5 Things That Should Be Keeping CMO’s Up at Night
Thu, Apr 17th 2014 9:12a Michael Porter Thanks to Sharon Suchoval for pointing me to this. Unless you’ve been hiding under a rock, anyone close to Marketing knows that the digital migration has unleashed a sea of change in the Marketing Department and the CMO. The Oracle Social Spotlight has an article about 5 Things That Should Be Keeping CMO’s Up at Night. It’s a somewhat light hearted post on a potentially heavy topic. I’m not going to reveal everything but let me give you the five things. They are su [read] Keywords: oracle
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IBM Acquires Marketing Automation Player Silverpop
Tue, Apr 15th 2014 1:14p Michael Porter The enterprise marketing management space has been heating up for the past couple years. IBM, Salesforce, Oracle, Adobe, and Microsoft have all made one or more acquisitions here and it hasn’t stopped. Just a few days ago, IBM bought Silverpop, an Atlanta based cloud marketing automation player with customers in both the B2B and B2C space. This is in addition to IBM’s Unica and Xtify acquisitions. As IBM puts in in a Destination CRM article,
“Across the board, we’ [read] Keywords: ibm
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The Ideal Length of every Tweet, Facebook Post and Headline
Tue, Apr 8th 2014 6:12a Mark Polly I think every writer at one time or another has thought about how long is too long for a post, tweet or headline.
As I typed my headline into WordPress, it was kind enough to tell me that my headline is 59 of 65 characters. I never understood if WordPress thought 65 was the max or the ideal size for my headline.
Reading through Zite (soon to be Flipboard) today, I came across this article by Kevan Lee at Fast Company: The Proven Ideal Length of Every Tweet, Facebook Post, and Headline Onlin [read] Keywords: facebook
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5 Key Strategies for Omni-Channel Marketing
Mon, Apr 7th 2014 11:11a Mark Polly IBM recently conducted a webinar titled “5 Key Strategies for Omni-Channel Marketing” in which they discussed the following strategies:
Collect data that helps create customer profiles
Analyze that customer data to find actionable insights
Decide how to allocate your budget across the right channels to reach the right audiences
Manage the interactions with customers across the channels
Optimize your messages, offers, and capture reactions to feed the data collection process
Within [read] Keywords: ibm
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Liferay Releases SDK to Speed Up Custom Mobile App Development
Tue, Apr 1st 2014 9:11a Michael Porter This just in, Liferay has a new SDK for custom mobile apps. They will release it to the public on April 2nd. Here’s the press release.
Liferay Releases SDK to Speed Up Custom Mobile App Development
New developer toolkit helps Liferay’s customers develop and manage sophisticated mobile apps
LOS ANGELES – (April 1, 2014) – Liferay, Inc., which makes open source portal software, is releasing a mobile software development kit today. The Mobile SDK is part of Liferay’s commitment [read] Keywords: collaboration
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Adobe Summit: Designing an integrated customer profile
Thu, Mar 27th 2014 4:15p Mark Polly Matthew Rawding, a Consulting Manager with Adobe. talked about how to use Adobe Campaign to create an integrated customer profile. So what is an integrated customer profile?
An integrated customer profile is a main pillar of Adobe Campaign. Also included in Campaign are targeted segmentation, visual campaign orchestration, cross-channel execution, real time interaction management, and operational reporting.
The goal is to build the most comprehensive view of a customer possible based on the [read] Keywords: consulting
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Adobe Summit: New Video Analytics in Adobe Analytics
Thu, Mar 27th 2014 3:12p Mark Polly Scott Smith presented a session on video analytics. Analytics regarding video has been rough to achieve. There have been few standards and the complexity has been high.
Abode has introduced a Video Heartbeat Tracking library where they hope to simplify implementation of video analytics. They also want to introduce stability into process and help you understand more about your video usage. This is becoming more and more important as video consumption moves from traditional TV to all of ou [read] Keywords: javascript
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Adobe Summit: The Convergence of Search and Social
Thu, Mar 27th 2014 12:12p Michael Porter Marc Blinder, Director of Social Marketing at Adobe and Jon Beeston, Director of New Product Innovation at Adobe presented on the trend of search and social convering. Twitter is a great example of that where we share but also search.
Theme: Search and Social platforms are converging – which means successful marketers musth have one unified team with one set of data.
Key takeaways from this session
Connect: facebook to offline experience. feed the metadata
Bring: search and social teo [read] Keywords: development
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Amazon Slashes Pricing for Several Cloud Services
Thu, Mar 27th 2014 11:12a Michael Porter I recently blogged about Google’s Bigger, Cheaper Cloud and now it looks like Amazon has responded. CRN has an article about Amazon’s announcement of 10%-40% cuts for M1, M2, C1 and CC2 instances. Amazon didn’t make much reference to Google and they have cut prices a number of times although the timing is suspect.
Amazon’s EC2 M3 instances are dropping 38 percent, while C3 instances are being cut by 30 percent. All of these EC2 figures are for instances running Linux, [read] Keywords: database
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Google’s Bigger, Cheaper Cloud
Thu, Mar 27th 2014 11:12a Michael Porter I’ve been keen to watch the cloud options evolve because of the huge impact they can have on my portal, social, web content, and digital marketing world. The bits blog has a good article on Google’s continuing evolution with the cloud offering. It should be no surprise Google is cheaper. It may be a surprise that Google has vowed to continue to make it cheaper at the same rate as Moore’s law.
Google’s cloud computing business has figured out how it’s going to come at [read] Keywords: application
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Adobe Summit: Reimagining Digital Marketing in Financial Services
Thu, Mar 27th 2014 11:12a Mark Polly Christopher Young from Adobe kicked off this session by talking about these top challenges in Financial Services:
Compliance – 84%
Data Security & Privacy – 82%
Difficulty Personalizing – 80%
Fragmented Data – 78%
Incompatible Marketing Solutions – 74%
Three takeaways:
You are only as good as your analytics
Tom improve the experience, understand your customer
Don’t go it alone, align the right internal partners (legal, compliance, IT, marketing)
Nicole [read] Keywords: development
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Adobe Summit: Top new features in Adobe Experience Manager WCM
Wed, Mar 26th 2014 3:15p Mark Polly Cedric Huesler (akeepthebyte) is a Product Manager at Adobe and works on the web content management aspect of AEM. Cedric demoed 10 new features coming in AEM 6.0, which was announced yesterday. A new major version (6.0 vs 5.6) for AEM indicates a major architectural change in the product. Adobe expects the new architecture to work seemlessy with prior versions, but will allow for more scalability, etc.
I’ve included a video of Cedric talking about new features in AEM 6.0. Cedric [read] Keywords: application
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Adobe Summit: Attribution and Media Mix Algorthims
Wed, Mar 26th 2014 12:15p Mark Polly There is a lot of buzz around attribution. In this session, Sid Shah from Adobe spoke about the following topics as it relates to Attribution and your Media Mix by looking at the following three items:
Choose the right model
Attribution does not equal Media Mix
Media mix models should be realistic and predictive
For attribution, you can’t rely on the Last Click. 49% of conversions happen after multiple clicks so you must analyze the entire path to be predictive. There are many differ [read] Keywords: email
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Adobe Summit: Understanding customer insight without getting creepy
Tue, Mar 25th 2014 6:12p Mark Polly In a different session one of the speakers said there is a fine line between understanding customer sentiment and being creepy. To get insight, you have to monitor what they say, what the do on your site and others’. But you don’t want to go too far and cross that creepy line.
In this session Craig Stoe and Andrew Bolander spoke about this topic. You can use Adobe Social to gain customer insight. These insights should lead to developing stronger relationships with customers and deliv [read] Keywords: facebook
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Adobe Summit: Top new DAM features for Adobe Experience Manager
Tue, Mar 25th 2014 5:12p Mark Polly By the size of the line to get into this session, I’d say that Digital Asset Management is a hot topic. Elliot Sedegah and Greg Klebus from Adobe shared the top new DAM features in the AEM.
First, DAM in Adobe is now called Adobe Experience Manager Assets.
Managing digital assets can be a tedious process and the time lag involved delays web site launch. Too often assets are not integrated into social media channels consistently.
Assets range from the Creative Cloud to the Marketing Clou [read] Keywords: facebook
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Adobe Summit: Testing & Targeting Simplified with Adobe Target
Tue, Mar 25th 2014 5:12p Michael Porter Daniel Hopkins, a Senior Consultant of Digital Strategy and Optimization regaled us with stories about how we could use Adobe Target.
Have you ever wondered why optimizing your web site is sub-optimal? Why is it so hard?
Quote: Simplicity is the ultimate representation (Leonardo DaVinci
Uncomplicate the Process
Optimization: To make the best or most effective use of a situation, opportunity, or resource.
There are lots of pieces to the puzzle. It’s things like culture, training, gov [read] Keywords: consulting
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Enterprise Architecture Case Study – City of Austin
Tue, Mar 25th 2014 4:12p Brendon Jones Rob Byrd the Chief Architect at the City of Austin, gave his insights into running an enterprise architecture practice at a largish, and rapidly growing, US city.
Information Technology departments are unable to keep pace with the business needs (demand) for enterprise-wide capabilities.
Capability: People, processes and technology
The City of Austin wants to be the best managed city (in the world), not only the “Live Music Capital of the World“.
Need for interface
Data
Quote: Get [read] Keywords: enterprise
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Adobe Summit: Open Architecture in the Marketing Cloud
Tue, Mar 25th 2014 3:12p Michael Porter Adobe is spending a lot of time and effort integrating all the products in the Marketing Cloud. Paulo Mottadelli, Sr. Manager of Marketing Cloud Product Management walks us through it.
Why does open architecture matter? 10% of the features are used by 90% of the users while many features are only used by only a few users. He never answered but I assume that an open architecture allows you to cover more features.
Open Architecture
Think about how the web was designed 30 years ago. Think o [read] Keywords: application
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Adobe Summit: Building a social listening program with Adobe Social
Tue, Mar 25th 2014 1:12p Mark Polly I made it to Adobe Summit 2014 and my first session is How to build a social program using Adobe Social. This is a technical session presented by Carmen Sutter, Adobe’s Product Manager for Adobe Social and Greg Greenstreet VP Engineering at Gnip.
550 million tweets were sent in one day. Yet, there is almost no organization to those tweets. You can’t easily go find tweets about your brand, posted by your employees etc. Add in Facebook, Instagram, Google+ and others you can see that m [read] Keywords: facebook
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Adobe Summit: Campaign, CrossChannel Marketing in a Digital World
Tue, Mar 25th 2014 1:12p Michael Porter Patrick Tripp and Stephane Bline presented on Adobe Campaign (formerly Neolane)
They started off with a video on key information you know about customers like:
bought 5 concert tickets
is a season ticket holder
opened but did not click season renewal
How he bought his tickets
2 at the door
3 online
Definition: Cross-Channel marketing is about understanding the preference of the consumer and determining how you can engage with them.
Adobe Campaign brings the data together to deliver a person [read] Keywords: email
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Ignore the Future State and derive Business Value now
Tue, Mar 25th 2014 12:12p Brendon Jones At last weeks Texas EnterpriseArchitecture Summit in Austin, Kirk Da Costa, Assistant VP of Enterprise and Solution Architecture at PNC Financial Services discussed his views on optimizing business value from shared Technology platforms and projects.
Key points include:
taking a different perspective
focusing our limited effort and resources on achieving optimal real world results
Focus on realizing transformational value
Use Business Architecture to:
Engage business leaders in architecture [read] Keywords: applications
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Adobe Summit: Keynote Mobile, Audi, Sephora
Tue, Mar 25th 2014 11:11a Michael Porter Mobile
The Marketing Cloud will support mobile app assets. It’s part of the unified digital assets services within the cloud.
This new functionality lets you connect Phone Gap apps to the apps that are in the Marketing Cloud
Showed the list of Audi apps
Showed the Audi car configurator app which allowed the presenter to download and install the app directly to his phone. Note: this was an app in production.
This process used to take days to get a dev app to someone’s phones
S [read] Keywords: facebook
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Adobe Summit: Keynote with Yancey Strickler
Tue, Mar 25th 2014 11:11a Michael Porter Why do people support Kickstarter with over $1 billion pledge
People are amazing
Ideas are the future
We are all capable of creating incredible things
You see a huge community of people who are trying to shape the world. Here are a few things that have happened over the past five years.
Veronica Mars
It had a huge Rob Thomas and Kristen Bell tried to get it going on Kickstarter. Ten hours later, they raised $2Million. They ultimately raised $6 Million. Hollywood said no and fans said yes [read] Keywords: community
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Adobe Summit: Keynote
Tue, Mar 25th 2014 10:12a Michael Porter I’m here with a variety of Perficient folks from our User Experience and Adobe practices. Their message this year is:
Digital has reinvented marketing. Summit helps marketers reinvent themselves. Join us and get the innovative strategies, expert insights, and hands-on experience you need to thrive in a world where everything is digital.
Which isn’t bad considering how much I see changing in the consumer world and Adobe’s focus there.
Brad Rencher, Senior VP of Digital Marketi [read] Keywords: collaboration
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Adobe Summit: Keynote REI and Adobe Campaign Updates
Tue, Mar 25th 2014 10:12a Michael Porter Brad Brown, Senior VP REI Digital
It’s amazing how much has changed over time. REI is trying to get users online to have a similar to a real and personal experience they might have at an REI store. REI has a deep loyalty database which can help create a better experience.
What are you doing?
Back to basics
Have a new order system
Implemented search and promote in February. Want to help customers find the products, information, and technical advice
Mobile goes mainstream. Almost over [read] Keywords: database
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Marketecting the enterprise?
Mon, Mar 24th 2014 7:12p Brendon Jones At the Association of Enterprise Architecture Summit in Austin, Texas last week, John Zachman was the speaker of honor. For those unfamiliar with his work he is the leading proponent of Enterprise Architecture, and I don’t mean that in the marketing sense where all companies are the leading in “blah blah blah”. As a career IBM’er, he is considered by many to be the founder of the modern craft with The Zachman Framework for Enterprise Architecture, although he refers to it as an The Enter [read] Keywords: ibm
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GMail integration with Eloqua, Salesforce and more
Mon, Mar 24th 2014 6:12a Mark Polly We keep hearing about the death of email – social media was going to kill email, spam was going to kill email, etc, etc. if you search Google for “email death”, you will find hundreds of articles predicting and espousing the death of email. As a side note, this even goes back 10 years: The Death of EMail by John Dvorak.
And still EMail continues to thrive, especially in business. The Radicati Group, in Email Statistics Report, 2013-2017 says that email accounts will grow by 1 B [read] Keywords: email
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The Personalization Problem Web Sites Have
Thu, Mar 20th 2014 1:11p Michael Porter It’s official. Most web sites that use an ad service of any kind have a personalization problem. It’s a serious one in this evolving world of consumer expectations. It’s making some large ad companies a lot of money but at the expense of their customers who do ad buys and expect some sort of smart results. Given the huge amount of data available, I’m sometimes surprised more companies aren’t leveraging it. But before I get deeper into the problem, let me show [read] Keywords: traveler
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Liferay Marketplace Adds eCommerce
Tue, Mar 18th 2014 10:12a Michael Porter Liferay today announced that the Marketplace they launched in 2012 has new ecommerce features. By this they mean that you can buy and sell apps. The store lets you:
Sellers
Select a license term with perpetual or non-perpetual
Offer support services
Define your pricing structure which can include bundles and discounts
Price the app based on the Liferay instance (e.g. the actual installation of Liferay on site)
Monitor your app sales performance
See transaction history
Buyers
Define person [read] Keywords: community
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Prehistoric marketing in the Age of the Customer
Wed, Mar 12th 2014 6:12p Brendon Jones Today I was reviewing a Forrester webinar replay, called “The Age of the Customer: Becoming Customer Obsessed”, and later in the afternoon I checked by physical mail box, and found a post card depicting beautiful swimming pools that I may wish to purchase from Reliant Pools. What struck me was the incongruence between this advertisement and what Forrester was promoting. I live in an apartment community in central Texas, and every apartment community I’ve visited in the region [read] Keywords: community
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Perficient Receives Award for Search Deployment Excellence
Tue, Mar 11th 2014 4:13p Beth Martin Last week our Google Search Appliance practice team attended the Google Global Partner Summit in San Francisco, CA with over 600 fellow partners worldwide. In addition, more than 200 Google employees were there to present, facilitate, or answer questions and provide their view on the future of Google Enterprise and the technologies they are creating.
Themes that emerged from the conference:
For the second consecutive year, Perficient was awarded Google Enterprise Search North American Deployme [read] Keywords: community
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My 4 days in the Desert with Adobe — Part 2
Fri, Mar 7th 2014 7:12a Eric Herman As I mentioned in my last blog post, the time I spent in the desert with Adobe at the sales conference was incredibly valuable. As the best of breed digital platform, three key themes resonated with me and want to take the opportunity to delve a little deeper into the benefits of the adobe partnership and how it impacts the work we do for clients.
One of the first things I learned is that Adobe has grown tremendously over the past few years and has really cemented its place as the leader in digi [read] Keywords: development
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Facebook Introduces New Campaign Structure
Thu, Mar 6th 2014 1:12p Mark Polly Facebook has been hailed and maligned at the same time for its advertisement features. On one hand, Facebook ads promise to reach large, targeted audiences with your message. On the other hand, Facebook ad reach is a black box that only Facebook controls. In a previous post, Why Facebook is Failing Marketers, my colleague Michael Porter wrote about Facebook ads reaching only 16% of a company’s fans.
I don’t know if the New Facebook Campaign Structure that Facebook is rolling [read] Keywords: facebook
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Has the Knowledge Worker finally arrived?
Tue, Mar 4th 2014 10:14a Brendon Jones IBM has a fantastic explainer video this succiently explains what a connected knowledge worker (to borrow from the late Peter Drucker) is. Check it out. [read] Keywords: ibm
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My 4 Days in the Desert with Adobe – Part 1
Fri, Feb 28th 2014 12:12p Eric Herman In mid-December, I attended the Adobe Worldwide Sales Conference in Las Vegas. It’s a time when Adobe invites its entire sales organization – along with Adobe’s key partners – to discuss the past year’s performance, celebrate the major sales successes, and layout the company’s sales and product strategies for the next year.
As Forrester & Gartner’s leader in Web Content Management, Adobe certainly has much to discuss and no lack of thought leadership within the Digital Marketin [read] Keywords:
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A Primer on CMO, CIO Collaboration
Thu, Feb 27th 2014 8:11a Michael Porter Tom Wentworth at CMSWiRE has a short but very interesting article on collaboration between the Chief Marketing Office and the Chief Information Officer. He engages you at the beginning with the reasons why the two roles are blurring. I personally of one CIO who also wears the CMO hat.
…today’s marketers have a required skillset that often overlaps with that of the CIO, who has traditionally managed and maintained a company’s IT infrastructure. For that reason, CMOs are becoming int [read] Keywords: collaboration
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Cool Mobile Infographic
Wed, Feb 26th 2014 5:12a Michael Porter Thanks to the Marketing Tech Blog for a reference to a cool “Future of Mobile” info graphic by Three. It’s UK focused but still a nice summary of mobile. I especially like the internet use via mobile devices now and in 2025. Click to get to the entire info graphic. [read] Keywords: mobile
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IBM Buys Cloudant Cloud Database
Wed, Feb 26th 2014 5:12a Michael Porter I’ve ranted a couple times about the gaping hole that is database in the cloud. I say that not because I don’t like Azure’s cloud service in SQL Server or Amazon’s db service. I say it because on premise solutions that run on a database don’t have an easy way to migrate to the cloud without putting up a machine image to be the database. That’s a waste of resource and a waste of money. It also makes it harder and more expensive to achieve high availabilit [read] Keywords: ibm
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What’s The Difference Between Beacons and Geofencing
Tue, Feb 25th 2014 5:12a Michael Porter Thanks for John Spyers for pointing this out to me. I’ve heard a lot lately about the “contextual” experience. By that I mean, an up to the minute completely personalized experience based on more than just what a company knows about you. Now you can take into account all of the usual items like how good a customer they are, do they have a shipment on the way, and did they just call customer service. You can add to that things like, where are they and do they have a rese [read] Keywords: mobile
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What Does SoftLayer Mean for IBM?
Tue, Feb 25th 2014 5:12a Michael Porter So I’m not the cloud guy within Perficient but let’s face it, everything I see within my portal, web content, social, and marketing automation world has some cloud component. Let me give you some examples:
We see more and more requests to host IBM Portal and IBM WCM on an easy to manage external entity. Perficient uses a partner, Blue Iron because they stand up actual working instances of software and support more than just the base OS.
Sitecore has a Sitecore Azure option which [read] Keywords: ibm
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5 Signs of A PC Exodus
Mon, Feb 24th 2014 6:12a Michael Porter CRN has an article on five signs of a PC exodus. Given all the stats we’ve seen on the dominance of mobile, I’m not surprised. Here are a couple mobile stats to consider before I list the five signs.
And now the list: (Go to the CRN article to get more in depth information)
Sony’s sell-off
Is LG leaving?
Asus’ smartphone shift
Acer’s executive shakeup
Samsung dumping desktops? [read] Keywords: mobile
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Oracle Merging It’s Marketing Cloud Into Tighter Knit Suite
Mon, Feb 24th 2014 6:11a Michael Porter As anyone who has followed the Digital Marketing world knows, Oracle bought Eloqua, Responsys, and Compendium. They all form the Oracle Marketing cloud although they haven’t gone through a lot of integration. Oracle announced some information on the alignment of product release cycles and other updates. PC World has an article about it.
Oracle is trying to differentiate itself from the pack on a number of fronts, according to Stetic. One is the “openness of our platform,” he said.
Or [read] Keywords: collaboration
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Frost & Sullivan Report on Marketing Automation Industry
Tue, Feb 18th 2014 8:12a Mark Polly CMSWire has an article that talks about a new report from Frost & Sullivan about the Marketing Automation industry. The report author said market revenues in 2013 were about $550 million and will grow to $1.9 billion by 2020. That’s a nice growth rate.
Three vendors accounted for 80% of the market activity in 2013: Eloqua, Silverpop and Marketo. I’ve blogged before about all the changes in the market with new entrants, mergers, and acquisitions, so 2014 will be interesting.
Se [read] Keywords:
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Social Media Week 14 kicks off in New York
Mon, Feb 17th 2014 9:11a Brendon Jones This looks like a promising event, with many interesting speakers from Microsoft and Google, as well as the media industry such as Don Steele of Comedy Central. We won’t be there this year, perhaps in the future. It looks like on to watch in the Social engagement space. [read] Keywords: google
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SharePoint migrations may cause consternation
Sun, Feb 16th 2014 9:10a Brendon Jones When migrating to SharePoint 2013 older assets may need serious modification to gain from the benefits of the new, lightweight, fast, and fluid user interface. These benefits come from new CSS styles, themes, and master pages.
Thus, you must re-create your custom branding by using the new styles, themes, or master pages available in SharePoint 2013, and then apply the newly re-created design to the upgraded site collection.
You can read more about the details from a Microsoft support article w [read] Keywords: css
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Multifaceted Search using IBM Web Content Manager
Thu, Jan 30th 2014 7:11a Mark Polly Maria Rauba from Asponte presented how she implemented a multifaceted search using IBM Web Content Manager in Portal. Faceted search is an often requested feature and is not something that comes out of the box in WCM. Components used:
Custom JSP
Custom Search Seedlist
WCM Search component
Custom Javascript
The HTML Form contains the custom JSP used to render the checkboxes for the faceted search. The search component is placed on the HTML form to show the results of the search. When th [read] Keywords: ibm
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IBM Connect: Tufts Health Plan -Creating a World Class Experience
Wed, Jan 29th 2014 2:12p Michael Porter Bill Pappalardo and Tim Reilly spoke about the work they’ve done with a portal at Tufts Health Plan.
About Tufts
They are the second largest health care plans in MA with over one million members. They are ranked by NCQA one of the top health plans for the past nine years. As part of this:
Provide services for three areas
Commercial membership
Medicare membership
Medicaid membership
Partner with Cigna to provide services for multi-state employers
Expanded coverage to Rhode Island in 200 [read] Keywords: collaboration
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Healthcare Portals: 5 Core Needs for a Great Experience
Wed, Jan 29th 2014 1:11p Michael Porter Mark Polly (@markapolly) and I (@porteronportal) presented here at IBM Connect on Healthcare Portals. It’s a huge subject so we chose to focus on 5 things you absolutely must do when interacting with your consumers, patients, or members. Here’s the slideshare. [read] Keywords: ibm
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Successfully Piloting Social Business Software
Wed, Jan 29th 2014 10:11a Mark Polly Rob Novak and Mac Guidera presented tips on how to make a pilot in social software successful. First why pilot? A pilot is critical to success because it provides for an experimental trial on a small scale for the future change that you anticipate.A well run pilot reduces the risk of large scale failure and improves chances of strategic success. You only have to look at the roll out of the Healthcare.gov website in October 2012 to see how a large scale failure can happen.
What are key compon [read] Keywords: collaboration
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Infusing Social into Digital Experiences
Wed, Jan 29th 2014 9:16a Mark Polly Adding social capabilities to your digital experience site can bring some nice benefits. One benefit that is often overlooked is the multiplier effect of social sharing. If you can can get people to promote your brand or product, you can reach larger audiences and save advertising costs as well. A single “Like” on your product page can translate into millions of people seeing that someone they know endorses you.
IBM spoke about combining WebSphere Portal and IBM Connections into [read] Keywords: connections
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IBM Connect: Is My Data Secure In The Cloud
Wed, Jan 29th 2014 9:16a Michael Porter Setting it all up
Who are we trying to secure against?
Think of millions of people and thousands of companies in hundreds of countries
Who?
Script Kiddies
Hackers/Thieves
Industrial Espionage
Terrorist
Most aren’t trying to protect themselves from state agencies. They have vast intercept networks and the capability to break through most security
Here’s the risk
A hack means your users or potential users know longer trust you or your data
Data leakage, corruption, deletion etc [read] Keywords: admin
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Optimizing Experiences Using IBM TeaLeaf
Tue, Jan 28th 2014 4:11p Mark Polly IBM Tealeaf is a tool that can help you optimize customer experiences with your website. Here are a couple of examples of where Tealeaf can be used:
A customer has an issue with the website and calls your service center for help. Rather than have the customer relive the poor experience, Tealeaf allows the CSR to see what happened and take corrective action.
Customers are not responding to your marketing offers. They get part-way through the desired interaction, but don’t finish. U [read] Keywords: ibm
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Enchanting IBM Digital Experience with IBM Enterprise Market Management
Tue, Jan 28th 2014 3:12p Mark Polly We’ve blogged a lot about integrating marketing with portal and we’d content sites. IBM has been working hard to provide better integration between their products, including Enterprise Marketing Management and IBM Digital Experience.
IBM demoed three scenarios. The first was a marketer setting up a cross sell site and integrate it with a campaign. On the site they have a landing page and an accounts page. The campaign’s goal is to get marketing offers onto the accounts page. T [read] Keywords: ibm
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Be a Successful Social Business in a Highly Regulated Industry
Tue, Jan 28th 2014 10:12a Mark Polly Just because you are in a highly regulated industry doesn’t mean you can’t also be highly social. You just have to be more careful about how you do it.
At IBM Connect, TD Ameritrade and IBM shared how they made became a social business despite all the regulations and compliance issues. TD Ameritrade used IBM Connections as the basis of their social business platform, but they also integrated back end systems, gamification, and micro applications.
The first major decision was to f [read] Keywords: connections
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IBM Connect: Going Deeper Into The Activity Stream
Mon, Jan 27th 2014 12:12p Michael Porter Mikkeel Heisterberg presented on a deeper dive into Connections Activity Stream. The Activity Stream in social represents a tool with high potential to make interaction easier and to get into what is most important to you. This session focused on what it is and how to interact with it. It was a pretty technical session but eye opening in terms of what you can do in the stream and how you can get external events into your social network.
What is the activity stream in Connections / SmartClo [read] Keywords: connections
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IBM Connect Actiance
Mon, Jan 27th 2014 8:11a Michael Porter Actiance provides a variety of governance tools in what they call the governance platforms. They announced the next version.
Alcatraz, the first context aware archive
Cloud based
Uses Watson analytics
captures all the social interactions in any internal and external location. (facebook, twitter, linked in)
captures emails
Puts the data in one location and then gives you access to that data.
Intriguing thoughts on governance going from a mandatory legal ediscovery need to a valuable tool. P [read] Keywords: ibm
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IBM Connect: Keynote Guest Speaker: Seth Meyers
Mon, Jan 27th 2014 7:15a Michael Porter Connect opened up with the band American Authors. Great opening. Jay Baer is the guest MC. He’s a pretty funny guy.
Seth Meyers is the keynote speaker. He’s a funnier guy and soon to start the Late Night show.
How they hire comedy writers has changed. They never hire anyone without looking at twitter and getting at least a years worth of their jokes. “It’s completely democratized the way they hire” His main writer curates a list of people who are funny. [read] Keywords: ibm
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IBM Connect: Vision and Direction
Mon, Jan 27th 2014 7:15a Michael Porter Craig Hayman, General Manager for Industry Cloud solutions came on after Seth Meyers. (Not as funny)
Energizing Life’s Work is the theme of the conference. Relevant because customer experience, work experience, and Kenexa’s talent management suite all relate to it.
There is a stark difference between work and “our life’s work” The latter harnesses creativity for your passions…….which may not include work. From IBM’s C-Suite study, CEO̵ [read] Keywords: ibm
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IBM Connect: Helping CMO’s Improve a Customer Digital Experience
Sun, Jan 26th 2014 10:11a Michael Porter One of the sessions at the business partner day was on how to help the digital experience. It’s more oriented to the services side but had some nice nuggets. Let me start with some stats
Here’s the day in the life of a digital marker
Launch a new site with recommendations / personalization
See what’s working and what’s not with digital analytics
Use that info and other info to target the right content to each visitor segment
Identify and remedy any c [read] Keywords: ibm
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The Future of Enterprise Computing
Sun, Jan 26th 2014 9:10a Michael Porter Here at IBM’s Connect Conference, we get to hear a lot about trends and where social is headed. Geoffrey Moore spoke about the future of Enterprise Computing. The new worlds is:
Built in the Cloud
Social
Search
Apps
Analytics
Mobile
Big Data
All this is driven by the fact that consumer IT set the bar. These consumer driven organizations create deeply engaging, empower, collaborative solutions. Systems of Engagement are the new focus. When it all comes together, the productivity [read] Keywords: collaboration
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IBM introduces new features for SmartCloud for Social Business
Tue, Jan 14th 2014 10:11p Brendon Jones On Monday (13th December 2014) IBM released an update to SmartCloud for Social Business with a focus on improving the Meetings and Chat User Interface. The new capabilities are available to SmartCloud Engage and SmartCloud Connections subscribers.
The simplified interface is intended to be consistent across rich clients, browsers and mobile applications.
Some highlights include:
A new modern look to meetings
The ability to drag files from your computer directly into a meeting
The Mac client for [read] Keywords: connections
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Kudos introduces innovative Kudos Boards for IBM Connections
Sun, Jan 12th 2014 9:11a Mark Polly Kudos is best known for providing add-ons to IBM Connections that help with and encourage adoption of the social media platform. Kudos Badges is a gamification system that includes missions, rewards, ranking and leaderboards.
Just ahead of IBM Connect 2014, Kudos has announced a new product called Kudos Boards. Boards is targeted at the Activities feature of IBM Connections. Activities is a key project management feature that allows teams to create tasks, share content, track progress, and so o [read] Keywords: connections
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IBM WebSphere Portal adds enhanced marketing features
Thu, Jan 9th 2014 6:14p Mark Polly Almost one year ago at IBM Connect 2013, IBM showed some advanced marketing integration with IBM WebSphere Portal. The demos showed marketers easily customizing portal pages with targeted content based on market segmentation. Some of the features demo’d last year have slowly crept into the product.
Today, though, IBM announced a much better integration between WebSphere Portal and IBM’s Enterprise Marketing Management (EMM) products. Through EMM products, marketers can cre [read] Keywords: collaboration
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Perficient’s Top 5 Portals and Social Business Blog Posts of 2013
Mon, Dec 30th 2013 11:11a Sharon Suchoval It’s been a busy year for our Portals and Social Business bloggers with changes in the space happening daily. With so much information to absorb, we thought we’d narrow it down for you to our five most popular posts of the year, in no particular order.
Is SharePoint 2013 Good for External Websites – Mark Polly
A question that we hear a lot is, “Can SharePoint be used for public websites?” The short answer is yes, but there are both pros and cons that need to be eval [read] Keywords: ibm
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Oracle Expands Marketing Software Portfolio: Buys Responsys
Fri, Dec 20th 2013 9:21a Mark Polly Today Oracle announced they are acquiring Responsys, a leading B2C cloud-based marketing system. This acquisition is part of Oracle’s strategy in becoming an end-to-end player in the rapidly expanding customer experience space.
Earlier this year Oracle purchased Eloqua, a B2B marketing platform. By combining Responsys and Eloqua, Oracle says, “for the first time CMOs across industries will be equipped to drive exceptional customer experiences across marketing interactions and through [read] Keywords: oracle
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Social Business Patterns help enterprises engage stakeholders
Wed, Dec 18th 2013 4:10p Brendon Jones IBM has an interesting white paper out discussing Social Business Patterns. Before I highlight the white paper, I would like to briefly explain what a pattern is, and why they are useful. The Cambridge Dictionary defines a pattern as: “a particular way in which something usually happens or is done”, and so a “business pattern” may be defined as a common approach to addressing a recurring business problem.
IBM’s Social Business Patterns aim to represent a “repe [read] Keywords: collaboration
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CMO and CIO Need to Work Together
Mon, Dec 9th 2013 11:12a Mark Polly We’ve been reading and commenting about CMOs and CIOs lately (for example, see Is There a Blurring Line Between CIO and CMO?). With the maturing of Customer Experience Platforms (CXP or CXM) and Marketing Automation, the interplay between marketing and technology is rapidly growing.
Virginia Backaitis published today at CMSWire an article titled Hey CMO! Hey CIO! Work Together or Lose Everything. She argues, as we have done here at Perficient, that CMOs and CIOs need to be in lockstep w [read] Keywords:
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What is your response to Digital Disruptors?
Fri, Dec 6th 2013 8:11p Brendon Jones James McQuivey, an analyst at Forrester, discusses the concept of Digital Disruption, and has a book out by the same name. It’s also available in the Kindle Lending Library. I’ve not read it yet, but will post a review in the next few weeks. However the gist of the concept is that the traditional corporate view was that only a few very large companies had the budgets to bring a few disruptive offerings to market. Since around 2010, and the dawn of the “Age of the Customer̶ [read] Keywords: exchange
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HootSuite connecting to IBM Connections
Thu, Dec 5th 2013 9:16a Mark Polly One of the challenges with managing social media is getting your message out to the many, many social platforms, such as Facebook, Twitter, Google+, Pinterest, etc. I wrote recently how I use IFTTT to send blog post announcements to various sites from our WordPress blog. Companies like HootSuite have created platforms that solve this particular problem. So using HootSuite and others, we can easily publish and manage content across lots of social platforms.
However, none of these platforms [read] Keywords: connections
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Turns Out Companies Are Investing in Social Media
Wed, Dec 4th 2013 12:14p Michael Porter Google’s Wildfire commissioned a study on the How Brands Staff and Budget With Social. It’s far too long for me to replicate but here’s a couple nuggets:
There’s a lesson here and it’s that social media has become a defacto part of corporate life and interactions with customers. See the whole info graphic here. [read] Keywords: enterprise
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Re-energising the retail banking experience
Mon, Nov 25th 2013 11:15a Brendon Jones According to the McKinsey Quarterly, consumer-facing financial services, such as retail-banking, social technologies can help improve service delivery, reduce costs, and enhance the customer experience.
“Consumers are increasingly open to using these channels for easier, more transparent interactions with their financial institutions. New processes are surfacing across a sector often typified by organizational complexity, siloed personnel, and fragmented processes that stymie collaborat [read] Keywords: administration
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Dreamforce: Move Marketing from a Cost Center to a Profit Center
Fri, Nov 22nd 2013 8:15a Mark Polly Well Dreamforce 13 was a whirlwind and I’m glad to be home. The final session I attended was delivered by Sungard’s VP of Marketing, Christine Nurnberger. While the title of the session said something about Marketing Metrics and ROI, it really was about how Ms Nurnberger transformed Sungard’s marketing efforts over the last 18 months. While I was hoping to learn what metrics she used and how she calculated their ROI, I took away more important information than that.
My [read] Keywords: network
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Dreamforce: Developing for Google Glass
Thu, Nov 21st 2013 12:15p Michael Porter Maximiliano Firtman, author of the O’Reilly book, “jQuery Mobile” presented on some basics around development. It was less a look at the development tools and more a look at the options for development and the paradigm you take into account. He’s a a “Google Explorer” and has a chance to muck around with the Glasses for a bit.
Wearable Devices
It’s not the Get Smart phone shoe as a phone. It’s about a variety of tools like Google Glass, Sony [read] Keywords: apple
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Sitecore enhances CEM platform with Commerce Server acquisition
Wed, Nov 20th 2013 9:18p Brendon Jones Today Sitecore announced it acquired commerceserver.net. The “acquisition lays the foundation for the industry’s first .NET based, enterprise-grade Customer Experience Management (CXM) platform with a native, fully integrated e-commerce engine.”
According to Sitecore, “the integration of e-commerce functionality with Sitecore’s leading experience platform allows marketers to truly own the experience they deliver to every customer or prospect that engages with their brand, c [read] Keywords: application
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Dreamforce: ExactTarget Marketing Cloud Social Roadmap
Wed, Nov 20th 2013 6:18p Mark Polly Patrick Stokes, VP for Product Management at Salesforce provided highlights of the social roadmap for their Marketing Cloud. The following are the four areas that are the focus of the roadmap:
Publsih
Engage
Listen
Advertise
The social tools in the Marketing Cloud include Radian 6, Buddy Media and Social.com. These tools are integrated with ExactTarget to provide an overall platform for marketing. As an example, they are tying Social Advertising available through Social.com into the Jour [read] Keywords: facebook
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Dreamforce: Marketing Technology Landscape
Wed, Nov 20th 2013 2:18p Mark Polly Brian Andersen (LUMA Partners) and Robin Bordoli (Marketo) gave a great presentation on the Marketing Technology Landscape. This area is to broad to get into details in one hour, so they presented an overview of the market and then suggested the following three tactics to cope with the vast amount of change going on:
Accept that buyers are in control – it used to be that the buyers contacted the seller well in advance of a sale and the sales team took over to convert that buyer into a c [read] Keywords: network
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Dreamforce: YAHOO! CEO Marissa Mayer Keynote
Tue, Nov 19th 2013 7:18p Michael Porter They started off with a video of Leviev Diamonds and how they use Saleforce. The following interview includes a story about a diamond heist. They used the data in Salesforce to document the loss to the police.
Mark Benioff also interviewed the CEO’s of Men’s Warehouse and Whole Foods. Honestly, that’s quite the list of CEO’s to come to a tech conference. It includes the CEO’s of HP, YAHOO!, Leviev Diamonds, Facebook, Men’s Warehouse, and Whole Foods. [read] Keywords: community
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Dreamforce: Managing Social Conversations with Buddy Media
Tue, Nov 19th 2013 5:18p Mark Polly Barbara Meskin from Jim Beam presented how that brand learned how to engage customers through social media on a global scale. The journey that she decribed included the following steps over two years, although these things were not done linearly all the time:
Social Audit – here they had to figure out what they had and how social media was used across the world. They found 28 Facebook pages, all with inconsistent message, inconsistent branding and multiple personalities
Stakeholder Al [read] Keywords: facebook
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Dreamforce: Building Apps for the ExactTarget Marketing Platform
Tue, Nov 19th 2013 3:18p Michael Porter Exact Target can be put into broad categories
Integration: Data is important. You need to get the data from a variety of sources. Apps allow you to do that.
Automation: You can automate a number of tasks and make even complicated sets of tasks part of a new app within the platform
Application: cool widgets that do specific things
One app takes engagement data and puts it on a geographical map. (ok, that’s a cool app and yet another example of visualization)
Demo
Many Apps can be fou [read] Keywords: application
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Dreamforce: Building Custom Mobile Self-Service Apps
Tue, Nov 19th 2013 3:18p Michael Porter As you can see from the Salesforce keynote, Mobile is extremely important to them and to customers.
Why Mobile Self-Service
Mobile devices are ubiquitous. Q4 was the inflection point where more phones and tablets exist than pc’s and laptops.
Study: Frost and Sullivan analysis show that users already use mobile devices for a wide ranges of activities.
Three examples of great mobile self-service apps:
Geico
Take picture of the accident
take down license and insurance info
Home Depot
N [read] Keywords: application
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Dreamforce Keynote
Tue, Nov 19th 2013 1:18p Michael Porter While Dreamforce started on Monday, the Keynote kicked off today. Huey Lewis and the News kicked it off after a great children’s charity video. Mark Benioff started by thanking everyone and speaking about why we are all really here, to help others. ”Philanthropy is the biggest rush.”
135,000 people registered to attend the event. (include free registrants for Expo and keynotes)
Over 25 customers brought over 50 attendees each
Marissa Meyer, CEO of Yahoo, will speak at [read] Keywords: admin
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Dreamforce: Service Cloud
Tue, Nov 19th 2013 12:18p Mark Polly I mentioned Salesforce 1 in a previous post, a new platform to run Salesforce on mobile devices. Service Cloud is also being enabled for Salesforce 1, so you can run Service Cloud applications on mobile devices. Salesforce demonstrated how Philips embedded Service Cloud into an ultrasound machine. When a technician has trouble with the ultrasound machine, she can hit a support button and the device will log events into Service Cloud and connect to the Philips support center. The support [read] Keywords: applications
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Dreamforce: Marc Benioff Keynote and Salesforce 1
Tue, Nov 19th 2013 12:18p Mark Polly Marc Benioff’s keynote is the first session today at Dreamforce13. Marc and Co-Founder Parker Harris spent time this morning highlighting features and applications that are going to be available on the Salesforce platform in the “future”. Parker made a dramatic entrance dressed in a “Back to the Future” professor costume, so he showed a bunch of new mobile applications running on Salesforce, including a new mobile Administration interface.
Coming this spring, th [read] Keywords: administration
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Dreamforce: Understanding the Power of Content
Mon, Nov 18th 2013 6:24p Mark Polly I attended a panel discussion on the power of content in your marketing efforts. The panelist agreed that content is really important, but it is becoming clear that lots of content is more important than spectacular content. Content like white papers or blog posts take a lot of time to put together, so you may not be able to have a lot of white papers or blog posts. Ideally you want to create different content for your personas, different content for where the reader is in the sales funnel [read] Keywords: facebook
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Dreamforce: Mobile Community Web Sites In Site.com
Mon, Nov 18th 2013 5:24p Michael Porter Site.com has been touted as an easy way to create a portal, do simple content management, and otherwise extend your salesforce investment but still make things look good. Mobile has become a key requirement for almost any technology and anyone who can cut down the typical +30% cost to add mobile will gain in the marketplace.
They started out explaining a couple concepts like responsive design, html5, and various javascript libraries to get you there.
Site.com goals:
Agility
Mobile
Social
CRM
[read] Keywords: rich text
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Dreamforce: Crack the Code on Social Selling
Mon, Nov 18th 2013 4:24p Michael Porter So I’ve always been interested in how you sell social given that so many have problems in defining it. Hence my interest in this session on social selling. People from Salesforce, Sales Benchmark Index, Pandora, Linkedin, and others brought this session. Note also that social has officially matured that people now focus on the selling aspect of social rather than social in general. If this was a gartners expectations map, we would have just gotten past the trough of disappointment.
[read] Keywords: blogging
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Dreamforce: Social Media in Regulated Industries
Mon, Nov 18th 2013 3:24p Mark Polly We had a panel discussion today on the use of Social Media in Regulated Industries. We focused on Healthcare and Life Sciences, but the same info applies across the industry landscape. In regulated industries, social media is especially scary because conversations can be negative, can involve complex subjects and can involve regulatory compliance issues. For example, if you are a pharmaceutical and you blog about a product, the FDA might need to approve your content. If a patient talks a [read] Keywords: agent
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Dreamforce 13: Email Marketing with ExactTarget Marketing Cloud
Mon, Nov 18th 2013 12:24p Mark Polly This week I’m at Dreamforce13 put on by Salesforce.com. Salesforce has been making a strong push into the Portal and Social space in the last several years. Bryan Wade, ExactTarget Vice President of Email Products highlighted the features in the ExactTarget Marketing Cloud.
When we talk about customer experience, marketing has been playing an increasingly important role in digital experiences. Marketers want to use digital platforms for campaigns and that typically starts with a variety of [read] Keywords: email
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Dreamforce: Emerging Trends
Mon, Nov 18th 2013 11:25a Michael Porter Peter Schwartz, the mind behind Minority Report, War Games, and Sneakers; spoke on five emerging trends. He is also Saleforce SVP Strategic Planning. His opening statement pushes, “Tomorrow looks nothing like today.”
The world of hyper connectivity is bringing every thing together in a new ecosystem. We are creating a new world that is connected in ways we’ve never seen before.
The Process
Printing press, telephone, and television represent the natural trend of technologies [read] Keywords: wiki
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How Not To Do a Print to Digital Marketing Campaign
Sun, Nov 17th 2013 4:20p Brendon Jones Last week on the MARTA in Atlanta, Georgia I sat next to a poster advertising business courses at Herzing University. Having never heard of it, I looked it up to find that it is a for-profit establishment, as opposed to a traditional research university, which may in-part explain the approach they took.
This poster advertises a number of products and services provided by Herzing University, though it is not always clear what is meant by the terms:
Business and MBA
Single parent
Flexibility
A [read] Keywords: iphone
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9: A Patient Portal Is Mobile
Wed, Nov 13th 2013 7:12a Michael Porter For all you keeping track of my previous posts, you can find a list here.
To anyone with a smart phone (over 50% and climbing) or a tablet, stating that a patient portal is mobile is like saying that the sky is blue. Of course it’s mobile. Why wouldn’t it be. a very large portion of potential users will use that channel. However, if you look at a wide range of vendors who provide “out of the box” patient portals, you see a large majority who claim mobile support b [read] Keywords: desktop
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8: A Patient Portal Is Sticky
Tue, Nov 12th 2013 5:11a Michael Porter To see all the other posts, visit the main What Is A Patient Portal post.
In many ways, “stickiness” can be seen as a composite of everything else I’ve defined in all the patient portal posts. It merits it’s own post because getting a patient to the site and having them return multiple times represents the ultimate goal. For hospitals though, this also represents the main challenge. Let’s face it, we don’t usually think our local hospital if we have any [read] Keywords: google
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Hashtags for Cancer
Wed, Nov 6th 2013 8:11a Mark Polly Over on Symplur.com, Dr. Michael Katz talks about connected health care. In this blog post, Hashtags in Cancer Care: Embedding Meaning in Digital Health, he proposes a more formal set (“ontology”) of hashtags for cancer information. While hashtags have traditionally been a means of spontaneously organizing Twitter tweets, I think Dr. Katz’s idea has a lot of merit. Let me explain why I think this.
Dr. Katz points out that many of his patients are reluctant to search th [read] Keywords: facebook
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Maybe the Worst Blog Post Ever on Harvard Business Review
Tue, Nov 5th 2013 7:12a Mark Polly Its been several days now since I first saw this blog post on the Harvard Business Review site. At first I wanted to enter a comment, but I felt my reaction may have been too visceral and I would have said something stupid. I also thought that a small comment would not do my thoughts justice. But everyday that has passed since then, I haven’t been able to get it out of my head. So I’m writing a blog post today to refute it and hopefully move on.
I’m delaying providing the [read] Keywords: atlantic
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