Markets constantly test organizations with shifting customer expectations and competitors seeking to provide better value at a lower cost. This tension is the catalyst that continually pushes organizations to search for ways to improve their services, improve the speed which they deliver value to their customers, enable employees to get more done with less administrative overhead, and most importantly, to constantly grow by generating more revenue. This is the basis of BPM, to be able to identify and capture processes in an organization to create repeatable, measureable and consistent execution of goals to drive their business forward.
The cost of ineffective customer service visits isn't just in money: the greater cost is in customer satisfaction. When a mobile workforce employee doesn't arrive on time, is missing equipment, or doesn't resolve the issue on the first visit, it leads to customer dissatisfaction, lost business, and today, public complaints in the media and social networks. Every single service organization understands the crucial value of great customer service. Every single visit to a customer is critical. In this paper, we reveal the 3 steps to a great visit every time.
VMware® delivers vCloud® Government Service, provided by Carpathia®, an enterprise class hybrid cloud solution where both onsite and offsite IT environments are not just connected and integrated with common management, but are designed to run existing and new applications in exactly the same way. With vCloud Government Service, government customers don’t have to spend cycles adapting to the cloud and rewriting code; instead, they can focus on leveraging what the cloud brings to deliver value to their branch of government or mission responsibilities. Customers can securely extend their data centers to the cloud rapidly, easily and confidently, using a more supportive and integrated cloud infrastructure that is FedRAMP authorized.
Published By: Infomatica
Published Date: Mar 05, 2014
Knowing more about a customer’s relationship with your financial services company is key for growth. Discover how emerging data tools can help you improve customer centricity and find new revenue opportunities, unlocking the value of customer information.
To support digital transformation imperatives, organizations are increasingly exploring DevOps style approaches for the continuous delivery of high quality software. Unfortunately, however, many enterprises remain burdened with accumulated technical debt and legacy wasteful practices – waste that can quickly inhibit the flow of value to customers and the business. Lean thinking provides organizations with a framework by which to quickly identify all forms of waste impacting the flow of value, which DevOps practitioners can apply in a software development context to quickly pinpoint and eliminate 8 elements of waste across people, process and technology dimensions.
This paper presents the 8 elements of waste framework, strategies needed to identify and eliminate waste, and the metrics needed to measure effectiveness.
Enterprises that depend heavily on IT to deliver services to customers are constantly driven by market pressures to better develop and release new software features to meet growing demands. Facilitating the collaboration between development and IT operations and bringing application to market faster with high quality are crucial to today’s business success.
This solution brief provides insights into the DevOps movement, why it matters and how you can cross the chasm to achieve better collaboration to deliver business value rapidly. You’ll learn how CA Technologies solutions for DevOps bring your portfolio of IT technology forward in a cadence of faster, more predictable releases, letting you confirm the results of each phase of the software life cycle toward positive business outcomes.
Practical perspectives on leveraging data to grow sales, cut costs, up-sell more effectively and make better decisions. Marketers overwhelmingly agree they have access to more than enough data. The problem is finding actionable ways to utilize data that is collected across all customer interaction points to better engage with customer and increase lifetime customer value. This white paper explores the relevance of big data for marketers: what they need to know and the steps they should take today to embrace data and analytics to position their organizations for success today.
What this case study reveals is that, with the right leadership, it is possible to turn a company around and make it far more responsive and relevant to its customers, and as a result deliver growth and profits.
The upshot of D+M's cultural and business transformation has been a return to growth and profitability. The entire enterprise has played its part, which is why the annual Chairman's Award has recognized individuals who have lived the winning cultural values and achieved excellence in performance. Winners have included factory workers and services people. The firm also continues to innovate with HEOS WMS capabilities extending to the other brands. Customer experience continues to be an area of deep cross-functional focus, and feedback from customers provides a clear indication that the customer experience throughout their buying and ownership journeys is rated highly.
Mobile is undoubtedly changing both our personal and professional lives. Customer service organizations should decide on a strategy to bridge the gap between mobile behavior and customer service. This requires a strategic review of value drivers, combined with a tactical search for relevant use cases.
Don’t fall in the “we need an app for everything” trap — some users need big screens, some users don’t. Some need a rich experience, others just need basic functions. Your strategy must take all of these dynamics into consideration.
Published By: Oracle CX
Published Date: Oct 30, 2017
"Nothing is more profitable than a loyal customer. They buy more, they refer others to you, they will take a chance on new products, and they will forgive the (occasional) mistake. But most companies do not have the tools needed to foster loyalty and higher lifetime value.
Download this guide to see how to build a loyalty program that goes beyond personalized email blasts and quickly creates the right loyalty program for all your different customer types.
As humans, we are driven to find ways of making an increasingly
complex world simpler. For both customer and marketing leaders -
technology helps us to do that. For marketers particularly in Financial
Services, the focus shifts from a supply-led, to a demand-led
economy; the trust economy, where customer demands continue to
diversify and the fastest to deliver value wins.
Technology offers the opportunity for brands to compete - and win - on a rising standard of customer service delivery. Changing cornerstones of engagement: consumers may seem like they stick with their service providers no matter what, but marketers can’t be complacent. To stop their valued customers adding services elsewhere, organizations need to fulfill a new set of standards.
Published By: Monetate
Published Date: Oct 05, 2018
So you’re thinking about personalisation.
Great. You’ve come to the right place. Your timing is good, too. FitForCommerce found that 71% of shoppers agree
personalisation makes it easier to find the products that they want to buy. And when products are easy to buy, you can sell
more of them.
But deciding you want to personalise the shopping experience for your customers is just the beginning. You also need an
agile software partner to help you deliver that experience, so you can quickly respond to changing customer behaviours
and preferences. To get the most value out of your potential software partner, we recommend you ask tough questions
to make sure your investment will help you meet your business goals. Here are our top nine questions to ask a potential
Five things every CMO should know about APIs.
APIs power the digital marketing channels and the applications we use today. They are a window to your company’s digital assets, exposing them so that developers and partners can build mobile apps and become an extension of your innovation engine. APIs are the technology that brings the CIO and the CMO together.
In this ebook, see how a strong partnership between the CIO and CMO, centered around the customer, is essential to the success of today’s API-powered digital businesses.
APIs open opportunities for new distribution channels
APIs connect businesses and enable growth with partners and developers
APIs are the foundation for data exchange in digital ecosystems
APIs create more customer value with existing business assets
Fill out the form to get the ebook and receive a copy via email.
Are automakers re-inventing the wheel with every new navigation program without creating user value? Users movement towards free mobile apps that mirror to in-dash screens may be the symptom of a negative cost-benefit perception.
But the automotive industry has an opportunity to change these market dynamics. By delivering compelling experiences that leverage their core advantages, OEMs can create touchpoints for recurring revenue streams from the IVI.
This white paper from ABI Research discusses the state of the connected navigation market, the challenges OEMs face, the industry paradigms blocking OEMs from creating customer value, and the advantages OEMs could leverage.
Digital technology has arguably been the biggest disruptor for individuals and organisations in the last twenty years. It has changed how we communicate, how we shop, how we spend our time and how we develop and grow our businesses. For businesses, digital has not just created new products and services, but fundamentally shifted business models and the dynamic between business and customer, business and supplier, business and employee. It has become a significant force for value and revenue creation, but one that brings with it many challenges.
Digital transformation is disrupting traditional, tried-and-true business process and leaving many enterprises scrambling for alternatives. Although the customer remains king for business success, data is quickly becoming an organization’s most strategic asset for reaching, interacting with and retaining customers.
With ransomware attacks on the rise, a strict regulatory environment, and nimble, competitive upstarts entering the market, protecting and extracting value from your most strategic asset is a business imperative — and a formidable challenge.
Digital transformation is top of mind for CIOs and business leaders for clear and practical reasons. It offers an opportunity to create new revenue streams and meet changing customer demands, as well as a way to address the rise of digital insurgents trying to hijack core markets.
What’s needed is a common resource that both IT and business managers intrinsically value, one that can guide decisions about new business initiatives and related technology investments. That rallying point is enterprise data. Because incumbents possess richer reserves of business information, they wield a competitive advantage that even the most disruptive insurgents can’t claim. The key is for established companies to unlock the full potential of this important resource to fuel business transformation and help to maintain their leadership positions in volatile and quickly evolving markets.
Today’s customers want 24/7 access, mobile availability, quality, low prices, fast shipping, easy returns and instantaneous service. These expectations demand that every business function be customer-centric, including operations.
Read this report to find out:
• how to create customer-centric operations to deliver the customer experience
• the eight essential components of a connected, customer-centric enterprise
• why alignment between the COO and CIO is essential
• five key steps to start transforming operations to drive growth and create value.
With the advent of big data, organizations worldwide are
attempting to use data and analytics to solve problems previously
out of their reach. Many are applying big data and analytics
to create competitive advantage within their markets, often
focusing on building a thorough understanding of their
High-priority big data and analytics projects often target
customer-centric outcomes such as improving customer loyalty
or improving up-selling. In fact, an IBM Institute for Business
Value study found that nearly half of all organizations with active
big data pilots or implementations identified customer-centric
outcomes as a top objective (see Figure 1).1 However, big data
and analytics can also help companies understand how changes
to products or services will impact customers, as well as address
aspects of security and intelligence, risk and financial management,
and operational optimization.
There is a noticeable shift occurring in the world of order management. Traditionally, projects related to order-taking were spearheaded by the customer service department. Not anymore. The pressures of today’s global economy have forced supply chain functions to play a more direct and strategic role in reducing costs, improving the customer experience, and driving added value throughout the organization. Naturally, supply chain leaders now have a significantly higher rate of interest and involvement in order management initiatives.
Supply chain leaders work in a competitive environment, and in order to get ahead of the competition, they are increasingly turning to order processing automation solutions.
Find out the four key reasons automation is emerging in the supply chain. Download now!
Download this executive summary of the 2015 Customer Experience Risk Study and learn:
-Why at-risk customers often account for over 10% of potential revenue
-How retailers miss over 80% of problem occurrences
-How to take a customer-value lens to understand problematic experiences
-How to measure on impact, as the frequency of issues can be deceiving
Most companies have a few people who are testers and optimizers by nature, interest, or experience. But what really moves the dial is when everyone in the company embraces a test-and-learn approach to improving the customer experience across all touchpoints.
Why is the test-and-learn approach so effective? When you test everything, your team values data over opinions. Everyone keeps learning — even from failures. The results? More visitors, more sales, happier customers, and a healthier bottom line.
To help you get there, this guide provides insights on:
What constitutes a culture of growth and optimization
Tips for building that culture in your own company
Lessons from marketing leaders who embrace the test-and-learn approach
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