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More Thoughts on Web Analytics

Customer Experience Matrix

Yesterday I wrote about the strategic choices facing Web analytics vendors as their core product matures. They have three basic choices: - keep focused on Web analytics, improving their products and appealing to the most demanding users as a ‘best of breed” solution. expand into related Web functions, such as offer targeting, in-site search, content management, search engine marketing, and campaign analysis. expand into non-Web areas, in particular multi-channel customer analytics.

WebSideStory Sponsors Sound Search Advice

Customer Experience Matrix

I wasn’t really planning to write about Web analytics for the third day in a row, but the most interesting thing to come across my desk yesterday, apart from the cat, was a white paper “The Other Search: Making the Most of Site Search to Optimize the Total Customer Experience” written by Patricia Seybold Group for Web analytics vendor WebSideStory ( www.websidestory.com ). The paper is available here here on the WebSideStory site.

What's Next for Web Analytics?

Customer Experience Matrix

I recently heard a senior manager from one of the major Web analytics firms brag in public that specialists in Web analytics had “won” in their competition with general-purpose business intelligence vendors. This struck me as premature, to say the least. He might as well have raised a “Mission Accomplished” banner and snarled “bring ‘em on.”

TeaLeaf Captures Customer Experience, but Doesn't Tame It

Customer Experience Matrix

Could any white paper title grab my attention more quickly than “The Five Essentials of Customer Experience Management” ? Probably not. Even knowing the paper is from TeaLeaf Technology ( www.tealeaf.com ), which captures a browser-eye-view of Web sessions, and is therefore limited to online experiences, doesn’t really dim my curiousity. After all, Web experiences are important in themselves and learning how to manage them might provide insights that carry over to other media.

7 Inspiring B2B Marketing Campaigns

Must-See Examples of Marketing Success That You Can Replicate.

Tom Pisello: The ROI Guy: TCA Champ - Oracle or Microsoft SQL Server?

The ROI Guy

This blog is dedicated to the strategies and tools used by solution providers to better prove and improve the value of B2B solutions to frugal buyers - using diagnostic assessments, interactive white papers, ROI calculators and TCO

Tom Pisello: The ROI Guy: Hard and Soft ROI - The differences and.

The ROI Guy

This blog is dedicated to the strategies and tools used by solution providers to better prove and improve the value of B2B solutions to frugal buyers - using diagnostic assessments, interactive white papers, ROI calculators and TCO

Tom Pisello: The ROI Guy: Is Return on Customer (ROC) a good.

The ROI Guy

This blog is dedicated to the strategies and tools used by solution providers to better prove and improve the value of B2B solutions to frugal buyers - using diagnostic assessments, interactive white papers, ROI calculators and TCO

Survey: Lead Generation for Professional Services

WebMarketCentral

The experts in professional services marketing at RainToday are conducting a survey among professional services firms regarding lead generation.

B2B Marketing Trends for 2016

25 B2B marketing thought leaders answer the question "What do you expect to B2B marketers to be doing more of or differently in 2016?" The results are amazing insights around content marketing, achieving business results, alignment, employee advocacy, new technologies, customer experience and more.

New-media seminar in Minneapolis: Using podcasting and online video to improve your business communications

WebMarketCentral

Curious about what podcasting can do for your business? Check this out. The experts at Twin Cities marketing agency Provident Partners are offering a hands-on presentation and workshop on video and podcasting. This session will save you time and help you understand how new-media formats such as audio podcasts and digital video are being used as powerful tools in the marketing mix.

Can Sarbanes-Oxley compliance generate any business ROI?

The ROI Guy

Sarbanes-Oxley (SOX) section 404 compliance requires companies to implement extensive internal controls and documentation. Many companies did not have sufficient control in place to comply when SOX was passed, so investments have been made in systems, personnel and auditing to assure compliance. In order to achieve a positive ROI, the SOX compliance must have net benefits that exceed the investment to achieve compliance. These benefits cannot be the compliance itself – ie.

CIOs are from Mars, CFOs are from Venus:

The ROI Guy

For 2006 the number one business priority for CIOs was surveyed to be business process improvement – implementing technology to help the business become more streamlined and easier to do business with. [1]. To help accomplish these elusive priorities, IT organizations are reorganizing by hiring one or more business / financial experts as key members of the IT executive team.

Seven Steps to a Highly Successful Budget Presentation: Proving Past Success

The ROI Guy

IT spending is expected to grow again for the third straight year, with average 5-8% increases expected again for 2007. As a result, the IT budgeting process should be easier than in years past. Corporations have cash to spend, and for some businesses such as finance, technology, professional services, retail and others where IT is an essential component of competitive advantage getting executives to invest more in IT will be easier than ever.

Customer Success and Marketing Alignment: The Key to Unlocking Customer Advocacy

Most B2B companies say the customer experience is a priority, but their teams are not prepared or coordinated enough to make this a reality.

The ROI of RFID in the Supply Chain

The ROI Guy

Although RFID implementations are not without costs and risks, a number of companies in manufacturing, warehousing and distribution and retailing have achieved a 200-percent return on investment. Many organizations that produce, distribute, handle or sell goods are researching what RFID can do to improve operating efficiency, reduce business risk and drive additional revenue opportunities.

ROI Calculators - do they work and are they credible?

The ROI Guy

ROI Calculators are typically used on vendor websites to provide a tool where visiting prospects can quickly determine whether the vendor’s solutions can provide quantifiable value. Typically the calculators have a few questions in order to get an idea about the prospects business and opportunities from improvement. Using direct research results or estimates, the tools can simulate the impact of the solutions and quantify the potential benefits, costs and ROI (ROI = net benefits / costs).

What is the best time-frame to use for CRM ROI?

The ROI Guy

The longer you have to wait for benefits, the more risky the project is. As a rule of thumb, projects which take more than 12 months to achieve payback – where the cumulative benefits exceed the costs – is typical, even on CRM projects. Any project where the payback is more than 24 months out, I would suggest the team break into smaller, less ambitious projects – where the investment is smaller, and the initial benefits acheivements can help to pay for next round of investments.

How important is improving data management/data architecture processes before implementing CRM in order to achieve better ROI in a faster timeframe?

The ROI Guy

In a nutshell, the CRM system will use a large amount of information regarding prospects, leads customers, and orders, and create a large amount of data as various activities are entered and logged. Data integrity is essential. Without a good data architecture and integrity plan – what data is to be collected and integrated and how it is going to be used – the CRM solution may not prove as useful as possible, may prove unreliable, or may undergo overhauls midstream.

7 B2B Marketing Strategies You Need to Know About

As B2B marketers, we know that our buyers' needs are ever-evolving, but it's not just our buyers that are changing.

Business Value Selling and Sales Turnover - Continuous Working for Change

The ROI Guy

Many IT solution providers have recognized that selling the old way based on features, function and price just won’t cut it in today’s marketplace. The age of budget scrutiny, governance and accountability are upon us. As a result, customers are demanding business value proof prior to investing in that next upgrade or project. The statistics bear this out, with over 90% of customers requiring formal business justification on projects $50,000 and higher according to our research.

Tom Pisello: The ROI Guy: Time Frame for Measuring CRM ROI?

The ROI Guy

The time frame for measuring ROI (ROI = net benefits of a project / total project investment) has traditionally been anywhere between three years and five years for typical IT projects, with rare instances of seven to 10-year analyses

ROI 0