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Realising the potential: think CXM not CMS
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2. Submit any questions in the GoToWebinar questions box, and we’ll
attempt to answer them during the Q&A at the end of the presentation
3. Tweet us @Sitecore to share your thoughts on today’s presentation!
Webinar details
Empower organisations to build the effective meaningful relationships that win customers for life.
© 2001-2016 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 4
Sitecore at a glance
WEBSITES BRANDS EMPLOYEES
PARTNERS DEVELOPERS COUNTRIES
Charles Bell Head of Sales Engineering at Sitecore UK
• 18 years of post-graduate experience in
delivering web solutions
• Experience of enterprise-scale Sitecore
implementations with companies like
HSBC and Maersk Line
• Joined Sitecore in January 2017 as Head
of Sales Engineering
© 2001-2016 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 6
Timeline: CMS vs CXM
6
Understanding the benefits of a CXM platform
© 2001-2016 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 8
CXM platforms break down technology barriers
Manual processes to manage content
No customer-centric view across channels
Siloed tools designed for only one channel
Poor support of campaign management and optimisation
No or few localisation/multilingual capabilities
Start making an organisational shift now
Why do I need to make an organisational shift?
Cluttered technical landscape
Competing technologies/ teams
Is best of breed fiction?
© 2001-2016 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 13
Adding content
Managing content & basic personalisation
Advanced personalization & cross-channel CRM integration
Real-time CXM, A/B & multivariate testing.
Organisational Maturity Curve
Recognising the importance of integration and collaboration
© 2001-2016 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 15
Integration and collaboration
© 2001-2016 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 16
Experience profiles
Optimising the experience to optimise results
© 2001-2016 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 18
Are you confusing insight with outcomes?
Rethinking how you measure marketing performance
© 2001-2016 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 20
Rethink how you measure marketing performance
© 2001-2016 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 21
Visual Reporting Aids Optimisation
© 2001-2016 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 22
Visual Reporting and Actionable Analytics
The keyword is FUTUREPROOF
24
Top takeaways for a CXM business case
We want make our existing content work harder
We want to define our content strategy in terms of our experience strategy
We have limited marketing resources and want to upskill quickly
We don’t want our marketing capability tied to our IT capability
We want immediately actionable insight, not data for data’s sake
The ability to connect with our CRM keeps our single customer view intact across all channels
Q&APlease place your questions in the GoToWebinar toolbar
Thank you
To find out more, or organise a demo
please contact our speaker Charles
Bell at [email protected]
OR
download our CXM eBook here:
http://siteco.re/2tXmcyQ