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.
Results 1 - 25 of 191Sort Results By: Published Date | Title | Company Name
By: IBM     Published Date: Oct 01, 2014

How can organizations tap into the vast flow of data, weed out the information that matters, and then link that meaningful sentiment to specific customers? This ebook explores how an enhanced 360-degree view of the customer optimizes and facilitates more personalized customer interactions.

Tags : marketing, business strategy, customer service, big data, it management, best practices, business process management, customer experience management
    
By: IBM     Published Date: Sep 16, 2014

In 2013, Bon Ton Stores invested in upgrading IT, continuing to update and expand its eCommerce sites, and launching a new mobile site supporting delivery of promotions and online purchasing. A central aspect of this technology upgrade involved the replacement of an x86 server environment, supporting eCommerce with ten IBM® PowerLinux™ 7R2 servers and IBM PowerVM® running IBM WebSphere® Commerce on SUSE Linux operating systems. This case study highlights of some of the key aspects of this significant migration and its results, including how Bon-Ton IT executives support the business and what they prioritize, why they decided to make this move, what performance and capability resulted, and how it affected full data center costs and business resilience.

Tags : stack costs, online purchasing, promotion delivery, mobile retail, application performance management, business analytics, business intelligence, customer experience management
    
By: Sitecore     Published Date: Sep 15, 2014

Get the PDF to learn how Sitecore is innovating our products to help world-class marketers know every customer and shape every customer experience. Discover why it’s never been simpler.

Tags : platform, customer, experience, simpler, marketers, world-class, requirements, consistent
    
By: destinationCRM.com     Published Date: Dec 10, 2014

Even though everyone seems to agree that integrating social media into contact centers is mandatory these days, most companies haven't yet really implemented a social channel, or they have dabbled with Facebook or Twitter, but haven't really treated social media with the same rigorous attention that they have given to other customer channels. In this Roundtable Webcast, our panel of experts offers their varied experiences and expertise to help our viewers figure out this newest customer channel.

Tags : customer channel, social media, contact centers, crm, customer relationship management, cem, customer service, facebook
    
By: destinationCRM.com     Published Date: Nov 19, 2014

One of the biggest challenges organizations face is today is delivering customer experiences that are consistent, personal, and engender loyalty. This Roundtable will focus on how best to plan and implement a winning CEM program.

Tags : crm, customer experience management, customer management, customer experience, buyers, business intelligence, cem, customer satisfaction
    
By: destinationCRM.com     Published Date: Oct 01, 2014

Learn how fully integrating your cloud contact center with other data sources within your enterprise can unlock their full potential.

Tags : saas, cloud contact center, crm, customer relationship management, customer service, cloud, best practices, call center management
    
By: LogMeIn     Published Date: Sep 16, 2014

This eBook examines modern collaboration and includes six basic tips to change the way you run meetings.

Tags : join.me, online meetings, video conferencing, web conferencing, tips to run meetings, logmein, customer experience management
    
By: MicroStrategy     Published Date: Sep 09, 2014

Improve revenue, loyalty, and productivity while controlling costs. It’s a given: Most shoppers are now armed with a mobile device when they enter a retail store. They are highly informed and expect retail employees they interact with to be at least, if not more knowledgeable about a store’s products, promotions, and services. This white paper outlines the 5 key benefits of a winning mobile app strategy, including new ways retailers can effectively leverage mobile technology as a competitive advantage. With the average shopper looking at their phone more than 150 times a day, learn how leading retailers leverage mobile technology to: Enhance customer experience Drive sales Boost customer loyalty Achieve operational efficiencies Download this white paper to find out how retailers with a powerful, effective mobile app program in place can win the battle for shoppers’ eyes and ears — and wallets.

Tags : mobile apps, customer experience, customer loyalty, operational efficiencies, mobile technology, sales lift, customer loyalty, best practices
    
By: destinationCRM.com     Published Date: Sep 08, 2014

Two sweeping trends have emerged in recent years: the proliferation of customer channels and the resulting explosion in the amount of data produced. This whitepaper focuses on how Knowledge Management adds an essential layer of value to customer-facing systems, which ultimately drives improved customer experiences.

Tags : crm, knowledge management, customer service, customer relationship management, customer data, consumer data, consumer analytics, best practices
    
By: Rackspace     Published Date: Aug 28, 2014

In this webinar an expert panel will examine the infrastructure needs of customer-facing applications by examining the challenges faced by businesses in the most demanding industries.

Tags : rackspace, cloud applications, customer service, consumer applications, ebusiness, data center, cloud computing, cloud hosting
    
By: bitglass     Published Date: Aug 19, 2014

In this Gigaom Research Webinar, we will separate the real threats from the hype, identify the most common forms of security breaches, and discuss the tools and processes businesses can put in place to minimize exposure and damage.

Tags : bitglass, saas, saas security, crm, microsoft, salesforce, identity theft, security breach
    
By: TIBCO     Published Date: Aug 18, 2014

Today, the open API is one of the most powerful sources of competitive advantage. It comes down to the potential of your data and services. Download this new eBook to learn how a well thought-out API strategy can help you compete and grow in new ways.

Tags : tibco, api, byod, end user intelligence, business intelligence, byod, mobile device users, business strategy
    
By: Box     Published Date: Aug 13, 2014

This paper reports on how Box addresses all 5 of the critical security capabilities in their platform.

Tags : box, securing content, content security in the cloud, device management, enterprise applications, application security, identity management, internet security
    
By: ClickSoftware     Published Date: Aug 13, 2014

This paper highlights the how field service performance and timely issue resolution impacts customer experience and details how Best-in-Class organizations are creating an environment centered on delivering exceptional customer service.

Tags : optimize field service, the imapct of customer service, cloud, mobile computing, mobile data systems, mobile workers, customer relationship management, customer satisfaction
    
By: destinationCRM.com     Published Date: Aug 06, 2014

Download this month’s installment of CRM Magazine’s Best Practices Guide, you’ll hear from six AppExchange vendors from a variety of categories: Help Desk, Data Quality, Customer Satisfaction, Digital Signatures, and Field Service.

Tags : crm, customer service, sales, ebusiness, salesforce, sales database, help desk, best practices
    
By: CA Technologies     Published Date: Aug 01, 2014

This paper offers a look at the obstacles of prior generations of service management platforms, and it reveals how a new generation of solutions addresses some of these fundamental limitations.

Tags : service desks, service management platforms, service desk solutions, failing service desks, saas, mobile computing, smart phones, customer interaction service
    
By: Bazaarvoice     Published Date: Jul 24, 2014

Join Bazaarvoice Client Success Directors as they share proven best practices from some of the world’s best brands including DELL, Bare Escentuals, Dillards, Urban Decay, BuyaGift, Microsoft and more.

Tags : bazaarvoice, holiday sales, holiday shopping, customers, christmas shopping, xmas, online shopping, retail
    
By: MEDHOST     Published Date: Jul 03, 2014

Click here to discover how MEDHOST YourCareCommunity can help enhance patient and physician experience, engagement and value.

Tags : medhost, patient care, patient portal, patient database, patient engagement, patient information, collaboration, customer experience management
    
By: Dell Software     Published Date: May 02, 2014

These interviews with three Foglight customers underscore UEM’s diverse appeal, its essential values to IT, and Foglight’s proven versatility in supporting the multiple faces of UEM.

Tags : dell, dell software, foglight, dell foglight, user experience management, user experience, customer service, customer satisfaction
    
By: Limelight Networks     Published Date: Apr 25, 2014

Optimizing the Digital Experience is a practical guide to superior online performance for reduced user wait times and better audience engagement. This free e-book offers tremendous insight into the concept of online performance: what it is, how to measure it, and—most critically—what it takes to make it better. Following the complex delivery path from content provider to end user, the book demystifies performance step by step, identifying common bottlenecks and revealing what it takes to overcome them

Tags : limelight, digital experience, web content, web applications, audience engagement, content delivery, content delivery network, cdn
    
By: LogMeIn     Published Date: Apr 24, 2014

This Harvard Business Review provides valuable insights into the truth about the customer service experience.

Tags : customer experience, customer journey, rescue, harvard, customer interaction, customer interaction service, customer relationship management, customer satisfaction
    
By: Interactive Intelligence     Published Date: Apr 23, 2014

Customer Experience (CX) and Net Promoter Score (NPS) are two of the benchmark measurements companies now use to gauge customer satisfaction. And to understand how budgetary decisions impact CX and NPS outcomes, companies are turning to advanced contact center technology for strategic planning and big data. But business requirements to manage these outcomes successfully must incorporate back-office operations as well as the contact center. Read why.

Tags : contact center, contact center strategy, customer experience, optimization, strategic planning, budgeting tools, workforce management solutions, call center
    
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: 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
    
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