Customer Experience Matrix

SEPTEMBER 7, 2016

The new channels that appear on a typical “history of marketing timeline”, such as radio in the 1920’s and TV in the 1950’s, didn’t really trigger any particular changes in the technology used by marketers: planning was still done on spreadsheets and copy was typed manually up to the 1970’s.

Work Management 120

Work Management Marketing Management Salesforce.com Vendors 120

Customer Experience Matrix

AUGUST 14, 2014

It expects to focus on finding trigger events and advising salespeople about the best ways to approach each prospect. Gagein sends alerts on trigger events in media, social or public Web sites. RealSociable is another sales-oriented product that tracks social media for trigger events related to target accounts. .

Lead Ranking 120

Lead Ranking Work Management Marketing Management Lead Scoring 120

Customer Experience Matrix

MARCH 18, 2018

Often this can still be quite simple, such as a change in Web site personalization (involving just one channel for both source and delivery), an event-triggered email, or a prioritized contact list for sales teams.

Ideal Customer Profiles 136

Ideal Customer Profiles Barriers Analysis Trigger Marketing 136

Customer Experience Matrix

JUNE 2, 2015

B2C CDPs have often included campaign engines that manage triggers, query-based segmentations, and multi-step program flows in addition to predictive models. Content templates do incorporate some visualization, as well as tokens for personalization and machine learning-based product recommendations.

Marketing Automation Services 120

Marketing Automation Services Lead Ranking Multi-Channel SMS 120

Customer Experience Matrix

JUNE 19, 2015

Emails can include personalization tokens such as {first name}. Movement can be triggered by user behavior, happen after a specified number of days, or be scheduled for a specific date and time. Scores can be adjusted by actions or triggers. Triggers can be linked to reaching a specified point total.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Work Management Automation 120

Customer Experience Matrix

FEBRUARY 25, 2009

The product was soon extended to integrate with Salesforce.com and to let the proxy server add Genius-generated popups that display personalized messages or offer an online chat. Each step has three components: a trigger with rules to select leads; actions to apply to those leads; and directions for what to do next.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

JULY 1, 2015

The technical symbol of this transition is the change I wrote about last week from linear, company-driven campaign flows to customer-triggered experience plays. The "robotech" world brings yet another radical shift. In this future, humans have delegated increasing numbers of day-to-day decisions to their machines.

Work Management 120

Work Management Marketing Management Planning Paid Search Agency 120

Customer Experience Matrix

OCTOBER 22, 2009

The email features cover all the basic requirements: template-driven personalized messages, universal and campaign-level exclusion rules, and both static and dynamic list definitions. for each score, and can set up routing rules triggered by entry into each range. online chat and - telemarketing support through the CRM component.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

OCTOBER 14, 2014

A drag-and-drop email builder lets users create HTML messages including personalized contents drawn from the system database. Event-triggered messages can execute continuously, although the system doesn’t support true real-time interactions because of delays in loading data from external sources.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Multi-Channel 120

Customer Experience Matrix

OCTOBER 20, 2016

Those can be used along with other data to create triggers and define segments within Hull. Like many other CDPs, Hull doesn’t attempt “probabilistic” matching, which looks for patterns in behavior or data to associate identifiers that are likely to belong to the same person. All told, this adds up to a respectable set of CDP features.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

JANUARY 31, 2010

Email campaigns can execute as batch projects or trigger dialogs. Batch flows can also update data attributes, calculate lead scores, create personalized URLs, add and remove names from groups, send email and generate output lists for other media. Trigger dialogs have most of the same capabilities except for the advanced segmentation.

Paid Search Agency 120

Paid Search Agency Work Management Marketing Management Resource Management 120

Customer Experience Matrix

MARCH 22, 2010

The company got its start in 1999 as a direct mail house specializing in overnight execution of trigger marketing programs. These can be executed in batch or triggered by events posted to the system API in real time. Since then it has added email and other services through acquisitions and internal expansion.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Multi-Channel 120

Customer Experience Matrix

APRIL 26, 2011

In particular, they want a highly-integrated combination of standard marketing automation (email, landing pages and individual-level Website behavior tracking) with customer relationship management (tracking personal and telephone contacts with individuals).

Small Business Marketing 120

Small Business Marketing Work Management Features Marketing Management 120

Customer Experience Matrix

MAY 20, 2013

Once Universal Behaviors are loaded into Silverpop, they become available within the system for queries, program triggers, rules within programs, dynamic content, personalization, scoring, and analysis – pretty much anything that could be done with standard Silverpop data.

Enterprise Management 120

Enterprise Management Advertising Channels Marketing Automation Services Work Management 120

Customer Experience Matrix

FEBRUARY 24, 2009

In Marketo, each campaign is a relatively small, self-contained sequence of steps that is triggered by a particular prospect need. The challenge with all these simple campaigns is the same as the challenge of telling stories at a cocktail party: you have to be sure to tell the right story to the right person at the right time.

Marketo 120

Marketo Marketing Automation Services Marketing Management Vtrenz 120

Customer Experience Matrix

AUGUST 11, 2010

release attempted to do this by adding targeting capabilities, including segmentation and segment-driven personalization. Surely not: marketers still need to maintain a marketing database, send emails, respond to trigger events, score leads, and integrate with CRM.

Digital Asset Management 120

Digital Asset Management Enterprise Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

APRIL 12, 2011

Your requirements are based on the tasks you must perform to meet your goals. If vendor staff executes the scenarios for you, be sure to understand how much the vendor built in advance. This ensures that you get an accurate sense of the total work effort involved.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Marketing Automation 120

Customer Experience Matrix

APRIL 5, 2009

For example: - emails and Web forms can be personalized with lead data, but don’t incorporate rule-selected content blocks. - However, event-based triggers are limited to submission of a Web form. Capabilities in these areas tend to be adequate but minimal. Wait steps can either delay the campaign for a specified period (e.g.,

Demand Generation 120

Demand Generation Digital Asset Management Demand Marketing Management 120

Customer Experience Matrix

MAY 24, 2016

I snuck down to Washington DC yesterday for a few hours at the CRM Evolution conference, where a critical mass of industry experts triggered a chain reaction of interesting thoughts. Further reinforcing these trends is the customers’ increasing expectation for personalization.

Mobile Marketing 136

Mobile Marketing Conference CRM Mobile Advertising 136

Customer Experience Matrix

JUNE 9, 2009

I had a personal demonstration last week (are you impressed?), The moments are set up as real time triggers within Marketo. Sales people can select the individuals and accounts to monitor and the types of activities that trigger alerts. - but there’s an online demo that seems to cover pretty much the whole product.

Marketo 120

Marketo Work Management Marketing Automation Services Eloqua 120

Customer Experience Matrix

MARCH 6, 2016

According to the person I spoke with – who was fortunately not wearing a police uniform – they actually track all contacts with each customer, meaning they have the data to assign fractional credit to each touch using advanced statistical methods. That's clever but a very low grade of AI at best.

Small Business Marketing 120

Small Business Marketing Work Management Marketing Management Planning 120

Customer Experience Matrix

AUGUST 28, 2008

Key functions include landing pages, data capture surveys, and trigger-based personalized email. May include channels such as direct mail, call center, and online chat. Automated followup: automatically respond to inquiries. Lead nurturing: execute repeated contacts with leads over time.

Demand Generation 120

Demand Generation Demand Marketing Management Generation 120

Customer Experience Matrix

FEBRUARY 14, 2011

An administrator can assign an email address to a mailing list; then, end-users send a personalized email to that address and the system delivers it to everyone on the list. Email and Web activity data, as well as any activities captured by Dynamics itself, are available for lead scoring and event triggers.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation CRM Work Management 120

Customer Experience Matrix

MAY 22, 2008

By displaying the right offer for each person, rather than showing the same thing to everyone, average response rates can be increased significantly. Another solution is to make intermediate offers during each interaction, of “products” such as white papers and sales person contacts. All you have to do is look.

Work Management 120

Work Management Lead Ranking Marketing Management Trigger Marketing 120

Customer Experience Matrix

AUGUST 30, 2012

Bet you expected “smart flows”) that are triggered by smart list-style rules and can include multiple steps with multiple actions assigned to each step. This isn’t quite true progressive profiling, which would replace questions that are answered with ones that are not. But it removes a major annoyance. workflows (hah!

Hubspot 120

Hubspot Top of Funnel Ideal Customer Profiles Landing Pages 120

Customer Experience Matrix

MARCH 29, 2007

and a personalization engine that builds self-adjusting predictive models to target those messages. But what impresses me about enpocket is the maturity of their vision: rule-based and event-triggered campaigns linked to a customer database and automated targeting engine. that enpocket doesn’t mention.

Mobile Advertising 120

Mobile Advertising Advertisements Advertising Work Management 120

Customer Experience Matrix

FEBRUARY 5, 2012

It’s not just personalization, which simply plucks information from a database field, and it’s not segmentation, which uses rules to select different content objects within the campaign flow. Again, it’s more widely available than you might think. Both are markers of advanced systems.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

MARCH 18, 2009

It provides a pretty typical email builder, with a graphical editor that lets users modify HTML templates and insert personalization variables. But any evaluation still has to start with the core functions, since each product does these slightly differently. MarketingView is no exception. MarketingView does both.

Demand Generation Agencies 120

Demand Generation Agencies Demand Generation Demand Enterprise Management 120

Customer Experience Matrix

JULY 30, 2009

I've since been informed that Personality Grader was an April Fool's joke.]) It extended this in 2009 email alerts triggered when user-selected leads visit the Web site. I'm not sure what to make of that, except to suspect that someone left the programmers unsupervised. The scope of Hubspot makes it somewhat difficult to assess.

Small Business Marketing 120

Small Business Marketing Bundling Work Management Paid Search Agency 120

Customer Experience Matrix

DECEMBER 26, 2007

What eventricity does not do is decide what offer should be triggered by each event. My own explanation has long been that most banks cannot act on the leads these systems generate: either they lack the contact management systems or cannot convince personal bankers to make the calls. Some vendors have agreed.

Work Management 120

Work Management Marketing Management Marketing Automation Services Buy 120

Customer Experience Matrix

MARCH 11, 2008

I personally feel eglue’s heavy reliance on rules is a disadvantage, though a minor one. The pop-up can also show the business rule that triggered a recommendation and the data that rule is using. How much automation makes sense is a topic of heated debate among people who care about such things.

Work Management 120

Work Management Ideal Customer Profiles Marketing Management Rules 120

Customer Experience Matrix

JUNE 22, 2015

The data that Tealium sends to other systems can trigger customer messages from those systems. Tealium’s iDMP stores both cookies and personal identifiers such email addresses. Devices used by the same person are then linked to each other. sophisticated rules support enhancement, segmentation, and triggers.

Marketing Automation Services 120

Marketing Automation Services Tagging Work Management Marketing Management 120

Customer Experience Matrix

JUNE 17, 2019

None are world-changing: Salesforce described a planned extension of Customer 360 ; Abobe announced triggered journey campaigns that draw on its “real time CDP”, and Oracle described CDP services from systems integrators. Adobe, Salesforce and Oracle all made announcements regarding Customer Data Platform products this week.

Enterprise Management 209

Enterprise Management Work Management Marketing Management Marketing Automation Services 209

Customer Experience Matrix

FEBRUARY 16, 2019

Stride doesn’t have its own identity matching processes, although users can map relationships between personal identifiers in different systems and the system will store links between identifiers when it finds them. Instructions can trigger a single message or assign a customer to a campaign or journey.

Ideal Customer Profiles 120

Ideal Customer Profiles Generation Ad Frequency Segmentation 120

Customer Experience Matrix

MARCH 29, 2016

By “journey as the framework for message selection” I mean that marketing messages or campaigns are triggered when customers reach a particular journey step. Even more important, the optimization module can contain rules that trigger external marketing campaigns when a customer enters a given journey stage. So that’s pretty close.

Work Management 120

Work Management Marketing Management Multi-Touch Attribution Optimization 120

Customer Experience Matrix

JULY 14, 2017

Campaigns can be triggered by events, run on fixed schedules, or executed once. Templates can include personalized offers based on predictive models or recommendations. Campaigns are still a linear sequence of events but now allow different treatments within each event, with different treatments potentially going to different channels.

Features 120

Features Enterprise Management SMS Multi-Channel 120

Customer Experience Matrix

OCTOBER 10, 2011

It then modifies them and changes the thresholds that trigger actions such as sending a lead to sales. It can also combine the scoring rules with custom database queries to further refine how they trigger system activities. Although it just hit my personal radar, the company was founded in 2007 and launched its product in 2009.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Marketing Automation 120