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Pitney Bowes Interaction Optimizer and Dialogue Offer Unified Inbound/Outbound Marketing Campaigns

Customer Experience Matrix

Purchases have included Group 1 Software (2004), MapInfo (2007) and Portrait Software (2010), which are now part of a customer analytics and interaction group within the company’s software division. Dialogue and Interaction Optimizer are closely linked, sharing a user interface for campaign definition and both using Foundation to connect with external systems.

Tibco Lays Out Architecture for Customer Interaction Management

Customer Experience Matrix

Or at least, that’s my interpretation of what led it to publish a paper on “Predictive Customer Interaction Management,” available here. The paper speeds past the niceties of why interaction management is important to reach its real topic: what a customer interaction management architecture looks like. Tibco Software ( www.tibco.com ) has been providing enterprise integration technology for what seems like forever (actually, since 1985). But while it’s still basically in the plumbing business, it has apparently been paying attention to how people are using its products.

Beware Distributed Analytics (You Read It Here First)

Customer Experience Matrix

Examples abound: - channel-specific analytical systems for Web sites and call centers (see last Thursday's post ). more extensive business intelligence capabilities built into enterprise software systems like SAP - rule- and model-driven interaction management components built into customer touchpoint systems - more advanced testing functions built into operational processes (okay, we haven’t seen that one yet, but I did write about it yesterday ). Generally speaking, more analytical capability in operational systems is a Good Thing.

IBM Paper Makes Emotion the Focus of Customer Experience Management

Customer Experience Matrix

All this leads to the proposition that the only really important interactions are those that “leave a lasting impact and change a particular customer’s attitude toward the company.” Even the most unimportant or emotionally irrelevant interaction can be soured into a disaster if there is unexpected rude treatment or a fundamental breakdown in delivery.basic delivery against brand-specific and baseline exceptions [sic; I think they meant expectations] is absolutely critical…many banks would be vastly improved by making progress on just baseline and brand-specific delivery.”

6 Marketing Reports Used To Develop Competitive Advantage

bizible

In 2007 the Harvard Business Review Press published, "Competing On Analytics: The New Science of Winning" and made an observation. Analytics refers to a logical analysis for understanding what affects your metrics, how they relate or how they interact. Leads By Marketing Channel First-Click and Last-Click Reports. First-Touch To Last-Click Velocity By Marketing Channel Report.

88 Expert Content Marketing Posts Worth Another Read

Webbiquity

Jordan Harbinger launched his popular show The Art of Charm in 2007, making him an elder in the rapidly-expanding podcast community. Visual content is your primary channel for reaching out to targeted audiences. The same can be said for the content that you create for your website, guest posts, and social media channels, provided that it’s developed with selling in mind. Cohen.