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

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).
Recorded Feb 23 2016 61 mins
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Presented by
Leslie Ament, SVP & principal analyst at Hypatia Research Group; Michael Rooney, SVP and General Manager at bpm’online
Presentation preview: Next generation CRM for enhanced customer journeys: from leads to loyalty

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  • Winning the battle for customers in the age of new banking Recorded: Aug 18 2016 61 mins
    Michael Rooney, SVP and General Manager at bpm’online
    Bpm'online invites you to a free webinar “How to win the battle for customers in the age of new banking with smart tech tools and refined processes”.

    Recent studies reveal that the average cost per customer interaction in a traditional banking branch is almost 8 times higher than in a respective digital channel.
    During the webinar, Michael Rooney will shine a light on the gaps in traditional banking that limit their abilities to attract and retain next-generation customers. He will demonstrate how an agile CRM platform can help banks and financial services companies outperform their competition and set them up for success in the age of new banking.

    Join the webinar to learn:
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    • How to smoothly integrate digital innovations with traditional branch system?
    • How smart tech tools minimize service time in branches and contact-centers?
    • Steps to deliver a superior customer experience and boost sales results in banks.

    Don’t miss out on learning how bpm’online can help banks and financial services organizations exceed client expectations and win leadership in the market.
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    Rebecca Wettemann, VP at Nucleus Research, Michael Rooney, SVP and General Manager at bpm’online
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    Companies that have employed a formal process observe 18% higher revenue than companies that haven't. Moreover, 43% of the companies observe an increase in efficiency after two months of integration with business process automation software. Therefore, organizations that are seeking solutions to help them adapt to an ever-changing business environment need to consider building formalized business processes that comprise a set of well-thought-out actions to enhance the customer experience and cut operating expenses.

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  • Next generation CRM for enhanced customer journeys: from leads to loyalty Recorded: Feb 23 2016 61 mins
    Leslie Ament, SVP & principal analyst at Hypatia Research Group; Michael Rooney, SVP and General Manager at bpm’online
    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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    Recent studies demonstrate that aligned organizations achieve an average of 32% annual revenue growth while less aligned companies report an average of 7% decline in revenue.
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    Bpm’online has invited Paul Greenberg, the author of the best-selling ‘CRM at the Speed of Light’, President of The 56 Group, LLC, to share his expert perspective on the values of aligning marketing, sales and service teams around the right processes and technologies.

    Featured Guest Speaker: Paul Greenberg, Managing Principal of The 56 Group, LLC
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    Join the 1-hour webinar to find out:
    1.How to unite all teams to work toward a common revenue goal.
    2.How to leverage your customer journeys to identify and fill the gaps across the funnel and prevent sales pipeline leakage.
    3.How to help your marketing, sales and service teams adapt to the new initiatives faster when the company’s processes, products or services change.
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  • How dynamic processes help savvy companies accelerate digital transformation? Recorded: Sep 29 2015 60 mins
    Rebecca Wettemann, VP and founding partner of Nucleus Research; Michael Rooney, SVP and General Manager at bpm’online
    Digital transformation requires organizations today to be both bold and agile to keep up with the pace of the market shift. Bpm’online invited Rebecca Wettemann, a world-famous CRM analyst & VP of Nucleus Research, to share her expert perspective on values of the process-focused approach to CRM during the one-hour webinar.

    Recent studies predict that by 2017 about 70% of successful digital business models will rely on dynamic processes designed to evolve with customer needs.

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    •Specific technical expertise is required to modify processes and better align them with strategic imperatives.

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    Attend the 1-hour webinar to find out how to:
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    • Build the business case for transforming your CRM processes.
Next generation CRM: all about business process excellence
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: www.bpmonline.com

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  • Title: Next generation CRM for enhanced customer journeys: from leads to loyalty
  • Live at: Feb 23 2016 7:00 pm
  • Presented by: Leslie Ament, SVP & principal analyst at Hypatia Research Group; Michael Rooney, SVP and General Manager at bpm’online
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