PROPOSITION. Store Call Management: Driving enhanced multi-channel service. Proven expertise, tailored solutions
|
|
- Doreen West
- 8 years ago
- Views:
Transcription
1 PROPOSITION : Driving enhanced multi-channel service Proven expertise, tailored solutions
2 2 Proposition : Driving enhanced multi-channel service Managing the omni-channel challenge As customer expectations rise, the role of stores is changing compounded by the growth of online and mobile retail. As a result of this, the queries coming into stores are changing at a time when the cost effectiveness of store operations has never been more under the spotlight. Rather than a challenge, this presents a significant opportunity to retailers to centralise store call activity release store based staff to service customers and provide a platform for significant service enhancement, insight, revenue retention and cost reduction. Nature of Calls When the nature of typical calls received by stores are considered, the opportunities for improvement (and benefits of centralisation) are clear: Store enquiries A significant percentage of calls will relate to details such as Where is my nearest store? and What are the opening times. Options exist to automate the response to a number of these, using speech recognition to confirm a postcode or leveraging the Caller Line ID (CLID) and respond with the nearest store and directions automatically. This can then be enhanced through offering to send an or SMS the details to the customer s mobile phone. Alternatively, speech analytics and customer insight can be used to identify key related queries and ensure that web channels are updated with the correct information negating the need for customer to calls. I do everything on my phone as a lot of people do. Mark Zuckerburg, Facebook Chief Executive Finally, the contact can be used to secure a sale either by promoting the URL of the website (outside of opening hours) or actually allowing the customer to order over the phone either through an automated channel or by speaking to a representative. Product enquiries A number of enquiries will concern products relating to a stock position, price confirmation or even a complaint. Again, options exist to automate this through online stock visibility including nearest stock information. This can also be enabled through automated voice channels although it is recommended that this be focussed on top query lines. Alternatively, speech analytics and customer insight can be used to target focus of both online and in-store stock availability towards those lines generating most contacts. This can be expanded to cover quality related contacts and even used to generate automated messaging on key promotional items out of stock.
3 3 Proposition Finally, the contact can be used to secure a sale most typically through the offer to order or reserve on all stock or price queries. Additionally, bundling can be used by agents to offer relevant items relating to the key queried item. Sale enquiries Where discounting and sale activity forms a key strategic component, a number of queries will be received relating to price differences or changes be they differences between channels and stores; or clarification on whether an item is included in a promotion and when a sale commences. In this case, options to automate are limited although it can be used to address significant mis-pricing issues causing customer confusion. Nature of Calls When the nature of typical calls received by stores are considered, the opportunities for improvement are clear: Store Enquiries Product Enquiries Sale Enquiries Expert Enquiries Speech analytics and customer insight can be used to avoid a number of these contacts provided it is leveraged rapidly and information and updates are fed back into an appropriate channel which could include social media. Finally, the contact can again be used to secure a sale with the potential for an agent to reserve a product against a future promotional price (if known) or to capture the opportunity for the customer to be contacted when the promotion commences. Expert enquiries Where the products being offered are complex or relate to a specific project or activity, a number of calls will relate to customers requesting expert advice including How do I.? and What do I need to do?. Whilst more challenging, options still exist to automate such as access to answers for the Top 5 or 10 expert questions asked. This information can also be leveraged online (and through alternative channels, including the stores themselves) to prevent these enquiries being received. Finally, expert product bundles can also be used to enhance revenue and reduce the effort required by customers to order the range of products required.
4 4 Proposition Strategic Benefits of Centralisation The above opportunities can be leveraged most effectively through the centralisation of store calls yielding significant benefits including: Consistent and improved multi-channel customer service experience for greater loyalty and repeat purchases Customer insight driving improved processes in line with strategic vision Increased revenue from opportunity sales Identify and eliminate non-value contacts and automation delivering cost savings Operational headcount efficiencies delivering cost savings
5 How can we help you? Our award winning Customer Management operation provides tailored solutions to a wide range of B2C and B2B organisations across a range of sectors, including O2, British Gas, National Trust, DWP and Severn Trent Water. We deliver a range of services including multichannel customer service and support; sales and customer acquisition; debt collection; customer retentions and revenue growth; and technical support. Core to our success is a proven record in understanding our clients and their objectives; building lasting strategic partnerships and transforming their customers experience. We are the UK s largest provider of Customer Management Outsourcing and part of Capita plc, the UK s leading business process outsourcing (BPO) and professional services company. Contact us If you would like to talk to one of our retail experts to see how we can help transform your customer management operations, then contact us today. bizdev@capita.co.uk Website: Telephone: +44 (0) Capita. All Rights Reserved
900 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 informationSalmat Customer Engagement Solutions
Salmat Customer Engagement Solutions The leader in multi-channel communication solutions 5.2 billion direct mail 130 17 million Lasoo visits 1 billion email million voice & automated interactions 168 million
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 informationBusiness Process Consultancy - The Right Choice For Your BPO
BUSINESS PROCESS OUTSOURCING FOR YOUR BUSINESS An introduction to BUSINESS PROCESS OUTSOURCING A simple description of Business Process Outsourcing The transfer of core and non-core business process to
More informationCASE STUDY. Ren s Pets Depot. renspets.com. pet food & products
CASE STUDY Ren s Pets Depot renspets.com pet food & products The flexibility of Sweet Tooth software allows us to offer our rewards program online and instore. This enables our customer to view and earn
More informationFIFTH QUADRANT CREDENTIALS DOCUMENT
FIFTH QUADRANT CREDENTIALS DOCUMENT WHO WE ARE Management consultants Researchers Analysts Educators Established in 1998, Fifth Quadrant Pty Ltd is a Customer Experience Strategy, Design and Research company.
More informationCross Sell. Unlocking the value from your customer relationships. < PREVIOUS NEXT > CLOSE x PRINT. Visit our website: www.lbm.co.
Unlocking the value from your customer relationships < PREVIOUS NEXT > CLOSE x PRINT Call us: 0161 616 Call 0599 us: 0161 616 0599 When cross and up-selling to your customers you tread a fine-line. Get
More informationNetPay for... www.netpay.co.uk
NetPay for... www.netpay.co.uk www.netpay.co.uk NetPay for... Retailers Any retailer would struggle to operate without effective management information, reporting and intelligence on its consumers that
More informationINBOUND COMMUNICATIONS DRIVING BACK-OFFICE EFFICIENCY FOR A BETTER CUSTOMER EXPERIENCE
INBOUND COMMUNICATIONS DRIVING BACK-OFFICE EFFICIENCY FOR A BETTER CUSTOMER EXPERIENCE 2 INBOUND COMMUNICATIONS KEEPING PACE WITH YOUR CUSTOMER DEMANDS The window of opportunity opens and closes more quickly
More informationTransforming customer management in the water sector How to become a leader in customer service
Transforming customer management in the water sector How to become a leader in customer service management strategies have always been important to water companies, with a focus on resolving issues first
More informationCloud Call Centre. itouch Vision. This document gives an overview of the cloud call Centre and discusses the different features and functionality.
itouch Vision Cloud Call Centre This document gives an overview of the cloud call Centre and discusses the different features and functionality. For further information, about implementation and pricing
More informationBT Quick Starts for Retail Banking Customers
BT Quick Starts for Retail Banking Customers An overview of BT s Quick Start services The retail banking industry continues to be heavily influenced by national and international issues including tax regimes,
More informationReducing Fraud whilst Keeping Transactions in Motion
Reducing Fraud whilst Keeping Transactions in Motion Fraud Today Following a decrease in 2012, fraud is on the rise again, and so are the costs involved in managing it. These factors are in turn driving
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 informationMaking Contact Centres Efficient. Meet the needs of your customers and your business
Making Contact Centres Efficient Meet the needs of your customers and your business Customers are different these days Customers today are far more demanding than five years ago. They expect you to be
More informationEPoS and Ecommerce Solutions for Independent Retailers
EPoS and Ecommerce Solutions for Independent Retailers The future of independent retail is multi-channel. Successful independent retailers will need to have a real time, single view of customers, stock
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 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 informationFULLY INTEGRATED CLOUD-BASED BUSINESS SYSTEMS THE SKY S THE LIMIT
FULLY INTEGRATED CLOUD-BASED BUSINESS SYSTEMS THE SKY S THE LIMIT Real time ALL THE TIME WHEN RUNNING A BUSINESS YOU NEED OPERATING SYSTEMS THAT ARE RELIABLE, FAST AND WORK THE WAY YOU WANT THEM TO. PAUL
More informationDRAWING CUSTOMERS INTO THE COKE ZONE
DRAWING CUSTOMERS INTO THE COKE ZONE How Aimia helped the world s leading beverage brand build relationships By Aimee Bryan Regional Knowledge Director 02 / Drawing Customers Into the Coke Zone Summary
More informationGS1 Global Update. MIGUEL A. LOPERA, President & CEO, GS1. March 2015
GS1 Global Update MIGUEL A. LOPERA, President & CEO, GS1 March 2015 AGENDA 1. The role of GS1 in an omni-channel world 2. EU 1169 Update 3. The great progress of the GS1 Global Healthcare Initiative 2
More informationDeepening the Customer Relationship with Social Media:
Social Media March 2015 Thought Leadership Whitepaper Deepening the Customer Relationship with Social Media: A Sutherland Perspective Page left intentionally blank Sutherland Global Services Social Media
More informationTransform Customer Experience through Contact Center Modernization
Cognizant Healthcare Solution Overview Transform Customer Experience through Contact Center Modernization Improve customer experience and reduce costs with next-generation contact center services Health
More informationService Strategy Maturity: A Model for Business Performance
Service Strategy Maturity: A Model for Business Performance A White Paper Written by callcentres.net Commissioned by IBM Published: June 2011 Contents 1. Introduction... 1 2. Executive Summary... 2 3.
More informationLoyalty to service provision: creating loyalty through the customer experience
Loyalty to service provision: creating loyalty through the customer experience WWW.SBS.OXFORD.EDU EDUCATING LEADERS FOR 800 YEARS Dr Richard Cuthbertson Research Director Oxford Institute of Retail Management
More informationWebsites. Digital Marketing. ecommerce.
Websites. Digital Marketing. ecommerce. About Statement Statement is an award winning digital & ecommerce agency based at Unity Works, Wakefield. Our mission statement is We help companies grow in a digital
More informationCreating the customer experience
Creating the customer experience INSIGHT. EXECUTION. ADVANTAGE. Customer experience outsourcing that transforms business performance 3 Your customer management future 5 The Webhelp difference 8 Services
More informationTOP TIPS TO MAKE EMAIL, CHAT AND MOBILE CUSTOMER SERVICE COST-EFFECTIVE AND RESPONSIVE
TOP TIPS TO MAKE EMAIL, CHAT AND MOBILE CUSTOMER SERVICE COST-EFFECTIVE AND RESPONSIVE PROVIDED BY IN ASSOCIATION WITH mplsystems mplsystems provide a wide range of contact centre technologies including
More informationThe 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 informationAchieving Return on Investment from Modern Revenue Management and Collection Systems. A Decision Analytics briefing paper from Experian
Achieving Return on Investment from Modern Revenue Management and Collection Systems A Decision Analytics briefing paper from Experian August 2007 Introduction In a climate of low cost operating models
More informationBT Contact. Consultant and Analyst Webinar. January 2013. BT Contact. Relationships that grow
BT Contact Consultant and Analyst Webinar January 2013 BT Contact. Relationships that grow BT One Agenda Introductions Neil Sutton Vice President Global Portfolio BT Contact Overview Andrew Small Vice
More informationBT Contact Centre Efficiency Quick Start Service
BT Contact Centre Efficiency Quick Start Service The BT Contact Centre Efficiency (CCE) Quick Start service enables organisations to understand how efficiently their contact centres are performing. It
More informationWhite Paper Preparing Your Contact Centers for the Customer Experience Tsunami. Transforming Passion into Excellence
Preparing Your Contact Centers for the Customer Experience Tsunami Executive Summary Recently, Gartner surveyed 315 international companies with revenues of at least $500 million across the financial services,
More informationMARKETING AUTOMATION BROUGHT TO YOU BY W8DATA
MARKETING AUTOMATION BROUGHT TO YOU BY W8DATA About W8Data About Us W8Data are a full data bureau operating with ISO9001, ISO14001 and ISO27001 classification, we also carry 128bit SSL encryption Our focus
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 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 informationAccenture Perfect Sales Part of the Accenture Commercial Services for Consumer Goods Business Service
Accenture Perfect Sales Part of the Accenture Commercial Services for Consumer Goods Business Service Winning the War in the Store by Optimizing Field-based Sales Activities 2 The external environment
More informationMulti Channel Feedback
Multi Channel Feedback Listening to the Voice of the Customer Presenter: Derek Brown VP EMEA Enterprise Feedback Date: 8 th November 2012 1 Why is Customer Experience Important? There is only one boss.
More informationAchieving high performance with Accenture Utilities Business Process Outsourcing Services
Achieving high performance with Accenture Utilities Business Process Outsourcing Services Introduction Utility companies around the world are looking for ways to respond to industry and market changes,
More informationTEXT ANALYTICS INTEGRATION
TEXT ANALYTICS INTEGRATION A TELECOMMUNICATIONS BEST PRACTICES CASE STUDY VISION COMMON ANALYTICAL ENVIRONMENT Structured Unstructured Analytical Mining Text Discovery Text Categorization Text Sentiment
More informationRAKUTEN ATTRIBUTION MEASURING THE MODERN SHOPPER RAKUTEN ATTRIBUTION
RAKUTEN MARKETING Measuring the Modern Shopper Measuring the Modern Shopper Introduction Modern retailing is developing fast and the lines between online and offline are increasingly blurred. We have come
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 informationBig Data @ VimpelComRussia
Big Data @ VimpelComRussia Cases, processes & business integration Sergey Marin Program Manager Big Data 1 2 The global program positioned outside of core business functions allows to satisfy needs of
More information[ know me ] A Strategic Approach to Customer Engagement Optimisation
[ know me ] A Strategic Approach to Customer Engagement Optimisation A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical
More informationRETAIL COMMUNICATIONS
RETAIL SOLUTIONS RETAIL solutions RETAIL COMMUNICATIONS THE CHALLENGES Your employees are busy serving in-store customers, the phones are ringing unanswered; will missed calls result in missed sales opportunities?
More informationShaping Your Strategic Roles In A Multichannel Environment for Knowledge Enhancement & Solutions Conference 2015
Shaping Your Strategic Roles In A Multichannel Environment for Knowledge Enhancement & Solutions Conference 2015 11 th Mar 2015 VADS: Leading Integrated Managed Service Provider in Malaysia Established
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 informationSolution Overview Channel Management in Utilities
Utilities Sector Solution Overview Channel Management in Utilities Better Results Market Influences and Challenges The utilties industry has faced dramatic change and numerous challenges in recent years
More informationSuper Retail Group Presentation. Macquarie Securities 2014 Australian Conference
Super Retail Group Presentation Macquarie Securities 2014 Australian Conference David Burns Chief Financial Officer 9 May 2014 Group Structure To provide solutions and engaging experiences that enable
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 informationOutsourcing customer contact
Outsourcing customer contact Complete service YOU NEED TO INVEST IN GOOD PEOPLE AND THE RIGHT TECHNOLOGIES AND INFRASTRUCTURE Outsourcing customer contact No-one in business today needs persuading of the
More informationEngaging with care. Caring about customers Delivering business value. Customer acquisition. Customer retention. Customer care.
Caring about customers Delivering business value Customer acquisition. Customer retention. Customer care. Outsourced Customer and Prospect Management Services www.careline-services.co.uk Our outsourced
More informationExploiting the Single Customer View to maximise the value of customer relationships
Exploiting the Single Customer View to maximise the value of customer relationships October 2011 Contents 1. Executive summary 2. Introduction 3. What is a single customer view? 4. Obstacles to achieving
More informationEnterprise Workforce Optimisation for the Back Office
Enterprise Workforce Optimisation for the Back Office eg operational intelligence Elizabeth Gooch MBE Chief Executive Officer eg solutions plc February 2016 eg solutions eg plc solutions plc 1 About eg
More informationDIRECT MAIL SOLUTIONS. Redi-Mail Direct Marketing 5 Audrey Place Fairfield, NJ 07004 973.808.4500 sales@redimail.com www.redimail.
End-to-End Solutions High Quality Results Competitive Prices DIRECT MAIL SOLUTIONS Redi-Mail Direct Marketing 5 Audrey Place Fairfield, NJ 07004 973.808.4500 sales@redimail.com www.redimail.com RM 1599
More informationMaking Multi-Channel Work For You
Making Multi-Channel Work For You Stephen Walter Solutions Consultant 1 Today s Reality 2 Social Technologies Can Bring People and Information Together "Deployed effectively, social media unleashes the
More informationThe new rules of customer engagement Russia/CIS results
The new rules of customer engagement Russia/CIS results October 2015 The Decisioning Vision 2020 study Sectors we interviewed: 60 Telecoms organisations including: Mobile Operators Fixed Line Operators
More informationManaging a Global Business
Managing a Global Business Whitepaper from Global Drivers of Change: There are several driving forces in the global business landscape that will continue to shape the future of these organisations: Technological
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 informationCelebrus for Telecommunications: Deepening customer intelligence with individual-level digital data
SECTOR SOLUTIONS Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data p1 Introduction Today s Telecommunications sector is highly dynamic. Firstly the very
More informationDeveloping A True Multi-Channel Contact Center
Developing A True Multi-Channel Contact Center Case Study Based Evidence Report Sponsored by: GoToAssist Report Prepared by: callcentres.net Pty Ltd (part of ACA Research Group) Published: November 2010
More informationDelivering tomorrow s customer experiences today. 16 th September 2015
Delivering tomorrow s customer experiences today 16 th September 2015 The Decisioning Vision 2020 study Sectors we interviewed: 60 Telecoms organisations including: Mobile Operators Fixed Line Operators
More informationManaged Services. From Brennan IT
Managed Services From Brennan IT Managed Services From Brennan IT Let us simplify the management of your IT and help deliver technology solutions that work exactly the way you want. 01 Key Benefits 02
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 informationRequest for Proposal for Implementing CRM in ACI Agribusiness Terms of References (ToR) for ICT vendors to submit proposal
Request for Proposal for Implementing CRM in ACI Agribusiness Terms of References (ToR) for ICT vendors to submit proposal A. General: This Request for Proposal (RFP) refers to the Terms of Reference (TOR)
More informationDriving greater loyalty in Europe. What consumers want and where brands are failing to deliver
Driving greater loyalty in Europe What consumers want and where brands are failing to deliver Research commissioned with consumers in France, Germany and Switzerland Executive summary Fast-changing technology,
More informationGuide to buying CRM Software
Guide to buying CRM Software How to choose the right CRM Software for your business CONTENTS About Computer Weekly 3 About Approved Index 4 Introduction 5 The basics 6 Types of CRM 8 Operational CRM 8
More informationCOMPANY BROCHURE. contactcentrepartners E X P E R T S I N G L O B A L C U S T O M E R C O N T A C T
contactcentrepartners pa planning analy cs communica on technologies COMPANY BROCHURE l l t contactcentrepartners pa t planning l analy cs l communica on technologies DISCOVER NEW POSSIBILITIES CCP Contact
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 informationGetting a 360 customer view with SAP Business Communications Management (BCM)
SAP Digital Services the way we do it o Getting a 360 customer view with SAP Business Communications Management (BCM) Capgemini can help you deploy BCM to achieve multi-channel integration across all your
More informationLukas Kerschbaum, Director Solution Engineering DACH Nicolas Berney, Senior Solution Engineer
Lukas Kerschbaum, Director Solution Engineering DACH Nicolas Berney, Senior Solution Engineer 1. hybris Overview 2. hybris B2C Customer Journey 3. hybris B2B Features 4. hybris MDM or PCM (Product Content
More informationLISTENING, UNDERSTANDING AND ENGAGING CUSTOMERS ON SOCIAL MEDIA
LISTENING, UNDERSTANDING AND ENGAGING CUSTOMERS ON SOCIAL MEDIA GLOBAL SCENARIO FOR MOST ORGANIZATIONS, SOCIAL MEDIA STILL REPRESENTS A CHALLENGE TO BE ADDRESSED. Customer requests and personal data directed
More informationInnovatus Marketers Touchpoint LLP - A Marketing and Sales Consulting and Services Firm
Innovatus Marketers Touchpoint LLP - A Marketing and Sales Consulting and Services Firm - Help our Customers Win in the New Era 8/7/2014 For Innovative Outcomes Mega Trends are Reshaping the Industry Buyer
More informationCase Study Insurance Claim Updates. Contact us Infracast Ltd, Merlin House Brunel Road, Theale, Berkshire, RG7 4AB T M W
Case Study Insurance Claim Updates Contact us Infracast Ltd, Merlin House Brunel Road, Theale, Berkshire, RG7 4AB T M W 0117 123 4567 07989 101 112 www.infracast.com 01 - About Infracast Infracast provides
More informationTitle. The Customer Experience Imperative
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
More informationAmerican Eagle Outfitters Cross-channel marketing holiday case study
Experian Marketing Services American Eagle Outfitters / Client Case Study American Eagle Outfitters Cross-channel marketing holiday case study American Eagle Outfitters creates a dynamic, cross-channel
More informationDigital TV switchover: Social media
Digital TV switchover: Social media By Matt Heselden, Social media lead Summary With the growth in popularity of social media, we recognised that increasing numbers of consumers and opinion formers would
More informationRojda Lord Head of Targeted Marketing, Metro AG
Rojda Lord Head of Targeted Marketing, Metro AG Status: Married Location: Düsseldorf Email: rojda.lord@gmail.com Tel: +49 1518 221 664 Contents CONTENT My added value Profile Key projects Professional
More informationContinuous 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 informationSage 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 informationExperience. The Future of Utility Customer Experience Management Starts Now. The Utility Customer Experience Company
Experience The Future of Utility Customer Experience Management Starts Now The Utility Customer Experience Company ONE Customer Experience ONE Cloud Platform ONE Version of the Truth Welcome to the Future
More informationLexmark Enterprise Software. Transforming customer engagement
Lexmark Enterprise Software Transforming customer engagement Customer relationships are the lifeblood of your business Whether you serve businesses, consumers, patients, students or citizens, the quality
More informationFor personal use only
T: + 61 2 8251 9600 F: + 61 2 9299 7703 ASX Announcement 22 July 2014 Business Update Invigor Group Limited (ASX: IVO) ( Invigor ) has released the accompanying Business Update presentation providing additional
More informationWhy Kampyle? Kampyle is dialing back the clock to an era when the customer was king and businesses were driven by understanding his needs.
COMPANY PROFILE Who We Are Kampyle is a group of innovative, creative and engaged people who are enthusiastic about our customers, our work, our families and our diverse interests. Together, we have developed
More informationAnalytical CRM solution for Banking industry
Analytical CRM solution for Banking industry Harbinger TechAxes PVT. LTD. 2005 Insights about What are the reasons and freq. for a customer contact? What are my product holding patterns? Which of my are
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 informationThe Short-Term Insurance Industry: Organising by Common Capability
The Short-Term Insurance Industry: Organising by Common Capability How and why short-term insurance organisations are consolidating common capabilities Contents Introduction 3 Legacy Organisational Structures
More informationMulti-channel mobile marketing and CRM solutions for Mobile Network Operators
Multi-channel mobile marketing and CRM solutions for Mobile Network Operators future mobile technology marketing business entertainment media Interactive Messaging (SMS, MMS, Email and Voice) Mobile Internet
More informationInvestigating Employee Engagement and Predictive Analytics
Investigating Employee Engagement and Predictive Analytics An independent study into the attitudes of senior UK business people towards employee engagement and predictive analytics with a view to improving
More informationShell CRM 2020. October 2014
Shell CRM 2020 October 2014 MOST CONFIDENTIAL 2 2 THE SITE OF THE FUTURE RETAIL VISION Experience Role in Retail Strategy BEST FUELS RETAILER IN THE WORLD Accelerate Future Heartlands Defend and Grow the
More informationColes Group Recruitment:
Coles Group Recruitment: Embracing technology changing the way we recruit Overview Overview Recruitment Challenges Our situation Technology the answer! The volume process Online Assessment Voice Recognition
More informationTRENDS, CHALLENGES AND OPPORTUNITIES SHAPING CONTACT CENTRE SERVICE DELIVERY IN AUSTRALIA
TRENDS, CHALLENGES AND OPPORTUNITIES SHAPING CONTACT CENTRE SERVICE DELIVERY IN AUSTRALIA EMBRACING DIGITALISATION TO CREATE A SEAMLESS CUSTOMER EXPERIENCE Presented by: 1 INTRODUCTION Over the past ten
More informationBridging the gap People build success. Analysis & Planning. Award Finalist Presentations Webhelp UK
Bridging the gap People build success Analysis & Planning Award Finalist Presentations Webhelp UK Gold Gold Sponsor Sponsor Professional Planning Forum 2014 Applied Analytics: An Insight Methodology Jim
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 informationRWE npower Investor Meeting. Paul Massara, CEO RWE npower 23 April 2013
RWE npower Investor Meeting Paul Massara, CEO RWE npower 23 April 2013 After the Generation split, the retail business has been fully aligned with our core customer segments Executive Committee 1 2 3 4
More informationOur IVR Payment systems can be used for various business sectors and services.
IVR Payments Systems Cyprium provide a wide range of phone payment solutions satisfying the needs of customers who prefer to pay by phone while reducing customer support expenses. We specialise in this
More informationEnd-to-end Field Service Management
End-to-end Field Service Management Building end-to-end field service management solutions around your unique business processes Customer Self-Service Service Desk Software Workforce Scheduling Mobile
More informationAgilOne + Responsys. Personalizing and measuring your Responsys campaigns just got a whole lot easier.
AgilOne + Responsys Personalizing and measuring your Responsys campaigns just got a whole lot easier. AgilOne s out-of-the-box bi-directional integration with Responsys combines comprehensive customer
More informationBalance collections with retention for each customer. Decision Analytics for debt management in retail banking
Balance collections with retention for each customer Decision Analytics for debt management in retail banking Debt management for retail banking In the highly competitive retail banking environment, banks
More informationABHINAV 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