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Digital News & Analysis

What's New in July for Open Source CMS [Infographic]

2014-02-july-rackspace-culture.jpg

You know it. You love it. And now Dominic Smith, a senior writer and content strategist at Rackspace, the Windcrest, Texas-based CMS hosting company, has confirmed what anyone reading this probably already knows.

"Chances are good that a big chunk of the content you’ll read on the web today is being delivered through an open source CMS," he wrote in a recent blog post. "FedEx and The Washington Post are using Drupal. Coca-Cola France and Sony Music are using WordPress. Harvard and IHOP use Joomla!"

Meet the New 'Multimodal' Customer Service

2014-02-July-Fortune.jpgOrganizations have been gearing up over the past few years to support the needs of today’s omnichannel customer service enterprise, with the goal of offering a seamless consumer experience through available shopping channels.

Excellent work.

Now it’s time to change. Again.

Omnichannel Marketers Trapped in a Multichannel World

2014-01-July-US-Soccer.jpgWith all eyes focused on World Cup matches, it got me thinking about how the teamwork and coordination in the games are not unlike running a multichannel marketing campaign. Beyond the fact that both have a specific start and end date, there’s also a team of designated players banding together to accomplish a very measurable result. While only one player puts the ball into the net, everyone on the team contributes to that result.

The parallels between the game and omnichannel marketing and attribution go even deeper. Let me explain.

School's Out: How Digital is Changing the Student Experience

2014-01-July-School-Out.jpgRemember when the end of the formal school year signaled the excitement of summer vacation? Whether you relate to the Glee performance or Alice Cooper's rendition of “School’s Out,” there was always a certain element of freedom imagined in leaving the walls of the schoolhouse behind. But it's starting to look as though digital has changed that dynamic -- for better or for worse -- forever.

With a bit of a twist on my usual customer experience focus, here’s my take on how digital is impacting the student experience.

Will OTT Messaging Apps Bring a Marketer's Gold Rush?

2014-01-July-California-Miners.jpgOTT (Over The Top) mobile messaging apps have recently garnered significant attention thanks to Facebook's acquisition of WhatsApp for $19B back in February. But what everybody is really dying to know is exactly how these app companies make money -- what are the revenue streams?

While all offer free or nearly free messaging (and potentially calling) for consumers, at the end of the day someone needs to pay the bill. There are a lot of companies vying to prove that they have an answer to the revenue conundrum, but Salesforce’s recent partnership with LINE has, in my opinion, the most interesting potential. Through this deal, marketers will have a way to directly connect with customers. This is a massive step toward the one to one communication holy grail that is custom tailored to fit consumers’ interests and preferences.

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

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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. 

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