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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: Gomez IT     Published Date: May 24, 2011
In this paper, addressed are three key areas of concern, and what you can do about them.
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gomez, compuware, high performance, web application optimization, web 2.0
    
Gomez IT
White Paper Published By: Gomez IT     Published Date: May 24, 2011
This white paper addresses best practices for web performance monitoring, and provides guidance on selecting the best approach for your business.
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gomez, compuware, web performance monitoring, web 2.0 application, end-user experience
    
Gomez IT
White Paper Published By: Gomez IT     Published Date: May 23, 2011
Lessons Learned From 35 Website User Experience Reviews Across Six Industries.
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gomez, adele sage, customer experience professionals, website user experience, usability test
    
Gomez IT
White Paper Published By: CA Service Assurance     Published Date: May 23, 2011
IDG Research Services recently conducted a study via the CIO Forum on LinkedIn. The results found that CIOs and IT leaders recognize the business impact of web application performance. It's all about the end user: ensuring customer satisfaction, increasing employee productivity, and lowering IT costs.
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web application performance, cio, end user, idg research services, linkedin
    
CA Service Assurance
White Paper Published By: SDL Web Content Management Solutions     Published Date: Jul 26, 2010
It's hard to believe, but some enterprises still use custom-coded Web content management (WCM)solutions. However, consumer demands have forced firms to shift from just managing and publishing Web sites to the daunting complexities of multichannel customer engagement, and it has becomeuntenable to build and maintain the required tools. With few exceptions, any firm with a custom-coded WCM platform should begin transitioning to a commercial or open source solution. For some firms,open source products offer the attractions of custom-coding with lesser software development and maintenance burdens.
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wcm, web content management, multichannel, sdl, custom code
    
SDL Web Content Management Solutions
White Paper Published By: Senn Delaney     Published Date: Jul 13, 2010
CEOs and their senior leadership of most major corporations are usually highly proficient individuals who run their business units or functions efficiently but they may not work as well together to guide the overall firm.
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senn delaney, customer focused, enterprise leadership, shared service, brand management
    
Senn Delaney
White Paper Published By: Akamai     Published Date: Jun 14, 2010
Looking back to the first iterations of travel Web sites, we can appreciate just how far technology has come. As advancements like high-speed connections began to replace the now archaic dial-up experience, consumers adjusted their expectations and demands of the companies they patronized. To gain a deeper understanding of the status of travelers' current online expectations, Akamai commissioned PhoCusWright to conduct a study examining key elements of the online consumer experience.
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akamai, travel, site performance, phocuswright, customer experience
    
Akamai
White Paper Published By: Qwest Business.     Published Date: Jan 27, 2010
Today's organizations must embrace innovation, achieve a high level of responsiveness and transform customer information and feedback into actionable results.
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qwest business, customer service, feedback, voice and data network infrastructure, telecommunication
    
Qwest Business.
White Paper Published By: En Pointe Global Services     Published Date: Jan 25, 2010
So how do you make sure you will gain the benefits of outsourcing and avoid the pitfalls? We have done the research and drawn from our own experience to bring you.
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en pointe global services, outsourcing, help desk, it service delivery, single point of contact
    
En Pointe Global Services
White Paper Published By: SDL Web Content Management Solutions     Published Date: Jan 22, 2010
This white paper provides examples of how organizations can use BluePrinting technology to achieve a smooth, global Web operation-and explains how organizations can combine Content Management technology with translation technologies for even greater efficiency.
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sdl tridion, a/b, crm, ecm, blueprinting
    
SDL Web Content Management Solutions
White Paper Published By: SDL Web Content Management Solutions     Published Date: Jan 22, 2010
This paper examines the ways in which organizations can tap into Web 2.0 interaction as part of the marketing strategy and tactics to create customer engagement by matching your visitors' passion and to figure out the "best fit" for the new opportunities that present themselves.
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sdl tridion, a/b, crm, ecm, web 2.0
    
SDL Web Content Management Solutions
White Paper Published By: Senn Delaney     Published Date: Dec 15, 2009
A positive customer experience is a critical competitive differentiator it today's stuttering economic climate. Yet consumers are giving companies a failing grade at a time when the need to be customer centric is being put to the test as never before. This whitepaper by Senn Delaney partner and executive vice president Bill Parsons helps leaders consider whether their company's culture is really as customer-centric as it should be.
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senn delaney, customer focused, brand management, customer-centric, employee management
    
Senn Delaney
White Paper Published By: Senn Delaney     Published Date: Oct 22, 2009
To the casual observer, aircraft manufacturer Airbus UK and pharmaceutical giant GlaxoSmithKline (GSK) wouldn't appear to share a lot of common ground. Some would say that the worlds of building airplanes and producing the next blockbuster wonder-drug are light years apart. A closer look shows that these two organizations are more similar than one might initially think.
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senn delaney, gsk, customer focused, brand management, customer-centric
    
Senn Delaney
White Paper Published By: Sage SalesLogix     Published Date: Sep 15, 2009
Your highest priority is to grow your business, and your business tools should help you achieve that goal. Sage SalesLogix provides a complete view of customer interactions across sales, marketing, customer service, and support so your teams can collaborate and respond promptly and knowledgeably to customer inquiries and opportunities.
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crm, customer relationship management, sage, saleslogix, customer centric
    
Sage SalesLogix
White Paper Published By: Senn Delaney     Published Date: Aug 21, 2009
Interview with Ohio State University President Dr. Gordon Gee The Ohio State University President Dr. Gordon Gee discusses his passion and progress on creating a "One University", high-performance culture to take the largest university in the U.S. from excellence to eminence. On the global stage, it is part of his vision to build a new model for the university of the 21st century: more agile, more responsive, less insular and less bureaucratic.
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senn delaney, customer focused, brand management, customer-centric, employee management
    
Senn Delaney
Webinar Published By: Numara Software     Published Date: Jul 16, 2009
Delivering world class customer service in today’s fast paced business environment is becoming more difficult as information and data requires instant access.
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footprints, numara, blackberry, mobile, service desk
    
Numara Software
Webinar Published By: Numara Software     Published Date: Jul 16, 2009
Find out how Numara Track-It! can help you build better processes, manage organizational knowledge and solve problems quickly. Keep issues from falling through the cracks and efficiently manage help desk requests as well as other processes that require request management: • Optimize help desk efficiency with easy to use systems • Empower customers with self service • Improve productivity with automated alerts, notifications and assignments • Reduce diagnostic time with knowledge management • Reduce resolution time with asset and work order history
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help desk, track it, numara, customer management, best practices
    
Numara Software
Webinar Published By: Numara Software     Published Date: Jul 09, 2009
With Numara FootPrints for Customer Service, an award-winning, 100% web-based customer service management solution, you can deliver breakthrough service to customers throughout the world faster, and enhance the quality of your web-based service desk, with less effort than today, and at a low total cost of ownership. Learn more today!
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numara, footprints, service excellence, customer experience, hosting service
    
Numara Software
White Paper Published By: SDL Web Content Management Solutions     Published Date: Jun 01, 2009
Forrester evaluated 11 leading Web content management (WCM) vendors across 190 external site content management and delivery criteria and found that European vendor SDL Tridion has established clear leadership in enabling organizations to manage and deliver persuasive content customer experiences.
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sdl tridion, a/b, crm, ecm, dam
    
SDL Web Content Management Solutions
White Paper Published By: Sage SalesLogix     Published Date: Apr 03, 2009
Workforce mobilization has become a key competitive requirement for most organizations. However, enabling mobility is more than just providing laptops and mobile phones to users and sending them out into the field. It's about selecting the appropriate technologies and developing the right user experience.
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crm, customer relationship management, customer centric, saleslogix, user center design
    
Sage SalesLogix
White Paper Published By: WebEx     Published Date: Apr 02, 2009
The business of taking care of remote hardware and software has never been bigger:-Managed systems and services for retail, point of sale, hospitality, and other distributed operations are a hot growth area.- Enterprise help desks manage an increasingly dispersed array of hardware and software.- Enterprise software providers are moving to managed services and other value added support offerings to preserve margins in the face of increasing price pressure.
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webex, virtual support networks, virtual support network, vsn technology, standard remote management
    
WebEx
White Paper Published By: Senn Delaney     Published Date: Mar 10, 2009
Senn Delaney President and CEO Jim Hart shares surprising results of a Thriving Global Leadership Study of thousands of leaders across 60 industries and 50 countries. The survey discovered a dramatic difference between those who are facing these times of crisis with what is defined as a high-thriving state of mind and those with a lower-thriving state of mind.
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senn delaney, state of mind, high thriving, measurement, customer focused
    
Senn Delaney
White Paper Published By: IBM     Published Date: Mar 04, 2009
The online customer experience, Web 2.0 and the consumerization of technology are driving online sales strategies, as well as the demand for site redesigns and upgrades. Use this Magic Quadrant during vendor evaluation and selection.
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"ibm, ecommerce, web 2.0, magic quadrant, vendor evaluation
    
IBM
White Paper Published By: Sage SalesLogix     Published Date: Feb 10, 2009
The economic downturn means that businesses must capitalize on every opportunity to gain revenue. With the right customer relationship management (CRM) solution, you can protect current revenue streams and unearth new customer revenue opportunities-despite the most challenging market conditions.
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crm, customer relationship management, smb, customer centric, customer-centric
    
Sage SalesLogix
White Paper Published By: Ektron     Published Date: Feb 04, 2009
As Web sites move toward a richer user experience, rich internet applications (RIAs) are becoming the method of choice to dynamically engage site visitors. But even as sites are designed around RIAs built on Microsoft Silverlight and Adobe Flex, businesses and organizations are looking for the best possible ways to manage the data that these Web applications rely on.
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ria, html, rich internet applications, multimedia, data management
    
Ektron
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