Posts Tagged ‘Marketing’
Has CRM Finally Decided it Owns the Customers Digital Voice?
March 30th, 2011 - 2:38 pm § in Observations | | No Comments
So, today Salesforce.com has moved to acquire Radian6, a respected and possibly ‘leading’ vendor in the relatively new space of Social Media Monitoring (SMM), a rival to products like Alterian’s SM2 product that I knew relatively well.
For anyone interested in digital engagement whether you call it web (WEM), customer (CEM) or pervasive (PEM) this looks to me like a significant move.
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Adding Pervasive to the Engagement Lexicon (a new Russian doll)
As you know I have recently joined SDL and I have been delighted to find a new twist on the business of engagement that I write about on this blog, something we call Pervasive Engagement.
Ah hah! I can already hear the cynics pursing their lips and maybe clicking on the back button as you suspect that I've either over done it on a new brand of Kool Aid, my transformation to the dark side is complete or perhaps here is another vendor trying to carve a new segment – but please hear me out.
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Web Engagement – The Emperor’s New Clothes?
Recently I've been seeing 'an examination' shall we say of the term Web Engagement Management and the acronym WEM. There is a suggestion that it's a figment of the fervid imaginations of software vendor marketing departments possibly in collusion with certain analysts and that dreadful things should be done to it's proponents.
In addition, this week I gave a presentation at GXConnect 2010 - 'Web Engagement, Marketing Buzzword or Business Imperative' - and whilst this isn't a transcript of that presentation I wanted to air this debate. So, is this WEM thing the emperors new clothes, a sharp marketing suit or the boiler suit of the workers on the coal face of getting web stuff done?
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You say tomato, I say tomato, you say WEM, I say WEM..
When you say WEM, do you say Web Experience Management or Web Engagement Management? What does it mean and does it matter and what about CEM? Well, in this post I want to explore that, in direct response to a couple of things - firstly I promised in my latest post over at the Gilbane blog to tackle it and secondly Irina Guseva asked the question over Twitter and I needed more than 140 characters...
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Your Website – Your Customer Service Agent
I'm doing some work for a new client, who look at optimizing customer service across multiple channels using, rather interestingly - artificial intelligence. In my research on this I find myself observing an interesting convergence with the Web Engagement / Web Experience mantra that I’ve been peddling here and that there is perhaps something here that we often overlook.
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Engaging Clouds
I was delighted to recently be asked to comment on a paper by Robert Rose over at Big Blue Moose as he dives into the waters of analysis and research with his first paper - Marketing From The Cloud – How Digital Marketers Are Using Software As A Service. It’s a subject I’ve been thinking about, as I continue to research the Engagement Tier and it’s constituent components.
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TfMA Seminar – Content is still King!
March 1st, 2010 - 6:25 pm § in Content Management, Persuasive Content, Speaking, Web Engagement | | No Comments
Forgive the cheesy title, but yes I gave a presentation at the Technology for Marketing and Advertising (TfMA) show last week where I talked about the place of content and in web or digital engagement. Or as marketing put it in the show guide synopsis: "The importance of good content management and governance as a platform for engaging your website visitors"
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What's the big deal about Coke?
It was recently reported in New Media Age, picked up by the Hubspot blog that Coca-Cola were moving their campaign sites from "traditional" websites to social media platforms and they are not alone, Pepsi recently created a stir as they announced a move from big budget Super Bowl ads to investing in their social media community. So what does this mean for "traditional" web content management?
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Software Developers: The New Rock Stars of Marketing
September 18th, 2009 - 1:48 pm § in Observations | | 1 Comment
I smiled at this the other day -"Software Developers: The New Rock Stars of Marketing" - it comes from the article 'Out of the Box' published a few weeks ago in the UK Financial Times, that talks about the role of technology in marketing in the new media age. The smile is because this is pinned up on the kitchen noticeboard in our Bristol office and that phrase is highlighted (can someone explain why developers always sit nearest the kitchen?). So has the geek inherited the earth? Well, marketing anyway...
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I’ve Written a Book!
I've written a book - alright quite a small book admittedly and when I say 'I've written' - I do mean with the help of various members of our marketing team - @karengibbons, @bob_barker and @lindajvetter - but none the less, sitting on my desk, fresh from the printers is The Little Book of Web Engagement. It's 88 pages of tips, ideas, quotes and anecdotes on the what, how, why and who of putting your website into the front line of customer engagement.
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About Me
Hi, I'm Ian Truscott, VP Products, North America - SDL Tridion - passionate about web content management and how we engage with folks on-line.
Yes, my work defines me - or does it? Read more about me here or get in touch.
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