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Digital Marketing News & Analysis

The Next Step in Internet Evolution: The Internet of Things

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The Internet of Things is a natural next step for the Internet, and is being driven largely by improvements and adaptation of existing technology. 

Content Marketing and CRM: How Shared Content Can Shape Customer Relationships

Content and CRM: How the Content You Share Can Shape Customer RelationshipsThe content you share with customers and potential customers makes an enormous difference in the way prospects see your business and the degree of confidence and trust they have in you, both before and after the sale. The cynics say CRM is about feeding the sales machine, and while this is important, it really sets the stage for what CRM’s really good for --  building relationships and extending the customer lifecycle. Nothing helps in doing this better than sharing knowledge that helps your customers succeed.

IBM Launches New Global Customer Experience Consultancy #IBMConnect

customer experience, IBM Launches New Global Customer Experience Consultancy #IBMConnect

Connecting on a global scale today for Boston Children's Hospital means thousands of stakeholders leveraging IBM's digital global platform — OPENPediatrics — to communicate, collaborate, innovate and share research about their pediatric care.

"Nothing breaks down borders better than caring for critically ill children," physician Jeffrey Burns, Chief of Critical Care at Boston Children's Hospital, told the audience this morning at IBM Connect in Orlando, Fla.

Adobe Tells Marketers: Social Paid Ads are Hot, Cheap and Easy

Stuff of dreams.jpgCheap, easy and available to anyone has never been more attractive. In fact, in this age of social media, it's apparently the stuff of dreams of digital marketers.

As the just-released Social Intelligence Report by Adobe Digital Index (ADI) for Q4 2013 clearly explains, marketers who fail to advertise on social networks are missing a large audience for a relatively low cost. Marketers can get a lot of high-quality traffic and click-through rates (CTRs) from social ads, and can drive even more value when they analyze and optimize each campaign.

The report, which analyzes paid, earned and owned social media trends, is based on a study of 240 billion Facebook ad impressions, 1.5 billion Facebook posts, a half a billion referred visits and 6.3 billion social engagements on Facebook.

With Customer Experience in the Cloud, SDL Envisions Strong 2014

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Customer experience. No bigger buzzwords exist today for digital marketers.

And as we saw last week in Amith Parameshwara's  6 Pieces of the Customer Experience Puzzle, customers expect excellence at all points of the buying cycle. As in Parameshwara's travel example: booking completion, travel completion, hotel stay, order fulfillment and problem resolution.

SDL is the latest provider to move toward a complete customer experience offering.

Roadblocks to Epic Customer Experiences: Organizational Silos, Conflicting KPIs

Roadblocks to Epic Customer Experiences: Organizational Silos, Conflicting KPIsAfter giving a presentation recently on epic customer experiences, I was asked, “If customer experience is so critical, why do so many companies still suck at it?” Though lighthearted, I think the question deserves serious attention. That’s why I’m kicking off a three part series on the key obstacles that hinder companies from delivering the experiences customers want.

Give Thanks (Or a Bonus?) to Your Community Manager Today #CMAD

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Show your community manager a little love today. After all, it takes a lot of dedication, good judgment, empathy, communication skills, organizational abilities and flexibility to effectively connect people with people — and besides, it's Community Manager Appreciation Day.

Just don't say, "Thanks for tweeting and posting to Facebook all day." The job goes way beyond posting updates, engaging with fans and handling customer service issues.

"A community manager is the person within an organization why knows how to get people to do stuff without telling them what to do," explained Rachel Happe, a principal and co-founder of The Community Roundtable. Think about that for even a moment, and you'll likely agree that a job as a community manager is complex indeed.

This Week: The Next $10B Digital Marketing Trend + Recipes for a Great Intranet

Responsys a Gap-Filler for Oracle?
One competitor of Oracle's certainly feels this way, and they and others shared their thoughts on what the $1.5 billion acquisition does for the marketing industry.

$10B a Year Marketing
Location-based marketing is coming to a store near you -- are your marketing departments diving in? What you need to know about this trending marketing practice.

Recipes for Intranet Success
Need inspiration? Chris Wright gives us his concise recipe for a perfect intranet. And we looked at how National Geographic built an outstanding intranet

Making the Most of SharePoint
In SharePoint, organizations must embrace changes required for success and move past the traditional roadblocks -- so here's how.  

Stop Ignoring Rogue IT
As Jeff Foxworthy would put it, “If you shared a company document with a colleague using a publicly-available document sharing service, you might just be rogue IT.”

Going After Dropbox in Enterprise
Dropbox wants to be the cloud solution enterprises turn to for online file sharing, but there’s a problem

Who Wins in Business Intelligence?
Forrester says these large enterprises are focusing their efforts on providing their workers with broad, scalable enterprise suites with BI embedded in ERP, customer relationship management (CRM) and financial software packages, as well as lightweight desktop self-service tools.

Forrester Report: Mobile App or Mobile Web?
Better understand both the business and IT implications of your mobile choice.
> Download the Report

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How to (Not) Alienate Your Customers and Damage Your Brand

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Not everyone says the right thing at the right time all the time. I learned the hard way at age 12 never to ask a woman directly if she’s pregnant. And I know the always-correct answer to the proverbial question, “Do these jeans make me look fat?”

But while painful, the consequence of the bone-headed statements in those situations is limited to me and perhaps one other person — ok, then maybe all of her friends too — but you get the point.

The stakes are quite different for a corporate executive or other high-profile individual who represents an organization. In those cases, it can be difficult to separate statements made on behalf of the organization from personal statements — which inevitably become part of the customer experience. And then what do you do?

Blue Collar Big Data: The Work Behind Big Data Analysis

Blue Collar Big Data: Did you see the article in the New York Times on January 5 about Pandora and big data? 

It's all about how Pandora serves you particular ads or predict what artists you’ll want to vote for based on your choice of songs. These are the types of articles that make marketer's hearts sing about the promise of big data.

CMSWire Tweet Jam: The Internet of Things and Customer Experience: Meet the Experts #CXMChat

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At this year's International CES, the Internet of Things (IoT) hit big, with predictions of a $19T value, new partnerships and acquisitions, and the introduction of a series of shiny new connected "things." In our first Tweet Jam of 2014 we'll be discussing the IoT, the changes it will bring to customer experience and the challenges involved in getting there. 

Marketing Software Selection: Find Your IT Champion

customer experience, Marketing Software Selection: Find Your IT Champion

The marketing technology landscape is crowded, for sure. 

But too crowded? That's a different question, said Lori Wizdo, principal analyst and marketing automation specialist for Forrester Research.

"There are many, many different processes that are performed by the marketing organization," Wizdo told CMSWire. "These processes comprise many many different tasks. And, automation all of these processes and tasks will help marketers scale operations and drive consistent, quality execution, and results. So, it’s hard to say that there is too much automating technology out there."

CMSWire continues today its series examining ways to approach the thickly-settled marketing software vendor space. Yesterday, we discussed avoiding the vendor hype.

Remedies for 947 Marketing Software Vendor Headaches

customer experience, Remedies for 947 Marketing Software Vendor Headaches

So we know now the marketing technology landscape is jam-packed with 947 vendors. At least that.

Now as a digital marketer you have to figure out what to do with it. How do we weed out the pretenders from the contenders?

"Digital marketers must guard against getting seduced by the shiny new object," said analyst Richard Fouts, vice president at Gartner for Marketing Leaders. "While a new vendor’s approach might sound hugely exciting, you have to relax a bit and evaluate things, that while seem mundane, are hugely important."

Today, we start the first article in a short series examining ways to approach the thickly-settled marketing software vendor space.

Personalizing Customer Experience with Big Data

Personalizing Customer Experience with Big DataBack in 1991, I trained in a database marketing boot camp. I worked on American Express (AMEX), managing it’s Gold Card direct marketing efforts. AmEx, a leader in personalizing printed communications, had created its most successful program when it highlighted in direct mail pieces that someone was a “Member since XXXX.” Yes, membership had its privileges. But for American Express, this personalization triggered a lift.

5 Things You Need to Know About Location Based Marketing

asif khan.jpgThere’s something intriguing about wandering anonymously through the day, going wherever you want, doing whatever you want — no questions asked. But it's not something most people can do anymore.

Thanks to smartphones and a host of location based technologies, there's a good chance someone can pinpoint your location, give or take a few feet. For Asif Khan, that's not only a good thing: It's the key to virtually endless possibilities for retailers, advertisers, digital marketers and a host of related businesses.

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