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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

improving customer satisfaction  Orders: Improving Customer Satisfaction and Financial Results The management of any company has two key groups to satisfy. The first is customers. If your customers are not satisfied, they stop buying your product. The second group is owners (shareholders, co-op members, family, etc). If this group is not satisfied, management is replaced or the business is sold or even shut down. Dissatisfaction on the part of either of these groups is a major pain for management. To improve the satisfaction of Read More...
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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 » improving customer satisfaction


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

improving customer satisfaction  is the key for improving these companies' internal processes. A customer satisfaction rating (CSR) is often obtained through a questionnaire—the customer satisfaction survey (CSS). This method, however, suffers from the drawback of customers likely being emotionally influenced while filling out these questionnaires. Naomi Karten, an expert on the subject of customer satisfaction ( www.nkarten.com ), states in her seminar Tales of Whoa and the Psychology of Customer Satisfaction : People tend to rate 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

improving customer satisfaction  One is fixing or improving the product. The other is identifying the individuals that are acutely unhappy and loud, and collaborating with them. While both these actions may be necessary, they do not move toward appeasing the sentiment of the group. A company need not stop at appeasing the most unsatisfied clients while ignoring the rest. But contacting each unhappy individual remains an impossible task for any company. Nevertheless, setting the stage to display the opinions of noise makers through Read More...
Measuring and Improving Employee Competencies to Increase Performance and Customer Satisfaction
Ariba, a company that delivers sourcing, procurement, and commodity expertise to help organizations optimize their spending processes and supplier relationships

improving customer satisfaction  and Improving Employee Competencies to Increase Performance and Customer Satisfaction Ariba, a company that delivers sourcing, procurement, and commodity expertise to help organizations optimize their spending processes and supplier relationships, needed to identify workforce strengths and weaknesses and build specialized e-learning for new hires, etc. It turned to SumTotal Learning Management to assess talent and deliver highly targeted blended learning to increase employee competencies. Read Read More...
Dell Tops in Customer Satisfaction
Compaq rises, IBM falls, but Dell remains master of the desktop domain.

improving customer satisfaction  its recent efforts toward improving customer service and satisfaction, has pulled away from the rest of the pack and stands alone with rival Dell. Dell & Compaq are also virtually tied in the number of sample respondents, as one would expect given their close position in the U.S. desktop PC market. This is good news for Compaq - it continues to build market share, growing at only 19% annually. [For a broader overview of the desktop market, please see TEC's article Desktop PC's: Meet the New Boss .] Read More...
Profiting from Customer Lifecycle Value
Even the most competent customer relationship management (CRM) products cannot guarantee success without a well-grounded strategy. Often CRM initiatives rush to

improving customer satisfaction  from Customer Lifecycle Value Even the most competent customer relationship management (CRM) products cannot guarantee success without a well-grounded strategy. Often CRM initiatives rush to fix the technology and business-alignment issues, resulting in temporary CRM success. The purpose of this document is to help organizations in understanding customer lifecycle value for maximizing profits. Read More...
Laying the Foundation for Customer Data Integration
For increased revenues and improved profitability, customer data integration (CDI) should be a vital part of your business processes. CDI, unlike customer

improving customer satisfaction  the Foundation for Customer Data Integration For increased revenues and improved profitability, customer data integration (CDI) should be a vital part of your business processes. CDI, unlike customer relationship management (CRM), can deliver a valuable single view of a customer, without necessitating yet another complex system needing vast technical and organizational effort. Learn about CDI’s core capabilities, and which style of CDI is your best match. Read More...
Customer Process Management Drives Profitability in Financial Services
As competition in the financial sector increases, many financial services providers are seeking ways to improve customer service and profitability through

improving customer satisfaction  Process Management Drives Profitability in Financial Services As competition in the financial sector increases, many financial services providers are seeking ways to improve customer service and profitability through process efficiency. By developing rich integration between customer data and allowing that data to be managed by the business users, customer process management (CPM) enables financial services organizations to adapt to changing market demands and maximize their competitive edge. BEGIN Read More...
The Customer Relationship Management Vision: It Starts with Relationships
An alarming number of companies get on the wrong track when creating a customer relationship management (CRM) vision. Outlined here are four steps that take the

improving customer satisfaction  Customer Relationship Management Vision: It Starts with Relationships Originally published - December 19, 2007 When it comes to the creation of a customer relationship management (CRM) vision that truly serves to enhance the customer experience, so many organizational leaders are trapped within their own understanding of what that vision entails. Consider the following statistic: of all CRM programs initiated, roughly 70 percent involve a great solution but a bad implementation plan, resulting in poor 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

improving customer satisfaction  tools and strategies for improving business relationships. His client list includes IBM, Intuit, Cisco, Research In Motion and the state of Georgia's Depart of Economic Development. Recognized by InsideCRM as one of 2007's 25 most influential industry leaders, Leary also received CRM Magazine's Most Influential Leader Award in 2004. He serves on the national board of the CRM Association, and as a subject matter expert for the Small Business Technology Task Force. He's been quoted in several national 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

improving customer satisfaction   Read More...
Improving Employee Engagement to Drive Business Performance
Given the significant impact that an engaged workforce has on business performance and the bottom-line, improving employee engagement has become a top priority

improving customer satisfaction  performance and the bottom-line, improving employee engagement has become a top priority for leading companies. See how organizations that embrace employee engagement, supported by a single, integrated talent management software platform, are reaping the rewards in terms of improved business performance and ultimately increasing their shareholder value. Read More...
Improve Profitability with Customer Intelligence
The white paper improving your customer life cycle management shows how small and midsized businesses can enjoy virtually seamless front-to-back-of...

improving customer satisfaction  way. The white paper Improving Your Customer Life Cycle Management shows how small and midsized businesses can enjoy virtually seamless front-to-back-office integration. And the benefits are many: improved customer intelligence reduced costs increased profitability better customer relationships sustainable competitive advantage faster fulfillment and turnaround times Tightly integrating the front and back office used to be a complex, expensive, and risky undertaking—but no more. Find out how your Read More...
Customer-centric CRM
Companies implement a customer relationship management (CRM) system to balance increasing revenue, decreasing costs, while enhancing the customer experience

improving customer satisfaction  centric CRM Companies implement a customer relationship management (CRM) system to balance increasing revenue, decreasing costs, while enhancing the customer experience. However, many implementations fail to do this. Companies, however, can meet these goals by implementing a customer-centric CRM. In this system, all business processes throughout the extended enterprise are optimized around customer life cycle care, which builds stronger relationships. Read More...
How Web 2.0 Is Transforming CRM: Leveraging Social Media to Improve the Customer Experience
With the rising popularity of Web 2.0 technologies, companies are marketing their products and services to an increasingly savvy customer base. Customers today

improving customer satisfaction  Web 2.0 Is Transforming CRM: Leveraging Social Media to Improve the Customer Experience With the rising popularity of Web 2.0 technologies, companies are marketing their products and services to an increasingly savvy customer base. Customers today are taking greater control of their own consumer experiences. Learn how some vendors are leveraging social computing to build our customer relationship management (CRM) communities, and building Web 2.0-based CRM applications that help customers achieve Read More...

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