Customer Experience Matrix

SalesPredict Offers Highly Automated, Highly Flexible Predictive Modeling

Customer Experience Matrix

Back in, say, 2008, a product like this would be big news. It then enhances the data with business and demographic information from public Web pages, social profiles, and third party sources including Zoominfo , InsideView , and Orb Intelligence.

Sailthru Offers End-to-End Omnichannel Personalization for B2C Marketers

Customer Experience Matrix

Sailthru builds a history of information about individual customers. You might think that would be done by all personalization systems but it''s possible to do something that can reasonably be called “personalization” using only anonymous information such as traffic source, search terms, location, or Web pages viewed during a visit. This makes it extremely flexible, which is very important in the fluid world of marketing information. Sailthru was founded in 2008.

B2C 90

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Optify Lets Agencies Provide Small Business with Marketing Automation, Distributed Marketing, and Sales Enablement

Customer Experience Matrix

sales enablement: systems to share marketing information with sales ( Genius , SalesFusion , LeadFormix , RightOn Interactive , Optify) distributed marketing: systems shared between central marketing organizations and local branches, dealers, distributors, sales agents, etc.

Pitney Bowes Interaction Optimizer and Dialogue Offer Unified Inbound/Outbound Marketing Campaigns

Customer Experience Matrix

Portrait itself brought an agglomeration of previous acquisitions, having expanded its original customer relationship management system by purchasing Quadstone analytics in 2005 and Million Handshakes marketing automation in 2008.

Monetate Adds Machine-Learning Based Real Time Ecommerce Personalization

Customer Experience Matrix

Monetate is one of the oldest and largest Web testing and personalization vendors, founded in 2008 and now serving more than 350 brands. This is a “big data” approach that lets the system add new types of information without creating a new table or field. First, it builds a database of customer information. It can also build a product catalog either by scraping product information directly from the Web site or by importing batch files.

Hard Data to Justify Your Marketing Automation Investment

Customer Experience Matrix

A client asked yesterday if I had some benchmark information to justify the cost of her marketing automation project. The Heart of Growing Conversion Rates," 2008): Best in Class Average % higher Inquires to Marketing Qualified Leads (MQLs) nearly 10% 3.9% Summary: So you want some hard numbers to prove the value of marketing automation? Here's a bunch. This set off an hour-long scavenger hunt through my hard drive, followed by sporadic afterthoughts later in the day.

ROI 9

Visualizing the Value of QlikTech (and Any Others)

Customer Experience Matrix

It's a little harder to read but perhaps the extra information is worth it. As anyone who knows me would have expected, I couldn't resist figuring out how to draw and post the chart I described last week to illustrate the benefits of QlikTech.

Ads 2

A Modest Proposal for Demand Generation Usability Measurement

Customer Experience Matrix

The test packages would include score sheets to make capturing this information as easy as possible. As Tuesday’s post suggested, my thoughts on usability measurement have now crystallized. To provide a meaningful and consistent comparison of usability across demand generation vendors, you could: 1. Define a set of business scenarios that must be supported by the system. Each scenario would describe a type of marketing campaign and the system tasks required to run it.

Marketbright Targets Sophisticated Demand Generation Users

Customer Experience Matrix

The slides did list a few unusual features, including “prospect portals” that help buyers and sellers to share information related to a project; a sales proposal builder; and features to work with sales partners. I still fear this could mislead by obscuring important information: for example, deep functionality in a few areas could generate the same score as limited functionality across many areas.

Measuring Usability: A Task-Based Approach

Customer Experience Matrix

This is another convenient conclusion, since statistically meaningful surveys would require finding a large number of demand generation system users and gathering detailed information about their levels of expertise. I think we all know that the simplest practical measure of intelligence is how often someone agrees with you.

Usability Is Just One Piece of the Puzzle

Customer Experience Matrix

Of course, this does raise the question of whether the feature information assembled in the Raab Guide to Demand Generation Systems is really helpful. What the Guide really does is save readers the work of assembling all the feature information for themselves, thereby freeing them to focus on defining their own business processes, tasks and users. A funny thing happened as I was writing one of my usual rants on incorporating usability into the selection process.

LucidEra and Birst Blaze New Trails for On-Demand BI

Customer Experience Matrix

Apparently, many marketers never learned how to analyze the information buried within their sales automation systems, simply because it wasn’t available back when they were being trained. Basically they claim to have fully automated the entire business intelligence implementation process: loading the data, designing the warehouse, identifying interesting information, and creating dashboards to display the results.

Department of the Obvious: Anti-Terrorist Data Mining Doesn't Work

Customer Experience Matrix

So even though this is outside the normal range of topics for this blog, it's worth publicizing a bit in the hopes of stimulating a more informed public conversation. I've emerged from the cave where Osama bin Laden and I were working on the new Guide to Demand Generation Systems (oops -- the Osama part was supposed to be secret) and am now catching up with the rest of the world.

More Thoughts on Comparing Demand Generation Systems

Customer Experience Matrix

When I looked at the various items of information I have been gathering, it was pretty easy to determine where in this matrix each item belonged. I have mostly been focused this week on formats for the new Demand Generation Guide. Since this is of interest to at least some regular readers of this blog, I suppose it’s okay to give you all an update. The issue I’m wresting with is still how to present vendor summaries.

Infobright Puts a Clever Twist on the Columnar Database

Customer Experience Matrix

The trick is that BrightHouse stores descriptive information about each data pack and can often use this information to avoid loading the pack itself. For example, the descriptive information holds minimum and maximum values of data within the pack, plus summary data such as totals. Subsequent queries can use this information to avoid opening data packs unnecessarily. The system was officially launched in early 2008 and now has about dozen production customers.

Still More on Assessing Demand Generation Systems

Customer Experience Matrix

This is no reflection on the product, which seems to be well designed, is very reasonably priced, and has a particularly interesting integration with the Jigsaw online business directory to enhance lead information. This involves a fair amount of work beyond gathering information about the vendors themselves, but I suppose that’s what it takes to deliver something useful.

Raab on DM Radio Panel on July 10

Customer Experience Matrix

For more information and to register, visit [link I'm scheduled to appear on a DM Radio panel on columnar databases on July 10. I'll be joining Dr. Michael Stonebraker, architect of the modern INGRES and POSTGRES database designs, and CTO/Founder of columnar database developer Vertica, and several additional guests.

Sybase IQ: A Different Kind of Columnar Database (Or Is It The Other Way Around?)

Customer Experience Matrix

Much of this was spent updating my information on SybaseIQ , whose CTO Irfan Khan was a co-panelist. I spent a fair amount of time this past week getting ready for my part in the July 10 DM Radio Webcast on columnar databases. Sybase was particularly eager to educate me because I apparently ruffled a few feathers when my July DM Review column described SybaseIQ as a “variation on a columnar database” and listed it separately from other columnar systems.

More Blathering About Demand Generation Software

Customer Experience Matrix

When I was researching last week’s piece on Market2Lead , one of the points that vendor stressed was their ability to create a full-scale marketing database with information from external sources to analyze campaign results. But I recently spoke with on-demand business intelligence vendor LucidEra , who also said they had found that demand generation systems could not integrate such information. In the meantime, the Aberdeen report provided some other interesting information.

The Value of Intra-Site Web Search: A Personal Example

Customer Experience Matrix

NewEgg has to somehow populate its checkboxes with all that information. I’ll do a real post later today or more likely tomorrow, but I thought I’d quickly share a recent personal experience that illustrated the importance in e-commerce of really good in-site search. By way a background: having a good search capability is one of those Mom-and-apple-pie truths that everyone fully accepts in theory, but not everyone bothers to actually execute.

Market2Lead Offers Enterprise-Strength Demand Generation System

Customer Experience Matrix

It can support programs in 42 languages, store a default language for each prospect, and capture information in different languages from the same person. Market2Lead offers the usual list of demand generation functions: outbound email, Web forms and landing pages, automated lead nurturing, integration with sales, and campaign return on investment analysis.

For Behavior Detection, Simple Triggers May Do the Trick

Customer Experience Matrix

The type of behavior tracking I wrote about last week—seeing which pages a visitor selected, what information they downloaded, how long they spent in different areas of the site, how often they returned, and so on—often relates to large, considered purchases. Information such as comparisons with competitors may be popular but could lead them to delay their decision or even end up purchasing something else.

Demand Generation Systems Shift Focus to Tracking Behavior

Customer Experience Matrix

The (true) claim is that this information gives a significant insight into the prospect’s state of mind: the exact issues that concern them, their current degree of interest, and which people at the prospect company were involved. Of course, the Web information is combined with conventional contact history such as emails sent and call notes to give a complete view of the customer’s situation.

Denodo Helps Mesh Enterprise Data

Customer Experience Matrix

The main marketing application of this work has been building business and consumer profiles with information from public Web sources. Basically their approach is to build specialized connectors, called “wrappers,” that (a) extract specified information from databases, Web sites and unstructured text sources, (b) put it into queryable structure, and (c) publish it to other applications in whatever format is needed.

WiseGuys Gives Small Firms Powerful List Selection Software

Customer Experience Matrix

The data import takes incremental changes in the source information – that is, new and updated customers and new transactions – rather than requiring a full reload. The system will combine the transaction history of the duplicates, but not move information from one customer record to another. This means that if the surviving record lacks information such as the email address or telephone number, it will not be copied from a duplicate record that does.

Bah, Humbug: Let's Not Forget the True Meaning of On-Demand

Customer Experience Matrix

These also take customer lists submitted over the Internet and automatically return enhanced versions – in their case, IDs that link duplicates, postal coding, and sometimes third-party demograhpics and other information. I was skeptical the other day about the significance of on-demand business intelligence. I still am. But I’ve also been thinking about the related notion of on-demand predictive modeling.

eglue Links Data to Improve Customer Interactions

Customer Experience Matrix

As eglue captures information about an on-going interaction, it applies rules and scoring models to decide what to recommend. More important, they provide a useful range of information: the recommendation itself, selling points (which can be tailored to the customer and agent), a mechanism to capture feedback (was the recommended offer presented to the customer? and links to additional information such as product features. Let me tell you a story.

Service Oriented Architectures Might Really Change Everything

Customer Experience Matrix

The four reader comments posted so far have been not-so-politely skeptical of this notion, basically because they feel IT will still do all the heavy lifting of building the databases that provide information for these user-built systems. I put in a brief but productive appearance at the DAMA International Symposium and Wilshire Meta-Data Conference running this week in San Diego.

What's New at DataFlux? I Thought You'd Never Ask.

Customer Experience Matrix

The new developments also encompass product information and other types of non-name and address data, usually labeled as “master data management”. Of course, DataFlux does use rules and reference information when appropriate. What with it being Valentine’s Day and all, you probably didn’t wake up this morning asking yourself, “I wonder what’s new with DataFlux ?” That, my friend, is where you and I differ.

Fitting QlikTech into the Business Intelligence Universe

Customer Experience Matrix

I’m using “business intelligence” in the broad sense of “how companies get information to run their businesses”. Quality” raises its own issues of definition, but let’s view this from the business manager’s perspective, in which case “quality” means something along the lines of “producing the information I really need”. I’ve been planning for about a month to write about the position of QlikTech in the larger market for business intelligence systems.

Lyzasoft: Independence for Analysts and Maybe Some Light on Shadow IT

Customer Experience Matrix

On the other hand, Lyza is a young product (released September 2008) with only a dozen or so clients, so bugs would not be surprising. Reports show which users send and receive data from other users, as well as which data sets send and receive information from other data sets.

Show Me the Numbers: Hard Data on Internet Use and Media Spend

Customer Experience Matrix

This showed that as of December 2008, search was still the most common Internet activity (used by 85.9% Netpop Research reinforces this point in Media Shifts to Social , which found that as of September and October 2008, communications (including email, instant messaging, blogs and photo sharing) had risen to 32% of online time from 27% in 2006. Zenith Optimedia pretty much agrees: its October 2008 report shows U.S.

Demand Generation Implementation Survey - Background Results

Customer Experience Matrix

nbr responses vendor 8 Marketo 6 Eloqua 3 Genius.com 3 LoopFuse 3 Pardot 2 Market2Lead 2 Treehouse Interactive 1 eTrigue 1 Vtrenz (Silverpop) 7 No Response 36 Another intriguing bit of contextual information is the deployment date of the systems. There was actually another dated 6/01/2208, which I treated as 2008. I've been having a dandy time analyzing the results of my Demand Generation Implementation Survey.

Why Social Media Really Matters

Customer Experience Matrix

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. I’ll date it from 2008, although effective marketing uses of social media are just starting to emerge. Content is still important, of course, but its nature shifts from information that visitors consume to tools like widgets that empower them to share their enthusiasm with others.

Alterian Pushes Into Social Media Management with Techrigy Acquisition

Customer Experience Matrix

Previous acquisitions include Web content management (MediaSurface, 2008), contact optimisation (Campaign Calculus 2.0, Users can then select an article and drill into its details, including extracted Web site information and traffic rank, content analysis showing sources of the system-applied tags, the full article itself, and links to Alexa , Technorati , Compete and Quantcast information about the article source.

Youcalc: On-Demand Analytics Without Stored Data

Customer Experience Matrix

A second, more fundamental limitation is that the system can’t access historical data, such as point-in-time snapshots of information which is not retained in operational systems. Youcalc was launched in its current form at the end of 2008, although the company has been working on its core technologies since 2003. Summary: Youcalc is an on-demand analytics vendor with 130 prepackaged applications primarily for sales and marketing reporting.

Hubspot Offers Small Business Marketers a Big Bundle of Features

Customer Experience Matrix

I've since been informed that Personality Grader was an April Fool's joke.]) But it added Salesforce.com integration in 2008, which also meant the leads and their activity history could be shared with sales people. Summary: Hubspot offers a bundle of Web traffic generation and lead management features in one low-cost package. Small businesses willing to invest some effort should be pleased with the results.

Act-On Software Does List-Based Demand Generation

Customer Experience Matrix

For more information, see my blog post on Marketbright and my post on Treehouse International.) Act-On released its beta version in June 2008 and started selling last October. Most are small or mid-sized, but they also include Cisco , which invested in Act-On in 2008.

Salespeople: One Question Matters Most

Customer Experience Matrix

The two clearest answers came from questions about the information salespeople want and why they don’t follow up on inquiries. By far the most desired piece of information about a lead was purchasing time frame: this was cited by 41% of respondents, compared with budget (17%), application (15%), lead score (15%) and authority (12%). This is an unsurprising result, since (a) good information is often missing and (b) salespeople don’t like to waste time on unqualified leads.

ROI 2

LeadLife Mixes Advanced and Simple Features

Customer Experience Matrix

It follows some principles I first heard many years ago, the gist of which was to divide the screen into fixed regions that always display the same type of information (e.g., LeadLife was established in 2006 and released its first version in September 2008. I have my little checklist of features to define whether a demand generation system is suited for simple or complex marketing programs. You'll find most of the list in our report on Vendor Usability Scores on the Raab Guide site.)