Customer Experience Matrix

NOVEMBER 3, 2018

Decision systems include several categories such as marketing planning and content management, but the most relevant here are analytics, including segmentation and predictive models, and personalization*, which selects the best message for each individual. In most cases, these vendors now deliver across multiple channels.

Marketing Automation Services 325

Marketing Automation Services Work Management Marketing Management Multi-Channel 325

Customer Experience Matrix

FEBRUARY 16, 2017

Which is pretty ironic, since they’re an almost perfect example of a Customer Data Platform – that is, a system that assembles customer data from multiple systems and makes it available for marketing and analytics. Single customer view is clearly CDP territory, but the marketing automation and attribution are not.

Top of Funnel 168

Top of Funnel Marketing Automation Services Ideal Customer Profiles Enterprise Management 168

Customer Experience Matrix

MARCH 12, 2017

Thomas Wieberneit argues in a thoughtful blog post that companies need one platform for consolidated customer data, but that Customer Data Platform isn’t it because the CDP is “marketer-controlled” by definition, and thus doesn’t support other departments. Many of the CDP vendors have told me their systems are used outside of marketing.

Enterprise Management 184

Enterprise Management Work Management Ideal Customer Profiles Marketing Management 184

Customer Experience Matrix

JUNE 22, 2014

Social marketing is growing up. Pioneering marketers create custom tools to exploit it. Eventually, those medium-specific products themselves become part of larger, multi-medium suites (for which the current buzzword is “omni-channel”). We’re seen this movie before, folks.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Social Marketing Automation 120

Customer Experience Matrix

JANUARY 18, 2015

It’s nearly two years since I introduced the concept of a Customer Data Platform , defined as a marketer-controlled system that builds a multi-source customer database and exposes it to external execution systems. The diagram labels the Data + Decision combination as a “Marketing Platform”.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Marketing Attribution Lead Ranking 120

Customer Experience Matrix

JULY 3, 2014

But marketers want to integrate email with other messaging channels, so a stand-alone email platform is increasingly unattractive. The obvious solution is to add other channels and, even more important, features to control the decisions of when, how, and to whom messages are sent. On the whole, I’d say it does.

Work Management 120

Work Management Marketing Management Marketing Automation Services Paid Search Agency 120

Customer Experience Matrix

SEPTEMBER 24, 2018

It’s easy to decide there’s an entity called “customer” but hard to agree on one definition that will apply across all channels and back-office processes. Note that CDPs are deployed at the company level, so they don’t need to solve the multi-company problem. Reconciling these is the main challenge in any data integration project.

Enterprise Management 295

Enterprise Management Work Management Marketing Management Marketing Automation Services 295

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. Segmentation.

Paid Search Agency 120

Paid Search Agency Advertising Agencies Multi-Channel Work Management 120

Customer Experience Matrix

MAY 20, 2017

These include what data is available, how messages are chosen, which channels are supported, and how the system is implemented. Specifically, users create “experiences” that usually relate to a single position on a Web page or single message in another channel. Implementation: this also varies by channel.

Advertising Channels 120

Advertising Channels Personalization Multi-Channel API 120

Customer Experience Matrix

JULY 14, 2017

I reviewed Blueshift in June 2015 , when the product had been in-market for just a few months and had a handful of large clients. Basically, the system is still what it was: a Customer Data Platform that includes predictive modeling, content creation, and multi-step campaigns. So let’s do a quick update.

Features 120

Features Enterprise Management SMS Multi-Channel 120

Customer Experience Matrix

DECEMBER 16, 2013

Rather than let my precious wisdom go to waste*, I''ll share below what I think will be most important marketing technology trends of 2014. Marketers will have an increasing number of ways to build consolidated, multi-source customer databases without waiting for help from their IT departments. Customer Data Platforms mature.

Trends 120

Trends Paid Search Agency Multi-Channel Ideal Customer Profiles 120

Customer Experience Matrix

NOVEMBER 9, 2015

It’s clear that 2015 has been the breakout year for predictive analytics in marketing, with at least $242 million in new funding, compared with $366 million in all prior years combined. Maybe I shouldn't be surprised that predictive marketing vendors seem to have anticipated this. They are, after all, experts at seeing the future.

Lead Ranking 120

Lead Ranking Lead Scoring Work Management Marketing Automation Services 120

Customer Experience Matrix

FEBRUARY 4, 2014

I’ve just published the latest edition of our B2B Marketing Automation Vendor Selection Tool (VEST), with updated entries on all your favorites and several new entries to boot. Yes, there’s continued growth in various aspects of social media marketing and in mobile-friendly content creation. mid-market leadership may be up for grabs.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Marketing Management Top of Funnel 120

Customer Experience Matrix

OCTOBER 4, 2011

I spent yesterday prowling the exhibit hall at the Direct Marketing Association annual conference in Boston. This uncovered several additional candidates for mid-tier business-to-consumer marketing automation. BullsEye Marketing Systems – generates sophisticated outbound campaigns.

Marketing Automation Services 120

Marketing Automation Services Digital Asset Management Enterprise Management Marketing Automation 120

Customer Experience Matrix

FEBRUARY 24, 2014

Since I just wrote last Friday about how DMPs integrate with marketing automation to unify customer treatments in Web advertising and direct channels, I’m tempted to just point you to that post for an explanation of how this works and why it matters. As of this morning, Oracle’s competitors have a new gap in their product lines.

Enterprise Management 120

Enterprise Management Marketing Automation Services Work Management Marketing Management 120

Customer Experience Matrix

AUGUST 19, 2016

Yesterday’s post announced our new Guide to ABM Vendors , which helps marketers make sense of the confusing variety of ABM-related systems. Customized Messages and Execution can be found in non-ABM systems such as Web site personalization or marketing automation.* They often specialize in channels such as display ads.

Work Management 120

Work Management Marketing Management Marketing Automation Services Account Based Marketing 120

Customer Experience Matrix

OCTOBER 22, 2009

Summary: SalesFusion combines all channels within marketing, and merges marketing automation with CRM as well. Look, I know online marketing is important. But let’s not forget that offline channels still account for nearly 90% of total advertising expenditures. My point here – have you met my pet, Peeve? –

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

MAY 21, 2012

Experian Marketing Services yesterday announced its acquisition of marketing automation vendor Conversen. This is the third marketing automation acquisition in the past month, following Intuit’s purchase of Demandforce and FICO’s purchase of Entiera. See my review from February 2010 for a more detailed explanation.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Advertising Agencies Marketing Automation 120

Customer Experience Matrix

NOVEMBER 20, 2012

In his classic Harvard Business Review article Marketing Myopia , Theodore Levitt argued that railroad companies could have survived the rise of the automobile had they considered their business to be providing transportation, not running trains. Recommendations in IO are based on marketing activities. billion since 2000.

Interactive Marketing 120

Interactive Marketing Marketing Management Marketing Automation Services Campaigns 120

Customer Experience Matrix

MARCH 29, 2016

It’s even more different from taking conventional multi-step campaigns and calling them "journeys”. But it's much more data-driven than starting with an marketer-created design. - By “journey as the framework for message selection” I mean that marketing messages or campaigns are triggered when customers reach a particular journey step.

Work Management 120

Work Management Marketing Management Multi-Touch Attribution Optimization 120

Customer Experience Matrix

SEPTEMBER 28, 2011

The world clearly has more B2B marketing automation vendors than it needs – my master list of demand generation products includes two dozen. By contrast, mid-tier consumer marketers often have a hard time finding good options. Many marketing service providers manage Alterian systems for their clients. Decision Software Inc.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Resource Management Marketing Management 120

Customer Experience Matrix

APRIL 11, 2013

So…my last two posts on attribution systems ( MMA and VisualIQ ) were among the least popular ever, right down there with Marketing Lessons from Chernobyl (which, let’s face it, was in pretty poor taste). Their latest expansion moves them beyond digital channels to offline media including direct mail, television, and print. Impressive.

Multi-Touch Attribution 120

Multi-Touch Attribution Optimization Multi-Channel Allocation 120

Customer Experience Matrix

JANUARY 31, 2014

Last week’s post looked at newer marketing automation systems that focused on small businesses. The general notion is that small businesses are finding existing marketing automation products too hard to use and would be happy with something simpler, especially if it costs less.

Marketing Automation Services 120

Marketing Automation Services Digital Asset Management Marketing Management Marketing Automation 120

Customer Experience Matrix

MARCH 6, 2016

The real focus of the conference was introducing the latest version of Infusionsoft’s Small Business Success Method, an approach to helping small businesses plan their marketing programs. I still think Infusionsoft could be displaced by an aggressive, well-funded competitor, especially as marketing technologies and methods continue to change.

Small Business Marketing 120

Small Business Marketing Work Management Marketing Management Planning 120

Customer Experience Matrix

JUNE 5, 2012

Salesforce.com yesterday announced agreement to buy social media publishing vendor Buddy Media for $689 million, thereby adding another big fluffy piece to its “marketing cloud”. What are marketers to make of all this activity, not to mention Marketo ’s acquisition in April of social marketing vendor Cloud Factory ?

Resource Management 120

Resource Management Salesforce.com Marketing Automation Services Marketing Management 120

Customer Experience Matrix

JUNE 2, 2015

One thing that’s become clear since then is that only big companies will purchase a marketing database by itself. B2C CDPs have often included campaign engines that manage triggers, query-based segmentations, and multi-step program flows in addition to predictive models. How simple? Well, one measure is implementation time.

Marketing Automation Services 120

Marketing Automation Services Lead Ranking Multi-Channel SMS 120

Customer Experience Matrix

NOVEMBER 5, 2015

What the Bard would have meant is that some systems are designed around a marketing database, some add a database later in their development, and some attach to external data. That’s pretty much what you want in your marketing database. So while Signal might be the core database supporting other marketing systems, Iterable will not.

Marketing Analytics Tools 120

Marketing Analytics Tools Advertising Channels Marketing Automation Services Work Management 120

Customer Experience Matrix

OCTOBER 8, 2014

I recently gave a talk on New Frontiers in Data Driven Marketing, which managed to incorporate Barbie, Fred Astaire and Ginger Rogers, General Winfield Scott, and The Three Stooges. But even without celebrities, I think the list is worth a quick look as you start planning for next year’s marketing programs.

Work Management 120

Work Management Marketing Management Multi-Touch Attribution Planning 120

Customer Experience Matrix

NOVEMBER 21, 2014

I know this is blasphemy, but I’m beginning to have doubts about solution selling – the idea that marketers should describe the customer problems they solve, not the features of their products. The corporate home page says “Sailthru makes it easy to personalize every channel for every customer,” which is accurate enough. data sources.

Lead Ranking 120

Lead Ranking Ideal Customer Profiles Personalization Classified Ads 120

Customer Experience Matrix

JULY 15, 2013

But since late 2011 the company has also offered a suite aimed at marketers, which now has more than 4,000 paid clients. Even in the small business sector, that count would make Vocus one of the largest marketing automation systems. But Vocus doesn’t quite match the profile of standard marketing automation products.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Marketing Management Social Marketing 120

Customer Experience Matrix

JANUARY 24, 2015

I’m revving up for the next edition of our B2B Marketing Automation Vendor Selection Tool (VEST) report, which will include six first-time entries. The system also extends beyond sales and marketing functions to include customer forums, Wikis, support tickets, project schedules with tasks assigned to individuals, and coupons.

Marketing Automation Services 120

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

Customer Experience Matrix

JANUARY 19, 2016

As you know from previous blog posts , I’ve been borderline obsessed recently with systems that automatically create multi-step campaign flows. OneSpot was already on my list of interesting companies because they automatically reformat content to use in different channels. Even fewer support advertising along with other channels.

Automation 120

Automation Classified Ads Paid Search Agency Multi-Channel 120

Customer Experience Matrix

JULY 29, 2009

Summary: Helmsman Marketing offers turnkey marketing campaigns for small business. It's a great way to meet their needs, but probably not the model that will ultimately prevail in small business marketing automation. I’ve spent a lot of time recently talking to marketing automation vendors hoping to sell to small businesses.

Small Business Marketing 120

Small Business Marketing Marketing Management Marketing Automation Services Multi-Channel 120

Customer Experience Matrix

DECEMBER 4, 2012

One easily predictable trend in B2B marketing automation is that vendors will tailor their systems to specific industries. The reason may be that B2B marketing automation products have a narrower scope than B2C systems, meaning there’s less advantage in creating vertical editions. Mindmatrix does a good job with these features.

Marketing Automation Services 120

Marketing Automation Services Paid Search Agency Marketing Automation Advertising Agencies 120

Customer Experience Matrix

SEPTEMBER 19, 2013

These vendors vary considerably in the data they return, ranging from lead scores only to recommended marketing treatments to full customer profiles. These systems build a multi-source marketing database from the client’s own data and either recommend marketing treatments to execution systems or execute marketing campaigns directly.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

JUNE 25, 2015

But I think the topic is extraordinarily important, so here is a summary in sushi-sized bites: - the conventional flow-chart model of marketing campaigns can’t capture the complexity of today’s disjointed customer journeys. - Marketers filled out these sheets and handed them to programmers to execute.

Work Management 120

Work Management Marketing Management Marketing Automation Services Marketing Automation 120

Customer Experience Matrix

NOVEMBER 23, 2010

The main changes, set for release next March, are: - an integrated framework to share customer information and marketing data (campaign plans, contents, etc.) across channels. The campaign builder in particular has been updated to support trigger-driven, multi-step processes in a branching flow chart.

Planning 120

Planning Marketing Management Multi-Channel Paid Search Agency 120