Customer Experience Matrix

MARCH 5, 2009

Yes, some features apply more to simple marketing programs and others to complex programs. Every company has a specific set of needs that are addressed by a specific set of features. In a study as broad-ranging as the Raab Guide, any one of those features will get lost when you aggregate scores into broad categories.

Lead Scoring 120

Lead Scoring Lead Ranking Demand Generation Work Management 120

Customer Experience Matrix

NOVEMBER 15, 2012

To gather this information systematically, I need a framework that lists standard features and options within those features. This includes the touchpoints (customer-facing execution systems), such as Web sites and call centers, and other systems with relevant data, such as order processing and marketing databases.

Marketing Management 120

Marketing Management Marketing Automation Services Multi-Channel Touchpoints 120

Customer Experience Matrix

MARCH 30, 2009

Of products I’ve written about recently, Infusionsoft is the best example of this, extending beyond sales and marketing all the way to order processing. Emails and postcards can include a personalized URL to help with tracking. So it’s pretty common for small-business-oriented systems to support both marketing and sales.

Demand Generation 120

Demand Generation Small Business Marketing Cost Demand 120