Customer Experience Matrix

JULY 9, 2009

Summary: a new white paper says business analysts gather data with little help from IT. Analytical software vendor Lyzasoft has just published a white paper by data warehouse guru Dr. Barry Devlin on how business analysts and IT can work together. Either way, though, features to document and share analytical processes still matter.

Paper 120

Paper Business Analysis Software 120

Customer Experience Matrix

JUNE 19, 2007

Follow-up materials included a white paper Building a Performance Measurement Culture in Marketing laying out ten steps toward improved marketing measurement. The advice in the paper is reasonable, if fairly conventional: ensure sponsorship, articulate goals, identify important metrics, and so on.

Paper 120

Paper Tips Paid Search Agency Webinar Metrics 120

Customer Experience Matrix

JUNE 15, 2007

Our friends at Accenture have once again illustrated the point with a paper “ Surveying and Building Your CRM Future ,” whose subtitle promises “a New CRM Software Decision-Making Model”. In short, this paper presents some potentially helpful insights. As I’ve pointed out many times before, consultants love their 2x2 matrices.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Paper 120

Customer Experience Matrix

DECEMBER 5, 2006

I suppose it’s petty to complain about the size of the type used in a white paper, but you would think something called “The CEO’s Guide to CRM Success” would recognize that senior managers might struggle with a six point font. Did I just call a CRM white paper “charmingly earnest”? (Did

Paper 120

Paper Case Study Case Studies CRM 120

Customer Experience Matrix

OCTOBER 18, 2006

Knowing this, I was pleased to see they had published a paper titled “Five Steps to Achieving Precise Customer Targeting Online.” In fact, this may be the least effective white paper I’ve ever seen. Even knowing what [x+1] does, I could barely see the relationship between this paper and their product. But I was disappointed.

Paper 120

Paper Product Banner Ads Banners 120

Customer Experience Matrix

JANUARY 18, 2007

Somehow a paper published in 2005 by IBM’s financial services CRM group, “Creating a 20/20 customer experience: From customers to advocates,” recently found its way to my desk. The paper starts out by defining the feelings a customer can have about a bank, ranging from antagonist to advocate. Click here here for a copy.)

Paper 120

Paper Work Management Marketing Management SIC 120

Customer Experience Matrix

DECEMBER 1, 2006

Yesterday’s entry about Sage Software’s paper “17 Rules of the Road for CRM” may have given an overly positive impression. In stating that the points in the paper were all valid, I didn’t mean that the paper itself is a fair treatment of the subject. There are other, equally valid points that the paper leaves out.

Paper 120

Paper Vendors CRM Verticals 120

Customer Experience Matrix

AUGUST 18, 2020

CDP Institute also has a growing library of papers on the the topic. Marketers can also take a closer look at privacy compliance projects, which often require tighter controls on access to customer data. Here’s an overview of what that stack looks like. So do many CDP vendors.

Work Management 276

Work Management Marketing Management Privacy Fulfillment 276

Customer Experience Matrix

MARCH 11, 2017

Indeed, the Deloitte paper mentions marketing just 12 times in 140 pages, confirming the Computerworld finding that marketing systems barely register as a concern for corporate IT. The word “customer” occurs 139 times in the paper.) Indeed, the paper proposes that technical innovations can lead to entirely new business models.

Enterprise Management 149

Enterprise Management Marketing Management Marketing Proposals Paper 149

Customer Experience Matrix

SEPTEMBER 8, 2017

I’m currently drafting a paper on use of Customer Data Platforms by B2B SaaS marketers. Yes, but you’ll have to read my paper to find out. The topic is more intriguing than it sounds because it raises the dual questions of why CDPs haven’t previously been used much by B2B SaaS companies and what's changed. Do we know those needs are?

Marketing Automation Services 168

Marketing Automation Services Buy Work Management B2B Marketing 168

Customer Experience Matrix

JUNE 22, 2016

I’ve just released a white paper, sponsored by Tealium , with specific suggestions for how to make this happen. We’ll be presenting the paper and related research in a Webinar tomorrow (Thursday) at 12:30 p.m. You can download it here. Eastern time. You can register here for the Webinar.

Webinar Metrics 120

Webinar Metrics Planning Paper Mobile Marketing 120

Customer Experience Matrix

JANUARY 3, 2021

election, which showed a simple paper trail succeed while the world’s most elite computer security experts failed. I’m not referring to COVID-19, although it’s fitting that it took an all-too-physical virus to prove that a digital bubble of alternate facts could not permanently displace reality.

Work Management 248

Work Management Marketing Management Software Paid Search Agency 248

Customer Experience Matrix

MAY 24, 2016

Imagine a painting that’s covered with a sheet of paper with one tiny hole cut out. The paper hides most of big picture but lets the user see the one detail she cares about at the moment. She can also move the paper to see different details at different times. Yet the picture behind the paper can be immensely complex.

Mobile Marketing 136

Mobile Marketing Conference CRM Mobile Advertising 136

Customer Experience Matrix

APRIL 1, 2020

Food, healthcare, and, yes, toilet paper were high on their shopping lists. Ecommerce platform Yotpo ran its own survey on March 17, reaching 2,000 consumers across the U.S., Canada, and United Kingdom. They found consumers evenly split between expecting to spend more or less over-all, with a just 32% expecting to shift purchases online.

Paid Search Agency 240

Paid Search Agency Companies Advertising Agencies Business 240

Customer Experience Matrix

APRIL 19, 2017

But it’s interesting to note that the Sabre paper makes several references to government regulations that penalize airlines for late arrivals and long tarmac waits. If you’re a truly world-class cynic, you might argue that airlines are an oligopoly, so customers will fly them regardless of treatment.

Marketing Management 198

Marketing Management Ethics Loyalty Customer Surveys 198

Customer Experience Matrix

DECEMBER 18, 2012

But this time I was able to answer right away because I’ve just finished a white paper on the future of B2B marketing automation, sponsored by Leadformix and available here for free download. The question answered by the paper is “What will marketing automation vendors do next?” This is what’s covered in the white paper.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Marketing Management Automation 120

Customer Experience Matrix

OCTOBER 15, 2013

As I mentioned in last week''s post , I’m writing a paper on stages of marketing automation deployment. The paper itself will be available to Webinar attendees. The premise of the paper and Webinar is marketing automation has a problem: clients who don’t move beyond basic email functions are unhappy.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Automation BtoB 120

Customer Experience Matrix

SEPTEMBER 29, 2015

I thought I’d found a legitimate exception when writing a recent paper for QuickPivot (available here ) about the continued value of direct mail marketing. Well, I certainly thought so when I wrote the paper. So competition has been tough for as long as anyone now living can remember.

Cost Per Thousand 120

Cost Per Thousand CPM Ads Emarketing 120

Customer Experience Matrix

SEPTEMBER 6, 2018

Those differences won’t necessarily show up on paper, where both types of systems will check the boxes on most capabilities lists. The real differentiator is focus: CDPs are built exclusively for customer data, are packaged software built for business users (mostly marketers), and have standard connectors for customer-related systems.

Work Management 197

Work Management Marketing Management Ideal Customer Profiles Vendors 197

Customer Experience Matrix

FEBRUARY 21, 2016

In examining the Frey and Osborne paper, I found just two categories that included “marketing” in their title: “Marketing Managers” with a 1.4% Osborne that estimated the probability of 702 specific job categories being replaced by “computerisation” (British spelling).

Studies 120

Studies Marketing Management Planning Marketing Proposals 120

Customer Experience Matrix

DECEMBER 13, 2014

Click here to see the Webinar and download the related paper.) By all means, download the Webinar and white paper , which contain plenty of insights beyond those I''ve just described. The good thing about hearing from someone else is you find out things you didn’t already know.

Paid Search Agency 120

Paid Search Agency Advertising Agencies Multi-Channel Work Management 120

Customer Experience Matrix

FEBRUARY 4, 2013

Too tired to do any serious work on a recent plane flight, I scanned a random white paper that argued the traditional idea of a funnel didn’t capture the need to treat customers individually as they move towards a purchase. It’s true that a process can have branches (although not the escalator-like linear process this paper described).

Marketing Funnels 120

Marketing Funnels Top of Funnel Work Management Paper 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. 1) Advertisers and retailers really want digital offers to replace paper. My colleague Michael Darviche covered the LEAD Marketing Conference in Chicago last week.

Conference 120

Conference Mobile Advertising Lead Scoring Lead Ranking 120

Customer Experience Matrix

MARCH 12, 2017

When I was recently writing a paper for B2B CDP CaliberMind , they listed sales and customer success teams along with marketing as likely buyers of their product. Many of the CDP vendors have told me their systems are used outside of marketing. As these examples suggest, CDP technology can support all customer-facing departments.

Enterprise Management 184

Enterprise Management Work Management Ideal Customer Profiles Marketing Management 184

Customer Experience Matrix

MAY 5, 2009

A white paper on the Raab Guide site explores the results in detail. ** I finished my detailed analysis of the demand generation deployment survey results yesterday and posted it to the resource library of the Raab Guide site. The paper describes the definitions in detail.) A fast start depends on ample preparation. 4 (hare) 0.68

Demand Generation 120

Demand Generation Customer Surveys Demand Generation 120

Customer Experience Matrix

JANUARY 15, 2010

The paper doesn’t go into much technical detail beyong mentioning that Autonomy unifies the data through its “Intelligent Data Operating Layer” (IDOL). The good folks at Autonomy apparently had similar thoughts. But the core components of meaning extraction and self-adjusting content selection are certainly present in Autonomy's description.

Multivariate analysis 120

Multivariate analysis Enterprise Management Automation Work Management 120

Customer Experience Matrix

NOVEMBER 6, 2009

There’s no arguing with that, and as someone who is paid to write the occasional white paper, I'm glad to hear it. Yes, this implies fewer, shorter white papers. sigh** But there are still situations where old-style, long white papers are appropriate.)

Work Management 120

Work Management B2B Marketing B2B Content 120

Customer Experience Matrix

SEPTEMBER 19, 2016

Sadly, the audience didn’t seem to share my fascination with arcana (did you know that the Chinese invented paper in 100 CE? I delivered my presentation on the history of marketing technology last week at the Optimove CONNECT conference in Tel Aviv. that Return on Investment analysis originated at DuPont in 1912?)

Marketing Management 0

Marketing Management Telemarketing Paid Search Agency Television marketing 0

Customer Experience Matrix

APRIL 24, 2015

It does this through a network of publishers who put a Bombora pixel on their Web pages, which lets Bombora track activities including article and video viewing, white paper downloads, Webinar attendance, on-site search, and participation in online communities. Bombora’s core business is assembling data about B2B companies and individuals.

Bombora 120

Bombora Co-Registration B2B Advertising Agencies 120

Customer Experience Matrix

AUGUST 4, 2009

Nearly every one of them has a “resources” section on their Web site with a collection of useful papers; they also have blogs with helpful advice. Indeed, it so happens that today’s post on Auditing Your Content Assets covers some of the same ground as the Marketo paper, including a quite similar worksheet for matching content to buyers.

Lead Nurturing 120

Lead Nurturing Marketo Leads Lead 120

Customer Experience Matrix

JANUARY 5, 2012

The dominant image of this Webinar, and the eponymous white paper (available on the RaabGuide web site), is a high stone wall representing the effort required to deploy a marketing automation system. The immediate subject of my attentions is next Tuesday’s Webinar “ Marketing Automation: One Step at a Time ”, sponsored by Act-On Software.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Work Management Automation 120

Customer Experience Matrix

OCTOBER 6, 2015

The only defense I can make is I did promise a client a paper on the topic, which I finished Sunday night. How pitiful is this: My wife left me alone all last weekend and the most mischief I could get into was looking for research about cross-channel customer views. But you, Dear Reader, get the benefit of my crazy little binge.

Marketing Management 120

Marketing Management Ideal Customer Profiles Case Studies Buyer Personas 120

Customer Experience Matrix

MAY 18, 2010

These could offer a book, Webinar, white paper or something else; what matters is which value proposition is more attractive, which would be measured simply through the open rate. My initial thought is an a/b test of email headlines, one offering "quick and easy ways to improve your marketing measurement" (i.e., knowledge).

Open Rate 120

Open Rate Paper Tagging Display 120

Customer Experience Matrix

FEBRUARY 24, 2016

Instead I did a bit of my own research into the early twentieth century transition from steam to electric power in factories, eventually finding the key information in a paper From Shafts to Wires: Historical Perspectives on Electrification by Warren D. Devine, Jr., ( The Journal of Economic History , June 1983).

Design 120

Design Planning Marketing Management Marketing Automation Services 120

Customer Experience Matrix

NOVEMBER 16, 2006

Back on September 26, I criticized a paper from Entellium ( www.entellium.com ) that I felt ignored the need to identify business requirements before looking at system functionality. The paper concerned with contract terms, not service contracts. In any case, I’m pleased to say I liked this Entellium paper much better.

Enterprise Management 120

Enterprise Management Work Management Service Paper 120

Customer Experience Matrix

JANUARY 8, 2007

There I found a first-rate paper by BrandAmplitude president Carol Phillips, called “It Is Rocket Science: How ‘Science’ is Displacing ‘Art’ in Marketing and Creating a New Generation of Practitioners” available here. Since the paper was written in 2004, these comments may simply reflect the excitement of a new convert.

Brand Identity 120

Brand Identity Branding Lead Ranking Paper 120

Customer Experience Matrix

NOVEMBER 9, 2006

The paper is available here here on the WebSideStory site. The paper starts with six pages arguing that in-site search is an important way of serving visitors and gathering insights into their interests. This is a very good paper: well written, lots of specific suggestions, and no blatant distortions due to vendor sponsorship.

Paper 120

Paper Vendors Analytics Traffic 120