Customer Experience Matrix

JUNE 11, 2019

Specifically, they see Origami Logic as providing a “strong data architecture” that will “accelerate Intuit’s ability to organize, understand, and use data to deliver personalized insights that help customers quickly achieve success and build confidence whenever they use Intuit products.” Is there some commonality here?

Enterprise Management 253

Enterprise Management Marketing Management Analytics Acquisitions 253

Customer Experience Matrix

JUNE 27, 2021

In the world of customer data management, I’d say the reason for the new interest in building systems is that corporate IT is more involved than before. If the processes require capabilities that won’t be well supported in a low-code package, then custom-building the system is probably the best choice.

Work Management 296

Work Management Marketing Management Buy Ad Building 296

Customer Experience Matrix

MAY 2, 2021

But the discussion changes when Customer Data Platforms are involved.* Processing/Buy Advantage: a purchased CDP will have core CDP processes already built, saving the cost of custom development. This is especially helpful if the targets are legacy systems that are difficult to work with.

Work Management 292

Work Management Marketing Management Buy Ad Building 292

Customer Experience Matrix

DECEMBER 6, 2013

As I wrote last week , it sometimes seems that every system I look at these days is a Customer Data Platform. All were developed because someone else recognized the huge unmet need for getting better customer data to marketers. This makes it easier for marketers to build a comprehensive contact strategy from multiple campaigns.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Optimization 120

Customer Experience Matrix

OCTOBER 27, 2019

I believe the reason for these deals is that the buyers want to offer services that depend on unified customer data, but find it’s easier and cheaper to buy the necessary technology than to develop it internally. Competitors of the acquiring firms will feel pressure to offer similar services that help their clients deploy customer data.

Enterprise Management 257

Enterprise Management Work Management Marketing Management Paid Search Agency 257

Customer Experience Matrix

SEPTEMBER 18, 2023

The need for unified customer data has now been so widely understood for so long that we just naturally assume that more companies will have developed it. That has been true since the survey began in 2017 through last year’s survey: both CDP deployment and presence of a unified customer database have increased steadily.

Enterprise Management 177

Enterprise Management Work Management Marketing Management Lead Ranking 177

Customer Experience Matrix

DECEMBER 16, 2018

It’s been quite fascinating to watch the Customer Data Platform industry develop over the past few years. So far, we’ve seen two main trends emerge: extension of CDP product scope beyond the core of building the customer database itself and expansion into new industries. Both shed light on what we can expect to happen next.

Enterprise Management 278

Enterprise Management Work Management Marketing Management Marketing Automation Services 278

Customer Experience Matrix

MARCH 23, 2017

I was asked the other day about the distinction between Customer Data Platforms and Journey Orchestration Engines. It's not clear the answer helped, but it did get me thinking about clarifying with a Venn diagram. It's not clear the answer helped, but it did get me thinking about clarifying with a Venn diagram. You betcha.

Marketing Automation Services 185

Marketing Automation Services Enterprise Management CRM Marketing Automation 185

Customer Experience Matrix

JULY 27, 2018

It’s nearly a year since Gartner placed Customer Data Platforms at the top of its “hype cycle” for digital marketing technologies. Let’s start with the “Contrarian’s View”, written by Lisa Loftis, a customer data industry veteran who current works for SAS. But we should still take a look at the underlying arguments. She’s right.

Enterprise Management 149

Enterprise Management Work Management Marketing Management Vendors 149

Customer Experience Matrix

DECEMBER 13, 2020

Retailers like Walmart, Kroger, Target, and CVS have all started their own ad networks , drawing on their own customer data. Traditional publishers like Meredith have collected their formerly-scattered customer data to enable cross-channel, individual-level targeting. Compilers like Neustar and Merkle are also entering the business.

Marketing AI 367

Marketing AI Privacy Peer-to-peer Amazon 367

Customer Experience Matrix

FEBRUARY 18, 2018

Like an imminent hanging, the looming execution of the European Union’s General Data Protection Regulation (GDPR) has concentrated business leaders’ minds on their customer data. This has been a boon for Customer Data Platform vendors, who have been able to offer their systems as solutions to many GDPR requirements.

Enterprise Management 189

Enterprise Management Work Management Marketing Management Paid Search Agency 189

Customer Experience Matrix

MARCH 29, 2010

Summary: thinkAnalytics provides a robust decision engine to help make optimal recommendations across channels. Its most common applications, churn reduction for telecommuncations companies and content recommendations for video-on-demand services, are in situations where customers explicitly identify themselves, so this is not an issue.

Enterprise Management 120

Enterprise Management Ideal Customer Profiles Marketing Automation Services Marketing Management 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

NOVEMBER 30, 2016

The Customer Data Platform Institute (which is run by Raab Associates) on Monday published results of a survey we conducted in cooperation with MarTech Advisor. But it’s a rich set of data so this post will highlight some other helpful insights. All central customer databases are not equal.

Marketing Automation Services 120

Marketing Automation Services Ad Building Marketing Management Budget Programs 120

Customer Experience Matrix

SEPTEMBER 3, 2018

Duke Fuqua’s most recent CMO Survey found that use of online (first party) customer data has grown at 63% of companies in the past two years while just 31% expanded use of third party data. These go beyond lists of target customers or comparing anonymized online and offline data. It then executes tailored online marketing campaigns.

DemandBase 199

DemandBase Lead Ranking Paid Search Agency Work Management 199

Customer Experience Matrix

FEBRUARY 2, 2018

Today, they gather data from all sources, map it to a client-tailored version of a 100+ table data model, and expose the results to analytics and customer engagement systems as in-memory profiles. Does that make them a Customer Data Platform? More important, they do what CDPs do: gather, unify, and share customer data.

Ideal Customer Profiles 136

Ideal Customer Profiles Profiling Enterprise Management Marketing Management 136

Customer Experience Matrix

OCTOBER 4, 2016

Three announcements caught my eye, all highlighting the increasing attention being paid to customer data. 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.

DemandBase 166

DemandBase Ideal Customer Profiles Marketing Management Cross-Selling 166

Customer Experience Matrix

APRIL 1, 2020

Customer Data Platform vendor Amperity reported a less rosy result in its COVID-19 Retail Monitor , which draws data from Amperity’s retail clients. PR agency Global Results Communications just launched a COVID-19 Job Board to help people find work. 40% feel brands should avoid “humorous tones”.

Paid Search Agency 240

Paid Search Agency Companies Advertising Agencies Business 240

Customer Experience Matrix

NOVEMBER 9, 2017

The main reason is probably that modern marketing revolves around customer data and customer-facing systems, which are still managed by a corporate resource (not necessarily IT: could be Web development, marketing ops, or an outside vendor). But customer experiences span multiple users, departments, and systems.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Budget Programs 120

Customer Experience Matrix

MARCH 11, 2017

More concretely, it conflicts with the internally-integrated marketing clouds and customer engagement platforms that some marketing departments have purchased to reduce complexity. Rather, what’s happening here is a good-faith effort by IT managers to help their company and its customers. This also reduces marketing autonomy.

Enterprise Management 149

Enterprise Management Marketing Management Marketing Proposals Paper 149

Customer Experience Matrix

MARCH 18, 2018

For the past year, the most common question about Customer Data Platforms has been how they differ from Data Management Platforms. This is where good delivery resources can be helpful: it’s much easier to deliver value with a use case that involves direct customer interaction and, thus, the opportunity to increase revenue or reduce costs.

Ideal Customer Profiles 136

Ideal Customer Profiles Barriers Analysis Trigger Marketing 136

Customer Experience Matrix

APRIL 27, 2017

For example, prebuilt campaign templates typically require users to create or customize the actual content, and often require them to set up campaign flows following cookbook-style directions. When customization is unavoidable, Propel will let campaign designers build wizards that ask users key questions.

Marketing Automation Services 0

Marketing Automation Services Marketing AI Work Management Marketing Management 0

Customer Experience Matrix

JUNE 7, 2017

Pega sells software that improves the efficiency of company operations such as claims processing and customer service. It places a strong emphasis on meeting customer needs, both through predictive analytics to anticipate what each person wants and through interfaces that make service agents’ jobs easier.

Marketing AI 120

Marketing AI Marketing Management Conference Press 120

Customer Experience Matrix

JANUARY 12, 2019

And I suspect that many buyers prefer to work with a local firm, especially for customer-facing functions such as personalization where knowledge of local buyers is important. Are there any trends that might help to predict the future? This matters because markets still have considerable national differences.

Vendors 136

Vendors Stats Paid Search Agency Advertising Agencies 136

Customer Experience Matrix

MARCH 6, 2016

I spent part of last week at ICON16, Infusionsoft ’s annual combination of customer conference, revival meeting, and group therapy session for small business owners. This all makes perfect sense and is wholly consistent with Infusionsoft’s historical focus on helping small business grow. million $1.6 million $1.6

Small Business Marketing 120

Small Business Marketing Work Management Marketing Management Planning 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 HubSpot’s tool helps marketers find the best topics to try to dominate with their content.

Marketing Automation Services 0

Marketing Automation Services Hubspot Conference Marketing Automation 0

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

JUNE 20, 2018

Google also announced several enhancements last week that help retailers display their inventory on-line and drive traffic to local stores. The offering includes ten different attribution models and lets users drill into results by customer segments, campaigns, and keywords.

Marketing Management 120

Marketing Management Cross-Selling Mobile Advertising Newsletter 120

Customer Experience Matrix

MARCH 29, 2017

But the IDC figures show that sales and customer service spend more on tech than marketing. So, when it comes to customer-facing systems, marketers shouldn’t expect other departments to simply adopt marketing systems as a new core. Nor are enterprise IT teams usually experts at the finer points of customer data management.

Enterprise Management 120

Enterprise Management Work Management Spending 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. Both also had a reasonable notion of what a CDP does.

Multi-Touch Attribution 136

Multi-Touch Attribution Marketing AI Work Management Marketing Management 136

Customer Experience Matrix

JULY 3, 2014

This puts vendor at the center of the marketing operations, helping them to retain clients and charge higher fees. The gist of contextual marketing, in StrongView''s definition, is to tailor customer treatments to the current situation (location, device, environment, past behaviors, etc.), Still, articulation is just a first step.

Work Management 120

Work Management Marketing Management Marketing Automation Services Paid Search Agency 120

Customer Experience Matrix

SEPTEMBER 30, 2014

Content Marketing Integration Workbook provides a set of checklists to help marketers understand how to integrate content marketing with their other marketing programs at the strategic, operational, and technical levels.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Vendors Paper 120

Customer Experience Matrix

OCTOBER 24, 2014

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. Because it knows what to expect, the system can easily load customer data and sales results from those systems.

Lead Ranking 120

Lead Ranking Lead Scoring Automation Salesforce.com 120

Customer Experience Matrix

APRIL 13, 2017

In practical terms, it means Monetate can give each client a unique data structure, can rapidly add new data types and individual pieces of data, and can maintain a complete, up-to-the-moment profile for each customer. Of course, the system still has some standard events shared by all clients, such as orders and customer service calls.

eCommerce 120

eCommerce Personalization Ideal Customer Profiles Marketing Management 120

Customer Experience Matrix

APRIL 27, 2020

I’ve recently been running workshops to help companies plan deployment of their Customer Data Platforms. Much of the discussion revolves around defining use cases and, in particular, deciding which to deliver first.

Ad Building 227

Ad Building Paid Search Agency Work Management Marketing Management 227

Customer Experience Matrix

APRIL 15, 2015

Those struck me as strategically valuable, helping to secure Marketo’s place at the center of its users’ customer management infrastructure. It also probably helps that people buying predictive systems are generally more sophisticated marketers. I’ll try to write about them once that happens.

Lead Ranking 120

Lead Ranking Marketing Automation Services Marketo Marketing Automation 120

Customer Experience Matrix

DECEMBER 14, 2016

.* The company offers what it calls an omnichannel marketing platform that builds a unified customer database, manages marketing campaigns, and generates personalized Web and email messages. The system can also look up information about a specific customer in real time if an ID is provided.

Marketing Management 120

Marketing Management Bundling Marketing Automation Services Personalization 120