Salesforce.com: Benioff social business moguls to the customer business

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Last year it was all about charity - well, until the moment, when a dispute over terminology led to this set aside as a marketing message.

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MyCustomer.com moves to responsive email

MyCustomer.com moves to responsive email @import url('/sites/www.mycustomer.com/themes/siftmedia_mycustomer/nocache.css'); var mobilenodeid=162484; @import "/sites/www.mycustomer.com/themes/siftmedia_mycustomer/print.css"; a Sift Media publication advertisecontactaboutprivacy and cookiesterms of useportfolio Enter your keywords: HomeCustomer intelligenceCustomer experienceMarketingSocial CRMTechnology Any AnswersSuppliersDiscussion groupsDocument libraryBlogsVideo PlayerSite rules FAQsRSS var server = 'ads.sift.co.uk/'; if(window.location.pathname=='/') { var sitepage = window.location.hostname + '/index.html'; } else { var sitepage = window.location.hostname + window.location.pathname; } OAS_query = '?drupal_query=.node.162484.&drupal_taxonomy=.Customer experience..Customer intelligence..Marketing..Social CRM..Technology.&drupal_type=&user='; var position = "x33"; var RNS = Math.floor(Math.random()*1000000000); var oas='http://' + server + '/RealMedia/ads/'; var oaspage= sitepage + '/1' + RNS + '@' + position; var adholder = ' MyCustomer.com moves to responsive email Posted by Neil Davey in Customer intelligence, Customer experience, Marketing, Social CRM, Technology on Mon, 25/02/2013 - 01:10 To register to receive MyCustomer.com email bulletins click here. Tweet

MyCustomer.com has decided to give our emails a bit of a spring clean!

With mobile email open rates having increased by as much as 50% over the past year, and with wider research indicating that mobile email has now overtaken web and desktop email, we have decided to come up with a brand new mobile-friendly email design.

Reports from the likes of Return Path, which has tracked nearly 1.8bn data points as part of its research, have revealed the extent of the change in our email habits – with more people now opening emails on mobile devices (37%) than via webmail using a browser (30%).

Reflecting this change, statistics from email testing and analytics company Litmus found that the iPhone is now the most popular email client around, used by more people than Outlook.

Following its examination of one billion ‘opens’ of emails sent last year, Litmus compiled the following infographic demonstrating the changes (click to enlarge):

  This shift has major implications for brands sending email communications to customers. All the good work that is done to ensure that email render flawlessly on the desktop doesn’t take into account the growing number of users trying to read the emails on a mobile device. When you view these emails on a smartphone, for instance, users will see a zoomed out view of the email, usually at 50%, making the text very difficult to read at half the size. Definitely not an effective way to communicate and engage with your mailing list. However, a concept called responsive web design is offering a solution to this problem. This is a design process that allows a site to adapt to the screen size it’s being viewed on, whether that be desktop, mobile or tablet. And this can also be applied to emails so that there is responsive email design. MyCustomer.com is now using this responsive approach with its email bulletins. And to give you a bit more of an idea of what that means we've put together a couple of screen shots for you to look at (click to enlarge):  We hope that our responsive email design will make it even easier for our bulletin subscribers to keep up to date with the latest developments and lessons from the world of customer relationship management. And later this year, MyCustomer.com will be moving the whole site to a new platform with a responsive design – watch this space. For the time being, we’d love to hear your thoughts and experiences of our new bulletins. And if you have yet to sign up to receive our bulletins, click here. login or register to post commentsAdd to a social bookmarking siteTags: All tags: NoneLogin or register to tag items$("#edit-tags-wrapper").hide(); Create your free accountAccess all articles in fullView multimediaReceive email bulletinsPrivate messagingRegister nowLogin Username: * Password: * Forgotten your password? Related articles Salesforce.com: Benioff bumps Social Enterprise for the Customer CompanyMarketo set to go publicWhy it’s time to differentiate your tablet approachOracle: Eloqua will make our customer experience Cloud reign supremeCRM buyers view the Cloud as "mystery meat" - GartnerMyCustomer.com moves to responsive emailIDC: Smartphone and tablet market records booming figures Infogaphic: How video drives consumer purchasesThe rise of web chat The Cloud comes of age – at last!

Most read Business intelligence software revenue to hit $13.8bn this year (6177 reads) Why it's time to forget the single customer view (3383 reads) The ultimate survival guide for the wild world of web analytics (3222 reads) Infographic: Social customer service vs the contact centre (2856 reads) If Fusion is the future, Oracle users haven't gotten the memo (2804 reads) more Most commented Revealed: The secret to selecting the right web analytics solution 1Is real-time bidding the future of online advertising? 1Majority of shoppers research online before purchasing in-store 1Infographic: How consumers use mobile in the marketplace 1Sharing CRM data: Gold for your business - diamonds for your customers? 1more MyCustomer.com tag cloud advertising analytics big data cloud cloud computing collaboration contact centre contact centres CRM CRM software customer data customer engagement Customer experience customer experience management customer feedback Customer intelligence customer loyalty customer service data ecommerce Facebook Google Marketing Microsoft mobile mobile phones Oracle sales Salesforce.com SAP social business Social CRM social enterprise social media social media marketing Technology Twitter more tags Latest downloads Customer analytics pays off by driving business growthWhitepaper: Easily identify your best customersForrester Customer Analytics evaluation UK Online Christmas Shopping Recap Report 2012Voice of the Customer: 6 Steps to Success HomeCustomer intelligenceCustomer experienceMarketingSocial CRMTechnology Any AnswersSuppliersDiscussion groupsDocument libraryBlogsVideo PlayerSite rules a Sift Media publication advertisecontactaboutprivacy and cookiesterms of useportfolio

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Oracle: Eloqua will make our customer experience Cloud reign supreme

Tweet After laying out $871 million for loss-making Eloqua last December, senior Oracle executives, including president Mark Hurd, drilled down a little bit further into what the firm plans to do with its latest acquisition.“With Eloqua we’ll be able to deliver the most comprehensive customer experience Cloud,” said Hurd. “Eloqua’s modern marketing capabilities will extend our customer experience Cloud with modern marketing automation and revenue performance management to help our customers transform the way they market, sell, support and service their customers.”

Hurd pledged that while Oracle plans to integrate Eloqua’s technology with its own portfolio of offerings, the realities of non-Oracle systems will not be overlooked. “Oracle remains committed to enabling users to use Eloqua’s Marketing Cloud in a multi-vendor environment, including non-Oracle sales automation systems, to support customer choice,” he stated.

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Can you measure the value of a single touchpoint?

Customer experience is the result of a series of interactions between your company and those you serve. These interactions–the places where your brand interacts with or touches your customers–are your touchpoints.
Some drive customers closer, while others push customers away. Many are within your control (think your Web site, sales staff, or advertising), others you can influence, (third-party ratings, word of mouth, or media), while still others are totally outside your control (such as competitors discussing your brand).

Today, the importance of improving customer experience is more widely recognized than ever. And since those experiences are delivered by touchpoints, it seems logical that the fastest path to improvement is managing how well those individual touchpoints perform.

Surprisingly, many companies don’t fully understand or measure their touchpoints, much less know how to improve individual touchpoint performance. And that’s a problem because they end up doing things like:

investing more than required in touchpoints that aren’t that important to key customers;missing touchpoints that could radically improve customer experience;keeping touchpoints that are redundant and potentially confusing customers while sucking up resources; andnot knowing where and how to most effectively allocate resources to improve customer experience.The fact is, measuring the value of individual touchpoints isn’t as simple as gathering broad satisfaction or loyalty metrics. But it is very important. And it can be very straightforward.
Not All Touchpoints Are Created Equal. But How Can You Tell Which Are Which?
Not all touchpoints are created–or should be delivered–equal. Some just need to be “good enough,” or delivered at a level of competitive parity. Others need to go a little further to differentiate your firm in the minds of your audiences.
Still other touchpoints are make-or-break “moments-of-truth.” If you deliver above and beyond, then you win hearts and minds. If you blow it, then you likely lose that customer, as well as the many others to whom they’ll spread the word.
That’s a pretty wide range. To find out which are which–and how well you're doing at those that matter most–you’ll need to ask:Your customers: Which touchpoints are most important? Do they make it easy to do business with you? Are they enjoyable? How effective are they? And how much effort must your customers put in to get what they want?Your employees: How well do your people think you're doing? Do they think your touchpoints make it easy and enjoyable for your customers to do business with you? Where do they think you're investing that you shouldn’t?Your competitors’ customers: How well are your competitors doing? Which touchpoints are most important to their customers? What are your competitors’ weaknesses? Where might you be able to focus to gain the advantage?While you can gather this information through annual opinion or relationship surveys, it’s best to gather touchpoint data regularly. Customer perceptions can change quickly, and you don't want to find out after the fact that a touchpoint (or a group of them) is causing issues.
So develop a system of ongoing surveys and analytics, or find a tool that allows you to measure touchpoint performance on an ongoing basis. Regardless, you’ll want to track touchpoint performance by, for example, customer segments, business units, regions, channels, and touchpoint types. For example, do digital channels perform better than your call center for certain high-value customers? Or is it the other way around? The only way to know for sure is to uncover the relative value of each touchpoint.
Measure What Matters–Not Just That Which Is Easily Measurable
When it comes to touchpoints, Peter Drucker’s enduring statement, “What gets measured gets managed,” holds especially true. Unfortunately, many companies only measure overall sentiments–such as customer satisfaction or loyalty–while missing the insights that touchpoint-level data can readily provide, such as where exactly, and how specifically, to take action to improve the individual interactions and resulting experiences that actually drive satisfaction and loyalty.
Put another way, while it’s important to know where you are, it’s even more important to know where you are going and where you want to go, and have a clear understanding of what you need to do to get there. Delivering better customer experiences requires an understanding of which touchpoints are most valuable and to whom, how well they work, which don’t, and why.
That’s why those companies that can answer “yes” to this question: “Can you measure the value of a single touchpoint?”are those whose customers are enjoying the best experiences of all.

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© 2013 Michael Hinshaw and MCorp Consulting. All rights reserved. This article was originally posted on Touchpoint Insights, the MCorp Consulting blog. Touchpoint Mapping®, Brand MappingSM and Loyalty Mapping® are registered trademarks of MCorp Consulting.

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Marketo goes to the public

Marketo go public @import url('/sites/www.mycustomer.com/themes/siftmedia_mycustomer/nocache.css'); Var Mobilenodeid = 162616; @Import "/ sites/www.mycustomer.com/themes/siftmedia_mycustomer/print.css";Media views, the publication of Advertisecontactaboutprivacy and cookie terms of Useportfolio type your key words: HomeCustomer IntelligenceCustomer ExperienceMarketingSocial CRMTechnology AnswersSuppliersDiscussion all GroupsDocument LibraryBlogsVideo PlayerSite rules FAQsRSS var Server = "ads.sift.co.uk/"; If(window.location.pathname=='/') {var site page = window.location.hostname + "/ index.html";} else {var site page = window.location.hostname + window.location.pathname;} OAS_query = '? Drupal_query. = node. 162616. & Drupal_taxonomy =.Marketo...Technology. & Drupal_type = &user='; Positioning var = ' X 33'. Var IA = Math.floor (Math.random () * 1000000000); Var OAS ='http: / / "+ Server +" / RealMedia / show /'; " Var Oaspage = site page + ' / 1' + IA + ' @' + position; Var Adholder = ' Stockholm public Marketo Tweet written by Neil Davey technology seaside, 2013-02-27 09:27

Cloud provider of marketing automation, Marketo, announced that it must be first public (IPO) of shares in an offer.

IPO of the suppliers should begin after the US regulator, the Securities and Exchange Commission, complete project registration statement Monday initiated the review process by the confidential transmission of Marketo.

Founded in 2007 by Phil Fernandez, Marketo decline of private companies in the Silicon Valley of the Silicon Valley Business Journal 2011 appointed.

 

 

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Most read business intelligence software sales to $13 billion this year (6177 reads) to suggest why it is time that display individual customers (3383 reads) survival guide for the wild world of Web Analytics (3222 reads) to forget computer graphics: social vs. Customer Service Center contact (2856 reads) the fusion of the future, Oracle user is not got (2804 reads) most commented uncovered memo: the future of online advertising the secret to choosing the right Web analytics solution 1 real time whistle? 1Majority buyer prior to purchase in the shop 1Infographic online search: how consumers use mobile data 1Sharing CRM market: gold for your company - diamonds for your customers? Cloud of tags MyCustomer.com 1 advertising cloud of large data Google Analytics cloud computing collaboration-Center-contact-contact center-CRM CRM software customers data customers commitment customer experience customer experience management customers reviews customers intelligence customers loyal customer data ecommerce Facebook Google marketing Microsoft Mobile Mobile phones, that Oracle sales of social social CRM Salesforce.com SAP business business social social media marketing technology is more tags Twitter last downloads customer analytics pay, by company behavior growthWhitepaper: your best customer analytics 2012Voice UK Online Christmas shopping CustomersForrester recap the relationship easy to see review: 6 steps to success HomeCustomer IntelligenceCustomer ExperienceMarketingSocial CRMTechnology AnswersSuppliersDiscussion all GroupsDocument LibraryBlogsVideo PlayerSite rules is a Sift Media publication Advertisecontactaboutprivacy and the cookie terms of Useportfolio

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Why it’s time to differentiate your tablet approach

Tweet Tablet ownership has skyrocketed. According to Forrester research, about one in seven online Europeans now owns a tablet with ownership highest amongst 18 to 24 year-olds.

Forrester analyst Thomas Husson explains in his new report,The European Tablet Landscape, that with further double-digit growth expected in the years ahead, tablets are changing the consumer technology landscape. The analyst house predicted that 55% of European online consumers will own a tablet by the end of 2017.

But behavioural patterns between tablet and smartphone owners are very different, says Husson in a new blog post, and companies must recognise they need a different approach if they want to exploit tablet opportunities.

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IDC: Social business predictions in 2013

Tweet 2013 will be driven by the maturing use of social tools and increasing pressure to integrate social activities into the workflow

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