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Web Experience/Engagement Management (WEM) Articles

Want Subscribers? Recognize Who Owns the Channel

2014-23-May-Social-Channels.jpgAccording to a recent study from EdgeRank Checker that analyzed 50,000 posts from 1,000 brand Facebook pages, Facebook’s organic reach has been on the steady decline over the past two years. Marketers should realize that this decline is not only natural, but unavoidable. While user growth -- the goal of every social network -- will increase the amount of social status updates, the total amount of time people have to view this content will not.

To remain successful, marketers have to understand the implications of social media data ownership and monetization. Brands have spent a lot of money building their "likes" so they could harness Facebook as a channel within an overall marketing efforts.

Long Live the Marketing Funnel

2014-23-May-Marketing-Funnel.jpgContrary to what you might have heard, rumors about the marketing funnel’s demise are greatly exaggerated.

The funnel is alive and well. And it should be leveraged extensively by marketers. It provides a consistent and universally understood (and somewhat accepted) framework. The funnel does come in a variety of shapes and sizes and colors -- with different twists and turns. Despite this variety, few marketers really leverage this powerful model.

Remaking Marketing With Remarketing

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In the post Making the Most of Dynamic Tag Managers, I shared how tag managers address dynamic campaigns, a refining element for better analytics. One benefit from that refinement is enabling a better response to website visitor segments that can appear.

Certainly one segment that appears is the casual customer who browses a number of websites. That customer needs a reminder of why your site is worth a conversion — a purchase, a download or what action that you are undertaking.

The usual string around the finger is digital advertising. But the best string to use is a remarketing campaign.

By using remarketing features in Google Analytics, you can reinvigorate paid search campaigns and cross-device strategy.

This Week: SAP Boosts Marketing Toolkit + We Smell a Windows RAT

SAP Adds Marketing Muscles
SAP acquired behavioral marketing specialist SeeWhy this week. But is the marketing cloud battleground set?

Stormy B2B Selling
Anyone looking to sell IT technology B2B has it pretty hard these days

Mobile Enterprise Like Rome
While important strides are being made, we are still years away from realizing the full potential of the mobile enterprise.

Collaboration ROI Fool's Gold
Collaboration ROI miners who dig for fool’s gold and find it think they have hit the jackpot — only to find out later that it is worth nothing

Beware the Windows RAT
The latest warning from the FBI bears a strange resemblance to a trailer for a poltergeist experience. 

Big Gains for Big Data
Hadoop, Hadoop distros and the technologies and analytics around big data keep getting more widespread and more pragmatic to use.

The Definitive Guide to Content Migration (download free)
Intel migrated 300,000 web pages in only 8 weeks by automating their content migration.
Learn how they did it

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Busted: 5 Common Myths Of Customer Service

2014-22-May-Big-Fella.jpgThere are dozens of misconceptions about working in customer service commonly assumed by businesses. Whether a fresh young start-up or established conglomerate, mistakes like limited thinking or an overemphasis on one particular aspect of a customer strategy has the potential to weaken a business from the inside. And it’s amazing how many companies continue to make the same mistakes, resting on the appeal of their renowned brand name whilst they fail to address gaps in their service structure.

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.”

Go Digital - In 6 Easy Steps

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Finally, someone has stood up and said it. Digital business is not about IT,  applications, software, the cloud or even — as much as it pains us to say it — information management.

Digital business is a mindset. A different way of thinking about business. It includes all the above elements, but it is more than the sum of those parts. According to new research from Gartner, digital business is the new enterprise lingua franca, with digital expertise spread across the entire organization.

NICE Systems Wants to Hear Your Voice

Sometimes, proving who you are can be difficult. To make phone authentication easier, customer interaction management provider NICE Systems has unveiled its real-time authentication solution that requires only your voice.

The system's Seamless Passive Enrollment process creates a voice print from previous callings, so that users do not have to set up their own voice profiles.

"If a customer has called before, they can be automatically authenticated using their voice the very next time they call," NICE Enterprise Group Yochai Rozenblat said in a statement.

TechValidate Integrates With Oracle Eloqua Marketing Cloud

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TechValidate believes it has a solution that integrates seamlessly with one of the industry's big players in the marketing software cloud space.

The Emeryville, Calif., provider, led by CEO Brad O'Neill (pictured left), announced this week its integration with Oracle Eloqua Marketing Cloud.

It will help B2B marketers automate, they say, the process of creating marketing content with a drag-and-drop from their TechValidate library directly into Eloqua campaigns.

"For the first time ever, there will be a totally seamless way for B2B marketers to find highly-targeted customer evidence and get it in the hands of segmented customers and prospects," TechValidate claimed in their product pitch to CMSWire.

The Marketing Cloud Battleground Isn't Quite Set

customer experience, Is the Marketing Cloud Battleground Not Quite Set?

It’s SAP’s turn to go fishing for marketing software.

“SAP really needs to step it up on the marketing side of things,” Ian Michiels, principal and CEO of Pleasanton, Calif.-based Gleanster Research, told CMSWire yesterday as SAP announced it acquired behavioral marketing cloud provider SeeWhy

“Both Adobe and Oracle have extremely compelling stories to tell, but they are largely just stories,” Michiels added. “Only a handful of clients, if any, are using comprehensive suite offerings."

SDL Boosts CX Cloud Offering with SDL Web

SDL says it has something better than "personalization" for marketers.

Calling it "context brokering," SDL says it now has the capabilities within its Customer Experience Cloud (CXC) offering to help businesses provide personal and contextualized interactive brand experiences for customers across all channels and devices. It does through its next release of SDL Web, the Web pillar of the CXC.

Carsten Wierwille: Improving CX Through Better Design

Connecting with Bill SobelCarsten Wierwille is the kind of guy who tweets that his autocorrect turns "happiness" into a "happy mess" — and that the early bird gets caught by the bird.

He sees things a bit differently, as he should: he's vice president and general manager at frog, a global product strategy and design firm.

He manages frog's operation in the US, aligning creative passion with client goals. He has more than 15 years of experience in digital design, technology and innovation strategy, and has worked extensively with clients in a variety of industries including automotive, financial services, telecommunications and media.

Rubicon Project Automates the Digital Ad Marketplace

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In the fragmented ad-tech market, Rubicon Project is focused on the sellers. The company’s cloud-based platform automates sales of digital ads for more than 700 publishers and applications, including 40 percent of the ComScore 100.

The company boasts that its ad exchange reaches 97 percent of Internet users and claims that no digital display platform in the US has a wider reach.

On the buyer side, ad agencies, ad networks, more than 300 demand-side platforms (DSPs) and more than 100,000 brands use Rubicon Project’s solutions to simplify the management of their digital ad spending — covering everything from order flows to campaign tracking and audience analytics.

So what's the outlook for this company?

SAP Buys Cloud Behavioral Marketing Provider SeeWhy

Everyone wants personalized marketing capabilities in their platform, even SAP. So it went out and grabbed some.

SAP announced today the acquisition of SeeWhy, the cloud-based behavioral target marketing solutions provider. SAP is adding to its customer experience arsenal that it built with the addition of e-commerce platform vendor hybris last summer.

HP Autonomy Adds Muscle to its Marketing Platform

HP Optimost Visual Test_ lead.jpgHP continues to build its portfolio today with the launch of Optimost Visual Test (OVT), a new self service A/B/n testing product that builds on the technology it acquired when it bought Autonomy. The technology aims to help marketers identify new opportunities more quickly. 

The introduction of OVT follows last October's launch of HP Autonomy’s new Digital Marketing Hub (DMH). OVR is, in fact, tightly integrated with DMH and adds considerable muscle to the marketing platform. 

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