tag:blogger.com,1999:blog-34368959.post8111972496022805052..comments2024-03-25T04:32:02.396-04:00Comments on Customer Experience Matrix: suitecx Offers Industrial-Strength Customer Journey Maps and MoreDavid Raabhttp://www.blogger.com/profile/03489754392712536104noreply@blogger.comBlogger3125tag:blogger.com,1999:blog-34368959.post-4322180406889266692015-05-31T18:14:26.992-04:002015-05-31T18:14:26.992-04:00Check out our $699 Primer Product. Its MUCH simple...Check out our $699 Primer Product. Its MUCH simpler and would be of interest for the less than power user.<br />We also have a restfulAPI and are working with a number of vendors to visualize heat maps and tie to marketing automation tools.<br />suitecx.com has a free 7 day trial should you want to check out one of those products.Anonymoushttps://www.blogger.com/profile/02024674920057551909noreply@blogger.comtag:blogger.com,1999:blog-34368959.post-40769795401816417312015-05-29T11:13:11.174-04:002015-05-29T11:13:11.174-04:00Hi Brian. I think you're understanding this c...Hi Brian. I think you're understanding this correctly. Suitecx is definitely a tool for expert users and is built to support the flow of a CX consulting project. It would be great if campaigns designed in the system could be automatically executed in a marketing automation or campaign management tool. That's not available yet although the developers are working on it. I'd also like the system to import interactions automatically so you could easily see how volumes and flows have changed over time: as I understand it, the closest suitecx comes right now is to import a list of interactions with the volumes attached, and even then the system wouldn't automatically generate the flow charts, highlight changes or identify problem areas. <br /><br />I do agree that serious journey mapping should be part of marketing automation tools like Oracle, Adobe and Salesforce. They would come at it "backwards" from the execution end, while suitecx comes at it "frontwards" from the interaction analysis. It's that initial analysis where suitecx really has its value, and that's missing entirely from the marketing automtion products. So they are really more complementary than competitive, and probably what you want most is an easy data interchange so the analysis tool can grab actual data to understand flows and the execution tool can grab the redesigned journey flows. In other words, they don't necessariy need to be part of the same system but should integrate.<br /><br />As to pricing: the sutiecx people tell me that some smaller firms have paid the full fee. If you think about, it's not hard to justify $15,000 in terms of time savings: at $150 per hour, it's just 100 hours per year (2 per week!) across a three person. The true value should be much higher, since it comes from finding improvements in customer treatments and getting those accepted because they are properly documented and presented. Still, I'd expect that big enterprises, agencies, and consultants would be the primary buyers.David Raabhttps://www.blogger.com/profile/03489754392712536104noreply@blogger.comtag:blogger.com,1999:blog-34368959.post-8184626366292924442015-05-29T10:35:13.433-04:002015-05-29T10:35:13.433-04:00Excellent review. I agree that journey mapping is ...Excellent review. I agree that journey mapping is buzzing at high decibel levels. I refer to this process as 'heavy lifting' for companies because it's complex and requires deep and broad reviews of what's working and what needs to improve. I'm always interested in tools that can help with this process.<br /><br />suitecx looks very interesting. The modules that gather data and define workflows seem powerful based on your review. The capability you describe is very extensive. However, I can't see how to derive $15K in value from such a platform. Sure, some F200 enterprises will easily drop this to arm a marketing analyst whom supports a CMO. <br /><br />This platform reminds me when I sold CASE software development tools in the early 90's during the 'client-server project' days. Massively expensive tools could do everything from gathering requirements, analysis, design, coding and testing. The problem was those tools were cumbersome and often rigidly constrained to a vendor's definition of a methodology.<br /><br />One challenge I see with suitecx, in my opinion, is the complexity and (seeming) lack of integrations with base platforms like marketing automation. <br /><br />I like how this platform does seem to focus on the customer experience instead of a tactical engagement channel. However, with the trouble that many orgs have in utilizing martech in general, how well will something like this be adopted, especially at that price? Seems like a capability that should be rolled into an Oracle MC, Salesforce MS, etc. <br /><br />Thoughts?<br /><br />Cheers,<br />Brian Hansford<br />@remarkmarketingAnonymoushttps://www.blogger.com/profile/07809909895097785620noreply@blogger.com