Web Engagement – Ian Truscott

If You Love Your Content, Set it Free!

September 1, 2012September 1, 2012ObservationsBrian Sollis, content marketing, Feedburner, Google;, Joe Spolsky, mobile device, Robert Rose, Salesforce, Seth Godin;, Twitter;, web analytics;, Web Engagement

I’m sitting on my deck, the sun is out, I have a cup of tea resting on the broad arm of my adirondack chair. After a cheery wave to my neighbour, with my favoured mobile

Book Review: Managing Content Marketing

August 17, 2012August 17, 2012BooksConsumer behaviour, Customer engagement, cxm, Jeffrey Hayzlet, Joe Pulizzi, Robert Rose, Seth Godin;, Web Engagement, web/customer engagement, Wem

It’s been a while since I wrote about a book on this blog, but I’ve just read Managing Content Marketing – The Real World Guide for Creating Passionate Subscribers to Your Brand, by Robert Rose

An Audience with Brian Solis

April 7, 2011April 7, 2011ObservationsAltimeter Group, Amazon, Brian Solis, digital analyst, Facebook;, media eco-system, media ecosystems, personal media ecosystems, Seth Godin;, Social Media, social media lens, Web Engagement

A couple of weeks ago I was fortunate enough to attend SDL’s Return On Engagement Summit both in Boston and in New York. As part of these events we had Brian Solis as our guest

Has CRM Finally Decided it Owns the Customers Digital Voice?

March 30, 2011March 30, 2011ObservationsAlterian;, Business, Cloud applications, Customer engagement, Customer experience management, Information technology management, Marcel LeBru, Marketing, Radian6 CEO, Saleforce.com, Salesforce.com, Scott Liewehr, SM2, Social Media, Twitter;, web content;, Web Engagement

So, today Salesforce.com has moved to acquire Radian6, a respected and possibly ‘leading’ vendor in the relatively new space of Social Media Monitoring (SMM), a rival to products like Alterian’s SM2 product that I knew

Adding Pervasive to the Engagement Lexicon (a new Russian doll)

March 17, 2011March 17, 2011Observations, The Engagement TierContent Management, Customer engagement, Customer experience, Laurence Hart, Marketing, Twitter;, Web Content Management;, Web Engagement, web engagemt, web experience

As you know I have recently joined SDL and I have been delighted to find a new twist on the business of engagement that I write about on this blog, something we call Pervasive Engagement.

Who Will Buy This Web Engagement?

December 23, 2010December 23, 2010Content Management, Gilbane, Observations, The Engagement TierBlog software, Computing, Content Management, Content Management Systems;, Digital media, Social Media, Web Content Management;, web content;, Web Engagement, web engagement management strategy, WordPress, World Wide Web

As the holidays approach, my SKY+ hard disk (PVR/Tivo thing) is brimming with movies ready for the onset of quality time with my young family. Perhaps our viewing pleasure as I recuperated from what I

Web Engagement – The Emperor’s New Clothes?

December 5, 2010December 5, 2010Content Management, Gilbane, The Engagement TierConsumer behaviour, Content Management, content management solutions, Customer engagement, David Meerman Scott, Frank Gilbane, Jarrod Gingras, Marketing, Seth Godin;, Social Web, software vendors, Twitter;, Web CMS, Web Engagement, Web Engagement Capability model, web experience, web experiences

Recently I’ve been seeing ‘an examination’ shall we say of the term Web Engagement Management and the acronym WEM. There is a suggestion that it’s a figment of the fervid imaginations of software vendor marketing

Introducing the Web Engagement Capability Model

October 30, 2010October 30, 2010Gilbane, The Engagement Tieranalyst, digital marketer, Internet marketing, Marketing, Scott Liewehr, web analytics;, Web Content Management;, Web Engagement, web engagement strategy, Web Engagement thing

I originally posted this on the Gilbane blog back in October 2010 when I was an analyst there – as that blog has now changed hands and many posts removed, I wanted to preserve my

You say tomato, I say tomato, you say WEM, I say WEM..

October 25, 2010October 25, 2010Gilbane, Observations, The Engagement Tieradvocate, analyst, Business, Consumer behaviour, CRM;, Customer engagement, Customer experience, Customer experience management, Customer relationship management, Irina Guseva;, Marketing, Mary Laplante, Social Media, Twitter;, Web Engagement, Web Engagement Management, web engagement strategy, web experience, Web Experience Management

When you say WEM, do you say Web Experience Management or Web Engagement Management? What does it mean and does it matter and what about CEM? Well, in this post I want to explore that,

Your Website – Your Customer Service Agent

October 12, 2010October 12, 2010Observations, The Engagement Tierartificial intelligence, Business, Consumer behaviour, Customer engagement, Gerry McGovern, Intelligence, Intelligence analysis, Marketing, Seth Godin;, Social Media, Social Web, Web Engagement, web engagement objectives, web experience

I’m doing some work for a new client, who look at optimizing customer service across multiple channels using, rather interestingly – artificial intelligence. In my research on this I find myself observing an interesting convergence with

Engaging Clouds

September 8, 2010September 8, 2010Observations, The Engagement TierBusiness, Cloud computing, Computing, Customer engagement, digital marketer, Gilbane Group, information technology, Marketing, Mary Laplante, Robert Rose, Software as a service, Web Engagement, web experiences

I was delighted to recently be asked to comment on a paper by Robert Rose over at Big Blue Moose as he dives into the waters of analysis and research with his first paper –