The value of customer experience in the digital age global version

... Customer acquisition cost Customer satisfaction score Customer effort score CIO Customer retention rate Request a copy of the full research from marketing .apac@ genesys.com to understand how the ... marketing .apac@ genesys.com to understand how the C-Suite values customer experience in today’s digital age Customer lifetime value Return on investment Revenue imp...

Ngày tải lên: 02/12/2015, 14:16

... any other region Customer experience which includes digital and in- person channels are very important today and in the next years (%) 31 24 1- 10% About the same Asia-Pacific Latin America North ... but online assistance support expected to be in the future 17 30 28 34 4 Asia-Pacific 11 30 33 15 35% of companies in Latin America will boost investment by more than 25% - M...

Ngày tải lên: 02/12/2015, 14:16

... 1945– Everyone is a customer : a proven method for measuring the value of every relationship in the era of collaborative business / Jeffrey Shuman and Janice Twombly, with David Rottenberg p cm Includes ... such as Pakistan that previously supported the Taliban Fearing instability, Pakistan offered information about, and access to, the Taliban and A...

Ngày tải lên: 28/06/2014, 08:20

... 1945– Everyone is a customer : a proven method for measuring the value of every relationship in the era of collaborative business / Jeffrey Shuman and Janice Twombly, with David Rottenberg p cm Includes ... such as Pakistan that previously supported the Taliban Fearing instability, Pakistan offered information about, and access to, the Taliban and A...

Ngày tải lên: 28/06/2014, 22:20

... plummeting valuations, and soaring layoffs Others have a sense of the association and are trying to see their way clear Not all of the economic malaise of the years 20 00 to 20 02 is due to these ... developing relationships one interaction at a time In iterative relationships (and all relationships are iterative), each relationship starts with an assumption about th...

Ngày tải lên: 10/08/2014, 11:20

... premise is that to achieve and maintain success in today’s customer- centric era of collaborative business, every relationship must take on the characteristics of a customer relationship In this ... The Era of Collaborative Business must view everyone as a customer as well as view your business from the perspective of the customer Information The...

Ngày tải lên: 10/08/2014, 11:20

... the era of collaborative business, and collaborative business is practiced in 54 Part One ❘ The Era of Collaborative Business trading communities As such, companies that continue to resist collaborative ... requires a win-win relationship 4 ❘ It’s All about Relationships 71 ❚ The real incentive for forming a collaborative relationship is a value propositio...

Ngày tải lên: 10/08/2014, 11:20

... more things done The real incentive for forming collaborative relationships, therefore, is a value proposition that brings increased value to each party, and value is created when an exchange of ... approaching Max with a new value proposition, one in which they both realize increased value, Dave and Max are transforming their relationship into a collaborative one...

Ngày tải lên: 10/08/2014, 11:20

... resource sinks Scenario I: Transactional Relationship A relationship that is, and will continue to be, transactional Transactional relationships are a viable state and for many relationships are exactly ... scenarios means: Scenario A: Collaborative Relationship A relationship that has a continuous bidirectional flow of currencies of core value to both parties Again,...

Ngày tải lên: 10/08/2014, 11:20

... seek will want to obtain this type of financing Thus, he offers you information about a competency that may help you in attaining customers FIGURE 7. 7 ❘ ❘ Measuring the Value of Every Relationship ... the other party’s rights and interests The creation of shared goals and strategy, especially in the initial stage of a relationship, facilitates collaboration...

Ngày tải lên: 10/08/2014, 11:20

... must make certain that your company’s information infrastructure has certain general characteristics to support the goals of collaboration These ten characteristics are: The information infrastructure ... particularly in the area of data analysis For example, she says she wants to partner with a company that has “an analytical methodology (relationship currency of intellect...

Ngày tải lên: 10/08/2014, 11:20

... on collaborative business He said he was calling on behalf of a client, a major collaborative commerce software vendor John said he was assembling a “panel of experts” on collaborative business ... the value of non-cash currencies and the categories they fall into, such as access to intellectual property, information about customers, and so forth Then, by evaluating your rel...

Ngày tải lên: 10/08/2014, 11:20

... everyone as a customer, that there is quantifiable and significant value in non-cash currencies, and that the intricacies of all forms of business relationships can be objectively measured and managed ... Business in the Era of Collaborative Business 197 To be successful in the era of collaborative business where everyone is a customer you must have t...

Ngày tải lên: 10/08/2014, 11:20

... Business Value of Information Technology in the Internet Economy by Fang Yin, B.A Dissertation Presented to the Faculty of the Graduate School of The University of Texas at Austin in Partial ... Yin, Ph.D The University of Texas at Austin, 2002 Supervisors: Andrew B Whinston & Anitesh Barua This dissertation consists of three essays that addre...

Ngày tải lên: 18/02/2014, 11:20