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Creating Media-rich Online Courses for Thousands of Customer-service Employees
When the JPMorgan Chase’s Card Services organization began experiencing rapid growth across multiple sites, their performance improvement team quickly realized

customer service organization  Courses for Thousands of Customer-service Employees When the JPMorgan Chase’s Card Services organization began experiencing rapid growth across multiple sites, their performance improvement team quickly realized it would need a new content authoring solution to continue meeting its training objectives. The company chose SumTotal ToolBook authoring software to create media-rich online courses integrated with SumTotal Learning Management to deliver training and track results. Read More

Field Service Management (FSM)
Field service management (FSM) software is a set of functionalities for organizations or departments within organizations that have as main focus the intallation, maintanance, reparing, and meter r...
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Documents related to » customer service organization


Comparing On Demand Customer Relationship Management Service Alternatives
Customer relationship management (CRM) functionality can fall into four categories: core functionality; non-core functionality; vertical, industry-specific

customer service organization  and opportunity management 4 Customer service 5 Document management 6 Workflow automation 7 Desktop tools 8 Reporting, analytics, and dashboards 9 Administration and setup 10 Internationalization 11 Customization 12 Integration Core CRM Area Definitions CRM interface . This is the overall user interface, including home, pages, tabs, menus, dashboards, etc., as well as all the factors that affect the usability of the system. Account management . The area of a CRM solution where all of the information Read More
Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service
Traditionally, utilities have leveraged robust meter, network, and customer service infrastructures. These technologies served the needs of largely regulated

customer service organization  Demands in Sales and Customer Service Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. Learn about the SAP strategy and road map to integrate advanced metering infrastructure (AMI) technology into SAP solutions. Learn how key SAP customers have deployed smart meters and the returns they expect from their extensive investments. Listen Read More
Case Study: VAI Improves Customer Service with Business Portal
Vormittag Associates, Inc. (VAI) provides enterprise resource planning software and associated services to clients in the manufacturing, wholesale, and retail

customer service organization  Study: VAI Improves Customer Service with Business Portal Case Study: VAI Improves Customer Service with Business Portal If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. VAI is an award winning software developer and an IBM Premier Business Partner. Founded in 1978, VAI is headquartered in Long Island, New York, with branch offices in Florida, California and Illinois. In conjunction with IBM, the company designs customer driven Read More
Software as a Service beyond Customer Relationship Management and Sales
Applications are more often outsourced than infrastructure, and this is increasingly done through software as a service (SaaS). Vendors such as WebEx, Webcom

customer service organization  Financial, tax, procurement, and customer service management have also followed suit. Companies are choosing to promote SaaS-based strategic sourcing and procurement applications ahead of well-publicized CRM deployments for a number of reasons, including, globalization, Web-based collaboration, manufacturing outsourcing in far-flung regions, and distributed order management (DOM). Quiet SaaS Leaders Given this focus on information and collaboration, WebEx may very well be a leader in SaaS. Many of us Read More
Using IBM Customer Analytics Solutions to Improve Acquisition Efforts
IBM Customer Analytics solutions provide powerful but easy to use business analytics capabilities, such as predictive analytics, reporting, planning, budgeting,

customer service organization  IBM Customer Analytics Solutions to Improve Acquisition Efforts IBM Customer Analytics solutions provide powerful but easy to use business analytics capabilities, such as predictive analytics, reporting, planning, budgeting, and forecasting for both beginning and advanced users. These solutions can help you improve marketing campaigns and build profitable, long-term customer relationships. Read More
Customer Care & Billing RFI/RFP Template
General Requirements, Mediation, Provisioning, Sales and Marketing, Customer Billing, Customer Care, Packages and Promotions, Accounts Receivable, Financial

customer service organization  Billing RFI/RFP Template The Customer Care & Billing RFI/RFP Template lists and describes 2473 features and functions found in Customer Care & Billing software solutions. This Customer Care and Billing (CC&B) Template can help you save time, control costs, and communicate clearly with vendors at nearly every stage of your Customer Care & Billing software selection projects. Features and functions included in this Customer Care and Billing (CC&B) Template: General Requirements Mediation Provisioning Sales Read More
Service Performance Insight
Service Performance Insight (SPI Research) provides research, consulting, training, and business planning to professional service organizations (PSOs).

customer service organization  Performance Insight Service Performance Insight (SPI Research) provides research, consulting, training, and business planning to professional service organizations (PSOs). Read More
The Alignment-focused Organization
To close the gap between strategy, risk, and execution, companies need to build strategic alignment across all aspects of the business. Learn how your company

customer service organization  its sales, marketing, and customer service organizations, as well as for different stores. Tracking both leading and lagging indicators as well as key risk indicators, these scorecards give managers and employees a high-level, balanced overview of risk-adjusted performance against key objectives (see Figure 6). Even if lagging indicators like revenue suggest that the company is doing well today, leading indicators show that problems may lie ahead. Dashboards A dashboard is a visual display of the most Read More
Voice of Customer: Using Customer Actions That Speak
Traditional voice of customer (VoC) analytics for understanding and predicting customer behavior relies on two types of data sources—structured (customer

customer service organization  of Customer: Using Customer Actions That Speak Traditional voice of customer (VoC) analytics for understanding and predicting customer behavior relies on two types of data sources—structured (customer feedback surveys, focus groups, etc.) and unstructured (blogs, forums, etc.). Data is then organized for use by diverse teams across an organization. Read about how companies can use data captured from customer actions or on-board diagnostic (OBD) systems for VoC analytics. Read More
Field Service Management (FSM)
Field service management (FSM) software is a set of functionalities for organizations or departments within organizations that have as main focus the

customer service organization  workers require functionality for customer engagement management, service and asset management as well as workforce management. Since most activities in FSM take place outside of the office, mobility is a big component of the a FSM software solutions. Typically, FSM software is not used as a stand-alone solution, as it needs to integrate with Financials, ERP, CRM and EAM to ensure accurate data exchange. Even if its main purpose is to maintain and repair equipment, it can also be used to gather Read More
Good Customer Service Is Simple
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 organization  Customer Service Is Simple 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? Customer Service—A Simple Definition Customer service means meeting your customer’s expectations. That means you and your customer need to have a mutual understanding of what is expected and you have to deliver on that expectation. The expectation can be very high or very low; the point is that Read More
What Is Software as a Service?
Though born from the ashes of traditional hosting models, software as a service differs fundamentally from its predecessors. Its software is designed to be

customer service organization  names, see Comparing On-demand Customer Relationship Management Service Alternatives ) generally offer good solutions for standard business operations. However, by using multi-tenant architecture, which requires volumes of customers on a single instance of the database, they sometimes cannot give companies the kinds of differentiators they need to increase sales and profits or to gain market share. These differentiators follow the 80:20 rule , where 80 percent of any company is similar to its Read More
We Are All IT Users Now: Managed Service Providers, Software as a Service, and the Management of Remote Devices
The network of devices used for information, security, and daily transactions is now ubiquitous, and everyone now relies on it even if they don’t acknowledge it

customer service organization  cause widespread disruption, unhappy customers, unproductive employees, and lost business. Ensuring network availability, security, and efficiency is a job for experts who need powerful tools to carry out these tasks. Learn more. Read More
Salesforce.com Unveils Service Cloud SOS Button for Mobile In-app Support
Salesforce.com recently launched the Salesforce1 Service Cloud SOS feature that aims to revolutionize customer service and support by putting an SOS button

customer service organization  that aims to revolutionize customer service and support by putting an SOS button (similar to the Amazon Kindle Mayday button) directly inside any mobile app. With new live interactive video support and on-screen guided assistance, companies will be able to deliver instant and personalized customer service within any mobile app.   Last year, salesforce.com introduced a series of Service Cloud solutions including mobile communities, mobile chat, and knowledge base. Salesforce1 Service Cloud, salesforce.com Read More
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