Posted on April 13th, 2007 by admin
Type: Whitepaper
Author: Steve Daines, RightNow Technologies
Length: 10 pages
Cost: Free. Registration required.
Zero Contact Resolution – How to keep customers and build great brands
First Contact Resolution (FCR) has for years been used as the standard metric for measuring contact center performance. For all their usefulness, FCR has limitations, for example you do not get an accurate idea of how well you are treating your customer.
FCR is a reactive metric and in these competitive times, you need something more that enables you to gain your customer’s respect in his very first interaction with you. You need to be proactive in knowing the customer’s preferences. This is the essence of Zero Contact Resolution (ZCR).
What can ZCR do for your contact center? Read the rest >>>
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Posted on April 13th, 2007 by admin
Type: Whitepaper
Author: RightNow Technologies
Length: 11 pages
Cost: Free. Registration required.
Knowledge at the Point of Action– Six Ways to Make Sure Your Customers Love your Company
This whitepaper elaborates on the six best ways to ensure that your customers keep coming back to you. The key is customer experience which offers a good indication of the strength of the brand even as it adds to the topline.
However, it is not uncommon that even companies that are aware of the importance of having customer-centric business models continue to function with product-centric models. The six best practices discussed in this white paper revolve around the principle of Knowledge at the Point of Action (KAPA).
From customer interactions to empowering employees with the resources they need to deliver great experiences, the state of customer strategy execution remains poor.
To find out about KAPA makes your customers love your company, Read the rest >>>
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Posted on April 10th, 2007 by admin
Type: Research Report
Name: Obstacles to Customer Experience Success
Author: Bruce D. Temkin, Forrester Research
Length: 11 pages
Date: February 6, 2007
Cost: $279.00
Obstacles to Customer Experience Success – A Survey of Customer Experience Execs
Forrester asked customer experience executives about their efforts. Although nearly all of them think that customer experience is an important part of their firm’s competitiveness, most do not follow a disciplined approach to customer experience management.
Only about half of the respondents have an enterprise-wide customer experience effort and about one-quarter have an executive in charge of customer experience across channels. The most prevalent problems are lack of a clear strategy and limited budgets. When we looked at the difference between firms with a disciplined approach and those that were more undisciplined, there was a wide gap in the use of primary user research. To overcome these hurdles, firms should get more customer insight and put someone in charge.
Get Forrester’s Research report >>>
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Posted on April 10th, 2007 by admin
Location: San Francisco, CA
Date: April 22-26, 2007
Cost:
Early Bird Discount: $3,495 (credit card payment received by 5:00 pm EST February 23, 2007)
Standard Price: $3,695 (payment received after 5:00 pm EST February 23, 2007)
ITxpo-only Registration: $195
Gartner SYMPOSIUM ITxpo 2007
Discover emerging trends. Learn the latest. Meet the Experts. Experience the future of IT and business.
Attend this revamped conference and experience:
* Insightful New Content Based on Eight Mega-Trends Spanning 150+ Conference Sessions
* Valuable Role-Focused Symposium Community Networking Groups
* New Session Formats like Great Debates, Look Into the Labs, and Cool Vendor Shorts
* Compelling New Innovator Interviews with Technology’s Leaders
* ITxpo: Loaded With Emerging Tech You Can Experience
* Interactive Polling: Vote With Peers in Real-Time
* Provocative Opening and Closing Keynotes
* Super Sunday: A Whole New Way to Start Your Week
Check out Gartner’s SYMPOSIUM ITxpo >>>
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Posted on April 10th, 2007 by admin
Type: Whitepaper
Author: Strativity Group, Sponsored by RightNow Technologies
Length: 11 pages
Cost: Free. Registration required.
::: Making Customer Experience a Reality – Five Steps from Vision to Execution :::
This whitepaper distills the five steps, from vision to execution, to better align your organization with your customers.
Customer experiences are true indicators of corporate health and brand strength; driving revenue growth, preventing customer attrition and increasing market share. They are the competitive differentiators and can help fuel an organization’s success. Yet, for all the evidence supporting customer centricity, companies remain largely product-centric with transaction rather than customer relationship-based business models.
From customer interactions to empowering employees with the resources they need to deliver great experiences, the state of customer strategy execution remains poor.
Why does this happen? Read the rest >>>
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