Customer Experience Matrix

APRIL 1, 2020

Online groceries, cold medications, fitness equipment and computers surged, as did preordering for in-store pickup. They report that total retail demand fell by 86% by the end of March and even online revenue is down 73%. In the later survey, 49% of consumers said they were buying less in-store and 34% were shopping more online.

Paid Search Agency 240

Paid Search Agency Companies Advertising Agencies Business 240

Customer Experience Matrix

DECEMBER 13, 2020

Media Everyone knows the pandemic accelerated the shift towards online media that was already under way. As online advertising is increasingly delivered through those channels, the death of cookies becomes less important. remote work is here to stay.

Marketing AI 367

Marketing AI Privacy Peer-to-peer Amazon 367

Customer Experience Matrix

SEPTEMBER 3, 2018

Duke Fuqua’s most recent CMO Survey found that use of online (first party) customer data has grown at 63% of companies in the past two years while just 31% expanded use of third party data. These go beyond lists of target customers or comparing anonymized online and offline data. It then executes tailored online marketing campaigns.

DemandBase 199

DemandBase Lead Ranking Paid Search Agency Work Management 199

Customer Experience Matrix

FEBRUARY 7, 2016

Does the system capture offline as well as online messages? This question disqualified a few vendors that look only at online interactions. Those are the raw inputs needed for any attempt at estimating the impact of individual messages on the final result. You need both to understand all influences on results.

Marketing Attribution 120

Marketing Attribution Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

MARCH 14, 2017

Some systems are largely limited to online interactions, while others are built to combine online and offline channels. CrossEngage works in online channels, using its own tags to capture Web interactions and API connections to ingest data from email providers, mobile apps, and other sources.

Ideal Customer Profiles 214

Ideal Customer Profiles Work Management Terms and Conditions Elasticity 214

Customer Experience Matrix

SEPTEMBER 8, 2017

Online retailers do capture customer names and transactions operationally. And, while I don’t have firm data, my impression is that online-only retailers have been slower to buy CDPs than their multi-channel cousins. This means their customer data management has been less mature and more fragmented.

Marketing Automation Services 168

Marketing Automation Services Buy Work Management B2B Marketing 168

Customer Experience Matrix

MARCH 30, 2012

Winterberry and Forrester were specifically about online marketing, Gleanster and Marketing Sherpa were B2B surveys, and IBM and the two CMO Council studies were of general marketers. Since most B2B marketing is also online, it makes sense to look at the first four as one group and the other three as another.

Barriers 120

Barriers Customer Surveys Budget Programs Process 120

Customer Experience Matrix

NOVEMBER 2, 2010

ATG is a specialist in e-commerce (the ERM doughnut in the online operations pizza slice), an area where Oracle’s traditional ERM products are weak. As my model suggests it should, ATG also encompasses online CRM and online marketing, where Oracle’s Siebel line is also a little thin. Just ask Oedipus.

Marketing Automation Services 120

Marketing Automation Services Digital Asset Management Marketing Management Marketing Automation 120

Customer Experience Matrix

DECEMBER 1, 2017

Those firms continue to dominate life online, and advertising and ecommerce in particular. What I find surprising isn’t the panic, but that their main reaction has been to introduce innovations like “BOPIS” (buy online, pick up in store) that focus on shopper convenience.

Marketing AI 149

Marketing AI Cable Paid Search Agency Amazon 149

Customer Experience Matrix

APRIL 30, 2019

There’s a reasonable possibility that we’ll soon gain access to an alternative universe of online systems that protect rather than destroy consumer privacy. It’s hard to find consistent data over time but it’s a safe bet that this GlobalWebIndex report is correct that consumers' privacy concerns have grown sharply in recent years.

Privacy Protection 219

Privacy Protection Privacy Eye-Tracking Mobile Advertising 219

Customer Experience Matrix

DECEMBER 11, 2019

AgilOne is a particularly good fit because it’s better than many CDPs at identity matching, including offline as well as online data. Acquia’s heritage in Web content management doesn’t provide deep customer data unification experience, and neither does Mautic. Acquia and Mautic lacked those, too.

Digital Experience Platform 156

Digital Experience Platform Marketing Automation Services Buy Marketing Management 156

Customer Experience Matrix

FEBRUARY 2, 2018

Their clients have been largely concentrated in financial services, while most CDPs have sold primarily to online and offline retailers. These include ability to scan for events and issue alerts; handling of offline as well as online identity data; and specialized functions to comply with the European Union’s GDPR privacy rules.

Ideal Customer Profiles 136

Ideal Customer Profiles Profiling Enterprise Management Marketing Management 136

Customer Experience Matrix

AUGUST 31, 2017

It still provides sophisticated data quality, postal processing, and name/address matching, which are often missing in CDPs designed primarily for online data. In other ways, though, AgilOne is still similar to the system I reviewed in 2013.

Elasticity 0

Elasticity Multi-Channel Paid Search Agency Analytics 0

Customer Experience Matrix

APRIL 27, 2020

To make things even more interesting and realistic, you could add the fact that some use cases are possible with a few systems but become more valuable as new systems come online. This still leaves in place the core dynamic of balancing the cost of adding one system with the value of enabling multiple use cases with that system.

Ad Building 227

Ad Building Paid Search Agency Work Management Marketing Management 227

Customer Experience Matrix

JULY 3, 2018

It was also a favorite target of privacy advocates in those quaint days before online data gave them something much scarier to worry about. Indeed, the fraud-infested, brand-unsafe online ad market is now the shadiest corner of the industry.

Work Management 120

Work Management Marketing Management Paid Search Agency Advertising Agencies 120

Customer Experience Matrix

OCTOBER 26, 2009

Summary: a new survey suggests that marketers are less focused on lead generation than on final sales, growing current customers and building online communities. Presumably this was the result of the survey method – an online survey based on email invitations to the lists of King Fish and co-sponsors HubSpot , Junta42 and Upshot Institute.

Social Media 120

Social Media Customer Surveys Social Marketing Media 120

Customer Experience Matrix

FEBRUARY 24, 2016

But BlueConic was also working on little side project: an online self-assessment tool based on the maturity model. They are then led through a sequence of tasks to collect the necessary customer data; assemble the data into profiles; segment customers using the profiles; and deliver the messages to external systems.

Tools 0

Tools Paid Search Agency Ideal Customer Profiles Template 0

Customer Experience Matrix

NOVEMBER 15, 2013

Search marketing is particularly important as online searches replace newspapers and telephone directories. Companies that provide small businesses with online directories and ratings, search engine optimization, Web sites, and paid search marketing all have client bases that dwarf the small business marketing automation industry.

Small Business Marketing 120

Small Business Marketing Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

JANUARY 23, 2017

ABMU offers 250 online lessons taught by more than 40 thought leaders, including Yours Truly (although in fact I haven’t done anything yet). There will be tests and a certificate of completion. Introductory price for the course is $500, planned to go up to $1,000.

Account Based Marketing 120

Account Based Marketing Planning B2B Thought Leadership ABM 120

Customer Experience Matrix

MAY 24, 2014

Since then, Acxiom purchased online/offline identity matching vendor LiveRamp and SAP bought behavioral targeting vendor SeeWhy , tag management vendor Tealium announced connectors to several email platforms, and the Phillies lost nine of 14 baseball games. The positive connection is that all of these are about integrating customer data.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Vendors Acquisitions 120

Customer Experience Matrix

OCTOBER 14, 2014

CommandIQ was developed for an online game company that wanted an efficient way to push messages to customers based on specific behaviors. Similar conditions apply to other online businesses including ecommerce and elearning…which is exactly where the company has found the bulk of its initial clients.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Multi-Channel 120

Customer Experience Matrix

JUNE 13, 2016

This is fascinating since Microsoft intersects with LinkedIn in several areas: Dynamics CRM software, Office productivity software, and Bing online advertising. Microsoft surprised pretty much everyone today by announcing a $26.2 billion acquisition of LinkedIn.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Vendors Linkedin 120

Customer Experience Matrix

SEPTEMBER 3, 2009

Summary: Here are links to about twenty studies with statistics on online media consumption and advertising spend. How are people actually spending their time online? of the online population), compared with just 65.1% The Online Publishers Association has tracked time since 2003 in conjunction with Nielsen. of the total.

Spending 120

Spending Media Mobile Advertising Forrester 120

Customer Experience Matrix

SEPTEMBER 30, 2014

Defining Your Marketing Technology Strategy presents a framework for coordinating your marketing systems and links to an online tool that analyzes your current situations and recommends how to improve your systems.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Vendors Paper 120

Customer Experience Matrix

DECEMBER 13, 2014

It’s only at Level 3 that interactions are coordinated across channels, and even then the scope is limited to online channels. What changes at this level is that interactions within each channel are now coordinated by the central engine. Part of the presentation was a set of examples presented by BlueConic CMO Dan Gilmartin.

Paid Search Agency 120

Paid Search Agency Advertising Agencies Multi-Channel Work Management 120

Customer Experience Matrix

MAY 6, 2017

One of the most interesting stories playing out right now is online advertising, where the walled gardens of Google , Facebook , and other audience aggregators are under assault by insurgent advertisers who, like most rebels, aspire as much to replace their overlords as destroy their power.

Marketing Management 120

Marketing Management Paid Search Agency Vendors Ads 120

Customer Experience Matrix

AUGUST 21, 2015

This led me to consider other types of online directories, of which there are many. But on further reflection, I recognized that these landscapes are really a type of directory that helps marketers find available products.

Marketing Automation Services 120

Marketing Automation Services Vendors Gartner Software 120

Customer Experience Matrix

DECEMBER 16, 2018

You could also argue that retail and publishing they’re the industries under the most competitive pressure from online companies, and thus with the greatest need for customer data to deliver personalized experiences.

Enterprise Management 278

Enterprise Management Work Management Marketing Management Marketing Automation Services 278

Customer Experience Matrix

SEPTEMBER 9, 2009

One was the disparity between the time people spend on online activities (20% to 30% of total media time) and the share of advertising expenditures spent online (10% to 15%). The other disparity was that search accounts for 5% of online time but 60% of online ad spending.

Social Media 120

Social Media Narrowcasting Media Database Marketing 120

Customer Experience Matrix

SEPTEMBER 29, 2009

another survey by another marketing automation vendor, Alterian , found the most-commonly cited top obstacle in online marketing (25% of respondents) was “integration of online with database marketing and offline channels”. So clearly data and system integration are indeed primary concerns for multi-channel marketing. Case closed.

Enterprise Management 120

Enterprise Management Customer Surveys Marketing Management Marketing Automation Services 120

Customer Experience Matrix

MAY 21, 2012

I’ve argued forever that big integrated suites will ultimately swamp products that specialize in one field such as email, Web content management, or online advertising.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Advertising Agencies Marketing Automation 120

Customer Experience Matrix

NOVEMBER 6, 2017

Adinton has more than 55 clients throughout Europe, mostly selling travel and insurance online. Adinton Next we have Adinton , a Barcelona-based firm that specializes in attribution for paid search and social ads. Such purchases often involve multiple Web site visits but still have a shorter buying cycle than complex B2B transactions.

Marketing AI 120

Marketing AI Click Fraud Paid Search Agency Allocation 120

Customer Experience Matrix

FEBRUARY 29, 2012

If you want more evidence of how little attention was paid to marketing systems: SAS's biggest recent piece of marketing-related news, last week’s acquisition of online ad server aiMatch , got exactly one mention during the day-long presentation and was positioned as simply filling a small gap in the marketing product line.

Analytics 120

Analytics Paid Search Agency Enterprise Management Conference 120

Customer Experience Matrix

APRIL 1, 2013

Facebook is by far the most important online channel for Infusionsoft customers, in many cases replacing Web sites as the primary online presence. The average Infusionsoft client has been in business for five years, which means that nearly all were in business for at least several years before purchasing the system.

Small Business Marketing 120

Small Business Marketing Marketing Automation Services Conference Marketing Management 120

Customer Experience Matrix

JANUARY 21, 2010

The classic view of online anonymity is the 1993 New Yorker cartoon, “On the Internet, nobody knows you’re a dog.” Today, we realize that our online identities are not as private as they then seemed. But from a marketer’s viewpoint, it’s still maddeningly difficult to recognize online visitors and interact with them as individuals.

Marketing Management 120

Marketing Management Paid Search Agency Advertising Agencies Rules 120

Customer Experience Matrix

OCTOBER 14, 2019

None of this marks the end of the advertising industry or even of targeted online advertising. Meanwhile, actions by Google, Microsoft, Apple and other major browser are putting still more barriers in the way of data business as usual.

Privacy 149

Privacy Advertising Agencies Advertisements Advertising 149

Customer Experience Matrix

MARCH 6, 2016

The company made a few announcements, most notably a vastly improved email builder and tighter integration with online accounting software from Quickbooks Online and Xero. I spent part of last week at ICON16, Infusionsoft ’s annual combination of customer conference, revival meeting, and group therapy session for small business owners.

Small Business Marketing 120

Small Business Marketing Work Management Marketing Management Planning 120