Organizations recognize the need to improve customer engagement by providing a complete view of customers and their interactions across multiple touchpoints. To better engage with customers, companies require new systems and analytics capabilities that can integrate data from disparate sources and provide consistent experiences across channels. Advanced analytics in particular can help companies understand customer behavior and improve engagement by informing metrics, processes and training to enhance the customer experience.
This document discusses how digital marketing can benefit hospitals. It notes that 84% of patients use both online and offline sources to research hospitals. Search drives more visitors to hospital websites than non-search channels. The document recommends that hospitals focus on responsive websites, search engine optimization, content marketing, and building communities. It provides details on the benefits of each approach, such as increased traffic, brand awareness, and engagement through sharing patient stories. The overall message is that digital marketing, especially responsive design and search optimization, can help hospitals attract more patients and build their brands online.
What is marketing technology and why does it matter?
Scott Brinker, cofounder and CTO of ion interactive, and
Jason Heller, global leader of McKinsey Digital Marketing
Operations, explain.
In today's digital environment, it's important that we take a new approach the engaging patients and healthcare professionals. Learn three important ways to ensure a more focused and successful approach multi-channel pharmaceutical marketing.
Retailers have seamlessly integrated online and offline sales channels to provide customers with a unified shopping experience. Pharma companies can learn from retailers by more closely integrating various touchpoints like physicians, clinical trials, samples, and digital channels. The document discusses how pharma marketing can adopt practices from retail like private label products, ensuring promises are kept, and presenting a cohesive brand experience across channels.
Having lots of customer data is not enough; organizations must create an Insights Engine to integrate data from various sources and generate customer insights that improve engagement. The document outlines a process where organizations: 1) Identify all potential customer data sources; 2) Score and prepare each for integration; 3) Infer relationships and segment customers to develop unique profiles. This Insights Engine provides a deeper understanding of customers, uncovers competitive advantages and disadvantages, and informs targeted messaging to customer segments.
digital marketing courses in pcmc with a 100% placement guarantee. Providing practical knowledge with certification. 30+ latest modules have been strengthening your career. Personal attention will be given to the student.
This document is a proposal for gaining market share by understanding customer needs and trends. It recommends gathering information from current customers, social media, industry reports and competitors to understand preferences. Surveying customers and training staff to engage customers are suggested to obtain feedback. Adapting products based on this information and competitors' successes can increase loyalty and market share. The target audience of 30,000 college students means online and on-campus strategies would be most effective.
This document discusses how digital marketing can benefit hospitals. It notes that 84% of patients use both online and offline sources to research hospitals. Search drives more visitors to hospital websites than non-search channels. The document recommends that hospitals focus on responsive websites, search engine optimization, content marketing, and building communities. It provides details on the benefits of each approach, such as increased traffic, brand awareness, and engagement through sharing patient stories. The overall message is that digital marketing, especially responsive design and search optimization, can help hospitals attract more patients and build their brands online.
What is marketing technology and why does it matter?
Scott Brinker, cofounder and CTO of ion interactive, and
Jason Heller, global leader of McKinsey Digital Marketing
Operations, explain.
In today's digital environment, it's important that we take a new approach the engaging patients and healthcare professionals. Learn three important ways to ensure a more focused and successful approach multi-channel pharmaceutical marketing.
Retailers have seamlessly integrated online and offline sales channels to provide customers with a unified shopping experience. Pharma companies can learn from retailers by more closely integrating various touchpoints like physicians, clinical trials, samples, and digital channels. The document discusses how pharma marketing can adopt practices from retail like private label products, ensuring promises are kept, and presenting a cohesive brand experience across channels.
Interactive marketing spending is projected to rise significantly through 2014, reaching $55 billion and representing 21% of total marketing spending. Marketers are shifting budgets away from traditional channels like television, newspaper and magazine toward interactive channels like search, display, email, social media and mobile. Social media spending alone is expected to grow from $295 million in 2009 to $1.86 billion in 2014. Effective social media marketing requires clear objectives, skilled practitioners, measurable metrics, listening to target audiences, engaging customers through interesting content, and collaborating with the brand.
The document discusses how social media presents opportunities for call centers to better engage with customers. It provides examples of companies successfully using social media for customer service. It also offers best practices for call centers, including developing a social media strategy, monitoring conversations, training agents, and using applications that integrate social media with customer relationship management systems.
Problems your contact centre is likely to face in 2015CallCentre.co.uk
While industry experts debate the latest contact centre trend, here are five challenges that your contact centre is likely to face in 2015 – and what you can do about it.
This document discusses the growing importance of personalization in marketing. It provides 25 statistics that show customers increasingly want personalized experiences from brands. Some key points:
- 81% of customers want brands to understand them and engage at the right times. 77% have paid more or recommended brands that personalized their experiences.
- Personalization improves satisfaction and retention, which increases upsells, cross-sells, and lifetime value. It can increase revenues 5-15% and marketing efficiency 10-30%.
- Marketers should personalize across digital channels like email, websites, apps and content to improve sales, responses and customer perceptions of brands.
Case Study: Social Media Marketing Strategy @ JPMorgan Chase – Customer Servi...Rajesh Prabhakar
JP Morgan Chase, United States biggest bank has been actively using Twitter majorly for customer service as the bank's customer-service team responded to complaints, queries and also offered solutions to the problems and redressed the customer grievances.
10 ways social media monitoring builds brands and drives salesMarketwired
Social media monitoring provides brands with insights into conversations, sentiment, and influencers across social networks and platforms. This allows brands to engage customers in real-time, identify issues and opportunities, measure performance, and manage crises. Specifically, social media monitoring enables brands to track discussions, understand sentiment, identify influencers, generate leads, provide customer service, measure return on investment, and gain competitive insights. The challenges include analyzing billions of conversations across many languages and networks with a high noise ratio, while the opportunities include real-time engagement, feedback, relationship building, and crisis management.
The document discusses digital marketing strategies for hospitals. It notes that traditional marketing methods are declining as more people use digital technologies. Digital marketing allows hospitals to directly reach audiences through targeted messages at a lower cost. It describes several digital marketing tactics hospitals can use, including search engine optimization, search engine marketing, social media marketing, and affiliate marketing to raise awareness of their services.
بازاریابی چندکاناله یکپارچه ( Omnichannel Marketing) چه تفاوتهایی با بازاریا...Martech Academy
بازاریابی چندکاناله چیست؟
بازاریابی چندکاناله تقریباً همان چیزی است که به نظر میرسد؛ فعالیتهای بازاریابی که در بیش از یک کانال اتفاق میافتد. حتی اگر این عبارت برایتان جدید باشد، احتمالاً در بازاریابی چندکاناله مشارکت کردهاید.
تقریباً هر کسبوکاری، حتی کوچکترین شرکتی که با یک نفر اداره میشود، بازاریابی چندکاناله انجام میدهد.
برای مثال، تصور کنید که یک کسبوکار صنایع دستی کوچکی دارید و محصولات کاغذی سفارشیسازیشده را از خانۀ خود عرضه میکنید. اگر در استی (Esty) فروشگاه دارید (حضور آنلاین)، فروشگاه خود را در رسانههای اجتماعی تبلیغ میکنید (باز هم آنلاین) و در نمایشگاههای هنری شرکت میکنید (حضور آفلاین)، در بازاریابی چندکاناله مشارکت دارید.
بازاریابی omnichannel چیست؟
ایده اصلی omnichannel نه تنها باعث شناسایی همه کانالهای ارتباط با مشتریان میشود، بلکه تمام تعاملات مشتریان با کانالهای مختلف را در کل فرایند خرید (قبل، در حین و بعد از خرید) در نظر میگیرد. تجربه مشتری در تمامی کانالها یکسان و یکپارچه است. دغدغه بازاریابی omnichannel فقط معاملات انجام شده توسط مشتریان نیست؛ بلکه از طریق گردآوری دادههای رفتاری کاربران در کانالهای مختلف و آنالیز همزمان آنها، نیازهای مشتریان، تعاملات آنها با هر یک از کانالها و محصولات و برند را هم بررسی میکنند. به همین دلیل، انتقال پیامها و پیشنهادها به صورت یکسان و یکپارچه در تمامی کانالها، اعم از وبسایت، کمپینهای ایمیلی، شبکههای اجتماعی و فروشگاهها از اهمیت بالایی برخوردار است. بدیهی است که این نوع بازاریابی نیازمند سرمایهگذاری بیشتری است. بخش زیلدی از هزینه برای فراهم کردن زیرساختهای مناسب و هوشمندسازی و مدیریت ارتباط با مشتریان صرف میشود.
3 تفاوت مهم Omnichannel و Multichannel
بازاریابی omnichannel رویکردی است که تجربهای کاملاً مشابه و یکپارچه را برای مشتریان از اولین نقطه تماس کاربر با برند تا انتهای سفر مشتری فراهم میکند. بازاریابی Multichannel رویکردی است که برند را در محوریت استراتژی قرار میدهد و تلاش میکند پیام برند را در همه کانالهایی که کاربر در آنها حضور دارند، توسعه دهد. تفاوت اصلی این دو استراتژی، این است که مرکز توجه بازاریابی omnichannel ، مشتری است، در حالی که تمرکز بازاریابی multi-channel، روی این موضوع است که تمامی کانالها تحت پوشش قرار گیرد. در واقع، کانالها در روش بازاریابی multichannel به صورت مستقل و جدا از هم کار میکنند و هر یک از آنها استراتژی و اهداف خود را دنبال میکند؛ در حالی که کانالها در روش بازاریابی omnichannel با یکدیگر و با کاربران اینتگریت هستند. یعنی، تصویر کفشی که در وبسایت یک برند مشاهده میکنید، همان تصویری است که هفته بعد با یک درصد تخفیف از طریق ایمیل دریافت میکنید یا در تبلیغات اینستاگرام مشاهده میکنید.
THIS PRESENTATION ANSWER YOUR QUESTIONS REGARDING DIGITAL MARKETING. THIS PRESENTATION WILL COVER FOLLOWING TOPICS:-
introduction
difference between traditional and digital marketing
Types Of Marketing
Explanation To Digital Marketing
Benefits Of Digital Marketing
This presentation is from Performance Marketing Summit (May 18, 2015 in Boca Raton, FL). Session description: Marketers need the right tools for precise attribution. I will cover some of these platform insights, strategies to further understand channel effectiveness, and tools to optimize campaign management.
Digital marketing is the application of marketing strategies using digital media. It allows for measurable results, global reach, immediacy, and precise targeting of audiences. With digital marketing, the focus shifts from distributors and producers to the user, who can search for information and read reviews from other users. A successful digital marketing strategy must include all relevant online spaces where the target audience interacts and seeks to influence opinions through search engine optimization, social media, and data analysis.
This document discusses two marketing leaders, John and Mark, who faced declining marketing performance and needed to make changes. John adopted a customer-led strategy focusing on unified customer engagement across channels. Mark focused on producing new content but lacked integrated customer insights and personalization. While John invested in technologies to unify engagement, Mark focused on email and social media tools. The document suggests John's approach focusing on the customer journey and context will lead to better results than Mark's content-driven strategy.
How To Hire Top Talent To Create A Purpose Driven Organization | Y ScoutsY Scouts
At the heart of every successful business is a talented and dedicated team. It is a team that shares a core set of values which influence how people in the organization act, think and communicate. What fundamental value stands above the rest? Purpose – a shared vision of why each person comes to work in the morning.
A range of studies has demonstrated the superior results that purpose-driven companies obtain over their money-driven counterparts. So how does a company recruit, hire, motivate and retain the employees and leaders required to build such a business?
Virtual ocean strategy the way to reset strategies with a purpose driven “...Willis Consulting LLC
1. The document proposes a Virtual Ocean Strategy (VOS) approach to resetting business strategies using leadership, strategy, and innovation frameworks with an integrated mindset.
2. VOS involves resetting the company's purpose statement using a "seedal chain" approach, formulating strategy with a seasonality-driven mindset that makes industry structures irrelevant, and executing with a focus on triune shared value.
3. This approach is argued to increase the size of the value pie created by the business by multiple times through resetting the strategic approach from first principles with an integrated purpose-driven mindset.
Report of the third edition of the DBS-NUS Social Venture Challenge Asia, a regional competition to identify and support the social ventures that have the potential to generate positive, scalable and sustainable social impact.
This document discusses key principles for leadership and business mastery. It emphasizes that leaders must listen to gain wisdom, and outlines different zones people operate in - challenge, comfort, or coasting. It also discusses the importance of setting written goals and having a clear vision or destination for a business. Specific areas of focus for business mastery are identified as destination mastery, time mastery, financial mastery, and delivery mastery. Building a strong foundation in these areas through consistent delivery is important for healthy business growth. Overcoming fear is highlighted as key to achieving goals and arriving in the right place in the future.
2016 Predictions: What Tomorrow's Marketer Needs to Know TodayMarketo
At the start of each year, marketers everywhere look back at the year that's gone by and develop theories for the year to come.
Check out this presentation to get our expert panel's predictions for:
-The emerging trends marketers should be aware of
-Key challenges marketers will be facing in 2016
-Critical skills for success in 2016 and beyond
-Practical takeaways marketers can implement today
The document summarizes information about the Ritz-Carlton hotel chain, including that it was founded by Cesar Ritz and has received the Malcolm Baldrige National Quality Award twice. It describes the Ritz-Carlton's motto of "We are Ladies and Gentlemen Serving Ladies and Gentlemen", vision/mission, and gold standards for employee conduct. It provides details on the Ritz-Carlton's management trainee program, loyalty program, community service initiatives, and examples of above-and-beyond service recovery efforts for customers.
Customer Engagement is now becoming a widely used term within Marketing, but what does it actually mean? This presentation aims to clarify what customer engagement is and reinforce the importance of cross-channel collaboration. It focuses on identifying the challenges faced by organisations striving to achieve this level of engagement and how they can be addressed.
Diversity and inclusive corporate models can boost financial development, stimulate social development and launch more stable and objective societies. Additionally, companies that invest in inclusion in the workplace, marketplace and community have reported momentous business benefits. In a Forbes study, senior executives of top-earning companies reported that workplace diversity and inclusion drive innovation and business growth. While diversity and inclusion are significant measurements of social sustainability, some companies still observe these as independent from their corporate sustainability strategies.
This Roundtable Discussion will discover the relationships between diversity and inclusion and corporate sustainability. The goal is to examine how companies can coordinate and communicate across functions, and make diversity and inclusion a strategic urgency both as a culmination and as a crucial means to attaining further corporate sustainability goals.
After this roundtable session, participants will:
• Discover methods for creating a welcoming environment that embraces all difference and equality in hiring policies.
• Examine actions that companies can take to incorporate diversity and inclusion into corporate sustainability policies and practices.
• Explore methods that corporations can use to safeguard that their diversity and inclusion commitment is implemented throughout their value chain.
• Ascertain procedures for developing leadership at multiple levels that is diverse, regularly communicates the value of diversity, and builds the capacity for open and candid diversity conversation.
Marketing is getting tougher day by day. Traditional Ways seem way out of context.
In this day and age of competence and choice-overload, marketers have to be innovative in their approach to acquire users.
We at Smartican have come with a new method to gain more traction. Its called the "Customer Engagement Model". Lets share and discuss possibilities in this kind of marketing model.
And thank you for looking at this presentation. :)
Customer engagement is the process of actively building, nurturing, and managing relationships with customers. Customer engagement can unlock exponential growth for your company. Learn more about how it's done.
NES Global Talent provides a complete range of contract and permanent talent solutions to the Oil & Gas, Power, Construction & Infrastructure, Life Sciences, Manufacturing and IT sectors worldwide.
Purpose-Driven Approach to Business Model Design (Version 2.5 - May 2017)Social Venture Lab@NUS
***This presentation has been updated. Please refer to version 2.6 of the presentation here, which you may download: https://www.slideshare.net/SVCAsia/a-purposedriven-approach-to-business-model-design-version-26-mar-2018
The Business Model Canvas (BMC) by Alex Osterwalder and Yves Pigneur has been widely used as a tool for analyzing, designing and visualizing the business model of new and existing for-profit business ventures. However, the analytic framework of BMC is incomplete when one is trying to develop the business model for a social venture that seeks to achieve specific social impacts as a primary goal, with financial viability as a secondary, albeit important, consideration. This presentations introduces a purpose-driven approach to business model design, developed by NUS Entrepreneurship Centre, that puts the achievement of social impact as the primary design goal, and adapts the BMC to more effectively explore how different business models can be developed to achieve those impacts. This design approach also highlights how the financial requirements of a business model can be met with different financing models, and shows how the tensions between achieving social impacts and meeting financing requirements can be resolved through the design of an appropriate stakeholder model that generates a “shared-purpose” between the social entrepreneur and other stakeholders. It uses concrete examples of actual social ventures to illustrate how social impacts and financial viability are achieved in practice using this purpose-driven approach to business model design. Viewers invited to apply this holistic analytical framework to examine their own social venturing ideas, and to share their new learnings.
Gen Z Digital-Book: A Primer For All Things Gen ZOlogie
Just like you, we’re curious about Gen Z—the college students of today and tomorrow. So we’ve spent some time studying them.Now is the time to get smarter about communicating and connecting with this new generation. Our book offers facts and valuable insights, as well as bottom-line implications for your communications.
Think of it as a primer for all things Gen Z.
The document provides an overview of internal customer engagement, outlining key definitions, methodologies, and phases. It describes internal customer engagement as a cyclical process with three main regions: initial engagement to raise awareness of new solutions, engagement during migration and implementation, and engagement after adoption to maintain loyalty. Effective engagement requires communication, migration, support, and escalation plans along with targeting stakeholders at different organizational levels appropriately over time. The engagement approach evolves as solutions mature from individual-focused early on to more collaborative later on. Maintaining engagement throughout the product lifecycle is emphasized.
This 10-step document provides a guide for creating a comprehensive fundraising development plan. It instructs to gather past fundraising data, analyze strategies, evaluate internal and external factors, identify fundraising teams, set goals, plan activities and timelines, include details for each strategy, evaluate progress, and ensure group ownership of the plan. The goal is to set both strategic and financial goals to promote growth, prevent crisis fundraising, and proactively manage priorities and resources.
The document outlines Rincon Company's customer success strategy. It will focus on later stages of the customer lifecycle like engagement, adoption, and renewal. Key aspects include implementing a health score to measure adoption effectiveness, standardizing CLV and churn calculations, allocating 12% of ACV to customer retention costs, and developing tailored playbooks for different customer segments. Barriers customers may face and ways to address them at each stage are identified. The customer success team structure with roles for client services, support, and success managers is also presented.
Now that you’ve developed your strategy to optimize customer usage, loyalty and renewal, use this Customer Success Action Plan template to outline the activities you and your team will implement in order to reach your goals.
Running head: CORPORATE IT 1
PROJECT PLAN 5
CUSTOMER SERVICE: PROJECT PLANAbstract
The study sought to identify some of the challenges that may accrue to corporate IT because of a poor customer care service offered to the clients, as well as indicating the role of good customer care service in improving the sales and talking to managers working in corporate IT sector to identify their views on this subject matter. The reason for the study was to achieve a far reaching comprehension of the components corporate IT impact in the organizations that are spoken to by their relations with their suppliers, merchants, merchants and clients on the gauges that are identified with client benefit as respects the nature of administration. The study depended on an extrapolation and a finding of the present circumstance of corporate IT, an examination of its responsiveness to prerequisites of its encompassing surroundings, and elevating the viability by which the administration reacts to various difficulties, particularly in enhancing the business administration and client benefit.
Table of Contents
2Abstract
Research Problem
4
Hypothesis
4
Background
4
Objectives
5
Methods
6
Data and Execution
7
Results and discussions
8
Trend of reduced customer satisfaction
8
Communication system
8
Products flow
9
Managing the internal operations effectively
9
Effectiveness of the research
10
Conclusion
11
Research Problem
Since there is a considerable measure of establishments and authoritative ideas that have developed in corporate IT in the course of the last couple of decades, the shape and nature of association with suppliers and customers in equivalent measure has changed towards more collaboration for an arrangement of a sound client benefit relationship between the gatherings included. With an end goal to diminishing the costs included, the principle look into question was figured. What is the impact of a fruitful corporate IT in enhancing client benefit (Shoghari, 2016).
Hypothesis
There is no statistically significant effect that lies between corporate IT variables on customer service; this is the first significant hypothesis that the study intends to test. The factors incorporate its association with suppliers, association with merchants and wholesalers. The second theory is; there is no measurably critical contrast between the normal reactions of those questioned about the effect of corporate IT on client benefit because of individual factors like sexual orientation age, training and years of administration or capability. For this study, we will base the project on the first hypothesis as mentioned above.
Background
A corporation’s expertise contributes a pivotal role in the correct identification of a superiority client. The scen ...
This executive white paper discusses how social business practices can be applied to improve key business processes and provide a return on investment. It outlines seven social business patterns that organizations have used successfully, including customer engagement, innovation, recruiting and onboarding, mergers and acquisitions, workplace and public safety, expertise and knowledge sharing, and supply chain management. The customer engagement pattern helps organizations build lasting relationships with customers through social tools to better understand and respond to individual customer needs across channels.
This document describes seven social business patterns that organizations can use to improve business processes and gain measurable returns. The innovation pattern is discussed. It aims to increase innovation through a wider reach of ideas and faster time to market. Key actions include using collaboration tools to openly communicate strategy and generate ideas, engaging internal and external crowds to vet ideas, and using gamification to improve engagement. Companies that have applied this pattern have seen benefits like $40 million in manufacturing savings and launching new global products in 1/3 the time.
3 New ways to Improve and Understand your Customers ExperienceVirginia Fernandez
This document discusses new ways for organizations to understand and improve the customer experience. It outlines three key capabilities needed: analyzing customer behavior to understand root causes of issues, visualizing customer journeys across channels, and easily pivoting between different analytics types. The document also discusses challenges like fragmented data, siloed tools and departments. It proposes that a unified analytics solution is needed to provide a holistic view of the customer experience.
Patterns for the digital enterprise: The repeatable patterns that improve bus...Scott Smith
A shift of power in commercial relationships from producers and sellers to buyers has changed marketplace and leadership thinking toward greater collaboration with customers, partners and employees. Fortunately, new capabilities in technology and business practices can help organizations adapt to, even harness, these marketplace dynamics.
Collaboration can be combined with mobility and cloud to enable organizations to innovate and execute faster, better understand and serve their customers, and empower a more engaged workforce. This paper describes seven examples of repeatable approaches for using collaboration practices and capabilities to impact your business, to create competitive advantage and to gain identifiable and measurable ROI.
Collaboration is much more than social media and technologies. It’s an organization whose culture and practices recognize that business transformation includes the interactions of people. They encourage networks of people including employees, partners, customers and other stakeholders, to create business value. They will embed social interactions into core business process and apply analytics to gain insights from social networks.
Utilizing Customer Feedback to Identify Areas for Service Improvement and Inn...Tiklacars
Allied Consultants are the architects of the digital realm. Our IT consulting services lay the foundation for your digital empire. With web development, we design and construct online worlds that captivate your audience. Our Business Intelligence expertise is the blueprint for data-driven decisions, sculpting the path to success. Mobile App development is our art, creating interactive masterpieces that leave users spellbound. Application integration is our engineering prowess, seamlessly connecting the digital dots. Let us be your digital architects, crafting a digital landscape where your business thrives.
Companies can improve customer retention rates by addressing the root causes of customer attrition through a strategic approach. This involves applying targeted retention strategies across all customer touchpoints in a coordinated effort. The document discusses establishing a "Churn Command Center" to oversee retention efforts across the organization. It also emphasizes the importance of customer analytics to understand why customers churn and tailor retention offers, as well as testing offers across channels to maximize effectiveness and minimize risks. Leading companies see reductions in churn of 10-50% through these integrated, data-driven approaches.
White paper - Customer Experience TransformationPablo Junco
This white paper highlights the business value of customer experience as a differentiator and explores three critical enablers to guide organizations embarking on the transformation journey.
1. Marketing research is used by companies to understand customer expectations and perceptions in order to improve their services. Various research methods are used including surveys, focus groups, and complaint tracking.
2. Two important research methods are critical incident studies, which analyze satisfying and dissatisfying customer service interactions, and requirements research, which identifies customer benefits and attributes.
3. Other techniques include post-transaction surveys conducted after each customer interaction to gauge satisfaction, and service expectation meetings between companies and large business customers. Understanding customer expectations is key to delivering quality service.
A STUDY ON CUSTOMERS SATISFACTION OF BARTI AIRTEL TELECOMMUNICATION IN TIRUPU...saravana vel.k
This document provides a literature review on customer satisfaction studies related to the telecommunications industry. It discusses several past studies that have found a direct relationship between increasing customer satisfaction and improved profits, market share, positive recommendations and lower marketing costs for companies. The review also summarizes various past studies that have analyzed customer satisfaction and perceptions of services from telecom providers in India such as BSNL, analyzing factors like promotional strategies, service quality and meeting customer expectations.
This document discusses how analytics can be used to drive customer lifecycle management. It makes three key points:
1) Current analytical approaches used by most firms focus too much on driving new customer acquisition through the traditional marketing funnel, rather than managing the entire customer lifecycle. This leads firms to prioritize volume growth over long-term profitability.
2) To effectively use analytics across the customer lifecycle, firms must align their lifecycle perspectives and programs with the customer's decision-making process, determine the appropriate breadth and depth of analytical techniques, and use customer value and profitability as a common goal.
3) The document outlines how different analytical techniques such as segmentation, propensity modeling, and cross-
This document provides an overview of a student project on customer satisfaction of Airtel mobile services in India. It includes an acknowledgment section thanking the student's guide. The document then outlines the contents which will cover an introduction to customer satisfaction, Airtel's company profile, products and services, SWOT analysis, distribution and sales, targeting, data analysis, findings and conclusions. It describes the research methodology as using a survey method with a sample size of 100 customers and data collection through questionnaires. The need for the study is to understand customer service importance and marketing/management skills for organizational growth by assessing Airtel customer satisfaction levels.
Presenting the second paper in the series 'Multi-channel Customer Management' that delves deep into the design, deployment, coordination, and evaluation of customer interaction channels enterprises can and should leverage.
Best Practices in Bank Customer Experience MeasurementKinesis CEM, LLC
1. Best practices in measuring customer experience at banks use multiple research methods, including customer feedback surveys, observational research like mystery shopping, and employee feedback, to develop a 360-degree view.
2. These methods are used together to understand the bank-customer interface across all channels from both the customer and employee perspectives.
3. Customer surveys shortly after transactions provide targeted feedback, while mystery shopping evaluates employee sales and service behaviors to align them with brand standards.
The document discusses DataActiva's approach to measuring customer satisfaction and loyalty through a multi-phase program. It involves conducting qualitative and quantitative research with customers and management to understand needs, expectations, and drivers of loyalty. Metrics and objectives are then developed and tracked over time to provide actionable insights and recommendations to optimize customer value, engagement, and retention. A variety of methodologies are used to collect data on satisfaction with customer service, marketing activities, and overall performance versus competitors.
The Relationship between Customer Knowledge Management, Customer Relationship...inventionjournals
ABSTRACT: This study was aimed to assess the relationship between customer knowledge management and customer relationship management, with organizational innovation and customer loyalty (for consumers and retailers of protein industry in Isfahan province). The statistical population consisted of all employees (1385 people) and customers of nine production and distribution groups of the protein products in Isfahan province. Corresponding to the number in each group, stratified random sampling was made based on the contributions made, and 451 questionnaires were analyzed regarding the number of people in each group. The findings showed that there was a significant correlation between customer loyalty and customer relationship management, customer knowledge management and organizational innovation (P<0.01). The values of effective coefficients; β, showed that for every unit increase in innovation, knowledge management, and customer relationship management, the customer loyalty was increased 0.332, 0.331 and 0.331 units, respectively. According to the results of this study, it could be suggested that the protein industry retailers, must incorporate knowledge based and relationship marketing tools, such as customer relationship management, and customer knowledge management, for implementing customer loyalty strategies. Results of this study showed that organizational innovation should be considered as the first priority for implementing loyalty strategies of the organization.
Analytical CRM - Ecommerce analysis of customer behavior to enhance sales Shrikant Samarth
Task: You are required to choose a dataset (or related datasets) in an area of interest suitable for analyzing customer relationships.
Approach: Topic is chosen – Customer behavior Analysis in Ecommerce Industry for Enhancing Sales. Brazilian E-commerce public dataset was downloaded, cleaned and performed multiple regression in SPSS to check the relationship between the dependent variable and multiple independent variables.
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The Value of Customer Engagement e-Book
1. Sponsored by Verint
The Value of
Customer Engagement
The Value of
Customer Engagement
Engaging Customers Requires the Right
Information, Processes and Systems
2. In today’s customer service environment, customers often drive
interactions. They have better access to information, more channels
through which to communicate with companies and easier opportunities
to go elsewhere than ever before. Benchmark research conducted
by Ventana Research shows that businesses recognize they are not
meeting the burgeoning expectations of their customers.
Most organizations lack a complete view of their customers and their
interactions with them. Their view is incomplete because organizations
have difficulty supporting multiple engagement channels and coordinating
the responses of employees across business units.
This e-book is based on Ventana Research’s benchmark research into
next-generation customer engagement and next-generation customer
analytics. It is designed to help organizations understand the challenges
of customer multichannel engagement, the systems available to help
them improve and the business benefits they can realize.
Introduction
2
3. Customer Engagement Must Improve
3
akeaway: Organizations understand that they must
improve the customer experience.
In benchmark research conducted by Ventana Research, one-third
of organizations asserted that they provide excellent customer
experiences. Nearly twice that amount (59%) said that they provide
good customer experiences. Yet despite the many positive overall
responses, three-quarters (77%) of organizations indicated that it
is very important for them to improve the way they engage with
their customers.
Most organizations are seeking to improve
in three areas:
Customer service (70%)
Business processes (54%)
The customer experience (74%).
70%
54%
74%
4. Customer Engagement is an Enterprise Issue
4
akeaway: Companies must
engage consistently with customers
at multiple touch points.
Today’s increasingly connected society gives customers
many channels through which to engage with businesses.
Customers want to connect via their channel
of choice, which means that companies must
maintain a broad array of channels – seven,
on average, our research shows.
Customer engagement also occurs across multiple business units.
They can include marketing, sales, customer service and the contact
center as well as mobile and home-based knowledge workers.
While all contact channels are expected to grow, the highest
rates of growth are expected in the use of social media, Web-based
self-service, customer portals and mobile applications.
This expansion of contact channels challenges organizations
to maintain consistent communication with customers throughout
the enterprise – a complex task.
5. Meeting the Challenge of Engagement
5
Today’s customers expect their engagements with an organization to be easy and consistent,
and to provide a personalized experience that reflects their relationship with the company.
To meet these expectations companies must overcome several barriers:
• Disparate systems used to manage customer-associated
activities and data, making it a struggle to access the information
they need when they need it
• Communication channels managed independently of each
other, making it difficult to provide consistent information across
all channels
• Business units operating as independent silos, making it hard to
provide consistent responses incorporating contextual information.
akeaway: Engaging with customers must
be an enterprise-wide undertaking.
6. Complete Customer Information Is Essential
6
As noted, organizations must have an all-inclusive view of customers and their interactions. Yet our
benchmark research into customer relationship maturity data reveals that fewer than one-third (31%)
of companies are able to say they have a complete view of their customers.
Analytics are key to that complete view. Three-fifths (59%) of
companies said it’s very important to improve the use of customer
analytics to improve their customer views. However, many aren’t
adept at using analytics. Almost half (46%) are not satisfied
with their current processes for creating customer analytics,
most often for these reasons:
• Data is not readily available (63%).
• It’s difficult to build and maintain analysis models (56%).
• They don’t have access to the right skills (49%).
akeaway: Organizations need to choose, adopt and learn to use
analytics that produce a complete view of customers and interactions.
Dissatisfaction with
Customer Analytics
7. The Right Systems Can Improve Engagement
7
Companies use a combination of systems to manage customer engagement:
• Communication systems to manage the different channels
• Business applications to track and report on customer-related
transactions and data
• Analytics to analyze data to guide interactions.
To improve the customer experience and engage productively
with customers, companies need systems with new capabilities such as:
• Collaboration, so employees can share information and cooperate
on interactions
• Business process management, to improve interaction-handling processes
• Workforce optimization, to improve the performance of those
handling interactions
• Interaction analytics, to understand the channels customers use
to engage
• Web-based systems, for customer self-service.
akeaway: Customer
engagement requires new
capabilities.
8. Analytics Can Improve Customer Engagement
To cope with the many sources and types of data relevant to customer engagement,
organizations require a range of analytics capabilities. These include:
• Big data analytics to derive meaning from the volume
and variety of customer data
• Social media analytics to monitor and understand customer
communications on social media
• Cross-channel interaction analysis to understand
the use of communication channels
• Root-cause analysis to determine why customers
engage with the organization.
akeaway: A range of analytics can help companies
understand and improve engagement.
8
Companies use a range
of analytics tools to improve
customer engagement.
9. Advanced analytics systems can enable companies to create customer-focused metrics such
as customer satisfaction, sentiment and lifetime value automatically. They also can help improve
interaction-handling, agent quality monitoring and training and coaching.
Our benchmark research shows that companies that have deployed dedicated
customer analytics realize on average six benefits. The three most important are:
• Improvement in customer experience and related metrics
• Better understanding of the impact customer engagement has
on the business
• The ability to share information across business units, which can
result in more consistent information and better experiences.
akeaway: Analytics done well
improves the customer experience
and benefits the business.
Managing Analytics Delivers Business Benefits
9
10. akeaway: Balance operational and customer
metrics to help improve engagement.
Companies use a variety of metrics to monitor and evaluate customer engagement. However,
the metrics they use, such as average call handling time, often aren’t ones that can help improve
customer engagement.
Our benchmark research into next-generation customer engagement
found that the three most common metrics companies
are seeking to improve are:
• Customer satisfaction score
• Customer retention (loyalty) rate
• Number of new customers.
In contrast, the three most often used operational
metrics are average call handling time (37%), first contact
resolution (35%) and agent quality scores (31%).
Align Customer Operations with Business Goals
10
Customer Metrics
to Improve