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Customer Experience Management (CXM) Articles

Discussion Point: Why Would You Buy a Proprietary CMS?

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As long as businesses churn content through the web, the debate between open source and commercial software will persist.

Who wins? Maybe neither.

Price. Support. Community. Vendor lock-in. Vendor lock-out. The debate won't end soon.

Today, we're keeping the conversation going.

Week in Review: In Brands We Trust + Hadoop Security Concerns

Trust These Brands?
Most consumers will agree.

Coke's Happiness Formula
Driving corporate trust and brand love.

Multitasking = Multiproblems
You're killing yourself for nothing.

Buy Me an ESN
And forget intranets.

Hadoop Security Fears
Should you be worried or not?

Out With the Information Managers 
Why we need more business people.

How Nikon Optimized Their Online Customer Experience 
Learn how Nikon redesigned and rebuilt their technology platform

Download Case Study

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We're All In This Together: Share Your Cybercrime Stories

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What's the best defense against cybercrime? Surprisingly, it might be a big mouth.

Sharing information about threats and risks is quickly becoming the expected starting point for any credible defense. And as proof, you need look not further than recent examples in the public, private and non-profit sector.

Think of what's happened in just the past few days. Congress has moved forward legislation that would encourage information-sharing in the financial sector. The retail industry has introduced a portal for this same purpose. And a security company has introduced a new product that uses shared information as its base.

It is quite the turnaround from a few years ago when such information was carefully hoarded. Back then, if an attack occurred, it was only reluctantly shared with customers and competitors.

A Data-Driven Look at the Open Source E-Commerce Market

Retail businesses are moving online in growing numbers. 

Compared to Q4 2013, last quarter’s US online sales rose 14.6 percent to a staggering $79.6 billion dollars. This accounted for 6.7 percent of the total US retail sales market. Major trends fueling this growth include the proliferation of mobile devices, faster online checkout flows and improved fulfillment practices.

The availability of open source e-commerce platforms is helping some offline business with the move online. Much like WordPress provides free, customizable CMS solutions, popular open source e-commerce platforms like WooCommerce, Magento and PrestaShop offer a variety of pre-built templates and plugins that DIY retailers can customize to build and grow an online business from scratch.

To get a feel for the size of this trend, here’s a current snapshot of the top providers and number of websites they power.

News You Can Use: Microsoft, Facebook, Zendesk, More

The latest in connecting, publishing, managing, chatting, targeting, offering and backing up from the Evergreen State, the Knickerbocker State, Don’t Call it Frisco, Tree City USA, Climate Best By Government Test, Bharat, the Baked Bean State and that Toddling Town.

Sales: A Star Player on the CMO's Team

2015-27-March-High-Five.jpgMarketing has changed -- we all know that. But the business goals remain the same: to acquire and retain customers.

Well into 2015, marketers are more than ever contributing to that goal by discovering new prospects, filling sales pipelines and driving revenue. Part of accomplishing goals and objectives means all departments within the organization work as a joined force. Most importantly, CMOs must ensure marketing is in lockstep with sales. 

CMS Vendors Partner on Open Customer Data Sharing Standard

What the web has always lacked is a reliable and secure way to identify you. 

Sure, there are ways for you to log onto services, and there are servers in the business of letting you borrow their login mechanisms. But that’s just for letting you in the front door. 

What about when a commercial site wants to know something about you?

CMSWire Tweet Jam: Defining 2015's CMO #CXMChat

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The Chief Marketing Officer's role has grown in both significance and complexity in recent years. As the expectations and demands on CMOs continue to evolve, what new challenges await them? What can they do to stay ahead of the curve? Find out this Thursday during our "Defining 2015's CMO" Tweet Jam.

Mobile Performance Anxiety? You're Not Alone

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What can brands do to improve customer relationships on mobile? And why is brand engagement on mobile so important? The answer is rooted in two unavoidable realities.

Customers today are mobile – an IDG Global Mobile Survey last year found that mobile device use is now ubiquitous. Eighty-five percent of 25-34 year olds and 91 percent of 18-24 year olds use applications and social networking sites on their smartphones.

And with digital media consumption on mobile devices overtaking desktops, the choice is black and white: engage with customers through mobile channels or become a relic of the past.

3 Reasons a CMO's Digital Projects Fail

2015-26-March-face-plant.jpgIf you’re a CMO, you know better than anyone how your role has transformed over the past few years. CMOs are no longer an advertising cost center, isolated within their organizations with accountability for secondary digital projects.

Today, they are full-blown digital players, charged with profit and loss and caring for the entire customer lifecycle. If your company has a digital customer-facing project underway, it’s a sure bet that the buck stops with the CMO.

Thanks Apple: You Made It Easier to Market Luxury Wearable Tech

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You don't even have to like Apple products to acknowledge the company is a master when it comes to marketing and branding. This is the company, after all, that is widely perceived as the one that produces products that consumers want — before they know they want them.

So now Apple has entered the smartwatch market.

And it should really knock everyone over with a feather to realize that the company has gone to great lengths to develop what it predicts will be a market trendsetter, packed full of features and design refinements unseen in earlier smartwatches.

Meet the Top Brands Consumers Really Trust

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Bruce Temkin thinks it all comes down to a matter of trust.

Over the past five years, he's evaluated thousands of brand perceptions and distilled them all into his company's Temkin Trust Ratings.

Brands that earn trust do so over time -- with consistent customer experiences, he said.

"Trust is built up over time based on the experience that consumers have with the company," said Temkin, customer experience transformist and managing partner of the Waban, Mass.-based Temkin Group.

"The top companies are really good at meeting their brand promises. That's why the companies at the top of the list have employees that understand and are bought into the company's mission and its brand promises. They're committed to earning the trust of customers. They tend to do really well in our Temkin Experience Ratings as well, showing that they deliver great customer experience."

Q1/Q2 Planning: Top Marketing Technology, Social Business Conferences & Events (25-Mar-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.)

You're Invited: 7 Ways to a Competitive Advantage with the Cloud

Join CMSWire and OpenText with Guest Speaker Forrester Research on Mar 26th for a one-hour webinar on using the cloud to move faster and overtake the competition.

> Register Now

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I'm Not the Dammed Newbie Here

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There are few aspects of my professional life that I enjoy less than evaluating enterprise software. Granted, my company sells enterprise software, and I’m in charge of marketing it, so I get the irony here.

But while enterprise software vendors increasingly focus on user experience, we are sorely deficient in prospect experience.

The problem starts like this: I make contact and explain my interests (usually in detail), and then schedule a meeting with someone I presume to have experience with the software. Knowing that everyone’s time is valuable, I do my homework. I do research. I prepare a list of questions. If my questions involve anything more than the basics, I send them ahead of time, just to make sure I give my sales contact the time needed to prepare.

And then comes demo day.

Are These Vendors the Best at Social Media Monitoring?

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Social media marketing can be a lot like email blasts. Send out something, and see if it sticks

We're still in early days here. Many digital marketing teams, especially B2B, still search for that "gotcha" in social media marketing.

"One of the difficult things about using what I call flat metrics as a barometer for success is that there isn't often an actionable next step," said Erin Robbins O’Brien, chief operating officer at San Francisco-based GinzaMetrics, which just released a social intelligence suite. 

"For instance, a tweet receiving a high volume of retweets is often not analyzed for how it worked, who it worked for -- in terms of audience segmentation/persona group -- and if it would have worked on other channels or just Twitter. This means marketers aren't able to harness the good and fix the bad as easily."

Vendors claim they make these fixes. And where there are vendors, therein lies software rankings.

G2 Crowd, the Chicago-based crowdsourcing platform that provides user-review based reports on business software, released its Grid for Social Media Monitoring today. At least 10 users must have submitted reviews/ratings on a vendor for it to be mentioned in the report. The report looks at customer satisfaction (based on user reviews) and market presence (based on market share, vendor size and social impact).

How accurate are they? Like any reviews, take them with a few grains of salt.

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