Tag Archives: Customer Experience

How Skype’s 2017 Redesign Failed the User

How Skype’s 2017 Redesign Failed the User

Skype has once again been making the news, following Microsoft’s Aug. 31 announcement that a redesign was coming, roughly a year after the last one. A look at the decisions and events that led Microsoft to change course with Skype offers a product design object lesson.

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Adobe Acquires Marketo, Gartner Names CRM Lead Management Leaders, More News

Adobe Acquires Marketo, Gartner Names CRM Lead Management Leaders, More News

Adobe has agreed to acquired Marketo for $4.75 billion in a digital customer experience software mega deal that confirms rumors first published last week. Adobe made the announcement Thursday afternoon in a press release. The move combines software from two of the major players in digital experience software

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How to Ensure Your Product Roadmap Embraces Facts, Not Fallacy

How to Ensure Your Product Roadmap Embraces Facts, Not Fallacy

It’s autumn. For a lot of folks, that means it’s football season. For product teams, it’s planning-for-next-year-and-product-roadmap season. Now’s a good time to remind ourselves to beware the Next Feature Fallacy and avoid falling into a moral panic when we inevitably reach a plateau in adoption and growth.

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What’s the Difference Between a CRM and a CDP? And Why You Should Care

What's the Difference Between a CRM and a CDP? And Why You Should Care

Customer relationship management (CRM) and customer data platform (CDP) systems are two of the major marketing and sales technology systems that collect and manage customer data. The Customer Data Platform market will reach $3.3 billion by 2023, according to a study from MarketsandMarkets (fee required). Meanwhile, worldwide CRM software revenue reached $39.5 billion in 2017, beating database management

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8 Tips to Better Influencer Marketing Programs

8 Tips to Better Influencer Marketing Programs

The world of influencer marketing in many circles has become, well, a lot like politics, nasty, negative and full of questionable ethics. Just this past month, renowned makeup artist Kevin James Bennett published an Instagram post warning of “mobster-like behavior of top-level beauty influencers and their management.”   The legitimacy

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James McDermott: ‘Digital Marketing Is at a Crossroads’

James McDermott: 'Digital Marketing Is at a Crossroads'

Ask James McDermott what his varied roles — technology executive, entrepreneur, lawyer and professor — all share and the answer is his need to be “a storyteller.” His aim is always to create a shared vision of the future with clients, customers, employees and shareholders.

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