This presentation was made in April 2012 at the Text Analytics Summit in London. The presentation outlines Customer Experience Management (CEM) best practices and their value to both the customer and the vendor. In addition we look at the technical, operational and measurement challenges of CEM, and the customer decision journey.
The results have poured in from our 6th Annual State of Partnering research. This year’s study was the biggest and most comprehensive yet – with 98 global vendors and 250 solution provider participants.
This year’s study focused on several key partnering topics including enablement, cloud engagement models, field sales coverage and channel spending trends.
The results have poured in from our 6th Annual State of Partnering research. This year’s study was the biggest and most comprehensive yet – with 98 global vendors and 250 solution provider participants.
This year’s study focused on several key partnering topics including enablement, cloud engagement models, field sales coverage and channel spending trends.
MIS 13 Customer Relationship ManagementTushar B Kute
The slides are created for 'Management Information System' subject of SEIT under University of Pune, INDIA.
Subject Teacher: Mr. Tushar B Kute,
Sandip Institute of Technology and Research Centre, Nashik.
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
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
Here's a great customer journey map template to help customer success folks document, visualize and evaluate how they interact with customers. Here is a link to the supporting blog post that details how to use the template and explains some of the assumptions we made in creating the lifecycle stages, and categories = http://www.preact.com/blog/customer-journey-map-template
Mapping the customer experience: innovate using customer experience journey mapsJoyce Hostyn
Do you know what your organization looks like from your customer’s perspective? In the digital age, silos and organizational bureaucracy manifest themselves through your digital presence. You can bridge these silos and overcome a bureaucratic inside-out mindset by visualizing the customer (learner, elder, citizen, patient, employee) experience through a customer experience journey map that captures both actual and emotional aspects of the customer experience. Then, map in hand, you can use it to design great outside-in customer experiences for your organization.
Eloqua breakfast briefing pres apr 2012Gerry Brown
'Setting The Context for High Performance Joined-up Marketing' looks at the strategies and planning customers should conduct before investing in marketing automation. Using proven academic marketing models aligned with recent research into B2B marketing best practices, this presentation sets the context for sustainable marketing improvement using the latest marketing automation technologies.
Leading them on – secrets of successful lead nurturing programmes - The Marke...B2B Marketing
Behind the scenes of the programmes that won B2B Marketing’s Best Lead Nurturing Campaign awards in 2010 and 2011.
The new art (or is it a science?) of lead nurturing is a cornerstone of alignment between sales and marketing and promises benefits including higher numbers of better qualified sales leads and significant efficiency savings compared with one-off lead generation campaigns. Paul will talk through the success factors behind measurable sales results seen by organisations including Oracle (Best Lead Nurturing Campaign 2010), O2 (Best Lead Nurturing Campaign 2011) and Canon.
He will begin by discussing what’s involved in setting up a lead nurturing programme from scratch, e.g. What’s the business case? How does it fit with other marketing activities? How do you ensure marketing is fully aligned with sales? What do you really need in terms of a team, processes and systems?
Paul will then look at it from the customer’s point of view. What does it feel like to be included in a nurture campaign? Which channels work best (and which ones do most marketers forget about)?
He will conclude with some notes about ongoing governance and some common pitfalls to avoid in the execution of a lead nurturing programme.
Benefits to gain from this session
Factors to include in a business case or ongoing measurement of a lead nurturing programme
Real-life examples of what’s involved in getting programmes set up and running (including sales alignment, systems, processes and teams)
Examples of the channels/content/techniques that work best in lead nurturing – including tips that could instantly improve response rates of any prospect campaigns
Traps to avoid!
#IBMInsight Session presentation "Transforming your Enterprise to Get Value from BigData and Analytics: How to Get Started".
Transforming Your Enterprise to Get Value from Big Data
and Analytics: How to Get Started
The Journey, The Value Analytics Drives, Analytics Leadership and Governance, Analytics Case Studies, Best Practices for Getting Started
More at ibm.biz/BdEPRs
How is content being used to support b2b lead generation and nurturing? What’s working best? And how can you measure its success?
Presentation from MicroMedia's after summer b2b event in Helsinki on 20 September 2012. Including some examples of successful b2b marketing campaigns with great content at their heart.
Introduction
The creation of successful products is essential for companies that want to grow or maintain a competitive advantage. Many organizations lack a clearly defined and understood product strategy.
We will discuss the importance of the AIPMM Product Management Framework (PMF) to define and implement a process to conceive, plan and market your company’s products at each stage of their life cycle. We will identify key activities to align business and product strategy with unmet customer needs to create value for your business.
We will describe the typical product life cycle from concept to launch and through product retirement. We will also discuss why growing organizations need to implement a formal product management process to support their product strategy.
Objectives
* Why do you need to define the right product strategy?
* What are the benefits of implementing a product planning process?
* What do you need to constantly create insanely great products?
Contact me at http:/linkd.in/hdelcastillo for more information regarding AIPMM membership or certification courses in your area.
Let me know how I can help you accelerate your career, or create and implement a product strategy and product planning process successfully to grow your business.
MIS 13 Customer Relationship ManagementTushar B Kute
The slides are created for 'Management Information System' subject of SEIT under University of Pune, INDIA.
Subject Teacher: Mr. Tushar B Kute,
Sandip Institute of Technology and Research Centre, Nashik.
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
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
Here's a great customer journey map template to help customer success folks document, visualize and evaluate how they interact with customers. Here is a link to the supporting blog post that details how to use the template and explains some of the assumptions we made in creating the lifecycle stages, and categories = http://www.preact.com/blog/customer-journey-map-template
Mapping the customer experience: innovate using customer experience journey mapsJoyce Hostyn
Do you know what your organization looks like from your customer’s perspective? In the digital age, silos and organizational bureaucracy manifest themselves through your digital presence. You can bridge these silos and overcome a bureaucratic inside-out mindset by visualizing the customer (learner, elder, citizen, patient, employee) experience through a customer experience journey map that captures both actual and emotional aspects of the customer experience. Then, map in hand, you can use it to design great outside-in customer experiences for your organization.
Eloqua breakfast briefing pres apr 2012Gerry Brown
'Setting The Context for High Performance Joined-up Marketing' looks at the strategies and planning customers should conduct before investing in marketing automation. Using proven academic marketing models aligned with recent research into B2B marketing best practices, this presentation sets the context for sustainable marketing improvement using the latest marketing automation technologies.
Leading them on – secrets of successful lead nurturing programmes - The Marke...B2B Marketing
Behind the scenes of the programmes that won B2B Marketing’s Best Lead Nurturing Campaign awards in 2010 and 2011.
The new art (or is it a science?) of lead nurturing is a cornerstone of alignment between sales and marketing and promises benefits including higher numbers of better qualified sales leads and significant efficiency savings compared with one-off lead generation campaigns. Paul will talk through the success factors behind measurable sales results seen by organisations including Oracle (Best Lead Nurturing Campaign 2010), O2 (Best Lead Nurturing Campaign 2011) and Canon.
He will begin by discussing what’s involved in setting up a lead nurturing programme from scratch, e.g. What’s the business case? How does it fit with other marketing activities? How do you ensure marketing is fully aligned with sales? What do you really need in terms of a team, processes and systems?
Paul will then look at it from the customer’s point of view. What does it feel like to be included in a nurture campaign? Which channels work best (and which ones do most marketers forget about)?
He will conclude with some notes about ongoing governance and some common pitfalls to avoid in the execution of a lead nurturing programme.
Benefits to gain from this session
Factors to include in a business case or ongoing measurement of a lead nurturing programme
Real-life examples of what’s involved in getting programmes set up and running (including sales alignment, systems, processes and teams)
Examples of the channels/content/techniques that work best in lead nurturing – including tips that could instantly improve response rates of any prospect campaigns
Traps to avoid!
#IBMInsight Session presentation "Transforming your Enterprise to Get Value from BigData and Analytics: How to Get Started".
Transforming Your Enterprise to Get Value from Big Data
and Analytics: How to Get Started
The Journey, The Value Analytics Drives, Analytics Leadership and Governance, Analytics Case Studies, Best Practices for Getting Started
More at ibm.biz/BdEPRs
How is content being used to support b2b lead generation and nurturing? What’s working best? And how can you measure its success?
Presentation from MicroMedia's after summer b2b event in Helsinki on 20 September 2012. Including some examples of successful b2b marketing campaigns with great content at their heart.
Introduction
The creation of successful products is essential for companies that want to grow or maintain a competitive advantage. Many organizations lack a clearly defined and understood product strategy.
We will discuss the importance of the AIPMM Product Management Framework (PMF) to define and implement a process to conceive, plan and market your company’s products at each stage of their life cycle. We will identify key activities to align business and product strategy with unmet customer needs to create value for your business.
We will describe the typical product life cycle from concept to launch and through product retirement. We will also discuss why growing organizations need to implement a formal product management process to support their product strategy.
Objectives
* Why do you need to define the right product strategy?
* What are the benefits of implementing a product planning process?
* What do you need to constantly create insanely great products?
Contact me at http:/linkd.in/hdelcastillo for more information regarding AIPMM membership or certification courses in your area.
Let me know how I can help you accelerate your career, or create and implement a product strategy and product planning process successfully to grow your business.
Our Video Marketing Solution Study presents the insights, landscape and vendors within the content marketing space. At Demand Metric, we define Video Marketing as the strategies, processes and technologies employed by an organization to generate interest in their brand, company and products through the use of relevant, engaging video content.
Businesses utilize videos to provide information, education, advice and/or entertainment to their target audience. These videos include a powerful combination of elements – audio, cast/speaker(s), images, graphics and text – that are exceptionally appealing and effective at promoting messages.
Video Marketing encompasses a wide variety of activities, including program planning, the alignment of target audience & video content, video production, content distribution, video optimization & monetization and program analysis.
The main goals of a Video Marketing program are to develop brand awareness, to provide attention-grabbing content for clients & prospects and to generate qualified, captivated leads.
This study covers the following sections:
- Executive Summary
- What is Video Marketing?
- Benefits of Video Marketing
- Video Marketing Deployment Lifecycle
- Vendor Selection Criteria
- Video Marketing Solutions Landscape
- Video Marketing Maturity Model
- Action Plan
- Analyst Bottom Line
- About the Research Analysts
- Our Solution Study Methodology
- About Demand Metric
To obtain this document, visit us at http://www.demandmetric.com/register
Winning Ad Ops Strategies: Microsoft & Kelley Blue Book Panel Discussion with...Operative
For a rare look into how premium media organizations approach ad operations, please view our webcast panel discussion with Microsoft Digital Advertising Solution's Manager of Account Services, Heather Miranda, and Kelley Blue Book's VP of Advertising Operations, Melissa Bertram. Heather and Melissa discuss topics including the challenges facing ad operations today, which metrics are most important to track, how ad operations will evolve in the future, as well as examples of recent successful initiatives. http://www.operative.com
Learning Objectives
• Why do you need to define a product strategy for your company?
• What are the benefits of implementing a product planning process?
• What do you need to create successful products consistently?
Description
The creation of successful products is essential for companies that want to grow or maintain a competitive advantage. Many organizations lack a clearly defined and understood product strategy. We will discuss the benefits of adopting the Association of International Product Marketing and Management (AIPMM) Product Management Framework (PMF) to align your business and product strategies with unmet customer needs and market trends to create value for your business using a sustainable approach.
Audience
This presentation is for product managers, marketers, entrepreneurs, innovators, and technology-based business owners that want to expand their knowledge about how to create successful products that customers demand.
For more info, connect with Hector Del Castillo at http:/linkd.in/hdelcastillo.
Insights2020: Driving Customer-Centric Business Growth Kantar
Based on more than 325 in-depth interviews with senior marketing and insights leaders and 10,000+ interviews with practitioners across 60 markets, the Insights2020 initiative examines the drivers of customer-centricity and how being a customer-focused company impacts business performance.
With a robust and global sample, we are able to quantify the financial opportunity for any business and guide organizations on their journeys to customer-centricity. The connection is clear and it is time to elevate insights and analytics to the boardroom.
Content in Context; creating meaningful engagementsGerry Brown
This keynote resentation was delivered to an audience of 500+ marketers at Oracle's Modern Marketing Experience conference in London on 18th November 2015
This presentation explores the role of the CMO in delivering Customer Experience (CX). In particular we look at emerging digital business models and how these affect the role and responsibilities of the CMO. The presentation reveals the operational challenges of implementing CX, best practices, and the key actions that CMOs can take to measure and manage CX effectively.
Digital marketing transformation: How IT can traverse the marketing divideGerry Brown
This presentation was given at the Ovum Industry Congress in Victoria, London on May 14th 2013. The goal was to advise CIOs and other IT professionals how to approach a collaboration with their marketing colleagues when considering the implementation of an integrated digital marketing system. The presentation covers the kind of systems that marketers need and want, the marketing operating environment and the marketers’ mindset that IT professionals need to consider, and how Marketing and IT can harmonise and work co-operatively. We assess how marketing processes combine with marketing automation, web site optimisation, and multi-channel marketing to leverage enterprise data assets and provide a better brand experience for the connected customer.
Managing Corporate Brands with Diageo & VyreGerry Brown
In this joint presentation with Diageo and VYRE, Gerry Brown discusses the importance of corporate branding, and how best practices can be enabled by Brand Asset Management technologies. This presentation preceeded a presentation on branding by Diageo, the world's largest premium drinks company, and home of such brands such as Smirnoff (vodka), Guinness (beer) and Johnny Walker (whisky).
This presentation takes a humorous tongue-in-cheek look at the limitations of the traditional approach to BI, and reveals why agile BI offers a viable alternative. The presentation outlines the benefits of agile BI and Business Case and Getting Started tips. It also provides a suggested roadmap for managing agile BI developments.
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered QualityInflectra
In this insightful webinar, Inflectra explores how artificial intelligence (AI) is transforming software development and testing. Discover how AI-powered tools are revolutionizing every stage of the software development lifecycle (SDLC), from design and prototyping to testing, deployment, and monitoring.
Learn about:
• The Future of Testing: How AI is shifting testing towards verification, analysis, and higher-level skills, while reducing repetitive tasks.
• Test Automation: How AI-powered test case generation, optimization, and self-healing tests are making testing more efficient and effective.
• Visual Testing: Explore the emerging capabilities of AI in visual testing and how it's set to revolutionize UI verification.
• Inflectra's AI Solutions: See demonstrations of Inflectra's cutting-edge AI tools like the ChatGPT plugin and Azure Open AI platform, designed to streamline your testing process.
Whether you're a developer, tester, or QA professional, this webinar will give you valuable insights into how AI is shaping the future of software delivery.
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Tobias Schneck
As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
Search and Society: Reimagining Information Access for Radical FuturesBhaskar Mitra
The field of Information retrieval (IR) is currently undergoing a transformative shift, at least partly due to the emerging applications of generative AI to information access. In this talk, we will deliberate on the sociotechnical implications of generative AI for information access. We will argue that there is both a critical necessity and an exciting opportunity for the IR community to re-center our research agendas on societal needs while dismantling the artificial separation between the work on fairness, accountability, transparency, and ethics in IR and the rest of IR research. Instead of adopting a reactionary strategy of trying to mitigate potential social harms from emerging technologies, the community should aim to proactively set the research agenda for the kinds of systems we should build inspired by diverse explicitly stated sociotechnical imaginaries. The sociotechnical imaginaries that underpin the design and development of information access technologies needs to be explicitly articulated, and we need to develop theories of change in context of these diverse perspectives. Our guiding future imaginaries must be informed by other academic fields, such as democratic theory and critical theory, and should be co-developed with social science scholars, legal scholars, civil rights and social justice activists, and artists, among others.
Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...UiPathCommunity
💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™:
See how to accelerate model training and optimize model performance with active learning
Learn about the latest enhancements to out-of-the-box document processing – with little to no training required
Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages
This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath.
Speakers:
👨🏫 Andras Palfi, Senior Product Manager, UiPath
👩🏫 Lenka Dulovicova, Product Program Manager, UiPath
Connector Corner: Automate dynamic content and events by pushing a buttonDianaGray10
Here is something new! In our next Connector Corner webinar, we will demonstrate how you can use a single workflow to:
Create a campaign using Mailchimp with merge tags/fields
Send an interactive Slack channel message (using buttons)
Have the message received by managers and peers along with a test email for review
But there’s more:
In a second workflow supporting the same use case, you’ll see:
Your campaign sent to target colleagues for approval
If the “Approve” button is clicked, a Jira/Zendesk ticket is created for the marketing design team
But—if the “Reject” button is pushed, colleagues will be alerted via Slack message
Join us to learn more about this new, human-in-the-loop capability, brought to you by Integration Service connectors.
And...
Speakers:
Akshay Agnihotri, Product Manager
Charlie Greenberg, Host
Let's dive deeper into the world of ODC! Ricardo Alves (OutSystems) will join us to tell all about the new Data Fabric. After that, Sezen de Bruijn (OutSystems) will get into the details on how to best design a sturdy architecture within ODC.
1. Text Analytics to Optimise Customer Experience
Management (CEM) for increased Customer
Retention and Shareholder Value
Gerry Brown
Director
MIS Associates
For: Text Analytics Summit Europe
Date: Tuesday 24th April 2012
Location: Royal Gardens Hotel, London W8
2. What does Gerry do?
Strategy advisor
Technology industry analyst
Marketing lecturer
2 Text Analytics Summit Europe 24th April 2012
3. Agenda
1. CEM: best practices, customer value and profitability
2. Technical, operational and measurement challenges
3. Conclusions
3 Text Analytics Summit Europe 24th April 2012
4. Who does CEM well?
4 Text Analytics Summit Europe 24th April 2012
5. 6 Behaviours of CEM Champions
1. Recruit and train to deliver the brand promise
2. Differentiate through service and personalisation
3. Promote from within and reward staff well
4. Innovate as a result of listening
5. Under-promise and over-deliver
6. Data-driven – measure everything
5 Text Analytics Summit Europe 24th April 2012
6. Most important attributes for delivering
customer experience
Foviance (2012)
6 Text Analytics Summit Europe 24th April 2012
7. Loyalty / Retention Strategies
1. Create targeted and unique interactions with high value
customers based on a 360 degree view
2. Recognize and reward customers in real time across
multiple channels
3. Integrate partners into loyalty programmes
4. Develop online communities using social media
7 Text Analytics Summit Europe 24th April 2012
8. How Loyalty & Retention Contribute to
Shareholder Value
7
6
5 Acquisition Cost
Year
4 Base Profit
Revenue Growth
3
Reduced cost-to-serve
2 Referrals value
1 Price Premium
-20 0 20 40 60
Customer Profitability ($)
Fred Reichheld (1996)
8 Text Analytics Summit Europe 24th April 2012
9. Management Gurus Agree . . .
Reichheld: a 5% reduction in customer defection increases profits by 25% to 80%
McKinsey: retaining customers is 3 to 10 times cheaper than acquiring new
However customer leakage is occurring . . .
Bain: 80% of organizations surveyed felt they did a great job in delivering customer
experiences. Only 8% of their customers agreed
McKinsey: 7/10 customers switch to a competitor because of poor service
University of Pennsylvania: 96% of dissatisfied customers leave quietly, 68% of which
never reveal their dissatisfaction because of perceived indifference
9 Text Analytics Summit Europe 24th April 2012
10. What is CEM & Key Concepts
“The orchestration and integration of
all touch-points and activities
performed for the customer”
What CEM advocates believe:
Customer acquisition is expensive, and profitability comes from longer
term Life Time Value (LTV)
Delight the customer with product and service experiences beyond their
expectations and be rewarded with customer retention, loyalty and
advocacy
A satisfied customer is the most profitable customer. High value customer
churn must be avoided at all costs
10 Text Analytics Summit Europe 24th April 2012
11. What text analytics does for CEM
• Integrates raw unstructured data on customer experience from
Integrates multiple enterprise applications and social media sources
• Reveals customer sentiments, concerns, intentions, and issues
Reveals
• Refines data into categories, themes, sentiments, emerging issues
Refines and root causes for analysis and reporting
• Provides real time actionable insights
Insight
11 Text Analytics Summit Europe 24th April 2012
12. What are the text sources?
12 Text Analytics Summit Europe 24th April 2012
14. The Traditional Linear AIDA Model
Awareness
Marketing
Interest
Desire
Sales
Action
Services
14 Text Analytics Summit Europe 24th April 2012
15. McKinsey’s Consumer Decision Journey
Active Evaluation
Loyalty Loop
Initial Moment of
Consideration Purchase
Trigger
Post-purchase experience
15 Text Analytics Summit Europe 24th April 2012
16. Measuring CEM
Important data sources Key measurement metrics
Web site analytics (77%) Sales / revenue (66%)
Customer satisfaction Customer retention / loyalty
surveys (72%) (65%)
Social media (50%) Customer satisfaction / net
Call centre (49%) promoter score (57%)
CRM (39%) Call centre (36%)
Ad campaigns (36%) Social media (36%)
Profitability (34%)
eConsultancy (2012)
16 Text Analytics Summit Europe 24th April 2012
17. Conclusions
CEM is a core organisational strategy – it best suits ‘high service’
organisations e.g. travel, hotels, retail
Text analytics on the desktop enables service encounter
personalisation by providing a 360 degree single customer view via
multiple online feeds
Text analytics identifies issues and root causes for management
corrective action and service continuity
A few organisations are advanced in CEM, most are early stage –
culture and complexity are key challenges
17 Text Analytics Summit Europe 24th April 2012
19. Questions?
Gerry Brown
Director
MIS Associates Limited
5 Kew Road, Richmond TW9 2PR
Mobile: +44 (0)7855 525598
Email: gerry.brown@misassocs.com
Web: www.misassocs.com
Twitter: @gerrybrown
. . . optimise your marketing strategies
Editor's Notes
2. Next best action for disgruntled high value call centre customers
South-Eastern airlines famously changed their finance staff to ‘happy people’
27 sources
Recent research by the NCC shows that only 5% of organisations have a single complete view of all their customer data.25% have a CEM strategy (Foviance)Measurement is piecemealand immature