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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 201 - 225 of 347Sort Results By: Published Date | Title | Company Name
By: LogMeIn Rescue     Published Date: Oct 21, 2013
For companies that sell products or services that require technical support, the support customers receive might be the only personal experience they can use to gauge their satisfaction with an organization. Since, for many of these organizations, customer satisfaction directly affects revenue, measuring customers’ satisfaction with the service experience and the services provided is extremely important as it enables these organizations to manage and improve the customer experience. This HDI Research Corner report reveals the findings from 264 support organizations that provide technical support for the services or products used by customers.
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logmein, hdi research corner, customer satisfaction, customer support, support services
    
LogMeIn Rescue
By: LogMeIn Rescue     Published Date: Oct 21, 2013
Customer service has evolved from a reactive activity viewed largely as a cost center-based tactical necessity, to a proactive management task that can in many ways set a company apart from the competition. At the same time, the channels by which customers receive support are growing and fragmenting very rapidly. The telephone is still the primary mode of support, but is steadily declining as text, social media, chat, knowledge bases, email and online communities provide new avenues for customers to get the help they need. Some organizations are embracing this evolution by implementing technologies that enable them to interact with customers regardless of the channel or the device they’re using. This approach not only improves customer service, but also boosts the brand image and helps companies achieve broader business goals.
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logmein, infoworld, customer service, customer support, support
    
LogMeIn Rescue
By: ServiceNow     Published Date: Oct 18, 2013
Three IT transformations can help IT get its own house in order to become the proactive partner of the business. By applying these concepts, IT departments at major enterprises are changing the way they engage with their business peers.
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technology, service automation, it workload, it infrastructure, service consolidation
    
ServiceNow
By: IBM     Published Date: Oct 15, 2013
Discover the four key dimensions to personalized web marketing, and learn from the real life successes of enterprises that have made the personalized web a core part of their growth strategies.As you can see, web marketing can achieve comparable success when you make the four personalization steps your own.
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ibm unica, click-throughs, personalizing web experience, customer needs, data sources
    
IBM
By: IBM     Published Date: Oct 15, 2013
Using analytics and personalized marketing to increase revenue and customer loyalty
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financial service marketing, data science, influencing the buying cycle, growth market opportunities, customer relationships
    
IBM
By: IBM     Published Date: Oct 15, 2013
Good marketing is like a conversation. You have to listen to your customers. In our connected world, that means listening to the data they generate in their interactions with your brand.
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enterprise marketing management, emm, capitalize market, data driven marketing, data collection struggle
    
IBM
By: IBM     Published Date: Oct 15, 2013
Match the Right Message to the Right Customer
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decision process, profitable engagement, enterprise marketing management, emm, marketing process
    
IBM
By: Viavi Solutions     Published Date: Oct 11, 2013
Network teams are increasingly being told by management to track and manage the end user's experience without any clear guidance as to its meaning.
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monitoring metrics, user experience, it managers, user experience metrics, essential monitoring
    
Viavi Solutions
By: IBM     Published Date: Oct 10, 2013
IBM MobileFirst is designed to enable organizations turn their interactions into an opportunity to drive return on engagement and investment. IBM combines deep industry expertise with mobile, analytics, cloud, social and security technologies. This can help enterprises capture new markets, efficiently extend their businesses to mobile employees, customers and business partners and maintain the integrity of their assets.
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ibm, mobilefirst, business in motion, mobile enterprise, user interactions
    
IBM
By: Rapid7     Published Date: Jul 24, 2013
As mobile devices become more common, cybercriminals see them as having huge profit potential, and aim to gain access to the user's confidential personal and financial information. In this Mobile Security Guide, we'll walk you through the mobile malware landscape and what you need to know to keep your organization's data safe.
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rapid7, malware, mobile malware, trojan, virus
    
Rapid7
By: Cisco Systems     Published Date: Jun 05, 2013
4 Steps to Successful Video Collaboration
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telepresence, transformative technology, in-person meetings, innovative, video collaboration
    
Cisco Systems
By: Jive Software     Published Date: Feb 04, 2013
Discover the power of the Social Intranet and how businesses today can work smarter, not harder. Learn how to increase work productivity and drive revenue through enterprise collaboration and communication.
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social intranet, enterprise collaboration, enterprise communication, enterprise social, application integration
    
Jive Software
By: CodeBaby     Published Date: Nov 27, 2012
Healthcare organizations are integrating intelligent virtual assistants to enhance online experience and reduce costs. This guide overviews the capabilities and benefits of using virtual assistants to engage, optimize, and complement existing service channels.
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online self-service, customer experience, customer service, intelligent virtual assistants, conversion optimization
    
CodeBaby
By: Interactive Intelligence     Published Date: Oct 10, 2012
Read why the emergence of speech analytics will continue to help organizations realize value in this Research Perspective from Ventana Research, sponsored by Interactive Intelligence.
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customer experience, customer care, speech analytics, customer experience management
    
Interactive Intelligence
By: Interactive Intelligence     Published Date: Oct 10, 2012
Read what you can do to successfully move your customer care infrastructure to the cloud, from J.R. Simmons of COMgroup, Inc. and Jason Alley of Interactive Intelligence.
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customer care, cloud brokers, caas, communications as a service, contact center applications
    
Interactive Intelligence
By: IBM     Published Date: Oct 03, 2012
This white paper from IBM showcases five organizations that are strategically integrating emerging social software and tools with their existing investments and seeing measurable results in return on investment.
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social business, ibm social software, global workforce, collaboration, social technology
    
IBM
By: IBM     Published Date: Oct 01, 2012
Today's office is everywhere. Remote devices have created a 24/7, instantaneous response, work environment.
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intranet, web experiences, customer experience, web content management, content delivery
    
IBM
By: IBM     Published Date: Oct 01, 2012
Anticipate, engage and deliver exceptional web experiences. Enabling exceptional web experiences that redefine the ways we live, work and play.
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web experiences, content delivery, content management, customer experience, social business
    
IBM
By: IBM     Published Date: Oct 01, 2012
Cars.com uses IBM software to gain a 360-degree view into its technology infrastructure and applications, giving the company visibility into the user experience of its consumers, dealers and advertisers.
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case study, cars, user experience, customer experience management, application management
    
IBM
By: IBM     Published Date: Oct 01, 2012
CMOs must orchestrate their digital strategy using our connect-the-dots framework. Their objective: Elevate digital to the highest level of business strategy.
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branding, brand experience, user experience, digital branding, digital branded content
    
IBM
By: IBM     Published Date: Oct 01, 2012
The study casts light on the challenges public and private sector CMOs confront - and the opportunities they envision - in increasingly complex times.
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roi, customer interaction, customer experience, customer service, customer engagement
    
IBM
By: Success Factors     Published Date: Aug 22, 2012
How important is effective compensation management in terms of motivating your workforce? Plenty. Compensation has consistently remained one of the top five job-satisfaction factors considered most important to employees.
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successfactors, sap, reward employees, pay, performance
    
Success Factors
By: Genpact     Published Date: Jul 30, 2012
Smart phones and technology advancements have revolutionized the way people behave, interact, consume and live.
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customer service, future ready, crm, self-serve, customer experience management
    
Genpact
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