The ability to effectively manage relationships with prospects and customers can make or break an organization. Unfortunately, there is currently no “one-size-fits-all” solution to managing these experiences, which means Customer Experience Management (CEM) is hard, complicated, and very new. In this Insight Paper, Tim Walters makes the case for CEM by explaining that empowered customers,… read more >
The marketer’s job has never been harder. The proliferation of consumer touchpoints and the adoption of disruptive technologies such as smart mobile devices have vastly increased and complicated the marketer’s workload. In response, today’s marketers can draw upon an ever-growing arsenal of software solutions, but the very real danger is that marketers and their IT… read more >
The debate over suite versus best-of-breed solutions has raged since the introduction of enterprise resource planning (ERP) suites in the early 1990s, pitting integration and consistency against functionality and innovation – at least according to the classical terms of the dispute. Highlights: Suite versus best of breed: A timeless debate revisited Understanding and meeting the… read more >
As we enter into a new era of the importance of continual customer engagement, the CMO must begin to add systems that not only manage this engagement but also embrace the rapidly shifting and expanding environments in which consumers want to interact. In this paper Robert Rose puts forward three ideas that can lay a… read more >
Authors: Robert Rose, Scott Liewehr Web CMS business drivers have changed from simply managing web content to managing sophisticated digital experiences and supporting a buyer’s journey across multiple channels. Today, the content you serve must be contextually relevant — it should be personalized by leveraging a visitor’s location, device, behavior, social graph and supporting information… read more >
In this Insight paper, we explore the deeper delivery challenge in which the abundance of touch points in the era of an ever-present web calls for seamless and de-channeled engagement. After reading this paper, you should understand: How the “always on” Internet access affects engaging customers How your organization can leverage the “experience tier” to… read more >
Today’s powerful web search, social publishing, and social network filtering capabilities place powerful new tools in the hands of consumers. But today’s buyer’s journey is much more non-linear – as consumers can easily find information, comparative pricing, and social recommendations about a large number of competing solutions. This paper seeks to develop new models for… read more >
