Customer Experience Matrix

MAY 20, 2010

Not to beat a dead horse, but Wednesday’s eMarketer reported on yet another survey that touched on the question of why marketers don’t measure. Although the Omniture 2010 Online Analytics Survey is obviously limited to Web analytics, the answers probably apply to other types of measurement as well.

Lead Scoring 120

Lead Scoring Lead Ranking Analytics Peer-to-peer 120

Customer Experience Matrix

OCTOBER 25, 2006

The Ponemon Institute ( www.ponemon.org ) earlier this week released its second annual study on the cost to companies of data breachers. The study, “2006 Annual Study: Cost of a Data Breach”, was sponsored by PGP Corporation ( www.pgp.com ) and Vontu, Inc. www.vontu.com ), which both sell data protection technologies.

Studies 120

Studies Privacy Cost Companies 120

Customer Experience Matrix

SEPTEMBER 3, 2018

A recent Sizmek study found that 77% of marketers predicted data regulations such as GDPR would make targeting audiences with third party data increasingly difficult. In a Demandbase study , 60% of respondents said that GDPR was forcing a change in their global privacy approach. The expectations are real.

DemandBase 199

DemandBase Lead Ranking Paid Search Agency Work Management 199

Customer Experience Matrix

OCTOBER 26, 2006

I’ve never met Jim Dickie at CSO Insights ( www.csoinsights.com ) but have always been impressed by the thorough, objective (and concise!) nature of his reports on sales methods and technologies. The most recent, “On-Demand Versus On-Premise CRM: Are There Performance Differences?” lives up to expectations.

Demand 120

Demand CRM Salesforce.com Studies 120

Customer Experience Matrix

APRIL 19, 2017

The chief finding of the study, which is that the executives rated technology as by far their largest obstacle to improving customer experience. As it happens, airline technology vendor Sabre published a survey of airline executives just before the event.

Marketing Management 198

Marketing Management Ethics Loyalty Customer Surveys 198

Customer Experience Matrix

FEBRUARY 18, 2018

This Adobe study found that 28% of consumers are not comfortable sharing any information with brands and 26% say that too-creepy personalization is their biggest annoyance with brand content. Conversely, GDPR-induced constraints on acquiring external data should make a company’s own data that much more valuable.

Enterprise Management 189

Enterprise Management Work Management Marketing Management Paid Search Agency 189

Customer Experience Matrix

JULY 1, 2023

I tend to agree with this GP Bullhound study, which argues that “Any application introduced as an AI-enhanced alternative to an existing application or as a feature to a platform will likely become redundant when that incumbent platform implements the same AI features.”

Best Practices 177

Best Practices Work Management Differentiation Marketing Management 177

Customer Experience Matrix

FEBRUARY 24, 2017

See, for example, this Kitewheel study which found 72% of agencies use less than 40% of their tools every week. The term “martech fatigue” has crept into my conversations, suggesting that marketers are tired of buying new systems they often don't use. So what’s the problem?

Paid Search Agency 196

Paid Search Agency Advertising Agencies Marketing Management Budget Programs 196

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

OCTOBER 6, 2015

In Experian’s 2015 Digital Marketer study , 89% of marketers reported at least one challenge with creating a complete customer view. Yet the marketers in that same study gave the highest importance ratings to identity-based information including customer value, buying/shopping patterns, and buyer persona.

Marketing Management 120

Marketing Management Ideal Customer Profiles Case Studies Buyer Personas 120

Customer Experience Matrix

APRIL 15, 2012

I found five relevant studies dating back to 2009. Taking the oldest first: Silverpop International Email Marketing Benchmark Study, 2009 This one doesn’t break out results by mailer type, so it’s probably dominated by business-to- consumer marketers. The UK Email Marketing Benchmark Report 2012 Finally, we have a study from Signup.to

Advertising Benchmark 120

Advertising Benchmark Eloqua B2B Click Rate 120

Customer Experience Matrix

APRIL 1, 2020

Here are a dozen-plus studies I’ve seen in the past week, most of which are on-going. As marketers finish their initial emergency adjustments to coronavirus lockdowns, they are starting to think about longer-term plans.

Paid Search Agency 240

Paid Search Agency Companies Advertising Agencies Business 240

Customer Experience Matrix

SEPTEMBER 18, 2023

In fact, it's apparently better than average, since most studies put failure rates at 60% to 70%. Figures are lower for service providers (45%) and other respondents (15%). It's important to realize this is no worse than success rates for other large system deployments. See this page for a compendium.)

Enterprise Management 177

Enterprise Management Work Management Marketing Management Lead Ranking 177

Customer Experience Matrix

SEPTEMBER 29, 2015

The most authoritative-looking study I found was from Media Dynamics in 2014 , which found almost no change since 1945 in ads people were exposed to, despite a near-doubling in the time spent with media (defined as TV, radio, Internet, newspapers and magazines). Just 362 ads per day?

Cost Per Thousand 120

Cost Per Thousand CPM Ads Emarketing 120

Customer Experience Matrix

MARCH 4, 2018

This study from Econsultancy suggests the difference is overstated if it exists at all: 9% of European countries reported a highly integrated tech stack, barely under the 10% figure for North American companies. It’s long been an article of faith on both sides of the Atlantic that the U.S. That (plus the larger size of the U.S.

Work Management 212

Work Management Marketing Management Allocation Paid Search Agency 212

Customer Experience Matrix

OCTOBER 22, 2013

The Ascend2 study also found that 18% of respondents used marketing automation extensively, while 43% made limited use of it, and 39% didn’t use at all. This is similar to the BtoB study I cited last week , which found that just 26% of marketing automation users had fully adopted their system. But I doubt it.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Marketing Automation Lead Scoring 120

Customer Experience Matrix

MARCH 11, 2017

A recent Deloitte study described IT trends that seem incompatible with common martech strategies. This either shows that martech managers are less important than they think or explains why martech managers are needed in the first place. Maybe both.

Enterprise Management 149

Enterprise Management Marketing Management Marketing Proposals Paper 149

Customer Experience Matrix

NOVEMBER 18, 2018

Studies on the topic show mixed results 1 and that most people care more about practical matters 2. But the broader interest in taking social positions is intriguing precisely because the B Corps have been exceptions to the conventional wisdom that businesses should avoid controversial issues. So why the sudden change?

Paid Search Agency 192

Paid Search Agency Advertising Agencies Privacy Protection Work Management 192

Customer Experience Matrix

JUNE 17, 2016

And it embeds Spark machine learning to build churn and upsell predictions, soon to be extended to other predictions such as willingness to give references or participate in case studies. On the other hand, the playbook sequences lack the event-based branching available in most marketing automation nurture flows.

Automation 120

Automation Marketing Automation Services Lead Ranking Trigger Marketing 120

Customer Experience Matrix

SEPTEMBER 3, 2009

Summary: Here are links to about twenty studies with statistics on online media consumption and advertising spend. Probably the most comprehensive study along these lines was Global Faces and Networked Places , released by Neilsen in March 2009. The Internet figure seems low, but this was a very careful and sophisticated study.

Spending 120

Spending Media Mobile Advertising Forrester 120

Customer Experience Matrix

FEBRUARY 12, 2013

For example, LoopFuse reported 42% of respondents had marketing automation in place, a Forrester study reported 45% use among B2B enterprise marketers, and the Lenskold Group found 70% marketing automation usage.* An Aberdeen study reported 30% adoption. Even with direct mail and marketing automation itself, the total reaches only 37%.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Work Management Marketing Automation 120

Customer Experience Matrix

JULY 27, 2018

We are surely entering the “disillusion” stage of the hype cycle when tales of failed implementations and studies showing mixed satisfaction levels are common (and prove nothing about the technology's ultimate value). Like many new technologies, they are often expected to deliver more than is possible.

Enterprise Management 149

Enterprise Management Work Management Marketing Management Vendors 149

Customer Experience Matrix

OCTOBER 14, 2019

This probably wouldn’t be quite as effective as individual-level targeting, although I don’t recall any studies that prove this. A total end to distribution of third party personal data would still leave Internet marketers able to target based on context, content, and in-session behaviors.

Privacy 149

Privacy Advertising Agencies Advertisements Advertising 149

Customer Experience Matrix

JUNE 12, 2014

I recently did a study of the strategies of B2B marketing automation vendors. Of the two dozen or so companies in the sample, six were clearly successful (defined as achieving major share within their segment), seven had failed to survive as independent companies and sold for a low price, and the rest fell somewhere in between.

Marketing Automation Services 120

Marketing Automation Services Vendors Marketing Automation Automation 120

Customer Experience Matrix

NOVEMBER 24, 2016

Companies with the scale to afford the system can expect it to pay for itself: in one published study, the three-year cost was $7.7 I won't go into details of other Decision Hub components, but they’re equally advanced. million but incremental revenue was $362 million. As I say, this isn’t a system for everyone.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

APRIL 13, 2018

In fact, if you look closely at studies of consumer attitudes, what you ultimately see is that consumers don’t really put a very high value on their personal data or privacy in general. What does scare them is identity theft , so it’s just possible that regulations addressing that issue might provide privacy protections as a bonus.

Ad Building 120

Ad Building Peer-to-peer Privacy Privacy Protection 120

Customer Experience Matrix

SEPTEMBER 28, 2006

The Times article largely dismissed the Federal Trade Commission study I had quoted—which found 10 million identity thefts per year at a cost of $48 billion—in favor of a recent Department of Justice report that found only 3.6 The DOJ study used a 42,000 sample. million cases costing $3.3 billion in a six month period.

Cost 120

Cost Sample Case Studies Studies 120

Customer Experience Matrix

MAY 2, 2008

In search of that, I poked around a bit and found several references to a 2007 study from AMR Research. The study itself, Market Demand for Business Intelligence and Performance Management (BI/PM), 2007 will cost you $4,000. But it’s always nice to have hard numbers to cite as proof. internal labor costs 24.7%.software

Marketing Management 120

Marketing Management Cost Software Class 120

Customer Experience Matrix

OCTOBER 9, 2009

As eMarketer pointed out in its article on the study , this conflicts with other surveys have found consumers receptive to targeted Web ads. The Berkeley/UPenn study claims it is more accurate because it is the first nationally representative telephone (rather than Internet-based) survey on the topic.

Customer Surveys 120

Customer Surveys Privacy Paid Search Agency Emarketing 120

Customer Experience Matrix

SEPTEMBER 19, 2013

My detailed study of Customer Data Platforms should be released next week. Now that the information is assembled, I can at last pull back and get a good overview of what I’ve found. Perhaps the most interesting discovery has been that the CDP vendors cluster into three main groups. • B2B data enhancement.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

DECEMBER 19, 2011

Marketers define “challenges”, such as sharing content, making a referral, creating case studies, or providing a reference, and the system issues points to advocates who perform them. Influitive tackles the control issue head on. It applies game-based motivational methods to company advocates.

Work Management 120

Work Management Peer-to-peer Marketing Management Planning 120

Customer Experience Matrix

MAY 30, 2014

Much of the program was case studies and panel discussions, which don''t always provide specific take-aways but do offer inspiration and insight into how other people achieve their successes. Anyway, back the BMA conference.

Conference 120

Conference Peer-to-peer Business Case Study 120

Customer Experience Matrix

NOVEMBER 15, 2011

This and the following figures come from the CMO Council study “Driving Revenue Through Customer Relevance”, which I analyzed in detail last year). This isn’t bad in itself, but many don’t talk to anyone else. You do also have to wonder how other 34% make a decision if they’re NOT talking to anyone in marketing.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation RFP Automation 120

Customer Experience Matrix

MARCH 24, 2016

One person told me he liked the case studies best; no surprise there. The closest thing I heard to a criticism was that some sessions were more theoretical than action-oriented, but that is really a matter of taste. Someone else said they were surprised at how many had a B2C focus, although that was more an observation than a complaint.

Conference 120

Conference Marketing Automation Services Peer-to-peer Vendors 120

Customer Experience Matrix

SEPTEMBER 1, 2010

Aberdeen Group has published many studies related to marketing automation. CSO Insights publishes highly regarded studies of sales performance. Statistics include: • 16.5% higher sales quota achievement and 7% higher win rates • 100% increase in deal size 3. 16% % firms w/lead to first call conversion > 50% 48.7% 51% win rates 55.6%

Marketing Automation Services 120

Marketing Automation Services Lead Ranking Marketing Automation Marketing Qualified Leads 120

Customer Experience Matrix

OCTOBER 27, 2006

This study looked at several types of software, not just CRM. . The study looked at both hosted and on-premise products. Access Markets International (AMI) Partners ( www.ami-partners.com ) published “Mid-Market CRM: Vendor Strategies for a New Frontier”, which found only 35% of mid-sized companies have an existing CRM installation.

CRM 120

CRM Vtrenz Marketing Automation Services Marketing Management 120

Customer Experience Matrix

FEBRUARY 19, 2015

Ensighten studies have found it reduces page load time by 40% and tag deployment time by 75%. Ensighten’s method meant that only the tags that would actually fire for a particular visitor were loaded, while a container serves all tags and lets the Web page figure out which to fire.

Tagging 120

Tagging Enterprise Management Work Management Marketing Management 120