Conversations on Customer Experience
Next week I'm off to Gartner's UK CRM Summit. Along with the European CRM Excellence Awards and several case studies, I'm looking forward to sessions on change management, customer experience, online communities, and trends in segmentation.
The conference focuses on discussing ways to increase customer satisfaction, boost sales, and enhance up- and cross-selling. As a sneak preview, 1to1 arranged a conversation between Jim Davies, Research Director at Gartner and Don Peppers, cofounder of Peppers & Rogers Group, to discuss these issues. We've put together two podcasts from the discussion:
The Business Value of CRM
Companies looking to improve customer satisfaction and the bottom line must deliver a great customer experience over the long term. To do that, it's critical to define technology's role before, during, and after the experience occurs. Jim Davies and Don Peppers discuss how to drive business value from your CRM initiatives by incorporating customer strategy into CRM technology implementations.
CRM: Balancing Cost With the Customer Experience
CRM technology can be an important part of a company's customer strategy, given a balanced approach. Don Peppers and Jim Davies discuss how companies can use CRM technology to achieve both efficiency gains and customer experience improvements, as well as position themselves during this recession to succeed in the long term.
Enjoy!
Related Entries
- Guest Blogger Joseph Jaffe: It's Better to Be S.A.F.E. Than Sorry
- Guest Blogger Ralph Heath: What Has Happened to Customer Service in America?
- Preventing a Customer Experience from Going Downhill
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