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Abstract:
Chemical company H.B. Fuller has leveraged the Internet to improve their level of customer service. (...)
Excerpt related to
customer service articles:
Chemical company HB Fuller has leveraged the Internet to improve their level of customer service.
Published:
2001-09-15
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Abstract:
Most companies salute good customer service as a key objective. But in its simplest form, what is good customer service?
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 service? Olin T (...)
Excerpt related to
customer service articles:
Most companies salute good customer service as a key objective. But in its simplest form, what is good customer service? Outstanding
customer serv...
Published:
2010-11-26
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Abstract:
Customer relationship management (CRM) functionality can fall into four categories: core functionality; non-core functionality;
vertical, industry-specific features; and accounting-related features. When evaluating and selecting a CRM solution, enterprises
must be aware of the potential issues associated (...)
Excerpt related to
customer service articles:
Customer relationship management (CRM) functionality can fall into four categories: core functionality; non-core functionality;
vertical, industry...
Published:
2005-12-05
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Abstract:
Applications are more often outsourced than infrastructure, and this is increasingly done through software as a service (SaaS).
Vendors such as WebEx, Webcom, MCA Solutions, and Ariba are delivering applications as SaaS. (...)
Excerpt related to
customer service articles:
Applications are more often outsourced than infrastructure, and this is increasingly done through software as a service (SaaS).
Vendors such as We...
Published:
2006-03-17
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Abstract:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition
to improved customer satisfaction rates. (...)
Excerpt related to
customer service articles:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initi...
Published:
2009-09-04
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Abstract:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing
efforts. (...)
Excerpt related to
customer service articles:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious...
Published:
2007-12-07
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Abstract:
Chemical company H.B. Fuller has leveraged the Internet to improve their level of customer service. (...)
Excerpt related to
customer service articles:
Chemical company HB Fuller has leveraged the Internet to improve their level of customer service.
Published:
2001-09-15
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Abstract:
Major vendors are noting the growing demand for software as a service. However, smaller providers are forging new ground
by offering services for inventory and collaborative planning. (...)
Excerpt related to
customer service articles:
Major vendors are noting the growing demand for software as a service. However, smaller providers are forging new ground by
offering services for ...
Published:
2006-03-16
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Abstract:
Surado Solutions aims to provide a complete customer relationship management suite. We'll analyze Surado CRM 5.0 from the
perspectives of core functionality, its distinguishing factors, and the challenges users may face when considering the Surado
solution. (...)
Excerpt related to
customer service articles:
Surado Solutions aims to provide a complete customer relationship management suite. We'll analyze Surado CRM 5.0 from
the perspectives of core fun...
Published:
2006-08-17
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Abstract:
The customer relationship management (CRM) market is changing. Over half the market is served by small vendors. Fully integrated
business suites like NetSuite standalone solutions like salesforce.com, are heeding the demand for software as a service,
but they are approaching the market with very differen (...)
Excerpt related to
customer service articles:
The customer relationship management (CRM) market is changing. Over half the market is served by small vendors. Fully integrated
business suites l...
Published:
2005-12-06
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Abstract:
If you don't measure it, you can't improve it. For owners, the traditional measure is profit. For customer satisfaction, the
perfect order index is useful. Manufacturers and distributors must keep two groups satisfied—customers and owners. They are
connected—what improves the satisfaction of one group (...)
Excerpt related to
customer service articles:
If you don't measure it, you can't improve it. For owners, the traditional measure is profit. For customer satisfaction,
the perfect order index is...
Published:
2011-02-01
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Abstract:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible.
Hence the need for knowledge management software, which helps companies segment and then distribute the information their
customers want to know. (...)
Excerpt related to
customer service articles:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence
the need for knowle...
Published:
2007-12-12
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Abstract:
MAPICS has consistently scored above average in the following customer-service & support benchmarks: reliability, quality
of support, vendor stability, ease of doing business, and affiliate product and industry knowledge. However, limited platform
support means that AS/400 products will contribute more t (...)
Excerpt related to
customer service articles:
MAPICS has consistently scored above average in the following customer-service & support benchmarks: reliability, quality
of support, vendor stabi...
Published:
1999-09-01
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Abstract:
MATRAnet has added collaborative browsing to its customer relationship management product. (...)
Excerpt related to
customer service articles:
MATRAnet has added collaborative browsing to its customer relationship management product.
Published:
2000-04-17
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Abstract:
For some reason, once a product moves into the retail channel, most manufacturers lose control. The retailer abdicates responsibility.
When faced with a problem, the consumer is alone! What happened to the lifetime value of the customer? This article examines
the lapses and promises in providing service (...)
Excerpt related to
customer service articles:
For some reason, once a product moves into the retail channel, most manufacturers lose control. The retailer abdicates responsibility.
When faced ...
Published:
2004-11-02
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Abstract:
Customer relationship management (CRM) can be a tool for positive change in businesses' operations. Or CRM can—unintentionally—cause
a host of problems, from lost employee time to lost customer data. But with the right information, implementing CRM allows
evolution without the upset of revolution. (...)
Excerpt related to
customer service articles:
Customer relationship management (CRM) can be a tool for positive change in businesses' operations. Or CRM can—unintentionally—cause
a host of pro...
Published:
2007-09-24
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Abstract:
The quintessential business challenge is to minimize downtime on assets while minimizing the cost of spare and replacement
parts inventory. To meet these challenges, heavy investments have been made in extensive spare ad replacement parts networks. (...)
Excerpt related to
customer service articles:
The quintessential business challenge is to minimize downtime on assets while minimizing the cost of spare and replacement
parts inventory. To mee...
Published:
2005-07-30
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Abstract:
Chemical company H.B. Fuller has leveraged the Internet to increase their ability to sell. (...)
Excerpt related to
customer service articles:
Chemical company HB Fuller has leveraged the Internet to increase their ability to sell.
Published:
2001-10-01
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Abstract:
eLoyalty, a CRM strategy and implementation consultancy, recently partnered with ServicePower to enhance its Field Service
and Logistics practice. ServicePower is a small vendor that develops dispatch optimization software. eLoyalty will use ServicePower’s
software to incorporate dispatch optimizatio (...)
Excerpt related to
customer service articles:
eLoyalty, a CRM strategy and implementation consultancy, recently partnered with ServicePower to enhance its Field Service
and Logistics practice....
Published:
2000-11-21
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Abstract:
Creating specific CRM strategies means developing measurable goals and calculating your ROI to achieve them. These in addition
to a technical framework, sales and marketing strategies, including Internet strategies, and customer satisfaction metrics
will create a smooth running CRM machine in your compan (...)
Excerpt related to
customer service articles:
Creating specific CRM strategies means developing measurable goals and calculating your ROI to achieve them. These in addition
to a technical fram...
Published:
2005-02-17