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Web Engagement News & Analysis

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.

How Context Can Define a Great Online Customer Experience

Hello, which “you” is reading this, how and where? As many others have observed in these articles, at no time has the mantra “be where the consumer is” been more relevant in our multi-channel world. But it’s not quite that simple.

Personyze Teams with Joomla & WordPress to Personalize Content Management

Personyze Teams with Joomla & WordPress to Personalize Content Management Personyze (news, site) aims to make content management a bit more personal with its recent Joomla and WordPress integration. 

Tweet Jam Summary: Managing the Mobile Experience #CXMChat

CMSWire hosted a Customer Experience Management tweet jam this past Wednesday, joined by a great line-up of industry experts. Our attention was focused on managing the mobile experience. Here is a summary of the discussion.

Web Engagement Management: What You Know, Who You Know, & Who You Don't Know

Marketing in today’s economy with today’s tools requires a shift from the traditional. It is becoming more and more obsolete to think you can identify your desired “target market” and exclusively deliver content, messaging and communications to them. Most companies’ brand identity and messaging have become more decentralized as social networking continues to evolve in a sprawling viral manner. Marketers need to control what they can, and monitor, manage and address what they cannot.

Moxie Updates Customer Spaces, New Mobile Interface, Integrated XMPP Chat

moxie_software_logo_2011.jpg Moxie Software (news, site) has updated its Social Workspaces Suite, this time focusing on Customer Spaces with a new mobile user interface for the Knowledgebase and integrated chat in the contact center. But that's not all.

This Week: Record Profits, Content Lifecycles & Social Media Perils

As media moguls burned and fiscal crises loomed we kept our eye on the ball, checking out the good, bad and ugly of implementing intranets, the perils of not doing social media (or doing it wrong) and digging up 5 great tools for tracking online visitor behavior.

Gartner released its Magic Quadrant for CRM this week with (surprise!) Microsoft, Oracle and Salesforce leading the pack. Speaking of Microsoft, the company announced record revenues for Q4as did Apple and IBM didn't fare so bad either.

In the land of open source Joomla! unveiled its latest Web CMS release taking aim at the enterprise, Drupal-focused Acquia landed $16 mil in additional funding and Packt kicked off the 2011 Open Source Awards.

Finally, your weekend reading should include these three Customer Experience Management articles: an overview of the Social Customer from Michael Brito, a review of customer experience challenges with Hank Barnes and the case for making the customer, not the content, king by Martijn van Berkum.

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