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Social CRM: Customer Relationship Management in the Age of the Socially-empowered Customer
Most of your customers and prospects expect you to be involved in social media@and they’ll be more likely to do business with you if you are. So how do you
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Customer Care & Billing RFI/RFP Template
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Customer Relationship Management Strategies Part Two: Creating Your Strategy
CRM system can increase your profits and build customer loyalty by streamlining your processes and provide better quality products and services. However, you
procedures are not documented. Customer relationships are managed via business lunches, golf games, and friendly phone calls. Contacts and phone numbers are typically handwritten in leather-bound notebooks and some sophisticated traders keep their own Rolodex; however, when these employees leave, their fancy notebooks go with them. In one energy-trading arm of a former Fortune 100 company, traders scribbled down deals on scrap pieces of papers or even on cocktail napkins that were then handed in to the
Major Vendors Adapting to User Requirements
SAP and Microsoft have finally realized that their products will increasingly be evaluated by how well they interconnect, how flexible they are, and how
searching and browsing of customer relations management (CRM) data within the familiar Microsoft Word, Excel, and Outlook Office 2003 environments. Using a CRM task pane, it is possible to copy data into Microsoft Office documents, or to attach the Microsoft Office documents to CRM records. These programs try to make manipulation of business management data less complicated and intimidating, by giving users access to data and business processes from within the familiar Microsoft Office 2003 environment.
Customer Care & Billing RFI/RFP Template
General Requirements, Mediation, Provisioning, Sales and Marketing, Customer Billing, Customer Care, Packages and Promotions, Accounts Receivable, Financial
software implementation. Gather Your Customer Care and Billing (CC&B) Requirements Quickly and Effectively Identify and prioritize the features and functions you need instead of building a list from scratch. Easily add your company's unique Customer Care and Billing (CC&B) requirements. Find out what features and functions vendors support, and how they support them. Collect Clear Customer Care and Billing (CC&B) RFI and RFP Responses Improve vendor participation by issuing RFIs that vendors can
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
positive, and it means customer expectations have not been fully met. Issue Rating Issues crop up during project execution mainly because of unclear specifications or a lack of understanding the specs. Issues may also occur because of a conflict or an error in the requirements. When the vendor raises an issue whose origin is attributable to the customer, the customer's satisfaction is not usually affected. However, the customer's satisfaction does become affected if the issues raised are due to the
Companies implement a customer relationship management (CRM) system to balance increasing revenue, decreasing costs, while enhancing the customer experience
CRM Companies implement a customer relationship management (CRM) system to balance increasing revenue, decreasing costs, while enhancing the customer experience. However, many implementations fail to do this. Companies, however, can meet these goals by implementing a customer-centric CRM. In this system, all business processes throughout the extended enterprise are optimized around customer life cycle care, which builds stronger relationships.
Serving the Uncompromising Customer
Everybody’s talking about how improving customer experiences increases loyalty, advocacy, and profitability. And you know you need to do something to deliver
the Uncompromising Customer Everybody’s talking about how improving customer experiences increases loyalty, advocacy, and profitability. And you know you need to do something to deliver great customer experiences across your organization (rather than just at the retail store or call center). So now what? Download this white paper to find out how to kick-start your customer experience improvement initiative.
The Power of Customer Context Beyond Campaigns: Build a Contextual Marketing Engine
Campaigns are far less effective at winning and retaining customers than they once were—now companies must deliver real-time, two-way, insight-driven
Power of Customer Context Beyond Campaigns: Build a Contextual Marketing Engine Campaigns are far less effective at winning and retaining customers than they once were—now companies must deliver real-time, two-way, insight-driven interactions with individual customers. Learn how to build and use proprietary digital platforms called contextual marketing engines in this Forrester report, and get results that translate into unprecedented levels of customer engagement, increased revenue, and better produc
Requirements Engineering for Software Engineers
This paper presents an introduction to the discipline of requirements engineering in a form tailored for software engineers. Requirements engineering is the
Engineering for Software Engineers This paper presents an introduction to the discipline of requirements engineering in a form tailored for software engineers. Requirements engineering is the process of turning the unstructured requests of stakeholders into useful requirements, and can be an engineering discipline as rigorous and involved as software architecture. This paper attempts to provide a brief tutorial in order to improve the overall level of requirements used for software projects.
POLL: What Are Your FSM Requirements?
TEC is developing a new market survey report on field service management (FSM), and we would like to hear your thoughts on FSM solutions. Your responses to the
Smarter Customer Service with IBM Business Analytics
With IBM Business Analytics for Customer Service, you can grow revenue by building better relationships with your customers.
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Build and Manage Strong Customer Relationships
Managing customer relationships is a challenging but vital part of running a business. Organizations have to acquire new customers to grow revenue and
and Manage Strong Customer Relationships Managing customer relationships is a challenging but vital part of running a business. Organizations have to acquire new customers to grow revenue and satisfactorily service existing customers to ensure loyalty and future business. A good business management solution has customer relationship management (CRM) functionality integrates with the entire range of your processes and provides a full view of customer data.
How to Respond Faster to Customer Feedback
What’s the best way to know if your customers are satisfied? Simply ask them. Conducting customer surveys without the right tools, however, can demand a lot of
to Respond Faster to Customer Feedback What’s the best way to know if your customers are satisfied? Simply ask them. Conducting customer surveys without the right tools, however, can demand a lot of staff time to manage and analyze the results. Indeed, response time can make the difference between keeping customers and losing them. One way to respond faster to customer issues—and save time and effort—is by investing in an automated customer feedback system.
Profiting from Customer Lifecycle Value
Even the most competent customer relationship management (CRM) products cannot guarantee success without a well-grounded strategy. Often CRM initiatives rush to
from Customer Lifecycle Value Even the most competent customer relationship management (CRM) products cannot guarantee success without a well-grounded strategy. Often CRM initiatives rush to fix the technology and business-alignment issues, resulting in temporary CRM success. The purpose of this document is to help organizations in understanding customer lifecycle value for maximizing profits.
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
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
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