Customer Experience Matrix

MARCH 6, 2016

According to the person I spoke with – who was fortunately not wearing a police uniform – they actually track all contacts with each customer, meaning they have the data to assign fractional credit to each touch using advanced statistical methods. I’m pretty sure they’re right. Two other vendors also caught my eye. So it's worth a look.

Small Business Marketing 120

Small Business Marketing Work Management Marketing Management Planning 120

Customer Experience Matrix

JUNE 18, 2013

AgilOne takes this a step further by automatically listing the data attributes with the greatest statistical impact on each item. customer data integration marketing automation predictive modeling interaction management real time decision management customer data platform agilone' Runyon himself credited Chicago journalist Hugh Keough.

Marketing Automation Services 120

Marketing Automation Services Ideal Customer Profiles Analytics Marketing Management 120

Customer Experience Matrix

OCTOBER 15, 2013

Key findings will be presented in a Webinar next Thursday, sponsored by TreeHouse Interactive ; you can register here. Last week’s post provided statistics that show how many marketers fail to make this transition, but it didn’t actually show why this matters. The paper itself will be available to Webinar attendees.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Automation BtoB 120

Customer Experience Matrix

FEBRUARY 1, 2012

It’s also interactive: you can change the weights assigned to different items and watch the vendors zoom around the quadrant as a result. Although the VEST is primarily intended to help people who are buying a marketing automation system, its database also provides a statistical portrait of the industry.

Marketing Automation Services 120

Marketing Automation Services Marketing Report Marketing Automation Automation 120

Customer Experience Matrix

JUNE 28, 2010

The system also counts of how often each item pair occurs in the source data, supporting statistical as well as semantic analysis. There's no need to load them differently or build a causal model of how they interact. But this is still much less work than conventional statistical modeling or rule-based systems.

Organization 120

Organization Analysis API Statistics 120

Customer Experience Matrix

JUNE 29, 2011

They've been pulling these together with an “Interactive Marketing Hub” in beta since last September, which is now used by 500 of their 4,000 clients. The IMH sports a slick user interface with a very nice dashboard showing real-time updates of summary statistics for each channel.

Eloqua 120

Eloqua Marketing Management Marketing Automation Services Lead Ranking 120

Customer Experience Matrix

FEBRUARY 7, 2016

This question disqualified a few vendors that look only at online interactions. Nearly all the vendors use what I've labeled an "algorithmic" approach, meaning they perform some sort of statistical analysis to estimate the attributed values. Does the system capture offline as well as online messages?

Marketing Attribution 120

Marketing Attribution Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

FEBRUARY 3, 2010

and behaviors (promotion responses, purchases, customer service interactions, etc.). Addressable media include direct mail, email, outbound telemarketing, and customer service interactions. They do have opportunities to manage interactions, but often know only what has happened during the current interaction itself.

Work Management 120

Work Management Paid Search Agency Marketing Management Database Marketing 120

Customer Experience Matrix

AUGUST 21, 2009

The new offering is designed to support all stages of interactive marketing, starting with traffic generation from paid search, Web banner ads and blogging, and continuing with visitor behavior tracking, landing pages and forms, interactive dialogs, multi-step email campaigns, lead scoring and CRM integration.

Marketing Automation Services 120

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

Customer Experience Matrix

SEPTEMBER 3, 2009

Summary: Here are links to about twenty studies with statistics on online media consumption and advertising spend. The Media Audit gives yet another set of statistics on time by medium. A Forrester chart posted on Mashable shows interactive marketing spend by category, projected from 2009 to 2014. of the total in that category.

Spending 120

Spending Media Mobile Advertising Forrester 120

Customer Experience Matrix

NOVEMBER 18, 2011

But this will soon be followed by more profound adjustments for touch screens, shorter view times, QR codes, special-purpose apps, gamification, social interactions, location awareness, and other mobile-specific possibilities. The first change is to create standard materials in mobile-friendly formats. External data.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Paid Search Agency 120

Customer Experience Matrix

APRIL 28, 2009

Obviously any survey based on 36 net responses (and self-selected at that) has little statistical value, but I still think the broad results are extremely interesting. The survey was promoted on this blog and the Raab Guide site, but primarily via posts on Twitter. Thanks to the many people who 'retweeted' the request).

Demand Generation 120

Demand Generation Customer Surveys Demand Marketing Automation Services 120

Customer Experience Matrix

JULY 21, 2009

The real attention has gone into scheduling and recording one-on-one interactions. Jesubi provides detailed statistics on the outcomes of each contact within a campaign, as well as highlighting results for each sales person. Building these links is difficult in most CRM software and virtually impossible in marketing automation systems.

Efficiency 120

Efficiency Marketing Automation Services Work Management Marketing Management 120

Customer Experience Matrix

NOVEMBER 15, 2007

It is not to be confused with SAS Interaction Management, an event-detection system based on SAS's Verbind acquisition in 2002. SAS says it intends to tightly integrate RDM and Interaction Manager during 2008, but hasn’t worked out the details. These are some pretty interesting trees, but let’s step back and look at the forest.

Resource Management 120

Resource Management Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

MAY 20, 2009

Vendors who replace conventional decision rules with automated statistical methods may gain a key competitive advantage because the automated methods produce substantially and measurably better results. But those direct interactions also built a relationship between the salesperson and the prospect. It could destroy your company.

Digital Asset Management 120

Digital Asset Management Work Management Marketing Management Rules 120

Customer Experience Matrix

NOVEMBER 29, 2010

Summary: Treehouse Interactive has been slowly enhancing its marketing automation system with features that appeal to experienced users. It’s been nearly two years since my last review of Treehouse Interactive. It’s been nearly two years since my last review of Treehouse Interactive. Here's an update.

Features 120

Features Marketing Automation Services Marketing Management Salesforce.com 120

Customer Experience Matrix

JULY 30, 2009

Although Hubspot positions itself as an “inbound marketing system,” it actually does more than the search engine optimization, blogging, social media interactions and related analytics needed to generate Web traffic. Hubspot has accepted this challenge. Of course, the customers are the ultimate judges of success.

Small Business Marketing 120

Small Business Marketing Bundling Work Management Paid Search Agency 120

Customer Experience Matrix

JANUARY 24, 2018

The system can apply statistical methods and rules to identify multiple devices used by the same person, such as computers, tablets, smart phones, and home appliances. This refers to interactions with the company’s own Web site, whether on a desktop computer or mobile device. Real-time interactions. Probabilistic match (a.k.a.

Work Management 166

Work Management Marketing Management Vendors Ideal Customer Profiles 166

Customer Experience Matrix

FEBRUARY 7, 2007

These in turn are always built from the same customer interactions—promotions, purchases, support requests, and so on. The amount of time you need to wait to detect statistically significant differences will depend mostly on the volume of data available. Today we’ll look at them.

Analysis 120

Analysis Comparison Acquisitions Segmentation 120

Customer Experience Matrix

AUGUST 24, 2016

As the Guide defines it: Vendors in this category use statistical techniques to select target accounts. Target Scoring isn’t just any use of predictive analytics, which can also include things like finding surges in content consumption (used to identify intent) or recommending the best content to send an individual.

Lead Ranking 120

Lead Ranking Vendors Account Based Marketing Lead Scoring 120

Customer Experience Matrix

AUGUST 18, 2016

Identify Target Accounts Plan Interactions Execute Interactions Analyze Results The next step was to define the system functions that support each process step. Plan Interactions Assemble Messages This includes building marketing messages and importing messages built in external systems. Either approach can be effective.

Work Management 120

Work Management Marketing Automation Services Marketing Management Account Based Marketing 120

Customer Experience Matrix

MARCH 29, 2016

This still isn't a purely objective process because some human or machine judgement is still needed to exclude irrelevant details, assign interactions to journey stages, and select the most important sequences. The vendor plans to add statistically inferred weights in April. Your next question, presumably, is where can I buy one?

Work Management 120

Work Management Marketing Management Multi-Touch Attribution Optimization 120

Customer Experience Matrix

MAY 27, 2014

This degree of control is usually reserved for advanced interaction management systems. Persado offers a sort of multi-variate testing on steroids, using semantic and statistical algorithms to auto-generate and test thousands of alternative marketing messages across Web pages, apps, email, text, social, search and display advertising.

Paid Content 120

Paid Content Paid Search Agency Ideal Customer Profiles Advertising Agencies 120

Customer Experience Matrix

MAY 11, 2016

Plenty of other vendors have the potential to make the transition – in particular, products developed for real time interactions and Web personalization. It can also display other statistics in graphs next to the flow diagram, as well as letting users analyze subsets of the audience or even a trace the path of a single individual.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Work Management Marketing Management 120

Customer Experience Matrix

MAY 22, 2013

Even the leading survivors, including Neolane (founded 2001) and RedPoint (founded 2006) have their roots in traditional outbound campaigns, although they now support Web, social, and real-time interactions to varying degrees. All well and good, but it means you need to build a separate flow for each step in a multi-stage interaction.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Marketing Management Marketing Automation 120

Customer Experience Matrix

OCTOBER 31, 2007

Like Assetlink, Infor gives Teradata a quick way to offer a capability (real time interaction management, including self-adjusting predictive models) that is increasingly requested by clients and offered by competitors. Even then, though, real-time interaction flows will be defined outside of Teradata Relationship Manager.

Enterprise Management 120

Enterprise Management Work Management Marketing Automation Services Marketing Management 120

Customer Experience Matrix

MAY 22, 2008

The sales cycle for these extends over many interactions as the customer educates herself, gets others involved for their opinions and approvals, speaks with sales people, and moves slowly towards a decision. One is to tie together the string of interactions and link them with the customer’s ultimate purchase decision.

Work Management 120

Work Management Lead Ranking Marketing Management Trigger Marketing 120

Customer Experience Matrix

JULY 14, 2009

Guarnaccia offered a Web site marketing maturity model that started with traffic statistics and extended to user experience statistics, content profiling, segmentation, conversion tracking, campaign management, sales enablement (using the IP address to identify visitor location and company), testing and optimization, and real time personalization.

Work Management 120

Work Management Marketing Management Marketing Automation Services Analytics 120

Customer Experience Matrix

APRIL 16, 2009

Lyza also provides basic statistical functions including descriptive statistics, correlation and Z-test scores, a mean vs. standard deviation plot, and stepwise regression. Similarly, data visualization is limited compared to a Tableau or ADVIZOR, but allows some interactive analysis and is more than adequate for day-to-day purposes.

Enterprise Management 120

Enterprise Management Work Management Analysis API 120

Customer Experience Matrix

OCTOBER 3, 2006

This is not the same as modeling interactions between consumers and one company, which could span multiple products and interactions other than purchases. But that might be an okay way to build a customer experience model, so long as you could also gather other statistics such as cost of goods and customer service expense.

Terms and Conditions 120

Terms and Conditions Aggregators Statistics Paid Search Agency 120

Customer Experience Matrix

MAY 15, 2008

Detailed tracking of individual behavior is quite different from traditional Web analytics, which are concerned with mass statistics—which pages are viewed most often, what paths do most customers follow, which offers yield the highest response.

Demand Generation 120

Demand Generation Demand Marketing Automation Services Marketing Management 120

Customer Experience Matrix

JULY 28, 2009

The system is designed to support real-time interactions, although no client has yet deployed it that way. Kxen statistical software is integrated for end-user predictive modeling and scoring. Users can build and reuse standard execution templates for specific destinations. They can also manage seed lists and control groups.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

NOVEMBER 12, 2007

Unfortunately, rule management is quite limited: users don’t even get statistics on how often different rules are fired or how they perform. Understanding interactions across different levels can be difficult, yet BridgeTrack provides little assistance.

Advertising Channels 120

Advertising Channels Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

NOVEMBER 27, 2006

account for interactions among variables: this is a technical issue and one where vendors who use different test designs make claims that only an expert can assess. As discussed in last Wednesday’s post, it can be difficult to combine several measures into one value for the test to maximize.

Work Management 120

Work Management Marketing Management Multi-Channel Vendors 120