Customer Experience Matrix

MARCH 19, 2010

Summary: some published examples of "hard" ROI from social media. The company expected this to yield at least one sale which would cover the entire annual cost of the program. Here’s what I found. Socialnomics blog by Erik Qualman offers a dynamic video with 33 “salient examples and data points” about social media ROI.

Social Media 120

Social Media ROI Examples Media 120

Customer Experience Matrix

SEPTEMBER 3, 2009

Many are contradictory, but it's clear that marketers need to invest in social media, which might eventually replace search as the primary way that customers find them. Nineteen percent actually publish their own blog while 29% comment on blogs. The Online Publishers Association has tracked time since 2003 in conjunction with Nielsen.

Spending 120

Spending Media Mobile Advertising Forrester 120

Customer Experience Matrix

FEBRUARY 7, 2007

The first set of applications use the model outputs themselves—the actual estimates of Lifetime Value for individual customers or customer groups. These in turn are always built from the same customer interactions—promotions, purchases, support requests, and so on. Today we’ll look at them.

Analysis 120

Analysis Comparison Acquisitions Segmentation 120

Customer Experience Matrix

DECEMBER 8, 2006

Dale Wolf’s comment on my Wednesday post suggests hopefully “it could be that CEM recognition is about to get its due” based on the increasing frequency of “customer experience manager” as a job title. Remember that my real criterion for buzzword success is that companies feel they need something but don’t really understand it.

Work Management 120

Work Management Marketing Management Wikipedia Buzz 120

Customer Experience Matrix

DECEMBER 21, 2011

This started as a post about Empathy Logic , a company that merges data from marketing automation, CRM, Web tracking, order processing, social monitoring, and other systems; lets marketers segment and select from this more complete set of data; and sends the resulting lists back to message delivery systems such as email and Web sites.

Marketing Automation Services 120

Marketing Automation Services Digital Asset Management Work Management Marketing Management 120