CustVox Methodology Framework - v1 2

1,077 views

Published on

In reality, managing customer experience is not difficult. CEM is made difficult because a business lacks a system for collecting and managing this information in a structured fashion.

The CustVox Customer Experience Management solution is based on a simple standard "Customer Experience Conceptual Framework", allowing organizations to understand why, when and how to solicit feedback and what to do when it is received.

Published in: Technology, Business
0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
1,077
On SlideShare
0
From Embeds
0
Number of Embeds
143
Actions
Shares
0
Downloads
21
Comments
0
Likes
2
Embeds 0
No embeds

No notes for slide

CustVox Methodology Framework - v1 2

  1. 1. CustVoxMethodology Framework<br />
  2. 2. 1<br />2<br />3<br />4<br />5<br />Capture<br />Analyze<br />Integrate<br />Improve<br />Measure<br />CEM Methodology<br />
  3. 3. Enable your customer to interact with you…<br />Whenever, wherever and however he wants!<br />Capture<br />Call Centre<br />Email Contact<br />Shop<br />Customer Visit<br />Website<br />Social Network<br />Enable your company to capture the voice of its customer in real time.<br />
  4. 4. CustVox offers an easy-to-use, multi-language application with multi and cross channel capabilities<br />The voice of the customer is captured 24 / 7/ 365 from any available channel in real time and stored into a central repository for analysis…<br />
  5. 5. Analyze<br />Allowing real-time analysis of:<br />Customer satisfaction level<br />1<br />Important drivers of satisfaction and dissatisfaction<br />2<br />
  6. 6. CustVox offers state of the art technologies to:<br />Mine & analyze unstructured information<br />Segment demo and psychographics<br />Generate reports and triggers to gain insight<br />Detect the importance of the information and understand drivers of satisfaction / dissatisfaction<br />1<br />2<br />3<br />4<br />
  7. 7. 1<br />Integrate analytic findings into your organization<br />Integrate<br />2<br />Avoid analytic paralysis and make the findings immediately usable and actionable <br />
  8. 8. CustVox offers:<br />A Service-Oriented Architecture for easy integration in existing IT systems<br />Software as a Service for quick deployment, flexibility and cost effectiveness<br />1<br />2<br />CustVoxdelivers:<br />The right information, to the right people, at the right time.<br />
  9. 9. Improve<br />Increase retention and loyalty<br />Reduce churn and costs<br />Discover new revenue streams<br />Improve processes<br />1<br />2<br />3<br />4<br />
  10. 10. CustVox helps your company to:<br />“Close the loop”: listen, act and communicate back on a 1:1 basis<br />Improve your organization’s structures and processes<br />1<br />2<br /><ul><li>Supports improvement programs resolving structural issues
  11. 11. Provides valuable insight into improvements to enhance the customer experience and increase loyalty
  12. 12. Helps discover and prioritize issues that lead to a decrease in customer satisfaction and consequently, loyalty.</li></li></ul><li>Measure<br />You can’t manage what you can’t measure!<br />Enable real-time evaluations at the ‘moment of truth’.<br />1<br />Measure KPIs, 6 Sigma, NPS, Norton/Kaplan Balance Score Card, etc.<br />2<br />Measure improvements in efficiency and value created.<br />3<br />
  13. 13. CustVox offers:<br />Unique and user-friendly customer experience dashboard with personalized KPI integration<br />Real-time reports on touch point performance<br />Real-time report on product satisfaction<br />Real-time report on product experience<br />1<br />2<br />3<br />4<br />
  14. 14. Capture<br />Analyze<br />Measure<br />Integrate<br />Improve<br />CustVox lets your customers drive.<br />

×