Executive Summary...3 A Broader Approach to Customer Relationship Management...6. The Elements of a Formal CRM Strategy... 9

Size: px
Start display at page:

Download "Executive Summary...3 A Broader Approach to Customer Relationship Management...6. The Elements of a Formal CRM Strategy... 9"

Transcription

1 CAP Dynamic Content Software Strategies Consulting Service December 31, 2002 You Can t Build CRM Without Content Dynamic Content Solutions As A Key Requirement for Customer Relationship Management Initiatives Executive Summary...3 A Broader Approach to Customer Relationship Management...6 The Elements of a Formal CRM Strategy... 9 Key Trends and Research Findings...9 The CRM and Content Systems Survey: Methodology and Demographics Total Respondents by Company Size Total Respondents by Functional Roles Total Respondents by Industry Representation The Role of Technology Vendors in the Survey Trend #1: A Strategic Approach to CRM Trend #2: Customer-Centered Goals, but Measurement is Lacking Trend #3: Segmentation and Personalization Are Important Related Elements of a CRM Strategy Trend #4: Organizations are Seeking Consistent Communication with Demand Chain Participants across Channel Touch Points Trend #5: Increased Integration of CRM Applications and Content Systems Operational & Functional CRM Analysis Content System Analysis Integration of CRM Applications and Content Systems Analysis of CRM Strategies and Integration The Integration of CRM Applications and Content Systems by Vertical Content System Functionality and Content Types Important for CRM CRM Sell-Side Validation Trend #6: Web Self-Service is a Better and More Efficient Way of Providing Multi-Functional CRM Trend #7: XML as a Key Process and Application Integration Enabler Dynamic Content Touch Points...37 Appendices CAP Ventures is a strategic consulting firm for providers and users of business communication technologies and services. We deliver key research, analysis, forecasting, benchmarking, and strategy recommendations to make a competitive difference in our clients businesses. Additional information about CAP Ventures is available on the Web at: Headquarters CAP Ventures, Inc. 600 Cordwainer Drive Norwell, MA Phone: Fax: Europe CAP Ventures, Ltd. 3 rd Floor, Sceptre House 7-9 Castle Street Luton, Bedfordshire, United Kingdom LU1 3AJ Phone: Fax: Japan G.S.M. Corporation Ebisu East Building Higashi, Shibuya-ku Tokyo Japan Phone: Fax: This Material is prepared specifically for clients of CAP Ventures. The opinions expressed represent our interpretation and analysis of information generally available to the public or released by responsible individuals in the subject companies. We believe that the sources of information on which our material is based are reliable and we have applied our best professional judgment to the data obtained. CAP Ventures, Inc.

2 Research Dynamic Content Software Strategies Consulting Service Figures and Tables Figure 1: The Layers of Customer Relationship Management... 7 Figure 2: Respondents by Company Size Figure 3: Respondents by Functional Roles Figure 4: End User Respondents by Areas of Responsibilities Figure 5: Technology Vendors: CRM Specialization Figure 6: Incidence of Formal CRM Strategies within End User Respondents Figure 7: Incidence of CRM Strategies across Vertical Industries Figure 8: The Importance of End User Goals within the Context of a CRM Strategy Figure 9: The Measurement of ROI for CRM Initiatives Figure 10: ROI Experience and Expectations for CRM Initiatives Figure 11: End User Satisfaction with CRM systems Figure 12: Ability to Segment Customers and Service Accordingly Figure 13: The Essence of Personalization Figure 14: Functional CRM Applications in Place or Planned Figure 15: Expected CRM Spending Next Year Figure 16: Installed Dynamic Content Applications Figure 17: Functional Areas Where Content Systems Are Being Integrated Figure 18: The Importance of Content System and CRM Integration Figure 19: Importance of Content System Functionality Figure 20: Types of Content Important for CRM Integration Figure 21: Percentage of End Users Requesting Integration of Content Systems and CRM Figure 22: Dynamic Content and CRM Touch Points Table 1: CRM Layer Details... 8 Table 2: Respondents by Industry Table 3: End User Respondents by Annual Revenue Table 4: Incidence of CRM Application Implementation for CRM Strategy Planners Table 5: Definitions of Content Systems Table 6: Integrated Content and CRM Applications by CRM Strategy Response Table 7: Plans to Integrate Content and CRM Applications by CRM Strategy Response Table 8: Plans to Integrate Content and CRM Applications by CRM Strategy Response Table 9: Summary of Customer Benchmark Profiles Page 2 CAP Ventures, December 31, 2002

3 Dynamic Content Software Strategies Consulting Service Research Executive Summary Jack Welch, the former CEO of General Electric, once remarked in outlining his competitive strategy, We have only two sources of competitive advantage: 1) the ability to learn more about our customers faster than the competition, and 2) the ability to turn that learning into action faster than the competition. This statement cuts to the heart of this research project, developed to study the intersection of dynamic content technologies and customer relationship management (CRM) strategies. In tying these systems together, the integration touch points allow organizations to put what they know and learn about their customers into action to enable the realization of CRM strategies. Customer relationship management today encompasses a much larger landscape than it has in years past. It has evolved significantly from a group of individual functional marketing, sales and service applications to a broad organizational strategy that leverages numerous technologies and processes in addition to those traditionally known and considered to be CRM. Some technology provides the infrastructure to enable the core elements of CRM programs, while others provide the functionality to actually execute CRM initiatives. Dynamic content technologies fit into both of these categories, providing infrastructure and functional capabilities to achieve desired behavior through consistent communication and collaboration with prospects, customers and partners. In short, content systems need to be leveraged in conjunction with other CRM applications to fulfill customer relationship management strategies. An overall conceptual approach that encompasses the CAP Ventures perspective is discussed in the section titled, A Broader Approach to Customer Relationship Management. Any organization considering or re-considering their CRM strategy would be well served to understand the various layers of CRM and how they relate to each other. They should also have a comprehensive strategy in place to coordinate their technology acquisition and integration plans into their unique process and personnel environment. The CAP Ventures perspective is validated through primary research. The section titled, Key Trends and Research Findings, explores user and vendor responses to our comprehensive Web survey on the intersection of CRM and content systems in explicit detail. The goals of this primary research initiative, performed in conjunction with media partner CRM Magazine, were to prove our hypothesis regarding the importance of content systems in the context of CRM strategies. The responses from over 1,200 CRM Magazine readers and CRM Weekly subscribers confirmed seven key tenets that CAP Ventures identifies as critical to the integration of content systems and CRM applications: Organizations must approach CRM strategically. CRM Goals are customer-focused, but measurement is lacking. Segmentation and personalization are important elements of a CRM strategy. Organizations must achieve consistent communication with demand chain participants across channel touch points. A comprehensive strategy includes the integration of CRM applications and content systems. Web self-service is an efficient way of providing multi-functional CRM. XML is a key process and application integration enabler. There were two key elements required of our research. Number one was testing our hypothesis that end user organizations are increasingly thinking strategically about CRM. Number two was to explore the use and integration of content systems and technologies to support CRM strategies, within the context of functional and operational CRM applications. During our research, we asked about the existence of a formal, defined CRM strategy and followed with questions designed to validate key elements of a CRM strategy at a more detailed level. We also sought to validate our belief that organizations invariably need or should be planning a content infrastructure to CAP Ventures, December 31, Page 3

4 Research Dynamic Content Software Strategies Consulting Service segment, market and service customers uniquely. To achieve these objectives, we also inquired about the strategic goals of CRM. The results were gratifying if not surprising: 75% of the survey s total respondents have implemented or are currently planning a customer relationship management strategy. 85% of the survey s total respondents have implemented or are planning the capability to segment customers and service them accordingly. The highest ranking goals of end user organizations are focused squarely on customers, including increasing customer loyalty and retention and improving customer satisfaction. We also asked about the existing presence and planned implementation of functional CRM applications as well as the existing presence and planned implementation of dynamic content technologies. About a third of all respondents have already implemented a functional CRM application, and based on a high degree of functional application correlation, likely have more than one application. About a third of all respondents have already implemented a dynamic content application, which are defined as portals, content management, web publishing and collaboration tools, with a fairly consistent and high correlation of applications (> 50%) meaning that on average end users have at least two implemented. We then asked specifically about integration activity and plans among the functional CRM applications and dynamic content technologies. For those that have CRM applications in place, roughly 25% across the board already claim to have integrated content systems with functional CRM applications For those that have CRM applications in place or are planning in implementing in 2003, nearly 40% across the board are planning on integrating content systems with functional CRM applications in % of end users view the integration of content systems and CRM as critical or very important. Rather than try and link which specific dynamic content technologies and systems were being employed to support specific customer functions, we approached this in a manner that provided granularity in terms of associating specific content functionality with CRM applications. Our probe also revealed what types of content are important with respect to CRM strategies and initiatives. Workflow, search technologies, internal/external collaboration capabilities, personalization and integration with publishing tools rounded out the top five important functions of content systems with respect to CRM. Collaboration capabilities, particularly workflow, are extremely important, particularly as applications get extended to partners and customers. Interestingly, wireless content delivery was not deemed important based on the respondents ranking, suggesting that many organizations are considering wireless but have yet to implement. The top five types of content deemed by our survey participants as important for integration with CRM initiatives include company/product brochures, marketing/promotional materials, training materials, customer profile information, and branding materials. These document types support survey results that highlight marketing as a key growth area for CRM applications, and one that will be highly integrated with content systems. Our primary research also surveyed those involved in the sell-side of the CRM market, including technology vendors, resellers, consultants and systems integrators. We provided these 381 respondents with a unique set of questions designed to provide an additional, 360 degree validation of our perspective on the market. As an example, we asked explicitly whether customers were asking for interoperability Page 4 CAP Ventures, December 31, 2002

5 Dynamic Content Software Strategies Consulting Service Research and/or integration among their content systems and CRM applications. Over three quarters (75.9%) of our sell-side respondents said yes, slightly higher than the 65% of end users who have already integrated or plan to integrate within the next year. This report also augments our Web based survey results with comprehensive customer benchmark profiles, referenced throughout this report and provided individually in the Appendix. These profiles qualitatively and quantitatively demonstrate how end user organizations are integrating content systems within their CRM strategies and initiatives. Our customer benchmark profiles include: A large electronic hardware manufacturer who implemented an Adobe Systems customer facing document solution as an output middleware layer for communication originating from ERP and CRM systems. Hewlett-Packard s implementation of Banta Integrated Media s solution for a customer self-service Web site, based on a centralized content management capability that supports personalized site content delivered in ten languages, based on customer profile information. Invacare s implementation of BroadVision s commerce and XML content management applications that support a new Web site infrastructure, with real-time product catalog information and transaction services supporting their provider network and end consumers. Xerox s implementation of their own commercial solution for 1:1 Personalized Marketing Communication, including variable data printing, to support a solution selling strategy. So, what does all this quantitative and qualitative information suggest? It resoundingly supports our perspective that infrastructural and realizational content system components are a critical success factor for the development and implementation of a formal CRM strategy. In fact, the CAP Ventures and CRM Magazine Web survey data clearly indicates that organizations are already performing extensive integration based on these content technologies already in place. Furthermore, the customer benchmark profiles conducted as part of CAP Ventures research illustrate impressive success stories from leading organizations in industries such as manufacturing, financial services, and healthcare. CAP Ventures believes that 2003 beckons to be a year of major integration among content systems and functional CRM applications. Based on our comprehensive primary and secondary research, we also expect a large measure of new implementations to take place, both in terms of CRM applications and content systems. While traditional CRM vendors have certainly made attempts to add content functionality to their applications, they will more than likely not address comprehensive, enterprise requirements for a content infrastructure that feeds highly personalized communications to constituents using multiple channel touch points. This means that organizations must have a plan for the acquisition and integration of content systems and technologies within the context of CRM strategies to, as Jack Welch puts it, turn what is learned about customers into action faster than the competition. This Executive Summary is an excerpt from the CAP Ventures Special Report, You Can t Build CRM Without Content: Dynamic Content Solutions as a Key Requirement for Customer Relationship Management Initiatives. For more information on this report, please visit the CAP Ventures Web site at or call Keith LaVangie at x132. CAP Ventures, December 31, Page 5

The Future of Direct Mail, Transaction and Transpromotional Documents: The North American Market Opportunity

The Future of Direct Mail, Transaction and Transpromotional Documents: The North American Market Opportunity The Future of Direct Mail, Transaction and Transpromotional Documents: The North American Market Opportunity Focused Focused Transaction Documents Direct Mail The TransPromo Opportunity Electronic Presentment

More information

Enterprise Document Capture: Process Gaps and Revenue Opportunities

Enterprise Document Capture: Process Gaps and Revenue Opportunities A Questex Company Enterprise Document Capture: Process Gaps and Revenue Opportunities Production Printing & Media What are the key trends within insourced and outsourced high-volume capture environments?

More information

The Future of Scanning

The Future of Scanning A Questex Company The Future of Scanning Capture and Scan, Key Drivers and Improvements for Business Office Technology & Services A Multi-Client Study T h e F u t u r e o f S c a n n i n g Introduction

More information

The Future of Digital Publishing in Enterprises

The Future of Digital Publishing in Enterprises Listen Now A Questex Company The Future of Digital Publishing in Enterprises Bringing Mobility, Personalization, & Data to Corporate Publishing Digital Marketing & Media Trends T h e F u t u r e o f D

More information

Franchise Integrated Point-of-Purchase

Franchise Integrated Point-of-Purchase Prospectus Franchise Integrated Point-of-Purchase Focused Focused Market Sizing Opportunities, Challenges, & Requirements Awareness, Preferences, & Price Sensitivity Headquarters 97 Libbey Industrial Parkway

More information

The Emergence of Digital Mailbox Services

The Emergence of Digital Mailbox Services The Emergence of Digital Mailbox Services Moving Beyond Online Bill Consolidation in the U.S. Production Printing & Media >> Who is using a mail consolidation service today? Who plans to? >> Which features

More information

Prospectus. Capturing the SMB Business Communications Opportunity

Prospectus. Capturing the SMB Business Communications Opportunity Focused Responsive Credible Visionary Prospectus Headquarters U.S. Libbey Industrial Parkway Weymouth, MA 02189 USA +1 781 616 2100 info@infotrends.com Europe Sceptre House 7-9 Castle Street Luton, Beds

More information

Office Vertical Market Opportunity Analysis by Core Based Statistical Area

Office Vertical Market Opportunity Analysis by Core Based Statistical Area A Questex Company Office Vertical Market Opportunity Analysis by Core Based Office Technology & Services What is the size of the U.S. office equipment installed base, print volume, managed print services

More information

Marketing Campaign Management: The Next Level of Value-Added Services

Marketing Campaign Management: The Next Level of Value-Added Services February 2009 Strategic Assessment Marketing Campaign Management: The Next Level of Value-Added Services Authors Barb Pellow Published by Business Development Solutions Consulting Service - Europe Abstract

More information

Capturing the European SME Marketing Automation Opportunity

Capturing the European SME Marketing Automation Opportunity Listen Now A Questex Company Capturing the European SME Marketing Automation Opportunity Production Printing & Media C a p t u r i n g t h e E u r o p e a n S M E M a r k e t i n g A u t o m a t i o n

More information

Prospectus. Trans Meets Promo: A European Perspective

Prospectus. Trans Meets Promo: A European Perspective Focused Responsive Credible Visionary Prospectus Headquarters U.S. Libbey Industrial Parkway Weymouth, MA 02189 USA +1 781 616 2100 info@infotrends.com Europe Sceptre House 7-9 Castle Street Luton, Beds

More information

Gathering MOSS? Revealing SharePoint Opportunities & Costs

Gathering MOSS? Revealing SharePoint Opportunities & Costs Focused Responsive Credible Visionary Prospectus Headquarters U.S. Libbey Industrial Parkway Weymouth, MA 02189 USA +1 781 616 2100 info@infotrends.com Europe Sceptre House 7-9 Castle Street Luton, Beds

More information

Prospectus. E-Business Enablement: The Future of Professional Photography. Photographer and Consumer Perspectives. Business Drivers & Models

Prospectus. E-Business Enablement: The Future of Professional Photography. Photographer and Consumer Perspectives. Business Drivers & Models Focused Responsive Credible Visionary Prospectus Headquarters U.S. Libbey Industrial Parkway Weymouth, MA 02189 USA +1 781 616 2100 info@infotrends.com Europe Sceptre House 7-9 Castle Street Luton, Beds

More information

Print e-business (Web-to-print) Variable Data Design & Composition. Multi-Channel Communications. Production Workflow Management

Print e-business (Web-to-print) Variable Data Design & Composition. Multi-Channel Communications. Production Workflow Management Focused Responsive Credible Visionary Prospectus Headquarters U.S. Libbey Industrial Parkway Weymouth, MA 02189 USA +1 781 616 2100 info@infotrends.com Europe Sceptre House 7-9 Castle Street Luton, Beds

More information

Mobile Solutions & Services: Strategies Driving Market Adoption and Transformation

Mobile Solutions & Services: Strategies Driving Market Adoption and Transformation Listen Now A Questex Company Mobile Solutions & Services: Strategies Driving Market Adoption and Transformation A Multi-Client Study M o b i l e S o l u t i o n s & S e r v i c e s : S t r a t e g i e

More information

Prospectus. European Professional and Managed Print Services: An Untapped Annuity Stream for the Office Equipment Market

Prospectus. European Professional and Managed Print Services: An Untapped Annuity Stream for the Office Equipment Market Focused Responsive Credible Visionary Prospectus Headquarters U.S. Libbey Industrial Parkway Weymouth, MA 02189 USA +1 781 616 2100 info@infotrends.com Europe Sceptre House 7-9 Castle Street Luton, Beds

More information

Business Process Automation Opportunities for Vertical Markets

Business Process Automation Opportunities for Vertical Markets Listen Now A Questex Company Business Process Automation Opportunities for Vertical Markets Office Technology & Services IDENTIFY: Key business processes in the paper intensive Legal, Financial Services,

More information

The Future of Mail and Transaction Documents

The Future of Mail and Transaction Documents The Future of Mail and Transaction Documents Direct Marketing Data Center Print Ouput Electronic Presentment Document and Content Management Customer Relationship Management This study examines in detail

More information

The Future of Mail and Transaction Documents

The Future of Mail and Transaction Documents The Future of Mail and Transaction Documents Direct Marketing Forecast The Future of Billing & Statements Consumer Preferences Business Communications Strategies Print Service Providers Investment Plans

More information

Cloud-based Workflows & Infrastructures for Graphic Communications

Cloud-based Workflows & Infrastructures for Graphic Communications A Questex Company Cloud-based Workflows & Infrastructures for Graphic Communications Production Printing & Media C l o u d - b a s e d W o r k f l o w s & I n f r a s t r u c t u r e s f o r G r a p h

More information

Capturing the SMB Marketing Automation Opportunity

Capturing the SMB Marketing Automation Opportunity Listen Now A Questex Company Capturing the SMB Marketing Automation Opportunity Production Printing & Media C a p t u r i n g t h e S M B M a r k e t i n g A u t o m a t i o n O p p o r t u n i t y This

More information

RESEARCH BRIEF 2006. Getting Personal Across Touchpoints. What s Now and What s Next in 1to1 Communications. Presented by:

RESEARCH BRIEF 2006. Getting Personal Across Touchpoints. What s Now and What s Next in 1to1 Communications. Presented by: RESEARCH BRIEF 2006 Getting Personal Across Touchpoints What s Now and What s Next in 1to1 Communications Presented by: Getting Personal Across Touchpoints What s Now and What s Next in 1to1 Communications

More information

Prospectus A Vertical-Market Approach to Document Services in the U.S.: The Evolution from Printer to Partner

Prospectus A Vertical-Market Approach to Document Services in the U.S.: The Evolution from Printer to Partner Prospectus A Vertical-Market Approach to Document Services in the U.S.: The Evolution from Printer to Partner Focused Focused Document service requirements for 10 vertical industries Opportunities & challenges

More information

Prospectus. The Document Outsourcing Evolution - A Vertical Market Analysis

Prospectus. The Document Outsourcing Evolution - A Vertical Market Analysis Focused Responsive Credible Visionary Prospectus Headquarters U.S. Libbey Industrial Parkway Weymouth, MA 02189 USA +1 781 616 2100 info@infotrends.com Europe Sceptre House 7-9 Castle Street Luton, Beds

More information

Delivering Scanning Technologies to the Corporate Market:

Delivering Scanning Technologies to the Corporate Market: Delivering Scanning Technologies to the Corporate Market: A Study of the Channels Serving the Business Market Focused Focused Primary research Channel perspectives Scanning solution opportunity profi le

More information

Document Process Outsourcing:

Document Process Outsourcing: Prospectus Document Process Outsourcing: Business Strategies for Successful Market Engagement Focused Focused Gain an in-depth understanding of the North American Document Process Outsourcing (DPO) market

More information

Unifi Technology Group & Software Toolbox, Inc. Executive Summary. Building the Infrastructure for emanufacturing

Unifi Technology Group & Software Toolbox, Inc. Executive Summary. Building the Infrastructure for emanufacturing Unifi Technology Group & Software Toolbox, Inc. Executive Summary Building the Infrastructure for emanufacturing Building the Infrastructure for emanufacturing The term emanufacturing has emerged over

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

Chapter 4: Implementing the CRM Strategy

Chapter 4: Implementing the CRM Strategy Chapter 4: Implementing the CRM Strategy Overview Topics discussed: Elements of a CRM System Customer Interphase / Touch Points CRM Applications Return on Investment (ROI) of CRM CRM Costs Why is ROI of

More information

>>Managed Print Services: Impact on the U.S. & European Supplies Market

>>Managed Print Services: Impact on the U.S. & European Supplies Market >>Managed Print Services: Impact on the U.S. & European Supplies Market Office Technology & Services >> Provide actionable recommendations to take advantage of the MPS supplies opportunity >> Provide actionable

More information

Outlook for the CRM Software Market: Trends and Forecast (Executive Summary) Executive Summary

Outlook for the CRM Software Market: Trends and Forecast (Executive Summary) Executive Summary Outlook for the CRM Software Market: Trends and Forecast (Executive Summary) Executive Summary Publication Date: October 30, 2002 Authors Thomas Topolinski Chad Eschinger Pranav Kumar This document has

More information

9. 3 CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS

9. 3 CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications 349 FIGURE 9-5 THE FUTURE INTERNET-DRIVEN SUPPLY CHAIN The future Internet-driven supply chain operates like a

More information

Customer Relationship Management

Customer Relationship Management Customer Relationship Management The philosophy of CRM is the recognition of the fact that a long-term relationship with customers can be one of the most important assets of an organization, providing

More information

IBM Customer Experience Suite and Predictive Analytics

IBM Customer Experience Suite and Predictive Analytics IBM Customer Experience Suite and Predictive Analytics Introduction to the IBM Customer Experience Suite In order to help customers meet their exceptional web experience goals in the most efficient and

More information

Patient Relationship Management

Patient Relationship Management Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information

More information

Service Expansion Opportunities for Document Outsourcing

Service Expansion Opportunities for Document Outsourcing Listen Now A Questex Company Service Expansion Opportunities for Document Outsourcing Production Printing & Media What are t h e c r i t i c a l c o m p o n e n t s o f a s t ro n g d o c u m e n t o u

More information

Understanding Vertical Markets: Enterprise Communication Requirements

Understanding Vertical Markets: Enterprise Communication Requirements Listen Now A Queste Company Understanding Vertical Markets: Enterprise Communication Requirements Business Development Strategies Targeting vertical markets is a solid business strategy that drives results

More information

Micro to Mega: Trends in Business Communications

Micro to Mega: Trends in Business Communications A Questex Company Micro to Mega: Trends in Business Communications Business Development Strategies M i c r o t o M e g a : T r e n d s i n B u s i n e s s C o m m u n i c a t i o n s Introduction Businesses

More information

Transforming Textile Printing

Transforming Textile Printing Listen Now A Questex Company Transforming Textile Printing Production Printing & Media Determine outlook for analog to digital transition Gauge demand for digital textile production in different segments

More information

>>Emerging Markets for the Consumer Digital Imaging Industry: A Study of Brazil, Mexico, India and China

>>Emerging Markets for the Consumer Digital Imaging Industry: A Study of Brazil, Mexico, India and China A Questex Company >>Emerging Markets for the Consumer Digital Imaging Industry: A Study of Brazil, Mexico, India and China Consumer & Professional Imaging >> Detailed insights on tomorrow s buyers >> Demographic

More information

6 Emerging Billing Trends

6 Emerging Billing Trends Prepared by The Billing Review: 6 Emerging Billing Trends SMARTER. ENTERPRISE. BILLING. 1 monexa.com TABLE OF CONTENTS INTRODUCTION 3 1. PAPERLESS BILLING & INVOICING 4 2. COST SAVINGS FROM THE CLOUD 5

More information

CRM Excellence Award Winner: BCAA

CRM Excellence Award Winner: BCAA Case Studies, A. Sarner Research Note 5 December 2002 CRM Excellence Award Winner: BCAA A project to capture and consolidate member data grew into a winning customer relationship management initiative

More information

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and

More information

A Shocking, but True, View of CRM By Randy Davis Sr. Vice President, Staffware ecrm

A Shocking, but True, View of CRM By Randy Davis Sr. Vice President, Staffware ecrm A Shocking, but True, View of CRM By Randy Davis Sr. Vice President, Staffware ecrm The current state of CRM today is abysmal. It looks a little like the days of ERP. Celent Communications recently completed

More information

ITC Infotech's SAP CRM. Capability

ITC Infotech's SAP CRM. Capability ITC Infotech's SAP CRM Capability Today, most businesses realize the vital role that CRM systems play in ensuring winning relationships with customers, lowering operating costs, increasing revenues and

More information

The Power of Personalizing the Customer Experience

The Power of Personalizing the Customer Experience The Power of Personalizing the Customer Experience Creating a Relevant Customer Experience from Real-Time, Cross-Channel Interaction WHITE PAPER SAS White Paper Table of Contents The Marketplace Today....1

More information

Benchmark Report. Event Marketing: Sponsored By: 2014 Demand Metric Research Corporation. All Rights Reserved.

Benchmark Report. Event Marketing: Sponsored By: 2014 Demand Metric Research Corporation. All Rights Reserved. Benchmark Report Event Marketing: Sponsored By: 2014 Demand Metric Research Corporation. All Rights Reserved. TABLE OF CONTENTS 3 Introduction 18 Lead Volume Satisfaction 4 Executive Summary 20 Event Marketing

More information

e-crm: Latest Paradigm in the world of CRM

e-crm: Latest Paradigm in the world of CRM e-crm: Latest Paradigm in the world of CRM Leny Michael (Research Scholar, Bharathiyar University, Coimbatore) Assistnat Professor Caarmel Engineering College Koonamkara Post, Perunad ranni-689711 Mobile

More information

ERP Response to E-Business Challenges. Peoplesoft Case

ERP Response to E-Business Challenges. Peoplesoft Case 50 ERP Response to E-Business Challenges. Peoplesoft Case Senior lect. Doina FOTACHE, PhD., Senior lect. Luminita FÎNARU, PhD. Department of Informatics, Al. I Cuza University, Iasi ERP is becoming the

More information

QlikView for media. Delivering Unprecedented Customer Intelligence

QlikView for media. Delivering Unprecedented Customer Intelligence QlikView for media Delivering Unprecedented Customer Intelligence QLIKVIEW FOR MEDIA: DELIVERING UNPRECEDENTED CUSTOMER INTELLIGENCE Collaboration, visibility and effiiciency: necessities for efficient

More information

Subscription Business 2.0

Subscription Business 2.0 WHITE PAPER Subscription Business 2.0 Is your business ready for it? GET IN TOUCH (844) 4OB-SOFT sales@onebillsoftware.com 2015 OneBill www.onebillsoftware.com 1 What is a Subscription 2.0 Billing Platform?

More information

Symantec to Acquire PGP Corporation and GuardianEdge Technolgies, Inc. April 29, 2010

Symantec to Acquire PGP Corporation and GuardianEdge Technolgies, Inc. April 29, 2010 Symantec to Acquire PGP Corporation and GuardianEdge Technolgies, Inc. April 29, 2010 Forward Looking Statements This presentation contains forward looking statements within the meaning of U.S. federal

More information

In recent years, many companies have embraced CRM tools and

In recent years, many companies have embraced CRM tools and The State of Campaign Management in the United States and the United Kingdom To better understand marketing challenges, Accenture surveyed marketing professionals in the United States and United Kingdom

More information

whitepaper critical software characteristics

whitepaper critical software characteristics australia +613 983 50 000 brazil +55 11 3040 4700 canada +1 416 363 7844 cyprus +357 5 845 200 france +331 5660 5430 germany +49 2 131 3480 ireland +353 1 402 9439 israel +972 3 754 6222 italy +39 06 5455

More information

Performance Management Applications. Gain Insight Throughout the Enterprise

Performance Management Applications. Gain Insight Throughout the Enterprise Performance Management Applications Gain Insight Throughout the Enterprise Applications that Span the Enterprise Managers need a consolidated view of their key enterprise metrics and performance indicators

More information

T r e a s u r y Onboarding 2 0 12 Vendor

T r e a s u r y Onboarding 2 0 12 Vendor Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.620.5533 F.508.988.6761 www.idc-fi.com I DC MarketScape: North America T r e a s u r y Onboarding 2 0 12 Vendor Assessment I D C F i n

More information

Riversand Technologies, Inc. Powering Accurate Product Information PIM VS MDM VS PLM. A Riversand Technologies Whitepaper

Riversand Technologies, Inc. Powering Accurate Product Information PIM VS MDM VS PLM. A Riversand Technologies Whitepaper Riversand Technologies, Inc. Powering Accurate Product Information PIM VS MDM VS PLM A Riversand Technologies Whitepaper Table of Contents 1. PIM VS PLM... 3 2. Key Attributes of a PIM System... 5 3. General

More information

Consumer Goods. itouch Vision s CRM for

Consumer Goods. itouch Vision s CRM for itouch Vision s CRM for Consumer Goods This document gives an overview of itouch Vision s Cloud CRM for consumer goods and discusses the different features and functionality. For further information, about

More information

Business Process Management for Insurance

Business Process Management for Insurance Insurance the way we see it Business Process Management for Insurance Maintain Market Share and Profitability With a Staged Approach to BPM Contents 1 Introduction 3 2 Business Process Management: Trends

More information

Omni- Channel Benefits for B2B Commerce

Omni- Channel Benefits for B2B Commerce i Mtkang/Shutterstock B2B ecommerce trends and tides are signaling a shift towards a B2C- like Omni- Channel eco- system. arvato Systems North America 6 East 32nd Street, New York, New York 10016 United

More information

Solutions Overview. Relevant Messages. Platform The industry s most scalable, reliable and secure platform

Solutions Overview. Relevant Messages. Platform The industry s most scalable, reliable and secure platform Company Overview Experian CheetahMail is the trusted service provider of email marketing and customer intelligence technologies for top enterprises worldwide. With the industry's largest client services

More information

Management Update: The Eight Building Blocks of CRM

Management Update: The Eight Building Blocks of CRM IGG-06252003-01 S. Nelson Article 25 June 2003 Management Update: The Eight Building Blocks of CRM Customer relationship management (CRM) represents the key business strategy that will determine successful

More information

Product Information Management and Enterprise Applications

Product Information Management and Enterprise Applications White Paper Product Information Management and Enterprise Applications PIM Complements PLM, ERP, and Other Applications in Your Organization An Executive Overview www.enterworks.com Introduction There

More information

ICT investment trends in Brazil. Enterprise ICT spending patterns through to the end of 2015 May 2014

ICT investment trends in Brazil. Enterprise ICT spending patterns through to the end of 2015 May 2014 ICT investment trends in Brazil Enterprise ICT spending patterns through to the end of 2015 May 2014 1 Trends in ICT budgets 1.1 Summary This report presents the findings from a survey of Brazilian enterprises

More information

Evaluation Guide. Call Center Operations and SLA Monitoring Performance Blueprint

Evaluation Guide. Call Center Operations and SLA Monitoring Performance Blueprint Evaluation Guide Call Center Operations and SLA Monitoring Performance Blueprint Achieving real-time efficiencies and enhanced customer satisfaction in call center operations Corporate frontlines are experiencing

More information

Market Share Leadership of the Year, Dynamic Publishing Solutions Global, 2010

Market Share Leadership of the Year, Dynamic Publishing Solutions Global, 2010 Market Share Leadership of the Year, Dynamic Publishing Solutions Global, 2010 Frost & Sullivan s Global Research Platform Frost & Sullivan is entering its 50 th year in business with a global research

More information

Agenda Overview for Multichannel Marketing, 2013

Agenda Overview for Multichannel Marketing, 2013 G00245870 Agenda Overview for Multichannel Marketing, 2013 Published: 3 January 2013 Analyst(s): Jennifer S. Beck, Adam Sarner Consumers are in the driver's seat, with high expectations for multichannel

More information

MarketsandMarkets. http://www.marketresearch.com/marketsandmarkets-v3719/ Publisher Sample

MarketsandMarkets. http://www.marketresearch.com/marketsandmarkets-v3719/ Publisher Sample MarketsandMarkets http://www.marketresearch.com/marketsandmarkets-v3719/ Publisher Sample Phone: 800.298.5699 (US) or +1.240.747.3093 or +1.240.747.3093 (Int'l) Hours: Monday - Thursday: 5:30am - 6:30pm

More information

Differentiate your business with a cloud contact center

Differentiate your business with a cloud contact center Differentiate your business with a cloud contact center A guide to selecting a partner that will enhance the customer experience An Ovum White Paper Sponsored by Cisco Systems, Inc. Publication Date: September

More information

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 Matthias Göhler Vice President Product Management Multi Channel, SAP AG Learning Points In this

More information

Research Report. Abstract: The Impact of Cloud Computing on the Channel. September 2011. By Jeff Hine and Bill Lundell

Research Report. Abstract: The Impact of Cloud Computing on the Channel. September 2011. By Jeff Hine and Bill Lundell Research Report Abstract: The Impact of Cloud Computing on the Channel By Jeff Hine and Bill Lundell September 2011 2011 Enterprise Strategy Group, Inc. All Rights Reserved. Introduction Research Objectives

More information

Management. Customer Relationship Management /1. Establishing CRM successfully. The essence of Customer relationship Management

Management. Customer Relationship Management /1. Establishing CRM successfully. The essence of Customer relationship Management Customer Relationship Management /1 Customer Management Relationship In any rapidly changing business environment it is essential to manage the expectations and quality of service and support to the market.

More information

PARTNER TRAINING AND CERTIFICATION

PARTNER TRAINING AND CERTIFICATION PARTNER TRAINING AND CERTIFICATION Partners who place a high degree of importance on proper technical education and training significantly outperform partners who don t. OVERVIEW The Workfront Partner

More information

HCL Member Experience Management

HCL Member Experience Management HCL Member Experience Management Author: Ajit Sahai Saxena ADDITIONAL INPUTS: RAM ANANTHASUBRAMONY, HEALTHCARE (PAYER) PRACTICE whitepaper dec 2013 MEMBER EXPERIENCE MANAGEMENT STRATEGIZE AND IMPLEMENT

More information

2012 State of B2B E-Commerce

2012 State of B2B E-Commerce 2012 State of B2B E-Commerce Executive Summary As digital commerce has transformed all commerce over the last decade, customers have been offered increasing control over their buying experience. Ease of

More information

Lenovo System x servers achieve top customer satisfaction scores in 1Q15. May 2015 TBR T EC H N O LO G Y B U S I N ES S R ES EAR C H, I N C.

Lenovo System x servers achieve top customer satisfaction scores in 1Q15. May 2015 TBR T EC H N O LO G Y B U S I N ES S R ES EAR C H, I N C. Lenovo System x servers achieve top customer satisfaction scores in 1Q15 May 2015 TBR T EC H N O LO G Y B U S I N ES S R ES EAR C H, I N C. System x customer satisfaction scores surpass those of Dell and

More information

I D C T E C H N O L O G Y S P O T L I G H T. B i g D a t a a n d E C M : Making Smarter Decisions

I D C T E C H N O L O G Y S P O T L I G H T. B i g D a t a a n d E C M : Making Smarter Decisions I D C T E C H N O L O G Y S P O T L I G H T B i g D a t a a n d E C M : Making Smarter Decisions October 2013 Adapted from Worldwide Big Data Technology and Services 2012 2016 Forecast, Melissa Webster

More information

Chapter. Enterprise Business Systems

Chapter. Enterprise Business Systems Chapter 4 Enterprise Business Systems Learning Objectives Identify and give examples to illustrate the following aspects of customer relationship. Business processes supported Customer and business value

More information

Overcoming Barriers to Cross-Channel Success: Optimizing the Marketing Technology Stack

Overcoming Barriers to Cross-Channel Success: Optimizing the Marketing Technology Stack Overcoming Barriers to Cross-Channel Success: Optimizing the Marketing Technology Stack Signal Cross-Channel Marketing and Technology Survey September 2014 Page 3 Page 4 Page 5 Page 6 Page 15 Page 18 Page

More information

Customer Analysis CUSTOMER VALUE CUSTOMER CUSTOMER ASSESSMENT SEGMENTATION MANAGEMENT

Customer Analysis CUSTOMER VALUE CUSTOMER CUSTOMER ASSESSMENT SEGMENTATION MANAGEMENT Customer CUSTOMER VALUE CUSTOMER CUSTOMER ASSESSMENT SEGMENTATION MANAGEMENT Companies are continuing to adopt a more customer-centric approach to doing business, realizing that in this competitive marketplace,

More information

Building Your CRM Short List: What You Need to Know Before You Buy

Building Your CRM Short List: What You Need to Know Before You Buy Building Your CRM Short List: What You Need to Know Before You Buy Nov. 28, 2007 Moderator: Matt Villano, senior contributing editor, Campus Technology Introduction Agenda Building your CRM shortlist:

More information

Exploring the Impact of Geographic Context On Business Processes. Research Report Executive Summary

Exploring the Impact of Geographic Context On Business Processes. Research Report Executive Summary Business Trends in Location Analytics Exploring the Impact of Geographic Context On Business Processes Research Report Executive Summary Copyright Ventana Research 2013 Do Not Redistribute Without Permission

More information

2013 North American Mobile Workforce Management Product Line Strategy Award

2013 North American Mobile Workforce Management Product Line Strategy Award 201 3 2013 North American Mobile Workforce Management Product Line Strategy Award 2013 Frost & Sullivan 1 We Accelerate Growth Product Line Strategy Award Mobile Workforce Management North America, 2013

More information

Customer Relationship Management

Customer Relationship Management Customer Relationship Management Concepts and Technologies Second edition Francis Buttle xlloillvlcjx. AMSTERDAM BOSTON HEIDELBERG LONDON NEW YORK OXFORD PARIS SAN DIEGO SAN FRANCISCO SINGAPORE SYDNEY

More information

Redefining Partner Relationship Management Inform Transact Serve

Redefining Partner Relationship Management Inform Transact Serve Redefining Partner Relationship Management Inform Transact Serve 2002 Comergent Technologies, Inc. All rights reserved. Table of Contents Executive Summary 3 Introduction 4 Traditional Partner Relationship

More information

CRM IN BANKS FROM B2B PERSPECTIVE

CRM IN BANKS FROM B2B PERSPECTIVE CRM IN S FROM B2B PERSPECTIVE Deepak Bhattacharya 1 and Dr. R. R Patil 2 1 Research Scholar, Shri Jagdish Prasad Jhabarmal Tibrewala University, India Email: dbcta1@gmail.com 2 Director, Decision Science

More information

Lionbridge 2014 Global Email Survey Results

Lionbridge 2014 Global Email Survey Results Lionbridge 2014 Global Email Survey Results Introduction Today s consumers are more connected and more savvy than ever. While mobile marketing on social media channels gets the Lion s share of attention,

More information

EMA/CXP Research Report: The Changing Role of the Service Desk in the Age of Cloud and Agile

EMA/CXP Research Report: The Changing Role of the Service Desk in the Age of Cloud and Agile EMA/CXP Research Report: The Changing Role of the Service Desk in the Age of Cloud and Agile Report Summary By Dennis Drogseth, Dominique Dupuis, Pascal Paysant An ENTERPRISE MANAGEMENT ASSOCIATES (EMA

More information

Global Marketing Automation Software Market Marketing Automation Evolves into a True Cross-Channel Marketing Suite

Global Marketing Automation Software Market Marketing Automation Evolves into a True Cross-Channel Marketing Suite Global Marketing Automation Software Market Marketing Automation Evolves into a True Cross-Channel Marketing Suite April 2015 Contents Section Slide Number Executive Summary 3 Market Overview 10 Total

More information

Oracle Retail Customer Engagement Cloud Services

Oracle Retail Customer Engagement Cloud Services OR A C L E D A T A S H E E T Oracle Retail Customer Engagement Cloud Services Oracle Retail Customer Engagement Cloud Services is a suite of integrated cloud services designed to drive incremental revenue

More information

for Retail One solution connects retail end-to-end, driving growth and fostering customer relationships.

for Retail One solution connects retail end-to-end, driving growth and fostering customer relationships. Microsoft Dynamics for Retail One solution connects retail end-to-end, driving growth and fostering customer relationships. Our vision is to empower midsized and enterprise retailers with a seamless and

More information

Making HR Strategic: Integrated Human Capital Management Holds the Key

Making HR Strategic: Integrated Human Capital Management Holds the Key Making HR Strategic: Integrated Human Capital Management Holds the Key Leveraging Integrated Human Capital Processes and Data to Optimize Organizational Success March 2005 A New Strategic Wave There is

More information

Marketing Automation Solutions Market India Increasing Enterprise Digital Marketing Initiatives Drive Growth at a CAGR of 25% by 2020

Marketing Automation Solutions Market India Increasing Enterprise Digital Marketing Initiatives Drive Growth at a CAGR of 25% by 2020 Marketing Automation Solutions Market India Increasing Enterprise Digital Marketing Initiatives Drive Growth at a CAGR of 25% by 2020 P82F-70 December 2014 Contents Section Slide Number Executive Summary

More information

A Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper

A Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper A Strategic Approach to Customer Engagement Optimization A Verint Systems White Paper Table of Contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business

More information

[ know me ] A Strategic Approach to Customer Engagement Optimization

[ know me ] A Strategic Approach to Customer Engagement Optimization [ know me ] A Strategic Approach to Customer Engagement Optimization A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical

More information

CRM for Real Estate Part 1: Why CRM?

CRM for Real Estate Part 1: Why CRM? CRM for Real Estate Anne Taylor Contents Introduction... 1 Typical Challenges for Real Estate... 2 How CRM can Help... 3 Conclusion... 6 Introduction Some Real Estate organizations are still asking why

More information

68% 97% 78% SHIFTING TO THE CENTER: FINANCIAL PLANNING IS THE HUB OF WEALTH MANAGEMENT 1: WEALTH MANAGEMENT CLIENTS NEED GUIDANCE

68% 97% 78% SHIFTING TO THE CENTER: FINANCIAL PLANNING IS THE HUB OF WEALTH MANAGEMENT 1: WEALTH MANAGEMENT CLIENTS NEED GUIDANCE SHIFTING TO THE CENTER: FINANCIAL PLANNING IS THE HUB OF WEALTH MANAGEMENT 1: WEALTH MANAGEMENT CLIENTS NEED GUIDANCE 68% of surveyed global High-Net Worth (HNW) Clients, and 69% of North American HNW

More information

Management Update: The Importance of Developing a CRM Strategy

Management Update: The Importance of Developing a CRM Strategy IGG-10302002-03 J. Kirkby Article 30 October 2002 Management Update: The Importance of Developing a CRM A customer relationship management (CRM) strategy states how to turn a customer base into an intangible

More information

Customer Experience Management (CEM) Technology: What, Why, and How Does It Work

Customer Experience Management (CEM) Technology: What, Why, and How Does It Work Customer Experience Management (CEM) Technology: What, Why, and How Does It Work February 2005 Executive Summary A new class of technology has arrived. Customer Experience Management (CEM) Technology delivers

More information

FINDING BIG PROFITS IN THE AGE OF BIG DATA

FINDING BIG PROFITS IN THE AGE OF BIG DATA FINDING BIG PROFITS IN THE AGE OF BIG DATA UNLOCKING THE ENTERPRISE POTENTIAL OF BEHAVIORAL SEGMENTATION Alex Tavera Senior Loyalty Consulting Manager Behavioral Segmentation / 2 SEGMENTATION HAS EVOLVED

More information