Cross-Channel, Cross-Lifecycle Experience
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VP of Customer Intelligence
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldThe first priority of your VP of customer intelligence should be to act as the custodian for the information that your customers care about. -
Cross-Channel, Cross-Lifecycle Operational Requirements
What Types of Products Do You Need to Deliver a Comprehensive Customer Experience?
by Mitchell KramerThis report presents the requirements for the operational capabilities of cross-channel, cross-lifecycle customer service products; product types that address those requirements; and examples of those product types. Because no product or product suite ad -
Sr. IT Architect for Cross-Channel Customer Experience
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldIn order to deliver a great cross-channel experience to customers and partners, you’ll need to have a seasoned IT architect who is responsible for designing and evolving your application Architecture, services, and middleware to be customer adaptive. -
Comergent E-Business System 6.4
Marketing and Selling Complex Products Directly to Customers and Indirectly through Partners
by Mitchell KramerThe Comergent E-Business System can help you deliver a customer experience across all the phases of the customer lifecycle and across Web and contact center touchpoints, either directly to end customers or indirectly through a multitier partner channel. -
Banks Measure What Matters to Customers—and Improve Service
Leading Practitioners Now Measure the Quality of Customer Experience
by Patricia SeyboldBanks and other financial services firms are focusing on the Quality of Customer Experience for critical customer scenarios. Here are a couple of examples of how banks are measuring and improving what matters to their prospects and customers. -
Framework for Evaluating Cross-Channel, Cross-Lifecycle Customer Service Products
How to Evaluate Solutions That Support a Great End-to-End Customer Experience
by Mitchell KramerThis report presents our framework for evaluating cross-channel, cross-lifecycle customer service products. -
May I Help You?
Serve Your Customers across All of Your Channels and All of the Phases of Their Lifecycles
by Mitchell KramerWhen we say customer service, we mean simply delivering a customer experience that helps your customers do business with you. Your customers want that help on every channel through which they interact with you and at every phase of the lifecycle of their -
HP Provides Cross-Channel Inventory Visibility
Responding to the Moment of Truth: 'Where Is This Product in Stock?'
by Patricia SeyboldOne of customers' "moments of truth" in deciding which product to buy is knowing where the product is in stock and how soon they can receive it. Hewlett-Packard's Internet marketing group has partnered with Channel Intelligence to provide near-real-time -
Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 2)
Anticipating the "Moments of Truth" that Surface Consistently in B2B Customers' Scenarios
by Patricia SeyboldIn many customer scenarios, there are common moments of truth that emerge despite differences in the customers' businesses. This report looks at those moments of truth that surface consistently in B2B select & buy scenarios. -
Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 1)
Unpacking "Moments of Truth" that Surface Consistently in B2B Customers' Scenarios
by Patricia SeyboldBefore you begin a Customer Scenario® Mapping exercise, you should capture the context of the scenario. -
Payment Strategies
Customer Experience Insights Gleaned from Watching the U.S. Banking Industry
by Patricia SeyboldBank of America has developed a good governance model to tackle a difficult strategic problem that crosses organizational boundaries and product line boundaries. Here's a brief look at how BofA has organized to develop an integrated payments strategy. -
Rethinking CRM
Customers Don't Want to Be Managed; They Do Want Good Experiences and Outcomes
by Patricia SeyboldToday’s customer-centric executives have expanded the purview of their CRM initiatives to encompass end-to-end customer experience management. Their mandate now includes merchandising and product information, as well as all customer-impacting operational -
How Strong Is Your Customer Experience?
Building Strong Customer Experiences Twelve Ways
by Mitchell KramerCustomer experience is the environment in which your customers do business with you. Build a stronger customer experience, and you’ll improve customer satisfaction, loyalty, and profitability. Learn in this report how to build stronger customer experienc -
E-Merchandising at drugstore.com
How drugstore.com Organizes and Automates Product Merchandising and Marketing
by Susan AldrichAt drugstore.com, constant on-site promotions, internet advertising, and a 30 percent annual turnover in SKUs are managed with a high degree of consistency. -
Best Practices in Dealing with Consumers’ Cross-Channel Retail Behavior
Meeting Consumers' 'Moments of Truth' as They Shop across Channels
by Patricia SeyboldMany of today’s consumers prefer to shop across channels—for example, researching online, buying in the store, and getting support by phone. Cross-channel retail poses significant challenges for retailers and for suppliers of consumer products. We offer -
Making Progress in Cross-Channel Retail
Sears and Lands' End Take Great Strides in Their Merger, but They Still Have Opportunities to Grab
by Patricia SeyboldSears and Lands’ End are just over a year into their merger. Here’s a progress report on merger progress to-date. -
Beware of Business Process Management
Be Careful about Adopting Internally-Driven Business Processes; Instead, Design a Customer-Adaptive Enterprise Using a Services-Oriented Approach
by Patricia SeyboldBusiness processes are internally-focused, difficult to design, hard to adapt, and have very short shelf-lives. Instead of wasting time designing business processes, we recommend that you identify the services required to support key Customer Scenarios® -
It's a Matter of Trust
In Consumer Customer Scenarios®, Don't Underestimate the Importance of a Trusted and Independent Third Party
by Ronni MarshakConsumers are often resistant to buying from manufacturer’s Web sites. What can you do establish trust and increase your sales? -
Support for Business Processes (Theirs and Ours)
Your Customers' Scenarios Drive; Your Business Processes Support
by Patricia SeyboldWhat’s the relationship between customers’ business processes and your company’s business processes? They’re orthogonal. -
Chordiant 5
How Chordiant’s CRM Suite Stacks Up Against Our Framework for Evaluating Multi-Channel CRM Solutions
by Mitchell KramerThis report assesses the functionality, administration, and Architecture of Chordiant 5 against our evaluation and comparison framework for the multi-channel CRM.
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