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Web Engagement News & Analysis

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. 

Get Breakaway Marketing Efficiency with Four Engagement Metrics

Engagement must be the next new thing in digital marketing. I see the term used everywhere in print and at conferences, but it is usually referring to what marketing should have always been doing anyway -- involving potential customers so they increase communication, build trust and form commitment. The problem is that the old analytical tools just aren’t up to the job. 

If we are going to increase our customers’ engagement over the web, we can’t use the same web analytics we’ve been using for over 15 years. We need metrics that measure our marketing effectiveness and how well we engage our visitors. We need engagement analytics.

"Facebook for Business" Makes a Lackluster Debut

As we all twitch in anticipation of the Google+ for business release, it's no surprise that Facebook has introduced a new site for highlighting the processes of advertising and marketing on the social network.

4 Ingredients to a Successful Social Web Strategy

For many marketers, cross-channel marketing on the social web has been a dizzying, ad hoc and all-too-often unmeasured experiment. What many don’t understand is that the social web offers the greatest marketing opportunities we have ever seen, so it’s time to get serious.

Adobe Updates FormsCentral With New Reports, Skip Logic & Twitter Integration

Adobe Updates FormsCentral With Summary Reports, Skip Logic, Ratings & Twitter IntegrationForms add interactivity to any website or application. Organizations can benefit from data and information received from clients, customers and other stakeholders. But this information is best digested with tools that make management of data easier. Adobe (news, site) has recently announced an update to its FormsCentral (news, site) service, which adds summary reports, ratings and social media integration, among other new features.

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