|
Enterprise Customer Feedback & Advocacy Management Solutions
Do you know if your most valuable customers are recommending you? Which customer's are at risk of defecting?
Can you identify and target your advocates for new opportunities? What should you focus on next?
By implmenting a customer experience management program throughout your company, you will find the answers to these questions. Customers will no longer all appear the same. By ranking customers across the experience value chain, customer's will immediately stand out - for better or worse - allowing you to meet changing customer expectations. Increasing customer advocacy. Impacting your bottom line.
Over the last 7 years, Knowledge Wave's EEM CustomerWave™ solution series has helped helped more than 100 companies to become more profitable by answering vital questions about their customers and their place in the market:
 | How can I grow revenue by encouraging more customers to purchase from me again? |
| How do my products and services need to grow in order to keep pace with my customer? |
| How can I proactively manage my customer’s service and support experiences in realtime? |
| How do I shift my internal resources to have the biggest impact on my bottom line? My top line? |
| How do I know which customers are thinking of defecting? How can I keep them? How much will it cost? |
Knowledge Wave offers a full spectrum of customer experience management solutions designed to meet your company's specific needs.
  CustomerWave Solutions
|
Improve corporate performance by truly understanding who your advocates are … and why. By leveraging real-time, actionable information, you can better target your marketing, sales, and service efforts to the most-refined segment in your customer base. Only with this level of insight will you be able to ensure that your company provides the highly valuable experience your customers expect … and your competitors are striving for! more |
|
Provides a distinctive look into the gap between what your customers expect and what your employees think your customers expect. Aligning employee skills, incentives, and perceptions with customer requirements is a complicated but vital task for today’s customer service manager. This quarterly measure will track how narrow the gap between your employees and customers is … and where it needs to be closed first. KWI’s pinpoint reporting will provide you with high-ROI actions you can implement with confidence. more |
|
Provides deep, and rich customer experience metrics by collecting and integrating transactional customer feedback with your CRM, call center automatic call distribution (ACD), and web-based self-service systems. This dynamic, two-way communication sends relevant account and customer information to ServiceWave, triggers real-time transactional satisfaction surveys to customers, and returns pertinent customer information to your CRM, ACD, or other internal system. This includes automatic alerts and escalations to act on both opportunities and threats … immediately, and in real-time. By combining opinion data with operational data, ServiceWave’s standard reporting and online analytic analysis tools enable you proactively manage your service and support organizations. more |
CustomerWave Solution Benefits
Managing the Customer ExperienceGathering feedback on every customer interaction, analyzing the customer experience, and acting on the resulting business intelligence drives profitable growth. The EEM CustomerWave solution allows you to:
| Integrate feedback with your Customer Relationship Management (CRM) system |
| Focuson areas of highest financial impact by analyzing customer experience data along with your financial system data |
| Utilize CustomerWave's unique complex branching and sub-survey functionality to customize questions via product, service, customer touchpoint, or account manager |
| Reports can be viewed by or sent to everyone with restricted access specific to the individual |
| Best practices methodology, action planning and strategic consulting |
| Real-time reporting of customer experience data accessible online through graphical, customizable charts and cross-tabs that highlight key insights into customer advocacy |
| Provide secure online data transfer with our 128-bit SSL encryption option |
| Obtain feedback from customers in their preferred language |
| Dynamically segment results by company, business unit, department, or specific demographic segments |
| Support for anonymous responses to maximize valid customer feedback |
| Measure custom Key performance indicators (KPIs) and integrate metrics with your internal data warehouse/business intelligence system |
| Perform gap analysis with trending and scenario modeling |
EEM CustomerWave is a powerful solution. By providing high-impact, actionable customer intelligence, EEM CustomerWave, mobilizes your front-line workers, managers and executives to higher performance, and increases your company's profitability.
Learn More About the EEM Suite
| Understand why the Knowledge Wave approach works more |
| Discover how EEM will impact your business more |
| Download the EEM CustomerWave™ - Enterprise
Customer Experience Management Brochure download |
Enterprise Experience Managment Businesss Programs
 EEM CustomerWave™
|
