It's all about customer satisfaction
By: Hewlett Packard Enterprise View more from Hewlett Packard Enterprise >>
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The future of e-commerce and CRM
By: Oracle Corporation
Type: eGuide
While meshing e-commerce and CRM platforms has been an emerging implementation idea for several years, 2018 will be the year in which businesses make some of those implementation leaps and reap the benefits, according to insiders watching the technology.
In this e-guide, learn about some trends vendors and analysts are predicting for the future of e-commerce and CRM.
Explore key considerations when planning your CRM spend, including:
- Mobile becomes the front door
- The arrival of the subscription economy
- Use behavior analytics to understand e-commerce and CRM
- And more
These are also closely related to: "It's all about customer satisfaction"
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CRM Evolves Towards Digital Customer Engagement
By: TechTarget ComputerWeekly.com
Type: eGuide
CRM has been a mainstay of enterprise software since the heyday of Siebel in the 1990s, starting with salesforce automation.
More recently, customer relationship management has evolved towards engaging with customers through every channel, with digital to the fore. And, as with every other area of business IT, artificial intelligence/machine learning is coming into play. SAP Hybris and Salesforce’s Einstein are, for example, among the technologies available to CIOs looking to develop modern customer engagement capabilities.
Cognitive computing, closely associated with IBM, is emerging as a means of getting closer to customers. Luxury fashion e-commerce retailer Net-a-Porter is one outfit that is exploring such artificial intelligence in retail, and we feature here an interview with the CIO of the Yoox Net-a-Porter group.
CRM has also broadened scope beyond commercial companies managing relationships with their paying customers to, for example, healthcare and higher education, as the lead article in this e-guide displays.
Sports fans are another group of “customers” who, beyond ticket sales, would scarcely have been considered such a few decades ago.
CRM is evolving, both technically, and as a business discipline.
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Computer Weekly - 12 April 2022: Disney combines digital, data and creativity for ad opportunities
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week’s Computer Weekly, we talk to the executive vice-president for client and brand solutions at Disney Advertising Sales about how it is using data to subserve story-telling excellence. We delve into how rising energy costs negatively impacted the the UK arm of Sungard Availability Services. We examine the role of infrastructure as code in edge datacentres. And we discuss how hybrid working and the much-trumpeted metaverse might come together to stoke productivity. Read the issue now.
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Improve customer experience with good customer data
By: Microsoft
Type: eGuide
Learn how you can build customer loyalty and improve customer experiences via quality and effective customer data collection and analysis. In addition, tap into how companies like 7-Eleven, Walgreens, and Mazda are improving customer journeys by enabling mobile loyalty programs.
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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.
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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.
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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.
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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.
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Meeting an AI coffee machine at Cisco Live, NatWest robots, and how we cover supplier numbers
By: TechTarget ComputerWeekly.com
Type: Podcast
In this episode, the lead up to an end-of-year General Election has Brian McKenna, Caroline Donnelly and Clare McDonald discussing politicians launching their own emojis, as well as the abuse many female politicians face online. The team also ponders whether online voting could be on the horizon for the UK.
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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.
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US Retailer sees 6% customer satisfaction improvement and attrition drop with Teleperformance
By: Teleperformance
Type: Case Study
Maurices’ customer satisfaction score (C-SAT) for a prior 14-month period fell short of their 25-point goal. Download this case study e-book to discover the outcomes associated to Teleperformance’s action plan for Maurices, wherein the C-SAT review processes were updated, and Training Arcade rolled out to gamify agent learning.
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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.
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Avon calling: what happens when lockdown eliminates your business model?
By: TechTarget ComputerWeekly.com
Type: eGuide
In this week's Computer Weekly, global beauty brand Avon explains how it coped with a lockdown dilemma – a door-to-door sales model when its reps couldn't leave home. Our buyer's guide examines the use of artificial intelligence in IT security. And we analyse the government's decision to strip Huawei from the UK's 5G network. Read the issue now.
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Avon calling: what happens when lockdown eliminates your business model?
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, global beauty brand Avon explains how it coped with a lockdown dilemma – a door-to-door sales model when its reps couldn't leave home. Our buyer's guide examines the use of artificial intelligence in IT security. And we analyse the government's decision to strip Huawei from the UK's 5G network. Read the issue now.
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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.
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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?
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CRM enters maturity as customer experience custodian
By: TechTarget ComputerWeekly.com
Type: eGuide
CRM has a long lineage in enterprise software, starting with salesforce automation in the 1990s, Siebel being a big player back in the mists of time. These days, engaging with customers through every conceivable channel, and doing so by way of the cloud are the novelties of CRM.
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A Computer Weekly e-Guide to CRM
By: TechTarget ComputerWeekly.com
Type: eGuide
We take a look at the fundamental do's and don'ts of Customer Relationship Management. Including examples of how companies are utilizing it to their advantage and how to avoid making mistakes in the world of building bridges with your customers.
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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.
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Covid-19: An Infographic - 3 Immediate Actions for CIOs
By: TechTarget ComputerWeekly.com
Type: eGuide
This infographic highlights the measures CIOs should be taking in the wake of COVID-19. Download now!
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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?
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Financial services firms moving to the cloud
By: TechTarget ComputerWeekly.com
Type: eGuide
In this e-guide, we'll take a look at how some of the world's biggest financial brands are moving to the cloud, and share a cautionary tale or two about the mistakes some have made while trying to get there.
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Infographic: Top 10 ways to improve Customer Experience
By: TechTarget ComputerWeekly.com
Type: eGuide
As customer expectations increase, so does the need for excellent customer service and customer experience. There are many methods to improve CX - some complex and costly, others relatively simple and inexpensive. But how do you know what's right for you, and where do you start? Here are 10 initiatives you can use to improve customer experience.
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Marketing automation platforms: 5 key features
By: Marketo
Type: eGuide
Read this comprehensive list of features you should look for before choosing a marketing automation platform. See this breakdown of five key automation areas, with specific clusters of features outlined.
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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.
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Computer Weekly buyer's guide to customer insight
By: TechTarget ComputerWeekly.com
Type: eBook
In this 14-page buyer's guide, Computer Weekly looks at how firms adapt to new behaviors, as well as utilize deep learning to gain better insights and use intelligent analytics apps to enhance interactions.
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Put Purchase Intent Data to Work for You
By: TechTarget
Type: eBook
Simply adopting a CRM system doesn’t guarantee better customer relationships. The data you put into the system matters. In this e-book, Patricia Anton, founder of Anton Consulting, Inc. discusses how you can bring together data, human processes and technology to create a competitive advantage.
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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.
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The Central Role of CX Modernization in Enabling Business Agility
By: AWS & Accenture
Type: ESG Infographic
Hear ESG analysts’ perspective on CX in this ESG infographic, wherein they highlight the top 3 barriers preventing companies from improving CX, how to strategically allocate budget for CX tech investments, and more.
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Real-time analytics possible fuel for post Covid pandemic growth
By: TechTarget ComputerWeekly.com
Type: eGuide
Real-time analytics promises the last word in business agility. There is obvious business value in being able to react immediately to changing patterns in customer behaviour or to prevent problems ahead of time, to give but two examples. And becoming more real-time could be an element in accelerating economic growth beyond the pandemic.
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Doughnuts go digital: Krispy Kreme's scalable customer experience
By: Reply
Type: Case Study
Krispy Kreme is one of the most recognized brands around the world. With unique storefronts that deliver on customer promise time after time, it was time for the brand to bring the in-store experience online. By partnering with Reply, Krispy Kreme was able to expand digitally while building a scalable customer experience. Read on to learn more.
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Pros and cons of major CRM providers
By: TechTarget ComputerWeekly.com
Type: Ezine
In this issue of Computer Weekly, as the UK votes for a new government, examine the digital policies in the manifestos of the Conservative, Labour and Liberal Democrat parties, and hear what IT trade body TechUK would like to see for the tech sector from the next administration. Read the issue now.
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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.
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Computer Weekly buyer's guide to fintech
By: TechTarget ComputerWeekly.com
Type: eBook
In this 14-page buyer's guide, Computer Weekly weighs up thecompetition from tech-based challenger banks, the importanceof customer experience and the value of leaving conventionalbanking in the past.
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The last mile to the individual customer: Sales and marketing software trends
By: TechTarget ComputerWeekly.com
Type: eGuide
From this e-guide you will learn about such developments in sales and marketing enterprise software in 2018, with a view to 2019 – from Computer Weekly and from our specialist US TechTarget site SearchCRM.
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How to give customers the unified brand experience they want
By: ServiceNow
Type: Video
When it comes to creating a sustainable and unified customer experience, consistency and uniformity are the keys. However, for organizations with multiple locations, delivering a consistent CX can be hard. Overcoming the challenges of varied data models and silos requires the right solution. Watch this video to see what that solution is.
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Personal branding in the digital age
By: TechTarget ComputerWeekly.com
Type: eBook
This chapter from Francine Beleyi's book Personal branding in the digital age, explains the seven key pillars you need to build a successful personal brand.
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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.
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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.
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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.
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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.
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Unlocking Revenue Growth with Intent Data
By: TechTarget
Type: eBook
Download this TechTargt eBook to see how you can leverage intent data to achieve sales and marketing objectives in every stage of the sales funnel, and support a revenue-rich ABM strategy.
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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.
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Does your webinar brand resonate with buyers?
By: BrightTALK by TechTarget
Type: eBook
From landing pages to email promotions, learn how to develop a strong webinar brand that helps share your message and builds excitement across your audience.
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Computer Weekly – 11 October 2022: Government bins IR35 reforms – what you need to know
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, after the government scrapped its IR35 reforms, we examine what IT contractors need to know. With hybrid working, employee experience is a priority – we look at how it meshes with customer experience initiatives. And we assess the options for unstructured data storage in the cloud and on-premise. Read the issue now.
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Computer Weekly – 20 March 2018: Where neuroscience meets technology
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we find out how computer scientists are using data, cloud and virtual reality to understand the brain and improve mental wellbeing. We analyse newly published government documents detailing the early problems with Universal Credit. And we look at how AI can help improve cyber security. Read the issue now.
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The power of communication in ecommerce logistics
By: 8x8
Type: White Paper
With the right use of communication channels, ecommerce brands and their last mile logistics partners can offer full visibility across all stages of the delivery process and improve customer experiences. Read on to understand the full power of transparent and active communication in ecommerce logistics.
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Innovation Awards APAC 2023 - Project of the Year: Mondelez International
By: TechTarget ComputerWeekly.com
Type: eGuide
Mondelez operates a large supply chain and manufacturing footprint to produce well-known snacks such as Cadbury chocolates and Oreo biscuits. In this e-guide, read how Mondelez tapped low-code/no-code development, drones and other emerging technologies, to deliver productivity gains, better employee experience and higher production yields.
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5 reasons you should migrate to the cloud
By: New Relic
Type: eGuide
In this expert guide, discover five cloud benefits that may prove cloud migration naysayers wrong, including scalability and agility, visibility and governance, cost, and more.
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A guide to developing modern mobile applications
By: TechTarget ComputerWeekly.com
Type: eBook
A key ingredient of eBusiness is the ability to offer customers the very best user experience, irrespective of whether they use a web browser, a mobile browser or a mobile app. In this guide, we explore the challenges organisations face in managing the numerous ways customers can transact with businesses.