Customer Experience Management White Papers

Customer experience management (CEM) is "the process of strategically managing a customer's entire experience with a product or a company". Relationship marketing, focuses on establishing and building a long term relationship between a company and a customer. There are several approaches that have been espoused including customer experience management, customer relationship management, loyalty programs, and database marketing.
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By: Bronto     Published Date: Mar 28, 2014

A love-infused tale of how email strategy may just save your relationships' or end them. This entertaining and informative paper explains how analyzing a small set of key metrics will provide answers to the big questions around declining engagement rates.

Tags : bronto, matketing, email marketing, subscribers, list serve, loyalty program, customer loyalty, customer retention
    
By: Dyn     Published Date: Feb 19, 2014

It’s well known that transactional email is used to send out shipping notices or password resets, but did you know that due to its high click-through rates, it can be a great way to communicate with your customers? With this guide, find out what you might be missing in your transactional emails.

Tags : dyn, dns, email, transactional email, consumer interaction, email delivery, email delivery solutions, deliverability
    
By: LogMeIn     Published Date: Jan 29, 2014

Based on a primary research eort with more than three hundred companies who are active BoldChat customers, this report takes a close look at how live chat is used and measured in support settings.

Tags : logmein, live chat, support, support environments, customer support, customer service, customer engagement, remote support
    
By: LogMeIn     Published Date: Jan 29, 2014

eMarketer reports on multichannel customer services and provides best practices for building retail loyalty

Tags : multichannel customer services, best practices, customer, customer service, retail, retail loyalty, live chat, social networks
    
By: LogMeIn     Published Date: Jan 29, 2014

Identify trends is multi-channel service and support with a focus on the increase in live chat and social media.

Tags : logmein, engagement, multi-channel, multi-channel service, customer support, live chat, social media, customer experience
    
By: LogMeIn     Published Date: Jan 29, 2014

This HDI Research Corner report reveals the findings from 264 support organizations that provide technical support for the services or products used by customers. The data was collected via an online survey from August to October 2012.

Tags : logmein, customer satisfaction, support services, service experience, hdi, technical support, customer interaction service, customer service
    
By: LogMeIn     Published Date: Jan 29, 2014

This guide details the factors that impact the purchasing decision of a remote support tool and provides a checklist for use as you work through your remote support solution selection process.

Tags : remote support, solution, complex, communication, sophistication, remote network management, customer interaction service, customer relationship management
    
By: Oracle     Published Date: Nov 13, 2013

Social-enabled contact centers leverage social interactions to build stronger relationships with customers, deliver consistent and relevant brand experiences across touch points, and better engage customers with employees and partners. There are 3 capabilities your company will need to be successful.

Tags : zenithoptimedia, oracle, rightnow cloud service, contact center, valued customers, social-enabled customer service, customer conversations, social media
    
By: Oracle     Published Date: Nov 13, 2013

Customers want to solve their issues quickly and easily on the Web. Here we provide 3 recommended capabilities to invest in to transform company knowledge and Web self-service tools so you can achieve higher customer retention and save millions on support costs.

Tags : zenithoptimedia, oracle, web self-service, customer service, customer satisfaction, social support sites, customer needs, personalized web content
    
By: Oracle     Published Date: Mar 18, 2014

Recent Aberdeen research conducted for Motivate, Incent, Compensate, Enable: Sales Performance Management Best Practices (January 2013) reveals a number of specific best practices that sales leaders — and their vital sales operations support teams — can adopt, in order to create more opportunity for them to achieve Best-in-Class performance. This Research Brief isolates a number of core competencies and technology enablers that are proven paths to superior corporate and sales-specific results.

Tags : oracle, sales management, sales performance, best practices, sales teams, sales operations, technology enablers, pace
    
By: Oracle     Published Date: Mar 04, 2014

This document aligns to the Customer Experience (CX) Value Equation defined by Oracle as a method to identify and measure the value of CX. Within the value equation there are three important areas of business focus, or CX practice areas: Acquisition, Retention, and Efficiency. Each area has strategic and operational areas of measurement, or Key Performance Indicators (KPIs).

Tags : oracle, oracle cloud service, customer experience, key performance indicators, acquisition, retention, efficiency, customer experience management
    
By: Jive Software     Published Date: Feb 24, 2014

This IDC study addresses the management challenges and subsequent best practice outcomes that can be achieved through the integration of existing enterprise social network tools with other networks or enterprise applications.

Tags : jive, idc, social business, social software, integration, enterprise social network, esn, unified communications
    
By: Jive Software     Published Date: Feb 24, 2014

Want to rein in support costs without sacrificing service quality and customer satisfaction? You can. New social business solutions eliminate the traditional service trade-offs, providing an optimal combination of assisted peer-to-peer support communities, call deflection, selective escalation and productivity-enhancing collaboration. The result? Reduced call volume and faster resolution times, happier customers and lower costs.

Tags : jive, customer service, customer service costs, spend management, customer service communities, social business, social business services, peer-to-peer support
    
By: Limelight Networks     Published Date: Feb 20, 2014

An evolving Internet architecture, the growth of dynamic content, and billions of connected devices are having a dramatic impact on web performance. This paper offers a new look at how content delivery and front-end acceleration can improve performance.

Tags : limelight, internet architecture, static content, dynamic content, devices, web performance, content delivery, front-end acceleration
    
By: Limelight Networks     Published Date: Feb 20, 2014

Your website’s performance has a direct, measurable impact on your business. To achieve Web performance SLAs, IT organizations need options that offer a good user experience on any device, from any location, without breaking the bank.

Tags : limelight, web performance, scalability, sla, user experience, website speed, availability, mobile device
    
By: Limelight Networks     Published Date: Feb 20, 2014

A slow website will impact the success of your marketing programs. This eGuide offers tips for marketing pros to bridge the gap between marketing strategy and IT reality to improve web performance and user experience.

Tags : limelight, website speed, website performance, user experience, lag time, conversions, content delivery, internet marketing
    
By: Limelight Networks     Published Date: Feb 20, 2014

Just 400 milliseconds - the blink of an eye - is too long for users to wait for a webpage to load. Discover the website performance bottlenecks that push visitors to your competition, and mitigation strategies that will drive marketing success.

Tags : limelight, webpage speed, acceleration, load time, marketing, internet marketing, website performance, application performance
    
By: Limelight Networks     Published Date: Feb 20, 2014

As websites complexity increases, organizations need to rethink how they measure digital experiences. Learn why current methods fall short and how to develop a more comprehensive measurement model. Plus, get a peek at the future of predictive performance.

Tags : limelight, website performance, predictive performance, digital experience measurement, user experience, content delivery, cdn, content management
    
By: IBM     Published Date: Feb 05, 2014

This Analyst Insight will look at how leading organizations are influencing average order value, customer conversion, and customer satisfaction through the integration of site search with precision marketing and product content management. Besides examining the key drivers and pain points organizations are facing in relation to their search strategy, this report will look at the key differentiating strategies, capabilities, and technologies that are driving success in the digital era.

Tags : ibm, aberdeen group, merchandising, ecommerce, content management, marketing, order value, customer conversion
    
By: IBM     Published Date: Feb 04, 2014

With higher mobile use comes more opportunities to reach consumers in different ways. How are you reaching your customers and making them consistent consumers?

Tags : ibm, mobile marketing, mobile, enterprise marketing management, management, consumers, customers, innovative marketing
    
By: IBM     Published Date: Feb 04, 2014

Explore the top five practices in today's customer-data-driven supply chain and examine the impact of using customer data on key supply chain metrics.

Tags : ibm, aberdeen group, analytics report, customer data, data-driven, supply chain, best practices, social shopping
    
By: Avaya     Published Date: Jan 15, 2014

Be guided on what the best practices are, offering strategies, actionable tactics, and examples of enterprises on the cutting edge so your organization won't have an overabundance of options when working with partners and customers.

Tags : avaya, collaboration, effective enterprise, effective collaboration, new culture, broadcasting center, organizational roles, customer experience
    
By: CA Technologies     Published Date: Jan 08, 2014

Customers are embracing new technologies and they want to interact through a variety of applications, at any time and from any device. Many consumer facing organizations are racing to enable new interaction channels to innovate, grow their business and improve customer loyalty. As they expand online services and add mobile and social media interaction there is an increasing need to both secure and coordinate these activities. The key challenge is to deliver innovative new applications and services quickly and to provide an excellent customer experience across multiple channels.

Tags : ca technologies, crm, customer relationship management, delivery, security, multi-channel, customer environment, customer experience
    
By: CA Technologies     Published Date: Jan 08, 2014

Customers are embracing new technologies and they want to interact through a variety of applications, at any time and from any device. Many consumer facing organizations are racing to enable new interaction channels to innovate, grow their business and improve customer loyalty. As they expand online services and add mobile and social media interaction there is an increasing need to both secure and coordinate these activities. The key challenge is to deliver innovative new applications and services quickly and to provide an excellent customer experience across multiple channels.

Tags : ca technologies, crm, customer relationship management, delivery, security, multi-channel, customer environment, customer experience
    
By: CA Technologies     Published Date: Jan 08, 2014

Customers are embracing new technologies and they want to interact through a variety of applications, at any time and from any device. Many consumer facing organizations are racing to enable new interaction channels to innovate, grow their business and improve customer loyalty. As they expand online services and add mobile and social media interaction there is an increasing need to both secure and coordinate these activities. The key challenge is to deliver innovative new applications and services quickly and to provide an excellent customer experience across multiple channels.

Tags : ca technologies, crm, customer relationship management, delivery, security, multi-channel, customer environment, customer experience
    
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