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Voice of Customer: Using Customer Actions That Speak
Traditional voice of customer (VoC) analytics for understanding and predicting customer behavior relies on two types of data sources—structured (customer

voice of customer  Actions That Speak Traditional voice of customer (VoC) analytics for understanding and predicting customer behavior relies on two types of data sources—structured (customer feedback surveys, focus groups, etc.) and unstructured (blogs, forums, etc.). Data is then organized for use by diverse teams across an organization. Read about how companies can use data captured from customer actions or on-board diagnostic (OBD) systems for VoC analytics. Read More...
Customer Care and Billing (CC&B)
Customer care and billing (CC&B) solutions typically support providers of utilities, telephony, cable, or other services providing companies. CC&B software includes functionality for mediat...
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Documents related to » voice of customer


Experiencing the Customer Experience: Listening to, Learning from, and Acting on the Voice of the Customer
To ensure a positive customer experience, companies must first learn what their customer values, and then determine how they are measuring up to those values

voice of customer  and Acting on the Voice of the Customer There's a new three-letter acronym making the rounds out there—and it's already getting on my nerves. The acronym? CEM. The term? Customer experience management . To be sure, the underlying idea is attractive. There is certainly value in a positive customer experience, and it's worth exploring the many ways in which one might design, optimize, and support this practice. Who's against giving customers a memorable and meaningful experience? Sounds a lot like Read More...
Voice of the Customer Analytics
Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of

voice of customer  the Customer Analytics Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of business objectives, then act upon it to drive change. These solutions can provide an organization with critical data for rapid, targeted decision making, by analyzing and combining customer data from both direct (speech analytics, chat, e-mail) and indirect sources (social media) to gain a holistic view of the customer Read More...
Can You Hear Me Now: The True Role of Voice-directed Picking in Warehouse Management
Although voice-directed picking may take distributors to higher logistics levels someday, operations managers should try listening to their warehouse personnel

voice of customer  train warehouse personnel on voice technology is much less than training them to work in a paper or scanning environment. This is true, but these industry experts are really speaking in terms of training the system, not the individual. Of course, individual pickers still need to be taught the warehouse layout, just as they need in a paper or scanning environment. And you still have to teach the picker about the product, just as you would in a paper or scanning environment, unless you are using universal Read More...
Voice Self-Service Leverages the Knowledge Base to Improve Customer Interactions
Deploying voice self-service (VSS) is undeniably attractive to enterprises because it improves the speed, consistency, and convenience of information sent to

voice of customer  indicated in Exhibit 1, voice is one of the leading self-service channel performers of customer interaction. Although the advantages of VSS are well known, many enterprises have not capitalized on the current technological advances and best practices in voice technology. The architectural limitations that once plagued this space have matured into an open standards-based paradigm allowing for a truly enterprise-wide infrastructure. VSS works effectively when it is integrated with the overall service Read More...
Customer Chemistry


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Flexible Customer Data Integration Solution Adapts to Your Business Needs
Siperian's master data management and customer data integration (CDI) solutions allow organizations to consolidate, manage, and customize customer-related data.

voice of customer  Customer Data Integration Solution Adapts to Your Business Needs Customer data integration (CDI) has become one of the buzzwords within the master data management (MDM) industry. Although the concept of creating a single organizational view of the customer is noble and desirable, its value should also be justified by organizations. To implement a customer data hub that only creates a centralized view of an organization's customer-related data does not affect a company's bottom line, unless Read More...
Never Was A Story Of More Woe Than This Of RJR And Nabisco
The complex maneuvers involved in RJR’s divestiture of Nabisco will prove simple compared to the efforts required to join Kraft and Nabisco in a way that

voice of customer  Was A Story Of More Woe Than This Of RJR And Nabisco Never Was A Story Of More Woe Than This Of RJR And Nabisco S. McVey - August 2, 2000 Event Summary Like a farmer hurrying to gather crops before the onset of locusts, R. J. Reynolds recently sold its Nabisco food subsidiary to Philip Morris, rival and co-defendant in the Florida lawsuit. Philip Morris will merge Nabisco with Kraft Foods, its $17 billion subsidiary, and expects the combination to produce $600 million in cost-savings over the next Read More...
Social Customer Suite
Lithium’s Social Customer Suite powers customer experiences, helping companies to build brand nations and online communities of customers.

voice of customer  Customer Suite Lithium’s Social Customer Suite powers customer experiences, helping companies to build brand nations and online communities of customers. Read More...
The Customer Relationship Management Vision: It Starts with Relationships
An alarming number of companies get on the wrong track when creating a customer relationship management (CRM) vision. Outlined here are four steps that take the

voice of customer  Customer Relationship Management Vision: It Starts with Relationships Originally published - December 19, 2007 When it comes to the creation of a customer relationship management (CRM) vision that truly serves to enhance the customer experience, so many organizational leaders are trapped within their own understanding of what that vision entails. Consider the following statistic: of all CRM programs initiated, roughly 70 percent involve a great solution but a bad implementation plan, resulting in poor Read More...
Five Ways to Positively Impact Customer Retention and Business Operations
Maintaining strong business performance and retaining loyal customers requires continual vigilance and assessment. Establishing metrics that focus on value

voice of customer  Ways to Positively Impact Customer Retention and Business Operations Leading customer-focused companies view every customer interaction as an opportunity to make a new offer, improve retention, increase revenue, build loyalty, or strengthen their brand. Infor CRM Epiphany helps companies optimize customer relationships by integrating marketing, sales, and service. By providing a full 360-degree view of customers, the system enables a consistent and continuous customer dialogue based on real-time Read More...
IDC and Webroot Present: Securing Enterprise Environments against Spyware-Benefits of Best-of-breed Security
The threat of spyware has risen to epidemic levels for many information technology professionals trying to protect their users and network. In response, many

voice of customer  and Webroot Present: Securing Enterprise Environments against Spyware-Benefits of Best-of-breed Security The threat of spyware has risen to epidemic levels for many information technology professionals trying to protect their users and network. In response, many security vendors are creating anti-spyware software to seek out spyware and eradicate it from the enterprise network. Webroot's Spy Sweeper Enterprise is just such a product. Read More...
Applying the Power of Social Networks to Customer Relationship Management
Customer relationship management (CRM) is rapidly morphing from a customer management model to one of customer engagement. Social networks, podcasts, blogs, and

voice of customer  the Power of Social Networks to Customer Relationship Management The era of managing your customer with a traditional customer relationship management (CRM) process is rapidly coming to an end. CRM is undergoing a revolutionary transformation, changing from a customer management model to one of customer engagement, and Web 2.0 technology is at the heart of this change. Social networks, podcasts, blogs, and wikis are enabling customers to become advocates rather than simply targets, giving them the Read More...
Improving Customer Relationships: An Integrated Approach
It’s a simple idea: get a better understanding of your customers’ wants and needs, deliver on their expectations, and your revenue will increase. But more than

voice of customer  Customer Relationships: An Integrated Approach Improving Customer Relationships: An Integrated Approach If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. More than ever, in today's challenging business environment, best-run companies are staying focused on their most valuable assets – their customers. Companies seek to retain their best customers and maximize the effectiveness of every customer interaction – whether it's Read More...

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