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just aren t getting this whole transformation, withdrawing rather than reaching out to the customers To combat that, they ve launched Zoykes, a social networking application that applies user-generated content such as ratings, rankings, and comments to bridge the customer company gap and share customer experiences It is peer-to-peer-to-company and any permutation thereof What makes Zoykes different from a typical social network is that this isn t a company hosted peer-to-peer network but a social network that is peer-to-peer-to-company meaning that the company is part of the conversation about the experiences the customers are having Zoykes is organized to drive improvements based on that P2P2C model This model can incorporate partners, suppliers, and vendors as well They call it, rather than point-in-time market research, a continuous pulse on what the customer thinks and feels

Defining the project involves user and manager interviews that result in a better understanding of what is required This process takes you from Can you implement

But Zoykes is ResponseTek s new stuff They have a long history with customer experience applications that have a powerful and valuable analytics engine Here s a look at their flagship product ResponseTek:CEM analytics capabilities Roll-up/drill-down The entire organization can be mapped into the reporting tools, allowing real-time analysis of how every part of the organization is delivering the customer experience, including roll-ups to divisional or regional levels, and drilldowns to the individual agent level That s invaluable for customizing what you need for insights Ownership Accountability for the customer experience is integrated within ResponseTek:CEM, ensuring all employees have direct and transparent ownership of issues that relate to their part of the business The employees may not love that feature, but, hey, it may get them a bonus Customer segmentation Segmentation and analysis by custom, client-driven criteria, through in-depth knowledge of how customer experience varies by customer segment or by complex multisegment scenarios, are all possible to a granular level Multiple measures Key indicators such as advocacy can be analyzed against every measure available to determine the factors that influence loyalty in every customer segment You can measure satisfaction too, but I don t know why you d want to

Before jumping into the details of Project Builder, let s begin by looking at how simple it is to create an application. As you will see, Project Builder enables you to get a basic application shell running in no time. The example application you will build is a Cocoa program that displays an image in a window. You will learn all about Cocoa in chapters 5 and 6, but for now think of it as a collection of object-oriented libraries, or frameworks, for constructing GUI- and non GUI-based applications for Mac OS X. Throughout the book, you will develop many applications. For consistency, you ll store all the projects under a directory called projects, located in your home directory. At this point, create a new folder in your home directory and name it projects. Now, follow these steps:

CRM at the Speed of Light: SoCiaL CRM StRategieS, tooLS, and teChniqueS foR engaging YouR CuStoMeRS

a wireless network for us to We will implement a wireless network that provides coverage to the entire first and second floors of our facility and supplies a minimum data rate of 24 Mbps while implementing strong WPA2 security Do you see the difference The first question is a simple idea The second statement is a concisely detailed project definition The project definition states the following requirements for our WLAN implementation:

Move to the Developer/Applications folder and launch Project Builder. (Better yet, drag the Project Builder icon to the Dock so you can get at it easily.) Choose File New Project (Shift-Command-N), select Cocoa Application (Nib Based)2 from the New Project list (see figure 3.2), and click the Next button.

Real-time alerts Integrated alerting rules scan every single conversation against any number of rules to identify critical issues and at-risk customers for immediate escalation and resolution This is an invaluable feature and also one place where analytics and business rules do mix well One picture to get an idea of what they have Figure 3-3

The minimum data rate must be 24 Mbps regardless of the client location WPA2 security must be used