Customer Centricity – A Refreshing Reminder From The SMB World

Shar VanBoskirk

I met earlier this week with Constant Contact, the email service provider focused on the small (and I mean SMALL business market. . . half of their clients have fewer than 5 employees). They were in to talk about a new survey tool they've developed ListenUp!, the first product in a new marketing suite of SMB tools they are developing to complement their email capabilities. The survey tool looks good. . . a helpful solution for small marketers trying to conduct some market research, or gather some customer data to make segmentation possible.

But what really impressed me in my conversation with Constant Contact was their value system and how it has led to continued growth for them. Here it is:

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Silverpop/VTrenz: Makes Sense All Around

Shar VanBoskirk

Greetings from beautiful Stone Mountain, GA, where I am currently prepping for my presentation tomorrow at Silverpop's Digital Marketer Customer Conference.  I'm looking forward to hearing more about the Silverpop/VTrenz deal tomorrow, but here are my thoughts so far:

Overall, I think this is a good move for Silverpop and an even better one for VTrenz.

VTrenz gets access to enterprise customers, and Silverpop's well-established resources: R&D, client base, professional services team.  And they break into the mainstream email marketing space.  A coup I think for a niche player from Fargo,ND which to date has been company to a solid, but very small collective of B2B electronic lead management tools.

And Silverpop enters a new market: B2B and now has a ready-made solution for marketers trying to use email to sell high-consideration products (think cars or health insurance rather than books or pet supplies).

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Vtrenz: Good Move Or Not For Silverpop?

Laura Ramos

Earlier today, Silverpop announced their acquisition of marketing demand management start-up Vtrenz. My colleague Shar VanBoskirk and I had the opportunity preview this event with Bill Nussey and Will Schnabel. From a B2B marketing perspective, this combination holds promise because email and lead nurturing make good bedfellows. In B2B, email is a low cost way to continue prospect conversations and it gives marketing a direct channel for incubating buyers during longer B2B purchase cycles.

Because there's not a lot of overlap in technology or customer bases here, the prospects for a richer, more rounded offering are good. However, this combination is not unique: Eloqua also offers email, lead warming, and prospect analytic solutions. So -- other than giving Eloqua some stiffer competition -- will this merger matter in the greater email market?  Probably not, but I'll let Shar weigh in on that question.

To make this deal stand out, Silverpop needs to:

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How should marketing service providers evolve?

Shar VanBoskirk

We're all finally settling down from our blockbuster of a consumer forum in Chicago last week (check out http://blogs.forrester.com/consumerforum for summaries, thoughts, and highlights from the event) and processing some of the learnings that came out of our client conversations. I didn't end up listening in on very many of the main tent speakers as I was pretty booked with one-on-one sessions. These are 30 minute, in person meetings that forum attendees can book with the analysts of their choice to discuss business issues. I was definitely tired after my few days of back to back one-on-ones, but to be honest, I came back to the office pretty recharged. I've been so heads down on research of late, that it was really nice to engage with clients face to face. I really enjoyed sharing ideas and meeting the real people who are out there reading my research!

One topic that came up several times in one-on-ones with different clients is: the role of the service provider in the next era of marketing. We've all been talking about integrated marketing for years. And this year's forum theme pushed integrated marketing even further by looking at how to "Humanize the Digital Experience." This means the entire integrated customer experience.

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