Customer Experience Matrix

DECEMBER 15, 2006

This includes three related to multi-variate testing (e.g. I counted six sessions on customer list acquisition and enhancement; five related to marketing programs such as loyalty and multi-channel coordination; four on being cuustomer-centric; three on business-to-business marketing; and two concerned with marketing results measurement.

Marketing Management 120

Marketing Management Planning Paid Search Agency Multi-Channel 120

Customer Experience Matrix

FEBRUARY 2, 2010

Thus, multi-step marketing campaigns or highly structured interaction dialogs are less useful than simply giving people a variety of choices and letting them guide the process for themselves. Digital marketing also supports such testing.

Database Marketing 120

Database Marketing Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

JULY 14, 2017

Basically, the system is still what it was: a Customer Data Platform that includes predictive modeling, content creation, and multi-step campaigns. The system still shows the counts for how many segment members are addressable via email, display ads, push, and SMS. So let’s do a quick update. This is another relatively rare feature.

Features 120

Features Enterprise Management SMS Multi-Channel 120

Customer Experience Matrix

MAY 20, 2017

These include what data is available, how messages are chosen, which channels are supported, and how the system is implemented. Specifically, users create “experiences” that usually relate to a single position on a Web page or single message in another channel. Implementation: this also varies by channel.

Advertising Channels 120

Advertising Channels Personalization Multi-Channel API 120

Customer Experience Matrix

MAY 28, 2015

It involves not just listing interactions or displaying them in a diagram, but also analyzing their contents, results, and supporting systems. The findings are organized into a list of customer interactions, which are classified by journey stage, channel, department, emotional outcome, segment, and other properties.

Paid Search Agency 120

Paid Search Agency Multi-Channel API Display 120

Customer Experience Matrix

MAY 27, 2014

Recommendations can appear on Web pages, mobile devices, display ads, or emails (where recommendations are updated by calls to the central server each time the email is opened). This degree of control is usually reserved for advanced interaction management systems.

Paid Content 120

Paid Content Paid Search Agency Ideal Customer Profiles Advertising Agencies 120

Customer Experience Matrix

JANUARY 3, 2017

The timeline can be displayed to customer service agents or used as inputs for automated decisions. Parameters vary depending on the channel that will deliver the offer and can include text, images, Web links, products and prices (which can be validated against external systems), and other components of the message to be delivered.

Ideal Customer Profiles 0

Ideal Customer Profiles Paid Search Agency Classified Ads Rules 0

Customer Experience Matrix

SEPTEMBER 19, 2013

These systems build a multi-source marketing database from the client’s own data and either recommend marketing treatments to execution systems or execute marketing campaigns directly. These systems build a database of customers and their responses to online display advertisements. Audience management.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

FEBRUARY 24, 2014

Since I just wrote last Friday about how DMPs integrate with marketing automation to unify customer treatments in Web advertising and direct channels, I’m tempted to just point you to that post for an explanation of how this works and why it matters.

Enterprise Management 120

Enterprise Management Marketing Automation Services Work Management Marketing Management 120

Customer Experience Matrix

MARCH 29, 2016

It’s even more different from taking conventional multi-step campaigns and calling them "journeys”. Tactics have owners, budgets, start and end dates, revenue targets, types (usually a channel or asset) and other attributes such as journey stage, audience, business unit, geography, and language. These can be tailored to each client.

Work Management 120

Work Management Marketing Management Multi-Touch Attribution Optimization 120

Customer Experience Matrix

AUGUST 19, 2016

Bear in mind that customized messages and state-based flows (which are roughly equivalent to multi-step campaigns) are widely available in general purpose systems not covered in the ABM Guide, so the low counts here don't mean they are really hard to find. They often specialize in channels such as display ads.

Work Management 120

Work Management Marketing Management Marketing Automation Services Account Based Marketing 120

Customer Experience Matrix

OCTOBER 8, 2014

We’ve seen this coming for some time but it’s now much more obvious as marketing automation vendors like Oracle and Adobe , display ad targeters like Bizo (now part of LinkedIn ) and Demandbase , and even tag managers like Signal (formerly BrightTag) and Tealium come at the challenge from different directions. Advanced attribution.

Work Management 120

Work Management Marketing Management Multi-Touch Attribution Planning 120

Customer Experience Matrix

JUNE 25, 2015

What made it modern was a standard relational database(2) and multi-step campaigns that that sent users down different paths depending on their actions during the campaign. The system displayed each campaign as a set of boxes connected with lines to represent movement of customers from one step to the next.

Work Management 120

Work Management Marketing Management Marketing Automation Services Marketing Automation 120

Customer Experience Matrix

NOVEMBER 15, 2012

The session reducing workload and helps to run multi-step dialogues. This simplifies training and facilitates integrated, cross-channel customer treatments. The results are usually displayed in a slot on a Web page or call center screen, although they could also be presented in an email, mobile device, or other channel.

Marketing Management 120

Marketing Management Marketing Automation Services Multi-Channel Touchpoints 120

Customer Experience Matrix

JANUARY 31, 2014

The approach is organized around events, such as an email open or click: there are different events for different channels, and each event can be assigned points for lead scoring, goals for behavior tracking, and costs for reporting.

Marketing Automation Services 120

Marketing Automation Services Digital Asset Management Marketing Management Marketing Automation 120

Customer Experience Matrix

FEBRUARY 15, 2007

Here’s an intriguing claim: a February 2 press release from SAS UK touts “SAS for Customer Experience Analytics” as linking “online and off-line customer data with world class business intelligence technology to deliver new levels of actionable insight for multi-channel organisations.”

Analytics 120

Analytics Work Management Multi-Channel Tagging 120

Customer Experience Matrix

OCTOBER 18, 2012

Recent improvements include a unified interface for inbound and outbound campaigns, tighter integration among its components, greater scalability, support for more channels, and pre-packaged solutions for specific applications. Campaigns, communications, and cells can all be assigned to output channels.

Marketing Automation Services 120

Marketing Automation Services Digital Asset Management Interactive Marketing Enterprise Management 120

Customer Experience Matrix

JANUARY 17, 2009

This grouping permits selections and scoring based on activity of the entire group, which may display patterns that are not visible when looking at just a single individual. Best practice marketers test new channels aggressively to find out what works and how they can best be used. Step 2: Design Campaign.

Demand Generation Agencies 120

Demand Generation Agencies Demand Generation Marketing Automation Services Marketing Automation 120

Customer Experience Matrix

MARCH 25, 2009

If you look at the Web site of Act-On Software , you’ll see a typical set of demand generation features: email marketing, demand generation (equated with landing pages and forms), lead nurturing, Website visitor tracking, channel (partner) marketing, and lead scoring. But remember that channel marketing listed on the home page?

Act-On 120

Act-On Demand Generation Work Management Marketing Management 120

Customer Experience Matrix

NOVEMBER 27, 2006

My last entry described in detail the issues relating to automated deployment of multi-variate Web test results. The testing system must allow the user to define such connections and ensure only the appropriate combinations are displayed. But automated deployment is just one consideration in evaluating such systems.

Work Management 120

Work Management Marketing Management Multi-Channel Vendors 120

Customer Experience Matrix

MARCH 25, 2012

The entire sequence is built in Kwanzoo and deployed as a code snippet which displays the survey and calls the subsequence pages from Kwanzoo when appropriate. In other words, Kwanzoo is more a bridge between different marketing channels than an integrated marketing system. True enough.

Advertising Channels 120

Advertising Channels Eloqua Ad Building Paid Search Agency 120

Customer Experience Matrix

APRIL 14, 2009

But it lacks other features that are equally advanced: approval workflows, templates linked to deployed content, split tests, campaign actions to update data values, support for channels beyond email, and, most important, any way to direct leads from one campaign to another. Conditions can also define waiting periods in multi-step campaigns.

Enterprise Management 120

Enterprise Management Features Marketing Management Marketing Automation Services 120