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Salesforce.com Wants to Help You Transition to a Customer Company
Coincidentally or not, my industry analyst career started at about the same time that salesforce.com was founded, back in 1999. And boy, has the vocal cloud
Other pieces of the customer revolution are as follows: Mobile revolution: Touch-based and location aware apps are enabling companies to reach customers in many new ways almost anywhere—1.7 billion touch devices were shipped in 2012. Big data revolution: Provides new ways to gain insights about customers by collecting customer, product, and usage data—there will be 450 billion business transactions per day by 2020, according to IDC . Social revolution: Gives companies new ways to connect with and
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, Repo...
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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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Automated Enterprise: Many High-ROI Opportunities
An automated data center promises to self-configure, self-optimize, and self-protect. When looking to implement an automated data center, one must consider best
to system unavailability or customer dissatisfaction. These costs can be broken down by type of cyber security incident, including internal and external attacks. It's important to understand the typical total cost of each type of successful attack to fully understand the financial benefits of mitigating them. Security Threats and Estimated Impacts Typical Impact per Incident (USD) Virus $24,000 Denial of service $122,000 Physical theft or destruction $15,000 Data destruction $350,000 Theft of proprietary
Rapidly Consolidating Enterprise Applications Market: The Worlds of 'Organic Growers' and 'Aggressive Consolidators'
What types of vendors' approaches to the mid-market have emerged from the wave of mergers and consolidations and what characteristics ultimately distinguish the
who's who in ERP, customer relationship management (CRM), and supply chain management (SCM) vendors Baan , Infinium , EXE Technologies, Marcam Corporation , Computer Associates' (CA) interBiz and most recently Epiphany have lost their identities (albeit not necessarily their functional characteristics) under SSA Global (see SSA GT to EXE-cute [Yet] Another Acquisition and The Name and Ownership Change Roulette Wheel for Marcam Stops at SSA Global ), while the same happened to JBA International and
Madness? Mergers, Acquisitions, and Divestitures
One of the riskiest moves company stakeholders can make is to acquire and merge with another company or to divest themselves of company assets. Despite the best
to achieve expected revenues. Customer Loss One of the top priorities in a merger is determining which customers are profitable and creating a plan to retain them. Surprisingly, the failure to successfully transition customers to the newly merged entity is a common postmerger story. This failure can happen for many reasons, such as lack of consistent CRM processes, product duplicates, a changed product portfolio, loss of a trusted sales team, and inconsistent pricing, maintenance, and support. Employee
Taming the SOA Beast - Part 2
Part 1 of this blog topic introduced the notion of how complex and tricky it can be to manage and govern enterprise applications' service oriented architecture
its own substantial SOA customer base . This is a huge opportunity for Progress, which it did not have prior to this partnership. What are your thoughts in this regard, and your experiences with the SOA management solutions like Progress Actional/Mindreef and Oracle/BEA? Again, your comments, thoughts, suggestions or individual experiences with SOA governance and testing tools are more than welcome.
Creating the Single Customer View
With today’s strategic focus on data, a significant challenge facing companies is the ability to use data to create a single customer view (SCV). An SCV means
the Single Customer View With today’s strategic focus on data, a significant challenge facing companies is the ability to use data to create a single customer view (SCV). An SCV means that a company has a accurate and complete view of their customers across all applications, databases, and customer touch points. The financial, operational, customer satisfaction, and regulatory effects of unreliable SCVs are overwhelming.
Deploying Customer Relationship Management Effectively: Beyond Implementation
A customer relationship management (CRM) solution is now a standard business requirement. With origins as a system for sales teams, CRM has clearly evolved into
Customer Relationship Management Effectively: Beyond Implementation Deploying Customer Relationship Management Effectively: Beyond Implementation If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. Microsoft Dynamics is a line of integrated, adaptable business management solutions that automate and streamline financial, customer relationship, and supply chain processes in a way that helps you drive business success. Source :
Customer Data Integration: A Primer
Customer data integration (CDI) involves consolidation of customer information for a centralized view of the customer experience. Implementing CDI within a
2006 Introduction Implementing a customer data management system can be the difference between success and failure in terms of leveraging an organization's customer relationship management (CRM) system. Since customers drive profitability, organizations need a way to provide their employees with a single view of the customer and to provide that customer with above-average customer service. Unfortunately, this is not always the case. Disparate applications such as billing and call center systems do not
Laying the Foundation for Customer Data Integration
For increased revenues and improved profitability, customer data integration (CDI) should be a vital part of your business processes. CDI, unlike customer
the Foundation for Customer Data Integration For increased revenues and improved profitability, customer data integration (CDI) should be a vital part of your business processes. CDI, unlike customer relationship management (CRM), can deliver a valuable single view of a customer, without necessitating yet another complex system needing vast technical and organizational effort. Learn about CDI’s core capabilities, and which style of CDI is your best match.
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...
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
The Customer as a Strategic Asset
Ask 500 CEOs to define the word “customer,” and you’ll come up with 500 different answers—with a few common denominators. It turns out these denominators are
Customer as a Strategic Asset Ask 500 CEOs to define the word “customer,” and you’ll come up with 500 different answers—with a few common denominators. It turns out these denominators are the same ones used to describe an organization’s long-term strategic assets. Yet for many organizations, customers aren’t considered assets at all; and yet they’re expected to constitute the lifeblood of the business itself.
Dell Unveils Internet-Enabled Customer Support Strategy
Dell Computer announced its plans to provide Internet-based, automated customer support.
Unveils Internet-Enabled Customer Support Strategy Dell Unveils Internet-Enabled Customer Support Strategy R.A. Krause - September 3rd, 1999 Event Summary On August 25th, Dell Computer Corporation said it will provide, over the Internet, advanced customer support capabilities that will eventually help all Dell systems detect, diagnose and resolve most of their own problems automatically without human interaction. Market Impact Dell is getting in early on the overall electronic support marketplace,
The Intelligent Customer Experience Life Cycle
Whether you’re a manufacturer, vendor, or customer service company, the increasing pressure to make sales and decrease service costs affects you. The key to its
Intelligent Customer Experience Life Cycle Whether you’re a manufacturer, vendor, or customer service company, the increasing pressure to make sales and decrease service costs affects you. The key to its success is to look at your customer experiences as repeatable life cycles. Instead of viewing sales and service as independent challenges—solved by using disconnected software packages—an integrated solution that accelerates the total life cycle may be the answer.
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