Achieving Advantage with Operational Customer Data Integration and Management
By: IBM Software Group View more from IBM Software Group >>
Download this next:
Integrating multiple channels to build a single view of the customer
By: TechTarget Customer Experience
Type: eGuide
With so many ways for customers to interact with companies, it’s imperative to create a single view of the customer from multiple channels in the contact center. And while customer experience management (CEM) technology is important, CEM is about so much more.
It’s also important to focus on implementing the right processes to facilitate collaboration across different departments and multiple applications.
This expert resource describes proven strategies to optimize resources for CEM and integrate multiple channels to build a single, cohesive view of the customer.
These are also closely related to: "Achieving Advantage with Operational Customer Data Integration and Management"
-
Improve customer experience with good customer data
By: Microsoft
Type: eGuide
Getting solid data involves a two-way exchange: customers need to be willing to offer their information to get personal service and marketers need to act effectively with that data to justify relinquishing consumer information.
The key to encouraging customers to share their data is to generate loyalty and improve customer experience.
In this e-guide, learn how you can build customer loyalty and improve customer experiences via quality and effective customer data collection and analysis. As a bonus, gain access to how companies like 7-Eleven, Walgreens, and Mazda are improving customer journeys by enabling mobile loyalty programs.
-
US Retailer sees 6% customer satisfaction improvement and attrition drop with Teleperformance
By: Teleperformance
Type: Case Study
Embracing a culture centered on style, service, and community, Maurices prioritizes people, striving to offer trendy fashion and warm service to its customers.
When confronted with a significant drop in customer satisfaction resulting from warehouse fulfillment challenges, Maurices swiftly shifted its focus to enhancing customer satisfaction and the overall customer experience journey.
Discover how Teleperformance supported Maurices in achieving this objective, resulting in a positive impact on attrition rates.
Find more content like what you just read:
-
From Disney to dishwashers: Digital CRM to change customer experience
By: TechTarget Customer Experience
Type: eGuide
Access this expert e-guide to uncover how CRM has changed the entire customer experience and how this kind of technology can truly benefit your organization.
-
eGuide Digital Marketing: Tips For Connecting With Your Customer
By: TechTarget Customer Experience
Type: eGuide
There are many new tools that claim to enhance customer experience management (CEM) strategies, including social and mobile channels. However, such initiatives can backfire if companies employ the wrong strategies. In this e-guide, learn how to best leverage digital marketing and CEM technologies to gain a deeper understanding of your customers.
-
Comparing CRM to CX
By: TechTarget ComputerWeekly.com
Type: Infographic
CXM and CRM systems help organizations boost customer satisfaction, but CXM focuses on how customers perceive a brand, while CRM helps employees understand their customers. In this article, we compare these platforms to help you decide which one is best for your business.
-
Deepening Customer Experience: Analyzing, Optimizing and Integrating CEM
By: TechTarget Customer Experience
Type: eGuide
Mapping out a customer experience management (CEM) transformation isn't a quick or inexpensive undertaking, but it can offer significant rewards if you are able to sift through all the options within the marketplace. Check out this E-Guide to get tips on planning and allocating resources for CEM and comparing the latest options.
-
SearchCRM.com E-Guide: Optimizing the customer experience with CRM
By: TechTarget Customer Experience
Type: eGuide
This expert e-guide provides insight on customer experience management, how to build it, and why companies are no longer focusing on cloud v. on-premise for CRM solutions.
-
A Computer Weekly buyer's guide to customer and employee experience management
By: TechTarget ComputerWeekly.com
Type: eBook
Businesses are facing new challenges to meet the expectations of customers and employees. In this 14-page buyer's guide, Computer Weekly looks at the benefits of the experience economy, the customer service implications of always-on mobile users and how digital platforms can engage customers across all channels.
-
Measuring, Monitoring and Improving Customer Experience
By: TechTarget Customer Experience
Type: eGuide
Forward-thinking organizations recognize the improving the customer experience can provide a significant competitive edge, but implementing effective customer experience management (CEM) processes can be difficult. Review this expert guide to learn 10 simple, inexpensive ways to improve the customer experience today.
-
CRM Evolves Towards Digital Customer Engagement
By: TechTarget ComputerWeekly.com
Type: eGuide
This e-guide focuses on how customer relationship management has evolved towards engaging with customers through every channel, with digital to the fore.
-
Engaging Customers: New Lessons around Customer Behavior
By: TechTarget Customer Experience
Type: eGuide
This expert e-guide counts down five customer experience management (CEM) practices that drive success. Also inside, learn how one organization executed an effective mobile CEM strategy. Read on to learn more.
-
Boost CEM with chief customer officer
By: TechTarget Customer Experience
Type: eGuide
Access this exclusive resource to find out about the value of a chief customer resource officer. Read on to learn more about their duties and responsibilities and how they can help you organization refocus on the increasingly important customer experience management.
-
Call Center Tips: Bridging the CEM Chasm
By: TechTarget Customer Experience
Type: eGuide
Check out this expert e-guide with advice from Forrester analyst Art Schoeller, as he explores how to harness social media channels in your call center via an "outside-in" strategy. Read now to learn how to reach all customer touchpoints and achieve 100% visibility into your end-to-end customer interactions.
-
Digital Experience platforms intensify customer engagement programmes
By: TechTarget ComputerWeekly.com
Type: eBook
Digital Experience Management platforms are developing and becoming more sophisticated as companies seek to intensify relationships with customers in order to gain competitive advantage against their peers. Improving customer experience will only become evermore important as companies endeavor to navigate an increasingly turbulent economy.
-
Best Practices in Customer Experience Management
By: TechTarget Customer Experience
Type: eGuide
This e-guide from the experts at SearchCRM.com explores the role of social media in customer experience management (CEM), and offers tips, tricks and best practices for driving CEM success.
-
Advanced Technologies Key to Next-gen Contact Centers
By: TechTarget Customer Experience
Type: eGuide
Access this helpful e-guide to disscover what a Forrester Research analyst recommends when acquiring new contact center technologies- find out how to address software integration needs, social media challenges, and the growing need for accurate analytics.
-
Digital Experience Management: the next stage for customer experience efforts
By: TechTarget ComputerWeekly.com
Type: eGuide
The interactions that customers have with companies and employers are increasingly digital in nature.The Covid-19 public health crisis has sped up this trend. Digital Experience Management can be seen as another turn of the CRM screw, but in a context where digital channels are dominant. Discover the next stage for customer experience efforts.
-
Digital Experience Management: the next stage for customer experience efforts
By: TechTarget ComputerWeekly.com
Type: eGuide
The interactions that customers have with companies and employers are increasingly digital in nature.The Covid-19 public health crisis has sped up this trend. Digital Experience Management can be seen as another turn of the CRM screw, but in a context where digital channels are dominant. Discover the next stage for customer experience efforts.
-
5 CEM tips from Walter White
By: TechTarget Customer Experience
Type: eGuide
Access this expert e-guide to learn more about customer experience management through the experiences of fictional character Walter White from the popular television series "Breaking Bad." Read on to learn how Kimberly Samuelson of Laserfiche, draws parallels between marketing strategies and the illegal drug business.
-
3-2-1 Contact: The Call Center in a Multichannel World
By: TechTarget Customer Experience
Type: eGuide
There's no ignoring it - the role of the contact center is drastically changing, and your agents need the tools to keep up with increasing customer demands. In this expert e-guide, explore how you can modernize the tools in your contact center to empower agents to meet the constantly shifting demands of customers.
-
Social media listening pulls direct opinion, focus groups get personal
By: TechTarget Customer Experience
Type: eGuide
This expert e-guide examines how your organization can use social media to gain customer insights, as well as the value that older information-gathering methods still bring to the table. Also inside, uncover best practices in customer experience management (CEM).
-
CRM Initiatives for Improved Customer Experience
By: TechTarget Customer Experience
Type: eGuide
Usually when deciding between CRM platforms businesses focused on the deployment method: cloud vs. on-premise. However, as bolstering the customer experience grows in importance, savvy companies are focusing their attention of the features the platform has to offer. Read on to learn which features should be considered in your buying decision.
-
Infographic: 5 differences between call centers and contact centers
By: TechTarget ComputerWeekly.com
Type: eBook
Call centers and contact centers provide customer service in different ways. Decision-makers should understand which option best fits their organization's needs to optimize CX. Download our exclusive infographic to find out what is the difference between call center vs contact center.
-
Marketing strategies to improve customer understanding
By: TechTarget Customer Experience
Type: eGuide
In our customer-centric market, the voice of the consumer is having a major effect on day-to-day business decisions. This expert e-guide reveals tips and advice to help readers utilize marketing strategies to best improve the customer experience and understanding.
-
Customer Experience Exchange E-Zine: Issue 3
By: TechTarget Customer Experience
Type: Ezine
In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.
-
Top 10 retail technology stories of 2019
By: TechTarget ComputerWeekly.com
Type: eGuide
Computer Weekly looks at what 2019 had in store for the retail industry – what technologies were retailers rushing to adopt and how is customer behaviour changing?
-
MicroScope: Steering IT in the right direction
By: MicroScope
Type: Ezine
An issue looking at the timing of the ideal sales pitch and just what's happening with IoT and the channel.
-
Managing and Optimizing the Call Center
By: TechTarget Customer Experience
Type: eGuide
In this e-guide from the experts at SearchCRM.com, learn how your organization can optimize its call center and drive customer service success with the use of workforce management (WFM) software, real-time speech analytics software, guidance applications, predictive analytics, and other tools.
-
CRM Analytics 101: Harnessing Customer Data for Smarter Business Decisions
By: TechTarget Customer Experience
Type: eGuide
CRM analytics involves drilling into customer data to make smarter business decisions and to offer customers more personalized service. In this expert e-guide, uncover an overview of analytics and what an organization can gain from it, steps for making the business case, the solution landscape, tips for choosing the right platform, and more.
-
Solution Spotlight: Creating a Strong Customer Experience Management Strategy
By: TechTarget Customer Experience
Type: eGuide
In this e-guide, learn how to resolve communication issues between the IT and contact center departments by creating internal service-level agreements, recognizing that what's right for the organization is the same as what's right for the customer, and more.
-
Customer service technologies emerge bloodied but unbowed from Covid-19 pandemic
By: TechTarget ComputerWeekly.com
Type: eBook
The pandemic caused many businesses to reassess their approach to customer experience. Customers were changing their behaviour, their channels, their brands and suppliers and organisations had to adapt. Download this exclusive e-guide and read more about the transformative impact of the pandemic on customer service and experience.
-
Customer analytics in APAC: trends and best practices
By: TechTarget ComputerWeekly.com
Type: eGuide
In this e-guide, learn how organisations in the APAC region are harnessing the potential of analytics and what the future of analytics looks like from an application development and self-service perspective.
-
A Computer Weekly buyer's guide to digital customer experience
By: TechTarget ComputerWeekly.com
Type: eGuide
The pandemic has brought on changes to how organisations and their customers interact. In this 15-page buyer's guide, Computer Weekly looks at why firms need to adapt, what customer and employee experience has in common and what companies are doing to update the digital customer experience.
-
Customer experience maps vs. customer journey maps
By: TechTarget ComputerWeekly.com
Type: eGuide
Customer experience management is a set of processes a company uses to track interactions between a customer and the organization across every touchpoint. In this infographic, learn about the main differences between customer experience maps and customer journey maps, and why they are key factors in the operation of CXM software.
-
Third-party marketing automation vs. native CRM tools
By: TechTarget ComputerWeekly.com
Type: eGuide
Though many CRM platforms offer native marketing automation tools, many organisations find it beneficial to use a third-party application, such as Eloqua or Marketo. Read more in this e-guide.
-
Computer Weekly - 9 August 2022: Eurotunnel's digital journey for the realities of post-Covid travel
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, the travel industry was devastated by the pandemic, but we find out how Eurotunnel is turning to digital to better engage customers in the post-Covid world. We examine the impact of the economic slowdown on the tech giants. And we explain all you need to know about data gravity. Read the issue now.
-
Call Center Tips to Optimize Agent Performance
By: TechTarget Customer Experience
Type: eGuide
This E-Guide examines how Workforce management tools and other CEM technologies can help agents prioritize and meet performance standards.
-
2020 Media Consumption Series Infographic Pack
By: TechTarget ComputerWeekly.com
Type: eGuide
Here they are, the final results of our 2020 Media Consumption Series all packaged together. We take a dive in to the who, what, why, where, when, and how the IT sector consumes all forms of digital media and more. Answering questions such as why sales reps with data driven intent get the best response rates and what subject lines get the open?
-
MicroScope – December 2023: What does the future hold for Industry 5.0?
By: MicroScope
Type: Ezine
In this issue, we explore the future of Industry 5.0 to discover whether it's truly a tech revolution or just the next step in what has been promised since Industry 4.0. Also learn more about the risks and impacts of generative AI on data compliance and compliance, as well as seven steps you should take to engage customers while providing services
-
Computer Weekly – 20 February 2018: The enterprise opportunities for smart speakers
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly as voice-activated smart speakers grow in popularity, we examine how IT teams can use the technology in enterprise applications. Our latest buyer's guide looks at the latest developments in CRM. And UK tech sector leaders tell Parliament why they are so worried about Brexit. Read the issue now.
-
New CRM Technologies bring sales success to businesses
By: TechTarget Customer Experience
Type: eGuide
In [this expert e-guide], read about how one emergency response software company integrated a CRM platform, resulting in major time-saving efficiencies – most importantly, an improved process that enables the company to sell product licensing. Also read about a lumber executive who recently bought into a successful social CRM.
-
6 customer service channels you need to support
By: Oracle Corporation
Type: eGuide
Where should you allocate resources to most effectively engage with current and potential customers? In this expert e-guide, Scott Sachs of SJS Solutions weighs the pros and cons of the 6 main customer service channels: Chat/video chat, phone, email, social media, customer self-service, and mobile.
-
Computer Weekly – 5 October 2021: The most influential women in UK technology
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we reveal the 50 women chosen as the most influential in UK technology for 2021, and talk to the 10th winner of our annual list – Poppy Gustafsson, CEO of Darktrace. Also, our latest buyer's guide looks at digital customer experience technologies. Read the issue now.
-
Developing the right social CRM strategies for improved customer service
By: TechTarget Customer Experience
Type: eGuide
Today's exclusive resource examines that steps businesses should take to ensure the seamless integration of social CRM into existing tools and processes. Discover the value you can glean from analyzing and nurturing customer feedback from social media channels.
-
Getting sales reps to embrace analytics tools
By: Oracle Corporation
Type: eGuide
This e-guide, written by Scott Robinson (Director of BI at Lucina Health), explains why sales teams can be resistant to analytics tools, and how they can enhance the results of sales reps and managers.
-
Three Ways Personas Can Improve ABM Performance
By: TechTarget
Type: eBook
Download this eBook to understand how you can engage a broader cross-section of roles to open up new opportunities, make progress by uncovering new personas, grow account penetration and optimize your investments throughout the customer lifecycle.
-
Computer Weekly – 24 May 2022: Set innovation free and make great ideas a reality
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we look at Gartner's call to innovate – and innovation across retail, the circular economy and the automotive sector. We talk to Verastar's CTO about customer engagement in its small business services. And we examine how poor data quality is frustrating corporate desires to be data-driven. Read the issue now.
-
CW Innovation Awards: SIA taps blockchain for loyalty app
By: TechTarget ComputerWeekly.com
Type: eGuide
In this case study, learn how Singapore Airlines expanded its blockchain-based digital wallet, Kris+, into a broader digital lifestyle platform.
-
Computer Weekly - 11 January 2022: How Pepsi is taking digital to the max
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we talk to PepsiCo's digital director about delivering innovation in customer experience. Our first buyer's guide of 2022 examines hybrid cloud storage. And we find out how Arkwright and Granville from the BBC sitcom Open All Hours are inspiring retailers 40 years on. Read the issue now.