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Telecom Re-invention: Optimizing the Online Customer Experience
As networks, devices, and media converge, telecom companies have increasingly complex catalogs of products and services on offer to customers who are, in turn
capacity to meet ever-increasing customer demands whilst still delivering on shareholder expectations. Telcos face a number of complex dilemmas, including: Traditional or new services : revenues from voice are falling, and data is typically offered in all-you-can-eat tariffs. Operators must develop broader catalogues and be full service providers. New entrants or new partners : IT players such as Apple and Google are shifting the revenue share balance of power. Operators need to be flexible, innovative an
Customer Care & Billing RFI/RFP Template
General Requirements, Mediation, Provisioning, Sales and Marketing, Customer Billing, Customer Care, Packages and Promotions, Accounts Receivable, Financial Systems, Enterprise Data Warehouse, Repo...
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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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Product Configurators Pave the Way for Mass Customization
'Mass customization' is the buzzword of the current decade. Customers demand products with lower prices, higher quality and faster delivery; yet they also want
combined. That is, given customer requirements and built-in product descriptions, the configurator will first search from all possible product options and combinations within the restrictions imposed by design constraints, and then generate a valid product configuration exactly matching the customer's specific needs. An engineer-to-order type of configuration is an extension of this such that, each component type is also associated with a pre-defined set of parameters, where each parameter has a
Case Study: Levi Strauss & Co.
Levi Strauss SA needed a marketing application that would support its customer relationship management (CRM) programs. In addition to insight into customer
that would support its customer relationship management (CRM) programs. In addition to insight into customer behavior, Levi’s wanted to know about customers’ preferred communication channels and their response to brand campaigns. Learn about the solution that helps Levi’s achieve this, as part of Levi’s Loop program, by expanding the company’s communication channels.
How to Unbalance Your Scorecard to Better Measure Business Performance
The Balanced Scorecard is one of the most popular methodologies for measuring business performance, with a view to enhancing it. First made popular in the early
Customer. Different measures of customer satisfaction and customer experience will generally lead to customer gain and retention. The Business Process. An efficient organization measures how well internal business processes are performing and ascertains whether these processes lead to customer satisfaction, market gain, and even supply efficiency. The Learning and Growth. This aspect is about improvements to both corporate culture and individual employee practices. How these four perspectives combine is t
Since 1991, Omnivex has been helping transform the way businesses interact with their audiences by empowering them to deliver targeted visual messaging, using a
employee productivity, and improve customer loyalty. It is a single solution that works across all industries and all departments..
The Customer Relationship Management Vision: It Starts with Relationships
An alarming number of companies get on the wrong track when creating a customer relationship management (CRM) vision. Outlined here are four steps that take the
Customer Relationship Management Vision: It Starts with Relationships Originally published - December 19, 2007 When it comes to the creation of a customer relationship management (CRM) vision that truly serves to enhance the customer experience, so many organizational leaders are trapped within their own understanding of what that vision entails. Consider the following statistic: of all CRM programs initiated, roughly 70 percent involve a great solution but a bad implementation plan, resulting in poor
Profiting from Customer Lifecycle Value
Even the most competent customer relationship management (CRM) products cannot guarantee success without a well-grounded strategy. Often CRM initiatives rush to
from Customer Lifecycle Value Even the most competent customer relationship management (CRM) products cannot guarantee success without a well-grounded strategy. Often CRM initiatives rush to fix the technology and business-alignment issues, resulting in temporary CRM success. The purpose of this document is to help organizations in understanding customer lifecycle value for maximizing profits.
Recession? Steal Market Share by Increasing Customer Service!
During a recession, don’t follow the cost-cutting crowd. Of course, be frugal, but in areas that don’t touch the customer. Forget what everyone else is doing
Market Share by Increasing Customer Service! Most challenges your business encounters will be easier to deal with if you have loyal customers. Through continuous, real-time customer feedback, you'll be better positioned to provide the right solutions, differentiate your services, benchmark your performance, prioritize pressing issues, spot emerging trends, and more. Source : Mindshare Technologies Resources Related to Recession? Steal Market Share by Increasing Customer Service! : Customer Service
Best-in-class Marketers Drive Enhanced Customer Loyalty
The path to a complete view of the customer lies not in eliminating data sources but in integrating them and providing access that is easy to navigate and
in-class Marketers Drive Enhanced Customer Loyalty The path to a complete view of the customer lies not in eliminating data sources but in integrating them and providing access that is easy to navigate and always available. This report explores how top-performing companies are capturing, integrating, managing, measuring, and acting on valuable customer data throughout the entire customer lifecycle, to maximize customer loyalty and achieve best-in-class bottom-line results.
MAPICS: Will Customer Satisfaction be Enough?
MAPICS has consistently scored above average in the following customer-service & support benchmarks: reliability, quality of support, vendor stability, ease of
Will Customer Satisfaction be Enough? Vendor Summary MAPICS, Inc., headquartered in Atlanta, GA, is a leading global provider of enterprise business software for mid-size discrete and batch-process manufacturing enterprises and large corporate divisions. MAPICS revenues in fiscal 1998 were $130 million. IBM launched MAPICS II (Manufacturing Accounting and Production Information Control System) software in 1978. It was the first MRP system commercially available for manufacturing enterprises and held
Delivering Superior Customer Value in Insurance
Effective management of customer data is a critical success factor for insurers. To provide products and service that stand out from the crowd, insurers need a
Superior Customer Value in Insurance Effective management of customer data is a critical success factor for insurers. To provide products and service that stand out from the crowd, insurers need a 360-degree view of each customer that covers his or her entire experience with the company. Read this white paper on how information technology that supports tightly integrated, end-to-end business processes can increase insurer responsiveness and customer loyalty.
Listen and Learn: Improving Operations by Using Customer Feedback
Customer service means being aware of needs, problems, and fears. Studies have shown that the cost of acquiring a customer is seven to ten times that of
Improving Operations by Using Customer Feedback Customer feedback from retail units is combined with company website feedback, online services feedback, and central call center feedback. Source : Mindshare Technologies Resources Related to Listen and Learn: Improving Operations by Using Customer Feedback : Customer Feedback Management (CFM) (Wikipedia) Listen and Learn: Improving Operations by Using Customer Feedback Customer Feedback is also known as : Customer Feedback Analysis , Customer Feedback
The Three Cs of Successful Positioning Part Four: The Customer
What's keeping your customer up at night? Know thy customers—and their problems.
Positioning Part Four: The Customer The Three Cs of Successful Positioning Part Four: The Customer Featured Author - Lawson Abinanti - March 29, 2005 Introduction There is no easy, off-the-shelf way to uncover a strong positioning for your business-to-business (B2B) software or service. By definition, every positioning must be unique to be effective. But there is a cut-to-the-chase question that will get you right to the heart of it: What is my target audiences' most pressing problem? Answer that, and
Social CRM: Customer Relationship Management in the Age of the Socially-empowered Customer
Most of your customers and prospects expect you to be involved in social media@and they’ll be more likely to do business with you if you are. So how do you
CRM: Customer Relationship Management in the Age of the Socially-empowered Customer Social CRM: Customer Relationship Management in the Age of the Socially-Empowered Customer If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. Sage provides business software, services and support to small and medium sized businesses. Whilst our heritage is in the small business market we also have the experience and expertise to meet the needs of
How to Deliver a Great Customer Experience and Lower Costs: Achieving Interaction Excellence Across Multiple Touch Points
Whether in a business-to-consumer (B2C) or business-to-business (B2B) context, customers demand multiple channels through which they can find information
to Deliver a Great Customer Experience and Lower Costs: Achieving Interaction Excellence Across Multiple Touch Points Whether in a business-to-consumer (B2C) or business-to-business (B2B) context, customers demand multiple channels through which they can find information, purchase goods, view and pay their bills, request services, or get support based on their specific needs and preferences. Discover solutions that can help you deliver the channels customers demand, and provide a consistently positive
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