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Insights to Accelerate Services Growth: Account Management, Service Metrics, and Customer Dashboards
A service business should be managed and measured based on the maturity of the business and the specific requirements of its customers. To take this approach

customer service department kpi  These companies recognize that customer service innovation is a way to differentiate themselves from the pack. An emphasis is placed on introducing new offerings – both enhanced product-services and new value-added managed and professional services. Comprehensively understanding customer processes and total cost-of-ownership are fundamental. Front-office processes – services marketing, services sales and pricing – gain more internal mindshare. Executive leadership appreciates the ability of the 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 service department kpi


Five Ways to Positively Impact Customer Retention and Business Operations
Maintaining strong business performance and retaining loyal customers requires continual vigilance and assessment. Establishing metrics that focus on value

customer service department kpi  Best Customer Retention , Customer Service . Table of contents   Executive summary Continuous measurement and improvement Product innovation and quality Delivery performance and speed Lean and green Proactive alert and exception management Summary About Infor   Executive summary Like most businesses today, manufacturers face a variety of factors that can impact the performance of their companies. Many of these business variables are beyond an organization's control, such as the rising cost of energy Read More...
Plant Intelligence as Glue for Dispersed Data?
Enterprises that have manufacturing or plant-level intelligence systems can be guided through the forking paths of exception-based decision-making. Not only

customer service department kpi  purchasing. It also handicaps customer service representatives as they attempt to serve customer requests about the status of their orders. In the worst cases, some data is never synchronized to the master ERP system, which creates a serious communication void and promotesthe dreaded islands of automation . Users should, however, understand that the current generation of plant intelligence software mainly brings visibility, sometimes through composite applications, or the vendor will natively provide Read More...
Talking to (and Learning from) a Retail Store Execution Software Leader - Part 1
My recent post (Software and Human) Help Wanted in Overwhelmed Retail Stores talked about how much attention (and IT investment) retailers pay to their

customer service department kpi  be the culture of customer service that is embedded into Reflexis’ DNA. For the past five years, the vendor has been rated by retailers in independent surveys such as the RIS News LeaderBoard above all other WFM software companies in dozens of customer service categories, such as recommendation, ease of implementation, quality of support, return on investment (ROI), technology innovation, and more. In many instances, Reflexis has been rated number one overall, above all other much larger retail Read More...
QAD Explore 2012: Only Good Things Can Come from Talking to the Customer
As a seasoned provider of enterprise applications for manufacturing companies, QAD knows the importance of listening to its clients. In fact, the company has

customer service department kpi  In addition to the Customer Engagement Program, QAD has lately bolstered its consulting partner ecosystem, currently with 780 partner consultants, 500 of whom are QAD certified. QAD is now working on QAD Bid Site for consulting, where its professional services teams and those of its partners compete for new gigs in a transparent forward auction manner.    Deployment Choices Help as Well With the launch of QAD Enterprise Applications 2007 , the vendor pioneered hybrid deployment, with the customer’s Read More...
Sky Field Service Management Certification Report
Sky by FieldOne is now TEC Certified for online evaluation of field service management (FSM) solutions in the Enterprise Resource Planning (ERP) and Customer

customer service department kpi  Resource Planning (ERP) and Customer Relationship Management (CRM) Evaluation Centers. Certification ensures that FieldOne has demonstrated Sky's support for specific real-world business processes chosen by TEC analysts, and that TEC analysts have analytically and comparatively reviewed research questionnaire data about Sky against known benchmarks. What differentiates Sky from other FSM products is that it is not a proprietary solution and therefore it allows clients who have expertise in Microsoft Read More...
Service Partners
Business Consulting Company, with more than 20 years of experience in ERP, CRM and Supply Chain Management Implementatio Projects.

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

customer service department kpi  Performance Insight Service Performance Insight (SPI Research) provides research, consulting, training, and business planning to professional service organizations (PSOs). 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 service department kpi  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...
A Candid Conversation with a Field Service Workforce Management Leader
ClickSoftware, rooted in field service workforce scheduling and optimization, provides automated workforce management and optimization solutions, on-demand and

customer service department kpi  management (SLM) realm incorporates customer demand forecasting, long- and short-term service capacity planning, shift planning, real-time scheduling, and mobility and location-based services (LBS), as well as ongoing communication with the consumer on the expected arrival time of the service resource. Its Service Optimization Suite of products logically comprises multiple modules to cover all those bases (i.e., ClickSchedule, ClickMobile , ClickPlan , ClickLocate , etc.), and these products can be Read More...
How Web 2.0 Is Transforming CRM: Leveraging Social Media to Improve the Customer Experience
With the rising popularity of Web 2.0 technologies, companies are marketing their products and services to an increasingly savvy customer base. Customers today

customer service department kpi  Media to Improve the Customer Experience With the rising popularity of Web 2.0 technologies, companies are marketing their products and services to an increasingly savvy customer base. Customers today are taking greater control of their own consumer experiences. Learn how some vendors are leveraging social computing to build our customer relationship management (CRM) communities, and building Web 2.0-based CRM applications that help customers achieve success. Read More...
Service Level Agreements for Manufacturers and Software Vendors in the Supply Chain
Supply chains are very complex, as is discrete manufacturing and the software that addresses its needs. To ease the complexities, service level agreements are

customer service department kpi  manufacturers and to final customers. This new reality of manufacturing is now facilitated through supply chain management (SCM). SCM enables today's discrete manufacturers to produce and move goods or components more efficiently, thus arming them with a competitive edge. However, managing compliance, tax laws, internal policies, and contracts between multiple parties can be overwhelming for any manufacturer. This article focuses specifically on contracts—better known as s ervice level agreements 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 service department kpi  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...
The Executive Buying Guide to Employee Self-service
Employee self-service (ESS) is an online technology that automates workflow, and allows both employees and managers to view and update human resources (HR) and

customer service department kpi  self-service,guide,HR,management Read More...
The State of Service Management
This document describes the current state of the service enterprise, and reveals the goals and investments prioritized by service leaders (over 200 polled in a

customer service department kpi  State of Service Management This document describes the current state of the service enterprise, and reveals the goals and investments prioritized by service leaders (over 200 polled in a recent survey) for 2012. It also reveals the performance benchmarks of leading service organizations, and divulges the strategic elements that contribute to best-in-class performance. Read More...

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