Posts tagged: customer journey

Customer Journey Management: A Natural Evolution of CCM

David Stabel
 Oct 14, 2016

Enterprise priorities today are strongly propelled by improving customer experience. With only about 28% of enterprise respondents in our 2016 Annual Customer Engagement Technologies State of the Market study being satisfied with the experiences they deliver to their customers, there seems to be significant room for improving customer experience. For some enterprises, this means turning to the practice of Customer Journey Management.

CJM

We define Customer Journey Management as the automation of (or parts of) customer communications in each point of engagement along the customer journey. This includes customer communications management, dash-boarding and reporting on the customer journey, journey mapping, as well as incorporating collaboration capabilities which allow stakeholders across an organization to actively participate in the customer conversation.

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Observations from DOCUMENT Strategy Forum ’15

Other Posts
 May 28, 2015

The annual DOCUMENT Strategy Forum took place in Greenwich, Connecticut earlier this month on the 12th through the 14th. The Document Strategy (DS) Media has been organizing the event for the past several years and attendance this year was made up of 330 industry representatives, executives, analysts, and vendors. The group coordinates with a hand-picked advisory board made up of leading industry professionals to select topics and organize the forum’s panel discussions.

Kaspar Roos Presenting at DSF

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The Customer Journey as the New Paradigm for Customer Communications Management

David Stabel
 Mar 19, 2015

The paradigm for Customer Communications Management (CCM) has changed throughout the years, shifting from transactional mainframe printing to the enablement of personalized and targeted communications, from cost-based to profit-enabling with TransPromo, and from customer service to managing the customer experience. The discussions around customer communications today are about optimizing customer engagement or optimizing ALL customer engagements (touchpoints) that a customer experiences when interacting with a brand (i.e., a customer’s journey). In this blog, I briefly discuss what makes up a customer’s journey and how CCM can be a part of it.

The Customer Communications Journey

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How do customers make purchase decisions?

Christine Dunne Dunne
 Jan 27, 2014

As part of InfoTrends’ research for clients, we have mapped the steps in the customer decision-making process. Typically, the customer journey includes six main steps: satisfied with current device, trigger event/need recognition, research and fact finding, evaluation of options, purchase, and usage experience.

Upon returning from my maternity leave a few weeks ago, I began wondering how I fit into this model. I received a multifunction printer (MFP) for Christmas that I had selected myself. As it turns out, my decision-making process aligns with the steps outlined above. I will discuss my experience below, followed by some questions print device vendors may like to consider. Read more »

2016 InfoTrends, Inc.

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