HOT TOPICS: Customer Experience Marketing Automation Social Business SharePoint 2013 Document Management Big Data Mobile DAM

Digital News & Analysis

The Secret to Performance Under Fire

catEyes.jpgEvery enterprise has them. They are as inescapable as cats on the internet. Enterprise fire drills on web performance are the norm for any corporate enterprise that has a website critical to their business model (even more so when your executives have laser powered heat vision).

Given that content owners, merchants and ad sales representatives are all trying to stuff 22 pounds of content into pages with a carrying capacity of only 20, business forces turn IT professionals everywhere into part time fire fighters. There is a standard method for minimizing both the frequency and impact of fire drills on your team -- the enterprise IT guys refer to it as "monitoring and alerting." Cagey veterans schooled in conversational dynamics refer to it as "getting in front of the question."

Contact Center Reality: Better CX, More Customers

Improving customer experience in the contact center — and keeping the customer — overtook the pursuit of operational gains as the top objectives over the past two years. That's a key takeaway from a recent Aberdeen Group report.

But the real value of the report, "Contact Center Workforce Optimization: Secrets to Unlock Agent Productivity & Performance," is showing how both objectives can work together.

While only 32 percent of respondents cited "improve the quality of customer interactions" as the top objective in the comparable report two years ago, 59 percent gave that response in the current report. The data is based on a survey of 83 businesses.

Do We Still Need Sales Reps?

2014-30-June-Sales-Reps.jpgWith widespread adoption of CRM and marketing automation, what is the purpose of sales reps? Do we even need them anymore?

A rhetorical question, but the expectations we should have with automation are worth examining. According to Forrester Research, companies worldwide are spending 19 percent of their SG&A (selling, general and administrative) costs on average in sales support-related activities. With a nearly 14 percent growth in worldwide CRM sales in 2013 -- and over 30 percent growth for Salesforce.com itself in the past two years -- companies are connecting the dots between marketing and sales automation efforts, and the desire to streamline the process of securing and winning customers.

The Changing Nature of Search Behavior

Search is just one part of the jigsaw puzzle of customer behavior. It needs to be considered in the context of the customer’s task.

Separating Fact from Fiction in Social Comments

Yelp, Angie's List, Amazon -- these companies and many others offer user reviews of local businesses. But the authenticity of many of those reviews is questionable, which is why an Israel-based company is offering a new service that it claims provides "honest, authentic referrals."

The company, WhoDoYou, uses machine learning and natural language processing to collect and sort public conversations -- mostly from Facebook, and mostly positive recommendations -- about painters, lawn services, restaurants and the like.

From Data Driven Marketing to Collaborative Marketing

2014-27-June-Push.jpgAlthough there are many chronological views of the history of marketing, there are really only three core conceptual views of marketing that have been dominant in our lifetimes: Push, Pull and Collaborative.

In the beginning, there was push marketing. Historically, almost all of us have been taught a push method of marketing. We provided a value proposition, pitch or sample in one of a limited set of channels for consumption.

Marketing was mainly differentiated by the creative quality or educational value of the marketing approach, but it was notoriously difficult to calculate the value of marketing efforts. In effect, it was a Mad Men shotgun approach: shoot a bunch of pellets vaguely in the direction of a target and hope that your creative efforts hit a target.

This Week: DAM's Link to Game of Thrones + SharePoint Shocker

DAM's Game of Thrones Connection
Managing your images, videos and rich media has much in common with the TV fantasy drama. 

Boost Identity with Social
Can brands target and personalize customer messaging through social identity?

Enterprise Mobility Showdown
Organizations recognize they need to integrate mobile apps with enterprise system and data.

Death of the Intranet?
Not so fast, say officials at Jostle.

SharePoint Shocker
Some SharePoint administrators have shocking disaster recovery plans.

Recapping MongoDB World
Feel like you missed out? You won't after reading this

The Future of B2B Ecommerce
The Tips You Can't Afford to Miss
Get the Guide

sponsored item

Most Popular

Editor's Picks

Around the Web

Featured Events (all events | post your event)

Featured Research 

Google API Gives Developers Easier Access to Gmail #io14

2014-26-June-Google-IO.jpgGoogle is playing with Gmail again. This time it’s not just taking a stick and poking the hornets’ nest called privacy. This time, it’s taking a bat and trying to hit that hornets’ nest out of the park. And it all comes in the name of a new Gmail API.

In principal the API looks like a good thing. In principal, Google wants to make it easier to let internet applications use information in your email, with the user’s permission. The question is how much access to your information will the new API need and how much access will the new API get?

How to Set Social Media Marketing Goals

2014-26-June-Goal.jpgI have a lot of conversations with B2B marketers. And you know what? They’re all struggling to figure out what the right goals are for social media.

I’m not saying they don’t know what they hope to achieve (hint: leads). It’s just that these smart marketers seem unsure of themselves when it comes to setting measurable goals for social media. No wonder there’s still confusion about Social ROI!

So what’s going on?

Niche Web CMS Wants to Help Law Firms Go Digital

A business dive into the Web Content Management System (CMS) world is risky. The market is saturated with platforms.

But Eric Diamond has high hopes for his company's new product. The new Software as a Service (SaaS) marketing solution is designed to help law firms execute their digital strategies — and avoid proprietary content management and marketing platforms with limited flexibility and long, expensive licenses.

"Most, if not all, of the other content management systems in this space are proprietary products," Diamond said.  "So new feature additions and bug fixes are done on the vendor’s schedule. Also proprietary platforms often have expensive licensing fees that tie customers into long term contracts."

Legal Publish is a sister company to Tribeca Digital and Tribeca Cloud, two other companies Diamond heads. 

Branding 101: Keep it Simple, Obvious, Intuitive and Emotional

Connecting with Bill Sobel

Lee Hunt is a brand strategist, trainer and industry thought leader. He's the founder of Lee Hunt LLC, a Woodstock, N.Y.-based consultancy focusing on brand strategy, on-air architecture, competitive analysis and personnel training for television networks and media companies. 

His success in launching and positioning channel brands, in addition to his pioneering work in audience management, have set many of industry standards.

He began his career on the client side in the 1980s, launching and branding Lifetime, VH1 and TNT. In the 1990’s he founded one of TV’s most successful creative services agencies, Lee Hunt Associates. In 1999, he sold LHA to the digital services company, Razorfish. In 2001 he launched the strategic consultancy, Lee Hunt LLC.

What's he know about branding and marketing? Plenty.

Feed the Marketing Automation Machine with Interactive Content

2014-26-June-Hungry-Gator.jpgMarketing automation is a powerful technology. But to extract the most value out of it, you need two things: 1. content that magnetically attracts your audience -- both initially and throughout your nurturing program -- and 2. data that reveals the specific interests and characteristics of each prospect.

Without that, marketing automation is a blender with nothing to blend.

10 Ways to Build Your Email Marketing List

Email isn't what it used to be. A number of marketing experts place less emphases on email marketing campaigns these days, often tilting in favor of social media or content marketing.

But used correctly, email marketing can still be an important tool. What should you know? Here are 10 tips from Austin, Texas-based Study Breaks College Media. The company markets primarily to college students in Alabama, Georgia, Texas and South Carolina through print, digital and social media.

Signs Along the Road to Digital Marketing

2014-24-June-signs-of-the-time.jpg

Marketing is fast becoming digital.  But the market targeting now done with computers has been around at some level for a while now, and there may be some lessons for us in it.

In times past, you targeted your marketing and sales by placing your name (ads, posters, Burma Shave road signs … whatever) where you thought your prospective customers might show up -- fishing ads in the sports section, theater listings in the entertainment section, luxury car ads in coffee table magazines, and so on.

Sounds crude but it worked if you were careful, and it saved money by allowing you to place -- and pay for -- your message only where it was more likely to be effective.

More on Millennials: Speak the Right Language

Thumbnail image for 2014-23-June-communication.jpg

Ever feel like something gets lost in translation whenever you market to millennials? There's a good chance you're right.

A new study of 1,800 millennials (ages 18-36) found 32 percent of those in English-speaking countries prefer a language other than English. And 46 percent said they're more likely to make a purchase if the information is presented in their chosen language.

The study, released Monday by SDL, is the fourth report of the “Five Truths for Future Marketers” series is titled “There is Only One Language”, and features results from SDL’s global survey of more than 1,800 millennials (ages 18-36). We shared another report from the series earlier this week. You can read the full study here.

Displaying 181-195 of 3230 results

< Previous 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 Next >