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Abstract:
Customers perceive value based on the experiences they receive—and many big-name companies have tuned into this because they’ve
made a connection with customers that transcends the basic functional value they offer. In this first part of a two-part series,
learn how traditional customer relationship (...)
Excerpt related to
customer experience management:
Customer Experience Management: The Value of Moments of Truth. ...
Download <strong>Customer Experience Management: The Value of Moments
of Truth</strong>. Comments: ...
Published:
2010-03-11
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Abstract:
Do you spend all your time chasing new customers instead of taking care of the ones you already have? Most customer relationship
management (CRM) projects focus on customer relationships but fail to address customer experience as a loyalty driver. In
part two of a two-part series, learn about best practi (...)
Excerpt related to
customer experience management:
Customer Experience Management: Accelerating Business Performance. ...
Download <strong>Customer Experience Management: Accelerating Business
Performance</strong>. ...
Published:
2010-03-11
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Abstract:
Interwoven has grown from a web content management vendor to an enterprise content management (ECM) vendor providing a full
suite of ECM components. With this suite, it helps its clients provide the ultimate customer experience. (...)
Excerpt related to
customer experience management:
Interwoven has grown from a web content management vendor to an enterprise content management (ECM) vendor providing a full
suite of ECM component...
Published:
2006-08-07
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Abstract:
To ensure a positive customer experience, companies must first learn what their customer values, and then determine how they
are measuring up to those values. Obtaining and taking action on customer feedback is what customer experience management
is all about. (...)
Excerpt related to
customer experience management:
To ensure a positive customer experience, companies must first learn what their customer values, and then determine how they
are measuring up to t...
Published:
2007-02-28
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Abstract:
Customer churn is very costly—it’s many times more expensive to acquire a new customer than to keep an existing one—so retaining
customers by offering a superior experience is a top priority. Also, delivering unique experiences to different customer segments
is a valuable strategy. Read about how t (...)
Excerpt related to
customer experience management:
Enhancing the Customer Experience with Loyalty Management: Strengthen the
Brand and Improve Customer Retention. Source: SAP. Document ...
Published:
2011-03-14
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Excerpt related to
customer experience management:
... Twitter RSS. Nov. 16. Medallia to Offer New Text Analytics Functionality to Its Customer
Experience Management Suite. Filed Under (Industry ...
Published:
2010-11-16
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Abstract:
Welcome to the customer experience. We all have them. Some are good, others bad. A variety of factors - the user interface
(UI), customer support, marketing messages, etc. - shape these experiences. All of these things collectively create our view
of a product, service or provider. (...)
Excerpt related to
customer experience management:
... "Ultimately senior management has to be involved in the customer
experience strategy, to serve as an umbrella over the silos and to get them talking to each ...
Published:
2002-01-18
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Abstract:
An alarming number of companies get on the wrong track when creating a customer relationship management (CRM) vision. Outlined
here are four steps that take the mystery out of what makes an effective CRM vision. The secret? It’s all about people and
relationships. (...)
Excerpt related to
customer experience management:
An alarming number of companies get on the wrong track when creating a customer relationship management (CRM) vision. Outlined
here are four steps...
Published:
2009-09-16
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Abstract:
The business ecosystem has shifted focus from corporation to customer, and the location of value has changed with it. Where
value had historically been located in products and services, it is now located in the value produced by the customer. (...)
Excerpt related to
customer experience management:
The business ecosystem has shifted focus from corporation to customer, and the location of value has changed with it. Where
value had historically...
Published:
2006-09-21
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Abstract:
Despite technological advances, users are dissatisfied with customer relationship management (CRM) systems. Ambiguous terms
do not provide the vocabulary for concrete action and measurable expectations. Thus, CRM is perceived to be about intangibles,
and is approached with a let's-hope–for-the-best men (...)
Excerpt related to
customer experience management:
Despite technological advances, users are dissatisfied with customer relationship management (CRM) systems. Ambiguous terms
do not provide the voc...
Published:
2008-09-29
-
Abstract:
Welcome to the customer experience. We all have them. Some are good, others bad. A variety of factors - the user interface
(UI), customer support, marketing messages, etc. - shape these experiences. All of these things collectively create our view
of a product, service or provider. (...)
Excerpt related to
customer experience management:
... "Ultimately senior management has to be involved in the customer
experience strategy, to serve as an umbrella over the silos and to get them talking to each ...
Published:
2002-01-18
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Abstract:
Amdocs recently announced a complete revamp of its marketing philosophy and its offering to its customers, which it believes
to be the most important shift since the company's initial public offering in 1998. (...)
Excerpt related to
customer experience management:
Amdocs recently announced a complete revamp of its marketing philosophy and its offering to its customers, which it believes
to be the most import...
Published:
2005-08-04
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Abstract:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing
efforts. (...)
Excerpt related to
customer experience management:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious...
Published:
2007-12-07
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Abstract:
Customer relationship management (CRM) functionality can fall into four categories: core functionality; non-core functionality;
vertical, industry-specific features; and accounting-related features. When evaluating and selecting a CRM solution, enterprises
must be aware of the potential issues associated (...)
Excerpt related to
customer experience management:
Customer relationship management (CRM) functionality can fall into four categories: core functionality; non-core functionality;
vertical, industry...
Published:
2005-12-05
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Abstract:
CRM system can increase your profits and build customer loyalty by streamlining your processes and provide better quality
products and services. However, you first must be prepared to overcome lack of requirements, combat scope creep, and compensate
for lack of skills. (...)
Excerpt related to
customer experience management:
CRM system can increase your profits and build customer loyalty by streamlining your processes and provide better quality
products and services. H...
Published:
2005-02-15
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Abstract:
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 behavior and help businesses increase the effectiveness of their customer acquisition, retention,
and cross-sell programs. It is a costly operation to (...)
Excerpt related to
customer experience management:
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 ...
Published:
2004-01-30
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Abstract:
Creating specific CRM strategies means developing measurable goals and calculating your ROI to achieve them. These in addition
to a technical framework, sales and marketing strategies, including Internet strategies, and customer satisfaction metrics
will create a smooth running CRM machine in your compan (...)
Excerpt related to
customer experience management:
Creating specific CRM strategies means developing measurable goals and calculating your ROI to achieve them. These in addition
to a technical fram...
Published:
2005-02-17
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Abstract:
Customer relationship management (CRM) can be a tool for positive change in businesses' operations. Or CRM can—unintentionally—cause
a host of problems, from lost employee time to lost customer data. But with the right information, implementing CRM allows
evolution without the upset of revolution. (...)
Excerpt related to
customer experience management:
Customer relationship management (CRM) can be a tool for positive change in businesses' operations. Or CRM can—unintentionally—cause
a host of pro...
Published:
2007-09-24
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Abstract:
Customer relationship management (CRM) is rapidly morphing from a customer management model to one of customer engagement.
Social networks, podcasts, blogs, and wikis are enabling customers to become advocates, and not simply the targets they were
in the traditional CRM process. The same techniques are a (...)
Excerpt related to
customer experience management:
Customer relationship management (CRM) is rapidly morphing from a customer management model to one of customer engagement.
Social networks, podcas...
Published:
2007-09-19
-
Excerpt related to
customer experience management:
... every partner can either negatively or positively impact the end-customer experience.
... In its Service Lifecycle Management (SLM) pitch, Servigistics (formerly ...
Published:
2010-04-01