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Customer Focused Self-service: Building the Balanced Business Case
Countless customers are engaging in self-service, in the process helping companies save millions by deflecting service interactions to cheaper channels. At many

answers to customer complaints  for ways to provide answers to customers over the Web rather than on the telephone. At the time, Fandango had the typical page of static FAQs. It also used an offshore call center as a way to offset the costs generated by spiraling phone volume. Butler wanted to transition the call center to a domestic outsourcer, but knew the costs would be prohibitive with such high volume. It became clear that reducing call volume was a key priority. Step one: Cut costs After assessing multiple options, Butler decided Read More

Customer Relationship Management (CRM)
Customer relationship management (CRM) focuses on the retention of customers by collecting all data from every interaction, every customer makes with a company from all access points whether they a...
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Documents related to » answers to customer complaints


How to Lead Your Organization on the Best Path to Performance Improvement (Webcast Transcript)
Companies require an agile enterprise performance management (EPM) strategy to ensure they have information to support effective decisions. The more information

answers to customer complaints  For a list of answers to frequently asked technical questions, you can click on the Help button. That, too, is located on the bottomleft area of your console. After we hear from today's guest speakers, whom I'll tell you about shortly, we'll open the floor to your questions. Now although we will dedicate time toward the end of our Webcast to addressing your questions, we do invite you to type your questions and comments at any time during our Webcast in the Ask a Question text area on the lower right Read More
PowerPlex 2014—Manufacturing of the Future, Now
TEC Senior Analyst P.J. Jakovljevic was at PowerPlex 2014 recently. Here he gives an in-depth look at Plex Systems and its cloud ERP offering, including a

answers to customer complaints  provided over 100 useful answers to posed questions.   Growth is the lifeblood of a software company, and in this regard Plex is doing well—the company had 66 new go-live customers in 2013 (see Figure 2). SAP, Oracle, QAD, Epicor, Infor , and other older ERP product instances were mentioned as the replaced ones. More and more customers are happy to provide reference calls to prospective Plex customers. Currently, the vendor has over 400 corporate customers at more than 1,100 sites and divisions, and Read More
How to Rise Above Today’s Economic Challenges: Equip Your Sales Force with Mobile CRM
In today’s tough economic climate, companies need their sales teams operating at peak performance. But traditional customer relationship management (CRM) may be

answers to customer complaints  the office to provide answers to the client's questions. With non-mobile-capable CRM, reps also can't submit an estimate from the customer's location, but again must wait until they are able to log back into the main system. The inability to do these tasks while out in the field only adds to the time spent back at the office on administration and that time doesn't affect just the sales rep's personal productivity, but also the ability to provide customers with the goods or services they expect in a Read More
Integrating Customer Relationship Management and Service Resolution Management
The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies

answers to customer complaints  more consistent and accurate answers to customer inquiries, seamlessly across all the channels. Almost anyone reading this article has experienced frustration when an automated voice response system to which he or she has just dictated a lengthy account number (and plethora of other sensitive information) fails to transfer that information directly to the agent, who finally picks up the phone and asks the customer to repeat the information once again. This is not to mention the case of when a customer is Read More
A Guide to Microsoft’s BI Ecosystem—Understanding Microsoft’s Approach to BI for the Enterprise
In the last 4 to 5 years, the business intelligence (BI) and data management scene has evolved at an incredibly fast pace. Software pioneer Microsoft has

answers to customer complaints  Guide to Microsoft’s BI Ecosystem—Understanding Microsoft’s Approach to BI for the Enterprise In the last 4 to 5 years, the business intelligence (BI) and data management scene has evolved at an incredibly fast pace. Software pioneer Microsoft has extended the reach of its enterprise software solutions to the BI and analytics space by offering a wide variety of software applications to enterprises for performing BI and analytics capabilities based on different organizational needs and requirements. Read More
Is Your Customer Strategy Aligned with Customer Experience
As product differentiations blur, companies are increasingly turning to create customer-centric organizational behavior to establish experience-based

answers to customer complaints  Your Customer Strategy Aligned with Customer Experience As product differentiations blur, companies are increasingly turning to create customer-centric organizational behavior to establish experience-based differentiation (EBD) and remain competitive. This creates unique challenges while implementing a customer relationship management (CRM) strategy in multidepartment organizations with numerous customer touch points. This white paper aims to enable CRM strategy. Read More
To BI or not to BI
Nowadays a company should not even question whether it needs business intelligence (BI) or not. Those who do not have it yet should include it in their future

answers to customer complaints  start by finding the answers to the following questions: Do you know what you want? The main challenge of BI is to get the right information, from the right source, in the right format. No BI tool will give you this unless you have a very good idea of what you want. If you are a decision maker, consult the people directly involved in the activity or process you are monitoring through BI. They might have insights that you ignore or don’t pay enough attention to. Business management methodologies such Read More
Autodesk to Bring Microsoft Business Solutions Closer to PLM
While the recent joining of complementary forces by Microsoft Business Solutions and Autodesk will make many heads turn, a lot more detail and clarifications

answers to customer complaints  to Bring Microsoft Business Solutions Closer to PLM Event Summary At the beginning of October, amid several announcements of strategic extensions for its few enterprise resource planning (ERP) product lines, possibly the most eye-catching was Microsoft Corporation 's (NASDAQ: MSFT) initiative to avail most of its Microsoft Business Solutions (MBS) ERP offerings with long needed pieces of product lifecycle management (PLM) functionality. That will happen through extension of the existing Read More
Ways to Migrate Windows Applications to UNIX/Linux
Migration can be risky and expensive if handled by inexperienced developers. Seemingly small things can lead to bigger issues and cause performance problems

answers to customer complaints  to Migrate Windows Applications to UNIX/Linux Migration can be risky and expensive if handled by inexperienced developers. Seemingly small things can lead to bigger issues and cause performance problems. Hence, the services of a professional migration service provider who has executed similar projects is recommended. Learn about the different ways you can completely migrate from Windows to UNIX and Linux, so that you can make an intelligent, informed decision. Read More
5 DNS Security Risks That Keep You Up At Night (And How To Get Back To Sleep)
DDoS, cache poisoning, footprinting, oh my! Who knew that there were so many ways to threaten the security of your DNS? Read this white paper to find out all of

answers to customer complaints  DNS Security Risks That Keep You Up At Night (And How To Get Back To Sleep) DDoS, cache poisoning, footprinting, oh my! Who knew that there were so many ways to threaten the security of your DNS? Read this white paper to find out all of the scary details about these attacks and what you can do to prevent them. Read More
Managed Services: How to Adapt to the Channel Model of the Future
Low margins, a boom in the managed services sector, and a decreasing reliance on client–server-based infrastructures are drastically changing the business

answers to customer complaints  Services: How to Adapt to the Channel Model of the Future Low margins, a boom in the managed services sector, and a decreasing reliance on client–server-based infrastructures are drastically changing the business landscape for many traditional IT channel players. This paper assesses the challenges facing the IT channel and describes how IT resellers can transform the growing demand for managed services from a threat into a key opportunity for future business success. Read More
The High Cost of Change for ERP: What Does It Take to Keep Up-to-date?
Businesses of all sizes and in all industries are finding it difficult and costly to update and modify enterprise resource planning (ERP) systems after

answers to customer complaints  High Cost of Change for ERP: What Does It Take to Keep Up-to-date? Businesses of all sizes and in all industries are finding it difficult and costly to update and modify enterprise resource planning (ERP) systems after installation. The question isn’t whether a typical ERP solution supports change, but rather at what cost? Learn what midsize companies are doing about maintaining, modifying, and updating their ERP systems post-implementation, and what you could be doing better. Read More
The Prescription to Buying an EMR Solution to Improve Patient Care and Staff Productivity
Purchasing an electronic medical record (EMR) system is a daunting task, as there are many software vendors who cater to this niche industry. That’s why it’s

answers to customer complaints  Prescription to Buying an EMR Solution to Improve Patient Care and Staff Productivity Purchasing an electronic medical record (EMR) system is a daunting task, as there are many software vendors who cater to this niche industry. That’s why it’s essential for you to know what kind of functional requirements your practice or hospital will require to run your daily operational needs. You also need to forecast that whichever system you choose (whether on-demand or on-premise), the software will allow Read More
It’s All about Security: Things to Know Before You Open the Doors to Smartphones and Tablets in Your Enterprise
Mobile devices such as smartphones and tablets may be putting your corporate information at risk. Lost or stolen smartphones that are not password-protected, or

answers to customer complaints  All about Security: Things to Know Before You Open the Doors to Smartphones and Tablets in Your Enterprise Mobile devices such as smartphones and tablets may be putting your corporate information at risk. Lost or stolen smartphones that are not password-protected, or information in corporate e-mail or business applications transmitted wirelessly but not encrypted, can all too easily expose confidential corporate data. Download this white paper to learn about key strategies for protecting your Read More

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