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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 companies:
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:
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 companies:
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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Excerpt related to
customer service companies:
... A&D), high-tech and capital equipment companies of all ... inventory,
lowering support costs and improving service levels to maximize customer satisfaction. ...
Published:
2008-03-05
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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 companies:
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:
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 companies:
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:
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 companies:
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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Excerpt related to
customer service companies:
... Service companies must focus on the customer, but
not necessarily at any cost. Namely, if one wants to take customer service level ...
Published:
2010-04-01
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Abstract:
This article describes the unique challenges of the service supply chain, provides a framework for understanding the service
management decision hierarchy, and highlights the dramatic value proposition available to companies that deploy advanced service
strategies and decision-support tools to address th (...)
Excerpt related to
customer service companies:
This article describes the unique challenges of the service supply chain, provides a framework for understanding the service
management decision h...
Published:
2004-06-22
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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 companies:
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 companies:
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:
Users with outdated warehouse management systems (WMS) who want the latest technology available and the next generation of
transportation and logistics software should place RedPrairie on a shortlist of SCE vendors. Blossoming RedPrairie has offered
its prospects a risk/gain-sharing arrangements. In oth (...)
Excerpt related to
customer service companies:
Users with outdated warehouse management systems (WMS) who want the latest technology available and the next generation of
transportation and logi...
Published:
2003-01-07
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Excerpt related to
customer service companies:
... time traveling and less time actually providing customer service).
... the beginning of the next service lifecycle ... Companies
must ensure that they receive feedback ...
Published:
2010-05-06
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Abstract:
Amdocs believes its ICM strategy resonates with its customers, who, facing increased competition and price commoditization,
realize that they need to differentiate customers' experiences from the competition, to enhance customer loyalty and increases
profitability. (...)
Excerpt related to
customer service companies:
Amdocs believes its ICM strategy resonates with its customers, who, facing increased competition and price commoditization,
realize that they need...
Published:
2005-08-03
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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 companies:
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:
Significant differences exist between the new parts production supply chain and the service and replacement parts supply
chain. Companies using conventional, new product inventory methods are missing opportunities to improve efficiency and effectiveness. (...)
Excerpt related to
customer service companies:
Significant differences exist between the new parts production supply chain and the service and replacement parts supply chain.
Companies using c...
Published:
2005-08-01
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Abstract:
Market research shows that enterprise software and service markets are crossing market lines to witness strong growth in
the Aerospace and Defense (A&D) industry. (...)
Excerpt related to
customer service companies:
Market research shows that enterprise software and service markets are crossing market lines to witness strong growth in the
Aerospace and Defense...
Published:
2000-02-21
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Abstract:
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. Obtaining and taking action on customer feedback is what customer experience management
is all about. (...)
Excerpt related to
customer service companies:
To ensure a positive customer experience, companies must first learn what their customer values, and then determine how they
are measuring up to t...
Published:
2007-02-28
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Abstract:
Product Lifecycle Management (PLM) addresses the full lifecycle of a product. The focus of most of the current PLM solutions,
however, does not make the most of the value available from servicing products after they have been sold. Service Lifecycle
Management (SLM) promises valuable business benefits (...)
Excerpt related to
customer service companies:
... products and increased customer satisfaction. Service Lifecycle Management
is a promising initiative that deserves the attention of companies looking for ...
Published:
2003-06-11
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Abstract:
Developing the competitive edge involves information gathering and communicating. Using a continuous feedback loop that incorporates
sales, service, and customer satisfaction, will help you realize the benefits of a CRM system. (...)
Excerpt related to
customer service companies:
Developing the competitive edge involves information gathering and communicating. Using a continuous feedback loop that incorporates
sales, servic...
Published:
2005-02-16
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Abstract:
Glovia continues to provide astute solutions for manufacturers and service companies well beyond core ERP. Although, bundled
with Fujitsu's Interstage infrastructure platform, low brand recognition outside Japan and nascent channel and traction for
multiple products within the Fujitsu products' family wi (...)
Excerpt related to
customer service companies:
Glovia continues to provide astute solutions for manufacturers and service companies well beyond core ERP. Although, bundled
with Fujitsu's Inters...
Published:
2004-01-20