-
Abstract:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing
efforts. (...)
Excerpt related to
crm customer service performance:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious...
Published:
2007-12-07
-
Excerpt related to
crm customer service performance:
... to deliver the right level of customer service? Poor mid- to longer-term
planning decisions can impair the company’s daily performance, causing problems ...
Published:
2010-05-06
-
Abstract:
A CRM solution, to be successful, has to support cross-business processes and a number of operations within the business,
from Marketing to Service, including Sales. This integration of what, historically, has been treated as very separate parts
of the organization, provides the opportunity to rethink e (...)
Excerpt related to
crm customer service performance:
A CRM solution, to be successful, has to support cross-business processes and a number of operations within the business,
from Marketing to Servic...
Published:
2003-07-10
-
Abstract:
Outmoded measures are being used to develop marketing strategies and allocate resources. Existing go to market models often
fail to consider the customer's total experience, and provides little information for planning. The solution is to reorient
performance metrics to become value-driven. (...)
Excerpt related to
crm customer service performance:
Outmoded measures are being used to develop marketing strategies and allocate resources. Existing go to market models often
fail to consider the c...
Published:
2006-03-20
-
Abstract:
Back in the early 90’s, ‘CRM’ wasn’t even a trendy acronym. You had a few players thinking beyond 'stovepipe' enterprise
applications, but not much beyond. Fast forward to 2001. CRM has gotten fat, and the fatter it gets, it becomes more difficult
to understand, more expensive to buy, more dif (...)
Excerpt related to
crm customer service performance:
Back in the early 90’s, ‘CRM’ wasn’t even a trendy acronym. You had a few players thinking beyond 'stovepipe' enterprise
applications, but not mu...
Published:
2001-08-27
-
Abstract:
The new metrics of customer profitability, lifetime value, and wallet share are needed to supplement the traditional metrics
of market share and penetration. Typical functional components of marketing automation include customer data cleansing and
analysis tools, and campaign management systems. (...)
Excerpt related to
crm customer service performance:
The new metrics of customer profitability, lifetime value, and wallet share are needed to supplement the traditional metrics
of market share and p...
Published:
2005-08-16
-
Excerpt related to
crm customer service performance:
... Yet, many service businesses still provide nothing more than lip service
to customer satisfaction and customer relationship management (CRM). ...
Published:
2010-04-01
-
Abstract:
For many reasons, SAS's alliance with Amdocs and partnership with Aprimo might be some of a few vendor partnerships where
customers and the vendors benefit. (...)
Excerpt related to
crm customer service performance:
For many reasons, SAS's alliance with Amdocs and partnership with Aprimo might be some of a few vendor partnerships where
customers and the vendor...
Published:
2005-08-12
-
Abstract:
Customer relationship management is a sophisticated set of customer-facing tools; however, its technology has outpaced the
management strategy used to implement it. Moreover, murky definitions and objectives have caused varying degrees of success
and failure to emerge from the same initiative. Clearly de (...)
Excerpt related to
crm customer service performance:
Customer relationship management is a sophisticated set of customer-facing tools; however, its technology has outpaced the
management strategy use...
Published:
2004-10-21
-
Abstract:
Product lifecycle management (PLM) is set to transition to an on-demand model. On-demand models are quicker and cheaper to
deploy, but software providers must gain user enterprises' trust before on-demand PLM really takes off. (...)
Excerpt related to
crm customer service performance:
Product lifecycle management (PLM) is set to transition to an on-demand model. On-demand models are quicker and cheaper to
deploy, but software pr...
Published:
2006-03-06
-
Abstract:
Providers of complex products, systems, and services should view quote-to-order (Q2O) systems as enablers that can improve
competitive advantage. At the same time, users should remember that Q2O solutions are not necessarily advantageous for all
manufacturing departments or businesses. (...)
Excerpt related to
crm customer service performance:
Providers of complex products, systems, and services should view quote-to-order (Q2O) systems as enablers that can improve
competitive advantage. ...
Published:
2007-11-26
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Abstract:
To ensure a positive customer experience, companies must first learn what their customer values, and then determine how they
are measuring up to those values. Obtaining and taking action on customer feedback is what customer experience management
is all about. (...)
Excerpt related to
crm customer service performance:
To ensure a positive customer experience, companies must first learn what their customer values, and then determine how they
are measuring up to t...
Published:
2007-02-28
-
Abstract:
In today's software frenzy and with the increasing demand for applications that provide maximum return on investment, many
companies have failed to focus on subjects like reliability, downtime, and scalability. Since 1991, Touchtone Corporation
has devoted its efforts to developing and maintaining a clie (...)
Excerpt related to
crm customer service performance:
In today's software frenzy and with the increasing demand for applications that provide maximum return on investment,
many companies have failed t...
Published:
2004-06-15
-
Abstract:
Surado Solutions aims to provide a complete customer relationship management suite. We'll analyze Surado CRM 5.0 from the
perspectives of core functionality, its distinguishing factors, and the challenges users may face when considering the Surado
solution. (...)
Excerpt related to
crm customer service performance:
Surado Solutions aims to provide a complete customer relationship management suite. We'll analyze Surado CRM 5.0 from
the perspectives of core fun...
Published:
2006-08-17
-
Abstract:
To maximize the return on investment of a customer relationship management system, a new CRM best practices model should
be used. A point-based system, self-assessment model that emphasizes senior management leadership and the need to create a
culture consistent with CRM can lead to a deployment strategy (...)
Excerpt related to
crm customer service performance:
To maximize the return on investment of a customer relationship management system, a new CRM best practices model should be
used. A point-based sy...
Published:
2004-10-22
-
Abstract:
Amdocs recently announced a complete revamp of its marketing philosophy and its offering to its customers, which it believes
to be the most important shift since the company's initial public offering in 1998. (...)
Excerpt related to
crm customer service performance:
Amdocs recently announced a complete revamp of its marketing philosophy and its offering to its customers, which it believes
to be the most import...
Published:
2005-08-04
-
Abstract:
Major vendors are noting the growing demand for software as a service. However, smaller providers are forging new ground
by offering services for inventory and collaborative planning. (...)
Excerpt related to
crm customer service performance:
Major vendors are noting the growing demand for software as a service. However, smaller providers are forging new ground by
offering services for ...
Published:
2006-03-16
-
Abstract:
Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric business strategy that is enabled
by a set of applications that support customer-facing functions and management decision making. That may capture the essence
of what CRM is, but it does not begin to capture why (...)
Excerpt related to
crm customer service performance:
Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric business strategy that is enabled
by a set of applic...
Published:
2004-11-08
-
Abstract:
Developing the competitive edge involves information gathering and communicating. Using a continuous feedback loop that incorporates
sales, service, and customer satisfaction, will help you realize the benefits of a CRM system. (...)
Excerpt related to
crm customer service performance:
Developing the competitive edge involves information gathering and communicating. Using a continuous feedback loop that incorporates
sales, servic...
Published:
2005-02-16
-
Abstract:
Hosted CRM solution can be the key of your success.Easy to read free whitepapers. How can you get the most out of a customer
relationship management (CRM) solution while reducing operating costs and increasing overall profitability? By purchasing
a hosted CRM solution that’ll provide the benefits of an (...)
Excerpt related to
crm customer service performance:
... Service and Support: Enables businesses to provide prompt customer
service, accurate product support, call-center service and proactive ...
On-Premise CRM. ...
Published:
2010-03-11