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The TCO of BI: The QlikView Customer Experience
Total cost of ownership (TCO) analysis allows organizations to provide a like-for-like comparison between various solutions for the same project. Assuming that

total customer experience  The QlikView Customer Experience 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 as faster payback. This IDC white paper provides a TCO analysis of the QlikView business intelligence (BI) solution. Read More
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 » total customer experience


Sit Customer Sit
Your customers' perception of your company is formed from the packages that arrive at their receiving dock. What do you think they perceive?

total customer experience  You must view the total experience of the customers and not just total value of their accounts. If you look at that experience: CC + TIS + AI + TAOF + PNP + OTS + CI + OTOA = PO (Customer contact + timely information and solution + available inventory + timely and accurate order fill + proper and neat packaging + on time shipping + correct invoicing + on time order arrival = perfect order.) Of the eight steps in this experience your warehouse is responsible for five of them. This means if your customers Read More
The Intelligent Customer Experience Life Cycle
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

total customer experience  solution that accelerates the total life cycle may be the answer. Read More
Trends in Customer Experience at TIBCO TUCON 2012
I have attended several enterprise software events in recent months that discussed trends and changes in IT, with big data, mobile computing, social

total customer experience  company had had in total in 2001. Verma reminded us of TIBCO’s concept of the “two-second advantage”—the right information right (two seconds) before an event is worth infinitely more than any amount of information after the event. In other words, if companies are going to exploit the massive amounts of data being generated today in order to produce better value, they must strive to be Event-Enabled Enterprises (E3—TIBCO’s trademark concept), responding to events in an informed manner rather Read More
Customer Focused Self-service: Building the Balanced Business Case
Countless customers are engaging in self-service, in the process helping companies save millions by deflecting service interactions to cheaper channels. At many

total customer experience  Investment Required per Customer Total Value Created per Customer ROI ROC A.Cost-Effective Self-Service $30 $10 $20 100% 33% B.Customer-Effective Self-Service $30 $20 $35 75% 50% How much more could a company garner from its self-service investment if stronger customer-effectiveness also was built in? Assuming a company has 400,000 customers, in the example above it would see an additional $2 million. Here’s how: The total net value created by focusing on cost-efficiency alone in Case A is $4 million Read More
How to Deliver a Great Customer Experience and Lower Costs: Achieving Interaction Excellence Across Multiple Touch Points
Whether in a business-to-consumer (B2C) or business-to-business (B2B) context, customers demand multiple channels through which they can find information

total customer experience  to Deliver a Great Customer Experience and Lower Costs: Achieving Interaction Excellence Across Multiple Touch Points 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 help you deliver the channels customers demand, and provide a consistently positive Read More
Customer Chemistry


total customer experience   Read More
How to Create a Unique Shopping Experience, Part 2: Anticipating the Customer
In the face of increasing global competition, a retail company can remain visible only if it provides a differentiated shopping experience for customers. The

total customer experience  to Create a Unique Shopping Experience, Part 2: Anticipating the Customer In the face of increasing global competition, a retail company can remain visible only if it provides a differentiated shopping experience for customers. The majority of retailers, however, are still struggling with inadequate technology and the difficulty of hiring and training competent in-store salespeople. Discover the strategies other retailers are using to anticipate customer needs and improve customer satisfaction. Read More
Customer Communication: Managing the Digital Deluge
As with all things, there’s a good side and a bad side—the Internet is no different. Although it improves communication between businesses and customers, it can

total customer experience  Communication: Managing the Digital Deluge As with all things, there’s a good side and a bad side—the Internet is no different. Although it improves communication between businesses and customers, it can also overwhelm customers that are bombarded with marketing e-mails on a daily basis. Customers want more convenient contact channels. Smart companies understand this and are responding by adopting a multichannel approach to customer relationship management (CRM). Read More
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 social media. Many companies have seen

total customer experience  Media and Customer Experience Feedback Enterprise feedback management (EFM) is a term used to describe a company's goal of consolidating and managing feedback from all sources. Source : Mindshare Technologies Resources Related to Social Media and Customer Experience Feedback : Social Media (Wikipedia) Customer Experience (Wikipedia) Social Media and Customer Experience Feedback Social Media is also known as : Social Media Applications , Social Media Articles , Social Media Basics , Social Media Read More
Making Customer Experiences a Reality-Five Steps from Vision to Execution
Successful customer experiences change the competitive landscape by separating your company from the competition. Industry wisdom thus has companies focusing on

total customer experience  Customer Experiences a Reality-Five Steps from Vision to Execution Successful customer experiences change the competitive landscape by separating your company from the competition. Industry wisdom thus has companies focusing on increasing transaction efficiency. However, by executing a customer-centric strategy—with a clear process enforced along every channel of customer interaction—you will tap into the emotions and aspirations of your customers, creating a personal and long-standing Read More
A Retail Sourcing Suite Built on Experience
Eqos's mission is to become the leading provider of global sourcing and supplier management solutions for the retail supply chain worldwide. Today, Eqos

total customer experience  Retail Sourcing Suite Built on Experience Eqos 's valuable engagement-based experiences discussed in the previous part of this series (please see One Vendor's Quest to Garner a Global Sourcing Ecosystem ) were parlayed into the 2006 launch of Eqos 3.0 and the more recent launch of Eqos 4.0 in May 2007. Eqos's Web-based applications help retailers streamline and scale their sourcing operations by allowing every member in the supply chain—whether located in Boston (US), Pretoria (South Africa), or Read More
Creating the Single Customer View
With today’s strategic focus on data, a significant challenge facing companies is the ability to use data to create a single customer view (SCV). An SCV means

total customer experience  the Single Customer View With today’s strategic focus on data, a significant challenge facing companies is the ability to use data to create a single customer view (SCV). An SCV means that a company has a accurate and complete view of their customers across all applications, databases, and customer touch points. The financial, operational, customer satisfaction, and regulatory effects of unreliable SCVs are overwhelming. Read More
Applying the Power of Social Networks to Customer Relationship Management (CRM)
Customer relationship management (CRM) is rapidly morphing from a customer management model to one of customer engagement. Social networks, podcasts, blogs, and

total customer experience  the Power of Social Networks to Customer Relationship Management (CRM) 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 also being used within the CRM industry itself to create a content-rich, social media environment for CRM professionals. Find Read More

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