Customer Experience Matrix

JULY 27, 2018

It’s the same reason that people hire private security guards when the government's police fail to maintain order. That failure has created a business opportunity that CDPs have filled. And, just as good security guards cooperate with the police, CDP systems must integrate with corporate systems and CDP vendors must work with corporate IT.

Enterprise Management 149

Enterprise Management Work Management Marketing Management Vendors 149

Customer Experience Matrix

JUNE 12, 2014

Established vendors will need to focus on increasing client success in order to retain the clients and will want to expand their footprint to leverage their installed base, especially through setting themselves up as platforms. As the market matures, I’d expect different strategies to become more important.

Marketing Automation Services 120

Marketing Automation Services Vendors Marketing Automation Automation 120

Customer Experience Matrix

JUNE 3, 2017

In practice, the order doesn’t matter. SessionM describes the outcome as primary and the message as following it: think of notification after you've earned an award. Non-loyalty marketers might think of the message as coming first with the outcome as secondary.

Loyalty 120

Loyalty Enterprise Management Ideal Customer Profiles Work Management 120

Customer Experience Matrix

SEPTEMBER 7, 2016

The scrappy rebels in martech departments hear the call of order-obsessed dark side and find it increasingly hard to resist. And it only gets worse (from the martech vendor point of view). As marketing technologists discover just how many systems are already in place, they inevitably ask how they can make things simpler.

Work Management 120

Work Management Marketing Management Salesforce.com Vendors 120

Customer Experience Matrix

OCTOBER 7, 2017

In theory, the robot manager could order her robot assistants to create custom messages and offers in each situation, based on the current context and past behaviors of the individual human involved. This means we no longer need campaigns and segments and can truly orchestrate treatments for each customer as an individual.

Marketing AI 168

Marketing AI Work Management Marketing Management Marketing Analytics Tools 168

Customer Experience Matrix

APRIL 13, 2017

Of course, the system still has some standard events shared by all clients, such as orders and customer service calls. In practical terms, it means Monetate can give each client a unique data structure, can rapidly add new data types and individual pieces of data, and can maintain a complete, up-to-the-moment profile for each customer.

eCommerce 120

eCommerce Personalization Ideal Customer Profiles Marketing Management 120

Customer Experience Matrix

SEPTEMBER 19, 2016

When that happens, we will have erased the last vestiges of the list- and campaign-based approaches that date back to the mail order pioneers of the 19th century and to the ancient Sumerians (first customer list, c. 3,000 BCE) before that. Dates represent commercialization, not the first appearance of the underlying technology.

Marketing Management 0

Marketing Management Telemarketing Paid Search Agency Television marketing 0

Customer Experience Matrix

APRIL 5, 2011

Some perspective is in order. and specify how to treat each group after common events such as placing an order. I agree that it's radically different: it works without a central marketing database and tracks customer states rather than assigning them to campaigns. Whether it’s radically simpler is another question.

Work Management 120

Work Management Campaigns Salesforce.com Marketing Automation Services 120

Customer Experience Matrix

OCTOBER 17, 2014

The most impressive demonstrations were operational processes such as remote order-taking and customer support, which are far removed from traditional sales automation. But it’s certainly the more important of the two announcements, because it illustrates how broad the scope of Salesforce has become.

Analytics 120

Analytics Process Salesforce.com Allocation 120

Customer Experience Matrix

MAY 12, 2015

Several sequences can be assigned to the same campaign and execute in priority order. At the moment each sequence can contain just one “Activity Dot” split, but multiple splits should be available later this year. This allows more complex treatments despite the simple design of the individual sequences.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Microsite Automation 120

Customer Experience Matrix

JUNE 4, 2014

The marketing automation user survey I mentioned last March has finally been published on the VentureBeat site (you can order it here ). At more than 50 pages and with dozens of graphs and charts, it’s not light reading. But it’s still fascinating because the findings challenge much of the industry’s conventional wisdom.

Marketing Automation Services 120

Marketing Automation Services Customer Surveys Marketing Automation Planning 120

Customer Experience Matrix

JUNE 20, 2007

Value per year can be broken into the number of orders per year times the value per order , or the average mix of products times the value per product). Value per order or product can itself be broken into revenue, marketing cost and fulfillment cost. payroll processing). payroll processing).

Fulfillment 120

Fulfillment Acquisitions Work Management Segmentation 120

Customer Experience Matrix

AUGUST 25, 2016

For more information or to order, click here.

Marketing Automation Services 120

Marketing Automation Services Account Based Marketing Vendors Differentiation 120

Customer Experience Matrix

SEPTEMBER 28, 2011

Here are some others, in rough order of industry familiarity: Alterian – extends beyond multi-channel campaign management to include Web content management, Web analytics, and social media monitoring. By contrast, mid-tier consumer marketers often have a hard time finding good options.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Resource Management Marketing Management 120

Customer Experience Matrix

FEBRUARY 28, 2007

Customers were assigned to groups based on the year of their first order (Start Year), the product purchased in that order and the promotion source. Transactions were further classified by ”Life Year”—that is, whether the purchase within the first year, second year, third year or fourth year since the original order.

Cross-Selling 120

Cross-Selling Forecasting Classified Ads Acquisitions 120

Customer Experience Matrix

MARCH 7, 2007

Yesterday described the calculations for acquisition orders. Today will finish up with renewal and cross sell orders. for renewal orders, the key variable is renewal margin (which I am defining as renewal marketing and product cost divided by renewal revenue). The general approach is similar. -

Cross-Selling 120

Cross-Selling Ad Building Acquisitions Business 120

Customer Experience Matrix

AUGUST 28, 2014

APIs can load data from other sources, potentially including other CRM marketing automation products, Web logs, order processing, call centers, media impressions, and pretty much anything else. Standard integrations are available for Salesforce.com , Oracle Eloqua and Marketo. and from a network of third-party Web sites.

Lead Ranking 120

Lead Ranking Activities Lead Scoring Marketing Automation Services 120

Customer Experience Matrix

JANUARY 5, 2016

In order of their Alexa rankings, they were: Since crowd wisdom without a crowd can’t be terribly effective, I limited further analysis to the top 10 sites. I used Alexa traffic rankings, which are far from perfect but good enough for this sort of project.

Marketing Automation Services 120

Marketing Automation Services Software Lead Ranking Paid Search Agency 120

Customer Experience Matrix

APRIL 24, 2008

The system first matches any source codes captured with the orders against the list of promotion source codes. If no source code is available, it applies the orders based on promotions received by the customer, using either the earliest (typically for direct mail) or latest (for email) promotion in a user-specified time window.

Enterprise Management 120

Enterprise Management Marketing Management Software Cross-Selling 120

Customer Experience Matrix

AUGUST 22, 2016

(To put things in a broader context, “external data” can be contrasted with “internal data”, which comes from a company’s own systems for CRM, marketing automation, Web analytics, order processing, customer support, etc.

Enterprise Management 120

Enterprise Management Marketing Automation Services Marketing Management Vendors 120

Customer Experience Matrix

APRIL 1, 2013

It’s a tall order, but there’s some serious missionary zeal at every level, so they might just succeed. This consistency is no accident: Infusionsoft managers are quite vocal on their very conscious efforts to build a culture that is committed to helping entrepreneurs and is itself entrepreneurial.

Small Business Marketing 120

Small Business Marketing Marketing Automation Services Conference Marketing Management 120

Customer Experience Matrix

SEPTEMBER 27, 2006

A friend recently described her customer experience with a months-late furniture order. The store was sincerely apologetic, but explained that manufacturers accept an order only to find, when they go to build it weeks later, that the fabric is no longer available. Then I had a really bright idea. You could revolutionize the industry.

Marketing Management 120

Marketing Management Word of Mouth Buzz Vendors 120

Customer Experience Matrix

MAY 4, 2011

Those vendors base much of their appeal on the convenience of using one system for marketing, Web pages, CRM, and even order processing. Pretty much everything, I’d argue, at least for companies like Infusionsoft , OfficeAutoPilot , and Genoo , who target “micro-businesses” at the lowest end of the market.

Salesforce.com 120

Salesforce.com Marketing Automation Services Marketing Management Small Business Marketing 120

Customer Experience Matrix

APRIL 2, 2015

Some of the unfamiliar ones I found most intriguing were (in alphabetical order): - Acrolinx : very sophisticated scoring of content to match its tone, complexity, subject, and other attributes to target audiences. Many firms were familiar to me but others were new. It doesn’t write copy but does analyze the copy you give it.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

SEPTEMBER 17, 2006

For customers, these stages might be first order, second order, third order, and so on. The obvious way to model the relationships is to define a sequence of stages and then specify the percentage of customers who graduate from each step to the next.

CRM 120

CRM Lead Ranking Terms and Conditions Aggregators 120

Customer Experience Matrix

JUNE 18, 2013

I was particularly intrigued by the standard alerts, which look for significant changes in key performance indicators such as churn, margin, or average order value. But much is highly automated, such as predictive models, clusters, and recommendations.

Marketing Automation Services 120

Marketing Automation Services Ideal Customer Profiles Analytics Marketing Management 120

Customer Experience Matrix

APRIL 11, 2011

Although I don’t recall Vein mentioning it during his actual presentation, he did tell me in a side conversation that his firm purchased JovianData last year in order to expand its ability to work with individual-level data.

Conference 120

Conference Advertising Channels Ad Frequency Ad Exchange 120

Customer Experience Matrix

JANUARY 29, 2011

You can click here to access the new landing page and order forms. Thanks to the heroic efforts of my friends at OfficeAutoPilot , the new B2B Marketing Automation Vendor Selection Tool (VEST) is finally available for online sales.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Automation Marketing Report 120

Customer Experience Matrix

JANUARY 20, 2011

Either way, the report will come out next week -- even if I have to take credit card orders by phone. Well, that and the fact that the e-commerce features of the www.raabguide.com Website need some work. But I finished the final interactive component of the report yesterday and I think it's exciting enough to be worth sharing.

Marketing Automation Services 120

Marketing Automation Services Sample Vendors Lead Scoring 120

Customer Experience Matrix

FEBRUARY 5, 2015

You can find more information or place an order at www.raabguide.com/vest. The report is well worth buying if you want do to your own industry analysis, or (its primary purpose) are searching for a new system. As I say, the new format does make finding vendors with specific features much easier.

Marketing Automation Services 120

Marketing Automation Services Demand Generation Agencies Marketing Report Marketing Automation 120

Customer Experience Matrix

MAY 23, 2012

Even if marketers can’t measure revenue, they can set benchmarks for metrics like number of leads generated, funnel conversion rates, or cost per order. The only way to know is by placing the number in context, which could be this year’s marketing plan or last year’s actual results.

Lead Ranking 120

Lead Ranking Contingency Planning Planning Lead Scoring 120

Customer Experience Matrix

FEBRUARY 7, 2016

I've also added a few notes based on the closer look I took at each system in order to classify it. I've presented the vendors listed in the two review sites below, grouping them based on which site included them and whether I qualified them as relevant to a quest for an attribution vendor.

Marketing Attribution 120

Marketing Attribution Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

NOVEMBER 16, 2011

But more complex scenarios could include inputs from Web analytics, order processing, point of sale, accounting, and elsewhere. Data sources: describe the internal and external systems that will feed your marketing automation platform. A simple marketing automation deployment might integrate only with CRM.

Work Management 120

Work Management Marketing Automation Services Marketing Management Vendors 120

Customer Experience Matrix

JULY 10, 2012

Of course, stages make perfect intuitive sense, and they’re ultimately based on the AIDA (Awareness, Interest, Desire, Action) model of the sales process that has been around for more than 100 years.* But we all know in our heart of hearts that real buyers don’t follow such an orderly sequence.

Top of Funnel 120

Top of Funnel Marketing Funnels AIDA Lead Ranking 120

Customer Experience Matrix

MAY 24, 2016

So a bit of attitude adjustment may be in order. In practical terms, it means marketers need to look more closely at the federated access capabilities of systems they consider and at how those systems will deal with history data and cross-channel identity matching, which often relies heavily on historical information.

Mobile Marketing 136

Mobile Marketing Conference CRM Mobile Advertising 136

Customer Experience Matrix

MARCH 6, 2007

Yesterday’s post described key leverage points within the three major Lifetime Value components of original, renewal and cross sell orders. for original orders, the key leverage point is acquisition cost, and in particular, acquisition cost by source. It further showed how each is related to total LTV.

Cross-Selling 120

Cross-Selling Ad Building Acquisitions Business 120

Customer Experience Matrix

JULY 2, 2007

As part of my continuing research into marketing performance measurement, I’ve been looking at software vendors who provide marketing planning systems. I haven’t found any products that do marketing planning by itself. Instead, the function is part of larger systems.

Enterprise Management 120

Enterprise Management Planning Marketing Plans Marketing Management 120