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市場調查報告書

客戶體驗管理市場趨勢

Trends in the Customer Experience Management Market

出版商 Frost & Sullivan 商品編碼 335075
出版日期 內容資訊 英文 33 Pages
商品交期: 最快1-2個工作天內
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客戶體驗管理市場趨勢 Trends in the Customer Experience Management Market
出版日期: 2015年07月03日 內容資訊: 英文 33 Pages
簡介

本報告提供客戶體驗管理 (CXM) 解決方案的優點、2015年趨勢分析和對終端用戶及供應商而言的CXM採購、對於促進的建議等。

簡介

客戶體驗管理:強力的概念

  • 終端用戶組織:集中特定的優點
  • CXM解決方案供應商:5個集群與計數
  • Frost & Sullivan的見解:客戶體驗的積極管理

2015年關注的CSM趨勢

  • 統一和單一視圖
  • Context為王
  • 文化和員工的配合措施
  • 質性及實際業務的見解
  • 即時見解
  • 情報和最佳化
  • 實驗和自願開發
  • 全球化
  • 客戶體驗為中心雲端

組織的CXM決策

  • 前端的CXM的關注領域
  • 策略性作用:相關人員價值的成長

CXM:modern解決方案、範例

整體概述

  • 供應商的建議
  • 終端用戶組織的建議

關注供應商簡介

  • Medallia
    • 企業的背景
    • CXM的領域 (解決方案範例)
    • 產品概要
    • 策略和價值命題
  • Sitecore
    • 企業的背景
    • CXM的領域 (解決方案範例)
    • 產品概要
    • 策略和價值命題

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目錄
Product Code: 9857-00-5E-00-00

Organisations Wanting to be Truly Customer-centric Must Actively Manage the Customer Journey

Frost & Sullivan discusses the real benefits provided by customer experience management (CXM) solutions, illustrating the 9 hottest trends characterising the CXM space in 2015 and offering advice to end users and vendors on how to procure and promote CXM solutions. Vendors claiming to offer CXM solutions cluster into 1 of 5 groups depending on the breadth of the solution and the degree to which it requires integration. Data analytics is the engine at the heart of a CXM solution, managing the whole customer journey. Silos are the key barrier to CXM adoption.

Table of Contents

Introduction

Customer Experience Management: A Powerful Concept

  • End-user Organisations: Only Concerned with Unique Benefits
  • CXM Solution Vendors: Five Clusters and Counting
  • Frost & Sullivan's View: Active Management of the Customer Experience

Hot CXM Trends in 2015

  • Unification and Single View
  • Context is King
  • Culture and Employee Engagement
  • Qualitative and Practical Insight
  • Real-time Insight
  • Intelligence and Optimisation
  • Testing and Spontaneous Innovation
  • Globalisation
  • Cloud, the Customer Experience Wraparound

How Organisations make CXM Decisions

  • Front-ended CXM Focus Areas
  • Strategic Role: Growing Shareholder Value

CXM: The Modern Solution Paradigm

The Last Word

  • Advice to Vendors
  • Advice to End-user Organisations

Featured Vendor Profiles

  • Medallia
    • Company Background
    • CXM Coverage (Solution Paradigm)
    • Product Overview
    • Strategy/Value Proposition
    • Company Background
    • CXM Coverage (Solution Paradigm)
    • Product Overview
    • Strategy/Value Proposition
  • Sitecore
    • Company Background
    • CXM Coverage (Solution Paradigm)
    • Product Overview
    • Strategy/Value Proposition

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