Customer Experience Matrix

DECEMBER 17, 2014

which I naturally proposed to Scott as a short video for the next MarTech conference. More generally, when devices become autonomous, do marketers still address their owners or are there ways to sell to things themselves? There’s at least a bad science fiction story in all this (“Do self-driving cars pick their own gas stations?”

Conference 120

Conference Marketing Proposals Paid Search Agency Planning 120

Customer Experience Matrix

JULY 10, 2012

Here’s my two-part modest proposal: - within nurture programs, leads should be offered whatever materials they are most likely to select next, based on their recent behavior. Of these two proposals, the first one is the more radical since it implies a change in the structure of nurture campaigns.

Top of Funnel 120

Top of Funnel Marketing Funnels AIDA Lead Ranking 120

Customer Experience Matrix

APRIL 13, 2018

The chapter headings suggest she ends up proposing blockchain as the ultimate solution. The author sees a new, distributed trust model built on transparent, peer-based reputation (think Uber and Airbnb )* that lets people confidently interact with strangers.

Ad Building 120

Ad Building Peer-to-peer Privacy Privacy Protection 120

Customer Experience Matrix

NOVEMBER 15, 2011

19% of buyers do a formal needs assessment and Request for Proposal (RFP). Software-as-a-Service makes it possible for marketers to purchase and deploy a marketing automation system without help from IT, but that doesn’t make it a good idea. Again, this means the other 81% are buying a system without a formal buying process.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation RFP Automation 120

Customer Experience Matrix

NOVEMBER 9, 2015

Conceptually, this is exactly the model I have proposed of “do the right thing, wait, and do the right thing again”. The initial deployment is limited to Oracle Eloqua , which had the best APIs for the purpose, although Mintigo plans to add other marketing automation partners in the future.

Lead Ranking 120

Lead Ranking Lead Scoring Work Management Marketing Automation Services 120

Customer Experience Matrix

MAY 14, 2014

Hence my initial instinct, proposed in comments on Scott’s blog, that we find a way to crowdsource creation of the platformality requirement list – drawing on the collective wisdom of app developers and users who have already felt the pain of trying to build apps on platforms that not fully suited to the task.

Rules 120

Rules Work Management Marketing Management API 120

Customer Experience Matrix

SEPTEMBER 16, 2010

Tags: marketing automation request for proposal system requirements software selection raab guide demand generation.

RFP 120

RFP Marketing Automation Services Marketing Automation Automation 120

Customer Experience Matrix

DECEMBER 4, 2012

Lead scoring rules can consider response to system-generated documents, such as proposals and presentations, arguably allowing more accurate scoring than other systems. 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

DECEMBER 2, 2015

I wrote last June about replacing traditional multi-step campaigns with a system that tracks customers through journey stages and executes short sequences of actions, called “plays”, at each stage. The goal was to approach the perfect campaign design of “do the right thing, wait, and do the right thing again”.

Marketing Proposals 120

Marketing Proposals Campaigns Automation Work Management 120

Customer Experience Matrix

NOVEMBER 16, 2011

The goals you state here should be as specific as possible, so you can later check that proposed solutions address them. You’ve waited this long because the objectives only make sense in light of your current situation. Data sources: describe the internal and external systems that will feed your marketing automation platform.

Work Management 120

Work Management Marketing Automation Services Marketing Management Vendors 120

Customer Experience Matrix

FEBRUARY 22, 2011

Our friends at Gartner have recently proposed replacing “enterprise marketing management” with “integrated marketing management” as the general term for, um, integrated marketing management. Let me make clear that when I say “enterprise”, I mean “enterprise”, as in big business. Makes sense.

Resource Management 120

Resource Management Enterprise Management Marketing Automation Services Marketing Management 120

Customer Experience Matrix

JANUARY 15, 2010

In my last post , I proposed the (somewhat tongue-in-cheek) term of “content grazing” to describe automatically extracting small bits of information from company documents and feeding them to prospects and customers.

Multivariate analysis 120

Multivariate analysis Enterprise Management Automation Work Management 120

Customer Experience Matrix

APRIL 15, 2015

At the risk of some unfair (and unjustifiably condescending) stereotyping, I’ll propose that part of their concern comes from a sort of Spock-like rationality that says only a few different products are really needed in any given segment. By that standard, predictive analytics is still far from overcrowded.

Lead Ranking 120

Lead Ranking Marketing Automation Services Marketo Marketing Automation 120

Customer Experience Matrix

MAY 2, 2007

Here, the sort of attitude measures I was proposing as a more-accessible proxy for future value calculations are neither necessary nor appropriate. Once a customer is acquired, it becomes much more plausible to consider each sale as independent.

Product 120

Product Acquisitions Tagging Contacts 120

Customer Experience Matrix

MARCH 12, 2007

I was eager to see the results of the calculations—remember, I’m working with live data—and was pleased to see they were reasonable: the system proposed changes to fewer than half the total products and estimated a 10% increase in value. That should tell them pretty much what they need to know.

Cross-Selling 120

Cross-Selling Sample Lead Scoring Lead Ranking 120

Customer Experience Matrix

MARCH 27, 2007

Those combine to form a convenient 3x3 matrix that can serve as a simple checklist for assessing any business analysis: have you considered the estimated impact of the proposed decision on each cell? There’s no guarantee your answers will be correct, but at least you’ll have asked the right questions.

ROI 120

ROI Cross-Selling Fulfillment Analysis 120

Customer Experience Matrix

SEPTEMBER 11, 2013

On the other hand, I proposed to Susan almost immediately after meeting her and that''s worked out just fine. email after each interaction, which is a good sign that Zoho is trying to do a good job. Bottom line: We’re still in the honeymoon period, so I may find Zoho isn’t really as great as I think.

CRM 120

CRM Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

MARCH 9, 2015

Implications for Marketers If Martech moves in the directions I’m proposing, marketers need to do certain things to prepare. Technology never works quite as well as promised, so I figure humans will still be needed to keep things running. Expect imperfection.

Marketing Automation Services 120

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

Customer Experience Matrix

APRIL 10, 2014

Marketo seems to be proposing to sell a basic set of applications and delivery systems and let clients supplement them with third party applications as needed. But, on reflection, there’s no requirement for a platform to be fully “application neutral”.

Marketo 120

Marketo Marketing Automation Services Conference Work Management 120

Customer Experience Matrix

JUNE 11, 2007

Loyal readers of this blog might expect me to propose lifetime value as a better alternative. Otherwise, they risk disproportionately rewarding the selected behaviors, thereby distorting management priorities and ultimately harming business results. It probably is, but the lukewarm response it elicits from most managers has left me cautious.

Work Management 120

Work Management Marketing Proposals Marketing & Strategy Tagging 120

Customer Experience Matrix

OCTOBER 31, 2006

Building an accurate simulation model is one way to know you truly understand a process, and of course it then lets you estimate the impact of proposed changes without the disruption of actually testing them. This ties directly to process simulation, another BPM capability highlighted in the article.

Transparency 120

Transparency Enterprise Management Course Order 120

Customer Experience Matrix

NOVEMBER 16, 2006

It proposes negotiations in four areas: - technical support and training (“live training should be free to all your employees regardless of when you hired them.”) - service level standards (make sure you have a written Service Level Agreement that guarantees 99.5% 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

JULY 29, 2008

Let me know if you agree or what you'd propose as alternatives. So that’s my current thinking on the subject: one dimension measures the ability to coordinate distributed marketing programs, and the other measures the scope of functions provided.

Demand Generation 120

Demand Generation Work Management Demand Marketing Management 120

Customer Experience Matrix

FEBRUARY 6, 2008

They proposed a few new metrics, such as the number of conversations involving a product and the number of exposures to a viral message. But I didn’t sense much connection between the interest in social networks and any desire for marketers to be more analytical.

Conference 120

Conference CMO Advertising Agencies Marketing Management 120

Customer Experience Matrix

MAY 29, 2007

In short, I’m proposing there is some useful opportunity for cross-fertilization between matching software and search vendors. But simple misspellings and partial information abound in search inputs, and often in the data being searched as well. An engine that cannot overcome such imperfections will be at best partially effective.

Work Management 120

Work Management Lead Scoring Lead Ranking Sales Qualified Leads 120

Customer Experience Matrix

NOVEMBER 18, 2009

These vendors have geared their sales process to selling to large firms, with the in-person demonstrations, technical reviews, formal proposals and contract negotiations that implies. Pricing tends to be higher and more complicated, allowing buyers to pay for specific components as needed.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Demand Generation Agencies Demand Generation 120

Customer Experience Matrix

APRIL 19, 2007

Incidentally, some data warehouse gurus have proposed an " exploration warehouse " or " exploration data mart " that is a somewhat similar concept. They seem to have in mind more carefully processed data than I do, but I wouldn't want to claim to be the first to think along these lines.)

Paid Search Agency 120

Paid Search Agency Marketing Proposals Analysis Internet Marketing 120

Customer Experience Matrix

JANUARY 11, 2007

Pragmatists need to be convinced that a proposed change is risk-free. Pragmatists want incremental improvements to existing processes. No amount of enthusiastic preaching by visionaries will attract the pragmatists. In fact, it probably scares them off. I’m beginning to suspect that this is why CEM has apparently stalled in its growth.

Marketing Management 120

Marketing Management Multi-Channel Marketing Proposals Organic Leads 120

Customer Experience Matrix

JANUARY 26, 2007

The traditional process for selecting software involves gathering requirements, embedding these in a Request for Proposal, sending the RFP to qualified vendors, and making a decision based on the replies. I don’t know where the process got started; I suspect in government procurement but perhaps it was large corporate bureaucracies.

RFP 120

RFP Vendors Marketing Proposals Sales Qualified Leads 120

Customer Experience Matrix

JANUARY 22, 2007

Although Sterling’s immediate point is simply that retailers can sell more things if they work with partners, the paper is really proposing that the retailer accept primary responsibility for the entire customer experience for the products it sells. This is a more radical position than it may seem.

SIC 120

SIC Cross-Selling Cable Advertising Agencies 120

Customer Experience Matrix

SEPTEMBER 26, 2006

The essential preliminary step, which any good consultant will insist upon, is to understand the business issues and how the proposed new system will solve them. My real complaint is that Entellium is encouraging users to make the mistake they love to make anyway, which is jumping right into functional checklists and vendor comparisons.

Work Management 120

Work Management Vendors Paper Consulting 120

Customer Experience Matrix

JUNE 20, 2007

The method is pretty straightforward: break lifetime value in its components and quantify the impact of a proposed change on whichever components will be affected. One of the challenges facing a data quality initiative is how to justify the expense. Lifetime value provides a framework for doing just that.

Fulfillment 120

Fulfillment Acquisitions Work Management Segmentation 120

Customer Experience Matrix

OCTOBER 10, 2009

Those have all been proposed as ways to classify business intelligence systems, and several of the products in my business-analyst business intelligence (BABI--how cute!) category fall into one or another such group.

Business 120

Business Aggregators Vendors Pricing 120

Customer Experience Matrix

DECEMBER 13, 2008

As Tuesday’s post suggested, my thoughts on usability measurement have now crystallized. To provide a meaningful and consistent comparison of usability across demand generation vendors, you could: 1. Define a set of business scenarios that must be supported by the system.

Demand Generation 120

Demand Generation Work Management Demand Marketing Management 120

Customer Experience Matrix

OCTOBER 7, 2018

can someone create a standardized CDP Request for Proposal? It might also mean, what features do all CDPs share and which are found in some but not others?) which CDPs have which capabilities? This really means, which CDPs match my requirements?) This comes from vendors who are now receiving many poorly written CDP RFPs.)

RFP 266

RFP Generation Vendors Ad Building 266

Customer Experience Matrix

JUNE 27, 2012

Other products in the suite include Salesforce.com for sales automation and customer service, Adobe EchoSign for e-signatures, AppExtremes Conga Composer for proposal creation, Dell’s own Boomi for application integration, and a Dell-built analytics platform. That is some pretty good company to keep.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Automation Salesforce.com 120

Customer Experience Matrix

NOVEMBER 25, 2008

The slides did list a few unusual features, including “prospect portals” that help buyers and sellers to share information related to a project; a sales proposal builder; and features to work with sales partners. We didn’t look at the software itself, so I can’t comment on it in any detail. I consider that equally misleading.)

Demand Generation 120

Demand Generation User-Generated Content Work Management Demand 120