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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.
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Results 1 - 25 of 61 matches |
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Enhance Customer Loyalty through Higher Responsiveness |
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The economic downturn is forcing businesses to tighten their belts and look for more efficient channels. Using the Internet as a business channel, and sometimes even the only channel, is becoming more prevalent. However, there are significant challenges to being successful at e-commerce. The user experience associated with web applications relies in large part on the availability and management of their session data, its persistence, and its management. This white paper focuses on the topic of data availability and management for mission-critical web applications.
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Magic Quadrant for E-Commerce |
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The online customer experience, Web 2.0 and the consumerization of technology are driving online sales strategies, as well as the demand for site redesigns and upgrades. Use this Magic Quadrant during vendor evaluation and selection.
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Enable innovation with collaboration, without boundaries |
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In today's competitive environment, sharing information and expertise can be critical in driving organizational success. To foster innovation, it's important to create collaboration communities of employees, as well as customers and partners "outside the firewall." Read this white paper to learn how to tap into both internal and external knowledge.
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Rich Internet Applications (and how to manage them) |
| By : Ektron |
Published Date: Oct 28, 2009 |
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As Web sites move toward a richer user experience, rich internet applications (RIAs) are becoming the method of choice to dynamically engage site visitors. But even as sites are designed around RIAs built on Microsoft Silverlight and Adobe Flex, businesses and organizations are looking for the best possible ways to manage the data that these Web applications rely on.
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Best Practices: Customer Onboarding. |
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Take customer onboarding . . . please. Customer onboarding lags behind other business processes in both the quality of customer experience and costs. The poor state of customer onboarding results in customers abandoning the application process, loss of customers, regulatory fines, and damage to the corporate brand.
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Numara Track-It! Help Desk Management |
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Find out how Numara Track-It! can help you build better processes, manage organizational knowledge and solve problems quickly. Keep issues from falling through the cracks and efficiently manage help desk requests as well as other processes that require request management: • Optimize help desk efficiency with easy to use systems • Empower customers with self service • Improve productivity with automated alerts, notifications and assignments • Reduce diagnostic time with knowledge management • Reduce resolution time with asset and work order history
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Virtual Support Networks: Ten Tips for Delivering Managed Services to On-Site Systems |
| By : WebEx |
Published Date: Apr 02, 2009 |
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The business of taking care of remote hardware and software has never been bigger:-Managed systems and services for retail, point of sale, hospitality, and other distributed operations are a hot growth area.- Enterprise help desks manage an increasingly dispersed array of hardware and software.- Enterprise software providers are moving to managed services and other value added support offerings to preserve margins in the face of increasing price pressure.
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Javelin Research Pinpoints How Institutions Should Respond to Data Breaches |
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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.
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Insights to Accelerate Services Growth |
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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.
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Building a Business Case for Remote Support |
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No company today will approve expenditures for new service and support technology without an understanding of the return on investment (ROI) for the project. Luckily, companies with strong metrics programs in place will find building the business case for productivity-enhancing software a straightforward process.
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Top 5 Initiatives for Achieving Breakthrough Customer Support |
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Through member conversations, conference presentations and Webcast Q&A, the SSPA has identified the top 5 initiatives technical support centers should pursue in order to deliver breakthrough customer support and enable customer success. This white paper will provide a roadmap for companies looking to improve all aspects of their support operation, addressing people, process and technology issues, with special attention paid to the role of remote support technology as a key enabler of success.
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Quick Guide to Driving Business Value from ITIL Initiatives |
| By : Bomgar |
Published Date: Mar 04, 2008 |
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Organizations implemented ITIL with the goal of creating a set of standards to ensure the delivery of high-quality and efficient technical support. However, many organizations are now looking to realize near-term business value from their investments in ITIL. This ITIL Quickguide outlines how organizations can leverage remote support solutions to accelerate ITIL initiatives and realize near-term business value.
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10 Best Practices for IT Request Management |
| By : newScale |
Published Date: Jan 30, 2008 |
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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.
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Still Struggling to Reduce Call Center Costs Without Losing Customers? |
| By : SAP |
Published Date: Jan 30, 2008 |
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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.
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CRM Without Compromise |
| By : SAP |
Published Date: Jan 29, 2008 |
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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.
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CRM Software: Reasons to Optimize |
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Managing customer relationships profitably is a challenge many businesses face. Increasingly available information and customer choices translate into a decrease in automatic loyalty. New distribution and communication channels create more complex customer interactions. Implementing powerful technology enablers may be prohibitively expensive for many firms.
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Questions to Ask When Choosing a Customer Relationship Management Solution |
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Small and medium businesses (SMBs) continue to fuel demand for customer relationship management (CRM) systems, and more software firms are stepping up to offer appropriate technologies. SMBs, defined as companies with 1,000 or fewer employees, are searching for CRM solutions that will allow them to satisfy customers, control costs, and comply with various government regulations. But when choosing CRM software, it’s important to keep in mind that the needs of small and medium businesses aren’t always the same.
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Taking Remote Support to the Next Level |
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Based on a survey conducted by ServiceXRG, this paper explores the use and effectiveness of remote support technology across all industry sectors and how companies can take remote support to the next level to significantly improve the support transaction process, reduce service delivery costs and increase solution effectiveness.
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Power to Improve Everything: Enabling the Customer-Centric Enterprise |
| By : Verint |
Published Date: Dec 13, 2007 |
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What kind of customer service does your organization deliver? Is your customer service system of handling questions or issues developed with the customer in mind? If it isn’t, you may be putting your customer relationships at risk. Download this white paper to learn the competitive advantages of being a customer centric company.
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How To Use Citrix GoToMeeting Corporate To Successfully Meet Your Sales Goals |
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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.
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Results 1 - 25 of 61 matches |
Sort Results By : Published Date | Title | Company name |
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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 |
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