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Customer Experience Management (CXM) Articles

Wharton Professor Focuses on Strong Brands, Happy Customers

Connecting with Bill Sobel

Barbara Kahn knows a thing or two about marketing. In fact, it helped her earn a unique claim to fame: The former English lit major is ranked as one the best business school professors in the world according to Poets & Quants, a social network for MBA candidates.

Kahn is the Patty and Jay H. Baker Professor of Marketing and director of the Jay H. Baker Retailing Center at The Wharton School at the University of Pennsylvania. She also spent three and a half years as the Dean and Schein Family Chair Professor of Marketing at the School of Business Administration, University of Miami in Coral Gables, Fla.

An internationally recognized scholar on variety seeking, brand loyalty, retail assortment and consumer decision making, she is also a prolific author. Between 1982 and 2006 she was the world's seventh most published author of articles in the most prestigious marketing journals. She wrote Global Brand Power: Leveraging Branding for Long-Term Growth and co-authored the book Grocery Revolution: The New Focus on the Consumer.

Transforming Social ROI From a Myth Into Reality

Transform Social Marketing ROI From a Myth Into RealityHere’s a question I still get way too often: “What’s the ROI of social media?” It’s usually a B2B marketer that’s doing the asking, someone seemingly resigned to spending valuable time and resources on social media without really understanding why. Or it's a marketer that totally gets the value of investing in the company blog, Twitter profile and LinkedIn groups but still needs help convincing their “old-school” CMO or CFO that investing in social media is worth it. 

Aren’t we marketers now experts at calculating the return on all our online marketing initiatives? Why is social media such a tough nut to crack?

Celebrate Connectivity: It's Internet of Things Day #iotday

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Four years ago, Dana Blouin was working as a network technician at a communications company in Rhode Island. Today he's working on a PhD in Thailand, conducting research on the Internet of Things (IoT).

His radical lifestyle change underscores just how big of a thing the Internet of Things really is — a fact that's especially appropriate to recognize today, the fourth annual Internet of Things Day.

The IoT is going to going to change everything, Blouin said.

"When the opportunity to do research on the Internet of Things presented itself, I knew I had to jump on it. The writing is on the wall: the IoT will impact the world just as much if not more than the Internet itself. I wanted to be part of that, and now that I am, I can't imagine doing anything else," he said. 

Blouin, a CMSWire contributor, is conducting research at the Sirindhorn International Institute of Technology (SIIT) at Thammasat University on low power IPv6 wireless networks — small sensors that can communicate reliably with Internet enabled devices.

"It's an exciting time," he said. "Once devices start working together on common platforms, the rest of the pieces of the IoT will fall into place and we will be living better for it."

Q2 Planning: Top Digital Marketing, Social Business Conferences & Events (9-Apr-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.)

Featured Webinar: Deliver Best in Class Mobile Customer Experiences
Mobile accounts for almost 40% of daily media interactions. Deliver the best experience possible.
> Register Today

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Microsoft 'Can't Fail' in Marketing

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Microsoft Dynamics Marketing is like a baseball team holding a 7 to 1 lead in the final inning. Throw strikes, worry about the batter only and make the routine plays.

That's all the team in the field needs to do to win the ballgame. And its all that Microsoft has to do to win in marketing when it takes the field this quarter, according to an industry analyst.

"If it carries through on the execution of getting Dynamics Marketing to market, packaging it wisely in bundles with Dynamics CRM and enabling its channel to sell it, it almost cannot fail to succeed," said Matt Mullen, 451 Research's senior analyst with the social business practice.

Turn Your Smartphone into a Lean, Mean Marketing Machine

Have you ever wondered how some corporate Twitter accounts make customer engagement look so effortless? Or how a marketer seems to be posting meaningful updates on Facebook while speaking at a user conference at the same time?

Hackers Use Viral Videos to Attack B2B E-Commerce Site

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You probably never thought about kittens, zombies and porn in the same breath — and the imagery gets even weirder if you throw the words "B2B e-commerce" into the mix.

But everything is possible on the Internet: even a distributed denial-of-service (DDoS) attack that employed an apparently unprecedented technique to cause thousands of online video viewers to unwittingly bombard a target website with junk traffic.

According to researchers from Web security firm Incapsula, the attack last Wednesday resulted from a persistent cross-site scripting (XSS) vulnerability on one of the biggest and most popular video sites on the web.

Incapsula co-founder Marc Gaffan declined to identify the site, but told CMSWire it ranks among the top 50 websites in the world by traffic based on statistics from Amazon-owned firm Alexa. That seems to narrow it down to one of two sites: Youtube.com — the third largest — or Xvideos.com — the 44th largest.

Someone capitalized on viral videos of something like cute cats … or maybe sex kittens … to surreptitiously turn website visitors into “DDoS Zombies” — in the hope of taking down an unidentified B2B e-commerce site.

You can't make this stuff up.

SaaS vs. In-House DAM - Which is Right For You?

The choice between cloud-based and in-house DAM used to be easy. Between the high cost of cloud storage and bandwidth, and the limited capabilities of SaaS (software as a service) solutions -- the argument for in-house DAM was clear.

Cost is no longer the sole determining factor. Cloud computing and storage costs have lowered in the last few years, making SaaS a viable choice for many organizations. SaaS DAM vendors have responded to customer needs by offering new features and functionality that directly compete with the capabilities of in-house solutions -- such as integration tools for social media -- which places them squarely on the competitive playing field.

Reporting for Duty at Bloomfire: New CEO Bob Zukis

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Want to watch someone walk their talk? Then keep your eyes on Bob Zukis.

Zukis is the author of Social Inc., a book that claims Business is the next social opportunity — and it's worth trillions of dollars.

Beginning this morning, he’ll have a chance to prove it when he takes the helm at Bloomfire, a start-up that aims to revolutionize the Enterprise through its knowledge sharing and social collaboration platform.

For those who aren’t yet familiar with Bloomfire, it was launched nearly two years ago at SXSW in Austin, Texas, where the company also happens to be based.

Inside Marketo's New Customer Experience Platform #mktgnation14

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Marketo itself admitted that it's not the only marketing software company talking about real time personalization, one to one interactions and customer experience programs.

But it claims it's the best choice for companies that are looking for a marketing platform with those capabilities. Better than Oracle, Salesforce, Adobe and anyone else in the space.

At the Marketo Marketing Nation Summit in San Francisco this week, the 500 employee San Mateo, Calif. based marketing software company provider unveiled it's new marketing platform.

"We think everybody needs a customer engagement platform, and we think we happen to have the best," said Jon Miller, vice president of marketing content and strategy and a Marketo co-founder. "Moreover, we want to be the company that will define what you need to have in a customer experience platform."

5 Minutes With Irina Guseva

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Inside the content management universe, there are vendors who promote their technologies, customers trying to pick just the right one and analysts who try to bridge the gap.

One of the most colorful analysts in the enterprise information management space is Irina Guseva, senior analyst for the Real Story Group and an occasional contributor to CMSWire.

Starting her career as a broadcast, print and online journalist, she later worked as a web CMS practitioner and industry consultant. In all, she has more than 15 years of experience with content technologies -- a very long time in an industry that evolves so rapidly.

In the first of a new feature for CMSWire, we asked Guseva five questions to take her pulse on the state of the industry.

TapSense Mobile Ad Guide Helps Clear the Fog

For marketers struggling to keep up with the fast-changing mobile ad landscape, help has arrived: TapSense just updated "A Complete Guide to Mobile Marketing."

The third edition of this handy manual has been expanded with tips on strategies, business and native ads. It is quickly becoming the go-to guide for mobile ads.

For example, there are tips about native ads for mobile, an environment where native ads are arguably better suited because of the limited screen real estate. Those ideas include selecting a native format that works best for your product, tapping into demand on real-time bidding marketplaces, and being sure to label sponsored content clearly, if not for any other reason than the fact that the US Federal Trade Commission is watching.

Bizo's B2B Marketing Solution Targets Anonymous Site Visitors

No one does this. 

That is Bizo's claim on a new tool that it says defines a new era of marketing automation beyond the email inbox. The unique part?

Marketers have the ability to nurture their anonymous website visitors that have not yet provided an email address. It's a patent-pending Multi-Channel Nurturing solution that Bizo says helps B2B marketers use online display and social ads to engage known prospects and convert anonymous website visitors.

Reinventing Retail for the Omnichannel Era

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Retail represents a big chunk of the US economy. It contributes $2.5 trillion to the nation's annual gross domestic product, according to the National Retail Federation. So it's no surprise that there's so much interest in the quickly evolving, multichannel retail climate, as evidenced by events like the First Annual Symposium on Omni Retailing.

Held last week at the Fashion Institute of Technology in New York City, the symposium examined how fashion retailers are creating seamless customer experiences across channels. Organizers described it as "a forum and think tank" for retail business leaders to discuss best practices for future implementation of omnichannel retailing strategies.

Peter Nordstrom, executive vice president and president of merchandising at Nordstrom, presented a compelling keynote that addressed cross-channel convergence from his company’s perspective. Additional Speakers included Jean-Marc Bellaiche, senior partner and managing director at The Boston Consulting Group; David Cox, a global business manager for Microsoft's relationship with Bank of America, and Katia Beauchamp, one of the three co-founders and co-CEO of online retailer Birchbox.

"We help consumers discover products they didn't even know they wanted," Beauchamp said.

Changing Your Website? Answer These 4 Questions First

Want to make big changes to your web presence? The first step should not be to develop a request for proposal (RFP) to select a new CMS or an integration partner or both. First you need to answer four questions.

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