Senn Delaney President and CEO Jim Hart shares surprising results of a Thriving Global Leadership Study of thousands of leaders across 60 industries and 50 countries. The survey discovered a dramatic difference between those who are facing these times of crisis with what is defined as a high-thriving state of mind and those with a lower-thriving state of mind.
The economic downturn means that businesses must capitalize on every opportunity to gain revenue. With the right customer relationship management (CRM) solution, you can protect current revenue streams and unearth new customer revenue opportunities-despite the most challenging market conditions.
A comprehensive solution for leveraging data in today's retail environment. From customer data to product placement statistics, retail organizations are constantly juggling information. As the sheer amount of data continues to grow, it becomes increasingly difficult to manage. Not only does data come in many different forms—such as reports, memos and e-mails—but often it’s scattered across multiple repositories.
A comprehensive solution for leveraging data in today's financial industry. Most organizations realize that the key to success lies in how well they manage data—and the banking industry is no exception. From customer statistics to strategic plans to employee communications, financial institutions are constantly juggling endless types of information.
Written by: Forrester Research and Sponsored by: Art Technology Group, Inc. In this economic climate, no one can afford to lose a customer. Rather than halting spending, smart customer service executives will use this economic downturn as an opportunity to regroup and reprioritize. What should they focus on?
This white paper explains the IBM Tivoli® Netcool® customer experience management solution which offers the ability to monitor all aspects of the customer experience, to help increase satisfaction, reduce service calls, monitor the performance of new and existing services and device types — and help operations identify which issues have the greatest impact on valuable enterprise customers.
Published By: LANDesk
Published Date: Jan 12, 2009
The purpose of this paper is to present a method for reducing risk and increasing IT contribution during uncertain times and to assist readers with measuring the value and building a business case for IT Service Management (ITSM).
EMI Music is one of the top global recorded music companies and represents artists spanning all musical tastes and genres including Lily Allen, Coldplay, and Pink Floyd. No longer able to rely on mass marketing to drive in-store sales, EMI Music had to figure out who, exactly, was downloading its artists' music, and how to maximize communications with those consumers to strengthen relationships and drive more revenue. EMI Music opted for enterprise marketing software from Neolane that would help the company better capture consumer information from multiple sources and integrate its disparate CRM and customer analytics applications.
The late 1990s marked AXA Bank’s foray into email marketing. For the first phase of this project, AXA Bank management decided to use a bulk email tool to push Web content to customers. However, this tool rapidly showed its limitations in terms of scalability and functionality. No personalization, tracking or reporting functionality was available, and many operations (such as list management) had to be performed outside the tool, by hand. Marketing teams also required constant IT support, especially as email volumes increased. By 2002, ready for a more sophisticated approach, the bank sought to personalize and expand its online marketing to improve effectiveness.
Telecommunications services are becoming more and more complex. They now run over virtual network paths, less constrained by individual pieces of hardware. Get this white paper and see how service quality management solutions from IBM can improve the customer experience.Learn how telecomm providers can deliver optimal service quality
This white paper discusses how The IBM Tivoli® Netcool® customer experience management solution offers the ability to monitor all aspects of the customer experience, to help increase satisfaction, reduce service calls, monitor the performance of new and existing services and device types — and help operations identify which issues have the greatest impact on valuable enterprise customers. It delivers the visibility you need to improve the customer experience as they interact with different aspects of your business — to help increase loyalty and drive new revenue opportunities.
Bank of Choice found that paper-based loan approval processes were standing in the way of providing the fastest and most effective customer service. Bank of Choice adopted a complete document management system based on software from Knowledge Lake, a Microsoft Gold Certified Partner. The result cuts loan processing time from days to hours, boosts customer service while cutting costs, and increases competitiveness.
Did you know that most Americans believe companies should have a presence in social media?* That means most of your customers and prospects expect you to be involved in social media, and will be more likely to do business with you if you are.
*Cone 2008 Business in Social Media Study
Listen to this free podcast at your desk or on the road and learn the business challenges and problems causing B2B companies to look at marketing automation ... the near-term and longer-term ROI benefits to expect... what key features and capabilities you should look for in a B2B marketing automation system... and more. Find out what marketing automation can do for your organization—and how to choose the system that’s right for you. Download this free 15-minute podcast now.
In this free IDC analyst report, discover why coordinating the activities of marketing and sales—from day one of the revenue cycle—is essential for profitability. Learn how to stop the revenue loss that occurs during a prospect handoff; how to give sales the freedom to target more efficiently, while enabling marketing to build better prospect relationships; and how to choose software that tightens the marketing/sales alignment. Download your copy of this insightful report now.
It's become a business imperative to maximize operational effectiveness, trim costs, standardize and streamline processes, achieve economies of scale and increase competitive advantage. Today's most successful leaders do this in a way that balances the greater good of the enterprise with the competing demands of their autonomous businesses that must respond to the individual needs of their markets. A more collaborative model that helps leaders of complex businesses to maximize effectiveness is gaining traction. Four prominent business leaders discuss their challenges and successes in shifting to this shared business model.
Today, an IT-driven, customer-centric business approach isn’t a luxury — it’s imperative. More and more businesses are moving out of a cost-centric view of their IT potential and into a realization that IT can transform business processes. This white paper shows how you can maximize your IT function by leveraging ITIL best practice processes. These guidelines can help you effectively manage IT changes, assets, personnel and service levels all while reducing costs—going beyond simple IT asset management to deliver proactive IT business improvements.
Financial services companies face an array of demanding and ongoing challenges—global competition, mergers, acquisitions, converging service offerings, and an imperative to build and maintain customer loyalty. This white paper explores the landscape of operational risk in the financial services industry, and suggests ways an IBM Maximo IT asset management solution can reduce IT and operation risk while adding strategic benefits.
Through a collaborative, groundbreaking study with three prominent U.S. business schools, Senn Delaney has discovered that people who operate from a unique set of three core principles consistently perform at the top 10 percent of performance ratings. The joint study and subsequent research and surveys led to creation of our new, evidence-based, practical performance model that can be taught, practiced, reinforced, applied and measured.
Mergers and acquisitions are a fact of life in today's highly competitive global business environment. Unfortunately, up to one third of mergers fail within five years, and as many as 80 percent never live up to their full potential. A great deal of evidence indicates that the ultimate success of mergers and the amount of time it takes to get them on track is determined by how well the cultural aspects of the transition are managed.
Successful health care leaders are treating ailing systems with a healthy dose of innovative solutions. Senn Delaney CEO and President Jim Hart discusses key issues facing health care leaders today, innovative solutions for dealing with them, and provides a series of thought-provoking questions to help you gauge the health of your organization's culture.
Find out how you can convert your pains into profit. Learn how Microsoft Customer Relationship Management (CRM) can help you develop profitable customer relationships. Microsoft CRM uses lead and opportunity management, incident management and a searchable knowledgebase. CRM also makes use of reporting tools for accurate forecasting, measurement of business activity, and employee performance.
Get this webcast to discover a customer relationship management (CRM) solution that works the way you do, the way your business does, and the way technology should. We explore how Microsoft Dynamics CRM delivers a familiar Microsoft Office Outlook interface to create a productive work environment. We also illustrate the powerful workflow and integrated reporting capabilities in Microsoft CRM that help you drive business processes and results.
Knowing your customers and their needs as thoroughly as possible is central to any business. And that's the very point of customer relationship management software, sophisticated business software commonly known as CRM. The question is, is CRM for you? This webcast provides an informative discussion around CRM and outlines seven criteria that will help you decide if you are ready for Microsoft CRM.