Customer Experience Matrix

JANUARY 27, 2021

Yesterday brought news that CDP Exponea had been purchased by ecommerce recommendation engine Bloomreach. These deals all involve CDPs with marketing automation functions (that is, segmentation, message selection, campaigns, personalization, and cross-channel orchestration). These will likely be large enterprises.

Marketing Automation Services 270

Marketing Automation Services Enterprise Management Marketing Management Lead Ranking 270

Customer Experience Matrix

JANUARY 1, 2019

It saw a new generation of purpose-built CDP systems for vertical industries and personalized messaging. Salesforce is a marketing suite vendor but it purchased (and so far is selling) Datorama as a marketing performance analysis tool. There was a sharp drop in new CDP funding. External Competition.

Marketing Management 215

Marketing Management Paid Search Agency Vendors Acquisitions 215

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

DECEMBER 1, 2017

growth in alternative personal data sources. But I’ve seen other creative approaches such as scanning purchase receipts (in return for a small financial reward, of course) and even using satellite photos to track store foot traffic. Okay, maybe I’m the only person who thinks about this. retailers focus on convenience.

Marketing AI 149

Marketing AI Cable Paid Search Agency Amazon 149

Customer Experience Matrix

JUNE 20, 2018

Google doesn’t do much business in China so this is about expanding in other markets and listing JD.com as a seller in Google Shopping. June 20, 2018 RichRelevance Launches Next-Generation AI-Based Experience Personalization Personalization vendor RichRelevance has launched its next generation of AI-based personalization tools.

Marketing Management 120

Marketing Management Cross-Selling Mobile Advertising Newsletter 120

Customer Experience Matrix

MAY 6, 2017

You can see business news the same way: a drama with heroes, villains, intertwining story lines, and endless plot twists. After all, programmatic threatens the core ad buying business of the agencies and faces its own problems of measurement and objectionable ad placement. It’s been said that sports are soap operas for men.

Marketing Management 120

Marketing Management Paid Search Agency Vendors Ads 120

Customer Experience Matrix

DECEMBER 16, 2018

At the same time, other people – often marketers who had found through personal experience that unified customer data was rarely available – started by build database-only CDPs, based on the same insight that the value was in the database. A cynic might argue the reason is that companies have developers on staff and need to keep them busy.

Enterprise Management 278

Enterprise Management Work Management Marketing Management Marketing Automation Services 278

Customer Experience Matrix

FEBRUARY 24, 2017

I’ve sensed a certain weariness in recent discussions of marketing technology, as marketers realize their business problems remain even after massive investments in new systems. The term “martech fatigue” has crept into my conversations, suggesting that marketers are tired of buying new systems they often don't use. So what’s the problem?

Paid Search Agency 196

Paid Search Agency Advertising Agencies Marketing Management Budget Programs 196

Customer Experience Matrix

AUGUST 31, 2017

That’s especially important to AgilOne since most of its clients are retailers whose business can spike sharply on days like Black Friday. Personalization has been enhanced and the system exposes message-related data elements including product recommendations and the last products browsed, purchased, and abandoned.

Elasticity 0

Elasticity Multi-Channel Paid Search Agency Analytics 0

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

MAY 22, 2018

Adobe yesterday announced its purchase of the Magento Commerce platform, a widely used ecommerce system, for a cool $1.68 Apparently Adobe feels these offer enough protection, especially among mid-size and larger clients, for Magento to be a viable business. That does seem like a large work force to get for more-or-less free.

Enterprise Management 120

Enterprise Management Work Management Marketing Management eCommerce 120

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

SEPTEMBER 3, 2018

The culprit was to be the EU’s General Data Protection Regulation, which would cut off the flow of personal data to third party brokers and, even more devastatingly, prevent marketers from buying third party data for fear it wasn’t legitimately sourced. Then again, business marketing always relied heavily on third party data.

DemandBase 199

DemandBase Lead Ranking Paid Search Agency Work Management 199

Customer Experience Matrix

NOVEMBER 14, 2016

Many were features that already exist in other mid-tier systems, including branching visual workflows, sessions within Web analytics reports, parent/child relationships among business records, and detailed control over user permissions. That sets up a positive cycle of growth and expansion that is very much in HubSpot’s favor.

Marketing Automation Services 0

Marketing Automation Services Hubspot Conference Marketing Automation 0

Customer Experience Matrix

JUNE 13, 2016

It gives Microsoft access to a rich trove of personal and company information, something it didn’t have before (although Microsoft probably collected more personal and company data than most of us realize). LinkedIn is primarily a social network with revenue from subscriptions, recruiting services, and advertising.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Vendors Linkedin 120

Customer Experience Matrix

APRIL 1, 2013

Even though Raab Associates itself is a small business and runs in part on an Infusionsoft-like system ( OfficeAutoPilot ), I’m a professional manager by training and most of my clients are mid-size and big businesses. Small businesses can see changes in revenue or free time immediately. Reducing costs is a lower priority.

Small Business Marketing 120

Small Business Marketing Marketing Automation Services Conference Marketing Management 120

Customer Experience Matrix

MAY 8, 2014

The gist of the model is that marketers and sales people need to disrupt the normal purchase process by convincing buyers that they’re doing something wrong, it’s costing them money, and the seller’s product can fix it. They were all good, too, but I’m a big picture kind of person. Measure wisely.

Conference 120

Conference B2B B2B Sales Planning 120

Customer Experience Matrix

AUGUST 22, 2016

special methods to associate personal and business emails, attach leads to accounts, find social media handles, etc. For example, if you sell to small businesses, then coverage is critical because many vendors identify companies using IP address or Web domain – things many small businesses do not have.

Enterprise Management 120

Enterprise Management Marketing Automation Services Marketing Management Vendors 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. Content personalization is especially sophisticated, supporting dynamic content (i.e., I'm sure plenty of other specialists exist as well. MindMatrix is one of them.

Marketing Automation Services 120

Marketing Automation Services Paid Search Agency Marketing Automation Advertising Agencies 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

OCTOBER 15, 2013

Questions about satisfaction give a similarly ambiguous result: just over two-thirds of users in a Winsper Group survey reported themselves satisfied with the business value of their system, again meaning that nearly one-third were neutral or actively dissatisfied. But will those users really do any better with a different product?

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Automation BtoB 120

Customer Experience Matrix

MARCH 4, 2014

My post last month on DemandBase and Bizo ’s products to target Web display ads at individual businesses resulted in a call from Vendemore , a Stockholm, Sweden-based firm that has been providing similar services for seven and a half years.

Top of Funnel 120

Top of Funnel Advertising Funnels Paid Search Agency Display 120

Customer Experience Matrix

MAY 24, 2016

It was that even information core customer information such as purchases should be referenced rather than copied. Further reinforcing these trends is the customers’ increasing expectation for personalization. Of course, a goal beyond avoiding disengagement would be encouraging purchase.

Mobile Marketing 136

Mobile Marketing Conference CRM Mobile Advertising 136

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. Predictive models can show how different attributes correlate with targeted behaviors such as purchasing a product. But harvesting that data has been frustratingly difficult.

Marketing Automation Services 120

Marketing Automation Services Lead Ranking Social Marketing Ideal Customer Profiles 120

Customer Experience Matrix

JUNE 1, 2009

My latest pass through the quintessential American purchase experience confirmed one obvious truth and recalled two others that are easily forgotten. - 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

JANUARY 14, 2019

Consumer Attitudes: Personalization If marketers hold any truth to be self-evident, it’s that today’s consumers want and expect personalization. The reality is a bit different and depends greatly on the definition of “personalization”. We’ve just seen that consumer interest in personalization may not be quite as high we thought.

Customer Surveys 149

Customer Surveys Marketing Attribution Enterprise Management Personalization 149

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

It does this by directly capturing behaviors from Web site visits and mobile app interactions (via Javascript tags and API calls from iOS or Android) and by loading operational data such as purchases and customer service interactions. Woopra stores its data as a combination of customer attributes and time-stamped individual events.

Ideal Customer Profiles 120

Ideal Customer Profiles Analytics Top of Funnel Marketing Management 120

Customer Experience Matrix

JUNE 19, 2015

Small businesses constantly cite cost as a major roadblock to adoption. David Hurley, the open source industry veteran behind Mautic, argues that marketing automation has just now become widely enough understood for many marketers to purchase it without a lengthy sales cycle. So the opportunity seems obvious.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Work Management Automation 120

Customer Experience Matrix

AUGUST 8, 2015

There’s also an issue of freshness: intent can change rapidly, either because someone already made their purchase or because their interests have shifted. Intent vendors won’t necessarily capture every person in market for a particular product. How complete is it? How do you test it? and read the results.

Intent Data 120

Intent Data Intent Bombora Top of Funnel 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. I personally suggest that anyone interested in the industry buy a copy for themselves and another for someone they love.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Marketing Management Acquisitions 120

Customer Experience Matrix

DECEMBER 30, 2014

machines may interfere with other machines along the path to an actual purchase. Retailer rebates are part of the business world today and this would logically be the same thing. Purchases for you automobile are another focus; so are travel choices. Who would even notice that no one has actually met this person?

Planning 120

Planning Work Management Marketing Management Paid Search Agency 120

Customer Experience Matrix

AUGUST 11, 2010

Summary: Adobe added Web content management, digital asset management and social media features to its arsenal when it purchased Day Software last month. release attempted to do this by adding targeting capabilities, including segmentation and segment-driven personalization.

Digital Asset Management 120

Digital Asset Management Enterprise Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

SEPTEMBER 17, 2009

Summary: RightNow has extended its social media footprint by purchasing HiveLive, which lets companies build public and private communities. In keeping with my recent posts about broader utilization of social media, I had a chat earlier this week with on-demand CRM vendor RightNow , who updated me on their recent purchase of HiveLive.

Communities 120

Communities Multi-Channel Cost Advertising Benchmark 120

Customer Experience Matrix

JUNE 22, 2011

The other two pieces were already in place: “make” is Adobe’s original content creation business, while “measure” is Omniture Web analytics. The only exceptions are customer profiles, segmentation, and content to support Web personalization. FatWire will allow much richer, more personalized and targeted Web site interactions.

Enterprise Management 120

Enterprise Management Digital Asset Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

APRIL 6, 2016

It’s worth a brief note to record that Salesforce.com purchased artificial intelligence vendor MetaMind on Monday. This vision of pervasive AI is how I personally expect the industry to develop.

Marketing Automation Services 120

Marketing Automation Services Vendors Purchase Trends 120