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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 survey questions  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 survey questions


Experiencing the Customer Experience: Listening to, Learning from, and Acting on the Voice of the Customer
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

customer service survey questions  four value drivers as Customer Service , Store Setup and Training , Order Handling , and in-store Merchandising . Benjamin Studios also sought additional feedback on overall value and satisfaction to create its scorecard. The store managers were asked to rate their satisfaction with the overall value for the items listed on a scale from one to ten (with one being equal to no value at all, and ten being equal to outstanding value that exceeds expectations). As you can see from the actual results, Read More
Six Sigma for IT Service Level Management
Industry analysts, Enterprise Management Associates (EMA), recently conducted research to understand how widespread the acceptance of Six Sigma is for managing

customer service survey questions  now a given and customer satisfaction-both internal and external-is more important than ever. Service level management (SLM) has emerged as a requirement for nearly all IT organizations. SLM is the process of managing IT resources from a business perspective. Priorities aligned with business goals are defined and commitments are made to achieve particular service levels using an instrument called the service level agreement (SLA) . Specific service commitments can be many in any given SLA and are called Read More
Improving Customer Relationships: An Integrated Approach
It’s a simple idea: get a better understanding of your customers’ wants and needs, deliver on their expectations, and your revenue will increase. But more than

customer service survey questions  delays reflect poorly on customer service agents? “The sales guy knows it’s important to get along with the purchasing agent,” says Ben Ball, senior vice-president of Dechert-Hampe, a consultancy based in Northbrook, Illinois. “Make him understand that what other people think matters too.” Offer incentives. By rewarding departments and individual employees for meeting targets and improving CRM success rates, departments will be encouraged to work together. Create an incentive scheme, and make Read More
A Lexicon for Customer Relationship Management Success
Despite technological advances, users are dissatisfied with customer relationship management (CRM) systems. Ambiguous terms do not provide the vocabulary for

customer service survey questions  a common database between customer service and sales force automation (SFA). The SFA industry picked up on this idea and soon there was massive consolidation among SFA, customer service, and field service software providers. Each vendor (left standing) claimed to have an integrated set of capabilities and the phrase customer relationship management became a bi-word in the world of technology. On a separate path, Peppers and Rogers (currently a strategic division of Carlson Marketing) popularized one to Read More
ERP Buyer's Guide: 10 Tough Questions to Ask
10 questions to ask before you buy ERP lays out the most important questions to ask when researching ERP vendors and their products.

customer service survey questions  For assistance, please contact customer service. Hours: 8:00 AM to 5:30 PM EST. Phone: 514-954-3665, ext. 367. 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 survey questions  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
Providing the Total Customer Experience with IBM Predictive Customer Intelligence


customer service survey questions  the Total Customer Experience with IBM Predictive Customer Intelligence Read More
Optimizing ITIL with SRM Service Resolution Management for the Next-generation Service Desk
IT organizations today are faced with the constant pressure of reducing costs at the service desk, while at the same time ensuring optimal customer service. To

customer service survey questions  same time ensuring optimal customer service. To accelerate their IT infrastructure library (ITIL) initiatives, many are implementing service resolution management (SRM) systems. With the addition of SRM, these organizations can address the core issues required to operate an efficient and strategic service desk. Read More
Market Landscape Report: Field Service Management
If you have a mobile, customer-facing workforce, you need field service management (FSM) software. An FSM solution provides essential functionality—from

customer service survey questions  work order management, to customer engagement—that’s missing from most ERP and CRM systems. Get a comprehensive overview of the FSM space, and learn about key functionality, major vendors, and the latest market trends in this market landscape report. Read More
Symantec 2011 SMB Disaster Preparedness Survey Report
Discover how to protect your company in the Symantec 2011 SMB Disaster Preparedness Survey Report.

customer service survey questions  For assistance, please contact customer service. Hours: 8:00 AM to 5:30 PM EST. Phone: +1 514-954-3665, ext.367. Read More
The Rising Financial Importance of Service
For the Best-in-Class, service is a profit center and a competitive differentiator. As a result, these organizations are yielding soaring financial results

customer service survey questions  best-in-class service to their customers. 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 survey questions  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
Voice of Customer: Using Customer Actions That Speak
Traditional voice of customer (VoC) analytics for understanding and predicting customer behavior relies on two types of data sources—structured (customer

customer service survey questions  of Customer: Using Customer Actions That Speak Traditional voice of customer (VoC) analytics for understanding and predicting customer behavior relies on two types of data sources—structured (customer feedback surveys, focus groups, etc.) and unstructured (blogs, forums, etc.). Data is then organized for use by diverse teams across an organization. Read about how companies can use data captured from customer actions or on-board diagnostic (OBD) systems for VoC analytics. Read More
VSI Putting Its Service Management Feelers Out
Enterprise resource planning (ERP) solution providers are beginning to recognize that manufacturing companies now view aftermarket service as a strategic

customer service survey questions  they cement a valued customer experience. Enterprise resource planning (ERP) solution providers are beginning to recognize that manufacturing companies now view aftermarket service as a strategic initiative. Along these lines, several ERP firms have announced partnerships with Vertical Solutions Inc. (VSI) to extend their solutions for companies to connect back-office and service operations. VSI develops VServiceManagement (VSM) , a post-sales service management solution that manages the entire service li Read More

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