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Digital News & Analysis

Tweet Jam Recap: The Internet of Things and Impact on Customer Experience #CXMChat

There's been a lot said lately about smart thermostats and refrigerator spam, but in our inaugural Tweet Jam of the year we moved past the household appliances (with a brief toaster diversion) to look at the impact the Internet of Things  (IoT) will have on businesses. We examined the potential benefits and challenges of the IoT and tackled the pink elephant in the room: privacy.

The 2 Biggest Time Sucks in Corporate America

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"Please shoot me now! I can't do it anymore! Why does everything have to be so slow and painful? There has got to be a better way!" Does this sound familiar? Although it may have been a while since you heard or muttered any of these phrases at work, I would be surprised if you have not heard some similar sense of frustration at your job.

Let's take a look at the greatest "Time Sucks" in corporate America ...

What's the Customer Experience when Everything and Everyone Is Connected?

What's the Customer Experience when Everything and Everyone Is Connected?

As humans, we yearn for connection -- and while our tools will always change, the principles and desires that drive us stay the same. As our communications tools improved, the radius of our connections increased -- until the whole world was at our fingertips. Now, we are moving into a time when our connected devices are helping us connect to the world around us, in ways we couldn't dream of.

Salesfusion Buy Sets Race for Midmarket Marketing Automation

customer experience, Salesfusion's Acquisition Sets Race for Midmarket Marketing Automation

Salesfusion's purchase of LoopFuse today sets up a battle for digital marketers' attention in the midmarket marketing automation space.

The big gain for the now 75-employee Atlanta-based Salesfusion? Better social listening tools, top-notch IT and software-engineering talent and a continued lower-priced marketing automation alternative to the big boys like Marketo (500 employees) and Eloqua (scooped up by Oracle), according to Salesfusion CEO Christian Nahas.

"This was about two things — No. 1, talent," Nahas told CMSWire. "LoopFuse has really talented engineers on its team, and its CEO and I share a vision around the ease of use and smart marketing. And No. 2, this is about predictive analytics, social nurturing, social publishing and social listening tools. This tool will not just tell you that 500 people are talking about you — but the 50 most relevant people, their tone and buying signals."

Hey, Marketer: Stop Thinking About Vendors First

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Crash Davis in Bull Durham gave the best advice to a pitcher on a baseball mound: Don't think. "You just got lesson number one," the veteran Minor League catcher (played by Kevin Costner) told his rookie pitcher. "Don't think. It can only hurt the ball club."

It's kinda like that for marketers today facing the giant 947-vendor-plus marketing technology landscape aptly documented by Scott Brinker. Don't think about them.

"Stop thinking about vendors and products," said Gerry Brown, senior analyst for customer engagement and marketing technology at Ovum Research. "Think about the business requirement. The products should be treated as a solution to a business need, rather than an end in their own right."

We complete our series today examining ways to approach the thickly-settled marketing software vendor space. Last week, we discussed avoiding the vendor hype and finding your IT champion.

Why Agility is the New Marketing Mandate

Why Agility is the New Marketing MandateMarketers today find themselves needing to keep up with an abundance of new opportunities for creating, distributing and accessing content via new technologies, devices and touchpoints. With brand dialogues taking place in real time, expectations are high for marketers to be faster than ever before, relying on new technology to implement timely campaigns and responding to customers on the right medium at the right time.

To be successful in this rapidly evolving landscape, there is a new skill that content marketers should work to develop in 2014 -- agility.

Tweet Jam Reminder: Today - The Internet of Things and Customer Experience #CXMChat

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Rearrange your schedule, cancel that meeting and put down the burrito -- it's time to get ready for our first Tweet Jam of 2014!  In just under an hour we will come together to discuss the Internet of Things. How will business overcome security, software and privacy issues? Should every company jump on the IoT bandwagon? What benefits come with a hyper-connected world? Tune in to find out.

Just Show Me: Customers Like Google Product Listing Ads

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Google can dream all it wants about robots, smart homes and artificial intelligence. But as we explained yesterday in a story about its latest acquisition binge, Google is still basically an advertising company.

And Product Listing Ads (PLAs), which combine images and text, are one of the key tools it has in its increasingly large and sophisticated bag of tricks.

Content Strategies Built for Revenue

Content Strategies Built for RevenueIt’s only the start of a new year, and already there is quite a bit of chatter about content and how it can affect the success of a business. There are debates about the continued effectiveness of content marketing as a strategy, and arguments over whether technology can actually fix anything.

But as we look at marketing -- and how the use of content plays into that -- one of the drivers we have to examine is changing the way we think of success. Rather than looking at “more engagement” -- whether it be “visitors,” “likes” or “followers” -- we should start to examine how content can be tied together to generate revenue.

Siteworx Report: Retailers Missing Opportunity in Mobile Point-of-Sale

More than half of US shoppers used their tablets to research holiday purchases, but desktops and laptops are still the top choice for actual shopping. Those are among the takeaways in the annual State of Mobile Features and Functionality 2014 report by digital experience agency Siteworx.

Web Quality Management Meets Digital Governance in Acquisition

Web Quality Management Meets Digital Governance in ActiveStandards' WelchmanPierpoint BuyMore than one year after a rebranding strategy, Web Quality Management (WQM) provider ActiveStandards of London has scooped up an enterprise digital governance consultancy.

Today it announced in a blog post it acquired Baltimore-based WelchmanPierpoint and will tap its founding partner, Lisa Welchman, to head the new professional services division as President of Enterprise Digital Governance Solutions.

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.

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