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Digital News & Analysis

How Traditional Branding is Killing the Web

Everything you are now about to read is fictional. Most real customers couldn’t be bothered writing to organizations to vent their annoyance. They just leave. 

Guess What 3 Countries Offer the Best Customer Service

The three top countries for customer service may not be the ones you expect. According to a new report from Zendesk, a cloud-based customer service platform provider, New Zealand, Canada and Norway know how to keep customers satisfied.

The just released Zendesk Benchmark Q1 report is one in a series since March of 2012. The previous report ranked Norway, Canada and Denmark as the top countries for customer service.

Sam Boonin, vice president of products at Zendesk, told CMSWire the report is based on 40,000 companies that use Zendesk for customer service. The data focuses on customer support efficiency, self-service behavior and levels of customer engagement.

This Week: Mailjet vs. MailChimp + Big Changes at SAP

Mail Battle: Jet or Chimp?
Mailjet releases new A/x testing and says it's the best out there, even better than MailChimp

Get Relevant in Social
The most popular social media tactics are also among the least satisfying

Microsoft Answers Cisco Charge
Cisco claims that with Microsoft's enterprise collaboration suite, you need "bolt-on offerings from other vendors." Microsoft disagrees.

Make Right Case for Social Business
Though we see a lot of innovation in social business, we are not seeing that much disruption.

ECM Pack Leaders
Nucleus named the leading ECM vendors. It includes some surprises

SAP HANA Boss Resigns
News of Vishal Sikka stepping down from SAP HANA will be upsetting to some, including investors.

eBook: 7 Reasons to Consider Responsive Design
Practical insights backed by real world data.
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5 Ways to Handle Real Time Content Demands

5 Ways to Handle Real Time Content DemandsBetween social channels, knowledge bases, blog comments, blog posts and the many other ways to interact with customers, how do you stay “on” in real time, even nights and weekends? Users are online all the time. Article comments, support questions and social posts appear around the clock. And as we have seen time and again, customers are more than willing to take action when companies don’t reply quickly enough.

Savo's Digital Postcards, CDNify's Free SSL and More

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There's plenty of news to share this week: Showpad's new features, Brainshark's new filters, Widen's integration with ProofHQ and CDNify's free SSL.

Welcome Real-time launches its location service and Savo reveals digital postcards. Plus, Good Technology's newest Mobility Index Report is out and TouchConnect offers ways to move customers to self-service.

Demandbase Invests in B2B Marketers with Cloud Release

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The difference between B2B and B2C marketing is simple: all web traffic amounts to potential customers in B2C, and B2B relies on targeted audiences even down to a particular department within a company.

That’s how B2B digital marketing provider Demandbase sees it. Today, it releases its B2B Marketing Cloud, which it calls the first subscription-based marketing platform that helps marketers target accounts, plan ad spending and tie acquisition costs for target accounts to revenue.

In the new offering, Demandbase pulled together several solutions and introduced Performance Manager, a dashboard that brings ad impressions, website activity and CRM data into one unified view. 

“We plug into CRM marketing solutions you already have in place to make them more B2B enabled,” Chris Golec, CEO of San Francisco-based Demandbase, told CMSWire.

4 Key Concepts Driving Digital Transformation

Organizations from large enterprises to one-man shops are in the midst of a digital transformation. Some gladly embrace the change. Others resist while still more are so busy keeping up with demand and duty that they risk missing it all together.

Nevertheless, it is happening and business leaders need to know what is happening and what to do about it.  

Dstillery's Andrew Pancer: How to Build Smart Marketing Campaigns

Connecting with Bill Sobel

Holding a BS in Business Administration from Washington University and an MBA from NYU, Andrew Pancer has been around the block a few times. In fact, when he joined Media6Degrees back in 2008, he had already compiled a considerably impressive resume.

During his tenure at About.com, Pancer tripled profits and brought revenues to more than $100 million dollars. He would later go on to serve as the vice president of digital development at the New York Times, where he began working with the kind of technologies he’s currently fleshing out at Dstillery.

Pancer sat down with CMSWire’s Bill Sobel to talk a little bit about his own professional journey, brand value and the advertising strategies he’s helping pioneer as the COO of Dstillery.

Place Your Bets: Name the Top CX Innovator

Place Your Bets: Name the Top CX InnovatorJust when you thought there was nothing entertaining to do at work today, we offer this. Dust off your prediction skills, weigh some odds and take a shot at guessing the winners of the 2014 CX Innovation Awards.

The awards are sponsored by the Customer Experience Professionals Association (CXPA), a global non-profit organization created to guide and enhance customer experience management. It was co-founded by CMSWire contributor Bruce Temkin, managing partner of the Temkin Group.

CXPA just announced 14 finalists. Winners will be announced at the CXPA's fourth annual Insight Exchange event, which runs May 13 and 14 in Atlanta. This year's program includes:

  • Jeb Dasteel, senior vice president and Chief Customer Officer at Oracle on "Oracle’s Customer-Centric Journey"
  • Alison Circle, Chief Customer Experience Officer at the Columbus Metropolitan Library on "Re-Experiencing Legacy Brands"
  • Bob Johnson, president, Sprint Retail, and Chief Service and Information Technology Officer at Sprint on "Building a Customer-Centered Service Culture"

How to Sweeten Customer Experience [Infographic]

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Good customer service once meant saying "please" and "thank you" and addressing each person who approached the sales counter by name. But that was before the Internet made e-commerce a fact of life and social media gave every ever-so-slightly annoyed customer the capacity to ruin your brand in 140 characters — or less.

When it comes to obtaining and retaining customers, remembering what you learned in kindergarten really isn't enough anymore. Now it hinges on the effective use of social media and other Internet-based resources, a fact confirmed by a new study from Consero Group, a Bethesda, Md.-based company that specializes in planning and hosting industry-specific conferences.

What's more, Chief Customer Experience Officers will continue to need a variety of new tools and processes to manage the smart consumer effectively and retain customers in a competitive marketplace, Consero CEO Paul Mandell told CMSWire.

Helping the Insurance Industry Serve Customers

2014-06-May-To-Serve-Customers.jpgIn an iconic Twilight Zone episode, aliens arrive on planet earth. They bring with them a book entitled To Serve Man, from which we earthlings infer that the alien mission is "to perform a service for humanity." At the end of the story, the alien book is revealed to be a cookbook, whose main ingredient was humans.  

Here is my story about ways to better serve customers in the insurance industry. And to be clear, I mean it in the naive earthling sense -- practices that improve how insurers perform a service for their customers.

For Marketers, 'Most Popular' Social Media Doesn't = 'Most Satisfying'

The most popular social media tactics are also among the least satisfying. That's one of the findings in a new report from Forrester Research.

Revenge of the Brochureware Billboard Designers

Organizations can’t resist broadcasting when customers just want to get something done. 

DNN Finds Marketing Tools Easy to Use, Hard to Integrate

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Marketing automation. Social media monitoring. Customer relationship management (CRM). These tools are essential for most businesses, but a new report from content management system/community software vendor DNN notes that mid-sized companies struggle to put them together.

The report, "Marketing Got Complicated: A Look Inside the Marketing Department at Mid-Size Companies," was conducted in conjunction with Lawless Research. It surveyed 300 marketing decision makers at companies with 50 to 5,000 employees. On average, marketers at these companies reported that they are responsible for six marketing functions, with the top ones being market strategy, online marketing, customer retention, brand management and social media marketing. 

Blending Personalization and the Personal Touch: 5 Minutes with Scott Liewehr

2014-2-May-Scott-Liewehr no text.jpgRemember when shopkeepers knew your name? Good ones still do. Good websites, too.

Raising the level of customer experience on the web and mobile is, perhaps, the  greatest challenge facing marketers today.

Scott Liewehr got his start back in the late '90s leading the team which built Starwood Hotels' large-scale intranet. Since then, he's helped 100 of the Fortune 1000 with their ECM, WCM and portal needs.

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