Customer Experience Matrix

DECEMBER 13, 2012

Letting external systems deliver the actual interactions causes no particular harm. Most decision managers assume content is best stored with the touchpoint systems, while SiteCore wants to store most content itself. I chalk this up to their heritage as a content management vendor.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

MARCH 9, 2015

Social networks, mobile devices including phones and wearables, and the Internet of Things will provide ever-more details about the precise situation of each customer during each interaction. If each interaction is bid separately, then the notion of campaigns that lead the customer through a sequence of contacts on a flow chart is irrelevant.

Marketing Automation Services 120

Marketing Automation Services Ideal Customer Profiles Terms and Conditions Lead Ranking 120

Customer Experience Matrix

DECEMBER 18, 2012

The reason is that post-sales interactions are increasingly automated and marketers have the best tools to manage automated interactions effectively. They also have limited interactions with sales and service departments, who own the post-sales customer relationship.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Marketing Management Automation 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. But ExactTarget has added mobile, Web pages, and social in recent years.

Eloqua 120

Eloqua Marketing Management Marketing Automation Services Lead Ranking 120

Customer Experience Matrix

SEPTEMBER 26, 2013

As customers interact across more channels, marketers need to not just meet them in every new location but recognize them and carry on a continuous conversation from one touchpoint to the next. Dirty big data is our industry’s dirty little secret. The problem isn’t new but it is getting worse.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Ideal Customer Profiles 120

Customer Experience Matrix

APRIL 15, 2014

It’s true that customers today expect every company to track their interactions and respond intelligently across all touchpoints.† Second, even the same business strategy could result in different technology approaches. Business strategies still differ.

Marketing & Strategy 120

Marketing & Strategy Marketing Strategy Planning Business 120

Customer Experience Matrix

JANUARY 18, 2007

All this leads to the proposition that the only really important interactions are those that “leave a lasting impact and change a particular customer’s attitude toward the company.” It even defines “customer experience” as “the impact that certain interactions make that create a lasting feeling or attitude toward a bank.”

Paper 120

Paper Work Management Marketing Management SIC 120

Customer Experience Matrix

NOVEMBER 20, 2012

Purchases have included Group 1 Software (2004), MapInfo (2007) and Portrait Software (2010), which are now part of a customer analytics and interaction group within the company’s software division. IO connects with touchpoints and other data sources through Foundation, which can accept via Web service calls or SQL queries.

Interactive Marketing 120

Interactive Marketing Marketing Management Marketing Automation Services Campaigns 120

Customer Experience Matrix

APRIL 12, 2007

more extensive business intelligence capabilities built into enterprise software systems like SAP - rule- and model-driven interaction management components built into customer touchpoint systems - more advanced testing functions built into operational processes (okay, we haven’t seen that one yet, but I did write about it yesterday ).

Distribution 120

Distribution Analytics Enterprise Management Lead Ranking 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. Flows are then made available to customer touchpoint systems as Web services using J2EE.

Resource Management 120

Resource Management Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

JUNE 9, 2011

Summary: Swyft offers a Software-as-a-Service real-time interaction manager. Last month’s post on Oracle Real Time Decisions offered a brief overview of real-time interaction management products. A company must be quite large for this to cover the interaction manager's cost.)

Work Management 120

Work Management Marketing Management Cost Software 120

Customer Experience Matrix

MAY 26, 2011

This is especially true in customer management, where new touchpoints – Web, mobile, social, etc. What this means in practical terms is that companies wishing to coordinate customer treatments across channels need to knit together their separate touchpoints. appear at a dizzying pace.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

JUNE 25, 2015

This was realistic when interactions were limited to a few company-controlled touchpoints. What’s changed is visibility: marketers now can see vastly more data about their customers and can interact with them through vastly more channels. Each interaction is embedded in the context of a customer’s relationship with the company.

Work Management 120

Work Management Marketing Management Marketing Automation Services Marketing Automation 120

Customer Experience Matrix

MARCH 18, 2010

Business process technology vendor Pegasystems announced on Monday that it was purchasing Chordiant , which offers a central decision engine for customer interactions. At that time, they had just added some slick simulation capabilities that estimated outcomes if a different set of rules had been applied to historical interactions.

Work Management 120

Work Management Marketing Management Marketing Automation Services Buy 120

Customer Experience Matrix

NOVEMBER 15, 2012

real time interaction managers), which are used to select the best treatment during a Web visit, telephone call, or other interaction. This includes the touchpoints (customer-facing execution systems), such as Web sites and call centers, and other systems with relevant data, such as order processing and marketing databases.

Marketing Management 120

Marketing Management Marketing Automation Services Multi-Channel Touchpoints 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 map shows the number of interactions by channel and stage and highlights the most common path taken by buyers.

Work Management 120

Work Management Marketing Management Multi-Touch Attribution Optimization 120

Customer Experience Matrix

OCTOBER 8, 2014

This, in turn, requires integrated systems to gather the necessary data in a single location, track interactions with individuals, send appropriate messages, and monitor results. But there are plenty of other touchpoints that responsive design doesn’t reach, including display ads, call centers, and social media. .

Work Management 120

Work Management Marketing Management Multi-Touch Attribution Planning 120

Customer Experience Matrix

NOVEMBER 15, 2009

I agree with one reservation: I doubt large companies will use a single system to manage all customer touchpoints. If I read Michiels correctly, he believes that one integrated system will execute the interactions across all channels. push the treatment decisions back to the touchpoints for execution. . I don’t think so.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Marketing Automation Marketing Management 120