Home >
> Customer Experience Management
|
 |
|
|
Customer experience management (CEM) is "the process of strategically managing a customer's entire experience with a product or a company". Relationship marketing, focuses on establishing and building a long term relationship between a company and a customer. There are several approaches that have been espoused including customer experience management, customer relationship management, loyalty programs, and database marketing.
|
 |
|
Results 1 - 25 of 50 matches |
Sort Results By : Published Date | Title | Company name |
|
|
|
|
|
|
Insights to Accelerate Services Growth |
|
|
As a Services Executive are you struggling with questions regarding what to measure, how to effectively engage with your customers, and what information should be leveraged and shared with service-chain partners and customers? Leading edge organizations are making tools and data available to their suppliers and customers with aggregated information from multiple data systems. Service-chain partners and customer personnel can now see the same views of service performance and activity. This is the next frontier to creating customer "stickiness" and business growth.
Download Now
|
 |
|
|
|
Javelin Research Pinpoints How Institutions Should Respond to Data Breaches |
|
|
Javelin Strategy & Research has released a study covering data breach victims, which highlights the acute awareness among consumers about data security and the significant implications security breaches represent to businesses once consumer trust is compromised. Read this report, which also reveals Javelin's recommendations to institutions to address consumer security concerns and expectations in the event of a data breach.
Download Now
|
 |
|
|
|
Optimize Retail Operations and Lower Costs by Enhancing Your Use of IT |
| By :IBM |
Published Date: Jan 13, 2005 |
|
Point of service is the key to every retail operation. But with e-mail marketing, in-store/self-service kiosks and more, the definition of point of service is changing. These changes create a unique opportunity to utilize advanced technologies to improve the customer experience. The IBM Retail Environment for SUSE LINUX (IRES) is designed to help retailers do just this -- while generating higher profits.
Download Now
|
 |
|
|
|
Still Struggling to Reduce Call Center Costs Without Losing Customers? |
| By :SAP |
Published Date: Sep 13, 2007 |
|
Improving your call center may be more easily attainable — and more important — now than ever before. Recognizing that customer interaction is an important differentiator, organizations can increase the focus on their customers’ experience while keeping a firm grip on costs by leveraging the full potential of state-of-the-art technology.
Download Now
|
 |
|
|
|
Why Advocacy Matters to Retailers |
| By :IBM |
Published Date: Jan 02, 2008 |
|
In a 2007 poll of nearly 200,000 consumers, IBM found that retailers who integrate customer-focused initiatives are more likely to turn regular consumers into brand advocates and outperform their competitors. Download the white paper and find out what key retailer attributes drive consumer advocacy.
Download Now
|
|
|
|
|
Cashless Self Checkout: A Growing Trend That May Be Right For You |
| By :IBM |
Published Date: Jan 08, 2008 |
|
According to Selfserviceworld.com, 50 percent of consumers prefer to use credit cards at self-checkout counters. As credit card usage continues to rise, it's beneficial for retailers to consider non-cash methods of payment. Download the white paper and see how self-checkout solutions from IBM can help increase sales and improve customer satisfaction.
Download Now
|
|
|
|
|
|
|
CRM Without Compromise |
| By :SAP |
Published Date: Apr 02, 2007 |
|
CRM is a business strategy that helps organizations cope with three of today´s most urgent business imperatives generating new growth, attaining operational excellence and enhancing competitive agility.
Download Now
|
|
|
|
|
Do Smart Cards and Loyalty Systems Really Mix? |
|
|
This paper considers whether smart cards really do have a role to play in loyalty systems or whether they are simply being promoted by the suppliers of smart card technology into what they see as a fast growing, profitable marketplace.
Download Now
|
 |
|
|
|
|
|
|
|
Growing Opt-in Lists: Turning Web Browsers into Buyers |
|
|
Email marketing is by far the best way to attract interest in, build desire for, and generate sales of your products and services. Without a well-managed opt-in email list, you can say goodbye to your email marketing investment. This white paper provides powerful tactics to help you grow bigger, better and more relevant opt-in lists - and turn your Web browsers into buyers.
Download Now
|
 |
|
|
|
Have Loyalty Cards Peaked? |
|
|
Have loyalty cards reached the stage in their development when they are likely to be merged with other marketing and retailing systems, or will they simply fade away and join their precursors, the green shield stamps, in some far flung promotional graveyard?
Download Now
|
|
|
|
|
How to Acquire Satisfied and Loyal Online Customers |
|
|
This report analyzes satisfaction of the various methods of generating site traffic (email, search marketing, recommendations, shopping comparison sites, etc.) to see which result in the most satisfied customers -- who are also more likely to purchase in the future and recommend the site to others.
Download Now
|
 |
|
|
|
How To Use Citrix GoToMeeting Corporate To Successfully Meet Your Sales Goals |
|
|
To reach their business goals, sales professionals must leverage new technologies. Web conferencing and collaboration tools can facilitate sales initiatives, letting salespeople meet with prospects and clients anywhere, anytime, in an Internet-based, real-time environment. Best of all,Web conferencing is a perfect way to cost-effectively deliver presentations, product demonstrations, meetings, seminars and training in today's increasingly virtual workplace.
Download Now
|
 |
|
|
|
|
|
Helping Contact Center Agents Improve First Contact Resolution |
|
|
It’s not surprising that first contact resolution (FCR) is becoming a high priority among forward-looking contact center managers. Increasing the percentage of contacts resolved during the initial contact provides three great benefits; customer satisfaction goes up, operating costs go down, and contact-center generated revenue goes up. There are also potential downsides, like extended handle time as agents strive to keep the caller on-line until the issue can be resolved.
Download Now
|
 |
|
|
|
|
|
|
|
|
|
Knowledge Management: The Power of Leveraging Information |
| By :Soffront |
Published Date: Nov 02, 2005 |
|
Companies are discovering that a Knowledge Management System (KMS) has grown from a nice to have concept, to a must-have asset in customer facing departments. Providing immediate answers to customers requires easy access to the important product and business knowledge of an organization. KMS makes that possible.
Download Now
|
 |
|
|
|
10 Best Practices for IT Request Management |
| By :newScale |
Published Date: Nov 15, 2007 |
|
This white paper outlines the challenges associated with IT Request Management and ten best practices that represent the hard-won knowledge from dozens of successful Service Request Management projects. By following these guidelines, your IT organization can provide more responsive service delivery, increase operational efficiency, and improve internal customer satisfaction.
Download Now
|
 |
|
|
|
Keeping the Event in Event Marketing |
|
|
In today’s competitive economy, the role of advertising and promotion has never been more important. Creating consumer awareness and driving them to make a buying decision continues to be the central focus, but the average consumer is attacked with more messages than ever before. As the level of total advertising has risen, there has been an evolution of the variety of methods and types in existence. This has placed the advertising industry in a state of chaos.
Download Now
|
 |
|
|
| |
|
|
|
Results 1 - 25 of 50 matches |
Sort Results By : Published Date | Title | Company name |
Home >
> Customer Experience Management
|
|
<< Start < Previous 1 2 Next > End >>
|
More Knowledge Management Topics |
Collaboration, Collaborative Commerce, Contact Management, Content Delivery, Content Integration, Content Management System, Corporate Portals, Customer Experience Management, Document Management, Information Management, Intranets, Messaging, Records Management, Search And Retrieval, Search Engines, Secure Content Management, SLA |
|
|
|
SPECIAL REPORT |
|
Using Virtualization to Maximize Your IT Environment
|
|
The business of managing IT infrastructures has reached a crossroads. The number of global players is shrinking through mergers and acquisitions while the playing field, also known as the customer’s IT environment, has become exceedingly complex and difficult to manage. This working paper presents CA’s corporate and technology strategy behind appropriate virtualization management positioning and commitments as an important element in preparation for the move toward that model in your IT environment. |
|
|
