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Customer Relationship Management (CRM)
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...
 

 customer service blogs


Delivering Superior Customer Service through Multiple Channels
Find out In the Aberdeen executive survey report, Multi-Channel Service Delivery.

customer service blogs  Superior Customer Service through Multiple Channels Delivering Superior Customer Service through Multiple Channels With multiple new channels of communication that bypass the traditional contact center, what's the most effective way to manage your customer service? Find out In the Aberdeen executive survey report, Multi-Channel Service Delivery . You'll discover how best-in-class companies are leveraging tools like social media, customer Web portals, live chat, SMS, technical boards and forums, r

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Customer Care & Billing RFI/RFP Template

General Requirements, Mediation, Provisioning, Sales and Marketing, Customer Billing, Customer Care, Packages and Promotions, Accounts Receivable, Financial Systems, Enterprise Data Warehouse, Repo... Get this template

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Start evaluating software now

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Customer Relationship Management (CRM)
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...

Documents related to » customer service blogs

Social Learning for Field Service Employees


Although learning might be a top priority for companies who rely on field service employees to sustain their operations, ensuring the ongoing training of these employees can be a challenge. Technology, standards, workflows, etc. that affect the performance of field technicians and agents change frequently; and consequently, companies need to ensure that accurate knowledge reaches their remote

customer service blogs  on the type of customer or sector they serve (B2B or B2C, for example). Training materials should reflect the type of activities and the particularities of the customers faced by each technician. Incorporation of social wisdom —Being an important consequence of social technology, social wisdom often consists of work-arounds, temporary fixes, or improvements to best practices and workflows. All this information should be captured—when appropriate—by formal learning materials. Release notes, user Read More

Differentiation through Service Excellence


With products increasingly becoming commodities, chief executive officers (CEOs) recognize that first-rate customer service is key to enhancing customer satisfaction. While revenue is flattening for many product businesses, service income is increasing. Find out how integrating business processes and customer relationship management (CRM) data can help you deliver new service offerings and improve the customer experience.

customer service blogs  Differentiation through Service Excellence Customer Service Excellence is also known as : Service Excellence Human Resources , Customer Relations Strategy , Customer Service Excellence , CRM Customer Relations Management , Customer Relationship Management CRM Software , Data Mining Customer Relationship Management , Customer Relationship Management SAP , Implement Customer Relationship Management , SAP Best Practices Customer Relationship Management , Customer Experience Management , Customer Experience 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 García looks at how Attensity’s CEM products can help organizations analyze customer conversations across multiple channels, extract actionable data and insights, and route conversations for rapid and effective response, improving their customers’ experience and loyalty.

customer service blogs  to enhance an organization’s customer experience by changing the mechanics of the interaction between the service provider and the customer. Thus, organizations looking for a reliable CEM solution should consider Attensity. Read More

Applying the Power of Social Networks to Customer Relationship Management


Customer relationship management (CRM) is rapidly morphing from a customer management model to one of customer engagement. Social networks, podcasts, blogs, and wikis are enabling customers to become advocates, and not simply the targets they were in the traditional CRM process. The same techniques are also being used within the CRM industry itself to create a content-rich, social media environment for CRM professionals. Find out what these sweeping changes mean to businesses and CRM professionals alike, as TEC's director of research Wayne Thompson sits down with Paul Greenberg and Bruce Culbert of BPT Partners, a leading CRM consulting firm.

customer service blogs  of Social Networks to Customer Relationship Management The era of managing your customer with a traditional customer relationship management (CRM) process is rapidly coming to an end. CRM is undergoing a revolutionary transformation, changing from a customer management model to one of customer engagement, and Web 2.0 technology is at the heart of this change. Social networks, podcasts, blogs, and wikis are enabling customers to become advocates rather than simply targets, giving them the means to express Read More

What Is Software as a Service?


Though born from the ashes of traditional hosting models, software as a service differs fundamentally from its predecessors. Its software is designed to be delivered as a service, security is better, rich user interfaces are available, and it has greater interactivity.

customer service blogs  names, see Comparing On-demand Customer Relationship Management Service Alternatives ) generally offer good solutions for standard business operations. However, by using multi-tenant architecture, which requires volumes of customers on a single instance of the database, they sometimes cannot give companies the kinds of differentiators they need to increase sales and profits or to gain market share. These differentiators follow the 80:20 rule , where 80 percent of any company is similar to its Read More

Customer Relationship Management for IT Professionals


What makes a strong supplier/customer relationship? The bottom line is trust. However, trust needs to be earned through a series of conversations and commitments that have been met.

customer service blogs  Management for IT Professionals Customer Relationship Management for IT Professionals J. Dowling - January 17, 2001 Introduction A satisfying relationship between IT and line of business is maintained through ongoing dialogue that is meaningful to both parties. The discipline of Conversations for Alignment, a title for a simple technique for making and managing commitments, enables such a dialogue. My consulting group and I have done a good deal of research into what makes a strong supplier/customer 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 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.

customer service blogs  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

A Green Guide to Streamlining Field Service Operations: Saving Money . . . and the Planet


With three primary “green” benefits to implementing cutting-edge field service technology solutions, every company—across any industry—can justify the effort based on the specific priorities that speak to it. In this analysis, we will review each of these benefits, outlining the range of advantages and concrete ROI. Regardless of a company’s priorities, this multi-layer list of benefits makes the decision a clear one.

customer service blogs  Green Guide to Streamlining Field Service Operations: Saving Money . . . and the Planet With three primary “green” benefits to implementing cutting-edge field service technology solutions, every company—across any industry—can justify the effort based on the specific priorities that speak to it. In this analysis, we will review each of these benefits, outlining the range of advantages and concrete ROI. Regardless of a company’s priorities, this multi-layer list of benefits makes the decision a Read More

Service Performance Insight


Service Performance Insight (SPI Research) provides research, consulting, training, and business planning to professional service organizations (PSOs).

customer service blogs  Performance Insight Service Performance Insight (SPI Research) provides research, consulting, training, and business planning to professional service organizations (PSOs). Read More

Service Delivery Innovation: Creating Client Value and Enhancing Profitability


The rules for success in today’s fiercely competitive market are constantly changing. Through service delivery innovation, a company can differentiate itself. But how do you change your service delivery methods to keep existing clients and entice new ones? A networked organization is one of six characteristics of successful service delivery innovation. Find out how you can put them into practice and attain the benefits.

customer service blogs  Networks: Leading Your Company, Customers, and Partners in the Hyper-Connected Economy. Matthew Horenkamp, Industry Principal, Professional Services, SAP America Inc., has over 12 years of experience in software, consulting, and high-tech organizations. During this time, he has defined and delivered value-added business solutions for consult ing, IT services, outsourcing, legal, and staffing firms. Mr. Horenkamp holds an MBA from Georgetown University and a BA in international business from Gettysburg Read More

Optimal Service-parts Management


Today’s service-parts organizations, such as those in the aerospace and defense, automotive, agricultural, heavy equipment, and industrial machinery industries, are pursuing the service- and spare-parts market for revenue and profit growth. Increasing customer demands and a dynamic marketplace are forcing these organizations to operate at new levels of flexibility and responsiveness, to address customer requirements and attain targeted profit margins.

customer service blogs  and profit growth. Increasing customer demands and a dynamic marketplace are forcing these organizations to operate at new levels of flexibility and responsiveness, to address customer requirements and attain targeted profit margins. Read More

Selecting Field Service Management Software


What is a dynamic scheduling engine, and why does your field service management operation need one? Learn the ins and outs of this technology, which can help you adapt to rapidly changing priorities, schedule in real time, meet demanding service level agreements, and more, all while reducing cost.

customer service blogs  Field Service Management Software What is a dynamic scheduling engine, and why does your field service management operation need one? Learn the ins and outs of this technology, which can help you adapt to rapidly changing priorities, schedule in real time, meet demanding service level agreements, and more, all while reducing cost. Read More

Service Productization


Productization of services is accomplished by associating tangible features with intangible service offerings. Tangible features may take the form of personnel, collateral, methodologies, pricing, facilities, or other attributes. Automation tools like enterprise service automation, database, and project management tools serve as enablers to service productization. By associating tangible features with intangible services, the professional services firm can build client confidence.

customer service blogs  service cost | service customer | service define | service definition | service development | service document | service documentation | service evaluation | service framework | service global | service implementation | service industry | service information system | service information systems | service information technology | service issues | service knowledge | service knowledge management | service maintenance | service management | service manufacturing | service marketing | service method | Read More

We Are All IT Users Now: Managed Service Providers, Software as a Service, and the Management of Remote Devices


The network of devices used for information, security, and daily transactions is now ubiquitous, and everyone now relies on it even if they don’t acknowledge it. But network failure can cause widespread disruption, unhappy customers, unproductive employees, and lost business. Ensuring network availability, security, and efficiency is a job for experts who need powerful tools to carry out these tasks. Learn more.

customer service blogs  cause widespread disruption, unhappy customers, unproductive employees, and lost business. Ensuring network availability, security, and efficiency is a job for experts who need powerful tools to carry out these tasks. Learn more. Read More