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Campaign Management Solution Implementation
The goal of this paper is to help organizations maximize the Return on Investment (ROI) of Campaign Management implementation by exploring the key challenges involved with the implementation of Campaign Management and identifying methods of managing these challenges to achieve success quickly and effectively. There are many critical success factors involved in any Customer Relationship Management effort. They include the more obvious project management considerations as well as technical and process elements that are central to a successful implementation effort. We focus on five critical factors for successful Campaign Management implementation: Collaboration, Change Management, Data Quality, Developing Experience, and Operational Accountability.
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Managing CRM Risk
Customer Relationship Management solutions are often the source of great change and innovation within an organization. With the upheaval created through this change and innovation comes risk — the chance that things will not go as planned. While attention to risk is no guarantee against catastrophe, ignoring risk-related factors can easily set projects up for failure. The risk associated with implementing large-scale systems that manage customer service, marketing information, or provide sales force management information can be substantial, with risk due to many factors. Here we describe a practical approach for managing risk in CRM implementations. Teams that adopt this methodology will find themselves equipped with a means to identify and quantify risk. They will be able to plan for risk responses that are effective and can be communicated easily throughout an organization.
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Post-Call Customer Satisfaction Measurement
- Presented by Autonomy eTalk
Traditional survey methods – such as third-party phone surveys, web surveys, direct mail and email – are all great tools for measuring customer data, yet none of them does what the automated, post-call, IVR survey can: measure customer satisfaction immediately after the agent interaction.
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Three Best Practices for Today’s Profitable Contact Center
- Presented by Avaya
Cost vs. revenue? Efficiency vs. effectiveness? Contact centers have always had to balance these apparently opposing forces. In this new era, contact center managers must find approaches that deliver on effectiveness and efficiency simultaneously. The three best practices discussed here are those that Avaya has found can deliver on this promise today.
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Dynamic Customer Value Maximization
- Presented by e-Glue Business Technologies
In today’s competitive age, when customer satisfaction is a key to success, customer interaction must rely on real-time assessment of information and immediate reaction to customer demand. This document will offer you a glimpse of how customer-centric organizations can maximize customer value, enhance customer retention, leverage past investments and deliver fast ROI, by delivering to the customer interaction relevant information and defining the action required to maximize the value of the interaction.
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Customer Service Strategies: Creating a Great Customer Experience
- Presented by Genesys
Learn about the impact a superior customer experience can have on your business—and how to bridge the gap between satisfaction and loyalty. This strategy guide is intended for customer-facing business and operational decision makers interested in maximizing the value of customer interactions across all channels.
It examines:
• Nine winning strategies for improving customer satisfaction—and building loyalty
• The elements of “customer satisfaction”—and how it differs from loyalty
• How to create a great contact center experience—critical to increasing revenues and profitability
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Customer Service Strategies: Creating a Great Customer Experience- Genesys
- Presented by Genesys
Learn about the impact a superior customer experience can have on your business—and how to bridge the gap between satisfaction and loyalty. This strategy guide is intended for customer-facing business and operational decision makers interested in maximizing the value of customer interactions across all channels.
It examines:
• Nine winning strategies for improving customer satisfaction—and building loyalty ;
• The elements of “customer satisfaction”—and how it differs from loyalty;
• How to create a great contact center experience—critical to increasing revenues and profitability
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Hosted CRM Buyer's Guide
- Presented by InsideCRM
This paper outlines the general benefits and drawbacks of hosted vs. on-premise CRMs and lists the basic features to look for in your hosted solution. This is an up-to-date overview of the CRM market and a rundown of the general costs of various CRMs today.
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The Presence-Enhanced Multimedia Contact Center
- Presented by Siemens Communications, Inc.
Today’s business environment is increasingly reliant on the contact center as the first line of defense to resolve customer issues, and to create new opportunities. For this line of defense to be effective it needs tools and techniques that work seamlessly with the organizational structure and processes. Due to the globalization of the enterprise these structures and processes can become complex and rely heavily on the ability of the employees to interact quickly and effectively to create solutions to overcome challenges – big and small. This paper illustrates the business value of deploying presence and collaboration tools in the contact center to improve productivity, reduce costs and raise both employee and customer satisfaction.
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What Every Senior Executive Needs to Know About Multi-Channel Contact Centers
- Presented by Telephony@Work
With contact center technology, it’s important not only to kick the tires but also to look under the hood. While many vendors claim to have the solution for multi-channel contact center technology, the reality is that the phrase “Caveat Emptor” has never had more relevance than it does today. This white paper highlights the top ten questions to ask any contact center technology provider.
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