Customer Experience Matrix

DECEMBER 13, 2020

It seems just yesterday that we were impressed to hear that a company’s product was “AI-powered”. Marketers increasingly worry that AI will ultimately replace them , even if it makes more productive before that happens. artificial intelligence will become (even more) ubiquitous. privacy pressures will rise.

Marketing AI 367

Marketing AI Privacy Peer-to-peer Amazon 367

Customer Experience Matrix

APRIL 30, 2007

I still believe LTV is the essential foundation but recognize that product-oriented measurement will not simply vanish once LTV appears. As long products are what people purchase, companies will need product managers to nurture them and will create product-level profit statements to judge their performance.

Product 120

Product Work Management Pricing Price 120

Customer Experience Matrix

MAY 2, 2007

I think yesterday’s comments on lifetime value and product reporting need a bit of clarification. This is where product- and promotion-specific metrics are often used without consideration of their future value impact. Once a customer is acquired, it becomes much more plausible to consider each sale as independent.

Product 120

Product Acquisitions Tagging Contacts 120

Customer Experience Matrix

OCTOBER 27, 2006

. - Access Markets International (AMI) Partners ( www.ami-partners.com ) published “Mid-Market CRM: Vendor Strategies for a New Frontier”, which found only 35% of mid-sized companies have an existing CRM installation. The study looked at both hosted and on-premise products. Click here for more information.

CRM 120

CRM Vtrenz Marketing Automation Services Marketing Management 120

Customer Experience Matrix

OCTOBER 29, 2023

Even the major marketing suite vendors, who initially argued a separate (“persistent”) database wasn’t necessary, eventually discarded that position and introduced products that matched our criteria. Their argument was the customer profiles could reside in a general purpose data warehouse, which most companies already had in place.

Marketing Management 177

Marketing Management Ideal Customer Profiles Profiling Vendors 177

Customer Experience Matrix

DECEMBER 7, 2006

The gist was that there are too many products and channels today for the traditional product manager / channel manager organization to function. Instead, companies have to organize around the customer. Basically, interactions are direct contacts between a company and a customer.

Paid Search Agency 120

Paid Search Agency Companies Brand Identity Branding 120

Customer Experience Matrix

JANUARY 9, 2007

But customers really interact with companies: they interact with a company’s brand. Think of the brand as a mask that the company wears when dealing with customers. One company can have many masks, which each appear different to consumers. Sometimes a company will be selling its products directly, but often it will not.

Companies 120

Companies Brand Identity Branding Cross-Selling 120

Customer Experience Matrix

DECEMBER 16, 2018

So far, we’ve seen two main trends emerge: extension of CDP product scope beyond the core of building the customer database itself and expansion into new industries. Product Scope CDP product scope has a more convoluted history than you might think. But the nature of software products is to expand their functions.

Enterprise Management 278

Enterprise Management Work Management Marketing Management Marketing Automation Services 278

Customer Experience Matrix

JANUARY 27, 2021

In both visions, companies construct their own, highly customized collections of systems that are perfectly tailored to their needs. They believe – based no doubt on what buyers are telling them – that companies still want to buy an integrated product that meets their needs without any assembly required.

Marketing Automation Services 270

Marketing Automation Services Enterprise Management Marketing Management Lead Ranking 270

Customer Experience Matrix

MAY 2, 2021

That discussion, in turn, usually leads to a recommendation that companies build software which will create unique competitive advantage and otherwise buy when a satisfactory option exists. many companies (especially big ones) already have systems that do much of what a CDP is intended to offer.

Work Management 292

Work Management Marketing Management Buy Ad Building 292

Customer Experience Matrix

OCTOBER 27, 2019

SessionM/Mastercard: most CDP acquisitions have been made by companies that are not primarily marketing software vendors. For marketers, these deals mean their companies gain new options for access to a CDP. But with the marketing software vendors products now finally reaching the market, that era is ending. Nirvana, you say?

Enterprise Management 257

Enterprise Management Work Management Marketing Management Paid Search Agency 257

Customer Experience Matrix

NOVEMBER 3, 2018

An important point is it’s hard to do a good job of delivering messages, so delivery systems are large, complex products. But many companies have multiple source and delivery systems that are disconnected: these are the infamous silos. It often depends on the origins of the product. Adobe Experience Cloud also fits in here.

Marketing Automation Services 325

Marketing Automation Services Work Management Marketing Management Multi-Channel 325

Customer Experience Matrix

FEBRUARY 3, 2020

Events in the past six months (stretching a bit to include early January 2020) include seven new funding rounds, three acquisitions of CDP vendors, four acquisitions by CDP vendors, and four asset sales by CDP companies. Asset sales aside, these are all ways for companies to strengthen their business more quickly than organic growth permits.

Buy 240

Buy Work Management Marketing Management Acquisitions 240

Customer Experience Matrix

JULY 25, 2020

There also needs to be an underlying framework to ensure the product can mature without extensive rework. Only big companies could afford to run them because they cost quite a bit in both cash (most vendors required some payment) and staff time (to set up and evaluate the results). Proof of concept engagements used to be fairly rare.

Work Management 194

Work Management Marketing Management Sample Vendors 194

Customer Experience Matrix

SEPTEMBER 18, 2023

The need for unified customer data has now been so widely understood for so long that we just naturally assume that more companies will have developed it. It’s hard to imagine companies have actually abandoned their unified databases, but even if growth has only slowed, that would be a big surprise.

Enterprise Management 177

Enterprise Management Work Management Marketing Management Lead Ranking 177

Customer Experience Matrix

JANUARY 1, 2019

The CDP industry had already seen quite a few small acquisitions, mostly by agencies or vertical industry specialists adding customer data management to their existing product lines. But Datorama and Treasure Data were the first acquisitions of large CDP companies. Treasure Data will continue selling itself as a conventional CDP.)

Marketing Management 215

Marketing Management Paid Search Agency Vendors Acquisitions 215

Customer Experience Matrix

JUNE 11, 2019

Even though the acquired products were fairly similar, each of these deals had a different motivation. In other words, Origami Logic will be the foundation of new Intuit products. That is, the purpose isn’t to add products for existing customers but to serve entirely new customers. I think not. Is there some commonality here?

Enterprise Management 253

Enterprise Management Marketing Management Analytics Acquisitions 253

Customer Experience Matrix

MAY 15, 2007

The two companies merged in February 2006 but had retained separate identities.) But even this is impressive at a time when so many online vendors are expanding their product lines through acquisitions that seem to have little strategic rationale beyond generally expanding the company footprint.

Marketing Management 120

Marketing Management Cost Per Click Paid Search Agency Companies 120

Customer Experience Matrix

OCTOBER 29, 2017

Some of the most impressive marketing systems I’ve seen have been developed for mobile phone marketing, especially for companies that sell prepaid phones. Founded in India in 2008, its original clients were South Asian and African companies whose primary product was text messaging. The product itself is equally sprawling.

Enterprise Management 212

Enterprise Management Marketing Management Paid Search Agency Ad Frequency 212

Customer Experience Matrix

JUNE 10, 2017

Less pleasantly, Cheetah’s systems have also been largely unchanged for years, something that company leaders could admit openly since they are now free to make new investments. Kazi said about one third of the company’s revenue already comes from Marketing Suite. It is also one of the few that can handle enterprise-scale email.

Enterprise Management 0

Enterprise Management Marketing Management API Conference 0

Customer Experience Matrix

APRIL 30, 2019

You could also add add products whose purpose is privacy, like ad blockers or proxy servers; the gazillion contenders in the pay-people-to-watch ads industry; privacy-enhancing extensions to standard products such as Google Chrome and Firefox; and, perhaps most prominent, the privacy-centered positioning of Apple.

Privacy Protection 219

Privacy Protection Privacy Eye-Tracking Mobile Advertising 219

Customer Experience Matrix

AUGUST 27, 2020

But no one else can represent marketers’ perspectives as companies decide how to implement expanded privacy programs. This is searching company systems to build a catalog of sensitive data, including the type and location of each item. Now that we have a framework, let's apply it to a specific product. We'll start with BigID.

Privacy 180

Privacy Enterprise Management Work Management Marketing Management 180

Customer Experience Matrix

DECEMBER 11, 2019

AgilOne rebuilt its core technology fairly recently, giving it a highly flexible and scalable platform that should easily extend beyond the company’s current base in mid-tier retail. In particular, it will be able to serve Acquia’s clients, who tend to be very large companies with multiple Web multi-sites around the world.

Digital Experience Platform 156

Digital Experience Platform Marketing Automation Services Buy Marketing Management 156

Customer Experience Matrix

JANUARY 3, 2021

Still closer to home for marketers, we’ve seen a new appreciation for the importance of customer experience, specifically extending past advertising to include product, delivery, service and support. Reawakened anti-trust enforcement comes at exactly the worst moment for big tech companies needing to pivot.

Work Management 248

Work Management Marketing Management Software Paid Search Agency 248

Customer Experience Matrix

JULY 27, 2018

There’s no technical reason a CDP can’t be used outside of marketing and some CDP vendors explicitly position their product as an enterprise system. The reason that CDPs are not used outside of marketing is that companies fail to fund enterprise-wide customer databases, not that CDPs can’t deliver such databases.

Enterprise Management 149

Enterprise Management Work Management Marketing Management Vendors 149

Customer Experience Matrix

NOVEMBER 14, 2016

Maybe it's me, but the show seemed to lack some of its usual self-congratulatory excitement: for example, CEO Brian Halligan didn’t present the familiar company scorecard touting growth in customers and revenues. (A A quick check of financial reports shows those are just fine: the company is expecting about 45% revenue increase for 2016.)

Marketing Automation Services 0

Marketing Automation Services Hubspot Conference Marketing Automation 0

Customer Experience Matrix

NOVEMBER 11, 2020

Trust-Hub argues that companies tend to focus on compliance risk even though the costs of litigation and reputation loss from a breach are vastly higher than any regulatory fines. Trust-Hub has two additional products that exploit the Privacy Lens data map. Trust-Hub was founded in 2016 and released its first product in 2018.

Privacy 136

Privacy Paid Search Agency Companies Analysis 136

Customer Experience Matrix

APRIL 13, 2017

Its core clients have been mid-to-large ecommerce companies, originally in the U.S. It can also build a product catalog either by scraping product information directly from the Web site or by importing batch files. Pricing for Monetate has also changed with the new product. and now also in Europe.

eCommerce 120

eCommerce Personalization Ideal Customer Profiles Marketing Management 120

Customer Experience Matrix

AUGUST 2, 2018

Customer Data Platform vendor Treasure Data today confirmed earlier reports that it is being purchased by Arm Limited , which licenses semi-conductor technologies and is itself a subsidiary of the giant tech holding company SoftBank. The price was not announced but was said to be around $600 million. So we'll see how the industry evolves.

Enterprise Management 120

Enterprise Management Buy Marketing Management Vendors 120

Customer Experience Matrix

MARCH 6, 2016

The company made a few announcements, most notably a vastly improved email builder and tighter integration with online accounting software from Quickbooks Online and Xero. Some companies serving small business have indeed reached multi-million client counts (see table), but their products cost much less and are essential for basic operations.**

Small Business Marketing 120

Small Business Marketing Work Management Marketing Management Planning 120

Customer Experience Matrix

NOVEMBER 6, 2017

Here’s a quick look at two products that tackle different parts of the attribution problem: content measurement and advertising measurement. Visitors are identified by company using their IP address and as individuals by tracking cookies. The system was launched in early 2015 and is currently used by just over 100 companies.

Marketing AI 120

Marketing AI Click Fraud Paid Search Agency Allocation 120

Customer Experience Matrix

SEPTEMBER 30, 2016

I’ve spent a lot of time recently talking to Customer Data Platform vendors, or companies that looked like they might be. Reltio works with a simple data model – or graph schema if you prefer – that captures relationships among basic objects including people, organizations, products, and places.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Ideal Customer Profiles 120

Customer Experience Matrix

FEBRUARY 18, 2018

company-owned) personally identifiable information and use deterministic matching to ensure accurate linkages. Most obviously, it raises companies’ awareness of customer data management, which is the core CDP use case. In particular, CDPs focus on first party (i.e., Those are exactly what GDPR needs.

Enterprise Management 189

Enterprise Management Work Management Marketing Management Paid Search Agency 189

Customer Experience Matrix

FEBRUARY 2, 2018

But Celebrus does differ in several ways from most CDP products: - in-memory data. When Celebrus described their product to me, it sounded like they don’t keep a persistent copy of the detailed data they ingest. Well, Celebrus calls itself one – in fact, they were an early and enthusiastic adopter of the label.

Ideal Customer Profiles 136

Ideal Customer Profiles Profiling Enterprise Management Marketing Management 136

Customer Experience Matrix

JUNE 13, 2016

This is fascinating since Microsoft intersects with LinkedIn in several areas: Dynamics CRM software, Office productivity software, and Bing online advertising. The prospect of seamlessly integrating third party data with a company’s own sales and marketing products is intriguing, although neither Salesforce nor Oracle has done much with it.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Vendors Linkedin 120

Customer Experience Matrix

APRIL 26, 2016

The company had announced plans to sell the business last November. The sale involves the former Aprimo, eCircle, FLXone data management platform, and other cloud-based marketing products. Teradata will retain its on-premise marketing systems including Customer Interaction Manager (CIM) and Real Time Interaction Manager (RTIM).

Resource Management 120

Resource Management Marketing Management Planning Business 120

Customer Experience Matrix

OCTOBER 14, 2016

But the company also calls itself a “marketing integration engine” that works with “all of your data”, which certainly goes beyond just advertising. Dig a bit deeper and the confusion just grows: the company works mostly with aggregated performance data, but also works with some individual-level data.

Work Management 120

Work Management Marketing Management Analytics Paid Search Agency 120