Successful companies place the customer at the heart of their business, and base their activities and decisions on the customer’s needs and preferences.
State of application performance management in the Indian BFSI sector ValueNotes
Almost every participant in the BFSI sector identifies application
uptime as a critical metric of application performance and recognises
the need for those applications to function optimally i.e. increase
productivity while reducing costs. But this study showed that
organisations did not have defined standards of measurement and
did not consider industry benchmarks as relevant indicators.
Competitive Intelligence Needs-Assessment: Asking the right questions ValueNotes
Competitive Intelligence (CI) plays a critical role in formulating an
organisation’s business strategy. It can make the difference between
winning and losing, survival and death. However, CI can only live up to this
expectation, if it addresses the right questions. Right answers to wrong
questions, will be wrong for the organization. What questions should the
organization ask in order to win? The answer to this requires clear logical
thinking on the part of both, the decision-makers who will use the
intelligence to further their business objectives, and competitive
intelligence analysts who will provide actionable inputs to facilitate the
decisions. Going about CI needs assessment in a systematic fashion helps
you hit the bull’s-eye.
The current model of GS100 is based on market performance and
leadership, breadth of services, spread of global delivery capabilities, and
customer leadership. Next year, we would extend the model to measure
how service providers move towards leveraging platforms and solutions to
deliver the next wave of business value.
Congratulations to all the GS100 companies!
We offer a guide to change management that enables data quality throughout the organization and a sample operational data quality scorecard. This helps making operational data quality a way of life in your enterprise, from data origination of data sources to transformation
2012 New Research Report - GEP Value Trends: Procurement Strategy GEP
Procurement leaders are concerned about gaps between the procurement function and the strategic priorities of the overall enterprise, and its constituent business units, as well as chronic resource and skills shortages. GEP Value Trends: Procurement Strategy examines these and other important findings in greater depth.
Which applications and software tools will procurement companies seek in the year 2013 and what will be the overall technological trends? Procurement research firm ISG and GEP provide insights into this aspect of the procurement function in this new research report, the second of a three-part series.
BCG has extensive experience supporting PMIs, particularly growth oriented complex technology integrations. Learn more about BCG's approach, tools, and perspective on what makes software integrations different.
State of application performance management in the Indian BFSI sector ValueNotes
Almost every participant in the BFSI sector identifies application
uptime as a critical metric of application performance and recognises
the need for those applications to function optimally i.e. increase
productivity while reducing costs. But this study showed that
organisations did not have defined standards of measurement and
did not consider industry benchmarks as relevant indicators.
Competitive Intelligence Needs-Assessment: Asking the right questions ValueNotes
Competitive Intelligence (CI) plays a critical role in formulating an
organisation’s business strategy. It can make the difference between
winning and losing, survival and death. However, CI can only live up to this
expectation, if it addresses the right questions. Right answers to wrong
questions, will be wrong for the organization. What questions should the
organization ask in order to win? The answer to this requires clear logical
thinking on the part of both, the decision-makers who will use the
intelligence to further their business objectives, and competitive
intelligence analysts who will provide actionable inputs to facilitate the
decisions. Going about CI needs assessment in a systematic fashion helps
you hit the bull’s-eye.
The current model of GS100 is based on market performance and
leadership, breadth of services, spread of global delivery capabilities, and
customer leadership. Next year, we would extend the model to measure
how service providers move towards leveraging platforms and solutions to
deliver the next wave of business value.
Congratulations to all the GS100 companies!
We offer a guide to change management that enables data quality throughout the organization and a sample operational data quality scorecard. This helps making operational data quality a way of life in your enterprise, from data origination of data sources to transformation
2012 New Research Report - GEP Value Trends: Procurement Strategy GEP
Procurement leaders are concerned about gaps between the procurement function and the strategic priorities of the overall enterprise, and its constituent business units, as well as chronic resource and skills shortages. GEP Value Trends: Procurement Strategy examines these and other important findings in greater depth.
Which applications and software tools will procurement companies seek in the year 2013 and what will be the overall technological trends? Procurement research firm ISG and GEP provide insights into this aspect of the procurement function in this new research report, the second of a three-part series.
BCG has extensive experience supporting PMIs, particularly growth oriented complex technology integrations. Learn more about BCG's approach, tools, and perspective on what makes software integrations different.
Digital Transformation of Procurement In 4 Basic StepsJon Hansen
The response to a Procurement Insights poll asking the question; “What is the most significant risk that procurement faces in 2020?” was telling in that the number one risk was not cyber-attacks, job security or supplier performance.
More than 40 percent of those who responded said that “digital strategy implementation” was the greatest risk procurement faces in 2020.
In this Knowledge Note, I will provide a breakdown of what is known as the Progressive Implementation Methodology. Based on four key elements or building blocks, this methodology will overcome the slow digital adoption and unfavorable outcomes associated with traditional consulting methodologies.
Which procurement activities are larger and mid-sized companies most likely to outsource and which ones do they prefer to keep in-house? Procurement research firm ISG and GEP provide you answers and insights in a new research report on procurement outsourcing in North America and Europe.
3gamma whitepaper the state of it service management in agile organizations (...Jens Ekberg
3gamma's whitepaper on The state of IT service management in agile organizations.
Swedish companies are struggling with the balance between governance, control and stability, and the need for greater innovation and flexibility. Conflicting forces are driving complexity. Regulatory requirements are increasing the demand for greater control and governance whilst at the same time customer demands are accelerating and changing. IT is caught in the middle – trying to balance stability, control and maintaining operations whilst, at the same time, delivering innovation.
3gamma has surveyed 100 IT leaders on how to manage the balance between control and innovation with a special focus on the perceived conflict between IT service management frameworks and agile methodologies.
An agile IT organization is not created through the adoption of an agile development methodology. There is no quick fix. Becoming a high-performing IT organization cannot be attributed to a single factor. It is done through focused execution of a business-driven IT strategy encompassing people, processes and technology.
3gamma’s survey shows that the issues experienced within the participating organizations can’t be attributed to any specific methodology or framework. They are generic and wide-spread.
From the financial sector, through retail, to media, the pre-requisites vary. The companies and organizations within 3gamma’s study that are successful in meeting their businesses’ requirements, regardless of size or industry, share a set of common traits:
* Customer centricity
* Communication
* Continuous improvement
* Removing obstacles
How Blockchain Can Help Retailers Fight Fraud, Boost Margins and Build BrandsCognizant
Using blockchain's distributed ledger, synchronized database and powerful encryption capabilities, along with its ability to generate smart contracts, retailers can gain early-mover advantage to more effectively collaborate and enhance trust across the value chain.
BUBBLES OR BANYAN TREES – THE ASSET MANAGEMENT DILEMMA ValueNotes
This white paper analyzes some key global trends in investor appetite as well as evolving shifts in asset management. We conclude that timely and credible intelligence is vital to differentiate between bubbles and banyan-tree1 saplings.
Visit us - http://www.valuenotes.biz/
Acquiring capacity for understanding key business activities in the environments and developing appropriate action points for business and organisational excellence.
Equipping IT to Deliver Faster, More Flexible Service ManagementCognizant
IT must apply new strategies and tools to the service management function, in order to address fundamental changes in how end-users consume technology and services. Here's how IT can increase service delivery speeds and user satisfaction, while delivering greater business value.
Advanced Operating Models Research Insights: Life Sciences Commercial OperationsGenpact Ltd
Compliance, cost reduction, and innovation are your CEO’s top concerns. This research examines how technology, process re-engineering, and advanced organizational structures such as shared services, and outsourcing can tackle these challenges by making commercial operations and processes more intelligent.
Aligning Business and Technology for Competitive AdvantageDijitle
Until quite recently, I.T. has functioned primarily as a technology implementer for the business. it has focused on providing a robust infrastructure, along with the implementation and integration of package software to automate the main business processes. But now we have entered the age of digital business, where many businesses exist solely because of technologies – in many cases technology is now driving the business rather than being subservient to it.
Life sciences companies can avoid unnecessary risks and common sources of cost escalation by optimizing and centralizing the management of their promotional material references.
CX Action Management Study - How Good Are Companies at Converting Customer Fe...Andy Mura
Download the full study here: https://www.zenloop.com/en/resources/whitepaper/action-management-study/
How effective are companies in converting customer insights into action and triggering initiatives to improve customer experience, products, processes, and services? Action Management pioneers zenloop studied and surveyed a global community of CX professionals and customer-centric organizations to find out.
The purpose of the study was to link Action Management with specific internal processes at companies that collect customer data. We wanted to measure how effective and fast companies of different sizes are when reacting to customer feedback.
To give an adequate overview of the hurdles companies face when improving processes, products, or services based on customer data, this study focused on the following topics:
How reactive companies are to customer feedback
How companies collect and manage insights
What the main obstacles of customer-driven actions are.
Digital Transformation of Procurement In 4 Basic StepsJon Hansen
The response to a Procurement Insights poll asking the question; “What is the most significant risk that procurement faces in 2020?” was telling in that the number one risk was not cyber-attacks, job security or supplier performance.
More than 40 percent of those who responded said that “digital strategy implementation” was the greatest risk procurement faces in 2020.
In this Knowledge Note, I will provide a breakdown of what is known as the Progressive Implementation Methodology. Based on four key elements or building blocks, this methodology will overcome the slow digital adoption and unfavorable outcomes associated with traditional consulting methodologies.
Which procurement activities are larger and mid-sized companies most likely to outsource and which ones do they prefer to keep in-house? Procurement research firm ISG and GEP provide you answers and insights in a new research report on procurement outsourcing in North America and Europe.
3gamma whitepaper the state of it service management in agile organizations (...Jens Ekberg
3gamma's whitepaper on The state of IT service management in agile organizations.
Swedish companies are struggling with the balance between governance, control and stability, and the need for greater innovation and flexibility. Conflicting forces are driving complexity. Regulatory requirements are increasing the demand for greater control and governance whilst at the same time customer demands are accelerating and changing. IT is caught in the middle – trying to balance stability, control and maintaining operations whilst, at the same time, delivering innovation.
3gamma has surveyed 100 IT leaders on how to manage the balance between control and innovation with a special focus on the perceived conflict between IT service management frameworks and agile methodologies.
An agile IT organization is not created through the adoption of an agile development methodology. There is no quick fix. Becoming a high-performing IT organization cannot be attributed to a single factor. It is done through focused execution of a business-driven IT strategy encompassing people, processes and technology.
3gamma’s survey shows that the issues experienced within the participating organizations can’t be attributed to any specific methodology or framework. They are generic and wide-spread.
From the financial sector, through retail, to media, the pre-requisites vary. The companies and organizations within 3gamma’s study that are successful in meeting their businesses’ requirements, regardless of size or industry, share a set of common traits:
* Customer centricity
* Communication
* Continuous improvement
* Removing obstacles
How Blockchain Can Help Retailers Fight Fraud, Boost Margins and Build BrandsCognizant
Using blockchain's distributed ledger, synchronized database and powerful encryption capabilities, along with its ability to generate smart contracts, retailers can gain early-mover advantage to more effectively collaborate and enhance trust across the value chain.
BUBBLES OR BANYAN TREES – THE ASSET MANAGEMENT DILEMMA ValueNotes
This white paper analyzes some key global trends in investor appetite as well as evolving shifts in asset management. We conclude that timely and credible intelligence is vital to differentiate between bubbles and banyan-tree1 saplings.
Visit us - http://www.valuenotes.biz/
Acquiring capacity for understanding key business activities in the environments and developing appropriate action points for business and organisational excellence.
Equipping IT to Deliver Faster, More Flexible Service ManagementCognizant
IT must apply new strategies and tools to the service management function, in order to address fundamental changes in how end-users consume technology and services. Here's how IT can increase service delivery speeds and user satisfaction, while delivering greater business value.
Advanced Operating Models Research Insights: Life Sciences Commercial OperationsGenpact Ltd
Compliance, cost reduction, and innovation are your CEO’s top concerns. This research examines how technology, process re-engineering, and advanced organizational structures such as shared services, and outsourcing can tackle these challenges by making commercial operations and processes more intelligent.
Aligning Business and Technology for Competitive AdvantageDijitle
Until quite recently, I.T. has functioned primarily as a technology implementer for the business. it has focused on providing a robust infrastructure, along with the implementation and integration of package software to automate the main business processes. But now we have entered the age of digital business, where many businesses exist solely because of technologies – in many cases technology is now driving the business rather than being subservient to it.
Life sciences companies can avoid unnecessary risks and common sources of cost escalation by optimizing and centralizing the management of their promotional material references.
CX Action Management Study - How Good Are Companies at Converting Customer Fe...Andy Mura
Download the full study here: https://www.zenloop.com/en/resources/whitepaper/action-management-study/
How effective are companies in converting customer insights into action and triggering initiatives to improve customer experience, products, processes, and services? Action Management pioneers zenloop studied and surveyed a global community of CX professionals and customer-centric organizations to find out.
The purpose of the study was to link Action Management with specific internal processes at companies that collect customer data. We wanted to measure how effective and fast companies of different sizes are when reacting to customer feedback.
To give an adequate overview of the hurdles companies face when improving processes, products, or services based on customer data, this study focused on the following topics:
How reactive companies are to customer feedback
How companies collect and manage insights
What the main obstacles of customer-driven actions are.
eBook: From Chaos to Compliance - What Creative Marketers are Struggling With...Ziflow
From Chaos to Compliance - what creative marketing pros are struggling with every day - and what the smart ones are doing about it - in infographic form.
We interviewed over 500 marketing pros to find out where projects were getting stuck. We've summarized our findings in an infographic and ebook. We hope you find it informative!
Project on Artificial Intelligence in to Recruitment ProcesGautam Raval
The project is all about research how artificial Intelligence will help the recruitment industry in hiring the right candidate at right place. It is all about adding value to the organisation in a effective way
Today there is a lot of buzz around customer experience. Many companies have realized that investments in customer experience improvement is important not just because it helps to boost the bottom lines of their businesses but because it takes at least 4 to 6 times more cost to acquire a new customer than to retain an existing customer.
Maximizing the Value of Customer Feedback Surveys Design and Benefits.pdfCViewSurvey
Maximizing the Value of Customer Feedback Surveys Design and Benefits" is a PDF document that discusses the importance of designing effective customer feedback surveys and the benefits they provide to businesses. The document begins by highlighting the importance of customer feedback in driving business growth and improving customer satisfaction.
The PDF then goes on to discuss the key factors to consider when designing a customer feedback survey, including the types of questions to ask, the format of the survey, and the timing and frequency of the survey. The importance of ensuring the survey is easy to complete and understand is also emphasized.
The document then outlines the benefits of customer feedback surveys, including improved customer loyalty, increased revenue, and enhanced product development. The PDF also discusses how customer feedback surveys can help identify areas of improvement and provide insights into customer preferences and behaviors.
To ensure maximum value from customer feedback surveys, the document recommends that businesses take a strategic approach to survey design and analysis, and use the insights gained from the surveys to inform their decision-making processes. The document concludes by emphasizing the importance of continuous improvement in survey design and implementation to ensure ongoing success.
160831 webinar on customer satisfaction (public)Malia Bachesta
On August 31 the Learning Lab team hosted a private partner-only webinar where we shared key learnings on measuring customer satisfaction in the rural and agricultural finance industry. The presentation from this webinar, alongside a short summary of its learnings, are now available online for public viewing.
Download the full report here: http://bit.ly/2tmiJgS
For a copy sent directly to you, email us at info@ccwdigital.com
You’re investing in the customer experience. But is the experience you’re creating the one your customers actually want? Our CCW Digital Executive Report on the Customer Experience will answer that question.
CCW Digital surveyed everyday consumers about what they demand when it comes to the customer experience.
Some questions answered in this report:
- How many bad experiences will make a customer switch to a competitor?
- Will customers really pay more for a good experience?
- What are customers’ Top 5 demands when interacting with a business?
- What factors prevent businesses from meeting those demands?
- What are the most common customer complaints?
- How well do businesses respond to customer feedback?
- How do customers really feel about calling for customer service?
Get the report: http://bit.ly/2tmiJgS
Building a "maniacal" customer-centric cultureGenpact Ltd
Client centricity is a stated core value of all enterprises. However, few organizations scientifically build processes to measure it, use it to direct incentives and rewards, and most importantly, leverage it to shape company culture. I call those that do so “maniacally client focused organizations.” The impact of such an approach is sustainable growth driven by stronger client penetration, a state in which client recommendations expand the frontline’s reach and effectiveness, and a more engaged and stable workforce.
The 9 secrets of successful customer feedback and action programsGenroe
Ever wondered how successful customer feedback and action programs differ from unsuccessful programs? We did. So we asked 80 organizations, operating at various levels of success, what they were doing.
Similar to White Paper - leveraging Customer Inputs to Accelerate Business Objectives (20)
Bread industry in India to reach INR 53 billion by 2020ValueNotes
Bread industry in India, valued at INR 33bn (USD 0.5 billion) in 2015, is expected to grow at a CAGR of 10% to reach INR 53bn (USD 0.8 billion) by 2020
Research Report on the biscuits and cookies industry in IndiaValueNotes
ValueNotes presents a research report on the biscuits and cookies industry in India. This industry report covers intelligence on the market size, growth, industry trends, industry attractiveness, and Porter’s analysis. The report covers fiscal years 2015 through 2019.
The faucets industry in India is currently valued at INR 50bn (FY 2014). It is expected to grow at a CAGR of ~16% till FY 2019 to reach INR 105bn. This industry report covers intelligence on the faucets industry in India - market size, growth, industry trends, industry attractiveness, and Porter’s analysis. bit.ly/VNfaucets
Home water purifier industry in India 2014-2019ValueNotes
The Home water purifier industry in India is currently valued at INR 34bn (FY 2014) and is estimated to grow at a CAGR of 22% till FY 2019 to reach INR 91.9bn. This industry report provides an in-depth analysis of the home water purifier industry, which included current and forecasted market scenario and segmentation of products, drivers and challenges, competitive landscape, Porter’s 5 forces and market trends.
Heat and Eat Foods Industry in India: 2014-19ValueNotes
The heat and eat foods industry in India is presently valued at INR 2,370mn (FY 2014) and is estimated to grow at CAGR of 22% till 2019 to reach INR 6,405mn. This industry report provides an in-depth analysis of the heat and eat foods industry, which includes current and forecasted market scenario and segmentation of heat and eat food products, industry drivers & challenges, competitive landscape, Porter’s 5 forces, and market trends.
The chocolate industry in India, valued at INR 52bn (~USD 0.86bn) in FY 2014, has been growing at a CAGR of ~15% over the last three years. ValueNotes estimates that the industry will be worth approximately INR 122bn (~USD 2.03bn) by FY 2019, growing at a CAGR of ~18%. The report provides an overvoew of the industry including the current market size and growth, the drivers and challenges for growth, the competitive landscape, an analysis on the industry for investor attractiveness, and Porter’s 5 Forces. key market trends discussed indicate the opportunities and challenges for industry players.
An overview of the Indian Union Budget 2014-15 by ValueNotes Research - spending; borrowing; subsidies; revenues; direct & indirect tax; and its impact on sectors such as automobiles, BFSI, FMCG, IT, mining, infrastructure, capital goods, oil & gas, real estate, manufacturing, and power
Packaged bottled water market in india 2013 2018ValueNotes
Packaged bottled water industry is expected to witness healthy growth of 15% CAGR in next five years. ValueNotes reports highlights the drivers which are boosting this growth along with trends witnessed in the Indian market.
Switch gear & control gear industry in indiaValueNotes
The switchgear and control gear industry in India is currently valued has been growing at ~15% for the last three years. The industry will be worth approximately INR 215bn (~USD 3.5billion) by FY 2017, growing at a diminished CAGR of ~10%. ValueNotes latest research report on the switchgear and control gear industry in India covers intelligence on the market size, growth, industry trends, industry attractiveness, and Porter’s analysis.
SCIP stands for The Strategic and Competitive Intelligence Professionals (SCIP - www.scip.org), formerly the Society of Competitive Intelligence Professionals. It is a global non-profit membership organization for everyone involved in creating and managing business knowledge. Their mission is to enhance the success of their members through leadership, education, advocacy, and networking. We (ValueNotes), in association with SCIP, are trying to initiate a SCIP chapter in India. Through this survey, we want to gauge your level of interest in being a part of this initiative.
Current State of Digital Content - April 2011ValueNotes
As e-book sales offer a substitute for sales of print editions, the gap between digital and print is closing. Publishers have had to revisit their production and distribution functions to address the growing digital market. The report establishes the impact of digitization on the publishing industry.
Pure-play Engineering Services Outsourcing (ESO) service providers achieved a CAGR of 7% in the period FY2007 to FY2011, in a study conducted by ValueNotes. This study covers the financial performance of pure-play ESO firms, principally in the Indian ESO industry. The report includes service provider profiles of 13 ESO firms, along with their service offerings, key financial ratios, shareholding patterns, and names of directors. For more details visit:
bit.ly/ESOFPA
Opportunities for Australian businesses in India ValueNotes
This white paper outlines various opportunities for Australian businesses in India, the challenges they could face and what they should do to ensure they don’t miss the opportunity.
Competitor analysis is a key input in the strategic planning process. It enables the organization to analyze its own position in the industry. While the need for the profile is generally clear, the end users are typically ill-defined. As a result, the information presented is misaligned with their needs, resulting in a sub-optimal return on the investment made by the analysts. This white paper presents a framework for efficiently creating competitor profiles that meet the needs of multiple users in the organization.
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.\
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
Key Takeaways:
1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
Monthly Social Media News Update May 2024Andy Lambert
TL;DR. These are the three themes that stood out to us over the course of last month.
1️⃣ Social media is becoming increasingly significant for brand discovery. Marketers are now understanding the impact of social and budgets are shifting accordingly.
2️⃣ Instagram’s new algorithm and latest guidance will help us maintain organic growth. Instagram continues to evolve, but Reels remains the most crucial tool for growth.
3️⃣ Collaboration will help us unlock growth. Who we work with will define how fast we grow. Meta continues to evolve their Creator Marketplace and now TikTok are beginning to push ‘collabs’ more too.
Videos are more engaging, more memorable, and more popular than any other type of content out there. That’s why it’s estimated that 82% of consumer traffic will come from videos by 2025.
And with videos evolving from landscape to portrait and experts promoting shorter clips, one thing remains constant – our brains LOVE videos.
So is there science behind what makes people absolutely irresistible on camera?
The answer: definitely yes.
In this jam-packed session with Stephanie Garcia, you’ll get your hands on a steal-worthy guide that uncovers the art and science to being irresistible on camera. From body language to words that convert, she’ll show you how to captivate on command so that viewers are excited and ready to take action.
Digital Money Maker Club – von Gunnar Kessler digital.focsh890
Title One is a comprehensive examination of the impact of digital technologies on
modern society. In a world where technology continues to advance rapidly, this article delves into the nuances and complexities of the digital age, exploring Its implications across various sectors and aspects of life.
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
SEO as the Backbone of Digital MarketingFelipe Bazon
In this talk Felipe Bazon will share how him and his team at Hedgehog Digital share our journey of making C-Levels alike, specially CMOS realize that SEO is the backbone of digital marketing by showing how SEO can contribute to brand awareness, reputation and authority and above all how to use SEO to create more robust global marketing strategies.
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
Core Web Vitals SEO Workshop - improve your performance [pdf]Peter Mead
Core Web Vitals to improve your website performance for better SEO results with CWV.
CWV Topics include:
- Understanding the latest Core Web Vitals including the significance of LCP, INP and CLS + their impact on SEO
- Optimisation techniques from our experts on how to improve your CWV on platforms like WordPress and WP Engine
- The impact of user experience and SEO
Short video marketing has sweeped the nation and is the fastest way to build an online brand on social media in 2024. In this session you will learn:- What is short video marketing- Which platforms work best for your business- Content strategies that are on brand for your business- How to sell organically without paying for ads.
Unleash the power of UK SEO with Brand Highlighters! Our guide delves into the unique search landscape of Britain, equipping you with targeted strategies to dominate UK search engine results. Discover local SEO tactics, keyword magic for UK audiences, and mobile optimization secrets. Get your website seen by the right people and propel your brand to the top of UK searches.
To learn more: https://brandhighlighters.co.uk/blog/top-seo-agencies-uk/
SMM Cheap - No. 1 SMM panel in the worldsmmpanel567
Boost your social media marketing with our SMM Panel services offering SMM Cheap services! Get cost-effective services for your business and increase followers, likes, and engagement across all social media platforms. Get affordable services perfect for businesses and influencers looking to increase their social proof. See how cheap SMM strategies can help improve your social media presence and be a pro at the social media game.
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
2. White paper | February 2013 | Voice of Customer|2
Successful companies place the customer at the heart of their
business. The Voice of your Customer is a key input for improving
business performance and developing strategies for future growth.
ValueNotes conducted a survey of senior decision-makers in Indian
and multinational companies to find out if they gather customer
feedback, how they do so, and how they use the inputs.
We found that while most companies do in fact seek customer
feedback and want to use it for critical decision-making, they are not
able to do so, as the inputs get are not actionable.
This white paper describes the key elements of a successful VoC
initiative – an appropriate design for the program; in-depth,
unbiased and objective qualitative interviews with customers, and
incisive analysis that addresses the key pain points of decision-
makers.
3. White paper | February 2013 | Voice of Customer|3
Benefits of listening to your customer
Successful companies place the customer at the heart of their business, and base their activities and decisions
on the customer’s needs and preferences.
Exhibit 1: Critical intelligence from VoC
For a company that is looking to align itself to the customers’
needs and expectations, Voice of the Customer (VoC) offers critical
intelligence. It serves as an effective tool for providing actionable
inputs for improving the overall customer experience to decision
makers across multiple functions such as sales, customer service,
marketing, product R&D, etc. An intimate understanding of the
customer is an intellectual property that can give the company a
competitive advantage.
VoC is not a new initiative and most companies are aware of the
significant gains that can be derived from it; but a lot of companies
are not able to realize the true value it can generate. Some
companies undertake VoC merely as a compliance activity, totally
missing its value and contribution to critical business decisions.
Source: ValueNotes Analysis
As indicated in Exhibit 1, regular engagement with customers enables an organization to improve its topline and
bottomline through customer retention, service/product improvements, better marketing, new product
development, identifying new opportunities, among others.
How are companies gathering customer inputs?
A survey conducted by ValueNotes found that 78% of the companies that responded, do actually have a process to
gather customer feedback. Of the remaining 22%, more than half are planning to start customer feedback
initiatives in the near future.
Exhibit 2 indicates the different methods used by companies to gather these inputs. Most companies resort to
traditional methods - over 25% are using customer satisfaction surveys.
Exhibit 2: Methodologies to gather customer feedback
We also found that in a majority of the companies, the
business development and operations departments
are largely responsible for seeking formal customer
inputs.
From our experience, we have found that business can
get better insights from their customers by using a
combination of customer satisfaction surveys,
feedback forms, inputs from sales as well as customer
analytics. But surprisingly, barely 10% of respondents
actually used all four in tandem.
Future
opportunities
Existing
efforts
Source: ValueNotes Survey Analysis
Impact of
VoC
New
business
opportuni
ties
Identify
new
customer
segments
Inputs to
product
developm
ent
Customer
retention
Improve
product/
service
delivery
Improve
marketin
g efforts
26%
21%
18%
14%
8%
6%
7%
Customer satisfaction
survey
Feedback forms
Feedback from sales and
operations
Analyzing customer
data/analytics
In-depthVoC study
Social media
Other
4. White paper | February 2013 | Voice of Customer|4
Exhibit 3: Use of in-house resources most prevalent
The customer feedback process is managed either by
people within an organization, or by third-party providers.
Some companies use a combination of both. The survey
indicates a clear preference for in-house collection of
customer feedback. About 40% of the organizations cited
in-house knowledge of products and services as the main
reason for conducting it internally.
However, those that outsource their VoC program to
independent third-party agencies identified lower cost and
deeper insights as the top two reasons for choosing this
option.
Source: ValueNotes Survey Analysis
Companies want to use customer inputs for business decisions
Exhibit 4 indicates the varying degrees of importance that respondents attach to the reasons for capturing
feedback. (The size of the word indicates relative significance.)
Exhibit 4: Reasons for seeking customer feedback
Source: ValueNotes Survey Analysis
The top two key objectives of seeking customer feedback are designing improvements in products and services
(42% respondents) and assessing customer satisfaction objectively (24%). Clearly, the focus seems to be on
enhancing the existing product/service delivery to the customers.
Additionally, respondents said that the key decisions made based on the customer feedback related to
“Improvements in product/service delivery”.
“It would be helpful if we can get specific areas to work on based on the data from research. It would be good if
these are strongly stemming out of the specific data in research.”
~ Survey Respondent
57%
32%
11%
In-house only
Combination
ThirdParty
5. White paper | February 2013 | Voice of Customer|5
Exhibit 5: Decisions based on customer feedback
Source: ValueNotes Survey Analysis
Most companies are missing the opportunity to use customer inputs to guide their future growth plans –
identifying new market opportunities, new market segments and new product ideas. For instance, a meager 2% of
the survey respondents used customer feedback to indentify new revenue streams. We feel this is clearly a lost
opportunity.
“VoC studies incorporate inputs from not just existing customers but also potential customers and competitors’
customers. They entail in-depth conversations and discussions with the customers to get to the need behind the
need and hence identify hidden business opportunities.”
~ Varsha Chitale, Director, ValueNotes
But they are not happy with what they get
Ironically, while 94% of the respondents use customer inputs for some kind of decision-making, only 26% of them
are happy with the customer feedback process in their organization.
Survey findings:
78% agreed that customer feedback contributes
to enhancing existing operations
15% respondents mentioned that customer
feedback was helping them identify new
opportunities
6% respondents mentioned that customer
feedback was not feeding into any business
decision
Survey findings:
26% indicated that they are completely satisfied with the existing process
67% indicated a need for improvement
7% said they were unhappy with the process
Of those that expressed complete satisfaction, 71% have a well-structured VoC process
All those that expressed unhappiness with the existing process, rely on very basic and traditional
methods to collect data
38%
22%
13%
10%
8%
6%
2%
Improving product and/or
servicedelivery
Assessing performanceof
sales & customer service
teams
Identifying cross sell
opportunities
Improving supply chain
management
Making effective pricing
decisions
No significant decisions
taken
Identifying new revenue
streams
6. White paper | February 2013 | Voice of Customer|6
The following infographic further breaks down the satisfaction levels by the method of capturing customer
feedback.
Exhibit 6: Satisfaction levels with existing VoC program
Source: ValueNotes Survey Analysis
Clearly, although very few of the respondent companies use third-party service providers for getting customer
inputs, the level of satisfaction is highest among them. This points to the benefits of using professional
organizations that have expertise in conducting VoC surveys.
The respondents cited many limitations of their in-house VoC program and reasons for unhappiness. Exhibit 7
indicates these in detail making it obvious that companies need more insights to make decisions.
Exhibit 7: Limitations and unhappiness with VoC
Source: ValueNotes Survey Analysis
We believe that companies are making decisions based on limited insights. When the information they receive is
irregular, without sufficient depth, and likely to be biased and inadequate, it is best termed as ‘unreliable’. This
exposes them to a great risk.
29%
29%
26%
16%
Ineffective probing
Irregularfeedback
Conflictof interest
Lackof effective
analysistools
Limitations
of in-house
VoC
program
27%
25%
25%
16%
7% Superficialresponses
Feedbacknottimely
Inadequate analysis
Inconclusive responses
Biasedresponses
Unhappiness
with collected
data
7. White paper | February 2013 | Voice of Customer|7
How to get the most out of your customer feedback initiatives
The first step in setting up and implementing an effective a program to capture customer inputs is to define the
objective of the initiative. What is the purpose of seeking customer inputs? Which functions need these inputs?
What are the actions or decisions that will be contingent on these inputs?
Once the objectives are clear, it is possible to design a questionnaire or discussion guide that will facilitate the
analysis to address them. Inputs from all the relevant stakeholders who influence the purchase decision in the
customer’s organization need to be taken. In order to gain deep insights, the person gathering the inputs must be
able to interact intelligently with the respondent and ask penetrating questions to fully understand the responses.
Finally, the respondents’ feedback is truly valuable only if it is completely honest.
The table below summarises the key elements of a successful Voice of Customer program:
Exhibit 8: VoC Best practices
Source: ValueNotes
VoC Best Practices
Key Elements WhatThey Bring to VoC Help MeetStated Challenges
1
Design
Based on analytical
and methodical
approach
2
Skill Sets
Experience in
conducting qualitative
primary research
3Objectivity
Adequateproximity
with respondents
• Questionnaire/ discussion guide designed
to facilitate the required analysis
• Appropriate mode of delivery to maximize
effectiveness
• Choose the right respondents
• Seek inputs from all stakeholders within
an organisation
• Use the right analytical tools & techniques
to arrive at actionable analysis and
recommendations for the company
• Trained primary researchers can ensure
better probing and hence deeper insights
• Not too close - VoC study cannot be
conducted by those who are close to the
customers, as biases are bound to creep in
• Not too far – At the same time,
interviewers need to have an adequate
understanding of the company and its
products so that they are able to probe
effectively and capture all the nuances
• Inadequate customer responses
• Inadequate analysis
• Non-amenable data for comparison and
analysis
• Inadequate analysis
• VoC data is superficial with no real
insights
• Conflict of interest in collecting
information
• Timely execution
• VoC data is superficial with no real
insights
8. White paper | February 2013 | Voice of Customer|8
An ideal administrator of VoC is a third-party agency that understands the company, technology, and products;
understands the objective of VoC; has the expertise to design an optimal program; and is not too “close” to the
customer. In-house departments, other than those dealing directly with the customers, may also undertake VoC.
For instance, human resource personnel trained in interviewing techniques can get insightful inputs that can feed
into business decisions without coloring opinions with their own biases.
CASE STUDY
Voice of Customer (VoC) enables Fortune 100 company tap $80 million opportunity in India
The Problem
A Fortune 100 engineering company with a presence in more than 100 countries and manufacturing technology
solutions, wanted to develop a go-to-market strategy for the Indian hospital market. They needed to
understand the hospitals’ requirements for their safety, security, productivity, comfort & energy efficiency
product portfolios, and service opportunities in the installed base of such products. They wanted to establish
the current market size, growth rates and growth opportunities for their products over the next 3-5 years.
The Solution
ValueNotes undertook an intensive Voice of Customer (VoC) study which gathered customer intelligence on 66
product categories from 650+ key decision-makers in over 100 hospitals across India. The study provided vital
inputs on key decision-makers within the segment, the procurement processes in the hospital segment, budget
allocation patterns & constraints, as well as the vendor selection processes.
The Benefits
The study captured the latent need for the client’s products, identified the high and low priority products, and
the hospitals’ preferences for owning and renting/leasing the products. This provided pointers for how to pitch
the client’s value proposition to hospitals. The study also provided vital inputs on the key decision-makers and
influencers within the segment, the varied procurement processes in the hospital segment, their budget
allocation patterns & constraints, as well as the vendor selection processes. ValueNotes further provided
insights and recommendations on contractors and system integrators, which enabled the client to develop and
implement a channel strategy for hospitals in India.
The client is now developing a comprehensive go-to-market strategy focused on increasing their market share
in the Indian hospital market.