Customer Experience Matrix

MAY 24, 2016

Machine intelligence will provide the processing power to interpret this data correctly, continuously, and for millions of customers at a time. But even before we get to the point where humans are completely cut out of the buying process , we'll have the problem of how to optimize the customer journey.

Mobile Marketing 136

Mobile Marketing Conference CRM Mobile Advertising 136

Customer Experience Matrix

AUGUST 22, 2016

Last week’s posts introduced our new Raab Guide to ABM Vendors ( buy it here ) and introduced a framework four process ABM steps, six system functions, and six key sub-functions. Internal data is most important later in the sales cycle, when prospects and customers are interacting with the company directly.

Enterprise Management 120

Enterprise Management Marketing Automation Services Marketing Management Vendors 120

Customer Experience Matrix

MAY 4, 2011

Those vendors base much of their appeal on the convenience of using one system for marketing, Web pages, CRM, and even order processing. I suppose I should backtrack a bit here and acknowledge that I’m talking about marketing to customers – that is, people who have already made a purchase – rather than marketing to prospects or leads.

Salesforce.com 120

Salesforce.com Marketing Automation Services Marketing Management Small Business Marketing 120

Customer Experience Matrix

MARCH 4, 2014

This allows marketers to send different contents to companies as the marketing automation system tracks them through different stages of the buying process. It''s tempting to position Vendemore and similar firms at the top of the marketing funnel, as a way to connect with new prospects that have not yet identified themselves to a company.

Top of Funnel 120

Top of Funnel Advertising Funnels Paid Search Agency Display 120

Customer Experience Matrix

JUNE 3, 2009

The short answer is that Serena is very pleased, since the flows make it easier to enforce complex processing rules that were otherwise difficult to define and execute. Maratona spent the rest of the time on business issues such as lead scoring, process flow and content creation. Todd felt the campaign flows were “as easy as Visio”.

Work Management 120

Work Management Marketing Automation Services Marketing Management Demand Generation Agencies 120

Customer Experience Matrix

JULY 9, 2010

Curata reduces this effort by using natural language processing to automatically identify, classify and tag potential articles. Because the search and tagging are highly automated, Curata says a typical client processes 40 to 80 articles each day in about 20 minutes. Setting up a Curata site requires little technical skill.

Aggregators 120

Aggregators Marketing Automation Services RSS Classified Ads 120

Customer Experience Matrix

MARCH 23, 2011

Indeed, you could sniff that Infusionsoft is only now adding campaigns, in the sense of a container to link separate process flows. Others have used its sequential processes either separately, to automate a variety of annoying manual tasks, or by painstakingly stringing them together by themselves or with professional help.

Work Management 120

Work Management Marketing Automation Services Marketing Management Marketing & Strategy 120

Customer Experience Matrix

MARCH 14, 2013

It’s sponsored by Mintigo , a hard-to-classify vendor with technology to scan the Web for prospects and predict their interests. Without giving away all the goodies, some of the more interesting things we’ll cover include: - where social and behavioral data are used in the marketing process. You can register here.

Webinar Metrics 120

Webinar Metrics Work Management Marketing Management Social Networks 120

Customer Experience Matrix

APRIL 13, 2011

Yesterday' post described the first three steps in Raab Associates' vendor selection process: defining requirements, researching options, and testing vendors against scenarios. Make A Decision Don’t let the selection process drag on. Document and improve internal marketing processes. How many programs do you run each month?

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Marketing Automation 120

Customer Experience Matrix

AUGUST 22, 2013

Infer differs from its competitors in many subtle ways: the scope of its data sources, its matching processes to assemble company and individual data, the exact types of scores it produces, its modeling techniques, and reporting. Infer pricing is based on the number of records processed and connected systems.

Lead Ranking 120

Lead Ranking Lead Scoring Marketing Automation Services Ideal Customer Profiles 120

Customer Experience Matrix

JANUARY 15, 2010

Its concept of "Meaning Based Marketing" comes quite close to my idea of "content grazing" as a way to reduce marketing complexity while delivering the right content to each customer or prospect. 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

APRIL 5, 2011

Whatsnexx offers itself as a radically easier way to manage customer and prospect interactions than conventional marketing automation. The process is this: users first define “scenarios”, which are customer processes such as acquisition, retention or complaints, and "states", which are customer types such as new, high value, or disgruntled.

Work Management 120

Work Management Campaigns Salesforce.com Marketing Automation Services 120

Customer Experience Matrix

FEBRUARY 24, 2009

In Fernandez’ view, this reflects a fundamental philosophical difference from his competitors: Marketo sees marketing as reacting to prospect-initiated behaviors, not executing company-driven interaction paths. In Marketo, each campaign is a relatively small, self-contained sequence of steps that is triggered by a particular prospect need.

Marketo 120

Marketo Marketing Automation Services Marketing Management Vtrenz 120

Customer Experience Matrix

FEBRUARY 13, 2014

Software Advice does show the number of prospective buyers by industry: not surprisingly, tech is still the most common industry among new buyers. Software Advice drives this point home by showing how prospective buyers are currently managing marketing activities: nearly half are relying on a CRM.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Marketing Automation 120

Customer Experience Matrix

JUNE 27, 2014

But data from other sources must still be added through batch files, slowing the process. But it does not plan to match competitors who offer treatment recommendations, sell lists of new prospects, or provide their own behavior tracking pixels. Pricing for Fliptop is based on data volume and starts at $2,500 per month.

Lead Ranking 120

Lead Ranking Lead Scoring Marketing Automation Services Reachforce 120

Customer Experience Matrix

JULY 28, 2010

The company takes a conservative approach to marketing automation, stressing the importance of process over flashy software. Manticore wants clients to understand that demand generation is a business process. Summary: Manticore Technology released some modest enhancements to its demand generation platform today.

Manticore 120

Manticore Marketing Automation Services Demand Generation Agencies Marketing Management 120

Customer Experience Matrix

OCTOBER 26, 2009

Incidentally, the survey also found that 73% of respondents had guidelines in place to measure marketing success, but just 50% said their company requires a measurement plan as part of its program approval process. Treat this as you wish: is it impressive that 73% have measurement guidelines or frightening that 27% do not?

Social Media 120

Social Media Customer Surveys Social Marketing Media 120

Customer Experience Matrix

MAY 18, 2010

A: Creating more compelling customer/prospect experiences (37%) Q: What is the CMO’s biggest challenge today? I suppose a more subtle interpretation would be that marketers know that correlation of activities with revenues is their "most broken" process, but consider fixing it less important than integrating multiple channels.

CMO 120

CMO Customer Surveys Correlation Social Media 120

Customer Experience Matrix

NOVEMBER 5, 2009

The immediate take-away here is that the industry still needs to educate prospective buyers on why marketers need a separate system. I still suspect they will, driven by the need for ever-closer cooperation between marketing and sales teams in managing prospect relationships. Vendors take note. See Who’s Afraid of the Big, Bad Wolf?

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Marketing Automation 120

Customer Experience Matrix

FEBRUARY 2, 2010

Database marketers strive to gather ever-more information about their customers and (to a lesser extent, because less data is available) about their prospects. In other words, we’re talking about a loss of control over the marketing process.

Database Marketing 120

Database Marketing Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

SEPTEMBER 11, 2009

When QlikView introduced its free Personal Edition, he decided to use it at work to track a database of college recruiting prospects. Building the original map was easy – my son was able to do it with little help, even though QlikView was doing some very sophisticated processing under the hood.

Social Media 120

Social Media Media Cable Terms and Conditions 120

Customer Experience Matrix

APRIL 17, 2013

What’s needed to fully exploit this resource is technology that automates the end-to-end process of assembling the information, identifying opportunities, and delivering the results to sales and marketing systems. Marketers could theoretically use separate systems for each step in the process, and integrate the results for themselves.

Automation 120

Automation Ideal Customer Profiles Salesforce.com Eloqua 120

Customer Experience Matrix

NOVEMBER 18, 2011

Delivering this automation requires major investments in statistical technology, standardized definitions, and process monitoring to avoid the “sorcerer’s apprentice” problem of uncontrolled execution. They’re also moving past CRM to tap other internal systems like accounting, manufacturing and order processing. External data.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Paid Search Agency 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. Each score predicts visits to a different Web page, typically representing a stage in the purchase process.

Small Business Marketing 120

Small Business Marketing Marketing Automation Services Communities Lead Ranking 120

Customer Experience Matrix

JULY 1, 2012

. * For example, Marketo’s Definitive Guide to Lead Scoring defines lead scoring as “a shared sales and marketing methodology for ranking leads in order to determine their sales-readiness.” ** Eloqua’s Grande Guide to Lead Scoring puts it nicely: lead scoring “helps marketing and sales professionals identify where each prospect is in the buying process.”. (..)

Lead Ranking 120

Lead Ranking Lead Scoring Sales Qualified Leads Budget Programs 120

Customer Experience Matrix

APRIL 15, 2015

Some products sell mostly to smaller companies, some to companies with many different products, some to customers who want new prospect names, some who want to incorporate external behaviors, and so on. But there’s a deeper version of this question that asks about the role of predictive analytics within the customer management process itself.

Lead Ranking 120

Lead Ranking Marketing Automation Services Marketo Marketing Automation 120

Customer Experience Matrix

FEBRUARY 25, 2009

This gave salespeople a desktop “Tracker” that instantly alerted them when prospects responded to their emails, and showed which pages the prospects visited on their company Web site. Data captured by the forms will be loaded first into Salesforce.com and then copied into Genius.com during the regular synchronization process.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

SEPTEMBER 1, 2009

Let’s run through the standard demand generation process to see how this works in practice. This process has five functions: send emails to prospects; capture responses on landing pages; score leads; send qualified leads to sales; and nurture non-qualified leads with multi-step campaigns.

Demand Generation Agencies 120

Demand Generation Agencies Demand Generation Small Business Marketing Marketing Automation Services 120

Customer Experience Matrix

DECEMBER 20, 2012

(The reasons: marketing automation databases are constrained by the need to synchronize the CRM data structures; CRM databases are limited by the challenges of delivering adequate performance at reasonable cost for operational processing.) We’ll see how they handle it.

Eloqua 120

Eloqua Marketing Automation Services Enterprise Management Marketing Automation 120

Customer Experience Matrix

DECEMBER 8, 2011

. - Facebook forms: use forms within Facebook pages and apps to gather customer permissions - social sign-in: use social media sign-in services to replace marketing automation forms - personalized Facebook ads : display different ad versions on a Facebook page based on the user’s profile, including both Facebook and non-Facebook data Marketo - sharing: (..)

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Social Media 120

Customer Experience Matrix

DECEMBER 4, 2006

The new positioning will draw on expert channel partners such as Value Added Resellers to help customers not simply install the software, but also train their staff and modify their business processes. But I don’t find this a pleasant prospect. The eWeek article quotes, and heavily draws from, a report “SaaS 2.0:

Advertising Agencies 120

Advertising Agencies Advertising Channels Software Paid Search Agency 120

Customer Experience Matrix

AUGUST 4, 2022

The result was a crisis-driven acceleration in the pace of change for corporate systems and processes, and dare I even say culture, as companies were forced to adapt to ever-changing customer expectations, working conditions, and supply chain bottlenecks. People and process are at least as important.

Marketing AI 292

Marketing AI Work Management Marketing Management Paid Search Agency 292

Customer Experience Matrix

JUNE 25, 2008

Certainly the overriding point was that technology can’t do the job by itself: business processes and organizational structures must be in place to ensure that marketing and sales work together. So, having tipped our hat to process, let’s talk about technology instead. Or do you add them and hide them during the sales process?

Work Management 120

Work Management Marketing Management Demand Generation Marketing Automation Services 120

Customer Experience Matrix

APRIL 27, 2007

But I have come to associate “on demand” with “instant deployment,” and was at least initially intrigued at the prospect of services I could turn on almost immediately. Although traditional approaches could be improved upon, I don’t think the process can ever be removed altogether or made trivially simple.

Demand 120

Demand Enterprise Management Marketing Management Lead Ranking 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. This sort of processing is a good fit for Alterian’s columnar database engine, which is the core of its business.

Marketing Management 120

Marketing Management Acquisitions Social Media Marketing Automation Services 120

Customer Experience Matrix

MARCH 18, 2009

The actual process is somewhat complex: the leads are actually sent to a sales automation system (SalesView or Salesforce.com) which in turn sends them to ResellerView, and the revenues are read from opportunity records that also flow from ResellerView to sales automation to MarketingView. Partner management.

Demand Generation Agencies 120

Demand Generation Agencies Demand Generation Demand Enterprise Management 120

Customer Experience Matrix

JANUARY 24, 2015

The first is prospect data: the company has negotiated deals to let its clients access detailed files with 235 million consumer names and 60 million B2B names. This is initially being deployed to identify the most responsive list segments within the prospect data. Prospect data and machine learning are closely integrated.

Marketing Automation Services 120

Marketing Automation Services Small Business Marketing Paid Search Agency Marketing Report 120