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customer interaction

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By: SAS     Published Date: Mar 14, 2014
Stop to think about how - and how often - your business interacts with customers. Most organizations believe that only a small fraction of data on interactions generated are effectively put to use. Why is that? Check out this whitepaper to see.
Tags : sas, voc, voice of customer, visual text analytics, best practices, customer voice, sound of sentiment, text data
     SAS
By: IBM     Published Date: Mar 12, 2014
Learn how to take your organization’s social media strategy beyond passive listening to truly engaging your audience to create business value.
Tags : ibm, social business, marketing, social media, marketing management, analytics, marketing research, trends
     IBM
By: Oracle     Published Date: Mar 04, 2014
This report looks at customers’ and businesses’ attitudes toward usage of multichannel interactions, and identifies the issues and potential pitfalls that businesses will face when trying to improve the customer communications across channels.
Tags : oracle, multichannel, oracle service cloud, cross chanel, mobile service, telephony
     Oracle
By: IBM     Published Date: Mar 04, 2014
The age of the customer. Possibly no term better illustrates the current era of business. Customers expect their experience to be flawless at every touchpoint, and with competitors only a click (or tap) away, company leaders have a strong incentive to deliver. Online retailers have set a high standard in the way that they engage customers on an ongoing basis—not just during the commercial transaction, but before, during and after each interaction with the customer. Can service providers in industries such as banking, insurance, healthcare and government meet the challenge?
Tags : business operations, business process management, bpm, process automation, smarter process, age of customer
     IBM
By: IBM     Published Date: Feb 24, 2014
Read this paper to get an in-depth look at how the past is shaping the future of retail. Find out what it takes to rethink your strategy and points of differentiation—and to even radically redefine the role of the store in order to turn it into an asset instead of a liability.
Tags : ibm, retail, reinventing retail, smarter commerce, buy process, buy solutions, redefining marketing, connected consumers
     IBM
By: IBM     Published Date: Feb 14, 2014
People, machines, data, processes are more connected than ever before, in more ways, and at a pace not previously envisioned. Because of this, the means of user interaction are evolving rapidly, and the outcome is an explosion of information increasing at epic rates. Both the opportunity and the challenge for an organization is to execute a strategy to most effectively participate in, exploit and derive ongoing value from the expansive digital world. To evaluate and ultimately better facilitate this, many organizations are specifically defining a digital strategy as part of their overall general business strategy. Central to that digital strategy is the digital experience.
Tags : ibm, social media, marketing, crm, customer interaction, digital marketing, digital strategy, customer experience
     IBM
By: IBM     Published Date: Feb 14, 2014
"Welcome to the age of Social CRM, a different way of thinking about customer relationship management that focuses on using social media to enhance customer engagement. How prepared are companies to make this shift? Despite widespread adoption of social media, for most, Social CRM is still in its early stages, execution is patchy and concerns about ROI remain. To fully exploit the power of social media to connect with customers, organizations need to move beyond isolated projects to integrated programs and, ultimately, a Social CRM strategy."
Tags : ibm, marketing, social media, crm, social crm, customer service, customer interaction, customer relationship
     IBM
By: IBM     Published Date: Feb 14, 2014
A social business is an organization whose culture and systems encourage networks of people to create business value. Social businesses connect individuals, so they can rapidly share information, knowledge and ideas by having conversations and publishing informal content. They analyze social content from multiple channels and sources, in addition to structured data, to gain insights from both external and internal stakeholders. When those things happen, innovation and business execution rates increase, better decisions are made, and customers and employees are more engaged and satisfied. Social businesses enjoy lower operating costs, faster speed-to-market, improved customer and employee engagement, and increased profitability. Many organizations don’t fully appreciate the magnitude of the value creation potential of social business.
Tags : ibm, social business, marketing, social media, marketing management, analytics, marketing research, trends
     IBM
By: IBM     Published Date: Feb 04, 2014
As new technology and connected consumers redefine how business is done, IBM Smarter Commerce solutions help companies more effectively engage with customers across four critical aspects, which include the Buy, Market, Sell and Service components. This ebook outlines those areas and solutions for each.
Tags : ibm, smarter commerce, buy process, buy solutions, redefining marketing, connected consumers, market solutions, sales success
     IBM
By: Spredfast, Inc.     Published Date: Feb 03, 2014
Learn how social listening can help you understand your customers and see how they are interacting and socializing with your brand.
Tags : social listening, customers, brand, social interactions, social media, facebook, twitter, linkedin
     Spredfast, Inc.
By: SugarCRM     Published Date: Jan 27, 2014
What if you could give everyone that touches customers an indispensable tool that optimizes business process, removes data silos and makes customer interaction extraordinary? See how Redglaze Group uses Sugar to give individuals access to critical data, optimize processes and improve efficiencies.
Tags : crm best practices, crm software, customer data management, customer experience & engagement, customer relationship management (crm), lead generation, lead management, lead nurturing
     SugarCRM
By: Invoca     Published Date: Jan 21, 2014
In the rush to digital, B2B marketers have ignored a crucial element that salespeople and buyers need: direct human interaction. Sales teams know that calls close customers, and 97% of B2B technology buyers want direct interactions with the provider during the research and purchase process. So why have we left voice conversations behind? In order to get more sales qualified leads and master marketing automation in a multichannel world, we need to bring back human engagement. Join Invoca and guest Forrester Analyst Lori Wizdo as they examine:
Tags : b2b marketing automation, marketing automation, customer lifecycle, b2b buyers, b2b technology buyers, inbound calls, crm solutions/software, customer experience/engagement
     Invoca
By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn how to ensure a positive customer experience outcome by establishing a reliable business process automation (BPA), which will support your customer’s personalized interactions and adapt to changing conditions in the marketplace.
Tags : process automation, interactive intelligence, multichannel technology, intelligent process, business process, decision services, communications intelligence, customer interactions
     Interactive Intelligence
By: LogMeIn     Published Date: Jan 15, 2014
This white paper includes highlights from the e-tailing group’s European Chat Mystery Shopping.
Tags : logmein, live chat, chat opportunities, e-tailing, boldchat, add live chat, retail community, quantitative elements
     LogMeIn
By: CA Technologies     Published Date: Jan 15, 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
     CA Technologies
By: CA Technologies     Published Date: Jan 15, 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
     CA Technologies
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
     CA Technologies
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
     CA Technologies
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
     CA Technologies
By: Avaya     Published Date: Dec 18, 2013
It is a business maxim that the more a company knows about its customers and what they want, the better its chances of providing them a positive, fulfilling experience. With today’s ubiquitous, convenient communications methods, particularly the use of mobile devices and networks, opportunities for rich customer interactions are flourishing. Whether their interest is pricing, store locations or product support, people increasingly expect information to be available wherever, whenever and however they want it.
Tags : avaya, cem, customer experience management, contact center, mobile, mobile devices, customer interactions
     Avaya
By: Oracle     Published Date: Nov 27, 2013
Social-enabled customer service requires three primary capabilities. The capability to: 1. Listen and Respond: Treat Social Media as an Integrated Interaction Channel Most social-enabled contact centers are at the early adopter stage, attempting to “bolt on” social media as a side process. Many are experiencing inconsistent customer experiences, higher costs and negligible return on investments. Download this White Paper for more info.
Tags : contact centers, business value, functions, applications, inbound, outbound calling, social media analytics, integration tools
     Oracle
By: Oracle     Published Date: Nov 27, 2013
Social-enabled customer service requires three primary capabilities. The capability to: 1. Listen and Respond: Treat Social Media as an Integrated Interaction Channel Most social-enabled contact centers are at the early adopter stage, attempting to “bolt on” social media as a side process. Many are experiencing inconsistent customer experiences, higher costs and negligible return on investments. Download this White Paper for more info.
Tags : crm best practices, crm software, customer data management, customer experience & engagement, customer relationship management (crm), lead generation, lead management, lead nurturing
     Oracle
By: Oracle     Published Date: Nov 13, 2013
This Executive Brief explores the role of service and support in creating great customer experiences, the service goals market leaders use related to customer experience, the Oracle approach for empowering new service experiences, and how Oracle’s service solutions can help organizations create and manage their own great customer experiences across all channels, touchpoints, and devices.
Tags : zenithoptimedia, oracle, executive strategy series, customer experience, empowering people, take initiative, power your brand, oracle service solutions
     Oracle
By: Oracle     Published Date: Nov 13, 2013
3 best practices for providing ‘a little extra service’ using chat and email management that will save your company money and drives high customer satisfaction at the same time.
Tags : zenithoptimedia, oracle, customer satisfaction, customer interaction, customer service, live chat, email management, personalized web self-service
     Oracle
By: IBM     Published Date: Nov 12, 2013
The age of the customer. Possibly no term better illustrates the current era of business. Customers expect their experience to be flawless at every touchpoint, and with competitors only a click (or tap) away, company leaders have a strong incentive to deliver. Online retailers have set a high standard in the way that they engage customers on an ongoing basis—not just during the commercial transaction, but before, during and after each interaction with the customer. Can service providers in industries such as banking, insurance, healthcare and government meet the challenge?
Tags : business operations, business process management, bpm, process automation, smarter process, age of customer
     IBM
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