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How CRM Software Solutions Support CX Strategies
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Oracle Amasses CX Technology Suite | |
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Oracle CX is less about being the successor to CRM and more about addressing a business opportunity using technology that supplements CRM. In fact where CRM ends and CXM starts is that intersection between company and customer—that point of engagement where suppliers use CRM data to personalize interactions and deliver a customer experience that satisfies customers. |
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SAP & Customer Experience Management | |
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SAP established a thought leadership position on CX early and continues to develop the links between strategy and application software. HANA and SAP mobility deliver a synergistic combination - creating new dynamics by using faster technology to increase speed for new insights and deliver those insights to mobile devices, effectively making big data personalized and available in real-time. |
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Avaya Customer Experience Interaction | |
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Avaya executives share that customers are looking at CX as differentiator and critical success factor. And the company is responding as an early leader in aligning CX strategy with application software. Here's how Avaya mixes mobile, video and social to balance a growing number of channels and devices with consumers' decreasing tolerance for untimely responses and unsatisfactory service. |
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PegaSystems Shares CX Lessons | |
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Pegasystems (Pega’s) target market—the Fortune 500—represents a unique slice of the broader CRM market. In this article, the CRM publisher with unique competencies in BPM and analytics shares how its customer market is reacting to Customer Experience strategies and opportunities, along with several lessons which may benefit businesses of all sizes. |
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Kana Enterprise—A Rapidly Expanding CRM & CX Suite | |
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Kana is weaving together a string of acquisitions in order to assemble a rich CRM and Customer Experience application suite, and strengthen their customer service solutions across agent, web, social and mobile. The new portfolio is evolving Kana's message of Service Experience Management to CXM and rebranding Kana SEM to Kana Enterprise, or Kana Express for the midmarket. |
Attensity Review—A Vendor Solution Brief | |
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Companies have a data problem—in that only about 20% or so of information is kept in formal databases. Most customer information is unstructured and unavailable to decision makers. Here we take an initial look at text analytics provider Attensity and how text analytics with text mining are helping to make sense of unstructured data, and enhance customer relationships. |
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RightNow CRM Deep Dive Review | |
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RightNow CX doesn't squarely fit in the traditional sales, marketing and service CRM software review format. RightNow CX covers the CRM bases, and stakes unique ground in the areas of customer service and customer experience—particularly for B2C and select industries such as Government. In this CRM software review we examine RightNow's position in the competitive landscape. |
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Kana Enterprise—New Release Continues Customer Experience Journey | |
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KANA calls the just released KANA Enterprise the biggest release in the company’s history. This new solution has morphed the prior KANA software with the Sword-Ciboodle product acquired last year. KANA Enterprise continues to demonstrate customer service advancements over agent, web, social and mobile channels, and directly contribute to the overarching Customer Experience business objective. |
The Rolling Stones & 50 Years of Customer Satisfaction | |
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The Rolling Stones are celebrating their 50th anniversary. But how does a band stay on top -- or even together -- for so long? By giving customers what Mick Jagger lamented not being able to get himself -- satisfaction. In truth, the Stones are a case study in good, solid CRM best practices, and have the customer loyalty to show for it. |
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Oracle OpenWorld 2012 — CRM & CX Insights | |
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This Oracle OpenWorld analysis focuses on the two questions related to Customer Relationship Management software and strategy: First, how serious is Oracle about making Customer Experience (CX) the next growth technology sector? And second, how well is Fusion CRM being adopted in the marketplace, and why? |
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Customer Experience Management: Capitalizing on Customer Perception | |
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Aligning CRM software and strategy with Customer Experience Management (CEM) is proven to develop customer advocates which increase referrals, sales and company brand. However, any business program which threatens short term efficiency for long-term objectives must be thoughtfully planned. This article references a CEM continuum and solid lessons in achieving CEM objectives. |
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Choosing The Right Customer Experience Management Solution | |
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Research shows user generated content published on social networks significantly impacts buyer behaviors and company reputations. While customer comments are publicly available, systemically harvesting that data and making it actionable remains elusive for many. Learn what to consider and what to look for when evaluating customer experience management (CEM) software solutions. |
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Customer Experience Management Explained | |
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CEM is the next logical step beyond Customer Relationship Management in managing interactions and relationships with your customers. CEM attempts to go beyond CRM strategy by understanding how the customer views the totality of interactions with the company and then how the company acts upon that understanding to further improve the customer experience. |
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The Transition From CRM to Customer Experience Management | |
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Customer experience management (CEM) is not just repackaged CRM. CEM marks a shift from internally focused, and transaction based customer management, to an external focus on customer engagement and sustained satisfaction. CEM systems provide the applications and methods to collect, aggregate and make customer information actionable - and achieve the CEM mission. |
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Leveraging Customer Experience Management for Bottom Line Benefits | |
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Forrester Research tracks CEM and its impact on three elements of loyalty: Consumers' willingness to purchase more, reluctance to switch suppliers and likelihood of recommending the provider. A recent research project illustrated that "customer experience leaders" had an advantage of more than 14% over "customer experience laggards" in all three areas." |
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Using Customer Service To Predict Customer Success | |
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Most technology vendors talk a good game when it comes to customer service, but these claims are often difficult to assess before the purchase. Fortunately, one time-honored adage holds true: you are what you measure. This article provides the How To advice to predict future performance from your technology suppliers. |
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Customer experience management is not just repackaged CRM. The internal focus of CRM often left the consumer out in the cold. CEM marks the shift from internally focused solutions to solutions that focus externally to deliver superior customer experiences." ~ Andrew Hull, RightNow Technologies |
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