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.
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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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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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 »