Customer Experience Matrix

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Singing the Customer Data Platform Blues: Who's to Blame for Disjointed Customer Data?

Customer Experience Matrix

The gap is music to my ears, since helping marketers fill it is what keeps consultants like me in the business. I’m in the midst of collating data from 150 published surveys about marketing technology, a project that is fascinating and stupefying at the same time. theme related to marketing data seems to be emerging that I didn’t expect, and many marketers won’t necessarily be happy to hear.

Rating the Crowd-Sourced Marketing Software Review Sites

Customer Experience Matrix

Every site except TrustRadius covered a broad range of business software from accounting to human resources to supply chain as well as CRM and marketing. TrustRadius was more focused on customer-related systems although it still had business intelligence and accounting. The first question was which sites draw a big enough crowd to be useful. This left seven sites worth a closer look.

Study: Half of Marketing Jobs Will Be Replaced by Machine Intelligence

Customer Experience Matrix

Looking at other business functions relevant to marketing, the study sees most types of creative jobs as relatively safe and most types of sales jobs at risk. Riesterer’s own talk followed exactly that template, a bit of consistency I always admire. This in turn got me thinking about my presentation on machine learning systems at the MarTech conference in March.

Predictive Marketing Vendors Look Beyond Lead Scores

Customer Experience Matrix

This is based on combining the CRM data with Radius’ own massive database of information about businesses. This also extends beyond lead scoring to provide access to Infer’s own data about businesses (which it had previously kept to itself) and do several types of artificial intelligence-based recommendations. But is it possible that predictive is already approaching commodity status?

B2B Marketing Trends for 2016

better job of linking their efforts to measurable business results. Demonstrate business results: the challenge to tie marketing efforts to measurable business results (e.g., Encourage employee advocacy: a business's employees are (or at least should be) natural brand advocates. What are the business and. my business deliver upon them? B2B Marketing.

How Quickly Is the MarTech Industry Growing?

Customer Experience Matrix

All lists will miss companies that are no longer in business, so there were probably more start-ups in each year than shown. Everyone in marketing knows there’s a lot of new marketing technology, but how quickly is martech really growing? But no matter how many caveats are made, the ubiquity of Brinker’s chart leaves a strong impression of tremendously quick expansion.

Why Time Is the Real Barrier to Marketing Technology Adoption and What To Do About It

Customer Experience Matrix

business porn” – that they’d decide it was more important than other projects. This means getting marketers excited about doing something (that’s where the “business porn” comes in) or scared about the consequences of not doing it (see the CEB Challenger Sales model , for example). Both were well attended, well produced, and well worth while. What's the real obstacle?

suitecx Offers Industrial-Strength Customer Journey Maps and More

Customer Experience Matrix

This would start in diagnosticcx, which collects information about a company’s business, customers, and processes using customer and employee surveys, interviews, and direct experience. Customer journey mapping is now the buzziest of buzz words. Journey mapping is equally popular among agencies and consultants, although it also often is little more than a new label for the old sales funnel.

Marketers Are Struggling to Keep Up Customer Expectations: Here's Proof

Customer Experience Matrix

consumers had stopped doing business with a brand due to a poor customer service experience and 56% have higher expectations for customer service than a year ago. But perhaps this data will help build your business case for investments to solve the problem. The only defense I can make is I did promise a client a paper on the topic, which I finished Sunday night.

B2B Marketing Trends for 2016

better job of linking their efforts to measurable business results. Demonstrate business results: the challenge to tie marketing efforts to measurable business results (e.g., Encourage employee advocacy: a business's employees are (or at least should be) natural brand advocates. What are the business and. my business deliver upon them? B2B Marketing.

Pega Customer Decision Hub Offers High-End Customer Journey Orchestration

Customer Experience Matrix

The current incarnation of Customer Decision Hub ihas six components: Predictive Analytics Director to build offline predictive models, Adaptive Decision Manager to build self-learning real-time models, Decision Strategy Manager to set rules for making decisions, Event Strategy Manager to monitor for significant events, Next Best Action Advisor to deliver decisions to customer-facing systems, and Visual Business Director for planning, simulation, visualization, and over-all management. My previous posts about Journey Orchestration Engines (JOEs) have all pointed to new products.

Real Magnet Offers Complex Campaigns Withouth the Flow Charts

Customer Experience Matrix

Real Magnet started business in 2000 as an email service provider. I recently saw a useful distinction between AI – artificial intelligence, which is machines replacing people – and IA – intelligent assistance, which is machines helping people. Real Magnet , an email service provider turned marketing automation vendor with over 1,000 clients, doesn’t position itself as either.

New Marketing Automation Options for Small Business in the VEST Report

Customer Experience Matrix

GreenRope workflow GreenRope is all-in-one software sold primarily to very small businesses such as lawyers, real estate agents, consultant, coaches and membership organizations. In other words, although GreenRope describes itself as “CRM and marketing automation,” it actually extends beyond those functions to manage activities throughout the business. You get the idea.

SalesPredict Offers Highly Automated, Highly Flexible Predictive Modeling

Customer Experience Matrix

It then enhances the data with business and demographic information from public Web pages, social profiles, and third party sources including Zoominfo , InsideView , and Orb Intelligence. However, it’s likely that the company will remain small-business-friendly in its approach. A couple of weeks ago, I wrote that “predictive everywhere” is one of major trends in data-driven marketing.

Datorama Applies Machine Intelligence to Speed Marketing Analytics

Customer Experience Matrix

The results can be displayed in Datorama’s own interface, read by business intelligence products like Tableau , or exported to other systems like marketing automation. As I mentioned a couple of posts back , I’ve been surveying the borders of Customer Data Platform-land recently, trying to figure out which vendors fit within the category and which do not. Naturally, there are cases where the answer isn’t clear. Datorama is one of them. But the company also calls itself a “marketing integration engine” that works with “all of your data”, which certainly goes beyond just advertising.

B2B Marketing Trends for 2016

better job of linking their efforts to measurable business results. Demonstrate business results: the challenge to tie marketing efforts to measurable business results (e.g., Encourage employee advocacy: a business's employees are (or at least should be) natural brand advocates. What are the business and. my business deliver upon them? B2B Marketing.

Intent Data Basics: Where It Comes From, What It's Good For, What To Test

Customer Experience Matrix

In some businesses, reaching only a small fraction of interested buyers is still very useful; in others – especially where there are relatively few buyers to begin with – the marketer may be forced to run her own outreach programs to capture as many as possible. It lops a whole layer off the top of the funnel and finally lets you discard the wasted half of your advertising. Lots of places.

Intent 101

Mautic Offers Free, Open Source Marketing Automation

Customer Experience Matrix

Small businesses constantly cite cost as a major roadblock to adoption. But first let me cover one more business issue, which is that there are two ways to get Mautic. Mautic.com runs an enhanced version of the system called AllydeMautic, provided by Allyde , a for-profit business also run by Hurley. Then again, there are an awful lot of small businesses out there.

Next-Generation Marketing Automation Systems Target Small Business

Customer Experience Matrix

The new entrants are clustered towards the small business end of the market, where they see an opportunity for simpler systems at lower prices than existing market leaders. b2b marketing automation systems marketing automation new marketing automation technology small business marketing small business software Leadsius launched its first paid version around July 2013. Among U.S-based

Reltio Makes Enterprise Data Usable, and Then Uses It

Customer Experience Matrix

That puts it more in the realm of Master Data Management, except that MDM is highly technical while Reltio is designed to be used by marketers and other business people. I’ve spent a lot of time recently talking to Customer Data Platform vendors, or companies that looked like they might be. One that sits right on the border is Reltio , which fits the CDP criteria* but goes beyond customer data to all types of enterprise information. You might call it “self-service MDM” but that’s an oxymoron right up there with “do-it-yourself brain surgery”. Or not.

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Future Marketing: Will Machines Take Over Half the Consumer Economy?

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Industries that sell to both business and consumers were split 50/50. You might question some of my choices, but let me point out that even the clothing industry – where people theoretically want to make individual choices – is already seeing subscription business models where companies send products they think the consumer might like and the consumer can then keep what she wants.

Marketing Automation 2014 Industry Overview: What the Surveys Tell Us

Customer Experience Matrix

Pepper Global also makes some intriguing observations about differences in responses from small businesses vs. mid to large businesses: cost and budget are the biggest issues for small business, while integration and analytics matter more to bigger companies. Taken together, these provide a clearer picture than usual of the state of marketing automation. But take a closer look.

VEST Report: Competition in B2B Marketing Automation Isn't About Features

Customer Experience Matrix

This puts them among the top 3 leaders in the small business sector. Maybe RedPoint has crept up to a leader position, but they don’t share enough business information for me to know. Yesterday I released the mid-year edition of the VEST Report on B2B marketing automation vendors, thereby meeting my self-imposed deadline of July 31. products are pretty stable, too.

Usermind Makes Journey Orchestration Simple

Customer Experience Matrix

Its self-description is “the first unified platform for orchestrating business operations”. So although they see themselves as enabling all kinds of business processes, I think it’s fair to view them largely in the context of customer management. The system can be connected to business intelligence tools for more advanced reporting. More likely, it slipped your mind entirely.

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MDC DOT Provides Marketing Automation for Direct Salespeople

Customer Experience Matrix

This is especially important for businesses that pay commissions to the customer’s original salesperson. I briefly mentioned MDC Dot in an earlier blog post about giving sales people access to marketing automation capabilities. This may not have done them justice since they are more specialized than that general description implied. Salespeople can also set up their own contents.

Lytics Adds Marketing Recommendations to a Customer Data Platform

Customer Experience Matrix

The company has been busy since then, raising $7 million to supplement its initial $2.2 McDermot was quite adamant that the company is not in the content recommendation business, leaving that marketers’ creativity. It starts at a shockingly affordable $1,000 per month, making Lytics an option for just about any business. But perhaps I’m getting ahead of myself.

Radius Provides High Quality Data on Small Businesses

Customer Experience Matrix

When I first spoke with Radius just over one year ago, the company had already pivoted from its initial concept as a mobile app to connect consumers with local business events, to building a comprehensive list of small businesses and their attributes. businesses and their attributes. This is both impressive and important, especially where small businesses are concerned.

Everstring Takes Another $65 Million and (More Important) Launches Predictive Ad Targeting Solution

Customer Experience Matrix

At this point, your inner business strategist may be wondering whether Everstring has bitten off more than it can chew or committed the cardinal sin of losing focus. The new funding is certainly impressive, although the record for a B2B predictive marketing vendor is apparently InsideSales’ $100 million Series C in April 2014. But the new product is what’s really intriguing.

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BlueConic User-Driven Marketing Maturity Model: Surprises on the Road to Customer-Centric Marketing

Customer Experience Matrix

This all ties back to the central notion of the maturity model: that technology, process, and organization must all be aligned at each stage for the business to execute effectively. I’m as fond of hearing my voice as most consultants, which is very fond indeed. Click here to see the Webinar and download the related paper.) Some that particularly struck me are: Listening first. Segmentation.

Matching Marketing Technology to Business Strategy: A Starting Framework

Customer Experience Matrix

When Scott asked for content suggestions during the early stages of the conference planning, my reaction was that one thing everyone needs is a framework for relating marketing technology investments to larger business strategy. The implication is that every business needs to adapt a strategy of customer intimacy. First, everyone doesn’t have the same business strategy. Norton.

True Influence InsightBASE Simplifies Use of B2B Intent Data

Customer Experience Matrix

The contact data is drawn from True Influence’s master list of 30 million business contacts, which are continuously verified to ensure deliverability. Intent data is one of hottest topics in marketing today – see, for example, Oracle’s recent purchase of AddThis. But while the promise of intent data is irresistible – “reach prospects with demonstrated interest in your product!” – the reality is less appealing. Even setting aside issues of accuracy and coverage , there are problems with both advertising and email, the two primary applications for intent data.

3 Insights to Help Build Your Unified Customer Database

Customer Experience Matrix

The same split applies to what people would consider helpful in build in building a single customer view: people who consider the single view important are most interested in best practices, case studies, and planning assumptions – i.e., building a business case. You can download the full survey report here (registration required) and I’ve already written some analysis on the Institute blog.

Acquisitions Reshape the Marketing Automation Industry: Growth at the Bottom, Room in the Middle, Fog at the Top

Customer Experience Matrix

This is our flagship report on the industry, with nearly 200 data points on 23 vendors and separate ratings for micro-business, small to mid-size companies, and enterprise marketing departments. What jumps out is the concentration at the top of the chart, in the micro-business sector. See www.raabguide.com/vest for details. doubt we’ll see new numbers from them in the future.

Sailthru Offers End-to-End Omnichannel Personalization for B2C Marketers

Customer Experience Matrix

On the other hand, resolving that sort of ambiguity is what keeps me in business. I know this is blasphemy, but I’m beginning to have doubts about solution selling – the idea that marketers should describe the customer problems they solve, not the features of their products. The issue, at least in marketing technology, is that all systems address pretty much the same general problem of sending the right messages to the right customers (in the right time, place, medium, device, language, tone, etc.). Sailthru is a good example. Perhaps I shouldn''t complain. customer profiles. data store.

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Hull.io Offers A Customer Data Platform for B2B Marketers

Customer Experience Matrix

The need for a Customer Data Platform – a marketer-controlled, unified, persistent, accessible customer database – applies equally to business and consumer marketing. It does use IP address to associate visitors with businesses, even if the individual is anonymous. Remember that Hull.io is dealing with smaller businesses, where replicating all the relevant data is not a huge burden. Indeed, many of the firms I originally identified as CDPs were lead scoring and customer success management vendors who serve primarily B2B clients. Hull.io is an exception.

Aprimo Brand Re-emerges as Marketing Operations Specialist and Merges with Revenew Distributed Marketing System

Customer Experience Matrix

At the time, I expected Marlin would merge the Teradata applications (mostly the old Aprimo product line, plus eCircle email and some other bits) with BlueHornet and was puzzled by why Marlin thought this would result in a good business. Well, it turns out I was half right: Marlin announced this morning that it is splitting up the business it bought and merging the marketing execution pieces (email, campaign management, etc.) with BlueHornet. This makes a lot of sense to me. Mrketing operations was Aprimo’s original product and greatest competitive strength.

LinkedIn Buys Fliptop: Why Account Based Marketing and Predictive Analytics Are a Natural Fit

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To move past the very obvious, ABM vendors – whose basic business is selling ads targeted to specific companies – could also use predictive analytics to refine their ad targeting. Predictive analytics vendor Fliptop today announced its acquisition by B2B social network LinkedIn. would have looked so much more prescient had they announced the acquisition after I had published this post!

New Frontiers in Data Driven Marketing

Customer Experience Matrix

To make things even harder, direct access to data has expanded to many business users who don’t have the data management skills or sensitivity of expert analysts. If it works properly, it promises to revolutionize how marketing budgets are managed and to give a substantial business edge to companies that master it first. Let’s just say you had to be there. Okay, maybe not so new.

Will Machines Replace Marketers? Artificial Intelligence Isn't Ready Yet But Watch Your Back

Customer Experience Matrix

Similarly, competitor analysis should be well within the capabilities of companies like Radius , Everstring and Growth Intelligence , which already ingest the contents of corporate Web sites to understand each company’s business. Business and marketing strategies are often compared to chess, a game that AI systems can famously play better than humans. Let’s look at each task in turn.

Bombora Feeds B2B Data to Everyone

Customer Experience Matrix

Both businesses grew nicely, but the company found that selling media conflicted with finding partners to gather data. So last November is spun off the data piece as Madison Logic Data,, keeping Madison Logic as the media business. Bombora’s core business is assembling data about B2B companies and individuals. But I had never gotten a clear picture of exactly what they do.