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Bettering the Customer Experience . . .
SDL Survey on CXM Reveals Essentials to Creating a Great CX
Product information – whether that’s user manuals, how-to guides, or installation and troubleshooting guides – has always been considered a staple component in any customer purchasing experience. Yet little research has been done to analyze exactly how users access and leverage product information, and how it influences their perception of a product or brand. The survey, which was conducted online among 1,000 adult consumers in the United States, demonstrates the impact that high-quality product information can have on the customer experience. The majority of respondents agreed that high-quality product content is essential to good customer service (82 percent), makes it easier to solve service problems on their own (87 percent), and improves their impression of a product or brand (79 percent). T . . . read more >>
Experian Selects Aspect to Bring Customizable Data
Experian has selected Aspect to improve the company’s agent and call center performance. By leveraging the power of Aspect’s Applications Foundation platform, Experian provides its agents an adaptable, single access interface for critical and actionable data. Agents and call center managers no longer have to juggle multiple open applications or navigate between numerous screens as the customizable Aspect solution streams key features and functions from Aspect’s product portfolio directly to a single desktop application. . . . read more >>
Sage SalesLogix v8.0 Enriches Team Collaboration
Sage North America announced the new Sage SalesLogix v8.0 customer relationship management (CRM) system. Sage SalesLogix v8.0 includes enhanced web and mobile interfaces that simplify role-based data access, searching and collaboration to improve how users and teams manage their information and relationships. Enhanced security options and new administrator customization tools are among other new features. Sage has also advanced Sage SalesLogix Cloud deployment capabilities with additional memory capacity, an improved "Go Live" process and expanded performance testing. . . . read more >>
The New Science of Retaining Customers
Consider this familiar story. After promising initial purchases, your marketing team observes a steep falloff of buyer interest for some of your new products. In contrast, other offerings are doing surprisingly well. These offerings not only attract repeat purchases, but also more frequent ones among key buyer groups. Unfortunately, it isn't clear what has caused your best customers with the highest revenue potential to buy, leaving you without the information you need to repeat your successes or avoid the pitfalls. Where do you start to plan your holiday campaign? The mountains of data you collect were supposed to show you the way. Instead, they are stuck in disparate silos, inconsistent across marketing channels and out of date by the time reports hit your desk. Mining the insight from that data can be as exasperating as trying to solve a three-dimensional puzzle. . . . read more >>
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