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Web Engagement News & Analysis

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.

3 Ways Your CRM Technology Investment Can Backfire

So what can go wrong if you don’t add that human touch in implementing a CRM technology for your sales efforts? Here are the top three ways that can bring you to ruin.

New Webtrends Social Suite Makes Brand Management Easy

New Webtrends Social Suite Makes Brand MGMT EasyToday Webtrends (news, site) released its revamped marketing suite complete with a new name tag: Webtrends Social. The "social media command center" focuses on Facebook, allowing users to create and manage a presence on the network without integrating tools or writing any code. 

Anonymous Hackers Take Aim at PayPal, Ask Users to Close Accounts

paypal_logo_09.jpgThe hacking collective, Anonymous, has started a new campaign aimed at two of the web's biggest brands, encouraging users to close their accounts and use alternative services.

Tealium Introduces Self Service Tag Management For Marketers, No IT Required

tealium_logo_2011.jpg Tag management is the process of managing the various web analytics and campaign tags you place on your web pages to measure traffic, run campaigns and all that good stuff. It's unlikely you use just one application that uses tags, which means tag management can be a pain in the butt. Tealium introduces a solution for your tag management woes -- a single universal tag managed by the marketer, not IT.

Optify Releases Basic Edition for SMBs & Upgrades for the Profesh

Optify Releases Basic Edition for SMBs & Upgrades for the Profesh Today Optify (news, site) gave a hat tip to the littler guys with the announcement of a new Basic Edition of its marketing software for SMBs.

5 Ways a Web CMS Supports Cross-Channel Marketing

Today’s technology has certainly changed the way marketers reach potential customers. The internet, social media and mobile smartphones are just a few of the new ways to engage a target audience. But with all these increased opportunities also comes a need to convert that engagement into revenue. Successful marketing campaigns can lead to a boost in website visits. But visits don’t mean much without a final sale.

That’s where an effective content management system comes into play. Using a CMS as your hub for cross-channel marketing efforts can help keep messaging consistent and customized for your audience. 

Content Strategy: 5 Tips on Working with an Information Architect

As content strategy continues to emerge as an important UX discipline, alongside usability, interaction design, visual design and information architecture, content strategists will work with other UX professionals, closely and under scrutiny. What makes this challenging is that for many UX professionals, content strategy is still murky. While working with a content strategist for the first time, many UXers may not truly understand your role.

Here are five tips for maximizing your professional working relationship with an information architect (IA).

Ektron 8.5 Enterprise Ready: New Architecture, Search & a Refined Interface

ektron_logo_2011.jpgBoth Forrester and Gartner have recognized Web CMS vendor Ektron in their respective Web Content Management reports, and both have said that Ektron still needs to prove itself enterprise ready. Today, that's what Ektron is doing with the announcement of release candidate Ektron 8.5. There are a number of major changes in this version, is it enough?

How, Why to Integrate SMS into Your Mobile Engagement Strategy

Recently we talked about how Aprimo has made integrating SMS marketing strategies easier for its customers. While the mobile experience is multifaceted and includes many ways to connect and engage with users, for many the mobile experience can overwhelm and make it harder to gain access to information. Mobile messaging is not only guaranteed to reach more people, it has the potential to engage them as well.

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