This is a CEM tutorial & TCELab introduction presentation we put together for our TCELab Sales Affiliates and Partners -- explains an overview of Total Customer Experience Management, Why your customer's CEO's will love it, your opportunity, and how TCELab's products and services fit into the CEM / Big Data / Customer Loyalty Space.
A must watch for CEM enthusiast or any business professionals interesting in reducing churn.
Find video at: http://www.youtube.com/watch?v=BFPDmM4Ct1E
Or read it in our corporate blog: http://tce.io/tutecast
Video itinerary:
0:00:07 What is Customer Experience Management (CEM)?
0:02:04 Why do CEO’s care?
0:04:15 Why CEM vendor should be excited?
0:07:15 What does CEM Program looks like?
0:07:45 Design of a CEM Program: CEM Program Components
0:11:20 Design of a CEM Program: Disparate Sources of Business Data
0:14:23 Design of a CEM Program: Data Linkage (connecting data to answer different question)
0:17:17 Design of a CEM Program: Integrating your business data (mapping organization silos with survey type)
0:20:58 Design of a CEM Program: Three ways to grow business… why just NPS is not enough?
0:25:40 TCELab product plug but some cross winds of CEM gold information
0:33:10 TCELab CLAAP Platform but some cross winds of CEM gold information
0:39:00 TCELab product execution process, time-lengths & other relevant information around it (information relevant to affiliate networks)
0:43:30 TCELab product lists (information relevant to affiliate networks)
0:52:40 TCELab case study: Kashoo + lot of good information for SAAS companies CEM program
For More, please visit http://www.tcelab.com
This document discusses Enterprise Performance Management (EPM) analytics and was presented by Gary Cokins. It provides an agenda that covers what EPM is, what business analytics is, eight pressures that have increased interest in EPM, and how EPM can act as a value multiplier through integration. Some of the pressures discussed include executives' frustration with strategy failure, increased accountability, and the need for more rapid decision making. The presentation argues that EPM and business analytics can help address these pressures by providing insights, solving problems, and enabling better and quicker decisions.
Get Salesfierce: Transforming Accidental Admins into Bold Leaders!Spanning Cloud Apps
Are you an “Accidental Admin” constantly receiving duplicate or redundant requests, yet haven’t implemented many of your own ideas or best practices? As Admins of companies run on Salesforce, YOU see the big picture and hold vast amounts of cross-departmental knowledge. In this session held at Connections 2018 in Chicago, Nicole Smith, Spanning's Senior Salesforce Administrator, shared how to become a thought leader and change agent at your company by creating a seat at the executive table. Become the driver of innovation at your company while creating yourself as a bold leader. Check out her deck here.
Breaking Call Center Rules: Find Time to Wow CustomersKnowlagent
Knowlagent and Ventana Research shares insights into new research about key operational metrics, including idle time. View these slides to learn which call center rules can be broken in order to provide superior customer service.
This document contains the schedule of sessions at a banking and financial services conference happening from June 2-6. There will be sessions on topics like requirements management, test automation, DevOps, agile development and more. Many of the sessions will involve case studies from major banks and financial institutions discussing their implementations of tools and processes. There will also be workshops, demonstrations, and special events scheduled throughout the conference.
This document discusses using data science techniques to personalize B2B selling and marketing at Salesforce. It describes how Salesforce has applied techniques from B2C domains to segment accounts based on propensity to buy, map customer journeys, and recommend optimal paths. Models use features from customer interactions, usage behavior, and firmographics to predict purchases and prioritize accounts. The goal is to scale Salesforce's sales team and improve productivity through personalized recommendations that maximize customer success and revenue.
This document summarizes the results of a survey conducted by IDC and MSI International between February and May 2007 with 218 respondents worldwide on partner business performance. Some key findings include:
- The majority of respondents were from the US (39%) and Western Europe (20%) and worked at companies with 10-49 employees (53%) that focused on being a VAR (73%).
- Partners in the top quartile for operating profit as a percentage of revenue spent more time focusing on existing customers rather than new customers across sales, marketing, and service functions. They also saw higher average deal sizes with existing customers.
- The document recommends designating an existing customer champion to focus efforts on prioritizing communications and executing
The document discusses how business intelligence (BI) is the top priority for chief information officers according to Gartner. It outlines typical business pressures like accelerating planning cycles and ensuring accurate and timely reporting. Traditional BI solutions have limitations like slow development times, labor-intensive report writing, and lack of security and control over reporting. The document then introduces 1KEY as a next-generation BI solution that provides real-time insights from multiple data sources with dynamic analytics and reporting capabilities. 1KEY aims to help businesses across various domains and roles achieve different levels of BI maturity for top-line growth and bottom-line improvement.
Our Configure, Price, Quote (CPQ) Solution Study covers one of the six categories presented in our Sales Enablement Best Practices Report. As the name implies, Configure, Price, Quote (CPQ) solutions provide functionality to support complex sales transactions. CPQ systems enable sales teams to custom design or configure a solution for a customer from different product sets, options or piece parts; price the solution appropriately and prepare a quote for the customer in a negotiated sales situation.
We define CPQ as comprising the strategies, processes, technologies and tools that support the organization’s ability to effectively configure products/services from a set of options, price a customized solution based on relevant internal and external factors and provide a digitally generated quote for customer signature and payment.
This study covers the following sections:
- Executive Summary
- What is Configure, Price, Quote?
- Benefits of CPQ
- The CPQ Solutions Landscape
- CPQ Deployment Lifecycle
- Vendor Selection Criteria
- Action Plan
- Analyst Bottom Line
- About the Research Analysts
- Our Solution Study Methodology
- About Demand Metric
There are 8 premium tools & templates linked inside of this solution study:
- CPQ Readiness Assessment
- Sales Enablement Framework
- CPQ Strategy Scorecard
- CPQ Vendors Matrix
- CPQ System RFP Template
- CPQ Vendor Evaluation Matrix
- MarCom Plan Methodology
- CPQ Program Metrics Dashboard
To obtain this document, visit us at http://www.demandmetric.com/register
Make money with big data by organizing your company around your customers. I presented this deck at the Cybera Big Data #cybersummit 2012 in Banff, Canada. In it, I talk about customer loyalty, how to use driver and linkage analysis to sort out both what's important to your customers and what will drive sustainable revenue for your business. Case studies include a SaaS software company, and U.S. Hospital patient experience data based on HCAHPS patient surveys from 4,610 health care facilities nationwide.
S&OP and Demand Management 2016 Summary Charts - 16 AUG 2016Lora Cecere
Summary: S&OP and Demand Management Study Summary Charts. Based on an online survey conducted by Supply Chain Insights (February 12-May 26, 2016). The objective of the survey was to understand the current state of decision-making processes (S&OP and demand management were the focus) and their respective technologies. The results are among 79 respondents: manufacturers, distributors, and retailers who are familiar with the S&OP and/or demand management processes at their company.
These are slides I used to keynote the inaugural MarTech Delhi event in India. It covers the topic of CX (Customer Experience) and provides practical advice to build a roadmap and strategy for your organization.
Workshop ISPIM 2020 - Massive Collective Intelligence: how will the Covid19 c...bluenove
The presentation by Martin DUVAL (Co-Founder at Bluenove) about HOW MASSIVE COLLECTIVE INTELLIGENCE IS TRANSFORMING INNOVATION MANAGEMENT during a workshop at the ISPIM online conference on June 9th, 2020.
The agenda was:
1) Why massive collective intelligence mobilization is a key lever that innovation managers should activate and lead
2) What different timings and types of operational and strategic plans could be addressed
3) What methodologies and digital technologies should be used
4) What key success factors to consider
5) How this may change the new role of innovation management in the long term
The Future of Procurement Technology with Hugo Evans of A.T. KearneyScout RFP
Successful procurement technology has one job, a north star: to provide a robust yet easy-to- use system for transforming needed goods and services into value for a company so that it can excel at its own business. According to Hugo Evans, Vice President at A.T. Kearney, we are at an inflection point, largely driven by the emergence of more flexible, user-friendly procurement technologies.
Improve Service Quality Through Enterprise Feedback ManagementSpectos GmbH
How are companies improving their service quality with enterprise feedback management systems? Spectos has compiled a list of tips and hints about how to improve company performance by measuring customer satisfaction.
- Over 95,000 customers were invited to take a survey about their satisfaction. As of January 23rd, 2,563 customers had responded, a 3% response rate.
- So far, 63% of respondents provided written feedback totaling 1,445 comments. Several customer groups were excluded from the survey.
- A reminder was sent to non-respondents. Additional responses are still needed from certain business areas to achieve statistically valid scores.
- Customer comments and survey results will be analyzed to identify key themes about areas that need improvement and those performing well. Insights from verbatim comments provide additional context.
Improving the customer experience using big data customer-centric measurement...TCELab LLC
This presentation provides an overview of some of the content of my new book, TCE: Total Customer Experience. In the presentation, I discuss customer experience management, customer loyalty, the optimal customer survey, the value of analytics and using a Big Data customer-centric approach to improve the value of all your business data.
For More, please visit http://www.tcelab.com
Customer Experience Management for StartupsTCELab LLC
Dr. Bob E Hayes: I was invited to give a talk at Eastside Incubator on how startups can incorporate customer experience management into their companies. These are the slides. You can read my blog post on this topic (http://businessoverbroadway.com/three-customer-experience-management-tips-for-startups) that are a good complement to these slides.
For More, please visit http://www.tcelab.com
My slides for presentation in Copenhagen 11 November 2011 on Creative Commons at the "Sharing is caring: Digitized cultural heritage for all" seminar organized by the Association of Danish Museums
Michael McCleary gave a presentation about going mobile and developing apps and mobile websites. He discussed the history and growth of mobile technology. Smartphone adoption has increased dramatically in recent years. Mobile commerce is also growing rapidly, with many consumers now shopping and making purchases on their phones. For businesses, developing a mobile presence through a website or app can increase sales and profits by reaching customers on the go. While apps may be better for certain uses, mobile websites typically have lower costs and work across different devices. The future will continue to be driven by mobile as more activities shift to smartphones and tablets.
The document discusses various networking topologies, cable types, connectors and wiring standards. It covers standard cable types like CAT3, CAT5, CAT5e, CAT6 and their properties. Common connector types like RJ-11, RJ-45, BNC and SC are identified. Wiring standards like 568A and 568B are explained. Different physical media like coaxial cable, twisted pair cable and fiber optic cable are described in detail.
This document does not contain any meaningful information beyond repeating the word "Next" multiple times. It provides no context or details that could be summarized succinctly in 3 sentences or less.
The document discusses improving collaboration between business and IT teams when implementing a new CRM system at Procter & Gamble Professional. It emphasizes starting with leadership alignment on goals, breaking down functional silos, focusing on business value through a phased approach, and strong project management to drive adoption. Key lessons include defining a clear business purpose, establishing guiding principles, and measuring success based on value delivered to the business.
Trying to figure out if embedded analytics are for you?
According to Gartner Research, more than 90% of business leaders view content information as a strategic asset, yet fewer than 10% can quantify its economic value. Read this guide to learn why you should be leveraging an asset you already own--data--to build relationships, increase retention, and drive revenue.
Make money with big data by organizing your company around your customers. I presented this deck at the Cybera Big Data #cybersummit 2012 in Banff, Canada. In it, I talk about customer loyalty, how to use driver and linkage analysis to sort out both what's important to your customers and what will drive sustainable revenue for your business. Case studies include a SaaS software company, and U.S. Hospital patient experience data based on HCAHPS patient surveys from 4,610 health care facilities nationwide.
For More, please visit http://www.tcelab.com
Enterprise Business Intelligence From Erp Systems V3guest3be51a
This document discusses strategies for extracting enterprise business intelligence from ERP systems. It covers challenges in providing useful enterprise information, the importance of business value alignment, metrics alignment, and leveraging canonical data integration to enable BI from multiple data sources. Key lessons include starting with business objectives, defining actionable metrics, addressing data quality issues, and gaining stakeholder buy-in through communication and demonstration of business value.
Today’s marketing leadership is being tasked with creating lasting relationships and loyalty among their customer base.
Yet so much of how we engage with customers and prospects is campaign driven, activating specific actions in a single moment in time.
As the development of a robust and connected customer experience strategy becomes the linchpin to CMO success, the question is now more important than ever: Can loyalty and advocacy be built…and how?
This presentation walks through some of the challenges and considerations CMO need to explore in order to reframe how their brands engages their customers like never before.
How to Drive Top-Line Growth with Customer Success Management MetricsGainsight
This presentation is all about growing your top-line revenue by leveraging Customer Success Management metrics.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
The Scalable Way: Unlocking Data To Drive Great Customer Experience and Conve...VWO
Watch this webinar to understand how some of the leading Fortune 2000 organizations have built a robust and scalable process to turn data into insights, and to use insights to elevate their CX leading to drastically higher conversions and in turn Revenue/ROI.
The Science of Incentive Compensation Programs: The DNA of What WorksProformative, Inc.
Acquiring, retaining and motivating the right talent continues to top the list of challenges identified by CFOs and other C-Suite executives at companies of all sizes. Incentive compensation plans that miss the mark can damage any company’s profitability, and even put the future of a company at risk. Yet, despite with the availability of data to better understand the behaviors of customers and those tasked with engaging and managing them, incentive compensation design and management still often fails to get its due.
Join us as Erik Charles, Principal Incentives Strategist, Xactly explains the science of an effective incentive compensation program including the essential components of its DNA.
[Webinar] The Scalable Way: Unlocking Data To Drive Great Customer Experience...VWO
Watch this webinar to understand how some of the leading Fortune 2000 organizations have built a robust and scalable process to turn data into insights, and to use insights to elevate their CX leading to drastically higher conversions and in turn Revenue/ROI.
Why Marketing is Broken, and how Time to Value fixes it!edynamic
This document discusses how edynamic helps companies realize return on investment from their digital marketing investments using the Sitecore Experience Platform. It outlines edynamic's Time to Value methodology, a structured workshop and delivery offering designed to quickly harness Sitecore's capabilities. The methodology involves 4 steps - Engagement Analytics, Rules Based Personalization, Profiling & Predictive Personalization, and A/B Testing. It is intended to rapidly enable marketing optimization and deliver quick wins within 30 days to see maximum benefit and ROI from a Sitecore investment. The outcomes include a scope for marketing success, digital goals, personalization opportunities, profile definitions, and suggestions for A/B tests.
The document discusses building a data framework to drive revenue through marketing analytics. It outlines setting goals and getting alignment across stakeholders on key performance indicators (KPIs) and processes. It also discusses validating the appropriate technology stack to collect and analyze structured marketing data. Specific KPIs mentioned include traffic sources, lead funnel metrics, and stage and channel performance to understand marketing impact. The framework is meant to be iterative and adaptive to continuously improve performance.
The document provides an overview of The Value Management Company, including its consulting services in areas such as CRM, sales performance management, and governance, risk and compliance. It then discusses software-as-a-service (SaaS) and how this delivery model provides benefits over traditional on-premise software. Specific SaaS solutions from Salesforce.com and other vendors are presented, along with their capabilities and advantages for customers.
Through the Eyes of the Connected Consumer: Gain Visibility and Insights to I...Perficient, Inc.
ind out why 30% of Fortune 100 companies rely on IBM Tealeaf to help them become customer-centric organizations that deliver better digital customer experiences. In this slideshare, we look at real customer implementation stories and discuss how your organization can:
Increase conversion and adoption rates
Better understand online customer behavior
Eliminate roadblocks that erode customer satisfaction
Pinpoint and resolve the issues that have the most significant impact on revenue
Valuation Process Exploring Industry KPIS and Their ImpactMY Valuation
KPIs measure business performance and progress towards their goals through tracking the effectiveness of projects, processes, campaigns, and strategic changes.
The slides from a joint Atrium & Data Strategy Magazine Seminar. It covers Singel Customer Views, CRM, Permission-based Marketing, Social media and much more
Raise your Brand's Analytics IQ with Salesforce EinsteinGib Bassett
From Salesforce Connections 2019: Advanced analytics like Machine Learning are typically the purview of only large companies with Data Science and Data Engineering teams. Einstein is all about bringing the power of data science to everyone, at scale, and often transparently so you don’t know it’s there working to improve a critical business process. Whether your company has a Chief Data Officer or not, chances are it’s interested in partaking in the AI revolution. Companies that achieve the greatest value from analytics look across their business for improvement opportunities – and Consumer Goods companies are no exception. In this session, see all the use cases enabled by Einstein that help you deliver more seamless and profitable consumer experiences. Take away a plan to chart your own course to raising your company’s analytics IQ with Salesforce!
This document provides an overview of performance measurement and discusses key concepts. It covers:
- The purpose of performance measurement is to provide perspective on past, present, and future performance to facilitate improvement.
- Indicators should be developed based on goals and track critical success factors over time. Both lagging and leading indicators are needed.
- Indicators can characterize internal vs. external performance and process vs. outcome measures. A balanced set is ideal.
- Performance measurement maturity evolves from basic budget and cost tracking to continuous learning and improvement culture.
The document discusses an agenda for a sales ROI benchmarking track at a conference. It includes a safe harbor statement, outlines the agenda which will discuss ROI case studies from SunTrust Bank and Bennett's Business Systems, and provides contact information for the presenters. Key metrics for an ROI model are identified such as satisfied customers, leads, deals closed, and case resolution rates. The document also discusses how Salesforce can help improve these metrics.
Similar to Total Customer Experience Management Overview #TCE #CEM -- The Why, What and How (20)
How to get ISBN for Books
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Taming the Mind Embracing Mindfulness with Mental NotingSarahWawrzyniak1
Ever feel like your mind is a runaway train, chugging along with thoughts you didn’t even realize you were having? You’re not alone! Our thinking minds are incredible, but they can also be major sources of distraction. Some thoughts are neutral, others positive and helpful, but for many of us, especially those prone to worry, many of these thoughts can turn negative pretty quickly. The result? Feelings of anxiety, depression, and overwhelming emotions can leave us feeling disconnected from ourselves and others.
But don’t worry! There’s a nifty technique called mental noting that can help you regain control. This exercise encourages you to become more aware of your thoughts and emotions, which can reduce the chances of being swept away by them.
The Benefits of Mindfulness Practices for Mental Clarity and Focus.pptxVinod Adani
Physical activity tends to be better when we take good care of our minds. Practicing mindfulness energizes an individual so that they feel wholesome while fulfilling their obligations. Physical activities can vary from doing a field job to sitting in a chair for 9 hours. As per Vinod Adani, one should practice meditation before going to their workplace, it can help them to be focused and concentrated the whole day.
Life 3.0-Being Human in the Age of Artificial Intelligence.pdfDragan704596
Contents
Cover
Also by Max Tegmark
Title Page
Copyright
Dedication
Acknowledgments
Prelude: The Tale of the Omega Team
1 Welcome to the Most Important Conversation of Our Time
A Brief History of Complexity
The Three Stages of Life
Controversies
Misconceptions
The Road Ahead
2 Matter Turns Intelligent
What Is Intelligence?
What Is Memory?
What Is Computation?
What Is Learning?
3 The Near Future: Breakthroughs, Bugs, Laws, Weapons and Jobs
Breakthroughs
Bugs vs. Robust AI
Laws
Weapons
Jobs and Wages
Human-Level Intelligence?
4 Intelligence Explosion?
Totalitarianism
Prometheus Takes Over the World
Slow Takeoff and Multipolar Scenarios
Cyborgs and Uploads
What Will Actually Happen?
5 Aftermath: The Next 10,000 Years
Libertarian Utopia
Benevolent Dictator
Egalitarian Utopia
Gatekeeper
Protector God
Enslaved God
Conquerors
Descendants
Zookeeper
1984
Reversion
Self-Destruction
What Do You Want?
6 Our Cosmic Endowment: The Next Billion Years and Beyond
Making the Most of Your Resources
Gaining Resources Through Cosmic Settlement
Cosmic Hierarchies
Outlook
7 Goals
Physics: The Origin of Goals
Biology: The Evolution of Goals
Psychology: The Pursuit of and Rebellion Against Goals
Engineering: Outsourcing Goals
Friendly AI: Aligning Goals
Ethics: Choosing Goals
Ultimate Goals?
8 Consciousness
Who Cares?
What Is Consciousness?
What’s the Problem?
Is Consciousness Beyond Science?
Experimental Clues About Consciousness
Theories of Consciousness
Controversies of Consciousness
How Might AI Consciousness Feel?
Meaning
Epilogue: The Tale of the FLI Team
Note
The Most Helpful Book Ever Published!!!!THOMASANTTI1
Having an interest in Psychology and Sociology led to exploring the behavior and personality of people.
The college years resulted in a degree in psychology at Roosevelt University located in Chicago.
With this knowledge further research continued to develop a new science revealed in a book.
This book known as "The Most Helpful Book Ever Published" took ten years to prepare and a lifetime to master so, it could be made very easy for others to comprehend.
The introduction of this interesting book begins as a journey starting with the old way of understanding personalities and progresses up to the new way of understanding personalities through a hidden science recently discovered.
The search began with a remarkable approach.
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Pretty soon many concepts and behaviors about human personality were uncovered that no one had ever seen.
These findings could not be left alone all by themselves.
Next, they were labeled and placed into a new category of science that would help reveal to anyone reading about them how personalities are formed by nature.
Today you can read about this precious discovery that took a lifetime to master and another ten years to carefully prepare so that everyone could easily comprehend this incredible material now presented in a book called:
The Most Helpful Book Ever Published.
The mission is to make this work of literature so incredible that people can take a quick snapshot x-ray of their personality.
This means no more struggling in your life trying to guess:
What you are good at?
Who your best companion is?
Or what career you are cut out for?
Here you will learn the shocking truth about your personality, instantly detecting what nature has intended for you.
This rare work of literature was written with the following strict guidelines that were more difficult than any doctor program at any university.
First, it must be a new scientific discovery that no mind has ever touched.
Second, it must be non-fiction.
Third, it must receive an official registration of copyright by the United States Government.
This book is certainly very informative, and you will learn fascinating concepts to understand people better.
Remember, that ten years went into writing this informative material.
The official copyright was established and recorded in the United States in the year 2022.
This is a very rare original work that can't be found anywhere else.
If you have a hobby or are a professional book collector or are thinking about starting a book collection you can add value to your collection by collecting this first signature edition offered here.
Add, The Most Helpful Book Ever Published, to your collection now.
Entrepreneurship is a journey filled with challenges, failures, and triumphs. Success does not come easy, especially in the competitive world of business.
However, many successful entrepreneurs have defied the odds and built empires from scratch through hard work, perseverance, and passion. Their stories serve as a source of inspiration for aspiring entrepreneurs who dream of making it big in the business world.
In this article, we will explore the inspiring journeys of successful entrepreneurs and learn valuable lessons from their experiences.
The Interplay of Emotional Intelligence and Personality Development: Insights...Tim Han Success Insider
Discover the critical connection between emotional intelligence and personality development in this presentation. Explore how self-awareness, self-regulation, motivation, empathy, and social skills shape our personalities and influence our interactions. Learn from Tim Han, a renowned personality development speaker, and his Success Insider channel, which offers Life Mastery Achievers (LMA) courses. Gain practical strategies for personal growth and unlock your potential by mastering emotional intelligence.
2. TCE
Lab
What is Customer Experience Management?
The process of
understanding and
managing your
customers’ interactions
with and perceptions
of your brand / company
Copyright 2012 TCELab
3. TCE
Lab
http://blogs.forrester.com/nigel_fenwick/13-06-27-why_customer_experience_will_become_the_1_cio_priority
CIOs ranked customer relationship management (CRM) as their No. 8 technology priority for 2012,
according to a global survey of CIOs by Gartner, Inc.’s Executive Programs. CRM moved up from the
No. 18-ranked technology in 2011.
Additionally, Gartner’s 2012 CEO Survey found that CEOs cited CRM as their most important area of
investment to improve their business over the next five years.
Why do CEO’s care? Becoming #1 priority …
4. TCE
Lab
Why are we (TCELab and YOU) excited?
CEM Industry
Big Data
Industry
Business
Analytics
Software
Industry
http://wikibon.org/wiki/v/Big_Data_Vendor_Revenue_and_Market_Forecast_2012-2017
http://www.marketsandmarkets.com/PressReleases/customer-experience-management.asp
http://www.idc.com/getdoc.jsp?containerId=prUS24194613
$7.2B to $47.8B
2011-2017
31% CAGR
$2.68B to $6.61B
2012-2017
19.8% CAGR
$34.9B in 2012
8.7% YOY growth
Asia/Pacific
13.4% YOY growth
TCE
Lab
6. TCE
Lab
CEM Program Components
Strategy
Vision, Value, Culture!
Governance
Executive Ownership, Decision-Making, Accountability, Compensation
Business
Process
Integra4on
Automated, Closed-looped, Customer Relationship Management and Business Intelligence
Integration, Lifecycle Management, Communication
Method
Data collection, Contact
Management, Sampling
Methodology, Survey
Questions!
Repor4ng
Analysis, Benchmarking,
Micro and Macro
Improvements,
Dissemination Practices!
Research
Business Impact, Financial,
Operational and
Constituency Linkages, Use
of Customer Information!
7. TCE
Lab
Disparate Sources of Business Data
1. Call
handling
,me
2. Number
of
calls
un,l
resolu,on
3. Response
,me
4. Sources:
phone,
email,
social
1. Revenue
2. Number
of
products
purchased
3. Customer
tenure
4. Service
contract
renewal
5. Number
of
sales
transac,ons
6. Frequency
of
purchases
1. Customer
Loyalty
2. Rela,onship
Sa,sfac,on
3. Transac,on
Sat.
4. Sen,ment
1. Employee
Loyalty
2. Sa,sfac,on
with
business
areas
Operational
Partner
Feedback
1. Partner
Loyalty
2. Sa,sfac,on
with
partnering
rela,onship
Customer
Feedback
Employee
Feedback
Financial
1. Frequency
of
use
2. Dura,on
of
use
3. Frequented
areas
4. Crash
&
bug
reports
5. Region
6. Customer
type
7. Customer
profile;
Demographics
like
gender,
age
8. SaaS
,ers
Product Quality,
Software Use,
Adoption
8. TCE
Lab
Integrate Data to Answer Different Questions
• Linkage analysis answers the questions:
– What is the $ value of improving customer satisfaction/
loyalty?
– Which operational metrics have the biggest impact on
customer satisfaction/loyalty?
– Which employee/partner factors have the biggest impact on
customer satisfaction/loyalty?
Opera,onal
Metrics
Transac,onal
Sa,sfac,on
Rela,onship
Sa,sfac,on/
Loyalty
Financial
Business
Metrics
Cons,tuency
Sa,sfac,on/
Loyalty
9. TCE
Lab
Integrating your Business Data
Customer Feedback Data Sources
Relationship
Survey
(satisfaction/loyalty to
company)
Transactional
Survey
(satisfaction with specific
transaction/interaction)
Social Media/
Communities
(sentiment / shares / likes)
BusinessDataSources
Financial
(revenue, number of
sales)
• Link data at customer
level
• Quality of the
relationship (sat, loyalty)
impacts financial metrics
N/A
• Link data at customer level
• Quality of relationship
(sentiment / likes / shares)
impacts financial metrics
Operational
(call handling, response
time)
N/A
• Link data at transaction
level
• Operational metrics impact
quality of the transaction
• Link data at transaction
level
• Operational metrics impact
sentiment / likes/ shares
Constituency
(employee / partner
feedback)
• Link data at constituency
level
• Constituency satisfaction
impacts customer
satisfaction with overall
relationship
• Link data at constituency
level
• Constituency satisfaction
impacts customer
satisfaction with interaction
• Link data at constituency
level
• Constituency satisfaction
impacts customer
sentiment / likes / shares
10. TCE
Lab
Three Ways to Grow a Business
Business
Programs
Marketing
Sales
Service
1. Retention
Behaviors
Customer Renews
2. Advocacy
Behaviors
Customer Acquisition
3. Purchasing
Behaviors
Customer Buys More
Customer
Lifetime
Value
Firm Value
TCELab measures all types
of customer loyalty
1 RAP refers to Retention, Advocacy and Purchasing Loyalty Indices. NPS refers to Net Promoter® Score.!
11. TCE
Lab
What does TCELab do?
Where and what is your existing
data? How is it organized?
Velocity, Variety, Volume.
What do you currently use for Voice
of Customer? Are you measuring
customer loyalty? Do we need to
augment or shift? Consider RAPID
Loyalty Dimensions?
It’s all about cause and effect. And
math. RAPID Measurement and
Linkage Analysis = our “Magic”
Yes, please. Sustaining requires
C-Suite and corporate culture to
embrace and train customer
centric leadership
What things REALLY have an impact
on future revenue growth?
Optimized? ROI … spend more
money on the things that matter
most to customers.
We combine Big Data
and VOC metrics and
apply predictive
analytics to identify
correlates of
customer loyalty and
sustained revenue
growth=Optimize
your ROI.
12. TCE
Lab
Financials
Voice of
Employee
Voice of Partner
Voice of Customer
Product Quality
Operational Metrics
TCELab can help no matter where the company is in their CEM journey
Sophistication of Business Intelligence
CompetitiveAdvantage
- Establish VOC practices
- Establish satisfaction / loyalty measurement;
typically either NPS or RAPID
- Create “Single Source of Truth” data set
- Establish Big Data technical architecture
- Customer KPI’s
- Recognize trends
- Root cause and driver analysis
- Proactive vs. Reactive (Trend Analysis)
- Customer Impact Analysis
- Risk Awareness
- New revenue growth
- Churn reduction
- Increased ARPU
- Closed loop client feedback
- Social and verbatim
sentiment analysis
- Business Intelligence
Dashboards
- Customer centric
customer and
employee goals
13. TCE
Lab
How do we do it? CLAAP
• Integrate existing big data
• Code and execute transactional and customer relationship surveys
(on browser / tablet / mobile)
• Manage email and reminder campaigns to harvest responses
• Create text and social sentiment analysis
• Mathematical correlations, predictive analytics, linkage analysis
• Automated reporting engine
Customer Loyalty as a Platform (CLAAP)
14. TCE
Lab
What do we have to offer clients?
Products / Services:
1. CRD Voice of Customer Survey
(ERD Employee & PRD Partner also
available)
2. TCEAudit and TCELinkage
3. Co-sponsored industry market leader
loyalty research whitepapers
15. TCE
Lab
What can clients expect for timing?
Week 1-2! Week 3-4! Week 5-6! Week 7-8! Week 9-10! Week 11-12!
Goals!
Big Data!
Finalize!
Canvass!
Analysis!
Report!
Align!
Review!
Questions!
Collect VOC data!
Insights!
Communicate!
The CRD Survey process can take from 6 to 12 weeks.
“If you’ve got board or team strategy meetings happening in
the next few months, the time to start is now.”
16. DRIVER ANALYSIS
CASE STUDY
SaaS iPad and
Cloud Accounting Software
CRD: Customer Relationship Diagnostic
Kashoo posted 75% YOY growth
using results from last summer’s
CRD survey.
18. TCE
Lab
“CRD Customer Survey” Driver MatrixImpact
LowHigh
Key Drivers
INVEST in these areas. FIX
and IMPROVE these product
attributes. Improvement in
these areas are predicted to
attract new customers
(advocacy), increase
purchasing behavior
(purchasing) or retain
customers (retention)
Hidden Drivers
LEVERAGE as strengths in
order to keep current
customers loyal
ADVERTISE as strengths in
marketing collateral and sales
presentations in order to
attract new customers
(advocacy), increase
purchasing behavior
(purchasing) or retain
customers (retention)
Weak Drivers
DISREGARD as lowest
priority for investment.
These areas have relatively
low impact on improving
customer loyalty
Visible Drivers
CONSIDER as strengths in
marketing collateral and sales
presentations in order to
attract new customers
EVALUATE as areas of
potential over-investment
Low High
Performance
Driver Matrix helps
us prioritize
investments
1. Key Drivers – Fix and
improve these product
attributes.
2. Hidden Drivers – Focus
on these features in
marketing to grow
customer base.
3. Visible Drivers –
Consider features in
marketing to grow
customer base.
4. Weak Drivers –
Disregard as priority for
investment.
19. TCE
Lab
Driver Chart: Predicting Retention Loyalty
§ Predic,ng
Reten,on
Loyalty
0.00
0.05
0.10
0.15
0.20
0.25
0.30
6.00 6.50 7.00 7.50 8.00
ImpactonRetentionLoyalty
(correlationbetweenbusinessattributes
andRetentionLoyaltyIndex)
Performance on Business Attribute
(Customer Rating)
To improve retention
loyalty, you may
consider focusing on
following areas:
1. Reports
2. Future Product /
Company Direction
3. Banking / Bank
Reconciliation
Can also correlate dimensions of company improvement with “Paid vs. Trial,” “Active,
non-active, dormant” & “iPad, iPhone, Android, Web” users
20. As a TCELab Sales
Affiliate, you’ll have a
lot of content at your
fingertips to help you
engage new leads
as well as to
encourage existing
accounts:
• White papers
• “TCE” book on Amazon
• Presentations
• Industry research
• Webinars
• Videos
• Blogs
• Dr. Hayes guest blog posts on
IBM, Oracle, Forbes, etc…
• Access to our Online
“intranet”:
• Product pricing sheets
• Template Contracts
• Sample surveys
• Sample reports