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Ray Wang reiterated some key findings and product differentiators from the August 4, 2008 Forrester Wave(TM): Customer Hubs, Q3 2008, stating, "While Forrester believes that CRM systems, BI, trusted data sources, and data warehouses represent pieces of the story, the continuous customer management process represents a much bigger picture of how enterprises collect, distribute, and use data in an organization to create value.
for the development of "The FedEx-ValEx Continuous Customer Management Program" (1996).
VALEX is the technology basis for Exchange Applications' Continuous Customer Management (CCM) practice, which improves customer acquisition, cross-selling and up-selling, and customer satisfaction by helping companies continuously manage customer communication streams across disparate channels and customer touch points.
Exchange Applications' signature approach to customer relationship management, called Continuous Customer Management (CCM), helps companies continuously manage customer relationships through their life cycles, from acquisition through up-sell, cross-sell and retention.
The session will cover: -- Barriers to effective Customer Relationship Management (CRM) and how to overcome them -- Building a roadmap for implementing a CRM solution -- Continuous Customer Management - a CRM methodology -- Lessons learned, and results achieved, from the mutual fund company's CRM project Exchange Applications, Inc.