Customer Experience Matrix

OCTOBER 22, 2009

Summary: SalesFusion combines all channels within marketing, and merges marketing automation with CRM as well. And, while we’re on the subject, they need REALLY TIGHT integration between marketing and sales automation, if not one shared system. 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

DECEMBER 4, 2012

The company’s justification for this claim is that it adds sales-marketing alignment to standard marketing automation features. Flows can be shared with sales users, with some or all features locked down to prevent unauthorized changes. The interface lays out steps in the flow like a deck of cards, making it unusually straightforward.

Marketing Automation Services 120

Marketing Automation Services Paid Search Agency Marketing Automation Advertising Agencies 120

Customer Experience Matrix

NOVEMBER 5, 2009

Summary: Marketing automation and CRM systems may eventually converge, but for now marketers need help explaining why they need a system of their own. People still don’t understand the difference between marketing automation vs. CRM. Will Marketing automation and CRM remain separate? Vendors take note.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Marketing Automation 120

Customer Experience Matrix

JULY 21, 2009

Summary: Jesubi is designed to make sales prospecting as efficient as possible. You may not want to replace your CRM system with Jesubi, but dedicated prospecting teams should take a close look. Everything else about Jesubi needs to be understood in this context of inside sales productivity.

Efficiency 120

Efficiency Marketing Automation Services Work Management Marketing Management 120

Customer Experience Matrix

OCTOBER 27, 2008

Changes are subtle--a two-headed arrow and showing some slight overlap between demand generation and sales automation. Tags: marketing software marketing automation lead management software selection crm software demand generation. While writing the new paper I slightly revised the scope diagram I published last week.

Paper 120

Paper Demand CRM Marketing Automation Services 120

Customer Experience Matrix

JULY 10, 2013

sales enablement: systems to share marketing information with sales ( Genius , SalesFusion , LeadFormix , RightOn Interactive , Optify) distributed marketing: systems shared between central marketing organizations and local branches, dealers, distributors, sales agents, etc. I guess I should send them a t-shirt or something.

Demand Generation Agencies 120

Demand Generation Agencies Marketing Automation Services Paid Search Agency Small Business Marketing 120

Customer Experience Matrix

NOVEMBER 14, 2016

The big news was a free version of HubSpot’s core marketing platform, joining free versions already available of its CRM and Sales systems. (In In Hubspeak, CRM is the underlying database that tracks and manages customer interactions, while Sales is tools for salesperson productivity in email and elsewhere.)

Marketing Automation Services 0

Marketing Automation Services Hubspot Conference Marketing Automation 0

Customer Experience Matrix

JUNE 14, 2013

This week it announced a new platform , InterestBase, that gives clients an interface to define target groups, analyze group members’ interests, push prospect lists to marketing automation and CRM systems, and enhance individual lead records. Marketers can use titles and other attributes to define their own target groups, called personas.

Marketing Automation Services 120

Marketing Automation Services Lead Ranking Social Marketing Ideal Customer Profiles 120

Customer Experience Matrix

MARCH 25, 2009

recently on the idea that the boundaries between marketing and sales are breaking down because leads now interact with both departments throughout the purchase cycle. This is clearly inevitable: if nothing else, leads still visit your Web site (controlled by marketing) even after they are “turned over” to sales.

Demand Generation Agencies 120

Demand Generation Agencies Demand Generation Demand Salesforce.com 120

Customer Experience Matrix

JUNE 9, 2009

Summary: Marketo's new Sales Insight ranks prospects for sales people, based on recent Web and email activities. It lets Marketo sell seats to sales departments, which could be more lucrative than selling its core demand generation system. But I expect the sales automation vendors to take the business for themselves.

Marketo 120

Marketo Work Management Marketing Automation Services Eloqua 120

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

MARCH 23, 2017

Adding that to the diagram gives us: Hmm, what about CRM? So we need to introduce a new split, of marketer-controlled vs. sales controlled. Apologies to CRM people that your circle is so tiny; I'm not suggesting anything about the importance of your systems. I'll give control a different color for clarity.

Marketing Automation Services 185

Marketing Automation Services Enterprise Management CRM Marketing Automation 185

Customer Experience Matrix

SEPTEMBER 8, 2017

B2B marketers have traditionally focused on acquiring new leads, leaving the rest of the customer life cycle to sales, account, and customer success teams. Meanwhile, the sales, account and customer success teams generally worked with individual and account records stored in a CRM system, so they weren't especially interested in CDPs either.

Marketing Automation Services 168

Marketing Automation Services Buy Work Management B2B Marketing 168

Customer Experience Matrix

OCTOBER 24, 2014

I meant both that predictive models guide decisions at every stage in many marketing programs, and that models are used throughout the organization by marketing, sales, and service. Because it knows what to expect, the system can easily load customer data and sales results from those systems. User interface is a second differentiator.

Lead Ranking 120

Lead Ranking Lead Scoring Automation Salesforce.com 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. The prospect of seamlessly integrating third party data with a company’s own sales and marketing products is intriguing, although neither Salesforce nor Oracle has done much with it.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Vendors Linkedin 120

Customer Experience Matrix

NOVEMBER 9, 2015

Companies willing to share their Salesforce CRM data can get a report assessing the quality of their CRM records, listing the top five data elements that identify high-value prospects, and suggesting five market segments they might pursue. Radius also recently announced a very nice free offering, the CMO Insights Report.

Lead Ranking 120

Lead Ranking Lead Scoring Work Management Marketing Automation Services 120

Customer Experience Matrix

JUNE 13, 2016

When I first starting thinking about Account Based Marketing, I assumed that an ABM system would let marketers replicate at scale how sales teams manage key accounts: that is, to analyze each account in depth, set goals specific to that account, and then execute against those goals. Then I saw ZenIQ.

Account Based Marketing 120

Account Based Marketing Marketing Automation Services Work Management Buy 120

Customer Experience Matrix

OCTOBER 26, 2006

nature of his reports on sales methods and technologies. The most recent, “On-Demand Versus On-Premise CRM: Are There Performance Differences?” I’ve never met Jim Dickie at CSO Insights ( www.csoinsights.com ) but have always been impressed by the thorough, objective (and concise!) lives up to expectations.

Demand 120

Demand CRM Salesforce.com Studies 120

Customer Experience Matrix

AUGUST 25, 2016

Many can also push messages to other channels via marketing automation or CRM integration. Differentiators include: channels supported (display advertising, social advertising, CRM, marketing automation, email, direct mail, telemarketing, text, mobile apps, content syndication, etc.)

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Account Based Marketing 120

Customer Experience Matrix

AUGUST 22, 2013

It then imports CRM and marketing automation data from its clients'' systems, enhances the imported records with information from its big proprietary database, and builds predictive models that score companies and individuals on their likely win rate, conversion rate, deal size, and lifetime revenue.

Lead Ranking 120

Lead Ranking Lead Scoring Marketing Automation Services Ideal Customer Profiles 120

Customer Experience Matrix

AUGUST 28, 2014

6Sense wouldn''t be a CDP if it merely displayed its data on a CRM screen without letting the CRM system import it. Starting at the beginning, the system imports a list of each client’s customers and sales opportunities from CRM and marketing automation systems. Formal release was in May 2014.

Lead Ranking 120

Lead Ranking Activities Lead Scoring Marketing Automation Services 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

JUNE 4, 2013

They have been lacking large-scale email capability, which all types of sales and marketing departments require. 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.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Marketing Automation Automation 120

Customer Experience Matrix

AUGUST 26, 2014

(This ratio is important because it hints at the profitability of on-going operations regardless of sales costs. In fact, Marketo today looks a lot like the HubSpot S-1.) - sales and marketing costs at 64% of revenue, well above Eloqua (which was growing much more slowly) and similar to Marketo (which was growing slightly faster).

Paid Search Agency 120

Paid Search Agency Hubspot Eloqua Advertising Agencies 120

Customer Experience Matrix

JUNE 5, 2013

As SAP pointed out, it''s a customer-centric view of the world, quite different from the operational focus of traditional CRM. People integrate CRM with back-office systems all the time. marketing software crm systems sap marketing automation salesforce.com customer experience management real time interaction management'

Work Management 120

Work Management Marketing Management Marketing Automation Services Salesforce.com 120

Customer Experience Matrix

DECEMBER 18, 2012

Like everyone else, I’m seeing greater use of social, mobile, and video; more cross-channel campaigns; closer cooperation between marketing and sales; and expanded use of analytics. The reason is that post-sales interactions are increasingly automated and marketers have the best tools to manage automated interactions effectively.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Marketing Management Automation 120

Customer Experience Matrix

MARCH 16, 2012

My original reaction was “I told you so”, since I’ve been talking about the convergence of CRM and Web site management for years. Just to clarify my argument, the case for convergence between CRM and Web site management boils down to the fact those are the two main systems that companies use to interact with consumers.

Salesforce.com 120

Salesforce.com Enterprise Management Marketing Automation Services Marketing Management 120

Customer Experience Matrix

MARCH 26, 2015

The system imports lists of target accounts from a company’s CRM or marketing automation system, or lets clients build their own lists from Terminus’ own B2B company database. Terminus selects cookies by using LiveRamp and other data partners to match them against email addresses from the CRM or marketing automation system.

Paid Search Agency 120

Paid Search Agency Display Enterprise Management Marketing Automation Services 120

Customer Experience Matrix

APRIL 26, 2011

I’ve previously reviewed Genoo , which supplements the standard marketing automation features with Web hosting and built-in CRM but no shopping cart. These rules can be used in segmentation, lead scoring, and sales alerts. Canterris and mKubed also host Web forms and landing pages but NurtureHQ apparently does not.

Small Business Marketing 120

Small Business Marketing Work Management Features Marketing Management 120

Customer Experience Matrix

JUNE 27, 2014

When it gets a new client, it loads that company’s own customer list and sales from its CRM system, finds those companies and individuals in the Fliptop database, enhances their records with Fliptop data, and uses the combined information to build a predictive model that identifies the likelihood of someone making a purchase.

Lead Ranking 120

Lead Ranking Lead Scoring Marketing Automation Services Reachforce 120

Customer Experience Matrix

JANUARY 22, 2014

nurture campaigns), and share leads with a CRM system like Salesforce.com. Salesformics is designed primarily to give sales people a pleasant-to-use CRM system, while offering marketing automation and dashboards to everyone in the organization. Pricing is based on number of users and starts at $79 per user per month.

Marketing Automation Services 120

Marketing Automation Services Small Business Marketing Marketing Automation Automation 120

Customer Experience Matrix

APRIL 3, 2013

As I wrote in my earlier SetLogik review, one particularly attractive result is the ability to match sales revenues with marketing leads, always a challenge in measuring the value of marketing programs. ReachForce has just begun to offer the combined system, which is currently deployed at one pilot client.

Reachforce 120

Reachforce Buy Marketing Management B2B Marketing 120

Customer Experience Matrix

MAY 21, 2015

These are interesting extensions beyond the current set of partners, who mostly support operational tasks such as content creation, events management, analytics, and CRM integration. Their general intention is to continue serving their existing target market (companies from 10 to 2,000 employees) with marketing and sales tools.

Resource Management 120

Resource Management Hubspot Marketing Automation Services Enterprise Management 120

Customer Experience Matrix

OCTOBER 11, 2011

Exceptions are advanced features including revenue cycle reporting, email deliverability assistance, API access, fine-grained user rights management, and the Sales Insight salesperson application. It really depends on the sales and support costs, and Marketo doesn’t appear to have changed how those are delivered to keep them down.

Small Business Marketing 120

Small Business Marketing Marketo Marketing Automation Services Work Management 120

Customer Experience Matrix

FEBRUARY 13, 2014

Those top three are the key improvements that marketing automation provides over simple email or CRM systems, so this prioritization makes sense. Software Advice drives this point home by showing how prospective buyers are currently managing marketing activities: nearly half are relying on a CRM.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Marketing Automation 120

Customer Experience Matrix

OCTOBER 4, 2016

Krux now has an “intelligent marketing hub” that can also load a company’s own data from CRM, Websites, mobile apps, and offline sources, and unify customer data to build complete cross-channel profiles. It can then use the information to predict future purchases and guide marketing and sales messages.

DemandBase 166

DemandBase Ideal Customer Profiles Marketing Management Cross-Selling 166

Customer Experience Matrix

AUGUST 14, 2014

Few people would suggest you learn salesmanship from the play Glengarry Glen Ross ,* but its central message rings true: good leads are the lifeblood of a sales organization.** Use of the client''s internal data for model scoring, and whether this extends to sources beyond CRM. At least a dozen firms are now following that path.

Lead Ranking 120

Lead Ranking Work Management Marketing Management Lead Scoring 120