tag:blogger.com,1999:blog-34368959.post5081993545442085394..comments2024-03-14T04:20:55.807-04:00Comments on Customer Experience Matrix: HubSpot Releases Social Inbox and Reveals So Much MoreDavid Raabhttp://www.blogger.com/profile/03489754392712536104noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-34368959.post-4888674986290765342013-05-09T10:40:04.585-04:002013-05-09T10:40:04.585-04:00This is a great post David, the need for this type...This is a great post David, the need for this type of system is so clear. I've always wondered how far Hubspot will move into CRM with their Salesforce.com investment.<br /><br />We've built a similar profile deep dive within Signal and aiming at the problem set, but are moving a lot slower as a 7-person bootstrapped startup in Chicago.<br /><br />Here's a few screen shots of how we're tackling this for small businesses:<br /><br />https://s3.amazonaws.com/5d6ff4f51/J8mO5.png (dashboard of marketing activities)<br /><br />https://s3.amazonaws.com/5d6ff4f51/jcrBq.png (view of a post in our dashboard)<br /><br />https://s3.amazonaws.com/5d6ff4f51/tUH1m.png (view of contact engagement timeline in the profile)<br /><br />We've been focused on instrumentation of individual events but are excited to extend this into activities you can take at the account level (show me who my 5 most activity Facebook fans are and send a message to those folks, etc).<br /><br />To date we've focused on the messaging tools you need for customer communication (email, SMS, Twitter, Facebook) and instrumenting events whenever there is engagement between a person and your brand. The problem set of understanding who you customers are, their interaction with your business and leveraging this engagement for smarter communications is so universal that I really don't see any other way to move forward but building an integrated system.<br /><br />We fall down on the B2B sales automation tools (we don't have much of those) and will be addressing that over time.<br /><br />I'm pretty excited to see the direction your posts have been heading!Jeff Judgehttps://www.blogger.com/profile/04544915699183761578noreply@blogger.comtag:blogger.com,1999:blog-34368959.post-62358950921388597042013-05-08T17:45:02.675-04:002013-05-08T17:45:02.675-04:00Excellent post (as usual).
> Admittedly, I’ve ...Excellent post (as usual).<br /><br />> Admittedly, I’ve been arguing this for a long time: the need for integrated customer treatments will eventually lead marketing automation, CRM, and Web content management to become a single system, or at least to share a common customer database.<br /><br />I'm with you, and I continue to wonder why it's taken so long for it to happen. While some companies like HubSpot are trying to build all of these pieces into a single platform, I think there is a bigger need for a common customer database. I'm disappointed that more companies don't see the need to use CRM and marketing automation data to drive personalized interactions on the website. <br /><br />The technology is available today - either via "all-in-one" platforms like HubSpot or via integrations between CMS's like Drupal and Marketo, HubSpot, Salesforce, etc. But the bigger problem continues to be helping more people understand the value of a common customer database in the first place.Tomhttps://www.blogger.com/profile/07808525880931228407noreply@blogger.com