Customer Experience Matrix
DECEMBER 27, 2006
Here is list of marketing and branding blogs, courtesy of Chris Brown at Branding and Marketing. This is part of project to increase traffic for less-well-known blogs in the area. See The Viral Garden for more information. I haven't looked at every blog on this list but did remove quite a few from the original that didn't seem relevant. Being Peter Kim Pow!
markempa
DECEMBER 21, 2006
B2B Lead Generation Blog About Free Resources Get FREE Updates Instantly Get A FREE Chapter from my book. FREE E-Book 8 Critical success factors for lead generation Just tell us where to send your FREE updates Subscribe in a reader Podcast Feed Subscribe via iTunes Recognition Thanks for Reading! Categories B2B Telemarketing Books Cold Calling CRM Current Affairs Direct Marketing Email Marketing Event Marketing Human Touch Lead Generation Lead Management Lead Nurturing Lead Qualification Leaders
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Buzz Marketing for Technology
DECEMBER 18, 2006
Push-Button Publishing You're about to be redirected The blog that used to be here is now at [link] Do you wish to be redirected? This blog is not hosted by Blogger and has not been checked for spam, viruses and other forms of malware.
Anything Goes Marketing
DECEMBER 12, 2006
If you're a true marketer or a hard-core blogger (or both) you have to be into web analytics. Ok, you don't but you should and I have found some good resources. Bloggers for the most part write because they want to be heard and your analytics justify the time that you sit at your keyboard (for the most part although my wife still needs convincing and web stats, well they just don't do it).
Speaker: Carlos Hidalgo, Co-Founder & CEO of Digital Exhaust, Author, International Keynote & TEDx Speaker
Recent research shows that only 50% of B2B organizations state that they have good alignment between their marketing and sales teams. This lack of alignment tremendously impacts the ability to meet business goals, and is a limiting factor for building and maintaining customer relationships. While many B2B organizations continue to struggle with aligning their marketing and sales teams, they can take practical steps to unify both teams and simplify their overall approach.
WebMarketCentral
DECEMBER 28, 2006
My philosophy of consulting has always been that 1) I want every client to remain a (satisfied) client for as long as possible, and 2) I want every ex-client to be referenceable. To me, that seems common-sensical enough, but I'm disgusted by how many outside vendors don't share that approach to clients, whether through price gouging, incompetence, non-responsiveness, or just plain dishonesty.
B2B Marketing Zone brings together the best content for marketers in the B2B industry from the widest variety of thought leaders.
Customer Experience Matrix
DECEMBER 21, 2006
Yesterday I wrote about the opportunities presented by smartphones for radically new business intelligence applications. The December 11 issue of eWeek had a special advertising section sponsored by VeriSign Inc. that frames the topic more elegantly with a notion of “three screens”: television, computer and smartphone. (“New Opportunities for Three Screens & Beyond”, eWeek , December 11, 2006.
Customer Experience Matrix
DECEMBER 20, 2006
I’m a bit behind on my reading so I just spotted a piece in the December 11, 2006 issue of InformationWeek about accessing business intelligence software on a mobile phone. (See “Power Of A Data Warehouse In The Palm Of Your Hand” available here.) The author is highly skeptical of the notion: “It remains to be seen how many mobile professionals actually need to slice and dice data from handheld devices.
Customer Experience Matrix
DECEMBER 19, 2006
Onyx Software ( www.onyx.com ) is a veteran player in mid-market CRM. It’s been years since I looked at their software. When they were purchased earlier this year by M2M Holdings, which already owned mid-market ERP vendor Made2Manage Systems, it seemed like still further evidence that traditional on-premise CRM software is a dying breed. But my never-ending quest for white papers did turn up a piece from Onyx entitled “Customer Process Management: The Real-time Enterprise depends on the merging
Customer Experience Matrix
DECEMBER 18, 2006
Sunday’s The New York Times had a long article on buzz measurement vendor Nielsen BuzzMetrics ( www.nielsenbuzzmetrics.com ) (“Brands For the Chattering Masses”, Sunday Business , December 17, 2006, page 1). Naturally this caught my eye since I had been pondering how to measure buzz for Customer Experience Management (see entry for December 8). I haven’t decided whether to do a detailed examination of this particular topic, but did take a quick pass through the Web sites of the major vendors.
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Customer Experience Matrix
DECEMBER 15, 2006
Reality can be so annoying. Contrary to my initial impression that “customer centricity” was the major topic at the National Center for Database Marketing conference this week, a close look at the program shows just four of the 45 sessions had this as their focus. The most common topic by far was data analysis and modeling—based on descriptions, I classify 15 sessions in that group.
Customer Experience Matrix
DECEMBER 14, 2006
When I raised the question yesterday of how to apply customer-centric principles in a product-centric company, you may have thought I was being cute and already had an answer. Sorry. Even after thinking about it on the long trip home, I haven’t come up with a solution. The best I can give is some thoughts that seem promising. I suppose there’s a preliminary question of whether customer-centricity is a goal worth pursuing.
Customer Experience Matrix
DECEMBER 13, 2006
I’ve been at the National Center for Database Marketing conference these past few days. As usual, I’ve spent most of my time in the exhibit hall gossiping with friends…I mean, doing research. This doesn’t leave much time for attending the sessions. But from what I see on the conference schedule, the buzzword of the moment is “customer-centric”. Given what we do at Client X Client, I thought this was good news.
Customer Experience Matrix
DECEMBER 12, 2006
I sat in a three-hour presentation on business intelligence systems and took exactly three lines of notes. These were: - brand metrics vs. database marketing metrics. This is an interesting point: brand marketers traditionally look at things like awareness levels, while database marketers look at things like retention rates. Per my comments last week on the role of brands in customer experience management, we need to incorporate brand-style measures into our customer value models. - deliver some
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Customer Experience Matrix
DECEMBER 10, 2006
I’m still pondering the question of what it would take for Customer Experience Management to be the Next Big Thing. Clearly it comes down to becoming a “do this or die” proposition: as in, “your company must adopt Customer Experience Management or it will be overtaken by others who do”. That’s what worked for CRM, Six Sigma, Business Process Reengineering, and probably whatever came before; it’s working today for concepts like Innovation and technologies like RFID and Service Oriented Architectu
markempa
DECEMBER 7, 2006
B2B Lead Generation Blog About Free Resources Get FREE Updates Instantly Get A FREE Chapter from my book. FREE E-Book 8 Critical success factors for lead generation Just tell us where to send your FREE updates Subscribe in a reader Podcast Feed Subscribe via iTunes Recognition Thanks for Reading! Categories B2B Telemarketing Books Cold Calling CRM Current Affairs Direct Marketing Email Marketing Event Marketing Human Touch Lead Generation Lead Management Lead Nurturing Lead Qualification Leaders
Customer Experience Matrix
DECEMBER 8, 2006
Dale Wolf’s comment on my Wednesday post suggests hopefully “it could be that CEM recognition is about to get its due” based on the increasing frequency of “customer experience manager” as a job title. This got me to wondering how you would really measure the progress of a concept towards a buzzword tipping point, or whatever you want to call it. My initial benchmark, which I still think is a good one, is a cover on BusinessWeek.
markempa
DECEMBER 6, 2006
B2B Lead Generation Blog About Free Resources Get FREE Updates Instantly Get A FREE Chapter from my book. FREE E-Book 8 Critical success factors for lead generation Just tell us where to send your FREE updates Subscribe in a reader Podcast Feed Subscribe via iTunes Recognition Thanks for Reading! Categories B2B Telemarketing Books Cold Calling CRM Current Affairs Direct Marketing Email Marketing Event Marketing Human Touch Lead Generation Lead Management Lead Nurturing Lead Qualification Leaders
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Customer Experience Matrix
DECEMBER 7, 2006
Yesterday’s Webinar seemed to go well, based on the little feedback available. In case you missed it, my slides are available here on the Client X Client Web site. The gist was that there are too many products and channels today for the traditional product manager / channel manager organization to function. Instead, companies have to organize around the customer.
Customer Experience Matrix
DECEMBER 6, 2006
The phrase “customer experience” pops up more and more often in vendor promotions and other business discussions. But somehow “customer experience management” (CEM) doesn’t seem to have reached the status of a truly hot buzzword. By that, I mean there is little hype suggesting that CEM is the solution to all your problems, or that your company must adopt CEM or fall hopelessly behind its competitors.
Customer Experience Matrix
DECEMBER 5, 2006
I suppose it’s petty to complain about the size of the type used in a white paper, but you would think something called “The CEO’s Guide to CRM Success” would recognize that senior managers might struggle with a six point font. Yet somehow that tiny type—presumably chosen to keep the paper small enough for busy readers—fits with the general feel of this document, available here from Surado Solutions ( www.surado.com ).
Customer Experience Matrix
DECEMBER 4, 2006
Last Friday I listed the competitive strengths of different types of CRM vendors. Turns out that eWeek ( www.eweek.com ) had something similar on its mind. “SaaS: More, not less, channel” (eWeek, November 27, 2006), available here , argues that hosted systems will move beyond their current advantages of low cost and rapid implementation. The new positioning will draw on expert channel partners such as Value Added Resellers to help customers not simply install the software, but also train their s
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Customer Experience Matrix
DECEMBER 1, 2006
Yesterday’s entry about Sage Software’s paper “17 Rules of the Road for CRM” may have given an overly positive impression. In stating that the points in the paper were all valid, I didn’t mean that the paper itself is a fair treatment of the subject. There are other, equally valid points that the paper leaves out. What are these points? Let's invert Sage’s own approach, which was to highlight the weaknesses of its competitors.
Buzz Marketing for Technology
DECEMBER 13, 2006
Push-Button Publishing You're about to be redirected The blog that used to be here is now at [link] Do you wish to be redirected? This blog is not hosted by Blogger and has not been checked for spam, viruses and other forms of malware.
Buzz Marketing for Technology
DECEMBER 11, 2006
Push-Button Publishing You're about to be redirected The blog that used to be here is now at [link] Do you wish to be redirected? This blog is not hosted by Blogger and has not been checked for spam, viruses and other forms of malware.
Buzz Marketing for Technology
DECEMBER 7, 2006
Push-Button Publishing You're about to be redirected The blog that used to be here is now at [link] Do you wish to be redirected? This blog is not hosted by Blogger and has not been checked for spam, viruses and other forms of malware.
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Buzz Marketing for Technology
DECEMBER 4, 2006
Push-Button Publishing You're about to be redirected The blog that used to be here is now at [link] Do you wish to be redirected? This blog is not hosted by Blogger and has not been checked for spam, viruses and other forms of malware.
Anything Goes Marketing
DECEMBER 3, 2006
I'll admit that I don't regularly download podcasts via an RSS feed but I do listen to them the odd time. It looks like I'm not the only one. eMarketer.com reports that in August of 2006, 17 million people had listened to a podcast which is 70% more then the number of people who downloaded a podcast from April 2006. Holy crap batman, it's time to get your recording devices out!
WebMarketCentral
DECEMBER 22, 2006
Ardath Albee at the Marketing Interactions blog tagged me , so in the Christmas spirit, I'll play the game. 1. I biked to Canada with my oldest brother when I was 15. That's biked in as 10-speed, not motorcycle. 920 miles in eight days. 2. My wife and I like to joke that we are both "perfect 10s" -- I was the tenth child out of ten, she was the tenth out of 11.
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