This presentation on Customer Experience Management was delivered at The Social CRM Conference in Singapore on the 21/01/2014. The event was attended by Senior Marketing Executives from around the Asia Pacific and Japan region.
7 steps to successful customer experience measurement programsDatafield
Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what’s working and what’s broken. This report provides a framework for key decision-making in a seven-step process that CX pros must follow if they’re going to design and execute a successful customer experience measurement program.
The Global State of Customer Experience 2016CX Netowrk
We have collected the data from the over 700 responses for this report, to provide you with insights into the trends, challenges, investment priorities that will be shaping customer experience and the digital transformation of organisations. We compared the responses from our practitioner community with that of solution providers and analysts, to see where they align and where there is a marked difference.
This report includes:
1. An exclusive foreword by Forrester CMO, Victor Milligan
2. Top tips to overcome the biggest challenges facing CX leaders today
3. Insights from industry experts from Facebook, boohoo, Orange, Time Out, Euroloan Group and more
4. Advice on how organisations can keep the customer at the heart of their digital transformation
5. A look at the leaders within customer experience and what you can learn from them
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
A Conceptual Framework for Managing Customer Experience and Analytics (using ...Lorien Pratt
What is the role that analytics play in customer experience management (CEM) analytics in telecom? A TM Forum report said that, if "data is the backbone" of CEM, then "analytics is the nervous system" that distributes it to usable destinations.
This presentation starts with "holistic" CEM ideas (which it calls MCE because that was the TM Forum acronym at the time), and moves into how analytics can help to support CEM throughout the lifecycle. It shows how Decision Engineering can be an important part of this process
7 steps to successful customer experience measurement programsDatafield
Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what’s working and what’s broken. This report provides a framework for key decision-making in a seven-step process that CX pros must follow if they’re going to design and execute a successful customer experience measurement program.
The Global State of Customer Experience 2016CX Netowrk
We have collected the data from the over 700 responses for this report, to provide you with insights into the trends, challenges, investment priorities that will be shaping customer experience and the digital transformation of organisations. We compared the responses from our practitioner community with that of solution providers and analysts, to see where they align and where there is a marked difference.
This report includes:
1. An exclusive foreword by Forrester CMO, Victor Milligan
2. Top tips to overcome the biggest challenges facing CX leaders today
3. Insights from industry experts from Facebook, boohoo, Orange, Time Out, Euroloan Group and more
4. Advice on how organisations can keep the customer at the heart of their digital transformation
5. A look at the leaders within customer experience and what you can learn from them
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
A Conceptual Framework for Managing Customer Experience and Analytics (using ...Lorien Pratt
What is the role that analytics play in customer experience management (CEM) analytics in telecom? A TM Forum report said that, if "data is the backbone" of CEM, then "analytics is the nervous system" that distributes it to usable destinations.
This presentation starts with "holistic" CEM ideas (which it calls MCE because that was the TM Forum acronym at the time), and moves into how analytics can help to support CEM throughout the lifecycle. It shows how Decision Engineering can be an important part of this process
Adapting to a post-Covid world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.
Creating The Best Customer Experience CX Strategy Complete DecksSlideTeam
Customer Experience CX is the interaction between a customer and the business. Customer service is just one aspect of customer experience as CX involves all interactions with a business. A great customer experience ensures brand loyalty. It results in lower churn and increased revenue. Companies are, therefore, giving importance to developing a customer experience strategy to ensure a positive and seamless experience across all touchpoints of the customer journey, be it online or offline. For businesses wishing to learn how to go about building a CX strategy or reviewing theirs, this complete deck walks you through developing the perfect customer experience strategy from scratch. This involves developing customer personas to have a better understanding of the customers needs and wants and mapping customer journey to know their thoughts, feelings and behaviour at each stage of the buying journey. The customer experience templates provided in this extensively researched deck help you list out the pain points of the customer, identify their root cause and find solutions. These steps help you in developing the CX strategy and creating a roadmap to ensure successful implementation of the project. https://bit.ly/2WN0o8i
CASE STUDY: Customer experience management: How to manage the digital 'moment...B2B Marketing
CASE STUDY: Customer experience management: How to manage the digital 'moments of truth'
Ceri Jones, VP, global demand generation and senior director, Basware
Customer Journey Mapping: Lean for Hospitality.Imad Almurib
Case study of using the Lean Vector's tool called: Customer Journey Mapping (CJM) to implement Lean program in a hotel. Customer Journey Mapping is a simple yet very effective tool to help implementing Lean in the hospitality sector with focus on customer experience.
How to Meet the Expectations of Today's Customers | AcefoneNaina Rajput
Customer expectations are rising faster. People interact with businesses via different modes of communication channels. In this situation, meeting customer expectations is not easy at all. Here we explained some points that will be helpful in meeting the expectations of today's customers.
Ransys Feedback Technology is a leading global provider of Enterprise Feedback Management solutions that has developed Attentive ACE® (Attentive® Customer Experience); a platform that allows organizations to reduce costs by managing all of their feedback needs using one consolidated feedback platform.
Attentive ACE® is a daily operational tool for front line mangers that improves employees’ and customers’ engagement by utilizing the voice of the customer at the right time and place. Attentive ACE® built-in coaching, recovery, and change requests workflows, which are based on aggregated front line managers’ conclusions and recommendations, drives higher customer satisfaction, loyalty and retention and leads to operational cost savings and improved revenues.
„Customer Visit Management System®” is a revolutionary approach that focuses on all aspects of the customer visit and is tightly integrated with your processes and systems.
Discover Drew Diskin's 5-Ps of CX in this informative framework for understanding and leveraging the customer experience to market and build excellent brands. This presentation was originally shared with Bryant University students, alumni and faculty worldwide.
All You Need to Know About Customer Journey MappingRealtimeBoard
A simple guide to customer journey mapping. It covers the basic definition of the journey, step-by-step mapping process, common mistakes, and related templates.
Bonus: click on the link to get a free demo board with online templates https://realtimeboard.com/app/board/o9J_k0oPqnw=/
Original article: https://realtimeboard.com/blog/customer-journey/
Journey mapping tool: https://realtimeboard.com
25 Lenses for Customer Experience - PeopledesignPeopledesign
We can't actually design a person’s experience – we create opportunities to affect an experience. If we think proactively and strategically about a user or customer experience, we increase the odds of improving it.
Customer Experience Management in Travel IndustryCRMIT
Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and services, over the duration of their relationship with that supplier.
How CEM Relates to CRM?
Customer Relationship Management (CRM) is a business strategy to acquire, grow
and retain profitable customer relationships. 80% of business managers seem to understand that CRM is a customer-centric way of doing business, not just technology to automate front-office processes.
Adapting to a post-Covid world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.
Creating The Best Customer Experience CX Strategy Complete DecksSlideTeam
Customer Experience CX is the interaction between a customer and the business. Customer service is just one aspect of customer experience as CX involves all interactions with a business. A great customer experience ensures brand loyalty. It results in lower churn and increased revenue. Companies are, therefore, giving importance to developing a customer experience strategy to ensure a positive and seamless experience across all touchpoints of the customer journey, be it online or offline. For businesses wishing to learn how to go about building a CX strategy or reviewing theirs, this complete deck walks you through developing the perfect customer experience strategy from scratch. This involves developing customer personas to have a better understanding of the customers needs and wants and mapping customer journey to know their thoughts, feelings and behaviour at each stage of the buying journey. The customer experience templates provided in this extensively researched deck help you list out the pain points of the customer, identify their root cause and find solutions. These steps help you in developing the CX strategy and creating a roadmap to ensure successful implementation of the project. https://bit.ly/2WN0o8i
CASE STUDY: Customer experience management: How to manage the digital 'moment...B2B Marketing
CASE STUDY: Customer experience management: How to manage the digital 'moments of truth'
Ceri Jones, VP, global demand generation and senior director, Basware
Customer Journey Mapping: Lean for Hospitality.Imad Almurib
Case study of using the Lean Vector's tool called: Customer Journey Mapping (CJM) to implement Lean program in a hotel. Customer Journey Mapping is a simple yet very effective tool to help implementing Lean in the hospitality sector with focus on customer experience.
How to Meet the Expectations of Today's Customers | AcefoneNaina Rajput
Customer expectations are rising faster. People interact with businesses via different modes of communication channels. In this situation, meeting customer expectations is not easy at all. Here we explained some points that will be helpful in meeting the expectations of today's customers.
Ransys Feedback Technology is a leading global provider of Enterprise Feedback Management solutions that has developed Attentive ACE® (Attentive® Customer Experience); a platform that allows organizations to reduce costs by managing all of their feedback needs using one consolidated feedback platform.
Attentive ACE® is a daily operational tool for front line mangers that improves employees’ and customers’ engagement by utilizing the voice of the customer at the right time and place. Attentive ACE® built-in coaching, recovery, and change requests workflows, which are based on aggregated front line managers’ conclusions and recommendations, drives higher customer satisfaction, loyalty and retention and leads to operational cost savings and improved revenues.
„Customer Visit Management System®” is a revolutionary approach that focuses on all aspects of the customer visit and is tightly integrated with your processes and systems.
Discover Drew Diskin's 5-Ps of CX in this informative framework for understanding and leveraging the customer experience to market and build excellent brands. This presentation was originally shared with Bryant University students, alumni and faculty worldwide.
All You Need to Know About Customer Journey MappingRealtimeBoard
A simple guide to customer journey mapping. It covers the basic definition of the journey, step-by-step mapping process, common mistakes, and related templates.
Bonus: click on the link to get a free demo board with online templates https://realtimeboard.com/app/board/o9J_k0oPqnw=/
Original article: https://realtimeboard.com/blog/customer-journey/
Journey mapping tool: https://realtimeboard.com
25 Lenses for Customer Experience - PeopledesignPeopledesign
We can't actually design a person’s experience – we create opportunities to affect an experience. If we think proactively and strategically about a user or customer experience, we increase the odds of improving it.
Customer Experience Management in Travel IndustryCRMIT
Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and services, over the duration of their relationship with that supplier.
How CEM Relates to CRM?
Customer Relationship Management (CRM) is a business strategy to acquire, grow
and retain profitable customer relationships. 80% of business managers seem to understand that CRM is a customer-centric way of doing business, not just technology to automate front-office processes.
Customer Experience is one, or even the only source of
sustainable competitive advantage going forward.
We at Tieto We believe in creating a more customer-centric world, where there is seamless and mutually
rewarding interaction between our clients and
their customers.
B2B Customer Experience Management Best Practice Study PREVIEW SAMPLEClearAction
The Annual ClearAction Business-to-Business Customer Experience Management Benchmarking Study monitors the implementation of best practices in customer-focused management for sustainable high profitability.
This is a study of the journey to world-class performance in how business-to-business firms:
(1) listen to customers,
(2) view customers,
(3) center employees on customers, and
(4) center business on customers.
It explores the motivations behind customer experience management (CEM) and its linkages to corporate goals, strategy, culture, processes, and business results.
THIS IS A SAMPLE OF SELECTED PAGES FROM THE REPORT
See http://ClearActionCX.com
Today’s marketing leadership is being tasked with creating lasting relationships and loyalty among their customer base.
Yet so much of how we engage with customers and prospects is campaign driven, activating specific actions in a single moment in time.
As the development of a robust and connected customer experience strategy becomes the linchpin to CMO success, the question is now more important than ever: Can loyalty and advocacy be built…and how?
This presentation walks through some of the challenges and considerations CMO need to explore in order to reframe how their brands engages their customers like never before.
Customer Experience & Branding In The Call Centermitchelllieber
This is a customer experience model for the call or contact center. It aligns customer experience with metrics and management, so that your organization can pro-actively manage customer experience.
Spark a CX revolution: tips from the trenchesUserTesting
After countless customer interviews and years of analyzing customer insights, UserTesting experts Maggie Young and Stef Miller share the most-talked about initiatives that forward-thinking companies are focused on. Learn about how today’s modern brands are building a customer-centric culture.
Understanding your entire customer lifecycle is the foundation of an effective customer success process.
Defining and standardizing both your internal process: (sales pipeline, trial conversions, onboarding, adoption management, etc) and your customer's journey are essential elements of a scalable SaaS organization.
In this webinar, you will learn how to map both halves of your customer lifecycle.
All call centers deliver a customer experience. It just may not be what is desired. Colin looks at how call center can identfy, and build a roadmap to deliver the desired Customer Experience in this popular presentation that has been given on three continents.
SAP hybris shares its vision for Customer Engagement: To enable our customers to deliver consistent, contextual, and relevant experiences regardless of channel or device throughout the customer journey.
Missed the CRM Insider 2015 Keynote? Find it all here, presented at SAP Insider 2015, by Volker Hildebrand and Jamie Anderson.
For more, visit hybris.com/marketing
Accelerating Customer Expansion by Managing the Customer JourneyAmity
The predictable ability to grow existing accounts accelerates both revenue growth and profitability for SaaS businesses. Often the customer success team is responsible for this type of expansion.
For any SaaS company focused on account expansion, the customer journey needs to make customers feel comfortable, confident and excited about being successful with your product. By focusing on helping make customers successful each step along the way, you will keep your customers happy, loyal and buying more. Success for both you and your customers!
What Is a "fully engaged customer"? We here at The Customer Edge went ahead and asked the experts. Paul Greenberg, Nayaki Nayyar, Shep Hyken, Anneke Seley, Micah Solomon, Jamie Anderson, Dave Brock, Erin Raese, Brian Fanzo, Raluca Druta, Dr. Natalie Petuohoff all share their views. Read more in this accompanying blog post on The Customer Edge here: http://bit.ly/fullyengaged
A proposal for SXSW Panel Picker 2014. Vote here: http://spr.ly/srmsxsw
This is a SXSW panel proposal about Social Relationship Management and How Big Brands Can Organize For Long-Term Success.
Hashtag: #srmsxsw
Panelists: Michelle Kostya (BlackBerry),
Richard Binhammer (Binhammer Social Business),
Esteban Contreras (Sprinklr),
Frank Eliason (citi)
Panel description:
As corporate social media management matures, brands are taking their social media efforts to a new level while experimenting with different structures, processes and strategies.The fast pace and new threats posed by social media have created challenges when it comes to managing the madness. This has led to tug-of-wars across product teams, departments, regions and partners such as agencies. Empowered consumers, new technology, C-suite pressure, the proliferation of channels, and global/local sensitivities are adding to the complexity; forcing the enterprise ecosystem to adapt. It's time for brands to have a social relationship roadmap.
The panel will share insights from first-hand experience at brands like Blackberry, Dell, Citi and Samsung on:
1) how to align strategy with business goals
2) why scaling globally also means optimizing locally
3) how to integrate social media insights across the organization
4) how social media management has evolved and will continue to evolve
Other key topics to be addressed:
- How do large organizations set up an operational infrastructure to manage the complexity, volume and unpredictability of social media? What are the best models to communicate and collaborate internally, create/curate content externally, and cultivate meaningful social relationships?
- How is new social relationship technology enabling brands to manage and scale social media efforts effectively across large global organizations? And how do you navigate the proliferation of social technology?
- How important is governance and process? And, how do you get social media practitioners to buy in – when often process is seen as “slowing down” work?
- How can large brands ensure the right strategies translate to the right tactics?
- How should practitioners balance between creative and innovative programs vs. day-to-day optimization across their social channels?
Vote on SXSW's Panel Picker 2014 http://panelpicker.sxsw.com/vote/20702
Maximize How You Individualize: because the Journey and Outcome Matter Nicholas Kontopoulos
According to research from the Corporate Executive Board, 57% of the buying process is being completed before the first interaction with a sales person.
In recent years, a fundamental sea change has been occurring between buyers and sellers, with the former now ceasing control of the buying process. This paradigm shift has been digitally powered with todays buyers only one touch away from connecting with content or peers that can help guide them on their purchasing journey.
This presentation will explore the challenges that not only lay ahead for todays marketers, but also explore some of the ways in which innovative brands are adapting to this 'New Reality’.
In order to remain relevant in today’s fast paced business landscape delivering a great ‘Customer Experience’ is now simply table stakes.
• But how do you measure something that’s qualitative like Experience?
• Where does Customer Experience start and finish?
• And who owns Customer Experience?
How to drive great customer experiences for content ROI - government editionMelissa Wilfley
Talk I gave at WPP/Kantar next generation of digital government at Ministry of Manpower in Singapore on best practices for driving great customer experiences and maximizing content ROI for government agencies.
How to deliver digital-age customer experiences that set you apart from the competition?
Learn how to realize your organization's CRM potential, to acquire more customers and build customer loyalty.
A Pragmatic Approach to Analyzing Customersmark madsen
The business market is different today than it was 20 years ago when BI got started. We're just beginning to grasp how to work within the new economic and communication models. Companies can't rely solely on financial and operational metrics any more, and need to analyze customer behaviors in more detail.
The big change in analysis is a move from mass market metrics to individualized data, no longer analyzing or managing by averages. The stream of events and observations available from applications today combined with new platforms for collecting and processing data enables (relatively) easy analysis.
Despite this, many companies struggle to analyze customer data. This talk will describe a handful of customer metrics and models that are (relatively) easy to do, yet are often not done. It's often easier to succeed by stringing together a handful of simple techniques rather than applying advanced techniques.
Expect to come away from this session with:
- a little history of customer data use by marketing and how that has changed in the last 10 years.
- the most common behavioral data sources you have available.
- some of the basic questions that often go unanswered, and data that is not assessed in the proper context.
- some basic analyses you can perform.
Make your CRM Social!
With 1 billion Facebook users, 560 million Twitter users, 400 million Google+ users and 240 million LinkedIn users, it is unquestionable the potential and power of Social Media for any business.
How can a business take advantage of this potential? By making your CRM Social!
Join Doble Group on this important webinar where we give tips on how to integrate your CRM with Social Media.
7 trends for new graduates should know before starting a career in MarketingVivek Bapat
Career Advice: 7 trends for new graduates should know before starting a career in Marketing.
Talk delivered to Seniors and Graduate Students at The Moody College of Communications, University of Texas ( 4/24/2018)
Similar to Social Customer Experience Management (20)
Ever wonder how businesses will survive when customers specify the terms of your relationship? We found some striking trends you’ll want to take a look at.
Explore the Five Trends.
See what they are and discover ways that brands like yours can adapt to succeed in the future.
Learn more about how SAP Leonardo is driving business results please visit: http://sap.to/6007EuIkl
From the rise of customer advocacy to ever-changing consumer expectations, 2018 has been a rollercoaster year for businesses on their journey to deliver memorable customer experiences. As the ball drops on 2019, the CX landscape will become even more complicated to navigate and win. Not only in terms of engaging your customers, but also for organisations to deliver on. With a focus on a proliferation of even more engagement channels, the era of customer care, the rise of dark social, the age of platform agility, you'll be amazed at whats in store for 2019! Join us for this virtual master class as we dive into the trends that are shaping CX for 2019 and beyond.
To find out more about the future of CX, visit us at:
https://cx.sap.com
True personalization is at the individual level, rather than at the segment level. In this presentation by Bernard Chung, SAP Customer Experience at the Argyle Executive Forum, you'll learn how to utilize real-time contexts to deliver the best customer experiences.
Learn more about SAP Marketing Cloud here: https://cx.sap.com/en/products/marketing
In this presentation, we explore mega trends driving the need to build trusted customer relationships and why a robust customer identity management platform is critical. Learn from this in-depth and contextual case study of our Australian-based customer, Goodlife Health Clubs. We will also discuss global privacy regulations beyond GDPR and turning compliance into opportunity.
For more info from SAP Hybris, please visit us at: https://hybris.com/en/products/customer-data-cloud
Featuring global thought leader and futurist Anders Sörman-Nilsson in our third-annual Omnichannel Master Class, learn how to design a frictionless customer experience. Anders shares fascinating case studies and best practices from smart brands that understand how intelligent technologies can amplify customer service, create compelling customer experiences, remove friction and transform lives. Anders also discusses how emerging technologies such as Artificial Intelligence, Virtual Reality and the Internet of Things that are enabling more and more brands to become truly ‘seamless’.
For more information on SAP Hybris, please visit us at: https://www.hybris.com
Learn how you can engage with digitally connected customers and why building such meaningful relationships with these customers is a priority for today’s businesses. We also explore how to win and have a unique, differentiated customer experience, from real-life customer success stories.
For more info from SAP Hybris, please visit us at: https://hybris.com
In an increasingly challenging digital economy landscape, and with data breaches making the headlines recently, we explore how customer identity management is critical and where it sits - for businesses striving to deliver great customer experiences. The panel discussion comes complete with real-life examples and success stories, statistics, and a peek into the future with AI and much more.
For more info, visit: https://www.hybris.com/en/products/gigya
The Perfect Store Execution (Picture of Success) allows manufacturers of consumer goods to deliver the right product, in stock, at the right time, with flawless store visit execution.
For more from SAP Hybris, please visit us at: https://www.hybris.com/en/
The Consumer-Driven Digital Economy: Creating value in a digital world where ...SAP Customer Experience
The time to unleash the power of digitization is now, both to maintain a healthy business and to drive new growth, and to balance current infrastructure and future innovation without disruption.
Here we offer our perspective on the future of the industry and how SAP contributes to the transformation of the consumer-driven digital enterprise.
Businesses always had to adopt to stay relevant. At Celonis, we believe that the next big change will be using big data analytics to create Magic Moments for your customers. Learn in this session how you can leverage the 360° customer view in the back- and front office to improve your customers’ journey. https://www.hybris.com/
Empower Store Associates with Mobile Apps to Reinvent the In-Store ExperienceSAP Customer Experience
Empower store associates with the right mobile tools. Retailers’ biggest competitive advantage is often the experience they create in their physical stores. In this session, Tulip Retail will describe mobile in-store solutions that improve service, drive sales, build customer relationships, and revolutionize shopping. Turn workers into experts and brand ambassadors, improve productivity and drive increased ROI. For more info, visit: https://www.hybris.com/en/solutions/industries/retail
Unleash Your B2X Potential with Flieger Plug & Play Based on SAP Hybris Solut...SAP Customer Experience
See how setting up individual B2X stores for your distributors and partners could help amplify your business and increase revenue. Learn how to implement effective B2X stores quickly, maximizing your returns. Your marketplace starts here. https://www.hybris.com
Join Mindray Medical International Co., a leading global developer, manufacturer, and supplier of medical devices to hear how they use SAP Hybris Cloud for Customer to deliver on their mission of making high-quality medical products more accessible and affordable around the world. With an integration with SAP ERP, Mindray had implemented SAP Hybris Cloud for Customer to get real-time insight of customer demand, generating business leads and opportunities, driving data-driven decision-making. https://www.hybris.com
Gain timely insights into the business impact of your sponsorship. Explore the benefits offered by our brand impact application that uses computer vision to analyze brand exposure in video. See how this robust, highly scalable solution gives you financial transparency and the opportunity to measure what you pay your sponsorship for.
Lisa Hornschemeier, SAP Commerce Leader at Microsoft, talks about how Microsoft is using SAP Hybris Billing as part of their order-to-cash commerce systems. https://www.hybris.com/commerce
Distribuidora Internacional de Alimentación, S.A. (DIA) is a Spanish international hard-discount supermarket chain with 7,799 stores in the countries in which it operates: Spain, Portugal, Brazil, Argentina and China. Join Diego Sebastian de Erice to hear how DIA is advancing their digital transformation with SAP Hybris Commerce solutions. Learn more: https://www.hybris.com/commerce
Distribuidora Internacional de Alimentación, S.A. (DIA) is a Spanish international hard-discount supermarket chain with 7,799 stores in the countries in which it operates: Spain, Portugal, Brazil, Argentina and China. Join Diego Sebastian de Erice to hear how DIA is advancing their digital transformation with SAP Hybris Commerce solutions. Learn more: https://www.hybris.com/commerce
Deliver the personalized, relevant experiences customers are demanding while paying increased attention to privacy. See how customer identity and access management (CIAM) from Gigya makes it possible for global organizations to manage customer data to deliver insights and personalization, while staying compliant with privacy laws, including the European Union's upcoming General Data Protection Regulation (GDPR). Learn more: https://www.hybris.com/
Franck Cohen, chief commercial officer at SAP, discusses the impact of artificial intelligence (AI) on e-commerce. From in-store analytics to digital assistants, AI is transforming e-commerce. Since 2012, AI commerce companies have raised US$990 million across 201 deals in the United States and Canada, as well as India, France, the United Kingdom, Singapore, Israel, and others. Join us for a discussion on how retail giants and start-ups alike can benefit from using this new technology today. Learn more: https://www.hybris.com/commerce
Welcome to the Cognitive and 5G Era. Join us to see how IBM Cognitive, the Internet of Things and Microservices are changing the customer experience for this new wave. We’ll discuss the IBM-SAP global partnership in the Telco & Media industry, and how it delivers game-changing customer experiences enabled by SAP Hybris and IBM Cognitive. Learn more: https://www.hybris.com/en/solutions/industries/telecommunications
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).
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
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Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
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Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
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Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
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Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
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Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
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1. SOCIAL CUSTOMER
EXPERIENCE MANAGEMENT
Social CRM 2014
21st of January, 2014 | Sheraton Tower, Singapore
Nicholas Kontopoulos
Senior Director, Global Product Marketing
SAP Solutions for Sales, Marketing and Customer Service
3. This is the dawn of Generation C.
Where "C" represents a connected
society based on interests and
behavior. Gen C is not an age group -ITS A WAY OF LIFE.
- Brian Solis, author and digital analyst
7. EMPOWERED
CUSTOMERS ARE
Digitally Connected
79%
of customers spend at least 50% of
total shopping time researching
products online.
Socially Networked
53%
of customers abandoned an instore purchase due to negative
online sentiment.
Better Informed
59%
of customers are willing to try a
new brand to get better customer
service.
8. EVERY MINUTE
OF EVERYDAY
SOURCE: DOMO, INC.
48 hrs
3,125
$272,070
217
3,600
100,000
347
204,167,667
47,000
571
2,000,000
34,722
2,083
684,478
61,141
of YouTube uploads
new mobile web users
Wordpress blog posts
new websites
Foursquare check-ins
Flickr photos
Instagram photos
Email messages
Google queries
Facebook shares
Consumers spend
Twitter tweets
Apple app download
Facebook likes
hours of music uploaded
9. THIS CHANGES THE RULES
FOR MARKETERS
2.4 BILLION
brand-related conversions
happen in America everyday.
SOURCE – KELLER FAY GROUP
10. THIS CHANGES THE RULE FOR MARKETERS.
IN ASIA PACIFIC,
59% OF
CONSUMERS
COMMENT ABOUT
BRANDS ONLINE.
11. AND IT RAISES THE STAKES FOR
CUSTOMER SERVICE
59%
of customers are willing to
try a new brand to get
better customer service.
SOURCE – AMERICAN EXPRESS GLOBAL CUSTOMER BAROMETER
12. IT CREATES A NEW KIND OF
THINKING AROUND SALES
57%
of the buying process is
completed before a first
interaction with sales.
SOURCE – CUSTOMER EXECUTIVE BOARD
13. WHILE CUSTOMER EXPECTATIONS
CONTINUE TO RISE
71%
of customers don’t think
companies are doing anything
to keep their business.
SOURCE – AMERICAN EXPRESS GLOBAL CUSTOMER BAROMETER
22. REINVENTING MANAGEMENT
FOR THE 21ST CENTURY
REINVENTING
History Lesson on Management 1.0 MANAGEMENT
FOR THE 21ST
CENTURY
– GARY HAMEL
An excerpt from the University of Phoenix Distinguished Guest
Video Lecture Series
23. HISTORY LESSON ON
MANAGEMENT 1.0
1890:
90% of the then developed world worked
in agriculture & the average manufacturing
firm employed 4 employees.
1915:
Ford was making a ½ million cars and
US Steel was the first company in history to
urnover $1b a year.
24. HISTORY LESSON ON
MANAGEMENT 1.0
1920:
By this time most of the tools for modern
management have been created:
Pay for
Performance
Capital
Budgeting
Task
Design
Divisionalization
Since then the way we manage has hardly changed.
Brand
Management
31. Social CRM is a philosophy and a business
strategy, supported by a technology
platform, business rules, workflow,
processes and social characteristics,
designed to engage the customer in a
collaborative conversation in order to
provide mutually beneficial value in a
trusted and transparent business
environment. It’s the company's response
to the customers' ownership of the
conversation.
- Paul Greenberg
33. CUSTOMER
EXPERIENCE
The customer’s perceptions and related
feelings caused by the one-off & cumulative
effect of interactions with a supplier’s
employees, systems, channels or products.
Source: Gartner
35. CUSTOMER
EXPERIENCE
MANAGEMENT
The practice of designing and reacting to
customer interactions to meet or exceed
customer expectations to increase customer
satisfaction, loyalty and advocacy.
Source: Gartner
36. “Or delivering the consistent
customer experience
across the entire enterprise”
37.
38.
39. Every sale has five basic obstacles:
no need, no money, no hurry, no
desire, and no trust.
- Zig Ziglar
53. It’s now your obligation to
study how, where & why
customers are connecting
and how they are making
& influencing
decisions.
Who said it? Brian Solis
54. It takes a mere 5% of
INFORMED
INDIVIDUALS
to influence the direction
of a crowd of up to two
hundred people.
- Professor Jens Krause, Leeds University
55. Respondents time
after time end up
concluding
that they lead the
group – even though
they were lead
by others.
- Professor Jens Krause, Leeds University
59. 07
7 STEPS TO
GET STARTED
06
WITH CEM
05
04
03
02
01
Build a
cross-functional
work team
Map the
customer
journey
Consolidate
customer data
collection/VoC
Create a
governance
mechanism
Map the
customer
experience
ecosystem
Select
projects
that build
momentum
Define key
elements of
a strategy
Source: 1to1 Media “7 Steps to Get Started With Customer Experience”
60. CRM SUCCESS
FACTORS:
STRATEGY,
PROCESS,
TECHNOLOGY,
AND PEOPLE
Deploy new technology
that supports required
process flows.
(February 2012)
Business goals
and objectives
Develop process flows
to achieve the selected
strategy.
Technology
Process
Apps and
infrastructure
Procedures and
business rules
Get target users to
successfully utilize
the applications
Source: Forrester “Navigate the Future of CRM”
Strategy
People
Organizational
structure, skills,
and incentives
Condition the
organization to
adopt new processes.
61. AVOID BECOMING ONE OF THESE
STATISTICS BY RETHINKING YOUR
CRM STRATEGY
25% of firms reported that poorly
31% of firms reported that poor
48% surveyed admitted they suffered
21% of businesses stated the need
defined business requirements had
a negative impact on projects.
technical/integration difficulties.
Source: ComputerWeekly.com – Forrester; Rethink Your CRM Strategy
business process design accounted
for project failures.
to customize CRM.
62. CUSTOMER
EXPERIENCE LEADERS
OUT PERFORM THE
LAGGARDS
+22%
- 46%
Over a recent five-year period during which the S&P
500 was flat, a stock portfolio of customer
experience leaders grew 22%. During this time,
Forrester found that those companies who
performed poorest in the Customer Experience
Index also performed poorest in terms of stock
performance.
SOURCE: FORRESTER RESEARCH 2012
65. AT A GLANCE
Objective
Transform STM’s one-to-one marketing
strategy to drive loyalty and improve the
customer experience through fare and route
advice, and geo-localized partner rewards.
Solution
SAP CRM
Benefits
Increased fare revenue from greater ride
frequency and non-fare revenue from partner
ecosystem
“
At STM our marketing objectives are to generate
additional ridership and non-fare revenue. To do this
we realised we needed to engage better with our
existing customers and provide a better user
experience, information, and value. ”
Pierre
Bourbonnière
Head of Marketing
67. AT A GLANCE
Objective
Take on larger rivals by providing a delightful
social media experience
Solution
SAP Social Media Analytics by NetBase SAP
Cloud for Social Engagement
Benefits
Meet increasing demand for social media
interaction without scaling team. Reduced
churn. More cost-effective customer acquisition
with marketing messages based on social buzz.
“
Looking at our results with social engagement, the ROI
is tremendous. We are getting a 94% resolution rate
as compared to our usual 11-12%. We are seeing
tremendous ROI servicing our customers on social
using these tools. ”
Krissy Espindola
Director, Knowledge Management & Social
Customer Support
74. 90%
of word-of-mouth conversations
about brands take place offline.
PRIMARILY
Face-to-face, in people’s homes and offices,
in restaurants and stores.
ANYWHERE
PEOPLE CONGREGATE.
Source: KELLER FAY GROUP
77. It is not the strongest of the species
that survives, nor the most
intelligent, but the one most
responsive to change.
- Charles Darwin
78. CHANGE
IS THE BIGGEST
OBSTACLE
But CHANGE has now changed.
It is now…
•
Ever surprising
•
Unrelenting
•
Unforgiving
•
Only going to get faster and
faster and faster...
86. OLD RECIPES NO LONGER WORK
CRM MUST EVOLVE BEYOND
THE FRONT OFFICE
TACTICAL
STRATEGIC
TO BE IN THE GAME
INTERNAL
FOCUS
TO WIN THE GAME
CUSTOMER
FOCUS
Front Office
Front Office
EFFICIENCY
Inside - Out
FOCUS ON 1:1
CUSTOMER
ENGAGEMENT
Customer
EXPERIENCE
EFFECTIVENESS
Inside - Out
TO CHANGE THE GAME
Outside - In
87. TO WIN TODAY
YOU MUST ALIGN YOUR MARKETING AND SELLING MOTION TO YOUR BUYER’S JOURNEY
AWARENESS
CUSTOMER
Set Criteria
Commit to
Change
Loyal or a
Detractor
Assess Risk
Compare
BRAND ADVOCATE
Purchase
BUYER’S
JOURNEY
Target
Discover
Guide
Win
SELLING
MOTION
Differentiate
& Value
Shape Vision
Influence
Close
Build Confidence
Support
88. TURN INSIGHT INTO ACTION TO CREATE
EXCEPTIONAL EXPERIENCES
•
Understand customers
•
Identify opportunities
•
Predict their needs & behavior
Interact with customers 1:1 in the
moment when it matters across
channels & touch points
INSIGHT
EXPERIENCE
EXECUTION
•
Drive operational excellence
•
Empower employees & partners
•
Deliver on your promises
89. You’ve got to start with the
CUSTOMER EXPERIENCE and
work back toward the technology.
- Steve Jobs