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CEOs across companies and industries have become focused in 2008 on the critical role that customer experience plays in keeping their companies competitive and driving profitability. These same CEOs are challenging their CMOs to move beyond CRM to Customer Experience Management, which takes an outside-in approach to the customer experience by providing the right touch to the right customer at the right time, every time. Looking at it from a slightly different perspective, CMOs challenged in a tough economy are asking a simple question.

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Customer Experience Management: Rx for the Top and Bottom Lines

“The 2008 Aberdeen Report: The State of the Market” reveals that investments in new enterprise applications are the top IT initiative for 2008. Aberdeen’s research also shows that, on average, organizations are using six business-critical applications and are planning to roll out four new applications over the next two years. The research also shows that 58 percent of organizations surveyed are unsatisfied with the performance of their current applications.

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The Lifecycle Approach to Shaping Up Flabby Mission-Critical Apps

End-user organizations are looking to leverage enterprise applications to achieve competitive advantages, operational efficiencies and improve information flow in their value chains. In order to maximize the return on investment from these deployments, organizations are optimizing their networks and ensuring a high level of performance. Two recent benchmark reports show that organizations are deploying various tools for prioritization of network traffic and traffic compression.

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Network and App Management: Going Wide vs. Drilling Down

Despite progress made against key warranty chain improvement initiatives, service and warranty management executives still wrestle with post-sale customer satisfaction issues and escalating warranty costs. These executives are revising business processes and adopting technology solutions to better manage warranty workflow, enhance claims administration, reduce costs and implement a closed-loop analytic-driven warranty chain, according to the results of a survey Aberdeen conducted in May with 170 service and warranty organizations.

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Creating a Stronger Customer Link

Best-in-Class organizations are three times more likely to leverage solutions for network simulation and emulation than Laggards, according to data from Aberdeen Group’s February benchmark report, “The Roadmap to the Next-Generation Branch Office Networks.” Deployment of these solutions resulted in Best-in-Class companies being twice as likely to report improvements in their ability to accurately estimate the impact of new technology rollouts on network performance.

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Network Simulation and Emulation: Try It Before You Deploy It