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Web Experience Management News & Analysis

The One Gift Holiday Shoppers Really Want

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The one thing holiday shoppers will be looking for this year is more consistency in their shopping experience.

This won't shock savvy marketers with a laser focus on customer-centricity, but a new survey has found 90 percent of shoppers want their experience to be consistent across mobile, desktop and tablet devices. That's a 17 percent jump from last year.

Discussion Point: Who'll Win the Digital Marketing Arms Race?

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Sitecore CEO Michael Seifert caught our attention last month when he claimed the "arms race" among 1,000-plus digital marketing vendors is hurting the industry.

"Frankly, I think it's getting absurd," he told the crowd at his company's annual symposium in Las Vegas. "Marketing technology is starting to fail the marketer."

His argument was that the smaller players only operate on the channel they serve. Seifert believes Sitecore's comprehensive approach puts it among the marketing cloud superpowers -- like Oracle and Adobe -- that will thrive while smaller players fade away.

In Web Analytics Ranking World, Another Choice Emerges

customer experience, In Web Analytics Ranking World, Another Choice Emerges

Who's got the best web analytics software?

Forrester Research stands by these guys in its Wave for web analytics released in May. Forrester's not the only one ranking analytics. Or ranking anything, as we just learned this week with Gleanster Research.

The latest to flex its ranking muscles is TrustRadius, an Austin, Texas-based forum for professionals to share "candid insights about business software."

And TrustRadius feels it has 230 good reasons for being a trusted source for analytics rankings --  the 230 reviews by analytics software users that ultimately led to the crowdsourcing firm's TrustMaps™ for Digital Analytics software.

"It's performed by market segment -- company size -- others are one size fits all," Vinay Bhagat, CEO of TrustRadius, told CMSWire when asked what makes his company's ranking style unique. "It's based upon real user information vs. a survey of vendors, a typical analyst approach. Analysts generally do a very poor job of collecting real user feedback. Their surveys are long feature checklists, and are often driven by historical relationships with vendors."

Why SaaS Saw Its Biggest Revenue Gain Since Recession

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Software companies led by entrepreneurs with experience in building successful software-as-a-service (SaaS) organizations are thriving. They as much as double revenue growth year-over-year, a new software industry report finds.

In other words, those in their second or third rodeos in SaaS software fare well.

The findings are reported in this month's 2014 Software & SaaS Financial Benchmarking Industry Report, the eighth annual study produced by Boston-based OPEXEngine in conjunction with the Software & Information Industry Association (SIIA).

"Far more well-funded, venture-backed, companies are hitting their stride with growth rates of 50 percent to 100 percent year over year, than ever before," Lauren Kelley, CEO and founder of OPEXEngine, told CMSWire. "Many of these companies are being established by entrepreneurs who have already built one or two, sometimes three, SaaS companies before, and managed by executives with equivalent experience. These executives can get a new company up and running far faster than five or 10 years ago when SaaS was a new management discipline." 

Real Estate Firm Scales Up Its Global Marketing Efforts

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By 1985, two years after Gary Keller and Joe Williams set up their first realty office, it was already the largest brokerage in Texas. Today, Keller Williams is going global, raising significant technology challenges in marketing, business process management and governance.

At the center of that tornado is Cary Sylvester, the company's Austin-based vice president of technology, communication and innovation -- a long, but accurate title considering everything on her plate as the company expands to six far-flung locales: Vietnam, Turkey, UK, Indonesia, South Africa and Germany.

"You can tell there's no specific region we've targeted," she explained. "Once we find the right people, and if their culture is one that will really embrace and adapt to our models, and they want our models, that's the country we'll go into."

Gartner Rates These 5 Companies Tops in Campaign Management

customer experience, Gartner Campaign Management MQ: IBM, Oracle, Teradata, SAS, Adobe Lead

The four providers selected as the best in Gartner's Magic Quadrant for Multichannel Campaign Management last year made a return appearance and welcomed a new leader in the 2014 report.

Adobe joined the top dogs from last year — IBM, SAS, Teradata and Oracle — in the research firm's latest multichannel campaign management (MCCM) analysis. 

Gartner defines MCCM as a process that enables companies to define, orchestrate and communicate offers. It includes both inbound and outbound offers to customer segments across multichannel environments, such as websites, mobile, social, direct mail, call centers and email. 

"Digital marketing," researchers added in the Magic Quadrant report, "continues to integrate with campaign management, and it includes addressable branding/advertising, contextual marketing and transactional marketing. Digital marketing extends the marketing process through channels such as the Web, email, video, mobile and social applications, point-of-sale terminals, interactive TV, digital signage, and kiosks."

Salesforce1 Mobile App: Better than Dynamics and Siebel?

customer experience, Salesforce1 Mobile App: Better than Dynamics and Siebel?

Salesforce gained an edge over its competitors with its move to mobilize CRM processes. Its new mobile app for the enterprise empowers sales professionals to do “business on the move,” analysts told CMSWire.

“It’s difficult to judge against all enterprise apps, as they all serve very different purposes,” said Richard Absalom, senior analyst for Enterprise Mobility for London-based Ovum Research.

“But CRM is really low-hanging fruit in terms of a process that can be immediately improved by mobilizing. From that point of view, Salesforce1 does stand out, making it easier for the huge number of sales professionals using Salesforce to do business on the move. Making it available through any browser should mean that it can reach a wider audience, and the range of new features in this update looks pretty impressive.”

Salesforce Shoots for Facebook-Level Mobile App Success

customer experience, Salesforce Shoots for Facebook-Level Mobile App Success

Facebook does it. Can Salesforce?

The company released its new Salesforce1 Mobile App today. The app adds more than 30 new features that Salesforce said will enable users to manage any business process from a mobile device.

The new-features launch comes about six months after the CRM provider launched its Salesforce1 platform at its Dreamforce 2013 conference.

That platform, geared toward offering Salesforce software users a more full bodied mobile app building toolkit, played off the provider’s February 2013 release of its mobile app development platform.

“People spend 17 percent of their time on Facebook -- that’s a killer app,” Michael Peachey, senior director of Mobile Products for Salesforce, told CMSWire. “In terms of adoption, there are a number of fundamental things going on there. No. 1 -- it’s connected to people who you like, and people you want to share information with.”

Why These Six Web Analytics Providers Lead the Pack

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Web analytics providers that offer predictive analytics, support for mobile applications, reach of partner programs and the ability to support customer implementation rank among the best, according to Forrester Research.

Forrester named the best of the best in this space in a Wave report released this week

Adobe, AT Internet, IBM and Webtrends lead the pack with strong web analytics offerings and strategies for the enterprise, according to the Forrester Wave for web analytics. 

Google is a “strong performer” that offers a premium product that’s gaining support for easy-to-use features. 

SAS Institute is a “contender,” offering a customer-intelligence-based alternative.

CoreMedia Promises Seamless Customer Experiences

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The notion of seamless customer experiences across channels is more of a wish than a reality.

"There is a lack of integration" among e-commerce and content providers, said Doug Heise, global product marketing director for CoreMedia, a web content management provider. "Customers are not getting that single brand experience they want."

But Heise told CMSWire that CoreMedia AG has a solution. The company, which has headquarters in Hamburg, Germany and San Francisco, introduced LiveContext 2.0 today. Heise said it will provide e-commerce and marketing professionals the ability to transform their online stores with better experiences.

CoreMedia is calling it a next-generation digital engagement application that is integrated with IBM WebSphere Commerce.

Why the Marketing Technology Industry is Like Polygamy

customer experience, Why the Marketing Technology Industry is Like Polygamy

Staying faithful in any marriage is (we hope) one of the primary goals. Staying faithful to one marketing technology provider means divorce.

In this marketing technology world, you see, it's more like Big Love than it was with Rob and Laura Petrie (living-room dancing at left).

One marketing provider? Doesn't seem to happen today.

Will one vendor ever be the be-all, end-all for companies deploying marketing technology?

"No," said Forrester Research analyst Cory Munchbach. "There's too much innovation happening too quickly for any digital marketer to reduce their technology stack to one platform. They may use one as a hub or a backbone for all the rest of the technology to plug into, but there will always be more than one capability than what a single platform provides."

New Joomla Web CMS Enhances Search, Security

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Joomla had so much fun releasing its biggest version to date in November that it decided to update again this quarter. 

The company, an open source web content management system (CMS) provider, today announced the availability of Joomla 3.3. The new version overhauls its security approach, enables micro-data for the first time and replaces MooTools-based JavaScript with jQuery equivalents.

In other words, it helps developers and users have a more efficient experience and makes Joomla-powered websites better indexed by Google while ensuring robust security, the company boasts.

“It’s a more secure Joomla than we’ve ever had before,” said Sarah Watz, newly elected president of Open Source Matters, a nonprofit that provides organizational, legal and financial support to the Joomla project.

Key Insights About the $1.9B Marketing Automation Industry

It seems people are in love with marketing automation (MA). Last week, we covered a report that had some surprising -- and not-so surprising -- numbers, depending on who you asked.

Another report, this one by Frost & Sullivan -- claims the marketing automation industry will hit $1.9 billion by 2020. And a new study from Mintigo shows that 11.8 percent of technology companies have already adopted marketing automation platforms as compared to 4.9 percent overall.

Which report should you believe? Time will tell. Check out the comment chain here for a sampling of opinions. And to bring more perspective to the industry, we catch up with Hiral Jasani, digital media industry analyst from Frost & Sullivan.

4 Ways Data and Analytics Improves Your Digital Marketing

customer experience, 4 Ways to Improve Your Digital Marketing Through Data & Analytics

As a digital marketer, you are asked to create display campaigns that positively affect brand awareness. You are asked to make optimal use of your advertising budgets by market. You are asked to analyze customer behavior and media consumption.

So how do you get there? Data and analytics are keys, according to Sandro Catanzaro, founder and SVP of Analytics and Innovation at DataXu — and shared four ways to use them to improve digital marketing.

Google Now Putting Out Fires with $3.2 Billion Deal

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Google can offer you tips on how to put out a fire. Now it can literally help put out a fire for you -- and take the temperature of the room.

In its first major news announcement of the New Year, Google Inc. announced today on its blog it will acquire smoke alarm detector maker Nest Labs for $3.2 billion.

First, Google Analytics. Now Google Extinguisher?

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