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Building a Customer-centric Enterprise Knowledge Base for Improved Customer Support
Within an organization, knowledge bases (KBs) of known product issues and their resolutions are typically created and managed by customer support teams. Their

customer base  Knowledge Base for Improved Customer Support Within an organization, knowledge bases (KBs) of known product issues and their resolutions are typically created and managed by customer support teams. Their obvious use is to maintain different types of methods for addressing various client issues. KBs thus become an important tool in an organization’s armamentarium used for supporting its customers. But clients are unable to access these resources directly—rather they need to go through a customer 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 » customer base


A User Centric WorkWise Customer Conference
WorkWise's business model is all about 'loving the customer'. A recent visit to their Customer Conference showed us the business plan in action. Is it time for

customer base  the needs of their customer base means that users should communicate their needs to the company. Since the long-term value of the relationship to both parties rests on the retention of a sizable user base, customers are urged to stay involved to ensure that the relationship yields value for themselves and other users. Success in numbers should not be forgotten. WorkWise The Company is progressive with a business model dedicated to serving the customer base rather than the search for new accounts. Is this Read More...
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

customer base  have continuously improved the customer experience and can pinpoint new business opportunities.” Butler’s plan is working. A paltry 1% of customers who use the knowledge base have to use the site’s Webform to submit a question for personal attention by a Fandango agent. Even when they do submit, the knowledge base helps rookie agents answer customers’ questions as effectively as veteran staff. Conversion rates and agent productivity have gone up, while email volume has dropped by more than 50%. Read More...
Customer Choices for Achieving Growth
Some will say that the Big Few are in for quite a gamble, given that these market leaders are to introduce a product or concept that directly challenges the

customer base  proposition like a large customer base or a non-emulated vertical solution. Otherwise it will face oblivion. If a publicly traded vendor that does not want to be acquired, then the vendor needs to think of some defensive moves prevent acquisition. Going private, which is possible through an infusion of private funding, repurchasing outstanding shares to ensure majority voting power. Maintaining only a necessary level of cash, resorting to the poison pill shareholders provision, merging with a peer as Read More...
Building a Bigger More Profitable Customer Base with Today's EMM Solutions
Relationship marketing is about understanding customers’ needs and building a marketing strategy around them. The nurturing process helps businesses define the

customer base  a Bigger More Profitable Customer Base with Today's EMM Solutions Relationship marketing is about understanding customers’ needs and building a marketing strategy around them. The nurturing process helps businesses define the process of generating better leads through a clear set of principles, tactics, and related metrics for attracting new customers. Enterprise marketing management (EMM) has also emerged as part of this process, and is critical for marketing consistency and discipline. Read More...
Service: Reduce Cost While Maintaining Customer Satisfaction
Maximizing profit by providing top-quality service at minimum cost is no longer optional – it’s imperative. Reducing the cost of service while keeping customers

customer base  Reduce Cost While Maintaining Customer Satisfaction Maximizing profit by providing top-quality service at minimum cost is no longer optional – it’s imperative. Reducing the cost of service while keeping customers happy is the primary objective of customer service organizations. Customer relationship management (CRM) applications help you streamline customer service processes and reduce cost, enabling you to keep your customers happy and grow your business. Find out how. Read More...
Rethinking Customer Service: The Call Center as Corporate Information Hub
At most companies, the customer service department’s primary goal has been to manage complaints as cheaply as possible, not to build enduring relationships with

customer base  Customer Service: The Call Center as Corporate Information Hub At most companies, the customer service department’s primary goal has been to manage complaints as cheaply as possible, not to build enduring relationships with customers. This e-book looks at how the call center can help drive a proactive, rather than reactive, approach to business. Experts from the call center world share strategies and shifts that must take place within companies if they are to be vital and nimble in the 21st Read More...
Customer Behavior Analysis from Tealeaf Now in IBM’s Analytics Portfolio
We’ve barely had time to assimilate IBM’s acquisition of Vivisimo and now IBM has announced its intention to acquire Tealeaf Technology, a provider of customer

customer base  , a provider of customer experience management and customer behavior analysis applications. IBM is filling in an important piece of the analytics puzzle by reinforcing its analytics capabilities to the customer service behavior area, an important segment of the business analytics arena. IBM customers can now incorporate into their IBM Analytics product stack an application to discover, analyze, and anticipate customer behavior, giving organizations improved applications to enhance customer care, product b Read More...
11Ants Customer Response Analyzer
11Ants Customer Response Analyzer is software that allows marketers to target those customers statistically most likely to respond to a marketing offer.

customer base  Customer Response Analyzer 11Ants Customer Response Analyzer is software that allows marketers to target those customers statistically most likely to respond to a marketing offer. Read More...
Integrating Customer Relationship Management through Software As A Service
The customer relationship management (CRM) market is changing. Over half the market is served by small vendors. Fully integrated business suites like NetSuite

customer base  Customer Relationship Management through Software As A Service The CRM Marketplace According to the research firm Gartner , in the past year alone, more then $3.5 billion (USD) was spent on new customer relationship management (CRM) software licenses, but the top four CRM vendors ( SAP, Siebel, PeopleSoft, and Oracle ) accounted for only 38 percent of this total CRM revenue. Part two of the Comparing On Demand Customer Relationship Management Service Alternatives series. So, despite Oracle's Read More...
Making Customer Experiences a Reality-Five Steps from Vision to Execution
Successful customer experiences change the competitive landscape by separating your company from the competition. Industry wisdom thus has companies focusing on

customer base  Customer Experiences a Reality-Five Steps from Vision to Execution Successful customer experiences change the competitive landscape by separating your company from the competition. Industry wisdom thus has companies focusing on increasing transaction efficiency. However, by executing a customer-centric strategy—with a clear process enforced along every channel of customer interaction—you will tap into the emotions and aspirations of your customers, creating a personal and long-standing 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

customer base  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 are phone, mail, Web, or field. The company can then use this data for specific business purposes, marketing, service, support or sales while concentrating on a customer centric approach rather than a product centric. Customer relationship management defines methodologies, Read More...
The Key to Achieving Global Customer Visibility
A clear customer focus is an essential part of improving business effectiveness and efficiency. But how can businesses achieve global customer visibility in

customer base  Key to Achieving Global Customer Visibility A clear customer focus is an essential part of improving business effectiveness and efficiency. But how can businesses achieve global customer visibility in today's competitive market? With the implementation of a master data management (MDM) solution, businesses can gain multidimensional, real-time visibility of their customers, resulting in improved competitiveness, higher profit margins, and reduced business risk. Read More...
10 Facts about Intelligent Virtual Assistants and How They Improve the Customer Experience
Have you ever thought about what goes into designing and optimizing an intelligent virtual assistant? Or how an avatar can create an even better customer

customer base  How They Improve the Customer Experience Have you ever thought about what goes into designing and optimizing an intelligent virtual assistant? Or how an avatar can create an even better customer experience? Read this guide to uncover the mysteries of virtual assistant design and selection, and get insight into the latest research on the best interactive models and how to use virtual assistants to drive online sales, service, and product education. Read More...
How to Measure Customer Satisfaction
Organizations often rely on surveys and questionnaires to determine customer satisfaction ratings, but such methods merely offer a perceived customer rating

customer base  to Measure Customer Satisfaction Originally Published - April 30, 2008 Project-based organizations place a lot of emphasis on customer satisfaction, and rightly so, as customer satisfaction is the key for improving these companies' internal processes. A customer satisfaction rating (CSR) is often obtained through a questionnaire—the customer satisfaction survey (CSS). This method, however, suffers from the drawback of customers likely being emotionally influenced while filling out these questionnaires Read More...

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