Organizations treat customer data as a key component of CRM. Many organizations see an effective customer data management strategy as an important cornerstone of their CRM strategy. Most organizations are moving beyond tactical CRM initiatives focused on saving cost and driving efficiency to making their organization more effective and focused on driving better customer engagement and experience. Customer data is used to enhance customer experiences, improve service quality, target marketing efforts, capture customer sentiment, increase upsell opportunities and trigger product and service innovation.
Examine how forward-looking firms are revamping their lead-to-cash process to impact what matters in the emerging economic environment: strong customer relationships and profitable growth. These firms are achieving a new level of process innovation and integration with powerful new software tools.
Electric vehicle technology touches all areas of the utility business, including IT, forecasters and grid operations. The growth of IoT-connected devices, both in the utility-owned grid and customer-owned smart energy apps, makes this a rich field for innovation. But what analytics infrastructure is needed in order to manage the future demand coming from EVs? And what opportunities and risks do EVs present?
This white paper from Navigant Research, sponsored by SAS and Intel, explores the analytics infrastructure that utilities need to prepare for and benefit from the growth of EVs.
The way companies listen and react to customers through social channels is crucial for businesses today. Social data is raw, real, uniquely insightful and the most authentic representative that marketers have seen in many years. Companies have the opportunity to take rich data and truly learn, understand and engage customers better than they ever have before. Hear how companies like General Motors are using Social Command Centers to improve their customer experience interactions and drive product innovations.
Published By: ForgeRock
Published Date: Oct 24, 2014
Identity is a fundamental requirement to digital growth. Businesses and organizations cannot properly take advantage of mobile, cloud, or Internet of Things (IoT) technologies without a scalable and repeatable identity strategy. Without it, they have no way to identify and engage with their customers in a meaningful way — whether it be through a laptop, mobile phone, tablet, connected car, healthcare wearable, connected home device or the next great connected innovation. This guide is designed to help you understand the essentials of customer-focused identity and how it helps you engage with your customers.
Published By: ForgeRock
Published Date: Mar 10, 2015
Identity is a fundamental requirement to digital growth. Businesses
and organizations cannot properly take advantage of mobile, cloud, or Internet of Things (IoT) technologies without a scalable and epeatable identity strategy. Without it, they have no way to identify and engage with their customers in a meaningful way — whether it be through a laptop, mobile phone, tablet, connected car, healthcare wearable, connected home device or the next great connected innovation. This guide is designed to help you understand the essentials of customer-focused identity and how it helps you engage with your customers.
In a world where speed matters, businesses need agility and flexibility to quickly modify their processes and business practices to stay competitive. Historically, large companies have hampered process agility by locking themselves into outdated systems, processes, and ways of working, but a variety of factors – including modernization and customer expectations – are increasingly playing a role in driving companies toward business process transformation, an emerging topic in the realm of process excellence.
This white paper, based on the Process Excellence Network’s, “5 Ways to Transform Business Processes to Optimize Agility,” by Rob Speck, Vice President of Services at K2, focuses on what
causes and drives process innovation, includes examples of organizations that have done this, and analyzes their return on investment (ROI).
Can an organization that chooses to ignore the insights of employees, customers and business partners expect to thrive? For many, the answer is no. In a global environment where innovation cycles are shrinking, customer expectations are rising and talent is becoming more distributed, companies are seeing the need to more effectively apply the knowledge and experience of individuals, regardless of their vocation, affiliation or organization status. Download this report to learn how you can access the untapped knowledge of your networks.
"Cloud, Mobile and Social are today's communication and engagement models for customers, employees and partners. And to support these models, your infrastructure needs to be simple, flexible, stable, scalable and highly secure. While the changing market dynamics provide growth opportunities for businesses, capitalizing on them requires organizations to build new capabilities that:
Enable continuous delivery of new features
Shorten product innovation time to market
Bring the business value chain closer to customers, partners and employees
You can be a lean startup in an Enterprise! Through collaboration between development, test and operations, an innovative idea can be quickly delivered for customer feedback and reaction. Let’s find out how a team working within a large Enterprise can, in fact, be nimble and creative in getting innovations to market.
Web content management remains a vibrant and growing market, fueled by the aspirations of digital strategists on the demand side and continuous innovation on the supply side. IT application leaders, marketers, digital experience specialists and merchandisers all now view WCM as mission-critical.
Contact centers play a major role in determining the customer’s perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should
use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video.
Cloud solutions allow contact centers to gain access to new technology capabilities and channels on demand with the ability to scale up quickly. They offer the best technology innovation as well as the ability to scale agents up and down as business needs change. This whitepaper provides background on cloud contact centers, their advantages and the essential considerations for selecting a vendor.
Accounts receivable (AR) is no second-rate department. Not only is it usually the largest company asset, it deals directly with customers and cash flow — things businesses can’t do without. You'd think internal AR processes would be on the cutting edge of innovation, right? Yeahhh … not so much.
While departments like sales, marketing and payroll have embraced the use of software solutions, AR has been slow to catch up, with many still relying on sticky notes, calendar reminders and spreadsheets to manage post-sale collections activities.
Read this eBook to discover how automation can:
• Be a complementary tool that eliminates tedious tasks
• Be multi-dimensional, in that its usage can be extended into other areas of AR
• Drive repeat sales and allow you to get paid faster
Download the eBook now to discover more about Accounts Receivable Automation!
Investing in the creation of a Transformational State of Knowledge builds a defensible advantage in delivering great customer experiences. There are 3 capabilities your company will need to be successful.
In a volatile and hyper-competitive market, delivering exceptional multichannel customer service consistently is essential. But delivering world-class service on tight budgets and to even tighter deadlines is a tough challenge for even the largest organizations. That’s why so many of the world’s most successful organizations choose to deliver customer service in the cloud. This eBook is a short introduction on how IT helps drive value for the business through cloud-based customer service solutions.
A strong customer orientation is an essential element to remain competitive in this environment, and Smarter Commerce, an approach developed by IBM to put the customer at the heart of business models, can help banks be more competitive.
Interest in cloud computing over the last several years has been phenomenal. For cloud providers, public or private, it will transform business and operational processes, streamlining customer on-ramping and time to market, facilitating innovation, providing cost efficiencies, and enabling the ability to scale resources on demand.
Cisco's Virtualized Multi-tenant Data Center (VMDC) system defines an end-to-end architecture, which an organization may reference for the migration or build out of virtualized, multi-tenant data centers for new cloud-based service models such as Infrastructure as a Service (IaaS).
Businesses must become agile and provide differentiated service as customer demands and
expectations change. Moving beyond simple phone transactions, customers are taking matters into
their own hands and turning to their peers, the web and social media to find answers.
Contact centers play a major role in determining the customer’s perception of a company. Often seen
as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that
they deliver personalized communications in the channels that customers prefer. Businesses should
use cloud technology to add multichannel tools and support growing demand for chat, social, SMS
Cloud solutions allow contact centers to gain access to new technology capabilities and channels on
demand with the ability to scale up quickly. They offer the best technology innovation as well as the
ability to scale agents up and down as business needs change. This whitepaper provides background
on cloud contact cen
Technology’s role in business and society has
shifted away from largely driving efficiencies to
innovating and creating engaging experiences
that attract and retain customers. Innovations and
business outcomes are fueled by a perfect storm
of technology trends in cloud, analytics, machine
learning, IoT and the emerging API Economy. The
convergence of these technologies has created
new opportunities for enterprises to improve
business performance by acquiring customers
faster while creating brand loyalty. The role of
technology expands the interaction with customers
beyond the core of the enterprise – away from
100% dependencies on systems of records –
and towards real-time, contextual interactions.
Businesses are a digital business or they are
evolving to become one. This requires enterprises
to re-think how they build software architectures.
For organizations where customer experience is key, customer collaboration is one of the best ways to build trusted relationships and improve customer loyalty. Read this whitepaper to discover best practices that drive brand affinity, repeat business and increased loyalty, all while decreasing your overall customer service cost.
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.
Data Centre Dynamics Ltd.
102-108 Clifton Street
London EC2A 4HW