Tag: content management

Optimizing Your Customer Experience Management

Posted by on August 15, 2017

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A customer’s experience with your organization may, in fact, be more important than the quality of either your products or your services. Customers today want to feel valued — they want to be able to have their needs both anticipated and fulfilled. Improving upon and optimizing your customer’s experiences is called customer experience management. Through new technologies, there are many ways that you can improve upon your customer experience management and, additionally, your ROI.

Integrate Your CRM, Marketing Automation, and Media Solutions Into a Single Infrastructure

Optimizing customer experience begins with consolidating and analyzing your data. To that end, integrating your CRM and marketing solutions can be an incredibly effective first step. Comprehensive CRM and marketing automation solutions — such as Salesforce, Marketo and HubSpot — almost universally come with third-party integrations out-of-the-box. For more distinct infrastructures, APIs, importing and exporting, or custom programming may be required. Regardless, this will create a single infrastructure that contains all of your customer information.

Not only does this improve analytics, but it also improves customer care overall. Both customer service representatives and sales personnel will have all of the information they need to quickly service the customers and get them the information that they need. Marketing campaigns will be able to target customers based on their prior behaviors — and will be able to prompt them towards purchasing more effectively.

Develop an Omni-Channel Approach through Content Management Systems

Content Management Systems (CMS) make it easier to push content directly to a multitude of different channels. Social media, email marketing, and websites can all be consolidated under a single content system — so that a single push of the button can update customers on a variety of platforms. Omni-channel approaches make it easier to scale your organization upwards and to reach out to individuals across multiple demographics and interests. Through regular content distribution, companies can achieve better organic growth and improve upon their inbound marketing.

A CMS is particularly useful for lead procurement and demand generation. With the use of a CMS, a strong and strategic digital marketing campaign can ensure that leads come to the business rather than the business having to procure leads. Organizations are thus able to improve upon their ROI, extend their marketing reach, and refocus their budget to additional areas of advertising and support.

Explore Big Data, Such as Emotional Analytics and Predictive Intelligence

Emotional analytics and big data can work together to develop new strategies for customer acquisition and retention. Algorithms are now available that are substantially advanced that they can look at patterns of customer behavior and determine the best way to service that customer. At its most complex, emotional analytics can involve motion capture and facial analysis, in order to detect micro-expressions that may aid in detecting the customer’s emotional state. But this isn’t the type of analytics that would most commonly be used by a business. Businesses, instead, would most likely use text-based analysis or verbal analysis, to detect the best leads based on their word usage and the amount of emotive statements they have made.

Not all big data is so complex. Predictive intelligence can also be much simpler, such as looking at a customer’s past purchases and predicting when they will need to make further purchases. Predictive intelligence is used to fantastic effect on many e-commerce marketplaces, to suggest items that may be relevant to the consumer based on the items that they have either purchased or browsed. Predictive intelligence can also be used to detect and identify certain patterns, such as whether a customer may have abandoned a shopping cart due to high shipping charges.

Create Knowledge Management Systems for Superior Customer Service

Customers today often prefer to self-service. A solid customer service experience is, thus, often one in which the customer does not need to contact the organization at all. New help desk and support solutions can be nearly entirely automated, so that customers can get the answers they need out of a knowledge management system. This management system may take the form of a helper website or even a live chat with a bot. When self-service fails, customers prefer a variety of ways to communicate: through email, phone, instant messaging, or even text message.

By providing these additional resources for customers, organizations not only assist the customer in getting what they want, but also reduce their own administrative overhead. The more customer service can be automated, the less time and money the organization has to sink into technical support and customer service personnel.

It’s an exciting time for organizations looking to improve upon their customer experience. Through better customer experience management, companies can fine-tune their operations and ensure that their customers keep coming back.

Learn About Everything Alfresco at DevCon 2011

Posted by on October 21, 2011

It’s that time of year again, when Alfresco enthusiasts get together to learn what’s new and network with other community members at the annual Alfresco developer conference.

This year, Alfresco DevCon Americas will be held in San Diego, CA on Oct. 26-27th, and will feature two packed days of Alfresco technical sessions delivered by some key engineers and visionaries behind the technology. The agenda includes tracks on Alfresco as a Platform, Best Practices, Customizing Alfresco, Case Studies, BPM, and Building WCM Solutions with Alfresco. The conference will also discuss all of the new features in Alfresco 4.0 – Share extensibility, Activiti, and Solr.

And of course Rivet Logic will be participating as a sponsor. We will also be presenting under the “Building WCM Solutions with Alfresco” track, on the topic of extending Alfresco for next generation WCM with our Crafter Studio extension.

For more information and to register, please visit, http://www.amiando.com/alfresco-devcon-san-diego-2011.html.

Content.gov 2011 – The Government and Open Source Content Management

Posted by on January 13, 2011

Alfresco is kicking off 2011 strong with Content.gov, a free, special one day event in downtown Washington DC focusing on open source content management in the government and public sector agencies. The event will be held on January 20th, 2011 at the Washington Marriott at Metro Center.

There’s been a long-time conception that government agencies are slow to adopt emerging technologies including open source products. However, in recent years, open source adoption has rapidly increased in the commercial sector due to a combination of factors, from the down economy and enterprises seeking cost saving alternatives, to the maturity of open source products finally proving themselves in areas of quality, security, and flexibility. The government, while slow to follow, are now beginning to realize the true benefits of open source software.

Content.gov 2011 will feature John Newton, Alfresco CTO & Founder, as the keynote speaker, followed by customer case studies delivered by actual customers and Alfresco implementation partners.

Rivet Logic will present a customer case study featuring a guest speaker from the National Academy of Sciences (NAS). The presentation will cover how Rivet Logic helped NAS implement an open source Alfresco WCM solution that helped streamline operations, resulting in faster publishing cycles, increased productivity, richer site experience, and better accountability.

For more information and to register, click here.

2011 Alfresco Lunch & Learn Series Introduces Social Content Management

Posted by on December 15, 2010

The holidays are upon us, but that’s not slowing Alfresco, or Rivet Logic, down. Alfresco has already scheduled its first Lunch and Learn series for 2011, taking place in January and February across major cities nationwide, and Rivet Logic is participating in three of them. The topic of this Lunch and Learn? Social Content Management.

The enterprise content management (ECM) market has undeniably evolved over the years. ECM products started incorporating collaboration features (i.e. blogs, wikis, forums, shared work spaces) when Web 2.0 technologies drove organizations to adopt Enterprise 2.0 to enhance collaboration in the work place. Now, with the boom of social networking sites like Facebook, Twitter and LinkedIn, enterprise content is becoming more social in nature. With millions of pieces of content being generated and circulated every day, ECM can’t stay the same.

So what does this new category of Social Content Management really mean, and how can Alfresco and Rivet Logic help? How can organizations take advantage of social business software, while still maintaining control of its content? Join us at one of the upcoming Lunch and Learn events to learn about these topics and find out why Gartner has identified Alfresco as a key player in this new space.

Rivet Logic will be hosting the following Lunch and Learn events:

Wed, Jan 19 – Los Angeles, CA
Thu, Jan 20 – Irvine, CA
Tue, Jan 25 – Raleigh, NC

To find out more and for a complete list of cities, click here.

Rivet Logic Named in KMWorld’s “100 Companies That Matter in Knowledge Management”

Posted by on March 02, 2009

KMWorld, the leading information provider serving the knowlege, document, and content management systems market, has selected Rivet Logic in their list of “100 Companies That Matter in Knowledge Management” for 2009.

The announcement was made yesterday by Hugh McKellar, editor in chief of KMWorld.

“We have always maintained that knowledge management is an attitude, not a specific application—a commitment to taking full advantage of all the information at an organization’s disposal and delivering it to the appropriate constituencies to facilitate decision-making at every possible level…

…We believe that each of the companies listed embodies as part of its culture the agility and limber execution of its mission… they embrace a spirit of innovation and adaptability. They each embody the resiliency and wisdom to identify and act upon their own areas requiring improvement and, more importantly, those of their customers.”

We’re honored to receive this prestigious recognition. As leaders in the open source enterprise content management and collaboration market, we will continue to strive to deliver bottom-line results for our customers.