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Customer Experience Management (CXM) Articles

Ad Forecasters Offer 'Mildly Bizarre' Glimpse of the Future

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There are two things all advertising geeks love: graphics and numbers – lots and lots of numbers. You can positively hear the crunching sound of those digits whenever you’re in the presence of anyone in an advertising-related industry. (Full disclosure, I once worked for an advertising agency in Chicago.)

With that in mind, Borrell Associates' recent webinar on digital advertising was not surprisingly number-centric – with a bit of ad and social media history, some Miley Cyrus references and a plethora of predictions for what the future of advertising holds in our increasingly digitized world.

For a point of reference, the very first television ad appeared 73 years ago on July 1st, 1941. It consisted of a Bulova watch ticking for 60 seconds with the voiceover: “America runs on Bulova time.”

Leveraging TagMan's Technology, Ensighten Launches 'Attribution'

2014-27-October-Footprints.jpgAs marketers track their customer's journey across channels, a key factor is creating tags that follow the footsteps.

Ensighten today released a new product called Attribution that is designed to make that easier while reducing spending when integrated with Ensighten's Manage and Agile Marketing Platform.

“Ensighten’s closed loop approach is unique in the marketplace,” Josh Manion, Ensighten's founder and CEO said in a statement. 

What it Takes to Become Google's No. 2 Exec

2014-27_15-0ctober-two-llamas.jpgHow does it feel to be Google’s second most powerful executive?

We’ll give Sundar Pichai a few weeks before we ask him that question, after all, Google CEO Larry Page only handed him keys to the company’s product empire late Friday afternoon. This according to Liz Gannes and Kara Swisher of Re/code.

Pichai, whom many of us don’t yet know much about, was already in charge of Android, Chrome and Google Apps. With the promotion Search, Maps, Google Plus, Commerce, Ad Products and Infrastructure fall under his purview as well.

It’s a big job, much of which Google CEO Larry Page was handling until now. But because Page now needs to focus on the company’s “bigger picture,” he’s counting on the ten year Google vet to run the operations of the business.
 

5 Ways Pitch Perfect Should Inform Your Content Strategy

After nine months spent writing a book about content, content marketing and content strategy, I felt brain dead. My husband lovingly suggested we take our family away to the beach so I could “recover” for a few days.

While buying the usual sunscreen and other beach necessities, I noticed the DVD of the movie Pitch Perfect. I had watched the movie on a girls’ movie night, and thought it was super cute. Having two girls, ages 10 and 7, I thought it would be the perfect movie to while away the time we spent driving to the beach.

SaaS Support Best Practices: The Transparent Model

2014-27-October-Boost.jpgAs technology vendors respond to a changing marketplace by creating Software-as-a-Service (SaaS) offerings, their relationship to their customers must change. Satisfying customers by creating a great product that garners positive reviews, and soliciting customer feedback for future upgrades simply isn’t enough.

When a company hands over control of its mission-critical software environment to a SaaS provider, the SaaS customer support organization essentially functions as an extension of the customer’s IT department. To take this step, a customer must trust that they will receive the constant, professional and hands-on support they need. Generating this trust requires that the Customer Support team be transparent and always available.

Adobe Joins Campaign, Analytics for Faster Retargeting

digital marketing, Adobe Campaign-Analytics Integration Promise: Quick Retargeting

Retargeting and remarketing are not new concepts.

So there's nothing ground-breaking about today's announcement about Adobe Campaign's integration in the Adobe Marketing Cloud. The move allows marketers to retarget shoppers who abandon their online shopping carts.

So what's the wow factor? Speed, Adobe officials say.

The San Jose, Calif-based software giant's today released an integration between two of its six Adobe Marketing Cloud suites -- Adobe Campaign and Adobe Analytics -- that officials claim helps marketers grab shopping-cart abandoners before it's too late.

Officials say it's the first in a series of announcements Adobe will make regarding marketing cloud integrations between now and Adobe Summit in March. 

"The real time nature of the technology," Kerry Reilly, director of product marketing for Adobe Campaign, told CMSWire when asked of its unique proposition. "Remarketing has been around for a while, but not in real-time like this. You can leverage this technology to capture the right-time moment, if you will."

Length is Everything [Infographic]

All that stuff about size is silly. The real thing to worry about is "How long should it be?" — the question every student has asked since a teacher assigned a report on topic (fill in the blank) for homework. 

Length has grown nothing but more important in the online world, a fact anyone who has struggled to trim a too long tweet understands. 

So how many characters long should a tweet be to get the most engagement, or how many words long should a blog post be so that it actually gets read? The team at SumAll, a company that markets a social media analytics and business dashboard, knows.

Customer Success is a Failure

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Customer success is a stupid concept … a catchphrase that shifts the focus from people to profit.

Unlike customer experience — a phrase that suggests giving something of meaning and value to the people who matter most — customer success implies taking.

It shifts the focus from customers to companies. Or, as the Customer Success Association so bluntly states on its website, turns "customer relationships into strategic portfolio assets" with an emphasis on "sustainable corporate profitability and growth." It asks:

  • How can we gather and use personal data and market intelligence to get the most from our customers?
  • How can we lure potential new customers and entice the ones we already have to spend even more?

Customer success isn't about helping customers or resolving their complaints. It's not even about creating win-win scenarios for customers and companies. Rather, it embraces and celebrates the exploitation of customers for a company's own benefit.

At least that's how it seems. And in this so-called age of customer centricity, it's tiresome.

Getting Closer to Customers Drives Web Success

Being successful today means being with the customer. The closer you are to the customer the more power and influence you have. 

Discussion Point: Is the Cloud Really Secure?

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Cloud computing is on the rise, but with it comes new fears about data security. Cybercriminals are always looking for an in, so cloud services constantly need to stay ahead of potential vulnerabilities.

Nothing has driven that point home more than a flurry of recent high-profile breaches. But because cloud computing comes with many advantages, including cost, ease and convenience, companies have an incentive to find security solutions. But it’s a daunting challenge.

In this week’s Discussion Point we ask experts to weigh in about the risks versus benefits of the cloud. Is true cloud security an unattainable dream?

Week in Review: Getting Real Results from Collaboration + Gmail Revamped?

World (Series) Class Marketing 
Inside the San Francisco Giants social media strategy.

Marketo's Revenue Gains
All was well in Marketo's latest quarterly earnings report.

Turning Collaboration Into Results
No matter the tool, a structured approach will create collaboration wins.

One Year Later, Mindjet's Vision
Mindjet plans for a big reveal in its new platform next spring.

Meet the New Gmail?
Google wants to streamline email with "Inbox."

SAP: Better Than All The Rest
SAP's CEO wants you to know -- SAP's better than you.

Study: The State of Always-On Marketing
Embrace new evaluation techniques to become AOM-Ready.
Download the Study

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Chaos in the Video Content Management Market

Enterprise video content management (VCM) doesn't really fit into enterprise content management (ECM). So it's not all that surprising that it has now developed its own space, however chaotic that may be.

According to Gartner’s latest Magic Quadrant for Video Content Management, the video content management market is immature. But it is developing rapidly, driven by parallel technologies like customer relationship management (CRM), enterprise collaboration technologies and e-commerce. And companies like Qumu, Panopto and Kaltura are leading the charge.

Sooner or Later We'll Learn How Smart Jeff Bezos Really Is

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Shareholders are getting increasingly impatient with Amazon and its casual attitude toward profits. The company just delivered a disappointing earnings report that surprised the Street -- even though Amazon warned in its last report that the third quarter would be grim.

The numbers, which we will get to in a moment, are almost beside the point. There are larger issues at stake as the shareholder disgruntlement against Amazon grows.

As its losses mount, will Amazon be forced to stop making myriad — and expensive — investments in other companies and technologies and settle down to business, namely its e-commerce empire?

Or will shareholders be proved wrong about their growing ire over Amazon's investment spree?

Or, to put it in its most stark terms: will Jeff Bezos' vision for the company, no matter how seemingly schizophrenic right now, be proved correct in the end?

How to Make Boomers, Millennials and Everyone Else Get Along

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There are a lot of stereotypes about today's workplaces, including the unsubstantiated notion that you have to be in your 20s to understand today's technologies

But all those misperceptions are taking their toll. 

All is not well in today’s multi-generational workplace. Tensions are brewing between age groups, according to a Harris Poll survey on behalf of Ricoh Americas Corp., a global technology company.

Consumer Packaged Goods: Stay Ahead of the Digital Marketing Curve

2014-24-October-Serpentine-Benches.jpgFor many years, consumer packaged goods (CPG) marketers didn't have much need to be on the cutting edge of digital innovation. But this is no longer the case, as the CPG industry now leverages digital technology to its full capacity. In areas such as mobile commerce and mobile measurement, it’s even ahead of the curve. And we’re continuing to move in the right direction: eMarketer projects that US CPG digital ad spending will top $4 billion in 2014 -- proof that the package goods industry has recognized the competitive edge entering the digital age gives marketers.

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