Norwalk, CT
Customer Experience Matrix
June 1, 2008
by Patrick McHugh
Creative marketers who have stretched to communicate with customers in dynamic new ways often come to the realization that traditional marketing technologies simply haven't evolved with the times. As a result, many have been forced to invest in multiple software and services to meet their needs for communicating consistently across direct mail, email, Web, and mobile channels.
With solutions stacked on each other and assembled in awkward fashion, many marketers have created a precarious house of cards that isn't strong enough to support multichannel campaigns in the way they are meant to be executed. Change one variable, shift one priority, and the house of cards collapses. And when this happens, it becomes clear that a poorly executed campaign is often more detrimental to a company's brand and customer relationships than doing nothing at all.
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