![Page 1: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/1.jpg)
K E E P I NG C U S TOMERS E NGAG ED TODAY A ND TOMORROW
THE COMMUNICATIONS REVOLUTION
PaulGreenbergManagingPrincipal
The56Group,LLC
![Page 2: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/2.jpg)
DIGITALTRANSFORMATIONANERAOF
BEGINS
![Page 3: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/3.jpg)
Impactsallinstitutions.Businessamongthem.
DIGITALCOMMUNICATIONSREVOLUTION
![Page 4: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/4.jpg)
INFORMATIONISTRANSFORMED
Howwecreate,distribute,consumeinformationhasbeenirrevocablychanged
Favorite
![Page 5: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/5.jpg)
THEDIGITAL CUSTOMER
![Page 6: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/6.jpg)
WHO IS THEDIGITAL CUSTOMER?
Savvy usingdigitalchannels&appsonmultipledevices
Trust isdifferent.
Controls theconversation
Communicates withpeers(“personlikeme”)
Communicates anytime,anywhere
Omnichannel Mobile.Local.
Expects immediateresponse.Ornearlyso.
Expects informationavailableinstantlywhensearching
Wants todealwithhumanizedcompany
Self-interested whenitcomestotheirinteractions
82%findpeersmosttrustedsource[Edelman2014TrustBarometer]
![Page 7: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/7.jpg)
THEDIGITALCUSTOMERHASAPROBLEM–WITHYOURBUSINESS
81%ofcustomerssayit’sdifficulttocommunicatew/businesses.34%ofbusinessesthinkthattheyhavethatproblem.
94%ofbusinessesthinktheircustomersaresatisfiedw/theircommunications.96%ofcustomersaren’t.
79%ofcustomerssaythatfastresponsetimescontributetoapositiveexperience…yet89%ofthosecustomerssaythatbusinessesdon’tdoit.
55%ofcustomerssaythatbeingabletocommunicateonpreferredchannelscontributetopositiveexperience…only27%ofcompanieshaveanomnichannelstrategyinplace.
51%ofbusinessessaidbadcommunicationledtonegativereviews...yetagoodcommunicationexperienceleadstoa50%lowerlikelihoodthatanegativereviewwillbeposted.
Source:Twilio/LawlessResearch“BridgingtheCommunicationDivide:ConsumerCommunicationsReport2017”
![Page 8: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/8.jpg)
MULTICHANNEL
![Page 9: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/9.jpg)
OMNICHANNEL• 2002 – Consumeraveragedtwo
touch-pointswhenbuyinganitem• Only7% regularlyusedmorethan
four.• 2017 - Consumeraveragesalmost
sixtouch-points• Nearly50% regularlyusemore
thanfour.(Source:MarketingWeek)
![Page 10: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/10.jpg)
OMNICHANNEL
![Page 11: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/11.jpg)
TheValue• Companiesthatorchestrated
multiplechannelswellwere2Xmoresuccessfulatreducingcustomerchurnthanthosewhodidn’t.(Aberdeen)
• Strongomnichannel=9.5%increaseYOYinrevenue;weak=3.4%YOY(Aberdeen)
• Omnichannelshoppers30%higherCLVthan1channel
(Google)
OMNICHANNEL
![Page 12: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/12.jpg)
C U S T O M E R C O M M U N I C A T I O N S M A N A G E M E N T –W H E R E I S I T ?
![Page 13: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/13.jpg)
CCM MARKET – WHERE IS IT?
Mature,stable,reliabletechnologyandsystems
01Billiondollarmarket
02Alignedwithchanges– transformedfromprinttodigitaldocumentsandthedeliverychannelsassociatedwiththatdigitaltransformation
03
![Page 14: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/14.jpg)
“TheCCMmarket'soriginslieintheconvergenceofdocumentgeneration/compositionandoutput
managementtechnologies.Traditionally,organizationsusedtheseapplicationstobroadcaststatic,mainlyprint
outputtocustomers…”
(Source:GartnerGroup,CCMMagicQuadrant,2017)
WhatwasCCM…Then?
![Page 15: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/15.jpg)
WhatisCCM…Now?
“…Today'sCCMmarketembracesamoredynamic,interactivemodel:CCMapplicationscreatepersonalized,on-demandcommunicationsviamultiplechannels,oftenbasedontherecipient'spreferencesratherthanthe
sender’s.”
(Source:GartnerGroup,CCMMagicQuadrant,2017)
![Page 16: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/16.jpg)
CCM –IN THE CONTEXT OF CUSTOMER INTERACTIONS
Independentbutbecomingpartofamuchlargercustomerengagementmatrix– bothasastrategyandasatechnology/system.CCM
isthecreation,distributionandconsumptionofcontentinanomnichannelenvironment.Context
isitsabilitytonotonlyprovidevaluablecontentinasecureandprivateenvironmentbut…Power
highlypersonalizedresponsestoindividualcustomerneed.Provides
![Page 17: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/17.jpg)
u Sothen…
u Matureindependentindustry
u InparallelwithCRMandecommerce,equallyasmature,becomingpartofalargerecosystemaroundomnichannelcustomerengagement.
CCM…InSum…andBeyond
![Page 18: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/18.jpg)
CUSTOMER INTERACTIONS & ENGAGEMENT
![Page 19: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/19.jpg)
“Customerengagementistheongoinginteractionsbetweencompanyand
customer;offeredbythecompany,chosenbythecustomer”
![Page 20: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/20.jpg)
ANEWERAFORCUSTOMERS
Movedfromsocialtodigitalcustomer.
Beyondexperimentationinsocialmediatofullyintegratedomnichannelperspective.
Customerengagementistheprimaryreasonthatcompaniesareundertakingdigitalinitiatives(69%)[McKinsey,2014]
64% ofcompaniesarebeyondexperimentalstage(integratedchannels,multi-channel,cross-channel)[StateofSocial2011,eConsultancy]
![Page 21: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/21.jpg)
60%
OFRESPONDENTSSAIDCUSTOMERENGAGEMENTISATOPPRIORITY
84%
BELIEVEDCUSTOMERENGAGEMENTWOULDOVERTAKEPRODUCTIVITYASTHEIRCOMPANY'SPRIMARYDRIVEROF
GROWTH.
In a survey of a large technology vendor’s customers…
CUSTOMERENGAGEMENTAMAJORCONCERNSource:BluewolfConsulting
&
![Page 22: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/22.jpg)
23%
PREMIUMFORFULLYENGAGEDCUSTOMERSINSHAREOFWALLET,
PROFITABILITY,REVENUE,RELATIONSHIPGROWTH
37%
MOREREVENUE/YEARFORRETAILBANKS’FULLYENGAGEDCUSTOMERS
OVERDISENGAGED
240%
INCREASEINPERFORMANCE-RELATEDBUSINESSOUTCOMESFORCOS.THATENGAGEEMPLOYEES
ANDCUSTOMERS
DISCOUNTFORFULLYDISENGAGEDCUSTOMERS
-13%
BUT
[StateoftheAmericanConsumer,2014,GallupOrg]
![Page 23: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/23.jpg)
CUSTOMER ENGAGEMENT IS NOT...
MARRIAGE ADVOCACY LOYALTY UNIDIRECTIONAL
CONSISTENTLYTHESAMELEVEL
DETERMINEDBYTHEAMOUNTOFTIME/EFFORTACUSTOMERMAKES
X X X X
X X
![Page 24: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/24.jpg)
WHATISCUSTOMERENGAGEMENT?
Proactiveinvolvement.[Peppers&Rogers]
(Onlineengagement)isanestimateofthedegreeanddepthofvisitorinteractiononthesiteagainstaclearlydefinedsetofgoals.[EricPeterson]
![Page 25: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/25.jpg)
WHATISCUSTOMERENGAGEMENT?
Theongoinginteractionsbetweencompanyandcustomer,offeredbythecompany,chosenbythecustomer.
Engagementlevelsvary- Casualtointense.- Infrequenttofrequent.- Changesmomenttomoment.
Customerschoosechannelstheyengagein.
CustomerExperience&engagementaresymbiotic
![Page 26: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/26.jpg)
WHATISCUSTOMERENGAGEMENT?
Otherfactorsimpactinteraction.
Companyhasenterprisevaluechain.- Vendors/Suppliers- Partners- Externalagencies- Employees- Customers
Customershavepersonalvaluechainthatimpactsinteractions.- Customeranalyticsimportant.- Moreimportant,makingsurethatthingsworkright.
Butrememberengagementisn’tonlydeterminedbyimmediateinteraction.
![Page 27: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/27.jpg)
ERAOFCUSTOMERENGAGEMENT
Customerhasproducts,services,toolsandconsumableexperiencestosculptthekindofexperienceandthelevelofengagementtheywanttohavewithcompanies.
THEYLOOKFORHIGHLYPERSONALIZEDINTERACTIONS.
Theywanttofeelvalued.
Theywanttoknowthatyou“know”themw/otalkingtosomeonenecessarily.
CUSTOMERSSELF-SELECTS
![Page 28: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/28.jpg)
IthinkRadioheadsucks!
BADCUSTOMERENGAGEMENT
BaduseofgamificationbyGetGlue.
![Page 29: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/29.jpg)
COMPANY SIDE THE OF THE ENGAGEMENT STORY
![Page 30: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/30.jpg)
COMPANYCONCERNS
EXPERIENCE EXPECTATIONS COSTS
PRIORITIES KNOWLEDGE
MakingUI/UXseamless,thinkingomnichannelorchannelessordevice.
Howtooptimizeofferingstomeettheneedsofacommonwealthofself-interestw/budgetlimits.
Recognizingthecustomerwillbeexpectingthebestresultss/hehadinallchannels.
Whatisitthatweneedtoknowaboutthecustomer(orgroups)thathelpsusmakethosedecisions?
.Transactional
.Unstructured
Knowingcostsoftryingtoprovideallthatacustomerwantsisincrediblyhigh.Sobeingwillingtonotprovideeverything.
![Page 31: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/31.jpg)
EXPECTATIONSPlanonhowtomeetcustomerexpectations,ifreasonable.Makeitgoodenough– notdelightfulallthetime.“Keepingtheordinary,ordinary.”
KNOWINGTHECUSTOMERSGetfeedbackfromcustomers,knowtheirjourneys,customeradvisoryboards
RELATIONSHIPTreatcustomerasapartner,notaclient.Involvecustomerasextensionofcompany
RESOURCESAllowcustomerstosculpttheirrelationshipwithyou.Becomeco-creators,datasource,etc.
VALUERecognizecustomersandyourideaofvaluearenotthesame.
CULTURE
Buildaculturebasedonempathy,trust,believability,andrespect.Itpays.
COMPANYPREPARATION
![Page 32: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/32.jpg)
OMNICHANNELBuildthemultiplechannelsthatpeoplecommunicatewith,notbasedonaguessofwhichoneworks
BUSINESSOPERATIONSCustomersuccessmanagement,organizedend-to-endprocesses,systems
CULTUREBuildaculturebasedonempathy,trust,believability,andrespect.Itpays.
STRATEGY/PROGRAMS
CONTENT
Focusonpersonalizedcontentcreation,delivery,linktocontentmarketing,collaboration,mobileinteraction
COMPANYEXECUTION
Designstrategy&programsaroundwhatyouknowcustomersarelookingfor,notwhatyouthinktheymightbe.
![Page 33: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/33.jpg)
SYSTEMSOFRECORD
Recordtransactions Automateoperationalprocesses
Capturedata Analyzedata Scaleappropriately
![Page 34: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/34.jpg)
SYSTEMSOFENGAGEMENT
Integratewithsystemsofrecord.
Systemsthatencouragecustomerinvolvementwithcompanyatlevelthatcustomerchooses.
Interactions Community
Collaboration RichMedia
Usability Immediacy
OpenAccess Insight&Analysis
![Page 35: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/35.jpg)
IN SUMMARY
![Page 36: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/36.jpg)
COMMUNICATIONS REVOLUTIONThecommunicationsrevolutionhastransformedbusiness.
ENGAGEMENT AT THE READYCustomerengagementisatthecenterofcustomerfacingprogramsandstrategies.
DIGITAL CUSTOMERWehaveadifferentkindofcustomer- adigitalcustomer- buts/heisstillacustomer.
EXPERIENCE AND PARTNERSOurcustomersshouldbesubjectsofanexperienceandpartners,ratherthanobjectsofasaleandclients.
INSUMMARY
![Page 37: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/37.jpg)
OMNICHANNEL STRATEGYInordertoacquireandretaincustomers,weneedtohaveaomnichannelstrategy- withselectedchannels.
GOLDEN RULEThekeyistoprovidetheproducts,services,toolsandconsumableexperiencesthatthecustomerneedstosculpttheirownrelationshipwithyou.
SYSTEMS OF ENGAGEMENTTodoso,sincewehavetransformedhowwecommunicate,weneedtoenhanceourcurrentsystemsofrecordwithsystemsofengagement.
INSUMMARY
ENSURE YOU HAVE OPTIONSChooseCCMsolutionsthatallowyoutoleverageyourinfrastructure’secosystem
![Page 38: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/38.jpg)
Blogthe56group.typepad.com
SocialCRM:TheConversationblogs.zdnet.com/crm
Twittertwitter.com/pgreenbe
Facebookfacebook.com/pgreenbe
Mobile703-338-0232PAUL GREENBERG
AuthorCRM at the Speed of Light (4th Edition)
Managing PrincipalThe 56 Group, LLC
Global Advisory CommitteeSports Entertainment Alliance in Technology (SEAT)
Advisory BoardUniversity of Texas System Transformation Project
Author (Upcoming)The Commonwealth of Self-Interest: Customer Engagement, Business Benefit (Harvard Business Press, 2018)
![Page 39: KEEPING CUSTOMERS ENGAGED TODAY AND TOMORROW · Making UI/UX seamless, thinking omnichannel or channeless or device. How to optimize offerings to meet the needs of a commonwealth](https://reader033.vdocuments.us/reader033/viewer/2022051806/5fff8f7fbf6ddf35ee59ddd6/html5/thumbnails/39.jpg)
Follow us on social.Scale the Conversation.