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| | CUSTOMER EXPERIENCE MATRIX
MAY 26, 2011 Oracle Real-Time Decisions Empowers Business Users
When a market first develops, it is filled with “point solutions” that do one function – say, send emails or analyze Web traffic. This is especially true in customer management, where new touchpoints – Web, mobile, social, etc. What this means in practical terms is that companies wishing to coordinate customer treatments across channels need to knit together their separate touchpoints. To some degree they also compete their ability to connect with data sources and touchpoint systems. One of the few dependable rules in the software industry is that Suites Win.
| | SAZBEAN
NOVEMBER 17, 2010 How P&G Designed Success with the Old Spice Guy Campaign
P&G carefully crafted the campaign to reach a specific market segment with an engaging message. Once they identified the segment that they wanted to reach, they chose the attributes of their product that were important to those people and reached out in a way that successfully engaged their target audience. Smell was clearly an important differentiator.
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