Tame the Two-headed Monster: Cost Efficiency and Revenue in Customer Service

Customer service has long been an "island unto itself," where efficiency and volume—and not building customer relationships—have reigned supreme. But priorities are changing. The mission now is to serve better, faster, cheaper—and to make more money in the process. Best-in-class customer service organizations see cost efficiency and revenue as allies, not enemies. What are their secrets?

Featured Software Research:

Using Service Management Software to Enhance the Customer Experience

  • Source: IFS
  • Written By:
  • Published:
These days, high quality is a customer expectation; product features and related service become competitive differentiators. So how can service management software for field service and for depot repair be leveraged to drive up customer satisfaction levels, increase sales of service offerings, and thereby drive revenue and margin? Read this whitepaper to learn more, with a special emphasis on some of the new and emerging technologies that best-in-class companies will adopt in the months to come. Read More

Re-Imagining Two-Tier ERP: Discover a Scalable, Cloud-Based Alternative

A two-tiered approach has become the more common method of enterprise resource planning (ERP) deployment. Are the advantages greater than the alternative single-tiered approach? The popularity of two-tiered ERP deployments has grown, mostly among companies who can’t justify rolling out large ERP systems to their smaller subsidiaries, and wish to deploy a smaller package for their “second tier.”

Many of these secondary models have fallen short of the mark, finding it difficult to balance... Read More

MSP Guide: Generating Service Revenue from IT Monitoring

Managed service providers (MSPs) can monetize their investment in monitoring to enhance their services and increase profitability.

This document suggests ideas for adding IT monitoring services to a portfolio of offerings. It looks at monitoring all aspects of IT infrastructure, including servers, storage, network, security, and applications, in a unified manner that aligns with customer business services.

This document also posits the idea that using a next-generation integrated... Read More

You may also be interested in these related documents:

Case Study: Integrated Customer Data Drives Efficiency and New Revenue Opportunity for Leading Medical Solution Provider

Solta Medical, a developer of innovative esthetic energy devices to address aging skin, needed a scalable platform to support near-term product and customer growth and a recent merger. It sought a single, integrated CRM and field solution—one that could provide complete customer and product history. See how the ServiceMax solution has greatly increased Solta’s visibility into its customers and their products. Read the case study. Read More

Best Practices in Creating a Strategic Finance Function

  • Source: SAP
  • Written By:
  • Published:
Many chief financial officers (CFOs) have started to take on new strategic roles. Their goals are to enforce stricter controls to ensure legal and regulatory compliance, offer strategic insights into the internal and external business environment, and connect the business strategy with daily operations through performance tracking. Learn more about the changing role of the CFO in today’s finance organization. Read More

Publishing Company Improves Team Efficiency, Recovers Lost Revenue, and Builds Clients’ Market Share

Founded in 1989 in Richmond Hill, Ontario (Canada), Kenilworth Publishing is a full-service media company that publishes consumer and business-to-business print magazines in diverse sectors. In 1993, Kenilworth executives decided that to continue to strengthen clients’ profiles within their respective industries, they needed to implement one of the two customer relationship management (CRM) solutions on their shortlist. Read More
 
comments powered by Disqus