Next generation CRM for enhanced customer journeys: from leads to loyalty

Presented by

Leslie Ament, SVP & principal analyst at Hypatia Research Group; Michael Rooney, SVP and General Manager at bpm’online

About this talk

Recent studies show, that 75% of consumers say they would spend more money with a company because of a positive customer experience. How do investment in next generation CRM help businesses enhance customer journey? Bpm’online has invited Leslie Ament, SVP Research & Principal Analyst at Hypatia Research Group, to share her expertise on how next gen CRM technology can help stakeholders transform their businesses into truly customer-centric enterprise thanks to advanced customer journey management. During the webinar, Leslie Ament will talk about why tech-savvy, modern consumers are no longer impressed with the current personalization level. Today, enhanced customer journeys should start with a deep understanding of the customer behavior and preferences, which is a backbone of enhanced customer experience. All investment in customer engagement solutions should reduce the customer's effort, be seamless, and encourage interaction via all preferred channels while providing stakeholders analysis and multi-channel visibility into customer preferences, behaviors and purchases. Learn how top performers use customer analysis and insight: •Improve enterprise level operational business processes. •Guide marketers, sales professionals and contact center agents on best practices for customer engagement and/or offer management. •Redesign workflows and use of business process automation to configure and/or automate repeatable processes. •Realize that customer engagement intelligence doesn't reside only in a CRM application: it lives throughout and beyond the enterprise. •Transform into a truly anticipatory customer-centric enterprise by replacing inside-out business processes (resource optimization) with purpose-built business processes designed from the outside-in (customer focused).

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Bpm’online is a premium vendor of process-driven cloud based software for marketing, sales and service automation. The beauty and core value of bpm’online products are the out-of-the-box processes that guide users through the most effective actions to accelerate results. Users love bpm'online's engaging interface with its social look and feel, free from redundant information that keeps them focused on what's relevant. For more information about bpm’online please visit: