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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:
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:
Focusing on the customer is not new. But some companies are going deeper into a customer experience management strategy to
become customer-centric. Can you manage every part of the interaction and experience your customers have with your company?
Learn how to develop a customer-centric approach that will (...)
Excerpt related to
customer experience:
But some companies are going deeper into a customer experience management strategy to become
customer-centric... Mastering the Customer Experience. ...
Published:
2010-03-11
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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:
Welcome to the customer experience. We all have them. Some are good, others bad. ...
User-Focused Design Principles Shape the Customer Experience. ...
Published:
2002-01-18
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Abstract:
Whether you’re a manufacturer, vendor, or customer service company, the increasing pressure to make sales and decrease service
costs affects you. The key to its success is to look at your customer experiences as repeatable life cycles. Instead of viewing
sales and service as independent challenges—so (...)
Excerpt related to
customer experience:
The Intelligent Customer Experience Life Cycle. ... Download <strong>The
Intelligent Customer Experience Life Cycle</strong>. Comments: ...
Published:
2010-03-11
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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:
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:
Customer Experience Management: Accelerating Business Performance. ...
Download <strong>Customer Experience Management: Accelerating Business Performance</strong>.
...
Published:
2010-03-11
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Abstract:
Whether in a business-to-consumer (B2C) or business-to-business (B2B) context, customers demand multiple channels through
which they can find information, purchase goods, view and pay their bills, request services, or get support based on their
specific needs and preferences. Discover solutions that can (...)
Excerpt related to
customer experience:
How to Deliver a Great Customer Experience and Lower Costs: Achieving Interaction Excellence
Across Multiple Touch Points. Source ...
Published:
2010-09-01
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Abstract:
Social Media and Customer Experience Feedback.Search for Articles and Other Solutions to Characterize Your Comparison In Relation
To Social Media and Customer Experience Feedback. Twitter, Facebook, LinkedIn, and blogs are just a few Internet services
that make up the new growing digital world called soci (...)
Excerpt related to
customer experience:
Social Media and Customer Experience Feedback.Search for Articles and Other Solutions to
Characterize Your Comparison In Relation To Social Media a...
Published:
2010-03-11
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Abstract:
Total cost of ownership (TCO) analysis allows organizations to provide a like-for-like comparison between various solutions
for the same project. Assuming that the benefits of a project would be the same regardless of the solution, the solution with
a lower TCO would therefore yield a higher ROI as well (...)
Excerpt related to
customer experience:
The TCO of BI: The QlikView Customer Experience. ... Download <strong>The
TCO of BI: The QlikView Customer Experience</strong>. Comments: ...
Published:
2010-06-02
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Abstract:
Discover the telecom re-invention.The key to optimizing the online customer experience.Read free white papers in relation
to e-commerce. As networks, devices, and media converge, telecom companies have increasingly complex catalogs of products
and services on offer to customers who are, in turn, becoming (...)
Excerpt related to
customer experience:
Discover the telecom re-invention.The key to optimizing the online customer experience.Read
free white papers in relation to e-commerce. As network... ...
Published:
2010-03-12
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Abstract:
Customer experience is now a competitive differentiator. As customers become more informed and more demanding, companies
need to step outside of their comfort zone and explore non-traditional customer relationship management (CRM) areas. This
paper explores a sampling of CRM improvements that allow compa (...)
Excerpt related to
customer experience:
Customer experience is now a competitive differentiator. As customers become more informed
and more demanding, companies need to step outside of t... ...
Published:
2011-03-15
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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:
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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Abstract:
TheMIGroup is a provider of relocation and assignment management programs for companies relocating their employees nationally
and internationally. While the company had made some standard reports available online, it needed to enable clients to tailor
both reporting formats and the information presented (...)
Excerpt related to
customer experience:
TheMIGroup Delivers an Outstanding Customer Experience Level by Integrating SAP® Crystal
Dashboard Design and Business Objects InfoView into its ReloWeb ...
Published:
2011-04-13
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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:
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:
A well designed business intelligence (BI) solution provides users with a self-service environment that matches their decision-making
processes. At the same time, it frees IT groups from ongoing development duties, enabling them to focus on systems management
and maintenance issues, as well as data integ (...)
Excerpt related to
customer experience:
Success and Value from BI: The QlikView Customer Experience. ... Download
<strong>Success and Value from BI: The QlikView Customer Experience</strong>.
Comments: ...
Published:
2010-06-02
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Abstract:
Profitable customer experience (CE) strategies are holistic, sustainable, and focused on creating competitive differentiation.
If you can deliver highly valuable experiences to your customers, in a sustainable way, the reward will be loyal, engaged
advocates who help you grow your business. Read more to (...)
Excerpt related to
customer experience:
Profitable customer experience (CE) strategies are holistic, sustainable, and focused on
creating competitive differentiation. If you can deliver ... ...
Published:
2011-03-14
-
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:
Welcome to the customer experience. We all have them. Some are good, others bad. ...
User-Focused Design Principles Shape the Customer Experience. ...
Published:
2002-01-18
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Abstract:
This report identifies the major IT issues faced by small to midsized businesses (SMBs), including information silos, lack
of IT staff, and outdated business applications. Because they lack the right information to meet customer expectations, SMBs
have difficulty reacting quickly to fast-changing market (...)
Excerpt related to
customer experience:
SMBs Must Eliminate Information Silos to Improve the Customer Experience. Source: NetSuite.
Document Type: White Paper Description ...
Published:
2010-03-11
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Abstract:
Many companies now combine services in pre-packaged, high-value bundles to reduce customer churn rates. And these bundled
services have proved to bring returns. But they also bring complexity—some major service providers may have over 150 product
catalogs. Get tips on how to overcome the problems of bu (...)
Excerpt related to
customer experience:
The Critical Role of the Enterprise Product Catalog: Cost, Time-to-market, and the Customer Experience.
Source: Amdocs. Document Type ...
Published:
2010-03-11
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Abstract:
With the rising popularity of Web 2.0 technologies, companies are marketing their products and services to an increasingly
savvy customer base. Customers today are taking greater control of their own consumer experiences. Learn how some vendors
are leveraging social computing to build our customer relati (...)
Excerpt related to
customer experience:
How Web 2.0 Is Transforming CRM: Leveraging Social Media to Improve the Customer Experience.
Source: SAP. Document Type: White Paper ...
Published:
2010-09-01