Customer Experience Matrix

JANUARY 22, 2014

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. nurture campaigns), and share leads with a CRM system like Salesforce.com. A workflow can include multiple steps but branching won’t be supported until mid-2014.

Marketing Automation Services 120

Marketing Automation Services Small Business Marketing Marketing Automation Automation 120

Customer Experience Matrix

NOVEMBER 15, 2013

Many small businesses do their marketing through CRM, email, and search advertising. Companies that provide small businesses with online directories and ratings, search engine optimization, Web sites, and paid search marketing all have client bases that dwarf the small business marketing automation industry.

Small Business Marketing 120

Small Business Marketing Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

MARCH 6, 2016

I spent part of last week at ICON16, Infusionsoft ’s annual combination of customer conference, revival meeting, and group therapy session for small business owners. This all makes perfect sense and is wholly consistent with Infusionsoft’s historical focus on helping small business grow. Whether it’s realistic is another question.

Small Business Marketing 120

Small Business Marketing Work Management Marketing Management Planning 120

Customer Experience Matrix

OCTOBER 22, 2009

Summary: SalesFusion combines all channels within marketing, and merges marketing automation with CRM as well. Business marketers probably spend more online, but, once you add in the cost of salespeople, I’d guess that online spending still accounts for less than 10% of the combined total. Look, I know online marketing is important.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

MARCH 7, 2014

This is somewhat simplistic but adequate for most small businesses. Ontraport already provided rich features for CRM, task management, marketing automation, order capture, and partner and membership programs. It’s certainly worth a look if you’re in the market for a small business all-in-one sales and marketing system.

Marketing Automation Services 120

Marketing Automation Services Small Business Marketing Work Management Marketing Management 120

Customer Experience Matrix

APRIL 26, 2011

I’ve written quite a bit recently about marketing systems for very small businesses – a category I’ve tentatively labeled “micro-business” and pegged at under $5 million revenue. There are plenty of other vendors serving micro-businesses. Most are small businesses but some are large corporations.

Small Business Marketing 120

Small Business Marketing Work Management Features Marketing Management 120

Customer Experience Matrix

OCTOBER 11, 2011

Marketo today announced the launch of Spark , a new brand aimed at small and mid-size business. Most of these aren’t of interest to small business, and several involve additional charges even for Marketo’s regular packages. But the most ardent small business evangelists are companies including Infusionsoft and OfficeAutoPilot.

Small Business Marketing 120

Small Business Marketing Marketo Marketing Automation Services Work Management 120

Customer Experience Matrix

NOVEMBER 5, 2015

Teradata today announced it plans to sell its Marketing Applications business. According to financial statements within the Teradata announcement, Marketing Applications revenue was down about 9% this year, which is surprising in a generally strong martech market but in line with the rest of Teradata’s business. So what happens now?

Enterprise Management 120

Enterprise Management Planning Marketing Management Marketing Automation Services 120

Customer Experience Matrix

JULY 10, 2013

By contrast, the fourth trend seems to be driven by recognition that small business presents a huge opportunity. Both the agencies and their clients have been mostly small businesses – in the survey for our soon-to-be-published VEST report , Optify reports that 60% of its clients have under $5 million revenue.

Demand Generation Agencies 120

Demand Generation Agencies Marketing Automation Services Paid Search Agency Small Business Marketing 120

Customer Experience Matrix

NOVEMBER 5, 2009

Summary: Marketing automation and CRM systems may eventually converge, but for now marketers need help explaining why they need a system of their own. People still don’t understand the difference between marketing automation vs. CRM. Will Marketing automation and CRM remain separate? Vendors take note.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Marketing Automation 120

Customer Experience Matrix

JUNE 15, 2007

Our friends at Accenture have once again illustrated the point with a paper “ Surveying and Building Your CRM Future ,” whose subtitle promises “a New CRM Software Decision-Making Model”. Each combination neatly maps to a different class of CRM software. Large firms have multiple CRM implementations.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Paper 120

Customer Experience Matrix

OCTOBER 4, 2011

This uncovered several additional candidates for mid-tier business-to-consumer marketing automation. Consolidated Technologies Group – a hosted system offering data hygiene, CRM, campaign management, digital asset management, and analytics. Sister company offers printing, direct mail and physical fulfillment.

Marketing Automation Services 120

Marketing Automation Services Digital Asset Management Enterprise Management Marketing Automation 120

Customer Experience Matrix

OCTOBER 27, 2006

This study looked at several types of software, not just CRM. Access Markets International (AMI) Partners ( www.ami-partners.com ) published “Mid-Market CRM: Vendor Strategies for a New Frontier”, which found only 35% of mid-sized companies have an existing CRM installation. Click here for details.

CRM 120

CRM Vtrenz Marketing Automation Services Marketing Management 120

Customer Experience Matrix

JANUARY 22, 2013

The system makes it easy for small business to generate leads through social marketing campaigns and track results. The investment can be read as validation of Infusionsoft’s strategy of offering unified marketing automation, CRM, and ecommerce exclusively for very small businesses. It will continue to operate independently.

Marketing Automation Services 120

Marketing Automation Services Small Business Marketing Work Management Marketing Automation 120

Customer Experience Matrix

DECEMBER 2, 2010

It's looking more like a conventional small-business marketing automation system every day. HubSpot has always aimed to provide small businesses with one easy-to-use system for all their marketing needs. Of course, this competition was always implicit – few small businesses would have purchased HubSpot plus one of those products.

Small Business Marketing 120

Small Business Marketing Marketing Automation Services Hubspot Demand Generation Agencies 120

Customer Experience Matrix

SEPTEMBER 13, 2006

What apparently impressed InformationWeek was projects that radically altered business operations in ways that provided real customer benefits. Even though InformationWeek calls it a “CRM program”, this sounds more like what we at ClientXClient talk about with our Customer Experience Matrix: a comprehensive view of all customer interactions.

CRM 120

CRM Ideal Customer Profiles Customer Satisfaction Marketing Management 120

Customer Experience Matrix

DECEMBER 3, 2008

While last week’s post found that Marketbright aims at more sophisticated clients, Pardot explicitly targets small and midsize businesses (or SMBs as we fondly acronymize them [yes, that’s a word, at least according to [link] ]). So I was quite curious to see what they had to offer. What I found was intriguing.

Demand Generation 120

Demand Generation Enterprise Management Small Business Marketing Pricing 120

Customer Experience Matrix

NOVEMBER 14, 2016

The big news was a free version of HubSpot’s core marketing platform, joining free versions already available of its CRM and Sales systems. (In In Hubspeak, CRM is the underlying database that tracks and manages customer interactions, while Sales is tools for salesperson productivity in email and elsewhere.)

Marketing Automation Services 0

Marketing Automation Services Hubspot Conference Marketing Automation 0

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

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

OCTOBER 24, 2014

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. Results appear as lists in a CRM interface or as scores on a marketing databaset. User interface is a second differentiator.

Lead Ranking 120

Lead Ranking Lead Scoring Automation Salesforce.com 120

Customer Experience Matrix

OCTOBER 26, 2006

The most recent, “On-Demand Versus On-Premise CRM: Are There Performance Differences?” This raises the question of whether the many on-premise software vendors who hope to expand into the small to mid-size business (SMB) market will be able to succeed without radically reengineering and simplifying their products.

Demand 120

Demand CRM Salesforce.com Studies 120

Customer Experience Matrix

NOVEMBER 9, 2015

Companies willing to share their Salesforce CRM data can get a report assessing the quality of their CRM records, listing the top five data elements that identify high-value prospects, and suggesting five market segments they might pursue. It takes zero effort on the marketer’s part and the answer comes back in 24 hours.

Lead Ranking 120

Lead Ranking Lead Scoring Work Management Marketing Automation Services 120

Customer Experience Matrix

DECEMBER 19, 2017

If we allow that a deployed CDP could be present in companies where one customer-facing system does almost everything or the customer facing systems are connected to marketing automation or CRM, then 74% of the deployed CDPs are covered. The survey also asked about company revenue, business type (B2B vs B2C), and region.

Marketing Automation Services 136

Marketing Automation Services Customer Surveys Planning Comparison 136

Customer Experience Matrix

JUNE 13, 2016

This is fascinating since Microsoft intersects with LinkedIn in several areas: Dynamics CRM software, Office productivity software, and Bing online advertising. Done correctly, integration of LinkedIn with Dynamics CRM could provide a major boost to that product’s utility while creating a new barrier to competition.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Vendors Linkedin 120

Customer Experience Matrix

SEPTEMBER 17, 2006

The thought is to take literally the mantra that “the value of a business is the value of its customer relationships” by modeling the relationships individually and viewing an aggregate result. This is all central to the Client X Client business concept.

CRM 120

CRM Lead Ranking Terms and Conditions Aggregators 120

Customer Experience Matrix

OCTOBER 4, 2016

Krux now has an “intelligent marketing hub” that can also load a company’s own data from CRM, Websites, mobile apps, and offline sources, and unify customer data to build complete cross-channel profiles. But it’s still clear that DemandGraph represents a major improvement in the power and scope of data available to business marketers.

DemandBase 166

DemandBase Ideal Customer Profiles Marketing Management Cross-Selling 166

Customer Experience Matrix

JUNE 2, 2016

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.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Rules 120

Customer Experience Matrix

AUGUST 22, 2013

It then imports CRM and marketing automation data from its clients'' systems, enhances the imported records with information from its big proprietary database, and builds predictive models that score companies and individuals on their likely win rate, conversion rate, deal size, and lifetime revenue.

Lead Ranking 120

Lead Ranking Lead Scoring Marketing Automation Services Ideal Customer Profiles 120

Customer Experience Matrix

JUNE 4, 2013

Frankly, of the two, entry into B2C marketing seems more important because it''s such a large business and Salesforce.com needs to know where its next several billion dollars in revenue will come from. - I''ve long argued that CRM and marketing automation should be part of the same system.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Marketing Automation Automation 120

Customer Experience Matrix

OCTOBER 17, 2012

Microsoft today announced the acquisition of marketing management system vendor MarketingPilot , which will become part of its Dynamics CRM group. More specifically, it’s a major acquisition by a CRM vendor, helping to fulfill everyone's favorite prophecy that marketing automation and CRM will eventually merge.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Vendors 120

Customer Experience Matrix

JUNE 19, 2015

Open source has been successful in related applications including analytics (R, Jaspersoft, Pentaho), CRM (SugarCRM, vTiger) and Web content management (WordPress, Joomla, Drupal). Small businesses constantly cite cost as a major roadblock to adoption. So the opportunity seems obvious. What about the product itself?

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Work Management Automation 120

Customer Experience Matrix

DECEMBER 1, 2006

Yesterday’s entry about Sage Software’s paper “17 Rules of the Road for CRM” may have given an overly positive impression. point solutions: low cost, fitness to task (either doing one thing simply or providing deep, sophisticated functionality), vertical specialization by industry or business function, and vendor expertise.

Paper 120

Paper Vendors CRM Verticals 120

Customer Experience Matrix

FEBRUARY 10, 2017

The company is in the business of assembling B2B marketing lists – an industry dating back centuries to city directories and beyond. To find the right targets, Lead Genius loads a client's current CRM lists. Messages through other channels would have to be executed through marketing automation or CRM. Plan interactions.

Marketing AI 120

Marketing AI Account Based Marketing Lead Scoring Lead Ranking 120

Customer Experience Matrix

MAY 2, 2021

There may be some additional work bringing vendor staff up to speed for a purchased system, compared with having a system built by internal staff who already understand the business. But this is probably balanced by CDP vendor staff having deeper experience with CDP-specific issues. Build and buy choices both have their risks.

Work Management 292

Work Management Marketing Management Buy Ad Building 292

Customer Experience Matrix

AUGUST 23, 2012

Tuesday’s post looked at the micro-business sector leaders according to our VEST report and gave a bit of background on how the ratings are created. Today let's take a look at the same diagram for large businesses, which we define as companies with $500 million revenue or more.

Eloqua 120

Eloqua Marketing Automation Services Lead Ranking Enterprise Management 120

Customer Experience Matrix

AUGUST 26, 2014

The S-1 does provide some other insights – in particular, highlighting HubSpot’s shift in focus from very small businesses to mid-size business. HubSpot does make several references to supporting sales departments in its document, which a casual reader might interpret to mean it also provides CRM features.

Paid Search Agency 120

Paid Search Agency Hubspot Eloqua Advertising Agencies 120