Building the Customer-centric Enterprise

  • Source: The Economist
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The insurance industry’s turn from an underwriting-oriented vision to a customer-centric view has been painfully slow. Success isn’t just a matter of delivering superior products and services, but of incorporating customer insight into enterprise strategy on an ongoing basis. Learn how you can use your customer segment data for customer analytics that can help you determine which segments to grow and which to retain.

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Moving Beyond Your Mobile Blind Spot: An App Centric Approach to Enterprise Mobility

Between 55% and 65% of enterprises allow some type of bring your own device (BYOD), according to J. Gold and Associates’ research. While companies tend to have mobile strategies, there are often gaps within those strategies that overlook factors like changing technology requirements and security breaches. This report looks at the crucial factor of security, compares mobile security solutions, and details prioritizing the user experience. Read More

Moving Beyond Your Mobile Blind Spot: An App Centric Approach to Enterprise Mobility

Between 55% and 65% of enterprises allow some type of bring your own device (BYOD), according to J. Gold and Associates’ research. While companies tend to have mobile strategies, there are often gaps within those strategies that overlook factors like changing technology requirements and security breaches. This report looks at the crucial factor of security, compares mobile security solutions, and details prioritizing the user experience. Read More

The IVR Playbook: Your Guide to Choosing, Designing, Developing, and Delivering an IVR Platform that Ensures a Great Customer Experience

At its core, interactive voice response (IVR) technology allows a computer to interact with a customer through the use of voice and touch-tone telephone keypad inputs. Looked at closely from a business perspective, IVR can be a huge part of an enterprise’s customer experience.

This IVR playbook looks at things to keep in mind when considering investing in a new or upgraded IVR system. It looks at who uses IVR technology and what could indicate that it’s time to make a change to your IVR... Read More

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Get Closer to Your Best Customers: A Shift in Customer Strategies in a Time of Crisis

  • Source: SAP
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An unsettled economy needs a different approach to managing revenues. Companies must identify their most profitable customers and the most effective marketing and sales vehicle for reaching them—with a shrinking budget. And shifts in customer spending demand a fresh look at the value proposition of your current products and services. Find out how you can stay close to your customers as their needs change. Read More

Customer-centric CRM

Companies implement a customer relationship management (CRM) system to balance increasing revenue, decreasing costs, while enhancing the customer experience. However, many implementations fail to do this. Companies, however, can meet these goals by implementing a customer-centric CRM. In this system, all business processes throughout the extended enterprise are optimized around customer life cycle care, which builds stronger relationships. Read More

The Intelligent Integrated Enterprise Advantage

  • Source: IDC
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Many organizations are making investments in their customer service, knowing full well that customers that are consistently being treated well are going to remain loyal to the business. And being treated well begins with the design of systems responsible for delivering a great experience. Focusing on customer-centric design that involves the application of intelligence to identify problems in coordination across integrated systems is an important way to gain control over meeting customer expectations.... Read More
 
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