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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


A Modern Approach to Improving Customer Support
As products become more complex and customer expectations continue to rise, service and support become increasingly difficult. So how can service and support

customer support  Modern Approach to Improving Customer Support As products become more complex and customer expectations continue to rise, service and support become increasingly difficult. So how can service and support managers transcend these problems and use each customer interaction to build customer loyalty and drive service leveraged revenue? By empowering customers with Web 2.0 technology and enabling users to manage their own experiences. Find out how. Read More...
Comprehensive Operation Support Systems and Customer Care Solution
Persistent delivered web-based sales support and customer service solutions to a broadband data and VOIP provider. We helped our client rapidly build and deploy

customer support  Operation Support Systems and Customer Care Solution Persistent delivered web-based sales support and customer service solutions to a broadband data and VOIP provider. We helped our client rapidly build and deploy web front end systems for order entry, self-care, and customer care and also integrated these systems with their fulfillment, inventory, and billing systems using service oriented architecture (SOA). This resulted in improved end customer acquisition and satisfaction and improved time to market 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...
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...
Mastering the Customer Experience
Focusing on the customer is not new. But some companies are going deeper into a customer experience management strategy to become customer-centric. Can you

customer support  the Customer Experience Focusing on the customer is not new. But some companies are going deeper into a customer experience management strategy to become customer-centric. Can you manage every part of the interaction and experience your customers have with your company? Learn how to develop a customer-centric approach that will make your customers feel not only connected, but delighted, loyal, and able to be a consistent advocate of your brand. Read More...
ITIL Service Support Processes in Record Time
To establish optimal service and support conditions, the case company, Naviair, chose to adapt and implement information technology infrastructure library (ITIL

customer support  Service Support Processes in Record Time To establish optimal service and support conditions, the case company, Naviair, chose to adapt and implement information technology infrastructure library (ITIL) service support processes. During the process, Implement Consulting Group assisted with facilitation, ITIL input, and lean competences and tools. The existing procedures and instructions were combined with ITIL’s different service support areas. Read More...
Listen and Learn: Improving Operations by Using Customer Feedback
Customer service means being aware of needs, problems, and fears. Studies have shown that the cost of acquiring a customer is seven to ten times that of

customer support  Improving Operations by Using Customer Feedback Customer feedback from retail units is combined with company website feedback, online services feedback, and central call center feedback. Source : Mindshare Technologies Resources Related to Listen and Learn: Improving Operations by Using Customer Feedback : Customer Feedback Management (CFM) (Wikipedia) Listen and Learn: Improving Operations by Using Customer Feedback Customer Feedback is also known as : Customer Feedback Analysis , Customer Feedback Read More...
Making Customer Experiences a Reality-Five Steps from Vision to Execution
Successful customer experiences change the competitive landscape by separating your company from the competition. Industry wisdom thus has companies focusing on

customer support  Customer Experiences a Reality-Five Steps from Vision to Execution Successful customer experiences change the competitive landscape by separating your company from the competition. Industry wisdom thus has companies focusing on increasing transaction efficiency. However, by executing a customer-centric strategy—with a clear process enforced along every channel of customer interaction—you will tap into the emotions and aspirations of your customers, creating a personal and long-standing Read More...
Improving Customer Engagement with Social CRM
In a previous post I discussed how the social revolution impacted customer relationship management (CRM) and underlined that while processes designed to derive

customer support  Customer Engagement with Social CRM In a  previous pos t I discussed how the social revolution impacted customer relationship management (CRM) and underlined that while processes designed to derive value in CRM remain valid, they are far from being sufficient in the context of social CRM (SCRM). Yet most organizations need structure to conduct their activities. As far as CRM is concerned, the social aspect has brought to the surface what already existed but had been dodged by businesses, for a 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 support  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...
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...
How One Vendor Addresses Support and Maintenance Issues
SAP is addressing the problem of customers wanting support that vendors are either not providing, or providing at unjustifiable prices. Support and maintenance

customer support  for mySAP ERP meet customer requirements for support innovation without disruption to day-to-day business operations. This makes it simpler and faster for SAP's clients to adopt new product functionality, industry-specific features, and enterprise services, while protecting them from the complexity of multiple upgrades. Enhancements to mySAP ERP will be made available through 2010 as extensions to mySAP ERP 2005 in a series of optional enhancement packages. SAP hopes these enhancement packages will 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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