Customer Experience Matrix

MARCH 8, 2011

Summary: HubSpot announced a $32 million investment yesterday by Sequoia Partners, Google and Salesforce.com. Salesforce.com and Google announced their long-anticipated entry into the marketing automation industry, in the baby-step form of investments in HubSpot. Yet something really bothered me about yesterday’s announcement.

Salesforce.com 120

Salesforce.com Enterprise Management Hubspot Marketing Automation Services 120

markempa

FEBRUARY 18, 2013

Tweet Customer relationship management (CRM) is defined a number of different ways. At the same time, the real engine driving CRM and keeping prospects moving through the sales funnel is technology. The first technology that comes to mind is CRM software, such as Salesforce.com or Microsoft Dynamics.

Sales Management 120

Sales Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

JULY 22, 2010

Summary: consolidation isn't new among marketing software vendors. When campaign management systems consolidated in the late 1990's and early 2000's, most were bought by enterprise software companies. Will weaker marketing automation vendors merge with each other to establish a larger market presence?

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Work Management Marketing Management 120

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. But there are also a few vendors who have bet in favor of merged systems, so it wouldn’t be fair to ignore their view entirely.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Work Management Marketing Automation 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. Vendors take note. Will Marketing automation and CRM remain separate?

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Marketing Automation 120

Customer Experience Matrix

SEPTEMBER 2, 2011

I spent most of this week at Salesforce.com ’s Dreamforce conference. This is pretty much the notion of “Salesforce add-ons” that I wrote about on August 16 (see "Can CRM Add-Ons Replace Marketing Automation?" ). The bigger the pool of data the marketing automation vendors assemble, the more appealing it looks to Salesforce.

Enterprise Management 120

Enterprise Management Marketing Automation Services Salesforce.com Work Management 120

Customer Experience Matrix

MARCH 6, 2016

The company made a few announcements, most notably a vastly improved email builder and tighter integration with online accounting software from Quickbooks Online and Xero. Infusionsoft’s goal is to bake as much as possible of the methodology into the software, its partner ecosystem, and prebuilt assets such as campaign plans.

Small Business Marketing 120

Small Business Marketing Work Management Marketing Management Planning 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. ClickDimensions isn’t the only vendor to take this approach.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Automation Marketing Management 120

InsightSquared

NOVEMBER 29, 2017

As owners of the sales tech stack , sales operations directors are always evaluating new sales technology vendors and managing the CRM (typically Salesforce.com ) infrastructure. Deep expertise on sales automation and CRM systems is mandatory for sales ops directors.

Work Management 120

Work Management Salesforce.com Deliverability Forecasting 120

Customer Experience Matrix

MAY 4, 2010

Summary: Two low-cost demand generation systems, Genoo and Act-On Software, have added unusually advanced social marketing features. A few weeks back, I wrote about social marketing features from consumer marketing automation vendors. However, the value is so obvious that I expect many other vendors will soon follow.

Act-On 120

Act-On Marketing Management Marketing Automation Services Features 120

Customer Experience Matrix

JUNE 4, 2013

I''ve been in meetings all day and just emerged to hear that Salesforce.com purchased ExactTarget. Frankly, of the two, entry into B2C marketing seems more important because it''s such a large business and Salesforce.com needs to know where its next several billion dollars in revenue will come from. - Adobe , where art thou?

Marketing Automation Services 120

Marketing Automation Services Marketing Management Marketing Automation Automation 120

Customer Experience Matrix

NOVEMBER 18, 2009

One of the audience members at the B2B Marketing University in Boston asked about demand generation systems for small businesses, and how to distinguish among the vendors in general. My brief answer was that the biggest difference was less functionality than the target markets the different vendors pursue.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Demand Generation Agencies Demand Generation 120

Customer Experience Matrix

FEBRUARY 14, 2011

Now that I’m more or less finished launching the B2B Marketing Automation Vendor Selection Tool (VEST) , I can start catching up on the other topics. 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. But I digress.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation CRM Work Management 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

The Point

FEBRUARY 11, 2013

In 2011, she became President and CEO of Full Circle CRM , a company dedicated to helping VPs of Marketing use Salesforce.com to get accurate and useful performance data about marketing campaigns. HS: How are you different from marketing automation vendors like Eloqua or Marketo at addressing this issue?

Marketing Automation Services 100

Marketing Automation Services Salesforce.com Campaigns Budget Programs 100

Customer Experience Matrix

MARCH 2, 2015

The latest incarnation describes itself as “software for multi-channel marketing” but still provides core functions and connects with third party apps. These include Salesforce.com for CRM, InsideView and FullContact for data enhancement, Twilio for text messaging, Lob for postcards, Segment for event tracking, and GoodData for reporting.

Multi-Channel 120

Multi-Channel Marketing Automation Services Enterprise Management Marketing Management 120

Customer Experience Matrix

JANUARY 22, 2014

I’ve been gearing up for the next edition of our VEST report on B2B marketing automation systems, which involves catching up with established vendors and chasing down some new ones. nurture campaigns), and share leads with a CRM system like Salesforce.com. Here are highlights of several vendors I’ve looked at recently.

Marketing Automation Services 120

Marketing Automation Services Small Business Marketing Marketing Automation Automation 120

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. Of course, some vendors might disagree.)

Enterprise Management 120

Enterprise Management Work Management Marketing Management Paper 120

Customer Experience Matrix

JUNE 30, 2010

It's one example of how vendors are now competing to attract new users. This will put substantial pricing pressure on vendors who, in many cases, are already struggling to reach sustainable margins. Other vendors – notably Pardot – have followed a similar cost-removal strategy. Here’s where the free system comes back into play.

Loopfuse 120

Loopfuse Marketing Automation Services Enterprise Management Marketing Management 120

Webbiquity

JULY 12, 2016

Marketing automation software tools can be very helpful in making lead nurturing and sales acceleration efforts more effective—even if the category is badly misnamed. Pricing: contact vendor. Sample review: “The software, analytics, and support are amazing. Marketing can’t be automated.) Showcase reviews: SnapApp.

Marketing Automation Services 100

Marketing Automation Services Enterprise Management Marketing Automation Marketing Management 100

Customer Experience Matrix

FEBRUARY 13, 2014

Other than Raab Associates’ own VEST report , we’ve seen surveys of active buyers from Software Advice , usage figures based on direct observation from Mintigo and Venture Beat (using Datanyze) , and another broad-based survey from Pepper Global and Holger Shulze. This is a pretty common question so the answers were not very surprising.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Marketing Automation 120

Customer Experience Matrix

APRIL 10, 2014

More important, the value of platforms has been widely recognized through the tech industry for decades: classic examples include Salesforce.com ’s own AppExchange, Apple ’s iPhone AppStore, Microsoft ’s operating system software, and, going way back, the original IBM System 360. Let me be clear. I’d say this approach is debatable.

Marketo 120

Marketo Marketing Automation Services Conference Work Management 120

Leadspace

JANUARY 4, 2017

The real-time CRM and Marketing Automation data vendors (including Leadspace) should have another big year based on the growing acknowledgement that this type of service dramatically enhances the performance of these massive CRM and MA investments companies have made. It’s beautiful when it’s that simple, and this one is.

Enterprise Management 116

Enterprise Management Paid Content Marketing Management Marketing Automation Services 116

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, lives up to expectations. This is not exactly a best practice.)

Demand 120

Demand CRM Salesforce.com Studies 120

Customer Experience Matrix

FEBRUARY 9, 2012

New-ish marketing automation vendor NurtureHQ showed me its product recently. Other vendors have asked the same questions and reached the same conclusions. What they found “too hard” wasn’t the software, but the planning and content creation needed for serious marketing automation. That’s not a software problem.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Marketing Automation 120

Paul Gillin

FEBRUARY 22, 2011

Software Advice has posted a grid that presents a new way of looking at the social CRM market. More importantly, Marketing Director Houston Neal argues that social CRM actually doesn’t exist. Salesforce.com probably comes the closest, Neal argues, but even Salesforce doesn’t have all the pieces in place.

CRM 50

CRM Marketing Management Organization Salesforce.com 50

Customer Experience Matrix

OCTOBER 10, 2012

I originally saw SetLogik as a tool to associate marketing leads with sales opportunities, even when they are not connected directly within Salesforce.com. This has been sadly lacking in most B2B marketing automation systems, which supplement the Salesforce.com database with barely-extensible lead profiles and contact histories.

Enterprise Management 120

Enterprise Management Work Management Lead Ranking Marketing Management 120

Customer Experience Matrix

AUGUST 23, 2012

The non-specialist vendors such as IBM Unica and SAS, are not included in these figures but also have significant revenue in this segment. 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

JULY 21, 2009

It shows how specialized software can be much better at one function than general purpose systems. You may not want to replace your CRM system with Jesubi, but dedicated prospecting teams should take a close look. The system was originally developed for its own use by outsourced appointment generation vendor LeadJen.

Efficiency 120

Efficiency Marketing Automation Services Work Management Marketing Management 120

Customer Experience Matrix

JANUARY 8, 2009

The conversation has sharpened my own thinking on the subject and prompted a couple of conversations with vendors. Typically this is the company they work for, although there might be another relationship such as consultant or services vendor. This is a topic we do cover in the Guide, but not in the detail he needed.

Demand Generation Agencies 120

Demand Generation Agencies Demand Generation Demand Work Management 120

LeadSloth

MARCH 22, 2009

The plan is to go back to using only Salesforce.com with some cheap add-on tools for email, form submission and data quality. This changed over time: now the focus has shifted to pro-active outreach to a handful of executives, instead of targeting thousands of software developers. The Salesforce.com database has some big issues (e.g.

Marketing Automation Services 100

Marketing Automation Services LEADSExplorer netFactor Leadlander 100

Customer Experience Matrix

APRIL 26, 2011

There are plenty of other vendors serving micro-businesses. I’ve previously reviewed Genoo , which supplements the standard marketing automation features with Web hosting and built-in CRM but no shopping cart. See my List of Demand Generation Vendors for other options. MakesBridge is another contender. per month email product.

Small Business Marketing 120

Small Business Marketing Work Management Features Marketing Management 120

Customer Experience Matrix

OCTOBER 11, 2011

To me, it looks like a reaction to the success of other low cost small business systems, including HubSpot , Act-On Software , and Pardot. Those vendors have starting prices around $300 per month and offer built-in shopping carts and CRM. In other words, this is a price cut.

Small Business Marketing 120

Small Business Marketing Marketo Marketing Automation Services Work Management 120

Customer Experience Matrix

JULY 17, 2009

Summary: Right On Interactive's 5Buckets connects lists from external customer management systems with many types of output vendors (email, print, fax, text message, automated voice). Existing integrations are available for Salesforce.com, Exact Target , Avectra netForum (association membership), and RealPage (property management).

Multi-Channel 120

Multi-Channel Marketing Automation Services Demand Generation Agencies Advertising Channels 120

Customer Experience Matrix

DECEMBER 13, 2012

I chalk this up to their heritage as a content management vendor. Although I just compared SiteCore with decision management systems, its more immediate competitors are marketing automation vendors. Most decision managers assume content is best stored with the touchpoint systems, while SiteCore wants to store most content itself.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

OCTOBER 18, 2011

As you might have guessed from my recent list of B2C marketing automation systems , I’ve recently been spending some time helping consumer marketers to select vendors. The CRM integration can be set up in days, if not minutes, and next to no time is spent worrying about the marketing database design or update processes.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Automation Marketing Management 120

Customer Experience Matrix

JULY 15, 2013

If you’ve heard of Vocus at all, it’s probably as vendor serving public relations professionals. It lacks the Salesforce.com integration of B2B systems (due early next year), the lightweight CRM of micro-business systems, and the lead scoring and distribution of both.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Marketing Management Social Marketing 120