Customer Experience Matrix

AUGUST 6, 2009

Summary: Infusionsoft knows exactly how to sell marketing automation to small business: promise more revenue, less work, strong support and a low price. Since marketing automation for small business was on my mind last week, I checked in with the good folks at Infusionsoft , whose 15,000 customers make them leaders in the field.

Small Business Marketing 120

Small Business Marketing Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

JULY 30, 2009

Small businesses willing to invest some effort should be pleased with the results. Yesterday’s post described one strategy to sell marketing automation to small businesses: provide a specific, turnkey service that requires virtually no skill or effort from the user. That would greatly limit the marketing automation vendors' business.

Small Business Marketing 120

Small Business Marketing Bundling Work Management Paid Search Agency 120

Customer Experience Matrix

JULY 3, 2018

Yesterday brought news that Acxiom had agreed to sell its marketing services business to Interpublic Group , a major ad holding company, for $2.3 Acxiom will retain LiveRamp and do business under that name. Acxiom bought LiveRamp in 2014 for $310 million, as a logical extension of its identity data business. However, I disagree.

Work Management 120

Work Management Marketing Management Paid Search Agency Advertising Agencies 120

Customer Experience Matrix

NOVEMBER 18, 2018

But the broader interest in taking social positions is intriguing precisely because the B Corps have been exceptions to the conventional wisdom that businesses should avoid controversial issues. Not coincidentally, Apple’s business isn’t as dependent on consumer data as many of its competitors. So why the sudden change?

Paid Search Agency 192

Paid Search Agency Advertising Agencies Privacy Protection Work Management 192

Customer Experience Matrix

MARCH 18, 2018

Like any good consultant, I can only answer that question with “it depends” and by then asking more questions. Ultimately, this is the right approach: after all, the CDP isn’t an end in itself, it’s a tool for improving your business. That’s certainly progress but it’s a much harder question to answer than the one about DMPs.

Ideal Customer Profiles 136

Ideal Customer Profiles Barriers Analysis Trigger Marketing 136

Customer Experience Matrix

JULY 23, 2015

This is something I’ve done for years as a consultant but it’s now an especially hot topic. Here are some of the key points I’ll be making: - the stack is based on your business and marketing strategies. The picture below also highlights the importance of planning for future business, marketing, and martech developments.

Planning 120

Planning Conference Design Paid Search Agency 120

Customer Experience Matrix

APRIL 14, 2012

More fundamentally, it reflects Infusionsoft's steady focus on solving the same problem for the same customers: helping businesses with under 25 employees run their marketing, sales and e-commerce more efficiently. These are common needs for small businesses, so I’d consider them gaps in the product.

Lead Scoring 120

Lead Scoring Lead Ranking Analytics Campaigns 120

Customer Experience Matrix

APRIL 15, 2012

One of the things I’m enjoying about my new role as head of analytics at Left Brain DGA is being closer to hands-on marketing than I was as a consultant. It breaks out results for several categories, of which the most relevant are probably Computer, Consulting, Large Business and Small Business.

Advertising Benchmark 120

Advertising Benchmark Eloqua B2B Click Rate 120

Customer Experience Matrix

AUGUST 16, 2015

I’ve long been intrigued by the notion that complex business decisions can be reduced to relatively simple rules of thumb. Perhaps I shouldn’t admit this, at least when it comes to decisions I might be paid to make as a consultant.

Paper 120

Paper Social Media Social Marketing High Quality Lead 120

Customer Experience Matrix

JULY 28, 2010

So rather than review them in depth (you can read Manticore’s press release for details), I’ll look at Manticore’s broader business approach as outlined by Marketing Vice President Christopher Doran. These include a few very large firms but mostly mid-size businesses and divisions of larger companies. First some background.

Manticore 120

Manticore Marketing Automation Services Demand Generation Agencies Marketing Management 120

Customer Experience Matrix

MAY 12, 2009

The new service, called QuickStart, will also be delivered by Eloqua partners, giving them an opportunity to start a relationship that could lead to future paid business. Clients fill out a workbook during the sessions and are the consultant leaves behind a 90 day plan for future action.

Eloqua 120

Eloqua Marketing Automation Services Marketing Management Demand Generation Agencies 120

Customer Experience Matrix

FEBRUARY 2, 2016

A system with more advanced reporting, such as Brightfunnel (which I reviewed in December and has been a consulting client) starts at $3,000 per month or higher. Certainly price is an advantage: Claritix starts at $1,000 per month for up to 10,000 contacts in the database, with the cost per contact decreasing for higher volumes.

Analysis 120

Analysis Marketing Analytics Tools Marketing Automation Services Salesforce.com 120

Customer Experience Matrix

AUGUST 21, 2014

They had probably developed a secret handshake by the time the conference was over, although as a mere consultant I wasn’t told what it was. Most were clearly delighted to find so many other people sharing the same opportunities and challenges. not to mention a hackathon, talent show, and, karaoke.

Conference 120

Conference Planning Vendors Gartner 120

Customer Experience Matrix

JUNE 19, 2015

Small businesses constantly cite cost as a major roadblock to adoption. Hurley's hope is that the user community will largely support itself through public forums and that service professionals such as consultants, agencies, and Web developers will fill the rest of the gap. So the opportunity seems obvious.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Work Management Automation 120

Customer Experience Matrix

APRIL 8, 2009

The Pedowitz Group announced this morning that it was offering $15,000 in free consulting services and guaranteeing a five-day implementation to new clients who purchase Eloqua demand generation software. This has less to do with learning the software than with knowing what works and how to apply it to their own business.

Eloqua 120

Eloqua Work Management Marketing Automation Services Marketing Management 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. A half-day of consulting might cost $1,000, which is not bad at all when you consider that the software itself is free. Interesting.

Cost 120

Cost Ideal Customer Profiles SMS Consulting 120

Customer Experience Matrix

SEPTEMBER 11, 2013

Raab Associates is really two businesses: the technology consulting practice run by Yours Truly, and a marketing agency specializing in children’s books run by my beautiful and brilliant wife Susan. Even more happily, the answers all came back positive as I imagined working through Susan’s basic business processes in Zoho.

CRM 120

CRM Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

OCTOBER 1, 2011

We saw some industry consultants creating targeted campaigns social (Facebook especially), where the economics are impressive (some are obscenely profitable). But there is a lot of consumer participation needed (and business integration issues) to make that happen en masse in the next year or two. No shortage of innovation and trials!

Conference 120

Conference Mobile Advertising Lead Scoring Lead Ranking 120

Customer Experience Matrix

JANUARY 31, 2013

Mix models remain the heart of the company’s business. The company has also beefed up its consulting services to help make its findings more actionable. A good place to start is Marketing Management Analytics , known to its friends as MMA. MMA was founded in 1989 and is one of the pioneers in marketing mix modeling.

Marketing Mix 120

Marketing Mix Work Management Marketing Management Allocation 120

Customer Experience Matrix

OCTOBER 19, 2010

Summary: Alsa Marketing is a late entry to small business marketing automation. They support multiple languages, which should gain them some business. It’s harder every day for a new company to enter the business-to-business marketing automation industry.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Automation Marketing Management 120

Customer Experience Matrix

JANUARY 10, 2012

I had an earful last week from Genoo president Kim Albee, who told me that I’ve misclassified her target customers as “micro businesses” (under $5 million revenue) for the past two years. The main cause of my misunderstanding was Genoo’s starting price of $199 per month, which is below any small or mid-size business system.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Marketing Management Marketing Automation 120

Customer Experience Matrix

MAY 11, 2010

It’s no news that marketers are busy. Consultants like myself have it easier. Although most marketers won’t spend either time or money on better measurement, there are enough others willing to pay consultants (basically trading time for money) for at least some of us to make a living.

Advertising Agencies 120

Advertising Agencies Vendors Paid Search Agency Education 120

Customer Experience Matrix

JUNE 12, 2007

UK-based consultancy 2GC lists more than 100 in a helpful database with little blurbs on each, but they include performance management systems that are not necessarily for balanced scorecards. I haven’t been able to come up with an authoritative list of major balanced scorecard software vendors.

Enterprise Management 120

Enterprise Management Marketing Management Software Vendors 120

Customer Experience Matrix

FEBRUARY 16, 2012

Regarding my traditional consulting work on vendorselection and technology analysis: I'll probably do less of it as other LeftBrain work takes most of my time. Other suggestions are welcome, so long as they're G-rated enough to put on a business card. So, if the stars are aligned as I think, my topics will be more relevant than ever.

Demand Generation Agencies 120

Demand Generation Agencies Work Management Marketing Automation Services Paid Search Agency 120

Customer Experience Matrix

DECEMBER 13, 2014

I’m as fond of hearing my voice as most consultants, which is very fond indeed. 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. Click here to see the Webinar and download the related paper.)

Paid Search Agency 120

Paid Search Agency Advertising Agencies Multi-Channel Work Management 120

Customer Experience Matrix

MAY 2, 2008

The key to that argument is that software costs are a relatively small portion of companies’ total investment in a business intelligence system. The study itself, Market Demand for Business Intelligence and Performance Management (BI/PM), 2007 will cost you $4,000. implementation consulting costs 15%.user software costs 16.2%.integration

Marketing Management 120

Marketing Management Cost Software Class 120

Customer Experience Matrix

JULY 29, 2008

But that's just one dimension, and Consultant Union rules clearly state that all topics must be analyzed in a two-dimensional matrix. This relates to the number of channels and business activities. - But it’s easy enough to generate a specific checklist of items for users to consult. So far so good.

Demand Generation 120

Demand Generation Work Management Demand Marketing Management 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

SEPTEMBER 26, 2006

Who could resist a paper entitled “100+ Questions CRM consultants get paid to ask”? Certainly not a sometime CRM consultant like myself. Step 3 raced ahead still faster: “finalize other considerations to get a complete understanding” of costs, service levels, and the vendor’s business model. What could be left after “finalize”?

Work Management 120

Work Management Vendors Paper Consulting 120

Customer Experience Matrix

MAY 23, 2012

The situation – and barely concealed frustration – is captured perfectly in the headline from a recent Forrester Consulting study sponsored by Silverpop : “Response Metrics Are Used To Evaluate Success, Leaving Customer Or Business Impact Metrics Largely Ignored”.

Lead Ranking 120

Lead Ranking Contingency Planning Planning Lead Scoring 120

Customer Experience Matrix

APRIL 12, 2007

What might be called the “standard model” of business intelligence systems boils down to this: many operational sources feed data into a central repository which in turn supports analytical, reporting and operational systems. Tags: web analytics customer experience management business intelligence analysis systems data integration.

Distribution 120

Distribution Analytics Enterprise Management Lead Ranking 120

Customer Experience Matrix

JUNE 16, 2010

On June 29, I'll be giving a Webinar on “Matching a Marketing Automation System to Your Needs”, part of a day-long set of all-star lead management presentations organized by the Focus online business community. You may need some help (say, from consultants like Raab Associates Inc. Click here to register ; it’s free.)

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Work Management Marketing Management 120

Customer Experience Matrix

JANUARY 15, 2007

Consultants love 2x2 matrices. Now, being a consultant, I don’t make tough choices unless someone pays me a lot of money. In practical terms, a simple model is something a business analyst can create while a complex model needs a statistician. But 2x2 matrices? Those you can have for free. The second dimension is scope.

Lead Ranking 120

Lead Ranking Lead Scoring Work Management Marketing Management 120

Customer Experience Matrix

DECEMBER 6, 2006

The phrase “customer experience” pops up more and more often in vendor promotions and other business discussions. But hype also supports the large amount of continuous effort required for new ideas to penetrate the collective consciousness of the business world.

Work Management 120

Work Management Marketing Management Marketing Budget Customer Satisfaction 120

Customer Experience Matrix

FEBRUARY 26, 2012

General purpose marketing automation vendors also compete for this business with what are usually called “distributed marketing” options. More important, channel marketing issues have cropped up several times recently in my consulting and are likely to be even more prominent in my work at Left Brain DGA. So it was worth taking a look.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Advertising Agencies Work Management 120

Customer Experience Matrix

FEBRUARY 1, 2010

I’ve been talking about this a lot with consulting clients but don’t think I’ve written about it at length in this blog. The connection is that these both support my feeling that many members of the old-line database marketing community have failed to adapt to the new world of digital marketing.

Database Marketing 120

Database Marketing Paid Search Agency Demand Generation Agencies Paid Content 120

Customer Experience Matrix

DECEMBER 13, 2011

It’s also the preferred option of most industry consultants (myself included) because it provides the strongest platform for future success. As you might expect, this approach is most common among at the small business end of the marketing automation spectrum: Genoo , MakesBridge , and OfficeAutoPilot are good examples.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Marketing Automation Automation 120