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Forrester’s Customer Experience Forum 2012

May 11, 2012 by Erin Polka
with 23 views
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artenot/shutterstock.com

This year, Forrester’s Customer Experience Forum will feature case studies, data, business models, and tools from its upcoming book, Outside In: The Power of Putting Customers at the Center of Your Business. It will show you how leaders in industries like financial services, retail, media, and telecommunications take control of the factors that make or break customer experience at their organizations with tools including ecosystem maps and the six disciplines of customer experience. [read more]

Connecting the Enterprise: The VMware - Lithium Technologies Partnership

May 8, 2012 by Michael Fauscette
with 71 views
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As I often tell audiences, just opening up channels to the customers without making sure their own employees can actually collaborate with each other is a recipe for disaster. I'm not saying one initiative is more important than the other, but they are in fact halves of the same process. Building a collaborative and connected business is more than opening up the conversation with the customer. [read more]

Building Brand One Customer at a Time

April 26, 2012 by Erin Polka
with 117 views
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Brands within the hospitality industry are constantly evolving as they respond to consumer needs, market conditions and changes in the competitive landscape.  In response to years of a struggling economy, many of these brands aimed to increase their value proposition by offering more services to their guests, lower rates or more... [read more]

How a Free Burrito Turned into A $55 Parking Ticket and a Great Customer Experience

April 23, 2012 by Brent Leary
with 157 views
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Bryan Solomon/shutterstock.com

The bottom line in the stories and other information Matt shared is that it’s important to keep up with the social customer – who’s adopting and adapting to technology in an continuously quickening pace. And in order to do that, you have to be committed to this philosophy of over-servicing them….by all means (and channels) necessary. [read more]

How SEO is Like Customer Service

April 23, 2012 by Eric Siu ✓
with 192 views
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HomeArt/shutterstock.com

Good customer service and good SEO is hard to come by because not many people are willing to put in the work. All it really comes down to is working harder than your competitors and caring about your customers so much that will ‘wow’ them. [read more]

What Data Scientists Must Learn About Customers

April 16, 2012 by Brett Stupakevich
with 239 views
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While social, web, mobile, and other sources of customer data can help companies develop richer views of their customers, data analysts who work with this data need to develop a greater understanding about what makes customers tick. [read more]

For E.piphany (Infor), It’s Back to the Future

April 5, 2012 by Esteban Kolsky
with 156 views
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Christos Georghiou/shutterstock.com

Trust me, you don’t want to be between a marketer and their working campaign management tool, no matter what you have to offer. I have seen it with many vendors, and last week I saw it with Infor (nee E.piphany). [read more]

Should You Divorce Your Customer? CRM Analytics Can Tell You If It’s Time to Split

April 4, 2012 by Brett Stupakevich
with 138 views
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With the economy perched on a recovery, is it time for you to divorce any of your customers? Customer relationship management (CRM) analytics can help you uncover actionable insightabout the customers who actually may be costing you money to acquire, service and retain. [read more]

Moxie Consolidates Software Solutions

March 22, 2012 by Esteban Kolsky
with 46 views
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shutterstock.com

The value of a Facebook like or Twitter follower can be discussed (and “calculated”) forever, but it pales in comparison to the value that feedback, knowledge-sharing, and collaboration bring to an organization. To leverage this power properly an organization must have the ideal infrastructure to support communities to engender data, knowledge, and feedback. [read more]

The Power of Customer Decision Management

March 14, 2012 by James Taylor
with 51 views
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I believe that Customer Decision Management, a focus on decisions to ensure that the action you take each time you interact with a customer is the right one, is an approach whose time has come. 4 years ago I wrote a series of posts on using Decision Management for a 21st Century customer experience but few examples existed. Now companies are really building the kind of Customer Decision Management applications Rob discusses – Decision Management Systems for customer treatment. [read more]

So, what is Digital Analytics then?

March 12, 2012 by Akin Arikan
with 332 views
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...as the digital and physical worlds are increasingly intertwined, digital analytics are becoming a key intelligence for business decisions and CRM, not just channel optimization or making page content/layout better. [read more]

How to Begin Analyzing Social Media

February 29, 2012 by Jennifer Roberts
with 494 views
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Photo by garlandcannon via Flickr

For many companies social media monitoring still represents a number of challenges. There are just so many conversations, so many social media channels that it can be hard to separate actionable consumer signal from noise. But what is noise and what is consumer signal? [read more]

Using Analytics to Identify New Valuable Customers

February 15, 2012 by Antonios Chorianopoulos
with 235 views
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Analytics can be used to guide the customer acquisition efforts. However a typical difficulty with acquisition models is the availability of input data. The amount of information available for people who do not yet have a relationship with the organization is generally limited compared to information about existing customers. Without data you can not build predictive models. [read more]

Sentiment Analytics - The Gold Mine, which you didn't Mine!

February 14, 2012 by Smart Analytics
with 189 views
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To stay on top of your Service Level Agreements, metrics are defined and operational SLA related reporting infrastructure is implemented. What get reported up the management chain too would be the operational SLA reports. The teams that do not meet their SLA’s get punished and the ones who meet their SLA’s get praised for their work. [read more]

Big Data and Rise of Predictive Enterprise Solutions

February 11, 2012 by Harish Kotadia, Ph.D.
with 874 views
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Photo by Angela Thomas via Flickr

Given the three Vs of Big Data, namely Volume, Variety and Velocity (read this for more), challenge before large and medium sized companies is how to unlock the potential of Big Data and productively leverage its value in running the business. In “traditional” Data Analytics or Business Intelligence, focus is more on analysis and... [read more]

Big Data Analytics a Key Enabler for Social CRM – Airlines Case Study

February 3, 2012 by Harish Kotadia, Ph.D.
with 622 views
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Here’s a simple yet very effective example of using analytics for understanding consumer attitudes towards airlines in real time. In this study, Jeffrey Breen has used the R programming language to analyze consumer sentiments about major U.S. airlines expressed on Twitter. [read more]