Communications sent to existing customers are the "last mile" of digital business transformation and customer experience improvement efforts. This white paper examines the relationship between customer communications management and digital customer experience.
BCIT is a global business process management company that provides business process outsourcing (BPO) and customer relationship management (CRM) services. It helps clients align their BPO strategies and services with key business goals through metrics development, governance frameworks, and focus on customer experience. BCIT uses analytics and insights to improve clients' operational performance and drive business growth. It innovates through a collaborative approach and ensures its service offerings are portable across platforms. BCIT works with resellers and stresses consistency, efficiency and supporting partners' success.
Today’s CRM market offers a significant number of solutions and software alternatives. Some fit larger enterprises (which typically require on-premise hosting) while others apply more to the needs of SME’s (commonly utilizing a cloud-hosted solution).
When it comes to CRM solutions, providers must adapt their product to fit a constantly changing business landscape. For example, more and more CRM solutions are now becoming available for mobile. This is a crucial advantage for modern companies and brings versatility to their CRM usage. Being able to maintain your customer relationships directly from your phone or tablet changes the way you operate and manage your sales activities.
Customer Relationship Management (CRM) software solutions and their impact on business growth and profitability continue to increase in importance for Logistics and Transportation leadership teams. Sales Outcomes has compiled their top 6 critical considerations for a CRM investment in the Logistics and Transportation industry.
This document discusses key factors to consider when evaluating customer relationship management (CRM) solutions. It outlines a 5-point checklist for organizations to use in determining whether an on-premise, on-demand, or hybrid CRM deployment option can meet their unique needs. The checklist examines whether solutions can satisfy operational requirements, enable a dynamic workforce, ensure data security, facilitate user adoption, and provide necessary flexibility. The document emphasizes the importance of choosing a CRM that can scale and adapt over time to support new users, processes, roles and business needs.
This document discusses AMEYO, a customer interaction management software that simplifies customer interactions across multiple channels. It involves using technology to organize, automate, and synchronize business processes with goals of customer acquisition, retention, repeat sales, and reducing costs. AMEYO provides an all-in-one communication solution for managing interactions to improve customer experience, business efficiency, and monitor productivity. It has components like IVR, predictive dialing, ACD, voice logging, quality management, and CRM integration.
Mobile CRM: a New Perspective Mobile sales teams are usually composed of a firm’s most valuable salespeople: the ones who close the most deals and are the most direct generators of new revenue.
Orchestrating a Customer Engagement JourneySaggezza
Kashif Mahbub presents on orchestrating customer engagement through an integrated solution. An orchestrated approach breaks down data silos, uses analytics to gain customer insights, integrates those insights into unified communications across channels, and closes the loop with omnichannel delivery and customer feedback. This full-stack approach requires specialized skills in data analytics, customer engagement, user experience design, and custom application development. Saggezza is well-positioned to provide such an orchestrated solution due to its expertise in big data, customer management, and specialized development teams.
Soffront CRM offers a highly configurable and low cost CRM package for mid-size businesses. It provides all the key sales, marketing, and customer service functionality needed in a flexible way. The unique architecture and design of Soffront CRM allows customers to generate custom code based on their specifications, enabling quick and inexpensive changes to the system to meet evolving business needs without requiring extensive programming. This flexibility is designed to provide mid-size businesses with a CRM solution that can easily adapt to their fast-paced, changing environments at a lower total cost of ownership than other options.
BCIT is a global business process management company that provides business process outsourcing (BPO) and customer relationship management (CRM) services. It helps clients align their BPO strategies and services with key business goals through metrics development, governance frameworks, and focus on customer experience. BCIT uses analytics and insights to improve clients' operational performance and drive business growth. It innovates through a collaborative approach and ensures its service offerings are portable across platforms. BCIT works with resellers and stresses consistency, efficiency and supporting partners' success.
Today’s CRM market offers a significant number of solutions and software alternatives. Some fit larger enterprises (which typically require on-premise hosting) while others apply more to the needs of SME’s (commonly utilizing a cloud-hosted solution).
When it comes to CRM solutions, providers must adapt their product to fit a constantly changing business landscape. For example, more and more CRM solutions are now becoming available for mobile. This is a crucial advantage for modern companies and brings versatility to their CRM usage. Being able to maintain your customer relationships directly from your phone or tablet changes the way you operate and manage your sales activities.
Customer Relationship Management (CRM) software solutions and their impact on business growth and profitability continue to increase in importance for Logistics and Transportation leadership teams. Sales Outcomes has compiled their top 6 critical considerations for a CRM investment in the Logistics and Transportation industry.
This document discusses key factors to consider when evaluating customer relationship management (CRM) solutions. It outlines a 5-point checklist for organizations to use in determining whether an on-premise, on-demand, or hybrid CRM deployment option can meet their unique needs. The checklist examines whether solutions can satisfy operational requirements, enable a dynamic workforce, ensure data security, facilitate user adoption, and provide necessary flexibility. The document emphasizes the importance of choosing a CRM that can scale and adapt over time to support new users, processes, roles and business needs.
This document discusses AMEYO, a customer interaction management software that simplifies customer interactions across multiple channels. It involves using technology to organize, automate, and synchronize business processes with goals of customer acquisition, retention, repeat sales, and reducing costs. AMEYO provides an all-in-one communication solution for managing interactions to improve customer experience, business efficiency, and monitor productivity. It has components like IVR, predictive dialing, ACD, voice logging, quality management, and CRM integration.
Mobile CRM: a New Perspective Mobile sales teams are usually composed of a firm’s most valuable salespeople: the ones who close the most deals and are the most direct generators of new revenue.
Orchestrating a Customer Engagement JourneySaggezza
Kashif Mahbub presents on orchestrating customer engagement through an integrated solution. An orchestrated approach breaks down data silos, uses analytics to gain customer insights, integrates those insights into unified communications across channels, and closes the loop with omnichannel delivery and customer feedback. This full-stack approach requires specialized skills in data analytics, customer engagement, user experience design, and custom application development. Saggezza is well-positioned to provide such an orchestrated solution due to its expertise in big data, customer management, and specialized development teams.
Soffront CRM offers a highly configurable and low cost CRM package for mid-size businesses. It provides all the key sales, marketing, and customer service functionality needed in a flexible way. The unique architecture and design of Soffront CRM allows customers to generate custom code based on their specifications, enabling quick and inexpensive changes to the system to meet evolving business needs without requiring extensive programming. This flexibility is designed to provide mid-size businesses with a CRM solution that can easily adapt to their fast-paced, changing environments at a lower total cost of ownership than other options.
This document discusses Pivotal CRM software for the home building and real estate industries. It describes how Pivotal CRM provides tools to attract and manage high-quality leads, streamline the sales process, and deliver outstanding customer care. It highlights how Pivotal CRM fits the specific needs of these industries with integrated solutions for marketing, sales, and customer service tailored to their business processes.
This document summarizes the key considerations for small to medium-sized businesses (SMBs) when selecting and implementing a customer relationship management (CRM) solution. It discusses that SMBs have unique needs compared to large enterprises, including lower budgets and the need for quick implementation. An effective CRM solution for SMBs should improve business efficiencies, drive increased revenues, be easy for business users to customize, and grow with the business. The document evaluates cloud vs on-premise CRM solutions and recommends searching for a complete cloud solution from a vendor experienced in SMB solutions that is easy to use, customize, integrate across departments, and implement at a low total cost of ownership.
CRM soft wares comparisons and recommendationEvelyne Otto
The document discusses key criteria for evaluating Customer Relationship Management (CRM) systems, including Salesforce and Microsoft Dynamics. It analyzes both platforms across dimensions such as scalability, ease of use, deployment options, available features, integration capabilities, flexibility, reporting, costs and developer strength. While Salesforce has a larger app ecosystem and mobile offerings, Microsoft provides better integration and lower costs. Overall, the best CRM solution will depend on a company's unique needs and growth projections.
The Pivotal Service Suite is a CRM solution that enables companies to create cost-effective customer support centers. It includes modules for service request management, contact centers, field service, self-service websites, and analytics. The suite integrates sales, marketing, and service to provide personalized customer interactions across all channels. This improves customer service while reducing costs through increased efficiencies.
Pivotal CRM for Financial Services offers comprehensive, integrated, industry-specific capabilities that increase insight into operational performance, streamline processes across the firm, and improve responsiveness to client demands
Pivotal CRM Integration Solutions provides a framework to integrate customer data across different business systems and applications. This helps create a single view of the customer and share critical information enterprise-wide. The framework uses a combination of solutions like middleware, adapters and web services to integrate CRM systems with other applications. It addresses challenges like integrating data from various sources and formats, connecting different departmental software, and merging customer interaction channels.
Creating a Scalable and Extensible On-Demand Customer Communications Manageme...Cognizant
We explore the benefits of using an on-demand, virtualized modality for customer communications management (CCM) system to enhance customer experience across numerous lines of business (LOBs) and reduce total cost of ownership (TCO).
CDC MarketFirst Analytics provides marketers with a powerful analytics engine and integrated tools to analyze marketing campaign performance and monitor results in real-time. It features customizable dashboards, pre-built reports, alerts and the ability to drill down into metrics to optimize campaigns and resources. The solution aims to help users make faster, data-driven decisions to improve results and accountability with minimal IT impact or costs.
The document discusses selling chain management (SeCM) and its role in transforming customer contact into revenue. SeCM establishes linkages between previously disconnected sales functions and processes to enable new revenue channels while improving existing channels. It analyzes how companies like Cisco have implemented SeCM solutions to better engage customers, increase sales effectiveness, and coordinate team selling across multiple sales channels. However, fully reengineering core sales processes and implementing new business models, as shown by the example of Custom Foot, can encounter challenges integrating technologies with existing workflows.
The document discusses an automotive CRM solution called Consueto that aims to close the loop between CRM and dealer management systems. It describes Consueto's focus on automotive OEMs, dealers, and other entities. The solution is built on Microsoft Dynamics CRM and aims to improve customer relationship management through data-driven communications and understanding customer value. It outlines features for marketing management, sales processes, customer self-service, and integrating social networking data.
This document provides an overview of the Magic Quadrant for Customer Communications Management Software published by Gartner in January 2017. It evaluates 15 featured CCM providers, assessing their strengths and capabilities. The market for CCM tools is evolving from static printed outputs to dynamic on-demand communications across multiple channels. Application leaders should use this report to help assess the best CCM solution for their organization.
The document promotes a cloud-based business application platform called e-ON RIX Business, Financials & CRM. It provides integrated commercial, financial, and customer relationship management functionality that can be accessed through a web browser from anywhere. The platform aims to help businesses improve productivity, access real-time information, and gain a competitive advantage through automation and integration of business transactions and customer data.
The document promotes a cloud-based business application platform called E-ON RIX Business, Financials & CRM. It provides integrated commercial, financial, and customer relationship management functionality that can be accessed from any internet-connected device through a web browser. Key benefits highlighted include lower IT costs of up to 80% compared to traditional on-premise software, as well as real-time access to business information anywhere and anytime. The platform aims to help businesses improve productivity, automation, and competitiveness.
Vendor Landscape: CRM Suites for SmallEnterprises
Adopt a dedicated Customer Relationship Management (CRM) suite for
integrated automation of sales, marketing, and service processes. Be sure
you don’t cut corners when it comes to social media, it’s today’s true market
differentiator.
SugarCRM is rethinking how technology can help companies manage customer relationships. Sugar, the market leading commercial open source CRM application, delivers a feature-rich set of business processes that enhance marketing effectiveness, drive sales performance, improve customer satisfaction and provide executive insight into business performance. Supported by deep collaboration and administration capabilities that adapt to how your company operates, Sugar is delighting customers of all sizes across a broad range of industries.
The document describes the services offered by a 360 creative agency called E-maginationz, including branding, digital advertising, video and photography, event management, content creation, software development, and printing. The agency aims to help clients achieve their branding goals through strategic planning, creative design, and digital and traditional marketing solutions. Samples of satisfied past clients are listed for each of the agency's service areas.
The document discusses Microsoft Dynamics CRM and its capabilities for customer service applications. It describes how Dynamics CRM addresses common pain points like long project timelines, lack of agility, and high investments through features such as reduced customization times, modular approaches, focus on high-value business logic, and support for different delivery models. It also outlines Dynamics CRM's core and advanced customer service application areas and capabilities, and provides examples of how customers have benefited from using Dynamics CRM.
The document discusses the need for integrated enterprise applications to support modern e-business architectures. It describes how isolated, standalone applications are no longer sufficient and companies need application frameworks that combine applications like ERP, CRM, SCM, and others. It provides examples of companies that have implemented various integrated application strategies to improve areas like customer service, supply chain management, and sales.
The document discusses trends in e-business and technology that are important for managers to consider. It covers trends related to customers, such as demands for faster service and more integrated solutions. It also outlines trends for e-services, organizations, employees, and enterprise technology, such as a shift to integrated applications and multi-channel integration. General technology trends discussed include wireless applications, handheld devices, and infrastructure convergence. The document emphasizes that identifying and exploiting these trends is key to developing effective e-business strategies.
This document discusses different options for deploying a CRM system, including on-premise, privately hosted on-premise, multi-tenant SaaS, and private SaaS. It notes the tradeoffs of each option in terms of cost, customization capabilities, control, and other factors. The document also provides an example of Alaska Airlines using an on-premise Siebel CRM system to gain insights into customer loyalty from various data sources. It concludes by recommending customers consider their specific business needs and level of commitment to CRM when choosing the best deployment option.
Blueworx Whitepaper: The Journey of Contact Center Cloud MigrationBlueworx
The document provides 10 tips for successfully migrating a contact center to the cloud. It emphasizes assessing current technology and business objectives, reviewing automation capabilities, developing a migration roadmap, proving out concepts, and establishing ongoing support. The overall message is that migrating to a cloud solution with Blueworx can reduce costs while improving the customer experience and delivering ongoing business value through new features and control.
Amazon Connect Rethink Your Contact Center with CloudHesive.pptxCloudHesive
CloudHesive is an AWS Premier Consulting Partner that provides cloud software and services. They were founded in 2014 by cloud technology veterans and have offices across the US, Argentina, and Chile. CloudHesive offers business solutions and managed services that integrate AWS products like Amazon Connect, Amazon WorkSpaces, and more. Their SaaS platforms like ConnectPath and Centricity take base AWS functionality and customize it with additional features without requiring technical cloud expertise. CloudHesive aims to help organizations launch and scale their businesses in the cloud.
This document discusses Pivotal CRM software for the home building and real estate industries. It describes how Pivotal CRM provides tools to attract and manage high-quality leads, streamline the sales process, and deliver outstanding customer care. It highlights how Pivotal CRM fits the specific needs of these industries with integrated solutions for marketing, sales, and customer service tailored to their business processes.
This document summarizes the key considerations for small to medium-sized businesses (SMBs) when selecting and implementing a customer relationship management (CRM) solution. It discusses that SMBs have unique needs compared to large enterprises, including lower budgets and the need for quick implementation. An effective CRM solution for SMBs should improve business efficiencies, drive increased revenues, be easy for business users to customize, and grow with the business. The document evaluates cloud vs on-premise CRM solutions and recommends searching for a complete cloud solution from a vendor experienced in SMB solutions that is easy to use, customize, integrate across departments, and implement at a low total cost of ownership.
CRM soft wares comparisons and recommendationEvelyne Otto
The document discusses key criteria for evaluating Customer Relationship Management (CRM) systems, including Salesforce and Microsoft Dynamics. It analyzes both platforms across dimensions such as scalability, ease of use, deployment options, available features, integration capabilities, flexibility, reporting, costs and developer strength. While Salesforce has a larger app ecosystem and mobile offerings, Microsoft provides better integration and lower costs. Overall, the best CRM solution will depend on a company's unique needs and growth projections.
The Pivotal Service Suite is a CRM solution that enables companies to create cost-effective customer support centers. It includes modules for service request management, contact centers, field service, self-service websites, and analytics. The suite integrates sales, marketing, and service to provide personalized customer interactions across all channels. This improves customer service while reducing costs through increased efficiencies.
Pivotal CRM for Financial Services offers comprehensive, integrated, industry-specific capabilities that increase insight into operational performance, streamline processes across the firm, and improve responsiveness to client demands
Pivotal CRM Integration Solutions provides a framework to integrate customer data across different business systems and applications. This helps create a single view of the customer and share critical information enterprise-wide. The framework uses a combination of solutions like middleware, adapters and web services to integrate CRM systems with other applications. It addresses challenges like integrating data from various sources and formats, connecting different departmental software, and merging customer interaction channels.
Creating a Scalable and Extensible On-Demand Customer Communications Manageme...Cognizant
We explore the benefits of using an on-demand, virtualized modality for customer communications management (CCM) system to enhance customer experience across numerous lines of business (LOBs) and reduce total cost of ownership (TCO).
CDC MarketFirst Analytics provides marketers with a powerful analytics engine and integrated tools to analyze marketing campaign performance and monitor results in real-time. It features customizable dashboards, pre-built reports, alerts and the ability to drill down into metrics to optimize campaigns and resources. The solution aims to help users make faster, data-driven decisions to improve results and accountability with minimal IT impact or costs.
The document discusses selling chain management (SeCM) and its role in transforming customer contact into revenue. SeCM establishes linkages between previously disconnected sales functions and processes to enable new revenue channels while improving existing channels. It analyzes how companies like Cisco have implemented SeCM solutions to better engage customers, increase sales effectiveness, and coordinate team selling across multiple sales channels. However, fully reengineering core sales processes and implementing new business models, as shown by the example of Custom Foot, can encounter challenges integrating technologies with existing workflows.
The document discusses an automotive CRM solution called Consueto that aims to close the loop between CRM and dealer management systems. It describes Consueto's focus on automotive OEMs, dealers, and other entities. The solution is built on Microsoft Dynamics CRM and aims to improve customer relationship management through data-driven communications and understanding customer value. It outlines features for marketing management, sales processes, customer self-service, and integrating social networking data.
This document provides an overview of the Magic Quadrant for Customer Communications Management Software published by Gartner in January 2017. It evaluates 15 featured CCM providers, assessing their strengths and capabilities. The market for CCM tools is evolving from static printed outputs to dynamic on-demand communications across multiple channels. Application leaders should use this report to help assess the best CCM solution for their organization.
The document promotes a cloud-based business application platform called e-ON RIX Business, Financials & CRM. It provides integrated commercial, financial, and customer relationship management functionality that can be accessed through a web browser from anywhere. The platform aims to help businesses improve productivity, access real-time information, and gain a competitive advantage through automation and integration of business transactions and customer data.
The document promotes a cloud-based business application platform called E-ON RIX Business, Financials & CRM. It provides integrated commercial, financial, and customer relationship management functionality that can be accessed from any internet-connected device through a web browser. Key benefits highlighted include lower IT costs of up to 80% compared to traditional on-premise software, as well as real-time access to business information anywhere and anytime. The platform aims to help businesses improve productivity, automation, and competitiveness.
Vendor Landscape: CRM Suites for SmallEnterprises
Adopt a dedicated Customer Relationship Management (CRM) suite for
integrated automation of sales, marketing, and service processes. Be sure
you don’t cut corners when it comes to social media, it’s today’s true market
differentiator.
SugarCRM is rethinking how technology can help companies manage customer relationships. Sugar, the market leading commercial open source CRM application, delivers a feature-rich set of business processes that enhance marketing effectiveness, drive sales performance, improve customer satisfaction and provide executive insight into business performance. Supported by deep collaboration and administration capabilities that adapt to how your company operates, Sugar is delighting customers of all sizes across a broad range of industries.
The document describes the services offered by a 360 creative agency called E-maginationz, including branding, digital advertising, video and photography, event management, content creation, software development, and printing. The agency aims to help clients achieve their branding goals through strategic planning, creative design, and digital and traditional marketing solutions. Samples of satisfied past clients are listed for each of the agency's service areas.
The document discusses Microsoft Dynamics CRM and its capabilities for customer service applications. It describes how Dynamics CRM addresses common pain points like long project timelines, lack of agility, and high investments through features such as reduced customization times, modular approaches, focus on high-value business logic, and support for different delivery models. It also outlines Dynamics CRM's core and advanced customer service application areas and capabilities, and provides examples of how customers have benefited from using Dynamics CRM.
The document discusses the need for integrated enterprise applications to support modern e-business architectures. It describes how isolated, standalone applications are no longer sufficient and companies need application frameworks that combine applications like ERP, CRM, SCM, and others. It provides examples of companies that have implemented various integrated application strategies to improve areas like customer service, supply chain management, and sales.
The document discusses trends in e-business and technology that are important for managers to consider. It covers trends related to customers, such as demands for faster service and more integrated solutions. It also outlines trends for e-services, organizations, employees, and enterprise technology, such as a shift to integrated applications and multi-channel integration. General technology trends discussed include wireless applications, handheld devices, and infrastructure convergence. The document emphasizes that identifying and exploiting these trends is key to developing effective e-business strategies.
This document discusses different options for deploying a CRM system, including on-premise, privately hosted on-premise, multi-tenant SaaS, and private SaaS. It notes the tradeoffs of each option in terms of cost, customization capabilities, control, and other factors. The document also provides an example of Alaska Airlines using an on-premise Siebel CRM system to gain insights into customer loyalty from various data sources. It concludes by recommending customers consider their specific business needs and level of commitment to CRM when choosing the best deployment option.
Blueworx Whitepaper: The Journey of Contact Center Cloud MigrationBlueworx
The document provides 10 tips for successfully migrating a contact center to the cloud. It emphasizes assessing current technology and business objectives, reviewing automation capabilities, developing a migration roadmap, proving out concepts, and establishing ongoing support. The overall message is that migrating to a cloud solution with Blueworx can reduce costs while improving the customer experience and delivering ongoing business value through new features and control.
Amazon Connect Rethink Your Contact Center with CloudHesive.pptxCloudHesive
CloudHesive is an AWS Premier Consulting Partner that provides cloud software and services. They were founded in 2014 by cloud technology veterans and have offices across the US, Argentina, and Chile. CloudHesive offers business solutions and managed services that integrate AWS products like Amazon Connect, Amazon WorkSpaces, and more. Their SaaS platforms like ConnectPath and Centricity take base AWS functionality and customize it with additional features without requiring technical cloud expertise. CloudHesive aims to help organizations launch and scale their businesses in the cloud.
The AIRDOCS SaaS platform solves business problems related to document delivery, archiving, and customer satisfaction. It personalizes communications across channels and measures return on investment. AIRDOCS addresses the challenges of engaging modern customers and enables personalized, multi-channel communications through flexible tools and integration of customer data.
How outbound communication and crm can take your contact center to the next l...ConvergeHub
1) The document discusses how legacy telephony-centric contact centers can take advantage of cloud telephony and CRM to enable more proactive outbound communication with customers.
2) Integrating cloud telephony with CRM allows contact centers to send personalized, customer-specific outbound messages across multiple channels to provide alerts, announcements and engage in more meaningful ways beyond just solving problems.
3) This streamlines business processes, automates some outbound communications, and frees up agents to focus more on inbound customer support while still maintaining customer relationships through proactive outbound messaging.
The document provides an overview and comparison of legacy CPQ (configure-price-quote) solutions versus next-generation CPQ solutions. It discusses key criteria for evaluating CPQ solutions such as flexibility and ease of use, cross-platform mobility, customer experience, go-to-market cycles, pricing and implementation time. Next-generation CPQ solutions are more affordable, easy to use, mobile-enabled and have faster implementation compared to legacy CPQ solutions which require more resources and customization. The document aims to help readers understand the CPQ market and choose the right solution for their needs.
Customer Experience Management Transforming Financial Industry To The Next LevelFCICCM1
CXM: It’s All About The ROI! The Financial industry now is investing in Customer Experience Management (CXM) Systems as they are understanding the impact of effective & personalized communications for better customer experience (CX). For more information visit their website.
The document discusses choosing between content management systems (CMS) and customer experience management (CEM) platforms. It outlines that CEM platforms offer more robust features beyond just web content, including marketing automation, commerce, analytics and personalization. The document provides a detailed process for evaluating platforms, including setting requirements, comparing features, demos, reference calls and user testing to identify the best option.
Top cloud CRM overview. Part 1 - Choosing the right CRM solutionEugene Zozulya
Cloud CRM is a software as a service, hosted in a public or private cloud, that allows users to access application and their data remotely. Hosted CRM software can be either single- or multi-tenant. Single-tenant means that each of the vendor’s servers contains one organization’s data. Multi-tenant means that computing resources (servers, databases, etc.) are shared among many different organizations.
Choosing the right CRM solution always a challenge, especially for enterprises. For many small and medium-sized businesses always costs associated with purchasing, installing and implementing a CRM system can greatly overshadow the benefits.
Cloud CRM with free trial can be an easy way to try out you key CRM processes without upfront investments
Nous voyons de nombreuses entreprises aujourd'hui ajoutant plusieurs Clouds Salesforce dans leur évolution digitale.
En tant que Consultant Salesforce (business ou technique), il n'est pas rare de voir une société utiliser Marketing Cloud dans le département Marketing, Commerce Cloud pour ses ventes en ligne, dans BU d'e-commerce, et dans leur SAV envisager d'ajouter Service Cloud.
Ce n'est qu'un exemple de 3 Clouds Salesforce, et il y a d'autres combinaisons de Clouds, mais voilà l'idée que dans l'écosystème Salesforce, nous sommes maintenant au défi d'aligner tout en une plate-forme numérique cross-Cloud qui est sou jacente de nouveaux parcours clients et employé.
Dans cette session, nous examinerons 2 cas d'intégration Cross-Cloud (B2C et B2B) et les meilleures pratiques sur la façon de les connecter en une seule vue Client.
Ce sont également des cas d'utilisation que Salesforce utilise dans une nouvelle génération de certifications à partir de janvier 2021 - Salesforce Solution Architect & Salesforce Enterprise Architect (ne pas confondre avec l'existante CTA - Cloud Technical Architect)
The document discusses CRM solutions offered by Tata Consultancy Services. It explains that TCS provides complete CRM services from consulting to implementation using various CRM platforms like Oracle, SAP, Salesforce and Microsoft. TCS helps companies redesign CRM processes, transform legacy systems to modern CRM technologies for customer data transparency and unified interactions across channels.
The document summarizes Microsoft Dynamics CRM, a customer relationship management software. It discusses how CRM is important for managing the customer lifecycle and driving business success. It then outlines some of Microsoft Dynamics CRM's key features, including an easy user experience, configurable workflows, integration capabilities, and its use by over 15,500 customers globally across industries like telecommunications, banking, and retail.
This document discusses Salesforce, a cloud-based customer relationship management (CRM) system. It provides the following key points:
1. Salesforce is the world's leading CRM system, founded in 1999. It provides an affordable, web-based CRM platform used by over 100,000 customers globally.
2. Salesforce CRM offers complete marketing, sales, service, and management solutions. It allows synchronization across channels and optimized collaboration.
3. Some advantages of cloud-based CRM include low upfront costs, easy scaling, and focus on innovation rather than infrastructure. However, a constant internet connection is required and companies lose some control over their data.
Cloud-based CRM systems have several advantages over traditional on-premise systems:
1) They reduce costs compared to legacy on-premise systems and allow small/mid-sized businesses to access features typically only available to larger enterprises.
2) They are easier to deploy since the cloud provider handles infrastructure issues like hardware, software, and maintenance.
3) Downtime and data loss are less of a risk since daily backups and high uptime SLAs are standard with cloud CRM providers.
4) Mobility and accessibility are improved as users can access the CRM from any device or location through an internet connection.
The document provides an overview of the OpenText Exstream product. Some key enhancements in the new Release 16.3 version include improved abilities for non-technical users to modify and publish content, new integrations with other OpenText products, and enhanced connectivity with enterprise systems. The release continues OpenText's focus on helping business users easily create and deliver customized communications across channels for customers.
The document discusses how communications service providers are moving their legacy business support systems to the cloud in order to reduce costs, increase speed and agility, and improve customer experiences. It introduces Accenture's SaaS Reference Architecture for Communications Service Providers, which provides a framework and reference designs to simplify and accelerate the migration of business support systems to cloud platforms like Salesforce. The reference architecture helps communications providers develop cloud-based solutions more quickly and reduce project risks.
With the right CRM comes the opportunity for Along the way, IT managers need an integratedcompanies to really get to know their customers, set of technologies—from websites to databasestheir needs, preferences and their buying and data mining tools—to make it work.patterns.
Week 4 power point slide -1-case study 1-customer relationship....salesforceZulkifflee Sofee
Salesforce is a global cloud computing company headquartered in San Francisco best known for its customer relationship management (CRM) product. It has expanded into social networking applications through acquisitions. Salesforce offers CRM software and platforms that can be accessed from any internet-enabled device. CRM blends processes, people and technology to attract and retain customers by learning their needs and providing optimal service. Salesforce CRM solutions can be up and running quickly to deliver business results within 30 days compared to conventional CRM software. Salesforce Identity provides identity and access management for applications through the simplicity and security of the Salesforce platform.
Week 4 power point slide -1-case study 1-customer relationship....salesforceZulkifflee Sofee
Salesforce is a global cloud computing company headquartered in San Francisco best known for its customer relationship management (CRM) product. It has expanded into social networking applications through acquisitions. Salesforce offers CRM software and platforms that can manage customer relationships while controlling costs. Small to mid-sized companies are most likely to adopt cloud-based CRM services as they lack resources to build such software in-house, while larger companies may have concerns about data control and availability issues with cloud services.
CRM Systems and Implemetation - Challenges & Opportunitiesseniorshelf.com
The document discusses customer relationship management (CRM) systems and their implementation. It defines CRM as a strategy for managing relationships and interactions with customers. CRM systems help businesses maintain customer records, track interactions, and improve business relationships. Without a CRM system, customer data is dispersed and businesses lack organizational knowledge. The document then discusses types of CRM systems, key components, and considerations for implementing a successful CRM strategy and system.
Similar to Customer Communication for Digital Experience (20)
Taurus Zodiac Sign: Unveiling the Traits, Dates, and Horoscope Insights of th...my Pandit
Dive into the steadfast world of the Taurus Zodiac Sign. Discover the grounded, stable, and logical nature of Taurus individuals, and explore their key personality traits, important dates, and horoscope insights. Learn how the determination and patience of the Taurus sign make them the rock-steady achievers and anchors of the zodiac.
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
Industrial Tech SW: Category Renewal and CreationChristian Dahlen
Every industrial revolution has created a new set of categories and a new set of players.
Multiple new technologies have emerged, but Samsara and C3.ai are only two companies which have gone public so far.
Manufacturing startups constitute the largest pipeline share of unicorns and IPO candidates in the SF Bay Area, and software startups dominate in Germany.
3 Simple Steps To Buy Verified Payoneer Account In 2024SEOSMMEARTH
Buy Verified Payoneer Account: Quick and Secure Way to Receive Payments
Buy Verified Payoneer Account With 100% secure documents, [ USA, UK, CA ]. Are you looking for a reliable and safe way to receive payments online? Then you need buy verified Payoneer account ! Payoneer is a global payment platform that allows businesses and individuals to send and receive money in over 200 countries.
If You Want To More Information just Contact Now:
Skype: SEOSMMEARTH
Telegram: @seosmmearth
Gmail: seosmmearth@gmail.com
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
The 10 Most Influential Leaders Guiding Corporate Evolution, 2024.pdfthesiliconleaders
In the recent edition, The 10 Most Influential Leaders Guiding Corporate Evolution, 2024, The Silicon Leaders magazine gladly features Dejan Štancer, President of the Global Chamber of Business Leaders (GCBL), along with other leaders.
IMPACT Silver is a pure silver zinc producer with over $260 million in revenue since 2008 and a large 100% owned 210km Mexico land package - 2024 catalysts includes new 14% grade zinc Plomosas mine and 20,000m of fully funded exploration drilling.
Best practices for project execution and deliveryCLIVE MINCHIN
A select set of project management best practices to keep your project on-track, on-cost and aligned to scope. Many firms have don't have the necessary skills, diligence, methods and oversight of their projects; this leads to slippage, higher costs and longer timeframes. Often firms have a history of projects that simply failed to move the needle. These best practices will help your firm avoid these pitfalls but they require fortitude to apply.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Discover timeless style with the 2022 Vintage Roman Numerals Men's Ring. Crafted from premium stainless steel, this 6mm wide ring embodies elegance and durability. Perfect as a gift, it seamlessly blends classic Roman numeral detailing with modern sophistication, making it an ideal accessory for any occasion.
https://rb.gy/usj1a2
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
2. The Need for Consistent Communications
Across Customer Journeys
As CX leaders demonstrate through their increased CX scores and revenue, brand
consistency is no longer a nice-to-have. It’s required. If the look and feel across your
digital delivery platform are different — with varying layouts, inconsistent styles, etc. —
then you risk looking unprofessional or lacking attention to detail. And if your attention
to your brand seems shoddy, what does that say about your products and services?
To achieve consistency, you need digital experience delivery technologies that can all
draw upon the same assets, including reusable objects, layouts and style sheets. It’s
about creating consistent-looking (in terms of structure and styles) and -sounding (in
terms of content and tone) communications across customer journeys.
THE CUSTOMER LIFECYCLE IN FOUR STEPS:
Acquisition Onboarding Service Loyalty/Retention
Customer Communications Are Part of Every Customer Journey
Think about all the touchpoints your company has with your customers; consider when and why they are interacting
with you, through what channels and with what goals and expected outcomes. Research from leading analyst firms
clearly indicates that the level of quality, consistency, contextualization and personalization of your customer-facing
communications can have a dramatic effect on customer experience — as evidenced by the brands that improved
their Forrester Customer Experience Index scores the most.
Now think about the software you are using to serve each touchpoint and channel. Chances are you have software
suites serving marketing, like email marketing automation, social media dashboards, and digital asset management
(DAM) systems. You very likely also have technologies to help you provide ongoing customer service, perhaps
including call center management systems, a customer self-service web portal and a customer relationship
management (CRM) system. And you probably have still more applications for ecommerce, like product information
management (PIM) systems, site search capabilities, and billing and payment services. The goal of great customer
experience (CX) is to deliver a consistent, positive, personalized customer experience across any and all channels and
touchpoints, including giving balanced attention and resources to marketing, commerce and customer service.
How well integrated are all of those applications? Are you providing a consistent, contextual and personalized
customer experience throughout the entire customer lifecycle and across all departments in your organization?
2800-361-1211 | www.topdownsystems.com
3. CCM’s Place in the Modern Digital Experience Architecture
The large software portfolios we call digital experience (DX) platforms (like those offered by Salesforce, Adobe, etc.)
aren’t one-size-fits-all solutions. They’re really more like frameworks that provide many of the pieces enterprises
need to manage customer experience through digital channels. Every organization will need to customize and
balance their CX management technology architecture by integrating other solutions that address weaknesses and
gaps in the off-the-shelf DX platforms they adopt. And it turns out that customer communications management
(CCM) software, which serves customers at multiple touchpoints throughout the customer lifecycle, is a glaring
omission from most of the leading DX platforms on the market.
What almost everyone has overlooked is that the inherent strengths of CCM — deep personalization capabilities,
cross-functional data and content sharing, tracking/auditing, and more — can make it a centerpiece of customer
experience delivery. At the least, it deserves equal citizenship in the DX architecture. The only reason it isn’t there is
because CCM came from the world of batch oriented print-and-mail workflows and operational thinking. But now
that CCM vendors are serving omni-channel customer communications needs, we are adapting very quickly to the
needs of a digital-first world. Some vendors (and practitioners) are doing better than others, and it all comes down to
who is really putting the customer at the center of customer communications.
Early on in Topdown’s evolution to the customer experience mindset and digital experience architecture, we’d
incorporated future-friendly features like channel-independent file formats, reusable blocks of content,
contextualization based on data, real-time communications generation, and deep tracking and auditing capabilities
into our CCM solutions. But we’re continuing to watch trends and respond to our customers’ changing needs, like the
mass movement to the cloud, the drive toward interconnectedness, and the deeper fusion of microservices-based
software into a true platform — which will inevitably bring CCM fully into the DX platforms of the future.
CCM can be
used to create
documents
across the full
customer lifecycle.
Interactive CCM
solutions typically
fit within Service.
3800-361-1211 | www.topdownsystems.com
4. Research Makes the Case for
Integrated, Cloud-based CCM
As a company focused exclusively on customer
communications management, Topdown has been paying
very close attention to companies’ CCM needs for nearly four
decades now, always striving to meet or exceed expectations.
To that end, in early 2015, we commissioned our own
study with Forrester to confirm and quantify the primary
customer communication-related pain points and solidify
our understanding of what business users need from us and
INTOUCH®
, our cloud-based CCM solution — which is the first
all-new CCM solution to come to market in many years.
Our study focused on how, and how well, organizations
manage customer-facing communications across entire
customer journeys spanning the full customer lifecycle.
Even though companies have invested a great deal in recent
years to improve customer experience, our research shows
there are still gaps between the people, processes and
technologies that design and deliver communications to
prospective and existing customers.
These gaps produce inconsistencies in:
›› Branding – Different logos, fonts, and styles creep into
customer-facing communications
›› Language – Terminology and instructions vary from one
touchpoint to the next
›› Design – Layout, look, and feel change from one
communication to another
›› Contextualization – Some communications take advantage
of context, but others don’t
›› Personalization – One communication is sent to a person,
the next to a persona
›› Channel – Not all departments can access customer’s
preferred communication channel
Not surprisingly, we found that people, processes and technology
must align around the customer, with senior management
leading this initiative across the enterprise. This speaks to the
need for a comprehensive customer experience strategy that
can guide technology purchase decisions.
4800-361-1211 | www.topdownsystems.com
5. Take CCM to the Cloud...
and Beyond
The next big shift that’s needed to make CCM an equal citizen
with the rest of DX is to take it to the cloud. It’s time to change
how we think about the role of CCM in enterprise architecture.
We have to get it out of the operational silo where it has
traditionally lived and stop thinking of it as merely a cost
center. It needs to take its place as a vital part of customer
experience management, not a bolt-on or afterthought to
the DX platform. And it needs to be future-ready, business-
user friendly, scalable and easy to integrate into a modern CX
architecture. That means taking CCM to the cloud.
More and more companies are looking at SaaS and cloud
solutions, and they want to be ready to go to the cloud when
the time is right. Some already have parts of their DX delivery
platform in the cloud, with other pieces – often including
customer communications management – still operating on-
premise and behind the firewall. This may be due to security
concerns or IT infrastructure readiness or any number of
reasons. But for many organizations, the move to the cloud
is inevitable and near, and CCM is no exception.
Perhaps you’re considering taking your CCM to the cloud
because you’re frustrated at the pace and expense of dealing
with your IT organization when it comes to getting new
templates built or getting simple changes made. Or you want to
be more responsive to the marketplace, able to make product
changes and adapt to regulatory shifts. Or maybe you have
budget and you’re simply ready to move on from an old-school
legacy CCM solution that you’ve come to realize will never help
you accomplish your digital transformation objectives.
Do a self-examination about why you want or need to move
your CCM to the cloud. There are right and wrong reasons to
do it. For example, getting around IT is not a good reason
by itself. However, if you’re doing it because you want more
business agility, that’s a better reason because it has broader
strategic value.
By choosing a CCM solution that’s developed in the
cloud, for the cloud — one built using microservices and
containerization for maximum deployment flexibility and
upgradeability — you can help make your DX architecture
as strategically future-ready as it can be while reducing
overall costs dramatically.
Empower Line-of-Business Users
Integration of your DX technologies and smooth sharing of
digital assets is important to your customers so that their
experiences at every touchpoint feel consistent. But also
keep in mind that CX needs to feel easy and consistent
to your employees as well. The challenges for digital
experience architects are to integrate multiple DX solutions
in such a way that line-of-business users can (1) use the tools
easily and effectively, without assistance from technologists,
and (2) enjoy a unified user interface that minimizes the need
to learn multiple tools or switch back and forth excessively
to accomplish tasks.
To that end, look for CCM software that reduces business
users’ reliance on IT for template and layout changes and
that can share data and content with other DX tools. And
choose a CCM solution that offers a business-user-friendly
design environment.
In what Forrester dubs the “Age of the Customer,” more
employees are going to be exposed to all components of
the DX platform. More employees in more departments are
going to be creating content and needing to deliver that over
multiple touchpoints. So look for ways to move all or part of
your CX management to the cloud to help reduce costs and
make content development look and feel the same across
the organization.
What the Analysts Have To Say
We’ve seen our research findings validated and further
explored by leading industry analysts in multiple studies
and reports.
In The Forrester Wave™: Digital Experience Platforms, Q4
2015 (the most recent one in this category) authors Mark
Grannan, Ted Schadler and Stephen Powers evaluated ten top
contenders in the digital experience (DX) platform market.
They found that most DX platforms do one part of digital
experience delivery really well while falling short in one or
more of the other areas. For example, the authors clearly state
that top-ranked Adobe’s integrated platform “leads the market
Integration of your DX technologies
and smooth sharing of digital assets
is important to your customers
so that their experiences at every
touchpoint feel consistent.
5800-361-1211 | www.topdownsystems.com
6. but mostly supports marketing,” yet lacks the same degree of
support for e-commerce and customer service functions.
In early 2016, Celent released its Customer Communications
Management in the Cloud: Perspectives in Financial Services
report, showing that many of the trend lines we noted a
year earlier had continued, and some other areas of concern
had begun to emerge as enterprise technology continues to
march forward. Celent’s research showed more companies
have been thinking about (or had already begun) moving
CCM to the cloud, consolidating applications and attempting
to integrate their CX architecture and data across business
silos — including with CCM software — for a more consistent
customer experience.
And in an August 2016 report entitled Three Steps to
Enrich the Customer Experience with Contextualized
Communications, Gartner analysts Karen M. Shegda,
Mick MacComascaigh and Pete Basiliere make the case for
deploying customer communications management (CCM) and
web content management (WCM) solutions synergistically
to deepen customers’ engagement and loyalty. They
recommend, as we do, three primary steps to improve CX
through CCM:
›› Shifting customer communications from a tactical, “push”
perspective to a more strategic focus on the customer’s
perspective inward
›› Moving from single-channel to multi-channel to omni-
channel communications
›› Integrating best-of-breed DX delivery components instead
of looking for a single, monolithic end-to-end solution
Why So Few Companies
Are Getting It Right
So with all this research and reporting showing us the way,
why are so few companies successfully integrating CCM with
their overall CX management efforts and goals? For one thing,
many enterprise IT departments are managing expensive,
outdated, poorly integrated on-premise CCM solutions. Line-
of-business users typically have to request new document
templates or changes to existing templates from IT staff or
other technologists, and they no longer want to wait on (or
pay for) IT services for CCM in a cloud-based, on-demand
world. Line-of-business users need to be able to manage CCM
themselves, without ongoing involvement from technologists.
Other companies are still using Microsoft Word®
documents
as their CCM solution, or lightweight Salesforce.com (SFDC)
add-ons. While you may be able to get a fair number and
variety of customer communications flowing with such
solutions, they’re simply not scalable, full-featured nor cost
effective in the long run. Customer communications remain
inconsistent and disconnected from the rest of CX. Today’s
customer expectations and competitive marketplace demand a
future-proofed, easy-to-use, full-featured and affordable SaaS
CCM solution.
So in response to the analyst research and our own
predictions for the future of CX and CCM, we designed
INTOUCH to connect communications sent during the
customer service and loyalty/retention stages of the customer
lifecycle to those that were sent by systems focused on
customer acquisition and onboarding. This creates a more
consistent, personalized and positive customer experience
from marketing to ecommerce to customer service and
beyond.
Getting It Right:
The Rise of Digital-First CCM
A major factor in bringing CCM into companies’ DX
architectures is switching how we think about customer
communications. Traditionally, CCM has revolved around
printing large batches of communications — letters,
notifications, bills, forms, and so on — and then mailing them
to customers. But now customer communications, just like
every other point of contact with customers in an omni-
channel world, need to be created for digital channels first
(while remaining print friendly).
Digital-first CCM is about delivering easy and effective
customer experiences at every stage of the customer journey,
and it’s pretty much non-negotiable if you want to stay
competitive with consumers who continue to expect more,
faster and better access to you through digital channels.
As McKinsey & Company recently asserted, “[D]igital isn’t
about just working to deliver a one-off customer journey. It’s
about implementing a cyclical dynamic where processes and
capabilities are constantly evolving based on inputs from the
customer, fostering ongoing product or service loyalty.”
If you’re not already in a digital-first mindset with your
customer communications management, it’s time to start
moving in that direction.
6800-361-1211 | www.topdownsystems.com
7. Prioritize Features That Benefit
Both Employees and Customers
There’s a full spectrum of CCM approaches out there,
ranging from simply creating customer communications
in Microsoft Word to adopting complex, still-evolving
enterprise CCM solutions. To decide what features you
really do need in your CCM solution, consider Gartner’s
recommendations in the latest Magic Quadrant for
Customer Communications Management Software report.
Analyts Karen Shegda and Pete Basiliere list the four core
elements of CCM, which should be a given in any viable
solution: a design tool, a composition engine, a workflow
or rule engine, and multichannel output management.
However, they also list some emerging new technologies
and innovations that set some CCM tools apart from
others, including:
›› Customer engagement features (social and mobility)
›› Personalization and contextualization capabilities
›› Dynamic design and document composition using
contextual data
›› Integration with other digital experience technologies
Add in interactive communications functionality — dynamically
created, highly personalized customer correspondence tools
for employees, partners and customers — and robust tracking
and recordkeeping capabilities for a truly full-featured, best-
of-breed CCM solution.
CCM of the Future Should Be
More Affordable Than Ever
The best news is that cloud-based CCM should not only be
full-featured and easy for line-of-business employees to
use, it should also be more affordable than CCM has ever
been. That’s because cloud-based CCM is designed to be
streamlined, agile and light on you and your infrastructure.
With a CCM SaaS solution, you don’t need to pay for servers,
staff or managed services. With the right CCM solution,
you’ll only pay for the features you use. And, ideally, your
pricing would be based on the number of software users
and the volume of communications you send.
7800-361-1211 | www.topdownsystems.com
For more information on
CCM and Digital Experience
and INTOUCH, check out
the following resources:
›› Visit our Resources Page to see white papers and other
materials related to INTOUCH.
›› Read the Topdown Blog for articles related to INTOUCH.
›› Go to topdownsystems.com/INTOUCH to learn about
the high-level benefits.
›
›
›