Customer Experience Matrix

JULY 1, 2023

Frankly, I don’t buy it: just as people who can fake sincerity, have it made , the AIs will quickly learn to mimic creativity and find which emotion-based messages work best. (That’s what ChatGPT told me when I asked.) Let’s even assume that human adds some creative and emotional value.

Best Practices 177

Best Practices Work Management Differentiation Marketing Management 177

Customer Experience Matrix

OCTOBER 27, 2019

This is probably a good choice: although they have considerable skill working with customer data, they have limited software development capacity. Assuming they continue to work with other vendors' technologies, the agencies represent a market for CDP vendors that won’t go away. Nirvana, you say? Yes, possibly, for CDP users.

Enterprise Management 257

Enterprise Management Work Management Marketing Management Paid Search Agency 257

Customer Experience Matrix

SEPTEMBER 8, 2017

Offline retailers have to work harder to get customer names and tie them to transactions, using indirect tools such as credit cards and loyalty programs. Meanwhile, the sales, account and customer success teams generally worked with individual and account records stored in a CRM system, so they weren't especially interested in CDPs either.

Marketing Automation Services 168

Marketing Automation Services Buy Work Management B2B Marketing 168

Customer Experience Matrix

JUNE 3, 2017

Customer data is organized into profiles and events, which lets the system store nearly any type of information without a complex data model. This works well when dealing with known customers, who usually identify themselves when they start using a sytem. Message Selection: SessionM is organized around campaigns.

Loyalty 120

Loyalty Enterprise Management Ideal Customer Profiles Work Management 120

Customer Experience Matrix

AUGUST 27, 2020

consent status, purpose, person or organization using the data, and other variables. Security features in the privacy system are likely to work with corporate security systems in at least some areas, such as user access management. If general security systems are adequate, there may be no need for separate privacy security features.

Privacy 180

Privacy Enterprise Management Work Management Marketing Management 180

Customer Experience Matrix

SEPTEMBER 30, 2016

Reltio works with a simple data model – or graph schema if you prefer – that captures relationships among basic objects including people, organizations, products, and places.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Ideal Customer Profiles 120

Customer Experience Matrix

MARCH 14, 2017

Some systems that look like JOEs work with only Web or email. JOEs can work with conventional, rule-driven campaign structures or use automated techniques to customize the path followed by each customer. I still think of JOEs that way and definitely see some systems organized along those lines. Decision methods.

Ideal Customer Profiles 214

Ideal Customer Profiles Work Management Terms and Conditions Elasticity 214

Customer Experience Matrix

OCTOBER 7, 2017

That is, work is still organized into campaigns that deal with customer segments because the human manager needs to think in those terms. These vendors are still working with campaigns, not individual-level journey orchestration. But they are definitely showing progress.

Marketing AI 168

Marketing AI Work Management Marketing Management Marketing Analytics Tools 168

Customer Experience Matrix

SEPTEMBER 28, 2017

But they still seemed to need help distinguishing CDPs from other types of systems, so we still have plenty more work to do in educating the market. Use of CDPs beyond marketing.

Multi-Touch Attribution 136

Multi-Touch Attribution Marketing AI Work Management Marketing Management 136

Customer Experience Matrix

MAY 12, 2015

What MDC Dot really does is serve organizations that wrangle a herd of independent sales people, like financial advisors or direct sales representatives. What sets MDC Dot apart is that it targets organizations where the sales people have modest skills, modest needs, and even more modest budgets.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Microsite Automation 120

Customer Experience Matrix

JANUARY 29, 2011

I'll qualify this a bit by pointing out that OfficeAutoPilot is one of the systems aimed at small businesses, which means it includes the CRM and e-commerce components you don't find in products aimed at larger organizations.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Automation Marketing Report 120

Customer Experience Matrix

DECEMBER 13, 2014

When I think of tailoring interactions to individuals, I think of working with each individual’s data directly. But, as BlueConic’s experience reminds us, practical marketing tasks like content creation, program flows, and result analysis are organized around groups of similar customers. Segments don’t enter into it.

Paid Search Agency 120

Paid Search Agency Advertising Agencies Multi-Channel Work Management 120

Customer Experience Matrix

DECEMBER 16, 2018

My previous view was retail and publishing were early adopters because they had such poor systems in place before CDPs, making the incremental benefit higher than in banking and travel, here customer data was already fairly well organized.

Enterprise Management 278

Enterprise Management Work Management Marketing Management Marketing Automation Services 278

Customer Experience Matrix

DECEMBER 6, 2017

My wife is working on a Ph.D. That works because, with a budget of 7 for each resource, the player can afford to increase spending in the other categories. In the long run, resources are not fixed, so organizations can decide which resources they need to support the actions they need for strategic success.

Resources 136

Resources Class Course Conference 136

Customer Experience Matrix

NOVEMBER 28, 2015

As Model Factory’s developers correctly point out, many organizations could healthily consume a nearly unlimited number of models. The good news is that set-up is done only when you’re defining the modeling process or adding new sources, so the manual work isn't repeated each time a model is built or records are scored.

Analytics 120

Analytics API Work Management Salesforce.com 120

Customer Experience Matrix

MARCH 30, 2012

The importance of their work is obvious enough that budgets and senior management support are generally available. Mixed marketers, working in traditional channels, still struggle with budgets, metrics, and senior management. . They have the technical savvy and independence to avoid issues with IT support and organizational silos.

Barriers 120

Barriers Customer Surveys Budget Programs Process 120

Customer Experience Matrix

MAY 26, 2010

A final section explains how each department throughout the company can use the Matrix to organize its internal work and coordinate with the rest of the organization. I’m pleased he’s taken the time to work through Matrix concepts at length, since it’s a rich topic that repays detailed examination.

Work Management 120

Work Management Privacy Tagging Contacts 120

Customer Experience Matrix

FEBRUARY 16, 2012

My role at Left Brain will be to build the “optimization”practice, which means working on marketing analytics as well astechnology. I’m looking forward to deeper involvement in client marketing programs than the project-oriented work at RaabAssociates allowed. That’s exactly what I’ll be working on. It will be fun.

Demand Generation Agencies 120

Demand Generation Agencies Work Management Marketing Automation Services Paid Search Agency 120

Customer Experience Matrix

DECEMBER 19, 2011

Marketing automation vendors have mostly worked on making it easy to post and share messages and to capture social data. Influitive founder Mark Organ was co-founder of marketing automation pioneer Eloqua. Organ also introduces the notion of an “advocate development funnel” that parallels the traditional prospect development funnel.

Work Management 120

Work Management Peer-to-peer Marketing Management Planning 120

Customer Experience Matrix

JULY 3, 2018

Although technology was always central to Acxiom's business, it was ultimately a services organization whose chief resource was a large team of experts in databases and direct marketing. In fact, new rules should work in Acxiom’s favor. However, I disagree.

Work Management 120

Work Management Marketing Management Paid Search Agency Advertising Agencies 120

Customer Experience Matrix

APRIL 15, 2014

As you may know, I’m working with Scott Brinker of Chief Martech blog fame and Third Door Media on the MarTech marketing technology conference set for August 19-20 in Boston.* The conference will provide a much-needed vendor-agnostic forum for understanding marketing technologies and how organizations can use best them.

Marketing Strategy 120

Marketing Strategy Marketing & Strategy Planning Business 120

Customer Experience Matrix

AUGUST 14, 2014

Few people would suggest you learn salesmanship from the play Glengarry Glen Ross ,* but its central message rings true: good leads are the lifeblood of a sales organization.** Evaluating these in the abstract is interesting, but what works well for one purpose in one industry might work poorly for something else.

Lead Ranking 120

Lead Ranking Work Management Marketing Management Lead Scoring 120

Customer Experience Matrix

JANUARY 9, 2017

It’s pitifully easy to imagine a world where people live Apple or Facebook branded lives that are totally controlled by those organizations. That’s still possible but it will take coordinated hard work to make it happen. __ *For example, Martin Gurri’s The Revolt of the Public -. Artificial intelligence. Let's hope not.

Amazon 120

Amazon Facebook Intent Design 120

Customer Experience Matrix

MAY 15, 2011

Data hygiene can be an issue if you are working with a data set that is new to your organization. Most data experts love to teach so the entire data IQ of you organization increases. . • Lack of Metadata about data sources. • No real experience with merging multiple data sources with different element codes and timeframes.

Data Hygiene 120

Data Hygiene Stats Conference Work Management 120

Customer Experience Matrix

OCTOBER 17, 2014

A really good organization has smoothly running processes that handle each situation according to rules that require little or no judgment. (Of But nomenclature notwithstanding, the two systems do seem to work together. analytics customer database dreamforce enterprise decision management mobile marketing salesforce.com salesforce1'

Analytics 120

Analytics Process Salesforce.com Allocation 120

Customer Experience Matrix

FEBRUARY 3, 2010

Addressable Media Database marketing only works in addressable media: that is, where a message can sent to a specific individual. Digital marketing includes many non-addressable media, including paid and organic search, Web banner advertising, social media, and anonymous forms of Web sites, kiosks, mobile (e.g.,

Work Management 120

Work Management Paid Search Agency Marketing Management Database Marketing 120

Customer Experience Matrix

JULY 3, 2013

Venntive’s pricing model – starting at $25 per month for up to 1,000 contacts, with unlimited email – also fits a small organization without a big prospect list, since it would pay about that amount for basic email and Web hosting. But things don’t work that way on my little corner of planet Earth.

Small Business Marketing 120

Small Business Marketing Marketing Automation Services Communities Lead Ranking 120

Customer Experience Matrix

JANUARY 22, 2013

The “human support” group believes this level of automation isn’t practical or desirable, and instead focuses on building service organizations to train marketers and, when necessary, do the work for them.

Marketing Automation Services 120

Marketing Automation Services Small Business Marketing Work Management Marketing Automation 120

Customer Experience Matrix

DECEMBER 4, 2012

I wrote in February about one set of these vendors: Balihoo and others that specialize in helping central marketing organizations work with channel partners such as dealers and franchisees. I'm sure plenty of other specialists exist as well. MindMatrix is one of them.

Marketing Automation Services 120

Marketing Automation Services Paid Search Agency Marketing Automation Advertising Agencies 120

Customer Experience Matrix

OCTOBER 24, 2014

I meant both that predictive models guide decisions at every stage in many marketing programs, and that models are used throughout the organization by marketing, sales, and service. A couple of weeks ago, I wrote that “predictive everywhere” is one of major trends in data-driven marketing.

Lead Ranking 120

Lead Ranking Lead Scoring Automation Salesforce.com 120

Customer Experience Matrix

JANUARY 13, 2014

chiefmartec *, last week published a terrific Marketing Technology Landscape Supergraphic organizing nearly 1,000 vendors into 43 categories and six major classes. I''m working on it as part of a larger methodology to help marketers assess the value of a Customer Data Platform and plan for deployment. Scott Brinker, a.k.a.

Work Management 120

Work Management Marketing Management Planning Paid Search Agency 120

Customer Experience Matrix

JUNE 19, 2015

I do have some quibbles – most annoyingly, objects like emails and contact records open in a “view” rather than “edit” mode, so an extra mouse click is almost always needed to get real work done. But, for the most part, things worked efficiently and about as I expected.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Work Management Automation 120

Customer Experience Matrix

NOVEMBER 5, 2015

The difference matters because marketers are increasingly required to pick a collection of components that somehow work together to deliver integrated customer experiences. It organizes the information into customer profiles that can include both static attributes and events such as transactions. This can happen in real time (yay!)

Marketing Analytics Tools 120

Marketing Analytics Tools Advertising Channels Marketing Automation Services Work Management 120

Customer Experience Matrix

JULY 10, 2012

This verges on heresy, but I’m having an increasingly hard time with lead stages as a way to organize a marketing program. Leads that sales is working are, by definition, leads that sales thinks is worthwhile. Leads they don’t work should never have been sent to them. My problem is the concept of lead stages themselves.

Top of Funnel 120

Top of Funnel Marketing Funnels AIDA Lead Ranking 120

Customer Experience Matrix

MARCH 9, 2015

And oh, to make this work well, Martech has to hugely improve its ability to measure the actual impact of each message – so advanced, predictive attribution also plays a leading role in the martech world of the tomorrow. Technology never works quite as well as promised, so I figure humans will still be needed to keep things running.

Marketing Automation Services 120

Marketing Automation Services Ideal Customer Profiles Terms and Conditions Lead Ranking 120

Customer Experience Matrix

DECEMBER 20, 2012

Working marketers care more about how this affects the products and services they’ll get as current or potential Eloqua customers. It will be Oracle’s culture that dominates the combined organization. As I say, this is really just inside gossip that's not terribly relevant to most working marketers.

Eloqua 120

Eloqua Marketing Automation Services Enterprise Management Marketing Automation 120

Customer Experience Matrix

JUNE 16, 2010

On June 29, I'll be giving a Webinar on “Matching a Marketing Automation System to Your Needs”, part of a day-long set of all-star lead management presentations organized by the Focus online business community. Don’t try to avoid the hard work of figuring out what you need the system to do. Click here to register ; it’s free.)

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Work Management Marketing Management 120