Customer Experience Matrix

MARCH 24, 2016

I’ll also complain that many vendors lacked signage that explained what they did – not your fault, of course, and maybe a conscious strategy to force people to engage? The idea would be to find categories that are more or less mutually exclusive in terms of their audience, although of course some cross-over would be expected and a Good Thing.

Conference 120

Conference Marketing Automation Services Peer-to-peer Vendors 120

Customer Experience Matrix

FEBRUARY 25, 2015

The talk had turned to the industry in general and I was ticking through my usual list of trends – external data, predictive modeling, sales enablement, advanced attribution, adtech and martech integration, local/partner marketing systems, all-in-one systems, content creation support, and of course customer data platforms.

Marketing Automation Services 120

Marketing Automation Services Top of Funnel Marketing Funnels Marketing Automation 120

Customer Experience Matrix

APRIL 2, 2013

Marketo’s other operating costs (research & development and general & administrative) are also high – 52% of revenue, compared with 35% for Salesforce.com and 33% for Eloqua. Of course, the average for the year was much lower but, ignoring that, this still yields a perfectly respectable $172,000 revenue per employee.

Marketo 120

Marketo Salesforce.com Eloqua Marketing Automation Services 120

Customer Experience Matrix

OCTOBER 6, 2015

How pitiful is this: My wife left me alone all last weekend and the most mischief I could get into was looking for research about cross-channel customer views. Marketers, of course, are more aware of the challenges, but they too see it as the goal.

Marketing Management 120

Marketing Management Ideal Customer Profiles Case Studies Buyer Personas 120

Customer Experience Matrix

AUGUST 6, 2014

My solution today was: Dear [First Name], A friend of mine who is building one of those "wisdom of the crowd" software review sites tells me her research shows that what buyers want most is "apples to apples" comparisons of product features.

Marketing Automation Services 120

Marketing Automation Services Software Product Paid Search Agency 120

Customer Experience Matrix

AUGUST 8, 2011

Up on the dais were Jim Berkowitz of CRM Mastery, Esteban Kolsky of ThinkJar, Brent Leary of CRM Essentials, Ray Want of Constellation Group, and Denis Pombriant of Beagle Research Group. Of course this is sound advice, for social CRM or anything else. Yet my final impression was that social CRM is a problem in search of a solution.

CRM 120

CRM Conference Privacy Display 120

Customer Experience Matrix

JULY 10, 2012

Of course, stages make perfect intuitive sense, and they’re ultimately based on the AIDA (Awareness, Interest, Desire, Action) model of the sales process that has been around for more than 100 years.* Indeed, there has been a fair amount of research questioning the validity of AIDA and similar “hierarchy of effects” models.

Top of Funnel 120

Top of Funnel Marketing Funnels AIDA Lead Ranking 120

Customer Experience Matrix

AUGUST 28, 2014

and key activities (Web site visits, topics researched) and scores at both company and individual levels. Of course, there are more important things about 6Sense than whether I consider it a CDP. We also clarified that users can extract company-level profiles including attributes (industry, revenue, etc.)

Lead Ranking 120

Lead Ranking Activities Lead Scoring Marketing Automation Services 120

Customer Experience Matrix

AUGUST 29, 2013

Of course, every vendor argues it does this better than anyone else. Rather, it conducts a fresh scan as each client requests research into its target audience. I haven’t seen that particular feature in competitive systems but it’s not something I’ve specifically researched. I suspect there are indeed significant differences.

Lead Ranking 120

Lead Ranking Lead Scoring Marketing Automation Services Ideal Customer Profiles 120

Customer Experience Matrix

APRIL 2, 2015

brandAnalyzer by Global Science Research : uses a large, projectable consumer survey and social media traffic to build detailed psychological profiles of brand customers. Of course, there were many other interesting exhibitors; apologies to those I''ve left out. It also tracks response time to social media customer service requests.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

AUGUST 21, 2014

not to mention a hackathon, talent show, and, karaoke.

Conference 120

Conference Planning Vendors Gartner 120

Customer Experience Matrix

MAY 24, 2016

Beyond building our own relationship, this will consume their limited time so they can't use it to research competitors. Of course, a goal beyond avoiding disengagement would be encouraging purchase. Specifically, we want to keep prospects engaged so that each offer they accept leads to another offer they also accept.

Mobile Marketing 136

Mobile Marketing Conference CRM Mobile Advertising 136

Customer Experience Matrix

JUNE 25, 2008

When I was researching last week’s piece on Market2Lead , one of the points that vendor stressed was their ability to create a full-scale marketing database with information from external sources to analyze campaign results. I’ll be researching this in more detail in the near future, so I’ll get to the bottom of it fairly soon.

Work Management 120

Work Management Marketing Management Demand Generation Marketing Automation Services 120

Customer Experience Matrix

AUGUST 30, 2007

Of course, marketing does participate in activities that are not embodied directly in advertising or cannot be tested directly in the market. Early-stage product development is driven by market research, for example. Marketing performance measurement systems do need to indicate performance in these sorts of tasks.

Paid Search Agency 120

Paid Search Agency Ads Cross-Selling Distribution 120

Customer Experience Matrix

MARCH 30, 2007

A bit more research turned up a number of vendors who appear to have reasonably sophisticated mobile marketing systems. And, of course, without examining them closely you never know what’s real. It turns out the world of mobile marketing systems is further developed than I thought. I suspect most fall into the latter category.

Marketing Management 120

Marketing Management Campaigns Paid Search Agency Mobile Marketing 120

Customer Experience Matrix

NOVEMBER 20, 2006

Of course, that’s a key premise of our work at Client X Client. Later in the weekend, I spent some time researching Web optimization systems. The implication, of course, is that anybody who even tries to measure them is impossibly small-minded). But that won't do.

Work Management 120

Work Management Vendors Course Customer Surveys 120

Customer Experience Matrix

APRIL 21, 2010

If I need a plumber or surgeon or marketing consultant, I need someone who can solve my individual problem, not provide generic advice or spend days researching the issue. Of course, the loss of the filters provided by traditional media also means it’s easier for people to appear to be experts when they are not.

Opinions 120

Opinions Consulting Domain Internet Marketing 120

Customer Experience Matrix

MAY 2, 2008

In search of that, I poked around a bit and found several references to a 2007 study from AMR Research. Of course, you can’t really combine these two sets of figures. This is self-evident to me, based on personal experience, and seems fairly widely accepted by others in the field. internal labor costs 24.7%.software

Marketing Management 120

Marketing Management Cost Software Class 120

Customer Experience Matrix

DECEMBER 9, 2008

On that scale, University of Ottawa Professor Timothy Lethbridge must be some kind of genius, because his course notes on Software Usability express my opinions on the topic even better and in more detail than I’ve yet to do for myself. Of course, my own interest is applying it to measuring usability for demand generation systems.

Marketing Automation Services 120

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

Customer Experience Matrix

SEPTEMBER 9, 2009

Of all that research I mentioned last week , two pairs of facts stood out. Of course, the old media don’t go away completely. Content is still important, of course, but its nature shifts from information that visitors consume to tools like widgets that empower them to share their enthusiasm with others.

Social Media 120

Social Media Narrowcasting Media Database Marketing 120

Customer Experience Matrix

SEPTEMBER 16, 2010

Of course, I can (and just did) warn buyers to select the items that matter to them. I can’t offer a solution other than to stress the importance of buyers doing their own research through demonstrations (based on their own scenarios), reference checking and conversations with other users. The list is generic.

RFP 120

RFP Marketing Automation Services Marketing Automation Automation 120

Customer Experience Matrix

JULY 22, 2010

This is a natural result of a maturing market, as technology-oriented pioneers are replaced by buyers less likely to research their options in depth. Of course, Oracle has already made its move by purchasing Market2Lead's intellectual assets. But what, exactly, will the consolidation look like? The obvious candidates are CRM vendors.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

MARCH 26, 2007

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. I won’t mention names because I haven’t spent enough time researching the topic to understand which ones are truly important.

Work Management 120

Work Management Marketing Management Mobile Marketing Software 120

Customer Experience Matrix

JUNE 1, 2009

Everyone knows this, but, for the record, I was able to do nearly all my research online and even get price quotes without setting foot in a dealer. My online research and preexisting preferences quickly narrowed the field to Honda and Subaru models with virtually identical specifications.

Process 120

Process Buy Pricing Price 120

Customer Experience Matrix

MARCH 28, 2007

But it does mean your pre-purchase research has to be thorough enough that you understand how the software will meet your goals. Of course, this is harder than it sounds when systems are complicated and there are many ways to do things. Then, sometimes literally within minutes of installing it, they find it isn’t what they need.

Software 120

Software Process Vendors Tagging 120

Customer Experience Matrix

FEBRUARY 27, 2007

Having personally researched Memetrics and Offermatica and taken a close look at the Optimost Web site, I know this is wrong. Of course, I’ve been around long enough to know you can’t trust anything but your own eyes where software is concerned (and sometimes not even those!) He even showed me a recent analyst report that said this.

Pricing 120

Pricing Price Segmentation Display 120

Customer Experience Matrix

SEPTEMBER 30, 2010

During my extensive, um, research, I was very pleased to find the following picture to illustrate the concept of stages: I like this picture both because it's amusing (a major priority) and also because it illustrates that stage definitions are constructed, not discovered. But the expected revenue for the cohort stays constant.

Budget Programs 120

Budget Programs ROI Forecasting Statistics 120

Customer Experience Matrix

MAY 5, 2023

Of course, the vision of “citizen developers” using AI to create sophisticated personal applications on the fly is entirely irrelevant when the citizen developers themselves no more have jobs. Of course, most of that training will happen without any direct human effort, as the AI watches what its owner does. (I Trust, again.)

Enterprise Management 177

Enterprise Management Work Management Marketing Management Copywriting 177

Customer Experience Matrix

SEPTEMBER 2, 2011

Of course, any true believer would dismiss me as part of a pre-digital generation, and therefore both obsolete and irrelevant as a human being. I do recall that some (traditional, structured) research has shown that human brains physically adjust when they must process unstructured inputs.

Enterprise Management 120

Enterprise Management Marketing Automation Services Salesforce.com Work Management 120

Customer Experience Matrix

AUGUST 29, 2011

Of course, these are just highlights – the full registration statement runs over 200 pages.) I’m not aware of a rule against Eloqua reporting it, although I’ve never researched that point. (If So much for what Eloqua said. (Of But what does it mean? Ultimately, investors want to know whether Eloqua will ever show a profit.

Eloqua 120

Eloqua Marketing Automation Services Terms and Conditions Paid Search Agency 120

Customer Experience Matrix

FEBRUARY 6, 2008

The best advice along those lines boiled down to “get over it” (delivered, of course, much more politely): accept the limitations and do the best you can with the resources at hand. So, if the attendees voted with their feet to avoid the topic of marketing performance measurement, where did they head instead?

Conference 120

Conference CMO Advertising Agencies Marketing Management 120

Customer Experience Matrix

OCTOBER 21, 2010

I’ve included some of results below with their permission (although of course the interpretations are my own). Incidentally, both groups cited online research much more often than industry analysts, peer groups or formal needs assessments and RFPs. The CMO Council generously shared the detailed data with me.

CMO 120

CMO Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

OCTOBER 2, 2007

I had researched these topics thoroughly as preparation for the workshops and hadn’t found any alternatives to the standard approaches; further research since then still hasn’t turned up anything else of substance. Of course, this is a political rather than analytical approach, but politics are important.

Allocation 120

Allocation Multi-Channel Lead Ranking ROI 120

Customer Experience Matrix

JANUARY 8, 2007

My exploration of the relationship between brand marketing and customer experience management somehow landed me at the Web page of BrandAmplitude LLC , a consultancy specializing in brand strategy and research. The impact on marketing is huge.

Brand Identity 120

Brand Identity Branding Lead Ranking Paper 120

Customer Experience Matrix

AUGUST 21, 2009

Of course, I’m generalizing about sets of vendors so there will be individual exceptions. The site offers a free copy of an excellent Forrester Research report on interactive marketing, which is well worth the inevitable Aprimo sales call that will follow. I've summarized this in the following table.

Marketing Automation Services 120

Marketing Automation Services Digital Asset Management Marketing Management Paid Search Agency 120

Customer Experience Matrix

JANUARY 31, 2008

I was going to label QlikView scripting as a “procedural” language and contrast it with VBScript as an “object-oriented” language, but a quick bit of Wikipedia research suggests those may not be quite the right labels. Of course, any end-user tool cuts the development cycle. Excel reduces development time in exactly the same way.

Wikipedia 120

Wikipedia API Marketing Management Training 120

Customer Experience Matrix

JUNE 29, 2007

The topic, of course, is enterprise decision management, which the book explains in great detail. One is the belief that they need to develop “smart” systems and that this requires to-be-developed technology from the minds of researchers and science-fiction writers.

Enterprise Management 120

Enterprise Management Work Management Amazon Automation 120