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Building a Customer-centric Enterprise Knowledge Base for Improved Customer Support
Within an organization, knowledge bases (KBs) of known product issues and their resolutions are typically created and managed by customer support teams. Their

customer support  Knowledge Base for Improved Customer Support Within an organization, knowledge bases (KBs) of known product issues and their resolutions are typically created and managed by customer support teams. Their obvious use is to maintain different types of methods for addressing various client issues. KBs thus become an important tool in an organization’s armamentarium used for supporting its customers. But clients are unable to access these resources directly—rather they need to go through a 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 support


Dell Unveils Internet-Enabled Customer Support Strategy
Dell Computer announced its plans to provide Internet-based, automated customer support.

customer support  Unveils Internet-Enabled Customer Support Strategy Dell Unveils Internet-Enabled Customer Support Strategy R.A. Krause - September 3rd, 1999 Event Summary On August 25th, Dell Computer Corporation said it will provide, over the Internet, advanced customer support capabilities that will eventually help all Dell systems detect, diagnose and resolve most of their own problems automatically without human interaction. Market Impact Dell is getting in early on the overall electronic support marketplace, Read More
Spinnaker Support Announces New SAP Third-party Maintenance Customer
Spinnaker Support, a a provider of third-party maintenance for JD Edwards and SAP products, announced D+M Group as its latest customer. This win has multiple

customer support  Spinnaker to have a customer that has “crossed-over” to the third-party maintenance world. Sometimes the initial leap to stop receiving support from the ERP vendor itself can be the most difficult for a company using ERP. This win certainly adds to Spinnaker’s cred in the market. TEC blog post (Aug 2012): “Out of Touch” ERP Vendors Means Third-party Support Is Here to Stay Read More
Bad Customer Support Is Not a Software Problem
A couple of days ago, my laptop decided (all on its own) to jump off my desk.Lucky for me, it survived almost completely undamaged except for a broken latch

customer support  Customer Support Is Not a Software Problem A couple of days ago, my laptop decided (all on its own) to jump off my desk. Lucky for me, it survived almost completely undamaged except for a broken latch, which seemed easy enough to fix. So I decided to order the replacement part and fix it myself. Since I didn’t know exactly what part I needed to order, I started by calling the vendor’s Technical Service number. I described the problem and asked if the rep could tell me what part I needed, whether it Read More
Social CRM: Customer Relationship Management in the Age of the Socially-empowered Customer
Most of your customers and prospects expect you to be involved in social media@and they’ll be more likely to do business with you if you are. So how do you

customer support  | Customer Strategy | Customer Support System | Customer Systems | Customer Technology | Customer Tools | Customer Value | Customer Value Management | Customers | Customers Relationship Management | Deploy CRM Software System | Deploy CRM Structure | Deploy CRM System | Deploy CRM System Model | Deploy CRM System Process | Deploy CRM System Solutions | Deploy CRM Tools | Deploying CRM Software System | Deploying CRM Structure Model | Deploying CRM System | Deploying CRM System Model | Deploying CRM Read More
Lessons from the Leading Edge of Customer Experience Management
Companies can no longer afford to wait for the perfect data or technology or process to present itself before making customer experience management a strategic

customer support  the Leading Edge of Customer Experience Management Companies can no longer afford to wait for the perfect data or technology or process to present itself before making customer experience management a strategic priority. Customer experience efforts need enterprise-wide visibility and focus to last. Here are six lessons from leading-edge companies—learn what they’re doing right. Read More
Industry Support in WCM
If you're looking for web content management systems (WCM), I have some stats that might help you key into the features you'd expect to come standard.Here

customer support  Support in WCM If you're looking for web content management systems (WCM), I have some stats that might help you key into the features you'd expect to come standard. Here is how vendors offering web content management systems support the functionality in our model of WCM systems. These stats are based on the averages of 11441 product functionality ratings of the vendors published within our WCM knowledge base. We model WCM systems on a hierarchy of functionality within the following categories. Read More
Customer Centricity: The Devil Lies in the Details
The purpose of this white paper is to help readers understand the importance of customer-centricity in today's highly competitive and constantly evolving

customer support  Centricity: The Devil Lies in the Details The purpose of this white paper is to help readers understand the importance of customer-centricity in today's highly competitive and constantly evolving business landscape. Its aim is to remove misconceptions and guide you to achieve true customer-centricity. Read More
How to Achieve a Great--and Profitable--Customer Experience
Profitable customer experience (CE) strategies are holistic, sustainable, and focused on creating competitive differentiation. If you can deliver highly

customer support  -and Profitable--Customer Experience Profitable customer experience (CE) strategies are holistic, sustainable, and focused on creating competitive differentiation. If you can deliver highly valuable experiences to your customers, in a sustainable way, the reward will be loyal, engaged advocates who help you grow your business. Read more to better understand how companies can provide a superlative customer experience and still make a profit. Read More
Minimize Customer Churn with Analytics
With IBM Business Analytics solutions for customer churn, communications service providers (CSPs) can understand sentiment and identify social influencers

customer support  Customer Churn with Analytics With IBM Business Analytics solutions for customer churn, communications service providers (CSPs) can understand sentiment and identify social influencers, analyze structured and unstructured content to predict the likelihood of churn, drive revenue through personalized offers and tailored bundles, and create new programs to attract new customers and boost average revenue per user. Read More
Creating the Single Customer View
With today’s strategic focus on data, a significant challenge facing companies is the ability to use data to create a single customer view (SCV). An SCV means

customer support  the Single Customer View With today’s strategic focus on data, a significant challenge facing companies is the ability to use data to create a single customer view (SCV). An SCV means that a company has a accurate and complete view of their customers across all applications, databases, and customer touch points. The financial, operational, customer satisfaction, and regulatory effects of unreliable SCVs are overwhelming. Read More
Customer Relationship Management (CRM)
When talking about relationship management in the context of software solutions, most people think of customer relationship management (CRM). However

customer support  most people think of customer relationship management (CRM). However, relationships also exist between companies and their vendors, companies and their customers, vendors and their suppliers, employees, different departments of the same company, and so on. The Relationship Management Evaluation Center concentrates on CRM and supplier relationship management (SRM), as software and information and communication technology (ICT) play a major role in facilitating effective relationship management among all Read More
Enhancing the Customer Experience with Loyalty Management: Strengthen the Brand and Improve Customer Retention
Customer churn is very costly—it’s many times more expensive to acquire a new customer than to keep an existing one—so retaining customers by offering a

customer support  the Customer Experience with Loyalty Management: Strengthen the Brand and Improve Customer Retention Customer churn is very costly—it’s many times more expensive to acquire a new customer than to keep an existing one—so retaining customers by offering a superior experience is a top priority. Also, delivering unique experiences to different customer segments is a valuable strategy. Read about how to increase brand equity and retain customers by offering a better experience. Read More
Customer Profile: Transplace
As a Lean Six Sigma service company, third-party logistics (3PL) provider Transplace emphasizes eliminating waste, simplifying processes, and demonstrating

customer support  Profile: Transplace As a Lean Six Sigma service company, third-party logistics (3PL) provider Transplace emphasizes eliminating waste, simplifying processes, and demonstrating continuous improvement. Those values were on display when the company replaced a host of manual document management processes with a modern workflow solution. Learn how that new solution helped Transplace streamline operations and better serve customers. Read More
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