Customer Experience Matrix

FEBRUARY 4, 2010

My main point is consolidation is generally not possible because most digital touchpoints do not collect identifiable, addressable information. And, because consolidated data is often not available, the digital marketers have learned to work without it. See yesterdays’ post for my definitions of those terms.)

Online Marketing 120

Online Marketing Customer Surveys Advertising Channels Lead Scoring 120

Customer Experience Matrix

APRIL 25, 2013

Many of those products have limited capabilities for working with newer data sources like Web sites and social networks, but the real distinction between them and CDPs is that the older systems are mainly designed to assemble data. Pricing is based on the number of data sources and touchpoints, with additional charges based on data storage.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Class 120

Customer Experience Matrix

APRIL 12, 2007

. - more extensive business intelligence capabilities built into enterprise software systems like SAP - rule- and model-driven interaction management components built into customer touchpoint systems - more advanced testing functions built into operational processes (okay, we haven’t seen that one yet, but I did write about it yesterday ).

Distribution 120

Distribution Analytics Enterprise Management Lead Ranking 120

Customer Experience Matrix

JANUARY 18, 2007

The paper then works through the implications of its position. It even defines “customer experience” as “the impact that certain interactions make that create a lasting feeling or attitude toward a bank.” Italics in the original.) I’d venture that most customer experience management gurus would include all interactions in their definition.

Paper 120

Paper Work Management Marketing Management SIC 120

Customer Experience Matrix

NOVEMBER 15, 2007

SAS tells me they're working on clarifying all this in the future.) SAS says it intends to tightly integrate RDM and Interaction Manager during 2008, but hasn’t worked out the details. Flows are then made available to customer touchpoint systems as Web services using J2EE. Confused yet? This is definitely a little scary.

Resource Management 120

Resource Management Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

MAY 26, 2011

This is especially true in customer management, where new touchpoints – Web, mobile, social, etc. What this means in practical terms is that companies wishing to coordinate customer treatments across channels need to knit together their separate touchpoints. appear at a dizzying pace.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

JUNE 25, 2015

This was how direct mail marketers worked for decades, and often still do: it’s an efficient way to manage dozens or hundreds of cells within a large outbound campaign. This was realistic when interactions were limited to a few company-controlled touchpoints. There are simply too many variables for that to work.

Work Management 120

Work Management Marketing Management Marketing Automation Services Marketing Automation 120

Customer Experience Matrix

MARCH 18, 2010

It's an important sign of maturity, showing that the vendor has shifted resources from primary system functions (making things work) to supporting functions (making things work better). It has been deployed primarily in call centers, although it is designed to work across multiple touchpoints.

Work Management 120

Work Management Marketing Management Marketing Automation Services Buy 120

Customer Experience Matrix

OCTOBER 8, 2014

This makes it more possible to work across all media to improve targeting, to coordinate messages for each individual, and to measure the incremental impact of each promotion. But there are plenty of other touchpoints that responsive design doesn’t reach, including display ads, call centers, and social media. Journey mapping.

Work Management 120

Work Management Marketing Management Multi-Touch Attribution Planning 120

Customer Experience Matrix

MARCH 29, 2016

Again, this is different from defining selection rules separately for each campaign, which is how conventional marketing automation and real-time interaction systems work. Here's how it works: users can set up a rule tied to journey stage, product type, or customer attribute such as industry or persona.

Work Management 120

Work Management Marketing Management Multi-Touch Attribution Optimization 120

Customer Experience Matrix

JUNE 9, 2011

I won’t repeat that here, except to summarize that these systems use data from multiple source systems to feed centrally-managed, real-time decisions to multiple touchpoints. Clients do have the option to do this work for themselves; the company says it can be done after a couple weeks of training.

Work Management 120

Work Management Marketing Management Cost Software 120