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The Two Faces of Risk: Cultivating Risk Intelligence for Competitive Advantage
You needn’t be a seer or sage to perceive risk@it’s as predictable and devastating as a Florida hurricane and as far-reaching as a corporate scandal. But you do

customer risk  coupons in exchange for customer names and email addresses, only to discover that its new customers jealously guard their privacy and are reluctant to divulge personal data. “Organizations that are most effective and efficient in managing risks to both existing assets and to future growth will, in the long run, outperform those that are less so. Simply put, companies make money by taking intelligent risks and lose money by failing to manage risk intelligently.” This failure to anticipate and 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 risk


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 risk  The key to good customer service is a mutual understanding with your customers on what they should expect. If they have higher expectations than you can deliver, they will be dissatisfied; you may lose a customer, or go from being a preferred supplier to an occasional supplier. If they have lower expectations, you may have an easier job of meeting them, but you are also at risk of being replaced by a supplier who will provide better service. About the Author Olin Thompson is a principal of Process ERP Read More...
I-Impact Predicts Your Customer Retention!
More and more, the market is requesting that a CRM or an ERP application include analytics which can be used in a myriad of businesses to predict customer

customer risk  Impact Predicts Your Customer Retention! Event Summary Data warehouses and analytics have been around for a number of years, but never has their presence proven to be more crucial than now. For years businesses have been gathering tons of data from interactions with their customers, suppliers, and other related service providers. Both back-office enterprise resource planning (ERP) and front-office customer relationship management (CRM) systems have played a vital role in collecting these terabytes of Read More...
Customer Choices for Achieving Growth
Some will say that the Big Few are in for quite a gamble, given that these market leaders are to introduce a product or concept that directly challenges the

customer risk  Choice Turning towards existing customer bases as a mainstream of revenue can be a gamble. While the odds may be better for the Big Few, (vendors with over 20,000 customers and revenue of at least $1 billion USD), as some will argue, there is still notable risk involved. After all, these market leaders want to introduce a new product or concept that will directly challenge the model that has made them successful so far. There is certainly no guarantee (or even a strong indication) that a configurable Read More...
Managing Risk through Financial Processes: Embedding Governance, Risk, and Compliance
Initiatives to automate and streamline financial processes often focus more on reducing costs than adding value. Adding the kind of value you should have in

customer risk  a strategic focus on customer service. In Unilever?s case, risk management was focused on issues such as currency exposure, brand health, customer service levels, cash management, inventory management and stock obsolescence, as well as the collection of receivables. Unilever viewed the enhancement of its financial processes as part of a larger initiative to put new tools into the hands of managers, which pushed GRC responsibilities into the ranks and gave managers the ability to act on risk and 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

customer risk  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 Read More...
User-Focused Design Principles Shape the Customer Experience
Welcome to the customer experience. We all have them. Some are good, others bad. A variety of factors - the user interface (UI), customer support, marketing

customer risk  Design Principles Shape the Customer Experience Introduction Ever have one of those days? You just finished entering three days worth of data into your new information system. You know, the one that took your company a year to select and two more years to implement. The one that promised to streamline and transform your key business processes. The one you had to have. Now here you are. You have finished keying in data. It wasn't easy or fun, but at least you're done. You are ready for the good stuff. Read More...
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

customer risk  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. 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 risk  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...
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

customer risk  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...
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 risk  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...
IT Project Risk Assessment
Information technology project risk often comes from non-technical aspects of the initiative. Assessing the impact of technology on people, management systems

customer risk  Improved Cash Flow? Improve Customer Satisfaction? Enable Teamwork? Enable Quality Improvement? Supplier Relationship? Establish Competitive Barrier? Establish Competitive Advantage? Create or Enable a New Product/Service/Capability? Improve Planning Effectiveness What are the environmental impacts / requirements? Can failure interrupt or damage critical daily business operations? Can failure in this effort damage the company's reputation? Can this effort incur/cause significant other financial losses? Read More...
CRM and Technological Solutions: Be the Customer
In CRM, and now e-CRM, its not about the technology, but about focusing on the locus of importance around which CRM applications grew; namely, the customer

customer risk  Technological Solutions: Be the Customer CRM and Technological Solutions: Be the Customer R. Garland - June 22, 2001 Introduction  Be the bagel. It was a refrain I heard often in a metalworking shop class I took in one of my engineering classes back in college. The purpose of the class was for the students to both design and build an original device of their own creation, with the purpose of helping them understand that engineers can't work in a vacuum, and they need to understand the implications of 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 risk  to Measure Customer Satisfaction Originally Published - April 30, 2008 Project-based organizations place a lot of emphasis on customer satisfaction, and rightly so, as customer satisfaction is the key for improving these companies' internal processes. A customer satisfaction rating (CSR) is often obtained through a questionnaire—the customer satisfaction survey (CSS). This method, however, suffers from the drawback of customers likely being emotionally influenced while filling out these questionnaires 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 risk  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...

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