Customer Experience Management (CXM) Articles

New research published by Adobe and Econsultancy in the Quarterly Digital Intelligence Briefing shows that most enterprises now believe that web content management systems need to go beyond the traditional task of managing information. Instead, most believe that their Web CMS should be also be offering customer experience management.

Google has announced a new YouTube Analytics API which is designed to give more insight into viewer trends through “patterned data.”

To say that living without cash has been the stuff of legend would be an exaggeration … but only a slight one. And the reality may come sooner than we think.

From the VEI report on online events

If you’re attending online events more often, welcome to the club. A new survey finds that about two-thirds of online event producers say their attendance has increased, while only about 10 percent report lower online attendance.

Winning is at the heart of strategy. Strategy has its roots in military thinking and the art of war is the art of winning.

The Best Customer Experience
New research from Forrester has determined that good customer experience trumps price when it comes to creating loyal customers. While you can't ignore price, make sure you are meeting the customer's needs first.

The Real Value of a Social Intranet
Social Intranets support the creation of quality work and knowledge sharing. In other words, social intranets cultivate high performers. That's something the traditional intranet could never do.

Getting Cloud-Ready
It's official, Yammer has joined the Office 365 team, bringing Microsoft's 3 key cloud services under one wing. EMC announced a cloud-ready version of Documentum and Dell updates its Boomi cloud integration platform. Should we take bets on what's on tap for next week in cloud?

Most Popular

• Forrester Report: Good Customer Experience Trumps Price for Loyalty
• Gartner's Magic Quadrant for Lead Management: Marketo, Oracle(Eloqua) Dominate
• The 7 Vital Rules for Ensuring Users Adopt and Love your SharePoint Implementation
• Use Customer Journey Maps to Combat Self-Centeredness
• Adobe Creative Suite Going Saas, No More Perpetual Licensing

Editor's Picks

• SAP: 'Internet of Things' is Future of Information Management, Smart Cities
• 5 Things You Should Know Before You Migrate to SharePoint Online
• How Social Intranets Cultivate High Performers
• Discussion Point: Gamification & Unhealthy Competition
• The Digital Analytics Center of Excellence Dream Team 

Around the Web

• Social networks will displace business processes, not socialize them
  
• What a Flexible Workplace Has to Do With Trust and Creativity
• Start Changing Your Organisation’s Culture Using Storytelling & Startup Techniques (video)
• Digital Media Marketing Expertise Rendered On the Fly
• The Mother Of All Marketing Opportunities, Literally

Featured Events (all events | post your event

• May 14 -- 2013 CMS Expo Learning and Business Conference
• May 14 -- Webinar: One-to-One Marketing Made Easy with Big Data
• May 22 -- Tweet Jam: Understanding & Implementing Customer Journeys #CXMChat
• May 29 -- (CMSWire Webinar) How Social Business Tools Are Accelerating Sales & Marketing
• Jun 17 -- E2 Conference Boston 2013

Featured Jobs (all jobs | post your job)

• Project Manager in Ohio at Hyland
• Mobile Core Engineer in Boston at Cloudant
• Director of HR in San Diego at Tealium
• Senior Sales Consultant in Texas at Keste
• Vice President of Client Services in Atlanta at Synacor

This week brought us some very interesting articles related to our month long theme on Customer Journeys. In the world of Social Business we took a look at social intranets and what the future holds for enterprise portals, while over in Information Management we learned the five things you should know before making the move to SharePoint Online.

It can’t be said often enough: the companies who use data the best will win the future. 

Consero Group LLC -- 2013 Customer Experience Data Survey.

The customer experience, it's not just a passing thought in digital marketing, it’s a core focus as seen from the countless products dedicated to improving it, which include this week's marketing briefs.

Salesforce has purchased startup Clipboard, which provides a Web content clipping and social bookmarking service.  

Customer journeys are nothing new, but understanding the paths that customers take while interacting with your brand has become more complicated. How do organizations use customer journeys to improve the customer experience? Is customer journey mapping still possible with the proliferation of channels and access points available? Join us for this month's Tweet Jam to discuss these issues and more.

Social media moves pretty fast. Here’s some news you may have missed this week.

Via social media and other channels, marketing has become a conversation. But what is the customer saying? A new report from the Aberdeen Group attempts to find out. 

For all the effort that goes into making some of the awesome YouTube content, the cents from advertising support, even in video form, look increasingly small change for many. The service's new subscription channels could shake up how top content producers work, but content creators have many issues to consider. 

It’s the “end of advertising as we know it.” That’s the conclusion of David Jakubowski, CEO of media intelligence company Aggregate Knowledge (AK), whose new report points to the ways in which analytics are resulting in better reach and more sales for digital advertisers. Or, as the report puts it, referring to the hit cable TV series about the ad business, it’s “math men meet mad men.”