Customer Experience Matrix

DECEMBER 2, 2010

Choices will be based on individual features and supporting services. In general, though, HubSpot’s growth strategy seems to rely more on expanding services than features. One aspect of service is consulting support. One aspect of service is consulting support.

Small Business Marketing 120

Small Business Marketing Marketing Automation Services Hubspot Demand Generation Agencies 120

Customer Experience Matrix

JULY 25, 2009

Summary: Consumer-oriented marketing automation systems have been slower to adopt the Software-as-a-Service model than business marketing (demand generation) systems. Software-as-a-Service (SaaS) is now the standard model for business-to-business marketing automation (a.k.a. demand generation) systems.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Demand Generation Agencies 120

Customer Experience Matrix

NOVEMBER 17, 2006

In this case, the quote is from UK-based marketing services provider Ion Group ( [link] ). Still, there is a clear message here: the top three items all boil down to service. Ion’s list is limited mostly to service considerations. Yet value is typically considered a combination of quality, service and price. Fair enough.

Customer Surveys 120

Customer Surveys Service Fulfillment Loyalty 120

Customer Experience Matrix

MAY 24, 2007

Perhaps the most substantive finding was that while 74% of the executives who implemented new customer self-service systems believed they now had higher customer satisfaction, only 14% of their customers rated their experience as “much better”. Twenty two percent actually said service had gotten worse.

Studies 120

Studies Customer Satisfaction Service FAQ 120

Customer Experience Matrix

APRIL 15, 2024

The immediate question is whether it can retain its position as a primary platform for customer data and customer-facing applications, or that role will be taken over by cloud platform vendors like Google Cloud, Amazon Web Services, and Microsoft Azure and cloud database specialists like Snowflake and Databricks. I don’t know the answer.

Enterprise Management 136

Enterprise Management Work Management Marketing Management Marketing AI 136

Customer Experience Matrix

NOVEMBER 16, 2006

The paper concerned with contract terms, not service contracts. 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%

Enterprise Management 120

Enterprise Management Work Management Service Paper 120

Customer Experience Matrix

FEBRUARY 13, 2020

It’s easy to confuse the Adobe Experience Platform, the core system for collecting customer data, assembling profiles, applying machine learning, and sharing the results with services and applications, with Adobe Experience Manager, the Web content management system that is one of those applications. Got that?

Enterprise Management 286

Enterprise Management Marketing Management Ideal Customer Profiles Profiling 286

Customer Experience Matrix

OCTOBER 27, 2019

I believe the reason for these deals is that the buyers want to offer services that depend on unified customer data, but find it’s easier and cheaper to buy the necessary technology than to develop it internally. Competitors of the acquiring firms will feel pressure to offer similar services that help their clients deploy customer data.

Enterprise Management 257

Enterprise Management Work Management Marketing Management Paid Search Agency 257

Customer Experience Matrix

JANUARY 27, 2021

They have their sights set on providing a communications layer to support all customer-facing operations, including sales and service. The more practical vision is a platform-centric world where any system can plug into a central platform that provides basic services. Still a suite, but a different kind.

Marketing Automation Services 270

Marketing Automation Services Enterprise Management Marketing Management Lead Ranking 270

Customer Experience Matrix

JANUARY 3, 2021

There have certainly been improvements in software, but they’re more about architectures (cloud, micro-services) and self-service interfaces than fundamentally new applications. If the obsession of the past decade has been targeted advertising, the obsession of the next decade will be superior service.

Work Management 248

Work Management Marketing Management Software Paid Search Agency 248

Customer Experience Matrix

JULY 1, 2023

If you consider the true commodity industries, such as telecommunications, air travel, hotels, and financial services, what makes customers loyal to one or another provider is rarely the actual product or price. As a baseline, customers expect reasonable service, delivered pleasantly. Rather, it’s the way they are treated.

Best Practices 177

Best Practices Work Management Differentiation Marketing Management 177

Customer Experience Matrix

JUNE 7, 2017

Pega sells software that improves the efficiency of company operations such as claims processing and customer service. It places a strong emphasis on meeting customer needs, both through predictive analytics to anticipate what each person wants and through interfaces that make service agents’ jobs easier.

Marketing AI 120

Marketing AI Marketing Management Conference Press 120

Customer Experience Matrix

JULY 7, 2017

It supplements the social inputs with information from third party data sources, location history, and a clients’ own email, Web site, customer service, mobile apps, surveys, point of sale, and other systems. Unusally for a CDP, Lexer also provides a social engagement system that lets service agents engage directly with customers.

Marketing Automation Services 120

Marketing Automation Services Ideal Customer Profiles Elasticity Adwords 120

Customer Experience Matrix

MARCH 4, 2018

Then again, a Marketo survey found that European respondents (from a mix of IT, marketing, sales, and service departments) were generally more satisfied with their tools and performance, even though they lagged North Americas in slightly innovation and more clearly in strategic alignment with corporate objectives.

Work Management 212

Work Management Marketing Management Allocation Paid Search Agency 212

Customer Experience Matrix

JULY 3, 2014

StrongView sees this as the future of marketing and has defined its strategy as helping marketers make the transition by providing the necessary technology and supporting services. Predictive analytics rely on external modeling tools, but the vendor will compensate with prebuilt models and with services to create custom models.

Work Management 120

Work Management Marketing Management Marketing Automation Services Paid Search Agency 120

Customer Experience Matrix

APRIL 30, 2019

There’s still plenty of data along those lines, such as this Mulesoft study , which found that 49% of consumers would share personal data to get personalized service. But the same surveys show a substantial minority don’t want their data tracked at all and many have stopped using big social media platforms due to privacy concerns.

Privacy Protection 219

Privacy Protection Privacy Eye-Tracking Mobile Advertising 219

Customer Experience Matrix

APRIL 19, 2017

By contrast, the airline executives in the survey– who were about 1/3 from operations, 1/3 from marketing, sales, and service, and 1/3 from other areas including IT and finance – placed human resources in the middle and organizational structure, consensus, and lack of vision at the bottom. Visionary leaders have shown airlines can do better.

Marketing Management 198

Marketing Management Ethics Loyalty Customer Surveys 198

Customer Experience Matrix

MAY 2, 2021

Even built solutions rely heavily on purchased components, such as data storage platforms, function libraries, and external services (e.g. One important caveat to all this is that build vs buy is less a choice than a continuum. third party identity resolution). Many purchased CDPs use exactly the same tools.

Work Management 292

Work Management Marketing Management Buy Ad Building 292

Customer Experience Matrix

MAY 11, 2019

He dialed LOST – League of Strayed Travelers – a service that spanned multiverses with enough cross-traffic to establish cooperation. In the same way, we still have search engines and social networks and ecommerce, but they don’t personalize their services. Their experience is much like yours – many free services but little privacy.

Privacy 195

Privacy Paid Search Agency Privacy Protection Tagging 195

Customer Experience Matrix

JULY 10, 2013

This makes it a system for both small business and service vendors: two of my four themes. marketing services marketing automation small business marketing demand generation industry trends sales enablement marketing automation trends distributed marketing' Distributed marketing also has its own pricing.

Demand Generation Agencies 120

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

Customer Experience Matrix

FEBRUARY 2, 2018

Their clients have been largely concentrated in financial services, while most CDPs have sold primarily to online and offline retailers. While most CDPs run as a cloud-based service, Celebrus supports cloud and on-premise deployments, which are preferred by many financial services companies.

Ideal Customer Profiles 136

Ideal Customer Profiles Profiling Enterprise Management Marketing Management 136

Customer Experience Matrix

JUNE 27, 2021

Remember the growth in marketing and sales technologies was due mostly to the fact that marketing and sales teams could often buy what they wanted as a Software-as-a-Service subscription, with little or no involvement of the central IT team.

Work Management 296

Work Management Marketing Management Buy Ad Building 296

Customer Experience Matrix

FEBRUARY 2, 2017

Quaero itself was founded back in 1999 as a marketing services provider (meaning they built custom marketing databases and attached tools like the Unica campaign manager). Configuring the workflows is still definitely technical work, which is either done by IT staff or the Quaero services team.

Work Management 120

Work Management Marketing Management Ideal Customer Profiles Outgrow 120

Customer Experience Matrix

MARCH 24, 2015

In Adobe’s case, the various products remain as distinct “solutions” served by a common set of “core services”. Rather than replacing these components with common systems, Adobe has enabled a certain amount of sharing through its core services. Only Adobe solutions can access other solutions’ data through core services.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Planning 120

Customer Experience Matrix

SEPTEMBER 16, 2017

The system can do probabilistic cross-device matching but that's not reliable enough for most financial service applications. Data is unified with deterministic methods including stitching of multiple identifiers provided by customers and of multiple applications on the same device.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Personalization Work Management 120

Customer Experience Matrix

MARCH 22, 2010

Summary: ClickSquared is marketing services agency that, unlike most of its peers, has built its own marketing automation system. The more important clarification is that ClickSquared is a marketing services agency, offering database management, campaign development, creative, execution and analysis.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Multi-Channel 120

Customer Experience Matrix

SEPTEMBER 30, 2016

You might call it “self-service MDM” but that’s an oxymoron right up there with “do-it-yourself brain surgery”. As for the do-it-yourself bit: well, there’s certainly some technical expertise needed to set things up, but Reltio's services team generally does the hard parts for its clients.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Ideal Customer Profiles 120

Customer Experience Matrix

MARCH 9, 2020

One difference is that none of the commenters mentioned the several European CDPs that compete globally as specialists in travel, telecommunications, financial services, or retail. These observations largely parallel my own impressions of the region.

Work Management 177

Work Management Marketing Management Vendors Paid Search Agency 177

Customer Experience Matrix

DECEMBER 7, 2011

Probably more important, LeadLife has also bundled marketing services with its software. Services are provided with every level of the product, including the lowest price of $750 per month. Bundled services are LeadLife’s solution to the skill gap that keeps so many companies from adopting marketing automation or using it fully.

Marketing Automation Services 120

Marketing Automation Services Bundling Marketing Automation Automation 120

Customer Experience Matrix

MARCH 11, 2017

One was positioning of IT as an innovation driver; another was a loosely-coupled technical architecture of standards-based components; a third was replacing individual applications with enterprise-wide services. enterprise-wide services suggest that marketing would be expected to use the corporate solutions rather than its own systems.

Enterprise Management 149

Enterprise Management Marketing Management Marketing Proposals Paper 149

Customer Experience Matrix

AUGUST 25, 2016

Differentiators include: channels supported (display advertising, social advertising, CRM, marketing automation, email, direct mail, telemarketing, text, mobile apps, content syndication, etc.)

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Account Based Marketing 120

Customer Experience Matrix

FEBRUARY 23, 2018

Most Customer Data Platforms are Software as a Service products, meaning they run on servers managed by the vendor. But some clients prefer to keep their data in-house. So before releasing the CDP Vendor Comparison report – now available here – I added a line for on-premises deployment. public clouds.

Enterprise Management 120

Enterprise Management Vendors Comparison Amazon 120

Customer Experience Matrix

APRIL 13, 2018

Color me skeptical on that scenario: Facebook will probably renege once public attention turns elsewhere and few consumers will stop using services they enjoy due to privacy considerations. A determined skeptic could argue that such solutions can't be trusted because the systems themselves could be dishonest. . –

Ad Building 120

Ad Building Peer-to-peer Privacy Privacy Protection 120

Customer Experience Matrix

OCTOBER 6, 2015

Switching to customer service, Microsoft’s 2015 Global State of Multichannel Customer Service Report found that 68% of U.S. consumers had stopped doing business with a brand due to a poor customer service experience and 56% have higher expectations for customer service than a year ago.

Marketing Management 120

Marketing Management Ideal Customer Profiles Case Studies Buyer Personas 120

Customer Experience Matrix

AUGUST 20, 2009

These include a central content repository, conditional text within system-built emails, better response tracking, and deliverability monitoring services from Pivotal Veracity. Previous versions of the system allowed tighter integration with external email services. The balance will have to convert when they upgrade to Unica 8.0,

Marketing Automation Services 120

Marketing Automation Services Demand Generation Agencies Deliverability Demand Generation 120

Customer Experience Matrix

FEBRUARY 19, 2015

It also provides services including Web site performance monitoring and privacy management and will apply machine learning to personalization and recommendations later this year. The tag management vendors'' position also lets them give equal access to all applications without worrying about competition with their own application services.

Tagging 120

Tagging Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

AUGUST 6, 2013

Marketing automation vendors have adopted different strategies to deal with their problem, including making their systems easier to use, offering extensive training, and providing services to run the systems for their clients. It’s a little hard to review software that isn’t used by its buyers.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Marketing Management Automation 120