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Abstract:
The critical difference between industry leaders and laggards is a focus on the consumer experience. Search is a fundamental
bridge between an enterprise and its stakeholders, and the quality of the search experience is a core driver of experiential
perceptions. Delivering a powerful search experience bu (...)
Excerpt related to
search customer service:
Key Tenets of World-class Search and Knowledge Management for Customer Service.
Source: Consona/KNOVA. Document Type: White Paper ...
Published:
2010-03-11
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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
search 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:
Everything you always wanted to know about Customer Services.Get this whitepaper for Absolutely free! Fetco Home Decor, designer
and wholesaler of fashion frames and other décor products, was relying on Excel spreadsheets to perform its forecasting process.
The lack of accuracy and accessibility resulted (...)
Excerpt related to
search customer service:
Everything you always wanted to know about Customer Services.Get this whitepaper for Absolutely free! Fetco Home Decor, designer
and wholesaler of ...
Published:
2010-03-11
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Abstract:
Customer Process Management: The Real-time Enterprise Depends On the Merging of CRM and BPM. Templates and Other Software
Program to Use In Your System Merging of CRM and BPM. Customer-facing processes are challenging to manage because they are
always changing. Conventional workflow automation and stand-a (...)
Excerpt related to
search customer service:
Customer Process Management: The Real-time Enterprise Depends On the Merging of CRM and BPM. Templates and Other Software
Program to Use In Your Sy...
Published:
2010-03-11
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Abstract:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible.
Hence the need for knowledge management software, which helps companies segment and then distribute the information their
customers want to know. (...)
Excerpt related to
search customer service:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence
the need for knowle...
Published:
2007-12-12
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Abstract:
Voice Self-Service Leverages the Knowledge Base to Improve Customer Interactions. Get Free Templates Related To Voice Self-Service
and Customer Interactions. Deploying voice self-service (VSS) is undeniably attractive to enterprises because it improves
the speed, consistency, and convenience of informatio (...)
Excerpt related to
search customer service:
Voice Self-Service Leverages the Knowledge Base to Improve Customer Interactions. Get Free Templates Related To Voice Self-Service
and Customer Int...
Published:
2010-03-11
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Abstract:
Customer Focused Self-service: Building the Balanced Business Case.Solutions and Other Documents to Characterize Your Purchase,
In Relation To Customer Focused Self-service. Countless customers are engaging in self-service, in the process helping companies
save millions by deflecting service interactions (...)
Excerpt related to
search customer service:
Customer Focused Self-service: Building the Balanced Business Case.Solutions and Other Documents to Characterize Your Purchase,
In Relation To Cust...
Published:
2010-03-11
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Abstract:
Social Media and Customer Experience Feedback.Search for Articles and Other Solutions to Characterize Your Comparison In Relation
To Social Media and Customer Experience Feedback. Twitter, Facebook, LinkedIn, and blogs are just a few Internet services
that make up the new growing digital world called soci (...)
Excerpt related to
search customer service:
Social Media and Customer Experience Feedback.Search for Articles and Other Solutions to Characterize Your Comparison In Relation
To Social Media a...
Published:
2010-03-11
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Abstract:
In 2004, Best Software acquired ACCPAC through its parent company The Sage Group plc and has now released a new version of
its CRM product: SalesLogix 6.2. Their objective is clearly to gain as much market share as possible in the growing small
and medium sized enterprise market (SME). Acquiring addition (...)
Excerpt related to
search customer service:
In 2004, Best Software acquired ACCPAC through its parent company The Sage Group plc and has now released a new version of
its CRM product: SalesL...
Published:
2004-08-05
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Abstract:
Lower IT costs, faster return on investment (ROI), and better security—just a few of the promises the software-as-a-service
(SaaS) business model makes. SaaS can help small-to-medium businesses manage customer service and support cost-effectively.
But there are a few concerns to consider if you’r (...)
Excerpt related to
search customer service:
... business model makes. SaaS can help small-to-medium businesses manage customer service
and support cost-effectively. But there are ...
Published:
2010-03-11
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Abstract:
Interwoven has grown from a web content management vendor to an enterprise content management (ECM) vendor providing a full
suite of ECM components. With this suite, it helps its clients provide the ultimate customer experience. (...)
Excerpt related to
search customer service:
Interwoven has grown from a web content management vendor to an enterprise content management (ECM) vendor providing a full
suite of ECM component...
Published:
2006-08-07
-
Excerpt related to
search customer service:
... In his search for available solutions, Johnson found that there were some decent help
desk applications for customer service advisors (agents) and bug-tracking ...
Published:
2009-07-31
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Abstract:
IT organizations today are faced with the constant pressure of reducing costs at the service desk, while at the same time
ensuring optimal customer service. To accelerate their IT infrastructure library (ITIL) initiatives, many are implementing
service resolution management (SRM) systems. With the additi (...)
Excerpt related to
search customer service:
... IT organizations today are faced with the constant pressure of reducing costs at the service
desk, while at the same time ensuring optimal customer service. ...
Published:
2010-03-11
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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
search 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:
Barraged with terms like "structured and unstructured data," "enterprise search," "federated query," and "business intelligence
and analytics," corporate decision makers are awash in ambiguous and overlapping meanings. Making the distinction between
metadata and data may reduce the confusion. (...)
Excerpt related to
search customer service:
... Software's natural language metadata search tool, MetaTrieve. ...
agents, it uses a customer relationship management (CRM ... supports dealer sales and service,
an SQL ...
Published:
2006-05-24
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Abstract:
Simple questions often have complex answers. Whether they are speaking with you on the phone or placing an order on a Web
storefront, your customers expect immediate gratification. They want to know when their order will ship the moment it is placed.
How do you respond? (...)
Excerpt related to
search customer service:
... For example, the business objective for maximizing customer service
may search through alternatives based on meeting the delivery date at the lowest cost by ...
Published:
2001-11-24
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Abstract:
10 Reasons Why e-Commerce Fails. 1. Lack of Strategic Direction, 2. Poor User Interface,... “Build it and they will come”
is not a strategy for e-commerce success. You wouldn’t expect a new store to bring in business without advertising and promotion,
so why would you build a Web site and expect it (...)
Excerpt related to
search customer service:
10 Reasons Why e-Commerce Fails. 1. Lack of Strategic Direction, 2. Poor User Interface,... “Build it and they will come”
is not a strategy for ec...
Published:
2010-03-11
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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
search 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:
Customer data integration (CDI) involves consolidation of customer information for a centralized view of the customer experience.
Implementing CDI within a customer relationship management initiative can help provide organizations with a successful framework
to manage data on a continuous basis. (...)
Excerpt related to
search customer service:
Customer data integration (CDI) involves consolidation of customer information for a centralized view of the customer experience.
Implementing CDI...
Published:
2009-09-11
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Abstract:
So you are looking for software to support the critical functions of your company. Unfortunately, you can't go to your local
Software'R'Us. This article discusses several sources and methods for identifying potential software vendors. It also examines
the pro's and con's of each method. (...)
Excerpt related to
search customer service:
... Use the results of the Internet search to help you plan and scope out ...
Rank the importance of function areas such as finance, production, and customer service.
...
Published:
2003-07-30