Charting a Path for Managing the Customer Experience


New Picture (3)Today I am breaking my blogging drought by cheating. By cheating I mean that I attended a breakfast hosted by ICF Ironworks and Sitecore to hear Ron Rogowski of Forrester speak on Customer Experience Management. During the session I, among others, tweeted quite a bit using the hash tag #icfcxm.

Before diving in, want to say that Ron was smart, knowledgeable, and entertaining. The room was heavy with Association types and his experience in the space was minimal but most of what he said applied very nicely to the world of Associations.

Why Customer Experience Management

I know that many, including myself, will call it a craponym, but CEM/CXM is a valid concept. Knock the marketing lingo all you want, managing the customer’s experience with you and your brand is critical. As proof of this, Ron pointed to someone who had taken the top 10 companies in CXM, as per Forrester’s Customer Experience Index, and the bottom 10 companies and tracked their stock price over five years.

You know what he found?

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Sitecore Sym NA: Sitecore Roadmap


One more session today, the Product Roadmap. Normally I prefer these sessions in the morning so I have time for the entire conference to follow-up. Given that I personally needed more background first, I’ll let it slide. Once again, Darren Guarnaccia is speaking. Dude is earning his pay today.

  • CMS 6.6 this quarter, November 5, 2012
    • Mobile SDK, Device simulation, MVC (new development approach)
    • Mobile SDK, build mobile apps with Sitecore managed content
      • iOS first, Android later
      • Restful API’s that are optimized for mobile applications
      • Device Specific API’s, First for iOS devices in Objective C
      • SDK for creating an “App Shell”
    • Device simulation allows viewing a page in different simulated mobile devices through page editor

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Sitecore Sym NA: Leveraging SEO to Drive Measureable Customer Engagement


Here to hear Ted Prodromou talk about Search Engine Optimization (SEO). Any tidbit that I learn that can help us is important.

  • Good Old Days, SEO 1.0, was easy back then
    • Meta fields, repeating terms, keyword stuffing, and links all USED to work well
    • Meta Titles still works well
    • Meta Description is useful because it will show-up in the Google result (helps people choose your result)
  • Panda and Penquin (monthly) updates to cut down on cheating
  • Thriving in current SEO world

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Sitecore Sym NA: Building, Connecting, and Measuring Communities with Sitecore


Time to learn about the communities module for Sitecore by John Field. This has been a big challenge for AIIM and I’d love for Sitecore to give us a way to solve this problem without having to write it all from scratch.

  • Shared Source currently
    • Blogs
    • Polls
    • Comments
    • Ratings
  • Social Starter Kit powered by Telligent, complete integrated platform

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Sitecore Sym NA: Social Connected Deep Dive


Checking out the Sitecore Social Connector. If you’ve been to the AIIM website, you see that we do a little of this. I want to do it better. I’m here to see if we can do it cost effectively. David Morrison is presenting in this session.

  • Version 1.3 was just released and it is a free module (Nice confirmation for ignorant people like myself)
  • Social Brainstorm
    • Simplify visitor registration and authentication
    • Post content to social networks directly from CMS
    • Manage multiple Facebook accounts

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Sitecore Sym NA: Product Track Keynote


First, going to abbreviate the conference name in the title. It is just too long. This session is Driving Tangible Business Value through Integrated Cross-Channel Marketing. Being presented by Lars Birkholm Petersen and Darren Guarnaccia.

  • This track is focused on Best Practices and what is shipping or about to ship
  • Improved Customer Experience = Improved Share Price, Consistency drives loyalty, Integrated marketers outperform
  • People, Process, and technology (Like any business problem)

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Sitecore Symposium North America 2012 Keynote


Notes from this morning’s Keynote. Not sure how much I’ll be blogging the event but I figured the keynote was one thing that needed to be covered.

Michael Seifert, CEO and Co-Founder takes the stage…

  • 500 in Boston last year, 1,000 this year in Vegas
  • Customers don’t want to have to tell you what they want, the customer wants you to anticipate what they want
  • WYSIWYG of tomorrow is “What You Need Is What You Get”

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A New Conference Experience for Pie


It has been an interesting year so far as the CIO of AIIM. My world is subtly difference. I’m still acting as an Information Professional for an organization but there have been a few key differences:

  • Only one client
  • I don’t advise, I execute
  • The problems faced are mine but I can address them

There are lots of other differences, but those are the significant ones. This experience is also affording me a new experience.

I’m attending a technology conference as a client.

I’ve attended a lot of conferences either as a technology partner or a company trying to sell something. When I was neither of those, I was at an industry event like the AIIM Conference for networking and learning.

This is a new role for me, except for the part where I expect to be busy.

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SharePoint 2010 for Web Content Management, Pros and Cons


image A couple of years ago, I attended a discussion on using SharePoint/MOSS 2007 for Web Content Management and wrote a well visited post, SP for WCM, The Movie.  Well, as you may have noticed, Microsoft released a new version this year and they are starting to market it heavily with SharePoint Solutions for Internet Sites.

Well, this week I participated in the SharePoint Symposium 2010 as part of KM World.  Specifically I was part of the panel discussing the question of whether or not you can use SharePoint for WCM.

I’ll give a simple answer at the bottom, but I’m going to share the thoughts and opinions that were shared by others and myself.

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Upgrading to SharePoint 2010


No, I haven’t converted into a SharePoint fanboi.  I am merely acknowledging that it is here to stay, at least for two more versions.  Realizing that, my company has been doing quite a bit of SharePoint work in the past few years.  We have recently been looking at SP2010 and just upgraded a customer to the new version.

This dalliance with SharePoint has not gone unnoticed by some people in the local area.  I was asked to co-present with Wyn Van Devanter to the Washington, DC Web Content Mavens group on what web managers need to know before making the move from 2007 to 2010.

I thought I would share my slides and offer a few additional notes for people.  For the record, Wyn tackled the first part of the presentation and I handled the second portion.  We could probably each speak to the other half, but we each presented to our strengths.

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