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Web Experience/Engagement Management (WEM) Articles

E-Spirit CMS Promises to Improve User Experience

Content is still king. With the version 5.1 release of its FirstSpirit Content Management System (CMS), e-Spirit re-affirms its commitment to that principle.

Good content means good customer experiences, and good customer experiences helps to retain customers, the company maintains.

Adobe Users: Full Day's Work Lost in Login Lockout

customer experience, Adobe Users: Full Day's Work Gone Due to Login LockoutTom Edwards had deadlines to hit. Clients to answer to. Money to make.

He couldn't get any of it done when Adobe's software crash last week locked out him and the rest of its million users from its online subscription service.

"The login failure meant that we could not complete scheduled workloads for three of our customers, all of which had updates and changes to be made to their websites, one business critical, as well as finish design mock-ups for another client," said Edwards, founder & director of Digital Edwards, a Berkshire, UK-based creative and marketing agency. 

Customer-Centric and Easy to Use is the New Business Model

Truly customer-centric companies will dominate the Internet Age. 

Alibaba, a Chinese Internet company, is about to go public in the US. It is expected to raise more than the Facebook share sale.

According to the BBC, “The total value of merchandise sold on its platforms last year was more than that sold on Amazon and eBay combined.” Alibaba has 72 percent of mobile commerce in China.

This Week: More DDoS Attacks + EMC, Documentum Partnership

Take Web Cover!
DDoS attacks are getting stronger, faster, bigger and smarter

IBM's CX Platform Examined
Marketers aren’t the only ones involved in marketing. That’s why IBM deployed a new customer experience platform.

Happy Customer, Happy ROI
This is your new ROI: start by improving the client experience through the employee experience.

Collaboration Justification
Are there any good examples of a business justifying its social collaboration investment in clear financial terms?

Layoffs or No Layoffs?
SAP this week tells us no "massive" layoffs are planned. But there will be some layoffs

Match Made in Heaven?
EMC and Documentum officials say they are a good fit, but it's not the whole story.

6 Factors for Choosing the Right Marketing Tools
Practical insights into the customer journey and how these impact your choice of tools.
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Bad Time for an IPO? Don't Tell Zendesk

2014-16-May-Zendesk-IPO.jpgIf anyone tried to convince Zendesk cofounder and CEO Mikkel Svane that now was the wrong time for an enterprise, SaaS company to go public, it’s good he didn’t listen.

Yesterday the company’s shares opened for trade on the New York Stock Exchange, under the ticker symbol ZEN, at $9 each -- directly in the middle of its projected $8 to $10 range -- and ended the day at $13.43, more than 49 percent above where they started.

It’s estimated that the cloud help desk provider raised $100 million which it will use to build on its success and accelerate its growth.

Adobe Creative Cloud Crash Locks Out Users

A software failure locked the one million users of Adobe's Creative Cloud out of "several Adobe services" for about 24 hours yesterday and Wednesday, the software giant announced. The services have been restored as yesterday, Adobe said.

"The failure happened during database maintenance activity and affected services that require users to log in with an Adobe ID," Adobe said in a statement.

Contacted today by CMSWire, an Adobe media representative said no officials were available to speak. He referred us to the Adobe blog on the issue.

IBM Marketing VP Adds Color to Big Blue [Video]

2014-16-May-colorful-socksThere was a time when most IBMers wore uniforms of pin-striped suits, white button-down shirts, rep ties and wing-tipped shoes. Now there's a lot more color — in speech and dress, thanks to the leadership of executives like Tami Cannizzaro.

Cannizzaro is a vice president of marketing in the industry solutions division at Armonk, N.Y.-based IBM. She embraces social media, thinks of herself as a brand advocate and credits her employees for being smart enough to share appropriate information about themselves and their company.

"I always hear people say 'I don't have time for social media.' What I tell members of my team is that I prefer then to be active advocates for our brand, making sure they are aware of what's happening in the industry, rather than answer their 200 emails from internal type activity."

"It's really important, especially for large brands, to use social media to be active and keep their hands on the pulse of what's happening, especially in marketing. As a marketer, the landscape is changing very, very quickly. It's important to stay fresh and really understand how to use social, because it's a very powerful tool."

Why Digital Analysis Projects Fail

Good analysis can stall out before it even begins because people do not understand its purpose. This leads to fuzzy analysis projects that take forever to accomplish, have no focus and provide nothing more than a collection of random data points. It’s really painful to witness and can sour your organization on the value digital analysis can provide in guiding your digital initiatives.

There are more than a few reasons why digital analysis projects fail. People mistaking analysis and reports as the same thing or not understanding that there should be a difference are two.

Social Media Apps for Marketing, Software Updates and More

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And now, the news. Google improves Behavior Flow visualizations, Glip unveils a new messaging app for businesses, HipLogiq offers a social marketing app and a new survey looks at social media as a customer service channel.

Plus, Corveo updates its version for Sitecore and Acxiom acquires LiveRamp.

Face It: Effective Marketing is All Digital #WDS2

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If you're still dragging your feet on digital technologies, it's time to stop. As Newcastle Beer brand director Quinn Kilbury said yesterday, "Everything you do has to be about digital. In fact, 100 percent of our marketing budget goes to digital."

Kilbury was one of more than two dozen speakers who took the stage at the all day Westchester Digital Summit in metro New York City. Held at the Ritz-Carlton in White Plains, N.Y., the event brought several hundred senior marketing professionals together to brainstorm the best ways to create a strong social and digital presence.

From building your brand's online reputation to capitalizing on social media to connect with everyone from customers to competitors, marketers have more options than ever before. And while that may be intimidating, it's also a fact of life — and any company that fails to embrace it is doomed to fail, the speakers consistently warned.

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.

Are You Playing Whac-A-Mole With Customer Experience?

Are You Playing Whack A Mole With Customer Engagement?We've all heard that the customer is in charge: They're calling the shots and managing their own destiny. The role of vendors has been relegated to a supporting and enabling one. It’s all about the customer and the only thing that matters is their perspective.

CEOs and management teams agree on these points on an intellectual level, but emotionally, the new reality is a hard one to swallow. In the good old days Sales was the key to customer’s success. Having that level of influence is hard to let go of.

Inside IBM's New CX Platform #SmarterCommerce

Marketers aren’t the only ones involved in marketing. That’s IBM’s thinking.

And that’s why Big Blue debuted this week its new IBM ExperienceOne at its SmarterCommerce Global Summit 2014 in Tampa, Fla. It replaces the Enterprise Marketing Management (EMM) Suite brand.

“This is reflective of a few important things that we recognized in business,” said Jay Henderson, strategy director for IBM Smarter Commerce, who talked to CMSWire in a phone interview from Tampa this week. “EMM was really focused around the discipline of marketing ... But the discipline of marketing is changing. It isn't just the responsibility of marketers. There’s sales and customer service, which are all engaging with customers.”

Shutter the Sales Funnel

Shutter the Sales FunnelAs form publishers find they are able to ask for less and less personal information (and get away with it), some panic, thinking they're losing the best, cheapest lead stream they know. And, without a doubt, they are. This article continues that discussion started in Free Me From Your Website Forms, but from the perspective of the marketer who now needs an alternate solution.

Professional marketers reading this will likely take one of two positions: They’ll panic at the idea of shuttering the tops of their sales funnels or they’ll see the writing on the wall and think, yep, this is exactly the way things are going.

Free Me From Your Website Forms

2014-14-May-Pawn-Shop.jpgHow much would it cost me to buy your name and email address? You probably don’t have a figure in mind but you negotiate the worth of your personal information every time you submit a website form.

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