Customer Experience Matrix

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SiteCore Migrates from Web Content Management to Cross-Channel Customer Engagement

Customer Experience Matrix

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. Most decision managers assume content is best stored with the touchpoint systems, while SiteCore wants to store most content itself.

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ExactTarget and Eloqua Stake Their Claim To Centralized Customer Management

Customer Experience Matrix

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. The IMH sports a slick user interface with a very nice dashboard showing real-time updates of summary statistics for each channel.

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V12 Launchpad Combines Prospect Database with Outbound Campaigns

Customer Experience Matrix

It''s still far from a complete marketing automation system: there are no multi-step workflows, event triggers, recurring campaigns, behavior tracking, CRM synchronization, touchpoint integration, or transaction database. Retargeting can be done through email lists or ad pixels.

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Hive9 Marketing Performance Management Includes Customer Journey Optimization

Customer Experience Matrix

It’s even more different from taking conventional multi-step campaigns and calling them "journeys”. Tactics have owners, budgets, start and end dates, revenue targets, types (usually a channel or asset) and other attributes such as journey stage, audience, business unit, geography, and language. These can be tailored to each client.

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Aberdeen Predicts Web Content Systems Will Add Marketing Automation: I Agree, But.

Customer Experience Matrix

I agree with one reservation: I doubt large companies will use a single system to manage all customer touchpoints. This demands multi-channel engagement and automated personalized content delivery.” “By If I read Michiels correctly, he believes that one integrated system will execute the interactions across all channels.