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Insights to Accelerate Services Growth: Account Management, Service Metrics, and Customer Dashboards
A service business should be managed and measured based on the maturity of the business and the specific requirements of its customers. To take this approach

customer service index  These companies recognize that customer service innovation is a way to differentiate themselves from the pack. An emphasis is placed on introducing new offerings – both enhanced product-services and new value-added managed and professional services. Comprehensively understanding customer processes and total cost-of-ownership are fundamental. Front-office processes – services marketing, services sales and pricing – gain more internal mindshare. Executive leadership appreciates the ability of the 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 index


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 service index  Business Processes Improving the customer service metrics will have an impact on profitability. While customer service improvements are vital to success, we need to have a clear understanding of the financial impact. For example, more than one improvement project may be identified, but it may not be practical to undertake more than one project at a time. Will a project increase revenue, or will it require additional expense or increased working capital? Often a project has a variety of impacts. What we Read More
The Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010
This paper evaluates various service software solutions for customer service and business process professionals to create differentiated customer experiences

customer service index  Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010 This paper evaluates various service software solutions for customer service and business process professionals to create differentiated customer experiences and build stronger buyer loyalty. Customers are increasingly online, want self-service options, and demand real-time responses. Also, social media has grown to be an important new channel for interacting with customers and engaging in innovative ways. Read More
Social Media and Customer Experience Feedback
Twitter, Facebook, LinkedIn, and blogs are just a few Internet services that make up the new growing digital world called social media. Many companies have seen

customer service index  demonstrate your dedication to customer service and willingness to listen and respond to customers’ concerns. A posted complaint may also draw out comments from other people with the same concern, which provides an opportunity to reach out to an entire group. Responding promptly to customer concerns may lead them to subsequently post positive comments about how quickly you replied, and how well you resolved their problems. When you respond to SM feedback, we suggest you provide a way for the author to Read More
Customer Data Integration: A Primer
Customer data integration (CDI) involves consolidation of customer information for a centralized view of the customer experience. Implementing CDI within a

customer service index  2006 Introduction Implementing a customer data management system can be the difference between success and failure in terms of leveraging an organization's customer relationship management (CRM) system. Since customers drive profitability, organizations need a way to provide their employees with a single view of the customer and to provide that customer with above-average customer service. Unfortunately, this is not always the case. Disparate applications such as billing and call center systems do not Read More
Enhancing the Customer Experience with Loyalty Management: Strengthen the Brand and Improve Customer Retention
Customer churn is very costly—it’s many times more expensive to acquire a new customer than to keep an existing one—so retaining customers by offering a

customer service index  the Customer Experience with Loyalty Management: Strengthen the Brand and Improve Customer Retention Customer churn is very costly—it’s many times more expensive to acquire a new customer than to keep an existing one—so retaining customers by offering a superior experience is a top priority. Also, delivering unique experiences to different customer segments is a valuable strategy. Read about how to increase brand equity and retain customers by offering a better experience. Read More
ITIL Service Support Processes in Record Time
To establish optimal service and support conditions, the case company, Naviair, chose to adapt and implement information technology infrastructure library (ITIL

customer service index  Service Support Processes in Record Time To establish optimal service and support conditions, the case company, Naviair, chose to adapt and implement information technology infrastructure library (ITIL) service support processes. During the process, Implement Consulting Group assisted with facilitation, ITIL input, and lean competences and tools. The existing procedures and instructions were combined with ITIL’s different service support areas. Read More
Selecting Field Service Management Software
What is a dynamic scheduling engine, and why does your field service management operation need one? Learn the ins and outs of this technology, which can help

customer service index  Field Service Management Software What is a dynamic scheduling engine, and why does your field service management operation need one? Learn the ins and outs of this technology, which can help you adapt to rapidly changing priorities, schedule in real time, meet demanding service level agreements, and more, all while reducing cost. Read More
Service Delivery Innovation: Creating Client Value and Enhancing Profitability
The rules for success in today’s fiercely competitive market are constantly changing. Through service delivery innovation, a company can differentiate itself

customer service index  Networks: Leading Your Company, Customers, and Partners in the Hyper-Connected Economy. Matthew Horenkamp, Industry Principal, Professional Services, SAP America Inc., has over 12 years of experience in software, consulting, and high-tech organizations. During this time, he has defined and delivered value-added business solutions for consult ing, IT services, outsourcing, legal, and staffing firms. Mr. Horenkamp holds an MBA from Georgetown University and a BA in international business from Gettysburg Read More
6 Secrets to Simplify Field Service
Field service can be complex: scheduling technicians, inventory and repair, service contracts, work order management, and more. There are a lot of moving parts

customer service index  service organization, delight your customers, and increase your profit margin. Download the white paper and see how ServiceMax can help you get these benefits. 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 index  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
Ventyx Service Suite
The Ventyx Service Suite software, services and roadmap have been developed in collaboration with the largest and most progressive group of utilities in the

customer service index  Service Suite The Ventyx Service Suite software, services and roadmap have been developed in collaboration with the largest and most progressive group of utilities in the world – over 100,000 mobile technicians and their dispatchers use Service Suite every day. Their ongoing feedback has enabled Ventyx to develop the most comprehensive, intuitive solution with proven functionality to increase productivity and reduce costs: Forecasting enables transparent and accurate workforce planning and the Read More
Software as a Service Is Gaining Ground
Software as a service is the latest incarnation of the hosting model. The demand for cost efficiency, information technology flexibility, and faster return on

customer service index  business value that the customer or user derives from the use of the software service. Hosted applications can be purchased on a rental basis. This means that instead of buying a software license, customers pay a subscription price per user per month (or year), or per number of transactions in certain software categories. ASPs that have reinvented themselves as SaaS providers have done so by first focusing on one or two core areas, such as sales force automation (SFA), e-mail management, e-commerce stor Read More
Voice of the Customer Analytics
Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of

customer service index  of the Customer Analytics Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of business objectives, then act upon it to drive change. These solutions can provide an organization with critical data for rapid, targeted decision making, by analyzing and combining customer data from both direct (speech analytics, chat, e-mail) and indirect sources (social media) to gain a holistic view of the customer Read More
A Green Guide to Streamlining Field Service Operations: Saving Money . . . and the Planet
With three primary “green” benefits to implementing cutting-edge field service technology solutions, every company—across any industry—can justify the effort

customer service index  Green Guide to Streamlining Field Service Operations: Saving Money . . . and the Planet With three primary “green” benefits to implementing cutting-edge field service technology solutions, every company—across any industry—can justify the effort based on the specific priorities that speak to it. In this analysis, we will review each of these benefits, outlining the range of advantages and concrete ROI. Regardless of a company’s priorities, this multi-layer list of benefits makes the decision a Read More

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