Inside the Briefcase

The Key Benefits of Using Social Media for Business

The Key Benefits of Using Social Media for Business

Worldwide, there are more than 2.6 billion social media...

Gartner IT Sourcing, Procurement, Vendor and Asset Management Summit 2018, September 5 – 7, in Orlando, FL

Gartner IT Sourcing, Procurement, Vendor and Asset Management Summit 2018, September 5 – 7, in Orlando, FL

Register with code GARTITB and save $350 off the...

Infographic: The Three Pillars of Digital Identity: Trust, Consent, Knowledge

Infographic: The Three Pillars of Digital Identity: Trust, Consent, Knowledge

8,434 adults were surveyed to gauge consumer awareness of...

FICO Scales with Oracle Cloud

FICO Scales with Oracle Cloud

Doug Clare, Vice President at FICO, describes how Oracle...

Is Your Enterprise IT the Best It Can Be?

Is Your Enterprise IT the Best It Can Be?

Enterprise IT is a driver of the global economy....

BPM Is Key to Proactive CRM

January 18, 2012 No Comments

As useful as business process management has been in helping companies improve and streamline their internal processes, I think it holds even more promise as a way for them to perform the same kind of magic on their customer-facing processes. Lots of experts seem to feel the same way.

A few months ago, I shared some insights from Temkin Group managing partner and Customer Experience Matters blogger Bruce Temkin about a nascent technology he calls customer insight and action (CIA) platforms. While lots of vendors offer products that purport to help companies monitor and manage customer feedback generated via social channels like Twitter and Facebook, Temkin offered three key differences found in CIA: the ability to pull in information from multiple sources including CRM systems and contact center records to provide a more holistic view of customers, the ability to handle both structured and unstructured data, and a focus on generating operational action rather than simply compiling informational reports.

Read More of Ann All’s Blog on IT BusinessEdge

Featured Blogs

Leave a Reply

(required)

(required)


ADVERTISEMENT

Gartner IT Operations

SuperCharge Your Cloud

American CISO

IBC 2018

ITBriefcase Comparison Report







We have updated our Privacy Policy. Click here to preview.