personalizing and targeting web content for customer experience management
DESCRIPTION
Today's users are online more often but in shorter bursts than ever before, so it's critical to speak to engage them directly with timely, relevant content. Delivering targeted and personal content and services across multiple online channels is a key ingredient to initiating and holding those meaningful conversations. This presentation discusses best practices for personalization and how Crafter Rivet -- our open source Web Experience Management solution built on Alfresco -- enables delivery of real-time, dynamic and personalized content based on visitor profiles, behavioral patterns, social graphs, and more.TRANSCRIPT
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Personalizing and Targeting Web Content for Customer Experience
Management August 2012
Russ Danner, WEM Practice Director
Rivet Logic Corporation 11410 Isaac Newton Square N. Suite 210 Reston, VA 20190 Ph: 703.955.3480 Fax: 703.234.7711
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Rivet Logic
• Award-winning professional services focused on: o Web Experience Management o Enterprise Content Management o Collaboration and Social Communities
• Using Leading Open Source Software
Copyright © 2012. Rivet Logic Corporation. All rights reserved. 2
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Crafter Rivet
User Friendly Authoring In-context Preview and Editing Multi-Channel Publishing Marketing Analytics Integration Mobile Application Support Social Media Integration Workflow and Schedule Publishing Internationalization Support Dynamic, Device Specific Content Delivery
Copyright © 2012. Rivet Logic Corporation. All rights reserved. 3
ARTISANS OF OPEN SOURCE Copyright © 2011. Rivet Logic Corporation. All rights reserved. 4
Personalization and Targeting
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Mobile is a game changer
ARTISANS OF OPEN SOURCE Copyright © 2011. Rivet Logic Corporation. All rights reserved. 6
Mobile growth is exploding
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Web use is more situational
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Speak directly with relevant content
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What is Content Targeting?
Everyone
Common Content
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What is Content Targeting?
Everyone
Common Content
Customer Content Customers
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What is Content Targeting?
Everyone
Common Content
Customer Content Customers
Partner Content Partners
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What is Content Targeting?
Everyone
Common Content
Customer Content Customers
Partner Content Partners
Mixed Content Stovepipe Sites
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What is Content Targeting?
Everyone
Common Content
Customer Content Customers
Partner Content Partners
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Everyone
Rules Engine
What is Content Targeting?
Common Content
Customer Content Customers
Partner Content Partners
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Everyone
Rules Engine
What is Content Targeting?
Common Content
Customer Content Customers
Partner Content Partners
Profile Location Social Graph Activity
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Everyone
Rules Engine
What is Content Targeting?
Common Content
Customer Content Customers
Partner Content Partners
Profile Location Social Graph Activity
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Understanding the user
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Understanding the user
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Getting Started
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What do I need to get started?
Know your audience, content, communication plan and overall strategy
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What do I need to get started?
Audience, Content, Communication plan and Overall Strategy
Know your organizational maturity level
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What do I need to get started?
Audience, Content, Communication plan and Overall Strategy
Know your organizational maturity level
Budget
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What do I need to get started?
Audience, Content, Communication plan and Overall Strategy
Know your organizational maturity level
Budget
Have a Feedback loop
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What do I need to get started?
Know your audience, content, communication plan and Overall Strategy
Know your organizational maturity level
What’s your budget?
Have a feedback loop.
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DEMO
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Wiki: crafterrivet.org
Download: bit.ly/crafter-download
Forums: bit.ly/crafter-forum
Learn More
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rivetlogic.com
blogs.rivetlogic.com
facebook.com/rivetlogic
youtube.com/rivetlogic
twitter.com/rivetlogic