Customer Experience Matrix

MARCH 14, 2017

They all ingest data from multiple sources; convert it into unified customer profiles; apply rules and analytics to find the best message for each customer in each situation; and, send those messages to external systems for delivery. Unified customer profiles make these products look like Customer Data Platforms.

Ideal Customer Profiles 214

Ideal Customer Profiles Work Management Terms and Conditions Elasticity 214

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

JANUARY 13, 2014

The Backbone Platforms are, indeed, platforms that support most Experience and Operations systems, enabling those systems to focus on particular tasks without creating complete customer management environments of their own. Try as I might, I couldn’t rearrange the boxes to show the relationships correctly.

Work Management 120

Work Management Marketing Management Planning Paid Search Agency 120

Customer Experience Matrix

MAY 21, 2015

These were solid and comprehensive, although Teradata continues to make an unfashionable distinction between “omni-channel” marketing, which is conventional relationship marketing across all channels, and “digital” marketing, which is Web and email marketing. This all strikes me as correct, if not downright futuristic.

Resource Management 120

Resource Management Hubspot Marketing Automation Services Enterprise Management 120

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 13, 2016

The key feature of these systems is they select customer treatments based on movement through a journey map. The systems also assemble the unified customer database needed to track customer journeys. This, of course, is a function they share with Customer Data Platforms. until recently.

Marketing Automation Services 120

Marketing Automation Services Work Management Ideal Customer Profiles Marketing Management 120

Customer Experience Matrix

JULY 1, 2015

Today’s marketing stack is still largely about tools to manage direct interactions between customers and the company. Customer activities with anyone other than the company are largely invisible to the company. Each of these worlds is very different from the others. The "robotech" world brings yet another radical shift.

Work Management 120

Work Management Marketing Management Planning Paid Search Agency 120

Customer Experience Matrix

SEPTEMBER 30, 2016

I’ve spent a lot of time recently talking to Customer Data Platform vendors, or companies that looked like they might be. One that sits right on the border is Reltio , which fits the CDP criteria* but goes beyond customer data to all types of enterprise information.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Ideal Customer Profiles 120

Customer Experience Matrix

DECEMBER 13, 2013

Eastern time on Wednesday, December 18 and register for the Webinar I’m co-presenting with RedPoint Global on Customer Data Platforms. In addition to uncovering the secret relationship between cuneiform and Justin Bieber, you’ll learn about our latest discovery: a new species of Customer Data Platform, bringing the known total to four.

Webinar Metrics 120

Webinar Metrics Marketing Conversion 120

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

MAY 4, 2011

Intuit has more than 4 million customers, compared with 90,000 for Salesforce.com. The lack of accounting data is an important gap, because the accounting system is the ultimate source for information on customer identities and transactions. But it does make sense. The revenue differential isn’t as large ($3.5 billion for Intuit).

Salesforce.com 120

Salesforce.com Marketing Automation Services Marketing Management Small Business Marketing 120

Customer Experience Matrix

MAY 17, 2016

The joke in that is, there’s no such thing: you’d no more want a separate ABM stack than you’d want a stack for people in California or customers in the insurance industry. My own talk, not surprisingly, will be about the technology behind ABM – or, more precisely, how to build an ABM marketing technology stack.

Account Based Marketing 149

Account Based Marketing Conference ABM Funnel Advertising 149

Customer Experience Matrix

JUNE 2, 2016

But the company uses the language of journeys and customer data stores. So although they see themselves as enabling all kinds of business processes, I think it’s fair to view them largely in the context of customer management. Its self-description is “the first unified platform for orchestrating business operations”.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Rules 120

Customer Experience Matrix

AUGUST 16, 2015

For the social media marketing paper, we defined eight goals: attract attention, build brand reputation, generate qualified traffic, generate qualified leads, nurture relationships with leads, retain and grow existing customers, provide customer support, and gather market intelligence.

Paper 120

Paper Social Media Social Marketing High Quality Lead 120

Customer Experience Matrix

SEPTEMBER 11, 2013

Custom filters across all field types, check. We''re generally satisfied with customer support: phone calls aren’t always answered immediately, but after about a minute on hold, a very nice lady picks up the line and offers to take a message. Build contact lists, check. Mass emails, check. Opportunities linked to campaigns, check.

CRM 120

CRM Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

MAY 5, 2016

But Engagio's latest product, Engagio PlayMaker, actually does occupy a space in between marketing, sales development, field sales and customer success by connecting them without replacing existing marketing automation, CRM, or customer success systems. It can also execute batch plays that apply to multiple accounts.

Account Based Marketing 120

Account Based Marketing Marketing Automation Services Service Paid Search Agency 120

Customer Experience Matrix

APRIL 4, 2014

It can also accept other market and industry data, as well as a company’s own Web analytics, customer purchases and service interactions. Software agents constantly scan this data for trends, which could include connections, correlations, overlaps, clusters, or other relationships. Interpretation.

Social Media 120

Social Media Enterprise Management Trends Work Management 120

Customer Experience Matrix

APRIL 15, 2014

Every consulting engagement I do starts with the relationship between business strategy and marketing technology.** More concretely, “make money” is a goal; “make money by building high quality products for which customers will pay a premium” is a strategy. close customer relationships). Bluff called.

Marketing Strategy 120

Marketing Strategy Marketing & Strategy Planning Business 120

Customer Experience Matrix

MAY 12, 2015

Those firms have very specific requirements for balancing central control over content and brand image with the agents’ desire for flexibility and personal client relationships. This is especially important for businesses that pay commissions to the customer’s original salesperson. Salespeople can also set up their own contents.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Microsite Automation 120

Customer Experience Matrix

OCTOBER 20, 2016

The need for a Customer Data Platform – a marketer-controlled, unified, persistent, accessible customer database – applies equally to business and consumer marketing. Indeed, many of the firms I originally identified as CDPs were lead scoring and customer success management vendors who serve primarily B2B clients.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

JULY 7, 2015

I’ve been thinking about this because so my own predictions are premised on increasingly detailed knowledge about customers and prospects. Both the “madtech” vision of broad access to third-party data and the “robotech” vision of delegating decisions to machines assume that effectively complete data will be available about each customer.

Paid Search Agency 120

Paid Search Agency Planning Ideal Customer Profiles Ad Exchange 120

Customer Experience Matrix

DECEMBER 18, 2012

If I had to predict one thing that isn’t utterly obvious, it's that B2B marketers will be more involved with managing customer relationships after the initial sale. The task is really the same as a sophisticated lead nurturing campaign: to monitor customer behavior and respond appropriately.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Marketing Management Automation 120

Customer Experience Matrix

JULY 17, 2015

Of course, customers are assigned to segments based on their individual behavior and other attributes, but once someone is in a segment, the segment-based system ignores individual differences. Other methods build segments based on customer life stage, demographics, and similar broad attributes.

Work Management 120

Work Management Segmentation Analytics Automation 120

Customer Experience Matrix

NOVEMBER 15, 2007

The “Customer Relationship Management” Solution Line has 13 subcategories of its own (clearly no triskaidekaphobia here), ranging from “Credit Scoring” to “Web Analytics”. Of the 13 products listed under Customer Relationship Managment, I can immediately identify three as based on acquisitions, and believe there are several more.

Resource Management 120

Resource Management Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

APRIL 10, 2014

Marketo placed these changes in the context of unveiling itself as “customer engagement platform”. Consumers are intuitively reluctant to accept the monopoly relationship, but usually trade away their freedom because no other choice available or in exchange for convenience and low total cost.

Marketo 120

Marketo Marketing Automation Services Conference Work Management 120

Customer Experience Matrix

APRIL 11, 2011

The relationship between that extension and scalability is a bit complicated, but it boils down to this: combined information lets marketers control the number of ads served to individual consumers across both types of media buys, which segment-level purchases do not. So it’s definitely a good start.

Conference 120

Conference Advertising Channels Ad Frequency Ad Exchange 120

Customer Experience Matrix

OCTOBER 14, 2014

The market for Customer Data Platforms is still young, which means that products have yet to converge on a standard set of features. The only thing that’s certain is a CDP will create a multi-source database of customer information. But each adds value that makes a system easier to sell than a database alone.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Multi-Channel 120

Customer Experience Matrix

FEBRUARY 19, 2015

Looking back once more at last month’s post on the future of marketing data , you may recall that I briefly mentioned the intriguing rise of Web tag management systems as platforms to integrate customer data. Sounds like a Customer Data Platform to me. Tealium highlighted the topic on Tuesday with $30.7

Tagging 120

Tagging Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

OCTOBER 29, 2015

When I first described Customer Data Platforms two and half years ago, all the vendors offered an application such as predictive analytics or campaign management in addition to the "pure" CDP function of building the customer database. This means Openprise doesn’t meet the technical definition of a CDP.

Work Management 120

Work Management Marketing Management Marketing Automation Services Lead Ranking 120

Customer Experience Matrix

AUGUST 22, 2011

He made an intriguing distinction between problems solved with the customer's money (good opportunities) and problems solved with the customer’s time (not so good, because it’s harder to generate transaction that will yield a commission).

Churn Rate 120

Churn Rate Paid Search Agency Ethics Aggregators 120

Customer Experience Matrix

MARCH 16, 2016

If there’s a gap between this and letting a computer just manage the whole relationship without any human involvement, it’s almost too small to worry about. to build personas by analyzing a sample of your existing customers. Users see attributes for each persona such as interests, titles, functions, tenure, and average deal size.

Ad Building 120

Ad Building Work Management Ideal Customer Profiles Marketing Management 120

Customer Experience Matrix

FEBRUARY 25, 2015

The talk had turned to the industry in general and I was ticking through my usual list of trends – external data, predictive modeling, sales enablement, advanced attribution, adtech and martech integration, local/partner marketing systems, all-in-one systems, content creation support, and of course customer data platforms.

Marketing Automation Services 120

Marketing Automation Services Top of Funnel Marketing Funnels Marketing Automation 120

Customer Experience Matrix

MARCH 22, 2010

It now offers a relationships relationships ranging from full-service to self-service, with a particular focus on full-service solutions for mid-tier businesses and on special programs for very large enterprises. Customer data can be loaded via API posts or self-service file uploads. Campaigns are based on business rules.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Multi-Channel 120

Customer Experience Matrix

JUNE 11, 2015

Identifying these relationships gives a much more accurate understanding of how often each item is used and how well it is performing. Highspot now has more than 100 customers, including a mix of paid and unpaid. Without this grouping, results from the system could be highly misleading.

Top of Funnel 120

Top of Funnel Salesforce.com Advertising Funnels Advertising Agencies 120

Customer Experience Matrix

MAY 24, 2007

Accenture released an intriguing study (registration required) earlier this week contrasting the views of high-tech executives and their customers regarding after-sales support. First, it shows that customers just don’t find service technology all that helpful. Twenty two percent actually said service had gotten worse.

Studies 120

Studies Customer Satisfaction Service FAQ 120

Customer Experience Matrix

FEBRUARY 27, 2013

The fundamental reason is that marketing is ever-more-closely related to other business activities, as companies strive to provide an integrated customer experience. Clients prefer to buy complete, integrated suites for all customer-management functions. I wholly agree with the theory. But, alas, that’s not how Oracle does it.

Eloqua 120

Eloqua Marketo Marketing Automation Services Marketing Management 120

Customer Experience Matrix

JUNE 28, 2010

Summary: Saffron Technology provides an analytical database that explores relationships among entities and their attributes. Sets could contain all nouns (Jack-Jill-hill), which can be useful even if the precise relationship among the items isn’t known. Customer systems have been in the one-terabyte range.

Organization 120

Organization Analysis API Statistics 120