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From Sentiment to Insight-How Social Networking Can Support Engaged, Customer-Centric Retailing
The advent of social networking sites can help shed light into the dynamics of customer demand. Retailers can choose to tap into consumer sentiment as expressed

customer insight  into the dynamics of customer demand. Retailers can choose to tap into consumer sentiment as expressed on social media networks and get personal with the right customers through the use of sophisticated technology to turn “unstructured” sentiment into usable data that can then be meshed with other internal information to create business insights. Find out how. Read More
PPM for Internal Departments
A business practice that assists organizations to align their portfolio of projects with their business strategy. Typically IT departments employ an IT governance framework to ensure that their PPM...
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Documents related to » customer insight


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 insight  about much more than customer contact data and order fulfilment. At Waters, for example, sales representatives have insight into everything that happens in their territories, even if it does not specifically include their product. Does the customer’s equipment require maintenance? Is there a billing issue? “All that stuff is useful for the sales team,” says Mr Payoux, “because it’s all about integrating the business. You get a full picture of what’s in the pipeline.” Tie metrics to Read More
Deltek Insight 2013-Discovering More
Celebrating 30 years of delivering purpose built solutions for professional services organizations, this year’s Deltek user conference, Deltek Insight 2013, was

customer insight  won the Achievement in Customer Excellence (ACE) award for the 6th year in a row and its support organization is TSIA certified. Discovering and Doing More With Deltek Products Deltek Insight gave attendees, including myself, a great opportunity to discover and learn more about Deltek’s products throughout the entire event. Unlike other large vendor conferences, Deltek’s Insight event doesn’t have the feeling of being a high pressure sales event for Deltek and the conference sponsors. The Deltek Read More
The Bottom Line on Bad Customer Data
You can blame your sales people all you want, but if the lead data is bad, they’re not going to bring in business. You can blame your product managers for

customer insight  Bottom Line on Bad Customer Data that delivers detailed advice from Jill Dyche, partner and co-founder of Baseline Consulting, about what you can do to address the impact of bad data on your company. The report gives you insight into how bad data is impacting your company and what you can do about it. How to identify where the bad data is and quantify its impact, and different approaches to determine the sources and causes of bad data are all offered in this paper. 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

customer insight  development of a successful customer experience. Companies of all sizes can seize this opportunity, just as Benjamin Studios did, if they remember these points when involving customers in the design of the experience. First, ask and you shall receive. You will be surprised at how much insight current and prospective customers are willing to give you if they believe it will benefit them. Your job is to convince them that it will, and then deliver on that promise. Secondly, have the guts to follow your Read More
Customer Relationship Management (CRM)
When talking about relationship management in the context of software solutions, most people think of customer relationship management (CRM). However

customer insight  most people think of customer relationship management (CRM). However, relationships also exist between companies and their vendors, companies and their customers, vendors and their suppliers, employees, different departments of the same company, and so on. The Relationship Management Evaluation Center concentrates on CRM and supplier relationship management (SRM), as software and information and communication technology (ICT) play a major role in facilitating effective relationship management among all Read More
The Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010
This paper evaluates various service software solutions for customer service and business process professionals to create differentiated customer experiences

customer insight  Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010 This paper evaluates various service software solutions for customer service and business process professionals to create differentiated customer experiences and build stronger buyer loyalty. Customers are increasingly online, want self-service options, and demand real-time responses. Also, social media has grown to be an important new channel for interacting with customers and engaging in innovative ways. Read More
Applying the Power of Social Networks to Customer Relationship Management (CRM)
Customer relationship management (CRM) is rapidly morphing from a customer management model to one of customer engagement. Social networks, podcasts, blogs, and

customer insight  of Social Networks to Customer Relationship Management (CRM) 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 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

customer insight  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 Read More
Voice of the Customer Analytics
Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of

customer insight  of the Customer Analytics Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of business objectives, then act upon it to drive change. These solutions can provide an organization with critical data for rapid, targeted decision making, by analyzing and combining customer data from both direct (speech analytics, chat, e-mail) and indirect sources (social media) to gain a holistic view of the customer Read More
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 insight  Customer Engagement with Social CRM In a  previous pos t I discussed how 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 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 insight  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 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

customer insight  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. Read More
Making Customer Experiences a Reality-Five Steps from Vision to Execution
Successful customer experiences change the competitive landscape by separating your company from the competition. Industry wisdom thus has companies focusing on

customer insight  Customer Experiences a Reality-Five Steps from Vision to Execution Successful customer experiences change the competitive landscape by separating your company from the competition. Industry wisdom thus has companies focusing on increasing transaction efficiency. However, by executing a customer-centric strategy—with a clear process enforced along every channel of customer interaction—you will tap into the emotions and aspirations of your customers, creating a personal and long-standing 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 insight  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

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