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Customer Experience Management

Customer experience management (CEM) is "the process of strategically managing a customer's entire experience with a product or a company". Relationship marketing, focuses on establishing and building a long term relationship between a company and a customer. There are several approaches that have been espoused including customer experience management, customer relationship management, loyalty programs, and database marketing.
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White Paper Published By: Comcast Business     Published Date: Jan 15, 2015
It’s the challenge businesses of every size wrestle with: How to improve employee productivity while driving down costs. Technology can help achieve that goal – when the right tools are used.
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comcast, technology, business, blueprint, plan
    
Comcast Business
White Paper Published By: Trustpilot     Published Date: Nov 13, 2014
Concerns about online reviews are invariably based on misconceptions that don't hold up when faced with reason. This whitepaper lists some of the most common myths holding businesses back from embracing the true power of online reviews.
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trustpilot, online reviews, customer feedback, customer service, reviews
    
Trustpilot
White Paper Published By: Bazaarvoice     Published Date: Nov 05, 2014
Thanks to social, consumers are more vocal than ever and their opinions are influencing the purchase decisions of consumers all across the web. Learn how to turn social data into strategic business advantage with nine guiding insights to improve your bottom line today.
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bazaarvoice, business results, business insights, social segmentation, product innovation
    
Bazaarvoice
White Paper Published By: CA Technologies     Published Date: Oct 22, 2014
This paper outlines why legacy service desks and even newer platforms have not delivered on expectations, it describes the requirements for a service desk solution to be truly effective in today’s business environment and it details how CA Cloud Service Management delivers on these key requirements.
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service desks, service management platforms, service desk solutions, failing service desks, saas
    
CA Technologies
White Paper Published By: CA Technologies     Published Date: Oct 22, 2014
This paper outlines why legacy service desks and even newer platforms have not delivered on expectations, it describes the requirements for a service desk solution to be truly effective in today’s business environment and it details how CA Cloud Service Management delivers on these key requirements.
Tags : 
service desks, service management platforms, service desk solutions, failing service desks, saas
    
CA Technologies
White Paper Published By: CA Technologies     Published Date: Oct 22, 2014
This paper outlines why legacy service desks and even newer platforms have not delivered on expectations, it describes the requirements for a service desk solution to be truly effective in today’s business environment and it details how CA Cloud Service Management delivers on these key requirements.
Tags : 
service desks, service management platforms, service desk solutions, failing service desks, saas
    
CA Technologies
White Paper Published By: IBM     Published Date: Oct 01, 2014
How can organizations tap into the vast flow of data, weed out the information that matters, and then link that meaningful sentiment to specific customers? This ebook explores how an enhanced 360-degree view of the customer optimizes and facilitates more personalized customer interactions.
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marketing, business strategy, customer service, big data, it management
    
IBM
Case Study Published By: IBM     Published Date: Sep 16, 2014
In 2013, Bon Ton Stores invested in upgrading IT, continuing to update and expand its eCommerce sites, and launching a new mobile site supporting delivery of promotions and online purchasing. A central aspect of this technology upgrade involved the replacement of an x86 server environment, supporting eCommerce with ten IBM® PowerLinux™ 7R2 servers and IBM PowerVM® running IBM WebSphere® Commerce on SUSE Linux operating systems. This case study highlights of some of the key aspects of this significant migration and its results, including how Bon-Ton IT executives support the business and what they prioritize, why they decided to make this move, what performance and capability resulted, and how it affected full data center costs and business resilience.
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stack costs, online purchasing, promotion delivery, mobile retail, application performance management
    
IBM
White Paper Published By: LogMeIn     Published Date: Sep 16, 2014
This eBook examines modern collaboration and includes six basic tips to change the way you run meetings.
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join.me, online meetings, video conferencing, web conferencing, tips to run meetings
    
LogMeIn
White Paper Published By: Sitecore     Published Date: Sep 15, 2014
Get the PDF to learn how Sitecore is innovating our products to help world-class marketers know every customer and shape every customer experience. Discover why it’s never been simpler.
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platform, customer, experience, simpler, marketers
    
Sitecore
White Paper Published By: MicroStrategy     Published Date: Sep 09, 2014
Improve revenue, loyalty, and productivity while controlling costs. It’s a given: Most shoppers are now armed with a mobile device when they enter a retail store. They are highly informed and expect retail employees they interact with to be at least, if not more knowledgeable about a store’s products, promotions, and services. This white paper outlines the 5 key benefits of a winning mobile app strategy, including new ways retailers can effectively leverage mobile technology as a competitive advantage. With the average shopper looking at their phone more than 150 times a day, learn how leading retailers leverage mobile technology to: Enhance customer experience Drive sales Boost customer loyalty Achieve operational efficiencies Download this white paper to find out how retailers with a powerful, effective mobile app program in place can win the battle for shoppers’ eyes and ears — and wallets.
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mobile apps, customer experience, customer loyalty, operational efficiencies, mobile technology
    
MicroStrategy
Free Offer Published By: Rackspace     Published Date: Aug 28, 2014
In this webinar an expert panel will examine the infrastructure needs of customer-facing applications by examining the challenges faced by businesses in the most demanding industries.
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rackspace, cloud applications, customer service, consumer applications, ebusiness
    
Rackspace
Free Offer Published By: bitglass     Published Date: Aug 19, 2014
In this Gigaom Research Webinar, we will separate the real threats from the hype, identify the most common forms of security breaches, and discuss the tools and processes businesses can put in place to minimize exposure and damage.
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bitglass, saas, saas security, crm, microsoft
    
bitglass
White Paper Published By: TIBCO     Published Date: Aug 18, 2014
Today, the open API is one of the most powerful sources of competitive advantage. It comes down to the potential of your data and services. Download this new eBook to learn how a well thought-out API strategy can help you compete and grow in new ways.
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tibco, api, byod, end user intelligence, business intelligence
    
TIBCO
White Paper Published By: ClickSoftware     Published Date: Aug 13, 2014
This paper highlights the how field service performance and timely issue resolution impacts customer experience and details how Best-in-Class organizations are creating an environment centered on delivering exceptional customer service.
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optimize field service, the imapct of customer service, cloud, mobile computing, mobile data systems
    
ClickSoftware
White Paper Published By: CA Technologies     Published Date: Aug 01, 2014
This paper offers a look at the obstacles of prior generations of service management platforms, and it reveals how a new generation of solutions addresses some of these fundamental limitations.
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service desks, service management platforms, service desk solutions, failing service desks, saas
    
CA Technologies
White Paper Published By: MEDHOST     Published Date: Jul 03, 2014
Click here to discover how MEDHOST YourCareCommunity can help enhance patient and physician experience, engagement and value.
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medhost, patient care, patient portal, patient database, patient engagement
    
MEDHOST
White Paper Published By: Gigya     Published Date: Jun 06, 2014
This white paper will go over three ways user anonymity can negatively affect ROI for businesses and lead to poor customer experiences.
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gigya, anonymity, user data, social networking, social networks
    
Gigya
White Paper Published By: Dell Software     Published Date: May 02, 2014
These interviews with three Foglight customers underscore UEM’s diverse appeal, its essential values to IT, and Foglight’s proven versatility in supporting the multiple faces of UEM.
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dell, dell software, foglight, dell foglight, user experience management
    
Dell Software
White Paper Published By: LogMeIn     Published Date: Apr 24, 2014
This Harvard Business Review provides valuable insights into the truth about the customer service experience.
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customer experience, customer journey, rescue, harvard, customer interaction
    
LogMeIn
White Paper Published By: Interactive Intelligence     Published Date: Apr 23, 2014
Customer Experience (CX) and Net Promoter Score (NPS) are two of the benchmark measurements companies now use to gauge customer satisfaction. And to understand how budgetary decisions impact CX and NPS outcomes, companies are turning to advanced contact center technology for strategic planning and big data. But business requirements to manage these outcomes successfully must incorporate back-office operations as well as the contact center. Read why.
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contact center, contact center strategy, customer experience, optimization, strategic planning
    
Interactive Intelligence
White Paper Published By: Bronto     Published Date: Mar 28, 2014
A love-infused tale of how email strategy may just save your relationships' or end them. This entertaining and informative paper explains how analyzing a small set of key metrics will provide answers to the big questions around declining engagement rates.
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bronto, matketing, email marketing, subscribers, list serve
    
Bronto
White Paper Published By: Oracle     Published Date: Mar 18, 2014
Recent Aberdeen research conducted for Motivate, Incent, Compensate, Enable: Sales Performance Management Best Practices (January 2013) reveals a number of specific best practices that sales leaders — and their vital sales operations support teams — can adopt, in order to create more opportunity for them to achieve Best-in-Class performance. This Research Brief isolates a number of core competencies and technology enablers that are proven paths to superior corporate and sales-specific results.
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oracle, sales management, sales performance, best practices, sales teams
    
Oracle
White Paper Published By: Oracle     Published Date: Mar 04, 2014
This document aligns to the Customer Experience (CX) Value Equation defined by Oracle as a method to identify and measure the value of CX. Within the value equation there are three important areas of business focus, or CX practice areas: Acquisition, Retention, and Efficiency. Each area has strategic and operational areas of measurement, or Key Performance Indicators (KPIs).
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oracle, oracle cloud service, customer experience, key performance indicators, acquisition
    
Oracle
White Paper Published By: Jive Software     Published Date: Feb 24, 2014
This IDC study addresses the management challenges and subsequent best practice outcomes that can be achieved through the integration of existing enterprise social network tools with other networks or enterprise applications.
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jive, idc, social business, social software, integration
    
Jive Software
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