Customer Experience Matrix

BlueVenn Bundles Omnichannel Journey Management, Personalization, and Single Customer View

Customer Experience Matrix

The company offers what it calls an omnichannel marketing platform that builds a unified customer database, manages marketing campaigns, and generates personalized Web and email messages. BlueVenn has only been active in the U.S. market only since March 2016, although many U.S.

#Personalized Mona Lisa #Marketing #Humor #Fail

Customer Experience Matrix

Dear Internet, I was disappointed but not wholly surprised that you didn’t find Wednesday's post with Personalized Mona Lisa as self-evidently hilarious as I did. But the notion of over-extending personalization is still important. So what are the problems with personalization?

Trending Sources

The Personal Network Effect Makes Walled Gardens Stronger, But There's Still Hope

Customer Experience Matrix

Since just a handful of people will see the slides in person, I figured I’d share them here as well. The first is the “personal network effect” that I’ve described previously. What they can’t share is control over each consumer’s personal network.

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

Customer Experience Matrix

The corporate home page says “Sailthru makes it easy to personalize every channel for every customer,” which is accurate enough. But plenty of other companies also help with omni-channel personalization. A marketer looking for personalization solutions might add Sailthru to her list of options, but wouldn’t know whether it''s a good or poor fit without digging much deeper. On the other hand, resolving that sort of ambiguity is what keeps me in business.

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Rating the Crowd-Sourced Marketing Software Review Sites

Customer Experience Matrix

Every site except TrustRadius covered a broad range of business software from accounting to human resources to supply chain as well as CRM and marketing. TrustRadius was more focused on customer-related systems although it still had business intelligence and accounting.

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Marketers Are Struggling to Keep Up Customer Expectations: Here's Proof

Customer Experience Matrix

Let's start with a truth universally acknowledged – that customers have rising expectations for personalized treatment. consumers had stopped doing business with a brand due to a poor customer service experience and 56% have higher expectations for customer service than a year ago.

Why Time Is the Real Barrier to Marketing Technology Adoption and What To Do About It

Customer Experience Matrix

My personal highlights were: - Sailthru introducing its next round of predictive modeling and personalization features and working to help users adopt them. The company is making those available to guide list selection and content personalization for both email and Web pages.

New Marketing Automation Options for Small Business in the VEST Report

Customer Experience Matrix

GreenRope workflow GreenRope is all-in-one software sold primarily to very small businesses such as lawyers, real estate agents, consultant, coaches and membership organizations. All plans include unlimited users and unlimited emails, which isn’t always the case with small business systems.

3 Insights to Help Build Your Unified Customer Database

Customer Experience Matrix

And, although we didn’t test their mental states, I doubt a significant fraction had multiple personality disorders. The most common answers are personalization and customer insights.

Mautic Offers Free, Open Source Marketing Automation

Customer Experience Matrix

Small businesses constantly cite cost as a major roadblock to adoption. But first let me cover one more business issue, which is that there are two ways to get Mautic. Emails can include personalization tokens such as {first name}.

Intent Data Basics: Where It Comes From, What It's Good For, What To Test

Customer Experience Matrix

Intent vendors won’t necessarily capture every person in market for a particular product. On the simplest level, you just apply the intent data to whatever type of program you’re testing (sales qualification, prospecting, lead scoring, reactivation, personalization, etc.)

Intent 101

Matching Marketing Technology to Business Strategy: A Starting Framework

Customer Experience Matrix

When Scott asked for content suggestions during the early stages of the conference planning, my reaction was that one thing everyone needs is a framework for relating marketing technology investments to larger business strategy. First, everyone doesn’t have the same business strategy.

MDC DOT Provides Marketing Automation for Direct Salespeople

Customer Experience Matrix

Those firms have very specific requirements for balancing central control over content and brand image with the agents’ desire for flexibility and personal client relationships. This is especially important for businesses that pay commissions to the customer’s original salesperson.

BlueConic User-Driven Marketing Maturity Model: Surprises on the Road to Customer-Centric Marketing

Customer Experience Matrix

It requires not just knowing who the viewer is, but who she’s related to (child or spouse), the interests of that related person (soccer), and the temporal context (holiday gift buying season). I’m as fond of hearing my voice as most consultants, which is very fond indeed.

Everstring Takes Another $65 Million and (More Important) Launches Predictive Ad Targeting Solution

Customer Experience Matrix

At this point, your inner business strategist may be wondering whether Everstring has bitten off more than it can chew or committed the cardinal sin of losing focus. Everstring announced a $65 million funding round and new ad targeting product on Tuesday. (It

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Acquisitions Reshape the Marketing Automation Industry: Growth at the Bottom, Room in the Middle, Fog at the Top

Customer Experience Matrix

This is our flagship report on the industry, with nearly 200 data points on 23 vendors and separate ratings for micro-business, small to mid-size companies, and enterprise marketing departments. What jumps out is the concentration at the top of the chart, in the micro-business sector.

LinkedIn Buys Fliptop: Why Account Based Marketing and Predictive Analytics Are a Natural Fit

Customer Experience Matrix

It's an interesting piece of news but I'm personally disappointed at the timing because I have been planning all week to write a post about the relationship between predictive analytics and account-based marketing (ABM).

Will Machines Replace Marketers? Artificial Intelligence Isn't Ready Yet But Watch Your Back

Customer Experience Matrix

Similarly, competitor analysis should be well within the capabilities of companies like Radius , Everstring and Growth Intelligence , which already ingest the contents of corporate Web sites to understand each company’s business.

Bombora Feeds B2B Data to Everyone

Customer Experience Matrix

Both businesses grew nicely, but the company found that selling media conflicted with finding partners to gather data. So last November is spun off the data piece as Madison Logic Data,, keeping Madison Logic as the media business.

Artificial Intelligence, Virtual Reality, and Government Control: Perfect World or Perfect Storm?

Customer Experience Matrix

If it weren’t the print edition, I would have sworn today’s New York Times business section had been personalized for me: there were articles on self-driving cars , virtual reality , and how “ Data Could Be the Next Tech Hot Button ”. Succinctly, the key points were: - Virtual reality and augmented reality will increasing create divergent “personal realities” that distance people from each other and the real world. - Personal reality.

ICON16: How Infusionsoft Plans To Dominate Small Business Marketing (and Make Life Better For Small Businesses Everywhere)

Customer Experience Matrix

I spent part of last week at ICON16, Infusionsoft ’s annual combination of customer conference, revival meeting, and group therapy session for small business owners. This is based on Infusionsoft’s learning over the past ten years that the main barriers to success with its software are small businesses not knowing what to do with it and not seeing immediate value from the efforts. Nor are many of the tiniest businesses ever going to use a marketing agency.

Zaius Offers Mid-Market Customer Data Platform Plus Analytics and Campaigns

Customer Experience Matrix

It’s probably that most of their clients are mid-sized ecommerce companies, and the systems I’ve recently seen for ecommerce marketers have focused on personalized messaging and optimization. For example, if a phone number and email address have been associated with the same person, any new record with either that phone number or email address will be linked to that person). Personalization variables can be built with a scripting language or by inserting pre-built objects.

SMS 40

Salesforce Purchases Deep Learning Artificial Intelligence Vendor MetaMind: Yeah, That's a MarTech Trend

Customer Experience Matrix

There aren’t many details available: in the announcement , MetaMind founder Richard Socher said Salesforce will use its technology to "automate and personalize customer support, marketing automation, and many other business processes." This vision of pervasive AI is how I personally expect the industry to develop. It’s worth a brief note to record that Salesforce.com purchased artificial intelligence vendor MetaMind on Monday.

More New Systems Challenge the Marketing Automation Status Quo

Customer Experience Matrix

Last week’s post looked at newer marketing automation systems that focused on small businesses. The general notion is that small businesses are finding existing marketing automation products too hard to use and would be happy with something simpler, especially if it costs less.

Raab Report: OfficeAutoPilot, Infusionsoft and HubSpot Rate Highest in Marketing Automation for Very Small Business

Customer Experience Matrix

The chart above shows our ratings for the micro business sector, defined as companies with under $5 million in revenue. These are very small companies, typically run personally by an owner. SalesFUSION and MakesBridge stand out especially in this group for micro-business users.

Marketing Automation's Unhappy Users: Trouble in Paradise?

Customer Experience Matrix

Questions about satisfaction give a similarly ambiguous result: just over two-thirds of users in a Winsper Group survey reported themselves satisfied with the business value of their system, again meaning that nearly one-third were neutral or actively dissatisfied.

IgnitionOne Buys Knotice, Prompting Many Deep Thoughts

Customer Experience Matrix

That these databases will combine digital advertising audiences with personally-identifiable names and addresses is pretty much a given, subject of course to privacy constraints. The only barrier is they may not think it’s a big enough business to be worth the trouble.

Buy 79

Oh Shiny! Cool Marketing Technology I'd Evaluate in Detail if I Didn't Keep Getting Distrac.Oh Shiny!

Customer Experience Matrix

By sophisticated, I means that recommendations are based on individual and group behaviors, can aim at upsell, cross sell, top sellers, or personal history; and can be modified based on user-specified rules for exclusions, promoted items, filters such as gender or region, or particular categories.

Hive9 Marketing Performance Management Includes Customer Journey Optimization

Customer Experience Matrix

Tactics have owners, budgets, start and end dates, revenue targets, types (usually a channel or asset) and other attributes such as journey stage, audience, business unit, geography, and language.

CommandIQ Gives Marketers Flexible Database and Messaging Options

Customer Experience Matrix

A drag-and-drop email builder lets users create HTML messages including personalized contents drawn from the system database. Similar conditions apply to other online businesses including ecommerce and elearning…which is exactly where the company has found the bulk of its initial clients.

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Automated Marketing Campaigns: An Immodest Proposal

Customer Experience Matrix

This is why you can find dozens of automated products to personalize Web sites but none to automate multi-step campaign design. In most businesses, such changes happen relatively rarely, so the number of customers with recalculated scores on any given day is a tiny fraction of the full base.

Hull.io Offers A Customer Data Platform for B2B Marketers

Customer Experience Matrix

The need for a Customer Data Platform – a marketer-controlled, unified, persistent, accessible customer database – applies equally to business and consumer marketing. Like many other CDPs, Hull doesn’t attempt “probabilistic” matching, which looks for patterns in behavior or data to associate identifiers that are likely to belong to the same person. It does use IP address to associate visitors with businesses, even if the individual is anonymous.

CRM Evolution Conference: Mobile Really Does Change Everything About Marketing

Customer Experience Matrix

Further reinforcing these trends is the customers’ increasing expectation for personalization. Customers who haven’t bought yet (okay, they’re really prospects) still have some intention when interacting with us – presumably to learn something about our company or products so they can decide whether they want to do business.

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ABM Vendor Guide: What to Look for in External Data Sources

Customer Experience Matrix

special methods to associate personal and business emails, attach leads to accounts, find social media handles, etc. in general and to the D-U-N-S Number in particular fee structure (most are vendors charge per record and/or based on the data types; some are performance-based) Which of these are important will depend on your business needs and approach to ABM.

MarTech Conference: Chief Marketing Technology Officers Come Out and Play

Customer Experience Matrix

I got home late last night from the inaugural two-day MarTech conference in Boston, which was simply terrific.

MindMatrix Adds Sales Support to Marketing Automation

Customer Experience Matrix

In May I wrote about Demandforce , which specializes in local service businesses such as dentists and auto repair shops and had just been purchased by Intuit. Content personalization is especially sophisticated, supporting dynamic content (i.e.,

Marketing Automation News from Dreamforce: B2B More Integrated, B2C Stays Separate

Customer Experience Matrix

But I can’t say I personally found it all that exciting. Salesforce’s list of business groups includes the Sales Cloud, Service Cloud, and ExactTarget Marketing Cloud. As this suggests, and conference presentations confirm, Salesforce has kept B2C marketing distinct from its Sales and Service businesses, most importantly at the data and platform levels. It also includes the iGoDigital predictive personalization technology that came along with the ExactTarget acquisition.

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Silverpop Announces Universal Behaviors to Provide Better Cross Channel Customer Experience

Customer Experience Matrix

I can''t say precisely why so many are emerging more or less simultaneously, but suspect a combination of business conditions and ever-more-urgent marketer needs. Once Universal Behaviors are loaded into Silverpop, they become available within the system for queries, program triggers, rules within programs, dynamic content, personalization, scoring, and analysis – pretty much anything that could be done with standard Silverpop data.

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

Customer Experience Matrix

By contrast, the fourth trend seems to be driven by recognition that small business presents a huge opportunity. This makes it a system for both small business and service vendors: two of my four themes.

Martech Vendors Can't Avoid Ad Audience Battles

Customer Experience Matrix

You can see business news the same way: a drama with heroes, villains, intertwining story lines, and endless plot twists. After all, programmatic threatens the core ad buying business of the agencies and faces its own problems of measurement and objectionable ad placement.