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Abstract:
Customer relationship management (CRM) functionality can fall into four categories: core functionality; non-core functionality;
vertical, industry-specific features; and accounting-related features. When evaluating and selecting a CRM solution, enterprises
must be aware of the potential issues associated (...)
Excerpt related to
customer service tools:
Customer relationship management (CRM) functionality can fall into four categories: core functionality; non-core functionality;
vertical, industry...
Published:
2005-12-05
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Abstract:
Teloquent introduced a new release of its software to integrate phone and web-based customer service. (...)
Excerpt related to
customer service tools:
Teloquent introduced a new release of its software to integrate phone and web-based customer service.
Published:
2000-04-21
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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 tools:
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:
The customer relationship management (CRM) market is changing. Over half the market is served by small vendors. Fully integrated
business suites like NetSuite standalone solutions like salesforce.com, are heeding the demand for software as a service,
but they are approaching the market with very differen (...)
Excerpt related to
customer service tools:
The customer relationship management (CRM) market is changing. Over half the market is served by small vendors. Fully integrated
business suites l...
Published:
2005-12-06
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Abstract:
When a technology vendor focuses on a tightly defined market of, the value received by its customers is typically greater.
Stratyc seems to be the case in point. (...)
Excerpt related to
customer service tools:
When a technology vendor focuses on a tightly defined market of, the value received by its customers is typically greater.
Stratyc seems to be the...
Published:
2002-03-19
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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 tools:
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
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Abstract:
Tools under the business intelligence (BI) umbrella combine to convert data into information, and information into decisions
for action. Dashboards and scorecards are two such tools. Though often confused, they have functional difference, especially
in modern BI suites. (...)
Excerpt related to
customer service tools:
... The term business intelligence (BI) thus represents all the tools and systems ...
these systems will illustrate BI in the areas of customer profiling, customer ...
Published:
2005-06-28
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Abstract:
At last week's eBusiness Conference & Expo, SAP AG updated attendees on its supply chain management application, Advanced
Planner and Optimizer (APO). (...)
Excerpt related to
customer service tools:
At last week's eBusiness Conference & Expo, SAP AG updated attendees on its supply chain management application, Advanced
Planner and Optimizer (A...
Published:
1999-12-22
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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 tools:
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:
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 tools:
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:
By continuing to achieve stable financial performance and leverage customer requirements to deliver new product enhancements,
as well as undertake palatable acquisitions such as Comshare, Geac might well overcome a lingering general feeling that it
missed its opportunity to be a top-notch applications ve (...)
Excerpt related to
customer service tools:
By continuing to achieve stable financial performance and leverage customer requirements to deliver new product enhancements,
as well as undertake...
Published:
2003-08-12
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Abstract:
Chemical company H.B. Fuller has leveraged the Internet to improve their level of customer service. (...)
Excerpt related to
customer service tools:
Chemical company HB Fuller has leveraged the Internet to improve their level of customer service.
Published:
2001-09-15
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Abstract:
While IQMS resembles many of its peers from the lower-end of the enterprise applications market, IQMS can tout its comprehensive
one-source delivery and services and implementation methodology as its differentiating trait. (...)
Excerpt related to
customer service tools:
While IQMS resembles many of its peers from the lower-end of the enterprise applications market, IQMS can tout its comprehensive
one-source delive...
Published:
2005-04-05
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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 tools:
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:
Onyx Software is a CRM vendor that competes in the mid-market. Onyx considers implementation risk, implementation time, and
distribution strategy to be significant competitive variables. The result is a clearly defined ASP strategy that emphasizes
forging quality relationships with a few ASPs. (...)
Excerpt related to
customer service tools:
Onyx Software is a CRM vendor that competes in the mid-market. Onyx considers implementation risk, implementation time, and
distribution strategy ...
Published:
2000-10-18
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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 tools:
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:
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 tools:
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
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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 tools:
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
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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 tools:
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:
Siebel is making a big push into the mid-market with the introduction of eBusiness 2000 MidMarket Edition. This product
promises mid-size businesses a more affordable, scaled down version of Siebel’s top tier application suite. (...)
Excerpt related to
customer service tools:
Siebel is making a big push into the mid-market with the introduction of eBusiness 2000 MidMarket Edition. This product promises
mid-size busines...
Published:
2000-08-21