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How to Measure Customer Satisfaction
Organizations often rely on surveys and questionnaires to determine customer satisfaction ratings, but such methods merely offer a perceived customer rating
of how satisfied its customers really are. In such a situation, any efforts to improve customer satisfaction would be taken in the wrong direction. Aspects Critical to Customer Satisfaction I have been using the following method to compute a customer satisfaction metric, based on internal data, in all the organizations to which I have provided consulting services. I developed this system through reverse-engineering of the vendor-rating metric that manufacturers use to rate their suppliers. The method is b
Customer Care & Billing RFI/RFP Template
General Requirements, Mediation, Provisioning, Sales and Marketing, Customer Billing, Customer Care, Packages and Promotions, Accounts Receivable, Financial Systems, Enterprise Data Warehouse, Repo...
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Field Service Management (FSM)
Field service management (FSM) software is a set of functionalities for organizations or departments within organizations that have as main focus the intallation, maintanance, reparing, and meter r...
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Documents related to
Customer Satisfaction Analytics for Market Metrix
GoodData supports Market Metrix customers by helping them answer key questions. They can get results immediately with a drag-and-drop interface and customize
GoodData supports Market Metrix customers by helping them answer key questions. They can get results immediately with a drag-and-drop interface and customize their own reports.
Service: Reduce Cost While Maintaining Customer Satisfaction
Maximizing profit by providing top-quality service at minimum cost is no longer optional – it’s imperative. Reducing the cost of service while keeping customers
of service while keeping customers happy is the primary objective of customer service organizations. Customer relationship management (CRM) applications help you streamline customer service processes and reduce cost, enabling you to keep your customers happy and grow your business. Find out how.
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
a great product and customers will buy it even if they are not satisfied with you as a supplier. If an alternative product—the same or better than yours—appears, you will lose that business. No, measuring satisfaction with sales data is not meaningful, and it can even be misleading. To understand customer satisfaction, we need to evaluate many things. Are they happy with your promotional efforts, your new product introduction efforts, your pricing, etc? But the number one issue is simply: is your prod
On-time Product Delivery and Customer Satisfaction
Fusion UV is the world s leading producer of ultraviolet curing equipment. Its outmoded legacy system couldn t handle the company s complex manufacturing system
reaching more than 10,000 customers in 25 countries. “We’re a midsize business, a highly complex, integrated manufacturing company,” explains Sarah Mather, vice president of business systems administration at Fusion. Fusion manufactures complex products in an environment that runs the gamut from make to order to engineer to order. The company’s products – an irradiator (which emits radiation onto the surface being cured) and a power supply – are built on two separate production lines, meaning
The Blessing and Curse of Rejuvenating Legacy Systems
Catering to existing and prospective customers is problematic. Existing customers often value their legacy systems because they are reliable and prospective
the one hand, existing customers wish to preserve their current information technology (IT) assets via appetizing bite-size application upgrades only, and without major disruptive technology shifts. On the other hand, to win new customers, every ISV has to be able to feature the latest and most modern technologies where rich functionality and rapid implementation tracks. To bridge this gap, many leading vendors have embarked on providing next-generation development platforms and even more comprehensive
Malware Security Report: Protecting Your Business, Customers, and Bottom Line
Find out how in Malware Security Report: Protecting Your Business, Customers, and Bottom Line.
Report: Protecting Your Business, Customers, and Bottom Line Malware is malicious software designed to attack and damage your business. Defining malware is simple, protecting against it is not. Malware can piggyback undetected in e-mails, instant messages, Web sites, and peer-to-peer connections—no organization is safe. But you can defend against malware attacks. Find out how in Malware Security Report: Protecting Your Business, Customers, and Bottom Line . You'll learn how cyber criminals set up their
How to Achieve More in the Current Economic Climate
The question constantly being asked by Microsoft® customers is, “How can Microsoft® help our company save money?” Customers want an integrated, adaptable
being asked by Microsoft® customers is, “How can Microsoft® help our company save money?” Customers want an integrated, adaptable business management solution that works well with, and is similar to, familiar Microsoft® software. Find out about the solutions Microsoft® believes are the best for helping its customers save money, to gain a competitive advantage and fuel business productivity.
Manufacturers Win Customers with Improved Configurability
In the executive guide to configurability strategy, learn how the two phases of a successful configurability strategy can dramatically improve your...
Win Customers with Improved Configurability If you're a manufacturer, you know that today's demand-driven environment is forcing companies like yours to customize your products in order to gain a competitive edge. But are your configurability processes really optimized to meet these rigorous market demands? In the Executive Guide to Configurability Strategy , learn how the two phases of a successful configurability strategy can dramatically improve your customer win rate . Learn about the
3 Signs: Is Your Product Configurator Still Relevant to Your Customers Needs?
Stiff competition, declining profit margins, and changing consumer requirements have made mass customization necessary. But time-strapped customers don’t
Still Relevant to Your Customers Needs? Stiff competition, declining profit margins, and changing consumer requirements have made mass customization necessary. But time-strapped customers don’t tolerate long sales cycles or unnecessary complexity. A self-service product configurator is one way to give customers what they want, and in a short period of time. Discover the three signs your product configurator may not be meeting your—or your customers’—needs.
Knowledge at the Point of Action: 6 Ways to Make Sure Your Customers Love Your Company
Exceptional customer experiences revolve around one central principle: knowledge at the point of action (KAPA). Learn how your marketing, customer service, and
to Make Sure Your Customers Love Your Company Exceptional customer experiences revolve around one central principle: knowledge at the point of action (KAPA). Learn how your marketing, customer service, and sales systems can work together to drive customer loyalty and advocacy.
Sales and Operations Planning: The Key to Continuous Demand Satisfaction
All companies use some form of sales and operations planning (S&OP) to synchronize market data with production output. But most practice a planning process
decision process to include customers and suppliers. When each part of a company is operating separately and lacking effective communications that share updated data, stakeholders make decisions independently without recognizing the broader impact. Instead, stakeholders need aggregated data presented according to different dimensions that are meaningful to them: time, organization, product, geography, unit of measure, and so forth, Thus, the company's S&OP process can link decisions at the strategic
Symix Sytems: Shifting SME's Focus to Their Customers
Symix is regarded as the originator of the extended ERP concept (CSRP), which has proven to be so attractive to mid-market enterprises that two other leading
SME's Focus to Their Customers Vendor Summary Symix Systems, Inc., headquartered in Columbus, OH, is a leading global provider of enterprise business software for mid-sized discrete manufacturing enterprises with fiscal 1999 revenues of $129.1 million. Founded in 1979, Symix was the first company to develop Materials Requirement Planning (MRP) software solutions for PCs, called MCS-2, and followed with UNIX-based Manufacturing Resource Planning (MRP II) software in 1986. Symix went public in 1991, and in
Doing Business Right Now-Your Customers Won’t Wait
“Get this to me ASAP. I can’t afford any delays.” Your customer service representatives hear these statements every day. Your clients are demanding speed and
Business Right Now-Your Customers Won’t Wait “Get this to me ASAP. I can’t afford any delays.” Your customer service representatives hear these statements every day. Your clients are demanding speed and quality at every touch point: the days when they’d accept tradeoffs between product quality and timeliness of service are over. Organizations need to adapt to this reality—before their customers defect to the competition.
Attracting New Customers with Highly-interactive Instructor-led Virtual Classes
When American Management Association (AMA) needed to migrate instructor content into virtual format; incorporate video, diagnostic instruments, polls, and
New Customers with Highly-interactive Instructor-led Virtual Classes When American Management Association (AMA) needed to migrate instructor content into virtual format; incorporate video, diagnostic instruments, polls, and evaluations; and build a curriculum that would drive the customer’s experience, it turned to SumTotal Learning. AMA deployed SumTotal Learning to manage the virtual classroom experience for individuals and corporate customers, creating a live online experience. See how!
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