Customer Experience Matrix
MARCH 4, 2011
Summary: Is stressing the need for process change making marketing automation too complicated, or a recognition of what it really takes for success? There are vendors on both sides of the argument. Act-On Software officially relaunched its system earlier this week, offering a new interface and a new positioning. The interface is perfectly nice but the positioning is ultimately more important.
Dennis Snow
MARCH 23, 2011
In this video I discuss the art of delivering a positive customer experience, even when things are hectic and you have to move quickly. If you receive my blog via email, you may need to click here to view the video.
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Customer Experience Matrix
MARCH 8, 2011
Summary: HubSpot announced a $32 million investment yesterday by Sequoia Partners, Google and Salesforce.com. This could be a real game-changer in the small business marketing automation landscape. If you heard a loud thud late Tuesday afternoon, it was the sound of two shoes dropping. Salesforce.com and Google announced their long-anticipated entry into the marketing automation industry, in the baby-step form of investments in HubSpot.
Customer Experience Matrix
MARCH 29, 2011
eBay ’s $2.4 billion offer for e-commerce services giant GSI Commerce has been described largely in terms of helping eBay to compete with Amazon in servicing retailers – or, as eBay President John Donahoe put it somewhat more diplomatically in the press release , “GSI will enhance our position as the leading strategic global commerce partner of choice for retailers and brands of all sizes.
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Customer Experience Matrix
MARCH 24, 2011
I took a break from my usual obsessions yesterday to attend the New York edition of MediaPost’s OMMA Metrics and Measurement conference. It was a good chance to dive into this particular sector of the marketing analytics universe. (Another version of the program will be presented in San Francisco in July; the company also live streams a free Webcast.
Dennis Snow
MARCH 17, 2011
A comment I often hear during customer service workshops is: “Customers have gotten so demanding. They expect too much!” I respectfully disagree. I believe that customer service in general has gotten so bad that most customers expect nothing, and even a nice smile or sincere hello is a delightful surprise. The one area in which […].
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Customer Experience Matrix
MARCH 9, 2011
Summary : Act-On Software’s revised system offers a reasonable mix of features in an easy-to-use interface. At $500 per month with no annual contract, it’s priced to make it easy to get started with marketing automation. I started last week to write a review of Act-On Software’s latest release but got distracted by the larger and sexier question of Act-On’s business strategy.
Dennis Snow
MARCH 15, 2011
In one of my customer service workshops not long ago, I shared some of the practices I learned while working at Walt Disney World. A clearly agitated participant stood up during the question and answer segment. “I’m a university professor,” he announced, “and I’d NEVER encourage any of my students to work at Disney World. […].
Customer Experience Matrix
MARCH 8, 2011
This Friday I'll be presenting a 45 minute free Webinar, sponsored by Focus.com and hosted by the ever-popular Adam Needles, on preparing for a successful marketing automation deployment. You can register here. Details below: Friday, March 11, 2011 10:00AM PST / 1:00PM EST There’s plenty of information on why you need to buy marketing automation and, as statistics show, many marketing organizations (big and small) are jumping on board.
Customer Experience Matrix
MARCH 23, 2011
Summary : Infusionsoft is making it easier to build campaigns and taken a new approach to helping clients plan their marketing programs. Both are needed for marketing automation to reach to a wider audience. Infusionsoft this week staged the official coming out party for its latest release at its annual Infusioncon users conference. The big news was a one-step “web lead campaign” generator that automatically creates a Web landing page and three cross-linked email flows: a set of follow-up messag
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