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Abstract:
Maximizing profit by providing top-quality service at minimum cost is no longer optional – it’s imperative. Reducing the
cost of service while keeping customers happy is the primary objective of customer service organizations. Customer relationship
management (CRM) applications help you streamline cu (...)
Excerpt related to
customer service satisfaction:
Service: Reduce Cost While Maintaining Customer Satisfaction. ...
Download <strong>Service: Reduce Cost While Maintaining Customer Satisfaction</strong>.
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Published:
2010-09-01
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Abstract:
If you don't measure it, you can't improve it. For owners, the traditional measure is profit. For customer satisfaction, the
perfect order index is useful. Manufacturers and distributors must keep two groups satisfied—customers and owners. They are
connected—what improves the satisfaction of one group (...)
Excerpt related to
customer service satisfaction:
If you don't measure it, you can't improve it. For owners, the traditional measure is profit. For customer satisfaction,
the perfect order index is...
Published:
2011-02-01
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Abstract:
MAPICS has consistently scored above average in the following customer-service & support benchmarks: reliability, quality
of support, vendor stability, ease of doing business, and affiliate product and industry knowledge. However, limited platform
support means that AS/400 products will contribute more t (...)
Excerpt related to
customer service satisfaction:
MAPICS has consistently scored above average in the following customer-service & support benchmarks: reliability, quality
of support, vendor stabi...
Published:
1999-09-01
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Abstract:
Compaq rises, IBM falls, but Dell remains master of the desktop domain. (...)
Excerpt related to
customer service satisfaction:
Compaq rises, IBM falls, but Dell remains master of the desktop domain.
Published:
2000-06-02
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Abstract:
Organizations often rely on surveys and questionnaires to determine customer satisfaction ratings, but such methods merely
offer a perceived customer rating. Obtaining a realistic measure of customer satisfaction involves computing a metric based
on a composite customer satisfaction rating system. (...)
Excerpt related to
customer service satisfaction:
Organizations often rely on surveys and questionnaires to determine customer satisfaction ratings, but such methods merely
offer a perceived custo...
Published:
2009-04-13
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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 satisfaction:
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:
Most companies salute good customer service as a key objective. But in its simplest form, what is good customer service?
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? Olin T (...)
Excerpt related to
customer service satisfaction:
Most companies salute good customer service as a key objective. But in its simplest form, what is good customer service? Outstanding
customer serv...
Published:
2010-11-26
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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 satisfaction:
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:
eLoyalty, a CRM strategy and implementation consultancy, recently partnered with ServicePower to enhance its Field Service
and Logistics practice. ServicePower is a small vendor that develops dispatch optimization software. eLoyalty will use ServicePower’s
software to incorporate dispatch optimizatio (...)
Excerpt related to
customer service satisfaction:
eLoyalty, a CRM strategy and implementation consultancy, recently partnered with ServicePower to enhance its Field Service
and Logistics practice....
Published:
2000-11-21
-
Excerpt related to
customer service satisfaction:
... line business drivers, by reducing (excess and obsolete) inventory, lowering support costs and improving
service levels to maximize customer satisfaction. ...
Published:
2008-03-05
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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 satisfaction:
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:
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 satisfaction:
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:
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 satisfaction:
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:
Find out In the Aberdeen executive survey report, Multi-Channel Service Delivery. (...)
Excerpt related to
customer service satisfaction:
... customer satisfaction and retention; reduce costs; increase revenues;
boost productivity. Today's contact centers handle just 35 percent of incoming service ...
Published:
2011-06-13
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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 satisfaction:
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:
Chemical company H.B. Fuller has leveraged the Internet to increase their ability to sell. (...)
Excerpt related to
customer service satisfaction:
Chemical company HB Fuller has leveraged the Internet to increase their ability to sell.
Published:
2001-10-01
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Abstract:
Welcome to TEC's Vendor Spotlight series. This installment focuses on KANA Software, a company founded in 1996 that has evolved
from e-mail management into service experience management. See how KANA's software and service offerings help more than 600
customers manage the entire customer service lifecycl (...)
Excerpt related to
customer service satisfaction:
... offerings help more than 600 customers manage the entire customer service
lifecycle, from initial customer contact through to satisfaction survey responses or ...
Published:
2011-04-26
-
Abstract:
Welcome to TEC's Vendor Spotlight series. This installment focuses on KANA Software, a company founded in 1996 that has evolved
from e-mail management into service experience management. See how KANA's software and service offerings help more than 600
customers manage the entire customer service lifecycl (...)
Excerpt related to
customer service satisfaction:
... offerings help more than 600 customers manage the entire customer service
lifecycle, from initial customer contact through to satisfaction survey responses or ...
Published:
2011-04-26
-
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 satisfaction:
... Additional benefits of SLM include reduced costs of servicing products and increased customer
satisfaction. Service Lifecycle Management is a promising ...
Published:
2003-06-11
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Abstract:
Odom’s Tennessee Pride Sausage, Inc. wanted to improve operations and customer service. Their ERP and SCM technology solution
resulted in a fifteen-month project with a three-year payback period. (...)
Excerpt related to
customer service satisfaction:
Odom’s Tennessee Pride Sausage, Inc. wanted to improve operations and customer service. Their ERP and SCM technology solution
resulted in a fifte...
Published:
2001-09-21