Fortifying the Customer Experience
To engage customers more successfully and promote lengthier and more profitable relationships, business leaders are paying more attention to Customer Experience Management.Savvy executives are maintaining a balance between short- and long-term priorities, and are focused on enhancing the customer experience across channels to improve their competitive positioning for the long run.

In the following 1to1 In Action Series, eGain, Infor, Genesys and Oracle show that to increase profitability, decision makers must understand customers to enhance the customer experience.

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The Time for Multichannel is Now
A recent 1to1 Multichannel Service survey revealed that a mere 14 percent of respondents think their organizations deliver a consistent experience across channels. That's a staggeringly low percentage and shows that too many companies are still working in silos.

It's time for organizations to reinvent their processes and engage customers by providing a similar experience across all channels. In the following 1to1 In Action Series, ATG, Astute Solutions, CDC Respond, Genesys, nGerera CIM, and West Corp. show how their technologies enable the break down of silos to deliver a multichannel customer experience that drives customer satisfaction and bottom-line results.

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Direct Marketing: Moving in a New Direction
Direct Marketing is on the move. It's not just about getting response from direct mail anymore. Organizations must communicate relevant and insightful information across multiple channels. In order to do this, you need to harness the customer data you already have and create a dialog with your customers that delivers additional insight. This will increase loyalty and engagement and keep you ahead of the competition.

In the fall issue of the 1to1 In Action Series, Alterian, Infor, and Unica will demonstrate how their solutions can help companies gain insight into their customers and create value with their direct marketing communications.

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The Customer Experience Payoff
Every customer interaction is an opportunity to increase or decrease customer value. Companies looking to gain a competitive advantage today are taking this to heart. Organizations that deliver an outstanding customer experience whether it's in the contact center, online or face to face will gain competitive edge, increase bottom-line and drive long-term value.

In the latest installment of the 1to1 In Action Series, CDC Respond, eGlue, VoltDelta OnDemand, and Vovici will demonstrate how organizations can create customer experiences that pay off.

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1TO1 IN ACTION SERIES ARCHIVES

Listen Up! Customer Feedback Delivers Bottom-Line Impact
Customers today want to be heard and companies are looking for new ways to listen to them and act on the insight. In the latest installment of the 1to1 In Action White Paper series, Allegiance, CFI Group, and Vovici demonstrate how acting on customer feedback delivers bottom-line impact.

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Database Analytics: Panning for Gold
The insights found in customer data can inspire product, process and service renewal that help companies outshine their competitors. In the Spring installment of the "1to1 In Action White Paper Series", ACCENT, Equifax, Fulcrum, Infor, Peppers & Rogers Group, and TARGUSinfo will all demonstrate how their solutions can help companies gain insight into their customers and create value over time.

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Upcoming Topics for 2010

February 22 - Customer Experience Management
March 29 - Social CRM
April 26- Customer Feedback Management
May 24 - Analytics
July 26 - Sales Performance Management Tools
September 27 - Email Marketing
October 25 - Multichannel Marketing
November 29 - Multichannel Customer Service