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Excerpt related to
customer service management:
... Namely, Service Lifecycle Management (SLM) is a ...
But it is more than that — it is also a way to become a strategic part of the customer’s business ...
Published:
2008-03-05
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Excerpt related to
customer service management:
... Yet, many service businesses still provide nothing more than lip service
to customer satisfaction and customer relationship management (CRM). ...
Published:
2010-04-01
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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 management:
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 management:
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 management:
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 management:
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:
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 management:
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 management:
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 management:
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:
The critical difference between industry leaders and laggards is a focus on the consumer experience. Search is a fundamental
bridge between an enterprise and its stakeholders, and the quality of the search experience is a core driver of experiential
perceptions. Delivering a powerful search experience bu (...)
Excerpt related to
customer service management:
Key Tenets of World-class Search and Knowledge Management for Customer Service.
Source: Consona/KNOVA. Document Type: White Paper ...
Published:
2010-03-11
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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 management:
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:
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 management:
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:
Contact center solutions are often rigid and hardware based, making it difficult and expensive to respond effectively to
customer needs. An effective response leverages all of your organization’s expertise to deliver an effective customer experience.
This paper discusses a comprehensive solution that p (...)
Excerpt related to
customer service management:
SAP Business Communications Management Rapid-deployment Solution for Improved Customer Service.
Source: SAP. Document Type: White ...
Published:
2011-03-15
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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 management:
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
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Abstract:
Insights to Accelerate Services Growth: Account Management, Service Metrics, and Customer Dashboards.Templates and Other Package
to Use In Your Complex System in relation to Account Management, Service Metrics, and Customer Dashboards. A service business
should be managed and measured based on the maturit (...)
Excerpt related to
customer service management:
Insights to Accelerate Services Growth: Account Management, Service Metrics, and Customer
Dashboards.Templates and Other Package to Use In Your Com...
Published:
2010-03-11
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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 management:
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:
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 management:
... Service Lifecycle Management provides manufacturers and distributors
the opportunity to leverage their products for greater revenue after the customer has ...
Published:
2003-06-11
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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 management:
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:
Interwoven has grown from a web content management vendor to an enterprise content management (ECM) vendor providing a full
suite of ECM components. With this suite, it helps its clients provide the ultimate customer experience. (...)
Excerpt related to
customer service management:
Interwoven has grown from a web content management vendor to an enterprise content management (ECM) vendor providing a full
suite of ECM component...
Published:
2006-08-07
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Abstract:
Because the technology has become easier to implement, use, and maintain, many of the challenges to achieving the benefits
that supply chain management software applications can provide have been removed. (...)
Excerpt related to
customer service management:
Because the technology has become easier to implement, use, and maintain, many of the challenges to achieving the benefits
that supply chain manag...
Published:
2001-09-14