Customer Experience Matrix

JULY 1, 2023

The first is customer experience. If you consider the true commodity industries, such as telecommunications, air travel, hotels, and financial services, what makes customers loyal to one or another provider is rarely the actual product or price. As a baseline, customers expect reasonable service, delivered pleasantly.

Best Practices 177

Best Practices Work Management Differentiation Marketing Management 177

Customer Experience Matrix

OCTOBER 27, 2019

I believe the reason for these deals is that the buyers want to offer services that depend on unified customer data, but find it’s easier and cheaper to buy the necessary technology than to develop it internally. Competitors of the acquiring firms will feel pressure to offer similar services that help their clients deploy customer data.

Enterprise Management 257

Enterprise Management Work Management Marketing Management Paid Search Agency 257

Customer Experience Matrix

JUNE 22, 2011

Adobe on Monday announced a new “ Digital Enterprise Platform for Customer Experience Management ”. Adobe describes its scope as nothing less than optimizing customer experience and marketing spend across the entire customer journey, from first learning about a company through validation, purchase decision, product use, and commitment.

Enterprise Management 120

Enterprise Management Digital Asset Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

MARCH 13, 2018

Sensors are currently running in a handful of stores and the loyalty and couponing systems are under development. Momentum is an outgrowth of the existing MobileBridge loyalty system. It rewards customers with yet another crypto-token (on sale in late April) for marketer-selected behaviors.

Personalization 120

Personalization Ad Exchange Mobile Advertising Loyalty 120

Customer Experience Matrix

SEPTEMBER 13, 2006

What first struck me was that four of the top five firms focused on improving customer experiences: whether by better marketing (Principal Financial Group), mass customization (Automatic Data Processing), or improved customer-facing operational processes (American Power Conversion and Global Crossing). David Raab

CRM 120

CRM Ideal Customer Profiles Customer Satisfaction Marketing Management 120

Customer Experience Matrix

APRIL 21, 2016

This provided a steady income stream and focused attention on customer satisfaction to ensure renewals. SAS’s growth and financial performance have been just fine despite the new competition, thanks to technical leadership in its core analytical products and pry-it-from-my-cold-dead-hands loyalty of its core customers.

Work Management 120

Work Management Marketing Management API Resource Management 120

Customer Experience Matrix

DECEMBER 15, 2006

Contrary to my initial impression that “customer centricity” was the major topic at the National Center for Database Marketing conference this week, a close look at the program shows just four of the 45 sessions had this as their focus. Reality can be so annoying. So the topic will continue to be popular.

Marketing Management 120

Marketing Management Planning Paid Search Agency Multi-Channel 120

Customer Experience Matrix

JANUARY 22, 2007

Sterling Commerce, which provides software for sharing data across organizations, recently (well, last August) published “The Four Rules for Ensuring Customer Loyalty in a Competitive Retail Climate” available here (registration required). You won’t be surprised that all four rules relate to sharing data.

SIC 120

SIC Cross-Selling Cable Advertising Agencies 120

Customer Experience Matrix

JUNE 2, 2018

Loyalty systems and coupons. Most blockchain-based loyalty and coupon schemes also propose payment in a cryptocurrency. Transaction costs are not the problem, so blockchain isn't the solution. These also depend on consumers being willing to participate. But they’re familiar programs with proven consumer appeal.

Marketing Management 120

Marketing Management Marketing Proposals Ad Exchange Copyright 120

Customer Experience Matrix

NOVEMBER 28, 2015

Can free toasters* and a loyalty card be far behind? Model Factory starts by importing data in known structures, so users still need to set up the initial inputs and do things like associate customer identities from different systems. Banks used to give away free toasters to attract new customers. The "how" is more complicated.

Analytics 120

Analytics Work Management API Salesforce.com 120

Customer Experience Matrix

APRIL 10, 2014

Marketo placed these changes in the context of unveiling itself as “customer engagement platform”. This requires a large customer base, easy access by app developers, enough power to be useful, and a barrier that keeps the monopoly intact. Indeed, Marketo seems to imply as much with the term “customer experience platform”.

Marketo 120

Marketo Marketing Automation Services Conference Work Management 120

Customer Experience Matrix

APRIL 27, 2007

One is this notion of “on demand” customer analytics, and what it says about the concept of “on demand” software in general. Thoughts of on demand analytics are of course prompted by yesterday’s purchase of Loyalty Matrix by Responsys , which Responsys described as a step toward becoming an “on demand marketing company.”

Demand 120

Demand Enterprise Management Marketing Management Lead Ranking 120

Customer Experience Matrix

OCTOBER 13, 2006

One set of vendors that caught my eye were those helping companies to engage with customers outside of the normal purchasing process. Such applications are not new, but they highlight the importance of experiences that treat customers as part of a community. Community appears throughout the Customer Experience Matrix.

Communities 120

Communities Lead Scoring Lead Ranking Ad Building 120

Customer Experience Matrix

MAY 11, 2007

This is the third recent acquisition by a email service provider—the others being Kefta by Actiom Impact and Loyalty Matrix by Responsys. It’s certainly a good thing for customers who will benefit from working with fewer systems while creating more tightly integrated Web and email campaigns.

Vtrenz 120

Vtrenz Press Acquisitions Loyalty 120

Customer Experience Matrix

NOVEMBER 3, 2006

A simple example was sending an SMS message to register for a loyalty program, which would in turn trigger messages by email, access to a Web site, and so on.

SMS 120

SMS Mobile Marketing Trigger Marketing Advertising Mediums 120

Customer Experience Matrix

NOVEMBER 17, 2006

They offer event marketing, mystery shopping, contact center, fulfillment, affinity partnerships, lists, loyalty programs, and similar services. Why would Ion Group limit its survey in this fashion? A look at their Web site gives a hint. In other words, product quality and price are rarely within their control. Fair enough.

Customer Surveys 120

Customer Surveys Service Fulfillment Loyalty 120

Customer Experience Matrix

AUGUST 1, 2018

They do meet the requirements – packaged software building a unified, persistent customer database that’s open to other systems – but are definitely an outlier. In particular, Datorama ingests all types of marketing-related data, notably including ad campaign- and segment-level performance information as well as customer-level detail.

Enterprise Management 120

Enterprise Management Buy Work Management Marketing Management 120

Customer Experience Matrix

JUNE 26, 2007

Plenty of publishers, library management systems and book shelf builders, none of which are particularly relevant to this blog (although there was at least one “loyalty” system for library patrons). I found myself wandering the aisles at the American Library Association national conference over the weekend.

Aggregators 120

Aggregators Loyalty Pricing Price 120

Customer Experience Matrix

JANUARY 3, 2017

Everyone loves a good origin story* and Boxever has a classic: the company started as system to recommend add-on purchases on airline booking sites but found that prospects lacked access to customer data, so it pivoted to build customer databases. Boxever’s foundation is the customer database. customers), sessions, and orders.

Ideal Customer Profiles 0

Ideal Customer Profiles Paid Search Agency Classified Ads Rules 0

Customer Experience Matrix

MAY 5, 2023

And, also as the classical economists dream, the buyers will be entirely rational, not swayed by emotional appeals, brand identity, or personal loyalties. (At The classical economist’s fantasy – perfect market, perfect information, no friction – might finally come true. That relates to trust, which is a topic for another day.)

Enterprise Management 177

Enterprise Management Work Management Marketing Management Copywriting 177

Customer Experience Matrix

OCTOBER 10, 2011

It can also combine the scoring rules with custom database queries to further refine how they trigger system activities. The campaigns can run once, repeat automatically at user-specified intervals, or be triggered by standard events or custom SQL queries. Agency services are extra.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Marketing Automation 120

Customer Experience Matrix

SEPTEMBER 2, 2014

Way back in January, I began working with SAP on a set of worksheets to help marketers assess their customer management systems. The Analysis Tool asks about: - nine types of marketing programs , ranging from customer profiling to real time interactions to loyalty programs to marketing measurement. Not bad for free. Thanks, SAP!

Analysis 120

Analysis Advertising Benchmark Tools Work Management 120

Customer Experience Matrix

JUNE 2, 2011

The unified data structure allows unified reporting across the customer buying process. Important capabilities include “adaptive” program flows, which vary depending on customer behavior; advanced Web pages and forms; automated content recommendations; and several types of asset templates.

Work Management 120

Work Management Marketing Management Marketing Automation Services Market2Lead 120

Customer Experience Matrix

DECEMBER 21, 2011

I'm using CRM as a catch-all term for sales automation, order processing, customer service, loyalty, call centers, and partner management.) Web analytics and optimization (could be part of Web site management but still largely done by separate systems.)

Marketing Automation Services 120

Marketing Automation Services Digital Asset Management Work Management Marketing Management 120

Customer Experience Matrix

NOVEMBER 6, 2007

Completing the circle, Datran also offers event-triggered programs to its conventional email clients, for retention, cross sales and loyalty building. The notion of slots also highlights another piece of ambiguity about Datran: are email customers purchasing an entire email, or an advertisement inserted into existing email?

Paid Search Agency 120

Paid Search Agency Ads Ad Exchange Media 120

Customer Experience Matrix

OCTOBER 11, 2006

The Vtrenz series is long for this sort of thing: three 16-page papers, one each on nurturing, growing and retaining customers. satisfaction is not the same as loyalty. Customers can be perfectly satisfied with a product but are not loyal unless they feel some reason to choose it over competitors. Fair enough.

Vtrenz 120

Vtrenz Enterprise Management Marketing Management Marketing Automation Services 120