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Scale without Fail: How to Meet and Exceed Customer Expectations in the Telecom Industry
A global telecommunications provider was mired in a hardware-centric architecture for its network applications. Even with a sizeable computing infrastructure

customer expectations  to Meet and Exceed Customer Expectations in the Telecom Industry A global telecommunications provider was mired in a hardware-centric architecture for its network applications. Even with a sizeable computing infrastructure investment, failure of server components was inevitable, and application failover schemes were risky. The provider needed a more cost-effective way to scale its operational support system (OSS) applications—without sacrificing dependability. 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 expectations


Experiencing the Customer Experience: Listening to, Learning from, and Acting on the Voice of the Customer
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

customer expectations  the Customer Experience: Listening to, Learning from, and Acting on the Voice of the Customer There's a new three-letter acronym making the rounds out there—and it's already getting on my nerves. The acronym? CEM. The term? Customer experience management . To be sure, the underlying idea is attractive. There is certainly value in a positive customer experience, and it's worth exploring the many ways in which one might design, optimize, and support this practice. Who's against giving Read More
How to Measure Customer Satisfaction
Organizations often rely on surveys and questionnaires to determine customer satisfaction ratings, but such methods merely offer a perceived customer rating

customer expectations  will be negative, meaning customer expectations have been exceeded. If the actual defect density is the same as the accepted defect density, then this metric will be zero—customer expectations have been fully met. If the actual defect density is more than the accepted defect density, then this metric will be positive, and it means customer expectations have not been fully met. Delivery Schedule Rating Nothing is more frustrating than not receiving a delivery on an agreed-upon day. This frustration may Read More
KPI-driven Supply Chains: How to Master Complexity, Optimize Inventories, and Meet Rising Customer Expectations
In today’s competitive markets, manufacturers and distributors are challenged to achieve supply chain efficiencies that are on par with their rivals. To stay

customer expectations  Inventories, and Meet Rising Customer Expectations In today’s competitive markets, manufacturers and distributors are challenged to achieve supply chain efficiencies that are on par with their rivals. To stay profitable, they must adopt key performance indicators (KPIs) to drive processes. But KPI-driven supply chain execution requires manufacturers and distributors to instrument, analyze, control, and optimize their end-to-end supply chain processes. Find out more. Read More
SAP Lowers Revenue Expectations
Business applications vendor PeopleSoft took aim at the customer relationship management (CRM) market on October 11 as it announced plans to buy Vantive, a

customer expectations  Lowers Revenue Expectations Event Summary Enterprise resource planning vendor SAP announced on October 13 that it anticipates its 1999 revenues to be lower than initially expected. Following an analysis of third-quarter results, to be announced next week, SAP's board of directors said it abandoned expectations of a 20% to 25% increase in revenue and improved pretax profit margin of up to 1 percentage point. SAP's board said it is still hopeful the company can achieve revenue growth of between 15% and 20 Read More
Defining the Value of Customer Loyalty
What does customer relationship management (CRM) mean to you? What is its value? Thousands of companies have ventured down the CRM path@many successfully, and

customer expectations  the Value of Customer Loyalty What does customer relationship management (CRM) mean to you? What is its value? Thousands of companies have ventured down the CRM path—many successfully, and others not. The reason may lie in the fact that CRM is sometimes viewed incorrectly, or may in fact be misunderstood. We provide some insights about the value of CRM in defining customers, increasing customer loyalty, and increasing your profits. 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 expectations  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
Flexible Customer Data Integration Solution Adapts to Your Business Needs
Siperian's master data management and customer data integration (CDI) solutions allow organizations to consolidate, manage, and customize customer-related data.

customer expectations  Customer Data Integration Solution Adapts to Your Business Needs Customer data integration (CDI) has become one of the buzzwords within the master data management (MDM) industry. Although the concept of creating a single organizational view of the customer is noble and desirable, its value should also be justified by organizations. To implement a customer data hub that only creates a centralized view of an organization's customer-related data does not affect a company's bottom line, unless 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 expectations  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
Service: Reduce Cost While Maintaining Customer Satisfaction
Maximizing profit by providing top-quality service at minimum cost is no longer optional – it’s imperative. Reducing the cost of service while keeping customers

customer expectations  Reduce Cost While Maintaining Customer Satisfaction Maximizing profit by providing top-quality service at minimum cost is no longer optional – it’s imperative. Reducing the cost of service while keeping customers happy is the primary objective of customer service organizations. Customer relationship management (CRM) applications help you streamline customer service processes and reduce cost, enabling you to keep your customers happy and grow your business. Find out how. Read More
Customer Chemistry


customer expectations  Chemistry Read More
Building a Customer-centric Enterprise Knowledge Base for Improved Customer Support
Within an organization, knowledge bases (KBs) of known product issues and their resolutions are typically created and managed by customer support teams. Their

customer expectations  Knowledge Base for Improved Customer Support Within an organization, knowledge bases (KBs) of known product issues and their resolutions are typically created and managed by customer support teams. Their obvious use is to maintain different types of methods for addressing various client issues. KBs thus become an important tool in an organization’s armamentarium used for supporting its customers. But clients are unable to access these resources directly—rather they need to go through a customer Read More
Best-in-class Marketers Drive Enhanced Customer Loyalty
The path to a complete view of the customer lies not in eliminating data sources but in integrating them and providing access that is easy to navigate and

customer expectations  in-class Marketers Drive Enhanced Customer Loyalty The path to a complete view of the customer lies not in eliminating data sources but in integrating them and providing access that is easy to navigate and always available. This report explores how top-performing companies are capturing, integrating, managing, measuring, and acting on valuable customer data throughout the entire customer lifecycle, to maximize customer loyalty and achieve best-in-class bottom-line results. Read More
Customer Centricity: The Devil Lies in the Details
The purpose of this white paper is to help readers understand the importance of customer-centricity in today's highly competitive and constantly evolving

customer expectations  Centricity: The Devil Lies in the Details The purpose of this white paper is to help readers understand the importance of customer-centricity in today's highly competitive and constantly evolving business landscape. Its aim is to remove misconceptions and guide you to achieve true customer-centricity. Read More

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