Customer Experience Matrix

OCTOBER 6, 2006

Bear with me on this one. At the risk of seeming pedantic, I want to discuss the difference between the purchase process and the customer life cycle. The purchase process is a sequence of events, such as awareness, trial and repurchase. The customer life cycle is a set of states, such as new customer, active customer, and lapsed customer. One describes concrete activities, such as going to a store or making a payment; the other describes artificial constructs such as customer segments or relatio

Planning 120

Planning Paid Search Agency Deliverability Segmentation 120

Customer Experience Matrix

OCTOBER 4, 2006

This was going to be another snarky deconstruction of a press release, based on an announcement from knowledge management vendor KNOVA ( www.knova.com ). Indeed, some sarcasm may still be in order, given that KNOVA has decided it delivers something called an “Intelligent Customer Experience”. I’m sorry but that’s not an informative label. Nor are matters clarified by learning that KNOVA brings “the power of Web 2.0 to the enterprise.

Enterprise Management 120

Enterprise Management Web 2.0 Microsite Press 120

Customer Experience Matrix

OCTOBER 3, 2006

My continuing quest for an agent-based modeling system has led to DecisionPower Inc. ( www.decisionpower.com ), which claims—accurately, so far as I know—to offer the only agent-based modeling application tailored specifically for marketing. My product review should appear shortly in DM News ( www.dmnews.com ) and is already in the archive at www.raabassociates.com/database/articles.htm , so you can read the details there.

Terms and Conditions 120

Terms and Conditions Aggregators Statistics Paid Search Agency 120

Customer Experience Matrix

OCTOBER 5, 2006

“CRM has sustained success through its ability to help companies sell but, only focuses on a portion of the customer relationship, not taking into account pervasive business processes that can affect customers.” I couldn’t have said it better myself, although I might have been more careful about the commas. But that is the opening sentence of “Customer Relationship Management: Putting Customers at the Center of the Business,” a white paper from Exact Software ( www.exactamerica.com ).

Software 120

Software Product Buy Paper 120