Customer Experience Matrix

APRIL 30, 2007

For some time now, I’ve been touting lifetime value as the magic cure-all for customer management programs. I still believe LTV is the essential foundation but recognize that product-oriented measurement will not simply vanish once LTV appears. As long products are what people purchase, companies will need product managers to nurture them and will create product-level profit statements to judge their performance.

Product 120

Product Work Management Pricing Price 120

markempa

APRIL 19, 2007

B2B Lead Generation Blog About Free Resources Get FREE Updates Instantly Get A FREE Chapter from my book. FREE E-Book 8 Critical success factors for lead generation Just tell us where to send your FREE updates Subscribe in a reader Podcast Feed Subscribe via iTunes Recognition Thanks for Reading! Categories B2B Telemarketing Books Cold Calling CRM Current Affairs Direct Marketing Email Marketing Event Marketing Human Touch Lead Generation Lead Management Lead Nurturing Lead Qualification Leaders

Lead Generation 120

Lead Generation Generation B2B Thought Leadership Marketing Qualified Leads 120

Buzz Marketing for Technology

APRIL 25, 2007

Push-Button Publishing You're about to be redirected The blog that used to be here is now at [link] Do you wish to be redirected? This blog is not hosted by Blogger and has not been checked for spam, viruses and other forms of malware.

Blogger 100

Blogger Copyright Buzz Privacy 100

Anything Goes Marketing

APRIL 23, 2007

If you're looking for an example of a website that employs some of the latest and greatest of web 2.0. and does it successfully, look no further then USA Today. USA Today has reported a 380% surge in web traffic since it re-built its website last month with over 40,000 more user generated comments. Here are some of the web 2.0 elements that I spotted: More then a Website - a Web Community : USA Today didn't just build a new website, they built a new online community that has a completely new exp

Web 2.0 100

Web 2.0 RSS User-Generated Content Communities 100

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Webinar Metrics

Smashmouth Marketing

APRIL 11, 2007

Scientific American says today that the New York City is The Greenest Place in America. They state that "The state of New York 'uses less energy, on a per capita basis, than any state in America.' The average New Yorker 'generates less than a third of the carbon emissions that the average American does.' And here's why: Yes, it houses 8.2 million citizens and uses an enormous amount of energy to do so.

Tagging 100

Tagging Efficiency Buy Generation 100

Customer Experience Matrix

APRIL 27, 2007

Several thoughts are swirling through my mind just now. Some are actually printable. One is this notion of “on demand” customer analytics, and what it says about the concept of “on demand” software in general. The other is the separation of analytic and execution systems, a fundamental distinction that seems increasingly questionable. Thoughts of on demand analytics are of course prompted by yesterday’s purchase of Loyalty Matrix by Responsys , which Responsys described as a step toward becoming

Demand 120

Demand Enterprise Management Marketing Management Lead Ranking 120

markempa

APRIL 18, 2007

B2B Lead Generation Blog About Free Resources Get FREE Updates Instantly Get A FREE Chapter from my book. FREE E-Book 8 Critical success factors for lead generation Just tell us where to send your FREE updates Subscribe in a reader Podcast Feed Subscribe via iTunes Recognition Thanks for Reading! Categories B2B Telemarketing Books Cold Calling CRM Current Affairs Direct Marketing Email Marketing Event Marketing Human Touch Lead Generation Lead Management Lead Nurturing Lead Qualification Leaders

Demand Generation Agencies 131

Demand Generation Agencies Lead Generation Marketing Automation Services Demand Generation 131

Buzz Marketing for Technology

APRIL 23, 2007

Push-Button Publishing You're about to be redirected The blog that used to be here is now at [link] Do you wish to be redirected? This blog is not hosted by Blogger and has not been checked for spam, viruses and other forms of malware.

Blogger 100

Blogger Copyright Buzz Privacy 100

WebMarketCentral

APRIL 29, 2007

Here are the rankings for 42 Web 2.0 social tagging sites, according to Alexa. Although Alexa is notorious for its lack of precision, as documented by GigaOM , SEO Book , BloggingStocks and others, it's still useful as a rough guide to website popularity. A site ranked at 20,000 may not really be more popular than the site at spot 25,000, but it certainly gets more traffic than a site ranked at 200,000.

Web 2.0 20

Web 2.0 Tagging Digg Comparison 20

Speaker: Jeff Tarran, COO, Gunderson Direct & Margaret Pepe, Executive Director of Product Management, U.S. Postal Service

Learn the secrets to direct mail success for growth marketers! Industry veterans Jeff Tarran and Margaret Pepe are here to delve into how direct mail has completely evolved in recent years, and has rightfully earned a seat at the table alongside the email and digital marketing plans of SMBs, enterprise companies, and agencies as they look into strategy for 2024 and beyond.

Planning

Smashmouth Marketing

APRIL 10, 2007

Colin Beavan was recently on Colbert to talk about his year without toilet paper. Despite my only recent interest in living a low impact life, to see someone trying for No Impact is a huge challenge. Colbert did rip him fairly well, but Colin did quite well. Especially as Colbert ran 2:30 on a microwave with nothing in it just to waste energy. lol. Tags: energy green.

Paper 100

Paper Tagging 100

Customer Experience Matrix

APRIL 26, 2007

Speaking of integrated systems, consider yesterday’s announcement that email marketing provider Responsys has purchased Loyalty Matrix , which offers on-demand marketng analytics. According to the press release, Responsys hopes to become “the only on-demand marketing company capable of helping marketers not only deliver – but predict and deliver – the right messages to each customer, via email, direct mail and mobile.

Loyalty 120

Loyalty Buy Work Management Multi-Channel 120

Customer Experience Matrix

APRIL 25, 2007

A Web marketer commented to me recently that he thought his firm should focus first on basic “blocking and tackling” before moving on to more sophisticated efforts. When I asked what he considered basic, he said analyses like understanding customer value. He considered the advanced projects to be things like site optimization and multi-variate testing.

Multi-Channel 120

Multi-Channel Response Rate Lead Scoring Lead Ranking 120

Customer Experience Matrix

APRIL 24, 2007

Ron Shevlin’s comment on yesterday’s post concludes that “without more disruptive changes (re-org and fundamental change in strategy) -- even starting with a focus on the "customer experience" won't guarantee a sustained change.” Ron is absolutely right and the implications are worth considering. “Customer experience” and “customer experience management” are not goals in themselves.

Enterprise Management 120

Enterprise Management Paid Search Agency Thought Leadership Lead Scoring 120

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Rules

Customer Experience Matrix

APRIL 23, 2007

Last Thursday’s post on ad hoc analytical systems prompted an interesting set of comments about overcoming product-based organization at banks. As it happens, the BAI’s online Banking Strategies magazine published a related article last November, called Uncovering the Hidden Cost of Complexity. The article starts by suggesting that customer focus causes the product proliferation that makes good customer experiences so difficult to create: “As banks became more customer-focused over the last deca

Custom Publishing 120

Custom Publishing Tagging Lead Scoring Lead Ranking 120

Customer Experience Matrix

APRIL 20, 2007

It’s hard to find a short label for Experian , whose business is to gather data about people and companies and then use it for credit reports and marketing. The company’s Marketing Solutions group offers database building, targeting and message delivery for direct mail and electronic channels, as well as syndicated consumer research. Other groups track consumer and business credit, automobile ownership information, and online services for consumers.

Buy 120

Buy Aggregators Internet Marketing Traffic 120

Customer Experience Matrix

APRIL 19, 2007

I often joke about how easy it is to take two or three loosely related bits of information and declare them a trend. But there’s also an opposing tendency to think that nothing fundamental ever really changes. This makes it harder to recognize significant developments when they do occur. One of those fundamentals has always been the need to define requirements before building or selecting a system.

Paid Search Agency 120

Paid Search Agency Marketing Proposals Analysis Internet Marketing 120

Customer Experience Matrix

APRIL 18, 2007

A marketer who understands the need for customer-based management told me yesterday that the biggest obstacle to adoption is the intense product orientation of her business. That sounded familiar: I heard exactly the same thing last December at the National Center for Database Marketing in December (see my December 13 post ). Her comments were a useful dose of reality.

Ideal Customer Profiles 120

Ideal Customer Profiles Database Marketing Tagging Profiling 120

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Deliverability

Customer Experience Matrix

APRIL 17, 2007

My research into mobile marketing systems generated a conversation last week with Brian Deagan, CEO of Knotice. As I wrote on April 3 , Knotice stands out because it promises to integrate mobile marketing with email, Web and interactive TV campaigns. Brian confirmed that this is their specialty. According to Brian, Knotice bases its claim on three capabilities: - users can create interactive campaigns in all four media from the same system - campaigns in all media access a shared customer profil

Advertising Channels 120

Advertising Channels Advertising Mediums Mobile Marketing Ideal Customer Profiles 120

Customer Experience Matrix

APRIL 16, 2007

I had a brief but enlightening chat last week with Mike Baker, CEO of Enpocket. Mike clarified that Enpocket is as marketing services agency, which means its software is only used for its own services clients. He also said that Enpocket does indeed offer interactive messaging capabilities like voting, polling, surveys, coupons, store finders and such, even though its Web site may not highlight the fact.

Paid Search Agency 120

Paid Search Agency Ideal Customer Profiles SMS Advertising Agencies 120

Customer Experience Matrix

APRIL 12, 2007

What might be called the “standard model” of business intelligence systems boils down to this: many operational sources feed data into a central repository which in turn supports analytical, reporting and operational systems. A refinement of the model divides the central repository into a data warehouse structured for analysis and an operational data store used for immediate access.

Distribution 120

Distribution Analytics Enterprise Management Lead Ranking 120

Customer Experience Matrix

APRIL 11, 2007

A direct marketing client pointed out to me recently that it can be very difficult to set up tests in operational systems. There is no small irony in this. Direct marketers have always prided themselves on their ability to test what they do, in pointed contrast to the barely measurable results of conventional media. But his point was well taken. Although it’s fairly easy to set up tests for direct marketing promotions, testing customer treatments delivered through operational systems such as ord

Multivariate analysis 120

Multivariate analysis Design Ideal Customer Profiles Rules 120

Speaker: Paul Slack, Vende Digital CEO

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B2B Marketing

Customer Experience Matrix

APRIL 6, 2007

Today’s New York Times reports that cable TV networks are balking at an eBay-built auction site to sell their advertising (“For Cable TV, No Interest in Selling Ads The eBay Way”, page C3, The New York Times , April 6, 2007). The networks’ justification is that many ads are now sold as part of larger packages, rather than simply on price. The article quotes Cabletelevision Advertising Bureau President Sean Cunningham as saying, “The grand majority is about idea-driven packages that have got mult

Advertisements 120

Advertisements Advertising Cable Ad Building 120

markempa

APRIL 5, 2007

B2B Lead Generation Blog About Free Resources Get FREE Updates Instantly Get A FREE Chapter from my book. FREE E-Book 8 Critical success factors for lead generation Just tell us where to send your FREE updates Subscribe in a reader Podcast Feed Subscribe via iTunes Recognition Thanks for Reading! Categories B2B Telemarketing Books Cold Calling CRM Current Affairs Direct Marketing Email Marketing Event Marketing Human Touch Lead Generation Lead Management Lead Nurturing Lead Qualification Leaders

Lead Generation 120

Lead Generation Generation Marketing Qualified Leads B2B Thought Leadership 120

Customer Experience Matrix

APRIL 4, 2007

It doesn’t take a crystal ball to foresee continuing consolidation among online marketing systems vendors. Today , email specialist Acxiom Digital announced it is purchasing Web targeting specialist Kefta. In February, the news was Web analytics vendor Omniture buying behavioral targeting vendor TouchClarity. The Acxiom Digital / Kefta match up is somewhat more interesting because it combines email and Web channels.

Buy 120

Buy Marketing Management Personalization Multi-Channel 120

Customer Experience Matrix

APRIL 3, 2007

You may have thought from last Friday’s post that I had merely gathered the names of mobile marketing software vendors. Au contraire. That list was based on a close parsing of the relevant Web sites. (And if it’s on the Web, it might be true, right?) Now that I’ve had some time to sift through the materials I assembled, it’s possible to make some more precise observations about what differentiates the different systems. 1.

Mobile Marketing 120

Mobile Marketing Marketing Management Web 2.0 Paid Search Agency 120

Advertiser: ZoomInfo

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

Intent Data

Buzz Marketing for Technology

APRIL 17, 2007

Personal Learning and Personal Learning Environments As part of the recent discussion on personal learning and personal learning environments, I went back to find my posts on these topics and on personal knowledge management and related. Personal Learning Environments and personal learning environments The future of learning is personal learning PKM and Personal Learning Personal Learning for Learning Professionals - Using Web 2.0 Tools for Personal Learning Improving Personal Learning - A Conti

Personalization 133

Personalization Web 2.0 Tools Effectiveness 133

Buzz Marketing for Technology

APRIL 9, 2007

Push-Button Publishing You're about to be redirected The blog that used to be here is now at [link] Do you wish to be redirected? This blog is not hosted by Blogger and has not been checked for spam, viruses and other forms of malware.

Blogger 100

Blogger Copyright Buzz Privacy 100

Smashmouth Marketing

APRIL 8, 2007

I never in my life thought I would be looking towards Fidel Castro for ethical words about economy and renewable resources, but just as he has suprised the world by remaining in power all these years, he has suprised us again by writing a deathbed manifesto on the evils of corn based ethanol. His country may be suffering from the rising price of corn, but we all will be suffering from the negative benefit of corn based biofuels.

Ethics 100

Ethics Tagging Pricing Price 100