Strategic Technology: Customer Experience Management (IBM TeaLeaf)

By | July 8, 2014
This entry is part 7 of 33 in the series Strategic Technologies

Gaining visibility to the quality of experience of customers and other users when using mobile and Web applications is an important step in learning about customers.  Looking for excessive device rotations, zooms, abandonment, etc. can help identify and diagnose design weaknesses in applications so that they may be corrected before they spoil the experience of too many customers.

TeaLeaf is an IBM product that provides the Customer Experience Management (CEM) capability.  For Web apps TeaLeaf scans HTTP traffic and provides a DOM listener.  For native apps a library is compiled into the app.

CEM is a subset of CRM capability that is often of interest to marketing and customer support strategists.

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  1. Pingback: IT Capability: Systems of Engagement Development | Alan Street

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