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Showing posts with label challenge. Show all posts
Showing posts with label challenge. Show all posts

Oct 23, 2012

Is it Comeback Time for Movable Type?

Movable Type celebrated its 11th birthday on October 8. But with the milestone came a challenge: how to regain its standing in North America, a position that has declined since 2010, when the Web CMS and web publishing software provider moved to Japan following acquisition by Six Apart.  

While Movable Type continued to provide the backend for some substantial websites, questions on the future of the platform persisted in North America. The community that remained found themselves overwhelmed with demands for support and understaffed to keep up with the demand. 

While the community struggled in North America, development work continued in Japan, but due to language barriers, the advancements literally and figuratively did not translate overseas. Following the release of Movable Type 5.2 in September, the release of 42 new plugins to the North American market at a community meeting on October 18, a promise to follow up with more solutions from the Japanese community and some other interesting developments, Movable Type looks to be taking the first steps towards what will be a challenging comeback.

The Plugins

The plugins range from complex to simple solutions, all of which work towards a goal of making the platform more user friendly. They include solutions built by 601am and After6 Services, two U.S. based companies, as well as 37 from the Japanese MT developer community.

Both Aaron Bailey, 601AM principal and Dave Aiello, CEO of After6 Services were on hand to demonstrate their plugins. Aaron Bailey presented first, introducing the Navigation plugin, which allows the technically challenged to edit navigation within a WYSIWYG interface, removing the need to enter such changes directly into the templates. This will be a boon for sites that update their content regularly, but don't have the dedicated developers to keep up with changes. 

A CloudAssets plugin enables users to push files to both Rackspace and AWS environments, creating separate urls for local and cloud assets.   

The SuperAssets trio of plugins by After6 allow simple and seamless integration of YouTube, Flickr and SoundCloud assets into Movable Type posts. Instead of needing to embed in the source code, the assets fall under the rubric of the MT asset manager, allowing a clear view of all media assets in one place. 

Next Steps

Following the presentation of the After6 plugins, Dave Aiello made an impassioned call to action to the North American Movable Type community. Saying that it was time to change the way the community worked, he challenged the four North American development firms present to form a consortium of sorts, a Movable Type partner community to share resources and common knowledge to speed the creation of solutions and to avoid recreating work.

If this plan goes through, it could spell a boon to the development community and to Movable Type end users, in speeding solutions to the public and in solving problems with the combined knowledge and experience of the group.

Takeshi Osanai, product manager of Movable Type, had earlier in the day shared the following goals:

  • English translations of all available Japanese plugins
  • English translation of Japanese documents relating to MT
  • A renovated plugin directory
  • Share knowledge on github wiki with English speaking MT community.

Robert Minton, vice president of sales and marketing in North America, is tasked with seeing these goals come to fruition. Hired this past June, Minton knows the challenges ahead and is aware of mistakes made in the past. He is also aware of the level of competition that exists in today's market as opposed to when Movable Type was the only game in town. Minton acknowledged that design and customer service are two areas where Movable Type needs to step up its game in North America.  

Will all of this add up to Movable Type regaining market share in North America? Only time will tell for sure, but if the company and the community deliver on all of the plans they have for the future, it might just have a chance.

 
 

Source : cmswire[dot]com

Sep 24, 2012

The ROI of Digital Channel Shift

Today's businesses face the challenge of ensuring customers can access their services and products through whatever means they choose. Channel shift moves customer transactions to the most effective and efficient channel of engagement, creating satisfying customer experiences while delivering savings and increasing revenue.

In times of reduced budget and more savvy shoppers, channel shift is seen as an essential method of delivering better services and increasing sales to people looking to buy or seek information.

Channel shift, or web transformation as some people call it, is applicable across all industries. In this post I have highlighted the challenges and successes some businesses in the Financial Services, Travel and Transportation and Public sectors are experiencing.

Web transformation technology is not just about slick looking websites. Digital channels can:

  • Deliver more sales
  • Reduce the cost of sale
  • Reduce customer service cost
  • Increase customer conversion
  • Increase intelligence about customers.

The good news is that many vendors have proven success in this area. When selecting partner agencies, be sure to check that they can deliver at least 250 percent ROI. In other words for every £1/US$ 1 spent, you should aim to see a cash return or benefit of £2.50/US$ 2.50.

Channel Shift in Travel and Transportation

BF.devices.jpg

French ferry operator Brittany Ferries, prides itself on a commitment to provide an excellent online customer experience which has delivered increased bookings, outstanding levels of customer satisfaction and a reduction in contact center costs for this quality-focused cross-channel ferry operator. To date, the firm has moved 75 percent of ferry bookings online with a 275 percent ROI and have recently launched a mobile website to further assist travelers.

National train operator Virgin Trains faced a specific challenge — a significant increase in demand over the recent Olympic Games held in the UK. They quickly deployed a LiveChat facility before the games to enable customer service operators to chat online with up to 6 customers concurrently. This allowed them to help customers with quick questions they had about Virgin Trains’ operations and services whilst increasing conversion rates and customer satisfaction.

Channel Shift in Public Sector

Within the public sector many organizations are facing very clear budget cuts. In the UK there are clearly defined channel costs. According to Socitm, a face-to-face meeting costs £8.62/US$ 14.00, phone contacts are £2.83/US$ 4.59 whereas web transactions can be as little as £0.15/US$ 0.24. This clarity has ensured that channel shift is now widely adopted, but sadly still remains under invested.

iphone_black_D4U.homepage2.jpg An example of an organization that understands the need to invest to save, and have a clear eye for tracking ROI is Basildon Borough Council, located just outside London. They are targeting over £1m/US$ 1.6m channel shift savings.

Like every local authority in Britain, Basildon Borough Council is under pressure to reduce its operating costs without effecting the quality of service delivery. For the council, that has meant exploring ways in which its website can work harder to reduce the administrative burden on council staff, whilst protecting front line service to the borough’s 172,000 residents. This channel shift project is achieving improved service delivery and has seen ROI well in excess of expectations.

 

Continue reading this article:

 
 

Source : cmswire[dot]com