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Optimizing Customer Retention Programs

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Measuring, Monitoring and Improving Customer Experience

Today’s organizations are realizing that improving customer experience management (CEM) strategies can provide a substantial competitive advantage – but implementing a successful CEM improvement strategy can be difficult.

Check out our exclusive CEM expert guide to learn  essential strategies for improving the customer experience and discover 10 simple, inexpensive ways to improve the customer experience, including:

  • Create a well-balanced customer experience team
  • Give customers a personalized experience
  • Act on customer feedback
  • And more.

These are also closely related to: "Optimizing Customer Retention Programs"

  • How XO Communications reduces customer attrition with predictive analytics

    Similar to many companies, it was easy for XO Communications to get all wrapped up in serving their largest clients and unfortunately, lose track of their smaller customers. Something needed to be done to help stop their lighter accounts from falling through the cracks. So, how did they do it?

    The following case study examines how XO Communications, by using predictive analytics, was able to ensure that their smaller client accounts did not fall to the waste side. Additionally, learn how they were even able to identify customer churn risks and provide care teams with the right insights to prevent attrition. Read on to learn what this technology can do for your business as well.  

  • Tomorrow’s ERP: Cloud, mobile access hold key to successful ERP systems

    Don’t believe the hype: Enterprise resource planning isn’t dead. In fact, it’s come a long way in its 50 years of existence. Today’s ERP applications are on the move, running nearly every part of all kinds of businesses, from social media startups to banks and construction companies. With that expanded role come new hassles, with trends like cloud and mobile having a real—and significant—effect on the technology. Take ERP customization: Once an unavoidable, expensive necessity, it’s going out of style. When you’re forced to add layers upon layers of customization to address a melting pot of issues, the most common goal of ERP implementation—uniformity—is sacrificed.

    This issue of Business Information offers readers a roadmap for tomorrow’s ERP, while also pin-pointing the detours they will encounter while traveling to the cloud. Readers can expect pointers from organizations ahead of the curve, with ERP systems already in the cloud—why they made the switch, why they would recommend others do the same and what advice organizations should follow to be successfully transition. They will see firsthand the recurring problems facing ERP users—and benefit from expert tips on solving popular issues with the complex software.

    The trip may be full of twists and turns, but with these directions you’ll find that tomorrow’s ERP isn’t so scary after all.

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