Pereion Solutions Blog

Greg Jackman

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IBM Digital Analytics Benchmark Provides Online Customer Insights

Posted by Greg Jackman

Tue, Nov 25, 2014 @ 08:11 AM

It's difficult enough to gather analytic data about your own customers and their journey on your website. But when it comes to understanding your digital customers, you also need to understand them in the context of what is going on in the industry and how your site or sites compare to the marketplace. IBM Digital Analytics Benchmark reporting provides insights on the broader market this holiday season by pulling digital analytic data from key dates for over 1,000 retail websites in the United States, Australia, and United Kingdom.

IBM ExperienceOne’s IBM Digital Analytics Benchmark Hub provides digital marketers with real-time, cloud-based retail data and analysis. This includes special alerts on Thanksgiving, Black Friday and Cyber Monday.

Here are some interesting metrics based on online shopping metrics from this past weekend, Alert: Early bird shoppers stuffed their checkout carts last weekend on shopping transactions from Saturday, 11/22 - Sunday, 11/23: 

  • Online sales were up 18.7% over the same two-day period in 2013.
  • Mobile traffic accounted for 48.8% of all online traffic, an increase of 24.4% YoY.
  • Desktop traffic accounted for 51.2% of all online traffic and 73.4% of all online sales. More money was spent on desktops than mobile.
  • The hottest retail category right now is Home Goods with weekend total online sales growth 20% over 2013.


One of the primary features of this hub is the IBM ExperienceOne Benchmark Live. This online sales tools tracks real-time, industry analytics this holiday season such as:
  • Online traffic
  • Average order value
  • Conversion rate
  • Average page views per session
  • Bounce rate
  • Shopping cart abandonment

Click on the button below to use IBM ExperienceOne Benchmark Live to see how your customer analytics compare and rank amongst the industry's averages:


IBM ExperienceOne Benchmark Live

 

In addition to the live benchmark analytic data and the alerts on key dates, the IBM Digital Analytics Benchmark Hub provides additional tools, reports, and news feeds for digital analytics reporting this holiday season. You’ll learn about customer/digital analytics stories that build loyalty and drive revenue, so you’re able to better understand your own customers and improve your customer engagement and conversion rates. In this hub, you’re also able to customize and download resources that give you access to online shopping trends.

I recommend you download the 10 Customer Analytics Success Stories That Deliver Results ebook containing the stories of how 10 clients used customer insights to deliver a personalized, real-time brand experience that engaged their customers, and increased conversions and revenue. These are great examples of best practices and will help you to plan ahead and optimize your customer experiences to keep pace with competition, especially during the holiday season.

For fun, check out The Lost Ones, a satirical video on how IBM Tealeaf can help you improve your online customer experience and avoid cart abandonment issues.

Take advantage of the IBM Digital Analytics Benchmark data, it will provide additional insights beyond your own digital analytics. If you would like to discuss how to apply the Digital Analytic Benchmark data to your business, please feel free to leave a comment below or you can also contact us at slperry@pereion.com.

Topics: Marketing Analytics, Customer Experience Management, IBM Tealeaf, IBM ExperienceOne, Digital Marketing Optimization, IBM Digital Analytics

How to Use Tealeaf Technology to Optimize your Website Redesign

Posted by Greg Jackman

Wed, Nov 19, 2014 @ 08:11 AM

IBM Tealeaf software provides critical customer experience data so you’re able to make the best decisions possible throughout your entire website redesign process.

imgres resized 600

In IBM’s whitepaper, Drive Site Redesign Success, they discuss nine use cases, in which IBM Tealeaf works to prevent and resolve costly failures before, during, and after a website redesign. You’re able to use IBM Tealeaf to:


  1. Efficiently identify and resolve post-launch problems
  2. Cut site stabilization times through issue prioritization
  3. Validate A/B test results
  4. Proactively monitor your new site moving forward
  5. Capture real-world customer experience data for research
  6. Thoroughly benchmark the business performance of your old and new sites
  7. Improve quality assurance and development with best test scripts
  8. Make User Acceptance Testing (UAT) more effective
  9. Prioritize future projects according to business impact 

 

One of the most significant advantages IBM Tealeaf brings to a website redesign is the ability to quickly identify, isolate, and prioritize as many issues as possible as you launch a new website or website upgrade.


No new website launch will ever be flawless. Websites today are simply too complex to foresee every single issue. IBM Tealeaf technology provides a tool to quickly isolate areas of customer struggle. With any redesign project there is the potential for page errors or issues in deploying new business processes. Gaining both awareness and visibility to those issues is critical to providing a quick resolution.

With IBM Tealeaf’s visual replay functionality, you’re able to identify and visualize difficult issues that you weren't able to catch during the testing phase. You're able to diagnose the problem accurately and prioritize the issues that need to be addressed.

As a leader in customer experience management, IBM Tealeaf technology finds, prioritizes and repairs your website issues before they’re able to have a negative impact on your business. Based on proactive discovery and analysis of your customer experience, IBM Tealeaf solutions fully integrate into your website redesign lifecycle, especially during the post-launch stabilization period. You’re able to focus not just on reactive problem resolution, but on proactive discovery with alert capabilities and analysis of customer experience issues. You’re not only able to capture actual behavior, but capture scenarios that would otherwise be unpredictable and difficult to find.

Site Redesign Lifecycle:

Many organizations use IBM Tealeaf throughout the entire site redesign lifecycle. The unique insights Tealeaf analytics provide offers significant benefits in each of the 5 lifecycle phases:

 

image2 resized 600

 


  1. Plan/Design & Development: Real-world and benchmarking data, without page tagging, to conduct research
  2. Test/Quality Assurance: Convert real customer sessions into future test scenarios
  3. Soft Launch: A/B testing of new site features to evaluate why certain variables performed well or poorly
  4. Post Launch: Quickly identify and solve site issues, mitigate risk, justify website redesign investments, and prioritize future enhancements

 

After launch, you can use IBM Tealeaf solutions to establish a set of Key Performance Indicators (KPIs) that are useful to decide where on your site you need to invest more time and money. KPI’s can be used for benchmarking your new site as well, without the hassle and inconvenience of tagging and waiting months for results.

 

IBM Tealeaf provides the tools needed to avoid website redesign failure.

Awareness:

With IBM Tealeaf technology, organizations have the qualitative and quantitative data to lessen the risks involved with site changes. IBM Tealeaf allows you to be aware of a range of problems before they damper your customer’s experience on your new site. Some common problems during a website redesign that Tealeaf analytics draws attention to are:

  • Broken links or functionalities
  • Navigation issues
  • Server configuration issues

Visibility:

One of the best reasons to invest in IBM Tealeaf before your new website launch is the level of visibility it provides into your customers’ online behavior so you’re able to identify and resolve issues quickly, giving you the opportunity to make better website optimization decisions. Tealeaf software records and captures all your customer’s interactions in real-time across your entire website. Its replay functionality enables you to gather the quantitative and qualitative data (with no page tagging) to solve the issues and evaluate the business impact site obstacles have on your online business. Without Tealeaf’s replay capability, customer behavior would be difficult to reproduce and fix, and may lead to premature diagnoses and more costs. Some of the high-level benefits of implementing IBM Tealeaf before your new website launches are: 

  • Investing your resources where they can make the greatest improvement and impact
  • Dramatically reducing the time required for site stabilization
  • Increasing conversion rates and decreasing customer complaints
  • Improving top and bottom line results 

 

For more on how IBM Tealeaf optimizes your website redesign project, including customer case studies, please download the IBM whitepaper, Drive Site Redesign Success.

IBM Tealeaf Website Redesign

If you would like to discuss how to utilize IBM Tealeaf on your website redesign project, please feel free to leave a comment below. You can also contact us directly, by sending an email to slperry@pereion.com.

Topics: Tealeaf Software, IBM Tealeaf, tealeaf web analytics, Tealeaf best practices, tealeaf analytics, IBM Tealeaf Partner, Tealeaf technology, Tealeaf IBM, Tealeaf partner

What’s New with the Latest Release of IBM Tealeaf cxLifecyle?

Posted by Greg Jackman

Mon, Nov 10, 2014 @ 08:11 AM

In October, IBM released a few new enhancement features for cxLifecycle that were developed to give users a more complete understanding of their entire customer journey. Users of this IBM Tealeaf modules are now able to: 

  1. Build milestones, or conversion events, that allow marketers to measure the time and sessions it took for customers who advance through the customer purchase lifecycle
  2. Promptly react to non-migrators (potential customers who abandon the purchase lifecycle)
  3. Easily import or export Tealeaf and cxLifecycle segments, with one click, for replay and/or conversion analysis
  4. Build reports in cxLifecycle with imported segments
  5. Open imported segments into Tealeaf session lists
  6. Have expanded support for mobile devices

For those not familiar, IBM Tealeaf cxLifecycle is an analytics reporting system designed to provide extensive cross-session visitor and segment level analysis in an IBM Tealeaf session.

The key enhancements revolve around the milestones in cxLifecycle that provide more powerful, and well-rounded, insight into your customer experience. To further define, milestones are conversion events that compound to define a customer’s full conversion lifecycle.

cxLifecycle now allows the user to identify and react to those customers who are progressing from one milestone to the next, and those who don’t. With non-migrators, you’ll be able to understand where and why they abandoned. cxLifecycle users are now able to diagnose, classify, target, and plan their interactions with non-migrators.

You’re also able to see beyond single-sessions and metrics to other web analytics tools to discover areas where customers struggle, and areas where they thrive. cxLifecycle now sets specific goals designed to reduce the time it takes for a customers to reach a milestone, giving you the ability to evaluate their effectiveness on your marketing strategy.

With cxLifecycle’s ad-hoc reporting, customer lifecycle analysis and visualization, tag management, and data syndication (DDX), Tealeaf users are able to optimize their Tealeaf web analytics. With this Tealeaf technology, you’re able to run qualitative and quantitative analytics, from one tool, to drive more effective customer interactions. cxLifeCycle also allows you to measure long-term, customer lifecycle conversion analysis across multiple channels and devices. With cxLifecycle, users are given the tools to find and quantify trends and anomalies that influences conversion rates. The ability to implement advanced customer analysis of issues found through Tealeaf session replays is also a useful feature of adding cxLifecycle to your Tealeaf software.

 

5 cxLifecycle Benefits:

  1. Enables the insight gained from Tealeaf to be analyzed in a cross-session, cross-device context
  2. Combine data to uncover which marketing campaigns, channels and tactics succeeded or failed, with added insight into why
  3. Use customer replay analysis to fix critical, costly customer experience gaps, and measure the results on those same customers
  4. Surface unique, actionable, and frequent insights on the customers’ journeys across conversion milestones
  5. Data syndication (DDX), enterprise-class tag management, easily displaces costly Tealeaf competitors

With these new features of IBM Tealeaf cxLifecycle, you’re able to gain valuable insight from the combination of qualitative and quantitative analytics. This data can be used for extensive ad-hoc analysis, segmentation, and conversion analysis.

For more on how cxLifecycle adds value to your Tealeaf technology, please download this IBM Whitepaper, and request a quote or free consultation with us if you’d like:

IBM Tealeaf cxLifecycle Whitepaper OR Request a Quote or Free Consultation

Or if you have any questions or remarks, please feel free to leave a comment below.

You can also contact us directly, by sending an email to slperry@pereion.com.

Topics: Pereion Solutions, Customer Experience Management, Tealeaf Software, IBM Tealeaf, Tealeaf competitors, tealeaf web analytics, tealeaf analytics, IBM ExperienceOne, IBM Tealeaf Partner, Tealeaf technology, Tealeaf IBM, Tealeaf partner

Customer Experience Win-Win: IBM Tealeaf & SiteSpect in the Cloud

Posted by Greg Jackman

Mon, Oct 27, 2014 @ 08:10 AM

SiteSpect appeals to companies that recognize the value of testing every aspect of the web and mobile customer experience, so you can rapidly test, target, and optimize your website.

IBM Tealeaf appeals to companies that value unprecedented visibility into web and mobile customer experience, so they can quickly identify, analyze, and resolve customer issues.

Now you can get both solutions implemented together in the cloud for those companies truly committed to optimizing all aspects of their digital customer experience.

sitespect tealeaf cloud on blue resized 600

Wait…Tealeaf in the Cloud? Yes!

IBM Tealeaf is historically implemented in a traditional model, by acquiring software licenses, hardware, and implementation services; then implementing in your data center and hiring people to manage the infrastructure and the application. Now you have the opportunity to implement Tealeaf in a private cloud outside your data center, leverage certified Tealeaf resources, and shift the majority of your costs to a monthly operational expense.  

As a business partner of IBM and SiteSpect, Pereion Solutions provides you with a Tealeaf private cloud hosted in the SiteSpect data center combined with the Tealeaf services you need.  

1+1=3…The Key Benefits include:

  • The premium digital testing solution you receive with SiteSpect
  • Identification & elimination of customer experience issues via Tealeaf
  • Single integrated network implementation, reducing the potential for network latency issues
  • Complete visibility of customer experience across various test scenarios
  • Shifting the upfront capital investments to monthly operational costs
  • Reduce in-house resources to manage infrastructure & applications

Ultimately, increased conversion rates and revenue growth are the real benefits of implementing SiteSpect and IBM Tealeaf. With this integrated solution, you're able to achieve that in a more efficient and effective approach.

Sounds great! How do I learn more about SiteSpect?

SiteSpect is a digital optimization provider that allows companies to test everything on their sites without Javascript tags. You’re able to test as many content variations as you wish, and track any sequence of conversion behavior. SiteSpect is a premier provider of A/B & Multivariate testing services.

What makes IBM Tealeaf unique?

Advanced customer behavior analysis from Tealeaf's session reply and search functions. With these IBM Tealeaf resources, you're able to learn how Tealeaf software delivers Customer Experience Management (CEM) insight into actual customer experiences first-hand, giving you the opportunity for fast customer issue resolution.

 

What's the next step?

To learn more about implementing IBM Tealeaf in the SiteSpect cloud, please click on the button below to request a free consultation with us.

Implement IBM Tealeaf with SiteSpect Cloud

Pereion Logo Pereion Solutions Blog

Topics: Pereion Solutions, Customer Experience Management, Tealeaf Software, Tealeaf competitors, tealeaf web analytics, Tealeaf cloud, tealeaf analytics, IBM Tealeaf Partner, Tealeaf technology, Tealeaf IBM, Tealeaf partner

IBM ExperienceOne Forums Highlight Tealeaf Best Practices

Posted by Greg Jackman

Tue, Oct 21, 2014 @ 08:10 AM

Pereion Solutions recently sponsored two IBM ExperienceOne Customer Forums, one in San Francisco and one in Boston. Both events included robust discussions on Customer Analytics and specifically best practices in leveraging IBM Tealeaf to help companies improve digital customer experience across web and mobile.

IBM ExperienceOne Customer Forums image2 resized 600

Karen He, a Product Manager for IBM Tealeaf just wrote an IBM SmarterCommerce post about marketing optimization and customer experience best practices: Enhancing customer engagements through customer experience best practices based on these customer events. In the blog, she discusses our conversations around IBM Customer Analytics and Tealeaf, including Pereion’s partnership with SiteSpect, a premier provider of an A/B and Multivariate testing platform. This partnership includes a private cloud implementation of IBM Tealeaf with the SiteSpect Cloud platform. To learn more about this offering, please click here.

During both IBM ExperienceOne forums, there were presentations and discussions on Tealeaf Best Practices, including a Tealeaf Maturity Model on Best Practices from initial implementation through advanced use cases as well as sessions on Tealeaf CX Mobile Best Practices and Call Center Best Practices. The sessions included:

  • Best Practices in Identifying and Resolving Customer Struggle with IBM Tealeaf
  • Delivering Superior Mobile Customer Experience: Demonstration Showing How Leading Companies are Improving their Mobile Apps with IBM Tealeaf
  • Tealeaf in the Call Center: Reduce Costs and Improve Customer Satisfaction

 

IBM Tealeaf Maturity Model

For existing Tealeaf software users, IBM presented a maturity model of best practices to improve the customer journey, and maximize Tealeaf’s potential. The model highlighted the following steps:

  • Customer Experience Investigation
  • Monitoring Known Issues
  • Monitoring Site Processes
  • Measuring Customer Experience Key Performance Indicators
  • Advanced Business Impact Analysis
  • Voice of Customer Investigation

 

IBM Tealeaf CX Mobile Best Practices

The Tealeaf CX Mobile solution captures, stores and analyzes the customer experience to optimize your mobile channel giving your customers the power of Tealeaf’s customer experience management solutions for mobile websites. This includes the following Tealeaf CX Mobile capabilities:

  • Capturing user data for mobile websites to obtain complete mobile visibility.
  • Developing an early warning system to discover mobile application failures and usability issues, leading to unsuccessful transactions and cart abandonments.
  • Real-time drag and drop analysis of the mobile user’s behavior to quantify business impact and segmentation.
  • Identify errors in customers’ mobile sessions with ad hoc discovery and segmentation without tags.

 

Call Center Best Practices with IBM Tealeaf

How many customers contact your call center when experiencing an obstacle on your website? How long does it usually take to accurately understand the issue and identify the actual problem? Tealeaf software streamlines these business processes for your call center. Tealeaf’s best practices for customer service optimization in the call center include:

  • Offering instant customer session access to call center agents to walk through customer sessions, increasing customer service effectiveness.
  • Protecting online customer interactions records to resolve customer disputes quickly and accurately.
  • Providing online self-service options that reduce calls to the contact center, decreasing costs, and optimizing web and mobile channels.
  • Training your customers about online processes to avoid future calls, decreasing costs.

 

For a thorough analysis of the potential benefits of IBM Tealeaf for your business and a discussion about Tealeaf best practices in improving Customer Experience Management please click on the button below.

IBM Tealeaf Business Assessment 

To learn more about Tealeaf software, click on the "What is IBM Tealeaf" button below.

 

Pereion Logo   IBM Tealeaf   Pereion Solutions Blog

Topics: Pereion Solutions, Marketing Analytics, IBM Mobile Customer Engagement, Customer Experience Management, Tealeaf Software, IBM Tealeaf, Tealeaf competitors, tealeaf web analytics, Tealeaf best practices, tealeaf analytics, IBM ExperienceOne, IBM Tealeaf Partner, Tealeaf technology, Tealeaf IBM, IBM Tealeaf CX Mobile, IBM Tealeaf Call Center

Jumpstart Your IBM Digital Analytics Capabilities With IBM Tealeaf

Posted by Greg Jackman

Wed, Sep 24, 2014 @ 08:09 AM

As an IBM Digital Analytics customer you have great web analytics and metrics on web and mobile website traffic, so why should you evaluate IBM Tealeaf?

IBM Tealeaf has the ability to provide a tremendous ROI for companies looking to improve their online customer experience. A Forrester Economic Impact study, Total Economic Impact: Building a ROI for Qualified Prospects to Quantify the Tealeaf Value Proposition, estimated the ROI to be 512% with a payback of 2.6 months.1 The real value of IBM Tealeaf web analytics is that you’re able to gain qualitative insight into understanding why your customers behave the way they do. You can combine that information with the quantitative metrics you receive from IBM Digital Analytics. You will have the ability to quickly identify customer struggle, visualize the issues your customers may be encountering, and optimize your online business processes.

So how do you get started in IBM Tealeaf to optimize your business processes, reduce complexity for your customers, and improve productivity? Pick your most critical process and get started. The heart of this jumpstart offering is that we will work with you to identify a single business process that is critical to your web and mobile presence, such as:

  • Checkout
  • Search & Browse
  • Registration
  • Policy Quotes

The key is to focus on creating events for each step in the business process. By mapping out each step of your process, you can breakdown and see where each customer may have struggled. By segmenting these customer sessions and replaying key elements of these sessions you can identify the critical issues and build plans to fix any breakdowns in customer experience that are causing customer struggle. IBM Tealeaf goes beyond the capabilities of traditional web analytics to show you exactly who did what, when, how, so you can visualize the real issues across the entire customer interaction.

In addition, Tealeaf has extensive digital analytic reporting that you’re able to develop and link directly to a customer’s critical processes. You’re able to utilize a combination of Alerts, Key Performance Indicators, Top Mover reports and Business Process Scorecards to give you a complete view of your digital customer experience. Ultimately, Tealeaf enables you to:

  • Increase your customer retention and conversion rates
  • Generate more revenue with more successful transactions
  • Provide a positive customer experience
  • Gain full visibility into customer struggle without interrupting customer behavior or site performance with tagging
  • Resolve system issues and customer obstacles

While IBM Tealeaf works with other web analytics solutions as well, we are focused on making it easy for IBM Digital Analytics customers to get started. We have packaged a “jumpstart” offering to enable you to get started with IBM Tealeaf and focus on your most critical online process. This jumpstart offering includes:

  • IBM Tealeaf Software (including CX, cxImpact, cxView modules)
  • Hardware Infrastructure
  • Tealeaf Implementation Services
  • Tealeaf Integration with IBM Digital Analytics
  • Initial setup for one business process

Click below to see the great savings you'd receive by getting started with IBM Tealeaf this year. This offering provides significant discounts on the IBM Tealeaf software, for existing IBM Digital Analytics customers, and includes everything you need to get started enabling you to get an immediate payback on your investment!2

Jumpstart Your IBM Digital Analytics Solution with IBM Tealeaf

To learn more about Tealeaf software, click on the "What is IBM Tealeaf" button below.

To contact us directly, please send an email to slperry@pereion.com.

 

Pereion Logo IBM Tealeaf Pereion Solutions Blog

 
1 Total Economic Impact: Building a ROI for Qualified Prospects to quantify the Tealeaf Value Proposition, IBM Corporation, 2012.
2Only existing IBM Digital Analytics customers are eligible for this offering and must be pre-approved by Pereion Solutions and IBM. Pereion reserves the unconditional right to determine customer eligibility.

Topics: Pereion Solutions, Marketing Analytics, Customer Experience Management, Tealeaf Software, IBM Tealeaf, Tealeaf competitors, tealeaf web analytics, Tealeaf best practices, Marketing Technology, tealeaf analytics, IBM ExperienceOne, IBM Tealeaf Partner, Tealeaf technology, Tealeaf IBM, IBM Enterprise Marketing Management, Digital Marketing Optimization, IBM Digital Analytics

Pereion is a Partner Sponsor of IBM ExperienceOne Customer Forums

Posted by Greg Jackman

Tue, Sep 16, 2014 @ 09:09 AM

Pereion Solutions will be a partner sponsor at two IBM ExperienceOne customer forums: Boston and San Francisco. These complementary forums will feature IBM product demonstrations and best practices for IBM Tealeaf, IBM Digital Analytics, Mobile, and Omni-Channel Marketing. IBM customers will also be delivering use case presentations to share their experiences and provide additional insight.  

We are very excited to participate in these IBM ExperienceOne forums. Each day will consist of hands-on learning, network, and strategic insight, all focusing on deepening your customer engagement. The dates and locations of the two forums are:

1. San Francisco - Thursday, October 9, 2014:
    Sir Francis Drake, a Kimpton Hotel

    450 Powell Street
    San Francisco, CA 94108

2. Boston - Thursday, October 16, 2014:
    Metro Meeting Center
    101 Federal Street, 4th Floor
    Boston, MA 02110

The agenda for these forums is as follows:

8:30-9:00 - Welcome Breakfast & Registration
9:00-10:00 – Keynote: The Road Ahead ExperienceOne
10:00-10:45 – Guest Speaker
10:45-11:00 – Break
11:00-12:00 – Tracks:

             1. Omni-Channel Marketing
             2. Real-time Personalization
             3. Customer Analytics

12:00-1:00 – Lunch
1:00-2:00 – Solution Speed Dating & Technology Updates
2:00-2:30 – IBM Business Partner Product Demos/IBM ExperienceOne Demos
2:30-2:45 – Break
2:45-4:45 – Customer Presentations: Customer Analytics & Omni-Channel
4:45-5:00 – IBM ExperienceOne News & Events
5:00-6:00 – Networking Cocktail Reception/Demos

Pereion Solutions is an Advanced IBM Business Partner delivering IBM ExperienceOne solutions, including IBM Tealeaf and IBM Digital Analytics. As an IBM Tealeaf business partner, we provide you with IBM Tealeaf best practices, event modeling, and analyst services customized to help optimize your digital customer experience. The combination of IBM Tealeaf with IBM Digital Analytics provides you truly unique capabilities to understand the what and why of web and mobile customer engagement.

We will be previewing a new capability at the IBM ExperienceOne Customer Forums that enables clients of IBM Tealeaf and SiteSpect optimization platform to run IBM Tealeaf alongside their SiteSpect Cloud implementation. SiteSpect provides the leading digital optimization platform that enables online businesses to test everything on their websites, without JavaScript tags. This joint implementation capability will truly allow customers to optimize conversion rates and digital customer experience.

We hope to see you at one of these IBM ExperienceOne customer forums!

The registration links are as follows:

IBM ExperienceOne Forum - San Francisco

IBM ExperienceOne Customer Forum - Boston

To learn more about what the IBM ExperienceOne portfolio offers, please feel free to visit our IBM Tealeaf page with a video clip on Customer Experience Management with IBM Tealeaf. You can also download our Digital Marketing Optimization – Customer Engagement Solutions solution brief:

 

Digital Marketing Optimization & Customer Engagement Solution Brief

 

To contact us directly, please send an email to slperry@pereion.com.

 

Pereion Logo Marketing Analytics & Optimization LinkedIn Showcase Page Pereion Solutions Blog

Topics: Pereion Solutions, Marketing Analytics, Customer Experience Management, Tealeaf Software, IBM Tealeaf, Tealeaf competitors, tealeaf web analytics, Tealeaf best practices, tealeaf analytics, IBM ExperienceOne, IBM Tealeaf Partner, Tealeaf technology, Tealeaf IBM, IBM Digital Analytics

Marketing Plays the Leadership Role in Customer Experience Management

Posted by Greg Jackman

Wed, Aug 27, 2014 @ 07:08 AM

Leading marketing companies are leveraging marketing technology and customer analytics, so that they can play a leadership role in improving customer experience management. Improving customer experience touches many parts of an organization and marketing has a critical role to play.

In the IBM State of Marketing 20131 survey, IBM investigated what the most successful companies are doing from a marketing perspective to keep pace with shifting customer channel preferences. They recommended following these three strategies to enhance the quality of your digital customer experience management:

  1. Integrate & Act on Customer Context:  Understand the context of customer interaction and have the ability to respond accordingly.
  • Adjust real-time offers based on context
  • Use optimization technology across all channels
  • Integrate inbound/outbound and online/offline
  • Systematically Use Customer Insights: Marketing leaders use technology to develop customer insights and act on them in a consistent basis.
    • Conduct analysis of customer insight to discovery causes of problems
    • Apply advanced analytics to determine media spend
    • Detect transaction struggles and take action accordingly
  • Understand the Broader View of Customer Experience: Successful digital marketers recognize the basis and full scope of their customer engagement, so use analytics to drive your actions and create customer relationships that grow and strengthen over time.
    • Track commitments from service interactions
    • Identify and fill execution gaps in brand promise
    • Track customer lifetime value

    The most successful businesses are able to focus on customer engagement by seamlessly integrating across all channels.

    Utilizing tightly integrated cross-channel marketing technology will provide the foundation to improve customer experience management. Customer insight becomes the catalyst for managing and taking action to improve customer experience. Even for marketing leaders integration challenges remain, like integrating across social and mobile channels. The reward for companies that are able to address these challenges is a demonstrablly higher financial return. 

    With the proper digital marketing technology, you'll be able to evaluate the quality of a customer experience with real metrics. These numbers can be analyzed systematically to determine a monetary value for each of your customer engagements. Ask yourself:

    • How well is my business converting customer interactions?
    • What are the obstacles to purchases and detractors from customer experience?
    • Can we identify and target customers that have abandoned online transactions?
    • Do I have customer analytics that provide a view across the customer lifecycle?

    In the end, the highest performing businesses have a clear view of their end goal. To them, marketing is more than a series of individual sales. It’s an influence, and a responsibility that goes beyond the sales cycle. With cross-channel marketing technology, it brings all your channels and interactions together to deliver a superior, end-to-end customer experience. Digital marketing done effectively will translate into a better experience for the customer, and increase revenue for your business.

    For more information on how marketing technology can enable a better customer experience, please download the IBM Whitepaper: How Marketing is Taking Charge: Leading the Customer Experience:

    IBM Whitepaper: How Marketing is Taking Charge: Leading the Customer Experience

    To learn about IBM Tealeaf Customer Experience Management offerings, please see:

    IBM Tealeaf 

    To contact us directly, please send an email to slperry@pereion.com.

     

    Pereion Logo Marketing Analytics & Optimization LinkedIn Showcase Page Pereion Solutions Blog

    1The State of Marketing 2013, IBM's Global Survey of Marketers, 2013.

    Topics: Pereion Solutions, Marketing Analytics, Customer Experience Management, Tealeaf Software, IBM Tealeaf, Marketing Technology, tealeaf analytics, IBM Tealeaf Partner, Digital Marketing Optimization

    Pereion Solutions Becomes IBM Advanced ExperienceOne Business Partner

    Posted by Greg Jackman

    Tue, Aug 12, 2014 @ 08:08 AM

    Pereion Solutions recently qualified as an IBM Advanced Business Partner based on our expanded certifications to sell and support the IBM ExperienceOne portfolio, including: 

    • Digital Analytics
    • Tealeaf Customer Experience Management
    • Mobile Customer Engagement
    • Silverpop Marketing Platform

     

    IBM Advanced Business Partner 

     

    We are continuing to invest in skills, resources, and capabilities around the IBM Tealeaf and Digital Analytics offerings. Pereion Solutions is also now certified as an IBM SaaS Solution Provider, so that we’re able to fully support customers with IBM SaaS based deployments as well as on premise. 

    With the tighter integration of IBM Digital Analytics and Tealeaf that IBM announced this year, we are able to provide a comprehensive set of customer analytic capabilities to clients ranging from standard digital analytics, to improving customer experience by addressing customer challenges in completing online business processes or transactions.

    As a Tealeaf business partner we play several roles for clients, including Tealeaf business analyst or Tealeaf integrator. We’re able to leverage products like cxLifecycle which help integrate a longer view of customer engagement and provide a more integrated view of digital or mobile analytics with greater visibility into online customer experience.

    Our focus is on helping clients understand key online business process or transactions, then setting up the correct level of event reporting and analysis that will allow you to identify and improve the key website or mobile inhibitors customers may encounter. 

     

    Need Help with IBM Tealeaf and IBM Digital Analytics?

    We’re dedicated to assisting clients fully exploit IBM Tealeaf and IBM Digital Analytics, including implementing IBM Tealeaf and IBM Digital Analytics, as well as enabling Tealeaf business analysis and IBM Digital Analytic reporting.

    If you’re interested in learning more about Tealeaf and Tealeaf best practices, please read the blog: 12 Best Practices to Improve Customer Experience with IBM Tealeaf.

    To find out more on IBM Tealeaf Customer Experience Management offerings see our IBM Tealeaf page and IBM Tealeaf Resources page.

    To contact us directly, please send an email to slperry@pereion.com.

     

     

    Topics: Pereion Solutions, Marketing Analytics, Customer Experience Management, Tealeaf Software, IBM Tealeaf, Tealeaf competitors, tealeaf web analytics, Coremetrics, Tealeaf best practices, tealeaf analytics, IBM ExperienceOne, IBM Tealeaf Partner, Tealeaf technology, Tealeaf IBM, Digital Marketing Optimization, IBM Digital Analytics

    Four Themes from the MassTLC Channel Marketing ROI Seminar

    Posted by Greg Jackman

    Wed, Aug 6, 2014 @ 11:08 AM

    Last week, MassTLC held the Sales & Marketing Seminar: Channel Marketing ROI to share some of channel marketing’s best practices. With the panel of sales and marketing executives from reputable companies, four themes emerged:  

     

    1. Partner Recruitment: Segment the Partner Community & Know Your Target. Do you understand the DNA of the partners you are recruiting? Have you differentiated your business from a channel perspective?
    2. Content Marketing: Establishing Thought Leadership. "Marketing in a box" doesn't work.  Do you have high value content they utilize?
    3. Marketing Planning & Execution: Build Individualized Plans with Your Partners. Work with your committed partners on their marketing plans in a flexible and collaborative way.
    4. Management System: It’s Possible to Build a Repeatable Process with Consistent Outcomes. What key performance indicators should you focus on as you develop your management plan?

     

    I had the opportunity to moderate the Mass TLC panel discussion. To read our guest post on the MassTLC blog that covers the entire event, including more information on these four areas, please visit the Mass TLC Blog.

     

    Who is MassTLC?
    Massachusetts Technology Leadership Council is a technology association and network of tech industry leaders focused on accelerating innovation through active communities and events to support workforce development. With a membership of over 550 companies, MassTLC provides industry-leading content and a visible platform for companies and individuals looking to influence and grow their technology businesses.

    If you would like to talk about this event, these channel marketing themes, or your specific channel marketing challenges, please contact us directly at slperry@pereion.com.

    We offer a Channel Readiness Assessment to help companies identify the gap areas they need to work on to improve their channel sales performance.  Click below to learn more about Channel Readiness Assessments.  

    Channel Readiness Assessment eBook

     

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    Topics: Pereion Solutions, Channel Management, Channel Consulting Services, Channel Marketing, Channel Sales, Channel Readiness, Partner Enablement, Partner Advocacy Marketing, Partner Sales Enablement, Partner Recruitment

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    This blog provides insight and tips on Customer Experience Analytics, especially in the usage of Watson Customer Experience Analytics (WCXA) and Tealeaf software to optimize web and mobile experience.

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