Customer Relationship

Customer Intelligence is the New Black: Deriving Actionable Insights from Customer Interactions to Reduce Cost-to-Serve and Customer Effort

White Paper: FirstSource

Whether it’s a B-to-B or a B-to-C model, the consistent delivery of high-quality customer care is a difficult goal to achieve. This is especially relevant in our device-driven world, an “always on” hyper-connected environment laced with multiple customer touch points

Inflection points key to driving brand loyalty

White Paper: AIMIA

In today’s recovering global economy, identifying and positively influencing these loyalty moments of truth- the inflection points, has become our singular challenge. Every customer interaction can make or break the relationship with your brand - from the first encounter with your brand, through the first purchase, at each touch point one encounters in your loyalty program, and into each post-purchase service encounter. In this whitepaper, recognize the most important inflection points along your customer journey from curious newcomers to brand loyalists. It addresses key questions like: What are the 10 most important loyalty moments of truth? How to identify and act on these inflection points with relationship-saving tactics? What are the guidelines for getting them right? What are the ways with which you can help foster customer advocacy? How to avoid dropping the ball with inflection points? What are the best practices to receive the full benefit of increased loyalty through the redemption experience?

Aimia's Loyalty Lens 2016 global survey

White Paper: AIMIA

Customers have gradually high expectations of the brands with which they share their data. Today the way companies collect and use data, and the way their customers share it, is changing. For years companies have been striving to create customer loyalty programs that stick. Companies must move away from just collecting customer data, to using it in a way that provides more value or a better experience for their customers. Why companies want certain types of customer data and what the benefits for the customer will be? This whitepaper provides insights on helping the clients deliver customer experiences that stand out and encourage brand loyalty. This white paper on “customer insight to inspire true loyalty’’highlights: Five global insights into customer loyalty The value of data is rising Customers expect more for sharing their data Four types of customer data and how to value them Five actions marketers need to take now

Why Consolidate Loyalty Strategy And Platform With A Single Vendor?

White Paper: ALTUS Dynamics

While it may seem like common sense for solution buyers to select and work with a loyalty strategy partner before selecting a loyalty platform partner– for example, to know their program design first, then translate it into technical requirements as a precursor to selecting a platform. It is seen that the practical reality puts the “sense” of this common-sense approach into a big question. Without proper consolidation, we tend to see an elevated risk for delays, increase in costs, and problems in execution. This whitepaper discusses the benefits of consolidating loyalty strategy and platform. It highlights: Reasons for the Delays Increase in Costs Problems in execution

Orchestrated Customer Engagement: Build customer trust and loyalty through more effective engagement

White Paper: IMS Health

Orchestrated Customer Engagement (OCE) has now proven itself to be the next generation of customer engagement beyond Multichannel Marketing and Omni-channel Marketing. Orchestrated Customer Engagement is an innovative strategy that helps life sciences companies align their sales and marketing functions, integrate customer-engagement activities across the organization, and support it all with a foundation of robust information management. This whitepaper discusses how companies can orchestrate customer engagement. Key takeaways from this whitepaper: Illustration showing comparison between how Life Sciences companies interact with their customers before and after implementing Orchestrated Customer Engagement Why do Life Sciences companies need Orchestrated Customer Engagement? Key ways in which Orchestrated Customer Engagement helps organizations address several challenges How Orchestrated Customer Engagement works: A use case scenario

The Customer Journey Management Methodology - A 3-Step Approach to Ensure A Successful Result

White Paper: QMATIC

Customer Journey Management is defined as managing the customer’s experience from initial contact to final service delivery. Customer journey mapping methodology is used to understand the flow of experiences a customer has with an organization in order to be able to deliver the best possible solution for every unique situation. This descriptive whitepaper is devoted to describe the underlying working methodology of Customer Journey Management and how it can be used to deliver remarkable customer experience. This whitepaper on Customer Journey is a step-by-step guide that looks into ‘’ 3-step Approach to the Customer Journey Management Methodology’’ .It covers: Map the current and define the target Customer Journey Management Process Develop processes to gain insights from continuous data analysis and process re-evaluation while managing the customer journeys Design and implement a solution to achieve the targeted Customer Journey Management process Download this whitepaper that will help you gain the business benefits of Customer Journey Management.

A Guide to Increasing User Adoption of Customer Reference Programs

White Paper: Point Of Reference

To increase user adoption of Customer Reference Programs, executive support is the most important success factor. Customer Reference Management Practices continually evolves services and processes to demonstrate value and prove success to the executive team. Customer Reference Program Marketing Plan provides a step by step plan and timeline for establishing, promoting and measuring a formalized Customer Reference Program. This white paper talks about the customer reference program best practices, most common obstacles in customer reference program adoption and the practical suggestions in overcoming them. It covers: How revenue has been influenced by the Customer Reference Management System? How can customer records be a major statistic to increase sales and customer reference? What is the role of sales involvement in Customer Reference Program? How can you generate leads by managing the customer reference procurement?

Listening and Learning from Customer Reviews

White Paper: PDFfiller

Soliciting and sharing customer reviews have become a crucial element of both marketing and future product development as well as building the consumer trust. Looking for ways to respond effectively to online customer reviews? This white paper briefly illustrates a complementary solution to the problem of building consumer trust that involves the use of a third party system to expose potential buyers to the experience of previous customers. What are the ways to build consumer trust with customer reviews? What is the impact of customer reviews on consumers' buying decision? What are the benefits of sharing customer reviews for business? This white paper helps you to gain insights which leverages direct customer feedback to make your products and services more meaningful to the customers you serve.