Customer Experience Matrix

JUNE 18, 2017

Most of the comments I’ve seen about Amazon ’s acquisition of Whole Foods have described it as Amazon (a) expanding into a new industry (b) continuing to disrupt conventional retail and (c) moving more commerce from offline to online channels. This has nothing to do with Amazon being evil. Owning the Pipes.

Amazon 212

Amazon Paid Content Buy Marketing Management 212

Customer Experience Matrix

FEBRUARY 23, 2018

Most Customer Data Platforms are Software as a Service products, meaning they run on servers managed by the vendor. Presumably the customer data in a CDP qualifies as sensitive. But some clients prefer to keep their data in-house. This seemed like a perfect fit: a clear yes/no item that some buyers consider essential. public clouds.

Enterprise Management 120

Enterprise Management Vendors Comparison Amazon 120

Customer Experience Matrix

OCTOBER 29, 2015

When I first described Customer Data Platforms two and half years ago, all the vendors offered an application such as predictive analytics or campaign management in addition to the "pure" CDP function of building the customer database. Openprise also integrates today with Google Apps and the Amazon Redshift database.

Work Management 120

Work Management Marketing Management Marketing Automation Services Lead Ranking 120

Customer Experience Matrix

JULY 3, 2017

I’m still chewing over the role of “walled garden” vendors including Google, Amazon, and Facebook, and in particular how most observers – especially in the general media – fail to grasp how those firms differ from traditional monopolists. This makes it tough for new companies to break into a customer’s life.

Work Management 68

Work Management Personalization Effectiveness Marketing Management 68

Customer Experience Matrix

NOVEMBER 18, 2018

Companies whose customers are concentrated on one or the other side of the urban/rural divide may benefit from polarizing choices: pro-Kaepernick for Nike, anti-abortion for Hobby Lobby. But employee protests at Google , Amazon and Microsoft tell a similar story.

Paid Search Agency 192

Paid Search Agency Advertising Agencies Privacy Protection Work Management 192

Customer Experience Matrix

FEBRUARY 2, 2017

We’ve seen some of that in the Customer Data Platform industry, but there’s a twist. In that world, there was no such thing as an anonymous customer and most data was neatly structured. It was purchased in 2008 by CSG International , a telecom customer communications specialist, and repurchased by the original management in 2014.

Work Management 120

Work Management Marketing Management Ideal Customer Profiles Outgrow 120

Customer Experience Matrix

JUNE 20, 2018

June 19, 2018 Google Invests $550 Million in Chinese E-Commerce Merchant JD.com Source: GlobalNewswire Just in case you had doubts that Google is serious about competing with Amazon in retail, consider this: Google just invested $550 million in Chinese e-commerce merchant JD.com. Automated Data Management: Immuta Raises $20 Million and Crate.io

Marketing Management 120

Marketing Management Cross-Selling Mobile Advertising Newsletter 120

Customer Experience Matrix

APRIL 21, 2016

This provided a steady income stream and focused attention on customer satisfaction to ensure renewals. SAS’s growth and financial performance have been just fine despite the new competition, thanks to technical leadership in its core analytical products and pry-it-from-my-cold-dead-hands loyalty of its core customers.

Work Management 120

Work Management Marketing Management API Resource Management 120

Customer Experience Matrix

JULY 10, 2012

This is exactly the same as offering customers the products they are most likely to buy (think Amazon book recommendation or Netflix ’s movie suggestions) and it can be based on similar advanced predictive modeling technology. If a customer wants to eat dessert first, why argue? Usually attributed to Elias St.

Top of Funnel 120

Top of Funnel Marketing Funnels AIDA Lead Ranking 120

Customer Experience Matrix

OCTOBER 30, 2014

Now, Sailthru is interesting in its own right – it’s a Customer Data Platform with strong decisioning capabilities – but they’ll have to wait their turn. The system can also take non-API feeds such as batch data loads, although this takes more custom work. Data is stored on Amazon S3 and Postgres, allowing Wise.io external data.

Lead Ranking 120

Lead Ranking Enterprise Management Marketing Automation Services Work Management 120

Customer Experience Matrix

JULY 3, 2014

Rotating banners on the company Web site position StrongView as a “product platform” and “marketing cloud” as well as mentioning “cross-channel lifecycle marketing”, “present tense marketing”, “true one-to-one communication” and “the first customer insight solution supporting unlimited cross-channel interaction data”.

Work Management 120

Work Management Marketing Management Marketing Automation Services Paid Search Agency 120

Customer Experience Matrix

JANUARY 9, 2017

One point that I think does need more discussion is how companies like Facebook , Google , Apple , and Amazon have a natural tendency to take over more and more of each consumer’s experience. I covered this pretty well in the original post and current concerns about “fake news” and “fact bubbles” make it pretty familiar anyway.

Amazon 120

Amazon Facebook Intent Design 120

Customer Experience Matrix

APRIL 15, 2014

More concretely, “make money” is a goal; “make money by building high quality products for which customers will pay a premium” is a strategy. The implication is that every business needs to adapt a strategy of customer intimacy. In this case, the goal of your tech strategy is always the same: “to deliver customer intimacy at low cost”.

Marketing & Strategy 120

Marketing & Strategy Marketing Strategy Planning Business 120

Customer Experience Matrix

MARCH 29, 2011

This is quite different from marketing, and marketing automation, as a largely self-contained activity that only connects with the rest of the organization comes when it drives customers to make a purchase. Companies need to integrate their customer treatments across all functions. eBay ’s $2.4 There, I said it. Bad bad bad.

Marketing Automation Services 120

Marketing Automation Services Paid Search Agency Marketing Automation Automation 120

Customer Experience Matrix

JANUARY 24, 2018

I’ve been working for months to find a way to help marketers understand the differences between Customer Data Platform vendors. The system retains the input data as long as the customer chooses. This is also implied by the first item but is a critical difference from systems that only store and access segment tags on customer records.)

Work Management 166

Work Management Marketing Management Vendors Ideal Customer Profiles 166

Customer Experience Matrix

SEPTEMBER 18, 2011

Adam Needles’ new book Balancing the Demand Equation (available here from Amazon ) closes the gap. Business marketers can find plenty of books on broad strategies and plenty of other books on specific tactics. But a framework for connecting tactics to strategic goals has been missing.

Demand Generation Agencies 120

Demand Generation Agencies Demand Peer-to-peer Work Management 120

Customer Experience Matrix

JUNE 28, 2010

Customer systems have been in the one-terabyte range. A trial version of the system is also available on the Amazon EC2 cloud as SaffronSierra. But let’s not get too carried away: Saffron works with large but not gigantic databases.

Organization 120

Organization Analysis API Statistics 120

Customer Experience Matrix

AUGUST 20, 2017

One of my favorite objections from potential buyers of Customer Data Platforms is that CDPs are simply “too good to be true”. It’s a reasonable response from people who hear CDP vendors say they can quickly build a unified customer database but have seen many similar-seeming projects fail in the past.

Ideal Customer Profiles 136

Ideal Customer Profiles Work Management Marketing Management Case Studies 136

Customer Experience Matrix

AUGUST 4, 2022

Privacy The change that gets the most industry attention is privacy: our long season of customer data raining freely from the heavens is being replaced – seemingly overnight – by a customer data drought. And privacy is just one of the challenges that Google, Facebook, and other Big Tech companies like Apple and Amazon.

Marketing AI 292

Marketing AI Work Management Marketing Management Paid Search Agency 292

Customer Experience Matrix

JUNE 29, 2007

It has now been released (you can order through Amazon or James or Neil), so I asked James for a few comments to share. A few months ago, James Taylor of Fair Isaac asked me to look over a proof of Smart (Enough) Systems , a book he has co-written with industry guru Neil Raden of Hired Brains. What did you hope to accomplish with this book?

Enterprise Management 120

Enterprise Management Work Management Amazon Automation 120

Customer Experience Matrix

JUNE 22, 2015

The oddity itself I saw immediately: while most marketing systems focus on sending messages to customers, AudienceStream is organized around overwriting data and sending it to other systems. The data that Tealium sends to other systems can trigger customer messages from those systems. So Tealium does support customer messaging.

Marketing Automation Services 120

Marketing Automation Services Tagging Work Management Marketing Management 120

Customer Experience Matrix

FEBRUARY 16, 2017

Which is pretty ironic, since they’re an almost perfect example of a Customer Data Platform – that is, a system that assembles customer data from multiple systems and makes it available for marketing and analytics. Single customer view is clearly CDP territory, but the marketing automation and attribution are not.

Top of Funnel 168

Top of Funnel Marketing Automation Services Ideal Customer Profiles Enterprise Management 168

Customer Experience Matrix

MAY 11, 2016

I usually hedge my bets with this sort of prediction, but will abandon my typical caution because I’m convinced that campaign management and marketing automation are too deeply rooted in the old world of batch list generation to meet today’s need for continuous optimization of customer treatments. In other words, it creates a journey map.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Work Management Marketing Management 120

Customer Experience Matrix

DECEMBER 30, 2021

Customer Data Platforms are now widely accepted as an essential component of a modern data architecture, so it’s a market worth fighting for. But the situation facing potential entrants is daunting: the leading independent CDP vendors now have mature products, big customer bases, high brand recognition, and lots of funding.

Enterprise Management 260

Enterprise Management Work Management Marketing Automation Services Marketing Management 260

Customer Experience Matrix

OCTOBER 11, 2020

If they’re to avoid the fragmentation that has plagued the larger marketing clouds, which also grew by acquisition, they need a CDP to unify their customer data. It also offers entry to 20,000 accounts that might buy other Twilio products, especially given Segment’s position at the heart of their customer data infrastructure.

Segmentation 276

Segmentation Marketing Management Buy Acquisitions 276

Customer Experience Matrix

JUNE 17, 2019

Adobe, Salesforce and Oracle all made announcements regarding Customer Data Platform products this week. None are world-changing: Salesforce described a planned extension of Customer 360 ; Abobe announced triggered journey campaigns that draw on its “real time CDP”, and Oracle described CDP services from systems integrators.

Enterprise Management 209

Enterprise Management Work Management Marketing Management Marketing Automation Services 209

Customer Experience Matrix

OCTOBER 10, 2009

Combine data from multiple sources: PrismCubed provides a wizard to connect with different data sources, including SQL Server, Oracle, CSV files, Excel and Amazon S3 logs (which earns them extra coolness points). But for now, they provide a useful way to look at PrismCubed. Users have the option modify structures if they desire.

Business 120

Business Aggregators Vendors Pricing 120

Customer Experience Matrix

MAY 14, 2017

This reflects recognition that customer data delivers most of its value when it is used to personalize customer treatments. In other words, it’s not enough to simply assemble a complete customer view and use it for analytics. This is creating a unified customer experience by coordinating contacts across all channels.

Privacy 120

Privacy Work Management Marketing Management Conference 120

Customer Experience Matrix

JANUARY 12, 2018

And it’s why human customer support agents are increasingly equipped with screen sharing tools that let them see what their customer is seeing instead of just talking about it. Another obvious change will be that the device vendors themselves have more control than ever over the messages their customers receive.

Activities 174

Activities Marketing AI Paid Search Agency Paid Social Agency 174

Customer Experience Matrix

AUGUST 25, 2017

More precisely, I see AI enabling marketers to provide the highly tailored experiences that customers now demand. AI itself is part of that change but there are other forces at play: notably, the “ personal network effect ” that drives companies like Facebook, Google, and Amazon to hoard increasing amounts of data about individual consumers.

Marketing AI 174

Marketing AI Campaigns Planning Work Management 174

Customer Experience Matrix

SEPTEMBER 27, 2014

The delay may seem surprising, since BlueConic qualifies as a Customer Data Platform , a type of system I’ve been arguing will play an increasingly central role in marketers’ futures. The databases and connections are needed because today''s customers expect personalized, coordinated treatments across all channels.

Enterprise Management 120

Enterprise Management Marketing Management Marketing Automation Services Advertising Channels 120

Customer Experience Matrix

MARCH 19, 2014

Both vendors are listed in Raab Associates’ Guide to Customer Data Platforms in the “audience management” category. But the extract below from the CDP Guide also shows how they complement each other: Knotice does “fuzzy” matching of names and addresses and sends email, while IgnitionOne buys online media and selects best customer treatments.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Buy Advertising Agencies 120

Customer Experience Matrix

MARCH 3, 2017

The system can accept feeds from major advertising systems ( GoogleAdwords , Bing , Facebook Ads ), from Web analytics ( Google Analytics , Mixpanel ), and various data stores ( MySQL , Amazon Redshift and S3 , MongoDB , Apache Hive , etc.). Its data unification and access features clearly qualify it as a Customer Data Platform.

Marketing Analytics Tools 120

Marketing Analytics Tools Marketing Automation Services Classified Ads Enterprise Management 120

Customer Experience Matrix

DECEMBER 21, 2011

(Before I change topics, other key points about Empathy Logic are: product is about one year old; uses Pentaho open source software for data integration and business intelligence; runs on the Amazon EC2 cloud infrastructure; and charges $10,000 to $20,000 per month for its services.)

Marketing Automation Services 120

Marketing Automation Services Digital Asset Management Work Management Marketing Management 120

Customer Experience Matrix

AUGUST 3, 2009

This also imposes some practical limits—we’re probably talking in the multi-gigabyte range—even though youcalc runs in the Amazon data cloud, which gives it access to very large servers. In addition, the data must be loaded into system memory during each user session.

Work Management 120

Work Management Marketing Management Demand Analytics 120

Customer Experience Matrix

JUNE 10, 2009

More significant changes include: - availability through the Amazon Elastic Compute Cloud (EC2), which lets companies order up a QlikView-equipped server in minutes. (Of It's cool (or ‘qool’, if you must) but not so important in the grand scheme of things. Of course, they still have to purchase a QlikView license.)

Enterprise Management 120

Enterprise Management Work Management Marketing Management Elasticity 120

Customer Experience Matrix

MAY 1, 2018

Washington Post finds paid reviews are common on Amazon , despite being officially banned. Certainly Google, Amazon , and others are tip-toeing quietly in background hoping not to be noticed. Amazon continues to offer amazingly intrusive concepts with little evidence of pushback.

Privacy 159

Privacy Facebook Personalization Paid Search Agency 159