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Web Engagement News & Analysis

Elcom CommunityManager.Net 7.5 Sneak Peak: Improved Web Publishing

Elcom CommunityManager.Net 7.5 Sneak Peak: Much Improved Web PublishingAustralian based enterprise content management provider, Elcom (news, site), has a released a super secret (well not that secret) preview of what’s coming in its 7.5 release of CommunityManager.NET at the end of August. We couldn’t resist the urge to look.

Eqentia Adds People & Content Discovery to Knowledge Management Portal

Eqentia Adds People & Content Discovery to Knowledge Management PortalEqentia (news, site) added a handful of perks to its knowledge management portal this week. The bundle, candidly referred to as Eqentia+ by company founder William Mougayar, includes enhanced content and people discovery. 

PageLever's Facebook Page Analytics Tool Outshines Insights

PageLever's Facebook Page Analytics Tool Outshines InsightsThere's been a lot of buzz this week about PageLever (news, site), a service that allegedly makes Facebook Insights look like an analytics tool for beginners.  

Socializing the Enterprise: From Zombie Corpse to Social Business #SocBiz

Two years ago I attended the Gilbane conference in San Francisco, and among my clearest memories of the event  is how most business folk treated the word "social" as if it had crawled up someone's you know what, died, and then terrorized all of the enterprise as a zombie corpse. 

Facebook Opens Marketing API Program, Brands Rejoice

facebook_logo_10.jpgFacebook has opened up a world of good with the official launch of its Marketing API Program. Previously limited to just a few companies, the new welcome mat invites all developers to create tools for campaign management and performance tracking. 


Telligent Raises Bar for Online Communities with Suite Release

 Telligent Raises Bar for Online Communities with Suite ReleaseTelligent (news, site) unveiled a shiny and new version of the Telligent Community suite today, providing the tools needed to create custom communities. 

Attensity and Telligent Named Visionaries in Gartner's Social CRM Magic Quadrant

While the Leaders in Gartner's Social CRM quadrant exhibit characteristics match today's needs, it's the Visionaries that demonstrate an understanding of future market trends. Two familiar names made the cut this year:

Jive, Salesforce & Lithium Lead Gartner's Social CRM Magic Quadrant

In the midst of an exceedingly hot and volatile environment, Gartner has updated its Social CRM Magic Quadrant, naming three vendors that have managed to keep their heads above water.

Adobe Releases Preview of Edge, a New HTML5 Interaction Design Tool

adobe-logo_2009.gifAs long as the iPad, iPhone, and iPod continue to dominate the mobile landscape, flash-based websites and applications will be rendered obsolete. HTML5 promises to be the future, as demonstrated by every new Apple mobile device, Mac and Safari browser that now supports its open standards. If Adobe had any hopes of partnering with, and in return, profiting from Apple, they needed to distract users away from its proprietary Flash applications and towards a new HTML5 program. Enter Adobe Edge.

This Week: 4 Ingredients for a Successful Social Web Strategy

This week saw the end of our July editorial focus on cross channel Customer Experience. However, our recent mobile poll results showed that the mobile web is rapidly climbing your priority lists, and staying there.

We also looked at how context can define a great online customer experience with Ian Truscott, 5 ways a Web CMS supports cross-channel marketing with Patrick Emmons and 4 ingredients for a successful social web strategy with Adam Mertz.

Along similar lines, applying social media practices to social business turns out not to work so well. Our popular article 4 Best Practices for Transitioning from Social Media to Social Business steers you over the common hurdles.

In the news the W3C updated their content internalization checker, Web CMS vendor Ektron released a significant update, and uncle Google readied Google+ for Business.

In August we'll be taking a deep dive into SharePoint in the Enterprise -- taking an in-depth look at where SharePoint is strongest, where it relies on partners most and where other platforms/solutions are a better fit. Stay cool. Stay tuned.


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WEM Advice from the Experts: Managing the Customer Experience

Lately it's been all about the customer experience and customer experience management. Accordingly, this week our contributing experts focused on improving context and honing in on the customer's voice. 

Forrester: Defining the Right Web Customer Experience Metrics

Today's website success metrics rarely include the quality of the site experience as a distinct concept and according to a recent report from Forrester, that’s a big mistake: "Without dedicated customer experience metrics, companies can’t tell whether the site experience actually got better or how changes in the quality of that experience affected the site’s business performance." Here's a summary of three practices you can start to fill this gap: 

Poll: 45% Indicate Mobile is Key to Customer Experience Strategy #CXM

This month we polled you, our dear readers, on the importance of mobile in your Customer Experience Management strategy. The results are in and what we see is that mobile is rapidly taking a seat right next to your normal websites, and will likely soon move out in front.

Customer Experience Management: Let the Customer's Voice Work for You

Customer communication is a fundamental part of holistic customer experience management (CEM). Traditionally, the goal of CEM programs has been to turn customers into loyal brand advocates by ensuring a positive experience with the product or service. But true CEM programs are also driven by the desire to give customers the best possible experience communicating with their providers.

Totango Dances into a New Era of Web Engagement via SaaS

Totango Dances into a New Era of Web Engagement via SaaSLaunched just this week, newcomer Totango (news, site) aims to be the next generation of customer engagement software for Software-as-a-Service heads. 

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