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Abstract:
Enterprise Contract Management for Life Sciences: Integrating Contract Creation, Administration, and Execution. Find IT Solutions
and Other Applications for Your Decision Linked to Enterprise Contract Management. Leading life sciences companies are recognizing
the need for synchronized, enterprise-wide pr (...)
Excerpt related to
contact management cm:
Enterprise Contract Management for Life Sciences: Integrating Contract Creation, Administration, and Execution. Find IT Solutions
and Other Applica...
Published:
2010-03-11
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Abstract:
For years, contact centers have used first contact resolution (FCR) rates to measure their performance. While FCR rates remain
a useful metric for assessing how well contact centers handle incoming requests from customers, they do not provide an accurate
view of how well your company is treating your cus (...)
Excerpt related to
contact management cm:
Zero Contact Resolution: How to Keep Customers and Build Great Brands. Source: RightNow Technologies. Document
Type: White Paper Description ...
Published:
2010-03-11
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Abstract:
Today, financial services firms are increasingly focusing on organic growth—forcing contact centers to drive cross-selling
efforts as well as strengthen customer relationships. But in order to contribute to profitable growth, they must be able to
quickly identify and address customers in a personalized (...)
Excerpt related to
contact management cm:
The Profit-minded Contact Center: Building an ROI Case for Customer Interaction Solutions in Financial Services.
Source: Portrait ...
Published:
2010-03-11
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Abstract:
Implementing technology without the proper people and processes in place only means bad service is delivered faster. Indeed,
the employee brain trust is critical to succeeding in today’s knowledge economy and customer-centric environment. Yet according
to numerous industry analysts, a staggering 55 to (...)
Excerpt related to
contact management cm:
... Yet according to numerous industry analysts, a staggering 55 to 70 percent of customer relationship management
(CRM) and contact center projects fail to meet ...
Published:
2010-03-11
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Abstract:
Assumption: Call center turnover will always be higher than you want, no matter what you do. If this is true (and a mounting
body of research suggests it is), you’ll need to complement rewards such as bonus pay, flex time, and public recognition with
other means of getting the most productivity from yo (...)
Excerpt related to
contact management cm:
The Truth about Agent Training and Turnover in the Contact Center. ... Download <strong>The
Truth about Agent Training and Turnover in the Contact Center</strong>. ...
Published:
2010-03-11
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Abstract:
In successful contact centers, top agents provide a superior experience for customers and ultimately help grow revenue for
a company. How does your contact center stack up to the competition? Are you doing all you can to run a high-performing contact
center that keeps customers happy and builds long-term (...)
Excerpt related to
contact management cm:
Best Practices for Improving Performance in Your Contact Center. Source ... company. How
does your contact center stack up to the competition? ...
Published:
2011-05-17
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Abstract:
Have you ever received a call from your existing long-distance phone company asking you to switch to its service and wondered
why they are calling? Chances are the integrity of its data is so poor that the company has no idea who many of its customers
are. The fact is, many businesses suffer from this sa (...)
Excerpt related to
contact management cm:
Master Data Management and Accurate Data Matching. ... The solution: implement a master
data management (MDM) system that uses an accurate data matching process. ...
Published:
2010-03-11
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Abstract:
This buyer's guide reviews the latest innovations in customer relationship management (CRM), focusing on cloud, mobile, and
social options, and provides several valuable CRM resources. Customer relationship management (CRM) has matured, and offers
more choices than ever before. This buyer’s guide review (...)
Excerpt related to
contact management cm:
2011 Customer Relationship Management Buyer's Guide: Innovations in CRM. Source: Technology Evaluation
Centers. Document Type: TEC ...
Published:
2011-11-21
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Abstract:
The contact database sits at the heart of any successful customer relationship management (CRM) program. Indeed, most CRM
efforts aim at improving revenues based on the contact database. But what about the information that never made it into the
database at all? The investment in these leads will often b (...)
Excerpt related to
contact management cm:
... CardScan. Document Type: White Paper Description: The contact database sits at the heart
of any successful customer relationship management (CRM) program. ...
Published:
2010-03-11
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Abstract:
Customer churn is very costly—it’s many times more expensive to acquire a new customer than to keep an existing one—so retaining
customers by offering a superior experience is a top priority. Also, delivering unique experiences to different customer segments
is a valuable strategy. Read about how t (...)
Excerpt related to
contact management cm:
Enhancing the Customer Experience with Loyalty Management: Strengthen the Brand and Improve Customer Retention.
Source: SAP. Document ...
Published:
2011-03-14
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Abstract:
Industry observations indicate that few enterprises have been successful in implementing seamless networks to provide consistently
updated customer information across multiple channels of access, including data stored and used within and outside contact
center applications. There are several reasons for (...)
Excerpt related to
contact management cm:
... consistently updated customer information across multiple channels of access, including data stored and
used within and outside contact center applications. ...
Published:
2010-03-11
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Abstract:
In today’s complex, ever-evolving marketplace, the need to integrate marketing processes and channels has never been more
apparent. Marketers are looking to maximize the value of each customer interaction, both inbound and outbound. Customer analytics
is a critical function in leading this change. Find (...)
Excerpt related to
contact management cm:
Contact Optimization for Direct Marketers. Source ... experience. Download <strong>Contact
Optimization for Direct Marketers</strong>. Comments: ...
Published:
2010-03-11
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Abstract:
What happens between the time customers begin to research a product and the final purchase? They’re likely to check out your—and
your competitors’—websites, retail stores, contact centers, and blogs. And each point of contact puts your company in a competitive
situation. That’s why the most imp (...)
Excerpt related to
contact management cm:
... They’re likely to check out your—and your competitors’—websites, retail stores, contact
centers, and blogs. And each point ...
Published:
2010-03-11
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Abstract:
This report aims to establish the areas of product functionality required by service industries such as advertising agencies
and identify a strategy vendors might take to improve the fit of their solutions to this market. Enterprise resource planning
(ERP) systems that address the needs of service industr (...)
Excerpt related to
contact management cm:
Market Landscape Report: Enterprise Software for Advertising and Marketing Services. Source: Technology Evaluation Centers.
Document ...
Published:
2011-08-02
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Abstract:
As your company grows and faces new challenges, you must continually evaluate whether your work processes and information
technology (IT) solutions can address these issues and help grow your business. Read here on how to perform a preliminary
gap analysis to determine whether you need to upgrade your IT (...)
Excerpt related to
contact management cm:
BRM System—Using Information to Enhance Supplier, Customer, and Employee Interactions. Source: Sage. Document Type: White
Paper ...
Published:
2011-02-11
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Abstract:
Choosing the Best CRM for Your Organization. IT Reports and Other Package to Use In Your System for Choosing the Best CRM.
It’s no secret that there is a bevy of deployment options available with most customer relationship management (CRM) solutions
today—ranging from customized to out-of-the-box. (...)
Excerpt related to
contact management cm:
Choosing the Best CRM for Your Organization. IT Reports and Other Package to Use In Your System for Choosing the Best CRM.
It’s no secret that ther...
Published:
2010-03-11
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Abstract:
When crafting an e-mail marketing campaign, a few guidelines should be followed in order to maximize its effectiveness. Believe
it or not, e-mail marketing is not only an art, but a science as well. Carefully balancing the needs of the audience, properly
communicating your inspiring message, and using th (...)
Excerpt related to
contact management cm:
The Art and Science of E-mail Marketing. Source: Listrak. Document Type: White Paper Description: When crafting an e-mail
marketing ...
Published:
2010-03-11
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Abstract:
Recent surveys have shown that 76 percent of respondents rated customer loyalty as extremely or very important to top management.
Many companies feel they exercise due diligence in this area, but as global competition increases and markets mature, they’ll
have to go that extra mile. To better measure c (...)
Excerpt related to
contact management cm:
... Type: White Paper Description: Recent surveys have shown that 76 percent of respondents rated customer
loyalty as extremely or very important to top management ...
Published:
2010-03-11
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Abstract:
Sage ERP Accpac 6.0 is TEC Certified for online evaluation of enterprise resource planning (ERP) solutions for services
in the ERP Evaluation Center. The certification seal is a valuable indicator for organizations relying on the integrity of
TEC research for assistance with their software selection pro (...)
Excerpt related to
contact management cm:
Sage ERP Accpac 6.0 for ERP for Services Certification Report. Source: Technology Evaluation Centers. Document Type: Certification
...
Published:
2011-11-24
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Abstract:
PropertyInfo, a provider of real estate information solutions, needed a unified view of its 20 different global customer
support centers in order to provide more consistent quality. A customer support solution enables the company to manage incident
information, automate service ticket processing, and giv (...)
Excerpt related to
contact management cm:
Case Study: How PropertyInfo Keeps in Touch with Customers. Source: PhaseWare. Document Type: Case Study Description: PropertyInfo
...
Published:
2010-03-11