-
Abstract:
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. (...)
Excerpt related to
call center service resolution management:
Integrated customer relationship management and call center solutions (sometimes
referred to as service resolution management) have, despite initi...
Published:
2009-09-04
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Abstract:
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 than on outbound telemarketing
efforts. (...)
Excerpt related to
call center service resolution management:
The business case for integrating call center service resolution
management into customer relationship management is becoming increasingly obvious...
Published:
2007-12-07
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Abstract:
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 distribute the information their
customers want to know. (...)
Excerpt related to
call center service resolution management:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence
the need for knowle...
Published:
2007-12-12
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Abstract:
IT organizations today are faced with the constant pressure of reducing costs at the service desk, while at the same time
ensuring optimal customer service. To accelerate their IT infrastructure library (ITIL) initiatives, many are implementing
service resolution management (SRM) systems. With the additi (...)
Excerpt related to
call center service resolution management:
Optimizing ITIL with SRM Service Resolution Management for the Next-generation
Service Desk. Source: Consona. Document Type: White ...
Published:
2010-03-11
-
Excerpt related to
call center service resolution management:
... To that end, SRM/KM adds resolution and case management process ...
The productivity and quality of customer service within the call center
could therefore ...
Published:
2009-03-03
-
Excerpt related to
call center service resolution management:
... For more on the use of KM for call centers, see TEC’s earlier article entitled “Bolstering
the Call Center with Service Resolution Management
Processes.”. ...
Published:
2008-12-23
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Abstract:
Whether you’re a manufacturer, vendor, or customer service company, the increasing pressure to make sales and decrease service
costs affects you. The key to its success is to look at your customer experiences as repeatable life cycles. Instead of viewing
sales and service as independent challenges—so (...)
Excerpt related to
call center service resolution management:
... Source: Consona. Document Type: White Paper Description: Whether you’re a manufacturer, vendor, or customer
service company, the increasing pressure to make ...
Published:
2010-03-11
-
Abstract:
TEC's P.J. Jakovljevic runs down the history of Servigistics, a service lifecycle management (SLM) platform provider, and
interviews its chief visionary. Founded in 1999, Servigistics, initially a service parts planning and optimization (SPP/O)
specialist, has become a full-fledged service lifecycle manag (...)
Excerpt related to
call center service resolution management:
TEC's PJ Jakovljevic runs down the history of Servigistics, a service lifecycle management (SLM) platform provider, and
interviews its chief visi...
Published:
2011-04-08
-
Abstract:
For this Showdown, we looked at all three of the main CRM modules: sales force automation, marketing automation, and customer
service and support. To eliminate any chance of bias and to ensure a level playing field, all the criteria that make up these
three modules in our CRM Evaluation Center were given (...)
Excerpt related to
call center service resolution management:
For this Showdown, we looked at all three of the main CRM modules: sales force automation, marketing automation, and customer
service and support....
Published:
2008-09-29
-
Abstract:
By harnessing .NET possibly more zealously than its creator Microsoft’s Great Plains and Navision enterprise counterparts,
and while difficult market conditions continue to persist, Epicor might be showing us that ‘a brave heart and wise mind’ can
keep it in the mid-market leadership race amongst a (...)
Excerpt related to
call center service resolution management:
... The Customer Self-Service Portal is also built on a .NET based portal ...
in the ERP space, stays on top of call management and problem resolution
solution for ...
Published:
2002-06-11
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Abstract:
Developing the competitive edge involves information gathering and communicating. Using a continuous feedback loop that incorporates
sales, service, and customer satisfaction, will help you realize the benefits of a CRM system. (...)
Excerpt related to
call center service resolution management:
Developing the competitive edge involves information gathering and communicating. Using a continuous feedback loop that incorporates
sales, servic...
Published:
2005-02-16
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Abstract:
Making a CRM investment work is a two-step process that begins with unifying disparate systems by creating and managing standardized,
reusable business definitions mapped to the different CRM system schemas throughout the organization. (...)
Excerpt related to
call center service resolution management:
Making a CRM investment work is a two-step process that begins with unifying disparate systems by creating and managing standardized,
reusable bus...
Published:
2002-12-25
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Abstract:
Creating specific CRM strategies means developing measurable goals and calculating your ROI to achieve them. These in addition
to a technical framework, sales and marketing strategies, including Internet strategies, and customer satisfaction metrics
will create a smooth running CRM machine in your compan (...)
Excerpt related to
call center service resolution management:
Creating specific CRM strategies means developing measurable goals and calculating your ROI to achieve them. These in addition
to a technical fram...
Published:
2005-02-17
-
Abstract:
While Microsoft might be honest today with its claims of staying away from the true enterprise-level CRM applications space,
no one can be sure that its appetite will remain in check for very long. (...)
Excerpt related to
call center service resolution management:
While Microsoft might be honest today with its claims of staying away from the true enterprise-level CRM applications space,
no one can be sure th...
Published:
2002-03-08
-
Abstract:
Microsoft’s ambition will be its greatest challenge, as the company is concurrently experiencing an almost disruptive technology
transition from Windows to .NET, using Internet rather than PCs. Microsoft Business Solutions is now up to its gills with
soul-searching dilemmas, possibly with more issues t (...)
Excerpt related to
call center service resolution management:
Microsoft’s ambition will be its greatest challenge, as the company is concurrently experiencing an almost disruptive technology
transition from W...
Published:
2002-08-16
-
Abstract:
Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric business strategy that is enabled
by a set of applications that support customer-facing functions and management decision making. That may capture the essence
of what CRM is, but it does not begin to capture why (...)
Excerpt related to
call center service resolution management:
Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric business strategy that is enabled
by a set of applic...
Published:
2004-11-08
-
Abstract:
The business ecosystem has shifted focus from corporation to customer, and the location of value has changed with it. Where
value had historically been located in products and services, it is now located in the value produced by the customer. (...)
Excerpt related to
call center service resolution management:
The business ecosystem has shifted focus from corporation to customer, and the location of value has changed with it. Where
value had historically...
Published:
2006-09-21
-
Abstract:
The CRM market is shifting. Instead of looking for an all-purpose and horizontal oriented CRM application, customers are
seeking a more specialized and industry specific tool. From the larger organization to the smallest customers, CRM buyers
are expecting their applications to follow their business mode (...)
Excerpt related to
call center service resolution management:
The CRM market is shifting. Instead of looking for an all-purpose and horizontal oriented CRM application, customers are seeking
a more specialize...
Published:
2003-05-28
-
Abstract:
Mid-sized companies have the agility of small businesses, and are resource-rich enough to handle CRM implementation. However,
without comprehensive planning, attainable objectives, metrics, and check points mid-sized companies will not realize success
and full potential from their CRM system. (...)
Excerpt related to
call center service resolution management:
Mid-sized companies have the agility of small businesses, and are resource-rich enough to handle CRM implementation. However,
without comprehensiv...
Published:
2005-02-14
-
Abstract:
C.R.M. itself is an acronym, standing for Customer Relationship Management. This is part one of three-part article to provide
explanation and meaning for most of the common CRM phraseology. Here, in alphabetical order, is the Lexicon of CRM. (...)
Excerpt related to
call center service resolution management:
CRM itself is an acronym, standing for Customer Relationship Management. This is part one of three-part article to provide
explanation and mea...
Published:
2001-10-12