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Bettering the Customer Experience . . .
Move Your Customer Experience Business Case from Solid to Sold
You've built a business case for a Customer Experience initiative or even for a full blown strategy. You are able to engage all the right folks to get all your costs figured out, both to implement and to operate after implementation. You can articulate the benefits, even quantifying the tangible benefits as well as those softer benefits that cannot be defined in terms of dollars and cents, but are good nonetheless for the company. You created and can show how all the financials, the NPV, the IRR, and so on, are all above targeted levels. Now, how do you convince a senior executive (maybe your boss) or even a panel of executives, to see what you see – that yours is an effort the company must do and that the investment will be well worth it in the long run? . . . read more >>
For Better Service, Try Exploitation
Ever-changing and maturing digital technologies empower your customers, allowing them to find what they want, at the prices they want, anywhere in the world. Digital technologies put substitutes in easy reach, and social technologies and online reviews put more information about your products in your customers' hands than you likely have available to you. Competing today requires more than being "customer-centric." Many strategies you've historically used to compete have been commoditized. Now cloud services provide all the computing power and resources you need, commoditizing years of IT investments. Being customer-centric on top of now commoditized areas of differentiation means nothing. Customer obsession provides true advantage. Organizations must shift investments to this obsession and build customer knowledge, an asset resistant to technology disruption. . . . read more >>
VSI Enhances Real-Time Decision Support
Vertical Solution has enhanced its platform technology, Vertical Services Platform(TM) (VSP), to enable real-time decision guidance. This new functionality, called Service Guidance, is available on all applications developed on VSP, including VSI's cloud-based CRM contact center and field service management solutions VContactCenter and VServiceManagement. VSI's Service Guidance provides any system user -- contact center agents, customer service personnel, field service teams, and end-users accessing self-help portals -- with pertinent information, tips, and suggestions on data capture processes and relevant actions. Service Guidance helps companies standardize processes, minimize ramp-up times for agents and service personnel, improve up-sell and cross-sell opportunities, enhance reporting, and, in certain cases, comply with regulatory requirements. . . . read more >>
Social and MobileCRM Boost Productivity by 26.4 Percent
A Nucleus Research survey of CRM decision makers found that organizations can significantly increase returns on their CRM investments by adding mobile and social capabilities, particularly for salespeople. Nucleus recently surveyed 223 CRM decision makers and found an average productivity gain of 14.6 percent from mobile capabilities and 11.8 percent from social CRM. "Given the relatively low price point of many mobile CRM applications, and the fact that most social capabilities are bundled into CRM at no additional per-user price, organizations that do not explore mobile and social strategies are likely to lose competitive advantage in 2012 to those competitors that do embrace these technologies," said Rebecca Wettemann, vice president of research at Nucleus Research, in a statement. . . . read more >>
LVA: The New Fraud Detector?
Herman Cain was innocent of charges that he had affairs, while Jerry Sandusky was not being truthful about his involvement with boys, according to two Layered Voice Analysis (LVA) technology experts. Lynn Robbins, president of Voice Analysis Technologies of Madison, Wisc., and T.J. Ward, president and CEO of Atlanta-based Investigative Consultants International, made these startling claims in November 2011 after the two statements made by Cain and Sandusky in recent media interviews were analyzed using LVA technology created by Nemesysco Ltd., based in Netanya, Israel. Nemesysco explains that LVA is not a voice stress analysis technology but instead uses its own patented technology to detect brain activity traces in a subject's voice via a wide spectrum analysis. LVA, Nemesysco says, is comprised of a set of unique signal processing algorithms that identify different types of stress, cognitive processes, and emotional reactions. . . . read more >>