Customer Experience Matrix

DECEMBER 1, 2014

When I first spoke with Radius just over one year ago, the company had already pivoted from its initial concept as a mobile app to connect consumers with local business events, to building a comprehensive list of small businesses and their attributes. If that’s what you want, take a closer look.

High Quality Lead 120

High Quality Lead Small Business Marketing Ideal Customer Profiles Lead Ranking 120

Customer Experience Matrix

FEBRUARY 2, 2018

These include ability to scan for events and issue alerts; handling of offline as well as online identity data; and specialized functions to comply with the European Union’s GDPR privacy rules. The queries can run in real time if needed.

Ideal Customer Profiles 136

Ideal Customer Profiles Profiling Enterprise Management Marketing Management 136

Customer Experience Matrix

JUNE 13, 2016

At present, the actions are chosen by rules set up manually by marketers – although even this is a step ahead of having marketers directly assign accounts to specific campaigns. It then enhances the contact and account data with attributes, events, and intent from the usual ABM data vendors. Now things start get interesting.

Account Based Marketing 120

Account Based Marketing Marketing Automation Services Work Management Buy 120

Customer Experience Matrix

JUNE 17, 2016

In fact, Strikedeck referred to itself as “customer success automation” in an early discussion I had with them, although they don’t seem to be using that positioning at present. On the other hand, the playbook sequences lack the event-based branching available in most marketing automation nurture flows.

Automation 120

Automation Marketing Automation Services Lead Ranking Trigger Marketing 120

Customer Experience Matrix

DECEMBER 13, 2014

But the best part of my recent presentation with BlueConic was listening to the voice of someone else’s experience: in this case, the experience of more than 60 BlueConic clients, distilled into a maturity model that traced the stages they passed through on their way to full customer-centric marketing. Complexity of data.

Paid Search Agency 120

Paid Search Agency Advertising Agencies Multi-Channel Work Management 120

Customer Experience Matrix

OCTOBER 7, 2017

I gave my presentation on Self-Driving Marketing Campaigns at the MarTech conference last week. Moreover, this type of attribution applies primarily to near-term events such as purchases or some other easily measured conversion. Guiding lifetime journey orchestration requires something more subtle.

Marketing AI 168

Marketing AI Work Management Marketing Management Marketing Analytics Tools 168

Customer Experience Matrix

MARCH 16, 2012

Sharma’s reaches a similar conclusion although he puts it in a larger context of social media (people expect to interact with a company Web site like they interact on social media), cloud, and mobile computing (marketers need content that can be presented on all types of devices). Not that I'm bragging or anything.)

Salesforce.com 120

Salesforce.com Enterprise Management Marketing Automation Services Marketing Management 120

Customer Experience Matrix

MARCH 8, 2011

This Friday I'll be presenting a 45 minute free Webinar, sponsored by Focus.com and hosted by the ever-popular Adam Needles, on preparing for a successful marketing automation deployment. You can register here.

Marketing Automation 120

Marketing Automation Webinar Metrics Automation Purchase 120

Customer Experience Matrix

APRIL 11, 2011

This reinforced and refined my conclusions from last month’s OMMA Metrics conference , which identified the burning industry issues as: - better understanding of the interactions between online and offline events (both advertising and results), and - better scalability for successful online advertising programs.

Conference 120

Conference Advertising Channels Ad Frequency Ad Exchange 120

Customer Experience Matrix

MARCH 24, 2011

Another version of the program will be presented in San Francisco in July; the company also live streams a free Webcast. You can also download selected presentations from yesterday.) If there was an overriding theme to the event, it was frustration that online advertising isn’t attracting as much money as it should.

Conference 120

Conference Paid Search Agency Ads Webcast 120

Customer Experience Matrix

JANUARY 2, 2007

Its most important point is that reacting properly to customer events is not simple: it requires combining “rules, policies, inferencing, and analytics—both statistical and probabilistic—to produce complex models of reasoning via events, customer data, time, and analytics.”

Enterprise Management 120

Enterprise Management Marketing Management Paper Touchpoints 120

Customer Experience Matrix

DECEMBER 14, 2009

The campaign calendar lays out of scheduled events by all voices over time, and is color-coded to show whether a particular event has already been delivered, is ready to go, or still needs approved content. Users can drill into an event to add the content itself including bit.ly links for each event. As the bit.ly

Social Media 120

Social Media Paid Content Enterprise Management Work Management 120

Customer Experience Matrix

AUGUST 20, 2012

An item present in every system would have a score of 2.0. They include managing events such as trade shows, integrating with external Web sites, and support for fax and direct mail. Items with the greatest change in average score are the ones that vendors are adapting most rapidly. So, a higher score indicates a more common feature.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Vendors Marketing Report 120

Customer Experience Matrix

AUGUST 28, 2008

This means I have to nail down how I’ll present the results. Event management: execute marketing events such as Webinars. Now that I have that long post about analytical databases out of the way, I can get back to thinking about demand generation systems. Key functions include reservations and reminder notices.

Demand Generation 120

Demand Generation Demand Marketing Management Generation 120

Customer Experience Matrix

OCTOBER 15, 2010

My Marketo presentation was based on the marketing measurement white paper I recently wrote for them, which argues that measurement should be based on tracking buyers through stages in the purchase process. Better to avoid financial measures at all if you can't do them properly. But, again, the vendors on my panel knew this.

Allocation 120

Allocation Marketing Automation Services Marketo Demand Generation 120

Customer Experience Matrix

APRIL 21, 2009

A new system also presents an opportunity to revisit and update existing practices rather than simply reproducing them. In any event, I’m curious about people’s actual experiences. I’ve created a little poll using SurveyMonkey – if you’ve implemented a demand generation system, please click below to fill it out.

Demand Generation 120

Demand Generation Customer Surveys Demand Generation 120

Customer Experience Matrix

DECEMBER 7, 2006

One of the concepts I didn’t have time to develop at length in the presentation was the difference between interactions and experiences. A call center interchange is an interaction, because somebody from the company (the call center agent) can choose which messages to present. Instead, companies have to organize around the customer.

Paid Search Agency 120

Paid Search Agency Companies Brand Identity Branding 120

Customer Experience Matrix

JUNE 2, 2009

It analyzes the results to identify key events and to build consolidated profiles with its best guess at the correct current information. by Sage This is a crude sort of integration – the data is simply presented in a window on the screen, not actually loaded into the demand generation or sales automation database.

Demand Generation Agencies 120

Demand Generation Agencies Demand Generation Marketing Automation Services Marketing Management 120

Customer Experience Matrix

SEPTEMBER 17, 2006

The technical name for this type of model is a Markov chain, which is defined by www.computeruser.com as “A random process in which the probability that a certain future state will occur depends only on the present or immediately preceding state of the system, and not on the events leading up to the present state.”

CRM 120

CRM Lead Ranking Terms and Conditions Aggregators 120

Customer Experience Matrix

MAY 27, 2009

In honor of the event, they sponsored a white paper by Yours Truly on the general topic of, um, why it’s important to make it easier for salespeople to review prospect behaviors that are captured by the demand generation system. The idea is to make it easier for the sales person to see patterns and then to drill into the details.

Eloqua 120

Eloqua Paper Profiling Marketing Automation Services 120

Customer Experience Matrix

DECEMBER 30, 2014

as devices become more important, consumers and companies will both be incented to ensure they’re always present. If the schedule looks really ugly, it might just switch the location to a bar and pre-order your martinis. If multiple people are involved, their calendars might even negotiate the date itself.

Planning 120

Planning Work Management Marketing Management Paid Search Agency 120

Customer Experience Matrix

OCTOBER 10, 2009

Present the manipulated data for reporting: the system automatically classifies input data as dimensions (text, dates, etc.) Once the load is complete, the system presents the dimensions and measures in an “ElastiCube” available for reports and other applications. and measures (numbers which can be aggregated).

Business 120

Business Aggregators Vendors Pricing 120

Customer Experience Matrix

JANUARY 29, 2009

It turns out that stream processing is one type of “complex event processing,” a field which has attracted some very smart but contentious experts. To see what I mean, check out Event Processing Thinking (Opher Etzion) and Cyberstrategics Complex Event Processing Blog (Tim Bass). This is clearly not a group to mess with.

Process 120

Process Work Management Marketing Management Vendors 120

Customer Experience Matrix

MAY 21, 2007

It offers both on-premise and on-demand options, so its paper is free to present a balanced view of the choices. In any event, long-run total cost of ownership is unlikely to be a key issue for most small businesses. I have just two factual quibbles with the paper.

Enterprise Management 120

Enterprise Management Marketing Management Software Demand 120

Customer Experience Matrix

JANUARY 8, 2007

This presents a mirror image of my comments from last Friday: it argues that brand marketing itself is becoming more like relationship marketing. In any event, the paper makes a compelling and well-stated argument that marketers should take the lead in managing customer experience. It’s worth adding to your own list of resources.

Brand Identity 120

Brand Identity Branding Lead Ranking Paper 120

Customer Experience Matrix

JANUARY 18, 2007

The paper has plenty of the usual buzz words (customer advocacy, moments of truth, brand promise) but what stands out is a relatively unfamiliar (to me at least) claim that “emotive attributes…present the greatest opportunity for differentiation in the marketplace.”

Paper 120

Paper Work Management Marketing Management SIC 120

Customer Experience Matrix

APRIL 2, 2008

In any event, the highlight of my brief visit to the DAMA International Symposium and Wilshire Meta-Data Conference conference last month was a presentation by Joe Foley of illuminate Solutions , which marked the U.S. OK, I freely admit I’m fascinated by offbeat database engines. Maybe there is a support group for this.

Analytics 120

Analytics Paid Search Agency Correlation Conference 120

Customer Experience Matrix

FEBRUARY 12, 2009

Subsequent events can add leads to new sequences and remove them from existing ones, thereby adjusting to customer behavior. This information is presented in a variety of standard reports, although, perplexingly, I couldn’t find one that related the cost of a campaign to the revenue from its respondents.

Pricing 120

Pricing Price Impressions Marketing Management 120

Customer Experience Matrix

APRIL 28, 2009

Today we get to the main event: what people actually do. This shows the relative deployment speed and presents a very interesting pattern: - the basic demand generation activities needed for a simple email campaign (outbound email, landing pages, CRM integration and response reporting) are almost fully deployed in the first month.

Demand Generation 120

Demand Generation User-Generated Content Customer Surveys Lead Scoring 120

Customer Experience Matrix

NOVEMBER 9, 2016

It’s the scalability that’s really important here: at one client, ActionIQ scans two billion events in a few seconds. ActionIQ presents its approach as offering self-service data access for marketers and other non-technical users. That’s true insofar as marketers work with previously defined variables and audience segments.

Marketing Automation Services 168

Marketing Automation Services Work Management Marketing Management Paid Search Agency 168

Customer Experience Matrix

MAY 11, 2016

Put in terms simple enough for me to understand, Pointillist stores all data as events, which can have attributes including customers, products and campaigns. Different event types contain different sets of attributes but there are no formal data tables or relationships among tables. In other words, it creates a journey map.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Work Management Marketing Management 120

Customer Experience Matrix

SEPTEMBER 13, 2023

For some unknown reason, my last three presentations all started as headlines (two created by someone else) which I then then wrote a speech to match. The latest in this series of prompt-generated presentations started when I noticed that the title shown in a conference agenda didn’t match the speech I had prepared.

Work Management 149

Work Management Marketing Management Ideal Customer Profiles Paid Search Agency 149

Customer Experience Matrix

FEBRUARY 16, 2019

They soon discovered that existing Salesforce tools couldn’t collect and present all the customer data they wanted – Web site browsing history in particular. Users can enrich the inputs by adding custom objects, attributes, and events. Behaviors can include events that trigger actions in near-real-time.

Ideal Customer Profiles 120

Ideal Customer Profiles Generation Ad Frequency Segmentation 120

Customer Experience Matrix

MAY 14, 2017

Last week’s MarTech Conference in San Francisco came and went in the usual blur of excellent presentations, interesting vendors, and private conversations. Only a few presentations or vendors at the conference were devoted specifically to data, but nearly everything there depends on customer data in one way or another. primacy of data.

Privacy 120

Privacy Work Management Marketing Management Conference 120

Customer Experience Matrix

JANUARY 28, 2016

The system then presents a choice of industry-appropriate campaign types such as subscription renewals, webinar promotions, birthday and anniversary messages, and welcome kits. Campaign Steps To make things a bit more concrete: the Real Magnet campaign picker starts out by asking the user to select their industry from a list.

Marketing AI 120

Marketing AI Work Management Campaigns Marketing Management 120

Customer Experience Matrix

MARCH 3, 2017

But instead of presenting my conclusion and defending it, I’ll just tell you what CaliberMind does. CaliberMind system builds an account-level journey visualization that shows different types of events (outbound contacts, inbound contacts, account created, opportunity created, deal won, etc.) Unify B2B data. Report on journeys.

Marketing Analytics Tools 120

Marketing Analytics Tools Marketing Automation Services Classified Ads Enterprise Management 120

Customer Experience Matrix

JANUARY 12, 2018

But that’s where we’re headed, barring some improbable-but-not-impossible Black Swan event that changes everything. But presenting information to consumers will ultimately be less important than gathering information about them, something that will use all the sensors that devices can deploy.

Activities 174

Activities Marketing AI Paid Search Agency Paid Social Agency 174