What’s the CX buzz this week? (19th May, 2014)

For this week’s edition of CX Buzz, we thought it would be interesting to add a little more variety to our selections. In addition to posts on the customer experience and customer service, we added some picks on CRM effectiveness and CEM. The content within our picks are (as always) very insightful. You’ll definitely be able to use some of the insights in your next team meeting. Don’t forget to share the knowledge with other CX professionals!

Let us know your thoughts on the buzz by commenting below, or reach out to us on Twitter: @NICE_Enterprise.

Evaluating CRM effectiveness [smartinsights.com] 

We begin this week’s CX buzz by asking the question, “Which measures are best for evaluating CRM programmes?”

There is no shortage of things to measure in the world of customer relationship management. With modern CRM systems straddling multiple departments, disciplines, and channels, it’s a number crunching nightmare. Clearly, there is more to metrics than meets the eye. Getting the wrong metrics in place not only means that you’ll struggle to monitor and manage performance, but you’ll also potentially create disaffected staff.

Leaders vs. Laggards: Why CEM Must Drive the Strategic Agenda [1to1media.com]

Gone are the days of the single customer touchpoint. For companies to excel in engaging with customers at the right time and place, they can no longer only be where the customer is at any given moment. They must be present across all channels, ready to respond no matter where the buyer's journey may take their prospects.

Yet, while many brands understand the need to optimize the omnichannel customer experience while meeting the increasing desire for personalized, real-time interactions, few have the necessary strategies, supports, processes, and metrics for success in place.

4 CRM Data Trends to Address [destinationcrm.com]

Today's businesses are becoming more data dependent than ever before. insights gleaned can help organizations learn customers' wants and needs, get a better picture of customer experiences, and assess and improve profitability, just to name a few. All of this information is helpful, but to obtain any of it on a regular basis, organizations must address a few emerging data trends:

  • Interactions over traditional channels have become more demanding.
  • In addition to the increasing demands on traditional channels, organizations are expected to interact with customers on social media.
  • One of the biggest challenges facing organizations today is the level of connectivity mobile devices creates.
  • The ability to deliver, capture, and understand valuable data across multiple channels is creating a significant skills gap.

Customer Experience Maturity: From Fluff to Tough [experiencematters.wordpress.com]

In the recently published Temkin Group report “The State of Customer Experience Management, 2014,” it is found  that less than one-quarter of companies have reached the top three (out of six) stages of CX maturity.

The bottom line of the report indicates that creating sustainable CX differentiation is tough.

We are sure you will enjoy the observations.

Making Good Customer Service Better [customerservicezone.com]

We end this week’s CX buzz with an article based on a CX report by Forrester. The Customer Experience Index report finds companies that outperform their peers in customer experience are likely to turn customers into repeat customers and repeat customers into loyal brand ambassadors.

The author points out several steps to achieve the above predictions of the report.

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