realising the potential: think cxm not cms

Realising the potential: think CXM not CMS

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Empower organisations to build the effective meaningful relationships that win customers for life.

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Sitecore at a glance

WEBSITES BRANDS EMPLOYEES

PARTNERS DEVELOPERS COUNTRIES

Charles Bell Head of Sales Engineering at Sitecore UK

• 18 years of post-graduate experience in

delivering web solutions

• Experience of enterprise-scale Sitecore

implementations with companies like

HSBC and Maersk Line

• Joined Sitecore in January 2017 as Head

of Sales Engineering


Timeline: CMS vs CXM

6

Understanding the benefits of a CXM platform


CXM platforms break down technology barriers

Manual processes to manage content

No customer-centric view across channels

Siloed tools designed for only one channel

Poor support of campaign management and optimisation

No or few localisation/multilingual capabilities

Start making an organisational shift now

Why do I need to make an organisational shift?

Cluttered technical landscape

Competing technologies/ teams

Is best of breed fiction?


Adding content

Managing content & basic personalisation

Advanced personalization & cross-channel CRM integration

Real-time CXM, A/B & multivariate testing.

Organisational Maturity Curve

Recognising the importance of integration and collaboration


Integration and collaboration


Experience profiles

Optimising the experience to optimise results


Are you confusing insight with outcomes?

Rethinking how you measure marketing performance


Rethink how you measure marketing performance


Visual Reporting Aids Optimisation


Visual Reporting and Actionable Analytics

The keyword is FUTUREPROOF

Top takeaways for a CXM business case

We want make our existing content work harder

We want to define our content strategy in terms of our experience strategy

We have limited marketing resources and want to upskill quickly

We don’t want our marketing capability tied to our IT capability

We want immediately actionable insight, not data for data’s sake

The ability to connect with our CRM keeps our single customer view intact across all channels

Q&APlease place your questions in the GoToWebinar toolbar

Thank you

To find out more, or organise a demo

please contact our speaker Charles

Bell at [email protected]

OR

download our CXM eBook here:

http://siteco.re/2tXmcyQ

mailto:[email protected]

http://siteco.re/2tXmcyQ

realising the potential: think cxm not cms

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