Cincom sponsors Ventana Research
Cincom Synchrony sponsored an in-depth Ventana Research benchmark titled customer experience management: (CEM) improving the consistency and quality of customer interactions, available on Cincom’s site.
Researchers found that only 12% of organisations provide optimal CEM, leaving angry and frustrated customers in the majority. More than 253 worldwide companies from all major industries participated in the benchmark that researched the maturity and direction of business worldwide.
For the other 88% of organisations that need CEM help, the report includes tools to improve consistency and quality with customer interaction, primary factors that impact agent/customer communication, reasons why innovative companies are using smart desktop technologies to improve agent performance and the customer experience and key performance indicators (KPIs) for CEM-driven companies.
“Today’s customers may be one annoying phone conversation or frustrating experience at a poorly functioning website away from defecting to a competitor,” said Richard Snow, Ventana Research's vice president of customer performance management research.
“To rise to this challenge, businesses need to practice customer experience management (CEM), addressing issues involving people, processes, information and technology that influence customers’ experiences and behaviour at every point they touch the business.”
Cincom is represented in Australia by Cincom Systems of Australia .
2-Jul-2008