Customer Experience Matrix

MARCH 2, 2015

In comparison, mid-market stalwart Act-On charges $1,150 per month for 10,000 names. Whether this can satisfy new small business users remains to be seen. The company has accrued more than 100 clients, Most are small businesses but some are bigger. __ * The Web site is www.autopilothq.com. Get a life, people.)

Multi-Channel 120

Multi-Channel Marketing Automation Services Enterprise Management Marketing Management 120

Customer Experience Matrix

SEPTEMBER 15, 2016

CabinetM has apparently missed many as well: Brinker reported that comparison between CabinetM’s list and his own found that each had about 1,900 vendors the other did not. All lists will miss companies that are no longer in business, so there were probably more start-ups in each year than shown.

Marketing Automation Services 120

Marketing Automation Services Vendors Comparison Acquisitions 120

Customer Experience Matrix

AUGUST 26, 2014

A comparison with the S-1 figures of Eloqua and Marketo, plus Marketo’s most recent six months, shows: - loss equal to 35% of revenue, compared with 11% for Eloqua (which was run very conservatively) and 55% for Marketo (which was highly aggressive). As I say, pretty much what we suspected.

Paid Search Agency 120

Paid Search Agency Hubspot Eloqua Advertising Agencies 120

Customer Experience Matrix

APRIL 2, 2013

The S-1 registration statement gives considerable new information about Marketo’s business. By comparison, Eloqua lost just 7% of revenue in the year before its IPO, and even Salesforce.com, the benchmark for all Software as a Service (Saas) start-ups, lost just 20% of revenue in its final year as a private company.

Marketo 120

Marketo Salesforce.com Eloqua Marketing Automation Services 120

Customer Experience Matrix

AUGUST 23, 2012

We define small to mid-size business as companies with $5 million to $500 million revenue. The VEST report provides separate client counts for small business ($5 million to $20 million revenue) and mid-size business ($20 million to $500 million). This covers a broad range of marketing users with widely varied needs.

Eloqua 120

Eloqua Act-On Marketing Automation Services Marketo 120

Customer Experience Matrix

JANUARY 5, 2016

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. Several sites let users ask questions to other members.

Marketing Automation Services 120

Marketing Automation Services Software Lead Ranking Paid Search Agency 120

Customer Experience Matrix

AUGUST 6, 2013

Still, the vendor comparison in our VEST report shows that RightWave’s core functionality – for lead generation, campaign management, scoring and distribution, and reporting – is on par with mid-tier leaders Pardot and Marketo. The details of RightWave functionality are less important than the appeal of its fundamental business model.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Marketing Management Automation 120

Customer Experience Matrix

JULY 30, 2013

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. There are quite a few vendor comparisons out there, but none come close in the level of detail – which is what you really need to select a system.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Marketing Management Acquisitions 120

Customer Experience Matrix

DECEMBER 5, 2011

building a business case for marketing automation needs only a rough estimate for direct system costs, since they’re so small compared with the revenue, marketing program costs, and operations. To keep things in perspective: marketing costs are under 10% of revenue at most firms, meaning that direct marketing automation are under 0.5%

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Cost 120

Customer Experience Matrix

FEBRUARY 7, 2007

But if you want to understand what went into the number, the model must be built with components that make sense in your particular business. But those details are not necessarily useful to managers trying to understand the general state of their business. It’s easy to come up with a list of important business metrics.

Analysis 120

Analysis Comparison Acquisitions Segmentation 120

Customer Experience Matrix

SEPTEMBER 27, 2012

But I think it’s worth pondering anyway, if only as an interesting case study in business strategy. But I think the right basis of comparison is Google AdWords, which made entry-level search engine marketing so incredibly simple that pretty much anyone can do it with no training at all.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Automation Adwords 120

Customer Experience Matrix

JULY 8, 2009

Alexa is a crude measure for many reasons -- although I do think the rankings correlate roughly with a vendor's volume of business and marketing actvitiy, I wouldn't go much further. Silverpop's figures may also be inflated by its consumer email production business. David) There are no huge surprises.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Demand Generation Vendors 120

Customer Experience Matrix

JULY 2, 2007

Such aggregations include comparisons across time periods, of budgets against actuals, and of different products and regions against each other. Illustrating this connection requires analytical input from tools such as marketing mix models or business simulations.

Enterprise Management 120

Enterprise Management Planning Marketing Plans Marketing Management 120

Customer Experience Matrix

MARCH 15, 2007

Even though customers rightly want to find the best solution, all they really need is to find one that’s adequate and get on with their business. The reality is that most customers’ needs can be met by more than one product. The first vendor to prove they can do the job, wins.

Vendors 120

Vendors Comparison Tagging Case Studies 120

Customer Experience Matrix

FEBRUARY 3, 2011

There are four versions: one each based on weights for small, mid-size and large businesses, plus a custom chart with the user’s own weights. Custom scoring won’t make the selection decision for anyone, but it will facilitate comparisons between vendors and highlight key items to research in detail.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Vendors Automation 120

Customer Experience Matrix

NOVEMBER 29, 2007

It turns out that Infosolve is a consulting firm that uses free open source technology, specifically the Pentaho platform for data integration and business intelligence. This is less sophisticated than the best commercial products, but field comparisons are probably adequate for most situations. So I broke down and asked them.

Cost 120

Cost Ideal Customer Profiles SMS Consulting 120

Customer Experience Matrix

JULY 3, 2007

Measures in this are traditional Balanced Scorecard measures of business results and performance drivers. This leaves the high-level measures of business value and the low-level measures of efficiency. So a simple correlation of this period marketing costs vs. this period business results makes no sense.

Planning 120

Planning Marketing Budget Creation Correlation Work Management 120

Customer Experience Matrix

AUGUST 12, 2010

This cost includes not just the software, but also the time spent to learn and operate the system, to develop new campaigns, and to design new business processes. In other words, the true purpose of a free system is to lower buyers' full cost of entry enough to attract a large number of new customers.

Work Management 120

Work Management Marketing Automation Services Marketing Management Loopfuse 120

Customer Experience Matrix

FEBRUARY 23, 2007

Taking these together, I think most businesses capture enough experience data to build a detailed LTV model. In comparison, classification for LTV models has received relatively little attention. This data must be processed before it is usable. None of these tasks is trivial.

Tagging 120

Tagging Comparison Purchase Advertisements 120

Customer Experience Matrix

FEBRUARY 12, 2007

The first point, which may seem a bit pedantic, is that I’ve been somewhat sloppy when describing the comparison of current values against forecasts. In a way, this is no different from other business measures. This is not the same as estimating future business results using the current LTV component values.

Lead Ranking 120

Lead Ranking Lead Scoring Analysis Trends 120

Customer Experience Matrix

SEPTEMBER 26, 2006

Step 3 raced ahead still faster: “finalize other considerations to get a complete understanding” of costs, service levels, and the vendor’s business model. My real complaint is that Entellium is encouraging users to make the mistake they love to make anyway, which is jumping right into functional checklists and vendor comparisons.

Work Management 120

Work Management Vendors Paper Consulting 120

Customer Experience Matrix

DECEMBER 8, 2006

The thought here is that represents mainstream business reporting. For sake of comparison, I threw in SOA, RFID and Six Sigma, which all run at about half as many searches as CRM and the same or slightly more news articles. My initial benchmark, which I still think is a good one, is a cover on BusinessWeek. Click here for a look.

Work Management 120

Work Management Marketing Management Wikipedia Buzz 120

Customer Experience Matrix

FEBRUARY 6, 2007

Yesterday I came down firmly in the middle in the great debate between Return on Investment and Lifetime Value as the primary measure for business decisions. But in many businesses this would greatly reduce long-term profits by choking off new customer acquisitions. If this happens too often, you’re out of business.

Allocation 120

Allocation Acquisitions Cable Cost 120

Customer Experience Matrix

SEPTEMBER 3, 2009

So even though marketers need to find ways to use social media for business purposes, they still have time to figure it out. Forrester and Marketing Profs report B-to-B Marketing in 2009 shows that business marketers most commonly use their company Web site, email, public relations and trade shows.

Spending 120

Spending Media Mobile Advertising Forrester 120

Customer Experience Matrix

DECEMBER 9, 2008

defining tasks based on use cases (I tend to call these business processes, but it’s pretty much the same); understanding how often each task is performed, how much time it takes, and how important it is; and testing different tasks for different types of users. language skills, physical disabilities, etc.).

Marketing Automation Services 120

Marketing Automation Services Demand Generation User-Generated Content Customer Surveys 120

Customer Experience Matrix

JULY 29, 2009

Summary: Helmsman Marketing offers turnkey marketing campaigns for small business. It's a great way to meet their needs, but probably not the model that will ultimately prevail in small business marketing automation. I’ve spent a lot of time recently talking to marketing automation vendors hoping to sell to small businesses.

Small Business Marketing 120

Small Business Marketing Marketing Management Marketing Automation Services Multi-Channel 120

Customer Experience Matrix

FEBRUARY 28, 2007

This only took a few days work, using a very slick and efficient business intelligence tool called QlikTech (for which Client X Client is a reseller, if anyone is interested). It’s particularly important in businesses which depend on “loss leaders” to bring in new customers and then make their money by selling them other products.

Cross-Selling 120

Cross-Selling Forecasting Classified Ads Acquisitions 120

Customer Experience Matrix

JANUARY 24, 2018

This is implied by the previous item but is listed separately to simplify comparison with non-CDP systems.) Business to Business. This refers to companies that sell to other businesses rather than to consumers. businesses) and for individuals within those accounts. Persistent data. Individual detail.

Work Management 166

Work Management Marketing Management Vendors Ideal Customer Profiles 166

Customer Experience Matrix

JANUARY 14, 2019

The majority of consumers do say they’re more loyal to brands that understand them and provide good service, and more likely to stop doing business with brands with poor service. Looking beyond personalization to the broader question of trust, we again see that Europeans place less trust in business than U.S. And they should.

Customer Surveys 149

Customer Surveys Marketing Attribution Enterprise Management Personalization 149

Customer Experience Matrix

FEBRUARY 8, 2007

Yesterday’s post discussed how values for LTV components can be compared across time and customer segments to generate insights into business performance. But even though such comparisons may uncover trends worth exploring, they do not tell managers what they really need to know: is the business running as planned? Well, maybe.

Forecasting 120

Forecasting Aggregators Comparison Work Management 120

Customer Experience Matrix

APRIL 16, 2009

Long-time readers of this blog know that I have a deep fondness for QlikView as a tool that lets business analysts do work that would otherwise require IT support. The flows support different kinds of joins and Excel-style formulas, including if statements and comparisons to adjacent rows.

Enterprise Management 120

Enterprise Management Work Management Analysis API 120

Customer Experience Matrix

NOVEMBER 1, 2013

This is something I’ve already thought and written about quite a bit, but the discussion did advance my understanding of whether any marketing automation vendor gains a business advantage if third party applications can connect to all of them. I think the answer is: probably not. At least, that’s what I’d do if I were in their shoes.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Marketing Management Marketing Automation 120

Customer Experience Matrix

JULY 17, 2008

The second bit of news was an enhancement that allows comparisons of different selections within the same report. If these could be treated as dimensions, it was not a problem: a few clicks could add a ‘year’ dimension to the report I just described, and year-to-year comparisons would appear automatically.

Cost 120

Cost Comparison Pricing Price 120

Customer Experience Matrix

JUNE 9, 2011

Indeed, effective interaction management requires a sophisticated mix of predictive modeling, business rules, flow management, response capture, data integration, real-time processing, simulation, and analytics. Few firms with the resources and business volume needed to justify this expense.

Work Management 120

Work Management Marketing Management Cost Software 120

Customer Experience Matrix

OCTOBER 2, 2011

The conference yielded a clear picture of HubSpot’s business strategy for the coming year. Shah said it is working on additional programs to help marketers measure their progress, such as comparisons among companies who start using the system at the same time. Well, they do sometimes admit they plan to creep upmarket over time.)

Marketing Automation Services 120

Marketing Automation Services Top of Funnel Work Management Hubspot 120

Customer Experience Matrix

NOVEMBER 13, 2008

That is, I'm essentially arguing that selection processes should invest their effort in understanding the company business processes that the new system must support, and in particular in which the tasks different users will perform. It's not usability vs. features, but process vs. features.

Lead Scoring 120

Lead Scoring Lead Ranking Work Management Marketing Automation Services 120

Customer Experience Matrix

AUGUST 4, 2008

I had a very productive conversation on Friday with Fred Yee, president of ActiveConversion , a demand generation system aimed primarily at small business. This is significantly different from a simple feature comparison, in which the product with the most features wins, regardless of whether those features are important.

Demand Generation 120

Demand Generation ActiveConversion Marketing Automation Services Demand 120