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Operational Business Intelligence: Five Things You Need to Know About Improving Your Customer-facing Performance
According to a recent study, 82 percent of respondents are cutting budgets in response to the current recession. Companies are attempting to increase customer

customer facing processes  are attempting to increase customer loyalty to reduce customer churn at a time when the customer relationship may be the only reliable source of revenue. Discover how operational business intelligence capabilities can help top-performing companies better focus on operational processes and performance. Read More...

Improving Customer Engagement with Social CRM
In a previous post I discussed how the social revolution impacted customer relationship management (CRM) and underlined that while processes designed to derive

customer facing processes  Customer Engagement with Social CRM In a  previous pos t I discussed how the social revolution impacted customer relationship management (CRM) and underlined that while processes designed to derive value in CRM remain valid, they are far from being sufficient in the context of social CRM (SCRM). Yet most organizations need structure to conduct their activities. As far as CRM is concerned, the social aspect has brought to the surface what already existed but had been dodged by businesses, for a Read More...
Quote-to-Order (Q2O) Systems
Quote-to-order (Q2O) solutions (sometimes known as configure, price, and quote or CPQ) enable manufacturers to mobilize their mass customization initiatives. These systems can reduce time-consuming...
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Documents related to » customer facing processes


A Lexicon for Customer Relationship Management Success
Despite technological advances, users are dissatisfied with customer relationship management (CRM) systems. Ambiguous terms do not provide the vocabulary for

customer facing processes  of CRM as infrastructure. Customer facing functions need management tools to improve productivity, so the IT organization is chartered with the task of implementing cost effective tools. In this scenario, the cost of tools becomes preeminent and the objective is essentially to make existing processes more efficient. Success, in this case is to improve productivity with minimal investment. But these tools are not designed to simply replace existing tools; they are designed for an enterprise deployment. 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

customer facing processes  Customer Relationship Management and Service Resolution Management A customer relationship management (CRM) system that accommodates complex customer-facing processes requires four key factors to give the system a competitive advantage. The first key factor lies in the application's ability to develop a complete customer profile that supports multiple business units and products. Service organizations need a wide range of customer data, including demographics, financial status, and current and Read More...
PowerCerv Facing Another Stormy Season
PowerCerv, a Tampa, FL based mid-market enterprise applications vendor, has been going through its second major attempt to revitalize itself. In August it

customer facing processes  enterprise operations such as Customer Relationship Management (CRM), order management and business intelligence. eCRM, eOrder and eDashboard address key business operations for companies engaging in e-commerce. Accessible via the Web and any common browser, each component is integrated with the ERP Plus software suite to provide Web access to critical enterprise information, which supports PowerCerv Integrated Enterprise Response. Integrated Enterprise Response enables companies to extend their 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 facing processes  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...
ITIL-Living Processes
The case company decided to carry out an information technology infrastructure library (ITIL) implementation, and in so doing hoped to make production in IT

customer facing processes  IT more visible, increase customer satisfaction, and maintain or increase employee satisfaction in IT. Implement Consulting Group facilitated the process selection and design and managed the requirement collection, selection, and implementation phases of the project. Read More...
Rent.com Selects KANA Cloud Offering for Customer Service
The announcement that KANA Express, a cloud customer service offering, was selected by Rent.com for improved customer engagement was one of more important

customer facing processes  KANA Cloud Offering for Customer Service The announcement that KANA Express, a cloud customer service offering, was selected by Rent.com for improved customer engagement was one of more important announcements preceding the recently held KANA Connections 2012 user conference in Las Vegas, where about 180 attendees were able to hear more about the importance of consistent customer experience via multiple channels of communication. The importance of this news is that KANA Software is now winning customers Read More...
Is Your Store Customer-centric?
Most retailers might say that they are customer-centric, but what does that really mean? After all, there is a huge difference between simply serving a customer

customer facing processes  between simply serving a customer and centering on a customer's specific needs and satisfaction. Students of Your Customers Customer-centric stores are students of their customers, which means that they literally go to school to learn as much as they can about their customers' needs, wishes, dreams, hopes, wants, and desires. Every customer is different. A customer-centric retailer recognizes this fact, and also recognizes that it cannot create a different environment for each individual customer. Read More...
Implementing Document Workflow Processes
Any process that takes place involves workflow. Whether that process is limited to a single individual or multiple people, a series of steps is completed during

customer facing processes   Read More...
Dell Tops in Customer Satisfaction
Compaq rises, IBM falls, but Dell remains master of the desktop domain.

customer facing processes  Tops in Customer Satisfaction Dell Tops in Customer Satisfaction C. McNulty - June 2, 2000 Event Summary HAMPTON, NH -- (May 3, 2000) Technology Business Research ( >www.tbri.com ) just completed its First Quarter 2000 Corporate IT Buying Behavior and Customer Satisfaction Study, part of a quarterly tracking service measuring corporate end-user satisfaction with desktop, Intel-based server and laptop/notebook systems vendors. This quarter's study is based on the opinions of 550 IT managers at large Read More...
A Modern Approach to Improving Customer Support
As products become more complex and customer expectations continue to rise, service and support become increasingly difficult. So how can service and support

customer facing processes  Modern Approach to Improving Customer Support As products become more complex and customer expectations continue to rise, service and support become increasingly difficult. So how can service and support managers transcend these problems and use each customer interaction to build customer loyalty and drive service leveraged revenue? By empowering customers with Web 2.0 technology and enabling users to manage their own experiences. Find out how. Read More...

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