Cross-Channel, Cross-Lifecycle Experience
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Supporting the Partner Channel
Education and Services Can Help Partners Truly Add Value, Keeping Them and Customers Satisfied
by Patricia SeyboldA well-educated and well-supported partner will help you make more sales. -
Multi-Channel CRM Architecture
An Architecture for Ideal Customer Experience
by Mitchell KramerThis report defines an Architecture for Multi-Channel CRM. This Architecture can help define your CRM requirements and evaluate CRM products. -
Lands’ End Brings the Softer Side to Sears
How the Lands’ End/Sears Combo Stacks Up as a Multi-Channel Retailer
by Patricia SeyboldWe’ve identified eight core competencies that we believe multi-channel retailers need to master in order to thrive in the Customer Economy. Sears, with its recent acquisition of Lands’ End, stacks up pretty well on all eight counts. -
Common Pitfalls to Avoid in CRM
Think Customer-Managed Relationships (CMR) First and You’ll be On the Right Track
by Patricia SeyboldMany CRM initiatives aren't gaining traction because they've been implemented poorly. We've found eight common problems that keep CRM efforts from taking off. -
Good, Old-Fashioned, Customer Service
Just Keep Your Promises, and You’re Almost There!
by Ronni MarshakEven a no-tech example can showcase best practices in providing customer service. -
Winning Back Customers
A Renewed (or, Perhaps, First-Time)
by Ronni MarshakFleetBoston is improving its customer service with its Winning Gold initiative. -
Web Services Sell Groceries at Tesco.com
New Approach Provides Rich Customer Experience and Future-Proofs the Home-Shopping Application
by Susan AldrichTesco.com, the world’s most successful Internet grocer, is using Web Services to reach customers via handhelds and desktops. -
Who "Owns" the Customer in Your Company?
Announcing our Customer Manifesto. Your Customers Will Soon Resolve Your Company’s Territorial Conflicts—Are You Ready?
by Patricia SeyboldCustomers are demanding control over their relationships and their information. We summarize these demands in our Customer Manifesto and offer implementation tips, best practices, and six steps to success. -
Workflow Is Not Dead; It’s Just Buried
Meta-Process Management and Web Services Will Lead to the Era of Adaptive Business Process Management
by Ronni MarshakThe workflow tools of the 1990s haven't gone away; they have become embedded in enterprise applications. -
Will Your Company Be Well-Positioned When the Economy Rebounds?
Focus on Adaptive Business Processes, Workflow, Collaboration, Information-in-Context, and End-to-Edge Visibility
by Patricia SeyboldThis report outlines steps your company will need to take to be prepared when the economy rebounds. -
Closed-Loop Meta-Process Management
Gaining Visibility into Linked Processes that Address Customer Scenarios
by Ronni MarshakIn order to address customer scenarios, multiple business processes must be launched and linked. -
Ronni Marshak on Customer Experience: Multi-Channel Shopping
A Commerce Experience Should Be a Blended One
by Ronni MarshakMost of us mix and match touchpoints in a blended-channel shopping experience. -
Saving Customers’ Time: Master Customer Scenario® Design
How National Semiconductor, Tesco, and Buzzsaw.com Use Customer Scenarios to Improve Customer Experience
by Patricia SeyboldCustomer Scenario® Design is a technique that, when used well, will ultimately save your customers time and foster customer loyalty. -
The Customer Revolution
How to Thrive When Customers Are in Control
by Patricia SeyboldIn The Customer Revolution, the essential truths of business today are identified: “The Internet economy is the customer economy, and the fundamental source of value in the new customer economy is customers.” In the customer economy, the depth of your customer relationships is directly proportional to the value of your business. Attracting and retaining customers will be the core competencies of successful firms. Companies will be increasingly valued based on how they build relationships with their customers and on those customers' long-term value to the company. -
Philips Consumer Electronics Gets Closer to Its Customers:
Personalization and Manufacturers’ Aisles Are Key Strategies for Customer and Dealer Loyalty
by David MarshakPhilips Consumer Electronics is working on a two-pronged approach to interacting with customers, capturing information about end customer visits and enabling dealers to provide Philips-branded manufacturers’ aisles.
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