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Bettering the Customer Experience . . .
Consumers Defect but Majority Say “You Could Have Kept Me,”
In 2012, one in five consumers switched companies they buy from, including wireless phone, internet service, and retailers, according to new research released today by Accenture. This marks a five percent increase in switching over 2011 levels. However, the eighth annual Accenture Global Consumer Survey also found that the majority (85 percent) of consumers say the companies could have done something differently to prevent them from switching. The survey, which polled more than 12,000 consumers in 32 countries, found that among those consumers who would have stayed if their provider had acted differently, two-thirds (67 percent) pointed to having their customer service issue resolved during their first contact as a factor. More than half (54 percent) might have remained loyal if they had been rewarded for doing more business with their provider. . . . read more >>
Pegasystems Empowers SAP Clients to Address Growth Initiatives
Pegasystems announced that the company is upgrading ERP solutions with its new Pega Process Extender, which enables organizations to leverage SAP applications with new work automation and user experience capabilities. Combining Pega and SAP has proven to improve the speed and accuracy with which clients bring new products to market and better serve internal and external constituencies. "Over 60% of our customer base uses SAP to handle ERP processes, with Pega's dynamic case management solutions interacting with SAP to get work done across the enterprise," said Alan Trefler, Founder and CEO at Pegasystems. . . . read more >>
Year-End Bonus Backfire
Call him the workforce whisperer. Online Rewards President Michael Levy is an employee recognition expert who has created employee reward and recognition programs for clients including: Macy’s, British Airways, the U.S. Army, State Farm Insurance, BMW, Reliant Energy and many other leading companies. The best thing that could happen to the 53% of U.S. businesses that award holiday bonuses (according to a Challenger, Gray & Christmas 2011 survey) would be a visit from the Ghost of Christmas Future, Levy says. As an employee incentive strategy, the year-end bonus is better suited to the 1840’s labor pool depicted in A Christmas Carol than the 21st century workplace. . . . read more >>
Aprimo Releases New Version of Marketing Management Solution
Aprimo introduced AMS 8.8, a new version of its Integrated Marketing Management (IMM) offering. AMS 8.8 features dozens of enhancements that make marketing processes and campaigns more efficient and effective, enabling marketers to engage with customers and increase the value they provide to their organizations. AMS 8.8 features new installation and deployment tools designed to make implementation, migration and upgrades faster and easier, and now incorporates social media input via Aprimo's recently announced Social Adapter, which enables marketers to capture customer preferences based on data from social networks like Facebook, thereby increasing opportunities for personalized customer engagement. . . . read more >>
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