Abstract: A customer-
centric strategy is an important part of winning the battle for customers’ hearts, minds, and wallets. But while many business leaders understand the basic concept, they lack details on exactly how customer-
centric practices deliver business value. This overview of launching and sustaining a successful customer-
centric journey explains how it pays to give your customers what they want.
PubDate: 9/25/2008 1:48:00 PM
Abstract: Custom application development is a trusted, tested strategy to ensure effective application of resources for business advancement and continuity, with minimal risk and solid return on investment (ROI). What’s that, you say? High cost? Low dependability? Long timelines? The custom application development model is plagued by myths. Find out why they’re all wrong.
Abstract: Business process management (BPM) is ultimately about people, not technology. While technology enables BPM, it is people who lead, manage, and participate in business processes. However, BPM vendors have not traditionally focused on human-centric needs. A human-centric perspective can transform BPM from a cold automation system into an intuitive, user-friendly tool that eliminates redundancy and accelerates how work gets done.
Abstract: With today’s strategic focus on data, a significant challenge facing companies is the ability to use data to create a single customer view (SCV). An SCV means that a company has a accurate and complete view of their customers across all applications, databases, and customer touch points. The financial, operational, customer satisfaction, and regulatory effects of unreliable SCVs are overwhelming.
Abstract: As componentization and Web services mature, packaged software will be less rigid and easier to adjust to unique practices-- thereby gaining some of the benefit of the custom approach. Although an enterprise can generate many benefits from standardization, it may also create other issues that may often result in disruptions.
Abstract: If you could have a 360-degree view of your business, wouldn’t you want to take a peek? Most companies would say yes, but no business could benefit more from this panoramic view than large enterprises. Today, they’re getting that view—and more, from customer relationship management (CRM) technology. For large enterprises, CRM represents a powerful opportunity for positive change—and you ignore it at your own risk.
Abstract: Most retailers might say that they are customer-centric, but what does that really mean? After all, there is a huge difference between simply serving a customer and centering on a customer's specific needs and satisfaction.
Abstract: Cost, time, resources, cash, and risk have always been the basics of project management. But as business as a whole becomes more project- rather than process-oriented, management technologies must in turn become more project-centric.
Abstract: Network-centric operations (NCO) provide the ability to leverage information networks to generate a more dynamic and agile decision-making space. A fundamental enabler is service-orientated architecture (SOA). The use of industry-standard IT architectures helps ensure that systems can be provisioned rapidly, shared as appropriate, and give the flexibility and response times needed within such challenging environments.
Abstract: It’s never been more important to create and sustain mutually valuable customer relationships. How can your company improve execution of customer-centric business management and drive total customer value? Learn about four best practices for better customer experience management, including building genuine relationships through collaboration. Explore the next frontier in achieving genuine customer relationships.
Abstract: In the wake of the subprime meltdown, many financial services firms are coping with huge write-downs and high market volatility by cutting staff and budgets. But even in uncertain times, smart financial firms can find ways to grow. Learn how you can use customer-centric strategies and customer relationship management (CRM) tools to maximize the value and loyalty of your client base and gain insight into new opportunities.
Abstract: The secret to finding opportunity and growth in a downturn lies in your customer base. Don’t struggle to find ways to cut costs. Learn how your organization can use customer-centric strategies and customer relationship management (CRM) tools to maximize the value and loyalty of your customer base, get insight into new areas of opportunity, and do more with less—so your company can succeed in times of economic uncertainty.
Abstract: The insurance industry’s turn from an underwriting-oriented vision to a customer-centric view has been painfully slow. Success isn’t just a matter of delivering superior products and services, but of incorporating customer insight into enterprise strategy on an ongoing basis. Learn how you can use your customer segment data for customer analytics that can help you determine which segments to grow and which to retain.
Abstract: The new focus for business leaders is customer advocacy, soon to become the most important strategic initiative for cutting-edge, forward-thinking companies. A crucial department in the company is thus the customer contact center, as it plays a pinnacle role in branding, corporate image, and customer lifetime value. Adopting a customer-centric culture has a direct impact on corporate financial viability.
Abstract: Companies implement a customer relationship management (CRM) system to balance increasing revenue, decreasing costs, while enhancing the customer experience. However, many implementations fail to do this. Companies, however, can meet these goals by implementing a customer-centric CRM. In this system, all business processes throughout the extended enterprise are optimized around customer life cycle care, which builds stronger relationships.
Abstract: Ensuring customer quality is the key to customer loyalty and retention. When a company treats its customers like it doesn’t know them, it’s bad for business. This occurs when companies work with disparate data—using one database for sales, another for marketing, and a third for operations. Developing a real-time solution that provides a single view of the customer is by far the best way to increase customer satisfaction.
Abstract: In construction and services, matching the right people to the right projects is mission-critical if those projects are to show actual profits. But determining profitability takes time—not a common commodity today. What’s needed are tools to track, identify, and report all contract and project activity—an integrated view of all job details, including the critical factors that determine profitability.
Abstract: Focusing on the customer is not new. But some companies are going deeper into a customer experience management strategy to become customer-centric. Can you manage every part of the interaction and experience your customers have with your company? Learn how to develop a customer-centric approach that will make your customers feel not only connected, but delighted, loyal, and able to be a consistent advocate of your brand.
Abstract: On any given day, your interactions with a few strategic customers will make a huge long-term difference. But which few customers? A new type of analytic application, customer value management (CVM), answers the need to identify, analyze, and predict customer behavior. Using CVM enables companies to shift from campaign-centric to customer-centric analysis, and develop more individualized and profitable customer relationships.