-
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 support:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initi...
Published:
2009-09-04
-
Abstract:
Dell Computer announced its plans to provide Internet-based, automated customer support. (...)
Excerpt related to
customer service support:
... will provide, over the Internet, advanced customer support capabilities
that ... Digital Equipment Corporation, (ostensibly for its service/support
division) has ...
Published:
1999-09-03
-
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 support:
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:
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 support:
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:
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 support:
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
-
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 support:
MAPICS has consistently scored above average in the following customer-service & support
benchmarks: reliability, quality of support, vendor stabi...
Published:
1999-09-01
-
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 support:
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:
While the ERP mid-market has seen more vibrant intra-market merger & acquisition activity during 2001, it appears that 2002
will, for some more tenacious Tier 2/Tier 3 vendors, be the year of delivering products under their own steam as to counteract
the onslaught by Tier 1 vendors and mid-market juggern (...)
Excerpt related to
customer service support:
While the ERP mid-market has seen more vibrant intra-market merger & acquisition activity during 2001, it appears that
2002 will, for some more te...
Published:
2002-04-19
-
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 support:
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
-
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 support:
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
-
Abstract:
The growing pressure for improving customer responsiveness and profits has lately changed the traditional role of supply
chain management (SCM) of spare and replacement parts. (...)
Excerpt related to
customer service support:
The growing pressure for improving customer responsiveness and profits has lately changed the traditional role of supply chain
management (SCM) of...
Published:
2005-07-28
-
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 support:
eLoyalty, a CRM strategy and implementation consultancy, recently partnered with ServicePower to enhance its Field Service
and Logistics practice....
Published:
2000-11-21
-
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 support:
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:
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 support:
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:
Chemical company H.B. Fuller has leveraged the Internet to improve their level of customer service. (...)
Excerpt related to
customer service support:
Chemical company HB Fuller has leveraged the Internet to improve their level of customer service.
Published:
2001-09-15
-
Abstract:
TEC recently reviewed Maximizer Enterprise 8. Tailored to the latest Internet technology, the offering is aggressively priced.
Rich functionality is offered in a three-module structure that continues to compete in the demanding "best fit," customer
relationship management, small and medium enterprise mar (...)
Excerpt related to
customer service support:
TEC recently reviewed Maximizer Enterprise 8. Tailored to the latest Internet technology, the offering is aggressively priced.
Rich functionality ...
Published:
2004-09-23
-
Abstract:
Improved service management boosts revenue from both service offerings and new product sales, while improved customer service
and enhanced offerings increase customer retention, and draw new service business, providing an additional, low risk and likely
repeated revenue stream over a long period of owner (...)
Excerpt related to
customer service support:
Improved service management boosts revenue from both service offerings and new product sales, while improved customer service
and enhanced offerin...
Published:
2005-08-02
-
Abstract:
Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers
and partners with higher levels of service while increasing Great Plains’ operational efficiency. Here’s how Great Plains
uses the web to augment its technical support services. (...)
Excerpt related to
customer service support:
Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers
and partners with highe...
Published:
2000-12-05
-
Abstract:
Adobe’s support site receives approximately 1.3 million client inquiries per month and has been in need of an automated response
system to decrease escalating support costs. (...)
Excerpt related to
customer service support:
... customer of IslandData's ExpressResponse, a commercial service
that automates the process of quickly reading and responding to end user e-mail and web support ...
Published:
2000-04-05
-
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 support:
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