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Customer Focused Self-service: Building the Balanced Business Case
Countless customers are engaging in self-service, in the process helping companies save millions by deflecting service interactions to cheaper channels. At many

customer service sample  taking control of their customer service interactions. By 2010, says Gartner, self-service will account for 58% of interactions.ii At the product level, commoditization is taking hold. Looking for new avenues of competitive advantage, companies are enhancing pre and post-sale services to improve the customer experience. More importantly, customers will reward the company able to provide a better service experience. A recent study shows that 99% of U.S. adults said that, if they had a positive customer 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 sample


Dell Tops in Customer Satisfaction
Compaq rises, IBM falls, but Dell remains master of the desktop domain.

customer service sample  recent efforts toward improving customer service and satisfaction, has pulled away from the rest of the pack and stands alone with rival Dell. Dell & Compaq are also virtually tied in the number of sample respondents, as one would expect given their close position in the U.S. desktop PC market. This is good news for Compaq - it continues to build market share, growing at only 19% annually. [For a broader overview of the desktop market, please see TEC's article Desktop PC's: Meet the New Boss .] Gateway Read More
Web 2.0: “Code Free” Siebel Web Service Integration
One of the most challenging areas in any Siebel implementation has traditionally been setting up and maintaining interfaces between Siebel and other back-end

customer service sample  XML | UCM Universal Customer Master | UCM Web Service | UCM Web Services White Paper | UCM Services Web Projects | UCM Integrate Web Services | UCM Use Web Services | UCM Web Services for Apps | UCM Web Services to Build | UCM Webservice | UCM Web Services Architecture | UCM Web Services Glossary | UCM Basic Web Services | UCM Web Services Platform | UCM Term Web Services | UCM Creating Web Services | UCM Web Services Definition | UCM Web Services Developer Center | UCM Web Services Industry | UCM Web Ser Read More
Service Productization
Productization of services is accomplished by associating tangible features with intangible service offerings. Tangible features may take the form of personnel,

customer service sample  service cost | service customer | service define | service definition | service development | service document | service documentation | service evaluation | service framework | service global | service implementation | service industry | service information system | service information systems | service information technology | service issues | service knowledge | service knowledge management | service maintenance | service management | service manufacturing | service marketing | service method | Read More
Listen and Learn: Improving Operations by Using Customer Feedback
Customer service means being aware of needs, problems, and fears. Studies have shown that the cost of acquiring a customer is seven to ten times that of

customer service sample  Customer Satisfaction Feedback , Customer Service Feedback , Direct Customer Feedback , Effective Customer Feedback , Free Customer Feedback , Get Customer Feedback , Good Customer Feedback , Internal Customer Feedback . Customer service means being aware of needs, problems, fears and aspirations. Numerous studies have shown that the cost to acquire a new customer is five to ten times the amount of retaining an existing customer. And according to several Harvard professors,1 even a 5% improvement in Read More
4 Steps to Choosing the Right Device for Field Service Mobility
Choosing the right device for field service management needs is not easy. This white paper will guide you through the different factors, including your

customer service sample  technology outlook, how a customer’s perceptions of you might be affected by the device, and how the hardware features make your employees more efficient. Know the four steps to consider for choosing the right device for your field service mobility needs. Read More
The Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010
This paper evaluates various service software solutions for customer service and business process professionals to create differentiated customer experiences

customer service sample  Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010 This paper evaluates various service software solutions for customer service and business process professionals to create differentiated customer experiences and build stronger buyer loyalty. Customers are increasingly online, want self-service options, and demand real-time responses. Also, social media has grown to be an important new channel for interacting with customers and engaging in innovative ways. Read More
Delivering Superior Customer Service through Multiple Channels
Find out In the Aberdeen executive survey report, Multi-Channel Service Delivery.

customer service sample  Superior Customer Service through Multiple Channels Delivering Superior Customer Service through Multiple Channels With multiple new channels of communication that bypass the traditional contact center, what's the most effective way to manage your customer service? Find out In the Aberdeen executive survey report, Multi-Channel Service Delivery . You'll discover how best-in-class companies are leveraging tools like social media, customer Web portals, live chat, SMS, technical boards and forums, Read More
Epicor for Service Enterprises
Epicor for Service Enterprises is an intuitive and comprehensive enterprise service automation (ESA) solution. It manages and streamlines virtually every

customer service sample  for Service Enterprises Epicor for Service Enterprises is an intuitive and comprehensive enterprise service automation (ESA) solution. It manages and streamlines virtually every aspect of your service organization—from bid management, engagement delivery, and resource management, to project accounting, portfolio management, and beyond—all within a single solution. Introduced in June 2003, Epicor for Service Enterprises builds on an Epicor investment in professional services automation (PSA) and Read More
Predictive Service Excellence for Printers: An Overview of Remote Service Platforms for Printer and Copier Devices
Networked printers and multifunction peripherals often require a high level of support and manual intervention. Secure remote monitoring platforms reduce device

customer service sample  relationships that can drive customer loyalty. Read More
Optimal Service-parts Management
Today’s service-parts organizations, such as those in the aerospace and defense, automotive, agricultural, heavy equipment, and industrial machinery industries,

customer service sample  and profit growth. Increasing customer demands and a dynamic marketplace are forcing these organizations to operate at new levels of flexibility and responsiveness, to address customer requirements and attain targeted profit margins. Read More
E-Business Customer Service Success at H.B. Fuller Company
Chemical company H.B. Fuller has leveraged the Internet to improve their level of customer service.

customer service sample  Business Customer Service Success at H.B. Fuller Company Company Issue    H.B. Fuller Company is a global specialty chemicals manufacturer with annual sales in excess of $1.3 Billion. The company markets and manufactures thousands of products-including adhesives, sealants, and coatings-used in products ranging from automobiles to envelopes, and cereal boxes to satellites. H.B. Fuller sells to customers directly and through distributors in more than 100 countries. H.B. Fuller North America (HBF NA) is 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 sample  (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
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 sample  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

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