Customer Experience Matrix

JUNE 15, 2009

This actually prompted some very deep thinking over the weekend, which will show up in my Information Management magazine column over the next several months. Of course, my correspondent had already been trying, so his question was whether I had any new ideas for how.

Work Management 120

Work Management Marketing Management Service Software 120

Customer Experience Matrix

SEPTEMBER 3, 2009

Magazine Publishers Association reported the share of time with different media, although you have to read the table carefully because it reports minutes spent by of “users” of each medium rather than the average across all consumers. The MPA provides other, related data in its 92-page guide Magazines: The Medium of Action.

Spending 120

Spending Media Mobile Advertising Forrester 120

Customer Experience Matrix

JANUARY 9, 2007

Here, the best that can be done is to select TV shows, magazines, and other vehicles that reach particular customer segments and deliver messages appropriate to those segments. It is what product configuration and after-sales service are about, not to mention informational Web sites.

Companies 120

Companies Brand Identity Branding Cross-Selling 120

Customer Experience Matrix

FEBRUARY 7, 2007

For example, magazine publishers think primarily in terms of copies sold. Sticking with magazines, publishers traditionally look at renewal rates as a key indicator of business health. If you only want to look at the final LTV number, it doesn’t matter how these elements are used to get it.

Analysis 120

Analysis Comparison Acquisitions Segmentation 120

Customer Experience Matrix

DECEMBER 8, 2006

I considered in-flight magazines, another key pathway into the executive brain case. How about the big consultancies—McKinsey, Accenture, and such? I’m sure they do customer experience management work, but the few I checked don’t seem to have practices with that title. No buzz-power there. But I couldn’t find any index of articles to check.

Work Management 120

Work Management Marketing Management Wikipedia Buzz 120

Customer Experience Matrix

FEBRUARY 6, 2007

They therefore calculate lifetime value separately for each source of customers and sometimes for more subtle distinctions such as the nature of the initial offer (for example, sweepstakes vs. non-sweepstakes in magazine subscriptions). They can then set appropriate allowable acquisition costs for each group.

Allocation 120

Allocation Acquisitions Cable Cost 120

Customer Experience Matrix

DECEMBER 21, 2011

Web analytics and optimization (could be part of Web site management but still largely done by separate systems.)

Marketing Automation Services 120

Marketing Automation Services Digital Asset Management Work Management Marketing Management 120

Customer Experience Matrix

OCTOBER 20, 2006

Infor ( www.infor.com ), an enterprise software vendor which now owns Epiphany marketing software, was one of four winners of the CRM Magazine 2006 CRM Elite Award for its deployment at Interval International, a vacation exchange network.

Ad Exchange 120

Ad Exchange CRM Vendors Software 120