Customer experience management

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Customer experience management

  1. 1. Customer ExperienceManagementTed Chen June 2012
  2. 2. Customer Experience Matters “We only have two sources of competitive advantage – the ability to learn more about our customers faster than the competition and the ability to turn that learning into action faster than the competition” Jack Welch, Former Chairman & CEO General Electric
  3. 3. What are the Present Challenges for CMOs and InsightsProfessionals? Explosion of two-thirds: invest in new tools Understand data and technologies individuals Leverage • Consultation • Synthesized continuous technology tools • Partners integration
  4. 4. How These Challenges Affect CEM Organization (CMO) Research • Information galore • Directive to be • New sources of data actionable/consultative • How to bring it all together • Need to operationally run a • Engage the rest of the organization research program • Time constraints • Resource constraints
  5. 5. How Do Tools and Technologies FacilitateMeeting Those Challenges? Capture Data Provide Comprehensive View of the Customer Streamline Processes Automate Non-Consultative Tasks Help Drive Insights and Action
  6. 6. There are Many Potential Feedback Elements to Manage inEach Customer’s Journey Other Ongoing Touch-point Feedback • Relationship • Purchase • Employee • Satisfaction • Call Center • Mystery Shopping • Website • Servicing/Repair • Competitor • Account Manager • Web Purchase • Social Media • Product • Onboarding • Delivery CRM Database/Transactional
  7. 7. VC’s CEM Data CollectionPlatform Providesthe TechnologyBackbone Contextualization Online Reporting
  8. 8. Leverage CEM to Be More Actionable and Consultative Time Spent - Now Time Spent - After Measure Design Data / Measure Design DistributeAction / CEMConsult Data / Action / Consult Distribute
  9. 9. Benefits Researchers by Freeing Up Time and Resources andBringing Feedback Together Manage sample, deployment, processes Handle standard inquiries Distribute results Expose improvement opportunities Provides foundation for further value-add
  10. 10. Demo
  11. 11. Focus on Better Research Deliverables Action Planning Performance evaluation Employee Training Generate Revenue
  12. 12. Leverage Sparq Panel with CEM to Drive Deeper Insights
  13. 13. Enhance Engagement in all Phases Stakeholders / Customers Users Management Executives• Visually engaging and • Results in engaging interactive online data visualized surveys format• Convenient and • Insights and immediate modalities recommendations • Intuitive, graphical online results and insights delivered real- time • Comprehensive and holistic view of the people that matter
  14. 14. Questions?

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