimeTrade, thinks the key to great customer experience comes down to how and when a company engages with potential clients.  Better engagement equals more customer loyalty, in theory.

A Primer on CMO, CIO Collaboration

A Primer on CMO, CIO CollaborationThe lines between the CIO and CMO are blurring as the two roles become increasingly intertwined, led by marketing’s move to focus more around technology and great digital experiences. From quickly creating websites for different campaigns to managing customer analytics and back-end data, today’s marketers have a required skillset that often overlaps with that of the CIO, who has traditionally managed and maintained a company’s IT infrastructure. For that reason, CMOs are becoming integral decision makers when it comes to buying and operating a company’s technology assets.

Musings from Social Media Week #SMW14

crimson hexegon

I am not an objective writer about Social Media Week. I attended the first two years of this six-year-old worldwide event in New York City when it was free, largely grassroots and spread throughout the city. 

The last two or three years, SMW has become inevitably more corporate, expensive, polished and streamlined, though many of the events are still free and available on a first come, first serve basis.

That being said, however, I wanted to share some thoughts. For instance, one of my favorite tools to chart conversations around social media is Crimson Hexagon, which quickly helped me create a “topic wave” of the major topics and when they peaked at the event. Most of the buzz around #SMWNYC happened last Wednesday and Thursday, Feb. 18 and 19.

Next Steps for Native Ads: Get Scalable and Visible

Matevz Klanjsek.jpg

What’s next for native ads? They should be clearly-marked as ads and available in publisher-defined formats, according to the co-founder of Celtra, a provider of mobile ad creation, serving and analysis.

Matevě Klanjšek, also chief product officer of the company, told CMSWire that any non-standard mobile ad formats, such as native ads, are “performing better than standard.” His assessment is based on his agency’s just-released quarterly Mobile Rich Media Ads Performance Report (registration required), which has been regularly issued over the past two years.

With Mobile Reigning Supreme, Will Advertisers Keep Pace?

The Super Bowl has come and gone, but the advertising lives on as brands seek to squeeze as much as possible out of their expensive creative masterpieces. But if advertisers want to truly validate their media buys beyond simply “entertaining the masses” they need to activate the 50 percent of smartphone owners that use their devices while watching TV on a daily basis. Our review of how well Super Bowl advertisers actively engaged with the audience shows there is a lot of work to be done.

M&A Watch: Marin Software a Possible Target if Ad Tech Consolidates

Based on its valuation and growth profile, Marin Software — a provider of a cloud-based digital advertising management platform — could be an attractive buyout target for a larger player in the online marketing space.

At the recent market cap of $373 million, Marin’s forward revenue multiple of 3.9 times the 2014 consensus estimate of $95.8 million (within the company’s guidance range of $95 million to $96.6 million) is reasonable given expected growth of nearly 24 percent.

Marin is a so-called busted IPO because the shares trade below the March 2013 offering price of $14. In fact, Marin shares have been on a downward trek ever since the first trading session: they opened at $18.95 and hit a post-IPO high of $19.95 on the same day. While the stock has recovered a bit from the November low of $8.50, it’s still 18 percent short of the IPO price.

People Think 'Products' When Trying to Solve Problems Online

Many customers think first about the product they have; even when they are looking for support for that product. 

Connecting: How to Build an Unforgettable Brand

Connecting with Bill Sobel

Julie Cottineau doesn't mince words. "My business is branding. I teach you how to improve yours," she said. Cottineau is the founder and CEO of BrandTwist, a brand consultancy that helps entrepreneurs and corporations build their brands and leverage them as actionable business assets.

Before BrandTwist, she was vice president of brand at Richard Branson’s Virgin Group, overseeing branding strategy for new and established Virgin companies in North America. She also served as executive director of consumer branding at Interbrand and was a vice president and management supervisor at Grey Worldwide in both the US and France. She has been an adjunct professor of integrated marketing communications at Columbia and Cornell universities and is a frequent commentator on brand strategy and innovation.

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