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Good Customer Service Is Simple
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 standards  means being consistent. Your customer has to be confident that you will always keep your promises. Of course, things happen (it does snow in winter, for example), and when you cannot keep a promise, they expect to learn about the problem as early as possible so they can adjust accordingly. They need to trust that you will notify them as soon as possible. Being dependable also means being predictable. If a need or problem arises on their side of an interaction, they want to be able to predict what you 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 standards


A Product Note: Attensity and the Voice of the Customer
Attensity has found a way to truly capture the voice of the customer with its new breed of customer experience management (CEM) solutions. TEC analyst Jorge

customer standards  the Voice of the Customer About Attensity Attensity , an organization with more than 10 years of experience in the customer intelligence market, provides solutions for analysis of unstructured data and offers a new breed of Customer Experience Management (CEM) solutions. The company is headquartered in Palo Alto, California, with offices throughout the United States, Germany, and the United Kingdom. As customer conversations can be used to enhance an organization’s products and services, Attensity has d Read More...
Voice-Over-Broadband Standards on the Horizon
Voice-Over Broadband standards are on the horizon. Today General Bandwidth, Inc. and Efficient Networks announced a business alliance to test interoperability

customer standards  gateway designed for the customer premise market. General Bandwidth announced a strategic business alliance with Efficient Networks, Inc. (NASDAQ:EFNT) to begin testing compatibility between Efficient's SpeedStream DSL product line and General Bandwidth's G6 broadband voice gateway. Market Impact The core of the business alliance formed between General Bandwidth, Inc. and Efficient Networks is their agreement to develop and endorse standardization of Voice-Over-Broadband. This standardization will bring t Read More...
Ariba Successes Highlight Standards Wars
California based Ariba saw its stock rise 20% (by 17.88 points to 107.88) on August 11, with continued rises into the low 120's for the rest of the week.

customer standards  inevitable rough edges, its Customer Service and Technical Support operations rack up the same level of achievement as do Sales and Marketing. User Recommendations Users moving into the Procurement space will certainly want to consider Ariba as a possible partner. Those most interested will be ones for whom the vendor partnerships present significant opportunities or leverage on existing relationships. However, for most users the field is wide open and vendor selection needs to be approached cautiously. Read More...
Customer Choices for Achieving Growth
Some will say that the Big Few are in for quite a gamble, given that these market leaders are to introduce a product or concept that directly challenges the

customer standards  proposition like a large customer base or a non-emulated vertical solution. Otherwise it will face oblivion. If a publicly traded vendor that does not want to be acquired, then the vendor needs to think of some defensive moves prevent acquisition. Going private, which is possible through an infusion of private funding, repurchasing outstanding shares to ensure majority voting power. Maintaining only a necessary level of cash, resorting to the poison pill shareholders provision, merging with a peer as Read More...
Perfect Orders: Improving Customer Satisfaction and Financial Results
Manufacturers and distributors must keep two groups satisfied—customers and owners. They are connected—what improves the satisfaction of one group can impact

customer standards  Orders: Improving Customer Satisfaction and Financial Results The management of any company has two key groups to satisfy. The first is customers. If your customers are not satisfied, they stop buying your product. The second group is owners (shareholders, co-op members, family, etc). If this group is not satisfied, management is replaced or the business is sold or even shut down. Dissatisfaction on the part of either of these groups is a major pain for management. To improve the satisfaction of Read More...
Laying the Foundation for Customer Data Integration
For increased revenues and improved profitability, customer data integration (CDI) should be a vital part of your business processes. CDI, unlike customer

customer standards  the Foundation for Customer Data Integration For increased revenues and improved profitability, customer data integration (CDI) should be a vital part of your business processes. CDI, unlike customer relationship management (CRM), can deliver a valuable single view of a customer, without necessitating yet another complex system needing vast technical and organizational effort. Learn about CDI’s core capabilities, and which style of CDI is your best match. Read More...
Voice of the Customer Analytics
Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of

customer standards  of the Customer Analytics Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of business objectives, then act upon it to drive change. These solutions can provide an organization with critical data for rapid, targeted decision making, by analyzing and combining customer data from both direct (speech analytics, chat, e-mail) and indirect sources (social media) to gain a holistic view of the customer 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 standards  Lexicon for Customer Relationship Management Success User Dissatisfaction with Customer Relationship Management The customer relationship management (CRM) industry is approaching a ten year anniversary. Despite its longevity, there continues to be a pervasive sense of dissatisfaction within the end user community relative to CRM's perceived delivered value. There are three fundamental factors contributing to this: The industry fails to articulate a clear picture of the value it provides outside of the Read More...
MAPICS: Will Customer Satisfaction be Enough?
MAPICS has consistently scored above average in the following customer-service & support benchmarks: reliability, quality of support, vendor stability, ease of

customer standards  Will Customer Satisfaction be Enough? Vendor Summary MAPICS, Inc., headquartered in Atlanta, GA, is a leading global provider of enterprise business software for mid-size discrete and batch-process manufacturing enterprises and large corporate divisions. MAPICS revenues in fiscal 1998 were $130 million. IBM launched MAPICS II (Manufacturing Accounting and Production Information Control System) software in 1978. It was the first MRP system commercially available for manufacturing enterprises and held Read More...
Rethinking Customer Service: The Call Center as Corporate Information Hub
At most companies, the customer service department’s primary goal has been to manage complaints as cheaply as possible, not to build enduring relationships with

customer standards  Customer Service: The Call Center as Corporate Information Hub At most companies, the customer service department’s primary goal has been to manage complaints as cheaply as possible, not to build enduring relationships with customers. This e-book looks at how the call center can help drive a proactive, rather than reactive, approach to business. Experts from the call center world share strategies and shifts that must take place within companies if they are to be vital and nimble in the 21st Read More...
The Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010
This paper evaluates various service software solutions for customer service and business process professionals to create differentiated customer experiences

customer standards  Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010 This paper evaluates various service software solutions for customer service and business process professionals to create differentiated customer experiences and build stronger buyer loyalty. Customers are increasingly online, want self-service options, and demand real-time responses. Also, social media has grown to be an important new channel for interacting with customers and engaging in innovative ways. Read More...
Recession? Steal Market Share by Increasing Customer Service!
During a recession, don’t follow the cost-cutting crowd. Of course, be frugal, but in areas that don’t touch the customer. Forget what everyone else is doing

customer standards  Market Share by Increasing Customer Service! Most challenges your business encounters will be easier to deal with if you have loyal customers. Through continuous, real-time customer feedback, you'll be better positioned to provide the right solutions, differentiate your services, benchmark your performance, prioritize pressing issues, spot emerging trends, and more. Source : Mindshare Technologies Resources Related to Recession? Steal Market Share by Increasing Customer Service! : Customer Service Read More...
Delivering Superior Customer Value in Insurance
Effective management of customer data is a critical success factor for insurers. To provide products and service that stand out from the crowd, insurers need a

customer standards  Superior Customer Value in Insurance Effective management of customer data is a critical success factor for insurers. To provide products and service that stand out from the crowd, insurers need a 360-degree view of each customer that covers his or her entire experience with the company. Read this white paper on how information technology that supports tightly integrated, end-to-end business processes can increase insurer responsiveness and customer loyalty. Read More...

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