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customer experience management

Blog  Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. Continued... Quote of the Day "From a CEM standpoint, it's not enough to understand a...

Last updated: Nov 15, 2018   5:33 PM GMT  |  Blog: Word of the Day: Tech Definitions from
customer experience management

Blog  Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. Continued Quote of the Day "We will see CEM become more integrated with the overal...

Last updated: Dec 15, 2016   5:41 PM GMT  |  Blog: Word of the Day: Tech Definitions from   |      CRM, Customer experience management
digital customer experience delivery platform

Blog  A digital customer experience delivery platform (DCED platform) is software that is used to create and manage structured content. Quote of the Day "The core philosophy of CX isn't limited to customers; it requires a technology investment that shows a customer's activity across all channels and give...

Last updated: Jan 29, 2019   8:59 PM GMT  |  Blog: Word of the Day: Tech Definitions from
customer journey map

Blog  A customer journey map, sometimes referred to as a customer experience map, is a visual representation of the path a customer takes when interacting with a company. Continued Quote of the Day "Combining a customer journey map with the business capability maps created by many EA teams allows corp...

Last updated: Sep 21, 2017   5:47 PM GMT  |  Blog: Word of the Day: Tech Definitions from   |      CRM, Customer experience management, customer experienced testing
Unified Communications Helps Improve Both CRM and CEM

Blog  Companies have focused for years now on CRM- customer relationship management. They want to make sure they have the right tools in place and measurethe right metrics to maximize the value of each customer relationship. Makes sense...for the company. Now, companies are starting to understand and e...

Last updated: Sep 16, 2009   3:24 AM GMT  |  Blog: Unified Communications: Click to talk
Group aims to sharpen focus on customer experience management

Blog  The term customer experience management has come to mean so many different things that it almost has no meaning at all. But one group wants to change that. The Customer Experience Professionals Association (CXPA) was launched in late April and last week reported it had built its ranks to about 200 p...

Last updated: Jun 7, 2011   5:11 PM GMT  |  Blog: Voices of CRM
IT services firm ITC Infotech on data analytics in retail

Blog   Retail is one of the sectors that could benefit the most from data analytics technologies. Many are outsourcing this activity as getting the experts on-board is costly and takes time.Here is a guest blog from Hardeep Singh Garewal, president European operations at Indian IT services specialist ITC ...

Last updated: Jan 29, 2014   1:41 PM GMT  |  Blog: Investigating Outsourcing   |      Uncategorized
Customer journeys provide template for improving workflows

Blog  Customer journey mapping is all about evaluating consumer/company interactions, an eye toward making improvements and providing the best possible experience. While typically associated with customer relationship management (CRM) software, that same methodology can help companies alleviate enterprise...

Last updated: Nov 24, 2015   12:33 AM GMT  |  Blog: The ECM spotlight   |      ECM, Enterprise content management
Modern network Architecture Customer Satisfaction

Blog  Working on the data systems behind the scenes, technical experts tend to see very little of the customer. Traditionally the employee user, with a computer on their desk, is thought of as the IT Department customer. Yet if we look at ecommerce marketing systems like Amazon, people are seldom in...

Last updated: Feb 6, 2012   6:17 PM GMT  |  Blog: Modern Network Architecture
Live Chat with Alcatel-Lucent on April 7 (Sponsored)

Answer  On April 7, attend our Live Chat with Alcatel-Lucent to discuss real-world examples of service providers implementing transformation projects to become more innovative, competitive, simpler, faster and more efficient; while improving customer quality of experience and laying a solid foundation for t...

Last updated: Mar 23, 2011   2:35 PM GMT   |    Alcatel-Lucent, Live Chat, Networking
Seamless authentication and access management: Securing the connected car and customer experience

Blog  The connected car is officially mainstream. With Tesla and other technologically advanced vehicles on the road and in the headlines, other car manufacturers are attempting to catch up to provide a connected car experience to satisfy growing consumer demand. That experience begins with satellite navi...

Last updated: Nov 15, 2016   7:59 PM GMT  |  Blog: IoT Agenda   |      Authentication, Authorization, car
Transform IoT customer experiences through API management

Blog  As technology continues to transform the customer experience and customer expectations consistently rise, enterprises must take necessary steps to differentiate their products and services to deliver on these expectations. In the age of the digital customer, enterprises are constantly moving from th...

Last updated: Jun 26, 2017   5:54 PM GMT  |  Blog: IoT Agenda   |      API, API management, APIs
Live Chat with Alcatel-Lucent on April 7 at 10AM EDT (Sponsored)

Blog  Driving Transformation Plans that Deliver a Customer-Focused Network and IT Infrastructure Technology advancements, end user expectations and new competition from multiple sources have combined to form a powerful attack on the traditional Service Provider approach to doing business. At the same time...

Last updated: Mar 23, 2011   2:17 PM GMT  |  Blog: ITKE Community Blog
What is Post Implementation Review?

Blog  A Post implementation review is conducted after a substantial period from implementation sign-off. This review is to ascertain customer managements and users experience on product in absence of product implementation team. The product has been implemented successfully and the team is gone. Ofc...

Last updated: May 25, 2009   10:00 AM GMT  |  Blog: Quality Assurance and Project Management
BPM builds new paths to customer engagement

Blog  Connected systems are the backbones of all multichannel customer service strategies. Without well-integrated systems, goals such as customer engagement can be near impossible to achieve. Business process management (BPM) software can enable engagement by connecting with customers across touchpoints ...

Last updated: Jul 7, 2015   1:00 PM GMT  |  Blog: CRM in Focus   |      BPM, business process management, CEM
3 Maxims for Customer Delight

Blog  These are challenging times for online retailers. Customer loyalty is short lived and just one unpleasant experience can lead to losing the customer for life. Customers not only expect a great experience across all touchpoints but also demand the best price and an accurate understanding of their nee...

Last updated: Apr 1, 2013   3:59 PM GMT  |  Blog: Terracotta's Real-Time Big Data Blog   |      Big Data, BigData, BigMemory
technology addiction

Blog  Technology addiction is an impulse control disorder that involves the obsessive use of mobile devices, the internet or video games, despite negative consequences to the user of the technology. Continued Quote of the Day "Increasingly, as social media opens up new ways to connect to existing and ...

Last updated: Feb 6, 2018   7:06 PM GMT  |  Blog: Word of the Day: Tech Definitions from
Martha Rogers on Return on Customer and Customer Value

Blog  In this podcast, Martha Rogers, who has co-authored with Don Peppers six books on marketing and customer relationships, discusses her concept of Return on Customer, customer lifetime value and how forward-thinking organizations are measuring the customer experience and customer value. Rogers co-...

Last updated: Aug 29, 2006   7:09 PM GMT  |  Blog: Voices of CRM
How to Improve Your Customer's Experience

Blog  A Consistent Customer Experience Requires Consistency In Managing Voice, Electronic, And Social Interactions Customers expect the same experience every time they interact with a company whether it be when researching a product, completing a sales transaction, or getting customer service over...

Last updated: Jul 18, 2011   8:26 PM GMT  |  Blog: Best Marketing Tips on the Web
Oracle buys FatWire Software for enterprise content management

Blog  Oracle announced this morning that it will buy FatWire Software to bolster its enterprise content management portfolio. FatWire calls itself a "Web Experience Management" (WEM) company, the idea being that companies' connections with their customers are increasingly online. In an announcement, Orac...

Last updated: Jun 21, 2011   2:45 PM GMT  |  Blog: Eye on Oracle
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