Title. The Customer Experience Imperative
|
|
- Georgina Cross
- 8 years ago
- Views:
Transcription
1 Delivering Positive Student Experiences Daniel Harrison Director, Higher Education - Australia Title 2007 RightNow Technologies, Inc. The Customer Experience Imperative 99% are likely to recommend your business after a positive customer experience. 80% have quit doing business after a negative experience 20% will never return. Internet driving direct company interactions Consumer expectations increasing Limited barriers to switching organisations Increased competition Harris Interactive, Customer Experience Report, March
2 The Core of a Great Experience is Knowledge Knowledge at the point of action right knowledge, right place, right time RightNow s Breakthrough Approach Improve constituent experience while reducing costs Follow 8 proven steps to success Software as a service reduces risk Highly modular solution focus on areas with highest impact first Immediate results from Day1 2
3 8 Steps to Great Constituent Experiences 1. Establish a knowledge foundation 2. Empower constituents 3. Empower frontline employees 4. Offer multi-channel choice 5. Listen to your constituents 6. Design seamless experiences 7. Engage proactively 8. Measure and improve continuously 1 Establish a Knowledge Foundation Constituents want complete, accurate and relevant answers The core of a positive constituent experience is knowledge TM Accumulate complete constituent history Infuse business knowledge to drive positive, profitable interactions Self-learn from every constituent interaction Anticipate constituent needs and questions 21 patents granted and pending iknow Intuitive Knowledge Foundation Artificial intelligence optimises answer prediction, searching and resolution 3
4 2 Empower Your Constituents Constituents want immediate and easy access to knowledge Service is most critical moment of truth Increase constituent satisfaction Reduce s 30%-50% Reduce or automate phone calls 10%-30% Promote collaboration Web self-service Predictive Voice self-service Speech recognition 12 applications: contact management, application status, knowledge access, surveys etc. Online communities 3 Empower Frontline Employees Constituents want immediate assistance and resolution Real-time access to needed information Increase frontline efficiency Reduce call durations Reduce training time Reduce escalations Smooth transfers across departments and channels Single incoming/outgoing communications and feedback student record Intelligent workspace Multi-channel, cross-department interaction history Integrations for ERP data etc. Process-specific workflows Embedded knowledge base 4
5 4 Offer Multi-Channel Choice Constituents want you to be easy to do business with. Offer choice and convenience Provide constituents interaction options across many channels Leverage lower cost channels Use common knowledge foundation for consistency and efficiency Multi-channel solution Web: self-service, profile, registrations, surveys, etc. Forums: online communities Voice: call center and voice self-service inbound and outbound Chat: proactive and customer-initiated 5 Listen to Your Constituents Constituents want their voices heard and action taken. Learn what constituents are thinking Capture and act on feedback Continuous process improvement Grow knowledge foundation Feedback management Constituent satisfaction monitoring Complaint management Programme enhancements Staff feedback Event-triggered surveys Web, , voice Rules route for follow-up action Automated reporting and dashboards 5
6 6 Design Seamless Experiences Constituents want to explain themselves only once. Provide transparent crossdepartmental experiences Ensure smooth hand-off s between departments Instill confidence by presenting coordinated transitions Constituent Experience Designer Full suite service, recruitment, marketing, and feedback Graphical workflow engine for customer-initiated processes o Service incident creation o Opportunity engagement o Lead creation o Online registration and more Single view of constituent 7 Engage Proactively Constituents want personal and relevant interactions. Leverage knowledge to segment constituents and their experiences All inbound and outbound communications context sensitive Proactively notify constituents of relevant programs and status alerts Present relevant content and increase institutional loyalty Intelligent campaign management Multi-channel and event-triggered campaigns Constituent segmentation & analytics Proactive communications Offer Advisor to up and cross-sell 6
7 8 Measure and Improve Continuously Constituents want an organisation that adapts to them Strongly Strongly Agree Neutral Disagree Evaluate your key moments of Business Assessment Agree Disagree (4) (3) (2) (5) (1) truth Customer Experience Level 1: Fundamentals Baseline your constituents Our customers are empowered to help themselves online and over the phone. perception of how you are doing We offer helpful and continuously updated online support. Identify gaps, prioritise, and act Customers have access to track and view their interactions (order history, account status, etc.) Measure continuously Customers can easily create, update and manage their personal information and account. Build student loyalty and We make it fast and easy for customers to reach a live employee when desired. advocacy Customers can contact us via three or more channels. Score RightNow Analytics Industry-specific best practices Continuous improvement recommendations Customer Success Index Customer Experience Scorecard Our agents have a single view of all customer service interactions regardless of channel. We allow customers to interact online in the language of their choice. When a customer calls us, we know they also just ed us regarding the same question. Incoming cases/incidents are smoothly routed or escalated to the best-suited agent or manager. Regardless how customers contact us, they will receive the same answer to the same question RightNow Can Get You There Deliver superior experiences, while reducing costs iknow Customer knowledge foundation Frontline Action Applications Purpose-built for the customer Day1 Advantage Starts with results and builds on success 1,900 customers 7
8 What about the Student Lifecycle? HIGHER EDUCATION STUDENT LIFECYCLE Deposit Suspect Prospect Applicant Enroll 1 st Subject year Graduate paid Re-Enroll Recent graduate 5-year reunion 10-year reunion Major gifts Prospective Current Alumni / Development Prospective Students Recruit Better quality students Recruit more students Quantify campaign results for analysis Current Students Better management of student communications Handle an increasing number of student enquiries with no additional staff Increase the Student Retention rate Alumni / Development Convert graduates into post-graduate students Manage Alumni network Better leverage of corporate relationships Asia-Pacific RightNow Clients in Education 8
9 RightNow Customers Set the Standard RightNow Customers Dominate Gartner CRM Excellence Awards 9
10 Bigpond wins Industry Awards Contact Centre of the Year Global Reviews Centre of the Year Global Reviews ISP Contact Centre of the Year Global Reviews ISP Centre of the Year Global Reviews Industry Endorsements 10
11 RightNow Technologies has a proven track record for providing quality CRM solutions and excellent service and thus should be at the top of every higher education institution s CRM shortlist. RightNow s robust, flexible, and quick to deploy solution supports great constituent experiences across the student lifecycle to attract applicants, retain active students, and maintain quality relationships with alumni. Nicole Engelbert Datamonitor 11
Sage CRM. Communicate, Collaborate, Compete with Sage CRM
Sage CRM Communicate, Collaborate, Compete with Sage CRM FEATURES AT-A-GLANCE FOR ALL USERS Easy to use with fresh look and feel Fully customisable interactive dashboard End-user personalisation of interface
More informationCRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty
CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and
More informationIntelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight
R Intelligent Contact Management with Flexible cloud services from VoltDelta >> >> >> Contact centre Self service Customer insight Contact centre out of the cloud Intelligently manage every contact channel
More informationBuilding Your CRM Short List: What You Need to Know Before You Buy
Building Your CRM Short List: What You Need to Know Before You Buy Nov. 28, 2007 Moderator: Matt Villano, senior contributing editor, Campus Technology Introduction Agenda Building your CRM shortlist:
More informationCONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization
CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All
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 informationDelivering the Ideal Customer Experience. Pega CRM Solutions for Financial Services Institutions
Delivering the Ideal Customer Experience Pega CRM Solutions for Financial Services Institutions Gartner and Forrester rank Pegasystems as a leader in CRM for one very good reason Pega delivers the most
More informationOPTIMISING THE MULTI-CHANNEL AGENT DESKTOP: EMPOWER YOUR CUSTOMERS AND FRONTLINE EMPLOYEES
OPTIMISING THE MULTI-CHANNEL AGENT DESKTOP: EMPOWER YOUR CUSTOMERS AND FRONTLINE EMPLOYEES 2010 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies
More informationAn Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking
An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy
More informationNEC Contact Centres (Genesys)
Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats
More informationDeliver a Superior Customer Experience. a social one.
Social CRM Technology perspective on Business.. or the other way around? Daniel Burian CRM Presales Manager, Central Europe Deliver a Superior Customer Experience. a social one. As
More informationCustomer Experience in a Relationship Economy. Frank Sherlock Senior Vice President and Managing Director Convergys
Customer Experience in a Relationship Economy Frank Sherlock Senior Vice President and Managing Director Convergys Convergys Corporation A Global Leader in Relationship Management Worldwide Capabilities
More informationPatient 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 informationExceptional Customer Service
Exceptional Customer Service Deliver fast, efficient customer service Winning a new customer is only the beginning of what should be a long and profitable relationship. But keeping customers happy means
More informationcustomer interaction solutions Contact Centres that Enhance Customer Engagement
customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.
More information5Ways. to Put Your CRM Data to Work. for You and Your Customers
5Ways to Put Your CRM Data to Work for You and Your Customers Customer Relationship Management (CRM) solutions are becoming increasingly prevalent in today s organizations to collect and manage information
More informationModule. Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform
Module Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform Delight your customers by providing them with highly effective and consistent call center experiences. Your customers
More informationModule. Aperio TM Branch Platform For Signature A Component of Aperio Operational CRM Platform
Module Aperio TM Branch Platform For Signature A Component of Aperio Operational CRM Platform Now you can exceed customer expectation and remove process roadblocks to focus on profit, while accelerating
More informationBanking. Using collaborative customer knowledge to increase operational efficiency while retaining loyal, profitable customers
Banking Using collaborative customer knowledge to increase operational efficiency while retaining loyal, profitable customers In today s challenging global economy, strengthening customer relationships
More informationDOCUMATION S CUSTOMER SERVICES SOLUTION
Documation s Customer Services Solution Documation is a leading provider of document-centric workflow and content management software, delivering services and solutions to businesses and organisations
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 informationRETAILERS INCREASE RETAIL PROFITS BY TRANSFORMING CUSTOMER SERVICE CUSTOMER SERVICE IMPERATIVES
RETAILERS CUSTOMER SERVICE IMPERATIVES INCREASE RETAIL PROFITS BY TRANSFORMING CUSTOMER SERVICE EXECUTIVE SUMMARY Streamlining and improving the customer service experience has been proven to increase
More informationMicrosoft Dynamics CRM for Financial Services. Making customers the heart of your business.
Microsoft Dynamics CRM for Financial Services Making customers the heart of your business. In today s competitive financial services market the focus is the customer making sure the customer is at the
More informationStudent Lifecycle Journey
Student Lifecycle Journey Richard Green richard.green@microsoft.com @rich_jg Higher Education Lead, Microsoft UK Universities must adapt to the new student journey Prospect Applicant Student Alumni Your
More informationTargeted Marketing Effectiveness
Targeted Marketing Effectiveness Plan, execute and measure your campaigns An invaluable tool for marketers, helps you to plan, execute, and measure the success of every marketing campaign. It becomes much
More informationDOCUMATION S SELF-SERVICE PORTAL
Documation is a leading provider of document-centric workflow and content management software, delivering services and solutions to businesses and organisations in the UK, Europe and around the world.
More informationTOP 5 CRM SOFTWARE SUPPLIERS GUIDE 2012
TOP 5 CRM SOFTWARE SUPPLIERS GUIDE 2012 1. CLICKHQ BY CLICK INNOVATION CLOUD BASED CRM SOFTWARE FOR SMALL BUSINESS Overview Designed, developed and supported in the UK by people who have built and run
More informationBest Practices in Optimizing Member & Donor Engagement and Support
Best Practices in Optimizing Member & Donor Engagement and Support June 2, 2011 RightNow Technologies, Inc. Agenda and Presenters Welcome Industry Challenges Solution Overview Case Examples Question and
More informationUsing Analytics to Improve Your Interactions with Customers
Consulting Using Analytics to Improve Your Interactions with Customers By Mike McGuirk, Consulting Services Using Analytics to Improve Your Interactions with Customers The use of customer analytics across
More informationSolutions overview. Inspiring talent management. Solutions insight. Inspiring talent management
Solutions overview Inspiring talent management Solutions insight Inspiring talent management Inspiring talent management Intuitive technology that people love to use Lumesse is the only global company
More informationCreating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.
Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology
More informationOmni-Channel Contact Centre
Omni-Channel Contact Centre Empower your agents and delight your customers with a seamless Omni-Channel experience Omni-Channel Contact Centre Email Management Web Chat Software Social Media Customer Service
More informationCONTACT CENTER SOLUTIONS
BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your
More informationLead Management CRM Marketing Automation Powerful. Affordable. Intuitive. gold-vision
Unify your communications with Gold-Vision, a fully featured CRM solution with customer Contact, Sales, Marketing, Projects and Events. Gold-Vision stands out from the crowd with interactive dashboard
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 informationSage CRM Focused Sales Management
Sage CRM Focused Sales Management Equipping your sales team with the complete customer information and the necessary tools to enable them to do their job effectively is very important. Sage CRM empowers
More informationCUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES
CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES Chapter 1: Introduction to CRM Selected definitions of CRM 1 CRM is an information industry term for methodologies, software, and usually Internet
More informationCONSTITUENT RELATIONSHIP MANAGEMENT: PEOPLESOFT CRM 9.1 FOR HIGHER EDUCATION
CONSTITUENT RELATIONSHIP MANAGEMENT: PEOPLESOFT CRM 9.1 FOR HIGHER EDUCATION Colleges and universities continue to experience unprecedented challenges: increased expectations from their constituents for
More informationCincom Synchrony. Cincom Synchrony. Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM
Cincom Synchrony Cincom Synchrony Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM Restore the intimacy Today s customers are more sophisticated and demanding than ever,
More informationContact Center Solutions
OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset
More informationConsumer Goods. itouch Vision s CRM for
itouch Vision s CRM for Consumer Goods This document gives an overview of itouch Vision s Cloud CRM for consumer goods and discusses the different features and functionality. For further information, about
More informationContact Center Trends and Future
Contact Center Trends and Future The Dynamic Contact Center Keith Pearce & Tamal Islam Consistent experience Internet integration Limit hold times Customer Experience New channels web, chat, SMS Differentiated
More informationCloud CRM. Scalable solutions for enterprise deployment
Cloud CRM Scalable solutions for enterprise deployment Simplicity in a complex world Finding, attracting, winning and retaining customers is the lifeblood of every business. But building a scalable, integrated
More informationSee What's Coming in Oracle Service Cloud
bu See What's Coming in Oracle Service Cloud Release Content Document August 2015 TABLE OF CONTENTS ORACLE SERVICE CLOUD AUGUST RELEASE OVERVIEW... 3 WEB CUSTOMER SERVICE... 4 Oracle Service Cloud Community
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 informationOptimize Sales Order Management with Enterprise Content Management
OpenText Solution Brief OpenText ECM Suite for SAP ECM for Sales Order Management by OpenText Objectives Solution Benefits Quick Facts Optimize Sales Order Management with Enterprise Content Management
More informationPredictive Marketing for Banking
Tony Firmani Predictive Analytics Solution Architect Predictive Marketing for Banking Business Analytics software Session Overview Data Drives Decisions Applying Predictive Analytics Throughout Entire
More informationCall Center Glossary. Call Center Resources
Call Center Resources Call Center Glossary after-call work (ACW) The work that an agent completes after a call ends. It can include entering activity codes, completing forms or sending an outbound communication.
More informationFocused Sales Management
Focused Sales Management Make the most of every sales opportunity. directs your sales efforts towards the most profitable, most winnable deals, and helps you make the most of cross-selling and upselling
More informationLeapfrog customer experience management with omni-channel communications
Leapfrog customer experience management with omni-channel communications Fast Facts on Present-day TRENDS Today s customers are empowered by the internet, social media and mobile technologies. They reach
More informationThe Role of Customer Relationship Management (CRM) Solutions for Financial Services Wholesalers
Whitepaper The Role of Customer Relationship Management (CRM) Solutions for Financial Services Wholesalers Account Managers Product Managers Channel Managers Table of Contents The opportunity...3 CRM:
More informationGUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER
GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER A STEP-BY-STEP PRIMER TO HELP YOU SELECT THE RIGHT SOLUTION FOR YOUR SMALL TO MIDSIZE BUSINESS GUIDE TO PURCHASING THE RIGHT PHONE SYSTEM FOR YOUR
More informationTechnology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Today s Contact Center
Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Niren Sirohi, Ph.D. Vice President, Predictive Analytics PAGE 2 Have you ever felt that you are usually
More informationWHITEPAPER. Outsourced Service Providers. 5 Ways to Differentiate Your Service Offering8
WHITEPAPER Outsourced Service Providers 5 Ways to Differentiate Your Service Offering8 2013 egain Corporation. All rights reserved. Visit egain on the web at www.egain.com Outsourced Service Providers
More informationcustomer care solutions
customer care solutions from Nuance white paper :: Proactive Notifications for the Utilities Industry A Nuance Customer Care White Paper introduction For today s utilities the old ways of doing business
More informationCustomer Experience: Essential Requirements for Company Profitability and Competitive Success
Customer Experience: Essential Requirements for Company Profitability and Competitive Success By Dr. Natalie Petouhoff TABLE OF CONTENTS Executive Summary...1 Economic Imperative of Focusing on the Customer
More informationSage CRM. Communicate, Collaborate, Compete with Sage CRM
Sage CRM Communicate, Collaborate, Compete with Sage CRM CRM - Customer Relationship Management - is more than just a software application. It is a business solution for all customer-centric processes.
More informationUltracomms Cloud Solutions
Ultracomms Cloud Solutions Ultracomms Ethos As the first cloud contact centre service provider in Europe, and a supplier of Enterprise PCI DSS solutions, Ultracomms has been providing outbound, inbound
More informationSOLUTION BRIEF: Insurance Give Policyholders Seamless Experiences Provide the Right Help for Satisfying Outcomes
SOLUTION BRIEF: Insurance Give Policyholders Seamless Experiences Provide the Right Help for Satisfying Outcomes Global economic uncertainty, new regulations and growth of digital technologies have created
More informationMitel MiContact Center Enterprise & Business
Mitel MiContact Center Enterprise & Business For The MiVoice Business Platform Strengthen customer relationships while protecting the bottom line Your contact center is the primary interface to your organization,
More information10 ACD/CRM Questions Answered. Table of Contents
10 ACD/CRM Questions Answered Table of Contents INTRODUCTION 1 1) What are the basics? 1 2) We already have integrated our ACD with a CRM...Haven t we? 1 3) What Can I Expect for CRM Availability Beyond
More informationIt s a Mad, Mad, Mad Multichannel World!
It s a Mad, Mad, Mad Multichannel World! Best Practices for Engaging Customers with Multiple Service and Support Channels A White Paper by Executive Summary Multichannel service, the availability of several
More informationSIEBEL CONTACT CENTER AND SERVICE APPLICATIONS
SIEBEL CONTACT CENTER AND SERVICE APPLICATIONS Deliver a great customer experience that sets you apart, improves efficiency and drives profitability with Oracle s Siebel Contact Center and Service applications.
More informationTEAM WORKFLOW MANAGEMENT SYSTEM
TEAM WORKFLOW MANAGEMENT SYSTEM TEAM Workflow Management Small and Medium businesses are the builders, of any rising economy, they share more than 90% of GDP worldwide, Enhancement of internal business
More informationNavsya Technologies Pvt. Ltd. BlueChilli CRM
Navsya Technologies Pvt. Ltd. BlueChilli CRM Solution Agenda What is CRM? CRM SFA Overview System Features Sample Screenshots What Is CRM? How does it differ from simple contact management? Customer Facing
More informationBest Practices Brochure. Optimizing Multichannel Environments Improve the Customer Experience and Profitability
Best Practices Brochure Optimizing Multichannel Environments Improve the Customer Experience and Profitability The Right Channel Shifting customer service to lower-cost channels is necessary to maintain
More informationMarketing Automation with Microsoft Dynamics
Marketing Automation with Microsoft Dynamics Deliver impactful marketing campaigns and consistent communications with Microsoft Dynamics CRM for Marketing Provide marketing professionals with robust data
More informationLuis Melo Head of CRM/CX. Capventis. Policy Automation. Knowledge Management. Field Service Management. Web Customer Service
Luis Melo Head of CRM/CX MARKETING CLOUD Capventis COMMERCE CLOUD SERVICE CLOUD SALES CLOUD SOCIAL CLOUD Web Customer Cross Channel Policy Automation Field Cloud Platform MARKETING CLOUD COMMERCE CLOUD
More informationGraduating CRM Beyond Pipeline Management CRM
Graduating CRM Beyond Pipeline CRM Graduating CRM Beyond Pipeline Graduating CRM Beyond Pipeline So you ve got your CRM deployment running smoothly. Congrats to you! If you re like most of our customers,
More informationExceptional Customer Service
Exceptional Customer Service Deliver fast, efficient customer service Winning a new customer is only the beginning of what should be a long and profitable relationship. But keeping customers happy means
More informationDriving 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[ know me ] A Strategic Approach to Customer Engagement Optimization
[ know me ] A Strategic Approach to Customer Engagement Optimization A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical
More informationA Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper
A Strategic Approach to Customer Engagement Optimization A Verint Systems White Paper Table of Contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business
More informationIBM Global Business Services Microsoft Dynamics CRM solutions from IBM
IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and
More informationFocused sales management
Focused sales management Make the most of every sales opportunity Sage CRM directs your sales efforts toward the most profitable, most winnable deals and helps you make the most of cross-selling and upselling
More informationEnhancing Business Performance Through Innovative Technology Solutions
Enhancing Business Performance Through Innovative Technology Solutions Contact Center = Customer Experience FIELD SERVICE Customer Service BACK OFFICE CONTACT CENTER BRANCH OFFICE Help Desk HR Finance
More informationCRM (Constituent Relationship Management) Software Purchase
June 24, 2015 TO: FROM: RE: THE DISTRICT BOARD OF TRUSTEES of Valencia College SANFORD C. SHUGART President CRM (Constituent Relationship Management) Software Purchase Valencia College currently uses Ellucian
More informationFive steps to improving the customer service experience
Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use
More informationManaging all your customer interactions Ambit CustomerConnect
RETAIL BANKING Customer Management Human. PRODUCT SHEET Managing all your customer interactions Ambit CustomerConnect SunGard s Ambit CustomerConnect provides banks with an integrated, centralized solution
More informationIts all about the Customer Experience CX
Its all about the Customer Experience CX A Good IVR Delivers a Great CX Knows who you are Caters to your preferences Anticipates your needs Respects your time Serves you quickly! 2 People Don t Hate Automation
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 informationCustomer Contact Center Benchmarking Results Executive Summary
Customer Contact Center Benchmarking Results Executive Summary XYC Company SAP Value Engineering Agenda. Executive Summary. Company Baseline, Metrics and Performance Drivers. Best Practices 4. Participant
More informationUnify your service data for a 360 O view of your business. ALLIANCE. Business Intelligence
Unify your service data for a 360 O view of your business. ALLIANCE Business Intelligence A fully integrated solution to help you optimize your overall Service Lifecycle Management strategy. The Astea
More informationChat Enhancements Optimize Customers Web Experience
Chat Enhancements Optimize Customers Web Experience Brands Realize Significant Benefits When Providing Automated Web Chat Support for Online Customers Executive Summary Chat, an effective interactive web
More informationWhy Business Intelligence is Mission Critical for Winning Against Your Competition. By Stan Cowan Senior Solutions Marketing Manager
White Paper Business Intelligence Why Business Intelligence is Mission Critical for Winning Against Your Competition By Stan Cowan Senior Solutions Marketing Manager Why Business Intelligence is Mission
More informationSAP CUSTOMER RELATIONSHIP MANAGEMENT. Solution Overview
Solution Overview SAP CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMER RELATIONSHIP MANAGEMENT AS A BUSINESS STRATEGY IS CHANGING 2 With SAP CRM, we optimized our sales resources, reduced administrative costs,
More informationA Single View of the Constituent:
A Single View of the Constituent: Opportunities for CRM in Government Nicole Engelbert Washington, DC November 8, 2007 quality data expert analysis innovative delivery Agenda There is a compelling argument
More informationCX: HARNESSING THE CONSUMER REVOLUTION
CX: HARNESSING THE CONSUMER REVOLUTION This is every executive s worst nightmare. Not only is the customer unhappy and likely never to come back again, but he s telling a few thousand people on Twitter
More informationThe Omni-Channel Customer Experience. Blair Pleasant - COMMfusion Art Rosenberg - Unified View Don Van Doren - UniComm Consulting
The Omni-Channel Customer Experience Blair Pleasant - COMMfusion Art Rosenberg - Unified View Don Van Doren - UniComm Consulting Contact Center Trends Sourcing options increasing cloudiness New capabilities
More informationAccording to Gartner Inc., a leading information technology consulting
2 The Development of the Real-Time Contact Center According to Gartner Inc., a leading information technology consulting company, a contact center is a multichannel and multipurpose (sales, marketing,
More informationSponsored by. Contact Center Analytics Empower Enterprises
Sponsored by Contact Center Analytics Empower Enterprises Table of Contents Executive Summary... 1 The Changing Mission of Contact Centers... 1 Contact Center Goals... 1 Contact Center Analytics... 2 What
More informationBuilding Loyalty in a Web 2.0 World
Building Loyalty in a Web 2.0 World A Consona CRM White Paper By Nitin Badjatia, Enterprise Solutions Architect Over the last decade, a radical shift has occurred in the way customers interact with the
More informationCreating Value through Enrolment CRM at HE Institutions. Winning strategy to increase enrolments
Creating Value through Enrolment CRM at HE Institutions Winning strategy to increase enrolments Table of Contents Introduction... 3 CRM Adoption in HE Institutions... 4 Need of CRM in HE Institutions...
More informationGOVERNMENT. Citizen Interaction and Case Management:
GOVERNMENT Citizen Interaction and Case Management: Improving Government Operations and the Delivery of Citizen and Business Services with CRM Solutions Improving Citizen Interaction and Case Management
More informationUse Your Contact Center to Build a Better Customer Experience
SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Use Your Contact Center to Build a Better Customer Experience Engage your customers across all points of contact Engage your
More informationUsing a Multichannel Strategy to Deliver an Exceptional Customer Experience
Using a Multichannel Strategy to Deliver an Exceptional Customer Experience 10 things to consider when building a multichannel strategy to improve the customer experience Jesús Hoyos CRM industry analyst,
More informationSolve Your Toughest Challenges with Data Mining
IBM Software Business Analytics IBM SPSS Modeler Solve Your Toughest Challenges with Data Mining Use predictive intelligence to make good decisions faster Solve Your Toughest Challenges with Data Mining
More informationUsing Voice Self-Service to Enhance the Customer Experience for Health Care Insurance Companies
Using Voice Self-Service to Enhance the Customer Experience for Health Care Insurance Companies Table of Contents I. Executive Summary...1 II. Building a Culture Dedicated to Providing an Outstanding Customer
More information