With the transition from buying products (we need some technology) to buying solutions (we need to improve our customer experience), implementations are more complicated, integrations more numerous, and overall business objectives more difficult to achieve. In this context, effective service provider selection has never been more imperative or more elusive. Further complicating matters, organizations typically invest… read more >
DCG research and articles about: system integrator
Historically, technology vendors have had ‘reseller’ channels, the sole purpose of which being to sell as quickly as possible as many licenses as possible for the vendor. As such, the vendor has long measured success solely on the basis of revenue generated by a particular channel partner. Quite simply, the technology vendor hopes that the… read more >
The ability to effectively manage relationships with prospects and customers can make or break an organization. Unfortunately, there is currently no “one-size-fits-all” solution to managing these experiences, which means Customer Experience Management (CEM) is hard, complicated, and very new. In this Insight Paper, Tim Walters makes the case for CEM by explaining that empowered customers,… read more >
This November Marianne Kay will be speaking at JBoye Web & Intranet Conference in Aarhus, Denmark about Web Content Management and the role that Service Providers – digital agencies, system integrators and the like – play in WCM projects. Her talk is based on extensive research that Digital Clarity Group have undertaken in WCM Service… read more >
CEM is an imperative because you're either competing with superior customer experiences -- or you're not even part of the game.
Tim Walters, Ph.D.,
The CEM Imperative.