Customer Experience Matrix

JULY 3, 2017

Since just a handful of people will see the slides in person, I figured I’d share them here as well. The first is the “personal network effect” that I’ve described previously. The point that’s missing from the discussions I’ve seen about walled gardens is that personal networks create a monopoly on the individual level.

Work Management 68

Work Management Personalization Effectiveness Marketing Management 68

Customer Experience Matrix

FEBRUARY 12, 2009

But most of us still assume there is a reasonable relationship between price and value. This is why it’s hard to imagine that low-priced software can deliver similar performance to mainstream products. The system includes an email builder with the usual features such as personalization and required “unsubscribe” links.

Pricing 120

Pricing Price Impressions Marketing Management 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

OCTOBER 10, 2009

Summary: SiSense PrismCubed offers a reasonable option for a business-analyst business intelligence system. SiSense PrismCubed, officially launched this past August, is another member of the growing set of business intelligence systems aimed at empowering business analysts to build their own applications.

Business 120

Business Aggregators Vendors Pricing 120

Customer Experience Matrix

JANUARY 27, 2021

These deals all involve CDPs with marketing automation functions (that is, segmentation, message selection, campaigns, personalization, and cross-channel orchestration). But Twilio isn’t looking to build a marketing suite; their core business is call centers and (after buying SendGrid) email messaging.

Marketing Automation Services 270

Marketing Automation Services Enterprise Management Marketing Management Lead Ranking 270

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

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

AUGUST 27, 2020

Identity resolution is on the border because responding to data subject requests (see next section) requires assembling all data belonging to the same person. Some privacy systems include identity resolution to make this possible, but others rely on external systems to provide a personal ID to use as a link. Data subject interactions.

Privacy 180

Privacy Enterprise Management Work Management Marketing Management 180

Customer Experience Matrix

MAY 11, 2019

Businesses and government are banned from storing any personal information beyond what’s needed for security purposes. In the same way, we still have search engines and social networks and ecommerce, but they don’t personalize their services. Now a veteran, Jamie sat up and handed the information packet to the nearest person.

Privacy 195

Privacy Paid Search Agency Privacy Protection Tagging 195

Customer Experience Matrix

JANUARY 31, 2010

Summary: Aprimo Marketing Studio offers powerful features in an on-demand system for sophisticated business and consumer marketers. Like Aprimo itself, Marketing Studio is a bit of an oddity because it serves both business and consumer marketers. Other business marketing systems generally cannot.) You know who you are.

Paid Search Agency 120

Paid Search Agency Work Management Marketing Management Resource Management 120

Customer Experience Matrix

MAY 22, 2018

Selling enterprise software packages to mid-market firms doesn’t work very well, but embedding enterprise-class micro-services would let Adobe add advanced features without asking mid-market IT managers or business users to do more than they can handle. So, at least from a business viewpoint, let’s give Adobe credit for leading the way.

Enterprise Management 120

Enterprise Management Work Management Marketing Management eCommerce 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

OCTOBER 6, 2015

Let's start with a truth universally acknowledged – that customers have rising expectations for personalized treatment. 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. Marketers certainly see this as well.

Marketing Management 120

Marketing Management Ideal Customer Profiles Case Studies Buyer Personas 120

Customer Experience Matrix

MAY 12, 2015

Those firms have very specific requirements for balancing central control over content and brand image with the agents’ desire for flexibility and personal client relationships. Pricing starts at $15 per month per salesperson for a database of up to 500 active contacts and reaching a still-modest $90 per month for 10,000 active contacts.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Microsite Automation 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. Lead Genius has a basic email campaign capability, including segment definition, email templates with personalization variables, and email sequences. Pricing is tailored to each client.

Marketing AI 120

Marketing AI Account Based Marketing Lead Scoring Lead Ranking 120

Customer Experience Matrix

DECEMBER 6, 2011

In terms of what you need, vendors offer three types of services: deployment: help with setting up your system support: help in operating your system after it’s deployed account service: help in growing your business. Different companies have different needs in each area.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Vendors 120

Customer Experience Matrix

NOVEMBER 18, 2009

One of the audience members at the B2B Marketing University in Boston asked about demand generation systems for small businesses, and how to distinguish among the vendors in general. This has more to do with the degree of personal selling (and after-sale service) than anything else.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Demand Generation Agencies Demand Generation 120

Customer Experience Matrix

AUGUST 27, 2015

It's an interesting piece of news but I'm personally disappointed at the timing because I have been planning all week to write a post about the relationship between predictive analytics and account-based marketing (ABM). It's an important idea because it promises to improve results by delivering more relevant content for the same price.

Account Based Marketing 120

Account Based Marketing Work Management Analytics Linkedin 120

Customer Experience Matrix

JUNE 1, 2009

Everyone knows this, but, for the record, I was able to do nearly all my research online and even get price quotes without setting foot in a dealer. This almost completely eliminated any personal relationship from the equation, as well as blocking traditional dealer tactics like the indirect negotiation with the sales manager. -

Process 120

Process Buy Pricing Price 120

Customer Experience Matrix

JUNE 19, 2015

The core features of B2B marketing automation have been well understood for nearly ten years and prices have been dropping steadily for about the same time. 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.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Work Management Automation 120

Customer Experience Matrix

APRIL 24, 2015

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. Fair enough.

Bombora 120

Bombora Co-Registration B2B Advertising Agencies 120

Customer Experience Matrix

DECEMBER 4, 2012

In May I wrote about Demandforce , which specializes in local service businesses such as dentists and auto repair shops and had just been purchased by Intuit. Founded 14 years ago, the company has built its business serving the real estate industry, where individual agents and local agencies work in conjunction with large national franchises.

Marketing Automation Services 120

Marketing Automation Services Paid Search Agency Marketing Automation Advertising Agencies 120

Customer Experience Matrix

JANUARY 26, 2011

I translated other answers such as starting price or number of employees into similar 0-2 ranges so I could combine everything in a scoring formula. The sets represent fitness for small, mid-size and large businesses, and each set contains a product fit score and vendor fit score. This is priced at $295.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Report Marketing Management 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. Some sites verify that the reviewer actually uses the product.

Marketing Automation Services 120

Marketing Automation Services Software Lead Ranking Paid Search Agency 120

Customer Experience Matrix

JUNE 30, 2010

Personally, I’d argue that the really significant news out of LoopFuse is their newly tiered pricing structure. The entry point of $350 per month (for up to 10,000 prospects with unlimited emails and page views) is much lower than the $1,000 to $2,000 starting price of most full-function marketing automation systems.

Loopfuse 120

Loopfuse Marketing Automation Services Enterprise Management Marketing Management 120

Customer Experience Matrix

FEBRUARY 21, 2014

Equally helpful to me personally, it reinforced my intention to write about Bizo and DemandBase, both of which have recently briefed me on their latest product extensions. It later extended to returning visitor attributes in real time so companies could pre-fill forms and personalize Web pages to match visitor interests.

DemandBase 120

DemandBase Advertising Agencies Marketing Automation Services Paid Search Agency 120

Customer Experience Matrix

JUNE 18, 2013

Sophisticated, because it tailors the standard structures to each client’s business, so what it delivers isn’t some simple, cookie-cutter output. While AgilOne just recently appeared on my personal radar, plenty of other people had already noticed: the company says nearly 100 brands are using the system.

Marketing Automation Services 120

Marketing Automation Services Ideal Customer Profiles Analytics Marketing Management 120

Customer Experience Matrix

OCTOBER 20, 2016

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. All told, this adds up to a respectable set of CDP features.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

DECEMBER 10, 2013

The system can combine data with different identifiers, such as a cookie ID, mobile device ID, and Web session ID, although – like many CDPs – it relies on the client to figure out which identifiers belong to the same person. Pricing is based on activity volume and starts at $80 per month for the mid-level edition.

Ideal Customer Profiles 120

Ideal Customer Profiles Analytics Top of Funnel Marketing Management 120

Customer Experience Matrix

DECEMBER 30, 2014

But most agree that they’ll want machines to have some discretion such as how far to travel for the lowest price gasoline or how to balance cost vs. quality when selecting hotel rooms. Retailer rebates are part of the business world today and this would logically be the same thing.

Planning 120

Planning Work Management Marketing Management Paid Search Agency 120

Customer Experience Matrix

OCTOBER 14, 2014

A drag-and-drop email builder lets users create HTML messages including personalized contents drawn from the system database. Similar conditions apply to other online businesses including ecommerce and elearning…which is exactly where the company has found the bulk of its initial clients.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Multi-Channel 120

Customer Experience Matrix

DECEMBER 6, 2010

But it remains my personal go-to tool for data analysis and I do keep an eye on it. Business is good. The share price has nearly doubled since launch, incidentally.) Most clients are still mid-sized businesses, which is QlikView’s traditional stronghold. Here’s what’s up. Mobile interface.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Salesforce.com 120

Customer Experience Matrix

OCTOBER 30, 2014

and then yesterday omnichannel personalization vendor Sailthru announced their own predictive solution. Pricing is based on the number of predictions the system generates, whether those are support tickets, email messages, or customer lists. Client include both consumer and business marketers. million to $3.5

Lead Ranking 120

Lead Ranking Enterprise Management Marketing Automation Services Work Management 120

Customer Experience Matrix

JUNE 14, 2013

Doing it yourself takes multiple tools to gather different kinds of information, and then patching the result together into personal profiles. The features are interesting, but what really matters about Mintigo is the data: fresh, powerful, and unique information about a large share of the business universe.

Marketing Automation Services 120

Marketing Automation Services Lead Ranking Social Marketing Ideal Customer Profiles 120

Customer Experience Matrix

DECEMBER 13, 2012

The system then tracks the content consumed by each individual and compares their behavior to “profile cards” of personas such as frequent site visitors with high interest in business. Each person is assigned to the profile card they match most closely; people can be switched to a different card if their behaviors change.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

JUNE 14, 2007

(For the acronym impaired, SMB is “small and medium sized business” and SaaS is “software as a service”, a.k.a. I personally suspect the cost issue is the real one: whether or not they’re control freaks, SMBs are definitely penny-pinchers. I say this as someone who’s run my own Very Small Business for many years.)

Marketing Management 120

Marketing Management Budget Programs Software SMB 120

Customer Experience Matrix

FEBRUARY 14, 2011

Small business systems like Infusionsoft and OfficeAutoPilot solve this problem by bundling their own CRM features. This potential expansion has always been the biggest cloud hovering over B2B marketing automation, which has arguably been allowed to develop only because the business remained too small for the major CRM vendors to care about.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation CRM Work Management 120