-
Excerpt related to
service knowledge:
... aligning everyone in the service operation. Enter Servigistics’ Service
Knowledge Management (SKM). This brings me to Servigistics, a ...
Published:
2008-12-23
-
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
service knowledge:
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
-
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
service knowledge:
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
-
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
service knowledge:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initi...
Published:
2009-09-04
-
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
service knowledge:
Key Tenets of World-class Search and Knowledge Management for Customer Service. Source:
Consona/KNOVA. Document Type: White Paper ...
Published:
2010-03-11
-
Excerpt related to
service knowledge:
... been advanced by Servigistics, and Part 2 zoomed into the capabilities of one particular part of the
Servigistics SSM suite: Service Knowledge Management (SKM ...
Published:
2009-03-03
-
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
service knowledge:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious...
Published:
2007-12-07
-
Abstract:
Product Lifecycle Management (PLM) addresses the full lifecycle of a product. The focus of most of the current PLM solutions,
however, does not make the most of the value available from servicing products after they have been sold. Service Lifecycle
Management (SLM) promises valuable business benefits (...)
Excerpt related to
service knowledge:
... Once dispatched, the technicians or service representatives should have ready access
to company knowledge on the product they are servicing, the customer, the ...
Published:
2003-06-11
-
Abstract:
While pundits have been debating whether the configuration software deserves to be a CRM module on its own, it is certainly
a part of the much broader CRM class of products, which typically includes front-office applications for sales force automation
(SFA), marketing automation, and field service/call c (...)
Excerpt related to
service knowledge:
While pundits have been debating whether the configuration software deserves to be a CRM module on its own, it is certainly
a part of the much bro...
Published:
2002-11-08
-
Abstract:
Knowledge Based Selections allow companies to truly reach an optimum and justifiable technology decision. Knowledge Based
Selections have several unique characteristics that enable a company to rapidly and effectively marry internal business requirements
with a myriad of vendor attributes that relate to (...)
Excerpt related to
service knowledge:
Knowledge Based Selections allow companies to truly reach an optimum and justifiable technology decision. Knowledge Based
Selections have several...
Published:
2001-03-14
-
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
service knowledge:
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
-
Abstract:
eLoyalty, a CRM strategy and implementation consultancy, recently partnered with ServicePower to enhance its Field Service
and Logistics practice. ServicePower is a small vendor that develops dispatch optimization software. eLoyalty will use ServicePower’s
software to incorporate dispatch optimizatio (...)
Excerpt related to
service knowledge:
eLoyalty, a CRM strategy and implementation consultancy, recently partnered with ServicePower to enhance its Field Service
and Logistics practice....
Published:
2000-11-21
-
Abstract:
Strategy in digital business has become an increasingly significant component of Digital Business Service Provider (DBSP)
offerings. Pure plays have and are becoming more experienced, and are serious competitors to the more traditional strategists.
DBSP strategists take over where the traditional consult (...)
Excerpt related to
service knowledge:
Strategy in digital business has become an increasingly significant component of Digital Business Service Provider (DBSP)
offerings. Pure plays ha...
Published:
2000-10-03
-
Abstract:
Embedded knowledge exists in the supply chain to understand and unlock customer value. Integrating the chain is crucial to
aligning the goals of customers and provider. (...)
Excerpt related to
service knowledge:
Embedded knowledge exists in the supply chain to understand and unlock customer value. Integrating the chain is crucial to
aligning the goals of c...
Published:
2004-11-02
-
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
service knowledge:
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
-
Abstract:
Organizations are looking for self-service models to manage their internal and external content. Content management systems
are the answer, but then the question becomes which to choose—an all-in-one enterprise content management suite, or an integrated,
best-of-breed point solution? (...)
Excerpt related to
service knowledge:
Organizations are looking for self-service models to manage their internal and external content. Content management systems
are the answer, but th...
Published:
2007-12-12
-
Abstract:
Moving to a performance-based service business model will have huge implications for the whole value chain. Its principle
is to manage for outcomes—procure performance rather than parts and people. It requires total business process reorientation
from services and maintenance through procurement techn (...)
Excerpt related to
service knowledge:
Moving to a performance-based service business model will have huge implications for the whole value chain. Its principle
is to manage for outcom...
Published:
2004-06-22
-
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
service knowledge:
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
-
Abstract:
The TechnologyEvaluation.Com’s (TEC) Knowledge Based Selection Process is a multi-part comprehensive analysis of a vendor’s
tactical, strategic and qualitative measures as compared to the specific business and technology needs of our clients. (...)
Excerpt related to
service knowledge:
The TechnologyEvaluation.Com’s (TEC) Knowledge Based Selection Process is a multi-part comprehensive analysis of a vendor’s
tactical, strategic an...
Published:
2001-03-15
-
Abstract:
The Scala and Microsoft alliance in the CRM arena has merits of mutual benefits, particularly in the short to medium term,
but due to vacillating motives of the participants that compete in the other enterprise applications fields, will it last?
For the time being, Microsoft will likely be content to hel (...)
Excerpt related to
service knowledge:
The Scala and Microsoft alliance in the CRM arena has merits of mutual benefits, particularly in the short to medium term,
but due to vacillating ...
Published:
2003-08-28