Today’s customer experience management (CEM) programs require the involvement and collaboration of all key stakeholders within the enterprise. Aberdeen Group believes that two of these stakeholders are the CIO and CMO, and they must be aligned to drive superior customer and corporate value.
Despite spending many billions of dollars on Customer Relationship Management projects, poor customer service is still pervasive. Those projects that have succeeded have recognized the central role of a process-oriented approach. By understanding and supporting both the processes within the organization and those that exist between the fi rm and its customers, the enterprise can reduce costs, take agility to the next level, and at the same time, build truly effective relationships that customer’s value. (1) The net result is top line growth at the expense of competitors, all the while driving down costs. Read on.
Read here how Crazy John’s chose Sword Ciboodle to provide their contact centre and retail stores with a comprehensive and consistent view of all customer information across all service channels. Integration to more than 25 backend systems provide real-time payment processing at point of sale, and fully leverage existing technology investment. Operational dashboards optimise business decision making capability, giving management a dependable view of actual as well as pipeline sales. Driven by Sword Ciboodle’s agility, Crazy John’s can now add new mobile virtual network operator partners and uniquely branded and bundled product suites. Read on.
Private clouds enable on-demand access to a shared pool of servers, storage, applications or IT services. Database consolidation streamlines IT infrastructure by reducing the number of databases and the number of database servers. Companies that have consolidated databases in a private cloud have cut downtime, management costs, security risks and capital expenses. At the same time, they have increased performance, availability, data quality and decision-making agility. Read more.
The information technology industry is undergoing a paradigm shift in the way computing resources are procured. Cloud computing is emerging as a key area of focus for CIOs and IT decision makers due to its ability to save costs, increase business agility and deliver IT in an on-demand manner. This paper provides insights into the adoption of cloud computing in Asia Pacific and the cloud implementation roadmap, as well as achieving cloud monitoring and service management through IT Management-as-a-Service.
Customer acquisition and retention is key to business survival, and with today's web-savvy consumers and business users, nowhere is the difference between good and bad service more keenly apparent than online. Protect revenue and accelerate growth - learn how to offer visitors a superior web experience.
This white paper expands on the idea of Complete CRM – how businesses can better engage customers and users, manage customer transactions, and analyse results to adapt and take advantage of changing circumstances. Realise greater value from CRM, read more.
The best CRM evaluations are conducted by analysing a combination of vendor criteria in addition to assessing product features and functionality. This white paper summarises the key questions every organisation should ask of a vendor. Read on now.
Forbes Article: Oracle Sales Cloud is the Secret Sauce Behind Oracle's Success Read how Oracle Sales Cloud helped Oracle increase annual revenue to $37 billion.