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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 satisfaction research  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
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Field service management (FSM) software is a set of functionalities for organizations or departments within organizations that have as main focus the intallation, maintanance, reparing, and meter r...
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Documents related to » customer satisfaction research


Dell Tops in Customer Satisfaction
Compaq rises, IBM falls, but Dell remains master of the desktop domain.

customer satisfaction research  Tops in Customer Satisfaction Dell Tops in Customer Satisfaction C. McNulty - June 2, 2000 Event Summary HAMPTON, NH -- (May 3, 2000) Technology Business Research ( >www.tbri.com ) just completed its First Quarter 2000 Corporate IT Buying Behavior and Customer Satisfaction Study, part of a quarterly tracking service measuring corporate end-user satisfaction with desktop, Intel-based server and laptop/notebook systems vendors. This quarter's study is based on the opinions of 550 IT managers at large Read More
Perfect Orders: Improving Customer Satisfaction and Financial Results
Manufacturers and distributors must keep two groups satisfied—customers and owners. They are connected—what improves the satisfaction of one group can impact

customer satisfaction research  Orders: Improving Customer Satisfaction and Financial Results The management of any company has two key groups to satisfy. The first is customers. If your customers are not satisfied, they stop buying your product. The second group is owners (shareholders, co-op members, family, etc). If this group is not satisfied, management is replaced or the business is sold or even shut down. Dissatisfaction on the part of either of these groups is a major pain for management. To improve the satisfaction of eit Read More
On-time Product Delivery and Customer Satisfaction
Fusion UV is the world s leading producer of ultraviolet curing equipment. Its outmoded legacy system couldn t handle the company s complex manufacturing system

customer satisfaction research  time Product Delivery and Customer Satisfaction On-time Product Delivery and Customer Satisfaction If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. Seize emerging market opportunities with software that fully integrates R&D – marketing, manufacturing, and design – to ensure on-time and on-budget delivery of superior, customer -driven products. Source : SAP Resources Related to On-time Product Delivery and Customer Satisfaction : Read More
MAPICS: Will Customer Satisfaction be Enough?
MAPICS has consistently scored above average in the following customer-service & support benchmarks: reliability, quality of support, vendor stability, ease of

customer satisfaction research  Will Customer Satisfaction be Enough? Vendor Summary MAPICS, Inc., headquartered in Atlanta, GA, is a leading global provider of enterprise business software for mid-size discrete and batch-process manufacturing enterprises and large corporate divisions. MAPICS revenues in fiscal 1998 were $130 million. IBM launched MAPICS II (Manufacturing Accounting and Production Information Control System) software in 1978. It was the first MRP system commercially available for manufacturing enterprises and Read More
How Web 2.0 Is Transforming CRM: Leveraging Social Media to Improve the Customer Experience
With the rising popularity of Web 2.0 technologies, companies are marketing their products and services to an increasingly savvy customer base. Customers today

customer satisfaction research  Media to Improve the Customer Experience With the rising popularity of Web 2.0 technologies, companies are marketing their products and services to an increasingly savvy customer base. Customers today are taking greater control of their own consumer experiences. Learn how some vendors are leveraging social computing to build our customer relationship management (CRM) communities, and building Web 2.0-based CRM applications that help customers achieve success. Read More
Customer Advocacy Part I: Creating the Business Case for Customer-centric Companies With Fanatical Customer Advocates
The new focus for business leaders is customer advocacy, soon to become the most important strategic initiative for cutting-edge, forward-thinking companies. A

customer satisfaction research  Customer-centric Companies With Fanatical Customer Advocates The new focus for business leaders is customer advocacy, soon to become the most important strategic initiative for cutting-edge, forward-thinking companies. A crucial department in the company is thus the customer contact center, as it plays a pinnacle role in branding, corporate image, and customer lifetime value. Adopting a customer-centric culture has a direct impact on corporate financial viability. Read More
Case Study: Archipelago Marine Research


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ChainLink Research Releases New Demand Management Report
Have you thought about the fact that the math you are using for your forecasting process was developed in the 19th century? ChainLink did.

customer satisfaction research  Next? Market Sensing/Inference, Digitizing Customer Behavior To obtain a copy of the report, go to http://tinyurl.com/mov5j . As well as providing the information in this report, ChainLink ( http://www.clresearch.com/home/ ) decided to work with trading partners such as Technology Evaluation Centers (TEC) ( www.technologyevaluation.com/press ) in order to address the need for updated decision criteria for their online software selection tools. Visitors to TEC's Supply Chain Demand Management Evaluation Read More
How to Achieve a Great--and Profitable--Customer Experience
Learn how to deliver superior customer service in How to Achieve a Great and Profitable Customer Experience.

customer satisfaction research  it‘s all about the customer experience. How does your company stack up? Learn how to deliver superior customer service in How to Achieve a Great—and Profitable—Customer Experience . You'll discover what it takes to have customers who spend more pay higher rates remain loyal to your company champion your brand to friends, peers, and business associates Find out how to out-perform your competition where it matters the most. Download your PDF copy of How to Achieve a Great—and Profitable—Customer Read More
Is Your Store Customer-centric?
Most retailers might say that they are customer-centric, but what does that really mean? After all, there is a huge difference between simply serving a customer

customer satisfaction research  between simply serving a customer and centering on a customer's specific needs and satisfaction. Students of Your Customers Customer-centric stores are students of their customers, which means that they literally go to school to learn as much as they can about their customers' needs, wishes, dreams, hopes, wants, and desires. Every customer is different. A customer-centric retailer recognizes this fact, and also recognizes that it cannot create a different environment for each individual customer. Read More
Clientele CRM.NET: Customer Relationship Management (CRM) Competitor Analysis Report
This comprehensive, customer relationship management (CRM) knowledge base covers the full range of CRM functionality. Modeled especially to help clients

customer satisfaction research  CRM.NET: Customer Relationship Management (CRM) Competitor Analysis Report This comprehensive, customer relationship management (CRM) knowledge base covers the full range of CRM functionality. Modeled especially to help clients requiring modern B2B or B2C solutions, it covers marketing automation, sales force automation, customer service and support, partner management, contract management and creation, project and team management, Internet sales, e-mail response management, analytics, and Read More
SAS Helps 1-800-FLOWERS.COM Grow Deep Roots with Customers
“SAS business analytics help us put a laser focus on knowing our customers, reducing operating expenses and innovating for the future,” says Chris McCann

customer satisfaction research  Grow Deep Roots with Customers “SAS business analytics help us put a laser focus on knowing our customers, reducing operating expenses and innovating for the future,” says Chris McCann, president of 1-800-FLOWERS.COM. “As our business has grown from one flower shop to an online gift retailer serving more than 30 million customers, we need SAS’ abilities to really know our customers and turn that knowledge into action. Read the full story now. 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 satisfaction research  can these companies increase customer satisfaction and generate new business opportunities. The integrated CRM and call center solutions have reportedly helped some service companies realize a remarkable return on investment (ROI), including a 45 percent increase in case volume (without increasing staff), a 35 percent decrease in time to resolve cases, and a 40 percent decrease in backlogged cases—all ultimately resulting in an 18 percent increase in overall customer satisfaction. However, for various Read More
TEC's Talent Management Research Model-What End Users Need to Know
Over the past few months, analysts at Technology Evaluation Centers (TEC) have been working on a new research space for talent management. I’m happy to announce

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