| Similar Articles |
|---|
 |
CRM
June 2015
Roxana Strohmenger |
Taking a Measurable Approach to Customer Experience The ideal experience must deliver for consumers and businesses   |
CRM
November 11, 2011
Leonard Klie |
Companies Fail the Test with Metrics New research from the Temkin Group suggests that while executives at many companies feel they are doing a good job with their customer experience metrics, very few of them are actually passing the test. |
CRM
January 2016
Robert Wollan |
B2B Customers Want a Good Experience, Too Products and pricing alone won't cut it; B2B vendors need to deliver valued experiences |
CRM
May 10, 2013
Syed Hasan |
Choose a Winning Combination of Customer Experience Metrics Improve customer loyalty with the right mix of customer experience management (CEM) solutions. |
CRM
December 2015
Harley Manning |
Can Better Customer Experience Improve Your Bottom Line? A correlation exists, but it depends on your industry, your competitors, and your customers |
CRM
July 2012
Leonard Klie |
Customer Service Climbs Firms' Priority Lists Mobile and online experiences also seen as key business objectives in the immediate future. |
CRM
March 2015
R "Ray" Wang |
7 Lessons to Learn in the Digital Shift Focus on relevancy to build loyalty and authenticity. |
CRM
November 2015
Patrick Gibbons |
CX Pros Can Make Their Mark Big challenges -- and big opportunities -- lay ahead for customer experience professionals |
CRM
September 2015
Oren Smilansky |
Brands Must Improve Customer Experience in E-Commerce Customers expect excellent experiences, even during transactions |
CRM
November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
CRM
August 2014
Bruce Temkin |
Customer Experience Management Is on the Road to Maturity Companies that lag behind must move from 'fluff' to 'tough.' |
CIO
September 14, 2012
Lauren Brousell |
5 Things CIOs Need to Know About CX CX (or customer experience) has become critically important to doing business. If you're not already checking in with how your customer sees your business, it's time to start. |
Search Engine Watch
November 23, 2009
Ron Jones |
Measuring Success 101, Part 1 Defining a goals and objectives, identifying the right tools and data to analyze, and defining the staff and time needed to track the success metrics are crucial elements for measuring success. |
CRM
May 2013
Leonard Klie |
Price Shapes Satisfaction In a tight economy, companies must use VoC solutions for price sentiments. |
CRM
July 24, 2015
Jill Hewitt |
Why You Need a Customer Experience Map Retail organizations are constantly seeking ways to improve the customer experience. The best way to get inside your customers' heads -- and keep them happy -- is to chart their journey. |
CRM
December 18, 2012 |
Angel Unveils New Outbound Campaign Manager A cloud-based tool gives businesses the flexibility and insight to proactively create personalized customer experiences. |
CRM
June 25, 2013
Maria Minsker |
Customer Experience Needs to 'Mature' Forrester urges firms to tailor their CX approach to connected customers. |
CRM
June 2015
Oren Smilansky |
What You Need to Know About Customer Experience Maps Before a company designs its map, it should take a number of steps to make sure it doesn't go off course |
CRM
October 18, 2004
Joshua Weinberger |
Metrics Should Define Results Setting benchmarks to determine the success of a CRM initiative is a must. The metrics that matter most are those taken when agents are serving customers. |
CRM
October 2015
R "Ray" Wang |
Designing the Digital Customer Experience The future of CX? Customer segments of one |
CRM
May 2015
Patrick Gibbons |
Catalysts for Change Customer experience leaders can make a big impact in their business operations |
CRM
November 2013
Patrick Gibbons |
Hungry for Customer Intelligence Customer experience professionals must satisfy appetites company wide. |
CRM
December 2014
Megan Burns |
What Drives a Profitable Customer Experience? Companies that value customers need to let them know. |
CRM
November 2014
Patrick Gibbons |
Five Traits of Exceptional CX Leaders Establishing and building relationships is key. |
CRM
October 2012
Leonard Klie |
Oracle's Latest Branding Initiative Central to its CRM strategy is the company's Customer Experience (CX) Suite. |
CRM
May 17, 2012 |
Oracle Pairs RightNow CX Cloud with Fusion CRM The pairing allows companies to bring customer experience and sales force automation together in the cloud. |
CRM
December 4, 2015
Oren Smilansky |
2015 Gilbane Conference Day Two: Companies Must Personalize Content for Global Markets Analysts and executives shared their approaches to global customer experience management, including shaping messages for -- and gathering insight on -- local markets. |
CRM
January 2016
Oren Smilansky |
How to Craft a Clear and Effective CRM Strategy Guidelines for tackling some of the common barriers on the road to CRM nirvana |
CRM
August 13, 2015
Denis Pombriant |
Know Your Customer's Moments of Truth With the help of journey mapping and analytics, you can engineer the customer experience from the customer's point of view. |
CRM
August 2013
Patrick Gibbons |
Seven CX Jobs to Watch Is there a place for you in this growing field? |
CRM
August 2013
Esteban Kolsky |
Expect the Unexpected from Customer Experience For true results, try, try, and try again. |
CFO
June 1, 2007
Scott Leibs |
Measuring Up Many companies still struggle to use metrics effectively. It may be that fresh thinking is what really counts. |
CRM
June 17, 2015
Oren Smilansky |
At Forrester's Customer Experience Forum, Leading Thinkers Stress Improving Pain Points In an emotion-filled customer landscape, companies can stand out by fixing what competitors have overlooked. |
CIO
October 1, 2003
Jack Keen |
Wanted: Metric Skeptics Accepting vague or irrelevant numbers for project value can lead to bad IT spending decisions. |
CIO
May 15, 2002
Lafe Low |
Seven Tips for Developing Value Metrics Rolling out an IT valuation methodology across an enterprise or even within an IT department is a major undertaking. Laying the groundwork, determining the right metrics and the right amount of metrics, and getting the staff involved are all critical to a project's success... |
| Knowledge@Wharton |
Marketers Turn to Metrics to Measure the Impact of Their Initiatives The search for better marketing metrics is underway throughout Corporate America. Marketing executives are devoting more attention than ever to ways in which they can link traditional marketing variables to hard-core financial concepts, such as a company's stock price or ROI. |
IndustryWeek
October 19, 2011 |
Do Performance Metrics Boost Performance? Survey results show a majority of manufacturers employ performance metrics to improve their performance. |
HBS Working Knowledge
August 8, 2005
Robert S. Kaplan |
A Balanced Scorecard Approach To Measure Customer Profitability Some companies become customer-obsessed rather than customer-focused and lose potential profits. |
CRM
February 20, 2015
Justin Gray |
Why Sales and Marketing Need a Unified Dashboard When business teams align, everyone wins. |
CRM
December 1, 2015
Oren Smilansky |
B2B Companies Are Struggling With CX, and It's Eating at Their Bottom Lines An Accenture study finds that business-facing companies are failing to deliver the experiences their customers expect. |
CRM
August 2014
Leonard Klie |
Brands Deliver Inconsistent Engagements The phone still outperforms other channels for customer service. |
