Customer Experience Matrix

OCTOBER 1, 2014

Since then, the company has added tools to help marketers make better use of this data, culminating in 2012 with Launchpad, which combined email and postal prospect lists, delivery services, display ads, and response analysis. The company is adding integration with post card mailers. V12 sends the emails from its own domain.

Cost Per Thousand 120

Cost Per Thousand Marketing Automation Services Campaigns Ad Frequency 120

Customer Experience Matrix

JANUARY 6, 2014

Most companies today could probably use the system as it stands, since they lack a centralized customer database or policies to coordinate customer treatments across channels. I’d argue that recommendations should be part of the central platform, so they can be used to coordinate treatments across all touchpoints.

Classified Ads 120

Classified Ads Content Marketing Management Paid Search Agency 120

Customer Experience Matrix

DECEMBER 18, 2012

Delivery systems manage touchpoints such as Web sites, email, and social media publishing. The specialists will have narrower scope but be very good at serving companies with specific needs such as low cost, marketing services, or industry editions (for sports, investments, franchises, etc.)

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Marketing Management Automation 120

Customer Experience Matrix

APRIL 15, 2014

It’s true that customers today expect every company to track their interactions and respond intelligently across all touchpoints.† company strategy company strategic choices marketing technology strategy marketing technology choices marketing technology topics low cost provider (online retail) • marketing: stress value to customer inc.

Marketing Strategy 120

Marketing Strategy Marketing & Strategy Planning Business 120

Customer Experience Matrix

FEBRUARY 22, 2011

But AssetLink told me their 50+ clients are all big companies. They all seem to have adopted the grand vision of integrated marketing automation as a centrally-managed, analytically-driven process to coordinate customer contacts across all touchpoints. Makes sense. SAS’s marketing systems are also sold mostly to big firms.

Resource Management 120

Resource Management Enterprise Management Marketing Automation Services Marketing Management 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 problem isn’t new but it is getting worse. You’ll want to read those closely when you’re selecting a vendor.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Ideal Customer Profiles 120

Customer Experience Matrix

JANUARY 18, 2007

All this leads to the proposition that the only really important interactions are those that “leave a lasting impact and change a particular customer’s attitude toward the company.” These are the “moments of truth” and should be the focus of a bank’s efforts. The paper immediately pulls back from this position with a “note of caution”.

Paper 120

Paper Work Management Marketing Management SIC 120

Customer Experience Matrix

NOVEMBER 15, 2007

Flows are then made available to customer touchpoint systems as Web services using J2EE. SAS argues its approach lets companies deploy whichever techniques are best suited to their needs. The predictive models themselves are built outside of RDM using traditional SAS modeling tools.

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

MAY 26, 2011

The only reason that companies haven’t already ended up with a single mega-system is that new applications appear constantly, and it takes a while before the existing suites can expand to assimilate them. This is especially true in customer management, where new touchpoints – Web, mobile, social, etc. appear at a dizzying pace. .

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

MARCH 29, 2010

The company was founded in 1996 to offer K.wiz data mining software and had reached pretty much its current form by the early 2000’s. Indeed, the briefing slides the company showed me in mid-2009 were nearly identical its slides from 2007. The company also reported about twenty installations in both sessions.

Enterprise Management 120

Enterprise Management Ideal Customer Profiles Marketing Automation Services Marketing Management 120

Customer Experience Matrix

JUNE 25, 2015

This was realistic when interactions were limited to a few company-controlled touchpoints. In this environment, the best a company can do is react intelligently wherever a customer appears, taking into account both the current situation and whatever it knows about the customer’s past. But immediate response isn’t the only goal.

Work Management 120

Work Management Marketing Management Marketing Automation Services Marketing Automation 120

Customer Experience Matrix

NOVEMBER 15, 2009

I agree with one reservation: I doubt large companies will use a single system to manage all customer touchpoints. Certainly this is the fond hope of the marketing automation vendors, but I don’t believe that large companies will use the same system for all touchpoints. This will happen in both batch and real time.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Marketing Automation Marketing Management 120

Customer Experience Matrix

MARCH 18, 2010

It has been deployed primarily in call centers, although it is designed to work across multiple touchpoints. To accomplish this, the system must accept inputs from each touchpoint about a current interaction, apply rules to select an offer, and feed the selection back to the touchpoint.

Work Management 120

Work Management Marketing Management Marketing Automation Services Buy 120

Customer Experience Matrix

OCTOBER 8, 2014

All that cross-channel coordination means marketers have more ways to present the right message to each individual, which turn means each message much be available in the format of each touchpoint. But there are plenty of other touchpoints that responsive design doesn’t reach, including display ads, call centers, and social media.

Work Management 120

Work Management Marketing Management Multi-Touch Attribution Planning 120

Customer Experience Matrix

MARCH 29, 2016

Fees are based on the size of the company marketing budget for the planning module, on the number of records, dashboards, and data sources for the the measurement module, and on the number of touchpoints for the optimization module. This definitely qualifies as journey orchestration. Hive9 modules are priced separately.

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. A company must be quite large for this to cover the interaction manager's cost.) The company says a typical deployment takes 30 to 90 days, usually closer to 30.

Work Management 120

Work Management Marketing Management Cost Software 120