Customer Experience Matrix

MARCH 3, 2017

I spent quite a bit of time debating with myself how to classify CaliberMind. These might be job descriptions, advertising copy, blog posts, video transcripts, email messages, or anything else written in English. Given all these facts, how should we classify CaliberMind? We’ll circle back to classification at the end.

Marketing Analytics Tools 120

Marketing Analytics Tools Marketing Automation Services Classified Ads Enterprise Management 120

Customer Experience Matrix

AUGUST 18, 2016

It’s nearly a month since my last blog post, which I think is the longest gap in the ten years I've been blogging. What made this tricky is that different vendors provide different combinations of functions, so I couldn’t just classify the vendors themselves. After much pondering, I ended up with a three level approach.

Work Management 120

Work Management Marketing Automation Services Marketing Management Account Based Marketing 120

Customer Experience Matrix

MAY 27, 2014

I even mentioned them briefly in a blog post in late 2012. What takes this beyond standard real-time interaction management is that BlueConic automatically classifies customers by persona, interests, buying phase, lead status, and engagement level, and uses these categories to help select treatments and report on results.

Paid Content 120

Paid Content Paid Search Agency Ideal Customer Profiles Advertising Agencies 120

Customer Experience Matrix

JUNE 9, 2010

The solution boils down to this: classify different contacts as related to the different stages in the buying process and then measure their effectiveness at moving customers from one stage to the next. Of course, vendors only start pointing out a problem when they’re ready to sell you a solution.

Top of Funnel 120

Top of Funnel Marketing Funnels Allocation Marketing Management 120

Customer Experience Matrix

JUNE 25, 2015

1) In such a world, the chances of anyone reading this 2,000 word blog post are pretty much nil. I believe – and this is the main point of this entire post – that automated analysis can only optimize for long-term outcomes if customer data is classified by stages in the customer journey.

Work Management 120

Work Management Marketing Management Marketing Automation Services Marketing Automation 120

Customer Experience Matrix

SEPTEMBER 5, 2008

Since this is of interest to at least some regular readers of this blog, I suppose it’s okay to give you all an update. What I’ve found is that I can identify a smaller set of applications, and then classify features as applying to simple (basic) forms of those applications, or complex (advanced) ones.

Demand Generation Agencies 120

Demand Generation Agencies Demand Generation Work Management Marketing Management 120

Customer Experience Matrix

NOVEMBER 14, 2006

Loyal readers of this blog are presumably familiar with the basic Matrix layout: channels down the side and contact categories across the top. The simple act of visualizing those contacts gives managers a first step towards controlling, coordinating and ultimately optimizing them. But how exactly do you present those contacts?

Act-On 120

Act-On Contacts Advertising Channels Efficiency 120

Customer Experience Matrix

NOVEMBER 30, 2016

You can download the full survey report here (registration required) and I’ve already written some analysis on the Institute blog. The goal was to assess the current state of customer data unification and, more important, to start exploring management practices that help companies create the rare-but-coveted single customer view.

Marketing Automation Services 120

Marketing Automation Services Ad Building Marketing Management Budget Programs 120