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Customer Focused Self-service: Building the Balanced Business Case
Countless customers are engaging in self-service, in the process helping companies save millions by deflecting service interactions to cheaper channels. At many

customer service development  taking control of their customer service interactions. By 2010, says Gartner, self-service will account for 58% of interactions.ii At the product level, commoditization is taking hold. Looking for new avenues of competitive advantage, companies are enhancing pre and post-sale services to improve the customer experience. More importantly, customers will reward the company able to provide a better service experience. A recent study shows that 99% of U.S. adults said that, if they had a positive customer 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 service development


Software as a Service for Customer Relationship Management and Sales
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

customer service development  followed by additional on-demand customer relationship management (CRM) offerings, including marketing and service products, intended for release in 2006 in quarterly waves. The SAP Sales on-demand solution is offered to customers on a $75 (USD) per user, per month pricing program based on pre-defined scope. The solution is available globally, with initial language options in English and German. Additional language-specific versions, including French, Japanese, Portuguese, Spanish, and Chinese versions, 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 service development  enough attention to key customer service processes and performance measurement changes. Service companies have been realizing more and more lately that there is a need to properly evaluate their customer-facing processes and to provide call center representatives with supporting technologies that allow them to execute processes that improve operational effectiveness. Only in this way can these companies increase customer satisfaction and generate new business opportunities. The integrated CRM and call Read More
Moxie Software-Promoting Social and Multichannel Customer Service
Moxie Software hopes to instill, well, the “moxie to be social” mantra in its customers. Its software suite ensures that the proverbial “voice of the customer

customer service development  Software-Promoting Social and Multichannel Customer Service Moxie Software hopes to instill, well, the “moxie to be social” mantra in its customers. Its software suite ensures that the proverbial “voice of the customer” can be heard—it gives organizations the ability to respond quickly and effectively to build customer loyalty and satisfaction by connecting customers with the right people in organizations at the right time. As part of the push to focus on its social software platform, the Read More
Voice Self-Service Leverages the Knowledge Base to Improve Customer Interactions
Deploying voice self-service (VSS) is undeniably attractive to enterprises because it improves the speed, consistency, and convenience of information sent to

customer service development  Knowledge Base to Improve Customer Interactions If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. VSS works effectively when it is integrated with the overall service strategy, encompassing not only web self-service, but also assisted (i.e., e-mail, chat) and full-service (i.e., agent) strategies. Consumers desire to interact in multiple ways when dealing with enterprises. Therefore, VSS implementations must integrate all possible Read More
IFS Field Service Management
IFS Service Management is recognized as a best-of-breed software application for companies managing a field service workforce. It includes everything service

customer service development  field service lifecycle from customer relationship management (CRM), scheduling, and mobile service, to contract pricing, warranty repair, and parts management. Available extensions include schedule optimization for large field service workforces and enterprise functionality from IFS Applications including maintenance repair and overhaul (MRO). Read More
The Importance and Benefits of Automatic Technician Scheduling in Field Service Operations
Deciding which technicians to assign to service orders, and when to schedule and dispatch them can be a tricky if not complicated process. And that’s not all

customer service development  Importance and Benefits of Automatic Technician Scheduling in Field Service Operations Deciding which technicians to assign to service orders, and when to schedule and dispatch them can be a tricky if not complicated process. And that’s not all! Service demands and schedules are incredibly dynamic and constantly changing throughout the day. Most service companies today require an automated and real-time approach to scheduling field service staff. Know the benefits of implementing a dynamic scheduling Read More
Self Service Business Intelligence
Self service BI is technology that provides non-technical individuals who need data with the ability to gather and display meaningful information. The technical

customer service development  Service Business Intelligence Self service BI is technology that provides non-technical individuals who need data with the ability to gather and display meaningful information. The technical and business complexities of identifying data sources, transforming and integrating data sets, enhancing data quality, and providing a data repository are necessarily addressed before a self service BI application is made available. Read this white paper to learn more about how the technical framework and Read More
Tips for Managing Software Development
Buyers often blame the offshore software development teams if the software falls short of expectations. But the success of offshore software development does

customer service development   Read More
Customer Relationship Management for IT Professionals
What makes a strong supplier/customer relationship? The bottom line is trust. However, trust needs to be earned through a series of conversations and

customer service development  Management for IT Professionals Customer Relationship Management for IT Professionals J. Dowling - January 17, 2001 Introduction A satisfying relationship between IT and line of business is maintained through ongoing dialogue that is meaningful to both parties. The discipline of Conversations for Alignment, a title for a simple technique for making and managing commitments, enables such a dialogue. My consulting group and I have done a good deal of research into what makes a strong supplier/customer Read More
Optimizing the Development Process
One of the most formidable IT challenges that companies must solve is the extreme cost of the development process. Don’t let your data warehouse development

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Service Performance Insight
Service Performance Insight (SPI Research) provides research, consulting, training, and business planning to professional service organizations (PSOs).

customer service development  Performance Insight Service Performance Insight (SPI Research) provides research, consulting, training, and business planning to professional service organizations (PSOs). Read More
Terra Technology’s Software Development Team Streamlines Their Development Process Using ProjectLocker
Software company Terra Technology’s development team often worked remotely, without a centralized development system. Managing documents manually was quickly

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Insights on Trends in Software Development
This TEC podcast features an interview with Jean-Philippe Valois, Azur Group's business development manager, who shares his insights on trends in software

customer service development  cloud software development,it development,the cloud,to the cloud,what is the cloud,it consulting,it consultant,it consultants,it engineers,it developers,it support services,cloud computing,cloud computing cloud computing,computing cloud,computing in the cloud Read More
Reverse Logistics for Service
Reverse logistics management for service requires specialized software that accounts for many transactions and processes unique to installed base support. By

customer service development  increase productivity, improve the customer experience, and significantly reduce costs. Find out more. Read More

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