Customer Experience Matrix

NOVEMBER 14, 2016

Maybe it's me, but the show seemed to lack some of its usual self-congratulatory excitement: for example, CEO Brian Halligan didn’t present the familiar company scorecard touting growth in customers and revenues. (A HubSpot does seem to be working on that. Both integrations were presented as first steps towards deeper relationships.

Marketing Automation Services 0

Marketing Automation Services Hubspot Conference Marketing Automation 0

Customer Experience Matrix

JUNE 3, 2017

This works well when dealing with known customers, who usually identify themselves when they start using a sytem. At present, users have to control this manually through campaign and message rules. SessionM is working on a governance module to manage campaign precedence and limit the total number of messages.

Loyalty 120

Loyalty Enterprise Management Ideal Customer Profiles Work Management 120

Customer Experience Matrix

SEPTEMBER 30, 2016

Reltio works with a simple data model – or graph schema if you prefer – that captures relationships among basic objects including people, organizations, products, and places. This is where the real fun begins, because that profile is now available for analysis and applications.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Ideal Customer Profiles 120

Customer Experience Matrix

MARCH 4, 2018

The Customer Data Platform Institute will be launching its European branch later this month with a series of presentations in London, Amsterdam and Hamburg. Answers to questions about leading digital transformation, being driven by customer expectations, and working closely with business units all found that U.S.

Work Management 212

Work Management Marketing Management Allocation Paid Search Agency 212

Customer Experience Matrix

NOVEMBER 3, 2018

I’ve presented three different types of CDPs but hope the differences in what they do and which you’d want are fairly clear.** We could easily add another CDP category to cover them – “Marketing Suite CDP” would work just fine. There are some extra cost and effort involved but in some situations they're worth it. Are you still with me?

Marketing Automation Services 325

Marketing Automation Services Work Management Marketing Management Multi-Channel 325

Customer Experience Matrix

OCTOBER 7, 2017

I gave my presentation on Self-Driving Marketing Campaigns at the MarTech conference last week. That is, work is still organized into campaigns that deal with customer segments because the human manager needs to think in those terms. These vendors are still working with campaigns, not individual-level journey orchestration.

Marketing AI 168

Marketing AI Work Management Marketing Management Marketing Analytics Tools 168

Customer Experience Matrix

DECEMBER 13, 2013

Let’s face it: no real work will get done next week, what with all the holiday parties and caroling and so forth. Eastern time on Wednesday, December 18 and register for the Webinar I’m co-presenting with RedPoint Global on Customer Data Platforms. So you might as well set aside 2:00 to 3:00 p.m.

Webinar Metrics 120

Webinar Metrics Marketing Conversion 120

Customer Experience Matrix

OCTOBER 14, 2016

But the company also calls itself a “marketing integration engine” that works with “all of your data”, which certainly goes beyond just advertising. Dig a bit deeper and the confusion just grows: the company works mostly with aggregated performance data, but also works with some individual-level data.

Work Management 120

Work Management Marketing Management Analytics Paid Search Agency 120

Customer Experience Matrix

DECEMBER 13, 2014

But the best part of my recent presentation with BlueConic was listening to the voice of someone else’s experience: in this case, the experience of more than 60 BlueConic clients, distilled into a maturity model that traced the stages they passed through on their way to full customer-centric marketing. Segmentation. Complexity of data.

Paid Search Agency 120

Paid Search Agency Advertising Agencies Multi-Channel Work Management 120

Customer Experience Matrix

DECEMBER 16, 2018

But I just recently saw a presentation by CDP vendor Boxever that suggested the sequence was more than random. So the best bet is that the CDP market will follow the same pattern as other markets, with best-of-breed products slowly replaced by integrated solutions, starting in the mid-market and working up into larger enterprises.

Enterprise Management 278

Enterprise Management Work Management Marketing Management Marketing Automation Services 278

Customer Experience Matrix

MARCH 9, 2015

The last three minutes of my MarTech Conference presentation are driving me crazy. Some will be the topic of other MarTech presentations. This won’t necessarily be the traditional “creative” work such as copywriting and design, which machines already do better than we care to admit. I have no trouble talking about that.

Marketing Automation Services 120

Marketing Automation Services Ideal Customer Profiles Terms and Conditions Lead Ranking 120

Customer Experience Matrix

AUGUST 25, 2016

If you want to go this route, be sure to check how well the system can integrate with your messaging and flow management systems and be sure they can work at the account level. Those are the places where ABM specialists are most likely to shine.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Account Based Marketing 120

Customer Experience Matrix

JULY 3, 2014

Rotating banners on the company Web site position StrongView as a “product platform” and “marketing cloud” as well as mentioning “cross-channel lifecycle marketing”, “present tense marketing”, “true one-to-one communication” and “the first customer insight solution supporting unlimited cross-channel interaction data”.

Work Management 120

Work Management Marketing Management Marketing Automation Services Paid Search Agency 120

Customer Experience Matrix

DECEMBER 6, 2017

My wife is working on a Ph.D. 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. That works because, with a budget of 7 for each resource, the player can afford to increase spending in the other categories.

Resources 136

Resources Class Course Conference 136

Customer Experience Matrix

MAY 8, 2014

Brent Adamson of the CEB presented the Challenger Sales and Marketing models, which have been around for a few years now but still impress me. In case you’re wondering, yes, that’s a lot of work. It also echoes the Challenger Sales process while suggesting that the Challenger approach will work better in some circumstances than others.

Conference 120

Conference B2B B2B Sales Planning 120

Customer Experience Matrix

MARCH 12, 2017

It’s true that different departmental applications will probably need the CDP data to be presented slightly differently. CDP technologies work at the enterprise level and, logically, CDPs should be enterprise assets. 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

APRIL 13, 2018

This means that most trust-building methods marketers naturally rely on, which are based in traditional authority, probably won’t work. This means they have to devices trust building measures, convince their companies to adopt them, and then educate customers about how they work.

Ad Building 120

Ad Building Peer-to-peer Privacy Privacy Protection 120

Customer Experience Matrix

MAY 24, 2016

I heard at least one vendor say her system worked this way and it's just fine, although I suspect it may have a little more central storage than she described. Instead, mobile is simply how things work whether the interaction is on the Web, in email, in social media, by text message, or, for the Luddites among us, by voice.

Mobile Marketing 136

Mobile Marketing Conference CRM Mobile Advertising 136

Customer Experience Matrix

APRIL 27, 2017

Infusionsoft has always presented combined methodical management of its own business with evangelical cheerleading for its small business clients. This has worked well for Infusionsoft – the company has grown steadily, although it no longer releases client counts as it positions itself for an as-yet-unscheduled Initial Public Offering.

Marketing Automation Services 0

Marketing Automation Services Marketing AI Work Management Marketing Management 0

Customer Experience Matrix

JUNE 13, 2016

At present, the actions are chosen by rules set up manually by marketers – although even this is a step ahead of having marketers directly assign accounts to specific campaigns. This is the sort of work you’d previously have needed a pretty smart sales rep to handle properly.

Account Based Marketing 120

Account Based Marketing Marketing Automation Services Work Management Buy 120

Customer Experience Matrix

NOVEMBER 30, 2011

In fact, I may have exceeded the bounds of good taste: the topic allows a surprising number of double-entendres if you work at it. I won’t be presenting but you'll get great information and a copy of the new workbook. Even better, attend SalesFusion's December 6 Webinar on the topic ( register here ).

Marketing Automation Services 120

Marketing Automation Services Marketing Automation CRM Features 120

Customer Experience Matrix

JUNE 16, 2010

On June 29, I'll be giving a Webinar on “Matching a Marketing Automation System to Your Needs”, part of a day-long set of all-star lead management presentations organized by the Focus online business community. Don’t try to avoid the hard work of figuring out what you need the system to do. Click here to register ; it’s free.)

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Work Management Marketing Management 120

Customer Experience Matrix

NOVEMBER 9, 2015

In particular, its finding new market segments that clients might enter – something different from simply scoring leads that clients present to it or even from finding individual prospects that look like current customers. Like Radius, Infer works by importing the client's CRM data and enhancing it with Infer's information.

Lead Ranking 120

Lead Ranking Lead Scoring Work Management Marketing Automation Services 120

Customer Experience Matrix

NOVEMBER 19, 2011

Change the Present. I’m also working on four more workbooks on specific aspects of vendor selection, which should all be published over the next month or so. The paradox is intentional: you can’t remember the future because it hasn’t happened, so that uncertainty is what you should remember. So stay tuned and good luck.

Marketing Automation Services 120

Marketing Automation Services Vendors Marketing Automation Automation 120

Customer Experience Matrix

APRIL 11, 2011

The online / offline connection was covered by MarketShare CEO Jon Vein, who presented studies that showed including the “indirect impact” of online display ads can dramatically improve their reported return on investment.

Conference 120

Conference Advertising Channels Ad Frequency Ad Exchange 120

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. Similarly, it has claimed some real-time interaction management, but I don''t know how well it works.

Work Management 120

Work Management Marketing Management Marketing Automation Services Salesforce.com 120

Customer Experience Matrix

JANUARY 5, 2012

This makes it even easier for me to doctor photographs for my presentations. More specifically, the wall represents the effort of a traditional best-practice approach, which requires reviewing all marketing processes, designing new programs, creating new content, and working out alignment with sales.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Work Management Automation 120

Customer Experience Matrix

APRIL 13, 2016

These are updated immediately as new data is gathered, so the system is always working with the most current information. In addition to storing the imported information in a persistent database, ONE can lets users define in-memory profiles available for real-time access during interactions.

Marketing Automation Services 120

Marketing Automation Services Work Management Ideal Customer Profiles Marketing Management 120

Customer Experience Matrix

MAY 14, 2014

Last month he goaded me into coming up with a framework for relating marketing technology to business strategy , which I''ll present at the MarTech conference in August. The role of the platform is to manage a central customer database so that all the apps work from a common core of information. That Scott Brinker is such a devil.

Rules 120

Rules Work Management Marketing Management API 120

Customer Experience Matrix

AUGUST 8, 2015

Intent-based ads on social networks work roughly the same way, although the users are known individuals because they had to sign in. Similarly, retargeting ads can be used to make hard sales offers or to more gently present brand messages and name-capturing content.

Intent Data 120

Intent Data Intent Bombora Top of Funnel 120

Customer Experience Matrix

MARCH 30, 2012

I recently gave a Web presentation comprised almost entirely of slides from different surveys. The importance of their work is obvious enough that budgets and senior management support are generally available. Mixed marketers, working in traditional channels, still struggle with budgets, metrics, and senior management.

Barriers 120

Barriers Customer Surveys Budget Programs Process 120

Customer Experience Matrix

JANUARY 22, 2013

The “smart systems” group aims to build sophisticated technology that can automatically gather information, identify the best response, create the appropriate programs, and present them to marketer for approval. I’m tempted to say it has failed, and to cite the well-known statistics showing how few marketers use their systems fully.*

Marketing Automation Services 120

Marketing Automation Services Small Business Marketing Work Management Marketing Automation 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. This ensures that you get an accurate sense of the total work effort involved. Choosing a marketing automation system is a major decision. A disciplined selection process is essential to make a sound selection.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Marketing Automation 120

Customer Experience Matrix

DECEMBER 4, 2012

I wrote in February about one set of these vendors: Balihoo and others that specialize in helping central marketing organizations work with channel partners such as dealers and franchisees. I'm sure plenty of other specialists exist as well. MindMatrix is one of them. Integrations with ACT! And Saleslogix are under development.

Marketing Automation Services 120

Marketing Automation Services Paid Search Agency Marketing Automation Advertising Agencies 120

Customer Experience Matrix

OCTOBER 15, 2013

Key findings will be presented in a Webinar next Thursday, sponsored by TreeHouse Interactive ; you can register here. All of this brings us back to where we started: rather than blaming their tools, marketers need to work harder at ensuring full deployment of the systems they’re already purchased.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Automation BtoB 120

Customer Experience Matrix

JANUARY 13, 2014

I''m working on it as part of a larger methodology to help marketers assess the value of a Customer Data Platform and plan for deployment. Scott Brinker, a.k.a. chiefmartec *, last week published a terrific Marketing Technology Landscape Supergraphic organizing nearly 1,000 vendors into 43 categories and six major classes.

Work Management 120

Work Management Marketing Management Planning Paid Search Agency 120

Customer Experience Matrix

SEPTEMBER 18, 2011

The concepts are illustrated diagrams from Needles’ work at Leftbrain. This is the concept of “Demand Process Integration”, which he calls a framework to connect content management with lead management so they reinforce each other. Key metrics include process capacity, throughput time, and system balance.

Demand Generation Agencies 120

Demand Generation Agencies Demand Peer-to-peer Work Management 120