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Customer Experience Management (CXM) Articles

Mobile Marketing Tips from LinkedIn, Facebook

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Marketers may know they need to add mobile strategies, but relatively few are doing it correctly, according to mobile managers from Linked In and Facebook.

Speaking yesterday in back-to- back presentations at the Mobile Marketing Strategies Summit in San Francisco, they advised the 100-plus marketers how to track mobile users, reduce load times, build lasting relationships with visitors and add to their existing data to build more personalized experiences.

CMSWire was a media partner of the event, which focused on ways brands can use mobile marketing to further their reach and impact.

Too Many Customers, Too Few Customer Support Agents

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Stop patting yourselves on the backs for being so cutting-edge, up-to-date and in-the-know about the latest and greatest options to provide the best customer service.  

Customer satisfaction dropped globally by two percentage points in the last quarter of 2013 — apparently because too many businesses expect too much from too few people and shortchange their customers in the process.

At least that's the word from Zendesk, a provider of customer service and support ticket software. The company just released its latest Benchmark quarterly survey and the news overall isn’t good. 

Marketing Automation Report: Surprising Numbers or Not?

A report on marketing automation buyer habits produced some surprising and not-so-surprising results.

But it depends on who you ask.

Ask the creator of the report, Software Advice, and you'll hear that it’s surprising small and medium sized businesses (SMBs) represented 50 percent of the buyers interested in marketing automation.

“I was most surprised to see so many small to mid-sized companies in our sample,” Software Advice marketing analyst Derek Singleton told CMSWire. The report  tracked 896 interactions with marketing automation buyers in 2013. He continued:

Historically, large and enterprise-level companies have been the ones to aggressively adopt marketing automation systems so I would have expected the buyer sample to be more weighted toward companies with significant employee counts and annual revenues. This might be an indication that marketing automation is moving downstream. Vendors are certainly starting to create more solutions that focus on serving the needs of small to mid-sized businesses.”

One of those vendors was not surprised to see growth with SMBs in marketing automation interest.

“We are seeing tremendous interest from SMB sector,” Atri Chatterjee, chief marketing officer of Act-On Software, told CMSWire. “This is where the most innovation occurs, and they know that modern marketing techniques will transcend their business and keep them competitive against the larger enterprises.”

5 Reasons Customer Relationship Management Is Still Hot

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Customer relationship management (CRM) technologies may not be making headlines — but they haven’t gone away. In fact, according to Gartner, demand for CRM is growing. To provide integrated customer experiences, businesses are focusing on technologies that enable targeted customer interactions in multichannel environments. 

Internet Fake Out: The Clickbait and Ad Fraud Explosion

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Do you ever log on the Internet and think: Wow, there's a lot of crap in here? You're not alone.

Millions of salesmen are competing for your time -- and there are many tricks to the clicks. In fact, the Great Fake Internet is growing as ad fraud and clickbait metastasize.

Why Images Don't Belong in Your DAM

Why Images Don't Belong in Your DAMMost organizations use digital asset management to manage images. It has always been this way and it will likely continue to be this way for some time. After all, images are the thing DAM does best.

But it’s time to stop using DAM to manage images because you could be doing so much more.

Q1/Q2 Planning: Top Digital Marketing, Social Business Conferences & Events (12-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.)

Next Tuesday - Supporting Secure Collaboration
Forrester Analyst Rob Koplowitz discusses how to break down information silos and encourage open collaboration, without compromising security.

> Join Us Feb 18th

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Report: HTML5 is the Future for Enterprise Developers

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A new report finds standards-based HTML5 development, whose popularity has been growing in part because such apps can run cross-platform, has caught on big in the enterprise.

HTML5 is the latest version of the HMTL hypertext markup language. In conjunction with other standards-based technologies like CSS and JavaScript, it can run in browsers and across platforms without plugins. The State of HTML5 Development in the Enterprise report from Sencha, a provider of open-source web application frameworks, surveyed more than 2,000 business application developers from its business-focused community. It found HTML5 is booming:

  • More than 60 percent of developers have converted to HTML5 and hybrid development of their key projects
  • More than 70 percent of HTML5/hybrid developers are using HTML5 more this year than last and 75 percent intend to use it more in 2015
  • 19 percent of native mobile developers expect to use native technologies less in the future

 

Lithium to Buy Klout in $100 Million Deal?

A report published today has social customer experience enterprise software provider Lithium Technologies acquiring social media ranking influencer Klout for about $100 million.

Reached by CMSWire, Klout did not confirm or deny the report. Lithium did not immediately return an email.

"We don't comment on rumor or speculation," Jon Dick, head of marketing for Klout, told CMSWire today in an email.

How to Present Analytics that Speak the C-Suite's Language

datapresentations.jpgWhile the brave new world of big data analytics may help you discover new customer or marketing insights, the old world challenge of communicating findings and recommendations to senior executives remains.

5 Reasons Social Media, Blogging Catches IT Buyers' Eyes

Thumbnail image for rsz_shutterstock_131601941.jpgIT buyers are getting social. They want to know what their peers are doing. They want educational content, not promotional.

The message to those trying to sell to them?

"... Have a clear, consistent game plan that ties in with all their other demand generation activities and targets potential buyers on their own turf," Bob Johnson, principal analyst with IDG Connect, wrote in his report, "Connecting Conversations to Content." 

Enterprises should distribute information via a variety of social channels, utilizing relevant communication networks to help IT buyers locate peers and independent experts alike.

"But above all," Johnson wrote, "they will need to integrate their messaging within the social media framework, so that when IT decision makers come looking for information, the vendors will be there ready to answer their questions."

Put Your (Twitter) Cards on the Table

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You see a lot of cards decorated with red hearts this time of year. But businesses may be more interested in the type of cards that can optimize their Twitter results.

Twitter Cards take tweets to a whole new level — and enable them to express more than 140 characters ever could. It's a way to capture more attention and engagement, even on mobile. Twitter introduced the cards two years ago, but just last month it added something new that should make this feature even more intriguing to marketers.

Twitter is providing analytics to let users understand how the cards are performing and analyze the impact the cards are having on their key metrics.

10 Books Every Great Digital Content Creator Must Read

10 Books Every Great Digital Content Creator Must ReadOh, one of those lists, Ahava. Really?

Wait. Just hear me out. There’s an immense amount of dialogue right now in the content creation, content marketing, content strategy, content space. Some of it is important. Some of it will sink to the bottom, hopefully washed away by the pixels of the Interwebs. But, if you’re following closely, you’ll see that best practices still rise to the top, like the proverbial cream.

How Marketers Get Inside Your Head

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Much of the marketing technology vendor landscape out there includes platforms tracking customer behavior habits. When they make purchases. How. Where.

A software provider out of Cambridge, Mass., believes it has the answer a question those vendor platforms can't: Why?

Why do customers make purchases? What's their motivation? What are they thinking?

Connecting: Columbia University's David Rogers on Digital Marketing

Connecting with Bill Sobel

David Rogers is a globally recognized leader on digital strategy and brands, known for his pioneering model of customer networks. Based at Columbia University’s Graduate School of Business, he is the faculty director of the school's Executive Education programs on Digital Marketing Strategy.

He is also the founder and host of the Center on Global Brand Leadership's BRITE conference, which brings together leaders from media and business to discuss the ways innovation and technology are transforming the ways we build great brands.

His recent research has focused on in-store mobile shoppers, digital marketing ROI and big data. He is the author of three books on brands and digital strategy, most recently, The Network Is Your Customer: 5 Strategies to Thrive in a Digital Age. His next book will focus on how businesses adapt and survive in an era of constant digital disruption.

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