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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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 customer expectations


How to Exceed Customer Expectations While Reducing Costs: Exploring the Use of Proactive Notifications
Information and data are ever present. So how can you harvest this data to your advantage to provide exceptional customer service and beat the high expectations

customer expectations  to Exceed Customer Expectations While Reducing Costs: Exploring the Use of Proactive Notifications Information and data are ever present. So how can you harvest this data to your advantage to provide exceptional customer service and beat the high expectations that are set as a result of our own consumer lives? Proactive notifications allow companies not only to have a competitive edge through better customer service, but also create greater efficiencies within their organization.

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

Customer Care and Billing (CC&B)

Customer care and billing (CC&B) solutions typically support providers of utilities, telephony, cable, or other services providing companies. CC&B software includes functionality for mediation, provisioning, rating, reporting, financial systems, and billing for voice, data, content, and utility services. 

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Documents related to » customer expectations

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 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.

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

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. Obtaining a realistic measure of customer satisfaction involves computing a metric based on a composite customer satisfaction rating system.

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

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. Obtaining and taking action on customer feedback is what customer experience management is all about.

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

Good Customer Service Is Simple


Outstanding customer service is a competitive advantage. Most companies salute good customer service as a key objective. But in its simplest form, what is good customer service? Olin Thompson lays down some basic requirements for businesses and explains the role of business processes in supporting good customer service.

customer expectations  an example where exceeding customer expectations had no impact and even some negative impact. A chemical company decided that quality was very important. They therefore tightened their specifications for certain products. But these products were used by many customers, and those customers had engineered their production processes around the original specifications. For many, the tighter specifications were meaningless. As long as the product met the original standards, their production processes 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 commitments that have been met.

customer expectations  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

Rent.com Selects KANA Cloud Offering for Customer Service


The announcement that KANA Express, a cloud customer service offering, was selected by Rent.com for improved customer engagement was one of more important announcements preceding the recently held KANA Connections 2012 user conference in Las Vegas, where about 180 attendees were able to hear more about the importance of consistent customer experience via multiple channels of communication

customer expectations  KANA Cloud Offering for Customer Service The announcement that KANA Express, a cloud customer service offering, was selected by Rent.com for improved customer engagement was one of more important announcements preceding the recently held KANA Connections 2012 user conference in Las Vegas, where about 180 attendees were able to hear more about the importance of consistent customer experience via multiple channels of communication. The importance of this news is that KANA Software is now winning customers Read More

I Love Customers—How Customer-centricity Drives Bottom Line Benefits


More choices. More flexibility. Fewer hassles. The core tenets of fostering a relationship between the customer and your brand have not changed. It’s all about the experience. Whether ordering a soda at the drug store counter in 1944 or buying a soda from an interactive vending machine in 2014, the experience is what keeps customers coming back for more.

customer expectations  a relationship between the customer and your brand have not changed. It’s all about the experience. Whether ordering a soda at the drug store counter in 1944 or buying a soda from an interactive vending machine in 2014, the experience is what keeps customers coming back for more. Read More

Applying the Power of Social Networks to Customer Relationship Management


Customer relationship management (CRM) is rapidly morphing from a customer management model to one of customer engagement. Social networks, podcasts, blogs, and wikis are enabling customers to become advocates, and not simply the targets they were in the traditional CRM process. The same techniques are also being used within the CRM industry itself to create a content-rich, social media environment for CRM professionals. Find out what these sweeping changes mean to businesses and CRM professionals alike, as TEC's director of research Wayne Thompson sits down with Paul Greenberg and Bruce Culbert of BPT Partners, a leading CRM consulting firm.

customer expectations  of Social Networks to Customer Relationship Management The era of managing your customer with a traditional customer relationship management (CRM) process is rapidly coming to an end. CRM is undergoing a revolutionary transformation, changing from a customer management model to one of customer engagement, and Web 2.0 technology is at the heart of this change. Social networks, podcasts, blogs, and wikis are enabling customers to become advocates rather than simply targets, giving them the means to express Read More

Customer Relationship Management: Evolution, Not Revolution


Customer relationship management (CRM) can be a tool for positive change in businesses' operations. Or CRM can—unintentionally—cause a host of problems, from lost employee time to lost customer data. But with the right information, implementing CRM allows evolution without the upset of revolution.

customer expectations  Revolution Choosing a new customer relationship management (CRM) solution can be onerous for anyone saddled with this task. But the process of choosing a solution doesn't have to be time-consuming and tedious. Nor should it cause major upheaval in an enterprise's operations, creating significant inconvenience for users. The last thing any manager wants is apathy—or even mutiny—from disgruntled employees “forced” to use an application that doesn't suit their needs or that is too complex to be adopt Read More

Social Customer Suite


Lithium’s Social Customer Suite powers customer experiences, helping companies to build brand nations and online communities of customers.  

customer expectations  Customer Suite Lithium’s Social Customer Suite powers customer experiences, helping companies to build brand nations and online communities of customers. Read More

Customer Care & Billing RFI/RFP Template


General Requirements, Mediation, Provisioning, Sales and Marketing, Customer Billing, Customer Care, Packages and Promotions, Accounts Receivable, Financial Systems, Enterprise Data Warehouse, Reporting, Telephony Products and Services, Utility Products and Services, CATV Products and Services, IP Products and Services, EBPP Services, Technical Requirements

customer expectations  Billing RFI/RFP Template The Customer Care & Billing RFI/RFP Template lists and describes 2473 features and functions found in Customer Care & Billing software solutions. This Customer Care and Billing (CC&B) Template can help you save time, control costs, and communicate clearly with vendors at nearly every stage of your Customer Care & Billing software selection projects. Features and functions included in this Customer Care and Billing (CC&B) Template: General Requirements Mediation Provisioning Sales Read More

Delivering Superior Customer Value in Insurance


Effective management of customer data is a critical success factor for insurers. To provide products and service that stand out from the crowd, insurers need a 360-degree view of each customer that covers his or her entire experience with the company. Read this white paper on how information technology that supports tightly integrated, end-to-end business processes can increase insurer responsiveness and customer loyalty.

customer expectations  Superior Customer Value in Insurance Effective management of customer data is a critical success factor for insurers. To provide products and service that stand out from the crowd, insurers need a 360-degree view of each customer that covers his or her entire experience with the company. Read this white paper on how information technology that supports tightly integrated, end-to-end business processes can increase insurer responsiveness and customer loyalty. 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 maker of CRM software. The stock-for-stock deal, valued at $433 million, gives PeopleSoft a comprehensive electronic-business solution designed to help companies attract, serve, retain, and analyze their customers, a PeopleSoft spokesman said.

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 Read More

10 Facts about Intelligent Virtual Assistants and How They Improve the Customer Experience


Have you ever thought about what goes into designing and optimizing an intelligent virtual assistant? Or how an avatar can create an even better customer experience? Read this guide to uncover the mysteries of virtual assistant design and selection, and get insight into the latest research on the best interactive models and how to use virtual assistants to drive online sales, service, and product education.

customer expectations  How They Improve the Customer Experience Have you ever thought about what goes into designing and optimizing an intelligent virtual assistant? Or how an avatar can create an even better customer experience? Read this guide to uncover the mysteries of virtual assistant design and selection, and get insight into the latest research on the best interactive models and how to use virtual assistants to drive online sales, service, and product education. Read More