Home
 > search for

Featured Documents related to »  customer service balanced scorecard

Customer Focused Self-service: Building the Balanced Business Case
Countless customers are engaging in self-service, in the process helping companies save millions by deflecting service interactions to cheaper channels. At many

customer service balanced scorecard  taking control of their customer service interactions. By 2010, says Gartner, self-service will account for 58% of interactions.ii At the product level, commoditization is taking hold. Looking for new avenues of competitive advantage, companies are enhancing pre and post-sale services to improve the customer experience. More importantly, customers will reward the company able to provide a better service experience. A recent study shows that 99% of U.S. adults said that, if they had a positive customer ser 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...
Start evaluating software now
Country:

 Security code
Already have a TEC account? Sign in here.
 
Don't have a TEC account? Register here.

Documents related to » customer service balanced scorecard


Why Service Matters: Enterprise Solutions, Market Differentiation, and IQMS
While IQMS resembles many of its peers from the lower-end of the enterprise applications market, IQMS can tout its comprehensive one-source delivery and

customer service balanced scorecard  IQMS' great reputation for customer support, highlights the company's open lines of communication. Customers are almost never put on hold or have to go through an annoyingly long automated process. Rather, calls are answered by a knowledgeable person, not a recording. The vendor happily lets anyone talk to any of its satisfied customers within selected industries of focus and that have had similar issues as the prospective customer. IQMS also proclaims its confidence by offering a one-year, money-back Read More...
A Response Management Pioneer Offers Its Solution
Kinaxis Inc. is answering the needs of global manufacturers by delivering an on-demand response management service. These services are designed to help

customer service balanced scorecard  the goal of improving customer service and operational performance. Founded in 1984 as Cadence Computer Corporation , the vendor was renamed Webplan Inc . in 1995. Then, in 2005, the company changed its name again to Kinaxis (a combination of “kinetic energy” and “global axis”). Throughout the years and multiple name changes, the company’s solutions have evolved from memory-resident, multisite production optimization capabilities (i.e., fast-acting manufacturing resource planning [MRP]) into a Read More...
The Impact of IT Service on Business Process Management
There are potential benefits of operating business process management (BPM) side-by-side with business service management (BSM). BPM and BSM are emerging

customer service balanced scorecard  by IT service failure, customer service reps can be instructed to take customer information for callback. This is infinitely preferable to the all too common response: the computer system is down, please call back later . Provisioning IT Service in the Agile Enterprise Utility computing, together with grid and on-demand computing, offers a way forward for organizations looking for agility and is the subject of intense discussion in the IT industry. These models promote agility and cost reduction through Read More...
The Alignment-focused Organization
To close the gap between strategy, risk, and execution, companies need to build strategic alignment across all aspects of the business. Learn how your company

customer service balanced scorecard  its sales, marketing, and customer service organizations, as well as for different stores. Tracking both leading and lagging indicators as well as key risk indicators, these scorecards give managers and employees a high-level, balanced overview of risk-adjusted performance against key objectives (see Figure 6). Even if lagging indicators like revenue suggest that the company is doing well today, leading indicators show that problems may lie ahead. Dashboards A dashboard is a visual display of the most Read More...
Optimizing ITIL with SRM Service Resolution Management for the Next-generation Service Desk
IT organizations today are faced with the constant pressure of reducing costs at the service desk, while at the same time ensuring optimal customer service. To

customer service balanced scorecard  same time ensuring optimal customer service. To accelerate their IT infrastructure library (ITIL) initiatives, many are implementing service resolution management (SRM) systems. With the addition of SRM, these organizations can address the core issues required to operate an efficient and strategic service desk. Read More...
Service Network Optimization: Achieving Success in Field Service
Most service delivery managers and executives quickly realize that there are a number of 'pain points' involved in trying to manage service delivery efficiently

customer service balanced scorecard  Network Optimization: Achieving Success in Field Service Most service delivery managers and executives quickly realize that there are a number of 'pain points' involved in trying to manage service delivery efficiently, which can lead to a complete inability to manage business. However, the Service Network Optimization (SNO) model from ServicePower is a set of service offerings and technology designed to help service organizations make the right decisions. Read More...
The Importance and Benefits of Automatic Technician Scheduling in Field Service Operations
Deciding which technicians to assign to service orders, and when to schedule and dispatch them can be a tricky if not complicated process. And that’s not all

customer service balanced scorecard  Importance and Benefits of Automatic Technician Scheduling in Field Service Operations Deciding which technicians to assign to service orders, and when to schedule and dispatch them can be a tricky if not complicated process. And that’s not all! Service demands and schedules are incredibly dynamic and constantly changing throughout the day. Most service companies today require an automated and real-time approach to scheduling field service staff. Know the benefits of implementing a dynamic scheduling Read More...
Software as a Service Is Gaining Ground
Software as a service is the latest incarnation of the hosting model. The demand for cost efficiency, information technology flexibility, and faster return on

customer service balanced scorecard  business value that the customer or user derives from the use of the software service. Hosted applications can be purchased on a rental basis. This means that instead of buying a software license, customers pay a subscription price per user per month (or year), or per number of transactions in certain software categories. ASPs that have reinvented themselves as SaaS providers have done so by first focusing on one or two core areas, such as sales force automation (SFA), e-mail management, e-commerce Read More...
Identify and Leverage Your Existing Service Life Cycles
Service management has become critical for today’s organizations. To remain competitive, businesses need more appropriate services to support their customers

customer service balanced scorecard  Field Service Management | Customer Service and Support | Business Service Management | Service Management Operations | Providers of IT Services | Relationship with Customers | Solutions by Service Lifecycle | Service Management White Paper | Serice Life Cycle White Papers | End-to-end Service Lifecycle Management | Service Strategy | IT Professionals | Customer Service Management Software | Service Management Governance | Process Automation Engine | Process-oriented Approach | Service Management 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 service balanced scorecard  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...
Customer Care & Billing RFI/RFP Template
General Requirements, Mediation, Provisioning, Sales and Marketing, Customer Billing, Customer Care, Packages and Promotions, Accounts Receivable, Financial

customer service balanced scorecard  Provisioning, Sales and Marketing, Customer Billing, Customer Care, Packages and Promotions, Accounts Receivable, Financial Systems, Enterprise Data Warehouse, Reporting, Telephony Products and Services, Utility Products and Services, CATV Products and Services, IP Products and Services, EBPP Services, Technical Requirements Read More...
3 Tips for Integrating Field Service Management Software with ERP
Field service management software often needs to be integrated with other enterprise software. Learn the three essential tips for integrating your service

customer service balanced scorecard  Tips for Integrating Field Service Management Software with ERP Field service management software often needs to be integrated with other enterprise software. Learn the three essential tips for integrating your service management system with enterprise resource planning (ERP) software and other operational systems, data warehouses, or data sources. Read More...

Recent Searches
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z Others