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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:
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
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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 performance:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious...
Published:
2007-12-07
-
Excerpt related to
customer service performance:
... 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:
This article describes the unique challenges of the service supply chain, provides a framework for understanding the service
management decision hierarchy, and highlights the dramatic value proposition available to companies that deploy advanced service
strategies and decision-support tools to address th (...)
Excerpt related to
customer service performance:
This article describes the unique challenges of the service supply chain, provides a framework for understanding the service
management decision h...
Published:
2004-06-22
-
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:
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:
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:
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
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Abstract:
Users with outdated warehouse management systems (WMS) who want the latest technology available and the next generation of
transportation and logistics software should place RedPrairie on a shortlist of SCE vendors. Blossoming RedPrairie has offered
its prospects a risk/gain-sharing arrangements. In oth (...)
Excerpt related to
customer service performance:
Users with outdated warehouse management systems (WMS) who want the latest technology available and the next generation of
transportation and logi...
Published:
2003-01-07
-
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:
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:
... Forecast and actual customer orders (that are in ... service
level agreement (SLAs) in case of service. ... and distribution supply chains’ performance
is measured ...
Published:
2010-04-01
-
Abstract:
The business of transporting goods is risky, complex, and effort-intensive. Despite the continuing rise in fuel prices, employee
salaries, and other overhead costs, transporters often face the prospect of providing their services at lower rates. How can
transporters survive in such a difficult business c (...)
Excerpt related to
customer service performance:
The business of transporting goods is risky, complex, and effort-intensive. Despite the continuing rise in fuel prices, employee
salaries, and oth...
Published:
2008-02-06
-
Abstract:
Amdocs recently announced a complete revamp of its marketing philosophy and its offering to its customers, which it believes
to be the most important shift since the company's initial public offering in 1998. (...)
Excerpt related to
customer service performance:
Amdocs recently announced a complete revamp of its marketing philosophy and its offering to its customers, which it believes
to be the most import...
Published:
2005-08-04
-
Abstract:
For some reason, once a product moves into the retail channel, most manufacturers lose control. The retailer abdicates responsibility.
When faced with a problem, the consumer is alone! What happened to the lifetime value of the customer? This article examines
the lapses and promises in providing service (...)
Excerpt related to
customer service performance:
For some reason, once a product moves into the retail channel, most manufacturers lose control. The retailer abdicates responsibility.
When faced ...
Published:
2004-11-02
-
Abstract:
Click Commerce recognizes that the SCM playing field is highly competitive and fragmented. However, it believes it will remain
competitive because its composite applications will create business process solutions that follow the current trend toward
integrated suites of best-of-breed applications. (...)
Excerpt related to
customer service performance:
Click Commerce recognizes that the SCM playing field is highly competitive and fragmented. However, it believes it will remain
competitive because...
Published:
2006-05-08
-
Abstract:
As the contest for the lower-end of the market intensifies, SAP is further honing a twofold strategy of promulgating its
mySAP All-in-One vertical offerings for the higher-end of the mid-market, while offering the SAP Business One product to appeal
to smaller enterprises with less complex processes. Soft (...)
Excerpt related to
customer service performance:
As the contest for the lower-end of the market intensifies, SAP is further honing a twofold strategy of promulgating its mySAP
All-in-One vertical...
Published:
2004-05-07
-
Abstract:
Understanding market drivers is key to managing customer behavior. To do this, organizations must state and qualify their
assumptions about the real drivers of sales performance. An improvement strategy can then be created, and with integrated
budgets, success metrics, etc. (...)
Excerpt related to
customer service performance:
Understanding market drivers is key to managing customer behavior. To do this, organizations must state and qualify their
assumptions about the re...
Published:
2006-03-22
-
Abstract:
To ensure a positive customer experience, companies must first learn what their customer values, and then determine how they
are measuring up to those values. Obtaining and taking action on customer feedback is what customer experience management
is all about. (...)
Excerpt related to
customer service performance:
To ensure a positive customer experience, companies must first learn what their customer values, and then determine how they
are measuring up to t...
Published:
2007-02-28
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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 performance:
Developing the competitive edge involves information gathering and communicating. Using a continuous feedback loop that incorporates
sales, servic...
Published:
2005-02-16
-
Abstract:
Moving to a performance-based service business model will have huge implications for the whole value chain. Its principle
is to manage for outcomes—procure performance rather than parts and people. It requires total business process reorientation
from services and maintenance through procurement techn (...)
Excerpt related to
customer service performance:
Moving to a performance-based service business model will have huge implications for the whole value chain. Its principle
is to manage for outcom...
Published:
2004-06-22
-
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 performance:
Customer relationship management (CRM) functionality can fall into four categories: core functionality; non-core functionality;
vertical, industry...
Published:
2005-12-05
-
Abstract:
Embedded knowledge exists in the supply chain to understand and unlock customer value. Integrating the chain is crucial to
aligning the goals of customers and provider. (...)
Excerpt related to
customer service performance:
Embedded knowledge exists in the supply chain to understand and unlock customer value. Integrating the chain is crucial to
aligning the goals of c...
Published:
2004-11-02