Serving the Uncompromising Customer

Everybody’s talking about how improving customer experiences increases loyalty, advocacy, and profitability. And you know you need to do something to deliver great customer experiences across your organization (rather than just at the retail store or call center). So now what? Download this white paper to find out how to kick-start your customer experience improvement initiative.

Featured Software Research:

Selecting ERP for Oil and Gas Industry Contractors and Vendors

  • Source: IFS
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Suppliers to the oil and gas industry are under more pressure than ever before to increase quality, collaborate closely with the customer, and take on more project risk. Learn how enterprise resource planning (ERP) helps engineers procure construction companies, equipment fabricators, and service providers to meet the new demands from oil and gas companies. Download this white paper to learn more. Read More

Leveraging Employee Surveys to Influence Business Performance: Why the Employee Engagement Construct Is Important to Business Leaders

  • Source: IBM
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It is critical to have an understanding of how an organization’s investment in its talent management initiatives is returned, whether it influences the bottom line or other performance measures of an organization. An understanding of this return on investment (ROI) enables an organization to align its efforts for human capital management initiatives with those that can have the most influence on performance outcomes. It also helps the organization to prioritize its resource allocation efforts.

Employee... Read More

The Era of Enablement

This overview from HfS Research looks at what human resources and operational professionals need to consider in order to provide technologies and services to their workforces.

More and more workers representing or serving businesses today are not traditional full- or part-time workers on the enterprise payroll. They can be contingent laborers, consultants, or the staff of third-party service firm partners. Everyone needs to be included in the mission, motivation, and collaboration constructs... Read More

You may also be interested in these related documents:

SAS Helps 1-800-FLOWERS.COM Grow Deep Roots with Customers

“SAS business analytics help us put a laser focus on knowing our customers, reducing operating expenses and innovating for the future,” says Chris McCann, president of 1-800-FLOWERS.COM. “As our business has grown from one flower shop to an online gift retailer serving more than 30 million customers, we need SAS’ abilities to really know our customers and turn that knowledge into action." Read the full story now. Read More

Listen and Learn: Improving Operations by Using Customer Feedback

Customer service means being aware of needs, problems, and fears. Studies have shown that the cost of acquiring a customer is seven to ten times that of retaining a current customer. And according to The Harvard School of Business, even a 5 percent improvement in customer retention can boost profits up to 85 percent. How do companies retain a loyal and consistent customer base? They listen, learn, and adapt—find out more. Read More

Managing Allocations while Processing Orders

Responding immediately to product availability requests with accurate delivery dates, and following through on commitments, is critical to serving the customer base. Improvement in this area will impact the bottom line through higher customer satisfaction, and decreased costs for goods sold. It is especially critical for enterprises to manage supply commitments to customers when products need to go on allocation. Read More
 
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