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¿Cómo crear el mejor portal del empleado?

Liferay - 8 hours 54 min ago
El proceso de creación del portal ideal empieza por la empatía

La transformación digital está modificando profundamente la sociedad y, por consiguiente, las empresas y la forma como gestionan sus actividades - tanto de cara a sus clientes, como internamente. Estos cambios en la gestión de los procesos internos y el aumento de la autonomía de los empleados ha hecho necesario que las empresas creen digital workplaces eficientes para adaptarse de manera rápida y ordenada a esta transformación.

La tendencia actual dentro de estos portales de empleados es la intranet social, o intranet 2.0: en vez de páginas estáticas de información, poseen funcionalidades como blogs, mensajes instantáneos, u otras herramientas que permiten a los empleados hacer comentarios y enviar mensajes. Este cambio es en parte debido a la incorporación de los millennials al mercado de trabajo. Una nueva generación que reclama utilizar herramientas más colaborativas y directas en sus relaciones profesionales.

Para crear soluciones y herramientas de comunicación interna relevantes para esta generación, los equipos de IT deben pensar en los empleados de la empresa de forma parecida a la que piensan en los consumidores. La experiencia de usuario es tan o más importante aquí que en las webs públicas. La recompensa de esta inversión se va a traducir en un aumento de la productividad y en una mejora del índice de retención de los empleados.

¿Qué debes hacer antes de empezar?

Hay dos puntos para tener en cuenta antes de empezar el proyecto de cualquier portal de empleado:

  • Accesibilidad: debe ser sencillo y fácil de utilizar, ya que su objetivo es facilitar el trabajo y no dificultarlo.
  • Tener contenidos relevantes: para que el portal sea atractivo y los empleados realmente lo utilicen. Idealmente, la página debe ser lo suficientemente relevante para que todos, además de utilizarlo, contribuyan con contenidos y saquen provecho de las herramientas.

A continuación os dejamos las seis preguntas que debes preguntar para saber si tu portal realmente aborda estos dos puntos:

#1 ¿Por qué necesitas un portal del empleado?

Si no tienes una visión sólida de lo que quieres hacer en tu portal puedes perder el enfoque en su proceso de creación. Correrás el riesgo de desarrollar una intranet que no atiende realmente a las necesidades de los empleados o de la empresa. Los principales motivos para la creación de un digital workplace son:

  • Aumentar la productividad
  • Unificar la comunicación interna
  • Coordinar los procesos de negocio
  • Facilitar la colaboración y la gestión de conocimientos
  • Facilitar los cursos de incorporación y formación

#2 ¿Cuál es el ROI?

La principal funcionalidad del ROI es analizar retornos para eliminar procesos ineficientes, cómo puede ser cuando los empleados pierden demasiado tiempo buscando documentos que están distribuidos de forma desordenada en la intranet de la empresa, afectando a su productividad. Por ello, cuando estés en el proceso de construcción de tu intranet, debes considerar cuáles son las funcionalidades principales que te ayudarán a obtener un ROI alto y evitar problemas de este tipo.

#3 Cuando miras a las herramientas que tienes actualmente, ¿cuáles no están funcionando como deberían?

Esta pregunta es esencial para que puedas tener una visión más empática de los usuarios finales del portal. La mayoría de las empresas tiene por lo menos un proceso que implica rellenar un Excel con datos. Este proceso funciona para una cantidad determinada de datos, pero, a medida que la empresa crece, no es algo fácil de ampliar o escalar. El ejecutivo tiene que tener en cuenta la necesidad de de un cambio en los procesos, que normalmente son sólo percibidos por los empleados. Otro ejemplo es cuando construyes un portal y descubres que tus empleados nunca utilizan determinada herramienta de búsqueda porque ella no retorna los resultados correctos.

En este momento debes empezar a diseñar un plan de acción para arreglar estos problemas y controlar el diseño de la intranet para evitar que pasen.

#4 ¿Qué deben hacer tus empleados?

A la mayoría de las personas no les gustan los cambios, con independencia de que estos reporten algún beneficio. Así que el primer paso para introducir un nuevo portal del empleado en tu empresa, es elegir e introducir las tareas más básicas y necesarias que tus empleados realizan - control de entradas y salidas o solicitud de vacaciones por ejemplo -. Puede parecer un poco fuerte, “obligarles” a utilizar el nuevo software, pero esto también exigirá que el departamento de IT tenga más responsabilidad y cuidado para crear una herramienta realmente eficiente y fiable. A pesar de lo que dicen muchos consejos sobre intranets online, construir este tipo de portal no es sobre hacer algo bonito, sino algo práctico, que va a ser, de verdad, utilizado por los empleados.

#5 ¿Qué herramienta les gusta a tus empleados?

Crear una experiencia de usuario basada en funcionalidades que ya son utilizadas por tu equipo y que les gustan es la mejor manera de hacer que se involucren en el proyecto, ya que así el nuevo portal les parecerá familiar. Si a tus empleados les gusta utilizar Facebook para planear eventos de la empresa, por ejemplo, puedes crear una plataforma social que incluya funcionalidades parecidas a las de Facebook.

#6 ¿Cómo tus empleados colaboran entre si?

Hacer que todos colaboren de manera efectiva en un portal es algo difícil de conseguir, pero, cuando están bien planteadas, las herramientas de colaboración son muy beneficiosa para la empresa, una vez que aumentan la productividad y facilitan la comunicación. Si consigues descubrir dónde están los principales pain points para la cooperación dentro de tu empresa, serás capaz de desarrollar un portal útil y eficaz que te permitirá maximizar el ROI del proyecto. Debes invertir tiempo para conocer cómo tus empleados trabajan en el día a día. Deberás tomar notas de todos sus procesos y herramientas utilizadas, desde post-its, los apuntes en una pizarra, o mensajes a través de grupos de WhatsApp. De esta manera, descubrirás qué herramientas les resultarán de utilidad si las decidimos incluir en nuestra Intranet.

Las buenas intranets son rentables

Finalmente, los mejores portales del empleado son los que necesitan menos recursos para ser gestionados, a la vez que tienen más impacto y eficiencia. El formato de intranet que eliges debe ser uno con el que los empleados se sientan cómodos y que lo adopten para que tengas suficiente feedback y sepas si le faltan herramientas o si debes cambiar algo. Además, lo ideal es que el portal del empleado sea construído con una plataforma de portal para que puedas agregar nuevas funcionalidades siempre que sea necesario y sin el riesgo de comprometer el sistema que ya se estás utilizando. El balance para un portal perfecto depende de los objetivos de tu organización, pero en la mayoría de los casos, los beneficios superan a la inversión.


¿Cómo asegurar el ROI de tu portal?

Descubre las mejores prácticas para asegurar el éxito de tu portal

Lee nuestro guía de mejores prácticas para crear un portal

Rebeca Pimentel 2017-08-16T08:15:46Z
Categories: CMS, ECM

Como criar Pesquisas com Clientes que Realmente Digam Algo

Liferay - Tue, 08/15/2017 - 18:05

Pesquisas com clientes são um método eficaz e testado de analisar opiniões de clientes existentes e potenciais, para que as empresas possam melhor serví-los. Embora esses formulários de perguntas e respostas possam ter suas origens em folhas impressas e interações face a face, a pesquisa com cliente permaneceu viável e ainda mais acessível na era negócios digitais.

Graças à plataformas online, pesquisas com clientes podem ser feitas com uma audiência maior do que nunca. Sendo assim, as empresas têm a oportunidade de obter uma grande quantidade de feedbacks detalhados que podem ajudar a melhor desenvolver suas estratégias de marketing e negócios. Receber respostas verdadeiras e detalhadas de clientes através de pesquisas digitais, concede às organizações informações valiosas sobre uma melhor percepção do comportamento do cliente, pontos de melhoria e jornada do cliente.

No entanto, grandes oportunidades requerem um planejamento cuidadoso. Os melhores questionários devem levar a dados valiosos e à melhoria de serviços que não poderiam ser possíveis sem o feedback do seu público.

Se você está procurando por maneiras de aprimorar suas pesquisas, de modo que você não esteja aproveitando ao máximo sua oportunidade, mas também melhor servir sua base de clientes, considere os seguintes passos para uma pesquisa de cliente. Você pode concluir que até a menor melhoria pode trazer respostas mais úteis e resultados aprimorados a longo prazo.


5 Recomendações Para Aprimorar Suas Pesquisas com Clientes

Pesquisas levam um certo tempo, esforço e investimento até que cheguem ao seu público. Mas quando suas perguntas são  falhas e sua implantação dá errado, os resultados podem ser desanimadores e até levar a conclusões erradas que afetam estratégias futuras. As seguintes recomendações podem ser implementadas na criação e lançamento de questionários futuros para melhorar a experiência da sua pesquisa, receber um feedback sincero e impedir falhas frequentemente experimentadas na criação de pesquisas, incluindo a possibilidade de trazer pensamentos tendenciosos e falhar na hora de atingir o público certo de acordo com suas necessidades.

1. Definir e Direcionar sua audiência – Definir sua audiência é o primeiro passo de toda pesquisa de sucesso para aproveitar ao máximo a oportunidade em mãos. Embora questionamentos de sua equipe possam ter provocado a necessidade de uma pesquisa, a determinação de quem exatamente responderá a estas perguntas será a única maneira de receber dados relevantes da pesquisa. De acordo com a Vertical Response, segmentar a audiência pode ser ideal para os objetivos específicos da sua pesquisa. Mesmo se você tiver um vasto banco de contatos, classificá-los em grupos com base em compras de produtos, localização geográfica, indústria ou outra característica definível pode ser a maneira mais precisa de obter o feedback específico que você deseja. 

2. Remova Perguntas Tendenciosas Para Obter Respostas Mais Honestas - É fácil deixar pensamentos tendenciosos e esperanças resultarem em perguntas que levem aos participantes a respostas específicas. Conforme detalhado pelo Help Scout, as melhores pesquisas levam a feedback e perspectivas honestas que você poderia não ter conhecimento antes da pesquisa. Depois de completar suas perguntas, tente olhar para elas de um ponto de vista mais objetivo. Elas contêm palavras que atribuem algum tipo de valor ao assunto? Por exemplo, "Como você apreciou nossos novos e melhorados recursos online?" leva a respostas positivas. Em vez disso, pergunte: "Qual é a sua opinião sobre a atualização recente dos recursos online?" Isso permanece muito mais neutro. Mantenha-se longe de suposições e fatos pré-supostos e mantenha suas perguntas o mais diretas possível, enquanto ainda incentiva respostas inteligentes e abertas.

3. Alinhe Perguntas com os Objetivos da Pesquisa – Tipicamente, estes objetivos pode ser sobre a criação de dados de pesquisas que melhorem serviços, aprimorar os esforços de marketing digital ou entender as opiniões sobre sua marca. Pesquisas úteis e de êxito constantemente têm essa meta e cada pergunta deve levar a isso. Conforme discutido pela Help Scout, objetivos devem ser definidos em duas ou três frases para deixar suas perguntas em ponto e frequentemente direcionadas para o que você está interessado em descobrir. Um benefício adicional é que sua pesquisa pode ser muito mais curta enquanto continua sendo efetiva. A pesquisa relatada pelo Client Heartbeat mostrou que pesquisas menores, geralmente com menos de 10 perguntas, têm uma taxa de abandono muito menor.

4. Vá das Questões Mais Simples para as Mais Complexas - Uma pesquisa deve ser estruturada de forma a orientar os leitores para questões mais complexas e profundas. Isso é possível ao organizar as perguntas de forma a encorajar respostas mais robustas e informativas depois de recebê-los com perguntas mais simples. Pense no layout da sua pergunta como o contato inicial de quem irá responder o questionário, encorajando-os a responder todas as questões. Colocar questões complexas no início da pesquisa pode levar ao seu abandono ou a respostas rápidas, levando a resultados pobres e inutilizáveis. De acordo com uma pesquisa da Bain Insights, quanto menor a taxa de resposta, mais aleatórios são os dados da pesquisa. Então, elaborar uma pesquisa com maior chance de ser completada é crucial para resultados confiáveis.

5. Use Ferramentas que Permitam Customização e Análise –  Existem muitas ferramentas em potencial para elaboração de uma pesquisa online. Mas qual seria a ideal para você? Os principais avanços na criação de formulários nos últimos anos inclui a coleta de dados sobre taxas de abandono em cada pergunta, para que essas seções problemáticas possam ser eliminadas. Além disso, formulários de pesquisa avançados podem ser customizados para mudar perguntas de maneira dinâmica, baseado em como uma pessoa se identifica no início da pesquisa, adaptando-se para pessoas que solicitam um empréstimo pela primeira vez ou apenas renovando o seu já existente. Além de ser essencial assegurar-se de que seu questionário é fácil de ler e concluir, ele também deve ser personalizável para suas necessidades exclusivas. Uma pesquisa de clientes bem sucedida será flexível o suficiente para acomodar perguntas simples e de múltipla escolha e respostas mais abrangentes e abertas para incentivar informações úteis e detalhadas do público. Ao tornar isso possível, as empresas podem incorporar completamente as quatro diretrizes anteriores na sua nova pesquisa.

Aproveitando ao Máximo as Pesquisas com Cliente

Pesquisas com clientes são apenas uma maneira que as empresas podem melhor compreender e servir sua base de cliente. Saiba mais sobre como melhorar de maneira estratégica a experiência do cliente e atender as necessidades do seu público-alvo para ficar à frente das tendências atuais.

 

Leia “Quatro Estratégias para a Transformação Digital do Negócio"

Luciano Demery 2017-08-15T23:05:01Z
Categories: CMS, ECM

Interjú Ambrózy Gáborral, a support és a kávé elkötelezett hívével

Liferay - Fri, 08/11/2017 - 04:14

Ambrózy Gábor (Amby) a Liferay budapesti irodájának support menedzsere. Vízióval érkezett a céghez és azóta, csapatával megosztva ezt a látomást, változatos és izgalmas projektek segítségével dolgozik a support jelenén és jövőjén.


  • A Liferay számos értéket képvisel, amelyekkel érkezésedkor probléma nélkül azonosultál és melyekhez magad is hozzáadtál. A legmisztikusabb talán a “Stay Nerdy!”. Hogyan magyaráznád ezt el a kívülállóknak és miért jó ez?

  • Elsősorban a "Légy önmagad!" kifejezés írja le leginkább ezt az alapértéket a cégben. Sok megjelenési formája van, de arról szól, hogy vállald fel a szenvedélye(i)det, hobbijaidat és ne félj azokat behozni a munkahelyre. Ezt az értéket nem szoktuk egyáltalán erőltetni vagy megkövetelni, de azok, akik felvállalják, sokszínűvé és érdekessé teszik a napi együttélést, legyen szó jógáról, Haribo gumicukor zacskók gyűjteményéről, vagy közös főzésekről.  

  • Mi a Te nerdséged?

  • A Mini autómárka iránti rajongásom és a kávé mindenféle formája iránti érdeklődésem azok, amiket nyíltan felvállalok ;-)

  • Cégen belül köztudott, barista képzést is végeztél. Miért pont a kávé lett a választott mérged? (A koffeintartalmán kívül persze.)

  • Azt hiszem a 4 évnyi olaszországi élet indított el véglegesen a lejtőn. :)

  • Rendszeresen főzöl kávét a kollégáknak, felajánlottad búvártapasztalatodat mások segítésére, sőt már egy titkos lángos nagyhatalmat is felfedtél munkatársaid előtt. Miért előnyös megosztani az érdeklődési köröket munkahelyen belül?

  • Nem biztos, hogy tudnám az előnyeit sorolni a megosztásnak, de komfortosabban érzem magam a munkahelyen, ha a számomra magánéletben is izgalmas dolgokat megoszthatom azokkal akikkel napi 8 órát együtt töltök.

  • Mesélj a pozíciódról. Mit élvezel benne a legjobban és milyen kihívásokkal találkozol?

  • Regionális Support vezető vagyok, Európa, Közel-Kelet és Afrika tartozik ahhoz a csapathoz, amelyikben dolgozom. Innen adunk szakértői támogatást közel 1000 ügyfélnek, a náluk dolgozó Liferay-el foglalkozó rendszergazdáknak, fejlesztőknek, tanácsadóknak. Legjobban azt élvezem, hogy olyan csapatnak lehetek a vezetője, amelyik kiemelten szakértői és tudásintenzív munkát végez. A kihívásokat pedig ugyanebben a körben találom meg, mert egyedi környezetben dolgozunk, ahol a munka elvégzését egyenlő szinten kezeljük a csapattagjainkkal való egyedi törődéssel, így mind a hagyományos, mind pedig a divatos menedzsment technikákat inkább a sarokban pihentetjük.

  • Merészen kijelented, “Support is sexy”. Mitől szexi? :)

  • Azt a fajta "szupportot", amit mi csinálunk, kevés helyen lehet megtalálni és úgy alakítottuk ki, hogy a lehető legnyugodtabb környezetben a legjobb minőségű munkát tudjuk végezni. Csábító az 5 éven túl is kitartó változatosság a megoldandó problémákban és izgalmas az a nyomozós-tuningolós munka, amit végzünk.

  • Az elvárt szakmai tapasztalaton kívül mit keresel egy új kollégában?

  • Legyen őszinte és legyen tisztában a saját preferenciáival. Ha ez megvan, akkor sokkal könnyebb elérni a célunkat: azt, hogy egyedileg tudjuk minden kollégával foglalkozni és kedvezővé alakítani a környezetet.

  • Mik a rövid és hosszútávú terveid a support számára? (Már ha nem titok.)

  • A következő hónapokban és évben még biztosan folyamatosan bővülünk majd, így ennek a gondos tervezése aktuális. Hosszú távon pedig majd a csapattal együtt kiválasztjuk, hogy mi lesz a legmegfelelőbb terv.

  • Mindeközben kapunk még kávét? ;)

  • Csinálok majd cold brew-t nagyobb mennyiségben, az nyáron a legnépszerűbb kávéital :-)

 

Andrea Tamás 2017-08-11T09:14:58Z
Categories: CMS, ECM

How to Evaluate Website Platforms

Liferay - Wed, 08/09/2017 - 15:53

The evaluation system for website platforms can be vastly different depending on your organization’s culture and the personalities of your project management team. By laying out a standardized evaluation approach, you can streamline the purchasing process, review platforms on equal footing and create a record of scores that can be revisited for future projects. Here are five steps for evaluating website platforms that can easily be applied to any other software solutions you plan to compare.

Tip: Accelerate your evaluation process by downloading our editable spreadsheet of evaluation criteria. It includes the criteria categories and calculations detailed below. Download Now

#1 - Define Evaluation Criteria

Defining evaluation criteria starts with gathering requirements at the beginning of a project. Take your user requests and split them into clear categories, with a list of features within each one. These features should be easy to define and measure. For instance, “good UI” is not a useful requirement, but “System simplifies the development of web pages leveraging themes, access rules and web components” is better.

There are five recommended areas of website platform criteria:

  • Cost: Established stack players such as IBM, Oracle and Microsoft have expensive platforms and complex maintenance and support pricing structures, but often compete with a wide network of partners. Open source platforms can offer more affordable options with a much wider network of specialists, thanks to the use of open standards and development methodologies.
  • Risk: Determine the acceptable risk level for long-term costs, integration capabilities, product chaining risk and end user satisfaction.
  • Control: Companies often need to strike a balance between centralized and distributed control to streamline decision making and maintain a level of team responsiveness.
  • End User Capabilities: No one likes a solution that’s difficult to use. Prioritizing solutions that are intuitive encourages user adoption. This is especially true for solutions reaching a diverse audience of users, such as portals or collaboration tools.
  • Heterogeneity: Companies can reduce maintenance and supports if they simplify the review and enforcement of organizational needs for product and content management at a high level, especially where central and departmental needs differ.

These areas can be organized by function instead, such as Portal or Social Collaboration. Just be careful not to overlook areas that aren’t tied to a specific feature, such as the risk of implementing a system that will force you to use more products from the same company down the line.

#2 - Quantify It

Quantifying the evaluation process makes the comparison easier and more accurate. Each vendor should be evaluated separately with the same table of criteria, then rated on a numerical scale. Often, stakeholders can become tied to a particular feature in one platform, and will argue for it without considering the overall strength of that solution. Quantifying your criteria ensures that you are giving weight to all criteria.

You can build your table of criteria based on the requirements from your team, or look for a sample of criteria online. Here is a sample from our  Liferay Buyer’s Guide Checklist, which is a platform-agnostic guide that identifies critical categories for website platforms and breaks out key features for each one.

Whether you build your own or use a template, the important thing is having the ability to assign those numerical values. Once you have that, you have deep insight into the strengths and weaknesses of each platform. You can compare vendors by category, by the total composite score, or you can weight the criteria that are more important for your project. We’ll discuss this more below.

#3 - Determine Use Cases

During the initial research process, vendors’ sales and marketing teams will likely present you with every possible scenario of how their platforms can be used. There are two ways to filter out the noise and focus on what’s relevant to your evaluation:

  • Choose one use case: By narrowing your scope to a single use case, you can limit the project requirements that you need to evaluate, and possibly eliminate some standard criteria altogether. This is especially useful if you’re choosing a platform for a standalone project that won’t need to integrate with other environments.
  • Set a timeline: Determine your project timeline before reviewing solutions, then prioritize the features that you’ll need during the initial implementation stages. This ensures that you’re taking into consideration functionality that you’ll need in the future, but not sacrificing the capabilities you know you need first.
#4 - Compare at Different Levels

There are three different “levels” you can (and should) use during your evaluation.

  • Overall Score: After all the vendors have been reviewed, look at the overall score for each. In our Buyer’s Guide sample, this is the total value of all the rightmost numbers added up, for a possible total of 1,465 points. Additionally, look at the distribution of scores throughout the table. It’s possible for a vendor to have a high overall score, but still have more 1’s than another vendor. Looking for an even distribution of high scores helps ensure consistency and accounts for the overall balance of the platform.
  • Category Score: Each platform can also be broken into categories — for example, Portal, Collaboration, Web Content Management and so forth. By comparing scores in the categories that are most important to your project, you can gain further insight to making a value judgment. Keep in mind that a vendor with the highest overall score can still score lower in the most important category for your project.
  • Weighted Score: Some criteria will be more important to your project than others. While one vendor may score well on three questions but poorly on one, a second vendor may do the opposite. If a vendor scored poorly on one of the most important features, then the final score may misrepresent the vendor. To adjust for these priorities, add a weight to each row after the table is completed. Project teams can use a 1 to 5 weight for each row, and then multiply to calculate the value placed in the rightmost column for each row. For example, if the vendor rates “4” for a question given a weight of 5, then the value placed in the rightmost column would be 20.
#5 - Don’t Rule Out Qualitative Evaluation

After your team has gone through the quantitative scores, you should counterbalance with a qualitative review. This should include review and discussion of the final scores, as well as a mix of the following:

  • Q&A demonstration
  • Proof of concept
  • Software trial
  • Reference customer outreach
  • Online evaluations

For these conversations, it’s important to bring in stakeholders from multiple departments, in order to account for concerns from all end users.

A Better Decision-Making Tool

An evaluation process isn’t meant to spit out one clear number to help you choose a platform. It’s a tool to guide your team in thinking through all the capabilities of a platform and be intentional in how you weigh the strengths and weaknesses of each one. By identifying, not just your requirements, but how those requirements impact one another and clarifying your priorities, your company is much more likely to choose a website platform that fits both your short-term and long-term needs.

Download Our Free Evaluation Template

Hate the tedious work of laying out a spreadsheet? We took care of it for you! Our editable template includes the categories and calculations discussed in this article.

Get the Spreadsheet

Christine Reyes 2017-08-09T20:53:46Z
Categories: CMS, ECM

Como construir a lealdade do cliente na era digital

Liferay - Tue, 08/08/2017 - 13:51

A era da transformação digital permitiu compreender e conectar-se com o público-alvo das organizações com uma maior facilidade, desde conteúdos dinâmicos à análise do comportamento do usuário em suas páginas, trazendo uma visão mais clara de como os indivíduos se relacionam com as empresas. No entanto, isso também afetou o relacionamento com os clientes mais fiéis.

 

Estudos mostram que clientes estão mais propensos do que nunca a ir para o concorrente quando ficam insatisfeitos com os serviços oferecidos, não importa quanto tempo ele manteve relacionamento com a empresa atual. Uma pesquisa da Vision Critical concluiu que 42% dos americanos irão parar de comprar uma determinada marca após duas experiências ruins, tornando a experiência do cliente de qualidade um ponto crítico na retenção desse cliente. Enquanto que essa falta de fidelidade pode representar amplas oportunidades para aquelas empresas que buscam expandir sua clientela, uma pesquisa da Havard Business Review mostra que custa aproximadamente sete vezes mais obter um novo cliente do que reter um antigo. Reter clientes traz benefícios financeiros e na reputação da empresa. 

 

Mas a dúvida ainda existe: como uma empresa pode melhorar a retenção de clientes em uma era onde a fidelidade à marca encontra-se por um fio?

Incentivando a lealdade através de uma boa Experiência do Cliente.

Mudanças na fidelidade do cliente podem ser vistas como resultado da transformação digital, com mais serviços do que nunca disponíveis e acessíveis online. Porém, muitas vezes o cliente tem mais vantagens das oportunidades online que as próprias empresas, levando a uma queda da fidelidade. Um dos maiores fatores da constante troca da lealdade dos clientes é a experiência do cliente. Estudos mostram que enquanto preço e qualidade dos produtos são partes relevantes para um cliente escolher uma empresa, a Experiência do Cliente (CX) é o aspecto mais importante desta decisão.

 

O termo Experiência do Cliente pode ser aplicado a toda interação que um cliente em potencial tenha com sua empresa, mas existem diversas áreas específicas que podem ter impacto na fidelidade do cliente. Marcas podem lutar contra o declínio da lealdade do público e seu impacto na retenção melhorando as seguintes áreas da Experiência do Cliente.

Facilidade de Acesso

Clientes existentes e potenciais devem ter a possibilidade de acessar rapidamente os serviços ou produtos da sua empresa quando e onde quiserem.  Hoje, os clientes esperam encontrar serviços online sem complicações ou demora. Sem lealdade à marca, fazer com que seus serviços sejam mais acessíveis podem fazer grande diferença no momento de escolha entre a sua empresa ou o concorrente. 

 

Uma fidelidade já existente faz com que o cliente atual escolha sua empresa primeiro, mas se o serviço deixar a desejar, ele facilmente irá para o concorrente. As empresas devem considerar como implementar experiências omnichannel em seus serviços. Ao fazer isso, o público-alvo pode, de forma rápida e prática, interagir online através de desktop ou mobile, assim como pessoalmente, com uma experiência consistente, levando-o naturalmente à conclusão da venda.

Fornecer um atendimento ao cliente útil

A área de serviço ao cliente é uma das mais lembradas interações entre seu negócio e seus clientes. Ela pode incluir frete grátis, programas de recompensas, políticas de devolução, ofertas promocionais e suporte ao cliente sobre problemas em produtos. De acordo com pesquisa da Harris Interactive, 62% dos consumidores americanos trocaram de marca no último ano devido à uma experiência ruim. Uma boa experiência do cliente não apenas reforça que sua empresa se importa com eles, como previne uma das maiores razões deles trocaram de marca

 

Não importa o mercado, atendimento ao cliente é crucial para representar sua marca no momento mais importante da decisão em qualquer jornada do cliente. Demonstrar constante confiabilidade nesse momento pode ter um grande efeito positivo na fidelidade do seu público.

Diferenciando sua identidade de marca

Clientes irão ligar sua marca ao serviço que você oferece. Oferecer uma boa experiência permite que os clientes associem sentimentos positivos à sua marca, enquanto que experiências ruins também marcam sua empresa. Por isso, é crucial que a experiência do cliente esteja alinhada com os maiores objetivos da companhia e que experiências positivas possam fazer com que sua marca esteja fixada na mente dos consumidores. Por exemplo, Amazon Dash buttons, que permite que o cliente peça um novo produto num simples toque de botão, é um diferencial da marca. Com isso, os clientes ligam a marca à experiência simples e satisfatória que tiveram ao usar o botão. 

 

O Customer Experience Index da Forrester concluiu que a ligação emocional dos clientes com uma marca tem grande influência na fidelidade. Cultivar e tornar positiva esta conexão emocional vai gerar uma fidelidade de curto e longo prazo numa época com concorrentes do que nunca. Num mar de produtos e serviços, ter laços positivos com sua marca ajuda sua empresa a se diferenciar e se tornar menos substituível para seus clientes.

Lealdade na Era Digital: 4 estratégias para engajar os clientes atuais

Conheça mais estratégias para as novas tecnologias digitais como coleta de dados e entrega da experiência digital com o objetivo de entender melhor seu cliente e continuar a construir lealdade em meio à turbulência do universo digital.

Leia o White Paper

Luciano Demery 2017-08-08T18:51:43Z
Categories: CMS, ECM

Tres motivos para usar plataformas de portal

Liferay - Tue, 08/08/2017 - 02:58
Las plataformas de portal están diseñadas para partidos largos

La mayoría de las empresas selecciona software y soluciones en base a las necesidades que tienen hoy, sin tener en cuenta los desafíos que a los que podrán enfrentarse en el futuro. Esta es la principal razón para la aparición de silos: si te acostumbras a elegir un nuevo software por cada nuevo proyecto o desafío que surge, dentro de unos años tendrás una cantidad inmanejable de sistemas que están siendo utilizados a la vez, que hará difícil la comunicación y el intercambio de información entre áreas.

Esta situación puede parecer inevitable, especialmente si perteneces a una compañía grande y con equipos que operan y contratan servicios de forma independiente. No obstante, para evitar los problemas que puede causar, existen las plataformas de portal. Su principal función es eliminar los silos dentro de los sistemas a través de una gran variedad de herramientas que se adaptan a las necesidades de cada área, haciendo posible tener un sistema que sea común para toda la empresa. A continuación te contamos las principales situaciones que hacen que las plataformas de portal sean la elección ideal.

#1 Tienes demasiados sistemas

Las plataformas de portal eliminan la necesidad de contratar demasiados software en dos vías: puedes utilizarlas para integrar sistemas dispares o puedes rehacer procesos para que los datos de cada sistema estén disponibles automáticamente en la plataforma.

Además, una plataforma de portal modular ofrece la posibilidad de realizar cambios en algún proceso específico en cualquier momento, sin que exista el riesgo de impactar otros procesos existentes. Esta es una capacidad vital para la mayoría de las iniciativas que están relacionadas con la transformación digital, ya que permite a las empresas controlar los cambios en sus distintos departamentos.

#2 Tienes públicos objetivos diversos

Las plataformas de portal están construidas con el objetivo de ofrecer diferentes tipos de contenidos a públicos diferentes. A día de hoy, muchos sitios utilizan estrategias de targeting de contenidos demasiado simple que, con frecuencia, acaban haciendo que un anuncio hecho a medida para un público se ofrezca también a otro completamente diferente, generando la idea de una “falsa personalización”.

En empresas que tienen grupos objetivos realmente distintos, como pueden ser los bancos - que direccionan sus anuncios hacia jóvenes estudiantes, propietarios pisos o personas jubiladas -, las plataformas de portal hacen posible la creación de un tipo sitio para cada segmento de mercado, y todos dentro de un mismo site padre (parent site). Esto permite que cada tipo de cliente vea solamente lo que es relevante para él, mejorando su experiencia y facilitando la administración de los contenidos de cada web.

#3 Tienes usuarios que necesitan tener la capacidad de crear sus propios sites

Si tienes usuarios que necesitan crear y customizar la interfaz de sus sub-sites que, por su vez, también tienen que ser administrados y controlados por el site principal, un sistema de plantillas avanzado puede facilitar mucho esta actividad. Las plataformas de portal contienen herramientas para la creación de plantillas que permiten que cada usuario haga los cambios necesarios, añadiendo su propio contenido.

Por ejemplo, The GLOBE Program permite que profesores de todas las partes del mundo puedan crear páginas web en globe.gov, que sirven como un espacio para dar clases online sobre ciencias de la tierra. Para que esto sea posible, GLOBE utiliza las herramientas de la plataforma de portal para crear templates para que todas las páginas de clases online tengan funcionalidades principales similares para los alumnos. Esto hace más fácil la recogida y la gestión de sus datos por GLOBE y facilita también la vida de los profesores que tienen menos trabajo de mantenimiento para sus sites individuales.

Construye para el Futuro, no solo para el presente

Las plataformas de portales se parecen a una caja de herramientas, especialmente ahora que muchas incluyen funcionalidades out-of-the-box. Cuando las empresas tienen la oportunidad de convertir procesos manuales complejos en soluciones digitales, deben considerar hacerlo con estas plataformas, ya que, además de automatizar los procesos, pueden ahorrar un tiempo valioso a sus empleados.

Algunos líderes de la transformación digital lo están haciendo también a través de la innovación en sus estrategias de TI. En vez de buscar crear soluciones para problemas o necesidades específicas, estas empresas se enfocan en crear un framework que estandariza los procesos lo máximo posible, para luego adaptarlos a cualquier necesidad futura. Esta estrategia permite que los desarrolladores se centren en la creación de componentes que van aportar la solución perfecta para la necesidad nueva, en vez de tener que recrear todo desde cero cada vez que surge una necesidad. Esto solo es posible gracias a estas plataformas.

Consigue más de tu portal

¿Estás consiguiendo el ROI deseado con tu portal actual? Descubre datos prácticos sobre cómo gestionar y analizar la inversión hecha en tu portal y asegúrate que le estás sacando el máximo provecho.

Le nuestra guía de mejores prácticas con portales

Maria Sanchez 2017-08-08T07:58:51Z
Categories: CMS, ECM

3.1.1 GA 2 and Installers Released

Liferay - Sun, 08/06/2017 - 23:31

3.1.1 GA 2 and Installers Released


Hello all,


We have pushed a new release of Liferay IDE, Liferay Developer Studio version 3.1.1 GA2 and Liferay Workspace Installer 1.5.0.1.


Liferay IDE 3.1.1 GA2


You can update or install the new release of Liferay IDE using either of the following links as usual:

https://releases.liferay.com/tools/ide/latest/stable/


If you have already installed one of the previous milestones, you can upgrade to the latest by just using ‘Check for Updates…’.  The /latest/milestone/ link will contain the latest 3.1.1 GA release as well.  


For full list of the bundles that includes Eclipse Neon 3 JavaEE package with Liferay IDE 3.1.1 pre-installed:

https://www.liferay.com/downloads/liferay-projects/liferay-ide


Liferay Developer Studio 3.1.1 GA 2

For customers, they can download Liferay Developer Studio on the customer studio download page. You can upgrade from Studio 3.1 B1 or 3.1 GA1 through Help > Install New Software... dialog, but it can’t be upgraded from other previous versions, 3.0 and before.


Upgrade From previous 3.1.x:

  1. download updatesite here

  2. Go to Help > Install New Software... > Add...

  3. Select Archive...Browse to the downloaded updatesite

  4. Click OK to close Add repository dialog

  5. Select all features to upgrade then click > Next, again click > Next and accept the license agreements

  6. Finish and restart to complete the upgrade


New Installers: Liferay Workspace and Liferay Developer Studio


Same as the previous 3.1 GA release, we have released two new installers for customers.  The smaller one is just for setting up a Liferay workspace and the other installer is the full fledged Liferay Developer Studio installer which installs Liferay workspace, blade, Developer Studio and comes pre-bundled with latest Liferay DXP server.


These installers will install the blade CLI program as well as optionally initialize a Liferay Workspace directory or generate token in your {user.home}/.liferay folder, the {user.home}/.liferay folder will be generated automatically if it doesn’t exist. You can visit this page to download the workspace installers.

This is the second ga release (See this blog entry for highlights of the 3.1.0 GA1 release.) It can installed on Eclipse Oxygen since we bundled buildship 2.1.1 and make it as a top level feature during installation.

New automate error report service has been made available now. Which would be easier for IDE/Studio to receive error reports and find out where our tools breaks in the field.




Release highlights:

 

  • Adapt to Eclipse Oxygen

        Blog Entry

        JIRA Ticket

  • Add Liferay IDE Error Report

        Blog Entry

        JIRA Ticket

  • Improve Liferay Workspace and Liferay Developer Studio Installers

        Bundle GA4 and latest DXP sp4 server

        Create {user.home}/.liferay folder automatically if it doesn’t exist

  • Bug fixes
Next

Add certificates from apple for Mac installers.

 

 

Feedback

If you run into any issues or have any suggestions please come find us on our community forums or report them on JIRA (IDE project), we are always around to try to help you out. Good luck!

Yanan Yuan 2017-08-07T04:31:03Z
Categories: CMS, ECM

Liferay IDE adapt to Oxygen

Liferay - Fri, 08/04/2017 - 00:51

    Hey all, I would like to let everyone know that Liferay IDE which bundles Buildship 2.1.1 can be installed into Eclipse Oxygen(4.7) now.

    We released 3.1.0 ga1 about two weeks ago. But it can’t be installed into Oxygen cause we bundle Buildship 1.0.x with IDE, but Oxygen bundles Buildship 2.0.x. These days, we were waiting for Buildship releasing 2.1.x which includes a necessary feature that we need. And everything goes well, they released the 2.1.x and we bundled it. In a word,  IDE 3.1.1 will be released very soon.

   Also we adjusted the category of IDE and make Buildship 2.1.1 a top level feature. You will need to check all categories when installing IDE from update site. See the following image.

 

  If you have any issue or feature request, please connect us via slack liferay community ide channel or post on community forums. Andy Wu 2017-08-04T05:51:58Z
Categories: CMS, ECM

Por que sua Tecnologia de Marketing não está Impactando seus Resultados

Liferay - Wed, 08/02/2017 - 14:33

Qual a prioridade número um dos profissionais de marketing atualmente?

Você concorda ou discorda com a afirmação a seguir? A prioridade número 1 dos marketeiros atualmente é conduzir a empresa para encontrar novas receitas e oportunidades de negócio. 

A maioria dos líderes empresariais diriam que concordam, de acordo com uma recente pesquisa de CMOs do CMO Council e Deloitte. Quase 70% dos entrevistados esperam que o principal papel do marketing seja impulsionar o crescimento. Isto significa que, além de atrair novos clientes e gerenciar a história da marca, CMOs agora contam com a atividade de buscar novos mercados e otimizar a experiência do cliente de maneiras que ajudam diretamente no resultado.

Com a explosão dos produtos MarTech nos últimos anos, é justo dizer que a maioria dos CMOs veem este conjunto de tecnologias como algo fundamental  para suas novas funções. Se CMOs conseguem identificar a melhor tecnologia para sua realidade e a utiliza constantemente para otimizar as experiências do cliente, eles podem encontrar oportunidades para aprimorar o atendimento ao cliente, tornar processos de marketing mais eficientes, coletar novos insights a partir de análises, e finalmente usar tudo isso como base para estratégias que contribuem para o crescimento de novos negócios.

A maioria dos CMOs não está beneficiando-se das ferramentas MarTech.

Infelizmente, quando se trata de executar esta visão com tecnologias de marketing, muitas empresas ficam desapontadas. Mesmo com a implementação de novos produtos, as organizações ainda não veem o impacto esperado de MarTech. Outra pesquisa mostrou, por exemplo, que a tecnologia está melhorando de maneira complementar o desempenho do marketing na maioria das empresas. Ainda mais preocupante, a partir de 2015 apenas 9% dos marketeiros acreditam que utilizam ao máximo suas ferramentas MarTech.

A visão do relatório do CMO Council sugere que essa falta de conexão acontece por conta do esforço dos CMOs em traduzir seu novo papel de impulsionar negócios em seu trabalho diário. Confira como os CMOs dizem que gastam seu tempo:

  • Revisando e aprovando planos de marketing, orçamentos e campanhas (45%)
  • Definindo e moldando a marca (44%)
  • Executando campanhas para atrair clientes (42%)
  • Aprimorando a narrativa da marca (37%)

Baseando-se nesta lista, parece que CMOs ainda focam na ideia de serem embaixadores da marca e no gerenciamento de campanhas, ao invés de alocar esforços para a otimização da experiência do cliente. Isso pode acontecer devido ao impulso habitual de seus papéis. Tradicionalmente, o marketing tem se concentrado nas promessas feitas aos clientes no início do funil de vendas. Isto reflete no investimento em tecnologia que os CMOs fazem, como o monitoramento de campanhas e softwares de relatório. O que eles precisam, no entanto, é uma tecnologia de marketing que aprimore a experiência do cliente, gere receita e otimiza soluções corporativas.

 

CMOs precisam começar a usar MarTech para impactar toda a Jornada do Cliente

Parece que MarTech tem um ROI notório em torno de áreas que tradicionalmente têm sido papel do marketing (como CRO, ou otimização de taxa de conversão), mas não está impactando necessariamente nos resultados finais de novas maneiras como os líderes esperam.

Com 63% dos profissionais de marketing utilizando algum tipo de mapeamento de jornada, sabemos que a maioria dos CMOs tem a jornada do cliente já estabelecida. Conectar tecnologias de marketing a pontos distintos da jornada pode ajudar os CMOs a identificar oportunidades de melhorias. 

Um grande exemplo disso vem da Deborah Wahl, CMO do McDonald’s. Ela formou um time com mais de 200 especialistas técnicos e utilizou os insights digitais que eles coletaram para analisar pontos críticos na jornada do cliente especificamente com a Geração Y. Eles descobriram que este grupo não gosta que o menu de café da manhã acabe às 10:30hr e sugeriram que o menu estivesse disponível o dia todo. Após a mudança, 78% da Geração Y disseram que visitaram o McDonald’s pelo menos uma vez no mês, a maior porcentagem já vista em três anos para este grupo. Este é o tipo de impacto que CMOs podem ter quando utilizam tecnologia para melhorar a performance, principalmente em momentos da jornada que ficam tradicionalmente fora do escopo do marketing.

Esta mudança no escopo é a diferença entre a otimização da experiência do cliente e das campanhas. Enquanto a otimização de campanhas foca em planos de marketing individuais com o intuito de trazer novos clientes, otimizar a experiência do cliente monitora e avalia a performance de cada interação com o cliente. Aqueles que se destacam gastam seu tempo monitorando a performance de cada canal, medindo a satisfação do cliente  em cada ponto de contato, e extraindo dados de estágios de compras posteriores e pós-compra.

Otimizar a experiência do cliente é o que CMOs precisam para começar a usar suas MarTech para, idealmente, com a ajuda de uma equipe de análise inteligente que compreenda como descobrir dados significativos e acionáveis. Isso terá um impacto maior nos resultados do que campanhas, e irá descobrir lacunas na jornada do cliente que CMOs poderão melhor avaliar.

CMOs com mais influência do que nunca

No relatório do CMO Council, 27% dos entrevistados disseram que o CMO é o principal controlador da receita, superando o CEO em 22%. Isto significa que CMOs agora contam com a oportunidade de atuar como membros de confiança da gerência executiva e influenciar nas principais decisões da experiência do cliente, desde que eles encontrem maneiras de sair da zona de conforto.


Plataformas de Experiência Digital: Projetadas para a Transformação Digital

Com o aumento do número de sistemas que as empresas têm que administrar hoje em dia, ter a tecnologia correta é essencial para manter as iniciativas digitais lucrativas. As Plataformas de Experiência Digital são desenhadas para ir ao encontro da transformação digital, unindo produtos de marketing e dados em silos para uma visão mais compreensiva do seu negócio. 

Leia o whitepaper

Luciano Demery 2017-08-02T19:33:31Z
Categories: CMS, ECM

Liferay IDE Error Reporter

Liferay - Tue, 08/01/2017 - 02:37

Today, I’d like to show new feature in Liferay IDE: Error Reporter.

Version: Liferay IDE/Liferay Developer Studio 3.1.1(unrelease).

When you are using Liferay IDE, once you meet any exceptions or error, Error Reporter can send the information to us to let us know what problems happened on your side.

 

Error Reporter is enable by default.

How to disable it:

  1. Click Preferences->General->Click Error Reporting

  2. Click Configure Projects

 

Now you can see there are two reporters are on, it is up to you if you want to enable or disable them.

 

Optional, you also can give us more details about yourself, it will help us to contact you and update the process and say thank to you!

Just type your own name and email:

 

Hope this Error Reporter can help us to improve Liferay IDE and make us closer to you!

  Terry Jia 2017-08-01T07:37:38Z
Categories: CMS, ECM

Hosting Liferay 7/DXP on AWS Lightsail

Liferay - Mon, 07/31/2017 - 04:42
Introduction:

Amazon Lightsail is the easiest way to get started with AWS for developers who just need virtual private servers. Lightsail includes everything you need to launch your project quickly – a virtual machine, SSD-based storage, data transfer, DNS management, and a static IP – for a low, predictable price.This is one of the latest offerings from Amazon Web Services. With the help of Lightsail, you can avoid all the low level plumbing of hosting an EC2 instance but rather spin off your instances at real rapid speed. To know more about this service you can have a look at this blog.

In this blog, i am going to give you the most simplistic steps required to launch Liferay 7/DXP on Amazon. Many of us would have done a similar hosting with Amazon EC2 but this hosting is even simpler. The objective of this blog is to document those steps so that any one that wants Liferay 7/DXP production instance up and running in the least possible time can make use of the steps.

  Creating your Lightsail Instance:

All you need to get your first instance with Lightsail is an AWS account. If you do not have an account already, create one by visiting https://aws.amazon.com. Once you have successfully created your AWS account, login to the AWS Management Console. From the Management Console, click Lightsail under "Compute" category.

This will open a new window with the Lightsail dashboard. This dashboard is the one-stop shop to create, manage and monitor your Lightsail instances. You can click on the "Create Instance" button to get started with your first instance. For hosting Liferay you need at least an instance with atleast 2GB RAB of any Operating System of your choice. My OS preference is usually Ubuntu 16.04 LTS.

In less than a minute you will see your Virtual Machine up and running. It would have assigned an IP address by default and also keep some ports opened to access the instance from outside the world. Right from this dashboard, you can also invoke the server console by clicking the button "Connect Using SSH". But for matured systems administrators this might not be the right approach.

Connecting to the Instance:

Seasoned server administrators would usually prefer connecting to this newly created instance from a conventional command prompt (non-windows) or from putty client (windows). For both these approaches you need the private key. Download the private key from the "Account" page. There will be one Default private key. It will get downloaded as a ".pem" file. Once it is downloaded keep it in a secure location and also change the permission to this file by tying the command,

>chmod 400 sample.pem

Rename "sample.pem" to the actual file name that you have downloaded. After changing the permissions you can remotely connect to your instance with the command,

>ssh -i sample.pem ubuntu@IP-ADDRESS

Replace the IP-ADDRESS with the actual public IP address of this instance provided by Lightsail. For the first time while connecting through SSH it will ask you to allow the access and you should type in "yes". In case of windows, you will have to upload the PPK file in the putty client. There are tools available to convert your ".pem" file to ".ppk" file. You can do this with the help of a tool called PuttyGen. Once you have successfully connected to your instance through SSH you should see the following screen.

  Preparing the Ground:

Now that you have successfully connected to your Lightsail instance, you have to do the following eight things as a "root" user. In order to switch the user as root, give the command,

>sudo su

1) Update & Upgrade the OS

The first thing is to get the patches and update the operating system. Run the command,

>apt-get update

Once the packagas are updated, now run the command to upgrade the OS with the latest set of packages

>apt-get upgrade

After you have performed an upgrade, it might ask you to restart the system. You can do this either from the Lightsail console by clicking the "restart" menu item or issuing the command "init 6" from the command prompt.

 

2) Changing TimeZone

Based the country and locale that you want to host your Liferay 7/DXP change the TimeZone. On a Linux system, this can be done by the command,

>dpkg-reconfigure tzdata

You can set the timezone in the resulting screens.

 

3) Install Apache2 WebServer

Apache is the most commonly used Web server on Linux systems. Web servers are used to serve Web pages requested by client computers. All the requests to Liferay will be routed through Apache. For installing Apache2, use this command,

>apt-get -y install apache2

Apache Webserver listens on port 80 which is opened by default on your Lightsail instance. To test apache is successfully intalled. Open a web browser and type the IP-ADDRESS of your VM.  You should get this page.

  4) Enable Apache Module "proxy_ajp"

The next step is to connect Apache2 with the Tomcat (Liferay). We are going to establish this connection with the help of an Apache module called "proxy_ajp". First you need to enable the module by issuing the command,

>a2enmod proxy_ajp

Once it is enabled successfully, you have to create a file named "proxy_ajp.conf" under "/etc/apache2/conf-enabled" folder and put these two lines,

ProxyPass / ajp://localhost:8009/
ProxyPassReverse / ajp://localhost:8009/

Save and close the file. Restart Apache by running,

>service apache2 restart

To confirm that the proxy_ajp module is enabled and configured properly, open the brower and type the IP-ADDRESS. You should get the following message.

Service Unavailable

The server is temporarily unable to service your request due to maintenance downtime or capacity problems. Please try again later.

Apache/2.4.18 (Ubuntu) Server at 35.154.147.88 Port 80

The proxy_ajp module is trying to invoke the Tomcat (Liferay) server on the back. But the Tomcat (Liferay) is still not installed, this message is justified for the time being.

 

5) Install MySQL Database

The next step is to install and configure MySQL Database to hold all Liferay tables. This can be done with the command,

>apt-get -y install mysql-server

During the installation of MySQL you will be prompted to set the password for the mysql user "root". Give the password of your choice. After the successful installation of MySQL, get inside the MySQL prompt,

>mysql -u root -pPASSWORD

When you are inside the MySQL prompt, create an empty database,

mysql> create database lportal character set utf8;

Confirm that the database is created nicely. You can "exit" from the prompt back to the shell.

 

6) Install Java Runtime Environment

Liferay is purely based on Java and all it needs to run is a JRE. Lets install the default JRE that comes with Ubuntu Operating System with the command,

>apt-get -y install default-jre

Lets confirm that the JRE is installed properly by issuing the command,

>java -version

 It should display the below result,

openjdk version "1.8.0_131"
OpenJDK Runtime Environment (build 1.8.0_131-8u131-b11-2ubuntu1.16.04.3-b11)
OpenJDK 64-Bit Server VM (build 25.131-b11, mixed mode)

Great, you are done with the installation of JRE.

 

7) Install MailUtils

We need the ability for Liferay to fire emails from the portal. For this we need to setup the SMTP server. This can be done with the command,

>apt-get -y install mailutils

At the time of installation of the postfix mail server, it will ask you to select the type. Go with the option "Internet Site". Confirm that the email server is configured properly, by sending a test mail from the command line,

>echo "My message" | mail -s "subject" yourname@youremail.com

 

8) Install Unzip Utility

This is the last and final step. As we have to unzip the Liferay Tomcat bundle we need an unzip utility. Install it with the command,

>apt-get -y install unzip

Congratulations, you are done with all the seven steps inorder to prepare the ground. Now, it is time to install Liferay 7/DXP. Till now we have done everything as a "root" user. Exit as a "root" and switch to the "ubuntu" user.

 

Install Liferay 7/DXP:

This is the final thing towards getting our Liferay Portal up and running. From the home folder "/home/ubuntu" download the latest version of Liferay Tomcat bundle. You can get the link of this file by going to http://releases.liferay.com. Based on your current location you may download this file from a different mirror.

>wget https://superb-dca2.dl.sourceforge.net/project/lportal/Liferay%20Portal/7.0.3%20GA4/liferay-ce-portal-tomcat-7.0-ga4-20170613175008905.zip

After the download of this bundle, unzip it with the command,

>unzip liferay-ce-portal-tomcat-7.0-ga4-20170613175008905.zip

The whole bundle gets unzipped in the folder "liferay-ce-portal-7.0-ga4" which will be the LIFERAY_HOME. "cd" into this folder and then to "tomcat-8.0.32/bin/" for starting the tomcat server. Before starting the server you have to do one small thing. Open the file "setenv.sh" inside this folder and remove the last parameter "-XX:MaxPermSize=384m" as it is no longer required in Java 8. Now start the server by invoking "./startup.sh".

You can view the console by typing "tail -f ../logs/catalina.out". Once the server is completely started, you can open the open the browser and hit the IP-ADDRESS. You should get the Basic Configuration page of Liferay.

The last step is to complete the basic configuration. You can uncheck the option for not adding the sample data. Also point do the database configuration by pointing to the MySQL database that we have created earlier. Click "Finish Configuration". Post this you may have to restart the server again for the changes to take effect. After the second restart when you open the browser and hit the IP-ADDRESS you will land in the default landing page of Liferay 7/DXP. 

Congratulations!! You have successfully setup Liferay 7/DXP on Amazon Lightsail Cloud. Enjoy playing around with the great features of Liferay 7/DXP. You just have to point your custom domain to this IP-ADDRESS in order for your website to be live in the production environment

Ahamed Hasan
Liferay Architect, Trainer & Consultant
Bangalore, India

Ahamed Hasan 2017-07-31T09:42:46Z
Categories: CMS, ECM

Divide and Conquer: Why you might want to render Structured Web Content in an ADT in the Asset Publisher

Liferay - Sun, 07/30/2017 - 20:50

As a companion piece to Eduardo Garcia's excellent Divide and Conquer blog post I thought it would be worthwhile writing up some reasons, from more of business, usability and flexibility perspectives than pure technical ones, why you might want to choose this approach for structuring and designing web content.

When I read Eduardo's blog post I had a couple of thoughts.  I've been using a slight variant of his approach for a couple of years now for Liferay demos I've built - and I always seem to be the only one using this.  To me it was obvious - keep the content itself separate from the design - and allow the dynamic presentation capabilities offered by the Asset Publisher to be used to full effect.  I've been meaning to write the approach up for a while - but in the end got beaten to it!

But while Eduardo's post is about the technical implementation, what I thought I could add was a bit more of the why you might want to use this approach - after all, we have a lot of customers who are maintaining their content with relatively non-technical users - and who otherwise might not see the value.

So, what are the benefits?  Well, if you've ever created a Liferay "Basic Web Content" article you'll know that you get a Rich Text editor to use - and you can switch this to HTML source mode if you're comfortable in doing so.  While extremely powerful, this can create its own challenges:

  • To get the best out of the editor it helps if you know HTML
  • You are combining the data of the content with the design of the presentation
  • Each article is entirely separate from every other one - what if you want consistent display formatting across lots of articles?
  • While the editor does its best to ensure that content that is authored is "proper" HTML there's still the chance that your users could create inaccessible content - forgetting to assign ALT tags to images, hard-coding font sizes, setting unhelpful colours etc.

Of course this is one of the reasons why we have the ability to design Web Content Structures anyway - the user simply completes a simple Web Form - and doesn't need to know (or care) anything about HTML, CSS, etc. etc.

So, what's the benefit of combining the use of Web Content Structures and Templates with Application Display Templates in the Asset Publisher?  Well, there are a few, but the biggest one for me is the ability to display dynamic content using the Asset Publisher - and to allow Audience Targeting to be incorporated as well.

Consider the following screenshots.  If you look carefully you'll see that in the first image the Carousel has 4 items, while in the second it has only three:

What's happening here is that I'm using a simple Audience Targeting rule to determine whether a user is logged in or not - and then using Asset Publisher to select all matching articles of my Web Content Structure.  This is obviously a really basic example - but the opportunities are almost unlimited.

The more typical approach for carousels in Liferay is to create a single Web Content Article, based on a custom structure that allows repeating items - in other words all of the items for the carousel are defined in one place.  While you're still benefitting from separating the data from the presentation you are limiting the flexibility available.  Your carousel always displays the same content, in the same order.  If you want to add a new item it will be at the end, if you want to delete an item you can - but deleting the first item is somewhat tricky.  You can't auto-expire content without expiring all items since you've only got one Web Content Article. And so on.

With the Divide and Conquer approach you can define content that expires on a certain date safe in the knowledge that the Asset Publisher will simply stop displaying it at the appropriate time.  You can sort the content using any field available (both system defined and per the structure) - so for example you could set a Priority (which is a system field) on each article so that the most important items show first.  When you couple this with Audience Targeting you could have an item for a specific campaign that runs for a limited period of time but that is only shown to users who meet the criteria for that campaign.

In this example the structure itself is really simple - I'm using the default "Title" for the headline, "Description" for the text, a link to an Image for the background image, and a link to a Page for the "Click for more" link - and then using CSS to overlay the text over the image:

What this means is that it really is trivially simple to create a new content item - so for content authors there's no need for them to have any knowledge of web design at all.  What it also means is that the look and feel for this content can be modified at any time - need to refresh the website - change the Web Content Template or ADT that renders the content and all articles of this type are updated.

Another benefit is that you can use Media Queries in the CSS (I use custom CSS classes that are defined in my theme) to render the content appropriately for different devices.  There's a huge benefit in keeping text separate from the image because it means that the rescaling that Responsive Design provides automatically will not simply shrink the text to a point where it can't be read.  In this case I've decided to hide the descriptive text entirely when presenting the carousel on a phone-sized screen:

So, are there any downsides?

Well, not really - and if there are any they are in my opinion more than offset by the ease-of-use and maintainability benefits.  In theory using the Web Content Display application to display one web content article with multiple items is less expensive (computationally) than using the Asset Publisher to dynamically select content of a given type based on users matching Audience Targeting user segments - but I think you'll probably agree that the flexibility offered far outweighs that.  There's cost associated with anything we do, but it is sometimes easy to overlook intangible costs like the time it takes people to create and maintain content compared to the known costs of a server.

If there are any thoughts on this please share! 

Cheers, Ben

 

 

 

Ben Turner 2017-07-31T01:50:39Z
Categories: CMS, ECM

Five Retail Technology Upgrades Every Brick-and-Mortar Store Should Make

Liferay - Fri, 07/28/2017 - 18:35

In the last year, retail companies experienced the sudden and widespread effects of what many are calling the bursting of the “retail bubble.” This has led to numerous store closures and, according to The Atlantic, nine retail companies in the United States have filed for bankruptcy within the first half of 2017 as more and more customers turn toward online shopping experiences.

However, brick-and-mortar stores aren’t becoming a thing of the past, they simply need to match the new expectations of customers. The in-store experience is ready for an upgrade and the modern era of retail technology innovation is what can make it possible.

The following five aspects of modern retail technology are currently sweeping the industry and can be applied to a wide variety of companies, with their unique benefits tailored to specific needs and goals. Consider how these aspects of digital transformation in the retail industry can help you innovate in the most effective ways possible.

1. Internet of Things

Interconnected devices will only continue to grow in number during the coming years, with IHS research predicting that there will be 30.7 billion IoT-enabled devices by 2020. These developments will further connect people with the many services around them via their smartphones. While some may currently see this as a fun but inessential aspect of digital innovation, IoT services are quickly becoming an aspect of everyday life. But how does this apply to your retail store?

Retail companies can participate in the larger world of IoT by allowing customer devices to integrate with both their products and their stores. For example, when a customer walks into a brick-and-mortar location, their smartphone can be connected to in-store services and products, so long as they give permission. For example, a customer can use their device to quickly scan an item on a shelf, which will pull up reviews and further information in order to give helpful insights. By doing so, customers can experience what it’s like to have your products in their life or see how your services can match their unique needs. If your company wants to present itself as being technologically advanced, making sure that your devices have easy-to-use IoT capabilities will be crucial in maintaining your relevance.

2. Omnichannel Retailing

Today, customers expect to smoothly transition between any Internet-enabled device while interacting with a brand. It’s crucial that retail companies keep up with these expectations, as unsatisfied customers will be more prone than ever to abandon their shopping journeys in favor of competitors who offer the experiences they expect, according to Accenture. While many think about transitioning between desktop computers and mobile devices when they hear the term “omnichannel,” true omnichannel retailing experiences extend to in-person interactions.

The data and online shopping history of a customer can be made available to in-store representatives so that they better understand their audience. When a customer walks into a store, well-orchestrated omnichannel retailing will provide their profile to employees, ensure that any appointments have been tracked and that what they are looking for can be found quickly and easily at brick-and-mortar locations. This ease of use and transitioning will make for pleasant and satisfying shopping experiences that make customers feel known as individuals. By building on an ecommerce platform that connects all of these actions, stores can connect mobile, desktop and in-store experiences for successful omnichannel retailing.

3. Beacons

While beacons are an aspect of IoT integration, they can provide enough advantages for stores to be discussed on their own. Most often, beacons can be set up in physical retail locations, connecting to and providing alerts, offers and other customized messages to the smartphones of audiences nearby to attract them to the location.

One of the most applicable uses of beacons in stores is to reach out to and snag customers that are passing by. For example, Macy’s uses beacons to send discounts to shoppers in the area of their stores while Carrefour’s beacons track customer behavior to better understand their actions while in stores. Doing so can create notifications about items that have recently become available or sales that are currently in progress in order to peak their interests and encourage a store visit. As discussed by Forbes, beacon usage can also provide stores with useful immediate audience feedback without a massive amount of time and money needing to be invested. Beacons add another layer to how stores interface with customers, adding digital communication to the face-to-face interactions only possible at physical locations.

4. Virtual/Augmented Reality

Virtual reality is an up-and-coming, but highly attractive, retail technology development. While VR may still be too expensive to implement throughout stores, augmented reality (AR) is now much more achievable through modern mobile apps. While VR most often requires dedicated headsets that place audiences in a different world, AR can be experienced through equipped smartphones, allowing new information to be overlayed on the real world when seen through the device’s camera. Think of how Pokemon Go caused a sensation by allowing people to “see” Pokemon in the real world. This can add new possibilities to experiencing what a retail store can offer.

By using virtual and augmented reality within brick-and-mortar stores, companies can offer audiences something new and different to further incentivize them to come inside and see what the company is offering. As discussed by Forbes, AR use can promote gamification and increased digital engagement between customers and stores. AR apps can allow customers to interact with your brand in new ways, including seeing new features and services while inside your store. Doing so can encourage them to come into your brick-and-mortar location for an experience they can’t have while only interacting online. With more and more companies attempting to move the in-person experience online, AR can allow you to provide a one-of-a-kind experience that can only be found in stores.

5. Artificial Intelligence

AI may be thought of as a distant technological development, but its uses are already coming into play for retailers. Most specifically, chatbots are being quickly developed and deployed by businesses in an effort to embrace what is being designated as “conversational commerce.” This personalized connection provides individualized interactions with large amounts of customers in ways that would be extremely costly if done via individual employees, such as answering quick questions regarding services and setting up appointments at any time of day. According to statistics by VentureBeat, demand is consistently growing for chatbots, with half of all people surveyed already preferring to contact businesses by messaging rather than phone. Chatbots can make this preferred method of conversational commerce possible and financially feasible.

AI can be used to make all four of the previously discussed upgrades more useful and successful in their implementation. AI allows IoT devices to trade information more smoothly, helps in-store employees use omnichannel retailing, provides beacon notifications that are applicable to a customer’s sales history and frees AR experiences of frustrating glitches. As AI continues to improve and become further implemented in retail technology, its place within your in-store experience will only grow more necessary.

The Benefits of Digitally Upgrading Your Store

By implementing all five of these digital upgrades to your brand’s in-store experience, you can be better prepared to connect with the modern customer. Equip your employees and take your brick-and-mortar stores to the next stage of digital transformation with an ecommerce platform that equips them in the ways that customers today demand.

Making the Most of Retail Customer Experience

Upgrading your in-store experiences is only one aspect of making the most of your customer interactions. Read more about what customer experience improvement strategies are possible in our whitepaper.

Read 3 Key Strategies for Consistent Customer Experiences

Matthew Draper 2017-07-28T23:35:35Z
Categories: CMS, ECM

Four Ways Retail Predictive Analytics Boost Store Performance

Liferay - Fri, 07/28/2017 - 18:29

Research shows that, more than ever, shoppers want their favorite brands to immediately fulfill or even predict their needs and desires. Purchasing an item is no longer an isolated event, but part of a seamless, integrated experience that blurs the line between online and offline shopping. While changes in retail technology trends have had noticeable effects on brick and mortar stores across the United States, with many chains experiencing massive closures, integrating modern digital technology with the appeal of in-person shopping can have many benefits for companies.

Today’s benefits of omnichannel retailing include being able to gather previously untapped information regarding shoppers’ behavior and interactions with brands. The potential uses of this data are plentiful, but one of the most impactful in today’s retail world is the application of predictive analytics to shopping behavior. By understanding how past shopper actions can be used to determine future actions, analytics can anticipate and fulfill the needs of customers for more successful marketing than ever, both online and in-store.

The following benefits of retail predictive analytics can help shape the future of retail companies and find success for stores in ways that were previously impossible.

1. Improved Targeted Promotions

Targeted promotions are commonly used by companies across industries in order to add a layer of personalization and improve customer relations. However, poorly planned targeted promotions can have the exact opposite effect on a customer base. Research from Access Development found that 57% of the customers they surveyed said receiving offers for products after submitting negative reviews of related products to be a top reason for ending their relationship with a brand.

Properly targeting your promotions means that in-depth knowledge of individual customers will greatly inform the offers that they receive. This includes being aware of past shopping behavior and predicting customers’ future needs, such as supplemental products to what they have previously purchased and well-timed refills based on behavior patterns, like ink cartridges for printers. This can also improve engagement both online and in stores, as well as form a stronger relationship between brand and customer.

2. Predictive Search

Modern websites help customers find what they are looking for in as little time as possible through strong search functions, which are designed to pull up accurate results that reduce the time spent looking for an answer. However, the use of predictive analytics takes things one step further by using personalization to predict what customers will search for ahead of time. This includes both autofilling searches as users begin to type out their query and populating landing pages with products and services that visitors may have come to look for before they can even begin their search. The Amazon analytics system is one of the great examples seen today, as the system keep users coming back to the site and becoming interested in products they may have not normally seen.

Strong retail predictive analytics systems properly understand user behavior and make accurate, helpful predictions that encourage return sales completion without offending or interrupting customers. However, it is very important that these predictions are accurate, as providing inaccurate or unwelcome results can unnecessarily complicate the search process or potentially offend customers, such as the now-infamous Target pregnancy ads. When done correctly, website visitors will be less likely to explore their options with competitors and more likely to return to your site for future needs.

3. Optimized Inventory Management

The use of personalized shopping isn’t just about making customer interactions easier. It’s also about making sure your stores are properly stocked and prepared for their clients. This will not only decrease customer frustration caused by out-of-stock items, but will also save money by decreasing the chances of understocking or rush shipping. As discussed by Harvard Business Review, predicting demand is far more effective in cutting costs and determining needed inventory than basing inventory on aggregated total sales, as using analytics will create hyperlocal forecasts that distribute inventory geographically.

According to Accenture research, only a third of retailers currently offer omnichannel basics for their audience, such as store fulfillment and a visible inventory accessible across multiple channels. Consider how cutting costs through predictive analytics and more can impact your company and in what ways you can efficiently meet customer needs for the most effective uses of omnichannel retailing, which connects online shopping with brick-and-mortar stores.

4. Continued Customer Relationships

Customers want to feel like they are known by companies and seen as individuals, including before, during and after a purchase. Rosetta Consulting research indicates that highly engaged customers will complete purchases with a brand 90% more often than those who are seen as not being engaged. In addition, they were shown to spend 60% more per transaction. By using predictive analytics, omnichannel retailing can show customers that they are aware of their needs. Purchases made in-store are reflected online and online shopping history can be provided to brick-and-mortar employees so that they can identify individual customers and quickly answer their questions, creating a continual and consistent relationship between brand and customer.

All three of the previously discussed aspects of retail predictive analytics are focused on continuously improving customer engagements. Predictive shopping will grow in importance in the coming years for retailers as audiences begin to expect intuitive online shopping and companies who can understand their needs and interests. When used correctly, these features can show that your brand cares about customers and is on the leading edge of modern shopping technology.

Equip Your Brand with Predictive Analytics

While each retail brand will need to determine the role that predictive analytics plays in their strategy, its effects on the speed and accuracy of each store’s reactions to customer needs can be a great help in this era of shifting industry trends. Building your front- and back-end systems on a platform that can collect customer data and build actionable insights will help you better understand your customer base and take effective action as soon as possible.

Embrace the New Era of Retail

Retail technology trends are changing, but that doesn’t mean you have to be left behind. Find out more about the modern digital era’s effects on the retail industry and equip your company for success.

Learn the Latest Retail Strategies

Matthew Draper 2017-07-28T23:29:52Z
Categories: CMS, ECM

Amendment to LDAP in 7.0/DXP entry

Liferay - Fri, 07/28/2017 - 16:17

The other day I posted a blog entry about LDAP settings in 7.0/DXP and how generating the hash values precludes the ability to have the files configured without having to go into the UI. You can read it here.

In discussion with other technical resources and through further testing, it is, in fact, possible to create the files without the need for a hash. Instead of the hash value, we replace it with the word "default" so the files look like this:

com.liferay.portal.security.ldap.authenticator.configuration.LDAPAuthConfiguration-default.config com.liferay.portal.security.ldap.configuration.LDAPServerConfiguration-default.config com.liferay.portal.security.ldap.exportimport.configuration.LDAPExportConfiguration-default.config com.liferay.portal.security.ldap.exportimport.configuration.LDAPImportConfiguration-default.config

Now since we're not generating those files, we need to know what to put in them, right? Here are the necessary contents. Values marked <LIKE-THIS> are values that need to be filled in at the very least, and these are only in the LDAPServerConfiguration file.

LDAPAuthConfiguration

companyId="0" enabled="true" passwordEncryptionAlgorithm="NONE" passwordPolicyEnabled="false" required="false" method="bind" LDAPServerConfiguration contactMappings="" groupSearchFilterEnabled="true" authSearchFilter="(&(objectCategory\=person)(mail\=@email_address@))" userIgnoreAttributes="" baseProviderURL="<LDAP-SERVER-HERE>" baseDN="<LDAP-BASE-DN>" securityPrincipal="<LDAP-PRINCIPAL>" serverName="<SERVER-NAME>" ldapServerId="0" userSearchFilter="<USER-SEARCH-FILTER>" groupMappings=["description\=description","groupName\=cn","user\=member"] groupDefaultObjectClasses=["top","group"] securityCredential="<LDAP-PRINCIPAL-PW>" userDefaultObjectClasses=["top","person","inetOrgPerson","organizationalPerson"] companyId="0" groupsDN="" userMappings=["emailAddress\=mail","firstName\=givenName","group\=memberOf","jobTitle\=title","lastName\=sn","password\=unicodePwd","screenName\=sAMAccountName"] groupSearchFilter="<USER-SEARCH-FILTER>" contactCustomMappings="" usersDN="" userCustomMappings=""

(Optional) LDAPExportConfiguration

companyId="0" exportEnabled="false" exportGroupEnabled="false" (Optional) LDAPImportConfiguration importGroupCacheEnabled="true" importUserPasswordEnabled="false" importUserPasswordAutogenerated="true" importUserPasswordDefault="test" importCreateRolePerGroup="false" importOnStartup="false" importLockExpirationTime="86400000" companyId="0" importEnabled="false" importInterval="10" importUserSyncStrategy="auth-type" importMethod="user" Again, once those files are filled in, they can be placed in the ${LIFERAY_HOME}/osgi/modules, or ${LIFERAY_HOME}/osgi/configs. No restart needed.   One final thing to note is *.cfg vs *.config. Which one is the correct one, and why? I tested this on DE 7.0 SP4 (DXP SP4), and at least from that version onward, *.config files are the correct way to go. They're a bit more versatile than *.cfg files. Jonas Choi 2017-07-28T21:17:52Z
Categories: CMS, ECM

User Experience and APIs: The Future of Traditional Banking

Liferay - Fri, 07/28/2017 - 12:23

As digital banking transforms, it is unclear what the bank of the future will look like. But one thing that is clear is that physical branches will become less important. Online channels will increase in priority and financial institutions will focus on optimizing innovative and consistent experiences to increase market share.

A 2017 study from Capgemini and Efma, the World Retail Banking Report, explores how traditional banks and fintechs must work together to create a new financial ecosystem. Developing open APIs and improving user experience are current priorities for financial institutions. We’ve included some of our conclusions from this study here.

Traditional Banking Must Compete with Fintechs to Provide a Satisfying User Experience

Traditional banks still have significant control over their customers. Nonetheless, digitally-native financial technology companies (fintechs) are gaining ground. Fintechs have differentiated themselves by their ability to deliver personalized value to the final customer. According to the study, almost a third of traditional banking customers have some kind of relationship with them already.

This new competition is forcing traditional banks to improve their front-end experiences. By improving and increasing loyalty and satisfaction for current customers, big banks can drive retention and avoid losing customers looking for other alternatives.

This tipping point between interest and retention has been called the moment of truth. Key moments in which customers interact, through their preferred channel, with their financial services provider. The moment when a particular opinion about products or services is formed; an established relationship that develops before the point of sale. Examples include increasing the limit of a transaction, asking for credits online, managing notifications in real time and et cetera.

As technology becomes more and more important, moments of truth are becoming increasingly important online. As customers demand better services with better experiences, technology must be equipped to aid moments of truth in the customer journey. But what does technology need to do? There are four suggestions:

  • Extract existing corporate information from outdated computer systems, or connect these systems, to put the customer in the center and offer better service.
  • Innovate quickly by launching new products and services to the market, thereby creating new value on current business models.
  • Release corporate information to the market efficiently by different web or mobile channels, through an omnichannel experience.
  • Customize the content and services depending on the type of user.
APIs will change the future of traditional banking and promote open banking models.

So far we have talked about the user experience on a general level. However, the development of APIs can help traditional banking compete in a fully digital environment. In addition to developing new products and services in an agile manner, traditional banking should collaborate with third parties to create a valuable marketplace for the end customer, which is key to improving long-term consumer loyalty. According to the report, 91% of banks and 75% of fintechs expect to work together. This is notable; the expectation, even the desire, to innovate together is high.

PSD2, APIs and Their Impact on Traditional Banking

The PSD2 is the new European directive that aims to create a single payment framework within the European Union. The measure brings relevant changes to the financial sector by allowing access of banking client information to third parties. If mismanaged, enforcing the directive may mean that traditional banks lose a "monopoly" on their current customers. Without being able to meet digital demands, users may be forced to look for alternatives to manage their payments and finances through third parties (fintechs).

Although the new directive does not explicitly mention APIs, in this context APIs will play a key role. José Manuel de la Chica, Ventura Solutions Architect in New Digital Business of BBVA points out, that "although PSD2 does not speak specifically about APIs, most professionals in the technology and financial sector assume that APIs will be the technical means that allow banks to comply with the regulations." However, BBVA also points to the creation of standards in the sector of banking APIs for definitions, nomenclature, access protocols and authentication (i.e., OAuth, certificates, tokens, double factor, etc.). This is the real challenge towards a practical application of PSD2—to be really effective for transforming the digital payment media market in Europe. As highlighted by Cinco Días, PSD2 "is not only a new regulation to enforce, it is the starting point of a new open banking ecosystem."

In short, traditional banking in Europe has two options, either resist the change or lead the change. The latest movements indicate an intention to lead, and we see traditional banks are becoming increasingly open to innovation and collaboration with third parties, evolving day by day towards the open banking model.

Do you develop projects in the banking sector? We can help.

This post was first published in Spanish by Javier Puga.

William Jameson 2017-07-28T17:23:34Z
Categories: CMS, ECM

How to get themedisplay object and portlet id in wcd velocity template

Liferay - Thu, 07/27/2017 - 07:08

#set ($serviceContext = $portal.getClass().forName("com.liferay.portal.service.ServiceContextThreadLocal").getServiceContext())

    #set ($httpServletRequest = $serviceContext.getRequest())

    #set ($objThemeDisplay = $httpServletRequest.getAttribute("LIFERAY_SHARED_THEME_DISPLAY"))

 

$objThemeDisplay.getPortletDisplay().getId()

Neha Goyal 2017-07-27T12:08:20Z
Categories: CMS, ECM

LDAP Configuration in 7.0/DXP

Liferay - Wed, 07/26/2017 - 16:29

There are a great number of changes in Liferay 7.0/DXP, and one of them is how LDAP settings are managed when dealing with configuration files. In 6.2 and earlier, one could simply copy all the relevant settings into portal-ext.properties and have that load on startup. However, in 7.0, the old LDAP settings are no longer present in portal.properties, and the old way doesn't work. So how is that done?

What we need here is a *.config file. In fact, we need 4 of them.

com.liferay.portal.security.ldap.authenticator.configuration.LDAPAuthConfiguration-${HASH_VALUE}.config com.liferay.portal.security.ldap.configuration.LDAPServerConfiguration-${HASH_VALUE}.config com.liferay.portal.security.ldap.exportimport.configuration.LDAPExportConfiguration-${HASH_VALUE}.config com.liferay.portal.security.ldap.exportimport.configuration.LDAPImportConfiguration-${HASH_VALUE}.config

Those are some very long filenames, and once the hash value is added in, it gets longer. This begs the question: where does the hash value come from? There are two possible ways to get a filename with a hash value: get the file from someone else, or use the UI.

Here is a straightforward way of using the UI to generate the config files.

  1. In a running Liferay system, go to Control Panel -> System Settings -> Foundation. One could search for "LDAP" from the System Settings panel as well.
  2. Edit the values as desired for LDAP Auth, LDAP Servers, and if desired, LDAP Export and LDAP Import configs. 
  3. From the Control Panel -> System Settings -> Foundation page, use the 3-dot menu (aka ellipsis menu etc...) to export the settings and save the file. These files now have the hash value along with the file name.
  4. Copy these files into the Liferay system to be configured and place them at ${LIFERAY_HOME}/osgi/modules.
  5. (Optional) To revert the LDAP settings back to default values and have them be read from the config files, use the 3-dot menu and select "Revert to Default".

Long time Liferay users will recognize the fact that once something has been entered into the UI, it will always supercede config files. The "Revert to Default" option is a new feature that allows for the config files to be read once again even after something has been entered into the UI. In short, to have LDAP be read by config files, the settings have to be entered into the UI to generate the config files.

The hash value is not unique to the system and can be used across multiple systems.

Some things to note:

  • The hash value is necessary. Liferay will not read the file properly without the hash value.
  • The file content can be edited without changing the hash value.
  • Changes to the file content are picked up without a restart.

The last note above is the major difference between the old way via portal-ext.properties, and the new way with OSGi. Changes to the files do not require a restart. No longer does a single typo cost several minutes (or more) of time waiting for the system to restart once it has been fixed!

LDAP setup via config files in Liferay 7.0/DXP has consumed my last 2.5 days, and I hope I have saved you some time and frustration.

Jonas Choi 2017-07-26T21:29:05Z
Categories: CMS, ECM

Cómo corregir los pain points de tus clientes

Liferay - Tue, 07/25/2017 - 04:24

En el último post del blog os ofrecimos algunos consejos para descubrir los pain points de la relación de tu empresa con el cliente. Y tal como os prometimos, en este artículo hablaremos sobre qué hacer para eliminarlos, aumentando el nivel de satisfacción del cliente y el retorno de la inversión hecha para encontrar estos puntos débiles.

Sabemos que los pain points varían en cada empresa, incluso cuando comparamos las del mismo sector. Sin embargo, existen medidas genéricas que pueden ser adoptadas por cualquier compañía y luego adaptadas a su situación particular. Pero, antes de empezar a tomar decisiones sobre las medidas, hay que considerar los siguientes factores:

  1. Qué cambios van a generar más mejoras
  2. Cuáles son las áreas con el peor desempeño
  3. Cuáles son los pain points que, cuando sean mejorados, van a generar mayor aumento en la lealtad de los clientes

La falta de coordinación en las operaciones dentro de la empresa es una de las causas para que surjan puntos débiles y, en consecuencia, frustración y malas experiencias para el cliente. Por eso es muy importante tener claras las respuestas a estas preguntas. A continuación os proponemos cuatro medidas que pueden ser útiles para solucionar los problemas más comunes a los que se enfrentan los clientes.

1. Eliminar las barreras entre dispositivos

¿Qué problemas soluciona?

  • Necesidad de volver a iniciar procesos de compra
  • Ser obligado a reescribir la misma información personal una y otra vez

Ofrecer experiencias omnicanal es algo necesario en la era digital. Esto permitirá al cliente cambiar de dispositivo sin tener que rellenar el mismo formulario una segunda o incluso más veces y poder seguir con la operación que estaba realizando. Además de posicionar a las empresas a la cabeza de la innovación digital, las experiencias omnicanal son muy eficaces para combatir la falta de paciencia de los clientes que no dudan en abandonar un proceso si no cumple sus expectativas.

Ofrecer experiencias conectadas entre dispositivos facilita el engagement del cliente y, según Rosetta Consulting Research, los clientes fidelizados tienen 5 veces más posibilidades de comprar productos o utilizar servicios de la misma empresa en el futuro.

2. Eliminar barreras entre departamentos

¿Qué problemas soluciona?

  • Pérdida de información importante sobre el cliente
  • Tener que pasar por etapas innecesarias para la finalización de una compra

Las empresas, a medida que crecen, crean departamentos para poder gestionar y organizar mejor sus actividades. No obstante, cuando los departamentos no se comunican o utilizan sistemas muy distintos puede convertirse en un problema, especialmente, en la era del marketing digital.

Lo ideal es que haya un flujo natural de información entre las distintas áreas de una empresa para que el cliente no tenga que ofrecer los mismos datos cada vez que pasa por un departamento diferente causándole descontento y frustración. Cuando una empresa conecta los departamentos, los datos de un cliente que, por ejemplo, rellenó un formulario gracias a una acción de marketing deberían estar disponibles para el área de ventas y así conocer su necesidad concreta. Si realiza una compra, los datos relativos a la misma deben estar disponibles para el departamento de atención al cliente, para que puedan contestar a las dudas o resolver los problemas que puedan surgir para ese cliente conociendo su historial completo de cliente. Romper cualquier barrera o silo interno que pueda dificultar la interacción del cliente con la empresa puede ayudar a resolver puntos débiles de forma rápida.

3. Mejorar la integración de los canales digitales

¿Qué problemas soluciona?

  • Falta de posibilidad de comprar un producto que ha visto el cliente en las redes sociales y le ha gustado
  • Sentirse ignorado por las empresas cuando comunica sus necesidades por las redes

Muchas empresas ven sus redes sociales y páginas web de forma separada, y no como herramientas complementarias que deben ir de la mano. Este es un error común que hay que evitar. Las redes son la herramientas que las empresas tienen para darse a conocer y comunicarse de igual para igual con los usuarios, incitando a la compra y generando una comunidad alrededor de la empresa que los websites, por sí sólos, no pueden hacer. No obstante, si un usuario muestra interés en un producto anunciado en estas redes y no lo encuentra en la web o en la tienda, puede causarle insatisfacción.

Además esta forma comunicación, más cercana al cliente, hace que se sienta más importante, conocido de forma personal, y le da voz dentro de la empresa. Si esta voz no es escuchada o si la comunicación entre las redes y las webs no existe, y el cliente nada más pasar de una a otra vuelve a empezar de cero, generará frustración y las redes pasarán a convertirse en un pain point más en la empresa. Por eso tener los canales conectados es necesario para eliminar este tipo de problemas además de ofrecer insights importantes de la opinión del cliente y de las posibles dificultades que tiene o tuvo al tratar con la empresa.

4. Crear experiencias personalizadas para evitar los habituales errores en las estrategias de Marketing

¿Qué problemas soluciona?

  • Recibir anuncios de productos que no son interesantes
  • Recibir comunicaciones equivocadas
  • Tratar clientes antiguos como si fueran nuevos

Existen pocas cosas que sean menos atractivas que recibir contenidos de marketing "personalizados" que claramente no son naturales y que generan el efecto contrario: el cliente se siente como uno más en la base de datos de las empresas.

Según AccessDevelopment.com 57%, de los clientes entrevistados han dicho que recibir anuncios de un producto que han evaluado mal es la principal razón para dejar de comprar de una marca. El mensaje es claro: el consumidor actual desea ser tratado como si fuera único, y si no se hace de forma correcta, la personalización puede perjudicar a la empresa más que ayudarla. Hay que limpiar y usar la base de datos de la manera adecuada y evitar forzar una personalización que verdaderamente no existe.

Eliminando los pain points con una gran experiencias de cliente

Crear experiencias de cliente perfectas y de éxito marca la diferencia en los resultados de una empresa y en cómo el cliente ve una marca. Si buscas más formas de aumentar la influencia digital de tu empresa y mejorar la experiencia para tus clientes, descarga nuestro whitepaper y descubre más estrategias.

Cuatro estrategias para transformar la experiencia de tu cliente

Maria Sanchez 2017-07-25T09:24:31Z
Categories: CMS, ECM

Liferay Digital Performance Management using Dynatrace

Liferay - Mon, 07/24/2017 - 08:37

During my last LIUG presentation on this topic, many participants showed interest in this tool and they wanted to try this in their enviornment. I am writing this blog for beginners, who want to explore Dyntrace APM with Liferay DXP.

What is Dynatrace:

DynaTrace Software is an Application Performance Monitoring  tool (APM) ,Which is widely used nowadays .It comes with advanced features for monitoring Java. Through which we can easily identify the performance of our application.

We are using it to discover the existence of abnormalities in CPU Performance, response time, transaction rate, throughput and system usage. It has helped to diagnose and fix many performance issues at an early stage and make our application more value able

It works based on Pure Path. Pure Path? Will explain   How it works: Dynatrace works based on PurePath technology and monitor each and every node of your transactions. A PurePath is the horizontal view of a transaction in a monitored application environment and is the basis for top down analysis, which is defined by analyzing how an application or transaction is impacted by the underlying infrastructure.  

 

For more information about Dynatrace, please refer: https://www.dynatrace.com/

How to monitor DXP using Dynatrace:

1. Download Dynatrace full APM from this link. Current available version for Dynatrace is 7.0. You can get 30 days license to explore Dynatrace.

Below diagram shows, how does Dynatrace works in this example. There are many agents avaiable for each tier Database, Web Server etc but in this example, I used only application server tier. Logic remains the same for other tiers.

 

2. Once you have installed Dynatrace Server, Collector, Client (Full installation contains all), you can start client and during start over, you will able to see screen "Application Environment Configurations". We need to select application server tomcat (Assuming we are going to monitor DXP bundle with tomcat running on same machine) and give name to your tier for example : Tomcat. You can choose any name.

 

Select Apache Tomcat from below list and click "Next". Over Next screen, select value as:

Where Tomcat is installed? On this Machine

JVM_Version : 5 or high ( As per OS bit)

After clicking "Next", next screen will show you parameters to add into your JVM for enabling agent, as per my machine (Dont use it, just for example):

-agentpath:"C:\Program Files\Dynatrace\Dynatrace 7.0\agent\lib64\dtagent.dll"=name=Tomcat_Monitoring,server=sibl15exci:9998

3. Copy parameters and append this to your CATALINA_OPTS in setenv.bat/setenv.sh files of Tomcat server.

4. Restart your server and you should able to see monitoring data under Database, Agent 

Now, you will able to see DXP performance monitoring data like : PurePath, Exceptions, Incidents, Response time, Thread dumps, memory dumps analsysis. Till this setup monitoring the DXP is same as Dynatrace does for any other web application.   Liferay Dynatrace Fast Pack: Its a pre-configured plugin for Dynatrace which provides monitoring specific to Liferay DXP environment. It provides System profile, Dashboard and sensors for Liferay environment. You can download this fast pack from this link.   You can install this plugin using Dyntrace client by clicking Tools > Manage Plugins  and then install plugin by providing location for above downloaded .dts file.     After installing this plugin, you can see new System profile named as "Liferay" and Business Transaction provided with this pack:   This business Transactions provides monitoring specific to Liferay enviroment for example : 1. Liferay login request : Count, time taken, CPU time etc for login requests 2. Liferay Logout Request : Count, time taken, CPU time etc for logout requests 3. Portlet <name> action processed : Details for Process actions in portlets like : Wiki, Web Content, Blogs, Document and Media etc. 4. Portlet <name> view rendered : Details for rendered portlets. It can tell you which portlet is taking long and performance degrader. 5. CSS client side : Details about client side CSS and identifies which CSS took long to load. Similarly CSS server side, JS client side and JS server side. There are many more business transactions provided which helps to monitor Liferay specific elements.    Troubleshooting: If you dont see any details under "Liferay" profile after installing agent into DXP bundle. Veirfy your agent mapping. Open agent mapping, by double clik "Liferay" system profile and verify agent name listed there matches with your JVM OPTS name appended during agent installation.     If its not matching, change the agent name and click apply. Restart your DXP bundle and verify after restart, monitoring data should start capturing.   There are few tools I used to monitor Liferay in past but after using this can say Dynatrace is really helpful to find bottleneck easily in crticial Liferay portal and there is a very minimal learning curve.    ANKIT SRIVASTAVA 2017-07-24T13:37:01Z
Categories: CMS, ECM
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