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customer experience metrics

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Published By: Oracle     Published Date: Mar 04, 2014
This document aligns to the Customer Experience (CX) Value Equation defined by Oracle as a method to identify and measure the value of CX. Within the value equation there are three important areas of business focus, or CX practice areas: Acquisition, Retention, and Efficiency. Each area has strategic and operational areas of measurement, or Key Performance Indicators (KPIs).
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oracle, oracle cloud service, customer experience, key performance indicators, acquisition, retention, efficiency
    
Oracle
Published By: Business Assyst     Published Date: Mar 26, 2007
Interest in customer loyalty programs has never been more avid. After a number of years when such programs always seemed to be on the brink of taking off - but never quite managed to reach expectations - recent years have seen a real and dramatic increase in their uptake. This paper explores the issues which need to be addressed in order to cost justify the implementation of a customer loyalty system.
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crm, customer relationship management, customer experience management, loyalty, retention, business metrics, affinity, business assyst
    
Business Assyst
Published By: Genesys     Published Date: Dec 20, 2018
Customers today expect their customer service to be as connected as they are. If you canít deliver a seamless omnichannel customer experience or easily add digital channels such as mobile, social media and web, you risk being left behind. Some companies try to deliver omnichannel with dated technology, a tangle of point solutions, bolted together with duct tape. But you donít have to. Read this ebook and see: ē Why force-fitting more channels into an aging infrastructure is not the right approach ē How to create a future-ready customer experience ē How an integrated approach improves your metrics and reduces operating costs
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Genesys
Published By: Cox Business     Published Date: Dec 19, 2016
Businesses need to plan for unforeseen events that can disrupt productivity, impair the customer experience, and possibly even threaten a businessís existence. A disruption every business needs to plan for is any event that destroys valuable data, inhibits access to data, or causes downtime of core applications. Consider the staggering amount of information your company stores electronically. What if an unforeseen event destroyed all financial records, client contacts, and application data? You wouldnít be able to send customers accurate invoices. Your marketing efforts might be undermined. You would lack key metrics for measuring quality, profitability, and more. The losses could be staggering. In every aspect of life, itís smart to plan for unexpected events. Thatís especially true for two plans every business must have: a disaster recovery plan and a business continuity plan.
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Cox Business
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