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Rescooped by Ruben Bravo from New Customer - Passenger Experience
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From CRM to Customer Experience Management (CEM)

From CRM to Customer Experience Management (CEM) | Digital Marketing | Scoop.it
Customer experience management (CEM) is not just repackaged CRM. CEM marks a shift from internal customer management to external customer engagement.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, September 17, 2013 6:51 PM

Pam Baker's article provides a thorough account of the ongoing changes and transformation from Customer Relations Manager (CRM) to Customer Experience Management (CEM) tools. It is about understanding the overall journey of your clients with your brand/product/service and offer solutions at every touch point of this journey.

 

"In Minority Report, talking billboards and point-of-purchase signs greeted Tom Cruise's character by name, in the store and on the sidewalk, and asked him specifically about his last purchase – in detail but conversationally. The signs and portals also offered him suggestions and waited to hear whatever Cruise wanted to say. Such glitzy displays of CEM are not yet in widespread use, but they are not far off either. The intimate customer knowledge behind such glitz, however, is already here."

 

"CEM is a 'set of applications and methods that turn visibility of each and every customer's experience over time and across all moments of interaction, into tangible business advantage,'" says Anandan Jayaraman, chief product and strategy officer at Connectiva Systems.

Intimate details and trackable data on individual customers, for the most part, already exist. However, it took the advent of CEM technologies to make that data actionable. "Too often, the datastreams that paint the total customer picture exist in silos," says Cheryl Flink, vice president of customer experience solutions for Market Force Information.

"Marketing collects satisfaction and social media data. Operations collects mystery shop data. Merchandising collects competitive pricing information," she explained. "That can create chaos with stakeholders in different silos seeing only a part of the elephant."

"Without integrating the datastreams, it's difficult to know where to focus in order to improve the experience," she said.

 

But as the article will show, it's not just about collecting digital data...

 

Debra Walker's curator insight, September 18, 2013 2:56 PM

From my experience (no pun intended) organizations (particularly SMEs) overall don't do a good job of CRM and are even less prepared for quality CEM.  However, as the article points out, it is a shift for those that want to be in tune with their customers.  Great read!

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Customer Journey Maps | Social Media Today

Customer Journey Maps | Social Media Today | Digital Marketing | Scoop.it
How can you improve the customer experience if you don’t know what the journey is? Here's how to learn the true terrain your customers trek through just to buy your products or services.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, September 12, 2013 5:08 PM

As Jeannie highlights, the importance is to include them all before defining the final journey map.

 

This will then help you setup the right solutions and the right engagements at every touchpoint of this journey.

Andrew Cassidy's curator insight, September 15, 2013 3:16 PM

I'm a fan of customer journey maps. The mapping process itself can be a bit involved at times Here is a nice pragmatic overview.

Rescooped by Ruben Bravo from MarketingHits
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Influence Marketing In 2013 [INFOGRAPHIC]

Influence Marketing In 2013 [INFOGRAPHIC] | Digital Marketing | Scoop.it
Chances are you’ve seen one or all of these buzz phrases floating around social media in recent years: “brand ambassadors,” “online influencers,” “social influencers.” The popularity of social scoring platforms like Klout and Kred, combined with...

Via Brian Yanish - MarketingHits.com
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Duncan Robertson's comment, August 12, 2013 9:28 PM
Social media has a huge impact on companies' marketing seem now a days. Facebook and twitter alone can reach millions of people over various locations abroad.
Angela Heath's curator insight, August 14, 2013 6:23 PM

Here is a great tool for us to evaluate thought leadership.

Stephen Pitcher's curator insight, April 21, 2014 3:38 AM

This is a amazing! This could be 'the answer', what do you think?

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The Future of Social Learning

The Future of Social Learning | Digital Marketing | Scoop.it
For organizations to keep up, they need to make sure their employees know how to consume knowledge effectively via the new channels available to them.

Via Alex Butler
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Rescooped by Ruben Bravo from Public Relations & Social Media Insight
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3 Ways Online Content Marketing Can Do More to Enable Sales

3 Ways Online Content Marketing Can Do More to Enable Sales | Digital Marketing | Scoop.it

While different content marketing strategies differ in purpose (lead generation, brand awareness, website traffic), the end goal should be to increase revenue and drive more business for your organization...

 

... Quality content provides more than just a great way for marketers to connect with new audiences; it also helps sales reps sell better. With the right content, reps can: Be better prepared for their sales conversations Gain access to selling tools to engage more effectively  

 

Learn more about their audiences through analytics

It’s surprising how many marketers don’t consider this other side of the content coin, and I think it’s worth taking a look at some of the different ways marketing with content enables salespeople to do their jobs more effectively....


Via Jeff Domansky
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Jeff Domansky's curator insight, July 4, 2013 2:03 PM

Add these three tips to pump up content marketing's impact on sales results.

Rescooped by Ruben Bravo from The Marketing Technology Alert
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12 essential PPC landing page success factors

12 essential PPC landing page success factors | Digital Marketing | Scoop.it
Landing pages are an integral part of paid search. Effective pages mean you convert more visitors to the outcomes you need and in quality-score based search engines they make your ad more competitive.

 

Summarized...

 

I'm referring to PPC landing pages here, as some of these tips are taken from our PPC Best Practice Guide, but many of these factors apply equally to email and other landing pages...

1. Deliver relevance

2. Integrate with referral source(s)

3. Provide sufficient detail to support the response decision

4. Start the user on their journey

5: Use the right page length

6: Use meaningful graphics

7: Remove menu options?

8: Remember the non-responders

9: Consider landing page longevity

10: Reinforcing credibility 

11: Make it mobile-friendly

12: Try It! Measure It! Tweak It!

13: Page load speed


Via iNeoMarketing
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iNeoMarketing's curator insight, June 14, 2013 6:22 AM

A good list of tips. Suggest you start with Unbounce (use our Filter and search Unbounce) for effective landing page tips, and work this list into what you find. Unbounce is the clear authority.


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Rescooped by Ruben Bravo from The Marketing Technology Alert
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Free Gartner Research: Digital Marketing Transit Map

Free Gartner Research: Digital Marketing Transit Map | Digital Marketing | Scoop.it

Explanation...

 

Using the Map

The Digital Marketing Transit Map is designed to identify the best sources for your needs and acquire systems that work well together. It will help you:

Identify the connections among business functions, application tracks and providers.Find additional research or structure questions about strategy and best practices as well as providers, products, and selection criteria.Mediate discussions between marketing and IT.

 

Interpreting the Map

Navigate the complexity of a fragmented and confusing digital marketing landscape. Elements of the map include:

Neighborhoods represent functional regions that can be thought of as practice areas within an organization.Tracks connect these regions, and can be thought of as application services that share common objectives and information.Stations represent interaction points that can be thought of as vendor and product categories that provide platforms and point solutions.Intersections represent transfer points where solutions may serve more than one business area.

 


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iNeoMarketing's curator insight, July 1, 2013 8:57 AM

I'm sorry we missed this while on vacation. This is a significant piece of work by Gartner, and we encourage you to click through to use the graphic's interactivity so as to understand the marketplace. This map may be better than the recent LUMAscape or Scott Brinker's graphic.


As a companion piece, you may want to view the recent Gartner webinar

"Making Sense of the Digital Marketing Landscape", where you can view it at http://my.gartner.com/portal/server.pt?open=512&objID=202&mode=2&PageID=5553&ref=webinar-rss&resId=2483515&srcId=1-3147426801&pcp=wb_gml

Ramesh Srinivasaraghavan's curator insight, July 10, 2013 10:48 PM

Nice visualization

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SEO Trends - The Successful Way Forward Is Only One: Produce Good Content

SEO Trends - The Successful Way Forward Is Only One: Produce Good Content | Digital Marketing | Scoop.it

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Robin Good's curator insight, September 18, 2013 7:18 AM



Andrew Gouty analyzes the history of SEO, while highligthing how increasingly important it is to look less at "SEO tactics" and more at producing truly quality content.


The article cum infographic reviews the main five SEO eras, from the 1994-99 Meta era, and through the PageRank years (2000-2003), the Florida era (2004-2009), the Content Era (2010-12) and the Present Day.


A good, fact-supported overview of what really counts when it comes to content visibility on the web.



Useful. Data-rich. 8/10


Full article + infographic: http://www.raidious.com/content-marketing/the-history-of-seo-effectiveness/ 





Alex McCardell's curator insight, September 19, 2013 5:48 AM

Good content is not just a trend. Communicate effectively for your users/customers = optimised SEO

Alexandra Salzedo's curator insight, September 22, 2013 10:17 AM

Without valuable content the brand risks losing valuable interactions with their community

Rescooped by Ruben Bravo from Customer Service Best Practices
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Infographic: 70% of those helped via social customer service return as a customer in the future

Infographic: 70% of those helped via social customer service return as a customer in the future | Digital Marketing | Scoop.it
Social customer service is important for building loyal customers, managing online reputation and helping to grow revenue, an infographic...

Via BirdEye
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Samuel Pavin's curator insight, August 15, 2013 6:46 AM

No wonder. One point to keep in mind though is that a bad experience would make customers even more likely not to call again.

 

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A Look Back at 20+ Years of Website Design

A Look Back at 20+ Years of Website Design | Digital Marketing | Scoop.it
Web design has come a long way since 1991 when the first ever website was published. Exclusively text-based, this first website marked the beginning of what would become a digital revolution. And while recollections of “under construction” GIFs and blinding background colors make me thankful for just how far web design has come, there are some historical web design choices that in fact demand a nod of approval..

Via Alex Butler
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The 7 Skills Students Must Have For The Future

The 7 Skills Students Must Have For The Future | Digital Marketing | Scoop.it
A powerful talk by Tony Wagner attempts to uncover the 7 skills students must have in order to prepared for the future.
The post The 7 Skills Students Must Have For The Future appeared first on Edudemic.

Via Charles Fischer
Ruben Bravo's insight:

To build the furutre we want for our family and  for our communities we need to begin investing in the right mix of skills that will steer us through the path of development.

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Charles Fischer's curator insight, July 8, 2013 8:11 AM

All seven of these skills can be practiced through Socratic Seminar. The first, critical thinking and problem-solving can be achieved through a combination of a quality text and provocative questions. The second, collaboration across networks and leading by influence, can be achieved by incorporating technology. The third, agility and adaptability, starts with listening carefully to others and appreciating other viewpoints. The fourth, initiative and entrepreneurialism, begins with being brave enough to speak your mind in front of a group of peers. The fifth, effective oral and written communication, is developed through deepening one's understandings through dialogue. The sixth, accessing and analyzing information, can be practiced through weighing evidence and citing sources. And the last, curiosity and imagination, can be fostered by students learning to ask their own questions.

Bradley McClure's curator insight, December 4, 2013 6:29 PM

Tony Wagner's book, "Creating Innovators" has strongly influenced what I know about teaching and why it is important that we understand how the world is changing. The seven skills that he mentions includes critical thinking and problem solving, along with six other vaulable skills. It would be a shame for us as teachers to perpetuate teaching without putting these seven skills at the core of our purpose. Critical thinking and Problem solving are connected to the other seven, particularly in light of the new P21 Framework that is beginning to take off in the world of education. 

Rescooped by Ruben Bravo from Internet Marketing Strategy 2.0
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New SEO Methods Reward Quality Content and Audience Engagement Skills

New SEO Methods Reward Quality Content and Audience Engagement Skills | Digital Marketing | Scoop.it

 

 


Via Robin Good
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Celebritize You's comment, July 1, 2013 10:14 PM
Many of my clients are still thinking old SEO. Ugggh.
Sigrid de Kaste's curator insight, July 3, 2013 5:44 AM

In my opinion Marketing Knowledge has always played a large part of SEO

Johnny's curator insight, July 7, 2013 3:05 AM

Check ou the info graphic...

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Best Practices For Pinterest

Best Practices For Pinterest | Digital Marketing | Scoop.it
Best Practices For Pinterest infographic

Via Manish Dhane
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Mastering PPC: Make The Case For Mobile PPC | SEER Interactive

Mastering PPC: Make The Case For Mobile PPC | SEER Interactive | Digital Marketing | Scoop.it
Mobile internet usage will outnumber desktop internet usage as early as 2014. While having a mobile PPC presence isn't the best strategy for everyone, it is.
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