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Technology Evaluation Centers (TEC) Research Shows Efficient Field Service Management (FSM) Pivotal in the Age of the Customer
In today’s market, everything starts and ends with the customer. From this perspective, the service sector must ensure fluidity in its operations to guarantee

customer service benchmarking  operations to guarantee positive customer experience. Because of this shift in focus from product to customer, field service management (FSM) software has seen unprecedented growth in recent years and is expected to continue to develop. One of the main factors contributing to this growth is the need of service-based organizations to have a standalone solution focused on determining how to efficiently address customers’ service requests to maintain a positive customer experience, at a competitive cost. 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 service benchmarking


Creating a Winning Data Transmission Service
Today’s data transmission departments are battling for budget and relevance. Moving files and ensuring delivery is getting tougher every day. To successfully

customer service benchmarking  Promote self-service for common customer inquires and file transmission setup Play 4 Differentiate your service Challenge No central transmission facility Every department is doing their own thing&8230;Security audits are failing. Smart play Offer enterprise-wide visibility Provide high availability&8230;Centralize audit and governance reporting&8230;Develop a security strategy. Implement central management and monitoring If you are to build a convincing ROI case for your data transformation service, Read More...
How to Outsell the Competition: The Benchmarking Edge for Successful Sales Execution
Benchmarking is a process where companies compare their performance over time against their competition. In doing so, they can identify where their strengths

customer service benchmarking  capital efficiencies, or in customer service organizations which gather statistics to benchmark customer loyalty. Benchmarking the sales function will bring data driven decision making to the mission critical process of acquiring and retaining customers thus allowing for the deployment of a continuous improvement program in sales. How to Benchmark Sales Benchmarking is a process where companies compare their performance over time against their competition. You'll find there are areas where you are better 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 benchmarking  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...
Benchmarking: How Am I Really Performing?
Benchmarking, as defined by the dictionary, is

customer service benchmarking  help us improve our customer service and our sales. We have an obligation to do as well as we can, so that the store does not just survive but thrives. What Do I Benchmark? So what benchmark measures should we consider? As we said, there are hundreds of choices available, but in reality there are only a handful that can make a real change in our business. Another thing to remember is that benchmarks are often not absolute numbers. For example, imagine if we told you that a good sales benchmark is Read More...
4 Steps to Choosing the Right Device for Field Service Mobility
Choosing the right device for field service management needs is not easy. This white paper will guide you through the different factors, including your

customer service benchmarking  technology outlook, how a customer’s perceptions of you might be affected by the device, and how the hardware features make your employees more efficient. Know the four steps to consider for choosing the right device for your field service mobility needs. Read More...
Predictive Service Excellence for Printers: An Overview of Remote Service Platforms for Printer and Copier Devices
Networked printers and multifunction peripherals often require a high level of support and manual intervention. Secure remote monitoring platforms reduce device

customer service benchmarking  relationships that can drive customer loyalty. Read More...
IFS Field Service Management: Field Service Management (FSM) Competitor Analysis Report


customer service benchmarking  Field Service Management: Field Service Management (FSM) Competitor Analysis Report Read More...
The Power of Web Self-Service
In this document, we will explore the power of online self-service and how it contributes to healthy customer relationships and delivers viable cost savings. We

customer service benchmarking  it contributes to healthy customer relationships and delivers viable cost savings. We will also address how technology from Epicor Software Corporation, a leader in the CRM space, can help deliver successful self-service. Read More...
IFS Field Service Management
IFS Service Management is recognized as a best-of-breed software application for companies managing a field service workforce. It includes everything service

customer service benchmarking  field service lifecycle from customer relationship management (CRM), scheduling, and mobile service, to contract pricing, warranty repair, and parts management. Available extensions include schedule optimization for large field service workforces and enterprise functionality from IFS Applications including maintenance repair and overhaul (MRO). 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

customer service benchmarking  workers require functionality for customer engagement management, service and asset management as well as workforce management. Since most activities in FSM take place outside of the office, mobility is a big component of the a FSM software solutions. Typically, FSM software is not used as a stand-alone solution, as it needs to integrate with Financials, ERP, CRM and EAM to ensure accurate data exchange. Even if its main purpose is to maintain and repair equipment, it can also be used to gather Read More...
E-Business Customer Service Success at H.B. Fuller Company
Chemical company H.B. Fuller has leveraged the Internet to improve their level of customer service.

customer service benchmarking  Business Customer Service Success at H.B. Fuller Company Company Issue    H.B. Fuller Company is a global specialty chemicals manufacturer with annual sales in excess of $1.3 Billion. The company markets and manufactures thousands of products-including adhesives, sealants, and coatings-used in products ranging from automobiles to envelopes, and cereal boxes to satellites. H.B. Fuller sells to customers directly and through distributors in more than 100 countries. H.B. Fuller North America (HBF NA) is Read More...
Bolstering the Call Center with Service Resolution Management Processes
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches

customer service benchmarking  Processes The trend of customer service enablement and the nurturing of customer relationships (which have traditionally been the forgotten stepchildren of CRM) may be overtaking customer acquisition as a main driver of recent CRM deployments. Customer service has historically been provided primarily in person or over the telephone, with limited reference materials available for the customer service representative (CSR). This emerging business model assumes that companies that provide customer service 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 benchmarking  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...

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