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Good Customer Service Is Simple
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

service expectations  key to good customer service is a mutual understanding with your customers on what they should expect. If they have higher expectations than you can deliver, they will be dissatisfied; you may lose a customer, or go from being a preferred supplier to an occasional supplier. If they have lower expectations, you may have an easier job of meeting them, but you are also at risk of being replaced by a supplier who will provide better service. About the Author Olin Thompson is a principal of Process ERP Read More...
Field Service Management (FSM)
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 » service expectations


Differentiation through Service Excellence
With products increasingly becoming commodities, chief executive officers (CEOs) recognize that first-rate customer service is key to enhancing customer

service expectations  the long-term value of service infrastructure investments as well as customer expectations for service in your markets. There are many motivations for change in the approach to service delivery. One is the growing complexity of products, markets, channels, and processes. Innovation is accelerating and driving creation of new products for customers in count- less segments ' in different geographies, with varying sensitivities to price, and with a variety of demands for aesthetics and function. Service Read More...
End-to-End Monitoring Is Critical to Meeting End User Expectations Today and Tomorrow
To function as a business partner, IT must deliver service at predictable levels—and also contribute to enterprise strategy, by planning for services that

service expectations  partner, IT must deliver service at predictable levels—and also contribute to enterprise strategy, by planning for services that enable growth. That’s why IT needs end-to-end infrastructure views that reveal issues as they happen, and track trends that predict future needs. But how can IT create unified views of the environment without draining critical resources? Read More...
MSF R2 Service Architecture
As Internet and IP technologies are increasing service expectations, the number of resources available to create, deploy, and manage new services have reduced

service expectations  IP technologies are increasing service expectations, the number of resources available to create, deploy, and manage new services have reduced. The result is that expectations for new services are outpacing the ability to deliver them. We explore the limitations of traditional voice service architecture, and propose a new architectural solution to address these shortcomings. Read More...
Six Keys to Exceeding Expectations with Inventory Optimization Initiatives
Inventory optimization is a proven vehicle to gain competitive value through reduced inventory, freed-up working capital, and improved service levels. But

service expectations  cost savings and customer service improvements. It also helps put in place these crucial success-drivers: Build executive support within supply-side procurement, manufacturing, distribution, sales and marketing, finance, and strategic planning, and create a shared understanding of the supply chain. Make inventory related KPIs visible among business units. Foster an attitude that it's better to learn about IO now because leading companies have started taking it very seriously. Learn your organization's Read More...
Service Differentiation: Your 3-Step Plan
Your service organization has a unique way to differentiate itself from your competition. This white paper discusses service differentiation: doing more with

service expectations  Your 3-Step Plan Your service organization has a unique way to differentiate itself from your competition. This white paper discusses service differentiation: doing more with less, providing service more effectively, and focusing on your unique business processes to outperform your competition. Using this information, you can bring about change and continuous improvement, and differentiate your service from your competition. Read more and find out how. Read More...
Evaluating Cloud-Based ERP for Professional Service Organizations
In the webcast Top 5 Reasons Professional Services Organizations Are Embracing the Cloud to learn about: the impact of cloud technology on PSOs; t...

service expectations  Cloud-Based ERP for Professional Service Organizations Cloud computing adoption rates are sky-rocketing. And professional services organizations (PSOs) are leading the way. In the webcast Top 5 Reasons Professional Services Organizations Are Embracing the Cloud to learn about: the impact of cloud technology on PSOs the unique requirements of professional service automation the cloud considerations that PSOs must take into account You'll also get the direct experience of one PSO’s evaluation and Read More...
A Guide to ERP for Service Organizations
Enterprise resource planning (ERP) is enabling service organizations to streamline service delivery, optimize operations, and improve customer satisfaction. In

service expectations  Guide to ERP for Service Organizations Enterprise resource planning (ERP) is enabling service organizations to streamline service delivery, optimize operations, and improve customer satisfaction. In this podcast, TEC analyst Neil Stolovitsky sits down with Oracle’s Ted Kempf for his take on the unique implementation requirements of ERP systems for professional service organizations, as well as the role technology plays in running a successful service business. Read More...
The Evolution of IT as a Service
Most IT service providers have always and continue to operate in a break/fix service environment. When a customer calls with an issue, the service provider

service expectations  of IT as a Service Most IT service providers have always and continue to operate in a break/fix service environment. When a customer calls with an issue, the service provider drops everything to fix it. Under these circumstances, service providers have a difficult time forecasting monthly revenues and staffing needs, which has a huge impact on profitability. Add to this the intense competition, excessive customer turnover, low technician utilization rates, and shrinking margins that characterize Read More...
Avoid the Perils of Service Parts Planning in Supply Chain Management
Significant differences exist between the new parts production supply chain and the service and replacement parts supply chain. Companies using conventional

service expectations  the Perils of Service Parts Planning in Supply Chain Management More On Service Parts Planning Inventory planning and management is generally a well-researched and documented and applied discipline. However, the vast majority of work and associated software products are directed at servicing the needs of the new parts production supply chains, moving product from the likes of Proctor & Gamble to Wal-Mart across the globe (see Linking Planning and Execution Systems for Retailers' Nirvana—Improved Read More...
Delivering Superior Customer Service through Multiple Channels
Find out In the Aberdeen executive survey report, Multi-Channel Service Delivery.

service expectations  Superior Customer Service through Multiple Channels Delivering Superior Customer Service through Multiple Channels With multiple new channels of communication that bypass the traditional contact center, what's the most effective way to manage your customer service? Find out In the Aberdeen executive survey report, Multi-Channel Service Delivery . You'll discover how best-in-class companies are leveraging tools like social media, customer Web portals, live chat, SMS, technical boards and forums, Read More...
7 Steps to Service-oriented Architecture
Before an organization can truly realize the cost and agility benefits of enterprise service-oriented architecture (SOA), there are a few concepts it should

service expectations  Steps to Service-oriented Architecture Before an organization can truly realize the cost and agility benefits of enterprise service-oriented architecture (SOA), there are a few concepts it should know about. By understanding the various stages of SOA adoption and by knowing what technologies are available, an organization will stand a better chance of succeeding in its SOA initiatives. With these seven steps, effective SOA can be realized. Read More...
IFS Field Service Management: Field Service Management (FSM) Competitor Analysis Report


service expectations  Field Service Management: Field Service Management (FSM) Competitor Analysis Report Read More...
WorldCom SPRINTs, Nokia/Visa Pays Bill, & Service Providers Gear for Wireless Tsunami
Ready for another Internet Tsunami? Broadband and Wireless ubiquitous infrastructures are coming into place at a rapid rate. Digital Business Service Providers

service expectations  Nokia/Visa Pays Bill, & Service Providers Gear for Wireless Tsunami WorldCom SPRINTs, Nokia/Visa Pays Bill, & Service Providers Gear for Wireless Tsunami E. Robins - March 13th, 2000 Event Summary In October 1999, MCI WorldCom (NASDAQ- WCOM ) and Sprint (NYSE - FON, FON PR, FON PRA, FXN, PCS) announced a merger agreement that will bring together two giant telecommunications companies with complementary capabilities. SPRINT offers wireless PCS networking while MCI WorldCom has an expanding fiber optics Read More...

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