Posts Tagged ‘Twitter;’
Is the C in CXM actually Credibility?
I don’t often talk directly about my day to day work here on this blog, but I’ve just come back from a management team meeting and as we discussed our messaging and our own customer engagement journey, I found myself using a simple word time and time again and it was credibility.
This then got me thinking about the Forrester term – Customer Experience Management, their flavour of defining an engagement solution strategy.
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That Great Blog You Used to Write
December 3rd, 2011 - 2:01 am § in Observations | | 2 Comments
This week I was at Gilbane Boston and as I gorged on the bountiful smorgasbord of ‘key takeaways’, inspirational quotes and great conversation at this CMS industry love-in – I was disarmed by possibly the quote of my week. As I sought out my buddies Robert Rose and Scott Liewehr for mentioning me and my blog in a workshop they gave at the event – Robert said to me “yes, that great blog you used to write”.
My immediate reaction was obviously “OUCH!” as I zeroed in on the “used to”, completely ignoring the fact he said “great” - and then I thought about it and hey, here is someone that pays attention, he’s noticed that I haven’t blogged in two months and for that I am incredibly grateful! And dammit I better write something..
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Is your Audience Through the Social Media Keyhole?
October 2nd, 2011 - 4:11 pm § in Observations | | 1 Comment
According to the latest Social Media Report by Neilsen (respected monitoring/research company) Americans are now spending more time on Facebook than they are on any other website. American internet users spent 53.5 billion minutes on Facebook during May 2011, far higher than the next most visited site - in fact more than the next four most popular sites combined. Commentators are pointing to these numbers and referring to the shrinking web, that to an increasing number of folks Facebook is the web.
Is it really? So what does this mean for content management professionals and content marketers?
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Back to School – Inspiration from Dreamforce
September 7th, 2011 - 12:42 pm § in Observations | | 4 Comments
I admit, I have been neglecting this blog over the summer. It’s a combination of time spent writing elsewhere, a busy work schedule and a social media writers block as I figure out what I want to talk about next here and who I am on this blog. It’s the same story on Twitter, my Klout score has crashed!
So, as I took the kids for their first day back at school I resolved I too would return and whilst I was tempted to write a thrilling introspective of my social media writers block, I thought I’d kick off with a kick-off – Dreamforce, seemingly the daddy of all customer day shindigs for the billions of happy Salesforce.com punters. To be precise, I want to write about the keynote, by Mark Benioff – CEO and Chairman. [ read more ]
They don’t know your name..just your number..
Over the last few weeks I’ve been thinking about the news that Klout and Radian6 are working together having seen my friend @Robert_Rose tweet about it and I seem to have an obscure English 80’s new wave song “Living by Numbers”by New New Musik lodged in my head. I imagine that very few people reading this will remember it (or lucky for you, even heard it), but it sprang to mind and stayed there, let me explain..
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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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The Answer to Every Web Content Publishing Problem Is a Bicycle?
A couple of things have inspired this post, firstly Quora’s insistence that the answer to every CMS question is Drupal, (actually more correctly the communities answer to every question) and a chance encounter of a fellow simultaneously riding a bicycle, carrying a suitcase dicing with death in the Oxford traffic.
Which kind of encapsulated a few thoughts I’ve had recently about all this big community generated hype. Now, calm down drupalists I am not suggesting that Drupal is as limited in purpose as a bicycle, I'm using it to represent popularity, ubiquity and availability.
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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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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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