Deepening the Customer Relationship with Social Media:
|
|
- April Nicholson
- 8 years ago
- Views:
Transcription
1 Social Media March 2015 Thought Leadership Whitepaper Deepening the Customer Relationship with Social Media: A Sutherland Perspective
2 Page left intentionally blank
3 Sutherland Global Services Social Media Table of Contents PREFACE EVOLUTION IN SOCIAL MEDIA ENGAGEMENT B2B companies driving awareness & sales using various social platforms Existing social media engagement Technology investment for social media PROCESS OF BUILDING AN INTEGRATED CUSTOMER ENGAGEMENT CENTER SOCIAL CUSTOMER SERICES OUTSOURCING AN OFFERING STILL IN THE EARLY STARGES OF FORMULATION Market potential for social media BPO services by region KEY TO FUTRE SUCCESS LIES IN CUSTOMER EXPERIENCE MANAGEMENTS 3
4 Whitepaper Deepening the Customer Relationship with Social Media PREFACE Social media has revolutionized the way businesses manage customer relationships. Given its reach and impact, social media has become critical for engaging customers across industries. Retail industry has not remained immune to it. In order to enhance customer engagement, retail companies have embraced the social media phenomenon in a big way. Like customers, they too have high expectations from social media; with two-thirds companies surveyed by Sutherland Research believing the phenomenon will transform business in the future. Now, the question arises: How prepared are retail companies to make this shift? Not quite, as many still struggle with their social media initiatives. Despite a widespread adoption of social media, for many, the social customer contact center concept is still in its nascent stage, execution is patchy, and concerns about ROI remain high. To close the gap between strategic intent and operational execution, retailers are looking to service providers for handling changing customer preferences, e-commerce and brick-and-mortar integration, and the nuances of digital marketing. Service providers in response are aggressively trying to differentiate their Customer Experience Management (CEM) offerings by integrating different tools/ platforms to enable a single holistic view of the customer. to leverage social networks as a tool for promotion, customer research and acquisition, and query handling. More than anything else, social media is bringing retailers closer to their customers, helping them know their customers better and deliver what they exactly want. B2B companies driving awareness and sales using various social platforms In the early adoption period, B2B players were less inclined to use social media as a customer service tool than B2C companies. As per a social media survey, only around threefourths of B2B players have an account on social media sites compared to 95% for B2C. However, B2B activity is slightly higher than B2C on a few social media sites like LinkedIn, where the main agenda is to promote subject matter expertise and related information. Blogging is an area where both B2B and B2C marketers are planning to increase the usage, making it the top priority for investment. EVOLUTION Being a customer-centric industry, retail s underlying strategy has been to know and understand customers better. In their quest to know what the customers want, retail companies have formulated and adopted many strategies, of which social media is the most recent. They have now started focusing on assessing and segmenting customer data available in social media to gauge the everchanging buying behavior of the customers. As a result, the industry is witnessing a shift from product-centric programs to initiatives aimed at customer experience and engagement. For retailers, social media provides a huge opportunity from sales and marketing to customer service and product development. With the adoption of social media, many retailers have already expanded their operational processes 4
5 Sutherland Global Services Social Media Existing Social Media Engagement Social customer service agents conduct customer service interactions on social networks, ensuring that companies do not miss out on opportunities to improve customer satisfaction by solving issues that may or may not have reached the traditional call center. Traditional customer service agents use social media to engage customers in social conversations, which can be aligned with customer profiles and conversation histories, helping companies form a single view of the customer. Brand marketing managers leverage social media engagement for customer service as a vehicle for maintaining and protecting brand reputation. Technology Investment for Social Media Industries, like retail, CPG and telecom, which depend primarily on consumer insights & trends for marketing and product strategy, get a unique platform to create intelligence by engaging customers on social media and monitoring their social media interactions. Some of the top brands and companies are already using the power of social media to provide customized solutions and drive engagement. For example: Wal-Mart uses social data to engage with potential customers and to predict their purchase patterns based on their social media interactions. A European telecom service provider used big data and information shared by consumers across social networking sites to understand what prompted them to choose one brand over another. The company used these insights to design customized service offerings for its customers. PROCESS Social Media Outcome Customer service and support Sales, customer acquisition Social media customer service is not a new concept, yet employing it across different channels (Facebook, Twitter, etc.) can present real challenges as well as opportunities for B2B and B2C companies. To achieve higher customer engagement levels on different social media platforms, companies need to first establish an active social media presence. Businesses must have a Marketing, promotions and branding Product development comprehensive cross-channel customer engagement plan, under which they will be able to aggregate social feeds and enable marketers, service agents or sellers to engage with their customers in a timely manner. Alongside they need to establish a response plan, which involves identifying the types of posts that require a response (e.g., questions, problems, product/service related issues); categorizing various posts, criteria and processes for escalation; and deciding the appropriate response time for each type of post. Many companies have already deployed social media as a customer communication channel in their contact centers. Moreover, they are enthusiastic about including social media as a customer service and engagement tool. However, to harness the power of social media to the fullest, the companies need to be actively present on multiple channels, and managing a multi-channel approach is one of the top challenges faced by contact centers. A more focused approach is required to achieve a successful multi-channel customer engagement strategy. Customer experience management through social media includes more than just listening to and engaging with customers. CEM services also map a customer s journey from start to end, understanding his/her expectations and delivering accordingly. This and other social media tools and strategies, if integrated with the company s overall customer engagement strategy, will create a single view of the customer, turning it into a win-win game. 5
6 Whitepaper Deepening the Customer Relationship with Social Media SOCIAL CUSTOMER SERVICE OUTSOURCING Currently, retail companies on an average have a presence on three to five social media platforms for customer service and support, but they lag in multi-channel integration. Outsourcing service providers can help the companies fill up this lacuna. The providers now offer social media monitoring and management services as part of their customer service package. This move underlines the importance of responding to customer concerns posted on social media channels in order to take the customer service experience to the next level. Market Potential for Social Media BPO Services by Region Sutherland Research estimates that the Social Media BPO market was $362 million in 2014, and is expected to increase at a Compound Annual Average Growth Rate (CAAGR) of 46 per cent to reach $1,637 million by 2018 a clear indication that the Social Media BPO is here to stay. The APAC BPO market is set to grow rapidly due to increasing population and improving internet penetration, highlighting the importance of organizations enhancing their social media presence within the region. Still, North America and Europe will remain the dominant geographies over the following five years. Africa and Latin America will continue to grow due to the need for social media services across segments. To cater to all these regions, vendors ability to offer multilingual social media delivery will play a vital role in clients selecting their outsourcing partner. The huge opportunity seems to lie in the customer experience management segment, a market that involves searching social channels for customer service-related feedback and proactively addressing queries, resolving complaints, and highlighting endorsements. Below are the broad services that fall under the purview of CEM: Monitoring and responding to social media conversations about the client s products or services Tracking online customer communities/forums Campaign management, social media contacts, knowledge management, reporting and analytics Customer data management including history and buying behavior THE FUTURE Many companies are finding social media s potential to reinvent customer relationship so compelling that they are launching various initiatives amid concerns about ROI & negative brand exposure and lack of new strategies & support frameworks. The coming years will see a complete overhaul of the customer service domain, with channelspecific strategies taking a backseat and real-time engagement & integrated communication coming in the front and center. Outsourcing industry is witnessing a paradigm shift, with service providers replacing customer relationship management (CRM) with customer experience management (CEM). Service providers have expanded their definitions of services beyond voice and non-voice, to managing entire customer journeys across traditional and digital channels. This presents a huge opportunity for the CEM segment, which involves services like customer-service related feedback, proactively addressing queries and resolving complaints. Many businesses have already started outsourcing social media customer service to service providers as they want to focus on their core business. In future, we expect CRM outsourcing to become mainstream and more and more companies to move towards the customer engagement center to handle multi-channel support. 6
7 Sutherland Global Services Social Media Page left intentionally blank 7
8 Copyright Sutherland Global Services Sutherland Global Services 1160 Pittsford-Victor Road Pittsford, NY Produced in the United States of America March 2015 This document is current as of the initial date of publication and may be changed by SGS at any time. Not all offerings are available in every country in which SGS operates About Sutherland Global Services For more information contact: Established in 1986, Sutherland Global Services is a global provider of business process and technology management services. Sutherland offers an integrated portfolio of analytics-driven backoffice and customer facing solutions that support the entire customer lifecycle. One of the largest, independent BPO companies in the world, it serves global leaders in major industry verticals. Headquartered in Rochester, N.Y., Sutherland employs over 30,000 professionals and has locations across the United States, Canada, Brazil, Mexico, Colombia, Jamaica, Slovakia, Estonia, Sweden, Bulgaria, UK, Morocco, UAE, Egypt, Malaysia, Philippines, India and China. For more information, visit Please recycle. 8
Sutherland Insights. Network Function Virtualization
Sutherland Insights Network Function Virtualization Page left intentionally blank e NETWORK FUNCTION VIRTUALIZATION Communication service providers (CSPs) are facing several challenges due to a decline
More informationWhite Paper. Big Data for Telecom: Monetizing Insights into Dollars
White Paper Big Data for Telecom: Monetizing Insights into Dollars Page left intentionally blank Monetizing Insights into Dollars Background Big Data is one of the hottest buzzwords around at the moment,
More informationPerformance Driven Customer Engagement
Performance Driven Customer Engagement Concentrix Corporation President Chris Caldwell Japan Concentrix K.K. President Toshiyuki Namiki 2014 Concentrix Corporation Agenda 1. Breaking New Ground through
More informationSutherland Global Services Achieves Work-at-Home Success with Intelligent Agile Scheduling
Sutherland Global Services Achieves Work-at-Home Success with Intelligent Agile Scheduling Established in 1986, Sutherland Global Services is a global provider of business process and technology management
More informationThe Future of Digital Insurance:
Thought Leadership Whitepaper The Future of Digital Insurance: A Sutherland Perspective Page left intentionally blank Sutherland Global Services Financial Services Table of Contents 1. EXECUTIVE SUMMARY
More informationNew Channels Create New Growth Opportunities for Insurers. North American Insurance Distribution Survey Findings
New Channels Create New Growth Opportunities for Insurers North American Insurance Distribution Survey Findings Introduction After a period marked by disruption of the financial systems and heightened
More informationGlobal Multi-lingual, Multi-channel Support Services for A Security SW Major
Global Multi-lingual, Multi-channel Support Services for A Security SW Major Client Profile The Client is a US-based pioneer of computer security and anti-virus solutions and the world s largest dedicated
More informationJourney to 3rd Platform Digital Customer Experience
Vendor Spotlight Journey to 3rd Platform Digital Customer Experience Sponsored by: Genesys Telecommunications Laboratories Jason Andersson May 2014 COMPETING ON THE 3RD PLATFORM The ICT industry is in
More information10 Steps to a Multichannel Strategy and an Exceptional Customer Experience
10 Steps to a Multichannel Strategy and an Exceptional Customer Experience Jesús Hoyos CRM industry analyst and advisor Brad Herrington Principal Solutions Architect Interactive Intelligence, Inc. Contents
More informationHow To Create A Customer Experience For Retail
Webtrends for Retail Revolutionize Your Customers End-To-End Experiences Across Digital Channels solution brief JAN 2013 2013 Webtrends, Inc. www.webtrends.com. Webtrends for Retail Revolutionize Your
More informationHow To Create A Social Media Management System
Best Practices Brochure Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships Social CRM Companies must do more than participate in today s social environment. They must
More informationEngage your customers
Business white paper Engage your customers HP Autonomy s Customer Experience Management market offering Table of contents 3 Introduction 3 The customer experience includes every interaction 3 Leveraging
More informationTABLE OF CONTENTS. Introduction: 3. Finding #1: Organizations are currently using a wide variety of contact channels to interact with customers 5
TABLE OF CONTENTS Introduction: 3 Finding #1: Organizations are currently using a wide variety of contact channels to interact with customers 5 Finding #2: Most organizations do not believe their current
More informationThe case for Centralized Customer Decisioning
IBM Software Thought Leadership White Paper July 2011 The case for Centralized Customer Decisioning A white paper written by James Taylor, Decision Management Solutions. This paper was produced in part
More informationWhite Paper. Cross-channel Marketing: Go Mobile. Go Social.
Cross-channel Marketing: Go Mobile. Go Social. Cross-channel Marketing: Go Mobile. Go Social. Introduction: Mobile and Social Media and Buying Cross-channel marketing is evolving from the vast number of
More informationHow To Create A Social Media Program
ENGAGING CUSTOMERS WITH SOCIAL MEDIA A CLARABRIDGE WHITE PAPER EXECUTIVE SUMMARY For a growing number of consumers, social media is the preferred means of gathering product information and interacting
More informationWHITE PAPER. Social media analytics in the insurance industry
WHITE PAPER Social media analytics in the insurance industry Introduction Insurance is a high involvement product, as it is an expense. Consumers obtain information about insurance from advertisements,
More informationNRF 2015 Global Ecommerce: It s a Small World After All
NRF 2015 Global Ecommerce: It s a Small World After All #nrf15 @FitForCommerce @PitneyBowesEcommerce FitForCommerce is a consultancy founded to help online and omnichannel businesses figure out what they
More informationVoice. listen, understand and respond. enherent. wish, choice, or opinion. openly or formally expressed. May 2010. - Merriam Webster. www.enherent.
Voice wish, choice, or opinion openly or formally expressed - Merriam Webster listen, understand and respond May 2010 2010 Corp. All rights reserved. www..com Overwhelming Dialog Consumers are leading
More informationThe Social Media Manual for the Utility Industry - Guidelines & Best Practices
BEST PRACTICES GUIDELINES The Social Media Manual for the Utility Industry - Guidelines & Best Practices Rachit Chawla, Consultant Solutions, WNS Global Services It happens to be the number 1 activity
More informationAccenture Business Intelligence for Fashion and Luxury. Creating a Differentiated Customer Experience for Long-term Brand Loyalty
Accenture Business Intelligence for Fashion and Luxury Creating a Differentiated Customer Experience for Long-term Brand Loyalty Fashion is inherently an ever-changing industry. Customer preferences fluctuate
More informationBest Practices Brochure. Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships. Customer Care
Best Practices Brochure Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships Customer Care Social CRM Companies must do more than participate in today s social environment.
More informationwww.hcltech.com AuthOr: Vishal Jindal SME HCL s Education & Publishing vertical
www.hcltech.com AuthOr: Vishal Jindal SME HCL s Education & Publishing vertical This paper focuses on how Educational institutes can increase their customer retention and attract brighter students by implementing
More informationThe Asian media landscape is turning digital
The Asian media landscape is turning digital How can marketers maximise their opportunities? Copyright 2012 The Nielsen Company. i The Asian media landscape is turning digital. How can marketers maximise
More informationIBM Commerce on Cloud
Patricia Seybold Group Trusted Advisors to Customer-Centric Executives IBM Commerce on Cloud Cloud Deployment of Enterprise-Class for Businesses of All Sizes By Mitch Kramer Senior Consultant, Patricia
More informationCustomer & Enterprise facing Integrated BPO Services for a US-Based Retail Chain
Customer & Enterprise facing Integrated BPO Services for a US-Based Retail Chain Client Profile The Client is a US-based leading pet specialty retailer providing a comprehensive range of pet-care products,
More informationVirtual Detailing in Life Science Organizations
Healthcare Virtual Detailing in Life Science Organizations Table of Contents Problem Summary Pharmaceutical Life Science Product Sales The Deteriorating Dynamics Life Science Sales & Marketing: Between
More informationCustomer Care for High Value Customers:
Customer Care for High Value Customers: Key Strategies Srinivasan S.T. and Krishnan K.C. Abstract Communication Service Providers (CSPs) have started investing in emerging technologies as a result of commoditization
More informationBIG DATA + ANALYTICS
An IDC InfoBrief for SAP and Intel + USING BIG DATA + ANALYTICS TO DRIVE BUSINESS TRANSFORMATION 1 In this Study Industry IDC recently conducted a survey sponsored by SAP and Intel to discover how organizations
More informationMarketing 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 informationThe Increasing Role Data is Playing in Travel Marketing
The Increasing Role Data is Playing in Travel Marketing Bruce H. Rogers Chief Insights Officer and Head of the CMO Practice Forbes Media Computers are incredibly fast, accurate and stupid. Human beings
More informationFrom Brick to Click: E-Commerce Trends in Industrial Manufacturing
Cognizant White Paper From Brick to Click: E-Commerce Trends in Industrial Manufacturing The Internet s large-scale global penetration has spawned an increasingly large number of technology- and Web-savvy
More informationNICE MULTI-CHANNEL INTERACTION ANALYTICS
NICE MULTI-CHANNEL INTERACTION ANALYTICS Revealing Customer Intent in Contact Center Communications CUSTOMER INTERACTIONS: The LIVE Voice of the Customer Every day, customer service departments handle
More informationWWW.WIPRO.COM. LEAP AHEAD FROM INSIGHT TO FORESIGHT Consumer & Retail Insights
WWW.WIPRO.COM LEAP AHEAD FROM INSIGHT TO FORESIGHT Consumer & Retail Insights WIPRO CONSUMER GOODS DO BUSINESS BETTER PROVIDING MARKETERS WITH THE BEST-IN-CLASS PLATFORM TO DEPLOY DIGITAL MARKETING CAPABILITIES
More informationHow successful is your campaign and promotion management? Towards best-practice campaign management strategies
How successful is your campaign and promotion management? Towards best-practice campaign management strategies Welcome to the new normal Businesses today are under unprecedented pressure to increase spending
More informationGlobal Insights on Succeeding in the Customer Experience Era. Copyright 2013, Oracle and/or its affiliates. All rights reserved.
Global Insights on Succeeding in the Customer Experience Era 1 Contents Introduction 3 Methodology 4 Executive Summary 6 Findings 7 Our Take 16 Industry & Regional Appendix 18 2 Introduction Today s consumers
More informationHCL 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 informationLead the Retail Revolution.
Lead the Retail Revolution. The retail industry is at the center of a dramatic shift in the way consumers shop and interact with their retailers. After hundreds of years of customers going to the store,
More informationThe Seven Elements of Great Social Customer Service
The Seven Elements of Great Social Customer Service How to Win the Social Media Customer Service Challenge in The Contact Center As consumers turn in droves to social media to solve problems, share and
More informationSOCIAL MEDIA. About Infosys. The Rise of Social Media in Financial Services Balancing Risk and Reward
The Rise of Social Media in Financial Services Balancing Risk and Reward SOCIAL MEDIA About Infosys Many of the world s most successful organizations rely on Infosys to deliver measurable business value.
More informationWinning with Emerging CRM Channels. An Ovum White Paper
Winning with Emerging CRM Channels An Ovum White Paper Introduction If there has been one constant over the past five years, it is the shift in how consumers interact not just with each other, but how
More informationMarketsandMarkets. 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 informationMulti-channel Marketing
RIGHT TIME REVENUE OPTIMIZATION How To Get Started RIGHT TIME REVENUE OPTIMIZATION How To Get Started Summary: The Short List Here s our suggested short list from this paper: Multi-channel marketing is
More informationORACLE SOCIAL MARKETING CLOUD SERVICE
ORACLE SOCIAL MARKETING CLOUD SERVICE KEY FEATURES Universal navigation between all social marketing functionality Single-platform management for Facebook, Google+, Twitter and other social communities
More informationElevate 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 informationMarketsandMarkets. 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 informationWhite Paper. Real-time Customer Engagement and Big Data are Changing Marketing
Real-time Customer Engagement and Big Data are Changing Marketing Real-time Customer Engagement and Big Data are Changing Marketing Marketing is rapidly approaching to what marketers have often dreamed
More informationBusiness Process Services. White Paper. Managing Customer Experience: Strategies for Success
Business Process Services White Paper Managing Customer Experience: Strategies for Success About the Author Ashwin Fernandes, Assistant Manager, TCS Ashwin is a practice consultant in the Innovation and
More informationTransforming Distribution Utilities
www.wipro.com Transforming Distribution Utilities Digitizing the Core Anjan Lahiri Table of Contents 02 Abstract 02 Customers Steering the Change 03 Deconstructing the Digital Character 05 Utilities at
More informationGrowing the Digital Business: Spotlight on Mobile Apps. Accenture Mobility Research 2015
Growing the Digital Business: Spotlight on Mobile Apps Accenture Mobility Research 2015 Introduction 2 In the past five years, companies have spent considerable time, money and attention developing mobile
More informationAgenda Overview for Digital Commerce, 2015
G00270685 Agenda Overview for Digital Commerce, 2015 Published: 18 December 2014 Analyst(s): Jennifer Polk Marketing is making a greater impact on, and taking more responsibility for, digital commerce.
More informationThe Definitive Guide to Social CRM
The Definitive Guide to Social CRM Maximizing Customer Relationships with Social Media to Gain Market Insights, Customers, and Profit Barton J. Goldenberg Chapter 1 Understanding the Intersection of CRM,
More informationMarket Changes Force Modification in Customer Support Strategy for Digital Home Support
Sutherland Technology Platform Practice Customer Support Excellence Series Market Changes Force Modification in Customer Support Strategy for Digital Home Support Contents 1. Data Traffic Explosion and
More informationWhite Paper. Transforming Big Data into Insight: Getting Past the Hyperbole
Transforming Big Data into Insight: Getting Past the Hyperbole Transforming Big Data into Insight: Getting Past the Hyperbole Introduction: Big Data, Roadmap to a Big Revenue Opportunity It doesn t matter
More informationMaking Leaders Successful Every Day
Making Leaders Successful Every Day Succeeding In Global ecommerce Forrester Research Benjamin Ensor Research Director, ebusiness & Channel Strategy March 13, 2013 For internal use only Agenda What s the
More informationManagement 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 informationLionbridge 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 informationINSIGHT. IDC's Social Business Taxonomy, 2011 IDC OPINION IN THIS INSIGHT. Scott Guinn
INSIGHT IDC's Social Business Taxonomy, 2011 Michael Fauscette Mary Wardley Scott Guinn Erin Traudt Lisa Rowan IDC OPINION Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015
More informationOnline Marketing Institute London, Feb 2012 Mike Shaw Director, Marketing Solutions
The State of Social Media Online Marketing Institute London, Feb 2012 Mike Shaw Director, Marketing Solutions comscore s Innovative Approach Revolutionizes Measurement 2 Million Person Panel 360 View of
More informationRevenue Enhancement and Churn Prevention
Revenue Enhancement and Churn Prevention for Telecom Service Providers A Telecom Event Analytics Framework to Enhance Customer Experience and Identify New Revenue Streams www.wipro.com Anindito De Senior
More informationKea Influencer Relations and Marketing for High-Tech & Technology Providers
Kea Analyst Relations Industry analysts play a key role in defining markets and educating buyers. We work with clients to identify and track the most influential and relevant industry analysts, and advise
More informationANALYTICS: SHAPING THE RIGHT CUSTOMER EXPERIENCE
EMV Technology: Deploying Soon in the U.S. ANALYTICS: SHAPING THE RIGHT CUSTOMER EXPERIENCE 2010 Mercator Advisory Group, Inc. Clock Tower Place, Suite 420 Maynard, MA 01754 phone: 1(781) 419-1700 e-mail:
More informationLISTEN. ENGAGE. DELIGHT.
WWW.WIPRO.COM LISTEN. ENGAGE. DELIGHT. Embark on your Social Enterprise journey with Wipro DO BUSINESS BETTER The Increasing Impact of Social on the Enterprise In today s dynamic world, where people are
More informationWWW.WIPRO.COM BUILDING A DIGITAL FUTURE FOR WIPRO CONSUMER GOODS. Digital Transformation
WWW.WIPRO.COM BUILDING A DIGITAL FUTURE FOR CONSUMER GOODS Digital Transformation WIPRO CONSUMER GOODS DO BUSINESS BETTER CONSUMERS WANT MORE OF EVERYTHING: OPTIONS, INFORMATION, INTERACTION, ENGAGEMENT
More informationOvercoming 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 informationBanking on Business Intelligence (BI)
Banking on Business Intelligence (BI) Building a business case for the Kenyan Banking Sector The new banking environment in Kenya is all about differentiating banking products, increased choices, security
More informationB2B Social Media Marketing Social s Means Business
B2B Social Media Marketing Social s Means Business Elissa Kline May 2011 1 Social media is changing the way companies interact with customers Why Does Social Media fit With B2B Companies? Key Trends: Social
More informationFinding Focus How Non-Core Activities Are Blurring Your Strategic Vision
Finding Focus How Non-Core Activities Are Blurring Your Strategic Vision A Checklist For Identifying Core & Non-Core Activities Overview What's Really Core to Your Organization? Finance & Accounting (F&A):
More informationMCCM: An Approach to Transform
MCCM: An Approach to Transform the Hype of Big Data into a Real Solution for Getting Better Customer Insights and Experience Muhammad Salman Sami Khan, Chief Research Analyst, Global Marketing Team, ZTEsoft
More informationAccording to NASSCOM-Frost & Sullivan's Study on 'Analytics' Product Excellence Matrix, the first in the seven-segment series
Analytics on a Transformation Path From a 'Good-to-Have' to a 'Must -Have Solution' According to NASSCOM-Frost & Sullivan's Study on 'Analytics' Product Excellence Matrix, the first in the seven-segment
More informationTransform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management.
Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management. September 2012 OptifiNow September 2012 Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead
More informationAdvice for social networks
Theme: Future of Quality The National Agenda Outlines CRM PRACTICES IN ASIAN COUNTRIES PREM NARAYAN Group General Manager (P&Q) IRCTC Corporate Office Definition of CRM Era wise CRM Growth Global Scenario
More informationSocial Business Intelligence For Retail Industry
Actionable Social Intelligence SOCIAL BUSINESS INTELLIGENCE FOR RETAIL INDUSTRY Leverage Voice of Customers, Competitors, and Competitor s Customers to Drive ROI Abstract Conversations on social media
More informationVoice of the Customer: How to Move Beyond Listening to Action Merging Text Analytics with Data Mining and Predictive Analytics
WHITEPAPER Voice of the Customer: How to Move Beyond Listening to Action Merging Text Analytics with Data Mining and Predictive Analytics Successful companies today both listen and understand what customers
More informationDIGITAL WEALTH MANAGEMENT FOR MASS-AFFLUENT INVESTORS
www.wipro.com DIGITAL WEALTH MANAGEMENT FOR MASS-AFFLUENT INVESTORS Sasi Koyalloth Connected Enterprise Services Table of Contents 03... Abstract 03... The Emerging New Disruptive Digital Business Model
More informationBoosting Sales Through Business Intelligence & Predictive Analytics
Boosting Sales Through Business Intelligence & Predictive Analytics A Whitepaper More and more telecom operators have started to realize that so as to grow their business in a fiercely competitive market,
More informationHow 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 informationwhitepaper 16 TIPS FOR BUILDING AN ENGAGING ECOMMERCE EXPERIENCE How to tackle the obvious and not-so obvious challenges
whitepaper 16 TIPS FOR BUILDING AN ENGAGING ECOMMERCE EXPERIENCE How to tackle the obvious and not-so obvious challenges - 16 Tips for Building an Engaging Ecommerce Experience INTRODUCTION 1 INTRODUCTION
More informationparagyte Whitepaper The Significance of CRM in Retail Industry
Whitepaper The Significance of CRM in Retail Industry Retail Industry overview The retail sector has seen unprecedented growth in the last few years and according to research firm Lucintel, the global
More informationUsing Social Media to Grow Your Brand. www.parkerwhite.com life@parkerwhite.com we give brands life
Using Social Media to Grow Your Brand www.parkerwhite.com life@parkerwhite.com we give brands life INTRODUCTION: Why Social Media? Social media is powerful because of its authenticity people take messages
More informationSelecting the Right Social Media Monitoring Tools!
Selecting the Right Social Media Monitoring Tools! Exposing the real weaknesses and strengths of web and enterprise technology products Jarrod Gingras Analyst / Director of Advisory Services Real Story
More informationThe 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 informationDeliver a Better Digital Customer Experience Through Sonata s Digital Engagement Solutions
Deliver a Better Digital Customer Experience Through Sonata s Digital Engagement Solutions The World is Going Digital The incredible growth of the internet, the proliferation of mobile devices and the
More informationGain a new perspective on your digital customer experience and get closer to what matters
Gain a new perspective on your digital customer experience and get closer to what matters Redesigning the way companies work and engage customers and employees in the digital world. What if you could actually
More information900 FTE RECRUITING OVER. How Capita used insight to deliver the most successful Black Friday for a major retail customer.
How Capita used insight to deliver the most successful Black Friday for a major retail customer Case Study RECRUITING OVER 900 FTE within a 12 week period 2 Capita Retail Case Study ACCREDITED TRAINING
More information5 tips to engage your customers with event-based marketing
IBM Software Thought Leadership White Paper IBM ExperienceOne 5 tips to engage your customers with event-based marketing Take advantage of moments that matter with in-depth insight into customer behavior
More informationYESMAIL INTERACTIVE Helping you get to YES with your customers
YESMAIL INTERACTIVE Helping you get to YES with your customers This is the age of empowered consumers who are in charge of their relationships with brands. To accommodate the evolving nature of B2C marketing,
More informationListen, Measure, and Engage. Is Social Media part of your CRM strategy? Value Driven
Listen, Measure, and Engage Is Social Media part of your CRM strategy? Value Driven If you are not using social media as part of CRM, you are potentially missing out on a huge opportunity for engaging
More informationPROPOSITION. Store Call Management: Driving enhanced multi-channel service. Proven expertise, tailored solutions
PROPOSITION : Driving enhanced multi-channel service Proven expertise, tailored solutions 2 Proposition : Driving enhanced multi-channel service Managing the omni-channel challenge As customer expectations
More informationWhy Is It Important? Avaya defines customer experience. What Is Customer Experience and
What Is Customer Experience and Why Is It Important? By: Brett Shockley, Senior Vice President and Chief Technology Officer, Avaya Avaya defines customer experience management (CEM) as the discipline of
More informationJune 2012. Mobile BI: The next frontier in Business Intelligence
June 2012 Mobile BI: The next frontier in Business Intelligence 2 CONTENTS INTRODUCTION 2 LEVELS OF ENGAGEMENT IN MOBILE BI 3 MOBILE BI: PARADIGM SHIFT 4 EVALUATING THE NEED FOR MOBILE BI 5 DEFINING A
More informationHow To Be Successful In A Cross Channel Retailing
Foreword Retail industry is currently going through a once-in-a-generation transformation, primarily driven by more evolved shoppers and technological innovations. This has resulted in a structural shift
More informationBizzmaxx Intelligent Sales & Marketing Errol van Engelen Managing Director Errol.vanengelen@bizzmaxx.nl
Bizzmaxx Intelligent Sales & Marketing Errol van Engelen Managing Director Errol.vanengelen@bizzmaxx.nl Bizzmaxx 2012 - Internal use only Agenda About Bizzmaxx Intelligent Sales & Marketing Expertise,
More informationGENERATE REVENUES WITH AN EFFECTIVE PARTS WHOLESALE STRATEGY.
GENERATE REVENUES WITH AN EFFECTIVE PARTS WHOLESALE STRATEGY. fueled by challenge. powering success. sm 1,500 dealer programs in 27 markets Parts wholesale has the potential to significantly contribute
More informationNOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT
NOUS INFOSYSTEMS LEVERAGING INTELLECT CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING Abstract Understanding the customer experience is the key in today s highly competitive and changing banking industry.
More informationSalesforce Advertising Index
Salesforce Advertising Index Annual Report 2015 Table of Contents Introduction Executive Summary Facebook Trends Instagram Trends Twitter Trends LinkedIn Trends Credits & Appendix 1 2 3 10 11 12 13 Introduction
More informationCustomer Experience Management
Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction
More informationBackground and Company Performance... 2. Industry Challenges... 2. Quality of Customer Service and Customer Impact... 3. Conclusion...
Contents Background and Company Performance... 2 Industry Challenges... 2 Quality of Customer Service and Customer Impact... 3 Conclusion... 5 Significance of Customer Service Leadership... 6 Understanding
More information> Cognizant Analytics for Banking & Financial Services Firms
> Cognizant for Banking & Financial Services Firms Actionable insights help banks and financial services firms in digital transformation Challenges facing the industry Economic turmoil, demanding customers,
More informationTaking Social Media Public: Social Media for Successful Citizen Relationship Management
IBM Global Business Services White Paper Public Sector Consulting Taking Social Media Public: Social Media for Successful Citizen Relationship Management By Tish Falco, Social Media Center of Excellence
More information