Customer Experience Matrix

MARCH 24, 2016

You might also have separate technology and organization tracks and maybe even have an ad tech track (a very underrepresented topic this year). We’d have vendors create preintegrated stacks with tools for research, content creation, campaign execution, optimization, and analytics.

Conference 120

Conference Marketing Automation Services Peer-to-peer Vendors 120

Customer Experience Matrix

JULY 3, 2013

Venntive’s pricing model – starting at $25 per month for up to 1,000 contacts, with unlimited email – also fits a small organization without a big prospect list, since it would pay about that amount for basic email and Web hosting. They also have simple finances and simple Web sites.

Small Business Marketing 120

Small Business Marketing Marketing Automation Services Communities Lead Ranking 120

Customer Experience Matrix

MAY 17, 2007

Aberdeen’s “ research preview ” for the study certainly is pro-LTV. They’re asking all the right questions, although I wonder how many people can really answer them accurately.

Studies 120

Studies ROMI Class Click Rate 120

Customer Experience Matrix

NOVEMBER 16, 2011

Remember all that yammering about how today’s buyers do their own research, don’t talk to sales until late in the process, and get their information from social media rather than experts? These should be packaged into a formal requirements document so you have them all in one place, easily organized and available to share with vendors.

Work Management 120

Work Management Marketing Automation Services Marketing Management Vendors 120

Customer Experience Matrix

JULY 10, 2013

sales enablement: systems to share marketing information with sales ( Genius , SalesFusion , LeadFormix , RightOn Interactive , Optify) distributed marketing: systems shared between central marketing organizations and local branches, dealers, distributors, sales agents, etc.

Demand Generation Agencies 120

Demand Generation Agencies Marketing Automation Services Paid Search Agency Small Business Marketing 120

Customer Experience Matrix

JULY 10, 2012

This verges on heresy, but I’m having an increasingly hard time with lead stages as a way to organize a marketing program. Indeed, there has been a fair amount of research questioning the validity of AIDA and similar “hierarchy of effects” models. The approach was using lead scoring as a way to define lead stages.

Top of Funnel 120

Top of Funnel Marketing Funnels AIDA Lead Ranking 120

Customer Experience Matrix

OCTOBER 27, 2006

These studies reinforce the notions I presented yesterday, that (a) smaller firms are more likely to benefit from hosted CRM (b) smaller firms are a big market opportunity and (c) smaller firms have different needs from larger organizations. None of these is a particularly fresh or brilliant insight.

CRM 120

CRM Vtrenz Marketing Automation Services Marketing Management 120

Customer Experience Matrix

JANUARY 8, 2007

My exploration of the relationship between brand marketing and customer experience management somehow landed me at the Web page of BrandAmplitude LLC , a consultancy specializing in brand strategy and research. In-depth customer information enables and drives an organization-wide focus on customers.

Brand Identity 120

Brand Identity Branding Lead Ranking Paper 120

Customer Experience Matrix

JULY 22, 2010

This is a natural result of a maturing market, as technology-oriented pioneers are replaced by buyers less likely to research their options in depth. This is less of an issue for larger firms, who have relationships throughout their clients’ organizations. But what, exactly, will the consolidation look like?

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

JUNE 14, 2007

According to the article, Saugatuck found “SMB adoption rose from 9% in 2006 to 27% in 2007” among businesses under $1 billion in revenue, while Gartner reported “Only 7% of SMBs strongly believed that SaaS was suitable for their organizations, and only 17% said they would consider SaaS when its adoption became more widespread.”

Marketing Management 120

Marketing Management Budget Programs Software SMB 120

Customer Experience Matrix

MARCH 23, 2011

In fact, the company’s research has found that nearly half its clients do almost no email, using the system instead primarily for sales automation and service. More important, the significance of Infusionsoft’s new features isn’t that they’re playing catch-up with systems built for larger companies.

Work Management 120

Work Management Marketing Automation Services Marketing Management Marketing & Strategy 120

Customer Experience Matrix

SEPTEMBER 30, 2010

During my extensive, um, research, I was very pleased to find the following picture to illustrate the concept of stages: I like this picture both because it's amusing (a major priority) and also because it illustrates that stage definitions are constructed, not discovered.

Budget Programs 120

Budget Programs ROI Forecasting Statistics 120

Customer Experience Matrix

SEPTEMBER 2, 2011

I do recall that some (traditional, structured) research has shown that human brains physically adjust when they must process unstructured inputs. Between native apps and organic product growth, today’s B2B marketing automation vendors definitely face some serious threats from Salesforce even if it doesn’t target them directly.

Enterprise Management 120

Enterprise Management Marketing Automation Services Salesforce.com Work Management 120

Customer Experience Matrix

SEPTEMBER 17, 2006

I’ve been researching software to model the flow of customers through an organization. The thought is to take literally the mantra that “the value of a business is the value of its customer relationships” by modeling the relationships individually and viewing an aggregate result.

CRM 120

CRM Lead Ranking Terms and Conditions Aggregators 120

Customer Experience Matrix

OCTOBER 10, 2009

You’ll note that my definition does NOT specify a particular database technology, such as in-memory or columnar, that the data is updated in real time, that the system is targeted at mid-sized businesses, or that results are distributed pervasively through the organization.

Business 120

Business Aggregators Vendors Pricing 120

Customer Experience Matrix

JUNE 29, 2007

One is the belief that they need to develop “smart” systems and that this requires to-be-developed technology from the minds of researchers and science-fiction writers. What are the biggest obstacles to EDM and how can people overcome them? - Another is the failure to focus on decisions as critical aspects of their systems.

Enterprise Management 120

Enterprise Management Work Management Amazon Automation 120

Customer Experience Matrix

OCTOBER 13, 2008

A little external research quickly drove home the point that usability is always based on context: it can only be measured for particular users for particular functions in particular situations. each usability analysis has to start with a definition of the specific functions, users and conditions that apply to the purchasing organization.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Lead Scoring 120

Customer Experience Matrix

FEBRUARY 9, 2007

Considerable research may be needed to accurately understand the relationships that drive model results. In other words, the added research needed for the LTV model is worth the effort. So clearly some additional effort is required beyond what’s needed for the models typically used by corporate finance.

Optimization 120

Optimization Contingency Planning Customer Satisfaction Forecasting 120

Customer Experience Matrix

JANUARY 26, 2007

Although some organizations do indeed award points for the quality of your selection process itself, it's really the outcome--having a suitable system--that's important. It doesn't have to be the perfect product or even the best product but just one that's good enough that you can get on with your business.

RFP 120

RFP Vendors Marketing Proposals Sales Qualified Leads 120

Customer Experience Matrix

SEPTEMBER 9, 2009

Of all that research I mentioned last week , two pairs of facts stood out. Search marketing is primarily focused on developing content, both to attract traffic via organic search and to meet consumer needs once they appear at the site. Social media is the latest stage in this evolution.

Social Media 120

Social Media Narrowcasting Media Database Marketing 120

Customer Experience Matrix

MAY 5, 2023

The division of labor has seemed natural, if not inevitable, because it mirrors the specialization and linear flow of a factory production line – the archetype for industry organization for more than a century. But AI isn’t subject to the same constraints as humans. Trust, again.) As workers, humans are in trouble.

Enterprise Management 177

Enterprise Management Work Management Marketing Management Copywriting 177

Customer Experience Matrix

MAY 26, 2023

But you can safely bet that feature usage rates are similarly low through the organization.) This is certainly a problem: thanks to the miracle of SaaS, it’s often easier to buy a new system than the fully research the features of systems already in place. These studies measure app usage, not feature usage.

Enterprise Management 156

Enterprise Management Buy Work Management Marketing Management 156

Customer Experience Matrix

SEPTEMBER 13, 2023

When I pointed this out, the conference organizers said I could give any speech I want, but the problem was, I really liked their title: “Unleashing the Power of Customer Data Platforms (CDPs) and AI: A Game-Changer for Modern Marketing”. The second challenge to winning at marketing is the fragmented nature of data and systems.

Work Management 149

Work Management Marketing Management Ideal Customer Profiles Paid Search Agency 149

Customer Experience Matrix

AUGUST 18, 2016

This meant I had to cover many different topics in my research, drilling into different sets of details for different kinds of products. Information is organized into a rigorous framework to ensure accurate, apples-to-apples comparisons. I won’t whine-brag about the amount of work involved but rest assured it was substantial.*

Work Management 120

Work Management Marketing Automation Services Marketing Management Account Based Marketing 120

Customer Experience Matrix

JANUARY 14, 2019

1,050 IT decision makers from organizations with perimeter security systems. 1,062 senior executives from organizations with annual revenues exceeding $1 billion. 650 IT decision makers at organization with 1,000+ employees. 16 Salesforce Research, Fifth Edition State of Marketing 2019. 470 agency professionals.

Customer Surveys 149

Customer Surveys Marketing Attribution Enterprise Management Personalization 149

Customer Experience Matrix

NOVEMBER 1, 2014

In fact, our research shows that unsatisfied marketers often have purchased a system that didn’t meet their needs. Other research shows that users generally overcome obstacles they can control, like organization, training, and staffing levels. Conversely, the most satisfied users did select based on specific features.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Automation Planning 120

Customer Experience Matrix

FEBRUARY 10, 2011

Different firms are best at serving small, mid-size and large marketing organizations, and for each of these buyer types, different vendors lead different categories. It lists the 33 least common items of the 190 we captured in our research. That makes intuitive sense – you’d expect bigger organizations to need more special features.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Marketing Management Marketing Automation 120

Customer Experience Matrix

OCTOBER 9, 2013

This is presumably why so many organizations get stuck at the first or second levels. Research from 1,396 B2B marketers. It shows that each level involves new skills and organizational changes, so moving from one to the next takes a lot more than just turning on more system features.

Lead Ranking 120

Lead Ranking Marketing Automation Services Marketing Automation Lead Scoring 120

Customer Experience Matrix

MAY 27, 2014

Captora , which last week announced $22 million in new funding , helps companies capture more leads from social, paid search, and organic search marketing. Better still, these campaigns reach prospects when they are just starting their online research. The company was founded in 2012 with a public launch in September 2013.

Paid Content 120

Paid Content Paid Search Agency Ideal Customer Profiles Advertising Agencies 120

Customer Experience Matrix

NOVEMBER 13, 2008

Step 3 in a conventional process would identify features needed rather than tasks, while steps 5 and 6 would be replaced with research into system features. By contrast, time spent researching system features is pretty much a waste once the selection process is complete. Usability measures are something of a by-product.

Lead Scoring 120

Lead Scoring Lead Ranking Work Management Marketing Automation Services 120

Customer Experience Matrix

JUNE 18, 2008

The vendor is researching data mining features to help users determine the appropriate weights. Market2Lead is researching this capability. As the very notion of a dedicated marketing operations specialist implies, we are talking here about large organizations.

Market2Lead 120

Market2Lead Enterprise Management Demand Generation Agencies Demand Generation 120

Customer Experience Matrix

JULY 6, 2007

Somehow I found myself researching benchmarking vendors this morning. The studies may be within a single organization, among firms in a single industry, or across industries. Usually I think of the APQC , formerly American Productivity and Quality Center, as the source of such studies. But a few other names came up too.

Advertising Benchmark 120

Advertising Benchmark Studies Vendors Customer Surveys 120

Customer Experience Matrix

FEBRUARY 17, 2021

But here’s where trust comes back into play: if you can’t trust someone else to do accurate research, you can’t decide based on their results. So even if users trust whatever they’ve built for themselves, everyone else in the organization will, and should be, exceedingly cautious in accepting them.

Marketing AI 267

Marketing AI Transparency Privacy Budget Programs 267

Customer Experience Matrix

JANUARY 27, 2018

All four measured institutions (business, media, government, and non-governmental organizations) took similar hits, although government fell the most. But consumers still spend most of their time on search engines and social media, which GlobalWebindex found remain by far the top research channels.

Paid Content 153

Paid Content Paid Search Agency Advertising Agencies Lead Scoring 153