Complimentary White Paper
Customer Experience Management:
Accelerating Business Performance
New White Paper from Bob Thompson
CEO, CustomerThink Corporation
Founder, CRMGuru.com
In this paper, we turn to the enterprise point of view, looking in more depth at why CEM has become another popular three-letter abbreviation. We'll analyze the gap between the experiences customers are receiving vs. those enterprises think they are delivering; review the business case for CEM; and present an emerging set of best practices gleaned from CRMGuru research conducted in April 2006.
Here are some major findings and conclusions:
- While enterprise managers do understand the importance of customer experiences, they probably overestimate the quality of experiences they are actually delivering, as customers perceive it.
- Companies that lead in CEM effectiveness, as measured by CRMGuru's 25-question assessment, generally also achieve double-digit revenue and profit growth.
- IVR systems and off-shoring have helped cut costs but at the detriment of experiential quality. Internet sales/support and training have been more effective.
Does your organization have what it takes to compete in a flattened global marketplace? If you want to do more than pay lip service to delivering customer experiences that truly differentiate, read this white paper to learn the steps you can take to CEM success.
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