Your organization’s survival depends on getting it right with your customers, who have other suppliers to pick from, especially in today’s economy. Yet implementing customer relationship management (CRM) strategies to serve them has often been akin to jumping off into the deep end for the first time: you’re sure you know you can swim but you’re not quite sure how well to be confident that you can bring your head out of the water.

 

To limit that unaffordable risk of failure, Chordiant (News - Alert) has devised what it says with justification is a breakthrough solution, the CxVBD, which enables enterprises to simulate the millions of front-office decisions made in support of customer interactions during the course of business. The information gathered from them will enable firms to refine their CRM programs before implementing them, and increase their chance of swimming through to success.

 

Leveraging CxVBD’s highly intuitive 3D interface, the simulation can be used to test the impact of customer experience/CRM strategies on the bottom line enterprise-wide or in any part of the business. The performance and business implications of even the most complex multi-channel, multi-issue, inbound and outbound strategies can be assessed before they are instantly put into production. Once live, success levels can be monitored down to an individual contact center agent, retail clerk, counter staff, or sales rep and changed in real-time to adapt immediately to market pressures or operational needs. CxVBD gives therefore unprecedented visibility into and control over business performance across the enterprise.

 

 “Chordiant’s CxVBD exploits the promise of decisioning more fully than anything else I have seen,” says James Taylor, author, co-founder of Smart (Enough) Systems LLC, and a leading authority on enterprise-based decisioning. “The product's capabilities are well beyond the imagination of most in business today, yet users will immediately see the potential of the product. CxVBD has the power to usher in a new era of business management in which companies are able to measure and fine tune the impact of every customer-facing decision. Companies will gain real control over their customer relationships, customer satisfaction and consequently their bottom line."

 

Built on top of Chordiant’s award-winning, patented decision management solution, CxVBD enables every interaction a company has had with its customers, including all decisions made during those interactions, to be efficiently stored for later simulation.

 

During a simulation, the decisions can then be “replayed” and “fast forwarded” using different strategies to see the impact those changes would have had on the business. For example, changing the price or discount on a proposition would show what the effect would be on all other propositions, the overall effect on a customer segment, on channel load and resources, the bottom line effect on revenues, profit, volumes, stock levels, customer satisfaction, and risk. Changing multiple parameters for multiple propositions at once, in any or all channels or customer segments, will provide an ever expanding view of the business implications.

 

CxVBD gives business owners complete command and control over all customer interactions with a real-time eye on metrics for productivity, profitability, customer satisfaction, retention, or any other key business measure. For example, customer segment and contact center managers can get an overview of how customer interactions are progressing as they happen with instant visualizations of the overall operational and business impact of each proposition; or they can drill down into individual agent performance. Customer experience or marketing managers can get an instant read on the opportunity costs and trade-offs associated with boosting branding campaigns or different product promotions.

 

“Make no mistake, Chordiant Visual Business Director is not just a dashboard for your business, it is a cockpit that offers company management fingertip control and a rewind button for trial and error exercises,” said Rob Walker, vice president Decisioning and Marketing Solutions, Chordiant Software. “Our customers are simply amazed when we show them CxVBD’s visualization, simulation, and control capabilities. The customer experience and the impact of marketing have never been as measurable or controllable as they are now. CxVBD can change the way a business does business forever.”