Businesses today are shifting from pushing individual products and services to building long-term customer relationships. These changes shift the firm’s focus from product profitability to customer profitability, as measured by metrics such as customer lifetime value (CLV), a forward-looking indicator of customer profitability. A key contributor to CLV is customer experience (CX), which is (in turn) influenced by customer communications management (CCM). Having data analytics in place for measuring, predicting, and controlling these factors is becoming a competitive differentiator for businesses today.
This white paper, which is sponsored by OpenText, explains how CCM facilitates the customer journey and so helps to maximize CLV and discusses the importance of CX and analytics in this process. It also introduces and briefly describes OpenText’s new CCM offering: OpenText Communications Center.
This exclusive Aberdeen Group report covers Customer Experience. It highlights the top priorities that are driving Customer Experience (CX) programs in 2017 and beyond.
Here is an exclusive IT report on customer experience. It looks at how organisations can orchestrate an exceptional digital customer experience.
Take your communications to the next level with these five best practices.
A headless CMS architecture with a fully decoupled content production/database system and content delivery system offers many compelling benefits, particularly in evolving technical environments dealing with constantly morphing, emerging requirements from marketing and line-of-business departments. By adopting a headless CMS approach, firms can be well positioned to flexibly embrace whatever new devices, touchpoints, and software emerge.
Here is an exclusive Digital Clarity Group report on customer service. It looks at drawbacks of traditional customer feedback methods, and looks at how to adopt a more proactive approach.
This is an exclusive Aberdeen Group report on marketing. It introduces the concept of job-based marketing and shows how it differs from account and persona-based marketing.