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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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 term success through customer


A Lexicon for Customer Relationship Management Success
Despite technological advances, users are dissatisfied with customer relationship management (CRM) systems. Ambiguous terms do not provide the vocabulary for

term success through customer  Customer loyalty is a term that has great intuitive appeal and is likely to become another buzz word, like Six Sigma or other initiatives. Every organization wants to have loyal customers; however, the problem is that loyalty reflects customer attitude, and can only be measured indirectly. Further, there is not always clear linkage between attitude and behavior. For example, the linkage between customer satisfaction (attitude) and retention (buying behavior) is not often highly correlated. The reasons for

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

Process Manufacturing (ERP)

The simplified definition of enterprise resource planning (ERP) software is a set of applications that automate finance and human resources departments and help manufacturers handle jobs such as order processing and production scheduling. ERP began as a term used to describe a sophisticated and integrated software system used for manufacturing. In its simplest sense, ERP systems create interactive environments designed to help companies manage and analyze the business processes associated with manufacturing goods, such as inventory control, order taking, accounting, and much more. Although this basic definition still holds true for ERP systems, today its definition is expanding. Today's leading ERP systems group all traditional company management functions (finance, sales, manufacturing, human resources) and include, with varying degrees of acceptance and skill, many solutions that were formerly considered peripheral (product data management (PDM), warehouse management, manufacturing execution system (MES), reporting, etc.). While during the last few years the functional perimeter of ERP systems began an expansion into its adjacent markets, such as supply chain management (SCM), customer relationship management (CRM), business intelligence/data warehousing, and e-Business, the focus of this knowledge base is mainly on the traditional ERP realms of finance, materials planning, and human resources. The old adage is "Such a beginning, such an end", and, consequently, many ERP systems' failures could be traced back to a bad software selection. The foundation of any ERP implementation must be a proper exercise of aligning customers' IT technology with their business strategy, and subsequent software selection. This is the perfect time to create the business case and energize the entire organization towards the vision sharing and a buy in, both being the Key Success Factors (KSFs). Yet, these steps are very often neglected despite the amount of expert literature and articles that emphasize their importance.    

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CRM, Success, and Best Practices: A Wake Up Call Part Two: Modeling Success with Senior Management and CRM Culture


To maximize the return on investment of a customer relationship management system, a new CRM best practices model should be used. A point-based system, self-assessment model that emphasizes senior management leadership and the need to create a culture consistent with CRM can lead to a deployment strategy that is correlated with success. An interactive version of this assessment is included with this article.

term success through customer  The use of the term program management is deliberate. Program management typically is used on multiphase projects and implies a more complex environment and the accountability for achieving results. Any CRM project that resembles an enterprise initiative requires the skill and sophistication of program management. Change Management As outlined above, CRM is a change management issue for any organization attempting to embrace it. CRM is a business philosophy first and then a deployment of technology. Chang Read More

A User Centric WorkWise Customer Conference


WorkWise's business model is all about 'loving the customer'. A recent visit to their Customer Conference showed us the business plan in action. Is it time for other companies to consider this model?

term success through customer  the company. Since the long-term value of the relationship to both parties rests on the retention of a sizable user base, customers are urged to stay involved to ensure that the relationship yields value for themselves and other users. Success in numbers should not be forgotten. WorkWise The Company is progressive with a business model dedicated to serving the customer base rather than the search for new accounts. Is this a business model that will work? The ERP industry has little experience with compani Read More

Customer Choices for Achieving Growth


Some will say that the Big Few are in for quite a gamble, given that these market leaders are to introduce a product or concept that directly challenges the model that has led to their success so far.

term success through customer  improvements in the near term and push for database and application server options for next-generation products. The new owners' motivation in buying your product and vendor was the install base and that's you. Showing interest (and keeping both eyes and ears open) is your part in keeping the relationship the way you want it. However, should your vendor be acquired in a hostile manner, and the new owner is trying to force you to migrate to its platform, do evaluate all the alternatives and do not accept t Read More

Hosted versus On-premises Customer Relationship Management


The dot-com revolution has left few impressions as significant as the hosted software phenomenon. In fact, its success has caused many organizations with reservations about hosted solutions to think twice. So what exactly are its advantages and disadvantages?

term success through customer  as needed during the term of the relationship. Cost can be an extremely compelling reason for smaller companies that may need to factor in the cost of software, hardware, consulting services, and internal IT resources to manage the solution. In our work with customers across the mid-market (from 50 to 600 employees) we are seeing more organizations add hosted solutions to the list of evaluated vendors, especially in the CRM and ERP markets. Lower mid-market customers are selecting hosted solutions predomi Read More

The Road to BI Success


Organizations are increasingly focused on business intelligence (BI) and analytics projects that help reduce costs or retain customers. But justifying the high cost of BI software will be challenging unless short-term benefits can be directly correlated with the investment and these projects can be executed within the long-term strategic plan of the company. Know the questions you need to pose for a successful BI strategy.

term success through customer  will be challenging unless short-term benefits can be directly correlated with the investment and these projects can be executed within the long-term strategic plan of the company. Know the questions you need to pose for a successful BI strategy. Read More

The Customer as a Strategic Asset


Ask 500 CEOs to define the word “customer,” and you’ll come up with 500 different answers—with a few common denominators. It turns out these denominators are the same ones used to describe an organization’s long-term strategic assets. Yet for many organizations, customers aren’t considered assets at all; and yet they’re expected to constitute the lifeblood of the business itself.

term success through customer  to describe an organization’s long-term strategic assets. Yet for many organizations, customers aren’t considered assets at all; and yet they’re expected to constitute the lifeblood of the business itself. 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 expand your customer relationship management (CRM) strategy to engage social customers, and gain their trust? Discover how to integrate Web 2.0 social media tools and strategies into your traditional CRM efforts for better, more meaningful customer relationships.

term success through customer  conversation ' on their terms. This may take the form of a comment left on a blog post, following your company on Twitter, or possibly embedding your PowerPoint presentation on their Web page. There are numerous ways to participate in meaningful conversations with people looking for help in solving challenges. Formalizing a strategy to increase the likelihood of engaging in these conversations is a tenant of social CRM. Operationallyfocused vs. People/Community-focused As mentioned above, managing Read More

Mastering the Customer Experience


Focusing on the customer is not new. But some companies are going deeper into a customer experience management strategy to become customer-centric. Can you manage every part of the interaction and experience your customers have with your company? Learn how to develop a customer-centric approach that will make your customers feel not only connected, but delighted, loyal, and able to be a consistent advocate of your brand.

term success through customer   Read More

10 Facts about Intelligent Virtual Assistants and How They Improve the Customer Experience


Have you ever thought about what goes into designing and optimizing an intelligent virtual assistant? Or how an avatar can create an even better customer experience? Read this guide to uncover the mysteries of virtual assistant design and selection, and get insight into the latest research on the best interactive models and how to use virtual assistants to drive online sales, service, and product education.

term success through customer  self-service, customer experience, customer service, customer engagement, intelligent virtual assistants, customer service avatars, intelligent virtual assistants Read More

User-Focused Design Principles Shape the Customer Experience


Welcome to the customer experience. We all have them. Some are good, others bad. A variety of factors - the user interface (UI), customer support, marketing messages, etc. - shape these experiences. All of these things collectively create our view of a product, service or provider.

term success through customer  Focused Design Principles Shape the Customer Experience Introduction Ever have one of those days? You just finished entering three days worth of data into your new information system. You know, the one that took your company a year to select and two more years to implement. The one that promised to streamline and transform your key business processes. The one you had to have. Now here you are. You have finished keying in data. It wasn't easy or fun, but at least you're done. You are ready for the Read More

How to Deliver a Great Customer Experience and Lower Costs: Achieving Interaction Excellence Across Multiple Touch Points


Whether in a business-to-consumer (B2C) or business-to-business (B2B) context, customers demand multiple channels through which they can find information, purchase goods, view and pay their bills, request services, or get support based on their specific needs and preferences. Discover solutions that can help you deliver the channels customers demand, and provide a consistently positive customer experience.

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SAP Customer Success Story




term success through customer  Customer Success Story Read More

Build and Manage Strong Customer Relationships


Managing customer relationships is a challenging but vital part of running a business. Organizations have to acquire new customers to grow revenue and satisfactorily service existing customers to ensure loyalty and future business. A good business management solution has customer relationship management (CRM) functionality integrates with the entire range of your processes and provides a full view of customer data.

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