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 NEW IN CRM
News: Pegasystems Unveils Warranty Claims Case Management Solution
Pegasystems announced a new Warranty Claims Case Management solution that provides product organizations with the visibility, transparency and control needed for effective warranty claims management together with operational productivity improvements. Pegasystems' Warranty Claims Case Management solution enables multi-channel, intent-driven claims automation and control that improves both customer and dealer experiences. The new solution provides organizations with cost reductions and cost avoidance in claims management operations and warranty management.(Pegasystems
)
News: Nestle Selects Sogec and Unica for Multi-Channel Marketing
Unica and Sogec Marketing have been chosen by Nestle France to manage multi-channel marketing initiatives for the world's leading food company. Due to the proliferation of potential marketing channels, the company's CRM and marketing departments felt it necessary to evaluate campaign management solutions, and ultimately selected Unica to help it execute interactive marketing programs. Unica's email marketing solution, Unica eMessage®, which enables marketers to execute personalized emails, SMS, and other mobile communications, has been integrated into Nestle's solution to respond to deliverability issues and ensure that emails arrive in the inbox rather than in spam folders.(Unica
)
Article: Co-Created Value: The Future Of Customer-Centricity?
Value drives everything we do. We buy stuff because we value it, we collaborate because there is value in the collaboration. Value is contextual (state dependent) both in terms of when we consume it and when evaluate it (to buy). This means it depends on the state of the world at the point of use. Between 10 and six last night when I was asleep, I did not value the functional use of the iPhone but I valued its availability for functional use, which is a use value as well, but an emotional use. But when I bought this phone, I might not have envisaged this particular context or all contexts where I would have valued the use of my phone. Indeed, the context in which I purchased my phone would have influenced the price I was willing to pay for it at that time. It also means that I have to imagine the future use value contexts to develop a present value of the phone. (MyCustomer
)
Article: Infiltrating the Community
A brand-online community is a great place for a company to engage consumers—but where does a marketer go when the opinions he seeks aren’t those of brand enthusiasts? Monitoring social media sites such as Facebook or Twitter may be sufficient to judge customer sentiment; these sites can also provide companies a place to form fan pages and product groups. But companies monitoring these sites are engaging mostly with customers who already have some familiarity with their product. What’s the alternative? if the goal is to tap a new pool of prospective customers? A site such as Gather.com allows a company to gain access to and interact with customers who may fit its target demographic but may not have experience with its product. (DestinationCRM
)
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OUR TAKE -
The Multiplicative Effect of Denial