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Abstract:
When the JPMorgan Chase’s Card Services organization began experiencing rapid growth across multiple sites, their performance
improvement team quickly realized it would need a new content authoring solution to continue meeting its training objectives.
The company chose SumTotal ToolBook authoring softw (...)
Excerpt related to
customer online service:
Creating Media-rich Online Courses for Thousands of Customer-service Employees.
Source: SumTotal Systems. Document Type: Case Study ...
Published:
2011-05-31
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Abstract:
Chemical company H.B. Fuller has leveraged the Internet to improve their level of customer service. (...)
Excerpt related to
customer online service:
Chemical company HB Fuller has leveraged the Internet to improve their level of customer service.
Published:
2001-09-15
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Abstract:
In an effort to improve the state of consumer privacy, Federal Reserve Board, the Federal Deposit Insurance Corporation (FDIC),
the Office of the Comptroller of the Currency (OCC), and the Office of Thrift Supervision, on January last year announced
that they have put together joint guidelines to safegua (...)
Excerpt related to
customer online service:
In an effort to improve the state of consumer privacy, Federal Reserve Board, the Federal Deposit Insurance Corporation (FDIC),
the Office of the ...
Published:
2002-02-09
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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
customer online service:
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:
Onyx Software is a CRM vendor that competes in the mid-market. Onyx considers implementation risk, implementation time, and
distribution strategy to be significant competitive variables. The result is a clearly defined ASP strategy that emphasizes
forging quality relationships with a few ASPs. (...)
Excerpt related to
customer online service:
Onyx Software is a CRM vendor that competes in the mid-market. Onyx considers implementation risk, implementation time, and
distribution strategy ...
Published:
2000-10-18
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Abstract:
Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers
and partners with higher levels of service while increasing Great Plains’ operational efficiency. Here’s how Great Plains
uses the web to augment its technical support services. (...)
Excerpt related to
customer online service:
Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers
and partners with highe...
Published:
2000-12-05
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Abstract:
Welcome to TEC's Vendor Spotlight series. This installment focuses on KANA Software, a company founded in 1996 that has evolved
from e-mail management into service experience management. See how KANA's software and service offerings help more than 600
customers manage the entire customer service lifecycl (...)
Excerpt related to
customer online service:
... See how KANA's software and service offerings help more than 600 customers manage
the entire customer service lifecycle, from initial customer contact through
...
Published:
2011-04-26
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Abstract:
Chemical company H.B. Fuller has leveraged the Internet to increase their ability to sell. (...)
Excerpt related to
customer online service:
Chemical company HB Fuller has leveraged the Internet to increase their ability to sell.
Published:
2001-10-01
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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
customer online service:
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:
False myth and common misconceptions are preventing hospitals and clinics from adopting online appointments. (...)
Excerpt related to
customer online service:
False myth and common misconceptions are preventing hospitals and clinics from adopting online appointments.
Published:
2009-05-01
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Abstract:
Chemical company H.B. Fuller has leveraged the Internet to improve their level of customer service. (...)
Excerpt related to
customer online service:
Chemical company HB Fuller has leveraged the Internet to improve their level of customer service.
Published:
2001-09-15
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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
customer online service:
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:
Lipstream, the company that provides voice enabled chat to Excite, also supplies Voice over IP software to eCRM vendors.
Kana is the most recently announced CRM customer. Kana has voice enabled their RealTime offering to provide ecommerce sites
a way to talk to their customers. (...)
Excerpt related to
customer online service:
Lipstream, the company that provides voice enabled chat to Excite, also supplies Voice over IP software to eCRM vendors. Kana
is the most recentl...
Published:
2000-09-06
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Abstract:
Customer relationship management (CRM) can be a tool for positive change in businesses' operations. Or CRM can—unintentionally—cause
a host of problems, from lost employee time to lost customer data. But with the right information, implementing CRM allows
evolution without the upset of revolution. (...)
Excerpt related to
customer online service:
Customer relationship management (CRM) can be a tool for positive change in businesses' operations. Or CRM can—unintentionally—cause
a host of pro...
Published:
2007-09-24
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Abstract:
Oracle seems to have been trying hard to find a magic formula to ramp up its declining applications revenue. Targeting the
lower end of the market with the simplicity hymn might be a part of the solution - provided that the approach is well tuned. (...)
Excerpt related to
customer online service:
Oracle seems to have been trying hard to find a magic formula to ramp up its declining applications revenue. Targeting the
lower end of the market...
Published:
2001-07-10
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Abstract:
The Customer Relationship Management (CRM) RFP Template covers industry-standard functional criteria of CRM that can help
you easily gather and prioritize your business needs in a simple and categorized excel document. More than a RFP template,
it is a working document that serves as a knowledge base refe (...)
Excerpt related to
customer online service:
... Online customer satisfaction surveys; Click'n Talk—online
chat with service representative; Voice over IP; Web collaboration API. ...
Published:
-
Abstract:
As one of the largest Internet marketplaces, eBay proclaims that the trust it enables between buyers and sellers has been
the key to its success. To ensure continued success, eBay wanted to standardize its network security auditing and remediation
processes, and turned to QualysGuard’s vulnerability ma (...)
Excerpt related to
customer online service:
eBay—Securing the World’s Online Marketplace. ... Download <strong>eBay—Securing the
World’s Online Marketplace</strong>. Comments: ...
Published:
2010-03-11
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Abstract:
Front-office vendors Baan Co. and SalesLogix Inc. round out their customer-relationship management application suites adding
new marketing, service, and E-commerce capabilities. (...)
Excerpt related to
customer online service:
Front-office vendors Baan Co. and SalesLogix Inc. round out their customer-relationship management application suites adding
new marketing, servic...
Published:
2000-03-17
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Abstract:
Salesforce.com is now an almost unstoppable force in the world of on-demand customer relationship management. However, it
may be the architect of its own downfall—and Microsoft is poised to take advantage. But will you profit from the Salesforce.com-versus-Microsoft
war? (...)
Excerpt related to
customer online service:
Salesforce.com is now an almost unstoppable force in the world of on-demand customer relationship management. However, it
may be the architect of ...
Published:
2008-10-13
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Abstract:
Onyx Software is one of the few direct competitors of Siebel Systems with a solid chance at long-term success in the CRM
market. A strong customer focus and a commitment to a 100% web-based architecture are just two of its critical success factors.
Find out how Onyx is staking its claim. (...)
Excerpt related to
customer online service:
Onyx Software is one of the few direct competitors of Siebel Systems with a solid chance at long-term success in the CRM market.
A strong custome...
Published:
2000-12-04