Customer Experience Matrix

FEBRUARY 22, 2011

Let me make clear that when I say “enterprise”, I mean “enterprise”, as in big business. Once you starting considering mid-size businesses, there are other players, most notably MarketingPilot for MRM and Alterian and Neolane for business-to-consumer marketing automation.

Resource Management 120

Resource Management Enterprise Management Marketing Automation Services Marketing Management 120

Customer Experience Matrix

JUNE 29, 2011

ExactTarget’s aspiration to a central role was less expected, since its original and still primary business is email delivery. The IMH, as we cognoscenti call it, combines ExactTarget's email, mobile, Web pages, Web visitor tracking, and social media with external touchpoints as well as Salesforce.com and Microsoft CRM.

Eloqua 120

Eloqua Marketing Management Marketing Automation Services Lead Ranking 120

Customer Experience Matrix

SEPTEMBER 26, 2013

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. The CDP Guide clarifies these distinctions, but it’s still up to marketers to evaluate which differences will matter in their own business.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Ideal Customer Profiles 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

APRIL 25, 2013

Certainly systems for Customer Data Integration (CDI) have been around for decades: these include specialized products like Harte-Hanks Trillium and SAS DataFlux , CDI features within general data management suites like Informatica and Pentaho , and integration within cloud-based business intelligence products like GoodData and Birst.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Class 120

Customer Experience Matrix

FEBRUARY 4, 2010

Indeed, integration and sharing of online data is the real focus of the survey (and Coremetrics’ business). My main point is consolidation is generally not possible because most digital touchpoints do not collect identifiable, addressable information. See yesterdays’ post for my definitions of those terms.)

Online Marketing 120

Online Marketing Customer Surveys Advertising Channels Lead Scoring 120

Customer Experience Matrix

JANUARY 2, 2007

But while it’s still basically in the plumbing business, it has apparently been paying attention to how people are using its products. Tibco Software ( www.tibco.com ) has been providing enterprise integration technology for what seems like forever (actually, since 1985).

Enterprise Management 120

Enterprise Management Marketing Management Paper Touchpoints 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 15, 2007

This is an accurate reflection of SAS’s fundamental software strategy, which is to leverage generic capabilities by packaging them for specific business areas. The various Solution Lines overlap in ways that are hard to describe but make perfect business sense.

Resource Management 120

Resource Management Enterprise Management Work Management Marketing Management 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

Customer Experience Matrix

MARCH 29, 2010

This approach uses an “Intelligent Enterprise Server” to connect company touchpoints and data sources to thinkAnalytics’ data mining, recommendations and business rules engines. That is, thinkAnalytics sits outside of the individual touchpoint systems, allowing it to deliver consistent recommendations across all channels.

Enterprise Management 120

Enterprise Management Ideal Customer Profiles Marketing Automation Services Marketing Management 120

Customer Experience Matrix

MARCH 18, 2010

Business process technology vendor Pegasystems announced on Monday that it was purchasing Chordiant , which offers a central decision engine for customer interactions. This type of simulation allows business managers, rather than technicians, to directly assess the impact of alternative business rules.

Work Management 120

Work Management Marketing Management Marketing Automation Services Buy 120

Customer Experience Matrix

OCTOBER 8, 2014

To make things even harder, direct access to data has expanded to many business users who don’t have the data management skills or sensitivity of expert analysts. But there are plenty of other touchpoints that responsive design doesn’t reach, including display ads, call centers, and social media. Journey mapping.

Work Management 120

Work Management Marketing Management Multi-Touch Attribution Planning 120

Customer Experience Matrix

NOVEMBER 15, 2012

This includes the touchpoints (customer-facing execution systems), such as Web sites and call centers, and other systems with relevant data, such as order processing and marketing databases. Connections to touchpoints are typically through Web Services calls; connections to other sources are usually made through API calls and SQL queries.

Marketing Management 120

Marketing Management Marketing Automation Services Multi-Channel Touchpoints 120

Customer Experience Matrix

MARCH 29, 2016

Tactics have owners, budgets, start and end dates, revenue targets, types (usually a channel or asset) and other attributes such as journey stage, audience, business unit, geography, and language. It lets marketers set up a hierarchy with plans at the top, going down to programs, campaigns, and tactics. These can be tailored to each client.

Work Management 120

Work Management Marketing Management Multi-Touch Attribution Optimization 120

Customer Experience Matrix

JUNE 9, 2011

I won’t repeat that here, except to summarize that these systems use data from multiple source systems to feed centrally-managed, real-time decisions to multiple touchpoints. Few firms with the resources and business volume needed to justify this expense.

Work Management 120

Work Management Marketing Management Cost Software 120