Moments Matter: The Smarter Commerce Ebook
Daniel Davis 270006VHAC firstname.lastname@example.org | | Tags:  commerce ebook smarter_commerce smarter_commerce_global_s... customer winans maria_winans smarter-commerce scgs moments_matter analytics data customer_journey
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Every single moment is an opportunity to meaningfully engage with an individual. But here’s the catch: moments matter only when they’re relevant to you. That’s why I constantly tell our clients that amassing more data is not the point. The point is to use those data to drive meaningful, people-centric engagements—which is just another way of saying that you need to make every customer touch point matter to them.
So writes Maria Winans, Vice President, Worldwide Industry Cloud Solutions & Social Business Category Marketing, in her new ebook, Moments Matter: Deliver Superb Customer Journeys with Smarter Commerce. What does it take to deliver that superb customer journey in today's globally connected and always-on world? What role does technology investment play? Moments Matter explores these questions and more as it delves into how smarter commerce is letting businesses engage customers at every crucial touch point.
Drawing lessons from the 2014 IBM Smarter Commerce Global Summit and beyond, the ebook walks you through analytics-based insights and why data is, in the words of IBM CEO Ginni Rometty, the natural resource of this century. Chapters devoted to innovation, customer service, and what it means to become a social business shed light on such crucial issues as the increasing need to build relationships with customers that go beyond discrete transactions, and the need to continuously reinvent ourselves around the customer experience.
You can find Moments Matter: Deliver Superb Customer Journeys with Smarter Commerce here.