| |
| 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 52 matches |
Sort Results By : Published Date | Title | Company name |
|
|
|
| By : newScale |
Published Date: Nov 15, 2007 |
|
|
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
|
 |
|
|
|
| By : Hubspot |
Published Date: Nov 13, 2007 |
|
|
Learn how you can transform your website into a marketing machine that attracts qualified prospects and converts a higher percentage of them into paying customers. This Internet marketing whitepaper discusses 5 tips you can implement today to leverage the Internet and reach your customers more effectively.
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 |
Published Date: Jan 01, 2008 |
|
|
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
|
 |
|
|
|
| By : IBM |
Published Date: Jan 08, 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.
Download Now
|
 |
|
|
|
|
|
| By : IBM |
Published Date: Mar 31, 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.
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: Apr 02, 2007 |
|
|
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
|
|
|
|
|
|
|
|
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 12, 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: Dec 21, 2007 |
|
|
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
|
|
|
|
|
|
|
| By : SAP |
Published Date: Jul 01, 2007 |
|
|
The second in a series of three thought leadership papers themes by IDC titled "Delivering Customer Value for Competitive Advantage".
Download Now
|
|
|
|
|
|
|
|
As a Services Executive are you struggling with questions regarding what to measure, how to effectively engage with your customers, and what information should be leveraged and shared with service-chain partners and customers? Leading edge organizations are making tools and data available to their suppliers and customers with aggregated information from multiple data systems. Service-chain partners and customer personnel can now see the same views of service performance and activity. This is the next frontier to creating customer "stickiness" and business growth.
Download Now
|
 |
|
|
|
|
Sort Results By : Published Date | Title | Company name |
