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Web Cms News & Analysis

With Customer Experience in the Cloud, SDL Envisions Strong 2014

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Customer experience. No bigger buzzwords exist today for digital marketers.

And as we saw last week in Amith Parameshwara's  6 Pieces of the Customer Experience Puzzle, customers expect excellence at all points of the buying cycle. As in Parameshwara's travel example: booking completion, travel completion, hotel stay, order fulfillment and problem resolution.

SDL is the latest provider to move toward a complete customer experience offering.

E-Commerce, Content and Closing the Gaps: A Look at e-Spirit

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With more and more people shopping online, e-commerce vendors are constantly searching for new ways to find, engage and keep customers. One of the best strategies is the use of engaging content. Even so, many online stores struggle to provide optimal retail experiences.

A number of vendors are responding with solutions, including Elastic Path, e-Spirit and Sitecore. We'll take a look at what they are offering in a three-part mini-series starting today.

Competitor: Oracle's Latest Acquisition Fills 'Major Gap'

Oracle's $1.5 billion acquisition of Responsys last month is the company's attempt to fill its “major gap” in the marketing technology space, an Oracle competitor told CMSWire.

“This announcement continues to provide validation and further attention to the importance of the marketing technology space,” Suresh Vittal, vice president of strategy at Adobe Campaign, told CMSWire. “However at its core, Oracle is a CRM company and doesn’t understand marketers’ daily issues. It realized it was missing market share. Through another acquisition, it is trying to fill a major gap as the stakes are continuing to increase.”

SAP Working to Engage Mobile Shoppers

SAP App could Show us How Easy Mobile Shopping Really is

Do mobile devices really make our lives easier? It depends. Some things, like sending email, isn't necessarily as easy as it could be. But online shopping is another story. It's one of the things mobile devices do pretty well.

However, given that mobile commerce is still a relatively new phenomenon, companies like SAP are working to create even more engaging shopping experiences to combat things like showrooming.

Microsoft Taking Exchange to the Cloud via Office 365

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Microsoft recently announced plans to offer Office 365 as part of GoDaddy's Web hosting service. The move is one small part in the company's strategy of getting Exchange customers more fully into the cloud, according to one expert.

6 Not-So-Secret Truths about Great Customer Experiences [Infographic]

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Think of them as the Six Commandments of Customer Service — or, as Bruce Temkin, managing partner of the Waban, Mass.-based Temkin Group explains, "fundamental truths about how people and organizations behave."

Companies that understand them can make smarter decisions about the customer experiences they offer and how they offer them. It's not rocket science. In fact, some of the six truths seem painfully obvious. But Temkin argues that they're often overlooked.

Take employee engagement. A company can't offer outstanding customer experiences if it fails to engage its employees, listen to their feedback or provide them with the technologies they need to keep customers happy, Temkin told CMSWire this week.

How Businesses Can Make the Most of Mobile Technologies

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Mobile technology is invading the enterprise as never before, and while it is surely transformative in itself, there are layers of technology in play today that can help companies leverage mobile in new and novel ways.

This disruptive technology can be found in organizations large and small. But it is in combining multiple technologies that their true power is revealed, one industry observer has noted.

So what does a rock have to do with it?

9 Key Facts about Web CMS in the Marketing Technology Landscape

MarketingTechLandscape.jpgDom Nicastro recently covered my latest crowded marketing technology landscape. The key takeaway? It's big.

In fact, it's far bigger than this graphic portrays. In the flood of comments on my accompanying blog post, you can see the dozens of amazing companies that have chimed in to kindly point out that I missed them. (Mea culpa.)

Noreen Seebacher followed up with a post that expressed most people's visceral reaction to the scale of this landscape: "Pass the Infographic and the Excedrin: Digital Marketing is Too Complicated."

 It is complex. But one way to tackle it is to focus on one piece at a time. So let's zoom in for a moment on the platform layer, in particular the Website/WCM/WEM category -- i.e., the ever-expanding assortment of acronyms formerly known as "CMS." For shorthand, let's just call it the CMS category.

When Small Vendor Meets Large in the Web CMS Ecosystem

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IBM and CoreMedia have joined forces in the IBM Smarter Commerce partner ecosystem, giving the content management provider and Gartner Magic Quadrant for WCM visionary some Big Blue wings.

The WCM vendor, with about 150 employees, announced the news Monday at the National Retail Federation's 103rd Annual Convention and EXPO in New York City that its LiveContext platform is joining the IBM WebSphere Commerce. 

Adobe Connects Neolane Technology to Experience Manager

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Adobe continues to integrate the cross-channel campaign management technology it acquired when it bought privately held Neolane for $600 million last summer. It is connecting the technology to its web experience management system, Experience Manager to streamline the creation and delivery of content in real time, at scale and across all marketing channels.

2014 Must-Do: Realize Technology (or Web CMS) isn't the 'Answer'

web cms,2014 Must-Do: Stop Looking to Technology (or Web CMS) As THE Answer

Houston, we have a problem.

Houston, let's buy a new Web CMS and new marketing software program.

Whoever is talking to Houston is not thinking straight, according to Scott Liewehr, president and principal analyst at Digital Clarity Group, a New York City digital research and consultancy firm. 

"Stop looking to technology -- or a CMS -- as the answer," Liewehr said. "It is usually not the reason for failure nor the reason for success."

Today, we deliver the sixth and final piece in our "2014 Must-Do" series -- why technology or Web CMS isn't the only answer. Earlier this month, we talked about  measuring marketing campaigns' impact, shutting up and listening in B2B marketing, how blogging is essential these days, getting back to basics in Web CMS and becoming agile in B2B marketing.

Marketers Bullish on Data in 2014

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A whopping 98 percent of marketers are maintaining or increasing their spend in 2014 — and that increased spending is mostly going to data and analytics and marketing automation, a new ExactTarget survey concluded.

The biggest surprise in the 2014 ExactTarget State of Marketing Report is that while 80 percent of marketers think mobile affects them, only 40 percent have a mobile app, Kyle Lacy, senior manager, global content marketing and research at ExactTarget, said in an interview. "Lots of people say they need it, but not that many do it," he said.

Microsoft's Parature Acquisition Focuses on Customer Experience

Microsoft Parature Acquisition is all about Customer ExperienceMicrosoft officially announced its acquisition of Parature, a social and customer engagement tool that could provide the Dynamics CRM ecosystem with added capabilities like a customer portal and self-service knowledgebase.

Dynamics CRM is clearly an important piece of Microsoft's strategy, and the Parature buy is its largest acquisition yet, R "Ray" Wang, a Constellation Research analyst told CMSWire.

Microsoft Inks $100M Deal to Acquire Parature, a Dynamics CRM Partner

image-microsoftparaturebuy-2014.jpgMicrosoft has signed a definitive agreement to buy Dynamics CRM partner Parature, a Microsoft spokesperson confirmed to CMSWire by email today. The purchase price is a reported $100 million.

The deal will enable Parature, a provider of cloud-based social and customer engagement solutions, to bring products like its customer portal and self-service knowledgebase to the much larger Microsoft audience.

Kana Software Acquired by Verint for $514 Million

Business analytics provider Verint, a Gartner contact center Magic Quadrant leader, plans to acquire customer service provider Kana Software for $514 million. It's the first big acquisition of 2014, but not likely to be the last as enterprises look to combine customer experience tools with their core offerings.

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