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Apply the Customer Service Support Framework as Your Strategic Weapon in Customer Experience
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As disruptive new technologies have emerged in recent years, the world has witnessed a dramatic change in how customers interact with brands and companies for service. The rapid rise of social media and mobile applications has triggered an unprecedented shift in customer behavior. With pervasive use of smartphones and tablets, more than half of U.S. customers use their mobile devices for reaching a company and initiating service requests. Companies need to build a new customer service strategy for delivering a seamless cross-channel customer experience based on a collaborative approach from sales, marketing, IT and customer experience managers. The change in how customers communicate is already here. This report provides a framework for building a world-class customer service strategy.
The following five minute video was recorded following my keynote on Purposeful Collaboration at Oracle CloudWorld Mumbai on April 2nd, 2013.
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The Rise of Purposeful Collaboration - Deck
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In the age of social media, effective customer and employee engagement is becoming an increasingly important business initiative. Companies that effectively engage their customers experience greater customer loyalty and repeated patronage. Companies that effectively engage their employees can expect greater employee satisfaction and productivity. However, as the number of social channels continues to grow, engagement becomes increasingly difficult as constant bombardment of these channels often leads to alienation and fatigue.
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In the age of social media, effective customer and employee engagement is becoming an increasingly important business initiative. Companies that effectively engage their customers experience greater customer loyalty and repeated patronage. Companies that effectively engage their employees can expect greater employee satisfaction and productivity. However, as the number of social channels continues to grow, engagement becomes increasingly difficult as constant bombardment of these channels often leads to alienation and fatigue. Enter the 9 C's of Engagement. Employ the 9 C's of Engagement to connect with your customers and employees in an increasingly saturated social environment.In this interview at SXSW 2013, R "Ray" Wang explains how companies should be using the 9 C's of Engagement.
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“Enterprise social … an important method for enhancing communication, coordination and collaboration for business purposes.” – Gartner
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Partnership Announcements Enhance Ultimate Software’s OfferingsAmidst a crowd of 1500 customers, partners, and attendees, Ultimate Software held their annual gathering from March 12th to March 15th, 2013 in Las Vegas. Geared towards the medium sized to enterprise markets, Ultimate Software has steadily taken market share from ADP for payroll and expanded out into operational and strategic human capital management (HCM) capabilities. New mobile access, generation 4 cloud architecture, and timeline features for employee’s highlight Ultimate’s growing ambitions and customer requirements.At the event, Ultimate announced two strategic partnerships that bode well for customers and prospects facing an increasing level of customer complexity and growing need for global capabilities:
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On March 21, Nokia came out swinging directly at Google and indirectly at the emerging WebRTC standard when it claimed that VP8, the video codec within WebRTC, contains Nokia intellectual property. Nokia's action complicates the issue of the default video codec within WebRTC because Nokia has stated that it will not license any of its patented technology to the IETF.
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Microsoft has many of the necessary elements in place to continue its move of Microsoft Dynamics AX into large enterprises, but it still needs to fill several major functional gaps in its product offerings. This post outlines three major functional gaps that Microsoft will need to fill in order to compete effectively in the large enterprise space.
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This week Google made two product announcements that generated a lot of press. The first is that it would be shutting down Google Reader on July 1, 2013. The second was the introduction of Google Keep, which people are referring to as the evolution of Google Notebook and a competitor for Evernote.
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BT is the first conferencing service provider poised to roll out audio conferencing services based on Dolby voice technology.
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Smartphones have become pervasive and more than half of all customers use their mobile device when contacting a company for service.
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Case Study
Sealed Air’s Global Migration to Verizon/Siemens Cloud-Based Unified Communications Services
As a global company with geographically dispersed manufacturing and laboratory facilities, Sealed Air had a vast communications asset base
The company had a distributed contact center strategy, with agents located in North America, Europe, South America, and the Asia Pacific region. With a variety of platforms and licensing arrangements, integrating the platforms and providing a consistent customer service experience was proving difficult.
Find out why Sealed Air chose Verizon/Siemens to resolve their communications issues.
Customer Success, Acquisition, And New Features Drive Day 1 Headlines
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Survey Data Shows How Third-Party Maintenance Options Provide Customer Leverage
In the first quarter of 2013, Constellation surveyed 184 organizations with maintenance contracts from Oracle or SAP; the purpose was to see what impact third-party maintenance has on contracts from the original software vendors. In the 184 organizations, 149 respondents actively negotiated software license contracts and recognized the availability of 3PM options. Based on the survey results and hands-on experience in assisting clients with contract negotiations, Constellation believes third- party maintenance plays a key role in providing pricing leverage and options in overall apps and contract negotiations strategy. Respondents who chose to switch to a third-party support provider saved up to 50 percent off Oracle’s and SAP’s list prices for maintenance fees.
In a time when technology vendors are starting to shun the “social” moniker, it was refreshing to hear the messaging at the NewsGator Collective 2013 Annual User Conference that NewsGator is all about “making social real” in the enterprise.
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Executive exchange from Connected Enterprise 2012
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Executive exchange panel at Connected Enterprise 2012
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