e IBM journey toward unified communications for mobile and social collaboration. Many of today's innovations are driven by the consumer marketplace, and the workplace is no exception. As consumers, we are very familiar with new ways for people to find each other, keepin touch, share ideas and be mobile, getting information from many place. As employees, we would like to apply these consumer capabilities to our work - seamlessly and on a global basis - to make us more productive and effective with business colleagues, clients and business partners. This white paper discusses IBMs infrastructure transformation over the first 12 years, summary value proposition, and volution in supporting mobile devices and BYOD.
The State of Customer Data Integration 2013 survey report is based on over 900 responses ranging from independent business and IT leaders to Scribe's data integration channel partners. Overall results reveal that today's businesses are still on the journey to connect their core business systems and deliver customer data to their users across the business. Customer data should be free-flowing across all business touch points to enable companies to run faster, do more, and at lower cost.
This paper touches upon the following topics:
-Critical vulnerabilities are on the decline, but still pose a significant threat
-Mature technologies introduce continued risk
-Mobile platforms represent a major growth area for vulnerabilities
-Web applications remain a substantial source of vulnerabilities
-Cross-site scripting remains a major threat to organizations and users
-Effective mitigation for cross-frame scripting remains noticeably absent
To drive revenue, you have to first engage your audience. To engage your audience, you need to communicate in a relevant way with them. Well, in a time when people engage with brands across a wide variety of touchpoints, relevance has been redefined. Marketers who evolve their strategies to an Engaged Commerce approach have much to gain.
Supercharge your online shop! By combining the First Spirit CMS and IBM WebSphere Commerce you get the freedom and flexibility you need to establish a meaningful and personalized consumer experience across almost any touch-point. That means more flexibility and more revenue.
This report gives customer experience professionals the tools and processes they need to act on digital customer experience improvement across touchpoints like websites, mobile phones, and tablets. Forrester recommends 10 tactics for evaluating digital touchpoints and determining customers' needs, proven and emerging methodologies for redesigning digital interactions, and best practices for ensuring that your digital experiences support your business objectives.
Enterprise Marketing Management, or EMM, is a software
technology solution for marketing organizations that provides a comprehensive marketing platform for managing customer and prospect interactions throughout the customer lifecycle. Before introducing the IBM® Enterprise Marketing Management suite, here are some recent observations about today’s marketing environment that set the context in which IBM is seeking to meet the needs of marketers.
The practice of marketing is challenging these days because of the rise of the “empowered customer.” Today’s customers are well-informed, use other people as their primary information source, interact with companies through multiple channels, touch points and media, and want (but rarely get) a superior customer experience—and have outlets for venting frustration when they don’t get what they want.
In many enterprises, marketing is a multichannel effort that
includes a wide range of touch points. The touch points
range from websites and email promotions to traditional print
advertising, postal mail, and broadcast, and direct sales by phone and in-person sales teams. But too often, each channel works independently, accountable to its own objectives, unaware of the efforts and results made within other marketing channels. As a result, call centers speak to customers without knowing the
offers the customers previously accepted or rejected. In addition,
emails launch without reference to online promotions and
websites present messages that disregard their visitors’ previous contact history.
Data drives everything in today's business world, and it would be hard to name a more important concern for today’s corporate arena than data preservation. The growing urgency of this matter, until last year a novelty to most attorneys, touched off a flurry of rulings in the area of legal holds in 2010, with several major court decisions redrawing the map in what had been virtual terra incognita.
Published By: Seamless
Published Date: Jun 18, 2013
Unfortunately, creating a corporate culture that fosters real creativity and innovation can be a daunting task for many companies. Rather than simply giving the mandate, “let’s all be more creative,” companies need to create environments that motivate, support and inspire employees to be creative.
This whitepaper touches on seven simple strategies to fuel creativity in your company.
Published By: Teradata
Published Date: Jun 12, 2013
To help key marketers respond to the shift in how customers interact with brands and products, we've outlined some of the ways attribution - the practice of allocating partial value to different touch points within their customer journey - can be transformed to better manage marketing spend, improve planning, and enhance the customer journey.
With the right execution, an effective B2B lead nurturing program begins as soon as a prospect interacts with your content, and continues until a relationship has been built, the lead is qualified and forwarded to a sales person for follow up - which can take months.
However, nurturing has proven to be extremely worthwhile, as half of all buyers' inquiries eventually result in a purchase.
This white paper summarizes the key takeaways of Madison Logic's recent webinar, Lead Nurturing: A Multi-Touch Journey, which features:
Ruth P. Stevens, Adjunct Professor, Columbia Business School; Author, Maximizing Lead Generation: The Complete Guide for B2B Marketers
Erik Matlick, CEO Madison Logic
Lana McGilvray, (Moderator) Principle, Blast PR
Published By: Quantcast
Published Date: May 22, 2013
Read this Digital Marketing Depot white paper featuring Quantcast and WebMetro which will answer those questions, and explain new attribution approaches and digital metrics that will help you track and drive new prospects to take action.
Digital touchpoints support an increasingly large percentage of the overall customer experience. 2012 saw the emergence of several important digital customer experience trends that will gain momentum as firms look to unify the cross-touchpoint experiences they deliver in 2013. This report outlines key trends that will make up the landscape that customer experience professionals will be working in as they take strides to improve their digital customer experiences in 2013.
While software license costs are a major expense, most companies spend very little time managing this critical and widely distributed asset until an audit occurs or a cost reduction program forces attention. This should be the year you flip from being reactive to being proactive in dealing with software asset and license management. Costs savings and peace of mind are just two of the benefits that you will realize.
In this Webcast an analyst from Frost and Sullivan will go over the results of a recently published white paper on this topic and Deloitte & Touche will discuss the benefits their customers have gained in automating their license management processes.
View this Webcast to learn how you can reclaim licenses, avoid unnecessary license costs, achieve continuous compliance, and improve risk management.
Kronos commissioned IDC to conduct an independent ROI analysis of its InTouch time clock. InTouch, in addition to time capture, allows employees to check their hours, schedules, and time-off balances and to request time off right on the device. Download this paper to learn more.
Competition is fierce in today's economy and customers know this. They can easily search the Internet to find companies that sell similar products or services at competitive prices. That's why organizations need to differentiate themselves by providing personalized and rewarding service that leverages the unique value of all customer touch points. If done well, a company can transform customer service into a competitive advantage, and use it to turn a buyer into a customer for life.
One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. By tracking the interplay between these, you can more easily identify meaningful key performance indicators.
An effective marketing investment strategy will help you take inventory of your current measurement framework and develop a more accurate, reliable and consistent strategy for assessing and improving the performance of your marketing spend.
As media and channels proliferate with the upsurge in digital touchpoints, we have access to massive volumes of customer data. This leads to the personalization of customer interactions that drive customer strategy as a business strategy.