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Customer Experience Management (CXM) Articles

5 Predictions About Marketing Technology

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Two decades ago, a spunky little start-up called Netflix indirectly gave a big boost to marketing technology.

"This tiny company was spending more than half of its engineering dollars building its own tools in-house for marketing automation," recalled Ashu Garg, general partner at San Francisco, Calif.-based Foundation Capital, an early Netflix investor. "We thought that made no sense. Since most companies can't afford to spend that much money on engineering tools, we thought 'why don't we invest on companies that do this?'"

About a dozen marketing technology investments later, Foundation Capital is very much invested in the MarTech space.

And it's a space the VC firm predicts will undergoing "radical transformation." In 10 years, in fact, it predicts it will be worth $120 billion yearly.

"It is a shift to an all-digital world," Garg told CMSWire. "All advertising will be digital by the end of this decade. The role technology plays in marketing is changing dramatically because of the opportunities."

What You Need to Know About Tech Jobs and What They Pay

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There are 6,513,236 tech industry jobs in the US, provided by some 452,303 companies. The tech industry's payroll is a nice $654 billion, with the average wage clocking in at $100,355, compared to a $49,611 average private sector wage overall.

That's just some of the data in a recently released report from CompTIA, called Cyberstates 2015: The Definitive State-by-State Analysis of the U.S. Tech Industry (registration required).

Week in Review: Get Better at SharePoint + ECM, WCM Partnership

EMC, Meet Hippo
WCM and ECM providers form a partnership.

Back to Basics for Web CMS
It's time to cut through the chaos.

Community Management Analyzed
Managers still suffering from lack of money.

Collaboration Trends
The pulse of today's collaboration tools.

Big Data for All
Geeks and non-geeks: Microsoft wants you. 

Increase SharePoint Productivity
Simple steps to raise SharePoint productivity.

Selling the Story: The Content and Commerce Combination 
A look at trends sweeping over the commerce landscape

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8 Tech Trends You Need To Know

Digital. Analytics. The cloud. The renaissance of core systems. The changing role of IT within the enterprise.

What do they have in common? They're the five macro forces that continue to drive enormous transformation, according to Deloitte’s recently released sixth Technology Trends report.This year's annual report digs into eight current technology trends, ranging from the impact connectivity and analytics are having on digital marketing to the evolving role of the CIO.

Within the next two years, "each of these trends could potentially disrupt the way businesses engage their customers, how work gets done, and how markets and industries evolve," according to Deloitte's CTO Bill Briggs and Craig Hodgetts, US National Managing Director, Technology.

B2B Marketers: It's Time to Adapt, Be Brave, Embrace New Ideas

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Stephen Liguori wears multiple hats. He's the CEO and founder of his own consulting firm, an adjunct professor at Columbia Business School and former executive director of Global Innovation and New Models at General Electric.

He's also the global chairman of the 90-year-old Business Marketing Association, which made news late last year when it became a division of the Association of National Advertisers. The Business Marketing Association has 2,500 members in B2B marketing. The Association of National Advertisers, which has more than 630 member companies, represents business-to-consumer marketers.

CMSWire caught up with Liguori this week to get his take on the state of marketing — the good, the bad and the chaotic.

News Bites: Interact Intranet, Act-On, Gleanster, Pantheon, More

The latest in rethinking, premiering, joining, developing, expanding, routing, building, raising and consumerizing from the Tron, San Ho, the Workshop of the World, Letland, the Mother of Rivers, SF and Home of The Robins.

LinkedIn's Connected: A 'Selectively Useful' App?

LinkedIn has extended the functionality of an app designed to help you stay in touch with your network to Android users. The Connected app debuted on iOS in July.

The professional social network boasts the app is a "fast, easy and smarter way" to strengthen your professional relationships and get "relevant updates" about the people you know.

But Kamal Ahluwalia, CMO at Apttus, was less enthusiastic. "It's selectively useful," he said.

Jadu Claims Its Latest Update Will Disrupt the CRM Space

A Leicester, UK, web experience management provider has launched a cloud-based case management system that its CEO claims will disrupt the "the large IT CRM space with a secure cloud platform that is built around users and people.”

Jadu, founded in 2001 on the Jadu CMS platform, just released Jadu Q, a Software-as-a-Service (SaaS), multi-tenant product for managing the customer experience. Company officials said it includes strong collaboration capabilities with a focus on customer retention. It also includes a full messaging system and time-based ticket and enquiry management functions.

The new offering "provides the end user of a service with the ability to manage and present their case proactively," Jadu CEO Suraj Kika told CMSWire. "When customers make complaints, applications or 
requests online it is normally a ‘fire and forget’ exercise. Q gives the customer access to a portal where they can requests updates, upload ‘evidence’ and see the case unfolding."

Paul Sagan: The Trick Is to Understand What Customers Want

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The fact that Paul Sagan is a very smart guy shouldn't surprise anyone. It runs in the family: He's a second cousin of the late Carl Sagan — the astronomer, cosmologist, astrophysicist and astrobiologist. 

A pioneer of the broadband and digital media industries, Paul Sagan is a three-time Emmy Award winning newsman who helped build Akamai Technologies into an S&P 500-listed tech giant. 

He joined Akamai in October 1998 as employee No. 15 and Chief Operating Officer, became President the following year, and joined the Akamai board of directors and became CEO in 2005. He held that post until he became Executive Vice Chairman and was succeeded as CEO in 2013 by Tom Leighton, the company’s Co-Founder and Chief Scientist.

Today, in addition to his role as Vice Chair of the Akamai board, he's Executive in Residence (XIR) at General Catalyst Partners, a Cambridge, Mass.-based venture capital firm that makes early stage and growth equity investments in rapidly growing companies.

The State of the State of Community Management Report

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The Community Roundtable released its first State of Community Management (SoCM) report in 2010. And in the ensuing five years, the report (and the discipline that it covers) has matured from a collection of disparate practices to a set of measurable competencies with proven business value.

While many community managers still face challenges identified early on -- most notably underfunding of projects -- they now have a set of tools and benchmarks by which to gauge progress, set goals and measure success.

Q1/Q2 Planning: Top Marketing Technology, Social Business Conferences & Events (18-Feb-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: Personalize Digital Experiences

Join CMSWire and HP on Feb 24th for a one-hour webinar to explore the trends and best practices of personalization in digital customer experiences.

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Why Small Businesses Should Tap the IoT

The Internet of Things (IoT) is big and getting bigger.

Fueled by some incredible buzz, the IoT is driving big data analytics and helping companies make some big money in the process. Almost every day a new startup bursts onto the scene with a new IoT product or service. 

Given all that, it should come as no surprise that major players in tech like Google and Apple have committed some significant resources in staking their claim to a slice of the IoT space.

So it’s hardly a shock when we hear about massive tech companies like Samsung are equally eager to make major investments in this sprawling opportunity. But just because IoT has a firm footing in large enterprise doesn’t mean that smaller businesses are out of luck.

How to Get Customers to Not Hate Self-Service

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Self-service portals are springing up everywhere.

Some customers love them, while others shudder at the thought of involving a database in their problems. At the same time many companies are doing a poor job of implementing self-service or avoiding it altogether for fear of driving customers away.

It doesn’t have to be this way. By understanding the potential benefits of a well-integrated self-service portal, you’ll be able to make sure yours doesn’t suck (and even pick up some new customers in the process).

So why consider a self-service portal?

Manufacturers Stand on the Cusp of a Big Data Boom

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Despite what the hype surrounding big data might lead you to believe, the widespread existence of data is not a new concept, nor has there been some sudden "aha!" moment when decision makers realized that data could be put to use to better their businesses. Data -- and lots of it -- has always existed, and companies have always understood that it has value. There just wasn’t a whole lot they could do about it.

That is, of course, until the development of so-called big data technologies -- a wave of new tools that make it possible to store, integrate and analyze data more efficiently and affordably than ever before. These technologies have transformed data analysis from a cost-cutting mechanism into a primary vehicle through which companies make money and find new revenue streams.

When people talk about the power of big data, they’re really talking about this transformation. And perhaps no industry is a better embodiment of it than manufacturing.

Fortune Favors the Bold: Vendor Strategies in the IoT Age

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One day in the not too distant future, people will look back and say, “Do you remember when things weren’t connected?” In much the same way that smartphones reshaped not only what we thought possible, but also what we took for granted, the Internet of Things (IoT) will dramatically change what we do, how we do it and what we expect.

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