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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 301 - 325 of 340Sort Results By: Published Date | Title | Company Name
By: M3 Consulting, Inc.     Published Date: Feb 03, 2011
Offshoring Is a Cost Effective Solution to Your IT Needs
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software design, application development, web design, offshoring, it solutions
    
M3 Consulting, Inc.
By: Gartner, Inc     Published Date: Oct 28, 2010
New technologies emerge every day, but not all of them pay off, and adopting them too early might be risky for your organization.
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emerging trends, emerging technologies, hype cycle, new technologies, it trends
    
Gartner, Inc
By: EBSL Technologies Int'l     Published Date: Sep 26, 2010
This white paper provides an introduction to cloud computing.
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cloud computing, service level agreements (slas), cloud computing security, virtualization, amazon cloud
    
EBSL Technologies Int'l
By: Aternity     Published Date: Aug 20, 2010
Application Performance Management & End User Experience Monitoring Platform for Fortune 500/Global 2000
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application performance management, end user experience, frontline performance intelligence, desktop virtualization, infrastructure
    
Aternity
By: xmannnnn     Published Date: Aug 06, 2010
Ultra High Speed Internet, TV and local/long distance phone services combined into 1 superior service.
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active directory, bandwidth management, convergence, distributed computing, ethernet networking
    
xmannnnn
By: IBM Software     Published Date: Jul 28, 2010
This report examines how top performing companies are implementing sales intelligence initiatives to increase pipeline quality and contextualize opportunities with relevant information.
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ibm software, cognos, sales intelligence, pipeline, sales productivity
    
IBM Software
By: IBM Software     Published Date: Jul 28, 2010
This study highlights best practices from 72 companies to identify how best in class organizations use data to achieve superior performance.
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ibm software, data driven marketing, best practice, performance, customer engagement
    
IBM Software
By: IBM     Published Date: Aug 28, 2009
You've already taken basic cost-cutting steps and saved the easy money. You know that you need to dig deeper. But where should you start? What's killing your IT budget?
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storage expansion, system complexity, hardware sprawl, reliability, scalability
    
IBM
By: Clearvale by BroadVision     Published Date: Aug 21, 2009
This white paper provides an overview of the most useful personalization techniques and discusses how to combine personalization strategy with personalization techniques.
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email marketing, personalization, customization, personalize, customize
    
Clearvale by BroadVision
By: Soffront     Published Date: Aug 21, 2009
This white paper provides a basic definition of an Internet portal, and then describes a CRM Portal, a portal that is a component of a CRM system. Different kinds of CRM Portals are discussed in terms of who uses these portals and what are they used for.
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portals, crm portals, customer portal, customer portals, web portal
    
Soffront
By: Soffront     Published Date: Aug 21, 2009
Companies are discovering that a Knowledge Management System (KMS) has grown from a nice to have concept, to a must-have asset in customer facing departments. Providing immediate answers to customers requires easy access to the important product and business knowledge of an organization. KMS makes that possible.
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knowledge management, information management, knowledge base, product information management, pim
    
Soffront
By: BMC ESM     Published Date: Jul 17, 2009
Listen to this conversation with Doug Mueller to learn how standards and processes have evolved to bring us the service desk of today and tomorrow. Discover what changes in direction surprise even Doug as he builds architecture for efficient service desks. Doug's enthusiasm for taking the service desk to the next level is noticeable in this podcast, and you just might come away with some new perceptions of the service desk of the future.
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service desk, architecture, podcast, cto, bmc
    
BMC ESM
By: IBM     Published Date: Jan 13, 2009
Many dashboards have limitations that can make it difficult for businesses to provide value beyond the executive level. But with IBM portals, you can create a foundation to build more effective active dashboards. This executive brief shows how next-generation dashboards can provide a competitive advantage by helping improve flexibility and decision-making.
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ibm, portal technologies, dashboards, ibm portals, dashboard trends
    
IBM
By: IBM     Published Date: Jan 12, 2009
Retailers are finding it difficult to stand out in today’s global marketplace. IBM WebSphere Portal software can help them deliver flexible, integrated environments that support personalized user experiences. Read this executive brief to find out exactly how IBM is helping retailers differentiate themselves from their competitors.
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ibm, productivity, customer service, portal solutions, ibm websphere
    
IBM
By: IBM     Published Date: Jun 11, 2008
In a 2007 poll of nearly 200,000 consumers, IBM found that retailers who integrate customer-focused initiatives are more likely to turn regular consumers into brand advocates and outperform their competitors. Download the white paper and find out what key retailer attributes drive consumer advocacy.
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crm, customer relationship management, customer focus, customer-focused, shopper insight
    
IBM
By: IBM     Published Date: Jun 11, 2008
According to Selfserviceworld.com, 50 percent of consumers prefer to use credit cards at self-checkout counters. As credit card usage continues to rise, it's beneficial for retailers to consider non-cash methods of payment. Download the white paper and see how self-checkout solutions from IBM can help increase sales and improve customer satisfaction.
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checkout, retail, point of sale, pos, customer service
    
IBM
By: IBM     Published Date: May 30, 2008
View to this webcast and learn how Memorial Health System, a 500-bed hospital system in Colorado Springs, Colorado, has recently implemented a portal strategy based on IBM WebSphere Portal and Lotus Web Content Management that allows them to quickly and securely provide online capabilities for their external and internal user constituencies.
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hospital, portal, corporate portal, collaboration, ibm
    
IBM
By: Upstream Works     Published Date: May 15, 2008
It’s not surprising that first contact resolution (FCR) is becoming a high priority among forward-looking contact center managers. Increasing the percentage of contacts resolved during the initial contact provides three great benefits; customer satisfaction goes up, operating costs go down, and contact-center generated revenue goes up. There are also potential downsides, like extended handle time as agents strive to keep the caller on-line until the issue can be resolved.
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customer, customer satisfaction, customer service, call center, call center management
    
Upstream Works
By: Easynet     Published Date: Mar 26, 2008
Online bookings, billing and ticketing activities lie at the heart of high quality and reliable services in the leisure, entertainment and travel (LET) industry. Indeed, they can effectively act as a primary differentiator in an increasingly competitive and cost-aware environment.
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leisure, entertainment, travel services, e-booking, e-ticketing
    
Easynet
By: Genesys     Published Date: Mar 01, 2008
Filtration experts have discussed filter presses and their perceived shortcomings. This article discusses filter presses as well as the batch or continuous filtration alternatives to replace them.
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enterprise applications, call center management, call center software, customer interaction service, contact management
    
Genesys
By: ICC Decision Services     Published Date: Feb 18, 2008
In today’s competitive economy, the role of advertising and promotion has never been more important. Creating consumer awareness and driving them to make a buying decision continues to be the central focus, but the average consumer is attacked with more messages than ever before. As the level of total advertising has risen, there has been an evolution of the variety of methods and types in existence. This has placed the advertising industry in a state of chaos.
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icc, decision services, event marketing, sales, marketing
    
ICC Decision Services
By: IBM     Published Date: Feb 08, 2008
Point of service is the key to every retail operation. But with e-mail marketing, in-store/self-service kiosks and more, the definition of point of service is changing. These changes create a unique opportunity to utilize advanced technologies to improve the customer experience. The IBM Retail Environment for SUSE LINUX (IRES) is designed to help retailers do just this -- while generating higher profits.
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pos, point of service, tco, marketing, customer experience
    
IBM
By: ForeSee Results     Published Date: Jul 20, 2007
Online retailers are always on the lookout for ways to improve the online shopping experience and stay ahead of the competition. Adding consumer product reviews is one such way. As part of the analysis of the Spring 2007 edition of the Top 100 Online Retail Satisfaction Index, we delved into the data specific to consumer product reviews to answer pertinent questions.
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customer reviews, reviews, purchase decision, referral, recommendation
    
ForeSee Results
By: ForeSee Results     Published Date: Jul 20, 2007
This report analyzes satisfaction of the various methods of generating site traffic (email, search marketing, recommendations, shopping comparison sites, etc.) to see which result in the most satisfied customers -- who are also more likely to purchase in the future and recommend the site to others.
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foresee, foresee results, online marketing, comparative, conversion
    
ForeSee Results
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