Customer Experience Matrix

NOVEMBER 17, 2006

In this case, the quote is from UK-based marketing services provider Ion Group ( [link] ). Still, there is a clear message here: the top three items all boil down to service. Ion’s list is limited mostly to service considerations. Yet value is typically considered a combination of quality, service and price. Fair enough.

Customer Surveys 120

Customer Surveys Service Fulfillment Loyalty 120

Customer Experience Matrix

DECEMBER 15, 2006

Contrary to my initial impression that “customer centricity” was the major topic at the National Center for Database Marketing conference this week, a close look at the program shows just four of the 45 sessions had this as their focus. I count 37 service vendors and 17 software companies. Reality can be so annoying.

Marketing Management 120

Marketing Management Planning Paid Search Agency Multi-Channel 120

Customer Experience Matrix

JANUARY 22, 2007

Sterling Commerce, which provides software for sharing data across organizations, recently (well, last August) published “The Four Rules for Ensuring Customer Loyalty in a Competitive Retail Climate” available here (registration required). This lets them increase sales without investing in added inventory or services.

SIC 120

SIC Cross-Selling Cable Advertising Agencies 120

Customer Experience Matrix

JUNE 2, 2018

Loyalty systems and coupons. Most blockchain-based loyalty and coupon schemes also propose payment in a cryptocurrency. But it's not that simple: each vendor in the adtech space is providing some useful service in exchange for its fees. So any blockchain solution would need to replicate those services or make them unnecessary.

Marketing Management 120

Marketing Management Marketing Proposals Ad Exchange Copyright 120

Customer Experience Matrix

NOVEMBER 28, 2015

Can free toasters* and a loyalty card be far behind? Model Factory starts by importing data in known structures, so users still need to set up the initial inputs and do things like associate customer identities from different systems. Banks used to give away free toasters to attract new customers. The "how" is more complicated.

Analytics 120

Analytics API Work Management Salesforce.com 120

Customer Experience Matrix

APRIL 10, 2014

Marketo placed these changes in the context of unveiling itself as “customer engagement platform”. This requires a large customer base, easy access by app developers, enough power to be useful, and a barrier that keeps the monopoly intact. Indeed, Marketo seems to imply as much with the term “customer experience platform”.

Marketo 120

Marketo Marketing Automation Services Conference Work Management 120

Customer Experience Matrix

APRIL 27, 2007

One is this notion of “on demand” customer analytics, and what it says about the concept of “on demand” software in general. Thoughts of on demand analytics are of course prompted by yesterday’s purchase of Loyalty Matrix by Responsys , which Responsys described as a step toward becoming an “on demand marketing company.”

Demand 120

Demand Enterprise Management Marketing Management Lead Ranking 120

Customer Experience Matrix

OCTOBER 13, 2006

One set of vendors that caught my eye were those helping companies to engage with customers outside of the normal purchasing process. Such applications are not new, but they highlight the importance of experiences that treat customers as part of a community. Community appears throughout the Customer Experience Matrix.

Communities 120

Communities Lead Scoring Lead Ranking Ad Building 120

Customer Experience Matrix

MAY 11, 2007

This is the third recent acquisition by a email service provider—the others being Kefta by Actiom Impact and Loyalty Matrix by Responsys. It’s certainly a good thing for customers who will benefit from working with fewer systems while creating more tightly integrated Web and email campaigns.

Vtrenz 120

Vtrenz Press Acquisitions Loyalty 120

Customer Experience Matrix

NOVEMBER 3, 2006

I saw a fascinating presentation yesterday by Thomas Fellger, CEO of iconmobile GmbH ( www.iconmobile.com ) , Berlin-based developer of applications and services for mobile communications. The notion I found most striking was the cell phone as a consumer’s “remote control” to access other media.

SMS 120

SMS Mobile Marketing Trigger Marketing Advertising Mediums 120

Customer Experience Matrix

JUNE 26, 2007

Plenty of publishers, library management systems and book shelf builders, none of which are particularly relevant to this blog (although there was at least one “loyalty” system for library patrons). I found myself wandering the aisles at the American Library Association national conference over the weekend.

Aggregators 120

Aggregators Pricing Price Loyalty 120

Customer Experience Matrix

OCTOBER 10, 2011

It can also combine the scoring rules with custom database queries to further refine how they trigger system activities. The campaigns can run once, repeat automatically at user-specified intervals, or be triggered by standard events or custom SQL queries. Beanstalk sees its marketing services as a major point of differentiation.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Marketing Automation 120

Customer Experience Matrix

MAY 5, 2023

And, also as the classical economists dream, the buyers will be entirely rational, not swayed by emotional appeals, brand identity, or personal loyalties. (At Farming and manufacturing have been shrinking for decades and AI is likely to take over many of the remaining service jobs. As workers, humans are in trouble.

Enterprise Management 177

Enterprise Management Work Management Marketing Management Copywriting 177

Customer Experience Matrix

JANUARY 3, 2017

Everyone loves a good origin story* and Boxever has a classic: the company started as system to recommend add-on purchases on airline booking sites but found that prospects lacked access to customer data, so it pivoted to build customer databases. Boxever’s foundation is the customer database. customers), sessions, and orders.

Ideal Customer Profiles 0

Ideal Customer Profiles Paid Search Agency Classified Ads Rules 0

Customer Experience Matrix

JUNE 2, 2011

The unified data structure allows unified reporting across the customer buying process. Important capabilities include “adaptive” program flows, which vary depending on customer behavior; advanced Web pages and forms; automated content recommendations; and several types of asset templates.

Work Management 120

Work Management Marketing Management Marketing Automation Services Market2Lead 120

Customer Experience Matrix

DECEMBER 21, 2011

(Before I change topics, other key points about Empathy Logic are: product is about one year old; uses Pentaho open source software for data integration and business intelligence; runs on the Amazon EC2 cloud infrastructure; and charges $10,000 to $20,000 per month for its services.)

Marketing Automation Services 120

Marketing Automation Services Digital Asset Management Work Management Marketing Management 120

Customer Experience Matrix

NOVEMBER 6, 2007

Most of the sponsors are offering services related to online ad networks. It’s hard to get a clear picture from its Web site, but my understanding is that Datran both provides conventional email distribution services via its Skylist subsidiary and helps companies purchase use of other firms’ email lists. But I can’t see a reason.)

Paid Search Agency 120

Paid Search Agency Ads Ad Exchange Media 120

Customer Experience Matrix

OCTOBER 11, 2006

The Vtrenz series is long for this sort of thing: three 16-page papers, one each on nurturing, growing and retaining customers. satisfaction is not the same as loyalty. Customers can be perfectly satisfied with a product but are not loyal unless they feel some reason to choose it over competitors. Fair enough.

Vtrenz 120

Vtrenz Enterprise Management Marketing Management Marketing Automation Services 120