| | | Customer Experience Matrix | | Social | 122 articles |
| Page 1 of 2 | Previous | Next | CUSTOMER EXPERIENCE MATRIX SEPTEMBER 9, 2009 Why Social Media Really Matters Social media is the latest stage in this evolution. The final, related factoid is that social media have grown from virtually nothing to nearly 20% of online time over the past few years. This matters because social media are an alternative gateway to finding Web content: instead of doing a search, I can ask my online community for information or recommendations. Thus, social media present a major threat to search advertising revenues. These shifts from offline to online advertising and from search to social media suggest a progression through four stages: 1. | CUSTOMER EXPERIENCE MATRIX MARCH 19, 2010 Real Examples of Social Media ROI Summary: some published examples of "hard" ROI from social media. As part of the preparation for next Tuesday’s Webinar with 1to1 Media and Neolane (register here ), I poked around for some concrete examples of ROI from social media. Socialnomics blog by Erik Qualman offers a dynamic video with 33 “salient examples and data points” about social media ROI. The problem with tying social media to "hard" ROI is this often relies on complex intermediate calculations, which are subjective in themselves. Tags: social media roi marketing measurement | | | | | | | CUSTOMER EXPERIENCE MATRIX DECEMBER 8, 2011 Social Media Features in Marketing Automation Systems: Who Does What? Social media is arguably overhyped as a marketing trend: it gets well under 10% of marketing budgets (different surveys have figures from 3% to 8%) and results are questionable (it was rated the least effective content marketing tactic in a recent MarketingProfs study ). But social is clearly growing fast and has great potential. Results are summarized in the table below. | CUSTOMER EXPERIENCE MATRIX DECEMBER 19, 2011 Influitive Helps Marketers Build an Army of Advocates Marketers recognize the potential reach of social media, but are rightly frightened that they can’t control the message. Most social marketing applications sidestep the issue by focusing on creating communities ( Jive , Lithium ), monitoring conversations (Radian6 , Trackur ) and running promotions ( CrowdFactory , Nextbee ). Marketing automation vendors have mostly worked on making it easy to post and share messages and to capture social data. advocate management influitive social media marketingSee my December 8 post for details.) Influitive is currently in beta. | CUSTOMER EXPERIENCE MATRIX FEBRUARY 5, 2012 Marketing Automation Vendors Added Webinars, Social Media, and Dynamic Content in 2011 Let’s start with three areas that gained a lot of industry attention last year: Webinars, social media, and revenue management. Social Media: It’s no news that social media is a hot topic among marketers, so it’s no surprise that vendors are adding features to support it. For a more nuanced analysis, see my blog post Social Media Features in Marketing Automation Systems: Who Does What? But that’s more important to industry insiders than the marketers who actually use these systems. Real marketers care about what the systems can do. Let’s start with the basics. | CUSTOMER EXPERIENCE MATRIX MAY 22, 2013 Selligent Brings a New B2C Marketing Automation Option to the U.S. Even the leading survivors, including Neolane (founded 2001) and RedPoint (founded 2006) have their roots in traditional outbound campaigns, although they now support Web, social, and real-time interactions to varying degrees. 'I’m writing this post on my old DOS-based WordPerfect software, to get in the proper mood for discussing business-to-consumer marketing automation.* market. | | | | | | | | | -
CUSTOMER EXPERIENCE MATRIX | WEDNESDAY, DECEMBER 21, 2011 Beyond Marketing Automation: Building a Complete Marketing Infrastructure This started as a post about Empathy Logic , a company that merges data from marketing automation, CRM, Web tracking, order processing, social monitoring, and other systems; lets marketers segment and select from this more complete set of data; and sends the resulting lists back to message delivery systems such as email and Web sites. Either way, the respondents still gave marketing automation a better effort / value ratio than attribution, buzz monitoring and social media management. So, yes, there’s a need for a company like Empathy Logic. This is by far the broadest list. MORE >> -
CUSTOMER EXPERIENCE MATRIX | SUNDAY, OCTOBER 2, 2011 HubSpot's Strategy for Winning the Marketing Automation Horserace In concrete terms, it involves blogging, search engine optimization of Websites, and social media messages. This involves strengthening its “middle of the funnel” tools for more powerful email, better segmentation and content selection, and enhancing lead profiles with data from social media. Indeed, CTO Dharmesh Shah said their goal is to “leapfrog” current marketing automation vendors by replacing their focus on email marketing with a focus on social media. But all other marketing automation vendors are also adding social media capabilities. Here goes. Well, sure. MORE >> -
CUSTOMER EXPERIENCE MATRIX | TUESDAY, FEBRUARY 7, 2012 Raab VEST Report: Testing Features, Data Quality and Content Management Still Lag in Marketing Automation Products There’s apparently a resurgence of interest of direct mail generally and post cards in particular as a way to avoid ever-more-cluttered email inboxes and social media channels. My last post looked at data from our just-released B2B Marketing Automation Vendor Selection Tool (VEST) to understand general industry trends and identify the greatest areas of improvement. Today we’ll look at the VEST data to see what’s still hard to find. See the previous post for details on the calculations. It's still much harder to find than dynamic content although it is becoming more available. MORE >> -
CUSTOMER EXPERIENCE MATRIX | WEDNESDAY, SEPTEMBER 28, 2011 List of Mid-Tier Business-to-Consumer Marketing Automation Systems Here are some others, in rough order of industry familiarity: Alterian – extends beyond multi-channel campaign management to include Web content management, Web analytics, and social media monitoring. Emailvision itself offers its tools for email, mobile and social campaigns. ExactTarget – originally an email service provider, it now also supports mobile, social, Web pages, and Web analytics. The world clearly has more B2B marketing automation vendors than it needs – my master list of demand generation products includes two dozen. Decision Software Inc. MORE >> - HiveFire Curata Cuts the Work in Content Aggregation
Sources can include social media, news feeds, patent registrations and RSS subscriptions. Summary: HiveFire Curata makes it easy to assemble and republish content on specialized topics, attracting visitors to your company’s Web site. Here’s an irony for you: the world is awash with content, but marketers struggle to find enough of it. It’s like a sailor dying of thirst. Of course, sailors really do die of thirst. It happens when they’re surrounded by salt water they can’t drink. Marketers have the same problem: they can’t use most of the content that’s available. MORE >>
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- Neolane Interaction Tightly Integrates Real-Time and Outbound Marketing Campaigns CUSTOMER EXPERIENCE MATRIX | FRIDAY, MAY 31, 2013
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- Dreamforce 2011: Salesforce.com Will Leave Marketing Automation Alone. But Revenue Performance Management Might Be Another Story. CUSTOMER EXPERIENCE MATRIX | FRIDAY, SEPTEMBER 2, 2011
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- Which B2B Marketing Automation Systems Have Hard-to-Find Features? The Answers May Surprise You CUSTOMER EXPERIENCE MATRIX | THURSDAY, FEBRUARY 10, 2011
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