Businesses today are shifting from pushing individual products and services to building long-term customer relationships. These changes shift the firm’s focus from product profitability to customer profitability, as measured by metrics such as customer lifetime value (CLV), a forward-looking indicator of customer profitability. A key contributor to CLV is customer experience (CX), which is (in turn) influenced by customer communications management (CCM). Having data analytics in place for measuring, predicting, and controlling these factors is becoming a competitive differentiator for businesses today.
This white paper, which is sponsored by OpenText, explains how CCM facilitates the customer journey and so helps to maximize CLV and discusses the importance of CX and analytics in this process. It also introduces and briefly describes OpenText’s new CCM offering: OpenText Communications Center.
Sponsored by OpenText
This is an exclusive IT report on customer experience. It looks at the role Customer Experience Management (CEM) in delivering an enjoyable digital customer experience at scale.
Sponsored by OpenText
This exclusive Aberdeen Group report covers Customer Experience. It highlights the top priorities that are driving Customer Experience (CX) programs in 2017 and beyond.
Sponsored by OpenText
Here is an exclusive IT report on customer experience. It looks at how organisations can orchestrate an exceptional digital customer experience.
Sponsored by OpenText
A headless CMS architecture with a fully decoupled content production/database system and content delivery system offers many compelling benefits, particularly in evolving technical environments dealing with constantly morphing, emerging requirements from marketing and line-of-business departments. By adopting a headless CMS approach, firms can be well positioned to flexibly embrace whatever new devices, touchpoints, and software emerge.
Sponsored by OpenText
Here is an exclusive Digital Clarity Group report on customer service. It looks at drawbacks of traditional customer feedback methods, and looks at how to adopt a more proactive approach.
Sponsored by OpenText
Download now for an exclusive Bock & Company report on Customer Experience. It looks at the role and importance of Digital Asset Management (DAM) in delivering a quality multi-channel Customer Experience (CX).
Sponsored by OpenText
This is an exclusive Aberdeen Group report on marketing. It introduces the concept of job-based marketing and shows how it differs from account and persona-based marketing.
Sponsored by OpenText
This is an exclusive Ovum report on Web Experience. This Ovum Decision Matrix compares leading Web Experience Management (WEM) solutions so that organisations can select the solution that best suits their requirements.
Sponsored by OpenText
Take your communications to the next level with these five best practices.
Sponsored by OpenText
As our customers exhibit growing desire to be recognised for their preferences and passion points, ...
In the third and final episode of our 3-part CMO50 video series exploring modern marketing and why it’s become a matter of trust, we’re delighted to be joined by Telstra’s former CMO and now digital services and sales executive, Jeremy Nicholas, and Adobe VP Marketing Asia-Pacific and Japan, Duncan Egan.
Flash back to the classic film, Willy Wonka and the Chocolate Factory. Television-obsessed Mike insists on becoming the first person to be ‘sent by Wonkavision’, dematerialising on one end, pixel by pixel, and materialising in another space. His cinematic dreams are realised thanks to rash decisions as he is shrunken down to fit the digital universe, followed by a trip to the taffy puller to return to normal size.
Why is it there is no shortage of leadership development materials, yet outstanding leadership is so rare? Despite having access to so many leadership principles, tools, systems and processes, why is it so hard to develop and improve as a leader?
As a nation united by sport, brands are beginning to learn money alone won’t talk without aligned values and action. If recent events with major leagues and their players have shown us anything, it’s the next generation of athletes are standing by what they believe in – and they won’t let their values be superseded by money.
