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Best Practices for Improving Performance in Your Contact Center
In successful contact centers, top agents provide a superior experience for customers and ultimately help grow revenue for a company. How does your contact

customer satisfaction survey form template  a superior experience for customers and ultimately help grow revenue for a company. How does your contact center stack up to the competition? Are you doing all you can to run a high-performing contact center that keeps customers happy and builds long-term relationships? In this guide, experts share their top 6 best practices for improving contact center performance. Read More...
Field Service Management (FSM)
Field service management (FSM) software is a set of functionalities for organizations or departments within organizations that have as main focus the intallation, maintanance, reparing, and meter r...
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Documents related to » customer satisfaction survey form template


Evaluating SaaS Solutions: A Checklist for Small and Midsized Enterprises
This paper from Saugatuck Technology discusses relevant criteria for evaluating SaaS solutions targeting small and midsize firms, and raises key questions that

customer satisfaction survey form template  when SaaS providers value customer retention and subscription renewal. HOW REAL ARE THESE CRITERIA Since 2003, Saugatuck has been surveying and interviewing business and IT executives regarding the most important factors in making SaaS decisions, and in working with SaaS. In 2009, we published our latest global SaaS study that includes information regarding what factors are the most important in contributing to executives' satisfaction with SaaS. These data are presented in Figure 1. Two things become Read More...
4 Steps to a Best-run Business
To promote fast growth, small businesses often sacrifice process control for creativity. But sooner or later, unstructured creativity compounded by fast growth

customer satisfaction survey form template  was employee productivity and customer satisfaction consistently decreasing? In an effort to get the calls off hold, the service representatives were forwarding them to anyone available who could pick them up. This led to endless call forwarding, distracted employees, and dissatisfied callers. The example may sound trite in hindsight, but it wasn't until management took a unified view of the impact on employee efficiency and customer satisfaction that the situation became obvious. Establishing Key Read More...
Employee Performance Management: Making It a Reality in Your Organization
Over 90 percent of human resources (HR) professionals rate employee performance management (EPM) as a top priority. Yet considerably fewer have EPM systems

customer satisfaction survey form template  hosting contract term, a customer in this situation can renew the agreement, switch to a different equipment provider or bring the solution in house while continuing to use the software and data resources that the EPM system has been built around. This is ideal if the IT resources already exist to support the system 6. Refine the draft Implementation Plan with preferred vendor in mind Prior to making a presentation to their corporate executive team, HR managers are advised to refine the draft Read More...
Reporting Value of IT Services with Balanced Scorecards
A balanced scorecard is a measurement system for management that provides real insight into the status of a business or some part of it. Developed by Kaplan and

customer satisfaction survey form template  drivers - such as customer service, innovation, operational efficiency, and financial performance - to a series of defined metrics. Companies record and analyze these metrics to help determine if they are achieving their strategic goals. Balanced scorecards can be used to measure IT service quality, drive cost reduction, and improve service quality in critical-to-quality areas. In addition, by translating IT service quality details into business value , they become part of the frontline service offering Read More...
Sales and Operations Planning: the Key to Demand Satisfaction
There is a better way, and you can learn about it in the white paper sales and operations planning: the key to continuous demand satisfaction.

customer satisfaction survey form template  continuously, and successfully, meet customer demand. One that allows you to better synchronize supply and demand so you can avoid serious supply chain problems. Find out how a more effective S&OP process can take your company to the next level of supply chain efficiency and market success. Download your PDF copy of Sales and Operations Planning: The Key to Continuous Demand Satisfaction today. For assistance, please contact customer service. Hours: 8:00 AM to 5:30 PM EST. Phone: +1 514-954-3665, ext. Read More...
SAP Announces SAP 360 Customer
SAP announced its latest business solution, powered by HANA, called SAP 360 Customer, during the SAPPHIRE NOW – SAP TechEd event being held in Madrid. The

customer satisfaction survey form template  Announces SAP 360 Customer SAP announced its latest business solution, powered by HANA , called SAP 360 Customer, during the SAPPHIRE NOW – SAP TechEd event being held in Madrid. The solution aims to move beyond traditional customer relationship management (CRM) and provide organizations with the neccesary capabilities for improving one-on-one customer interactions in real time. SAP calls out the three key components of 360 Customer as real-time insight, real-time interactions, and real-time Read More...
Dell Tops in Customer Satisfaction
Compaq rises, IBM falls, but Dell remains master of the desktop domain.

customer satisfaction survey form template  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...
Sit Customer Sit
Your customers' perception of your company is formed from the packages that arrive at their receiving dock. What do you think they perceive?

customer satisfaction survey form template  Customer Sit How Did Customers Get So Trained? Sit Customer Sit How Did Customers Get So Trained? Featured Author - Ren Jones - October 18, 2003 The Situation I need that shipped overnight! I need that delivered today! Drop it off to me on your way home? I do not want to pay a restocking charge! Do these all sound familiar? I'd be willing to bet you can come up with a book full of the things your customers expect. But where do they get the audacity to expect the sometimes unreasonable? Read More...
Voice of the Customer Analytics
Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of

customer satisfaction survey form template  of the Customer Analytics Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of business objectives, then act upon it to drive change. These solutions can provide an organization with critical data for rapid, targeted decision making, by analyzing and combining customer data from both direct (speech analytics, chat, e-mail) and indirect sources (social media) to gain a holistic view of the customer Read More...
The Customer as a Strategic Asset
Ask 500 CEOs to define the word “customer,” and you’ll come up with 500 different answers—with a few common denominators. It turns out these denominators are

customer satisfaction survey form template  Customer as a Strategic Asset Ask 500 CEOs to define the word “customer,” and you’ll come up with 500 different answers—with a few common denominators. It turns out these denominators are the same ones used to describe an organization’s long-term strategic assets. Yet for many organizations, customers aren’t considered assets at all; and yet they’re expected to constitute the lifeblood of the business itself. Read More...
2011 Customer Relationship Management Buyer's Guide: Innovations in CRM
Customer relationship management (CRM) has matured, and offers more choices than ever before. This buyer’s guide reviews the latest innovations in this software

customer satisfaction survey form template  Customer Relationship Management Buyer's Guide: Innovations in CRM Customer relationship management (CRM) has matured, and offers more choices than ever before. This buyer’s guide reviews the latest innovations in this software space, focusing on cloud, mobile, and social options, and includes a section on the range of customer-centric and process-oriented add-ons and applications available. The guide also includes valuable CRM resources, case studies, and a directory of CRM vendors. 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 satisfaction survey form template  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...
Customer Experience Management: Accelerating Business Performance
Do you spend all your time chasing new customers instead of taking care of the ones you already have? Most customer relationship management (CRM) projects focus

customer satisfaction survey form template  you already have? Most customer relationship management (CRM) projects focus on customer relationships but fail to address customer experience as a loyalty driver. In part two of a two-part series, learn about best practices recommended by customer experience management (CEM) experts, and how they can help you improve long-term loyalty. Read More...
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

customer satisfaction survey form template  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. Read More...

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