Organizations typically invest a great deal of time and effort selecting the right technology but very little selecting the right partner for implementation. In our experience, this is a huge mistake. Based on the early trends emerging from our recent research on the subject, it is one of the core reasons why so many end… read more >
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One of the most important actions an organization can take when tackling a new initiative is to learn how to avoid the gotchas — know the pitfalls, the lessons others have learned, and the best practices derived from the experiences of those who have done it successfully (and not so successfully). Learning from others is particularly important when selecting… read more >
Stakeholder Analysis spreadsheet is a tool that can help simplify and add clarity to understanding project participants. The spreadsheet captures: Who they are: name, title, work location. How they are impacted and/or will impact the project: their interest in the effort, their area of expertise, their relevant history – are they an advocate or someone… read more >
In today’s content-driven online environment, the ability to effectively deliver accurate, relevant information in the right format, and in a timely fashion on the web is imperative for any successful online strategy. Finding the ‘best-fit’ Web Content Management System (WCMS) for your public, intranet and/or extranet websites is one of the first steps on that… read more >
Getting the customer experience right for crossborder e-commerce is the next challenge for retailers. How the customers engage with the retailer — if they can do it via an elegant and user-friendly web interface, conduct transactions in their own language, pay the way they want to, and get the goods they want in compliance with… read more >
Digital disruption has been particularly hard on companies in the mid-market. Competitive advantages historically based on regional/local presence, distribution, long-standing customer relationships, or even partnerships with larger enterprises are no longer sufficient. With multiple channels such as mobile and social and new processes like inbound and content marketing, it is no wonder that mid-market companies… read more >
The ability to effectively manage relationships with prospects and customers can make or break an organization. Unfortunately, there is currently no “one-size-fits-all” solution to managing these experiences, which means Customer Experience Management (CEM) is hard, complicated, and very new. In this Insight Paper, Tim Walters makes the case for CEM by explaining that empowered customers,… read more >
It’s Time to Rethink “Enterprise” Software. Look for the Answer in the Business Process, not the Application
Everyone talks about “enterprise” software solutions, but what does it really mean? The established definitions are either too broad (“Software used by companies.”) or too narrow (ERP suites). Most people would agree that “enterprise” indicates that the software has certain characteristics or capabilities, such as scalability, extensibility, portability, etc. However, since there are no agreed-upon… read more >
Reaching and engaging today’s consumer is both an art and a science. The same is true if you are a software or services firm looking to reach and engage with the modern marketer. With more channels to manage, more content to create, and more connections and stakeholders to satisfy, being a digital marketer has become… read more >
Authors: Robert Rose, Scott Liewehr Web CMS business drivers have changed from simply managing web content to managing sophisticated digital experiences and supporting a buyer’s journey across multiple channels. Today, the content you serve must be contextually relevant — it should be personalized by leveraging a visitor’s location, device, behavior, social graph and supporting information… read more >
CEM is an imperative because you're either competing with superior customer experiences -- or you're not even part of the game.
Tim Walters, Ph.D.,
The CEM Imperative.