Tag: CRM

Integration of open source and proprietary technologies — a case study

Gilbane’s Digital Experience Conference

Washington DC April 28 – 29, Workshops May 1

facing crowd

Technology and operational integration remain the most difficult and costly implementation issues for digital experience and digital transformation initiatives. Understanding the integration technologies and practices most critical for your project is a requirement for success. Integrating open source and proprietary technologies can save cost, but what’s involved? Does open source add additional challenges? Veteran Joe Bachana describes a current project integrating a mix of five different systems. This is bound to be interesting!

A201. Case study in integration of open source with proprietary technologies for AGBU, a global not-for-profit 

In this talk, Joe Bachana presents how open source technologies such as Drupal (CMS), Entermedia (DAM), OpenKM (records management), and CiviCRM (CRM) are being implemented with an Intacct Accounting System for the Armenian General Benevolent Union (AGBU). The resulting system manages the entire customer relationship, from inception through to management of donations and membership activities.

Tuesday, April 30: 10:45 a.m. – 11:30 a.m.

Joe Bachana

 

Joseph Bachana
President, DPCI

 

 

Learn more & register with code FG19 for best available price

 

Diamond sponsors

Google Cloud
Gridspace
twilio
ZOHO

Platinum sponsors

SAP digital experience
Shufflr
 

 

Gilbane Conferences have been providing content, computing, and digital experience professionals with trusted content since 2002.

Update: Gilbane’s Digital Experience Conference in Washington DC

You may have heard about our Digital Experience conference taking place in Washington DC, April 29 – 30, followed by workshops on May 1, 2019. And if you’ve been a regular attendee at our Boston conference and are wondering why we are returning to DC, There is a reason, aside from the fact that late April is a great time to visit DC.

Since our first conference on content management in 2002, we have covered requirements and strategies for integrating content management with other front and back end enterprise systems. The technology and practical experiences in deployment have allowed organizations to make tremendous progress over the years. But the demand for new channels, new audiences, improved digital experiences, the explosion of marketing technology software, all combined with emerging technologies, make earlier integration challenges seem tame. Technology and process integration remain the most difficult and costly implementation issues for digital experience and digital transformation initiatives.

Moving to DC allows us to expand our ability to help organizations with some of the most common integration challenges by co-locating with three other events that focus on key components of digital experience strategies: CRM Evolution, Smart Customer Service, and SpeechTek. There are passes available for our Digital Experience conference attendees to also attend sessions in each of the other events, and there is a combined technology showcase.

Gilbane’s Digital Experience conference continues to provide the same highly-curated vendor-neutral program focused on content and digital experience strategies, technologies, and practices for marketing and the workplace, that we have in the past. Please see our new Digital Experience Conference site for information about the program tracks, schedule, venue, and partner events.

And if you have an idea for a presentation, our call for speakers is open until October 12th.

Gilbane Advisor 6-12-18 — CMS & CRM, pipes vs brands, AI & work, contextual up

CMS ❤ CRM – it’s nice to see two acronyms make friends

As we know, there are thousands of martech products in dozens of categories. Some categories are candidates for a being a center of gravity around which you can focus to build a stack or architecture.

CMS loves CRM

Sometimes there are competing centers of gravity. Paul Ford takes happy look at how two of these, CMS and CRM, can now more easily work together. Read More

Laying the pipes of a post-advertising world

In this excellent post Andre Redelinghuys makes a compelling case that “The shift from brands and advertising to pipes and subscriptions is inevitable — and well underway.” Read More

GDPR helping a contextual targeting comeback

Jessica Davies reports some advertisers and agencies are shifting budgets away from personalization to contextual targeting. Not just because of GDPR, but because it’s value was underestimated. From Carat:

Sophisticated semantic analysis tools, exclusive access to premium environments and high quality content creation and distribution opportunities with publishers and influencers arm us with the toolkit to serve digital advertising that doesn’t require personal data yet is relevant and will resonate with its audience… Read More

AI, radiology and the future of work

Image analysis is perhaps the most obvious example of the power of deep learning, and even Geoffrey Hinton and Andrew Ng have commented on its potential to effect the future careers of radiologists. Using radiology as an example, this short piece by the Economist offers three reasons to temper worries of AI taking over the workplace. Read More

Also…

The Gilbane Advisor curates content for content, computing, and digital experience professionals. We focus on strategic technologies. We publish more or less twice a month except for August and December. See all issues

Adobe Digital Enterprise Platform Now Available

Adobe Systems Incorporated announced the immediate availability and free trial of its new Adobe Digital Enterprise Platform and first set of solutions for Customer Experience Management (CRM). The Adobe Digital Enterprise Platform, first unveiled in June, is an open, modular, standards-based offering for delivering engaging digital solutions across social, Web, mobile, and print channels. The platform includes integration with the Adobe Online Marketing Suite to optimize digital marketing campaigns and personalize digital experiences across all marketing, sales and service delivery channels. In addition, integration with Adobe Flash Builder(R) 4.5 and Flex 4.5 helps enterprise IT organizations build highly expressive mobile applications for Android devices, BlackBerry PlayBook, iPhone and iPad. Built on the Adobe Digital Enterprise Platform, an initial set of the company’s Customer Experience Solutions are available now‚ Integrated Content Review; Web Experience Management; and Customer Communications. http://www.adobe.com/uk/solutions/customer-experience/enterprise-platform.html

A Marriage between CMS and CRM?

I try keep up with the latest trends in IT strategy. (Some of my favorite sites are Darwin and IT Business Edge.) You know, the topics that are of interest to CIOs and other top-level business and technology minds. And I have to say that content management comes up sometimes in the trades, but when it comes to major headlines, all the rage these days is CRM—Customer Relationship Management.

It is interesting to me that CMS and CRM seem to have followed similar paths in terms of starting out as not-well-understood concepts and growing into fairly well defined systems with a prescribed set of functionality.

What I haven’t seen a lot of, though, to my surprise, is many people making a connection between CM and CRM—what to me would seem like a perfect marriage.

If you look at the many facets of CRM, you’ll find that it’s often very intricately interwoven (no product plug intended) with content. Take, for example, these aspects of CRM:

  • Sales & Marketing Automation. A key task in the sales and marketing side of CRM is educating the customer (the well-targeted customer) about your products. How do you do that? You arm your sales staff, your Web site, e-mails, you call center teams, and your advertising channels with great content.
  • Customer Care. The support piece of CRM relies heavily upon the discipline that we refer to as knowledge management. Especially in the area of post-sales support or tech support, where organizations are pushing for more self-service. This is a no-brainer. If you’re going to empower the customer to help themselves, how do you do it? With content.
  • Personalization. I’ve long touted the fact that personalized communications with customers is a fabulous idea, but don’t even think about personalization until you have a solid content management foundation. I mean, seriously, it’s one thing to say, hey we’ve been able to divide our customers into these tiny demographic groups so we can send them messages that are right on target. But, guess what? Those targeted messages are content. Where should they live if not in a CMS?.

So, I’m going to go out on a limb here and suggest that there’s a potential new wave on the technology horizon. Maybe not tsunami size, but definitely good for surfing. It’s the vendors who start to recognize the powerful link between CMS and CRM.

In my crystal ball, the lines between knowledge management, content management, and customer relationship management will start to blur. As some already have, more CRM vendors will include document management (for things like managing contracts) in their suites. The Web plays a huge role in CRM. Will we see mergers of WCM and CRM companies?

Ironically, it almost seems that we’ve come full-circle back to the birthplace of CM (circa 1996) when Broadvision and Vignette dominated the CM marketplace and it was all about one-to-one customer communications. That (broad) vision was apparently too hard to realize back then! Maybe it’s possible now.

P.S. I’d love to hear your comments if you’ve been involved with any CMS/CRM integrations! Please add a comment or e-mail me at rita@ziacontent.com.