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17 Rules of the Road for Customer Relationship Management
Customer relationship management (CRM) is more than a product@it’s a philosophy. That’s why, when it comes to CRM systems, it’s important to understand all the

customer service job description  your sales reps and customer service agents need a complete picture of your business's customers to succeed at their jobs, choose CRM. On the other hand, if your business needs a system that provides a snapshot of its customers, but comes with a low total cost of ownership, then a contact management system may be a better fit. 4. CRM solutions are different for midsized companies. Some software companies selling CRM would have you believe that you need to buy what they call an enterprise solution that 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 job description


Enterprise Applications Battlefield Mid-Year Scoreboard Part 3: IBM
IBM still needs to convince users that it is nimble enough to handle the smaller projects prevalent in today’s cost-conscious market, which may be a concern

customer service job description  ability to control its customer base business and deny other vendors' access to it, and the ability to sell above and around the CIOs should help IBM continue to win outsourcing deals and likely further fuel growth and gain more channel control. IGS should also boast a complete service, including consulting, system integration, applications management, and Business Process Outsourcing (BPO). Consequently, this merger will have far-reaching consequences down the track. It ups the ante for IBM's Read More
Customer Relationship Management Strategies Part Two: Creating Your Strategy
CRM system can increase your profits and build customer loyalty by streamlining your processes and provide better quality products and services. However, you

customer service job description  with not just monitoring customer data, but they are also responsible for establishing standards and procedures for maintaining data quality throughout the organization. These stewards must incorporate all departments and divisions in their total DQM strategy, recognizing that each have special needs, limitations, and challenges. Systems must also be considered. If an application has certain data requirements, such as data length, formats, or fixed elements, policies for collecting, cleansing, or Read More
Developing a Universal Approach to Cleansing Customer and Product Data
Data quality has always been an important issue for companies, and today it’s even more so. But are you up-to-date on current industry problems concerning data

customer service job description  include: Parsing and standardizing customer and other types of operational data Correcting data based on supplied and user-defined dictionaries and business rules Appending additional information such as phone numbers to provide a more complete set of data Matching data to build data relationships, and identify and remove duplicate records Consolidating data to create a single view across databases At the heart of Data Quality XI is a data quality server (see Figure 6) that executes workflows and Read More
Navigating Between Service Management Scylla & Charybdis - Part 3
Part 1 of this series analyzed the phenomenon of the service economy or the increasing importance of the service sector in industrialized economies. Especially

customer service job description  This helps to maximize  customer service . While not easy to solve, the idea of the perfect order , or getting the right product to the right place in the right quantity at the right time, has been enabled by many  supply chain management (SCM)  solution providers. Technology, and particularly smart software that uses appropriate algorithms to make efficient decisions, is used in the background to help manage this difficult challenge. Many articles at TEC (and elsewhere) have focused on those 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 job description  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
IFS Field Service Management Certification Report
IFS Field Service Management is now TEC Certified for online evaluation of field service management (FSM) solutions in the Customer Relationship Management (CRM

customer service job description  (FSM) solutions in the Customer Relationship Management (CRM) and Enterprise Research Planning (ERP) Evaluation Centers. The IFS Field Service Management solution intertwines service management, dynamic scheduling, and mobile capabilities. It is an ideal fit for organizations that require a combination of service jobs such as installation, quick break-fix jobs, some preventive maintenance, and other similarly fast-paced jobs. Download the IFS Field Service Management certification report now for product Read More
Industry Analysts on Field Service Mobility Trends
P.J. Jakovljevic and other analysts discuss the impact of mobility on field service management.

customer service job description  Analysts on Field Service Mobility Trends Everything is mobile, and mobile is everything. In a new video from ClickSoftware, several industry analysts, including TEC's P.J. Jakovljevic, discuss the impact of mobility on field service management. 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 job description  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
Zef Scientific Selects IFS Enterprise Service Management
IFS has announced that Zef Scientific, Inc., a multi-vendor service provider for high-performance liquid chromatography؎mass spectrometry (HPLC-MS) systems used

customer service job description  should be seeing more customer wins in the area of field service management (FSM). This space is hotly contested by leading vendors such as Click Software, TOA Technology, Oracle, Ventyx (part of ABB ), etc. Read More
Is Your Current HR Service Delivery Model Working for You?
This white paper examines the human resources (HR) service delivery challenges facing organizations today, outlines a common approach to delivering world-class

customer service job description  Your Current HR Service Delivery Model Working for You? This white paper examines the human resources (HR) service delivery challenges facing organizations today, outlines a common approach to delivering world-class HR service, and details the technology necessary to transform workforce service delivery. By downloading this document, you agree to provide contact information and other data to select sponsors of this content. Read More
A Guide to ERP for Service Organizations
Enterprise resource planning (ERP) is enabling service organizations to streamline service delivery, optimize operations, and improve customer satisfaction. In

customer service job description  optimize operations, and improve customer satisfaction. In this podcast, TEC analyst Neil Stolovitsky sits down with Oracle’s Ted Kempf for his take on the unique implementation requirements of ERP systems for professional service organizations, as well as the role technology plays in running a successful service business. Read More
Transform Your Service Organization into a Performance-driven Leader
Performance management is key in service optimization. Without the ability to measure the business value of your actions, you are essentially driving blind, not

customer service job description  Your Service Organization into a Performance-driven Leader Performance management is key in service optimization. Without the ability to measure the business value of your actions, you are essentially driving blind, not knowing whether your decisions are taking you in the right direction. Measurement, however, is only as useful as your ability to translate it into action. See how to enact change throughout your organization via the agility of your solution and the processes to tie everything Read More
SAP field service
SAP offers an end-to-end service management solution that can be used across all the departments of a company to manage contracts, process issues, and

customer service job description  such as skills, location, customer preferences, and service commitments (as defined by contracts and SLAs). Using optimized schedules and automated processes, dispatchers can decide the most suitable resources for each task. SAP delivers its field service solution particularly to the high-tech, utilities, and industrial manufacturing industries. The solution can be delivered both on premises and in the cloud. Read More
Social Customer Suite
Lithium’s Social Customer Suite powers customer experiences, helping companies to build brand nations and online communities of customers.

customer service job description  Customer Suite Lithium’s Social Customer Suite powers customer experiences, helping companies to build brand nations and online communities of customers. Read More

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