Bolstering the Call Center with Service Resolution Management ...

by P.J. Jakovljevic ... an illustration: A service call (customer inquiry, complaint, etc.) comes ... need for newer models of customer service, in ... in the all-too-common scenario of using ... http:/.../Research/ResearchHighlights/CRM/2007/12/research_notes/TU_CR_PJ_12_14_07_1.asp - 17k Summary: 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.

Linking Planning and Execution Systems for Retailers’ Nirvana ...

by P.J. Jakovljevic ... ERP) to provide planning, ‘what-if' scenario analysis capabilities ... process and ends with customer service, which ... through to enquiry and complaint management. ... http:/.../Research/ResearchHighlights/Scm/2005/04/research_notes/TU_SC_PJ_04_11_05_1.asp - 23k Summary: Linking an APS to an ERP system, although simple in principle and worth the trouble, is nonetheless a major integration project.