Customer Experience Matrix

MARCH 12, 2010

You may disagree with particular details on this chart, but that’s less the point than thinking about putting each medium into a larger context. media must be matched to your resources. This is also pretty obvious, but, again, it’s easy to ignore it when considering your options.

Social Media 120

Social Media Resources Wiki Media 120

Customer Experience Matrix

NOVEMBER 21, 2014

The issue, at least in marketing technology, is that all systems address pretty much the same general problem of sending the right messages to the right customers (in the right time, place, medium, device, language, tone, etc.). This means that solution statements sound pretty much alike, even when the actual products are different.

Lead Ranking 120

Lead Ranking Ideal Customer Profiles Personalization Classified Ads 120

Customer Experience Matrix

OCTOBER 1, 2011

In a traditionally a paper-based medium, Groupon (and its controversial IPO) have stimulated the question of whether digital couponing can take hold, and in what form. My colleague Michael Darviche covered the LEAD Marketing Conference in Chicago last week. Here’s his report.

Conference 120

Conference Mobile Advertising Lead Scoring Lead Ranking 120

Customer Experience Matrix

MAY 16, 2007

That would be a huge waste of the potential of the mobile medium. So the two are complementary, not competitive. But it would be easy for marketers to consider advertising enough by itself.

Mobile Advertising 120

Mobile Advertising Advertisements Advertising Acquisitions 120

Customer Experience Matrix

SEPTEMBER 7, 2010

Of course, the classic pay-per-click medium is paid search, and above all Google AdWords. But I’ve never seen it baked into the email engine of a marketing automation system. If you're aware of a similar product, please let me know. It's no accident that LeadPAC resembles AdWords in both function and appearance.

Marketing Automation Services 120

Marketing Automation Services Lead Ranking Work Management Adwords 120

Customer Experience Matrix

APRIL 6, 2007

In an advertising situation, it’s the medium owner (TV station, Web site, newspaper, list owner, etc.) For internal situations, the medium owner and advertiser are the same company but the separation between exposing and exploiting information is still relevant.

Advertisements 120

Advertisements Advertising Cable Ad Building 120

Customer Experience Matrix

JUNE 2, 2009

Treehouse Interactive is the only demand generation vendor to offer anything beyond a simple LinkedIn integration, and even Treehouse is only making it easier to use social media as a broadcast medium.

Demand Generation Agencies 120

Demand Generation Agencies Demand Generation Marketing Automation Services Marketing Management 120

Customer Experience Matrix

NOVEMBER 3, 2006

But, to be honest, yesterday’s post missed the notion of the mobile phone as a new medium in its own right. This reinforces the position I took yesterday that the cell phone is a device that interacts with several channels, rather than a channel by itself. It also reinforces yesterday's comments on the importance of location and context.

SMS 120

SMS Mobile Marketing Trigger Marketing Advertising Mediums 120

Customer Experience Matrix

SEPTEMBER 16, 2010

Beyond that, I’m creating separate weights for how important each answer is to small, medium and large marketing departments. Each will care about only some of the questions on the list and about other questions I’ve left out. Of course, I can (and just did) warn buyers to select the items that matter to them.

RFP 120

RFP Marketing Automation Services Marketing Automation Automation 120

Customer Experience Matrix

JUNE 14, 2007

For the acronym impaired, SMB is “small and medium sized business” and SaaS is “software as a service”, a.k.a. “ SMB SaaS sales robust, but holdouts remain ” reads the headline on a piece from SearchSMB.com Website. hosted systems.) The article quotes two recent surveys, one by Saugatuck Technology and the other by Gartner.

Marketing Management 120

Marketing Management Budget Programs Software SMB 120

Customer Experience Matrix

MAY 30, 2007

The primary result was what you’d expect: depending on the medium, just 7% to 14% of executives rate their marketing measurements “very effective”. SAS Institute recently released a survey of senior executives’ attitudes towards marketing performance measurement. But the details were perplexing.

Customer Surveys 120

Customer Surveys Planning Marketing Management Lead Scoring 120

Customer Experience Matrix

FEBRUARY 6, 2008

For now, the challenge is understanding how people behave in this new medium and how you can manage that behavior in useful ways. Instead, I think the interest was driven by something more basic—an intuition that social networks present a new way to reach people in a world where finding an engaged audience is increasingly difficult.

Conference 120

Conference CMO Advertising Agencies Marketing Management 120

Customer Experience Matrix

JULY 20, 2009

The user then sets the point totals that define three lead ranks (low, medium and high), the minimum rank for a "qualified" lead, and the minimum rank that will send the lead to Salesforce.com. Each of these is assigned a point value.

Active Conversion 120

Active Conversion Lead Scoring Lead Ranking Lead Management 120

Customer Experience Matrix

FEBRUARY 2, 2010

The only new medium they easily adopted was email, but that was essentially database marketing to begin with. This doesn’t mean that database marketing vendors are inevitably doomed or trapped in a shrinking specialty.

Database Marketing 120

Database Marketing Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

JUNE 22, 2014

It starts when a new medium is created – email, Web, now social. Point solutions are later combined into integrated products that manage all tasks associated with the medium. Eventually, those medium-specific products themselves become part of larger, multi-medium suites (for which the current buzzword is “omni-channel”).

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Social Marketing Automation 120

Customer Experience Matrix

FEBRUARY 25, 2010

Well, dynamic content requires the marketing automation vendor to work inside the message itself, using different technologies for each medium. Each Conversen content block currently supports a single medium. Conversen is working on multi-media content blocks that could be inserted into any medium. So where’s the catch?

Multi-Channel 120

Multi-Channel Demand Generation Agencies Advertising Channels Marketing Automation Services 120

Customer Experience Matrix

AUGUST 23, 2009

In other words, social media must be managed like any other marketing medium.* Social media events must be logged within the core marketing system, linked in that system to other information about the same individual, and responded to through standard marketing system campaigns.

Marketing Automation Services 120

Marketing Automation Services Social Media Work Management Marketing Management 120

Customer Experience Matrix

SEPTEMBER 23, 2009

Content that can itself “phone home” rather than relying on the carrier medium could be the long-term answer. Web analytics vendors are striving to extend their technologies to capture these, but at some point you have to look for a different basic model. Second, content will be self-optimizing.

Enterprise Management 120

Enterprise Management Analytics Work Management Marketing Automation Services 120