Tag: customer centric

Quale è il valore dei dati CXM?

su da Gian Carlo Mocciin Customer Experience, Marketing, LoyaltyLascia un commento

AICEX: il CXM può generare tanti dati, ma quale è il vero valore? – 

Customer experience management (CEM) programs can generate a lot of data. The value of these data is based on their utility to improve the customer experience and the overall quality of the customer relationship. Companies, to be successful need to effectively organize and analyze these large data sets as well as disseminate resulting information to the employees (from senior management to front-line employees) who need insights to deliver a better customer experience. Understanding, aggregating and analyzing customer feedback data starts with a business model. Because of the nature of the data is customer-related, this business model needs to be customer-centric. This business model will help guide data analysis and will, ultimately, lead to business decisions that are customer-centric.

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La vostra azienda è davvero customer centric?

su da Gian Carlo Mocciin Customer ExperienceLascia un commento

” Customer-centric companies prioritize the customer experience and engage regularly in two-way communication with customers. These companies give their customers a seat at the boardroom table—and are outperforming competitors as a result. ”

http://oliviermilo.wordpress.com/2014/08/08/do-you-think-your-company-is-customer-centric/

AICEX Customer Experience Italian Association

Analizzare i Big Data: un approccio customer-centrico

su da Gian Carlo Mocciin Marketing, Loyalty, OtherLascia un commento

NOTA AICEX: “Big Data” sembra essere la parola del momento. L’autore del blog di oggi ci spiega come si lega il Customer Experience Management ai Big Data e come si possa ottenere un approccio customer centrico.

The latest buzz word in business is Big Data. According to Pat Gelsinger, President and COO of EMC, in an article by the The Wall Street Journal, Big Data refers to the idea that companies can extract value from collecting, processing and analyzing vast quantities of data. Businesses who can get a better handle on these data will be more likely to outperform their competitors who do not.

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Customer Service: top trend

su da Gian Carlo Mocciin CRM, Customer ServiceLascia un commento

NOTA AICEX: rispolveriamo i top trend per il Customer Service nel 2014 proposti da Forrester. Sono ancora attuali?

cs

In the Age Of The Customer, executives don’t decide how customer-centric their companies are – customers. In an attempt to move the needle on customer service operations, in order to keep customers satisfied and loyal to your brand, these are the top trends that you should be paying attention to. You can get my full report here.

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