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Customer Experience Management (CXM) Articles

Is Sprinklr Finally 'Satisfied' With Its Latest Acquisition?

Sprinklr put its acquisition shovel to work again.

The New York City-based provider of social media management tools scooped up San Francisco-based customer care provider Get Satisfaction today. This is Sprinklr’s fifth acquisition since the beginning of 2014 and follows a series funding valued at greater than $1 billion.

Get Satisfaction joins social community software provider Pluck, influencer advocacy company Branderati, paid social company TBG Digital and brand analytics provider Dachis Group as Sprinklr acquisitions in the past 14 months.

All told, the six-year-old provider now climbs to more than 750 employees, 850 brands and 400 clients. Financial terms were not disclosed.

Rahul Sachdev, CEO of Get Satisfaction, and Jeremy Epstein, vice president of marketing for Sprinklr, caught up with CMSWire after the provider's fifth acquisition in just more than a year.

Sprinklr is accelerating its social consolidation strategy to help brands improve customer experience, they told CMSWire.

Dachis Group brought brand health data and analytics into the fold, TBG Digital enabled a paid social offering within the Sprinklr platform, and the acquisitions of Branderati, Pluck, and Get Satisfaction are bridging the gap between first- and third-party brand experiences, they explained.

News You Can Use: Act-On, ON24, Bynder, HubCast, More

The latest in rules of acquisition, integrating, combining, strategizing, improving and optimizing from the Golden Gate City, the 416, Manhattan on the Maas and the City on the Hill, Space City and the Next America.

Where You Need to Be in Coming Weeks (8-April-15)

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.)

RSG Webinar: Making Sense of the Collaboration Tool Landscape

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These 7 Companies Excel in Customer Experience

Everyone claims to be the leading customer experience (CX) vendor. But the Temkin Group has taken the subjectivity out of the debate.

The Waban, Mass.-based CX research firm just named seven firms the winners of its 2015 Customer Experience Vendor Excellence (CxVE) Awards. (Drum roll, please.) Confirmit, Clarabridge, NICE Systems, Qualtrics, Rant and Rave, ResponseTek and Walker take the honors.

Digital Agency Rebrands to Become More 'Connective'

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Jeff Cram said the 18-year-old web content management and digital experience agency he co-founded is known as a straight-shooter.

How's this for straight talk: Vendors spin a lot of BS about customer experience and digital marketing, he said. Personalization, a 360-degree view of the customer, on and on.

When you look under the hood, he said, the tech doesn't always work.

"But why not?" the co-founder of the agency that just today rebranded as Connective DX told CMSWire in an interview. "This is 2015. This should be working better from our point of view. And it's not on the agencies or the MarTech vendors. It's on the organizations to own this. And there is not enough focus on what this all really means and there's oftentimes not enough commitment internally to see that through."

Portrait of a Chief Data Officer

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Want to find the perfect Chief Data Officer? Look for an empathetic big brain to harness the power of big data for your business. Here’s why.

Can DOZ Help You Find the Best Local Marketers?

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The DOZ online marketing platform allows organizations to go to the bullpen and get a relief for their marketing campaigns.

(It's Opening Day. We couldn't resist).

So what does it really do?

DOZ, a product of Lyon, France-based Capseo, claims it can help any website reach audiences in foreign markets through automatically curated and localized marketers.

It helps small and medium size businesses access marketers on-demand and launch online marketing campaigns. The platform launched in 2013.

In a vast marketing technology landscape, DOZ enters the mix and offers up actual marketers -- and marketing campaigns.

"Other platforms connect businesses and agencies with freelancers, but the quality of the work is rarely guaranteed and the freelancers bid against each other in a race to the bottom," said Anji Ismail, CEO and co-founder of DOZ.

"Sure, it’s cheap and it’s even sometimes good, but it’s rarely great. DOZ has curated a network of marketing experts that now numbers more than 5,000. All must provide proof of their abilities and expertise, and all are vetted before being assigned tasks by DOZ’s matching algorithm."

Which of the 3 Personalization Types Are You?

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The approaches to personalization number almost as high as the number of businesses out there. Organizations vary wildly in the ways they optimize and personalize experiences for every customer, product and expectation. 

And the differences aren't just industry-to-industry. Take a look at retail -- what I'd argue is the pioneering industry when it comes to digital personalization -- the differences are remarkable.

Where a brand falls on the personalization spectrum depends on technology adoption, brand and commerce priorities, digital maturity and executive support. But in my conversations with brand leaders, marketers, consumers and data scientists, I've come to recognize three distinct approaches to personalization which we'll break down into personas: 1. The Reliable Recommender, 2. The Loyalist Lover and 3. The Progressive Personalizer.

So where does your brand fit?

Discussion Point: What's the Core Function of a CMO?

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Picture members of the average C-Suite 10 years ago, all gathered around a big conference table.

Where would the chief marketing officer be? Probably outside on the front lawn. 

The CMO was the branding person, pushing out messages — hoping something would stick. 

Of course, that's changed today. CMOs are -- or at least will be -- true revenue drivers. 

They've already made their mark, even though some may not fully trust them yet.

How do CEOs view CMOs? We caught up with three company leaders last week at the C-Suite Network Conference at the Westin Copley Hotel in Boston to find out.

Is Advertising Losing Its Appeal?

Are we reaching a point in society where advertising is being superseded by search engines and social media? 

Week in Review: Collaboration in Intranet Era + SharePoint Shakeup

Forrester's CRM Champs
The top-producing database platforms.

Customer Experience ROI 
Secrets to making most of your investments.

Mobile a Game-Changer
Social collaboration apps take turn for better.

Collaboration in Intranet Age
Your intranet can rock, you know.

EIM SharePoint Shakeup
Metalogix buys MetaVis.

Integration Realities
Key steps to get it done right.

How to Choose the Best CMS for Customer Experience 
A guide for both marketers and developers

Download Guide

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Analytics, Big Data and ... Hocus Pocus?

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Businesses that are scrambling to keep up with the quickly changing e-commerce world are turning to big data and analytics as important, if not primary tools. Collect enough data and apply complex analytical methods to it, the story goes, and you will find the answers you need to understand today and plan for tomorrow.

We’ve given these tools catchy names. Big Data Analytics (BDA) has an authoritative ring -- but the underlying disciplines haven’t changed in decades. Whatever we call it, analysis involves sampling what’s happening now and using statistical methods to derive trends that allow us to make changes to improve our results. If it doesn’t do that, it isn’t worth much.

In a BDA world, you grab every piece of data you can from your commerce, Web-based and otherwise, and then apply statistical techniques to it to tell you why your customers behave as they do and what they are likely to do if you change your approach.

What could be the problem? 

Does So Much #MarTech Make You Want to Scream?

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Listen to your customers. Innovate without restriction. Embrace marketing technology to bridge the gap between marketing and IT.

And then just throw up your hands and sigh. Or scream.

Because there are more products in more categories — from CRM and e-commerce to content marketing and sales enablement — than even the most perceptive marketing technologist can wrap her head around.

This was the reality that more than 1,000 participants grappled with at the two-day MarTech conference in San Francisco this week.

The marketing software vendor landscape is twice as big as it was last year. Gerry Murray of IDC, one of the conference speakers, estimated that the worldwide market for marketing software was more than $20 billion last year — and will grow to more than $32 billion in 2018.

But as we've told you before, bigger isn't necessarily better. And more choices rarely make the marketer's job easier, contrary to popular misconception.

How to Teach Your CRM to Think - and Learn from Big Data

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The problem with big data is, well, it’s big.

Even with the best CRM to record and organize every interaction with your customer, if you don’t know how to leverage that data, you could risk damaging the customer experience, and leaving money on the table.

But what if your CRM could take all of that data, extract exactly the information you need, and make recommendations to not only give the best possible solution to a service question, but empower sales staff to upsell and cross-sell with confidence? In short: What if your CRM could think?

Sounds like a tall order, but Guy Mounier, CEO of CustomerMatrix, says his company’s new enterprise cognitive system, Cognitive Intelligence Engine for CRM, does just that.

Can You Engage Customers Earlier in the Sales Cycle?

It's been a few years since Forrester Research came out with the eye-popping statistic that "buyers might be anywhere from two-thirds to 90 percent of the way through their purchase journey before they reach out to the vendor."

What's more, for many product categories, "buyers put off talking with salespeople until they are ready for price quotes."

But it wasn't until the last year or so that the customer relationship management (CRM) industry really took note of this trend and started making changes to its product sets and functionality. There were some exceptions, of course – and it's in this group that Demandbase chief product officer Avanish Sahai includes himself and his company.

"The question we are continually asking ourselves is how to raise the marketing funnel, " he tells CMSWire. "How can we better engage with the prospect in that part of the cycle, when buyers are so aggressively seeking out information but bypassing sales."

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