Customer Experience Matrix

AUGUST 16, 2011

I’ve long believed that B2B marketing automation is just a passing phase: that, ultimately, B2B marketing automation systems will be absorbed into CRM systems instead of operating independently. Vendors have made the bet by building marketing automation add-ons to a CRM system instead of building a stand-alone marketing automation product.*

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Work Management Marketing Automation 120

Customer Experience Matrix

JUNE 17, 2016

I first started paying attention to “customer success management” systems when I realized they were assembling data from multiple sources to build a consolidated customer view – something that could potentially serve other departments throughout the organization. This allows for standard treatments to be fully automated.

Automation 120

Automation Marketing Automation Services Lead Ranking Trigger Marketing 120

Customer Experience Matrix

SEPTEMBER 13, 2012

When I first wrote about ClickDimensions in a February, 2011 post , the concept was intriguing – a marketing automation add-on to Microsoft Dynamics CRM – but the product itself had been available for less than six months and claimed barely 50 clients. The product has matured as well. Sounds like the idea has legs.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Automation Marketing Management 120

Customer Experience Matrix

OCTOBER 20, 2016

The need for a Customer Data Platform – a marketer-controlled, unified, persistent, accessible customer database – applies equally to business and consumer marketing. Indeed, many of the firms I originally identified as CDPs were lead scoring and customer success management vendors who serve primarily B2B clients.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

SEPTEMBER 28, 2017

I escaped from my cave this week to present at two conferences: the first-ever “Customer Data Platform Summit” hosted by AgilOne in Los Angeles, preceding Shop.org, and the Technology for Marketing conference in London, where BlueVenn sponsored me. There were some interesting developments. So hooray for that. CDPs in vertical markets.

Multi-Touch Attribution 136

Multi-Touch Attribution Marketing AI Work Management Marketing Management 136

Customer Experience Matrix

SEPTEMBER 11, 2013

So when her ancient Goldmine CRM system finally crashed last week, we both scrambled to pick a replacement. This pushed us back to the more standard CRM options. Custom filters across all field types, check. We keep them largely separate, but I am inevitably involved in her technology decisions. Build contact lists, check.

CRM 120

CRM Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

JANUARY 25, 2012

I had an intriguing demonstration yesterday from social CRM vendor Nimble. Since “social CRM” could mean just about anything, it’s important to explain what Nimble actually does: it combines traditional contact management with automated access to social media information about those contacts. Here’s how it works.

CRM 120

CRM Work Management Paid Search Agency Marketing Management 120

Customer Experience Matrix

FEBRUARY 14, 2011

What’s missing from the list is CRM integration. That's no accident: ClickDimensions doesn’t integrate with CRM in the regular sense of synchronizing data. Rather, it works directly from Microsoft Dynamics CRM files. In other words, ClickDimensions is a Microsoft CRM add-on. Not that there’s anything wrong with that.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation CRM Work Management 120

Customer Experience Matrix

JUNE 2, 2015

It’s just over two years since I started writing about Customer Data Platforms. What’s more important is that the segments can use a wide range of data including online behaviors, attributes from CRM and other systems, predictive model scores, and product information from catalogs. This is what gives the system its power.

Marketing Automation Services 120

Marketing Automation Services Lead Ranking Multi-Channel SMS 120

Customer Experience Matrix

SEPTEMBER 26, 2013

Raab Associates’ new Guide to Customer Data Platforms is now available (click here to buy ). 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. Fair enough. It’s why CDPs are so important.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Ideal Customer Profiles 120

Customer Experience Matrix

APRIL 17, 2015

Specifically, it hasn’t let users set up custom objects (although they’ve been able to import custom objects from Salesforce.com or Microsoft Dynamics CRM ). This was a common limitation among early B2B marketing automation products but many have removed it over the years.

Marketo 120

Marketo Enterprise Management Mobile Advertising Salesforce.com 120

Customer Experience Matrix

JUNE 27, 2014

It’s been a while since I wrote about Customer Data Platforms , but only because I’ve been distracted by other topics. Fliptop wasn’t on my original list of CDPs, having launched its relevant product just after the initial CDP report was published. Clients can adjust the breakpoints to create custom performance ranges.

Lead Ranking 120

Lead Ranking Lead Scoring Marketing Automation Services Reachforce 120

Customer Experience Matrix

DECEMBER 13, 2012

It’s more than three years since my original post about SiteCore’s plans to transform itself from a Web content management system to a platform for cross-channel customer experience management. The difference is architecture: the decision managers place decision logic at the center and see customer data and content as peripheral.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

OCTOBER 22, 2009

Summary: SalesFusion combines all channels within marketing, and merges marketing automation with CRM as well. This breadth isn’t accompanied by tremendous depth: SalesFusion’s campaign management and built-in CRM tools are a bit limited. online chat and - telemarketing support through the CRM component.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

NOVEMBER 30, 2011

CRM integration is a fundamental feature of marketing automation. Sadly, most marketers pay little attention to these nuances until they've already selected a product. Pretty much every system can send leads to Salesforce.com , but capabilities vary significantly once you start looking for more.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation CRM Features 120

Customer Experience Matrix

JUNE 29, 2011

The IMH, as we cognoscenti call it, combines ExactTarget's email, mobile, Web pages, Web visitor tracking, and social media with external touchpoints as well as Salesforce.com and Microsoft CRM. Both the ExactTarget and Eloqua announcements reflect a strategy of positioning their products as a company’s primary customer management system.

Eloqua 120

Eloqua Marketing Management Marketing Automation Services Lead Ranking 120

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 My own attention was more focused on the product announcements. HubSpot does seem to be working on that.

Marketing Automation Services 0

Marketing Automation Services Hubspot Conference Marketing Automation 0

Customer Experience Matrix

JUNE 15, 2007

Our friends at Accenture have once again illustrated the point with a paper “ Surveying and Building Your CRM Future ,” whose subtitle promises “a New CRM Software Decision-Making Model”. Each combination neatly maps to a different class of CRM software. Large firms have multiple CRM implementations.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Paper 120

Customer Experience Matrix

FEBRUARY 7, 2012

Split Tests: Formal split testing of different content versions or customer treatments is the heart of marketing optimization, but many B2B marketers still don’t have the time or resources to do it. Custom tables are needed to extend the marketing database beyond inputs from the CRM system.

Enterprise Management 120

Enterprise Management Marketing Automation Services Work Management Marketing Management 120

Customer Experience Matrix

AUGUST 20, 2012

So their continued growth represents catch-up by vendors who had not already provided them, probably more for competitive sales reasons than actual customer needs. • Less predictably, there’s little change in reporting, CRM integration, database design, features targeted at ease of use, content creation, and pricing models.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Vendors Marketing Report 120

Customer Experience Matrix

JUNE 22, 2011

Adobe on Monday announced a new “ Digital Enterprise Platform for Customer Experience Management ”. The strategic significance of the announcement seems more important than the actual product enhancements. In fact, the only customer-facing technology Adobe offers is Web site management. This is certainly an advantage.

Enterprise Management 120

Enterprise Management Digital Asset Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

OCTOBER 24, 2014

Back in, say, 2008, a product like this would be big news. In this case, the main technical differentiator is extreme automation: SalesPredict imports customer data, builds models, scores current records, and deploys the results with virtually no human intervention. User interface is a second differentiator.

Lead Ranking 120

Lead Ranking Lead Scoring Automation Salesforce.com 120

Customer Experience Matrix

APRIL 13, 2016

The key feature of these systems is they select customer treatments based on movement through a journey map. The treatments are usually executed through external systems such as email service providers, CRM, or Web content management. The systems also assemble the unified customer database needed to track customer journeys.

Marketing Automation Services 120

Marketing Automation Services Work Management Ideal Customer Profiles Marketing Management 120

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. Done correctly, integration of LinkedIn with Dynamics CRM could provide a major boost to that product’s utility while creating a new barrier to competition.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Vendors Linkedin 120

Customer Experience Matrix

MAY 5, 2016

But Engagio's latest product, Engagio PlayMaker, actually does occupy a space in between marketing, sales development, field sales and customer success by connecting them without replacing existing marketing automation, CRM, or customer success systems. This reporting was part of Engagio’s original products.

Account Based Marketing 120

Account Based Marketing Marketing Automation Services Service Paid Search Agency 120

Customer Experience Matrix

JUNE 2, 2016

But the company uses the language of journeys and customer data stores. So although they see themselves as enabling all kinds of business processes, I think it’s fair to view them largely in the context of customer management. As of March, the company reported 15 live customers and was actively looking for more.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Rules 120

Customer Experience Matrix

AUGUST 27, 2020

This means marketers must become increasingly involved with the privacy systems to ensure a positive customer experience, gain access to the data they need, and ensure they use the data appropriately. But they are certainly related and both require customer interactions. Consent collection and request processing are distinct processes.

Privacy 180

Privacy Enterprise Management Work Management Marketing Management 180

Customer Experience Matrix

OCTOBER 27, 2006

This study looked at several types of software, not just CRM. 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. Click here for details.

CRM 120

CRM Vtrenz Marketing Automation Services Marketing Management 120

Customer Experience Matrix

AUGUST 22, 2013

I’ve nearly finished gathering information from vendors for my new study on Customer Data Platform systems and have started to look for patterns in the results. Features will probably converge as vendors extend their products to attract more clients. But right now the groups are quite distinct.

Lead Ranking 120

Lead Ranking Lead Scoring Marketing Automation Services Ideal Customer Profiles 120

Customer Experience Matrix

AUGUST 28, 2014

The extraction features are important – at least to me – because they determine whether 6Sense qualifies as a “ customer data platform ” (CDP), a type of system I see as fundamental for future marketing. 6Sense wouldn''t be a CDP if it merely displayed its data on a CRM screen without letting the CRM system import it.

Lead Ranking 120

Lead Ranking Activities Lead Scoring Marketing Automation Services 120

Customer Experience Matrix

OCTOBER 26, 2006

The most recent, “On-Demand Versus On-Premise CRM: Are There Performance Differences?” Amid the contradictory and self-interested vendor claims of success for their products, CSC Insights’ surveys of over 2,500 companies found a clear winner: on-demand systems (a.k.a, nature of his reports on sales methods and technologies.

Demand 120

Demand CRM Salesforce.com Studies 120

Customer Experience Matrix

OCTOBER 17, 2012

Microsoft today announced the acquisition of marketing management system vendor MarketingPilot , which will become part of its Dynamics CRM group. More specifically, it’s a major acquisition by a CRM vendor, helping to fulfill everyone's favorite prophecy that marketing automation and CRM will eventually merge.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Vendors 120

Customer Experience Matrix

AUGUST 23, 2012

These companies have large marketing departments that may manage hundreds of campaigns for different products in different locations. As before, vendors closer to the top have the most appropriate features for this segment, and those further to the right have the most similar customer base and company resources.

Eloqua 120

Eloqua Marketing Automation Services Lead Ranking Enterprise Management 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. So far as I recollect, Customer Experience Management hasn't had its cover yet. But no Customer Experience Management for Dummies.

Work Management 120

Work Management Marketing Management Wikipedia Buzz 120

Customer Experience Matrix

OCTOBER 14, 2016

As I mentioned a couple of posts back , I’ve been surveying the borders of Customer Data Platform-land recently, trying to figure out which vendors fit within the category and which do not. It doesn’t currently do identity resolution to build unified customer profiles, but is moving in that direction. Datorama is one of them.

Work Management 120

Work Management Marketing Management Analytics Paid Search Agency 120

Customer Experience Matrix

JUNE 4, 2013

So this fills a gap in their core product offerings. I''ve long argued that CRM and marketing automation should be part of the same system. Marketing automation sits between email and CRM, in the sense that it relies heavily on them both. A truly complete customer-facing solution would encompass Web content management as well.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Marketing Automation Automation 120

Customer Experience Matrix

JUNE 19, 2015

Open source has been successful in related applications including analytics (R, Jaspersoft, Pentaho), CRM (SugarCRM, vTiger) and Web content management (WordPress, Joomla, Drupal). Or perhaps people felt that the real barriers to adoption were lack of time and skills, so even a free product would not unlock a large new segment of customers.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Work Management Automation 120