Customer Experience Matrix

SEPTEMBER 19, 2016

I delivered my presentation on the history of marketing technology last week at the Optimove CONNECT conference in Tel Aviv. In some industries, deep-pocketed old vendors with big research budgets are the technical leaders. 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

DECEMBER 6, 2017

That’s pretty abstract, so she made it concrete by presenting game players with a collection of alternative strategies, each on a card of its own. Actions were things like “run a conference”, “set up a cross-disciplinary course” and “finance faculty research”. Four resources , each assigned an available quantity (i.e.,

Resources 136

Resources Class Course Conference 136

Customer Experience Matrix

JUNE 5, 2013

In any case, SAP did tell a good story: real-time interactions seamlessly presenting customers with consistent information, dialogues, and purchases across all channels, with a central role for the Web. I haven''t done enough research to judge whether SAP can effectively combine these pieces, but they''re making the right promises.

Work Management 120

Work Management Marketing Management Marketing Automation Services Salesforce.com 120

Customer Experience Matrix

MAY 24, 2016

It's that when you strip away everything except what meets the customer’s present need, you lose the opportunity to communicate other messages that might serve your long term purposes. Beyond building our own relationship, this will consume their limited time so they can't use it to research competitors.

Mobile Marketing 136

Mobile Marketing Conference CRM Mobile Advertising 136

Customer Experience Matrix

AUGUST 8, 2011

Up on the dais were Jim Berkowitz of CRM Mastery, Esteban Kolsky of ThinkJar, Brent Leary of CRM Essentials, Ray Want of Constellation Group, and Denis Pombriant of Beagle Research Group. That's certainly not a new idea, but if some nice fresh buzzwords can get people to do a better job presenting data, I'm all for it.

CRM 120

CRM Conference Privacy Display 120

Customer Experience Matrix

NOVEMBER 15, 2011

I presented my Seven Deadly Sins of Marketing Automation Software Selection during last week’s Webinar with Neolane. (To 42% of buyers rely on online research. To replay the Webinar, click here.) If you’re wondering how many companies actually commit those sins, the sad answer is: a lot. Here are some statistics.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation RFP Automation 120

Customer Experience Matrix

OCTOBER 2, 2013

In most cases, I could judge whether a system fit before doing a lot of detailed research. It captures responses directly as the content is presented. For example, someone buying a home might start by researching schools, then switch to real estate listings, then to mortgages, then moving companies, and so on.

Marketing Automation Services 120

Marketing Automation Services Ideal Customer Profiles Enterprise Management Lead Ranking 120

Customer Experience Matrix

AUGUST 29, 2013

Rather, it conducts a fresh scan as each client requests research into its target audience. This is where its on demand approach comes in handy, since the interface can present information in categories tailored to each client’s needs.

Lead Ranking 120

Lead Ranking Lead Scoring Marketing Automation Services Ideal Customer Profiles 120

Customer Experience Matrix

APRIL 12, 2011

This series of posts presents the seven-step methodology we use at Raab Associates, along with related worksheets. Research Your Options Raab Associates’ B2B Marketing Automation Vendor Selection Tool (VEST) provides a good starting point for matching possible vendors to your requirements. The first three are below.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Marketing Automation 120

Customer Experience Matrix

APRIL 2, 2015

Several presenters diagrammed the actual marketing systems in place at their companies. brandAnalyzer by Global Science Research : uses a large, projectable consumer survey and social media traffic to build detailed psychological profiles of brand customers.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

FEBRUARY 6, 2008

Reflecting Red Herring’s own audience, the speakers and audience were largely from technology companies and many presentations were about business-to-business rather than business to consumer marketing. My particular favorites included AMD’s Stephen DiFranco, Ingram Micro’s Carol Kurimsky, and Lenovo’s Deepak Advani.

Conference 120

Conference CMO Advertising Agencies Marketing Management 120

Customer Experience Matrix

OCTOBER 10, 2009

I’d like to claim I do this through deep research and brilliant insights into user needs, but, in fact, I generally start with the features in the existing systems. And I can still argue that I’m piggybacking on the vendors’ own deep research and insights as embodied in their products. and measures (numbers which can be aggregated).

Business 120

Business Aggregators Vendors Pricing 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? Present this information in a table with record counts and transaction volumes so it can be used to size and price your solution.

Work Management 120

Work Management Marketing Automation Services Marketing Management Vendors 120

Customer Experience Matrix

JULY 10, 2013

By contrast, the fourth trend seems to be driven by recognition that small business presents a huge opportunity. I only mention this because I’ve recently been looking at a lot of new (to me) vendors and haven’t been able to write about many of them. The system can also create Facebook landing pages and track visitors to them.

Demand Generation Agencies 120

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

Customer Experience Matrix

MAY 5, 2023

Capturing the AI’s attention isn’t an issue; presenting it with the right information is the challenge. The key to business success in this world of omniscient, rational buyers is having a superior product, and, to a lesser extent, presenting product information in the most effective way possible. Trust, again.)

Enterprise Management 177

Enterprise Management Work Management Marketing Management Copywriting 177

Customer Experience Matrix

JULY 10, 2012

Indeed, there has been a fair amount of research questioning the validity of AIDA and similar “hierarchy of effects” models. 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.*

Top of Funnel 120

Top of Funnel Marketing Funnels AIDA Lead Ranking 120

Customer Experience Matrix

AUGUST 28, 2008

Research on the new Guide is proceeding nicely (thanks for asking), and should be wrapped up by the end of next week. This means I have to nail down how I’ll present the results. Now that I have that long post about analytical databases out of the way, I can get back to thinking about demand generation systems.

Demand Generation 120

Demand Generation Demand Marketing Management Generation 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. This is all central to the Client X Client business concept.

CRM 120

CRM Lead Ranking Terms and Conditions Aggregators 120

Customer Experience Matrix

JULY 16, 2009

This isn’t about making it easy to react to comments on Twitter , add friends on Facebook , or research prospects on LinkedIn , which is how most marketing automation vendors are approaching social media. Results can be streamed to an external viewer as an RSS feed or presented in standard reports.

Marketing Management 120

Marketing Management Acquisitions Social Media Marketing Automation Services 120

Customer Experience Matrix

MARCH 26, 2007

Somewhat to my disappointment, a quick bit of Googling showed there are many more than two products already present in this space. I won’t mention names because I haven’t spent enough time researching the topic to understand which ones are truly important. So those products aren’t worth much attention.

Work Management 120

Work Management Marketing Management Mobile Marketing Software 120

Customer Experience Matrix

MAY 24, 2009

I'm treating the four hour delay that followed as field research into customer relationship management, which ranged from great (the family-run auto shop that towed my car and took me in) to poor (the Enterprise car rental office that kept me waiting nearly two hours before admitting they didn’t have a vehicle available). conference.

Demand Generation 120

Demand Generation Enterprise Management Marketing Management Demand 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

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. The study looked at both hosted and on-premise products. Click here for more information.

CRM 120

CRM Vtrenz Marketing Automation Services Marketing Management 120

Customer Experience Matrix

AUGUST 29, 2011

In both cases, then, present losses are a harbinger of future profit. I’m not aware of a rule against Eloqua reporting it, although I’ve never researched that point. (If They also argue that much of their operating cost is fixed, so the incremental cost of servicing new customers is quite low. Let’s start with the servicing costs.

Eloqua 120

Eloqua Marketing Automation Services Terms and Conditions Paid Search Agency 120

Customer Experience Matrix

OCTOBER 2, 2007

I had researched these topics thoroughly as preparation for the workshops and hadn’t found any alternatives to the standard approaches; further research since then still hasn’t turned up anything else of substance. But these are so far removed from the original question that it’s difficult to present them as meaningful answers.

Allocation 120

Allocation Multi-Channel Lead Ranking ROI 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.

Branding 120

Branding Brand Identity Lead Ranking Paper 120

Customer Experience Matrix

SEPTEMBER 9, 2009

Of all that research I mentioned last week , two pairs of facts stood out. Thus, social media present a major threat to search advertising revenues. Social media is the latest stage in this evolution.

Social Media 120

Social Media Narrowcasting Media Database Marketing 120

Customer Experience Matrix

FEBRUARY 9, 2007

The LTV itself is nothing other than a Net Present Value figure from a discounted cash flow analysis. 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.

Optimization 120

Optimization Contingency Planning Customer Satisfaction Forecasting 120

Customer Experience Matrix

MAY 19, 2019

CDP Institute research shows that users’ top priorities are data collection and unification. But I haven’t seen any reliable research. CDP Institute is addressing this need with its RealCDP program , which will gather and present information about real-time capabilities. One approach is to start with current user expectations.

Ideal Customer Profiles 253

Ideal Customer Profiles Process Work Management Marketing Management 253

Customer Experience Matrix

SEPTEMBER 13, 2023

For some unknown reason, my last three presentations all started as headlines (two created by someone else) which I then then wrote a speech to match. The latest in this series of prompt-generated presentations started when I noticed that the title shown in a conference agenda didn’t match the speech I had prepared.

Work Management 149

Work Management Marketing Management Ideal Customer Profiles Paid Search Agency 149

Customer Experience Matrix

JANUARY 24, 2018

The final list also includes a few features that are present in all CDPs (or, more precisely, in all systems that I consider a CDP – we can’t control what vendors say about themselves). These are presented since there’s still some confusion about how CDPs differ from other types of systems.

Work Management 166

Work Management Marketing Management Vendors Ideal Customer Profiles 166

Customer Experience Matrix

JANUARY 14, 2019

Mostly they go into a big file which I mine occasionally for helpful factoids to spice up a paper or presentation. Specifically, I was prepping for a presentation in Amsterdam, which meant I needed to present general industry trends and then see what is different in Europe. Today is one of those days. 8,002 consumers in U.S.,

Customer Surveys 149

Customer Surveys Marketing Attribution Enterprise Management Personalization 149

Customer Experience Matrix

NOVEMBER 1, 2014

Every bit of presentation-giving advice, training, and experience I’ve ever had tells me that these illustrations will distract attention from my points rather than reinforcing them. This blog post is my compromise: I’ll publish them here, which will make dropping them from the actual presentation much less painful.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Automation Planning 120

Customer Experience Matrix

OCTOBER 7, 2018

We need to refine the capability categories, create proper RFP language for each category, define an adequate body of use cases, map each use case to the required capabilities, create the RFP template, and research individual vendor capabilities. Of course, we can refine all these items over time.

RFP 266

RFP Generation Vendors Ad Building 266

Customer Experience Matrix

MAY 27, 2016

The idea of Personalized Mona Lisa is that someone decided to offer “personalized” versions of Mona Lisa by presenting each individual with a portion of the painting that was related to their interests. From the company perspective , personalization limits the value presented to the consumer. So here goes. Let’s start at the beginning.

Personalization 189

Personalization Paid Search Agency Segmentation Marketing 189

Customer Experience Matrix

JANUARY 12, 2018

That’s why research like this study from Invoca shows consumers only want to engage with chatbots on simple tasks and quickly revert to speaking to a human for anything complicated. Anyone who’s ever tried to give written driving directions and quickly switched to drawing a map knows how hard it is to accurately describe any process in words.

Activities 174

Activities Marketing AI Paid Search Agency Paid Social Agency 174

Customer Experience Matrix

MAY 7, 2015

But the closest I could find were a couple of products that build profiles of groups the marketer defines in advance, such as brandAnalyzer by brandAnalyzer from Global Science Research and Empirical Insights from SG360. Human-built rules still determine which messages are available and when messages will be presented.

Marketing AI 120

Marketing AI Paid Content Work Management Lead Ranking 120