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Customer Process Management: The Real-time Enterprise Depends On the Merging of CPM and BPM
Customer-facing processes are challenging to manage because they are always changing. Conventional workflow automation and stand-alone business process

real time customer centric  Enterprise. Prime Time for Real Time. Peter Fingar. May 1, 2005 Keeping process evolution in the hands of the business analysts is made possible by intuitive, graphical interfaces for creating and maintaining process flows and business rules. Adjustments are treated as an ongoing process, not as one-off projects. Optimization is given the priority it deserves, driven by sales and service performance. All processes are stored and managed in one place, so components can be re-used and their 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 » real time customer centric


Get Closer to Your Best Customers: A Shift in Customer Strategies in a Time of Crisis
An unsettled economy needs a different approach to managing revenues. Companies must identify their most profitable customers and the most effective marketing

real time customer centric  STRATEGY TO EXECUTION IN REAL TIME Accuracy and Availability In a bad economy, margins of error are small. Companies need to make decisions and evaluate impact quickly. Answers to critical questions such as the following need to be accurate and available in real time: Which of our sales initiatives and packages are driving new pipeline? Are our marketing and trade promotional programs driving near-term sales? Are our redesigned incentives impacting sales behavior and productivity? Getting accurate 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

real time customer centric  social media will add real value to customer interactions. With high speed Internet access available in and out of the office, easy to use software-as-a-service applications, and multimedia-enabled mobile devices flooding the market , technology is beginning to catch up to the needs of the social customer. Content creation and distribution will become easier, sparking more opportunities to engage in conversations going on throughout the Internet. This is important to keep in mind, as there are already Read More
BPM Weaves Data And Processes Together For Real-time Revenues
Linking data to process is the realm of business process management (BPM). BPM's focus on process dramatically reduces the amount of data that needs to be

real time customer centric  helps companies respond in real time to key business events and to minimize the risk of lost revenue. For example, a sales representative may contact a customer with discounts for continuing to pay bills online soon after payments have stopped. Responding at the right time with the right action allows companies to become real-time enterprises (RTEs). Traditional Integration Is Costly, Inflexible To achieve the RTE, companies must pass data from application to application quickly and efficiently: the Read More
Sword Ciboodle-One More BPM-Centric CRM Provider
What does BPM have to do with CRM? Sword Ciboodle can tell you. The vendor delivers process-based customer interaction solutions to contact centers to improve

real time customer centric  and SAS , whose Real Time Decision Manager has been integrated with Ciboodle One to provide a higher level of personalization to the customer. International delivery partners include CSC, HiSoft, Relevant Technologies, and eLoyalty. Specifically, CSC combines the full Sword Ciboodle suite with its High Performance Contact Center (HCC) methodologies, tools, and solutions. This is a marked progress toward management of next-generation contact centers, i.e., changing contact centers from cost centers to Read More
CAD-centric PLM, ERP-centric PLM, and Organic PLM: What's Right for You? - Part 3
Part 1 of this blog series started with the assertion that product lifecycle management (PLM) solutions are becoming increasingly important to enterprises in a

real time customer centric  outsourced manufacturing (and not really the in-house manufacturing of complex products). The Oracle ownership brings both positive and negative aspects. Only time will tell whether the need to support Oracle's applications and infrastructure will slow down the PLM innovation. If sold in tandem with Oracle’s ERP systems, Oracle's sales and marketing staff might not necessarily focus on the PLM product's outsourced manufacturing capability. In non-Oracle IT shops, some CIOs might push back on another big Read More
Rent.com Selects KANA Cloud Offering for Customer Service
The announcement that KANA Express, a cloud customer service offering, was selected by Rent.com for improved customer engagement was one of more important

real time customer centric  performance management by providing real-time insight into the status of each customer, department, and agent. An integration server supports connectivity with front-office and unified communication systems such as interactive voice response (IVR), automatic call distributor (ACD), computer telephony integration (CTI), and customer relationship management (CRM), as well as back-office functions such as accounting and enterprise resource planning (ERP) systems. TEC blog post (July 2012): KANA Software and Read More
Customer Relationship Management (CRM) RFI/RFP Template
Sales Force Automation, Marketing Automation, Customer Service and Support, Analytics and Reporting, and Technical Functionality

real time customer centric   Read More
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

real time customer centric  on time, what we really need to understand is why we are not on time 2% of the time. Always remember, metrics have two objectives: to measure success and analyze failure in an effort to eliminate failure and thereby increase success. The Perfect Order and Profitability Procter& Gamble defines a perfect order as a product that arrives on time, complete (as ordered), and billed correctly. P&G discovered that each time it shipped an “imperfect order,” the cost was an average of $200. The company found Read More
Time and Expense Management Applications
Organizations of all sizes are tasked with increasing efficiency and revenues in a timely manner. Naturally, this leads them to consider automation. The

real time customer centric  you want to begin realizing benefits immediately. Building your own time management solution can take time, which means adapting to rapidly changing technology, environments and staff. It always takes longer and is more expensive to design and build a solution from scratch than originally planned. Often the homegrown solution becomes obsolete before it is even completed, while a purchased solution can generally be up and running in less than a month. Customizing a purchased solution to meet an Read More
Customer Relationship Management for IT Professionals
What makes a strong supplier/customer relationship? The bottom line is trust. However, trust needs to be earned through a series of conversations and

real time customer centric  clear understanding of the real problem (the tax issue), although it had only been a front. When the consultant collected and examined facts, and applied business decision-making practices, all parties benefited from the solutions. Conversations For Alignment Process Conversations for Alignment involves seven steps: The customer commits to provide a statement of needs and how they relate to business results. The customer and supplier come to a shared understanding of the customer's needs. The supplier Read More
Customer-centric CRM
Companies implement a customer relationship management (CRM) system to balance increasing revenue, decreasing costs, while enhancing the customer experience

real time customer centric   Read More
Customer Feedback Management
Years ago, I took a job as an interviewer because I thought it would be interesting to talk to different people to find out what they thought on a variety of

real time customer centric  their windshield will be really relevant for the survey. And finally, detailed descriptions of what happened, how it was repaired and by whom will provide proper information, which can be then used to improve the way the company deals with its customers. Constructive: All surveys are constructive in some way. The results are usually used to increase the quality of the products or services provided, and to improve the image of a company or its customers’ experiences with that company. From the point of Read More
Webigeo BI-centric
Webigeo BI-centric works as a business intelligence (BI) add-in through connection to SAP BusinessObjects Xi, IBM Cognos 8, and Microsoft. This BI-centric

real time customer centric   Read More
Customer-oriented Banking and Account Origination
A decline in customer loyalty has put a great deal of pressure on financial institutions of late. Thus, as banks tailor products and services to meet customer

real time customer centric  most profitable customers with real-time insight that helps you drive revenue, increase profitability, and build long-term relationships with those customers. Read More

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