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  Customer Engagement Technologies Global State of the Market 2015

 
Contents: 91 page analysis with 55 tables & figures, Excel banners, PowerPoint charts
Published: May 2015

A North American version of this study is available here: Customer Engagement Technologies North America State of the Market 2015

For more information please contact Scott Phinney at 781 616 2123 or scott.phinney@infotrends.com
Our Price: $24,995.00
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Description
 
The scope of traditional customer communications management (CCM) is expanding, driven by technology innovations that enable enterprises to directly communicate with individual customers. Therefore, enterprises need to start cultivating their customer relationships by engaging with their customers to maintain levels of customer satisfaction. Customer engagement is the new paradigm for customer communications and we see solution vendors in the market adapting to this trend by adding more engaging capabilities to their offerings.

The objective of this primary research is to gain more insight into the market of customer engagement technologies, and to better understand how enterprises adapt these technologies for improving their customer relationships. Furthermore, we will provide insight into business investments and strategies related to customer communications. 
Table of Contents
  • Executive Summary
    Key Findings
    Recommendations
    For Solution Vendors
    For Service Providers
  • Introduction
  • Customer Engagement
    The Zone of Tolerance
    The Customer Communications Journey
  • The Research
    Methodology
    Enterprise Profiles
    Respondents Profiles
  • State of Business
    Business Objectives
    Customer Communication Initiatives
    CCM Areas of Improvement
    Implementation Challenges of CCM Projects
  • CCM Best Practices
    Modifying Document Templates
    Legacy Communications
    Re-engineering of Communications
    Creation, Management, and Deployment of Mobile Apps
    Self-service Portals
    Customer Preference Management
    Embedding CCM in the Organization
    The Rising Influence of the CMO
  • Customer Insight
    Adaption of Customer Insights in Enterprises
    Data Analytics in CCM
    Measuring Customer Experience
    Impact of Customer Communications Expressed in CLV
  • IT Investment Spend
    Investment Priorities
    CCM-related IT Spend
    Spend on External CCM Strategy Consultancy
  • Channels and Trends
    Distribution of Bills and Statements
    Electronic Delivery
    Print Outsourcing
    Personalized Videos
  • InfoTrends' Opinion
  • Appendix: Definitions
  • Appendix: Customer Experience KPIs
  • Appendix: Survey Questions
    Demographic Section
    Implementation Section
    Customer Engagement Section
    Investment Section
    Business Services Section
    Delivery Section
  • About the Authors


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