Companies often misinterpret customer experience to mean the experience at the last touchpoint. They train customer service and sales people to be customer-centric, create the best online and mobile UI and invest in social engagement and listening. However, all these investments are futile if the underlying operations are not equipped to support the customer journey.
“We’re seeing a trend where it’s a scenario of evolve or die,” Mr. Chen says. “Large companies may have the resources, the money, and technology, and probably already invested millions of dollars 10 years ago to solve a problem, but the problem has changed and the efficiencies of the problem have changed. Their competitors, smaller pharmaceutical start-ups, can now get into the game with better systems and better cloud data management platforms. Their ability to be more agile, to know their customers better — get a 360 degree view — and to be able to service them better at a personalized level is the competitive advantage in this evolving market.”
Reltio a platform-as-a-service company that provides master data management services for disparate data sources, has announced the newest iteration of its cloud data management platform.The new version features integration with SnapLogic Inc.’s application program interface manager and improved integration with Dun & Bradstreet Corp. data.
Reltio's partnership with Dun & Bradstreet will power the next generation of account relationship management solutions. The combination of Reltio Cloud technology and Dun & Bradstreet data delivers a complete 360-degree view of accounts through the reliable, relevant and personalized hierarchy and relationship information across people, products, and places to improve sales effectiveness and customer engagement.
In the nitro-fueled, hyper-paced modern world, digital marketers have to be able to upshift quickly, change lanes without hesitation, and recognize the traffic patterns ahead to avoid delays and setbacks. Because the name of the game in 2017 and beyond is masterful maneuvering, as evidenced by the multiple obstacles, road hazards, and fast-lane opportunities that characterized the digital marketing route many traveled this past year.
Data is an asset, in more ways than one. Businesses want to monetize the data they create as much as they are interested in how they can take profitable advantage of the data that other companies may make available to them.DATAVERSITY® recently explored some data monetization issues with Ramon Chen, CMO Reltio.
Master Data is the foundational information on customers, vendors, and prospect that must be shared across all internal systems and applications. Account 360 with Reltio Cloud offers a solution around common entities with a master view using matching, cleansing and hierarchy management components. And, You can enrich your data with automated integration to Dun and Bradstreet and grow your customer views from zero knowledge to excellent insights and actionable content.
Companies deploy several operational applications such as CRM, marketing automation, order management, billing, shipping and customer support to serve and manage customers. Throughout their journey, customers interact with multiple channels like email, phone, web, stores and social media. Today, a massive amount of data flows through these systems.
With the emergence of value-based delivery models, the approach to healthcare is significantly evolving. In addition, there has been a significant shift in patient expectations. Patients today are looking for experiences similar to what they get as a consumer of retail, banking, or hospitality. They want to engage with the organizations when they want, where they want, and using the channel of their choice.
While life sciences companies continued to make inroads towards patient-centered thinking, the main pursuit of a complete, 360-degree view of customers typically classified as healthcare professionals (HCPs), still dominated the investments and thinking of the majority of organizations. To that end, great strides were made by taking a significant step up in data management capabilities. Life sciences companies from startups all the way to F500 giants have shunned and started to shed the anchor of heavyweight, on-premise software that used to cost IT teams millions of dollars in implementation resources.
The use of big data in healthcare is a trend that’s still in its infancy and only going to continue to grow rapidly. Unfortunately, many medical device manufacturers aren’t equipped with the right expertise to incorporate this tool into their products. As such, they are seeking help from firms who specialize in this area.
"Reltio's ground-breaking approach to managing data is refreshing," said Manish Jain. "I'm excited to become part of the team spearheading the new India office, and to play a role in expanding the company's presence in the Asia-Pacific market, thereby enabling more organizations to realize the platform's immense business value. Needless to say, we are hiring in all positions!"
Forrester’s research shows a strong correlation between higher rates of revenue growth and two factors: a better customer experience and a concerted effort to use data to be insights driven. Coincidence? Hardly. Our research into how customer-obsessed firms do what they do revealed that becoming insights driven was one of four fundamental shifts in operating principles common to successful organizations. This report shows what being insights driven looks like and lays out the fundamental enablers that enterprise architects must put in place to make that journey.
We’re not that far away from the rise of the patient. Patients today expect the same experience as they get from a retailer or a bank. They want to be more involved in their care. They expect all relevant parties like providers, payers and pharma to collaborate and recommend the best treatment options. Changing business models, customer expectations and newer regulations will accelerate the evolution of healthcare. The transition will not be easy, but building a reliable data foundation is the first step towards a patient-centric healthcare system.