117 Resources for

effective customer experience management

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Effective Customer Experience Management: Companies of all sizes are increasingly more concerned about the overall effectiveness of their online business. Much can be learned from the traditional Web analytics, which are certainly very important, but is it enough to simply measure traffic? What people click, where they linger and how they ultimately...; Tags: Customer Experience; Webcasts 2008-07-17
Selecting a customer relationship management system: The first step: Before you start to look for a CRM solution that fits your organization, you face the preliminary process of prioritizing company-wide goals. This CRM/101 guide will show you how to start the process.Richard ArtesIn theory, customer relationship management CRM is a system that enables companies to deploy customer service strategies...; Tags: Customer relationship management (CRM), Advertising & Promotion, Enterprise software, Guest Contributor, CRM; Technical articles 2000-07-13
Web Content Management and Customer Relationship Management: Internet, intranet, and extranet sites can no longer afford to be static information suppliers. Web sites must be dynamic business applications that enable effective peer-to-peer, business-to-business, and business-to-consumer communications. Technology can make building Web applications fast, but only people empowered to create and manage their own content can make Web...; Tags: Web, Web Content Management, Extranet, CRM, B2C, Channel Management, Content Management, Enterprise Software, E-business/E-Commerce, Internet, Marketing, Software; White papers 2001-07-06
Reducing Returns Fraud While Delivering a Superior Shopping Experience: Returns management strategy should be flexible enough to treat each type of customer differently. A real-time, cross-channel solution that addresses the issues and opportunities at the point-of-return through an adaptable decision engine that automates complex policy enforcement to provide a consistent, predictable customer experience can deliver substantial return on investment....; Tags: Oracle Corp., Fraud, Oracle Retail, Roi/Tco, Retail, Litigation, Strategy, Finance, Managerial Accounting, Business Operations, Management; White papers 2006-12-01
Key elements within service level management: When businesses depend on IT services for mission-critical applications, downtime is too expensive. As a result, effective service level management is becoming increasingly important. Learn to improve your overall approach to SLM.By Matt ArnoldBefore organizations can effectively implement service level management SLM, they must have a clear understanding of the...; Tags: Service management, Guest Contributor, Service Level Management, IT Organizations, SLA, information technology; Technical articles 2000-05-22

Publisher Improves Customer Service and Operational Workflow: Logos Bible Software is a leader in multilingual electronic publishing. The company's Customer Relationship Management CRM solution had become cumbersome, expensive, and inflexible. Logos needed cost-effective, customizable tools that its sales and support staff could use to simplify data management and provide a smoother service experience for customers. Working with...; Tags: Customer Service, Microsoft Corp., Workflow, Logos Bible Software, Sales Strategy, Data Management, Sales Force Management, Customer Relationship Management (CRM), Sales, Enterprise Software, Software; Case studies
Airline Increases Productivity, Enhances Service With Web Content Management: Founded in 1929, Hawaiian Airlines is Hawaii's largest airline, with 3,500 employees, and having carried 7 million passengers in 2007. While the company's Web site was highly effective in delivering new services and products to its customers, making changes to the site was a time-intensive process that required IT involvement....; Tags: Airline, Web, Web Content Management, Microsoft Corp., Content Management, Channel Management, Web Site Development, Enterprise Software, Software, Marketing, Internet; Case studies 2008-04-01
Complex Event Processing With DB2 for Linux, UNIX, and Windows and Coral8: High-Speed XML Event Processing Requires a "Pure" Approach: CEP engines are being used to drive a new breed of applications, such as low-latency financial market data analysis for algorithmic trading and trade compliance monitoring, Radio Frequency Identification RFID and sensor network analysis for asset tracking and supply chain logistics, and Web click-stream analysis for customer experience management and...; Tags: Linux, Logistics, Customer Experience, Microsoft Windows, Unix, Analysis, IBM DB2, Supply Chain, RFID, Business Operations, Wireless, Security, Biometrics; White papers 2007-04-19
Are you more I or T?: The easy path is "I"Those who go for the "I" require less effort for success than those who are more "T". A number of companies in the financial services sector are already stocking their IT departments with "I" guys and outsourcing the "T" tasks to service providers. The "I" guys...; Tags: Outsourcing, luayb@...; Discussion threads 2007-04-10
Hire talent and passion over skill and experience: As a hiring manager, knowledge and training are traditionally the most important areas you look at when evaluating a candidate. Maybe it's time to shift your focus.By Joe SantanaFor more than 17 years, I’ve made it a practice to hire talent and passion over skill and experience. I’ve never been...; Tags: Workforce management, Recruitment & Selection, Guest Contributor, talent, hiring, job; Technical articles 2002-11-11
Learn how to improve wireless ROI: Discover how to provide guidelines for making the right decisions regarding platforms, devices, and mobile e-mail applications to ensure a secure and scalable deployment of this technology. Watch the free ZDNet Webcast: Getting the most out of wireless mobile devices in the enterprise today! There are several ways that...; Tags: wireless, ROI; Technical articles 2004-07-19
Project management 101--the case for project management: Proving a negativeUnfortunately, there is no way to prove what issues and risks were avoided when they didn't happen in the first place. How do you put an ROI on something that didn't happen and might never have happened?Resolve or avoid? Counterpoint...I have done projects both ways, by the...; Tags: SECURITY, SirPssD, project management, risk, team; Discussion threads 2007-03-14
Video: The top five reasons why project management fails: What are the top reasons why projects fail in your organization?Original post:http://blogs.techrepublic.com.com/hiner/?p=894RE: Video: The top five reasons why project management failsI think relevant points are made. One that surprises me is not in the top five is a lack of project management skill / experience. Project management is distinctly different...; Tags: Tools & Techniques, Strategy, project management, top-five, information technology, video; Discussion threads 2008-12-10
Start small, and analytics will pay big dividends: Analytics can reveal the profitability secrets locked in your customer data. Analytics is also a convoluted process that can swallow time and resources. These tips can help you make the most of your customer relationship management CRM effort.The effective use of customer information generated by a customer relationship management CRM...; Tags: Financial Planning, Advertising & Promotion, Customer relationship management (CRM), Enterprise software, Dana Norton, dividend, analytics, CRM, customer data; Technical articles 2001-08-17
Requirements management best practices: Requirements management best practicesI work for a large company with a fairly informal software development process, especially in the area of requirement gathering/management. I would like to hear how others perform their requirements management. I would appreciate any information about how you gather requirements, how they are maintained...; Tags: Requirements Management, it management, requirements, project development lifecycle, hoghat@..., programming, simple Access database, change control; Discussion threads 2006-05-20
TechRepublic Tutorial: CRM in the call center and contact center: By Jay LassmanNo doubt there are people who remember when just a short walk or drive got you to the section of town populated with clusters of shops and businesses. Often, the combination proprietor-salesperson-stock clerk recognized you on sight and knew your name as well as your preferences for shirts...; Tags: call-center, contact center, CRM, Gartner , sales; Technical articles 2003-10-24
A conversation with a knowledge management guru, part 1: Delivering what you promise is essential for any IT consultant. Skip McDonald, director of knowledge management for Luminant, helps consultants at his firm develop the skills and abilities to do just that.One of the key challenges for IT consultants is balancing the need to sell, market, and deliver services with...; Tags: Strategy, Business intelligence, Rick Freedman, knowledge, Luminant Worldwide Corp., knowledge management; Technical articles 2000-07-10
Are you an SME looking for a good CRM?: Small and medium-size enterprises SMEs face a number of challenges when they launch e-commerce initiatives. Expanding their relationship with their customers is one of them. Here are two CRM solutions tailored for the SME.In the brick-and-mortar world, small and medium-sized enterprises SMEs may have an advantage over their larger competitors...; Tags: SMB/SME, Customer relationship management (CRM), Advertising & Promotion, Enterprise software, maturity, Dana Norton, small and medium enterprise, CRM, TriVium; Technical articles 2000-11-17
Learn when and how to implement end user training: As a project manager, you want to provide end user training just as work is about to be deployed. Unfortunately, things don't always go as planned. Our Project Management Mentor offers some advice on the ideal training strategy.TechRepublic columnist Tom Mochal receives dozens of e-mails each week from members with...; Tags: Workforce management, Tom Mochal, training plan, training; Technical articles 2002-11-22
3 Questions: Keeping IT focused during restructuring: By Loraine LawsonWith Ronald G. Roberts, vice president and chief information officer of Agere Systems, a $2 billion semiconductor companyThis interview originally appeared in the IT Business Edge weekly report on Aligning IT and Business Goals. To see a complete listing of IT Business Edge weekly reports or sign up...; Tags: Agere Systems, Agere Systems Inc., information technology, IT Business Edge , IT Organization, team; Technical articles 2003-12-10

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