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Customer Experience Management (CXM) Articles

How to Engage Affluent Consumers

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With holiday spending in full swing, companies that are best able to engage affluent customers, especially online, will no doubt be a lot jollier than their competitors. In fact, according to a report on affluent audiences, online purchases by those with larger incomes have risen significantly in just the last year.

So, what’s the secret to getting (and keeping) the attention of affluent customers long enough for them not to abandon their online shopping carts?

From paid ads to guest blog posts, we gathered some great tips on the subject from four digital experts willing to share their ideas.

How a Juggler is Shaping the Future of the Internet

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Boris Veldhuijzen van Zanten is a serial entrepreneur, blogger, speaker — and a guy who likes to "link to things that inspire me or make me laugh."

What else would you expect from a man who went to the circus school when he was 15, and once, in 1987, held the distinction of being the only person in The Netherlands who could juggle 7 balls?

He's also co-founder and CEO of The Next Web (TNW), a company that manages several initiatives focused on international technology news, business and culture. More recently he startedTwitterCounter.com, which he describes as a combination of Feedburner and Google Analytics for Twitter.

Starting companies is apparently something the Amsterdam-based businessman just likes to do. In 1997, he launched his first company, V3 redirect services, a redirect service that was acquired by Fortune City in 1999. In 2001 he founded HubHop, a WIFI hotspot service, which was acquired by the Dutch telecom operator KPN.

Since he has started several projects and companies in addition to The Next Web, including TNW Conference and Fleck.com.

Q4/Q1 Planning: Top Marketing Technology, Social Business Conferences & Events (03-Dec-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.)

You're Invited: Website Redesign - Strategy First, Tactics Second

Join CMSWire and Ektron on December 16th for a one-hour webinar on defining your brand and retaining customers through your web presence.


> Register Now

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What's New in Microsoft Dynamics CRM 2015

Last month, Microsoft promised the quick release of Dynamics CRM 2015 for cloud and on-premises. Sure enough, it made good on its promise Dec. 1 with the release of both Dynamics GP 2015 and an update to its enterprise resource planning (ERP) solution, Dynamics AX 2012 R3.

For digital marketers. the focus of this announcement will be the CRM release — which brings the Cortana voice-command technology to the CRM software for the first time.

Marketer, Meet Commerce Expert

2014-03-December-Meeting.jpgWe've established the importance of a strong collaborative relationship between marketing and IT. As we approach 2015, it's time to highlight another relationship that will become equally important in the year ahead: a strong partnership between marketing and commerce teams.

Commerce experts today are laser-focused on implementing the best platforms and portals to facilitate online transactions safely and securely. Meanwhile, marketers concentrate on telling strong brand stories to increase sales and build customer loyalty. While both teams have similar goals when it comes to increasing a company’s business, their efforts are often siloed. They don’t realize the benefit of integrating efforts closely in order to create bottom-line business impact.

Has Personalization Hit a Dead End in CX? #Gilbane

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BOSTON -- Martha Elliott started to catch on through her bank's home page. Each time she logged on, the home page included images of African-Americans. 

Elliott is African-American.

"I didn't like it. I like diversity," the technologist told CMSWire today at the 700-registrant Gilbane Conference at the Boston Renaissance Marriott Hotel. "I want a bank that's diverse."

Instead, she got some back-end personalization she felt was "disingenuous." Pretty much the opposite of personalization, right?

What's New in December for Open Source CMS

It's a big day for Skien, Norway-based eZ Systems, which released the latest version of its flagship open source content management system this morning.

The company describes the new release, eZ Publish 5.4, as more agile, more powerful and easier to learn and use than previous versions. Just as significantly, it's the last of the current 5.x generation.

"With 5.4, we’ve carved out a clear path to upgrade to our next generation, which will definitely be a release you should consider upgrading to, whatever your plans are," Roland Benedetti, Chief of Product and Marketing at eZ Systems, noted in a recent blog post.

The next generation platform will replace the legacy kernel with a new kernel and new APIs and advance the Symfony framework introduced in eZ Publish Platform 5.x. It will also offer a new user interface that Benedetti claims will provide "a significantly improved user experience to anyone working with content."

Forrester: 2 Lead the Pack in DAM for CX

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In a flooded market for digital asset management (DAM), Forrester Research has named two leaders.

OpenText and ADAM Software lead the pack in Forrester's Wave for Digital Asset Management for Customer Experience for the fourth quarter of 2014.

The DAM market is growing because these solutions "help marketers and eCommerce pros address media management challenges like video management, globalization/localization, rendition management, analytics tied to the content level and content creation workflows."

Leaders stand out in usability, strategic vision and direction, workflow and globalization/localization.

The High Cost of Sales-Marketing Misalignment

2014-01-December-Lindy-Hop.jpgIt’s almost 2015, and we have a lot of things now we never thought we’d have: computers we can wear on our wrists, movies and television shows delivered to devices in our pockets, and the ability to print three-dimensional objects from computer files.

So why is it still so that, in this era of human accomplishment, many businesses can’t manage to get sales and marketing together?

The Continued Decline of the Homepage

Google is your new homepage. Every page you have is a homepage for someone. We must think beyond the traditional homepage.

This Tech Worker Has the Best Chief Title. Ever.

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Meet Firas Raouf. Chief Something or Other of Xink.

Seriously. That's his title.

And we love it.

The tech executive of the Boston-based email signature management and campaign tool took the title basically to prove this point: He doesn't need one.

Nor does anyone in his company. They need to get stuff done and sell product -- and not worry about who's named what.

"We want to be innovative," Raouf said of the 12-employee company, whose roots date back to 2007. "We want to break away from the norm of the past. We are a virtual company with employees spread over multiple cities and countries. We all wear multiple hats, and we all collaborate to get what needs to get done, done. We wanted our titles to be non-titles. There is no hierarchy."

For Google Algorithms to Mobile Insights, Digital Marketers Give Thanks

2014-26-November-Thank-You.jpgWith some $13.1 billion in sales expected over this long Thanksgiving weekend, brands and marketers have much for which to be grateful. With CyberMonday starting off the following week, digital marketers have additional reasons to give thanks.
 
In the spirit of the holiday, CMSWire took its own informal survey to quantify, what exactly, people most appreciate.
 
From the goofy to the incisive to the obvious-but-still-needs-to-be-said, we give you eight things about which digital marketers are thankful. 

Thankful for Louis Prima, Customer Honesty, Personalization and More

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Family and health. Are there any more reasons to be thankful this time of year?

Um, yes.

OK, the first two are the most important. But I gotta say, I'm starting to be more and more thankful for other things. The ability to switch from rapper Pitbull's Pandora station to trumpeter Louis Prima's in seconds. The new Taco Bell breakfast menu (no shame here; it's delicious). And the San Francisco Giants giving my beloved Red Sox good players.

Techies are feeling thankful this time of year, too. So are digital marketers, as you'll see in another story published here today. We caught up with some tech managers and CEOs about what's making them thankful this year:

Pushing the CIO and CMO Closer Together

2014-26-November-Closer.jpgIn years past the chief marketing officers and chief information officers had their own discrete functions to perform within the company -- with the twain rarely having to meet.

Clearly that is not true any more as digital marketing becomes a larger and larger component of a company's overall marketing operations. Despite this trend, CIOs and CMOs have not moved to anything approaching true collaboration, according to the findings of a Forrester/Forbes Insights survey. While progress has been made in establishing foundational aspects of trust, organizational skills and process, it concludes, "bold leadership is needed to turn this initial work into client results."

Focus Your Content Marketing on the Digital Dialogue

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To stand out and be relevant in the digital world, you need content. Sounds simple, but the reality is very different. According to the Content Management Institute, marketers in businesses both small and large face challenges that range from producing sufficient quantities of engaging content, lack of integration across marketing, budget restraints, insufficient executive buy-in, limited measurement capabilities and skillset shortages.

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