Professional Documents
Culture Documents
PAGE 22
TRANSFORMING CUSTOMER
CONNECTIONS
Interactive Intelligence
PAGE 23
TeamSupport
PAGE 25
Calabrio
Why is
CUSTOMER EXPERIENCE
MANAGEMENT so important?
Customer Experience Management (CEM) is all about helping guide a prospect through the
customer journeyfrom the first marketing interaction through the transaction to the much
longer process of service and support. A formalized approach to CEM acts as an attentive tour
guide throughout this journey: anticipating needs, providing accurate and timely information, and
engaging the customer proactively, while soliciting feedback at regular intervals.
A well-managed customer journey strengthens brand preferences, reduces customer churn, and
elevates the brand beyond strict reliance on price. This is the space where brand advocates are
created, and profitability is optimized.
In the following pages of this Best Practices series, you will notice several themes: truly engaging
customers with conversations, engaging employees by empowering them with better information
and support, and soliciting feedback from the customers themselves to help stay on course.
There is some great information here for any company obsessed with customer service.
Bob Fernekees
VP/Group Publisher, CRM Media
Information Today, Inc.
SILVER SPONSORS
PAGE 26
Verint
PAGE 27
CULTIVATING CUSTOMER
ENGAGEMENT
Best Practices to Help You Get Started
LiveOps
PAGE 29
eGain
PAGE 30
ENGAGING CUSTOMERS
WITH A VIRTUAL ASSISTANT:
10 Tips to Go From Valet to Wallet
Pegasystems
PAGE 31
VoltDelta
PAGE 32
ENVISIONING AN EXCEPTIONAL
CUSTOMER EXPERIENCE
FROM THE OUTSIDE IN
SPONSORS
Clicktools
PAGE 33
877.780.4848
www.avalara.com
Phone: 818-280-4820
E-mail: info@fayebsg.com
www.fayebsg.com
twitter.com/fbsg
https://www.linkedin.com/
company/faye-businesssystems-group-inc.
Poole, UK | Phoenix, US
Phone (US): 1-800-774-4065
Phone (EMEA): 0800 0432587
sales@clicktools.com
www.clicktools.com
CUSTOMER EXPERIENCE
MANAGEMENT MADE EASIER:
Integrate Feedback in CRM
IntelliResponse
PAGE 34
Avalara
325 Lytton Ave
Suite 200
Palo Alto, CA 94301
+1-877-495-3700 toll-free
sales@jivesoftware.com
jivesoftware.com
PAGE 35
2550 Walsh Ave
Suite 100
Santa Clara, CA 95051
info@kana.com
800-737-8738
www.kana.com
Bloomfire
PAGE 37
Produced by:
CRM Media
WP22
Sponsored Content
Collaborate: Your customers are the
single greatest untapped resource for
driving innovation. And by really listening
you can not only create better products
but also optimize your marketing
approaches by adapting to their needs.
2. Within two years, the CMO will spend
more on technology than the CIO
According to Gartner, the CMO becoming
the #1 technology buyer is not only inevitable,
its right around the corner. CRM, marketing
automation, mobile, online communities,
customer analytics, and other tech purchases
are all driving this shift.
Additionally, a shift thats occurred
since 2011 and one that continues is the
investment focus on cloud technologies
where the hosting and technical aspects are
provided as a service vs. being handled by
the company. This trend means less internal
IT involvement while ensuring key systems
automatically stay up to date.
With this shift, and as the pace of
innovation by technology vendors accelerates
at an ever-increasing rate, the appetite for
building it yourself continues to decrease.
An analogy to this trend is this would you
prefer to buy a pre-built laptop where you can
choose a few key add-ons (memory, etc.) or
order a box of parts to then, with a lot of work,
build your own computer. Theoretically youd
get exactly what you want with the latter option
that is, if you didnt make any mistakes as you
put the computer together. However, it would
require the right skills, a long time to build
and custom on-going support. This is where
the old adage time is money comes into
play, underscoring that marketing leaders need
pre-built, cloud-ready, auto-upgraded solutions
to drive more business faster vs. being slowed
down by systems and support.
3. Connectedness between conversations
and marketing systems will be required
Ultimately marketers need to make
technology decisions that help them stay
on top of customer behaviors and emerging
market trends. This is where the dots get
connected between the marketing automation
system and the conversations occurring.
Intuitive and seamless connectedness
between customer dialog and the marketing
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Customer Experience
Management:
A ThreeLegged Stool
When it comes to your business, its a
no-brainer that customers are the successful
ingredient to success or failure. So why
are companies still struggling to keep their
customers happy?
Its because most companies fail to view
the customer experience as a multifaceted
strategya three-legged stool, with each leg
of the stool an equally critical component in
finding and retaining customers, hopefully
for a very long time. Without one of the
legs, the stool would fall.
LEG #1: MARKETING.
Automate operations.
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Contact Us
calabrio.com
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CULTIVATING CUSTOMER
ENGAGEMENT
Best Practices to Help You Get Started
the opportunity to
extend and enhance
their skills? Do your key
performance indicators
measure behaviors that
actually foster customer
engagement, or are
they focused solely on
delivering service at the
lowest cost possible?
Staff empowerment
is another key factor.
Employees need to have some level of
input and control over their work to be
able to engage customers effectively. This
can mean being able to go off script and
make decisions without always having to
ask a supervisor. It also means being able
to access information quickly and easily
to make decisions that are appropriate
for the customer and situation at hand.
Customers dont want to wait for
extended periods of time while a service
representative hunts down information
or struggles to decide the next step in the
process. Give your employees the tools
and skills they need to drive engagement.
3. Pick a starting point. Even if
you offer customers a variety of ways to
interact with your organization, it may
be more practical to focus on optimizing
customer engagement in one channel at a
time. Maximize the benefits you get from
that insight, and then move on to the
nextchannel.
WP28
Sponsored Content
Empower Agents
to Enhance the
Customer Experience
Organizations know the value and
importance of exceptional customer
service. And, todays customers expect
that exceptional service to be available at
any time and on any channel. This is why
companies have implemented tools to help
with this, such as Web self-service, live
chat and others. But, sometimes, while
focusing on improving the technology,
organizations can overlook a still-critical
piece of customer service the agent.
Organizations must ensure that the
agent doesnt get overlooked when
implementing new and improved
customer service initiatives, and should
also look to implement an agent desktop
to improve agent efficiency and provide a
better customer experience.
IMPROVE AGENT EFFICIENCY
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Happy Customers,
Happy Brand
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Engaging Customers
with a Virtual Assistant:
10 TIPS TO GO FROM
VALET TO WALLET
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Envisioning an Exceptional
Customer Experience
from the Outside In
Organizations often develop a customer
service strategy based on internal resources
and budget constraints. A more successful
approach is to first determine what type
of experience you want customers to have
when interacting with your organization.
The customer experience should be one
that sets your company apart from the
competition and is not bound by resource
or budget constraints. Then determine
what you will need to realize that goal.
With the advancement of cloud contact
center technology, the gap between the
exceptional customer journey and your
current deployment may not be as cost or
resource prohibitive as you might think.
Here is how one VoltDelta customer
successfully approached this challenge:
CUSTOMER EXPERIENCE VISION
THE SOLUTION
About VoltDelta
VoltDelta is a global cloud-based contact
center provider with 35 years of experience.
We rapidly tailor and integrate our
multichannel contact center solutions to
enable you to increase revenue, boost
retention, and reduce operating costs with
proven scalability and reliability.
Contact Us
Phone: 866-436-1169
Email: info@voltdelta.com
www.voltdelta.com
twitter.com/voltdeltanews
linkedin.com/company/voltdelta
youtube.com/voltdeltachannel
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Customer Experience
Management Made Easier:
Integrate Feedback in CRM
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THE PRICE
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Contact FayeBSG
Phone: 818-280-4820
E-mail: info@fayebsg.com
www.fayebsg.com
FayeBSG LinkedIn
FayeBSG Twitter
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