Resources White Papers

A New Model for Customer Engagement

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This white paper will discuss the six steps to effective customer engagement, including embracing a true multichannel strategy, having smarter conversations, delivering seamless experiences for delighted customers, enabling business collaboration, leveraging affiliates, partners and bundled offerings, and measuring customer retention, loyalty and revenue potential through real-time business analytics.

Additionally, this paper will take a closer look at ‘relationship architecture’ – the technology foundation that streamlines and helps manage all aspects of customer-facing business initiatives. Establishing a relationship architecture will provide lasting benefits to the company, partners and the customer, ultimately leading to success for the business.

Providing Value to Relationship-Centric Companies Via Interaction Delivery

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This document describes an emerging business pattern we are calling Relationship-centric Interaction Delivery, provides examples of how this pattern spans industry sectors, and explains how the pattern brings value to a business’s internal, strategic and value-based relationships. The document also includes brief case studies that describe how Interactive Softworks has used this pattern to achieve significant reductions in cost and time-to-value for its customer base.

The Case for Interaction Management and Service-Oriented Interactions

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This document presents a refactored solution that vastly simplifies the technology-set and skill requirements necessary to deliver manageable, business-driven solutions while leveraging the relevant aspects of the current best-of-breed standards and practices.

Resources

Key Resources

• A New Model for Customer EngagementLearn about the 6 steps every company needs to take for effective customer engagement.
• Customer Success StatisticsHow effective engagement helps you get and keep more customers.
• Special Technology Initiative?Tell us more about your project.