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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

customer satisfaction telecom  are multiple forms of customer connection—in-store, online, by phone, on handset—but the commercial experience transcends them all. Operators need to make this consistent. Satisfaction or support : keeping customers satisfied is increasingly expensive as devices like smartphones and networks become more sophisticated. Operators need to keep costs down, but maintain service satisfaction levels. Local or Global : markets differ—high growth in emerging, low growth in established—operators must Read More...

(Forgotten) CRM and ERP Kingdoms in the Making?
Enterprise resource planning (ERP) and customer relationship management (CRM) vendor Consona is determined to establish a CRM “kingdom” based on Consona

customer satisfaction telecom  and the rise in customer satisfaction levels since Intuitive joined Consona is due to the customer-focused operating model. Intuitive is going to lead the way, though, owing to its prowess in the .NET-managed code technology that will become the foundation going forward (see Microsoft .NET-managed Code Enablement: Examples and Challenges ). Consona will leverage the expertise and best practices of the Intuitive architecture, while it implements event-driven architecture and service-oriented architecture 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 telecom


Telefónica Selects TOA Technologies as a Global FSM Solution
As part of its recent major global IT transformation, Telefónica has selected TOA Technologies as its global field service management (FSM) solution provider

customer satisfaction telecom  A continued focus on customer experience through the field workforce : Of the multiple areas and more than a dozen technology pieces Telefónica plans to put in place as part of this broad IT transformation initiative, mobile workforce management (WFM) was the second technology to be selected. This was due to a time-sensitive focus on getting a handle on its primarily contractor-based field workforce (about 80 percent are contractors). The company had limited visibility into contractors' performance, Read More...
Sword Ciboodle-One More BPM-Centric CRM Provider
What does BPM have to do with CRM? Sword Ciboodle can tell you. The vendor delivers process-based customer interaction solutions to contact centers to improve

customer satisfaction telecom  user base. Its ideal customer is one that will work with the vendor to fully understand the goals of the CRM platform, including immediate pain points and success metrics. Those companies that let the Sword Ciboodle team become part of their teams have reportedly given the company some of its greatest work satisfaction and accolades.  Sword Ciboodle prefers companies that share the belief that a contact center should be the creator of a great customer experience, from the simplest e-mail request to an Read More...
A Product Note: Attensity and the Voice of the Customer
Attensity has found a way to truly capture the voice of the customer with its new breed of customer experience management (CEM) solutions. TEC analyst Jorge

customer satisfaction telecom  the Voice of the Customer About Attensity Attensity , an organization with more than 10 years of experience in the customer intelligence market, provides solutions for analysis of unstructured data and offers a new breed of Customer Experience Management (CEM) solutions. The company is headquartered in Palo Alto, California, with offices throughout the United States, Germany, and the United Kingdom. As customer conversations can be used to enhance an organization’s products and services, Attensity has Read More...
Customer Satisfaction Analytics for Market Metrix
GoodData supports Market Metrix customers by helping them answer key questions. They can get results immediately with a drag-and-drop interface and customize

customer satisfaction telecom  Satisfaction Analytics for Market Metrix GoodData supports Market Metrix customers by helping them answer key questions. They can get results immediately with a drag-and-drop interface and customize their own reports. Read More...
Dell Unveils Internet-Enabled Customer Support Strategy
Dell Computer announced its plans to provide Internet-based, automated customer support.

customer satisfaction telecom  Unveils Internet-Enabled Customer Support Strategy Dell Unveils Internet-Enabled Customer Support Strategy R.A. Krause - September 3rd, 1999 Event Summary On August 25th, Dell Computer Corporation said it will provide, over the Internet, advanced customer support capabilities that will eventually help all Dell systems detect, diagnose and resolve most of their own problems automatically without human interaction. Market Impact Dell is getting in early on the overall electronic support marketplace, Read More...
Customer Process Management Drives Profitability in Financial Services
As competition in the financial sector increases, many financial services providers are seeking ways to improve customer service and profitability through

customer satisfaction telecom  seeking ways to improve customer service and profitability through process efficiency. By developing rich integration between customer data and allowing that data to be managed by the business users, customer process management (CPM) enables financial services organizations to adapt to changing market demands and maximize their competitive edge. Read More...
Customer Care and Billing (CC&B)
Customer care and billing (CC@B) solutions typically support providers of utilities, telephony, cable, or other services providing companies. CC@B software

customer satisfaction telecom  Care and Billing (CC&B) Customer care and billing (CC&B) solutions typically support providers of utilities, telephony, cable, or other services providing companies. CC&B software includes functionality for mediation, provisioning, rating, reporting, financial systems, and billing for voice, data, content, and utility services. 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 telecom  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...
Customer Centricity: The Devil Lies in the Details
The purpose of this white paper is to help readers understand the importance of customer-centricity in today's highly competitive and constantly evolving

customer satisfaction telecom  Centricity: The Devil Lies in the Details The purpose of this white paper is to help readers understand the importance of customer-centricity in today's highly competitive and constantly evolving business landscape. Its aim is to remove misconceptions and guide you to achieve true customer-centricity. 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 telecom  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 telecom  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...
SAP Customer Success Story


customer satisfaction telecom  Customer Success Story Read More...
Customer Feedback Management
Years ago, I took a job as an interviewer because I thought it would be interesting to talk to different people to find out what they thought on a variety of

customer satisfaction telecom  a relationship between the customer and the company. Length: Even the most pleasant things can become annoying or irritating if they take too long. For surveys, it’s essential to get right to the point and get it completed as soon as possible. A customer leaving right in the middle of the survey is worse than a refusal to take the survey because the time spent with that customer is wasted and the information cannot be used at all. Also, people will not be very happy when a “short five minute Read More...

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