|By Business Wire||
|April 29, 2014 09:03 AM EDT||
Everybody agrees: we live in a customer-driven world. And a new study of 403 global business executives by Harvard Business Review Analytic Services finds that companies prioritizing customer experience initiatives fare substantially better across a range of business measures, from profitability to customer retention. The study, “Lessons from the Leading Edge of Customer Experience Management,” was sponsored by business-analytics leader, SAS.
Customer experience leaders face similar struggles to their lagging counterparts. But they are investing in the funding, processes, and strategy to surmount them and consider successful customer experience programs a strategic business priority. Indeed, 71 percent believe that customer experience efforts provide a competitive advantage.
Unsurprisingly, organizations that downplay customer experience management simply don’t believe it provides such a benefit. Yet this viewpoint may be harming their businesses: organizations prioritizing customer experience initiatives are doing better across such wide-ranging KPIs as profitability, revenue growth, quality and customer retention rates – in some cases outperforming by a factor of two or more.
“What matters most is the complete customer relationship journey—how each experience is orchestrated, how the bumps are handled, and what the customer’s perception is along the way,” said Adele Sweetwood, Vice President of Marketing at SAS. “The right mindset, approaches and technologies help manage experiences and help truly understand what customers want, to build loyalty, and ultimately to create higher profitability.”
The study acknowledges that successful customer experience management is hard. Integration and data issues can thwart attempts to deliver a single view of the customer. Cultivating a customer-focused culture can be a challenge. And proving ROI – tying customer experience efforts to business outcomes – is tricky. However, customer experience management leaders are rising to the challenge. Armed with an intrinsic belief in the business value of customer experience management, they’re putting the funding, processes, and strategy in place to overcome the hurdles.
What does a successful customer experience management leader look like?
- They’re funding customer experience programs – 64 percent believe their programs are adequately funded.
- They have the right skills, tools and systems. An overwhelming majority – around three quarters – say they have the proper support processes in place.
- They use internal and external data efficiently and apply analytics more effectively than others.
- More than half recognize the importance of multi-channel management, and are more likely to adopt new channels such as social media, mobile, and video, juggling as many ten customer channels.
- They are more likely to tie customer experience strategy to corporate strategy; they reward, measure and report on customer experience efforts widely and regularly.
- They employ a number of technologies for customer experience management, including online surveys, marketing operations management, real-time decision making tools, social media monitoring software, and content management systems.
- They recognize the importance of emerging analytics technologies that analyze online behavior, social media sentiment, and text, as well as tools that deliver real-time analysis of large data sets.
- They use a wider range of metrics, often more effectively, to report on their customer experience management progress – measures such as customer lifetime value, indirect traffic, social media sentiment, and upsell rates.
“Customer experiences reflect the clearest impact of digital transformation efforts in business today,” said Wilson Raj, Global Director of Customer Intelligence at SAS. ”Successful customer experience leaders view data, analytics and technologies as a unified digital business capability—to mirror the customer expectations of a unified relationship with the company, regardless of channels.”
For more information about this study please visit Lessons from the Leading Edge of Customer Experience Management.
SAS is the leader in business analytics software and services, and the largest independent vendor in the business intelligence market. Through innovative solutions, SAS helps customers at more than 70,000 sites improve performance and deliver value by making better decisions faster. Since 1976 SAS has been giving customers around the world THE POWER TO KNOW®.
SAS and all other SAS Institute Inc. product or service names are registered trademarks or trademarks of SAS Institute Inc. in the USA and other countries. ® indicates USA registration. Other brand and product names are trademarks of their respective companies. Copyright © 2014 SAS Institute Inc. All rights reserved.
A strange thing is happening along the way to the Internet of Things, namely far too many devices to work with and manage. It has become clear that we'll need much higher efficiency user experiences that can allow us to more easily and scalably work with the thousands of devices that will soon be in each of our lives. Enter the conversational interface revolution, combining bots we can literally talk with, gesture to, and even direct with our thoughts, with embedded artificial intelligence, wh...
May. 25, 2016 06:30 PM EDT Reads: 1,863
The 19th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Containers, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportunity. Submit y...
May. 25, 2016 06:00 PM EDT Reads: 1,878
SYS-CON Events announced today that MangoApps will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. MangoApps provides modern company intranets and team collaboration software, allowing workers to stay connected and productive from anywhere in the world and from any device. For more information, please visit https://www.mangoapps.com/.
May. 25, 2016 05:45 PM EDT Reads: 439
Many banks and financial institutions are experimenting with containers in development environments, but when will they move into production? Containers are seen as the key to achieving the ultimate in information technology flexibility and agility. Containers work on both public and private clouds, and make it easy to build and deploy applications. The challenge for regulated industries is the cost and complexity of container security compliance. VM security compliance is already challenging, ...
May. 25, 2016 05:00 PM EDT Reads: 1,051
Internet of @ThingsExpo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with the 19th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world and ThingsExpo New York Call for Papers is now open.
May. 25, 2016 05:00 PM EDT Reads: 1,712
SYS-CON Events announced today that ContentMX, the marketing technology and services company with a singular mission to increase engagement and drive more conversations for enterprise, channel and SMB technology marketers, has been named “Sponsor & Exhibitor Lounge Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York City, New York. “CloudExpo is a great opportunity to start a conversation with new prospects, but what happens after the...
May. 25, 2016 05:00 PM EDT Reads: 862
The IoT is changing the way enterprises conduct business. In his session at @ThingsExpo, Eric Hoffman, Vice President at EastBanc Technologies, discuss how businesses can gain an edge over competitors by empowering consumers to take control through IoT. We'll cite examples such as a Washington, D.C.-based sports club that leveraged IoT and the cloud to develop a comprehensive booking system. He'll also highlight how IoT can revitalize and restore outdated business models, making them profitable...
May. 25, 2016 04:45 PM EDT Reads: 2,500
Designing IoT applications is complex, but deploying them in a scalable fashion is even more complex. A scalable, API first IaaS cloud is a good start, but in order to understand the various components specific to deploying IoT applications, one needs to understand the architecture of these applications and figure out how to scale these components independently. In his session at @ThingsExpo, Nara Rajagopalan is CEO of Accelerite, will discuss the fundamental architecture of IoT applications, ...
May. 25, 2016 04:45 PM EDT Reads: 939
In his session at 18th Cloud Expo, Bruce Swann, Senior Product Marketing Manager at Adobe, will discuss how the Adobe Marketing Cloud can help marketers embrace opportunities for personalized, relevant and real-time customer engagement across offline (direct mail, point of sale, call center) and digital (email, website, SMS, mobile apps, social networks, connected objects). Bruce Swann has more than 15 years of experience working with digital marketing disciplines like web analytics, social med...
May. 25, 2016 04:00 PM EDT Reads: 1,185
SYS-CON Events announced today that Enzu, a leading provider of cloud hosting solutions, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Enzu’s mission is to be the leading provider of enterprise cloud solutions worldwide. Enzu enables online businesses to use its IT infrastructure to their competitive advantage. By offering a suite of proven hosting and management services, Enzu wants companies to foc...
May. 25, 2016 03:45 PM EDT Reads: 2,114
Customer experience has become a competitive differentiator for companies, and it’s imperative that brands seamlessly connect the customer journey across all platforms. With the continued explosion of IoT, join us for a look at how to build a winning digital foundation in the connected era – today and in the future. In his session at @ThingsExpo, Chris Nguyen, Group Product Marketing Manager at Adobe, will discuss how to successfully leverage mobile, rapidly deploy content, capture real-time d...
May. 25, 2016 02:45 PM EDT Reads: 1,436
IoT generates lots of temporal data. But how do you unlock its value? How do you coordinate the diverse moving parts that must come together when developing your IoT product? What are the key challenges addressed by Data as a Service? How does cloud computing underlie and connect the notions of Digital and DevOps What is the impact of the API economy? What is the business imperative for Cognitive Computing? Get all these questions and hundreds more like them answered at the 18th Cloud Expo...
May. 25, 2016 02:15 PM EDT Reads: 2,127
The cloud market growth today is largely in public clouds. While there is a lot of spend in IT departments in virtualization, these aren’t yet translating into a true “cloud” experience within the enterprise. What is stopping the growth of the “private cloud” market? In his general session at 18th Cloud Expo, Nara Rajagopalan, CEO of Accelerite, will explore the challenges in deploying, managing, and getting adoption for a private cloud within an enterprise. What are the key differences betwee...
May. 25, 2016 02:00 PM EDT Reads: 1,517
As cloud and storage projections continue to rise, the number of organizations moving to the cloud is escalating and it is clear cloud storage is here to stay. However, is it secure? Data is the lifeblood for government entities, countries, cloud service providers and enterprises alike and losing or exposing that data can have disastrous results. There are new concepts for data storage on the horizon that will deliver secure solutions for storing and moving sensitive data around the world. ...
May. 25, 2016 02:00 PM EDT Reads: 1,140
Enterprise networks are complex. Moreover, they were designed and deployed to meet a specific set of business requirements at a specific point in time. But, the adoption of cloud services, new business applications and intensifying security policies, among other factors, require IT organizations to continuously deploy configuration changes. Therefore, enterprises are looking for better ways to automate the management of their networks while still leveraging existing capabilities, optimizing perf...
May. 25, 2016 02:00 PM EDT Reads: 1,038