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Customer Relationship Management (CRM)
Customer relationship management (CRM) focuses on the retention of customers by collecting all data from every interaction, every customer makes with a company from all access points whether they a...
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Documents related to » customer behaviour


Telecom Re-invention: Optimizing the Online Customer Experience
As networks, devices, and media converge, telecom companies have increasingly complex catalogs of products and services on offer to customers who are, in turn

customer behaviour  capacity to meet ever-increasing customer demands whilst still delivering on shareholder expectations. Telcos face a number of complex dilemmas, including: Traditional or new services : revenues from voice are falling, and data is typically offered in all-you-can-eat tariffs. Operators must develop broader catalogues and be full service providers. New entrants or new partners : IT players such as Apple and Google are shifting the revenue share balance of power. Operators need to be flexible, innovative Read More...
Case Study: Levi Strauss & Co.
Levi Strauss SA needed a marketing application that would support its customer relationship management (CRM) programs. In addition to insight into customer

customer behaviour  that would support its customer relationship management (CRM) programs. In addition to insight into customer behavior, Levi’s wanted to know about customers’ preferred communication channels and their response to brand campaigns. Learn about the solution that helps Levi’s achieve this, as part of Levi’s Loop program, by expanding the company’s communication channels. Read More...
How to Unbalance Your Scorecard to Better Measure Business Performance
The Balanced Scorecard is one of the most popular methodologies for measuring business performance, with a view to enhancing it. First made popular in the early

customer behaviour  Customer. Different measures of customer satisfaction and customer experience will generally lead to customer gain and retention. The Business Process. An efficient organization measures how well internal business processes are performing and ascertains whether these processes lead to customer satisfaction, market gain, and even supply efficiency. The Learning and Growth. This aspect is about improvements to both corporate culture and individual employee practices. How these four perspectives combine is Read More...
Omnivex Corporation
Since 1991, Omnivex has been helping transform the way businesses interact with their audiences by empowering them to deliver targeted visual messaging, using a

customer behaviour  employee productivity, and improve customer loyalty. It is a single solution that works across all industries and all departments.. Read More...
“Skunkworks” for Search Engine Marketing and Optimization
Search engine marketing (SEM)? We’re talking about tactics for Web site promotion@increasing both a site’s visibility to Google (and other search engines) and

customer behaviour  but you know your customer best. Some of the most successful results stem from a client’s intimate, quirky knowledge of their customers. 6. Skunkworks Maybe, if your company has substantial dedicated search resource, you’re happily implementing your new financial year web strategy right now. If not, are you wondering how you’re going to hit your figures in the current, complex searchscape? No matter what the company size, there’s a place for SEM skunkworks. Skunk Works is a term widely used to Read More...
Building the Customer-centric Enterprise
The insurance industry’s turn from an underwriting-oriented vision to a customer-centric view has been painfully slow. Success isn’t just a matter of delivering

customer behaviour  services, but of incorporating customer insight into enterprise strategy on an ongoing basis. Learn how you can use your customer segment data for customer analytics that can help you determine which segments to grow and which to retain. Read More...
Five Ways to Positively Impact Customer Retention and Business Operations
Maintaining strong business performance and retaining loyal customers requires continual vigilance and assessment. Establishing metrics that focus on value

customer behaviour  Ways to Positively Impact Customer Retention and Business Operations Leading customer-focused companies view every customer interaction as an opportunity to make a new offer, improve retention, increase revenue, build loyalty, or strengthen their brand. Infor CRM Epiphany helps companies optimize customer relationships by integrating marketing, sales, and service. By providing a full 360-degree view of customers, the system enables a consistent and continuous customer dialogue based on real-time Read More...
I-Impact Predicts Your Customer Retention!
More and more, the market is requesting that a CRM or an ERP application include analytics which can be used in a myriad of businesses to predict customer

customer behaviour  Impact Predicts Your Customer Retention! Event Summary Data warehouses and analytics have been around for a number of years, but never has their presence proven to be more crucial than now. For years businesses have been gathering tons of data from interactions with their customers, suppliers, and other related service providers. Both back-office enterprise resource planning (ERP) and front-office customer relationship management (CRM) systems have played a vital role in collecting these terabytes of Read More...
Dell Unveils Internet-Enabled Customer Support Strategy
Dell Computer announced its plans to provide Internet-based, automated customer support.

customer behaviour  Unveils Internet-Enabled Customer Support Strategy Dell Unveils Internet-Enabled Customer Support Strategy R.A. Krause - September 3rd, 1999 Event Summary On August 25th, Dell Computer Corporation said it will provide, over the Internet, advanced customer support capabilities that will eventually help all Dell systems detect, diagnose and resolve most of their own problems automatically without human interaction. Market Impact Dell is getting in early on the overall electronic support marketplace, Read More...
Is Your Customer Strategy Aligned with Customer Experience
As product differentiations blur, companies are increasingly turning to create customer-centric organizational behavior to establish experience-based

customer behaviour  Your Customer Strategy Aligned with Customer Experience As product differentiations blur, companies are increasingly turning to create customer-centric organizational behavior to establish experience-based differentiation (EBD) and remain competitive. This creates unique challenges while implementing a customer relationship management (CRM) strategy in multidepartment organizations with numerous customer touch points. This white paper aims to enable CRM strategy. Read More...
Customer Relationship Management (CRM)
When talking about relationship management in the context of software solutions, most people think of customer relationship management (CRM). However

customer behaviour  most people think of customer relationship management (CRM). However, relationships also exist between companies and their vendors, companies and their customers, vendors and their suppliers, employees, different departments of the same company, and so on. The Relationship Management Evaluation Center concentrates on CRM and supplier relationship management (SRM), as software and information and communication technology (ICT) play a major role in facilitating effective relationship management among all Read More...
Best-in-class Marketers Drive Enhanced Customer Loyalty
The path to a complete view of the customer lies not in eliminating data sources but in integrating them and providing access that is easy to navigate and

customer behaviour  in-class Marketers Drive Enhanced Customer Loyalty The path to a complete view of the customer lies not in eliminating data sources but in integrating them and providing access that is easy to navigate and always available. This report explores how top-performing companies are capturing, integrating, managing, measuring, and acting on valuable customer data throughout the entire customer lifecycle, to maximize customer loyalty and achieve best-in-class bottom-line results. Read More...
Customer Relationship Management for IT Professionals
What makes a strong supplier/customer relationship? The bottom line is trust. However, trust needs to be earned through a series of conversations and

customer behaviour  Management for IT Professionals Customer Relationship Management for IT Professionals J. Dowling - January 17, 2001 Introduction A satisfying relationship between IT and line of business is maintained through ongoing dialogue that is meaningful to both parties. The discipline of Conversations for Alignment, a title for a simple technique for making and managing commitments, enables such a dialogue. My consulting group and I have done a good deal of research into what makes a strong supplier/customer Read More...
Customer Profile: Transplace
As a Lean Six Sigma service company, third-party logistics (3PL) provider Transplace emphasizes eliminating waste, simplifying processes, and demonstrating

customer behaviour  Profile: Transplace As a Lean Six Sigma service company, third-party logistics (3PL) provider Transplace emphasizes eliminating waste, simplifying processes, and demonstrating continuous improvement. Those values were on display when the company replaced a host of manual document management processes with a modern workflow solution. Learn how that new solution helped Transplace streamline operations and better serve customers. Read More...

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