See how the landscape of customer experience is being altered forever, as touchpoints continue to drive shifts in distribution, feedback and marketing channel control. In this whitepaper, you'll learn how making your touchpoints stronger, faster and smarter today will mean increased profits and stronger market positions tomorrow. (Plus 7 specific steps any company can take to improve customer experience today.)
Marketers’ social media successes have added to their burdens. Many now have dozens of social pages to manage, thousands of customer comments to monitor, and hundreds of colleagues who want (or need) to participate. Social relationship platform vendors off er tools that help marketers efficiently and responsibly expand their social capabilities.
Learn how authentic customer feedback helps card issuers, online and retail banks, insurance companies, and credit unions drive sales, loyalty, and lifetime customer value - while remaining compliant with industry regulations.
HP Business Services Management (BSM), which includes HP Network Management Center, HP Systems Management, and HP Application Performance Management, is a comprehensive performance management solution designed to enable IT organizations to manage a diversity of in-house and cloud based services at a lower cost to the business. HP commissioned Dimensional Research to interview customers who have deployed HP BSM solutions to obtain detailed feedback on the real world benefits provided by these solutions. Dimensional Research conducted 26 in-depth interviews with HP customers as well as researched documented case studies. This report summarizes those findings.
Published By: LogMeIn
Published Date: May 15, 2012
The way in which consumers communicate is evolving; they are rapidly adopting communities, web self-service and social media for both personal and business interactions. Customer support organizations must adapt their strategies in order to provide effective online tools to engage with the customer on the customer's terms.
Published By: LogMeIn
Published Date: May 15, 2012
Having effective agents and happy customers can increase customer retention and the bottom line. New research by analyst firm Ovum and LogMeIn shows that the metrics associated with measuring the success of the customer service and support desk are changing. And it is essential for organizations to invest in the infrastructure that will prepare them for future success.
The ability to collect, analyze and act on customer input and feedback is critical—so critical that it can ultimately determine the success or failure of your business. However, with the countless channels that customers use to communicate these days, this can be a real challenge.
While surveys can be a proven, consistent method for gathering customer data, their effectiveness can be hampered if they are poorly written, confusing, not personalized or targeted, or too long. A successful survey should be designed to meet a specific goal and provide accurate data that represents the target population. Ideally, it can also help improve respondent satisfaction levels.
Distilled from years of experience helping successful organizations with surveys, voice of the customer projects, and enterprise feedback management initiatives, these nine top tips can help increase survey success, facilitate a better understanding of customers, and drive loyalty.
Since the 1990s, the customer relationship management (CRM) concept has been embraced by the business world as a way to forge, maintain, and improve bonds with customers. Previously, many companies focused mainly on gathering consumer data for their own use. However, once businesses began to understand the value of allowing customers to dialog about their needs, they began implementing more systems that invited customer feedback.
Published By: Tealeaf
Published Date: Mar 31, 2011
Innovative travel companies have established competitive advantage by focusing on their customers. The ability to tie together customer feedback with actual site experiences will take your optimization efforts to the next level.
Powering the ecosystem with the Collaboration Workspace, a branded online community, helps SAP continue its tradition of industry leadership and customer value. Watch this on-demand webcast to get strategies and advice for your own social media initiatives.
The purpose of this white paper is to provide organizations with a four step roadmap that details how organizations can use VoC to make Product Management more customer-centric and significantly increase the odds of consistently delivering products that are successful in the marketplace.
Is Windows 10 right for your business? Get All the Answers in This Comprehensive Guide to Windows 10.
Making the decision to upgrade your OS in a multi-platform environment can be scary, and worse, risky! Put your mind at ease with this detailed guide to Windows 10 and Enterprise: Upgrade the Way You Work. You'll get details on:
• All the new features
• Security upgrades
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This document defines Oracle’s Customer Experience (CX)
Value Equation as the strategic method to identify and measure
the value of organizational CX. This model was originally
documented in “CX Metrics and KPIs – September 2012.”
It has received wide support, and has been the #1 searched hit
and downloaded CX KPI document for 3+ years – a significant
achievement in this industry – in an era where concepts are
replaced daily with the latest, greatest fad.
Since the original publication, I have received significant
feedback that has been overwhelmingly positive, but with a
request to comment on additional topics – most notably: brand
impact, shared services, and Oracle’s Road to Modern. This
updated paper leverages the original work, adds information
around these additional topics and incorporates our continued
This whitepaper captures the lessons learned from various Project Liberate engagements worldwide and presents best practices from these case studies as well as advice on negotiating strategies. The information is based on publicly available data sources (which are subject to change as offerings change), customer feedback, and IBM’s own experience in dealing with these offerings. Learn more today!
Surveys that not created using a systematic approach, the results can be inconclusive or irrelevant. These ten tips are designed to help create effective surveys that will deliver meaningful business intelligence.
There is a common misconception that feedback initiatives are too cost-prohibitive and require significant expertise. However, best-in-class organizations rely on feedback for everything from lead generation to product development to customer satisfaction measurement.
When new ideas and market opportunities arise, Vodafone New Zealand's goes directly to customers for their feedback. The company has 30,000 New Zealanders on their community panel, Vodafone Voice. With rapid results and actionable insights, the panel is able to provide Vodafone Executives timely answers to make informed decisions that maintain brand relevance for customers. Vodafone relies on the panel to assist in making decisions around which products, services or offerings are worth pursuing.
When times get tough, people re examine old habits and brand loyalties. Consumers are more conscious about spending their hard earned money and their tastes shift dramatically as they cut back. Virgin Mobile USA was able to see exactly how their consumers were changing during the economic downturn by surveying their online community of customers. The panel brings together hundreds of customers to interact with the organization on a variety of issues. The results were so interesting that both Forbes Magazine and the Chicago Tribune wrote an article about the findings.