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Abstract:
Most companies salute good customer service as a key objective. But in its simplest form, what is good customer service?
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 service? Olin T (...)
Excerpt related to
good customer service:
Most companies salute good customer service as a key objective. But in
its simplest form, what is good customer service? Outstanding customer
serv...
Published:
2010-11-26
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Abstract:
Amdocs recently announced a complete revamp of its marketing philosophy and its offering to its customers, which it believes
to be the most important shift since the company's initial public offering in 1998. (...)
Excerpt related to
good customer service:
Amdocs recently announced a complete revamp of its marketing philosophy and its offering to its customers, which it believes
to be the most import...
Published:
2005-08-04
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Excerpt related to
good customer service:
... With the same customer, MCA introduced software that ... MCA Solutions
and its flagship Service Planning Optimization (SPO ... tackled MCA’s notably good
times during ...
Published:
2008-03-05
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Abstract:
Chemical company H.B. Fuller has leveraged the Internet to improve their level of customer service. (...)
Excerpt related to
good customer service:
Chemical company HB Fuller has leveraged the Internet to improve their level of customer service.
Published:
2001-09-15
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Abstract:
MATRAnet has added collaborative browsing to its customer relationship management product. (...)
Excerpt related to
good customer service:
MATRAnet has added collaborative browsing to its customer relationship management product.
Published:
2000-04-17
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Abstract:
The latest economic crisis has retailers of all sizes closing their doors. On the flip side, consumers are tightening their
pocketbooks due to layoffs and lack of brand trust. So, how are retailers and consumers weathering the storm? (...)
Excerpt related to
good customer service:
The latest economic crisis has retailers of all sizes closing their doors. On the flip side, consumers are tightening their
pocketbooks due to lay...
Published:
2009-07-22
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Abstract:
Most retailers might say that they are customer-centric, but what does that really mean? After all, there is a huge difference
between simply serving a customer and centering on a customer's specific needs and satisfaction. (...)
Excerpt related to
good customer service:
Most retailers might say that they are customer-centric, but what does that really mean? After all, there is a huge difference
between simply serv...
Published:
2006-06-23
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Abstract:
Developing the competitive edge involves information gathering and communicating. Using a continuous feedback loop that incorporates
sales, service, and customer satisfaction, will help you realize the benefits of a CRM system. (...)
Excerpt related to
good customer service:
Developing the competitive edge involves information gathering and communicating. Using a continuous feedback loop that incorporates
sales, servic...
Published:
2005-02-16
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Abstract:
Any manufacturing business is faced with promising accurate delivery dates for customer orders. At the same time, the manufacturer
has to ensure that every order taken, is profitable. This article focuses on the issues related to order delivery date promising
in view of profitability of orders to the man (...)
Excerpt related to
good customer service:
Any manufacturing business is faced with promising accurate delivery dates for customer orders. At the same time, the manufacturer
has to ensure t...
Published:
2005-11-24
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Abstract:
Compaq rises, IBM falls, but Dell remains master of the desktop domain. (...)
Excerpt related to
good customer service:
Compaq rises, IBM falls, but Dell remains master of the desktop domain.
Published:
2000-06-02
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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
good customer service:
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:
Hardware maintenance can represent a significant information technology cost, but options for managing that cost exist.
If you analyze hardware maintenance from an enterprise perspective, you will identify those options and ensure the cost-effective
delivery of those services. (...)
Excerpt related to
good customer service:
Hardware maintenance can represent a significant information technology cost, but options for managing that cost exist. If
you analyze hardware m...
Published:
2000-10-24
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Abstract:
Having seemingly paved a solid ground for its successor, it is likely that this time J.D. Edwards founder and CEO Ed McVaney
might not have to come back from oblivion like in 2000 (...)
Excerpt related to
good customer service:
Having seemingly paved a solid ground for its successor, it is likely that this time JD Edwards founder and CEO Ed McVaney
might not have to com...
Published:
2002-01-28
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Abstract:
Dell Computer Corporation has shaken up the PC Server market, in three years moving from the #5 US market share position
to a solid #2 (and #3 worldwide) - and has set its sights on #1 Compaq. This note assesses its strengths and weaknesses in
the ever-growing and increasingly important rackmount server (...)
Excerpt related to
good customer service:
... Dell consistently receives high reliability marks from industry surveys, which is good,
since their customer service strategy is less clear than Compaq's. ...
Published:
1999-08-01
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Abstract:
ROI Systems continues its disciplined new technology adoption. The moderation component of its strategy has been paying off,
which proves crucial these days when many of its peers that have traditionally had more exciting and flashy products are facing
the crunch. (...)
Excerpt related to
good customer service:
ROI Systems continues its disciplined new technology adoption. The moderation component of its strategy has been paying off,
which proves crucial ...
Published:
2001-06-11
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Abstract:
Business Activity Monitoring (BAM) can bring significant business value in the world of technical data, but its justification
must be derived from business management improvements. The most important claim for BAM is that it can fundamentally alter
the way businesses understand and act to threats and opp (...)
Excerpt related to
good customer service:
Business Activity Monitoring (BAM) can bring significant business value in the world of technical data, but its justification
must be derived from...
Published:
2004-01-03
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Abstract:
If service parts and service personnel management are well managed, manufacturers can significantly improve their profits
from service operations. This will lead in turn to significant overall profit margins. (...)
Excerpt related to
good customer service:
If service parts and service personnel management are well managed, manufacturers can significantly improve their profits
from service operations....
Published:
2006-08-15
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Abstract:
Welcome to the customer experience. We all have them. Some are good, others bad. A variety of factors - the user interface
(UI), customer support, marketing messages, etc. - shape these experiences. All of these things collectively create our view
of a product, service or provider. (...)
Excerpt related to
good customer service:
... Some are good, others bad ... variety of factors the user interface
(UI), customer support, marketing ... collectively create our view of a product, service
or provider ...
Published:
2002-01-18
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Abstract:
On September 18, 2000, Great Plains (Nasdaq: GPSI), announced the expansion of its Application Service Provider (ASP) initiative.
Great Plains has evolved its ASP partner program to better meet the diverse needs of its ASP partners and their customers (...)
Excerpt related to
good customer service:
On September 18, 2000, Great Plains (Nasdaq: GPSI), announced the expansion of its Application Service Provider (ASP) initiative.
Great Plains has...
Published:
2000-10-04
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Abstract:
A CRM solution, to be successful, has to support cross-business processes and a number of operations within the business,
from Marketing to Service, including Sales. This integration of what, historically, has been treated as very separate parts
of the organization, provides the opportunity to rethink e (...)
Excerpt related to
good customer service:
A CRM solution, to be successful, has to support cross-business processes and a number of operations within the business,
from Marketing to Servic...
Published:
2003-07-10