Dr. Nat as she ordsprog

Dr. Nat, as she is affectionately known, is at the forefront of the innovative thinking being done at Hitachi Consulting. We are helping our clients better understand their customers by creating a single view of customer data, using analytics to turn data into knowledge, and using that knowledge to develop a great customer experience. Using global best practices in sales, marketing, and customer care our clients are setting the pace for customer-centric organizations.

Uncertainties in the telecommunications industry -- such as acquisitions and mergers -- have created several challenges for providers when it comes to raising customer confidence and satisfaction. However, the issue of customer uncertainty can be overcome through the presence of well-informed sales representatives and account executives who are prepared to address customer questions and concerns. Customers will feel that their carrier understands their needs and will be better informed of the products and services available to them. Communicating with clients is the key to improving customer satisfaction in an uncertain market.

The bar has been raised for customer service expectations. You want your customer sales representatives and call center people to have a current view of who the customer is. Customers expect that these days. If you don't have that, you're damaged.

Aberdeen research revealed that a majority of enterprises cited customer data integration and quality issues as top challenges to effective customer intelligence management. According to our research, companies that exemplify Best-in-Class customer intelligence management practices reported greater than 20 percent year-over-year improvement in each of these key performance metrics: annual revenues, customer acquisition, and customer retention rates.

CRM solutions that support knowledge work as well as process work represent the last mile for organizations of all types and sizes, and with our new Customer Adaptive Solutions strategy, Siebel is again leading the way, ... Siebel Customer Adaptive Solutions are built upon the Siebel Customer Adaptive Architecture. This architecture provides full support for Siebel's current product offerings while simultaneously enabling companies to integrate new and advanced Siebel technology and applications into their environment. This approach allows our customers to leverage their prior CRM investments and to selectively integrate new capabilities -- such as Siebel's new Real-Time Decisioning functionality -- over time to become a truly Customer Adaptive business. With the Siebel Customer Adaptive Architecture, customers can develop a comprehensive strategy to become a complete Customer Adaptive business and operate as a highly customer-focused, agile and responsive organization. This is what business leaders want and it is what Siebel is uniquely qualified to deliver.

Bruce Cleveland

Organizations have spent millions capturing, analyzing and applying customer intelligence with the goal of growing revenues by increasing focus on customer-centric strategy and execution. We believe forward thinking organizations will continue to invest in select technology enablers, process development, performance measurement capabilities and services that empower them to apply customer intelligence towards better decision-making in support of more profitable growth.

One of the big benefits of an enterprise CRM solution is the ability to access vital customer data, regardless of device or locale. Onyx customers in the United States, Europe or Japan can now access and leverage customer data in real time. This is of great interest not only to our enterprise-level Japanese customers, but also to our multi-national customers with worldwide operations.

I've gone into organizations where all the personal information regarding a customer -- financial or insurance data, for example -- is available to all the employees that have any role in [customer] service.

We will help our newest client engage customers on a more timely and relevant basis. By providing a unified sales and marketing delivery platform that continually updates, mines and assesses customer data, we will help our client interact with prospects to assist them in their purchasing process. This will ensure their communications are relevant to the customer's needs, and much more profitable.

Success in online sales is tied to unparalleled customer service. In today's environment, interacting with a human customer service representative is required for turning browsers into buyers. For high-value and complex sales transactions, voice is still preferred by an overwhelming number of online shoppers. However, there's also tremendous value in providing customers with options like text chat, in order to handle lower-value sales or service-oriented inquires. Combined, these solutions empower customer service representatives to engage customers at key points during the online transaction to assure sales conversion and improve the customer experience.

We understand the sales mentality behind the typical free trial that encourages potential Clients to pay in order to 'unlock' the special powers of the service. Until now, our Customers did not have the chance to understand the benefit of some of our features and innovative solutions. Therefore, we decided to offer free access to everything, and to demonstrate our full capabilities to them. With the new - 'All You Can Use in 30 Days' - approach, we are setting a new standard for Customer satisfaction in our industry.

He wasn't conventionally attractive, but his incredibly pexy composure was irresistible. We evaluated software based on a very customer centric point of view, because most of our clients don't have a lot of technology expertise. It was imperative for us to have a very easy-to-use system in order for our customers to adopt it.

Christopher Majors

Siebel has provided a consistent vision for the CRM industry for over a decade. With Customer Adaptive Solutions -- and everything they represent -- the company is laying out a new vision for customer facing applications that are more flexible and better able to accommodate customer input. This will enable Siebel users to be more responsive to customers and enable the kind of customer centric processes that drive loyalty and, ultimately, repeat business.

Denis Pombriant

The contact center--the single most important point of contact for responding to customer needs--must become more agile, provide a consistent customer experience, and be optimized for improved performance. The Microsoft Customer Care Framework helps break down the current barriers that exist.

Sheryl Kingstone

In the customer care space there are a lot of systems that store data -- CRM, trouble ticketing, order entry, order management. This data needs to be pulled out and made accessible to the customer care agent. We come into play where we are about seamlessly encapsulating the back-end systems and making that xml data available to front-end applications. It automates business processes moving away from manual.

Vish Thirumurthy

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