Transform customer experiences and relationships: Three disruptive forces combine for breakthrough innovation
By: Hewlett Packard Enterprise View more from Hewlett Packard Enterprise >>
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CRM Analytics 101: Harnessing Customer Data for Smarter Business Decisions
By: TechTarget Customer Experience
Type: eGuide
Today, organizations gather large volumes of data about customers from multiple sources. This customer data can exist within the organization, but it’s not always tracked, analyzed or made available to agents as a complete customer history. That’s where CRM analytics comes in.
In the simplest terms, CRM analytics involves drilling into customer data to make smarter business decisions and to offer customers more personalized service. In this expert e-guide, uncover:
- An overview of analytics and what an organization can gain from it
- Steps for making the business case
- The current solution landscape
- Tips for choosing the right platform
These are also closely related to: "Transform customer experiences and relationships: Three disruptive forces combine for breakthrough innovation"
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Deepening Customer Experience: Analyzing, Optimizing and Integrating CEM
By: TechTarget Customer Experience
Type: eGuide
With customer experience management (CEM) crossing multiple departments and IT systems, how should organizations tackle the enormous task of mapping out a CEM transformation? It isn’t a quick or inexpensive undertaking, but it can offer significant rewards if you are able to sift through all the customer experience analytics options and choose the best one for you company.
Check out this E-Guide to learn how to make the best choice for your company. Included are tips on:
- Using CEM technology to craft a single view of the customer
- Planning and allocating resources for CEM
- And much more.
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Getting sales reps to embrace analytics tools
By: Oracle Corporation
Type: eGuide
Sales analytics tools can not only enhance the results of sales reps and managers, but they can also transform the roles of all of the members of the sales team. The upside of introducing sales analytics tools is that the process is easy. The downside is that transitioning roles is not always so easy.
This e-guide, written by Scott Robinson (Director of BI at Lucina Health), explains why sales teams can be resistant to analytics tools, and discusses the impact of analytics on:
- Sales teams
- Sales managers
- Customers
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Marketing automation platforms: 5 key features
By: Marketo
Type: eGuide
Read this comprehensive list of features you should look for before choosing a marketing automation platform. See this breakdown of five key automation areas, with specific clusters of features outlined.
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Improve customer experience with good customer data
By: Microsoft
Type: eGuide
Learn how you can build customer loyalty and improve customer experiences via quality and effective customer data collection and analysis. In addition, tap into how companies like 7-Eleven, Walgreens, and Mazda are improving customer journeys by enabling mobile loyalty programs.
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Comparing CRM to CX
By: TechTarget ComputerWeekly.com
Type: Infographic
CXM and CRM systems help organizations boost customer satisfaction, but CXM focuses on how customers perceive a brand, while CRM helps employees understand their customers. In this article, we compare these platforms to help you decide which one is best for your business.
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Measuring, Monitoring and Improving Customer Experience
By: TechTarget Customer Experience
Type: eGuide
Forward-thinking organizations recognize the improving the customer experience can provide a significant competitive edge, but implementing effective customer experience management (CEM) processes can be difficult. Review this expert guide to learn 10 simple, inexpensive ways to improve the customer experience today.
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MicroScope: Steering IT in the right direction
By: MicroScope
Type: Ezine
An issue looking at the timing of the ideal sales pitch and just what's happening with IoT and the channel.
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SearchCRM.com E-Guide: Optimizing the customer experience with CRM
By: TechTarget Customer Experience
Type: eGuide
This expert e-guide provides insight on customer experience management, how to build it, and why companies are no longer focusing on cloud v. on-premise for CRM solutions.
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Boost CEM with chief customer officer
By: TechTarget Customer Experience
Type: eGuide
Access this exclusive resource to find out about the value of a chief customer resource officer. Read on to learn more about their duties and responsibilities and how they can help you organization refocus on the increasingly important customer experience management.
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5 CEM tips from Walter White
By: TechTarget Customer Experience
Type: eGuide
Access this expert e-guide to learn more about customer experience management through the experiences of fictional character Walter White from the popular television series "Breaking Bad." Read on to learn how Kimberly Samuelson of Laserfiche, draws parallels between marketing strategies and the illegal drug business.
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Integrating multiple channels to build a single view of the customer
By: TechTarget Customer Experience
Type: eGuide
CEM is about so much more than just technology. It's also important to focus on implementing the right processes to facilitate collaboration across different departments and multiple applications. This expert resource describes proven strategies to optimize resources for CEM.
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From Disney to dishwashers: Digital CRM to change customer experience
By: TechTarget Customer Experience
Type: eGuide
Access this expert e-guide to uncover how CRM has changed the entire customer experience and how this kind of technology can truly benefit your organization.
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Marketing strategies to improve customer understanding
By: TechTarget Customer Experience
Type: eGuide
In our customer-centric market, the voice of the consumer is having a major effect on day-to-day business decisions. This expert e-guide reveals tips and advice to help readers utilize marketing strategies to best improve the customer experience and understanding.
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eGuide Digital Marketing: Tips For Connecting With Your Customer
By: TechTarget Customer Experience
Type: eGuide
There are many new tools that claim to enhance customer experience management (CEM) strategies, including social and mobile channels. However, such initiatives can backfire if companies employ the wrong strategies. In this e-guide, learn how to best leverage digital marketing and CEM technologies to gain a deeper understanding of your customers.
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Customer experience maps vs. customer journey maps
By: TechTarget ComputerWeekly.com
Type: eGuide
Customer experience management is a set of processes a company uses to track interactions between a customer and the organization across every touchpoint. In this infographic, learn about the main differences between customer experience maps and customer journey maps, and why they are key factors in the operation of CXM software.
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A Computer Weekly buyer's guide to customer and employee experience management
By: TechTarget ComputerWeekly.com
Type: eBook
Businesses are facing new challenges to meet the expectations of customers and employees. In this 14-page buyer's guide, Computer Weekly looks at the benefits of the experience economy, the customer service implications of always-on mobile users and how digital platforms can engage customers across all channels.
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Social media listening pulls direct opinion, focus groups get personal
By: TechTarget Customer Experience
Type: eGuide
This expert e-guide examines how your organization can use social media to gain customer insights, as well as the value that older information-gathering methods still bring to the table. Also inside, uncover best practices in customer experience management (CEM).
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Customer service technologies emerge bloodied but unbowed from Covid-19 pandemic
By: TechTarget ComputerWeekly.com
Type: eBook
The pandemic caused many businesses to reassess their approach to customer experience. Customers were changing their behaviour, their channels, their brands and suppliers and organisations had to adapt. Download this exclusive e-guide and read more about the transformative impact of the pandemic on customer service and experience.
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Customer analytics in APAC: trends and best practices
By: TechTarget ComputerWeekly.com
Type: eGuide
In this e-guide, learn how organisations in the APAC region are harnessing the potential of analytics and what the future of analytics looks like from an application development and self-service perspective.
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Digital Experience platforms intensify customer engagement programmes
By: TechTarget ComputerWeekly.com
Type: eBook
Digital Experience Management platforms are developing and becoming more sophisticated as companies seek to intensify relationships with customers in order to gain competitive advantage against their peers. Improving customer experience will only become evermore important as companies endeavor to navigate an increasingly turbulent economy.
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Best Practices in Customer Experience Management
By: TechTarget Customer Experience
Type: eGuide
This e-guide from the experts at SearchCRM.com explores the role of social media in customer experience management (CEM), and offers tips, tricks and best practices for driving CEM success.
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US Retailer sees 6% customer satisfaction improvement and attrition drop with Teleperformance
By: Teleperformance
Type: Case Study
Maurices’ customer satisfaction score (C-SAT) for a prior 14-month period fell short of their 25-point goal. Download this case study e-book to discover the outcomes associated to Teleperformance’s action plan for Maurices, wherein the C-SAT review processes were updated, and Training Arcade rolled out to gamify agent learning.
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Engaging Customers: New Lessons around Customer Behavior
By: TechTarget Customer Experience
Type: eGuide
This expert e-guide counts down five customer experience management (CEM) practices that drive success. Also inside, learn how one organization executed an effective mobile CEM strategy. Read on to learn more.
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CRM Evolves Towards Digital Customer Engagement
By: TechTarget ComputerWeekly.com
Type: eGuide
This e-guide focuses on how customer relationship management has evolved towards engaging with customers through every channel, with digital to the fore.
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A Computer Weekly buyer's guide to digital customer experience
By: TechTarget ComputerWeekly.com
Type: eGuide
The pandemic has brought on changes to how organisations and their customers interact. In this 15-page buyer's guide, Computer Weekly looks at why firms need to adapt, what customer and employee experience has in common and what companies are doing to update the digital customer experience.
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Digital Experience Management: the next stage for customer experience efforts
By: TechTarget ComputerWeekly.com
Type: eGuide
The interactions that customers have with companies and employers are increasingly digital in nature.The Covid-19 public health crisis has sped up this trend. Digital Experience Management can be seen as another turn of the CRM screw, but in a context where digital channels are dominant. Discover the next stage for customer experience efforts.
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Digital Experience Management: the next stage for customer experience efforts
By: TechTarget ComputerWeekly.com
Type: eGuide
The interactions that customers have with companies and employers are increasingly digital in nature.The Covid-19 public health crisis has sped up this trend. Digital Experience Management can be seen as another turn of the CRM screw, but in a context where digital channels are dominant. Discover the next stage for customer experience efforts.
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Solution Spotlight: Creating a Strong Customer Experience Management Strategy
By: TechTarget Customer Experience
Type: eGuide
In this e-guide, learn how to resolve communication issues between the IT and contact center departments by creating internal service-level agreements, recognizing that what's right for the organization is the same as what's right for the customer, and more.
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Top 10 retail technology stories of 2019
By: TechTarget ComputerWeekly.com
Type: eGuide
Computer Weekly looks at what 2019 had in store for the retail industry – what technologies were retailers rushing to adopt and how is customer behaviour changing?
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Advanced Technologies Key to Next-gen Contact Centers
By: TechTarget Customer Experience
Type: eGuide
Access this helpful e-guide to disscover what a Forrester Research analyst recommends when acquiring new contact center technologies- find out how to address software integration needs, social media challenges, and the growing need for accurate analytics.
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MicroScope – December 2023: What does the future hold for Industry 5.0?
By: MicroScope
Type: Ezine
In this issue, we explore the future of Industry 5.0 to discover whether it's truly a tech revolution or just the next step in what has been promised since Industry 4.0. Also learn more about the risks and impacts of generative AI on data compliance and compliance, as well as seven steps you should take to engage customers while providing services
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Computer Weekly – 24 October 2023: Brewing data insights at Heineken
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we find out how brewing giant Heineken is building a data ecosystem to share insights and tap into AI capabilities. The UK is conducting an investigation into cloud supplier dominance – what will it mean for users? And we examine how generative AI could be used to improve customer experience. Read the issue now.
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Call Center Tips: Bridging the CEM Chasm
By: TechTarget Customer Experience
Type: eGuide
Check out this expert e-guide with advice from Forrester analyst Art Schoeller, as he explores how to harness social media channels in your call center via an "outside-in" strategy. Read now to learn how to reach all customer touchpoints and achieve 100% visibility into your end-to-end customer interactions.
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New CRM Technologies bring sales success to businesses
By: TechTarget Customer Experience
Type: eGuide
In [this expert e-guide], read about how one emergency response software company integrated a CRM platform, resulting in major time-saving efficiencies – most importantly, an improved process that enables the company to sell product licensing. Also read about a lumber executive who recently bought into a successful social CRM.
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Computer Weekly – 20 February 2018: The enterprise opportunities for smart speakers
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly as voice-activated smart speakers grow in popularity, we examine how IT teams can use the technology in enterprise applications. Our latest buyer's guide looks at the latest developments in CRM. And UK tech sector leaders tell Parliament why they are so worried about Brexit. Read the issue now.
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CRM Initiatives for Improved Customer Experience
By: TechTarget Customer Experience
Type: eGuide
Usually when deciding between CRM platforms businesses focused on the deployment method: cloud vs. on-premise. However, as bolstering the customer experience grows in importance, savvy companies are focusing their attention of the features the platform has to offer. Read on to learn which features should be considered in your buying decision.
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Computer Weekly - 25 May 2021: Making data an asset, not a threat
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we examine the latest developments in the UK government's National Data Strategy and what it means for the economy. Our latest buyer's guide explains the emerging technologies around computational storage. And we look at the advances in customer experience management during the pandemic. Read the issue now.
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Computer Weekly – 13 September 2022: Source responsibly: Tech sector efforts to root out forced labour are failing
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we analyse the technology industry's failure to extirpate forced labour and slavery from its supply chains. We find out how cyber security firm Okta is rebuilding customer trust after a major security incident. And we discover how Caterpillar is modernising its data management. Read the issue now.
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Computer Weekly – 20 March 2018: Where neuroscience meets technology
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we find out how computer scientists are using data, cloud and virtual reality to understand the brain and improve mental wellbeing. We analyse newly published government documents detailing the early problems with Universal Credit. And we look at how AI can help improve cyber security. Read the issue now.
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Supporting a Multichannel Contact Center
By: TechTarget Customer Experience
Type: eGuide
Consult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle.
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Computer Weekly – 5 October 2021: The most influential women in UK technology
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we reveal the 50 women chosen as the most influential in UK technology for 2021, and talk to the 10th winner of our annual list – Poppy Gustafsson, CEO of Darktrace. Also, our latest buyer's guide looks at digital customer experience technologies. Read the issue now.
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Computer Weekly - 9 August 2022: Eurotunnel's digital journey for the realities of post-Covid travel
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, the travel industry was devastated by the pandemic, but we find out how Eurotunnel is turning to digital to better engage customers in the post-Covid world. We examine the impact of the economic slowdown on the tech giants. And we explain all you need to know about data gravity. Read the issue now.
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Guide to Customer Experience Management Best Practices, Technologies Reader
By: TechTarget Customer Experience
Type: eGuide
This guide consists of articles that shed light on the new technologies shaping CEM today and offers advice on strategies and best practices organizations can use to optimize customer relations, increase profit and keep up with their consumers.
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Call Center Tips to Optimize Agent Performance
By: TechTarget Customer Experience
Type: eGuide
This E-Guide examines how Workforce management tools and other CEM technologies can help agents prioritize and meet performance standards.
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Customer Experience Exchange E-Zine: Issue 3
By: TechTarget Customer Experience
Type: Ezine
In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.
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Computer Weekly - 13 December 2022: AI experts question tech industry's ethical commitments
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, the proliferation of ethical frameworks has done little to change how artificial intelligence is developed – we look at the challenges. We examine the future of the UK semiconductor sector as the government launches a review. And we hear how NatWest has put data at the heart of customer strategy. Read the issue now.
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Three Ways Personas Can Improve ABM Performance
By: TechTarget
Type: eBook
Download this eBook to understand how you can engage a broader cross-section of roles to open up new opportunities, make progress by uncovering new personas, grow account penetration and optimize your investments throughout the customer lifecycle.
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Infographic: 5 differences between call centers and contact centers
By: TechTarget ComputerWeekly.com
Type: eBook
Call centers and contact centers provide customer service in different ways. Decision-makers should understand which option best fits their organization's needs to optimize CX. Download our exclusive infographic to find out what is the difference between call center vs contact center.
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6 customer service channels you need to support
By: Oracle Corporation
Type: eGuide
Where should you allocate resources to most effectively engage with current and potential customers? In this expert e-guide, Scott Sachs of SJS Solutions weighs the pros and cons of the 6 main customer service channels: Chat/video chat, phone, email, social media, customer self-service, and mobile.
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Computer Weekly - 11 January 2022: How Pepsi is taking digital to the max
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we talk to PepsiCo's digital director about delivering innovation in customer experience. Our first buyer's guide of 2022 examines hybrid cloud storage. And we find out how Arkwright and Granville from the BBC sitcom Open All Hours are inspiring retailers 40 years on. Read the issue now.