Customer Experience Matrix

NOVEMBER 19, 2011

I gave advice on improving the selection process in Vendor Selection: Writing a Good Requirements Document and Marketing Automation Selection: Finding a Future-Safe Vendor. I’m also working on four more workbooks on specific aspects of vendor selection, which should all be published over the next month or so.

Marketing Automation Services 120

Marketing Automation Services Vendors Marketing Automation Automation 120

Customer Experience Matrix

NOVEMBER 16, 2014

Rego has shown me a couple of approaches over the past few years, none of which quite worked out. Each member gets a Hushly library to store their downloaded documents and communications. But when we saw each other at Dreamforce last month, it seemed he had settled on a keeper.

Marketing Automation Services 120

Marketing Automation Services Market2Lead Salesforce.com Privacy 120

Customer Experience Matrix

JANUARY 15, 2010

In my last post , I proposed the (somewhat tongue-in-cheek) term of “content grazing” to describe automatically extracting small bits of information from company documents and feeding them to prospects and customers. Either way, the concept remains valid and it’s good to see that someone is working to make it happen.

Multivariate analysis 120

Multivariate analysis Enterprise Management Automation Work Management 120

Customer Experience Matrix

NOVEMBER 17, 2011

Marketers can do a better job of picking their marketing automation vendors if they roll up their sleeves and work at it. I wrote yesterday about building a requirements document to define the features you'll look for. Some of this is based on size and style: big, systematic clients work best with big, systematic vendors.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Vendors 120

Customer Experience Matrix

MAY 26, 2010

The book explains how to use the Matrix to document contacts throughout the customer life cycle, allowing companies to systematically visualize, analyze, monetize, prioritize and ultimately optimize each interaction. Customer Worthy provides a good mix of inspiration, theory and practical examples.

Work Management 120

Work Management Privacy Tagging Contacts 120

Customer Experience Matrix

DECEMBER 4, 2012

I wrote in February about one set of these vendors: Balihoo and others that specialize in helping central marketing organizations work with channel partners such as dealers and franchisees. I'm sure plenty of other specialists exist as well. MindMatrix is one of them. Integrations with ACT! And Saleslogix are under development.

Marketing Automation Services 120

Marketing Automation Services Paid Search Agency Marketing Automation Advertising Agencies 120

Customer Experience Matrix

JANUARY 20, 2011

Well, that and the fact that the e-commerce features of the www.raabguide.com Website need some work. Beware that the document uses Adobe Flash; Mac users in particular may need to use Adobe Reader rather than their usual viewer. And, alas, it won't work on your iPad.)

Marketing Automation Services 120

Marketing Automation Services Sample Vendors Lead Scoring 120

Customer Experience Matrix

FEBRUARY 17, 2015

They make it much easier for execution systems to act intelligently, since the hard work of surfacing opportunities and selecting responses is largely done in advance. As I said, this is enterprise software. __ *This is one of those things that “everybody knows” but few cab document. million, and have a 70% failure rate.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Ideal Customer Profiles 120

Customer Experience Matrix

JANUARY 7, 2012

I was principal author for much of the document and drafted the survey questions, although I didn’t write the individual vendor profiles or administer the survey. It will help a well-run department work better but can’t save a poorly-run department from itself. Marketing automation is just a tool.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Automation Work Management 120

Customer Experience Matrix

JULY 9, 2009

Analytical software vendor Lyzasoft has just published a white paper by data warehouse guru Dr. Barry Devlin on how business analysts and IT can work together. He also suggests that analysts work first by themselves, and then, if they find something interesting, share it with other analysts. Click to read my Lyza review.)

Paper 120

Paper Business Analysis Software 120

Customer Experience Matrix

MAY 15, 2011

Data hygiene can be an issue if you are working with a data set that is new to your organization. Pros: • All data is easily understood and documented in a Metadata stack. . • No real experience with merging multiple data sources with different element codes and timeframes. Consistent Data – All data conforms to some industry standard.

Data Hygiene 120

Data Hygiene Stats Conference Work Management 120

Customer Experience Matrix

AUGUST 20, 2009

The planning is also now integrated with actual campaign designs, saving marketers some work as they move from one stage to the next. The most important is a central offer repository linked to cell-level campaign planning. This makes it easier to track the use and performance of standard offers.

Marketing Automation Services 120

Marketing Automation Services Demand Generation Agencies Deliverability Demand Generation 120

Customer Experience Matrix

DECEMBER 6, 2010

I haven’t written much about QlikView recently, partly because my own work hasn’t required using it and partly because it’s now well enough known that other people cover it in depth. But it remains my personal go-to tool for data analysis and I do keep an eye on it. Development is focused on integration and enterprise support.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Salesforce.com 120

Customer Experience Matrix

APRIL 13, 2011

Document and improve internal marketing processes. Work closely with sales to define lead scoring rules, hand-off mechanisms and service levels, and ways to capture results. Bring in outside resources, such as agencies and consultants, when you lack the internal expertise or time to do the work in-house.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Marketing Automation 120

Customer Experience Matrix

DECEMBER 8, 2011

. - Facebook forms: use forms within Facebook pages and apps to gather customer permissions - social sign-in: use social media sign-in services to replace marketing automation forms - personalized Facebook ads : display different ad versions on a Facebook page based on the user’s profile, including both Facebook and non-Facebook data Marketo - sharing: (..)

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Social Media 120

Customer Experience Matrix

FEBRUARY 16, 2007

Yet a closer look at speed-trap’s own document shows it isn’t at all the case. This sort of work actually adds value by forcing users to seriously examine their data and analysis methods. What really concerns me is the notion that speed-trap can create a meaningful analytical data set without human involvement.

Analytics 120

Analytics Aggregators Privacy Rules 120

Customer Experience Matrix

FEBRUARY 26, 2009

This is obviously less work for marketers to set up, although it can be harder to understand lead flows when more than a few campaigns are in place. I had documented the mechanics of this process during my research, but not thought of it as a lead routing mechanism.

Vtrenz 120

Vtrenz Market2Lead Work Management Marketing Automation Services 120

Customer Experience Matrix

JUNE 13, 2007

There’s nothing wrong with that: payroll software also isn’t very interesting, but people care deeply that it works correctly. Consumer search is also working on moving beyond Web pages to different repositories, formats and languages. Nor is there much mystery about the underlying technology. The paper states Ultraseek’s case well.

Work Management 120

Work Management Paper Analysis Keywords 120

Customer Experience Matrix

JANUARY 7, 2010

Perhaps most important, many potential buyers still don’t understand the value provided by these systems—although vendors are working very hard to educate them. The work of generating Web traffic through search engine optimization, paid Web ads and expanded Web content has so far been performed outside of most demand generation systems.

Demand Generation Agencies 120

Demand Generation Agencies Demand Generation Marketing Automation Services Work Management 120

Customer Experience Matrix

NOVEMBER 4, 2010

Each tactic has its own action, schedule, metrics, documents, and start and end dates. A native solution is under development but the current approach should work for unless you have a particular aversion to ExactTarget. This is competitive with or better than standard marketing automation systems.

Salesforce.com 120

Salesforce.com Lead Scoring Lead Ranking Marketing Automation Services 120

Customer Experience Matrix

NOVEMBER 16, 2006

uptime and that you know your rights concerning data back-up and access) - long term contracts (vendors should be willing to work month-to-month; any longer term contract should guarantee a service level) - access to data (demand immediate and full data export at any time in a usable format). But these are the right issues to address.

Enterprise Management 120

Enterprise Management Work Management Service Paper 120

Customer Experience Matrix

DECEMBER 19, 2006

It argues, under nice big headings so you don’t have to work very hard, that (a) processes involving a customer are demanding, (b) customer-facing process management requires a new approach to BPM, and (c) customer process management optimizes business results. No, I don’t know who the guy in the picture is.)

Enterprise Management 120

Enterprise Management Work Management Marketing Management Process 120

Customer Experience Matrix

NOVEMBER 15, 2007

Different SAS documents show it including five or seven or nine of the components within the CRM Solution, and sometimes components of other Solution Lines. SAS tells me they're working on clarifying all this in the future.) Optimization now works faster and does a better job finding the best set of contacts for a group of customers.

Resource Management 120

Resource Management Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

JULY 12, 2008

It now uses seven or nine types of indexes (depending on which document you read), including traditional b-tree indexes and word indexes. The MPP-based systems scale by partitioning the data so that many servers can work in parallel to scan it quickly.

Webcast 120

Webcast Vendors Analytics Class 120

Customer Experience Matrix

MARCH 11, 2008

The benefits are well documented—one eglue case study showed a 27% increase in revenue per call at Key Bank, and every other vendor has similar stories. The company’s “GUI monitoring” approach to integration and prebuilt applications allow it to complete an implementation in a relatively speedy 8 to 12 weeks.

Ideal Customer Profiles 120

Ideal Customer Profiles Work Management Marketing Management Rules 120

Customer Experience Matrix

MAY 26, 2023

But the AIs will quickly get better at working out those details for themselves, drawing on larger and more sophisticated information about how things should be done. Today, it still takes considerable technical knowledge to include the right technical details in the instructions and to refine the result.

Enterprise Management 156

Enterprise Management Buy Work Management Marketing Management 156

Customer Experience Matrix

NOVEMBER 25, 2008

The slides did list a few unusual features, including “prospect portals” that help buyers and sellers to share information related to a project; a sales proposal builder; and features to work with sales partners. These people may currently be working in small firms, so Marketbright has ended up with customers of all sizes.

Demand Generation 120

Demand Generation User-Generated Content Work Management Demand 120

Customer Experience Matrix

DECEMBER 8, 2010

During our initial discussions, I also mentioned that Crystal Xcelsius (now SAP Crystal Dashboard Design ) has the very neat ability to embed live charts within Powerpoint documents. Xcelsius would work very well for a frequent user, but it’s not for people who use it only occasionally.) This became a requirement too.

Case Study 120

Case Study Case Studies Software Studies 120

Customer Experience Matrix

JULY 28, 2009

The terminology and interface are unusual, but should work well after some practice. Entiera currently uses Exact Target as its email partner, although it could work with others. Although the vendor is working on an expanded planning system, this is already more features that many marketing automation systems provide.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

FEBRUARY 16, 2009

Sounds good, and as soon as someone offers me a couple hundred thousand dollars to sit with a stopwatch and time users working with different systems, I’ll get right on it. So I think one score will work, and be much simpler for readers to deal with. This approach works well only when there are relatively few campaigns in the program.

Work Management 120

Work Management Marketing Management Marketing Automation Services Demand Generation 120

Customer Experience Matrix

DECEMBER 24, 2008

Back when I was writing a great deal about QlikView , I proposed that its fundamental value came from empowering business analysts to do work for themselves that would otherwise require IT support. Both capabilities must be available for the analysts the work independently. This brings us to ADVIZOR from ADVIZOR Solutions.

Work Management 120

Work Management Salesforce.com Demand Generation Agencies Vendors 120

Customer Experience Matrix

APRIL 16, 2009

Long-time readers of this blog know that I have a deep fondness for QlikView as a tool that lets business analysts do work that would otherwise require IT support. Still, a typical real-world scenario would be to do development work on small samples, and then only run a really big flow once you knew you had it right.

Enterprise Management 120

Enterprise Management Work Management Analysis API 120

Customer Experience Matrix

MARCH 25, 2009

In most ways, working with Act-On is like working with other products: users build emails, landing pages and Web forms; track activities through page tags and cookies; do scoring and segmentation with activity history and lead attributes; and pass qualified leads to Salesforce.com. I’ll come back to the database later.

Act-On 120

Act-On Demand Generation Work Management Marketing Management 120

Customer Experience Matrix

MARCH 30, 2009

Although most demand generation systems use an interface more like building a Word document, OfficeAutoPilot’s approach is a fairly common alternative and perfectly acceptable. But this isn’t necessarily a problem: it’s how linear campaign designs work in most demand generation systems and, as I argued last week , helps to avoid confusion.

Demand Generation 120

Demand Generation Small Business Marketing Cost Demand 120

Customer Experience Matrix

AUGUST 3, 2007

QlikTech itself has recognized all this and adopted “seeing is believing” as their strategy: rather than try to convince people how good they are, they show them with Webinars, pre-built demonstrations, detailed tutorials, documentation, and, most important, a fully-functional trial version.

Case Studies 120

Case Studies Vendors Case Study Wikipedia 120

Customer Experience Matrix

JANUARY 17, 2009

If that doesn’t work, go to the BrightTalk site and key my name into the site search function. The BrightTalk platform itself worked nicely and was about as simple as possible. Best practice marketers test new channels aggressively to find out what works and how they can best be used. Step 4: Execute Campaign.

Demand Generation Agencies 120

Demand Generation Agencies Demand Generation Marketing Automation Services Marketing Automation 120