-
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 performance crm:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious...
Published:
2007-12-07
-
Abstract:
A CRM solution, to be successful, has to support cross-business processes and a number of operations within the business,
from Marketing to Service, including Sales. This integration of what, historically, has been treated as very separate parts
of the organization, provides the opportunity to rethink e (...)
Excerpt related to
customer service performance crm:
A CRM solution, to be successful, has to support cross-business processes and a number of operations within the business,
from Marketing to Servic...
Published:
2003-07-10
-
Abstract:
Outmoded measures are being used to develop marketing strategies and allocate resources. Existing go to market models often
fail to consider the customer's total experience, and provides little information for planning. The solution is to reorient
performance metrics to become value-driven. (...)
Excerpt related to
customer service performance crm:
Outmoded measures are being used to develop marketing strategies and allocate resources. Existing go to market models often
fail to consider the c...
Published:
2006-03-20
-
Abstract:
Back in the early 90’s, ‘CRM’ wasn’t even a trendy acronym. You had a few players thinking beyond 'stovepipe' enterprise
applications, but not much beyond. Fast forward to 2001. CRM has gotten fat, and the fatter it gets, it becomes more difficult
to understand, more expensive to buy, more dif (...)
Excerpt related to
customer service performance crm:
Back in the early 90’s, ‘CRM’ wasn’t even a trendy acronym. You had a few players thinking beyond 'stovepipe' enterprise
applications, but not mu...
Published:
2001-08-27
-
Abstract:
Customer relationship management is a sophisticated set of customer-facing tools; however, its technology has outpaced the
management strategy used to implement it. Moreover, murky definitions and objectives have caused varying degrees of success
and failure to emerge from the same initiative. Clearly de (...)
Excerpt related to
customer service performance crm:
Customer relationship management is a sophisticated set of customer-facing tools; however, its technology has outpaced the
management strategy use...
Published:
2004-10-21
-
Abstract:
The new metrics of customer profitability, lifetime value, and wallet share are needed to supplement the traditional metrics
of market share and penetration. Typical functional components of marketing automation include customer data cleansing and
analysis tools, and campaign management systems. (...)
Excerpt related to
customer service performance crm:
The new metrics of customer profitability, lifetime value, and wallet share are needed to supplement the traditional metrics
of market share and p...
Published:
2005-08-16
-
Abstract:
For many reasons, SAS's alliance with Amdocs and partnership with Aprimo might be some of a few vendor partnerships where
customers and the vendors benefit. (...)
Excerpt related to
customer service performance crm:
For many reasons, SAS's alliance with Amdocs and partnership with Aprimo might be some of a few vendor partnerships where
customers and the vendor...
Published:
2005-08-12
-
Excerpt related to
customer service performance crm:
... to deliver the right level of customer service? Poor mid- to longer-term
planning decisions can impair the company’s daily performance, causing problems ...
Published:
2010-05-06
-
Abstract:
In today's software frenzy and with the increasing demand for applications that provide maximum return on investment, many
companies have failed to focus on subjects like reliability, downtime, and scalability. Since 1991, Touchtone Corporation
has devoted its efforts to developing and maintaining a clie (...)
Excerpt related to
customer service performance crm:
In today's software frenzy and with the increasing demand for applications that provide maximum return on investment,
many companies have failed t...
Published:
2004-06-15
-
Abstract:
To maximize the return on investment of a customer relationship management system, a new CRM best practices model should
be used. A point-based system, self-assessment model that emphasizes senior management leadership and the need to create a
culture consistent with CRM can lead to a deployment strategy (...)
Excerpt related to
customer service performance crm:
To maximize the return on investment of a customer relationship management system, a new CRM best practices model should be
used. A point-based sy...
Published:
2004-10-22
-
Abstract:
Onyx Software is one of the few direct competitors of Siebel Systems with a solid chance at long-term success in the CRM
market. A strong customer focus and a commitment to a 100% web-based architecture are just two of its critical success factors.
Find out how Onyx is staking its claim. (...)
Excerpt related to
customer service performance crm:
Onyx Software is one of the few direct competitors of Siebel Systems with a solid chance at long-term success in the CRM market.
A strong custome...
Published:
2000-12-04
-
Abstract:
Providers of complex products, systems, and services should view quote-to-order (Q2O) systems as enablers that can improve
competitive advantage. At the same time, users should remember that Q2O solutions are not necessarily advantageous for all
manufacturing departments or businesses. (...)
Excerpt related to
customer service performance crm:
Providers of complex products, systems, and services should view quote-to-order (Q2O) systems as enablers that can improve
competitive advantage. ...
Published:
2007-11-26
-
Abstract:
Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric business strategy that is enabled
by a set of applications that support customer-facing functions and management decision making. That may capture the essence
of what CRM is, but it does not begin to capture why (...)
Excerpt related to
customer service performance crm:
Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric business strategy that is enabled
by a set of applic...
Published:
2004-11-08
-
Abstract:
How to Rise Above Today's Economic Challenges: Equip Your Sales Force with Mobile CRM. Download Free IT Comparison Guides
Linked to Mobile CRM. In today’s tough economic climate, companies need their sales teams operating at peak performance. But
traditional customer relationship management (CRM) may be (...)
Excerpt related to
customer service performance crm:
How to Rise Above Today's Economic Challenges: Equip Your Sales Force with Mobile CRM. Download Free IT Comparison Guides
Linked to Mobile CRM. In ...
Published:
2010-03-11
-
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 performance crm:
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
-
Abstract:
I’m Larry Blitz, editor of TEC’s Vendor Showdown series. Today’s Showdown compares two popular mid-market CRM solutions,
Microsoft Dynamics CRM and NetSuite CRM+, head-to-head. I hope you find this showdown helpful and informative. I invite your
comments and questions at showdown@technologyevaluati (...)
Excerpt related to
customer service performance crm:
I’m Larry Blitz, editor of TEC’s Vendor Showdown series. Today’s Showdown compares two popular mid-market CRM solutions, Microsoft
Dynamics CRM an...
Published:
2009-05-15
-
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 performance crm:
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
-
Abstract:
Customer relationship management is a sophisticated set of customer-facing tools; however, its technology has outpaced the
management strategy used to implement it. Moreover, murky definitions and objectives have caused varying degrees of success
and failure to emerge from the same initiative. Clearly de (...)
Excerpt related to
customer service performance crm:
Customer relationship management is a sophisticated set of customer-facing tools; however, its technology has outpaced the
management strategy use...
Published:
2004-10-21
-
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 performance crm:
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
-
Abstract:
Hosted CRM solution can be the key of your success.Easy to read free whitepapers. How can you get the most out of a customer
relationship management (CRM) solution while reducing operating costs and increasing overall profitability? By purchasing
a hosted CRM solution that’ll provide the benefits of an (...)
Excerpt related to
customer service performance crm:
... to provide prompt customer service, accurate product support, call-center
service and proactive ... strategic insights and optimize enterprise performance.
...
Published:
2010-03-11