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I’ve recently been running workshops to help companies plan deployment of their Customer Data Platforms. Much of the discussion revolves around defining use cases and, in particular, deciding which to deliver first. MORE
Until recently, most marketers were content to leave privacy compliance in the hands of data and legal teams. But laws like GDPR and CCPA now require increasingly prominent consent notifications and impose increasingly stringent limits on data use. This means marketers must become increasingly involved with the privacy systems to ensure a positive customer experience, gain access to the data they need, and ensure they use the data appropriately. MORE
As marketers finish their initial emergency adjustments to coronavirus lockdowns, they are starting to think about longer-term plans. While the shape of things to come is impossible to guess, reporting on industry changes has become a marketing trend of its own. Here are a dozen-plus studies I’ve seen in the past week, most of which are on-going. Retail Behavior Data Adobe this week launched their Digital Economy Index , a long-term project that gained unexpected immediate relevance. MORE
October 22 was a landmark day for the CDP industry. MORE
Adobe fully released its Real Time Customer Data Platform last November. Although they had briefed me on it before then, it was only this week that I finally caught up with them to discuss the final product. Since this is a topic of great interest – and confusion – it’s worth sharing what I learned. MORE
The CDP Institute published its semi-annual Industry Update report today, which you download here for free. Although every word and image in the report is a jewel, there’s no question that the main story in this edition is CDP industry consolidation. MORE
Let’s take a break from Customer Data Platforms to do some trend-spotting. I spy with my little eye…privacy systems! Specifically, there's a crop of systems that are privacy-safe alternatives to dominant social, search, email and other common consumer technologies. One well known example is DuckDuckGo , which positions itself as “a search engine that doesn’t track you”. But there are plenty of others. MORE
Is real-time processing a requirement for a Customer Data Platform? It’s a deceptively simple question that can’t be answered without resolving two additional questions: What do we mean by real-time processing? How do we decide what is and isn’t a requirement? Let’s tackle the definition of real time first. There are at least four different flavors of real time processing that relate to CDPs. Real-time updates. MORE
One of the more jarring aspects in Adobe ’s briefing last week about its Marketo acquisition* were several statements that suggested Marketo and Adobe’s other products were going to access shared customer data. This would be the Experience Cloud Profile announced in March and based on an open source data model developed jointly with Microsoft and stored on Microsoft Azure.** MORE
One of the unwritten laws of punditry is that one event is random, two events are interesting, and three events make a trend. By that measure, the purchases of data analytics vendors Looker by Google , Tableau by Salesforce , and Origami Logic by Intuit within a three week span must signify something. Is it that martech suites must now include business intelligence software? I think not. Even though the acquired products were fairly similar, each of these deals had a different motivation. MORE
The growth in global privacy regulation has created an immense headache for thousands of businesses – and, thus, an immense opportunity for systems that offer relief. Small businesses in particular need simple, low-cost solutions to comply with rules that require gathering consumer consent to data collection and giving consumers access to data that’s been collected. MORE
“Apophenia” – seeing patterns where none exist – is both occupational hazard and job requirement for an industry analyst. The CDP Institute Daily Newsletter provides a steady supply of grist for my pattern detection mill. But the selection of items for that newsletter isn’t random. MORE
Everything you need to know about 2020 is covered by the fact that “apocalypse bingo” is already an over-used cliché. So I doubt many marketers have found spare time to worry about data security – which most would consider someone else’s problem. MORE
The next stop on our privacy software tour is Osano , which bills itself as “the only privacy platform you’ll ever need”. That's a bit of an overstatement: Osano is largely limited to data subject interactions, which is only one of the four primary privacy system functions I defined in my first post on this topic. The other three are: discovering personal data in company systems, defining policies for data use, and enforcing those policies.) MORE
I spend much of my time these days trying to explain Customer Data Platforms to people who suspect a CDP could help them but lack clear understanding of exactly what a CDP can do. At the end of our encounter they’re often frustrated: a simple definition of CDP still eludes them. The fundamental reason is that CDPs are not simple: the industry has rapidly evolved numerous subspecies of CDPs that are as different from each other as the different kinds of dinosaurs. MORE
The CDP Institute just published a report on the CDP Industry in Europe (download here ). This was based primarily on the global Industry Update released last month. MORE
We released a new member survey last week at the CDP Institute. You can (and should) download the full report , so I won’t go through all the details. You can also view a discussion of this on Scott Brinker's Chief Martech Show. But here are three major findings. MORE
Marketers care about privacy management primarily as it relates to customer data, but privacy management overlaps with a broader category of governance, risk, and compliance (GRC) systems that cover many data types. Like privacy systems (and Customer Data Platforms), GRC systems require an inventory of existing customer data, including systems, data elements within each system, and uses for each element. MORE
One piece of paper stands between me and ending the year with a clean desk: a list scribbled on hotel stationery that compares different customer data systems to different types of motor vehicles. Richard Scarry meets CDP Institute , you might say. MORE
Recent discussions with Customer Data Platform buyers and vendors have repeatedly circled around a small set of questions: what are the use cases for CDP? This really means, when should you use a CDP and when should you use something else?) what are the capabilities of a CDP? This really means, what are the unique features I’ll find only in a CDP? It might also mean, what features do all CDPs share and which are found in some but not others?) which CDPs have which capabilities? MORE
Call me a c**k-eyed optimist, but marketers may actually be getting better at buying software. Our research has long shown that the most satisfied buyers base their selection on features, not cost or ease of use. MORE
Adobe, Salesforce and Oracle all made announcements regarding Customer Data Platform products this week. None are world-changing: Salesforce described a planned extension of Customer 360 ; Abobe announced triggered journey campaigns that draw on its “real time CDP”, and Oracle described CDP services from systems integrators. But the fact that all three vendors are addressing the topic raises some interesting questions. Why does this matter to technology and marketing professionals? MORE
The build vs buy debate has existed as long as packaged software itself. Any serious discussion quickly concludes that there’s no one right answer and real question is when to do one or the other. MORE
This August will see the tenth anniversary of Marc Andreessen’s famous claim that software is eating the world. He may have been right at the time but things have now changed: the world is biting back. MORE
There are obvious similarities between Customer Data Platforms and privacy systems: both find customer data in all company systems; both assemble that data into unified profiles; and both govern access to those profiles. Indeed, some CDP vendors have expanded into privacy management by building consent modules to their systems or by integrating third-party consent managers. MORE
Yesterday brought news that CDP Exponea had been purchased by ecommerce recommendation engine Bloomreach. The deal almost exactly parallels last year’s merger between RichRelevance and Manthan, as well the smaller-scale combination of CrossEngage with Gpredictive. MORE
Contrary to popular belief, forecasting is easy: tomorrow is nearly always like today. What’s hard is predicting when something will change: a snowstorm, stock market crash, or disruptive technology. Of course, predicting change is also where forecasting is most useful. MORE
Our on-going tour of privacy systems has already included stops at BigID and Trust-Hub , which both build inventories of customer data. Apparently I’m drawn the topic, since I recently found myself looking at ActiveNav , which turns out to be yet another data inventory system. MORE
Friday afternoon brought an unconfirmed Forbes report that communications platform Twilio is buying CDP Segment for $3.2 billion. The deal would be Twilio’s third acquisition this year, following much smaller deals in January for telephony platform Teravoz and in July for IoT connector Electric Imp. MORE
It’s been quite fascinating to watch the Customer Data Platform industry develop over the past few years. So far, we’ve seen two main trends emerge: extension of CDP product scope beyond the core of building the customer database itself and expansion into new industries. Both shed light on what we can expect to happen next. Product Scope CDP product scope has a more convoluted history than you might think. MORE
Salesforce has sipped the Kool-Aid: it led off the Dreamforce conference today with news of Customer 360 , which aims to “help companies move beyond an app- or department-specific view of each customer by making it easier to create a single, holistic customer profile to inform every interaction”. But they didn’t drink the whole glass. Customer 360 isn't assembling a persistent, unified customer database as described in the Customer Data Platform Institute's CDP definition. MORE
Customer Experience Matrix
JANUARY 27, 2021
Yesterday brought news that CDP Exponea had been purchased by ecommerce recommendation engine Bloomreach. The deal almost exactly parallels last year’s merger between RichRelevance and Manthan, as well the smaller-scale combination of CrossEngage with Gpredictive.
Customer Experience Matrix
FEBRUARY 17, 2021
Contrary to popular belief, forecasting is easy: tomorrow is nearly always like today. What’s hard is predicting when something will change: a snowstorm, stock market crash, or disruptive technology. Of course, predicting change is also where forecasting is most useful.
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Customer Experience Matrix
DECEMBER 13, 2020
“Apophenia” – seeing patterns where none exist – is both occupational hazard and job requirement for an industry analyst. The CDP Institute Daily Newsletter provides a steady supply of grist for my pattern detection mill. But the selection of items for that newsletter isn’t random.
Customer Experience Matrix
MAY 2, 2021
The build vs buy debate has existed as long as packaged software itself. Any serious discussion quickly concludes that there’s no one right answer and real question is when to do one or the other.
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Customer Experience Matrix
OCTOBER 11, 2020
Friday afternoon brought an unconfirmed Forbes report that communications platform Twilio is buying CDP Segment for $3.2 billion. The deal would be Twilio’s third acquisition this year, following much smaller deals in January for telephony platform Teravoz and in July for IoT connector Electric Imp.
Customer Experience Matrix
AUGUST 18, 2020
Everything you need to know about 2020 is covered by the fact that “apocalypse bingo” is already an over-used cliché. So I doubt many marketers have found spare time to worry about data security – which most would consider someone else’s problem.
Customer Experience Matrix
SEPTEMBER 6, 2020
We released a new member survey last week at the CDP Institute. You can (and should) download the full report , so I won’t go through all the details. You can also view a discussion of this on Scott Brinker's Chief Martech Show. But here are three major findings.
Customer Experience Matrix
MARCH 16, 2021
Our on-going tour of privacy systems has already included stops at BigID and Trust-Hub , which both build inventories of customer data. Apparently I’m drawn the topic, since I recently found myself looking at ActiveNav , which turns out to be yet another data inventory system.
Customer Experience Matrix
MAY 7, 2021
The growth in global privacy regulation has created an immense headache for thousands of businesses – and, thus, an immense opportunity for systems that offer relief. Small businesses in particular need simple, low-cost solutions to comply with rules that require gathering consumer consent to data collection and giving consumers access to data that’s been collected.
Speaker: Bryan Naas, VP of Sales Productivity at Braze
Getting reps & marketers to engage in your content is half the battle of providing value that can ultimately impact the bottom line. How do we break through the noise? In this session, Bryan Naas will detail what it takes to build training and content resources that reps will actually take the time to engage with so you can help them reach their goals.
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Customer Experience Matrix
FEBRUARY 13, 2020
Adobe fully released its Real Time Customer Data Platform last November. Although they had briefed me on it before then, it was only this week that I finally caught up with them to discuss the final product. Since this is a topic of great interest – and confusion – it’s worth sharing what I learned.
Customer Experience Matrix
DECEMBER 30, 2019
One piece of paper stands between me and ending the year with a clean desk: a list scribbled on hotel stationery that compares different customer data systems to different types of motor vehicles. Richard Scarry meets CDP Institute , you might say.
Customer Experience Matrix
NOVEMBER 3, 2018
I spend much of my time these days trying to explain Customer Data Platforms to people who suspect a CDP could help them but lack clear understanding of exactly what a CDP can do. At the end of our encounter they’re often frustrated: a simple definition of CDP still eludes them. The fundamental reason is that CDPs are not simple: the industry has rapidly evolved numerous subspecies of CDPs that are as different from each other as the different kinds of dinosaurs.
Customer Experience Matrix
FEBRUARY 3, 2020
The CDP Institute published its semi-annual Industry Update report today, which you download here for free. Although every word and image in the report is a jewel, there’s no question that the main story in this edition is CDP industry consolidation.
Advertiser: ZoomInfo
Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!
Customer Experience Matrix
APRIL 27, 2020
I’ve recently been running workshops to help companies plan deployment of their Customer Data Platforms. Much of the discussion revolves around defining use cases and, in particular, deciding which to deliver first.
Customer Experience Matrix
JULY 25, 2020
Call me a c**k-eyed optimist, but marketers may actually be getting better at buying software. Our research has long shown that the most satisfied buyers base their selection on features, not cost or ease of use.
Customer Experience Matrix
SEPTEMBER 25, 2018
Salesforce has sipped the Kool-Aid: it led off the Dreamforce conference today with news of Customer 360 , which aims to “help companies move beyond an app- or department-specific view of each customer by making it easier to create a single, holistic customer profile to inform every interaction”. But they didn’t drink the whole glass. Customer 360 isn't assembling a persistent, unified customer database as described in the Customer Data Platform Institute's CDP definition.
Customer Experience Matrix
AUGUST 27, 2020
Until recently, most marketers were content to leave privacy compliance in the hands of data and legal teams. But laws like GDPR and CCPA now require increasingly prominent consent notifications and impose increasingly stringent limits on data use. This means marketers must become increasingly involved with the privacy systems to ensure a positive customer experience, gain access to the data they need, and ensure they use the data appropriately.
Speaker: Christopher Ryan, Founder and CEO of Fusion Marketing Partners
Sales & Marketing departments that work together guarantee higher acquisition, better nurturing, and more effective sales. Join Christopher Ryan for this insightful webinar, presenting the wide funnel lead nurturing model. Don't miss out on this opportunity to get your teams working together and your revenue performance optimized.
Customer Experience Matrix
JUNE 11, 2019
One of the unwritten laws of punditry is that one event is random, two events are interesting, and three events make a trend. By that measure, the purchases of data analytics vendors Looker by Google , Tableau by Salesforce , and Origami Logic by Intuit within a three week span must signify something. Is it that martech suites must now include business intelligence software? I think not. Even though the acquired products were fairly similar, each of these deals had a different motivation.
Customer Experience Matrix
SEPTEMBER 24, 2018
One of the more jarring aspects in Adobe ’s briefing last week about its Marketo acquisition* were several statements that suggested Marketo and Adobe’s other products were going to access shared customer data. This would be the Experience Cloud Profile announced in March and based on an open source data model developed jointly with Microsoft and stored on Microsoft Azure.**
Customer Experience Matrix
DECEMBER 16, 2018
It’s been quite fascinating to watch the Customer Data Platform industry develop over the past few years. So far, we’ve seen two main trends emerge: extension of CDP product scope beyond the core of building the customer database itself and expansion into new industries. Both shed light on what we can expect to happen next. Product Scope CDP product scope has a more convoluted history than you might think.
Customer Experience Matrix
MAY 19, 2019
Is real-time processing a requirement for a Customer Data Platform? It’s a deceptively simple question that can’t be answered without resolving two additional questions: What do we mean by real-time processing? How do we decide what is and isn’t a requirement? Let’s tackle the definition of real time first. There are at least four different flavors of real time processing that relate to CDPs. Real-time updates.
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Customer Experience Matrix
MARCH 9, 2020
The CDP Institute just published a report on the CDP Industry in Europe (download here ). This was based primarily on the global Industry Update released last month.
Customer Experience Matrix
OCTOBER 7, 2018
Recent discussions with Customer Data Platform buyers and vendors have repeatedly circled around a small set of questions: what are the use cases for CDP? This really means, when should you use a CDP and when should you use something else?) what are the capabilities of a CDP? This really means, what are the unique features I’ll find only in a CDP? It might also mean, what features do all CDPs share and which are found in some but not others?) which CDPs have which capabilities?
Customer Experience Matrix
NOVEMBER 11, 2020
Marketers care about privacy management primarily as it relates to customer data, but privacy management overlaps with a broader category of governance, risk, and compliance (GRC) systems that cover many data types. Like privacy systems (and Customer Data Platforms), GRC systems require an inventory of existing customer data, including systems, data elements within each system, and uses for each element.
Customer Experience Matrix
APRIL 1, 2020
As marketers finish their initial emergency adjustments to coronavirus lockdowns, they are starting to think about longer-term plans. While the shape of things to come is impossible to guess, reporting on industry changes has become a marketing trend of its own. Here are a dozen-plus studies I’ve seen in the past week, most of which are on-going. Retail Behavior Data Adobe this week launched their Digital Economy Index , a long-term project that gained unexpected immediate relevance.
Speaker: Matthew Hawk, President of B2bTrainers
The term “sales enablement” applies to a dizzying array of best practices and technologies. In addition, there is tremendous competitive pressure not to fall behind. No matter where you are in your current sales enablement strategy, one thing is key: success ultimately rides on the habits of your sales managers & marketers. In this webinar, Matthew Hawk will lay out an in-depth schematic for your next-level sales coaching, demonstrate the key activities that comprise success, and walk you through several examples of sales coaching cadences that apply to all salesforce sizes.
Customer Experience Matrix
SEPTEMBER 25, 2020
There are obvious similarities between Customer Data Platforms and privacy systems: both find customer data in all company systems; both assemble that data into unified profiles; and both govern access to those profiles. Indeed, some CDP vendors have expanded into privacy management by building consent modules to their systems or by integrating third-party consent managers.
Customer Experience Matrix
JUNE 17, 2019
Adobe, Salesforce and Oracle all made announcements regarding Customer Data Platform products this week. None are world-changing: Salesforce described a planned extension of Customer 360 ; Abobe announced triggered journey campaigns that draw on its “real time CDP”, and Oracle described CDP services from systems integrators. But the fact that all three vendors are addressing the topic raises some interesting questions. Why does this matter to technology and marketing professionals?
Customer Experience Matrix
APRIL 30, 2019
Let’s take a break from Customer Data Platforms to do some trend-spotting. I spy with my little eye…privacy systems! Specifically, there's a crop of systems that are privacy-safe alternatives to dominant social, search, email and other common consumer technologies. One well known example is DuckDuckGo , which positions itself as “a search engine that doesn’t track you”. But there are plenty of others.
Customer Experience Matrix
SEPTEMBER 13, 2020
The next stop on our privacy software tour is Osano , which bills itself as “the only privacy platform you’ll ever need”. That's a bit of an overstatement: Osano is largely limited to data subject interactions, which is only one of the four primary privacy system functions I defined in my first post on this topic. The other three are: discovering personal data in company systems, defining policies for data use, and enforcing those policies.)
Advertiser: ZoomInfo
Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.
Customer Experience Matrix
OCTOBER 27, 2019
October 22 was a landmark day for the CDP industry.
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