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Abstract:
Business strategy, a road map telling us how the business plans to be successful, does not guarantee success. Strategy execution
requires business processes that do what the strategy calls for--and do it well. In today's automated world, these business
processes rely on business systems. Therefore, a dir (...)
Excerpt related to
customer service strategy:
... If the strategy is to offer the best customer service,
those business processes that impact customer service must be effective. ...
Published:
2004-07-31
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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 strategy:
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
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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 strategy:
eLoyalty, a CRM strategy and implementation consultancy, recently partnered with ServicePower to enhance its Field Service
and Logistics practice....
Published:
2000-11-21
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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 strategy:
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
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Abstract:
During the last few years, Made2Manage has evolved from a vendor of traditional MRP/ERP software to a provider of ‘one-stop-shop’
enterprise business applications. (...)
Excerpt related to
customer service strategy:
During the last few years, Made2Manage has evolved from a vendor of traditional MRP/ERP software to a provider of ‘one-stop-shop’
enterprise busin...
Published:
2003-01-21
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Abstract:
Adonix marks its strategy with two catchwords: "growth" and "independence". It has carefully assessed and added acquisitions
to broaden Adonix X3 suite's functional scope, licenses and services; and continues nurture internal development with its
own resources. (...)
Excerpt related to
customer service strategy:
Adonix marks its strategy with two catchwords: "growth" and "independence". It has carefully assessed
and added acquisitions to broaden Adonix X3 ...
Published:
2005-09-20
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Abstract:
Aligning information technology (IT) with corporate strategy is key to maximizing the business impact of IT investments.
Tree Top's structured process of reviewing proposed IT investments will allow an enterprise to understand this alignment,
and prioritize investments. (...)
Excerpt related to
customer service strategy:
Aligning information technology (IT) with corporate strategy is key to maximizing the business impact of IT investments. Tree
Top's structured pro...
Published:
2006-04-05
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Abstract:
A customer relationship management (CRM) system is inherently valuable for supporting customer acquisition and retention
by gathering data from each contact with customers and prospects. Collecting data, however, cannot be isolated from a strategy
for actually using that data. Here is an overview of how (...)
Excerpt related to
customer service strategy:
A customer relationship management (CRM) system is inherently valuable for supporting customer acquisition and retention by
gathering data from ea...
Published:
2003-07-03
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Abstract:
Applications are more often outsourced than infrastructure, and this is increasingly done through software as a service (SaaS).
Vendors such as WebEx, Webcom, MCA Solutions, and Ariba are delivering applications as SaaS. (...)
Excerpt related to
customer service strategy:
Applications are more often outsourced than infrastructure, and this is increasingly done through software as a service (SaaS).
Vendors such as We...
Published:
2006-03-17
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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 strategy:
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:
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 strategy:
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:
With sales being the lifeblood of virtually any company, selling should be an accurately accountable process forming the
basis of overall strategic objectives. Still, the question remains: how much enterprise incentive management (EIM) do enterprises
need, and in what form? (...)
Excerpt related to
customer service strategy:
With sales being the lifeblood of virtually any company, selling should be an accurately accountable process forming the basis
of overall strategi...
Published:
2006-11-28
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Abstract:
Oracle has long moved in the direction of blurring the line between applications and infrastructure. It has leveraged the
system of record elements in application suites by applying infrastructure technologies to correlate real-time events for
improved decision-making. (...)
Excerpt related to
customer service strategy:
Oracle has long moved in the direction of blurring the line between applications and infrastructure. It has leveraged the
system of record element...
Published:
2005-03-16
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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 strategy:
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
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Abstract:
Most retailers might say that they are customer-centric, but what does that really mean? After all, there is a huge difference
between simply serving a customer and centering on a customer's specific needs and satisfaction. (...)
Excerpt related to
customer service strategy:
Most retailers might say that they are customer-centric, but what does that really mean? After all, there is a huge difference
between simply serv...
Published:
2006-06-23
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Abstract:
Collaboration between Amdocs and SAS, if truly committed to by both, should make it possible to collect and analyze information
stored in these Amdocs' systems, and deliver the conclusions and recommendations to the operator's decision-makers in the
form of graphs and practical reports. (...)
Excerpt related to
customer service strategy:
Collaboration between Amdocs and SAS, if truly committed to by both, should make it possible to collect and analyze information
stored in these Am...
Published:
2005-08-05
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Abstract:
MAPICS remains a customer-focused organization with the mantra of helping customers in select verticals become world-class
manufacturers. (...)
Excerpt related to
customer service strategy:
MAPICS remains a customer-focused organization with the mantra of helping customers in select verticals become world-class
manufacturers.
Published:
2003-10-11
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Abstract:
Significant differences exist between the new parts production supply chain and the service and replacement parts supply
chain. Companies using conventional, new product inventory methods are missing opportunities to improve efficiency and effectiveness. (...)
Excerpt related to
customer service strategy:
Significant differences exist between the new parts production supply chain and the service and replacement parts supply chain.
Companies using c...
Published:
2005-08-01
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Abstract:
Despite technological advances, users are dissatisfied with customer relationship management (CRM) systems. Ambiguous terms
do not provide the vocabulary for concrete action and measurable expectations. Thus, CRM is perceived to be about intangibles,
and is approached with a let's-hope–for-the-best men (...)
Excerpt related to
customer service strategy:
Despite technological advances, users are dissatisfied with customer relationship management (CRM) systems. Ambiguous terms
do not provide the voc...
Published:
2008-09-29
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Abstract:
The quintessential business challenge is to minimize downtime on assets while minimizing the cost of spare and replacement
parts inventory. To meet these challenges, heavy investments have been made in extensive spare ad replacement parts networks. (...)
Excerpt related to
customer service strategy:
The quintessential business challenge is to minimize downtime on assets while minimizing the cost of spare and replacement
parts inventory. To mee...
Published:
2005-07-30