Uncover the Best Ideas

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Uncover the Best Ideas"

Transcription

1 Uncover the Best Ideas Table of Contents: overview 2-4 [INNOVATION] overview 5 picture this 6 roi metrics 7-8 [EMPLOYEE NETWORKS] overview 9 picture this 10 roi metrics [CITIZEN RELATIONSHIPS] overview 13 picture this 14 roi metrics wrap-up 17 it s those people you ve never heard from who just might Develop a more cost efficient and effective research process Strengthen competitiveness Improve success rate of new products and service enhancements Increase customer satisfaction and loyalty Increase potential for revenue growth and profitability Support decision making Improve employee performance and productivity Decrease churn by delivering better customer service Increase employee retention Increase potential for revenue growth and profitability Reduce public outreach costs Budget and allocate resources more efficiently Increase citizen involvement and participation Improve citizen relationships

2 WHAT IS? [ COLLABORATION EVOLUTIONIZED ] TM REVEAL is the solution for enterprises that are seeking to collaborate in-network leveraging their customers, employees, partners or constituents to generate ideas that lead to value and drive success. With REVEAL, you can sharpen your focus on those big ideas that show the most promise of success ideas that advance your company or organization through: Improved product or service offerings Strengthened competitiveness Better allocation of resources Greater productivity Increased customer retention and loyalty Get in-network and start driving business value

3 HOW DOES IT WORK? [ TRANSFORMING THE BRAINSTORM ] The process is simple and straightforward; the results are meaningful and actionable: 1. Determine Your Needs What are you looking for? What are you trying to do? What do you need to know? Who do you want to engage? 2. Create a Call to Action Reach out to your network. Invite them to participate. Solicit their ideas and input. 3. Let Your Network Go! Members post their ideas The community comments on, adds to and rates the submissions With positive ratings, watch the most favored ideas rise to the top of the list 4. Listen and Learn Easily identify the strongest ideas and the priorities of your network. REVEAL elevates traditional brainstorming to a whole new level. 5. Take Action! Demonstrate commitment to your network by communicating how you have implemented the best ideas Achieve better success by focusing your resources and efforts on initiatives that matter most

4 WHY DOES IT MATTER? [ ATTENTION. THE NEW CURRENCY ] In business today, effective engagement with the audiences you serve is paramount. Allowing them to communicate their thoughts, needs and concerns not only gives you a solid foundation to create actionable steps towards business improvement, it gives your networks a sense of transparency, trust, inclusion and value. Consumers want it: Companies and organizations need it: WE HAVE A VOICE 56% of American customers feel both a stronger connection with, and better served by, companies when they can interact with them in a social media environment (2008 Cone Business in Social Media Study) 41% want companies to solicit feedback on their products and services (2008 Cone Business in Social Media Study) Companies that maximize the value of customer feedback are 8x more likely to increase customer satisfaction than those who don t (The Aberdeen Group) These companies are also 26x more likely to increase customer retention than companies who don t collect and utilize customer feedback (The Aberdeen Group) With REVEAL you can remain competitive by collecting network feedback and channeling it to your advantage.

5 CREATE THE NEXT BIG THING INNOVATION [ AND LOWER YOUR COSTS WHILE YOU'RE AT IT ] Fast Company recently reported that between 50 and 75% of R&D expenditures are invested in products that fail when launched (October 2008). That means the average Fortune 500 company wastes at least half of the multimillion dollar investment they devote each year to creating new products and services. REVEAL can minimize this risk by enabling you to: Develop products that customers are telling you they want Expand research beyond focus groups to gain wider representation & ongoing intelligence Bring new products to market faster and stay ahead of the competition

6 CREATE THE NEXT BIG THING INNOVATION [ AND LOWER YOUR COSTS WHILE YOU'RE AT IT ] Picture this: A global consumer electronics company is interested in developing a new product: a digital photo printer. Knowing that this is already a saturated market, the company employs REVEAL to tap into its customer base to determine the features and components that are desired and will make the launch a success. In a matter of weeks, the company has a rich pool of input and ideas from which to draw, and knows which suggestions are worth applying and undertaking. It can then create a product with a built-in demand and an increased chance of a profitable launch. Additionally, they now have a valuable collection of general insight that can be used to drive future development. Picture this: A regional bank needs to identify ways it can better serve its customers. Knowing how important it is to be convenient and accommodating, the bank employs REVEAL to determine what changes are necessary to become a better provider. The bank invites feedback on its numerous touch points including ATMs, online account management and physical branches. In a matter of weeks, the bank can easily establish its strengths and, more importantly, its weaknesses. Whether it s a need for more ATMs in a particular area, a better online user experience or more flexible bank hours, the bank can prioritize its goals and act accordingly.

7 CREATE THE NEXT BIG THING INNOVATION [ ROI: PROVE IT ] Increased Revenue Increased Revenue 60% 50% 40% Probability of Sales Success: $1 in Online Sales Influences $3.45 in Store Sales 60% Decreased Costs $5.00 $ % $3.00 $ % 10% 0% 5% New Prospect 20% Former Customer (low range of estimates given) Existing Customer Customer churn rate decreases significantly when customers have a connection. The impact? A 5% decrease in churn can translate into a 20% boost in profits. $2.00 $1.00 $0.00 $1.00 Online Stores Companies have a 60-70% probability of success selling more services to a current customer, compared to a 5-20% probably of selling to a new prospect. Keeping customers engaged and happy directly impacts your ability to drive both revenue and referrals. ( low range of estimates given ) Customer Winback by Griffin & Lowenstein Frederick Reichheld, The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value The online customer experience extends beyond the Web to drive additional revenue. Every dollar of online sales can influence store sales by as much as $3.45. emarketer 2007 cited:

8 CREATE THE NEXT BIG THING INNOVATION [ ROI: PROVE IT ] Increased Revenue Fully Engaged Customers Spend 23% More Decreased Costs Average Customer $ Increased Revenue Costly focus groups provide two hours of insight. Online networks provide years of ongoing intelligence, enabling you to quickly respond to market trends and changes in consumer demand at a fixed, predictable cost. Brad Bortner, Forrester Research, Nov 08 Fully Engaged $$ Gallup research cited: https://www.imediaconnection.com/content/10381.asp When customers are fully engaged, they are more likely not only to buy, but also to spend more. Gallup s research shows a 23% premium over the average customer in terms of share of wallet, profitability, revenue and relationship growth. The best way to sell a product is to ask customers what they want. Ask before it s developed to 1) make a better product and 2) engage them so they ll be primed to buy. Dan Adams, President of Advanced Industrial Marketing, 2008: B2B_Recession.htm

9 ENABLE YOUR TROOPS EMPLOYEE NETWORKS [ LEARN FROM ONE OF YOUR GREATEST ASSETS ] Failure to engage their employees to the fullest can be detrimental for companies and organizations. A Gallup study estimated that the lower productivity of unengaged employees costs the U.S. economy a staggering $328 billion. Research proves that engaged employees are more productive, more satisfied, and more committed to the overall success of their employer. Employee networks represent a valuable collective of business intelligence, experiences and ideas that can provide benefit to the whole organization. Remove Borders Empower your best minds to share ideas, or unite disconnected teams even if they re across the globe Improve Productivity Improve productivity by enabling employees to share cost savings or job efficiency ideas Optimize Your Investment Maximize the talents of your workforce through collaboration and knowledge sharing while reducing the high costs of turnover

10 ENABLE YOUR TROOPS EMPLOYEE NETWORKS [ LEARN FROM ONE OF YOUR GREATEST ASSETS ] Picture this: A global company with an expansive network of employees wants to revamp how it is currently running its business. The company employs REVEAL to gain a more comprehensive business point-of-view with a more customer-centric approach. Employees are invited to contribute their thoughts on the company s policies, best practices, training programs, product offerings, advertising and promotions. Within weeks, the company has a better understanding of what happens at the ground level and what actions it needs to take to improve efficiencies and deliver a more competitive product. Instead of taking a directive approach and merely making demands, this collaborative method ensures that any proposed changes or ideas are desired, implemented, and adopted company-wide.

11 ASSEMBLE YOUR TROOPS EMPLOYEE NETWORKS [ ROI: PROVE IT ] Creativity Employee Retention 59% PERCENTAGE OF EMPLOYEES WHO STRONGLY AGREED: MY CURRENT JOB BRINGS OUT MY MOST CREATIVE IDEAS Innovation BestBuy measures 85% lower employee turnover as a result of its Blue Shirt community. KDPaine & Partners, Best Practices in Social Media Measurement ppt 17% 3% Engaged Not Engaged Actively Disengaged EMPLOYEE ENGAGEMENT LEVEL Source: Gallup Study, Engaged Employees Inspire Company Innovation CREATIVITY ON THE JOB Engaged employees are likely to be a company s best source of new ideas: 59% of engaged employees strongly agreed that their current job brings out [their] most creative ideas; only 3% of actively disengaged employees strongly agreed. EMPLOYEE ENGAGEMENT LEVEL Source: Gallup Study, Engaged Employees Inspire Company Innovation Employees-Inspire-Company.aspx The TSA leveraged the collective wisdom of its security workforce to improve efficiencies. Within 12 months, 4,500 ideas were shared and 20 new national policies had been implemented. Power to the People AND the Government, Paul Greenberg, Inside CRM Sept. 29,

12 ASSEMBLE YOUR TROOPS EMPLOYEE NETWORKS [ ROI: PROVE IT ] Customer Service Engaged Employees 43% of customers who stopped doing business with a company made their decision based on poor customer service. Engaged employees are the key to excellent customer service. 90% (16% for disengaged employees) Research from Maritz, 2008 cited here. incentive/e3i561563ef885396db4736cedcd2d933e8?imw=y Engaged Employees Who Know Where to Go With an Idea to Improve Customer Service Gallup Study; Engaged Employees Inspire Company Innovation Employees-Inspire-Company.aspx

13 HARNESS THE COLLECTIVE VALUE citizen relationships [ WITHOUT COMPROMISING YOUR NEED FOR STRUCTURE ] For the public sector, improving public outreach is imperative to optimize resources and build relationships with constituencies. REVEAL can lay the foundation for more open and beneficial communication, while upholding the security and privacy requirements necessary for government and public organizations. With REVEAL, collaboration with citizens becomes a catalyst for problem-solving and enables governments to remain competitive. Improved Productivity Gain efficiencies while reducing costs Bet ter Re s o u r c e Al lo c at io n Align public resources with citizen needs and interests Greater Innovation Empower networks to bring the best ideas forward

14 HARNESS THEIR COLLECTIVE VALUE citizen relationships [ WITHOUT COMPROMISING YOUR NEED FOR STRUCTURE ] Picture this: A local government organization needs to determine how to best distribute its resources among several planning initiatives. Knowing that decisions must remain within tight budget constraints, the organization employs REVEAL to ensure that resources are used effectively, and allocated to areas of highest importance. The public is invited to weigh in on the decision and express their opinions. Within weeks, the organization learns which programs are the most valuable to its citizens and which ones provide the least benefit. Resources are designated correspondingly and the most important programs thrive.

15 HARNESS THEIR COLLECTIVE VALUE citizen relationships [ ROI: PROVE IT ] Innovation Increased Efficiencies Before funding approval would be granted for the $2.8B Atlanta Beltline project, the Atlanta Development Authority was required to prove that opportunities for public involvement were equally accessible by all citizens impacted by the proposed rail line. Within six weeks, 10,000 residents participated, community concerns and ideas were addressed early, credible data and reports accompanied final recommendations, and the $2.8B funding was approved. Neighborhood America customer example The TSA leveraged the collective wisdom of its security workforce to improve efficiencies. Within 12 months, 4,500 ideas were shared and 20 new national policies had been implemented. Power to the People AND the Government, Paul Greenberg, Inside CRM, Sept. 29, features/new-media-government / Innovation The Dept. of Defense faced a challenge familiar to most government agencies: reform its defense acquisition program by reducing costs and improving efficiencieswith minimal resources and aggressive deadlines. The DoD engaged a global network of key military personnel to capture ideas and feedback for improving the Defense Acquisition System. Feedback was incorporated into final recommendations delivered on-time, within budget. Neighborhood America customer example

16 HARNESS THE COLLECTIVE VALUE citizen relationships [ ROI: PROVE IT ] Increased Involvement Decreased Costs Citizens' Health Care Working Group: $ From $250 to $7.50 Outreach Cost Per Participant When the Citizens Health Care Working Group (commissioned by the DHHS) invited the American public to participate in national health care reform, they leveraged both the traditional town hall setting as well as Neighborhood America s online solution. The results of their outreach were dramatic, proving that online networks result not only in increased participation, but also in significantly lower costs. Increased Participation Citizens' Health Care Working Group: Participation Quadrupled Neighborhood America customer example $7.50 Town Hall Online Neighborhood America customer example Town Hall Online Neighborhood America customer example

17 GET TO KNOW [ and that's not all ] REVEAL provides everything you need to focus on those big ideas that will lead to innovation, cost savings and greater productivity. REVEAL includes: Components of Neighborhood America s award-winning enterprise social networking platform, ELAvate Hosting from an enterprise-scale infrastructure Professional services and guidance to ensure your success With Neighborhood America as your solutions partner, you can implement one or many of our Business Services to meet multiple needs throughout your enterprise. Additional Business Services offered by Neighborhood America include: TM CONVERGE Destination Community CAPTURE User Contribution UNIFY Public Comment TM TM TM MOVO Mobile Marketing Create a complete, branded social networking destination Generate new revenues through a highly targeted community, where the interaction around shared content, stories and recommendations drives retail sales or advertising revenues Bring citizen input into the decision making processes of government through constructive public comment and collaboration Launch mobile marketing campaigns to drive immediate revenue or reach mass audiences quickly Get 'In Network' and start driving business value. Call an expert today

WHITE PAPER Turning Insight Into Action. The Journey to Social Media Intelligence

WHITE PAPER Turning Insight Into Action. The Journey to Social Media Intelligence WHITE PAPER Turning Insight Into Action The Journey to Social Media Intelligence Turning Insight Into Action The Journey to Social Media Intelligence From Data to Decisions Social media generates an enormous

More information

Powering Performance with Customer Intelligence. Are you ready to make Customer Intelligence your performance advantage to outpace the competition?

Powering Performance with Customer Intelligence. Are you ready to make Customer Intelligence your performance advantage to outpace the competition? Powering Performance with Customer Intelligence Are you ready to make Customer Intelligence your performance advantage to outpace the competition? Frequently Asked Questions (FAQs) PNT Marketing Services

More information

Sitecore Experience PlatformTM. Know every customer. Shape every experience.

Sitecore Experience PlatformTM. Know every customer. Shape every experience. Sitecore Experience PlatformTM Know every customer. Shape every experience. Because you need to own every experience The Sitecore Experience Platform TM Know every customer How do you treat millions of

More information

SYLLABUS. B.B.A. V SEM Subject Customer Relationship Management

SYLLABUS. B.B.A. V SEM Subject Customer Relationship Management SYLLABUS B.B.A. V SEM Subject Customer Relationship Management UNIT I Introduction to CRM: Definition and concepts of CRM, Components of CRM, Understanding the goal of CRM and Customer Touch Points. UNIT

More information

Five Strategies for Increasing the ROI of Marketing Events

Five Strategies for Increasing the ROI of Marketing Events Five Strategies for Increasing the ROI of Marketing Events Introduction Why Hold Marketing Events? Events, especially marketing events, are a critical tool in any marketer s playbook. According to Forrester

More information

Improving customer relationships

Improving customer relationships White paper Customer Engagement Improving customer relationships How top companies maximize lifetime value through effective customer engagement Page 2 Customer experiences help drive long-term profits.

More information

SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014

SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014 SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014 EXECUTIVE SUMMARY In this digital age, social media has quickly become one of the most important communication channels. The shift to online conversation

More information

Relationship Marketing. SHSMD Luncheon October 5, 2007 Leean Kravitz Mudhouse Advertising

Relationship Marketing. SHSMD Luncheon October 5, 2007 Leean Kravitz Mudhouse Advertising Relationship Marketing SHSMD Luncheon October 5, 2007 Leean Kravitz Mudhouse Advertising What is relationship marketing? Marketing designed to create, maintain, and enhance strong relationships with customers

More information

The Case for Commercial Data The Time to Act is Now

The Case for Commercial Data The Time to Act is Now Today, we have access to a vast amount of customer data that can be used to power sales and marketing efforts. That may not be the case tomorrow. behind. Currently, regulations for customer data are looser

More information

A Quick Guide to Social Customer Service: Measure, Refine & Scale

A Quick Guide to Social Customer Service: Measure, Refine & Scale A Quick Guide to Social Customer Service: Measure, Refine & Scale Measuring how well your Social Customer Service program is working for both your customers and your business is not easy. For the last

More information

Hello, Goodbye. The New Spin on Customer Loyalty. From Customer Acquisition to Customer Loyalty. Definition of CRM.

Hello, Goodbye. The New Spin on Customer Loyalty. From Customer Acquisition to Customer Loyalty. Definition of CRM. Hello, Goodbye. The New Spin on Customer Loyalty The so-called typical customer no longer exists. Companies were focused on selling as many products as possible, without regard to who was buying them.

More information

ABHINAV NATIONAL MONTHLY REFEREED JOURNAL OF REASEARCH IN COMMERCE & MANAGEMENT www.abhinavjournal.com

ABHINAV NATIONAL MONTHLY REFEREED JOURNAL OF REASEARCH IN COMMERCE & MANAGEMENT www.abhinavjournal.com e-crm OPPORTUNITIES AND CHALLENGES IN DIGITAL WORLD Dr. T. N. Murty 1, N D Chandra Sekhar 2 and S Vidya Sagar 3 1 Professor & Director, Nimra College of Business Management, Vijayawada, India Email: thamminaina@yahoo.com

More information

Understanding the Real Impact of Social Media Monitoring on the Value Chain

Understanding the Real Impact of Social Media Monitoring on the Value Chain March 2013 Understanding the Real Impact of Social Media Monitoring on the Value Chain More and more companies have turned to social media monitoring or social listening tools to find the critical insights

More information

SOCIAL LISTENING AND KPI MEASUREMENT Key Tips for Brands to Drive Their Social Media Performance

SOCIAL LISTENING AND KPI MEASUREMENT Key Tips for Brands to Drive Their Social Media Performance SOCIAL LISTENING AND KPI MEASUREMENT Key Tips for Brands to Drive Their Social Media Performance With social media marketing, the power is derived from being able to directly communicate with consumers

More information

Best Practices Brochure. Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships

Best Practices Brochure. Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships 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 information

Big Data Ups The Customer Analytics Game

Big Data Ups The Customer Analytics Game A Custom Technology Adoption Profile Commissioned By IBM February 2014 Big Data Ups The Customer Analytics Game Introduction In the age of the customer, enterprises invest in creating actionable customer

More information

HOW CLOSE ARE YOU TO YOUR CUSTOMERS?

HOW CLOSE ARE YOU TO YOUR CUSTOMERS? HOW CLOSE ARE YOU TO YOUR CUSTOMERS? You know what kind of people your customers are. You likely even know their names, how often they shop with you and what they ve bought recently. But can you say which

More information

Customer Experience Management

Customer 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 information

SUSTAINING COMPETITIVE DIFFERENTIATION

SUSTAINING COMPETITIVE DIFFERENTIATION SUSTAINING COMPETITIVE DIFFERENTIATION Maintaining a competitive edge in customer experience requires proactive vigilance and the ability to take quick, effective, and unified action E M C P e r s pec

More information

NOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT

NOUS 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 information

OpenScape Contact Center Agile & Enterprise. Customer Service Made Simple.

OpenScape Contact Center Agile & Enterprise. Customer Service Made Simple. OpenScape Contact Center Agile & Enterprise Customer Service Made Simple. Serving your Customers, Building your Business. It could be your greatest asset, or your biggest weakness. Is your contact center

More information

Insurance customer retention and growth

Insurance customer retention and growth IBM Software Group White Paper Insurance Insurance customer retention and growth Leveraging business analytics to retain existing customers and cross-sell and up-sell insurance policies 2 Insurance customer

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

SAP Thought Leadership SAP Customer Relationship Management. Strengthen the Brand and Improve

SAP Thought Leadership SAP Customer Relationship Management. Strengthen the Brand and Improve SAP Thought Leadership SAP Customer Relationship Management Enhancing the Customer Experience with Loyalty Management Strengthen the Brand and Improve Customer Retention Executive Summary Satisfying Customers,

More information

Running a Successful Referral Program. 9 Best Practices

Running a Successful Referral Program. 9 Best Practices Running a Successful Referral Program 9 Best Practices WHY REFERRAL PROGRAMS ARE A CRITICAL PART OF TODAY S MARKETING MIX. Your company spends time, money and resources executing your marketing and advertising

More information

GET REAL ABOUT BUSINESS DEVELOPMENT. BUSINESS DEVELOPMENT FROM THOMSON REUTERS ELITE CHANGES THE GAME.

GET REAL ABOUT BUSINESS DEVELOPMENT. BUSINESS DEVELOPMENT FROM THOMSON REUTERS ELITE CHANGES THE GAME. GET REAL ABOUT BUSINESS DEVELOPMENT. BUSINESS DEVELOPMENT FROM THOMSON REUTERS ELITE CHANGES THE GAME. 2 THE MARKET HAS CHANGED. DOES YOUR FIRM HAVE THE TOOLS TO KEEP UP? Person-to-person contact with

More information

Targeting. 5 Tenets. of Modern Marketing

Targeting. 5 Tenets. of Modern Marketing 5 Tenets of Modern Marketing Targeting The foundation of any effective Modern Marketing effort is to ensure you have a clear and accurate picture of your potential customers. Without the proper strategies

More information

The Case for Improving the B2B Customer Experience

The Case for Improving the B2B Customer Experience The Case for Improving the B2B Customer Experience How better customer experiences can help you drive profitable growth and create competitive advantage I preferred the Other Brand s product but I bought

More information

Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management.

Transform 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 information

The Basics of Branding: How to Maximize Brand Efficiency and Boost Your Bottom Line

The Basics of Branding: How to Maximize Brand Efficiency and Boost Your Bottom Line The Basics of Branding: How to Maximize Brand Efficiency and Boost Your Bottom Line 1 The Basics of Branding: How to Maximize Brand Efficiency and Boost Your Bottom Line The Branding Evolution A brand

More information

BUSINESS CONSULTING SERVICES Comprehensive practice management solutions for independent investment advisors

BUSINESS CONSULTING SERVICES Comprehensive practice management solutions for independent investment advisors BUSINESS CONSULTING SERVICES Comprehensive practice management solutions for independent investment advisors Insights, tools and resources to help you Accelerate Your Growth, Scale Your Business and Elevate

More information

Improving Inside Sales Production with Automation

Improving Inside Sales Production with Automation Improving Inside Sales Production with Automation Improving Inside Sales Production with Automation A recent Noble Systems survey of Inside Sales Teams revealed that while one-half of the organizations

More information

THE DIGITAL ADVANTAGE

THE DIGITAL ADVANTAGE We optimizing under-performing interactive and multimedia assets, with the intention to uncover hidden branding and profit opportunities. Our value is in our ability to strategically execute against our

More information

Top 5 Ways to Communicate the Value of Your Training Programs

Top 5 Ways to Communicate the Value of Your Training Programs LEARNING EXECUTIVE THINK TANK INSIGHTS Top 5 Ways to Communicate the Value of Your Training Programs This Learning Executive Think Tank Whitepaper was sponsored by Expertus, www.expertus.com INTRODUCTION

More information

Leverage Customer Insights & Analytics

Leverage Customer Insights & Analytics Leverage Customer Insights & Analytics Display and Consumer Experience 2 3 Display advertising and consumer experience are usually not mentioned in the same breath 4 And that s wrong 5 Things used to be

More information

HOW A CRM SOLUTION CAN HELP YOUR BUSINESS Zyprr E-Book Series. www.zyprr.com 1

HOW A CRM SOLUTION CAN HELP YOUR BUSINESS Zyprr E-Book Series. www.zyprr.com 1 HOW A CRM SOLUTION CAN HELP YOUR BUSINESS Zyprr E-Book Series www.zyprr.com 1 Contents 1. Introduction: 1. What is CRM 2. Adoption: How to Succeed 1. Executive Buy-in 2. Establish Measurable Goals 3. Understanding

More information

Getting Behind The Customer Experience Wheel

Getting Behind The Customer Experience Wheel Getting Behind The Customer Experience Wheel Create a Voice of the Customer Program for your Organization In any business, serving your customers well is critical to success, loyalty and growth. But do

More information

Sage MAS 90 and 200. Extended Enterprise Suite S

Sage MAS 90 and 200. Extended Enterprise Suite S Sage MAS 90 and 200 Extended Enterprise Suite S An End-to-End Approach to Business Software At Sage, we ve been supporting businesses like yours with world-class business software for well over a quarter

More information

Customer Service Analytics: A New Strategy for Customer-centric Enterprises. A Verint Systems White Paper

Customer Service Analytics: A New Strategy for Customer-centric Enterprises. A Verint Systems White Paper Customer Service Analytics: A New Strategy for Customer-centric Enterprises A Verint Systems White Paper Table of Contents The Quest for Affordable, Superior Customer Service.....................................

More information

GUIDE Wealth Management. 9 Social Media Guidelines for Wealth Management Firms

GUIDE Wealth Management. 9 Social Media Guidelines for Wealth Management Firms GUIDE Wealth Management 9 Social Media Guidelines for Wealth Management Firms Wealth Management 9 Social Media Guidelines for Wealth Management Firms Wealth management firms that embrace social media can

More information

STATE & LOCAL GOVERNMENT DIGITAL ENGAGEMENT TRENDS REPORT: 2015

STATE & LOCAL GOVERNMENT DIGITAL ENGAGEMENT TRENDS REPORT: 2015 DIGITAL ENGAGEMENT TRENDS REPORT: 2015 INTRODUCTION TOPICS ENGAGEMENT TRENDS Each year brings with it new digital communication trends, technologies and strategies. That s why at the end of last year,

More information

Where promotional products and marketing meet

Where promotional products and marketing meet Where promotional products and marketing meet WHO WE ARE We are award-winning companies from across Canada who came together to form BrandAlliance. We united on a single common vision: to maintain local

More information

Right Time Revenue Optimization

Right Time Revenue Optimization More Revenue, Faster Right Time Revenue Optimization More Revenue, Faster Summary: The Short List Here s our suggested short list from this paper: What is right time revenue optimization? It s marketing

More information

The Case for Improving the B2B Customer Experience

The Case for Improving the B2B Customer Experience The Case for Improving the B2B Customer Experience How better customer experiences can help you drive profitable growth and create competitive advantage I preferred the Other Brand s product but I bought

More information

Thought Leadership Selling

Thought Leadership Selling Thought Leadership Selling How to execute sales programs that engage your customers and differentiate your sales experience with education, ideas and insights The Emergence of Thought Leadership as a Sales

More information

Gain 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 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 information

WHITE PAPER. Social media analytics in the insurance industry

WHITE 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 information

Customer Relationship Management Submitted in partial fulfillment of the requirement for the award of degree Of MBA

Customer Relationship Management Submitted in partial fulfillment of the requirement for the award of degree Of MBA A Seminar report On Customer Relationship Management Submitted in partial fulfillment of the requirement for the award of degree Of MBA SUBMITTED TO: SUBMITTED BY: www.studymafia.org www.studymafia.org

More information

Driving Customer Experience Excellence

Driving Customer Experience Excellence Driving Customer Experience Excellence with Your Contact Center Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com 55 It s increasingly

More information

Retail Analytics: Game Changer for Customer Loyalty

Retail Analytics: Game Changer for Customer Loyalty Cognizant 20-20 Insights Retail Analytics: Game Changer for Customer Loyalty By leveraging analytics tools and models, retailers can boost customer loyalty by creating a personalized shopping experience

More information

Taking A Proactive Approach To Loyalty & Retention

Taking A Proactive Approach To Loyalty & Retention THE STATE OF Customer Analytics Taking A Proactive Approach To Loyalty & Retention By Kerry Doyle An Exclusive Research Report UBM TechWeb research conducted an online study of 339 marketing professionals

More information

Six steps to building effective marketing communications.

Six steps to building effective marketing communications. Six steps to building effective marketing communications. How You Can Avoid Pitfalls and Improve Marketing ROI. By Dan Patton A BRIEF PERSPECTIVE The marketing communications development process is often

More information

Drive optimized customer interaction at the point of contact, based on predicted outcomes and behavior to achieve desired results.

Drive optimized customer interaction at the point of contact, based on predicted outcomes and behavior to achieve desired results. 1 Drive optimized customer interaction at the point of contact, based on predicted outcomes and behavior to achieve desired results. 2 3 Today s customers live out loud Age of the Empowered Customer Organizations

More information

THE ESSENTIAL EVENT AUTOMATION PRIMER. A Big Picture Look at Event Automation Software for Data-Driven Marketers and Event Professionals

THE ESSENTIAL EVENT AUTOMATION PRIMER. A Big Picture Look at Event Automation Software for Data-Driven Marketers and Event Professionals THE ESSENTIAL EVENT AUTOMATION PRIMER A Big Picture Look at Event Automation Software for Data-Driven Marketers and Event Professionals 28 % of marketing budgets are allocated to events INTRODUCTION Even

More information

Essential. Guide to Inbound Marketing. For Business Owners & Executives. The

Essential. Guide to Inbound Marketing. For Business Owners & Executives. The The Essential Guide to Inbound Marketing For Business Owners & Executives a g u i d e f o r i n c r e a s i n g r e v e n u e a n d g e n e r a t i n g i n b o u n d m a r k e t i n g l e a d s f a s t

More information

5 WAYS TO SHARPEN YOUR AUDIENCE TARGETING

5 WAYS TO SHARPEN YOUR AUDIENCE TARGETING 5 WAYS TO SHARPEN YOUR AUDIENCE TARGETING THE RIGHT MESSAGE TO THE RIGHT PERSON AT THE RIGHT TIME. In the age of digital marketing, it can mean many, many things. Here are five best practices to help you

More information

3 KEYS TO TRANSFORMING SALES & MARKETING WITH INBOUND MARKETING

3 KEYS TO TRANSFORMING SALES & MARKETING WITH INBOUND MARKETING 3 KEYS TO TRANSFORMING SALES & MARKETING WITH INBOUND MARKETING 2 2011 by Mark Mathson This work is licensed under the Creative Commons Attribution 3.0 United States License. Please feel welcome to share

More information

Employee Engagement Drives Client Satisfaction and Employee Success in Professional Services

Employee Engagement Drives Client Satisfaction and Employee Success in Professional Services Employee Engagement Drives Client Satisfaction and Employee Success in In professional services, business success is achieved through employee success. Organizations that prioritize top talent gain competitive

More information

Build Your Brand and Increase Revenue Through Digital Channels

Build Your Brand and Increase Revenue Through Digital Channels SAP Brief Adobe Experience Manager from SAP Adobe Target from SAP Adobe Analytics from SAP Objectives Build Your Brand and Increase Revenue Through Digital Channels Engage customers with personalized content

More information

Best Practices Brochure. Engineering Communications to Improve the Customer Experience Best Practices for Optimizing Customer Communications

Best Practices Brochure. Engineering Communications to Improve the Customer Experience Best Practices for Optimizing Customer Communications Best Practices Brochure Engineering Communications to Improve the Customer Experience Best Practices for Optimizing Customer Communications Communication Engineering Documents are a critical but often

More information

The Top 9 Ways to Increase Your Customer Loyalty

The Top 9 Ways to Increase Your Customer Loyalty Follow these and enjoy an immediate lift in the loyalty of your customers By Kyle LaMalfa Loyalty Expert and Allegiance Best Practices Manager What is the Key to Business Success? Every company executive

More information

AGENCY OVERVIEW 2011 MERKLE INC. 1.877.9MERKLE MERKLEINC.COM. Page 1

AGENCY OVERVIEW 2011 MERKLE INC. 1.877.9MERKLE MERKLEINC.COM. Page 1 AGENCY OVERVIEW 2011 MERKLE INC. 1.877.9MERKLE MERKLEINC.COM Page 1 CUSTOMER RELATIONSHIP MARKETING AGENCY OVERVIEW Table of Contents Areas of Expertise 3 Greater Customer Insight Creates Marketing Opportunity

More information

4 Steps to Getting Executive Buy-In for the Recruiting Platform You Need

4 Steps to Getting Executive Buy-In for the Recruiting Platform You Need Insight4theEnterprise Series Part 1: 4 Steps to Getting Executive Buy-In for the Recruiting Platform You Need ONTENTS Introduction 3 Framing the Discussion: We re Not Talking about an ATS 4 Step-by-Step

More information

Engage your customers

Engage 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 information

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Lynn Brunner Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions,

More information

Tapping into the Recruiting Power. Employees. Tapping into the Recruiting. of Existing. Employees. a Recruiting Trends white paper, sponsored by

Tapping into the Recruiting Power. Employees. Tapping into the Recruiting. of Existing. Employees. a Recruiting Trends white paper, sponsored by Tapping into the Recruiting Power of Existing Power Employees Tapping into the Recruiting of Existing Employees a Recruiting Trends white paper, sponsored by Tapping into the Recruiting Power of Existing

More information

Continuous Customer Dialogues

Continuous Customer Dialogues Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4

More information

Top Five Reasons to Implement Unified Communications Now

Top Five Reasons to Implement Unified Communications Now Top Five Reasons to Implement Unified Communications Now August 2013 Prepared by: Zeus Kerravala Top Five Reasons to Implement Unified Communications Now by Zeus Kerravala August 2013 º º º º º º º º º

More information

Cable s Rapid Reinvention

Cable s Rapid Reinvention Achieving Differentiation in a New Competitive Landscape Mark Syp, Group Vice President, Major Cable and Telco Accounts, Maritz abstract The lines are blurred. The cable industry has moved into a new,

More information

Best in Class Customer Retention

Best in Class Customer Retention Take your business to the next level Best in Class Customer Retention A 5% Improvement Can Double Your Bottom Line Profits Free Sales and Marketing Audit Call 410-977-7355 Lead Scoring, Prioritization,

More information

Customer Engagement Platform. Engage your audience in cross-channel conversations

Customer Engagement Platform. Engage your audience in cross-channel conversations Customer Engagement Platform Engage your audience in cross-channel conversations Customer Engagement Platform Engage Audiences Across Web, Email, Mobile and Social Today audiences are crossing digital

More information

How Big Data is Transforming Marketing into a Strategic Function

How Big Data is Transforming Marketing into a Strategic Function How Big Data is Transforming Marketing into a Strategic Function The challenges are equal only to the opportunities. Savvy companies that capitalize on big data and change the way they sell can earn more

More information

Better Sales Leads and Conversion Rates in a 360-Degree World

Better Sales Leads and Conversion Rates in a 360-Degree World Growth Services Selling Power: Better Sales Leads and Conversion Rates in a 360-Degree World Better Sales Leads and Conversion Rates in a 360-Degree World THE LEADERSHIP CHALLENGE: A WEALTH OF DATA Today,

More information

DEVELOPMENT STRATEGIES FOR CUSTOMER RELATIONSHIP MANAGEMENT SOLUTIONS

DEVELOPMENT STRATEGIES FOR CUSTOMER RELATIONSHIP MANAGEMENT SOLUTIONS DEVELOPMENT STRATEGIES FOR CUSTOMER RELATIONSHIP MANAGEMENT SOLUTIONS Angela Daniel, Getronics, Business Solutions and Consulting, angela.daniel@getronics.com Dr. Binshan Lin, Louisiana State University

More information

How2Guide. How Marketers Can Tap into Customer Data to Improve Customer Profitability and Campaign Effectiveness

How2Guide. How Marketers Can Tap into Customer Data to Improve Customer Profitability and Campaign Effectiveness How2Guide How Marketers Can Tap into Customer Data to Improve Customer Profitability and Campaign Effectiveness How Marketers Can Tap into Customer Data to Improve Customer Profitability and Campaign Effectiveness

More information

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material,

More information

POWER YOUR ECOMMERCE BUSINESS

POWER YOUR ECOMMERCE BUSINESS ebook POWER YOUR ECOMMERCE BUSINESS With Referral Marketing Did you know that customers are 4 times more likely to buy when referred by a friend? Learn how to launch a successful ecommerce referral marketing

More information

Retail / E-commerce. Turning Big Data (and Little) Into Actionable Intelligence and Customer Profitability. Case Study ebook. Unlocking Profitability.

Retail / E-commerce. Turning Big Data (and Little) Into Actionable Intelligence and Customer Profitability. Case Study ebook. Unlocking Profitability. shop shop shop shop Retail / E-commerce Turning Big Data (and Little) Into Actionable Intelligence and Customer Profitability Part 3 in a series of 5 ebooks on intelligent customer engagement Case Study

More information

THE VALUE OF A BRAND MARKETING SERVICES

THE VALUE OF A BRAND MARKETING SERVICES THE VALUE OF A BRAND MARKETING SERVICES Doesn t it seem like everything and everyone is trying to be a brand these days? Brand building is stock-in-trade for iconic companies like Coca-Cola, P&G and Nike,

More information

THE B2B FULL-FUNNEL MARKETER S HANDBOOK

THE B2B FULL-FUNNEL MARKETER S HANDBOOK THE B2B FULL-FUNNEL MARKETER S HANDBOOK Brand Awareness Content Engagement & Education Lead Generation & Sales Conversions The B2B Full-Funnel Marketer s Handbook For business-to-business marketers, the

More information

Best Practices for Relationship Marketing

Best Practices for Relationship Marketing WebTrends 851 SW 6th Ave., Suite 600 Portland, OR 97204 1.503.294.7025 1.503.294.7130 fax US Toll Free 1-877-WebTrends (1-877-932-8736) WebTrends Sales 1.888.932.8736 sales@webtrends.com Europe, Middle

More information

The 2014 State of Enterprise Social Marketing Report

The 2014 State of Enterprise Social Marketing Report The 2014 State of Enterprise Social Marketing Report Results from Q1 2014 Commissioned study conducted by Forrester Consulting on behalf of Spredfast. Executive Summary In Q1 of 2014, Spredfast commissioned

More information

CONTACT CENTER PERFORMANCE ASSURED

CONTACT CENTER PERFORMANCE ASSURED CONTACT CENTER PERFORMANCE ASSURED DELIVER CUSTOMER EXPERIENCE WITHOUT COMPROMISE envisioninc.com HISTORY OF INNOVATION It s terrific that these products are on one platform from a single vendor it has

More information

OMNI-CHANNEL MARKETING. Top 9 Questions

OMNI-CHANNEL MARKETING. Top 9 Questions OMNI-CHANNEL MARKETING Top 9 Questions TABLE OF CONTENTS 2 3 5 7 8 9 10 11 12 13 14 15 16 Table of Contents Introduction Top 9 Questions How does omni-channel differ from multi-channel marketing? Why is

More information

Best 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 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 information

The Eight Dimensions of Customer Experience for Financial Services

The Eight Dimensions of Customer Experience for Financial Services WHITE PAPER: FINANCIAL SERVICES The Eight Dimensions of Customer Experience for Financial Services OCTOBER 2007 Table of Contents Executive Summary SECTION 1 2 Financial Institutions Shift Their Focus

More information

Real-Time Marketing, Dynamic Creative Optimization. Understanding the Intersection of Data, Media and Big Creative

Real-Time Marketing, Dynamic Creative Optimization. Understanding the Intersection of Data, Media and Big Creative ` Real-Time Marketing, Dynamic Creative Optimization & the Empowered Marketer Understanding the Intersection of Data, Media and Big Creative Online media, paired with an influx of data sources, has made

More information

SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014

SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014 SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014 Our Understanding The rise of social media has transformed the way citizens engage with their government. Each day, nearly 2 billion people talk about and

More information

Sample Strategy Maps. Best Practice Strategy Maps

Sample Strategy Maps. Best Practice Strategy Maps Sample Strategy Maps Best Practice Strategy Maps Software Company Strategy Map Increased Shareholder Value Leader in Strategic Markets Diversify Revenue Streams Predictable Profitability Intimacy ebusiness

More information

WHITE PAPER. Managed Engagement: Transforming the Customer Experience

WHITE PAPER. Managed Engagement: Transforming the Customer Experience WHITE PAPER Managed Engagement: Transforming the Customer Experience CONTENTS Synopsis Part 1: It s a New World Part 2: Redefining Customer Service Strategies Part 3: What is a Managed Engagement Center?

More information

57% 30% 5.4 Stakeholders 53% 97% Customers are. Reps only retain. Average B2B purchase decisions have

57% 30% 5.4 Stakeholders 53% 97% Customers are. Reps only retain. Average B2B purchase decisions have Average B2B purchase decisions have 5.4 Stakeholders Customers are 57% through the buying process before they talk to the supplier Reps only retain 30% of training information within 1 week Cold calls

More information

to Maximize Return on Investment with Marketing Automation

to Maximize Return on Investment with Marketing Automation 4 Ways to Maximize Return on Investment with Marketing Automation 4 Ways to Maximize Return on Investment with Marketing Automation The Challenge: Maximising the time and money you invest in the online

More information

Revitalizing Your CRM Initiative. Why the Need to Revitalize?

Revitalizing Your CRM Initiative. Why the Need to Revitalize? Revitalizing Your CRM Initiative In this three article series, we re considering a few of the most relevant Customer Relationship Management (CRM) practices that can impact the effectiveness of small and

More information

EMPLOYER BRAND. THREE EMPLOYER BRAND IMPERATIVES TO STRENGTHEN YOUR EMPLOYER BRAND. strengthen employer brand engage people cut the cost of talent

EMPLOYER BRAND. THREE EMPLOYER BRAND IMPERATIVES TO STRENGTHEN YOUR EMPLOYER BRAND. strengthen employer brand engage people cut the cost of talent EMPLOYER BRAND. THREE EMPLOYER BRAND IMPERATIVES TO STRENGTHEN YOUR EMPLOYER BRAND. strengthen employer brand engage people cut the cost of talent Authenticity is the new paradigm. Authenticity is the

More information

Managing the Customer Experience by Measuring the Impact Payoff

Managing the Customer Experience by Measuring the Impact Payoff W E B C A S T S E R I E S Managing the Customer Experience by Measuring the Impact Payoff April 24, 2013 2pm to 3pm EDT Featured Speakers Gael Lundeen Vice President Customer Experience Dennis Fitzgerald

More information

paragyte Whitepaper The Significance of CRM in Retail Industry

paragyte 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 information

McBDC Business Development & Consultancy Services Co.Ltd 1

McBDC Business Development & Consultancy Services Co.Ltd 1 2013 McBDC Business Development & Consultancy Services Co.Ltd Customer Experience Management (CEM) Customer Loyalty Programs, Mar, 2013 McBDC Business Development & Consultancy Services Co.Ltd 1 CONTENT

More information

Introducing the. Logicalis Communication and Collaboration Transformation Journey. Extend and Enhance Your Ability to Collaborate

Introducing the. Logicalis Communication and Collaboration Transformation Journey. Extend and Enhance Your Ability to Collaborate Introducing the Logicalis Communication and Collaboration Transformation Journey The business world isn t just changing it s accelerating. Things are moving faster than ever before on an unprecedented

More information

Customer loyalty is hard to come by: Technology is the answer

Customer loyalty is hard to come by: Technology is the answer Customer loyalty is hard to come by: Technology is the answer CARD LINKED MARKETING Gone are the days when a customer would stay with the same bank for 20+ years, taking out mortgages, loans and making

More information

Measuring the Effectiveness of Your Content Marketing

Measuring the Effectiveness of Your Content Marketing Measuring the Effectiveness of Your Content Marketing 1 Measuring the Effectiveness of Your Content Marketing A 5-Step Process to Prove Value and Grow Your Business Measuring the Effectiveness of Your

More information