In recent years, as customer experience management (CEM / CXM) and web experience management (WEM) have begun stealing focus from garden-variety web content management (WCM), the teams involved with WCM technology are seeing ever more use cases for the integration of enterprise customer relationship management (CRM) systems and WCM systems. CRM/WCM integration is of increasingly [...]

Tuesday, November 29, 2011 – Gilbane Conference – Boston:  There’s no question when you attend a workshop with Scott Liewehr of Outsell’s Gilbane Services and Robert Rose, co-author with Joe Pulizzi of the book “Managing Content Marketing,” that you’re going to learn a lot and have a good time. Tuesday’s three-hour workshop for web content [...]

There’s more to a localized website than text translation. It only takes one serious complaint from a frustrated potential customer who couldn’t reach the company through a U.S.-only toll-free number to bring that fact into painful reality. Here are a few best practices for going beyond simple translation to the preparation of websites that really [...]

The emergence of mobile and multi-channel marketing has fueled the fire around customer experience management (CEM or, as dubbed by Forrester, CXM), but especially web experience management (WEM). There’s zero debate as to whether or not engaging and retaining the attention of potential and existing customers is worth doing—it’s a matter of survival in this [...]

In May 2011 a new privacy law came into effect across the European Union (EU), which states that cookies may only be used by website owners with the end-user’s consent. In other words, if you use cookies, then in most cases you need to ask visitors for their permission to do so. This has a [...]

Marketers know better than most what a roiling sea of buzzwords and acronyms we traverse on our messaging and lead-generation campaigns in the digital marketing age. So keeping up with the latest, seemingly relevant terms, trends, and concepts can be practically a full-time job.  Take “Web 3.0” for instance. It’s nearly impossible to find or [...]