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• Customer Experience Management
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Customer experience
1 A study in the year of 2009 on 860 corporate executives revealed that
companies that have increased their investment in customer experience management over the past three
years report higher customer referral rates and customer satisfaction
(Strativity Group, 2009).
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Customer experience
1 Customer experience management (CEM or CXM) is a strategy that focuses the operations and processes of a business around the needs
of the individual customer. Companies are focusing on the importance of the experience.
Jeananne Rae says that companies are realizing that "building great consumer
experiences is a complex enterprise, involving strategy, integration of technology,
orchestrating business models, brand management and CEO commitment." (2006)
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Customer experience
1 According to Bernd Schmitt, "the term 'Customer Experience
Management' represents the discipline, methodology and/or
process used to comprehensively manage a customer's cross-channel
exposure, interaction and transaction with a company, product, brand or
service."
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Medallia
1 Medallia provides Software-as-a-Service (SaaS) Customer Experience Management (CEM) and Enterprise
Feedback Management (EFM) software and services to hospitality, retail, financial services, high-tech,
and business-to-business (B2B) companies in the United States and
internationally.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Ericsson - Business Unit Support Solutions
1 OSS and BSS has expanded following the integration of Telcordia and focuses on Customer experience management (CEM), including fulfillment, assurance, network
optimization and real-time charging.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Open Text Corporation - Products
1 OpenText Enterprise Information Management is an integrated set of five groups of programs: : OpenText
Enterprise Content Management (ECM), OpenText Business Process
Management (BPM), OpenText Customer Experience Management
(CEM), OpenText Information Exchange (iX), and Discovery.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Open Text Corporation - Products
1 OpenText Customer Experience Management is a set of technologies
for presenting an organization’s information to its customers.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Strategic management - Competitive advantage
1 This school of thought is sometimes referred to as customer experience management
(CEM).
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Customer Experience Management
1 A study in the year of 2009 on 860 corporate executives revealed that
companies that have increased their investment in customer experience management over the past three
years report higher customer referral rates and customer satisfaction
(Strativity Group, 2009)
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Customer Experience Management
1 According to Bernd Schmitt, the term 'Customer Experience Management'
represents the discipline, methodology and/or process used to
comprehensively manage a customer's cross-channel exposure, interaction and transaction with a
company, product, brand or service.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Angoss - Software
1 * KnowledgeREADER is an integrated customer intelligence product
combining visual text discovery and predictive analytics for customer
experience management.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Customer dynamics
1 Customer dynamics is a specific dimension of customer experience
management and customer relationship management. It is
distinct from these disciplines in its focus on the actual interactions that occur between the customer and the organization, and its consideration of
implications for both the customer and the business.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Attensity
1 The software uses natural language processing technology to address
collective intelligence in blogs, online forums and Social Media such as Twitter and Facebook; the voice of the customer
in surveys and emails; customer experience management (CEM); e-services; research and electronic discovery|e-discovery; risk and
compliance; and intelligence analysis.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Service assurance
1 * Customer experience management
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Medallia
1 'Medallia' provides Software-as-a-Service (Software as a service|SaaS) Customer
Experience Management (Customer_experience_management#Custo
mer_Experience_Management|CEM) and Enterprise Feedback Management
(Enterprise_feedback_management|EFM) software and services to hospitality, retail, financial services, high-tech, and business-
to-business (B2b|B2B) companies in the United States and internationally.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Network intelligence - Use in business
1 The network visibility afforded by NI can also be used to build enhancements and
next-generation solutions for Network performance management|Network
Performance Management, WAN optimization|WAN Optimization,
Customer experience management|Customer Experience Management,
Content filtering|Content Filtering, and internal billing of networked applications.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Cincom Systems - 2000 to present
1 **Cincom Synchrony (2004), a customer experience management system for multi-channel Contact
Centers.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Complex event processing - Integration with business process management
1 For example, customer service centers are using CEP for click-stream analysis and customer
experience management
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Conversion rate - Measures
1 Conversion marketing attempts to solve the issue of low online
conversion through optimized customer service. To accomplish this it requires a complex combination of personalized customer experience
management, web analytics, and the use of customer feedback to
contribute to process flow improvement and overall site design.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Body of Knowledge - Examples of Bodies of Knowledge
1 * One: The Customer Experience Management
Body of Knowledge (CEMBOK)
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Chief Customer Officer
1 A 2009 study of over 860 corporate executives revealed that companies that had increased their investment
in customer experience management over the previous three years
reported higher customer referral rates and customer satisfaction
(Strativity Group, 2009).
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Sitecore
1 'Sitecore' is a customer experience management company that provides web content management system|web content management and multichannel marketing automation software. The company was
founded in 2001 and has offices in Australia, Belgium, Canada, China, Denmark, France,
Germany, Japan, Netherlands, New Zealand, Norway, Poland, Singapore, Sweden, Ukraine, the United Kingdom, and the
United States.https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Sitecore - Company history
1 In 2001, Sitecore was spun off as a separate business entity that initially
sold content management systems in the Danish market to IT departments. However, the company has grown profitably into a recognized global provider of customer experience
management software targeted primarily to corporate marketing departments and
marketing service providers.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Lithium Technologies
1 'Lithium Technologies' provides social customer experience management
software for the enterprise. Headquartered in San Francisco, Lithium has additional offices in London, Austin, Paris, Sydney,
Singapore, New York, and Zürich.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Lithium Technologies
1 The Lithium Social Customer Experience Management Platform
combines online customer community applications such as
Internet forum|forums, blogs, innovation management, product
reviews, and tribal knowledge bases with the broader social Web and
traditional CRM business processes, resulting in a wide range of online
customer interaction methodshttps://store.theartofservice.com/the-customer-experience-management-toolkit.html
Clarabridge
1 Using natural language processing and other patented
technology,Clarabridge holds two patents see:
http://search.usa.gov/search?affiliate=web-sdmg-
uspto.govv:project=firstgovquery=clarabridge the software is used in voice of the customer, customer
experience management and customer feedback programs.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Windchill (software) - Quality
1 *Windchill Customer Experience Management – Helps manage and address customer
complaints.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Bernd Schmitt
1 He wrote several influential books in these areas like Experiential
Marketing, Customer Experience Management, Big Think Strategy and
Happy Customers Everywhere.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Bernd Schmitt - Life and career
1 In the late 1990s, he began authoring books on customer experience like Experiential
Marketing and Customer Experience Management.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Bernd Schmitt - Contributions to marketing and management
1 Customer Experience Management provides a step-by-step framework for managing
experiences
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Bernd Schmitt - Contributions to marketing and management
1 He often uses psychological concepts in his writings and applies them to marketing and business. His books have many case studies and also
examples from opera and the arts. Experiential Marketing and Customer
Experience Management use theories from sensory, cognitive and social psychology. Happy Customers Everywhere is influenced by Positive
Psychology.https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Bernd Schmitt - Publications
1 * Schmitt, B. (2003). Customer experience management: A
revolutionary approach to connecting with your customers. New York:
Wiley.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Endeca Technologies Inc.
1 'Endeca' is a software company headquartered in Cambridge, MA, that sells eCommerce
search, Customer Experience Management, enterprise search and business intelligence
applications. Endeca was founded in 1999 and was a privately held company, backed by
venture capital investment from Bessemer Venture Partners|Bessemer, DN Capital, In-Q-Tel, Intel, SAP AG|SAP and Venrock,. On October 18,
2011, Oracle Corporation announced its acquisition of Endeca for $1.075B.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Michael Seifert (programmer)
1 He is co-developer of DikuMUD, a popular multiplayer text-based role-playing game codebase, and chief
executive officer of Sitecore, a global customer experience management
software company, which he co-founded in Copenhagen, Denmark in
2001
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Michael Seifert (programmer) - Sitecore
1 In 2001, Seifert and his Pentia co-founders spun off Sitecore as a separate business
entity, which initially sold content management systems in the Danish
market but has grown profitably into a recognized global provider of customer experience management software with 3,000 customers. Seifert has served as
CEO since 2001 and was initially joined by Ole Sas Thrane and Jakob Christensen.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Sitecore Commerce Server - Related Technologies
1 Sitecore Commerce Server 11 forms the technology foundation of and is included in Sitecore Commerce 7.2, Sitecore's primary
commerce offering that also includes Sitecore Commerce Connect 7.2. It is marketed and
sold as an optional, integrated module of the Sitecore Experience Platform, which also
offers other modules for content management, multichannel customer
experience management, and big data storage and management.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Anritsu
1 Products include network call trace, service assurance, customer
experience management, microwave, RF, and optical signal generators (sources), spectrum
analyzers, and Network analyzer (electrical)|network analyzers
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Ericcson - Business Unit Support Solutions
1 * 'OSS and BSS' has expanded following the integration of Telcordia and focuses on Customer experience
management (CEM), including fulfillment, assurance, network
optimization and real-time charging.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
ICF International - Acquisitions
1 In 2014, ICF International acquired CITYTECH, Inc., a Chicago-based digital interactive consultancy
specializing in enterprise applications development, web experience
management, mobile application development, cloud enablement, managed services, and customer
experience management solutions.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
Experience economy
1 The Experience Economy is also considered to be the main underpinning for customer experience management.
https://store.theartofservice.com/the-customer-experience-management-toolkit.html
For More Information, Visit:
• https://store.theartofservice.com/the-customer-experience-management-toolkit.html
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