Customer Experience Matrix

FEBRUARY 24, 2017

These aren't unexpected but now you have a Data-Driven Answer next time anybody asks. __ Survey Details: Closing the Gap Between People’s Expectations and Retail Realities Retail Touchpoints for Magnetic Barriers to cross-channel experience: 55% not enough data for full profile 53% internal organizational silos 50% don’t know what types of messages (..)

Paid Search Agency 196

Paid Search Agency Advertising Agencies Marketing Management Budget Programs 196

Customer Experience Matrix

APRIL 13, 2016

Data is time-stamped to allow trending and give access to previous values of individual elements. Interactions can also be tagged with other attributes such as channel, product, and marketing asset. One conversation can include several messages in different channels.

Marketing Automation Services 120

Marketing Automation Services Work Management Ideal Customer Profiles Marketing Management 120

Customer Experience Matrix

FEBRUARY 4, 2014

A few interesting trends stood out: revenue growth is accelerating. None is very large yet, except for SimplyCast , which won’t release precise data but did say it has 3,000 to 5,000 customers for its multi-channel customer management system (you may recall that I reviewed them briefly last week.) agency systems are big. We''ll see.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Marketing Management Top of Funnel 120

Customer Experience Matrix

MARCH 24, 2015

Still, distributed systems often don’t keep the kinds of aggregated historical data, such as trends in model scores, that are needed for marketing purposes. ad tech adobe customer data integration customer experience management marketing systems marketing technology martech omni-channel marketing'

Enterprise Management 120

Enterprise Management Work Management Marketing Management Planning 120

Customer Experience Matrix

DECEMBER 4, 2012

One easily predictable trend in B2B marketing automation is that vendors will tailor their systems to specific industries. I wrote in February about one set of these vendors: Balihoo and others that specialize in helping central marketing organizations work with channel partners such as dealers and franchisees.

Marketing Automation Services 120

Marketing Automation Services Paid Search Agency Marketing Automation Advertising Agencies 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. This uses the Radius Business Graph database (notice a naming trend here?)

DemandBase 166

DemandBase Ideal Customer Profiles Marketing Management Cross-Selling 166

Customer Experience Matrix

SEPTEMBER 29, 2015

One virtue is it sheds some light on the original question of whether people are seeing more ads: since we know that total media spending is rising slightly and the mix is shifting towards the low-CPM digital channel, the number of impressions is almost certainly on the rise.

Cost Per Thousand 120

Cost Per Thousand CPM Ads Emarketing 120

Customer Experience Matrix

MAY 21, 2015

These were solid and comprehensive, although Teradata continues to make an unfashionable distinction between “omni-channel” marketing, which is conventional relationship marketing across all channels, and “digital” marketing, which is Web and email marketing.

Resource Management 120

Resource Management Hubspot Marketing Automation Services Enterprise Management 120

Customer Experience Matrix

SEPTEMBER 10, 2015

It will also let you market to audiences in those channels without providing their names. But I think we can add “data plus tech” to the tote board of trends at the martech horse race. The company does know the identity of some individuals and will use these to target email and Web advertising to names you provide.

DemandBase 120

DemandBase Hubspot Mobile Advertising Adwords 120

Customer Experience Matrix

JULY 1, 2015

The trends shaping this world are well known and many people agree on the broad outlines of what it will look like. By contrast, advertising and social messages in the "madtech" world are tightly integrated with company-owned channels and all customer behaviors are visible (for a price). the future world, out five years and beyond.*

Work Management 120

Work Management Marketing Management Planning Paid Search Agency 120

Customer Experience Matrix

DECEMBER 18, 2012

Like everyone else, I’m seeing greater use of social, mobile, and video; more cross-channel campaigns; closer cooperation between marketing and sales; and expanded use of analytics. These trends have specific implications for marketers who are selecting a marketing automation system.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Marketing Management Automation 120

Customer Experience Matrix

MAY 24, 2016

In practical terms, it means marketers need to look more closely at the federated access capabilities of systems they consider and at how those systems will deal with history data and cross-channel identity matching, which often relies heavily on historical information. So a bit of attitude adjustment may be in order.

Mobile Marketing 136

Mobile Marketing Conference CRM Mobile Advertising 136

Customer Experience Matrix

MAY 21, 2012

Conversen is somewhat similar to Entiera in offering sophisticated multi-step campaigns, although its main differentiator is multi-channel dynamic content that makes it relatively easy to deliver different messages to different segments across multiple channels. See my review from February 2010 for a more detailed explanation.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Advertising Agencies Marketing Automation 120

Customer Experience Matrix

AUGUST 20, 2012

One of my favorite parts about putting out a new edition of the VEST report is I get to dive into a pile of new data about industry trends. New channels. They illustrate the continued expansion of marketing automation to support true multi-channel marketing programs. Think Scrooge McDuck and his pool filled with gold coins.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Vendors Marketing Report 120

Customer Experience Matrix

MAY 24, 2014

Convertro and Adometry both import individual-level contacts across online and offline channels and use these with other data to estimate to incremental impact of each marketing message. But the others share at least two important connections: one for what they are, and another for what they’re not. See my 2013 post on Adometry for details.)

Marketing Automation Services 120

Marketing Automation Services Marketing Management Vendors Acquisitions 120

Customer Experience Matrix

MARCH 9, 2015

Current Trends These are developments happening now that will provide the context for industry changes. Implications for Martech Given the trends I’ve just listed, I see martech changing significantly. If the over-all trend is machines selling to other machines, why should martech be left out? Here’s what I have so far.

Marketing Automation Services 120

Marketing Automation Services Ideal Customer Profiles Terms and Conditions Lead Ranking 120

Customer Experience Matrix

JANUARY 18, 2013

The general trend of the changes has been closer integration with other components of the IBM/Unica marketing suite. But just a tiny fraction of IBM’s 2,500 EMM customers use Interact (actual figures are confidential) and most deployments seem to be focused on specific -- dare I say tactical? -- applications in one or two channels.

Enterprise Management 120

Enterprise Management Interactive Marketing Merchandising Touchpoints 120

Customer Experience Matrix

OCTOBER 29, 2015

They can then have the system send file extracts of the appropriate data to different recipients, a feature often used to share data with channel partners. The system also provides some data analysis capabilities, including time series, ranking, pie charts, word frequency, calendars, time of day, and trend reports.

Work Management 120

Work Management Marketing Management Marketing Automation Services Lead Ranking 120

Customer Experience Matrix

MARCH 16, 2012

So far so good, especially since multi-channel content is another trend I’ve been toying with for some time. Not that I'm bragging or anything.)

Salesforce.com 120

Salesforce.com Enterprise Management Marketing Automation Services Marketing Management 120

Customer Experience Matrix

FEBRUARY 7, 2012

My last post looked at data from our just-released B2B Marketing Automation Vendor Selection Tool (VEST) to understand general industry trends and identify the greatest areas of improvement. Today we’ll look at the VEST data to see what’s still hard to find.

Enterprise Management 120

Enterprise Management Marketing Automation Services Work Management Marketing Management 120

Customer Experience Matrix

APRIL 10, 2014

This borders on integration of Web display with marketing automation, an extremely important trend. The third layer includes delivery in different channels (email, social, landing pages, sales, web/mobile personalization, search). Marketo placed these changes in the context of unveiling itself as “customer engagement platform”.

Marketo 120

Marketo Marketing Automation Services Conference Work Management 120

Customer Experience Matrix

MAY 23, 2012

Changes in these can predict the future, but it's tricky to distinguish real trends from random variations. Again, the real need is to understand the factors that determine future results, such as response rates and funnel velocity.

Lead Ranking 120

Lead Ranking Contingency Planning Planning Lead Scoring 120

Customer Experience Matrix

DECEMBER 1, 2017

Cross-device matching and cross-channel identity matching (a.k.a. Marketers have talked for years about the need for a complete customer view and the integrated, omni-channel customer experience that’s needed to support it. onboarding”) are part of this too. growth in voice interfaces. have grown more quickly than I anticipated.

Marketing AI 149

Marketing AI Cable Paid Search Agency Amazon 149

Customer Experience Matrix

MARCH 26, 2007

That’s one mention short of a trend, but I figured I’d be proactive and see what was going on out there. Of course, we all know that sort of untargeted marketing is a bad idea in any channels and pretty much unthinkable in mobile marketing, where the customer pays to receive the message. So those products aren’t worth much attention.

Work Management 120

Work Management Marketing Management Mobile Marketing Software 120

Customer Experience Matrix

JANUARY 15, 2010

Both are useful additions to the vision. The paper doesn’t go into much technical detail beyong mentioning that Autonomy unifies the data through its “Intelligent Data Operating Layer” (IDOL).

Multivariate analysis 120

Multivariate analysis Enterprise Management Automation Work Management 120

Customer Experience Matrix

DECEMBER 14, 2009

Another key feature is that Spredfast supports multiple “voices” of actual or constructed individuals, each having accounts in multiple channels ( Facebook , Twitter , blogs, etc.). In addition to cumulative statistics, Spredfast displays daily statistics for the past seven days, giving a sense of trends.

Social Media 120

Social Media Paid Content Enterprise Management Work Management 120

Customer Experience Matrix

APRIL 12, 2007

Examples abound: - channel-specific analytical systems for Web sites and call centers (see last Thursday's post ). The problem is that analysts, consultants, journalists and similar entertainers are always looking for new trends to champion. Yes that includes me.)

Distribution 120

Distribution Analytics Enterprise Management Lead Ranking 120

Customer Experience Matrix

NOVEMBER 4, 2010

When I reviewed Right On Interactive in a July 2009 post , the company was selling its 5Buckets marketing software as a multi-channel output generation tool that complemented conventional marketing automation systems. It stores each contact’s stage and score histories so it can report on trends in these metrics as well.

Salesforce.com 120

Salesforce.com Lead Scoring Lead Ranking Marketing Automation Services 120

Customer Experience Matrix

FEBRUARY 13, 2014

The main basis for my prediction is high growth that vendors reported in 2013, and in particular a trend towards higher revenue per client among the vendors who share that information with me. So far, every differentiator on this list can point to at least some measure of success.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Marketing Automation 120

Customer Experience Matrix

MARCH 9, 2007

Customer value measures organize information in ways that reveal patterns and trends in customer behavior which traditional measures do not. Forecasts based on individual customers or customer segments can be significantly more accurate than simple projections based on aggregate trends or percentage changes. better forecasting.

Marketing Management 120

Marketing Management Allocation Forecasting Budget Programs 120

Customer Experience Matrix

DECEMBER 15, 2006

I counted six sessions on customer list acquisition and enhancement; five related to marketing programs such as loyalty and multi-channel coordination; four on being cuustomer-centric; three on business-to-business marketing; and two concerned with marketing results measurement. The balance of the conference was more fragmented.

Marketing Management 120

Marketing Management Planning Paid Search Agency Multi-Channel 120

Customer Experience Matrix

DECEMBER 30, 2021

But industry growth over-all was in line with past trends, and actually a bit stronger: up 12% over the past six months. Some mid-tier CDP vendors have already given up the fight and been acquired, most often by firms needing a CDP to anchor a multi-channel customer experience suite. Download here.

Enterprise Management 260

Enterprise Management Work Management Marketing Automation Services Marketing Management 260

Customer Experience Matrix

SEPTEMBER 3, 2009

I’m sitting on a panel next week that will discuss long-term marketing trends. Online Marketing Blog surveyed marketers about their planned digital marketing channels in 2009. Summary: marketers are moving their budgets online, primarily into the traditional channels (blogging, Web site, search).

Spending 120

Spending Media Mobile Advertising Forrester 120

Customer Experience Matrix

DECEMBER 8, 2006

Maybe the clearest measure of buzz is Google Trends, which counts how often a term is searched for and how often in appears in Google News articles. Measuring buzz is something marketers need to learn to do as community-based channels become more important. All these are interesting but still pretty subjective.

Work Management 120

Work Management Marketing Management Wikipedia Buzz 120

Customer Experience Matrix

APRIL 5, 2007

Of course, the Web should not be isolated, and the trend is in fact towards cross-channel integration. From a broader perspective, though, interaction data from many channels needs to be combined for marketers to do the best job of analysis and targeting. This has technical implications.

Marketing Management 120

Marketing Management Analytics Advertising Channels Multi-Channel 120

Customer Experience Matrix

JANUARY 14, 2019

Specifically, I was prepping for a presentation in Amsterdam, which meant I needed to present general industry trends and then see what is different in Europe. The data here do show that European marketers use fewer data sources and channels for most purposes, although the figure for inputs to attribution is higher.

Customer Surveys 149

Customer Surveys Marketing Attribution Enterprise Management Personalization 149

Customer Experience Matrix

APRIL 27, 2018

We had surveyed them in advance and found, not surprisingly, goals ranging from understanding CDP market trends to optimizing data loads for technical performance. This could be information from a single channel, so it’s distinct from the cross-channel use case. CDP is a vague category.

Conference 149

Conference Paid Search Agency Advertising Agencies Paper 149