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Digital News & Analysis

How to Make Your Customers Love You This Valentine's Day

Play Matchmaker this Valentine's Between Customers and Contact Center AgentsAnyone who has dealt with a customer service representative knows it’s rarely a match made in heaven. In fact, it’s usually quite the opposite.

Between long hold times, mismatched agents and unresolved issues, it’s no wonder why most interactions with a company’s contact center get off to a rocky start. Neither party is totally at fault for this unhealthy relationship -- customers simply want their issues resolved in a timely fashion, and agents have few insights into the people and problems that they are expected to address.  

Your Website: A Revenue Generating Machine

Content Marketing, Lead Nurturing, Customer Experience Management -- there has been no shortage of discussion lately about how “digital content platforms” (e.g. your web environments) can truly be a successful component for marketing success. But what does that mean?

With so many of the larger players such as Oracle, SalesForce.com and Adobe acquiring companies in the content, marketing and customer relationship space – it would seem that it’s these technologies that are a key part.

What defines a “digital content platform” that is built for the purpose of becoming a revenue generating machine. And, what should we expect from the technology platforms that will actually power this machine?

If Valentine's Day Isn't Enough, Here are More Things to Depress You

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Today isn't a good day for the loveless. Red hearts. Overpriced candies. Tacky displays of allegedly sexy underwear, including ones that show far more than reasonable people should think appropriate.

You don't need to turn to experts to know Valentine's Day can produce more anxiety than bliss or that watching ads depicting perfect, everlasting love can create overwhelming feelings of sadness.

But sometimes the best way to stop thinking about a bruised heart is simply to think of something that hurts worse. So with that in mind, here are some other, more professional things you can obsess about today. Whether you're a marketer or CIO, a developer or customer experience expert, these three facts have the potential to be just as mind-numbingly depressing as those lost loves. Almost.

Google Exec Maps Mobile Tools Strategy

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Google's product management director laid out plans yesterday for powerful tools to blend information about its users with the goals of marketers as customers move between fixed and mobile devices.

Speaking at the Mobile Marketing Strategies Summit in San Francisco, Seth Sternberg laid out the two key challenges facing mobile marketers and some of the ways Google is addressing them through projects still in development. In some cases, the 100 marketing pros present were invited to sign up for the trials.

Google, of course, is competing with Microsoft and many others to find new ways to engage mobile users. Officials of LinkedIn,  Facebook and other networks also spoke at the conference to outline their strategies for building engagement. As more social media users move to mobile, apps are becoming increasingly important.

Look at What These Charts Say About Global Use of Technology

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Americans aren't the only ones obsessed with cell phones and social media. In fact, slightly more adults own cellphones in China (95 percent) than in the US (91 percent), according to a new Pew Research Center report.

The report, released just yesterday, shows technology adoption is a global phenomenon — even in developing nations. It supports the findings of a Cisco report released last week, which shows global mobile data traffic grew 81 percent in 2013.

How big did it grow? Consider this: Last year’s mobile data traffic was nearly 18 times the size of the entire global Internet in 2000.

The facts are clear: There is a world of opportunity — literally — for digital marketers.

Why Cirrus Insight's Gmail-Salesforce Integration Is Hot

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More than a few pairs of eyes are on Cirrus Insight, the Laguna Hills, Calif., CRM app developer that integrates Salesforce with Gmail. Nearly 7,300 pairs of eyes, to be precise.

We know. Our last two pieces on the 13-employee provider -- our Nov. 26 piece, Cirrus Insight to Unite Salesforce, Gmail on Mobile Devices  and our Cirrus Insight Brings Pardot, Hubspot Marketing Automation to Gmail piece on Feb. 6 generated this interest.

So why’s the little two-year-old provider so hot at the moment?

News Bites: Silverpop's Digital Marketing University, Picturepark Update and More

News Bites: Silverpop's Digital Marketing University, Picturepark Update and MoreMassive snow may be blanketing much of the US, but the news gets through. This week’s Bites include PicturePark’s updated digital asset management solution, a global educational roadshow for digital marketers and HeatSync’s aggregated service for web analytics. 

Five Rules to Select the Right Online Community Platform

Choosing the right online community platform is, like most things, about due diligence. 

Due diligence, that is, before you get a potential vendor inside your company walls and while the vendor is inside.

That was part of the message during the CMSWire webinar, “How to Choose the Right Online Community Platform.” The event was hosted by Ben Martin, chief engagement officer at Online Community Results, and Dennis Shiao, director of product marketing at DNN.  

Here are five tips to help your organization ultimately find the right provider for your online community:

Mobile Marketing Tips from LinkedIn, Facebook

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Marketers may know they need to add mobile strategies, but relatively few are doing it correctly, according to mobile managers from Linked In and Facebook.

Speaking yesterday in back-to- back presentations at the Mobile Marketing Strategies Summit in San Francisco, they advised the 100-plus marketers how to track mobile users, reduce load times, build lasting relationships with visitors and add to their existing data to build more personalized experiences.

CMSWire was a media partner of the event, which focused on ways brands can use mobile marketing to further their reach and impact.

Too Many Customers, Too Few Customer Support Agents

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Stop patting yourselves on the backs for being so cutting-edge, up-to-date and in-the-know about the latest and greatest options to provide the best customer service.  

Customer satisfaction dropped globally by two percentage points in the last quarter of 2013 — apparently because too many businesses expect too much from too few people and shortchange their customers in the process.

At least that's the word from Zendesk, a provider of customer service and support ticket software. The company just released its latest Benchmark quarterly survey and the news overall isn’t good. 

Internet Fake Out: The Clickbait and Ad Fraud Explosion

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Do you ever log on the Internet and think: Wow, there's a lot of crap in here? You're not alone.

Millions of salesmen are competing for your time -- and there are many tricks to the clicks. In fact, the Great Fake Internet is growing as ad fraud and clickbait metastasize.

Report: HTML5 is the Future for Enterprise Developers

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A new report finds standards-based HTML5 development, whose popularity has been growing in part because such apps can run cross-platform, has caught on big in the enterprise.

HTML5 is the latest version of the HMTL hypertext markup language. In conjunction with other standards-based technologies like CSS and JavaScript, it can run in browsers and across platforms without plugins. The State of HTML5 Development in the Enterprise report from Sencha, a provider of open-source web application frameworks, surveyed more than 2,000 business application developers from its business-focused community. It found HTML5 is booming:

  • More than 60 percent of developers have converted to HTML5 and hybrid development of their key projects
  • More than 70 percent of HTML5/hybrid developers are using HTML5 more this year than last and 75 percent intend to use it more in 2015
  • 19 percent of native mobile developers expect to use native technologies less in the future

 

Lithium to Buy Klout in $100 Million Deal?

A report published today has social customer experience enterprise software provider Lithium Technologies acquiring social media ranking influencer Klout for about $100 million.

Reached by CMSWire, Klout did not confirm or deny the report. Lithium did not immediately return an email.

"We don't comment on rumor or speculation," Jon Dick, head of marketing for Klout, told CMSWire today in an email.

5 Reasons Social Media, Blogging Catches IT Buyers' Eyes

Thumbnail image for rsz_shutterstock_131601941.jpgIT buyers are getting social. They want to know what their peers are doing. They want educational content, not promotional.

The message to those trying to sell to them?

"... Have a clear, consistent game plan that ties in with all their other demand generation activities and targets potential buyers on their own turf," Bob Johnson, principal analyst with IDG Connect, wrote in his report, "Connecting Conversations to Content." 

Enterprises should distribute information via a variety of social channels, utilizing relevant communication networks to help IT buyers locate peers and independent experts alike.

"But above all," Johnson wrote, "they will need to integrate their messaging within the social media framework, so that when IT decision makers come looking for information, the vendors will be there ready to answer their questions."

Put Your (Twitter) Cards on the Table

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You see a lot of cards decorated with red hearts this time of year. But businesses may be more interested in the type of cards that can optimize their Twitter results.

Twitter Cards take tweets to a whole new level — and enable them to express more than 140 characters ever could. It's a way to capture more attention and engagement, even on mobile. Twitter introduced the cards two years ago, but just last month it added something new that should make this feature even more intriguing to marketers.

Twitter is providing analytics to let users understand how the cards are performing and analyze the impact the cards are having on their key metrics.

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