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Fostering a Culture of Adaptability
Having the right IT infrastructure is critical to consistent growth and profitability for midsize companies. Sadly, many business applications don’t support

customer culture  a key production or customer service process from end to end. If you are a manufacturing or distribution company, you may want to migrate from using bar code scanners to radio frequency identification (RFID) readers in your warehouse, or from distributing maintenance instructions on paper to electronic displays. Building new lines of business Often an aggressive growth strategy requires building new lines of business, which means designing a business model, setting up a new division, developing services f Read More...
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 culture


Improving Customer Engagement with Social CRM
In a previous post I discussed how the social revolution impacted customer relationship management (CRM) and underlined that while processes designed to derive

customer culture  the social revolution impacted customer relationship management (CRM) and underlined that while processes designed to derive value in CRM remain valid, they are far from being sufficient in the context of social CRM (SCRM). Yet most organizations need structure to conduct their activities. As far as CRM is concerned, the social aspect has brought to the surface what already existed but had been dodged by businesses, for a long time—the pervasive opinions and attitudes of their customers. By widely Read More...
6 Key Elements-A Guide to Delivering a Consistent Outstanding Customer Experience in the Contact Centre and Beyond
Customers are the lifeblood of any business, and receiving quality customer service is a major factor in their purchasing decisions. There are six key elements

customer culture  Success Key #1 - Customer Culture is Crucial Key #2 - Empower and Support Contact Centre Agents Key #3 - Create a Single View of the Customer Key #4 - Customer Process Management Drives Efficiency Key #5 - Leverage the Internet with Care Key #6 - Apply Meaningful Metrics When applied together as a cohesive solution, these key elements enable an organisation to unlock the lifetime value of their customers and build an outstanding referral platform for future growth. Key #1 - Customer Culture is Crucial Read More...
Improving Customer Relationships: An Integrated Approach
It’s a simple idea: get a better understanding of your customers’ wants and needs, deliver on their expectations, and your revenue will increase. But more than

customer culture  end of the day, customer relationships are still all about people. Building a culture that is sensitive to customer needs will ensure that CRM systems are put to best use. “When most companies look at their customers, they see a transactional relationship—but they should see a strategic relationship.” Ben Ball, senior vp, Deschert-Hampe This challenge is clear even in companies that have achieved success in CRM. Five years after setting up a comprehensive CRM initiative at Kendall-Jackson, a US$77m Read More...
MAPICS: Will Customer Satisfaction be Enough?
MAPICS has consistently scored above average in the following customer-service & support benchmarks: reliability, quality of support, vendor stability, ease of

customer culture  come from MAPICS existing customer base, who will want to either replace an old MAPICS product or add new modules to an existing MAPICS XA installation (75% probability). Fig. 4 Vendor Recommendations Expanding into process manufacturing might appear as a logical surface recommendation. However, since its inception, MAPICS has focused on discrete manufacturing, and has not developed any internal process manufacturing expertise. Existing MAPICS resources and corporate culture do not make diversification a Read More...
A Customer Success Story: Real-time Remote Workforce Enablement
Cox Communications, a leading cable provider, needed to find a way to centralize the IT requirements of its customer support team. With over a hundred users

customer culture  Customer Success Story: Real-time Remote Workforce Enablement Cox Communications, a leading cable provider, needed to find a way to centralize the IT requirements of its customer support team. With over a hundred users, its challenge was to move from single desktop applications to a centralized server which would offer many concurrent instances of the application—and minimize the cost. By deploying a virtualization solution, Cox realized a return on investment (ROI) of 300 percent. Read More...
The Three Cs of Successful Positioning Part Four: The Customer
What's keeping your customer up at night? Know thy customers—and their problems.

customer culture  Positioning Part Four: The Customer The Three Cs of Successful Positioning Part Four: The Customer Featured Author - Lawson Abinanti - March 29, 2005 Introduction There is no easy, off-the-shelf way to uncover a strong positioning for your business-to-business (B2B) software or service. By definition, every positioning must be unique to be effective. But there is a cut-to-the-chase question that will get you right to the heart of it: What is my target audiences' most pressing problem? Answer that, and 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 culture  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...
Seven Steps to Building a High-Impact Learning Culture
Want to build a high-impact learning culture in your organization? This executive brief outlines the key steps in building an organizational culture that

customer culture  Steps to Building a High-Impact Learning Culture Want to build a high-impact learning culture in your organization? This executive brief outlines the key steps in building an organizational culture that nurtures learning and helps employees live up to their fullest potential. Read More...
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

customer culture  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 are phone, mail, Web, or field. The company can then use this data for specific business purposes, marketing, service, support or sales while concentrating on a customer centric approach rather than a product centric. Customer relationship management defines methodologies, Read More...
Customer Feedback Management
Years ago, I took a job as an interviewer because I thought it would be interesting to talk to different people to find out what they thought on a variety of

customer culture  a relationship between the customer and the company. Length: Even the most pleasant things can become annoying or irritating if they take too long. For surveys, it’s essential to get right to the point and get it completed as soon as possible. A customer leaving right in the middle of the survey is worse than a refusal to take the survey because the time spent with that customer is wasted and the information cannot be used at all. Also, people will not be very happy when a “short five minute Read More...
Customer One Solutions, Inc.
Customer One Solutions (COS) is a consulting firm specializing in the evaluation, selection and implementation of Customer Relationship Management (CRM) and

customer culture  One Solutions, Inc. Customer One Solutions (COS) is a consulting firm specializing in the evaluation, selection and implementation of Customer Relationship Management (CRM) and Business Process Management (BPM) solutions. COS has implemented CRM solutions at organizations that range in size from 45,000 worldwide employees to 12 local employees. Our areas of expertiese include Financial services, telecommunications, manufacturing and professional service organizations. We specialze in the needs of Read More...
A Lexicon for Customer Relationship Management Success
Despite technological advances, users are dissatisfied with customer relationship management (CRM) systems. Ambiguous terms do not provide the vocabulary for

customer culture  Lexicon for Customer Relationship Management Success User Dissatisfaction with Customer Relationship Management The customer relationship management (CRM) industry is approaching a ten year anniversary. Despite its longevity, there continues to be a pervasive sense of dissatisfaction within the end user community relative to CRM's perceived delivered value. There are three fundamental factors contributing to this: The industry fails to articulate a clear picture of the value it provides outside of the Read More...
SAP Customer Success Story


customer culture  Customer Success Story Read More...
Risks and Rewards of Customer-Focused Partnerships: Economist Report
In customer-focused partnerships in a global market, an economist intelligence unit survey report of 516 executives, you'll be introduced to the c...

customer culture  costs, and improve overall customer service. But as partnerships become more complex, the business risk is increased. In Customer-focused Partnerships in a Global Market , an Economist Intelligence Unit survey report of 516 executives, you'll be introduced to the challenges, risks, and rewards of creating close business ties. The report takes a critical look at the relationships you build and the negative or positive impact it can have on your overall business. Learn from the collective partnership Read More...

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