Customer Experience Matrix

FEBRUARY 26, 2009

If you suspected that my last two blog posts were a way to avoid writing a post that ranks vendors on usability, you’re probably right. You’re also spending way too much time worrying about my blog, although I appreciate the attention. But it turns out that those posts served a purpose beyond procrastination. In particular, they helped me to clarify the distinction between small campaigns focused on a specific treatment (e.g. offering a white paper or promoting a Webinar) and the larger process

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Customer Experience Matrix

FEBRUARY 25, 2009

Yesterday’s chance to write the first review (I think) of Marketo’s 3.0 release seems to have awakened a long-dormant journalism gene. I spoke today with Genius.com , whose new nurture marketing system, Genius Enterprise, will officially launch next week. Knowing I’ll have another scoop if I write about it at once, I find I can’t resist. Genius.com itself has been around since 2006, when it launched SalesGenius.

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Customer Experience Matrix

FEBRUARY 24, 2009

I’m going to diverge just slightly from my current obsession with usability to talk about a conversation I had today with Marketo President and CEO Phil Fernandez, who previewed the 3.0 release of his flagship product, scheduled for March 3. The changes that Fernandez described seemed good but subtle. Major themes were greater access to detailed information, more precise targeting, and tighter integration with Salesforce.com.

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Customer Experience Matrix

FEBRUARY 23, 2009

I’ve continued to refine my checklist of items for scoring demand generation vendors on "ease of use for basic functions". Results are promising in that my draft rankings agree with my intuitive sense of where different vendors fall on the continuum. Of course, actually publishing the rankings will throw some vendor noses out of joint, so I need to think a bit more how to do it so that everything is as transparent and reasonable as possible.

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