The tune about social business is slowly changing. A recent AIIM survey reveals that over half of user organisations consider social business applications to be significant, if not imperative, to their business goals.
To remain relevant, the Web CMS (WCM) world must evolve. And given WCM's critical position in the information stream this fact is broadly accepted. However, the nature of the forces driving this evolution look different depending on who you talk to.
In this exclusive CMSWire interview SDL's CMO of Web Content Management Solutions, Robert Carroll, expounds on the industry shift from a core Web CMS focus towards Customer Experience Management (CXM).
Marketers are beginning to realize that they can’t provide consistent, personalized experiences to their customers without understanding how their customers experience their brand across all of their customer touch points. In response, platform vendors are rapidly developing ways for web content management (WCM), analytics, customer relationship management (CRM), and marketing automation (MA) tools to work together to collect, measure and analyze customer insights. These solutions provide the sales, marketing and communication teams with the information they need to create the best possible digital experiences and ultimately better gauge and perfect the quality of the customer experiences they provide.
Under the umbrella of “customer engagement” and “web engagement,” companies look to implement technology and processes to ride the next wave of the World Wide Web. After Web 2.0, companies now need to engage with their audiences.
And of course, it’s clear that visitors can no longer be treated as anonymous “guests” on a website, especially not when they have identified themselves by logging in. They should be recognized and serviced appropriately, with relevant information. And ideally, that experience should also be context sensitive, especially when someone uses a mobile device. But how do you make the content relevant?
It's that time again -- Tweet Jam time -- and this month we take a closer look at three key elements of Customer Experience Management (CXM): Content, Community & Commerce. CXM is a pretty big topic, even when focused on these three elements, and we could go in any number of directions, but we have tried our best to keep it straightforward. Let's give you some details.
These days, lead generation is more than just producing a list of names. It’s a delicate balance of art and science. With marketers juggling a wide range of responsibilities, who has time for trial and error? Set yourself up for success by avoiding these common lead generation pitfalls.
After Facebook waded into the comments space, is there still room for others to grow? Looks like it, as Livefyre bags US$ 4.5 million in new funding and launches version 2.0 of its engagement-encouraging comments system.
Recent projects have forced me to look critically at how business users interact with their web content management systems, and the significance that the ethereal term “user experience” (which I will use interchangeably with the older term UI or user interface) can have both to their job satisfaction and their productivity. In my opinion, the single most important piece of a web content management solution is the interface used by the editorial team. If the user interface is poor or lacking, your editorial team will not work as quickly, content won’t be as fresh, and traffic to your site will usually drop.
To ensure that your website is working at top efficiency, and has content that engages visitors and converts them into paying customers, you’ll often need to conduct a website review. Learn the first step in this process, the website content audit.
To have a successful e-commerce site, content is critical. This content can take many forms including images, manuals, feature descriptions, recommendations and more. The key to successful commerce and accelerating purchase decisions is to understand the customer decision journey and target content to the user to help them navigate that journey as quickly as possible, with minimal distractions. By focusing on the customer journey, it will be easier to understand and prioritize the content requirements for your, or your partner’s, e-commerce site.
By some cloud magic, and a lot of user-side shuffling, you can just about get your desktop email, browser bookmarks and some documents accessible on any device of your choice. But shouldn't open access be a no-brainer, no-action-required, offering from Amazon, Google, Apple and others when offering us cloud-based services?
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