Customer Experience Matrix

JUNE 2, 2009

Summary: marketing vendors offer several types of social media applications. But none truly automates social media management, which is what's ultimately needed. Social media is this month’s Trend of the Year. But no one knows how best to use it, which has led to a wide range of offerings under the social media label.

Demand Generation Agencies 120

Demand Generation Agencies Demand Generation Marketing Automation Services Marketing Management 120

Customer Experience Matrix

FEBRUARY 5, 2012

Let’s start with three areas that gained a lot of industry attention last year: Webinars, social media, and revenue management. Social Media: It’s no news that social media is a hot topic among marketers, so it’s no surprise that vendors are adding features to support it. from last December. Both are markers of advanced systems.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

OCTOBER 26, 2009

Apart from using email for customer communications, the respondents gave their highest rankings to the corporate Web site, social media, and custom content. But how, exactly, can they attract traffic for the Web site, social media message and custom content if they don’t reach out to new audiences?

Social Media 120

Social Media Customer Surveys Social Marketing Media 120

Customer Experience Matrix

NOVEMBER 24, 2016

From a journey orchestration perspective, the most interesting of these are Decision Strategy Manager and Event Strategy Manager, because they’re the pieces that select customer treatments. Event Strategy Manager lets users define events based on data patterns, such as three dropped phone calls within a week.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

AUGUST 14, 2014

These firms scan company Web sites, social media, news sites, directories, and other sources to identify companies, extract attributes like revenue, growth rates, and technologies used, and flag events that might indicate a sales opportunity, such as opening a new office, launching a new product, or hiring new management.

Lead Ranking 120

Lead Ranking Work Management Marketing Management Lead Scoring 120

Customer Experience Matrix

APRIL 19, 2017

As it happens, airline technology vendor Sabre published a survey of airline executives just before the event. Airlines will react to political pressures, social media, and even passenger behaviors. It confirms what you probably suspected: airline managers think differently from other business people.

Marketing Management 198

Marketing Management Ethics Loyalty Customer Surveys 198

Customer Experience Matrix

JULY 3, 2013

It also includes full Web site management and social media monitoring and posting, but those are natural extensions for sales and marketing. People enter groups in the usual ways: email or form response, user-defined filters, conversion events, list import, or manual assignment. events can be either physical or on-line.

Small Business Marketing 120

Small Business Marketing Marketing Automation Services Communities Lead Ranking 120

Customer Experience Matrix

MAY 11, 2019

In the same way, we still have search engines and social networks and ecommerce, but they don’t personalize their services. And, ironically, social media is still filled with bullying and misinformation – it turns out those have nothing to do with privacy and everything to do with human nature.” It’s annoying but you get used to it.

Privacy 195

Privacy Paid Search Agency Privacy Protection Tagging 195

Customer Experience Matrix

MAY 25, 2016

As its name implies, Spiderbook scans Web and social sites for information about company and individuals' behaviors and events. As usual with Demandbase, this is both a logical extension of their current business and major increase in the value offered to its clients.

Account Based Marketing 0

Account Based Marketing DemandBase Eloqua Buy 0

Customer Experience Matrix

MAY 21, 2015

To avoid misunderstanding, let me stress that Teradata does let users integrate the omni-channel and digital products if they want to and that digital includes text messages, mobile apps, social media monitoring and publishing, and Web landing pages as well as email. Maybe that’s the nature of roadmaps. No jousting there, either.)

Resource Management 120

Resource Management Hubspot Marketing Automation Services Enterprise Management 120

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. This latest vision was appealing enough to attract $54.7 businesses and their attributes.

High Quality Lead 120

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

Customer Experience Matrix

AUGUST 22, 2016

special methods to associate personal and business emails, attach leads to accounts, find social media handles, etc. find social connections between company employees and target account employees (make sure this is done without violating the social network terms of service).

Enterprise Management 120

Enterprise Management Marketing Automation Services Marketing Management Vendors 120

Customer Experience Matrix

JULY 22, 2011

Both events mark a continued expansion of their product. The main feature of Performable is an ability to define “events”, which can be page visits, form submissions, or other Web behaviors. Performable also has existing connectors with a variety of social media, help desk, email, billing, chat and CRM systems.

Hubspot 120

Hubspot Marketing Automation Services API Salesforce.com 120

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). Here’s a piece from 2009.)

Salesforce.com 120

Salesforce.com Enterprise Management Marketing Automation Services Marketing Management 120

Customer Experience Matrix

APRIL 1, 2013

In any event, I did manage to spend most of the conference in my own comfort zone of analyzing Infusionsoft’s business. The primary sources of new customers are still offline: referrals, partners, events, and direct mail. It’s a tall order, but there’s some serious missionary zeal at every level, so they might just succeed.

Small Business Marketing 120

Small Business Marketing Marketing Automation Services Conference Marketing Management 120

Customer Experience Matrix

APRIL 25, 2013

Many of those products have limited capabilities for working with newer data sources like Web sites and social networks, but the real distinction between them and CDPs is that the older systems are mainly designed to assemble data. Prebuilt QlikView reports show the predictive power of different variables for user-specified events.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Class 120

Customer Experience Matrix

AUGUST 20, 2012

They include managing events such as trade shows, integrating with external Web sites, and support for fax and direct mail. You may have noticed that social media is missing from these lists. Don’t be alarmed – it's just that most social media features were not covered in the previous edition, so we can't calculate growth rates.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Vendors Marketing Report 120

Customer Experience Matrix

SEPTEMBER 3, 2009

Many are contradictory, but it's clear that marketers need to invest in social media, which might eventually replace search as the primary way that customers find them. And, in particular, are social media as important as industry gurus claim they are? At that time, social networks were lumped into content, which had a 34% share.

Spending 120

Spending Media Mobile Advertising Forrester 120

Customer Experience Matrix

FEBRUARY 5, 2015

social data. Maybe my biggest surprise was finding that many if not most vendors have now added features to automatically look up new contacts in social networks and add that data to their marketing automation or CRM profile. Perhaps having agencies run them is the real solution instead. Okay, maybe it’s a bit of both.

Marketing Automation Services 120

Marketing Automation Services Demand Generation Agencies Marketing Report Marketing Automation 120

Customer Experience Matrix

OCTOBER 19, 2010

These include support for multivariate tests on landing pages (but not emails); automated posting of Jigsaw and social media data into lead profiles; fractional revenue attribution; and SugarCRM synchronization. Also can capture results of Google Adwords campaigns and has a URL-shortener to track traffic from social media.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Automation Marketing Management 120

Customer Experience Matrix

OCTOBER 1, 2014

It''s still far from a complete marketing automation system: there are no multi-step workflows, event triggers, recurring campaigns, behavior tracking, CRM synchronization, touchpoint integration, or transaction database. Social media posting and listening is under development. Retargeting can be done through email lists or ad pixels.

Cost Per Thousand 120

Cost Per Thousand Marketing Automation Services Campaigns Ad Frequency 120

Customer Experience Matrix

FEBRUARY 26, 2012

It also helps local partners set up their own Web sites and social network accounts, register with local directories and search engines, and record telephone as well as online responses. social media support is hard to find. The system can also require central approval before a campaign is released.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Advertising Agencies Work Management 120

Customer Experience Matrix

JANUARY 22, 2014

Not quite standard but increasingly common features include social media sharing and tracking, Webinar integration, visitor identification via reverse IP lookup, and capturing campaign information from Google AdWords. nurture campaigns), and share leads with a CRM system like Salesforce.com.

Marketing Automation Services 120

Marketing Automation Services Small Business Marketing Marketing Automation Automation 120

Customer Experience Matrix

AUGUST 11, 2010

Summary: Adobe added Web content management, digital asset management and social media features to its arsenal when it purchased Day Software last month. But Day fills out its line by adding enterprise-class content management, digital asset management and social (blog, Wiki, etc.) publishing.

Digital Asset Management 120

Digital Asset Management Enterprise Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

APRIL 20, 2010

For example, the State of Inbound Marketing 2010 survey from Hubspot found that outbound leads (from telemarketing, trade shows and direct mail) cost an average of $332, compared with $134 per inbound lead (from social media and Web sites). Events and trade shows actually rank below all of these.

Lead Scoring 120

Lead Scoring Lead Ranking Customer Surveys Sales Qualified Leads 120

Customer Experience Matrix

AUGUST 22, 2013

Like the others, Infer builds a proprietary database of pretty much every company on the Internet by scanning Web sites, blogs, social media, government records, and other sources for company information and relevant events.

Lead Ranking 120

Lead Ranking Lead Scoring Marketing Automation Services Ideal Customer Profiles 120

Customer Experience Matrix

NOVEMBER 4, 2010

Right On also has a connector with location-based social network Foursquare. Customer fit is based on static attributes such as title while activity score is based on events such as email opens or Twitter posts. It can also pull file segments and Salesforce.com campaign members as lists.

Salesforce.com 120

Salesforce.com Lead Scoring Lead Ranking Marketing Automation Services 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. These are already assembled by various vendors, so all that’s needed is a relatively simple integration.

Eloqua 120

Eloqua Paper Profiling Marketing Automation Services 120

Customer Experience Matrix

AUGUST 21, 2009

Neither group has meaningfully integrated social media monitoring and interactions beyond making it easy to share posts to Twitter and Facebook , although Alterian ’s Techrigy acquisition (see my related blog post ) and Pedowitz Group ’s Sweet Suite (see yesterday's post ) are steps in that direction. This scope makes it truly different.

Marketing Automation Services 120

Marketing Automation Services Digital Asset Management Marketing Management Paid Search Agency 120

Customer Experience Matrix

SEPTEMBER 11, 2013

So our first thought was to find a system that offered those plus some cool new things like social media profiling. In any event, the test import worked perfectly the first time out, which was a great feeling of accomplishment.

CRM 120

CRM Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

MARCH 22, 2010

These can be executed in batch or triggered by events posted to the system API in real time. A client with two million customers and a proportionate mix of email, direct mail, text messages, surveys and social content would pay $15,000 per month. Users can execute custom attribution rules during their database build.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Multi-Channel 120

Customer Experience Matrix

JANUARY 31, 2010

Plans can automatically modify themselves in response to events: for example, if a piece of copy is rejected, the system can add a new set of review and revision steps. The marketing operations module adds $2,500 per month and other modules such as social media, banner ads, Web analytics and Web alerts add $1,500 each.

Paid Search Agency 120

Paid Search Agency Work Management Marketing Management Resource Management 120

Customer Experience Matrix

AUGUST 23, 2009

Summary: Pedowitz Group’s Sweet Suite captures social media comments and forwards them to a company’s primary marketing automation system. It’s a small but critical step towards integrating social media with other marketing programs. But social media are for interactions, not broadcasts.

Marketing Automation Services 120

Marketing Automation Services Social Media Work Management Marketing Management 120

Customer Experience Matrix

JANUARY 24, 2015

CRM includes opportunity tracking, unlimited user defined fields, and automatic search of Facebook and LinkedIn when new contacts are added; algorithms can automatically estimate the right number of points for different events to build a predictive lead score. This scope covers email, Web forms, multi-step campaign flows, and CRM.

Marketing Automation Services 120

Marketing Automation Services Small Business Marketing Paid Search Agency Marketing Report 120

Customer Experience Matrix

AUGUST 18, 2016

I ended up with six functions**: ABM Process System Function Comment Identify Target Accounts Assemble Data Data includes existing accounts and contacts from marketing automation and CRM, external information including events and interests, and information about net new accounts and contacts.

Work Management 120

Work Management Marketing Automation Services Marketing Management Account Based Marketing 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. Integration with other CRM systems is due soon.

Marketing Automation Services 120

Marketing Automation Services Digital Asset Management Marketing Management Marketing Automation 120

Customer Experience Matrix

MAY 6, 2010

Summary: Genoo provides a simple Web site, demand generation and social marketing for $199 per month. Demand generation features are adequate, if a bit rudimentary, and are supplemented by social marketing capabilities that do an above-average job of integrating social activities with traditional lead data.

Small Business Marketing 120

Small Business Marketing Marketing Management Planning Paid Search Agency 120