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Voice of Customer: Using Customer Actions That Speak
Traditional voice of customer (VoC) analytics for understanding and predicting customer behavior relies on two types of data sources—structured (customer

customer kpis  of Customer: Using Customer Actions That Speak Traditional voice of customer (VoC) analytics for understanding and predicting customer behavior relies on two types of data sources—structured (customer feedback surveys, focus groups, etc.) and unstructured (blogs, forums, etc.). Data is then organized for use by diverse teams across an organization. Read about how companies can use data captured from customer actions or on-board diagnostic (OBD) systems for VoC analytics. 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 kpis


QAD Explore 2012: Only Good Things Can Come from Talking to the Customer
As a seasoned provider of enterprise applications for manufacturing companies, QAD knows the importance of listening to its clients. In fact, the company has

customer kpis  from Talking to the Customer QAD is one of those rare down-to-earth enterprise software vendors that is all about providing what the manufacturing user base wants: no gimmicks, just the software capabilities please (i.e., to increase competitiveness)! QAD Explore user conference events do not feature the “A List” band concerts or standup acts, and one will not meet many APICS -certified professionals in one place at any other enterprise resource planning (ERP) vendor event, except of course at APICS Read More...
Five Ways to Positively Impact Customer Retention and Business Operations
Maintaining strong business performance and retaining loyal customers requires continual vigilance and assessment. Establishing metrics that focus on value

customer kpis  addressing business performance and customer retention. Manufacturers have always had an eye on the usage of equipment and facilities since proper asset management can help to sustain the life of the asset, as well as reduce maintenance and repair costs. However, many progressive companies are realizing that these traditional approaches to enterprise asset management are no longer enough. Increasingly, manufacturing leaders realize that they also must proactively manage the combined challenges of rising Read More...
Supply Chain Collaboration: The Key to Success in a Global Economy
Outsourcing and global competition are forcing companies to transform their supply chains from linear processes into adaptive networks. Communities of customer

customer kpis  from better visibility into customer takeaway, improved replenishment accuracy, and improved in-stocks, overstock reduction, and promotion. The collaboration provides a direct window into consumer response to new products, existing shelf distribution, and the effectiveness of promotions. The manufacturer and other suppliers can leverage this new influx of information to optimize their supply chain operations. Sales and Operations Planning Sales and operations planning (S&OP) is a widely used Read More...
KPI-driven Supply Chains: How to Master Complexity, Optimize Inventories, and Meet Rising Customer Expectations
In today’s competitive markets, manufacturers and distributors are challenged to achieve supply chain efficiencies that are on par with their rivals. To stay

customer kpis  Inventories, and Meet Rising Customer Expectations In today’s competitive markets, manufacturers and distributors are challenged to achieve supply chain efficiencies that are on par with their rivals. To stay profitable, they must adopt key performance indicators (KPIs) to drive processes. But KPI-driven supply chain execution requires manufacturers and distributors to instrument, analyze, control, and optimize their end-to-end supply chain processes. Find out more. Read More...
Serving the Uncompromising Customer
Everybody’s talking about how improving customer experiences increases loyalty, advocacy, and profitability. And you know you need to do something to deliver

customer kpis  the Uncompromising Customer Everybody’s talking about how improving customer experiences increases loyalty, advocacy, and profitability. And you know you need to do something to deliver great customer experiences across your organization (rather than just at the retail store or call center). So now what? Download this white paper to find out how to kick-start your customer experience improvement initiative. Read More...
How Web 2.0 Is Transforming CRM: Leveraging Social Media to Improve the Customer Experience
With the rising popularity of Web 2.0 technologies, companies are marketing their products and services to an increasingly savvy customer base. Customers today

customer kpis  Media to Improve the Customer Experience With the rising popularity of Web 2.0 technologies, companies are marketing their products and services to an increasingly savvy customer base. Customers today are taking greater control of their own consumer experiences. Learn how some vendors are leveraging social computing to build our customer relationship management (CRM) communities, and building Web 2.0-based CRM applications that help customers achieve success. Read More...
Customer-oriented Banking and Account Origination
A decline in customer loyalty has put a great deal of pressure on financial institutions of late. Thus, as banks tailor products and services to meet customer

customer kpis  Origination A decline in customer loyalty has put a great deal of pressure on financial institutions of late. Thus, as banks tailor products and services to meet customer demands, they must also boost revenue. That’s why it’s essential to target your most profitable customers with real-time insight that helps you drive revenue, increase profitability, and build long-term relationships with those customers. 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 kpis  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...
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 kpis  Lexicon for Customer Relationship Management Success User Dissatisfaction with Customer Relationship Management The customer relationship management (CRM) industry is approaching a ten year anniversary. Despite its longevity, there continues to be a pervasive sense of dissatisfaction within the end user community relative to CRM's perceived delivered value. There are three fundamental factors contributing to this: The industry fails to articulate a clear picture of the value it provides outside of the Read More...
Improve Profitability with Customer Intelligence
The white paper improving your customer life cycle management shows how small and midsized businesses can enjoy virtually seamless front-to-back-of...

customer kpis  Profitability with Customer Intelligence If your front office isn't communicating effectively with your back office, chances are it's creating blind spots that are costing you money. And this is an extremely common problem. Research has shown that many CRM systems provide inadequate front-to-back-office integration. The result is customer data that cannot be shared effectively, and business processes that are prone to errors, delays, and unnecessary paperwork. Over the long term, this turns into 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 kpis  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...
CRM and Technological Solutions: Be the Customer
In CRM, and now e-CRM, its not about the technology, but about focusing on the locus of importance around which CRM applications grew; namely, the customer

customer kpis  Technological Solutions: Be the Customer CRM and Technological Solutions: Be the Customer R. Garland - June 22, 2001 Introduction  Be the bagel. It was a refrain I heard often in a metalworking shop class I took in one of my engineering classes back in college. The purpose of the class was for the students to both design and build an original device of their own creation, with the purpose of helping them understand that engineers can't work in a vacuum, and they need to understand the implications of Read More...

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