The demand for customer centricity is not only increasing it's becoming the driving principle behind any successful customer service strategy. Learn more about the recommended approach to customer centricity, from Marlon Machado, Product Manager, IBM and Brad Herrington, Sr. Manager, Solutions Marketing, Interactive Intelligence.
The marketing landscape is changing before our eyes. New entrants, empowered consumers, and fragmented media options require marketers to change their tune – forever. Learn to prepare for the new environment and how to measure your success.
Learn how you can leverage Accounts Receivable (AR) Automation tools to achieve more on-time payments by reading the Institute of Finance & Management’s (IOFM) white paper‚ 8 Steps to a Customer-Centric Approach in Collections.
This case study details how CA leverages its entire knowledge ecosystem, consisting of more than 70 different systems, to bring relevant content directly into the context of support agents and customers.
On any given day, you can ask every passenger on any given airliner what fare they’ve paid, and you’re likely to get as many different answers as the number of passengers willing (and able) to tell you. This plethora of fares is a product of complex revenue management systems evolved by airlines to optimize seat revenues. But is the current system of management the revenue endgame? Or is there an opportunity to look beyond traditional accept-or-reject decisions to build a more customer-centric revenue management system — one that builds on new customer insights to drive management decisions and uncover new sources of revenue?
With the right foundation, the road to digital transformation is easy. Find out the steps you can take to start your journey – and start delivering experiences that truly put your customers at the center.
Read the guide, Customer-centric Digital Transformation: What You Need to Know to learn:
• Five steps toward customer-centric digital transformation
• Four key components that make up excellent customer experiences
• Tips and inspiration from industry experts and digital government agencies
Outdated, manual services aren’t just frustrating for citizens, they slow government processes down and increase costs. The Governing Institute recently analyzed how well state governments deliver digital experiences for citizens, employees, and businesses. Read Delivering on the Digital Experiences that Drive Efficiency to learn:
• How digital experiences measure up in all 50 states
• About our new customer experience maturity model for state governments
• Best practices for improving digital processes in your own state
Today companies are striving to provide a more customer-centric experience. Being able to understand and predict customer behavior can help forge a lasting, profitable relationship between customers and your company.
Customers are more demanding, the competitive landscape is more dynamic, and the very structure of companies is evolving rapidly. What can executives and business leaders do to stay ahead of the curve? Read this eBook to find out how software as a service (SaaS) can transform your business into a more competitive, customer-centric organization.
IBM® Operational Decision Manager Advanced brings together data from different sources to recognize meaningful trends and patterns. It empowers business users to define, manage and automate repeatable operational decisions. As a result, organizations can create and shape customer-centric business moments.
Data is the lifeblood of today’s digital businesses; protecting it from theft, misuse, and abuse is the top responsibility of every S&R leader. Hacked customer data can erase millions in profits, stolen IP can destroy competitive advantage, and unnecessary privacy abuses can bring unwanted scrutiny and fines from regulators while damaging reputations. S&R pros must take a data-centric approach that ensures security travels with the data regardless of user population, location, or even hosting model; position data security and privacy capabilities as competitive differentiators; and build a new kind of customer relationship.
Register today to learn more about this exciting release, its new features, and how you can drive new value for your organization:
- Improve customer centricity by engaging individuals at the right time with the right offers
- Cut operating costs and reduce fraud by gaining real-time visibility and insights into transactions and business operations
- Empower knowledge workers and leverage mobile technologies to create more engaging experiences
ODM is the evolution of business rules management. It provides a complete, easy-to-use system for automating day-today operational decisions and allows businesspeople and IT to collaborate on business rules by using an interface and a language that are comfortable and intuitive for both.
ODM not only allows you to automate your business rules, but also it enables you to apply insights and analytics to operational decisions by bringing together data from different sources and looking at historical trends and patterns to determine the next best action. It ensures that you’re making the right decisions at the right time, when it can make a difference.
What can this mean for your business? Adopting operational decision management can:
• Improve customer centricity (acquisition and retention) by engaging individuals at the right time with the right offers
Customer engagement has emerged as the most critical
competitive factor in the current environment. Fueled
by widespread mobile access and constant social
connectedness, customers are demanding that every
interaction, across every channel, be simple, streamlined
High expectations mean high stakes. When options
abound and patience is low, customers don’t stick around.
Companies need to get it right the first time.
This new customer-centric standard and the ability to
connect directly with customers is fueling a depth and
breadth of enterprise reinvention. Ensuring that every
customer experience across every conceivable channel
delights and adds value calls for a Smarter Process approach
and a new perspective on business process management.
In the digital economy, big IT budgets, lots of brick sand
mortar and an established market presence are no longer at
the foundation of a competitive advantage. What matters now
is the agility and speed to ensure that customer centricity is
supported as an overriding priority of business operations and
Game-changing ideas are developing and competitive threats
are emerging at a rapid and unpredictable pace. The resulting
digital disruption is not just occurring at the margins or within
isolated pockets of industry and commerce. It’s the new normal
and its consequences are far reaching. The essential question
for every organization in every sector is simply: Will we be the
disruptor or will we allow ourselves to be the disrupted?
Staying ahead requires adopting a combination of technology
solutions. Key among them is a smart process and decision
management system that infuses every process with
intelligence in order to continuously raise the bar for customer
In the digital economy, big IT budgets, lots of brick sand mortar and an established market presence are no longer at the foundation of a competitive advantage. What matters now is the agility and speed to ensure that customer centricity is supported as an overriding priority of business operations and decision making.
Game-changing ideas are developing and competitive threats are emerging at a rapid and unpredictable pace. The resulting digital disruption is not just occurring at the margins or within isolated pockets of industry and commerce. It’s the new normal and its consequences are far reaching. The essential question for every organization in every sector is simply: Will we be the disruptor or will we allow ourselves to be the disrupted?
Staying ahead requires adopting a combination of technology solutions. Key among them is a smart process and decision management system that infuses every process with intelligence in order to continuously raise the bar for customer centrici
Did you know that most Americans believe companies should have a presence in social media?* That means most of your customers and prospects expect you to be involved in social media, and will be more likely to do business with you if you are.
*Cone 2008 Business in Social Media Study
The economic downturn means that businesses must capitalize on every opportunity to gain revenue. With the right customer relationship management (CRM) solution, you can protect current revenue streams and unearth new customer revenue opportunities-despite the most challenging market conditions.
Workforce mobilization has become a key competitive requirement for most organizations. However, enabling mobility is more than just providing laptops and mobile phones to users and sending them out into the field. It's about selecting the appropriate technologies and developing the right user experience.
Your highest priority is to grow your business, and your business tools should help you achieve that goal. Sage SalesLogix provides a complete view of customer interactions across sales, marketing, customer service, and support so your teams can collaborate and respond promptly and knowledgeably to customer inquiries and opportunities.
DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
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