Customer Experience Matrix

APRIL 13, 2018

This means that most trust-building methods marketers naturally rely on, which are based in traditional authority, probably won’t work. One familiar example is comparison shopping engines that don’t recommend a particular product but make it easy for users to compare alternatives and pick the option they like best.

Ad Building 120

Ad Building Peer-to-peer Privacy Privacy Protection 120

Customer Experience Matrix

APRIL 2, 2013

By comparison, Eloqua lost just 7% of revenue in the year before its IPO, and even Salesforce.com, the benchmark for all Software as a Service (Saas) start-ups, lost just 20% of revenue in its final year as a private company. SaaS economics aren’t supposed to work that way. Revenue for 2012 is reported at $58.4

Marketo 120

Marketo Salesforce.com Eloqua Marketing Automation Services 120

Customer Experience Matrix

JANUARY 5, 2016

This begged for a deeper look at the review sites to understand how they differ which, if any, could replace the work of professional reviewers (like me) and software guides (like my VEST report). Some provide other background about the reviewer’s activities on the review site and how their work has been rated.

Marketing Automation Services 120

Marketing Automation Services Software Lead Ranking Paid Search Agency 120

Customer Experience Matrix

OCTOBER 29, 2015

Openprise works by connecting data sources, which are typically lists but sometimes API feeds, to “pipelines” that contain a sequence of if/then rules. Openprise already has special features to standardize job titles and roles and is working on company name clean up. Parsing can scan a text block for keywords and extract them.

Work Management 120

Work Management Marketing Management Marketing Automation Services Lead Ranking 120

Customer Experience Matrix

AUGUST 18, 2016

Some of pause was due to vacation, but mostly it was because I’ve been working feverishly to finish the Raab Guide to Account Based Marketing Vendors , which I’ve released today and you can purchase here. I won’t whine-brag about the amount of work involved but rest assured it was substantial.* Hopefully the result is worth the effort.

Work Management 120

Work Management Marketing Automation Services Marketing Management Account Based Marketing 120

Customer Experience Matrix

OCTOBER 14, 2008

Per yesterday's post regarding the comparison matrix and vendor tables, extracts of both are available on the site (under 'Look Inside' on the 'Guide' page). For the moment, we have to turn our attention to marketing: press release should have gone out today but I haven't heard from the person working on it. Please visit and comment.

Sample 120

Sample Work Management Marketing Management Demand Generation 120

Customer Experience Matrix

MARCH 30, 2012

To make the comparison, I collapsed the various answers into a few reasonably-distinct categories, committing a certain amount of shoe-horning along the way. The importance of their work is obvious enough that budgets and senior management support are generally available. Of course, each survey uses different terms.

Barriers 120

Barriers Customer Surveys Budget Programs Process 120

Customer Experience Matrix

DECEMBER 5, 2011

It's useful to understand these cost categories, but the real work is gathering the details for each component. Recognizing the difference made it easy to prepare a true apples-to-apples comparison, but we could have easily missed it until later the process if we had not used a formal framework.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Cost 120

Customer Experience Matrix

SEPTEMBER 27, 2012

The answer may not matter to marketers who don’t themselves work for a marketing automation vendor. But I think the right basis of comparison is Google AdWords, which made entry-level search engine marketing so incredibly simple that pretty much anyone can do it with no training at all.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Automation Adwords 120

Customer Experience Matrix

MARCH 15, 2007

And given the simplicity of the tags themselves, are they unlikely to cause problems that take a lot of work to fix. Of course, no work is easier than a little work, so avoiding tags does have some benefit. But even that doesn’t give me enough information to say one is easier to work with than another.

Vendors 120

Vendors Comparison Tagging Case Studies 120

Customer Experience Matrix

NOVEMBER 18, 2011

It includes more sophisticated features for working within social media platforms, such as delivering forms and personalized ads within Facebook, using social sign-on to capture more data, and building more detailed profiles based on activities, consumption, connections and influence. The second wave is just starting.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Paid Search Agency 120

Customer Experience Matrix

FEBRUARY 7, 2007

Although using the model for what-if modeling is a topic for another day, simply laying out the relationships among the key performance indicators improves the ability of everyone in the company to understand how the business works. But even they need to look at the numbers in comparison with something. Is an average life of 2.5

Analysis 120

Analysis Comparison Acquisitions Segmentation 120

Customer Experience Matrix

JANUARY 20, 2009

One set of answers that surprised me a bit were that 77% or 80% of salespeople were working with an automated lead management system, either “CRM/lead management” or “Software as a Service”. So this answer reinforces the importance of gathering that information and passing it on.

Work Management 120

Work Management Marketing Management Demand Generation Agencies Lead Scoring 120

Customer Experience Matrix

OCTOBER 13, 2008

It might even be working by the time you read this: try [link]. The extra time was helpful since it allowed a final round of corrections triggered by the yes/no/maybe comparison matrix. It would certainly save me a fair amount of work. That said, the new Guide Web site is in the final testing and should be launched tomorrow.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Lead Scoring 120

Customer Experience Matrix

AUGUST 12, 2010

How it works it this: Genius creates URLs that send visitors to a proxy server, which in turn forwards their page calls to the client’s actual Web site. LoopFuse also provides automated Salesforce.com integration, but doesn’t have Genius’s Web tracking technology. Since Genius has highlighted the issue, let's dive into its Web tracking.

Work Management 120

Work Management Marketing Automation Services Marketing Management Loopfuse 120

Customer Experience Matrix

FEBRUARY 23, 2007

If we want to use LTV as a customer experience metric, we need a LTV calculation that works at the level of customer experiences. In comparison, classification for LTV models has received relatively little attention. But that type of calculation isn’t precise enough to measure the effect of changing a particular customer treatment.

Tagging 120

Tagging Comparison Purchase Advertisements 120

Customer Experience Matrix

JULY 3, 2007

But it turns out that even the high-level measures need to work from detailed plans. In fact, having those sorts of measures is the only way the low-level system can get beyond comparing programs only against other similar programs, to allow comparisons across different program types.

Planning 120

Planning Marketing Budget Creation Correlation Work Management 120

Customer Experience Matrix

DECEMBER 3, 2008

I’m still trying to work out a systematic approach to measuring usability, but my current feeling is that there are large variations among products with both the SMB and Enterprise groups. Although enterprise marketing programs are more complex than SMB programs, most SMB systems can actually handle complex programs quite well.

Demand Generation 120

Demand Generation Enterprise Management Small Business Marketing Pricing 120

Customer Experience Matrix

MAY 19, 2019

In practice, real-time interactions often work by moving a copy of the profile into memory at the start of an interaction, updating the in-memory copy as the interaction proceeds, and then copying the final version of the profile back into the main database after the transaction is over. My suspicion is that most do not.

Ideal Customer Profiles 253

Ideal Customer Profiles Process Work Management Marketing Management 253

Customer Experience Matrix

APRIL 6, 2007

Certainly eBay, Priceline and various price comparison sites work well for consumers who making one-time purchases (not necessarily of commodities) primarily on price. This doesn’t mean auctions are useless.

Advertisements 120

Advertisements Advertising Cable Ad Building 120

Customer Experience Matrix

SEPTEMBER 26, 2006

I guess it’s okay to load all the hard work into steps 1 and 2, but somehow I didn’t feel I got my full 6 steps worth. My real complaint is that Entellium is encouraging users to make the mistake they love to make anyway, which is jumping right into functional checklists and vendor comparisons. Oh well, on to the questions themselves.

Work Management 120

Work Management Vendors Paper Consulting 120

Customer Experience Matrix

MARCH 5, 2009

Although the focus of these last three posts has been on usability scoring, you may remember that the goal described in the blog post that started all this was to develop a summary comparison of demand generation vendors that marketers could match against their needs. it's not much work at all. order now and start reading in minutes!),

Lead Scoring 120

Lead Scoring Lead Ranking Demand Generation Work Management 120

Customer Experience Matrix

DECEMBER 8, 2006

I’m sure they do customer experience management work, but the few I checked don’t seem to have practices with that title. Wikipedia was interesting: it has brief article on “customer experience management” based mostly Bernd Schmitt’s work. But no Customer Experience Management for Dummies. No buzz-power there. Click here for a look.

Work Management 120

Work Management Marketing Management Wikipedia Buzz 120

Customer Experience Matrix

DECEMBER 6, 2007

It gives users advanced functions for time-series analysis, which actually allows many types of comparisons between rows in the data set. Perhaps I'm easily impressed, but I like that the browser back button actually works. Tenbase’s own query language is considerably more powerful than SQL. This is often not the case in such systems.

Work Management 120

Work Management Aggregators Ad Exchange Paid Search Agency 120

Customer Experience Matrix

DECEMBER 9, 2008

THIS STEP CAN BE A LOT OF WORK” the notes warn us, and, indeed, building the proper task list is probably the hardest step in the whole process. - Still, I do think it’s sound and it may provide a huge shortcut in developing usability comparisons for the Raab Guide. It works the way I want it to work. -

Marketing Automation Services 120

Marketing Automation Services Demand Generation User-Generated Content Customer Surveys 120

Customer Experience Matrix

FEBRUARY 6, 2007

The realist in me also knows that most of work with either measure is projecting future customer behavior. Incidentally, when making these sorts of comparisons, adjusting the allowable acquisition cost by applying a fixed cushion such as 60% of estimated value does not give the same result as applying a higher discount rate.

Allocation 120

Allocation Acquisitions Cable Cost 120

Customer Experience Matrix

DECEMBER 8, 2011

. - Facebook forms: use forms within Facebook pages and apps to gather customer permissions - social sign-in: use social media sign-in services to replace marketing automation forms - personalized Facebook ads : display different ad versions on a Facebook page based on the user’s profile, including both Facebook and non-Facebook data Marketo - sharing: (..)

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Social Media 120

Customer Experience Matrix

FEBRUARY 28, 2007

This only took a few days work, using a very slick and efficient business intelligence tool called QlikTech (for which Client X Client is a reseller, if anyone is interested). I made several references to a “Lifetime Value system” that would support many of these applications.

Cross-Selling 120

Cross-Selling Forecasting Classified Ads Acquisitions 120

Customer Experience Matrix

JANUARY 24, 2018

I’ve been working for months to find a way to help marketers understand the differences between Customer Data Platform vendors. To do this I’ve come up with a a small list of features that relate directly to working with particular data sources and supporting particular applications. Persistent data. Individual detail. Postal Address.

Work Management 166

Work Management Marketing Management Vendors Ideal Customer Profiles 166

Customer Experience Matrix

SEPTEMBER 3, 2012

It was fun to work again as a hands-on marketer. multivariate tests work. As if the infinite number of potential tests were not enough of a challenge, most B2B marketers also have relatively small program quantities to work with. This is where the drip program must work hard to keep them engaged. lots of content.

Multivariate analysis 120

Multivariate analysis B2B Marketing Planning B2B 120

Customer Experience Matrix

FEBRUARY 8, 2007

But even though such comparisons may uncover trends worth exploring, they do not tell managers what they really need to know: is the business running as planned? The mechanics of this comparison are easy enough and pretty much identical to comparisons against time or customer segments.

Forecasting 120

Forecasting Aggregators Comparison Work Management 120

Customer Experience Matrix

JULY 17, 2008

I haven’t been working much with QlikView recently, which is why I haven’t been writing about it. The second bit of news was an enhancement that allows comparisons of different selections within the same report. Not all that fancy, actually, but more work than QlikView usually requires.) The first is new pricing.

Cost 120

Cost Comparison Pricing Price 120

Customer Experience Matrix

JUNE 9, 2011

Equally important, the results of an interaction management deployment are immediately and precisely measureable – so it’s clear when one product works better than another. The company addresses this largely by doing the work for its clients, providing a “concierge” service that includes content and rule management as part of the base price.

Work Management 120

Work Management Marketing Management Cost Software 120

Customer Experience Matrix

APRIL 16, 2009

Long-time readers of this blog know that I have a deep fondness for QlikView as a tool that lets business analysts do work that would otherwise require IT support. The flows support different kinds of joins and Excel-style formulas, including if statements and comparisons to adjacent rows.

Enterprise Management 120

Enterprise Management Work Management Analysis API 120

Customer Experience Matrix

OCTOBER 2, 2011

Shah said it is working on additional programs to help marketers measure their progress, such as comparisons among companies who start using the system at the same time. For what it’s worth, the amount of work remaining for users was also my original criticism of HubSpot’s SEO tools. Well, sure.

Marketing Automation Services 120

Marketing Automation Services Top of Funnel Work Management Hubspot 120

Customer Experience Matrix

NOVEMBER 13, 2008

So you're not doing more work, but simply doing the implementation work sooner. This means a process-focused evaluation approach ultimately reduces the total work involved, as well as reducing implementation time and improving the prospects for success. In conclusion, you should all go and buy the Guide immediately.

Lead Scoring 120

Lead Scoring Lead Ranking Work Management Marketing Automation Services 120

Customer Experience Matrix

AUGUST 4, 2008

This is significantly different from a simple feature comparison, in which the product with the most features wins, regardless of whether those features are important. Along those lines, I think it’s worth noting that Fred spoke in terms of minimizing the work performed by users, not of making the system simple or easy to use.

Demand Generation 120

Demand Generation ActiveConversion Marketing Automation Services Demand 120