Weekly News Roundup

Customer Strategy
Customer Experience
A look at the technology developments, industry updates, and research findings announced this week in the customer experience space


KnowledgeTree Survey Reveals the Divide Between Marketing and Sales
According to KnowledgeTree's recent survey, the greatest tension between marketing and sales comes from the sales tools necessary to win new customers. From ROI calculators to collateral, the study highlights the disconnect between the two departments, emphasizing that, while 87 percent of marketers believe they provide the right set of tools to salespeople, only 66 percent of salespeople agree. Key findings include:

  • More than 75 percent of sales people think they know what tools are available, while only 65 percent of marketers feel that salespeople are aware of the resources that have been created for them.
  • While 72 percent of salespeople are confident they're using the right sales tools at the right time, 61 percent of marketing teams disagree.
  • Forty-two percent of marketing teams strongly believe that salespeople are able reuse their tools, yet sales only uses the same tools 22 percent of the time, realizing very little ROI from the investment marketing makes in these materials.

New Products

Aquent On Demand Announces Latest Version of RoboHead
Aquent On Demand, a division of Aquent, announced the latest version of RoboHead, the Web-based project management and collaboration tool designed for marketing and creative organizations. RoboHead now offers capabilities for uploading and annotating multiple Web pages within a URL or ZIP file, and video file annotation within projects, allowing marketing and communication groups to better support project management demands and digital marketing campaigns. RoboHead now provides the enhanced ability to upload a URL for easy reviewing and annotation of Web pages within the tool. The solution automatically retrieves all Web pages associated with the URL and displays a screen capture of each page, allowing users to quickly access all necessary images for review and immediately provide feedback using online annotation tools. RoboHead enables users to upload and provide feedback for video files, facilitating immediate action on the necessary edits, and assisting in the timely completion of significant projects.

New Community Products Released by Get Satisfaction

Get Satisfaction launched a new version of its community platform with innovations that leverage responsive design principles. The new release is expected to deliver a high-quality community experience on smart phones with any mobile browser, regardless of the mobile OS or device manufacturer. The number of unique visits to Get Satisfaction communities from mobile devices increased by 90 percent last year, highlighting the importance of investing in mobile communities.

The company has also announced the launch of the enhanced MyVertica, a new customer community for HP Vertica, which provides customers with a venue to engage in conversations about the HP Vertica Analytic Platform and related products, provide feedback, ask support questions and provide praise. In turn, HP Vertica gains the necessary insights to authentically engage with customers and prospects at all stages of the customer lifecycle.

inContact Expands Cloud Platform With Powerful New Mobile Capabilities

inContact, a provider of cloud contact center software and contact center agent optimization tools, announced it has expanded its multi-channel platform with new device-agnostic mobile solutions. These new capabilities are a direct result of inContact's recent acquisition of the assets and employees of Sierra360 LLC.

inContact's market leading cloud offering enables customers to connect with consumers in real-time across multiple channels. With the addition of Sierra360's social and mobile engagement solution via the cloud, inContact will enable contact centers to support connected consumers on virtually any mobile device.

Mindflash Launches Learning Analytics for Online Training

Mindflash has just released a cloud-based learning analytics software that is meant to make it extremely easy for training managers to measure and improve the effectiveness of their programs. Mindflash customers will now be able to view training data in context, as both detailed and high-level online reports which will allow course managers to promptly deal with issues and opportunities.

Tensator Launches New Virtual Assistant

Customer journey management company Tensator unveiled an addition to its Virtual Assistant portfolio, the Tensator Virtual Assistant Ultra, which the company said is set to revolutionize in-store promotions for the retail sector. The assistant has been designed specifically with retailers in mind and has the smallest footprint on the market-20 by 20 inches-allowing it fit almost anywhere within a store to present retailers with endless promotional possibilities, a flexible point of difference to help increase profits and efficiency, and the ability to generate extra revenue by directly influencing consumer behavior.

Teradata Introduces Data-Driven Marketing Platform

Teradata Corporation, a provider of analytic data platforms, applications and services, introduced "Interactive Customer Engagement," a new data-driven marketing offering that combines the power of Teradata solutions to give marketers the ability to engage customers and prospects with consistent, personalized messaging across multiple channels, strengthening the overall brand experience, building customer loyalty and driving revenue growth.


Partnership Leads to Mobile Monetization Solution

Internet video solutions organization Unicorn Media has partnered with LiveRail, a leading publisher monetization platform for video. The two companies have integrated their industry-leading platforms, creating a comprehensive mobile monetization solution for major media customers. The integrated solution created through the partnership allows publishers to manage ad trafficking, selection, decisioning, or insertion, enhancing their ability to deliver and track monetization of premium digital video content on any platform

Moontoast and Kenshoo Form Partnership

Moontoast, a social rich media advertising platform provider, announced a new collaboration with Kenshoo Social, a social marketing platform provider, to enable brands and agencies to execute, manage and track in real time social rich media ad campaigns directly within Facebook News Feed on both mobile and desktop. The partnership aims to improve social engagement and ROI of Facebook News Feed ad campaigns through use of Kenshoo's multi-action user engagement tracking capabilities within the Moontoast rich media ad units.