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Abstract:
Companies that provide superlative service keep their customers satisfied and loyal. It’s particularly important to deliver
great customer service on the web—which is why great web self-service should be a company’s top priority. Unfortunately, many
executives who would have a heart attack if their (...)
Excerpt related to
great customer service:
... loyal. It’s particularly important to deliver great customer service...
The Insider’s Guide to Great Customer Service on the Web. ...
Published:
2010-03-11
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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
great 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
-
Excerpt related to
great customer service:
... optimization sounds quite simple: one has to balance the risk of stockouts (ie, missed sales opportunities
translated into poor customer service) with the ...
Published:
2008-03-05
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Abstract:
Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers
and partners with higher levels of service while increasing Great Plains’ operational efficiency. Here’s how Great Plains
uses the web to augment its technical support services. (...)
Excerpt related to
great customer service:
Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers
and partners with highe...
Published:
2000-12-05
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Abstract:
Chemical company H.B. Fuller has leveraged the Internet to improve their level of customer service. (...)
Excerpt related to
great 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:
If you don't measure it, you can't improve it. For owners, the traditional measure is profit. For customer satisfaction, the
perfect order index is useful. Manufacturers and distributors must keep two groups satisfied—customers and owners. They are
connected—what improves the satisfaction of one group (...)
Excerpt related to
great customer service:
If you don't measure it, you can't improve it. For owners, the traditional measure is profit. For customer satisfaction,
the perfect order index is...
Published:
2011-02-01
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Abstract:
Great Plains has established very strong branding and penetration within the Small-to-Medium Enterprises (SME) segment of
the ERP market, with a large and loyal customer base and a uniquely developed, extensive partner channel within the industry.
A long presence on Microsoft's platforms ensures that R&a (...)
Excerpt related to
great customer service:
Great Plains has established very strong branding and penetration within the Small-to-Medium Enterprises (SME) segment of
the ERP market, with a l...
Published:
1999-12-01
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Abstract:
While Microsoft might be honest today with its claims of staying away from the true enterprise-level CRM applications space,
no one can be sure that its appetite will remain in check for very long. (...)
Excerpt related to
great customer service:
While Microsoft might be honest today with its claims of staying away from the true enterprise-level CRM applications space,
no one can be sure th...
Published:
2002-03-08
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Abstract:
Significant differences exist between the new parts production supply chain and the service and replacement parts supply
chain. Companies using conventional, new product inventory methods are missing opportunities to improve efficiency and effectiveness. (...)
Excerpt related to
great customer service:
Significant differences exist between the new parts production supply chain and the service and replacement parts supply chain.
Companies using c...
Published:
2005-08-01
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Abstract:
Business strategy, a road map telling us how the business plans to be successful, does not guarantee success. Strategy execution
requires business processes that do what the strategy calls for--and do it well. In today's automated world, these business
processes rely on business systems. Therefore, a dir (...)
Excerpt related to
great customer service:
... That is not to say great systems means a successful strategy, but poor systems are a
... Customer Service, Exceeding the customer's expectations
for service. ...
Published:
2004-07-31
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Abstract:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing
efforts. (...)
Excerpt related to
great customer service:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious...
Published:
2007-12-07
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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
great 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:
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
great 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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Abstract:
Collaboration between Amdocs and SAS, if truly committed to by both, should make it possible to collect and analyze information
stored in these Amdocs' systems, and deliver the conclusions and recommendations to the operator's decision-makers in the
form of graphs and practical reports. (...)
Excerpt related to
great customer service:
Collaboration between Amdocs and SAS, if truly committed to by both, should make it possible to collect and analyze information
stored in these Am...
Published:
2005-08-05
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Abstract:
On July 25, Made2Manage Systems, Inc., a provider of enterprise business systems for small and midsize manufacturers, and
Click Commerce, Inc., the provider of Enterprise Channel Management software and services, announced a new offering to enable
small and mid-sized manufacturers to leverage the Interne (...)
Excerpt related to
great customer service:
On July 25, Made2Manage Systems, Inc., a provider of enterprise business systems for small and midsize manufacturers, and
Click Commerce, Inc., th...
Published:
2000-08-22
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Abstract:
While the ERP mid-market has seen more vibrant intra-market merger & acquisition activity during 2001, it appears that 2002
will, for some more tenacious Tier 2/Tier 3 vendors, be the year of delivering products under their own steam as to counteract
the onslaught by Tier 1 vendors and mid-market juggern (...)
Excerpt related to
great customer service:
While the ERP mid-market has seen more vibrant intra-market merger & acquisition activity during 2001, it appears that
2002 will, for some more te...
Published:
2002-04-19
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Abstract:
It appears that several of Microsoft Business Solutions (MBS) Solomon's truly differentiating traits, which could not have
been easily or quickly replicated by its seemingly more robust brethren products within the MBS division, will have been a
good enough reason for Microsoft to continue to bolster the (...)
Excerpt related to
great customer service:
It appears that several of Microsoft Business Solutions (MBS) Solomon's truly differentiating traits, which could not
have been easily or quickly ...
Published:
2003-09-03
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Abstract:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition
to improved customer satisfaction rates. (...)
Excerpt related to
great customer service:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initi...
Published:
2009-09-04
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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
great 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:
While most of its applications co-opetitors have been licking their wounds and bracing for a long summer drought, fat cash
cushioned Microsoft has been putting together the pieces of its CRM (and likely the overall enterprise applications) strategy
mosaic (...)
Excerpt related to
great customer service:
While most of its applications co-opetitors have been licking their wounds and bracing for a long summer drought, fat cash
cushioned Microsoft has...
Published:
2002-08-15