Provide information and facilitate transactions
Example solutions: Interactive voice response (IVR),
speech portals: Nuance, VoiceGenie
Role: Engage customers in two-way conversations
Example solutions: Blogs, forums, communities:
Get Satisfaction, Jive, Lithium, Ning, Salesforce.com
Role: Stimulate interest and drive action
Example solutions: Social media marketing: Buddy
Media, Wildfire
Energizing
Role: Recruit and empower advocates
Example solutions: Advocacy marketing: BzzAgent,
PeerIndex
Supporting
Role: Provide assistance and resolve issues
Example solutions: Customer support portals:
Get Satisfaction, Jive
Key takeaways from the Gartner Magic Quadrant for the CRM Customer Engagement...Creatio
Bpm'online has been included in the Gartner CRM Customer Engagement Center Magic Quadrant, 2015.
Report Highlights:
- Through 2018, an ecosystem of at least five vendors will be required to build the ideal customer engagement center (CEC), the core of which will be an intelligent CRM case management system.
- Great diligence must be shown by IT leaders working on customer service projects.
- To support customers, some interactions will remain human-assisted, while far more will be automated, and some will require customer self-service through search tools or social media channels.
Improve Service Quality Through Enterprise Feedback ManagementSpectos GmbH
How are companies improving their service quality with enterprise feedback management systems? Spectos has compiled a list of tips and hints about how to improve company performance by measuring customer satisfaction.
Get Salesfierce: Transforming Accidental Admins into Bold Leaders!Spanning Cloud Apps
Are you an “Accidental Admin” constantly receiving duplicate or redundant requests, yet haven’t implemented many of your own ideas or best practices? As Admins of companies run on Salesforce, YOU see the big picture and hold vast amounts of cross-departmental knowledge. In this session held at Connections 2018 in Chicago, Nicole Smith, Spanning's Senior Salesforce Administrator, shared how to become a thought leader and change agent at your company by creating a seat at the executive table. Become the driver of innovation at your company while creating yourself as a bold leader. Check out her deck here.
The quarterly voice and speech technology newsletter from Business Systems, offering you the latest news and insights on call recording, quality montioring, speech analytics, PCI Compliance and much more. Featuring our latest case studies, webinars (including our latest one 'What are the most successful contact centres doing right?') and sponsored guides.
Why Your Best Salesperson May Be a Customer Support RepCognizant
This document discusses how customer support organizations can be transformed into sales channels by focusing on providing a positive customer experience. It proposes that support teams should prioritize resolving issues on the first call to increase customer satisfaction and retention. The document also describes a customer care transformation framework that uses customer usage data and feedback to identify and fix recurring problems, empowering agents and customers to resolve issues themselves through self-service tools. This framework aims to transform dissatisfied customers into advocates by resolving the root causes of their issues.
How to Drive Better Business Insights with Strong Data GovernanceMatt Dillon
Learn why leading CMOs and CEOs are making data governance and data integration a top priority for driving revenue growth and improving profitability.
Your data is one of the most important assets you have as a business but are you taking the necessary steps to manage your data with care?
Are you using your data to improve the customer experience and make better business decisions?
Webinar includes:
- Creating a centre of excellence
- Establishing data standardization
- Developing application management plans
- Release management
- Incorporating data & systems integration strategies
- Data cleansing essentials
Byron Bouquet is seeking a position as a help desk support technician. He has over 15 years of experience providing technical support and customer service for various companies in both PC and Mac environments. His skills include troubleshooting hardware and software issues, installing and configuring new systems, and managing service requests to improve customer satisfaction.
Key takeaways from the Gartner Magic Quadrant for the CRM Customer Engagement...Creatio
Bpm'online has been included in the Gartner CRM Customer Engagement Center Magic Quadrant, 2015.
Report Highlights:
- Through 2018, an ecosystem of at least five vendors will be required to build the ideal customer engagement center (CEC), the core of which will be an intelligent CRM case management system.
- Great diligence must be shown by IT leaders working on customer service projects.
- To support customers, some interactions will remain human-assisted, while far more will be automated, and some will require customer self-service through search tools or social media channels.
Improve Service Quality Through Enterprise Feedback ManagementSpectos GmbH
How are companies improving their service quality with enterprise feedback management systems? Spectos has compiled a list of tips and hints about how to improve company performance by measuring customer satisfaction.
Get Salesfierce: Transforming Accidental Admins into Bold Leaders!Spanning Cloud Apps
Are you an “Accidental Admin” constantly receiving duplicate or redundant requests, yet haven’t implemented many of your own ideas or best practices? As Admins of companies run on Salesforce, YOU see the big picture and hold vast amounts of cross-departmental knowledge. In this session held at Connections 2018 in Chicago, Nicole Smith, Spanning's Senior Salesforce Administrator, shared how to become a thought leader and change agent at your company by creating a seat at the executive table. Become the driver of innovation at your company while creating yourself as a bold leader. Check out her deck here.
The quarterly voice and speech technology newsletter from Business Systems, offering you the latest news and insights on call recording, quality montioring, speech analytics, PCI Compliance and much more. Featuring our latest case studies, webinars (including our latest one 'What are the most successful contact centres doing right?') and sponsored guides.
Why Your Best Salesperson May Be a Customer Support RepCognizant
This document discusses how customer support organizations can be transformed into sales channels by focusing on providing a positive customer experience. It proposes that support teams should prioritize resolving issues on the first call to increase customer satisfaction and retention. The document also describes a customer care transformation framework that uses customer usage data and feedback to identify and fix recurring problems, empowering agents and customers to resolve issues themselves through self-service tools. This framework aims to transform dissatisfied customers into advocates by resolving the root causes of their issues.
How to Drive Better Business Insights with Strong Data GovernanceMatt Dillon
Learn why leading CMOs and CEOs are making data governance and data integration a top priority for driving revenue growth and improving profitability.
Your data is one of the most important assets you have as a business but are you taking the necessary steps to manage your data with care?
Are you using your data to improve the customer experience and make better business decisions?
Webinar includes:
- Creating a centre of excellence
- Establishing data standardization
- Developing application management plans
- Release management
- Incorporating data & systems integration strategies
- Data cleansing essentials
Byron Bouquet is seeking a position as a help desk support technician. He has over 15 years of experience providing technical support and customer service for various companies in both PC and Mac environments. His skills include troubleshooting hardware and software issues, installing and configuring new systems, and managing service requests to improve customer satisfaction.
The document describes how athenahealth uses surveys and Salesforce to listen to customers. It discusses how athenahealth transitioned from a lack of integrated customer feedback to a mature voice of the customer program. The program now collects meaningful feedback across multiple channels using an intuitive survey platform integrated with Salesforce. This allows athenahealth to better understand customers and prioritize improvements based on diagnostic feedback.
Presentation deck from a webinar with Comcast Business and Entrepreneur about collecting and using customer and prospect data to provide the best experience for customers.
The document summarizes key findings from a survey on demand generation strategies conducted by SiriusDecisions. It found that message type is more important than medium, with educational and solution-focused messages appealing at different buying stages. Industry analysts and peers are the most trusted sources, while vendors are least trusted. Prospects respond most when they have a defined need and see a relevant solution. Different tactics are effective depending on where prospects are in their buying cycle.
A seminar providing an overview of multichannel customer engagement and its relevance to organisations.
Also contains some research from two seminars answering the questions 'do you have a multichannel strategy', 'what would be the benefits of multichannel', 'what are the barriers to adopting multichannel'
Contact:
@mfenna
http://about.me/markfenna
8 LOS Features Credit Unions Need to Stay Competitive Doxim Inc.
1. Ongoing digitization is transforming the retail banking industry, and banks that do not respond to this disruption could lose 35% of their market share by 2020.
2. While consumers still want personalized assistance, research shows a disconnect between what consumers expect and the experience banks provide.
3. To stay competitive, banks need to modernize legacy systems, improve access and usability, and balance security with customer service through initiatives like transforming legacy systems, focusing on usability and data analytics, and creating adaptive routing.
Free Desktop Support Training Series | The Zen of Support | MetricNetMetricNet
The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.
In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.
Attendees of this webcast will learn:
• Three Sources of Leverage in a Strategic Support Organization
• Two Metrics to Measure Your Progress Towards Strategic Significance
• Key Success Factors for Achieving Strategic Enlightenment
• Benchmarking Results from Strategic Support Organizations
An effective Software Asset Management (SAM) program can help organizations reduce software licensing costs, risks of non-compliance, and operational inefficiencies. SAM involves people to manage licenses, well-defined processes to track software from procurement to uninstallation, and tools to automate tracking across complex vendor landscapes. Without proper SAM, organizations risk significant penalties if audits find non-compliance due to unlicensed software use, vague contracts, or lack of oversight of purchasing and deployment. EY's SAM experts help clients understand true licensing needs, improve processes, and verify compliance to reduce disputes.
Learn how you can drive your business forward with confidence by making decisions based on actionable insights gained from organizational data in real-time.
Measure Marketing's Influence on Revenue With Attribution ModelsGoodData
This document discusses various revenue attribution models that can be used to measure the influence of marketing on revenue. It describes different types of attribution models including first touch, last touch, multi-touch with even weighting, and multi-touch with custom weighting. Connecting marketing campaigns and contacts to opportunities and revenue in a marketing business intelligence platform allows for more accurate attribution modeling. Defining the sales funnel stages and key performance indicators is also important for effective revenue attribution.
The role of it leadership in service and support v2MetricNet
This document discusses the role of IT leadership in service and support. It covers several key points:
- IT service and support organizations can operate at different maturity levels, from reactive to strategic. Most are currently tactical and reactive.
- Effective IT leadership is important for service and support to achieve higher maturity levels and become more strategic, proactive, and focused on creating value.
- Leadership should think of support as a business, understand its economic potential, demand accountability through metrics, and expect strategic thinking from support teams.
- Metrics and benchmarking against best practices are discussed as important ways for support organizations to improve performance and demonstrate value. Key performance indicators for service desks and desktop support are also reviewed.
360 Degree Customer Experience: A Practical Approach to Holistic CXsuitecx
The document discusses different approaches to understanding the customer experience, including voice of the customer surveys, clickstream data, net promoter score, social media, and big data. However, each approach only provides a partial picture. 360-degree experience mapping pulls all these inputs together to provide a holistic view of the customer experience across all touchpoints. Experience mapping examples are provided to illustrate how it can integrate data from various sources to better understand the complete customer journey.
A contact center enables agents to communicate with consumers via various communication channels. Businesses should carefully decide the bundle of the channels for the success of operations. Here are the factors to consider to choose the channels for your contact center.
Course5 Intelligence has developed and deployed across its key clients a sophisticated AI solution that allows you to view all your Customer Experience drivers in a clean, interactive interface.
Top six trends of customer service in 2015 forrester reportConvergeHub
The document discusses 6 key trends in customer service that Forrester predicts will emerge in 2015 according to a recent report. The trends are: 1) emerging channels for customer service like web, mobile, and video chat; 2) proactive customer engagement through anticipating needs; 3) preemptive customer service through smarter products and automation; 4) cognitive engagement through computing systems; 5) predictive analytics to offer tailored service; and 6) consolidation of customer service technologies.
The Centers for Medicare & Medicaid Services plans to audit 1 in every 20 participants in the Meaningful Use program. A Meaningful Use audit may involve reviewing documentation to support the information submitted during attestation. Properly maintaining documentation is important to avoid failing an audit. Key tips include capturing documentation like committee meeting minutes, test results, and reports to demonstrate compliance with objectives like clinical decision support and summary of care.
This document discusses the "customer experience conundrum" faced by many organizations. It notes that while 78% of brands measure customer experience, many see limited impact on CX or return on investment. This is due to narrow CX focus, siloed customer data, unempowered employees, and traditional analytics. The document recommends that organizations achieve holistic CX impact by integrating five areas: CX vision, 360 customer profiles, advanced analytics, employee experience, and innovation. It identifies actions organizations can take in each of these areas and notes that currently only a small percentage feel they have matured in these aspects of CX management. The document concludes by stating the reader should aspire, assess, and activate to advance their CX journey.
White Paper: "Keys to a Successful Call Center Transition" (31West Knowledge ...31West Global Services
The document outlines 10 essentials for a successful offshore transition: 1) thorough knowledge transfer between client and vendor, 2) providing access to relevant systems, 3) establishing a single point of contact, 4) ensuring prompt responses, 5) implementing a quality assurance system, 6) utilizing reporting structures, 7) maintaining security and compliance, 8) defining clear escalation protocols, 9) building trust between parties, and 10) exercising patience during the transition process. Adhering to these 10 factors is said to help mitigate issues that may arise and facilitate a smooth transition.
Customer Success Operational Dashboards for Executives and LeadsGainsight
This document contains confidential operational dashboards for executives and leads at Apttus, a company that provides quote-to-cash software. It summarizes key metrics on customer success, renewals, regional trends, and initiatives. The dashboards provide a weekly snapshot of customer health, renewal rates, new business wins, and action items to improve adoption and risk mitigation. They also include quarterly and annual summaries of goals, highlights, and risks. The purpose is to enable all levels of the organization to make data-driven decisions using reliable, real-time metrics.
The Missing Role from your Customer Success Org Chart: Customer Success Opera...Gainsight
Customer Success executives are realizing a new need for Customer Success Operations as a role in their organizations. As Customer Success become more mature, measurable, and process driven, there needs to be someone who is accountable for administering the programs and playbooks.
Customer Success Operations isn’t all that different from Sales Operations from a role perspective, but because CS Operations is an emerging role many teams are fighting an uphill battle to make the hire. Even after they secure the hire, a lot of teams struggle to hire the right candidate for the Customer Success Operations role. The Gainsight Customer Success team will walk you through the basics of Customer Success Operations and discuss why teams should consider hiring for this impactful role.
SalesConf - Uncovering a Treasure Trove of Sales Opportunities using Customer...Lincoln Murphy
This slide deck is from a presentation on accelerating the sales cycle by leveraging Customer Success data - Lincoln Murphy was the presenter - at SalesConf 2014 in San Francisco, CA.
The document describes how athenahealth uses surveys and Salesforce to listen to customers. It discusses how athenahealth transitioned from a lack of integrated customer feedback to a mature voice of the customer program. The program now collects meaningful feedback across multiple channels using an intuitive survey platform integrated with Salesforce. This allows athenahealth to better understand customers and prioritize improvements based on diagnostic feedback.
Presentation deck from a webinar with Comcast Business and Entrepreneur about collecting and using customer and prospect data to provide the best experience for customers.
The document summarizes key findings from a survey on demand generation strategies conducted by SiriusDecisions. It found that message type is more important than medium, with educational and solution-focused messages appealing at different buying stages. Industry analysts and peers are the most trusted sources, while vendors are least trusted. Prospects respond most when they have a defined need and see a relevant solution. Different tactics are effective depending on where prospects are in their buying cycle.
A seminar providing an overview of multichannel customer engagement and its relevance to organisations.
Also contains some research from two seminars answering the questions 'do you have a multichannel strategy', 'what would be the benefits of multichannel', 'what are the barriers to adopting multichannel'
Contact:
@mfenna
http://about.me/markfenna
8 LOS Features Credit Unions Need to Stay Competitive Doxim Inc.
1. Ongoing digitization is transforming the retail banking industry, and banks that do not respond to this disruption could lose 35% of their market share by 2020.
2. While consumers still want personalized assistance, research shows a disconnect between what consumers expect and the experience banks provide.
3. To stay competitive, banks need to modernize legacy systems, improve access and usability, and balance security with customer service through initiatives like transforming legacy systems, focusing on usability and data analytics, and creating adaptive routing.
Free Desktop Support Training Series | The Zen of Support | MetricNetMetricNet
The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.
In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.
Attendees of this webcast will learn:
• Three Sources of Leverage in a Strategic Support Organization
• Two Metrics to Measure Your Progress Towards Strategic Significance
• Key Success Factors for Achieving Strategic Enlightenment
• Benchmarking Results from Strategic Support Organizations
An effective Software Asset Management (SAM) program can help organizations reduce software licensing costs, risks of non-compliance, and operational inefficiencies. SAM involves people to manage licenses, well-defined processes to track software from procurement to uninstallation, and tools to automate tracking across complex vendor landscapes. Without proper SAM, organizations risk significant penalties if audits find non-compliance due to unlicensed software use, vague contracts, or lack of oversight of purchasing and deployment. EY's SAM experts help clients understand true licensing needs, improve processes, and verify compliance to reduce disputes.
Learn how you can drive your business forward with confidence by making decisions based on actionable insights gained from organizational data in real-time.
Measure Marketing's Influence on Revenue With Attribution ModelsGoodData
This document discusses various revenue attribution models that can be used to measure the influence of marketing on revenue. It describes different types of attribution models including first touch, last touch, multi-touch with even weighting, and multi-touch with custom weighting. Connecting marketing campaigns and contacts to opportunities and revenue in a marketing business intelligence platform allows for more accurate attribution modeling. Defining the sales funnel stages and key performance indicators is also important for effective revenue attribution.
The role of it leadership in service and support v2MetricNet
This document discusses the role of IT leadership in service and support. It covers several key points:
- IT service and support organizations can operate at different maturity levels, from reactive to strategic. Most are currently tactical and reactive.
- Effective IT leadership is important for service and support to achieve higher maturity levels and become more strategic, proactive, and focused on creating value.
- Leadership should think of support as a business, understand its economic potential, demand accountability through metrics, and expect strategic thinking from support teams.
- Metrics and benchmarking against best practices are discussed as important ways for support organizations to improve performance and demonstrate value. Key performance indicators for service desks and desktop support are also reviewed.
360 Degree Customer Experience: A Practical Approach to Holistic CXsuitecx
The document discusses different approaches to understanding the customer experience, including voice of the customer surveys, clickstream data, net promoter score, social media, and big data. However, each approach only provides a partial picture. 360-degree experience mapping pulls all these inputs together to provide a holistic view of the customer experience across all touchpoints. Experience mapping examples are provided to illustrate how it can integrate data from various sources to better understand the complete customer journey.
A contact center enables agents to communicate with consumers via various communication channels. Businesses should carefully decide the bundle of the channels for the success of operations. Here are the factors to consider to choose the channels for your contact center.
Course5 Intelligence has developed and deployed across its key clients a sophisticated AI solution that allows you to view all your Customer Experience drivers in a clean, interactive interface.
Top six trends of customer service in 2015 forrester reportConvergeHub
The document discusses 6 key trends in customer service that Forrester predicts will emerge in 2015 according to a recent report. The trends are: 1) emerging channels for customer service like web, mobile, and video chat; 2) proactive customer engagement through anticipating needs; 3) preemptive customer service through smarter products and automation; 4) cognitive engagement through computing systems; 5) predictive analytics to offer tailored service; and 6) consolidation of customer service technologies.
The Centers for Medicare & Medicaid Services plans to audit 1 in every 20 participants in the Meaningful Use program. A Meaningful Use audit may involve reviewing documentation to support the information submitted during attestation. Properly maintaining documentation is important to avoid failing an audit. Key tips include capturing documentation like committee meeting minutes, test results, and reports to demonstrate compliance with objectives like clinical decision support and summary of care.
This document discusses the "customer experience conundrum" faced by many organizations. It notes that while 78% of brands measure customer experience, many see limited impact on CX or return on investment. This is due to narrow CX focus, siloed customer data, unempowered employees, and traditional analytics. The document recommends that organizations achieve holistic CX impact by integrating five areas: CX vision, 360 customer profiles, advanced analytics, employee experience, and innovation. It identifies actions organizations can take in each of these areas and notes that currently only a small percentage feel they have matured in these aspects of CX management. The document concludes by stating the reader should aspire, assess, and activate to advance their CX journey.
White Paper: "Keys to a Successful Call Center Transition" (31West Knowledge ...31West Global Services
The document outlines 10 essentials for a successful offshore transition: 1) thorough knowledge transfer between client and vendor, 2) providing access to relevant systems, 3) establishing a single point of contact, 4) ensuring prompt responses, 5) implementing a quality assurance system, 6) utilizing reporting structures, 7) maintaining security and compliance, 8) defining clear escalation protocols, 9) building trust between parties, and 10) exercising patience during the transition process. Adhering to these 10 factors is said to help mitigate issues that may arise and facilitate a smooth transition.
Customer Success Operational Dashboards for Executives and LeadsGainsight
This document contains confidential operational dashboards for executives and leads at Apttus, a company that provides quote-to-cash software. It summarizes key metrics on customer success, renewals, regional trends, and initiatives. The dashboards provide a weekly snapshot of customer health, renewal rates, new business wins, and action items to improve adoption and risk mitigation. They also include quarterly and annual summaries of goals, highlights, and risks. The purpose is to enable all levels of the organization to make data-driven decisions using reliable, real-time metrics.
The Missing Role from your Customer Success Org Chart: Customer Success Opera...Gainsight
Customer Success executives are realizing a new need for Customer Success Operations as a role in their organizations. As Customer Success become more mature, measurable, and process driven, there needs to be someone who is accountable for administering the programs and playbooks.
Customer Success Operations isn’t all that different from Sales Operations from a role perspective, but because CS Operations is an emerging role many teams are fighting an uphill battle to make the hire. Even after they secure the hire, a lot of teams struggle to hire the right candidate for the Customer Success Operations role. The Gainsight Customer Success team will walk you through the basics of Customer Success Operations and discuss why teams should consider hiring for this impactful role.
SalesConf - Uncovering a Treasure Trove of Sales Opportunities using Customer...Lincoln Murphy
This slide deck is from a presentation on accelerating the sales cycle by leveraging Customer Success data - Lincoln Murphy was the presenter - at SalesConf 2014 in San Francisco, CA.
• 3. The 3 Models of SaaS Pricing1How to Pick the Best Price28 Pricing Hacks3How to Test New Pricing4We’ll cover...
• 4. Model 1: Targeting Small Businesses1
• 5. Self-service, no sales team, limited support
• 6. Pricing in the $10 - $100/month rangeThis mean you need to focus onscale and acquiring customerscheaply.
• 7. Similar companies
• 8. Model 2: Targeting Enterprise2
• 9. Sales team, contracts, full support
• 10. Pricing is $1,000s or $10,000s/monthVery little is automated, your teamwill be working very closely witheach customer.
• 11. Similar companies
• 12. Model 3: The Mid-Size Hybrid3
• 13. Automated marketing with a sales team
• 14. Pricing is $100’s/monthYou’ll need to scale your leads butyou’ll have a full sales team toclose them.
• 15. Similar companies
• 16. Pick the right price range for your vision
• 17. 2 Bad Methods for Pricing
• 18. 1. Product cost + X%You’ll undercharge somecustomers and overcharge others.
• 19. 2. What does the customer want to pay?People have no idea until you askthem for their credit card.
• 20. Pricing by Value
• 21. Value-Based PricingYour customers get value worth $Yand it only costs them $X.
• 22. For B2B, focus on money earned or saved
• 23. How much extra revenue do they earn?1How many hours do they save?2What other costs do they avoid?3Ask your customers:
• 24. Capture more value from each customer.
• 25. There’s no such thing as a perfect price.If you need more guidance, pick aprice that’s 10% of the valuedelivered.
• 26. 8 Pricing Hacks8
• 27. Rule 1: Go AnnualYou’ll improve cash flow, reduceyour churn, and improve yourrevenue.
• 28. Rule 2: Don’t Add Unnecessary Digits$1000 looks cheaper than $1,000or $1000.00
• 29. Rule 3: Avoid Discounts Unless LaunchingDiscounts create destructivecustomer habits. Do not use themregularly.
• 30. Rule 4: Offer Multiple Prices to Anchor
• 31. Rule 5: Use pricing plans to segment customers.Different customer types getdifferent value from your product.Capture that value.
• 32. Rule 6: Double Your PriceWe all tend to UNDERvalue our ownservices.
• 33. Rule 7: Be Careful With Freemium PlansVery difficult to make it work in B2Bmarkets.
• 34. Rule 8: Grandfather Old Customers InAs long as you don’t raise pricesfor old customers, you won’t getany complaints.
• 35. These are rules, not laws.
• 36. How to Test New Pricing - 4 Steps
• 37. Step 1: Track subscription plans for all customersSubscription plans1Each monthly charge2Any cancelations3Access to total revenue, averagerevenue per user, and churn4
• 38. Step 2: Launch Your New Pricing Page
• 39. Step 3: Track your entire funnel
• 40. Step 4: Track ARPU and churn
• 41. KISSmetrics helps you find the right priceConnects all data to individual people1A/B tests for your entire funnel2See which plans are most profitable
This document discusses key metrics and economics for a SaaS business model. It provides details on sales compensation, bookings targets, churn rates, margins. It examines how revenue is generated from a single salesperson over time. Graphics show how monthly recurring revenue grows as new salespeople are hired each month. Lowering churn rates can significantly impact long-term profits. Collecting payment upfront eliminates cash flow troughs. Sales complexity impacts customer acquisition costs, requiring higher prices and more approval steps. Regular product improvements provide feedback on customer happiness.
The document evaluates 18 leading CRM suite solutions for large organizations based on 516 criteria related to the vendors' current offerings, strategies, and market presence. It finds that Oracle Siebel and SAP still offer the most complete solutions for large enterprises, though other Leaders like Salesforce.com, Microsoft, and RightNow are gaining ground with more flexible options. The evaluation also identifies Strong Performers like Oracle E-Business Suite, Pegasystems, and Sword Ciboodle that bring specific strengths in areas like analytics, customer service, and business process management. The report aims to help business professionals choose between the various options for meeting their organizations' CRM needs.
- Forrester evaluated 18 leading CRM suite solutions against over 500 criteria to assess their suitability for large organizations. The solutions were grouped into leaders, strong performers, and a single contender.
- Oracle Siebel and SAP were found to still offer the most complete solutions for large enterprises, though other leaders like Salesforce.com and Microsoft are gaining ground with more flexible, quicker to implement solutions.
- While the leaders are challenged by strong performers like Oracle E-Business Suite and PeopleSoft CRM suited for ERP customers, as well as BPM-focused solutions from Chordiant, Pegasystems and Sword Ciboodle, the crowded market provides many choices for buyers to consider.
Enterprise Fusion: Your Pathway To A Better Customer ExperienceCognizant
In June 2018, Cognizant commissioned Forrester Consulting to test the hypothesis that digital transformation will succeed best when two conditions are met.
Like “optimization” before it, “social CRM” (sCRM) is the latest catchphrase that has marketing and customer intelligence professionals abuzz.
Broadly, social CRM is the application of emerging social technologies, strategy, and data to traditional customer relationship marketing (CRM) practices. Core sCRM components to consider when extending traditional CRM approaches are strategy, data, and underlying technology used (e.g., text mining).
Learn to separate the myths about sCRM from the realities. This presentation will highlight current realities and challenges facing each of these three foundational aspects of sCRM.
Putting the Pieces Together: Finding Value in Unstructured DataSocial Media Today
The document discusses leveraging unstructured data from social media and customer interactions. It describes how companies can integrate this unstructured data with structured customer profile data to better understand customer needs and target promotions. It also discusses tools like Teradata and various social media analytics vendors that can help companies extract insights from large volumes of unstructured text data.
Top 10 Ways To Improve Digital ExperiencesGoodbuzz Inc.
To find improvement opportunities that will have the biggest impact on the customer experience and business metrics, companies need to start their digital improvement projects by analyzing web and app analytics, operational data, and multiple forms of customer research.
The document provides best practices for improving digital customer experiences. It recommends analyzing web, mobile, and operational data to find opportunities for improvement. It also suggests conducting expert reviews of digital touchpoints to identify usability issues. Additionally, the document stresses the importance of incorporating customer feedback to understand customers' needs and preferences when making design decisions. The goal is to deliver digital experiences that are useful, easy to use, and enjoyable for customers.
120. business intelligence modeling for increasing company value and competit...Hendry Hartono
This document discusses how business intelligence modeling can increase company value and competitive advantage in franchise businesses. It proposes a generic business intelligence model for franchise companies that involves collecting franchise data, performing extract-transform-load processes, and using data mining to make predictions about franchisor business strategies, franchisee performance, customer behaviors, and more. The model is meant to bridge gaps between business objectives and real activities by analyzing franchise data to inform decisions. Business intelligence is argued to benefit both franchisors and franchisees by providing insights that can improve business value and competitive positions.
The Future of Contact Centers Artificial IntelligenceJim Iyoob
It is not possible to have your company everywhere all the time, right? But today’s customers want it fast, they want it good and they want it their way. Your customer will leave you if it’s not their way; you can expect up to 95% of them to tell their friends, family and co-workers about their bad experience. Matt Rocco and I have put in a lot of work together to write “The Future of Contact Centers”.
The document discusses how customer relationship management (CRM) is undergoing changes due to new technologies like social media, mobile devices, and communities. In the future, CRM will focus more on collaboration and building value networks between companies and customers. Companies will work together dynamically to meet customer needs and provide convenient, personalized experiences across different touchpoints. CRM strategies will center on co-creating value with customers before, during, and after transactions through integrated systems and services.
The document summarizes a Forrester report that evaluates 10 leading business transformation consultancies. It finds that Deloitte, Accenture, PwC, IBM, and Cognizant lead in offering complete solutions, innovative approaches, and high-quality delivery. Capgemini, KPMG, EY, TCS, and Infosys are also strong but have some limitations. The evaluation criteria include the consultancies' current offerings, strategies, and market presence. Business transformations are increasingly global, complex projects requiring expertise in areas like organizational change management.
IRJET- Implementing Social CRM System for an Online Grocery Shopping Platform...IRJET Journal
This document presents a proposed system architecture for implementing a social customer relationship management (CRM) system for an online grocery shopping platform using customer reviews and sentiment analysis. The proposed architecture involves collecting customer reviews from social media, preprocessing and analyzing the data using natural language processing techniques like stemming, and storing the results in a database. Sentiment analysis is performed to categorize reviews by aspects and sentiment. The analyzed data is then presented to users through an interface to help the online grocery shopping platform better understand customer needs and improve products/services based on feedback.
IRJET- Strength and Workability of High Volume Fly Ash Self-Compacting Concre...IRJET Journal
The document discusses implementing a social customer relationship management (CRM) system for an online grocery shopping platform using customer reviews. It proposes collecting customer reviews from social media and other sources, refining the data, analyzing it using natural language processing and machine learning techniques, and storing the results in a database. This would allow the platform to better understand customer sentiment and needs to improve products, services and the customer experience.
Socially synergistic enterprises 10 june m. baronMarcel Baron
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Social crm goes mainstream - Forrester research
1. Making Leaders Successful Every Day
January 5, 2010 | Updated: January 26, 2010
Topic Overview: Social CRM Goes
Mainstream
by William Band and Natalie L. Petouhoff, Ph.D.
for Business Process & Applications Professionals
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