Customer Experience Matrix

JUNE 5, 2007

I’ve been continuing my research into marketing performance measurement. I saw a couple of examples where a dashboard graph displayed two measures that represent trade-offs: say, inventory level vs. out-of-stock conditions, or call center time per call vs. call center cross-sell revenue.

Cross-Selling 120

Cross-Selling Display Marketing Report Positioning 120

Customer Experience Matrix

AUGUST 30, 2007

I’d further suggest that many standard marketing measures, such as margin analysis, cross-sell ratios, and retail coverage, address those areas directly. Same for product testing and cross-sales promotions. Early-stage product development is driven by market research, for example.

Paid Search Agency 120

Paid Search Agency Ads Cross-Selling Distribution 120

Customer Experience Matrix

SEPTEMBER 9, 2009

Of all that research I mentioned last week , two pairs of facts stood out. With database marketing, post-sales contacts become important for cross-sell, upsell and retention. Social media is the latest stage in this evolution. At most they ask for service if there’s a problem. The following table summarizes these dimensions.

Social Media 120

Social Media Narrowcasting Media Database Marketing 120

Customer Experience Matrix

OCTOBER 19, 2006

It found that companies making “best in class” use of precision marketing tools—which apparently means treating customers differently based on their value—enjoy higher customer retention, cross-sell and up-sell revenues, and customer satisfaction than companies that don’t.

Studies 120

Studies Marketing Management Paid Search Agency Cross-Selling 120

Customer Experience Matrix

MARCH 23, 2011

In fact, the company’s research has found that nearly half its clients do almost no email, using the system instead primarily for sales automation and service. Vendors selling to larger companies have also been stressing education.

Work Management 120

Work Management Marketing Automation Services Marketing Management Marketing & Strategy 120

Customer Experience Matrix

JANUARY 14, 2019

An astonishing 68% believe brands sell their data. Similarly, European marketers show consistently but slightly lower adoption of advanced marketing systems such as DMP, cross-channel engagement, and flexible attribution models. 16 Salesforce Research, Fifth Edition State of Marketing 2019. 8,002 consumers in U.S.,

Customer Surveys 149

Customer Surveys Marketing Attribution Enterprise Management Personalization 149

Customer Experience Matrix

MAY 27, 2014

By sophisticated, I means that recommendations are based on individual and group behaviors, can aim at upsell, cross sell, top sellers, or personal history; and can be modified based on user-specified rules for exclusions, promoted items, filters such as gender or region, or particular categories.

Paid Content 120

Paid Content Paid Search Agency Ideal Customer Profiles Advertising Agencies 120