Customer Experience Matrix

APRIL 15, 2014

.* When Scott asked for content suggestions during the early stages of the conference planning, my reaction was that one thing everyone needs is a framework for relating marketing technology investments to larger business strategy. The implication is that every business needs to adapt a strategy of customer intimacy. Bluff called.

Marketing Strategy 120

Marketing Strategy Marketing & Strategy Planning Business 120

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

DECEMBER 13, 2012

Most decision managers assume content is best stored with the touchpoint systems, while SiteCore wants to store most content itself. 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.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

FEBRUARY 4, 2010

The accompanying article suggested the online marketers don’t give personalization a high priority, which supports the theme of my last few posts. As the headline suggests, about three-quarters of the marketers listed personalized email, display advertising and onsite pages as a high priority, but just under half are actually using them.

Online Marketing 120

Online Marketing Customer Surveys Advertising Channels Lead Scoring 120

Customer Experience Matrix

SEPTEMBER 26, 2013

If you’re a working marketer, you almost surely know this from personal experience. As customers interact across more channels, marketers need to not just meet them in every new location but recognize them and carry on a continuous conversation from one touchpoint to the next. Simply put, marketers need better databases.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Ideal Customer Profiles 120

Customer Experience Matrix

MAY 26, 2011

This is especially true in customer management, where new touchpoints – Web, mobile, social, etc. What this means in practical terms is that companies wishing to coordinate customer treatments across channels need to knit together their separate touchpoints. appear at a dizzying pace.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

NOVEMBER 20, 2012

In his classic Harvard Business Review article Marketing Myopia , Theodore Levitt argued that railroad companies could have survived the rise of the automobile had they considered their business to be providing transportation, not running trains. The content may be an actual message or a pointer interpreted by the touchpoint.

Interactive Marketing 120

Interactive Marketing Marketing Management Marketing Automation Services Campaigns 120