| |
| Home >
Knowledge Management > 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 1 - 25 of 61 matches |
Sort Results By : Published Date | Title | Company name |
|
|
|
| By : newScale |
Published Date: Jan 30, 2008 |
|
|
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.
Download Now
|
 |
|
|
|
|
|
|
Targeted and personal, no medium today is as effective at empowering marketers with the ability to reach out and connect with their customers on a real 1-to-1 level more than Email Marketing. This insightful White Paper provides 5 simple but powerful email tactics that will keep your customers coming back for more.
Download Now
|
 |
|
|
|
|
|
|
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.
Download Now
|
 |
|
|
|
|
|
|
In today’s world, it may seem like there is barely enough time to stay on top of running a business, let alone for perceived luxuries like personal interaction over every transaction. This white paper looks at the benefits of combining two popular online communication tools- email marketing and live chat - to boost customer loyalty and retention.
Download Now
|
 |
|
|
|
|
|
|
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.
Download Now
|
 |
|
|
|
| By : SAP 2 |
Published Date: Aug 21, 2009 |
|
|
Building the customer-centric enterprise explores how insurers are seeking to maximize the profitability and growth potential of the markets by scrutinizing loss performance, retention strategies, buying behavior and demographics. The report features a customer analytics case study that draws on an interview with Michael Bernaski, acting chief analytics officer of Safeco.
Download Now
|
 |
|
|
|
|
|
|
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.
Download Now
|
 |
|
|
|
|
|
|
Interest in customer loyalty programs has never been more avid. After a number of years when such programs always seemed to be on the brink of taking off - but never quite managed to reach expectations - recent years have seen a real and dramatic increase in their uptake. This paper explores the issues which need to be addressed in order to cost justify the implementation of a customer loyalty system.
Download Now
|
 |
|
|
|
|
|
|
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.
Download Now
|
|
|
|
|
|
|
|
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.
Download Now
|
 |
|
|
|
| By : SAP |
Published Date: Aug 21, 2009 |
|
|
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.
Download Now
|
 |
|
|
|
|
|
|
This paper considers whether smart cards really do have a role to play in loyalty systems or whether they are simply being promoted by the suppliers of smart card technology into what they see as a fast growing, profitable marketplace.
Download Now
|
|
|
|
|
|
|
|
This informative white paper provides 10 great tactics to get you started trying to make that prediction come true. Read this white paper to learn more on how you can drive your email marketing ROI through email relevance.
Download Now
|
|
|
|
|
|
|
|
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.
Download Now
|
|
|
|
|
|
|
|
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.
Download Now
|
 |
|
|
|
| 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.
Download Now
|
 |
|
|
|
|
|
|
GoToAssist Integration Services offer a variety of methods to integrate Citrix GoToAssist, the industry-leading remote-support solution, into an existing infrastructure quickly and easily. Integrating GoToAssist provides a single source for initiating remote-support sessions and viewing support details, allowing managers to easily audit the complete support experience to ensure best practices and processes are followed.
Download Now
|
|
|
|
|
|
|
|
Email marketing is by far the best way to attract interest in, build desire for, and generate sales of your products and services. Without a well-managed opt-in email list, you can say goodbye to your email marketing investment. This white paper provides powerful tactics to help you grow bigger, better and more relevant opt-in lists - and turn your Web browsers into buyers.
Download Now
|
|
|
|
|
|
|
|
Have loyalty cards reached the stage in their development when they are likely to be merged with other marketing and retailing systems, or will they simply fade away and join their precursors, the green shield stamps, in some far flung promotional graveyard?
Download Now
|
|
|
|
|
|
|
|
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.
Download Now
|
 |
|
|
|
| By : Debix |
Published Date: Jun 30, 2008 |
|
|
Fraud preventative solutions are designed to avert new accounts fraud before it occurs. The strategic advantage of fraud prevention therefore lies in the ability avoid losses to institutions and consumers.
Download Now
|
 |
|
|
|
| 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.
Download Now
|
 |
|
|
|
|
|
|
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.
Download Now
|
 |
|
|
|
|
|
|
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.
Download Now
|
|
|
|
|
|
|
|
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.
Download Now
|
|
|
|
|
|
Sort Results By : Published Date | Title | Company name |
