In today’s markets, customer identities and the personal data associated with them are among the most critical and valuable assets of any enterprise. Managing these digital identities — from first registration and login to the later stages of the customer relationship — and extracting business value from the associated data are complex tasks, commonly referred to as customer identity and access management (CIAM).
When implementing a system to collect, manage, and utilize digital identity and customer data, companies have two basic choices: in-house development or buying a dedicated solution from a vendor specialized in CIAM (i.e., build vs. buy).
Read this white paper for an in-depth analysis of CIAM implementation options, including:
? Must-haves for a successful, enterprise-grade CIAM system
? Pros and cons of implementation options, ranging from in-house software development to commercial off-the-shelf solutions
? A real-world case study that illustrates the ROI of an effective CI
Delivering personalized customer experience remains the top business challenge for communications
service providers (CSPs). Ovum's recently published 2018 ICT Enterprise survey saw almost all CSP
IT executives interviewed identify delivering personalized customer experience as one of their three
most important business challenges for the next 18 months. This trend emphasizes the high priority
CSPs place on how customer relationships are managed. However, several factors have an impact on
CSPs' ability to identify and then deliver customers' core needs. These include understanding the data
sets they should focus on; collecting, cleansing, and consolidating these data sets; and having the
right expertise to mine the data sets.
If a retailer views “Buy Online, Pickup In-Store” as purely e-commerce, they’re losing. Each transaction in which customers pickup in-store is a chance to add value to the relationship. Whether that means speed, cross-selling, or a unique bit of customer service that amplifies the visit, BOPIS plays just as important a role as the rest of the brick-and-mortar experience. Some trips may not translate to additional purchases right then and there, but the way a retailer handles pickup can dictate how the customer feels about the brand.
To get the most out of BOPIS, retailers should ask themselves a few important questions.
Published By: Genesys
Published Date: Dec 20, 2018
Companies across the world are innovating with artificial intelligence (AI) to improve customer experience and forge deeper relationships with customers. Through surveys and interviews with 599 executives, from large and mid-sized companies across the globe, this MIT report reveals that most customer-centric firms have already deployed AI extensively in their customer-facing operations and customer experience management processes.
Get the global report and regional spotlights on North America, Latin America, Europe and Asia to access complete results. Key insights include:
• Nearly 90% of respondents report measurable improvements in the speed of complaint resolution; 80% note enhanced call volume processing using AI
• 80% of respondents report measurable improvements in customer satisfaction, service delivery and contact center performance
• In North America, 60% of the respondents believe they will deliver a 10% or more increase in customer lifetime value in the next year
Published By: Sitecore
Published Date: Nov 04, 2009
This report highlights the strategic value of a next generation web content management system integrated with lead scoring, email marketing, customer relationship management, and web analytics. The report links the technology and practices of Best-in-Class organizations to engage customers, provide personalized experiences and manage the lead lifecycle.
The response to possible bank card fraud is one of the most important factors affecting the relationship that customers have with their bank. For customer-centric financial institutions who issue millions of bank cards, any instance of possible fraud is both a business risk to be managed and an opportunity to strengthen customer relationships.
Learn how a deep understanding of touchpoints - and the ways they drive customers closer to you (or farther away) - can improve acquisition, retention and loyalty, create better customer experiences, strengthen relationships and boost your bottom line. (Plus 5 steps for leveraging touchpoints to profit from better customer relationships.)
See how the landscape of customer experience is being altered forever, as touchpoints continue to drive shifts in distribution, feedback and marketing channel control. In this whitepaper, you'll learn how making your touchpoints stronger, faster and smarter today will mean increased profits and stronger market positions tomorrow. (Plus 7 specific steps any company can take to improve customer experience today.)
Who among us has not recoiled before the horror of a terrible
Interactive Voice Response (IVR) experience? IVR technology was
created to save businesses money, but it has mutated into a timesucking,
customer experience-crushing monster!
If connecting with a customer in this day of customer experience is
the goal, there’s a better way! Contain the IVR before it kills another
customer relationship. Can we bring the technology to heel and
bend it to our will? And can we stop its rampage before artificial
intelligence makes it too powerful to be stopped?
Published By: Zendesk
Published Date: May 31, 2018
Be always on with your customers; wherever they are. With Zendesk Chat, your customer agents can engage with customers over websites, mobile apps, and popular messaging apps like Facebook Messenger, Twitter, and LINE. That means you can build relationships with customers in the places they prefer.
Digital transformation (DX) is a must for midsize firms (those with 100 to 999 employees) to thrive in the digital economy. DX enables firms to increase competitive advantage through initiatives such as automating business processes, creating greater operational efficiencies, building deeper customer relationships, and creating new revenue streams based on technology-enabled products and services. DX is a journey, and it starts with firms embracing an IT-centric vision that guides a data-driven, analytics-first strategy. The outcome of DX initiatives depends on the ability of a firm to efficiently leverage people (talent), process, platforms, and governance to meet the firm’s business objectives.
In today’s globalized business environment, the need to build strong relationships with partners, suppliers, internal teams, investors and customers is more important than ever. High-quality video conference calls enable you to communicate as effectively as actually being there in person, helping you to build the engaging relationships needed for success in business.
Published By: Genesys
Published Date: Jun 07, 2017
Get this eBook now to learn:
- How to engage with your customers in an ultra-connected world
- How to make your customer engagement operations easy and efficient
- Why it’s time for an all-in-one cloud contact center solution
"Differentiate your organization through customer engagement
Improving customer experiences has replaced operational efficiency gains as the top objective in customer care executives’ agendas. This Aberdeen report details how “best-in-class” firms are achieving greater customer retention and annual growth as a result. Discover more in the report now >"
Seattle Cancer Care Alliance (SCCA) serves as the clinical arm for research and treatment studies for Fred Hutchinson Cancer Research Center, University of Washington Medicine, and Seattle Children’s. The organization’s outsourced IT service desk operated adequately, but a desire for financial savings, enriched customer relationships, and improved HIPAA compliance drove SCCA to seek out another solution.
The Connected Customer is an individual who is intimately connected
to the data, outcomes, decisions, and staff associated with any
relationship to an organization. This intensely personal connection is
not just a matter of the most recent transaction, but represents a
combination of connected data, connected analytics, and collaborative
decisions associated with improving the customer’s relationship with
the organization over time.
In this report, Blue Hill explores the key traits associated with
supporting the Connected Customer through the Internet of Things,
and provides guidance on why the Internet of Things will be essential
across the general business landscape.
This RSR custom research report explores the impact of omnichannel methods on merchandising, marketing and the supply chain; specifically, what analytical capabilities address the challenges that omnichannel selling and fulfillment pose for retailers. Consumers today routinely begin their shopping journeys online, but complete their purchases in nearby stores, in their “home” stores or delivered directly to their doors. Retail analytics enables organizations to capture data from their customers' journeys. Retailers that successfully deliver relevant omnichannel experiences while gaining a more sophisticated understanding of demand (where and how it is initiated) will enhance their brands’ value and create compelling and profitable customer relationships.
"Differentiate your organization through customer engagement Improving customer experiences has replaced operational efficiency gains as the top objective in customer care executives’ agendas. This Aberdeen report details how “best-in-class” firms are achieving greater customer retention and annual growth as a result. Discover more in the report now >"
Enterprises are leveraging advancements in what IDC calls “3rd Platform” technologies — cloud, Big Data, mobility, and social — to create new business opportunities and gain competitive advantage. These trends are putting more pressure on IT organizations to transform their datacenter operations to better support business initiatives aimed at reducing costs, increasing revenue, and strengthening customer relationships. This has driven increased demand for converged or integrated systems that provide the tools needed to reduce capital costs, improve operational efficiencies and, ultimately, increase agility within the datacenter.
Published By: DocuSign
Published Date: Mar 23, 2016
Customer Relationship Management (CRM) platforms have been around for more than a decade, but they are no longer just for big enterprises selling expensive technology. Now companies of all sizes and industries are enjoying the power of CRM systems to improve sales effectiveness and customer loyalty. The key to this new wave of adoption are the many valuable add-ons and integrations, like DocuSign, that can greatly augment the user experience.
This ebook explores ways to improve your CRM productivity and usability.
Marketing is moving toward a new kind of
success, one that depends on truly knowing
the customer. Throughout the industry, this
focus is proving to be the path to better
customer relationships and business growth.
Want to drive up your bid-to-win ratio? The top five percent of professional services organizations win more than two out of every three bids. Their sales and services teams are better aligned too. Customer Relationship management (CRM) has long played a key role in driving sales and services excellence, but it’s no longer enough – welcome to the age of opportunity management. Download this eGuide to better understand how to win more business with accurate proposals based on past project success.
"Customer relationships begin with trust. When customers entrust your organization with their sensitive financial and personal information, not only do they expect you to keep it safe, but they also demand the same fast, convenient online experiences they’ve become accustomed to over web and mobile devices.
This new e-book provides guidance on how financial institutions can meet and exceed these expectations, while also reaping bottom-line rewards, by mastering security, trust, and digital experience.
You’ll learn about:
- What makes your new millennial customers tick
- How to stay competitive in a rapidly evolving digital market
- Real-world takeaways and success stories"
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