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Customer Relationship Management (CRM)
Customer relationship management (CRM) focuses on the retention of customers by collecting all data from every interaction, every customer makes with a company from all access points whether they a...
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Documents related to » customer behaviour


Telecom Re-invention: Optimizing the Online Customer Experience
As networks, devices, and media converge, telecom companies have increasingly complex catalogs of products and services on offer to customers who are, in turn

customer behaviour  capacity to meet ever-increasing customer demands whilst still delivering on shareholder expectations. Telcos face a number of complex dilemmas, including: Traditional or new services : revenues from voice are falling, and data is typically offered in all-you-can-eat tariffs. Operators must develop broader catalogues and be full service providers. New entrants or new partners : IT players such as Apple and Google are shifting the revenue share balance of power. Operators need to be flexible, innovative Read More
The Collaboration Advantage: Customer-focused Partnerships in a Global Market
Survey data shows that companies want to improve their strategic business partnerships. Reflecting on lessons learned from past business relationships, 60

customer behaviour  leak out, or vital customer data may end up in the hands of a competitor. A network of business partnerships is highly complex, requiring an alignment of objectives among companies. Corporate cultures may be very different, as partners are likely to be located in several parts of the world. All of these issues serve to undermine the success of collaborative partnerships. One way of overcoming these challenges is to make full use of a wide range of technological tools designed to enable companies to get Read More
How to Unbalance Your Scorecard to Better Measure Business Performance
The Balanced Scorecard is one of the most popular methodologies for measuring business performance, with a view to enhancing it. First made popular in the early

customer behaviour  Customer. Different measures of customer satisfaction and customer experience will generally lead to customer gain and retention. The Business Process. An efficient organization measures how well internal business processes are performing and ascertains whether these processes lead to customer satisfaction, market gain, and even supply efficiency. The Learning and Growth. This aspect is about improvements to both corporate culture and individual employee practices. How these four perspectives combine is Read More
Omnivex Corporation
Since 1991, Omnivex has been helping transform the way businesses interact with their audiences by empowering them to deliver targeted visual messaging, using a

customer behaviour  employee productivity, and improve customer loyalty. It is a single solution that works across all industries and all departments.. Read More
Product Configurators Pave the Way for Mass Customization
''Mass customization'' is the buzzword of the current decade. Customers demand products with lower prices, higher quality and faster delivery; yet they also want

customer behaviour  combined. That is, given customer requirements and built-in product descriptions, the configurator will first search from all possible product options and combinations within the restrictions imposed by design constraints, and then generate a valid product configuration exactly matching the customer''s specific needs. An engineer-to-order type of configuration is an extension of this such that, each component type is also associated with a pre-defined set of parameters, where each parameter has a Read More
Is Your Customer Strategy Aligned with Customer Experience
As product differentiations blur, companies are increasingly turning to create customer-centric organizational behavior to establish experience-based

customer behaviour  Your Customer Strategy Aligned with Customer Experience As product differentiations blur, companies are increasingly turning to create customer-centric organizational behavior to establish experience-based differentiation (EBD) and remain competitive. This creates unique challenges while implementing a customer relationship management (CRM) strategy in multidepartment organizations with numerous customer touch points. This white paper aims to enable CRM strategy. Read More
Integrating Customer Relationship Management and Service Resolution Management
The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies

customer behaviour  Customer Relationship Management and Service Resolution Management A customer relationship management (CRM) system that accommodates complex customer-facing processes requires four key factors to give the system a competitive advantage. The first key factor lies in the application''s ability to develop a complete customer profile that supports multiple business units and products. Service organizations need a wide range of customer data, including demographics, financial status, and current and Read More
Providing the Total Customer Experience with IBM Predictive Customer Intelligence


customer behaviour  the Total Customer Experience with IBM Predictive Customer Intelligence Read More
Lessons from the Leading Edge of Customer Experience Management
Companies can no longer afford to wait for the perfect data or technology or process to present itself before making customer experience management a strategic

customer behaviour  the Leading Edge of Customer Experience Management Companies can no longer afford to wait for the perfect data or technology or process to present itself before making customer experience management a strategic priority. Customer experience efforts need enterprise-wide visibility and focus to last. Here are six lessons from leading-edge companies—learn what they’re doing right. Read More
Five Ways to Positively Impact Customer Retention and Business Operations
Maintaining strong business performance and retaining loyal customers requires continual vigilance and assessment. Establishing metrics that focus on value

customer behaviour  Ways to Positively Impact Customer Retention and Business Operations Leading customer-focused companies view every customer interaction as an opportunity to make a new offer, improve retention, increase revenue, build loyalty, or strengthen their brand. Infor CRM Epiphany helps companies optimize customer relationships by integrating marketing, sales, and service. By providing a full 360-degree view of customers, the system enables a consistent and continuous customer dialogue based on real-time Read More
Build and Manage Strong Customer Relationships
Managing customer relationships is a challenging but vital part of running a business. Organizations have to acquire new customers to grow revenue and

customer behaviour  and Manage Strong Customer Relationships Managing customer relationships is a challenging but vital part of running a business. Organizations have to acquire new customers to grow revenue and satisfactorily service existing customers to ensure loyalty and future business. A good business management solution has customer relationship management (CRM) functionality integrates with the entire range of your processes and provides a full view of customer data. Read More
A Customer Relationship Management Solution Aims To Cover all the Bases
Surado Solutions aims to provide a complete customer relationship management suite. We''ll analyze Surado CRM 5.0 from the perspectives of core functionality

customer behaviour  Customer Relationship Management Solution Aims To Cover all the Bases Company Information Surado Solutions Inc ., founded in 1995, is a privately held company based in Riverside, California (US), and offers a suite of customer relationship management (CRM) solutions. Surado aims to provide a complete CRM suite, rather than a modularized solution targeted towards departmental delivery. Its goal is to build full-featured, integrated, and multifaceted systems, as well as out-of-the-box solutions. The vendor Read More
Customer-oriented Banking and Account Origination
A decline in customer loyalty has put a great deal of pressure on financial institutions of late. Thus, as banks tailor products and services to meet customer

customer behaviour  Origination A decline in customer loyalty has put a great deal of pressure on financial institutions of late. Thus, as banks tailor products and services to meet customer demands, they must also boost revenue. That’s why it’s essential to target your most profitable customers with real-time insight that helps you drive revenue, increase profitability, and build long-term relationships with those customers. Read More
Customer Relationship Management for IT Professionals
What makes a strong supplier/customer relationship? The bottom line is trust. However, trust needs to be earned through a series of conversations and

customer behaviour  Management for IT Professionals Customer Relationship Management for IT Professionals J. Dowling - January 17, 2001 Introduction A satisfying relationship between IT and line of business is maintained through ongoing dialogue that is meaningful to both parties. The discipline of Conversations for Alignment, a title for a simple technique for making and managing commitments, enables such a dialogue. My consulting group and I have done a good deal of research into what makes a strong supplier/customer Read More

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