Customer Experience Matrix

SEPTEMBER 15, 2009

Summary: Adobe's agreement to purchase Omniture illustrates the on-going convergence of Web content management and Web analytics systems. This puts pressure on marketing automation vendors, who also want to provide Web analytics and content management, and who are already being pressed by customer relationship management (CRM) vendors. That's a pretty unpleasant position.

Marketing Automation Services 170

Marketing Automation Services Work Management Marketing Management Vendors 170

Customer Experience Matrix

SEPTEMBER 17, 2009

Summary: Acxiom's new social media marketing tool gathers public data about social media links and uses it to segment email lists. It's a different, and arguably more practical, approach to helping marketers take advantage of social media. Acxiom last week released a new “social media marketing” solution called Relevance-X Social. The press release is frustratingly vague (“With the ability to engage socially active customers and prospects in their preferred networks, marketers can link that know

Social Media 166

Social Media Segmentation Marketing Management Media 166

Customer Experience Matrix

SEPTEMBER 17, 2009

Summary: RightNow has extended its social media footprint by purchasing HiveLive, which lets companies build public and private communities. It also released a benchmark survey showing that online channels (email, chat, Web self-service) don't do much to reduce customer service telephone calls. In keeping with my recent posts about broader utilization of social media, I had a chat earlier this week with on-demand CRM vendor RightNow , who updated me on their recent purchase of HiveLive.

Communities 120

Communities Multi-Channel Cost Advertising Benchmark 120