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Yet Another Branding Debacle (This Time, It’s ERP for Services)
by Jane Affleck
Organizations providing billable services to their clients can benefit from an enterprise resource planning solution. But what makes ERP for services different from solutions known as product portfolio management for…
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Audit Your Message Strategy by Answering Three Questions
by Lawson Abinanti
Most companies create a new marketing plan every 12 months. At the same time, they should audit their message strategy to stay on top of competitors’ marketing and to have confidence that they are delivering the right…
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The Customer Relationship Management Vision: It Starts with Relationships
by Michael Chuchmuch
An alarming number of companies get on the wrong track when creating a customer relationship management (CRM) vision. Outlined here are four steps that take the mystery out of what makes an effective CRM vision. The…
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Bolstering the Call Center with Service Resolution Management Processes
by P.J. Jakovljevic
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…
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Knowledge Management: The Core of Service Resolution Management
by P.J. Jakovljevic
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…
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Integrating Customer Relationship Management and Service Resolution Management
by P.J. Jakovljevic
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…
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Data Governance: Controlling Your Organization’s Mission-critical Information
by Lyndsay Wise
Controlling your company’s key information through data governance is more than just good practice—it can make the difference between success and failure at meeting compliance requirements and at arming your…
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Quote-to-order Solutions and Key Performance Indicators
by P.J. Jakovljevic
Providers of complex products, systems, and services should view quote-to-order (Q2O) systems as enablers that can improve competitive advantage. At the same time, users should remember that Q2O solutions are not…
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Quote-to-order: The Major Players in the Manufacturing Arena
by P.J. Jakovljevic
The latest generation of quote-to-order systems uses knowledge-based software to help reduce an organization’s dependence on its highly skilled experts. The ability to harness a company’s intellectual property and…
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Stemming the Loss of Knowledge Capital: A Business Fix for Manufacturers
by Christina Park and Wayne Thompson
The clock is ticking for manufacturers to come up with a solution to the ongoing loss of knowledge capital. Their best hope lies in introducing knowledge management strategies across the enterprise—before it’s too late.
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