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Abstract:
Customer relationship management (CRM) functionality can fall into four categories: core functionality; non-core functionality;
vertical, industry-specific features; and accounting-related features. When evaluating and selecting a CRM solution, enterprises
must be aware of the potential issues associated (...)
Excerpt related to
customer service evaluation questions:
Customer relationship management (CRM) functionality can fall into four categories: core functionality; non-core functionality;
vertical, industry...
Published:
2005-12-05
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Abstract:
For this Showdown, we looked at all three of the main CRM modules: sales force automation, marketing automation, and customer
service and support. To eliminate any chance of bias and to ensure a level playing field, all the criteria that make up these
three modules in our CRM Evaluation Center were given (...)
Excerpt related to
customer service evaluation questions:
For this Showdown, we looked at all three of the main CRM modules: sales force automation, marketing automation, and customer
service and support....
Published:
2008-09-29
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Abstract:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible.
Hence the need for knowledge management software, which helps companies segment and then distribute the information their
customers want to know. (...)
Excerpt related to
customer service evaluation questions:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence
the need for knowle...
Published:
2007-12-12
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Abstract:
Welcome to TEC's Vendor Spotlight series. This installment focuses on KANA Software, a company founded in 1996 that has evolved
from e-mail management into service experience management. See how KANA's software and service offerings help more than 600
customers manage the entire customer service lifecycl (...)
Excerpt related to
customer service evaluation questions:
... Source: Technology Evaluation Centers. Document Type: TEC ... See how
KANA's software and service offerings help ... manage the entire customer
service lifecycle, from ...
Published:
2011-04-26
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Abstract:
Welcome to TEC's Vendor Spotlight series. This installment focuses on KANA Software, a company founded in 1996 that has evolved
from e-mail management into service experience management. See how KANA's software and service offerings help more than 600
customers manage the entire customer service lifecycl (...)
Excerpt related to
customer service evaluation questions:
... Source: Technology Evaluation Centers. Description: Welcome to ...
how KANA's software and service offerings help ... manage the entire customer
service lifecycle, from ...
Published:
2011-04-26
-
Excerpt related to
customer service evaluation questions:
... The productivity and quality of customer service within the ...
your best practices for aftermarket service (possibly in ... 2011 by Technology Evaluation
Centers, Inc ...
Published:
2009-03-03
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Abstract:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing
efforts. (...)
Excerpt related to
customer service evaluation questions:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious...
Published:
2007-12-07
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Abstract:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition
to improved customer satisfaction rates. (...)
Excerpt related to
customer service evaluation questions:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initi...
Published:
2009-09-04
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Excerpt related to
customer service evaluation questions:
... time traveling and less time actually providing customer service).
... two exhaustive series on service management, we ... 2011 by Technology
Evaluation Centers, Inc. ...
Published:
2010-05-06
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Abstract:
This complete rating detail report covers the vendor or provider's responses to TEC's comprehensive research model. The report
answers your concerns about how your chosen vendors will support your requirements. (...)
Excerpt related to
customer service evaluation questions:
... based on established service level agreements; ... to supplier and
customer references; Transportation ... Transportation Management Systems Software Evaluation
Report. ...
Published:
-
Excerpt related to
customer service evaluation questions:
... questions in TEC’s Outsourcing Evaluation Center pre ...
Amongst these, four questions are related to the ... is the cost of a customer
service department unbearable ...
Published:
2009-06-05
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Abstract:
On-time Product Delivery and Customer Satisfaction.Read White Papers and Other Software for Your Experiment of On-time Product
Delivery and Customer Satisfaction. Fusion UV is the world s leading producer of ultraviolet curing equipment. Its outmoded
legacy system couldn t handle the company s complex man (...)
Excerpt related to
customer service evaluation questions:
On-time Product Delivery and Customer Satisfaction.Read White Papers and Other Software for Your Experiment of On-time Product
Delivery and Custome...
Published:
2010-03-11
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Excerpt related to
customer service evaluation questions:
... to increase profitability and enhance customer satisfaction. ... the
Servigistics SSM suite: Service Knowledge Management ... 2011 by Technology Evaluation
Centers, Inc ...
Published:
2008-12-23
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Excerpt related to
customer service evaluation questions:
... your enterprise’s marketing, sales force automation, customer service,
partner management ... TEC’s CRM Evaluation Center (hint: click the button to ...
Questions? ...
Published:
2008-01-07
-
Abstract:
For this Showdown, we looked at all three of the main CRM modules: sales force automation, marketing automation, and customer
service and support. To eliminate any chance of bias and to ensure a level playing field, all the criteria that make up these
three modules in our CRM Evaluation Center were given (...)
Excerpt related to
customer service evaluation questions:
For this Showdown, we looked at all three of the main CRM modules: sales force automation, marketing automation, and customer
service and support....
Published:
2008-09-29
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Abstract:
Simple questions often have complex answers. Whether they are speaking with you on the phone or placing an order on a Web
storefront, your customers expect immediate gratification. They want to know when their order will ship the moment it is placed.
How do you respond? (...)
Excerpt related to
customer service evaluation questions:
... mode is used by customer service representatives who ...
scenario based on the customer's assigned business ... via a standard workflow process
for further evaluation. ...
Published:
2001-11-24
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Abstract:
Your Challenge: Get Decision Makers' Approval for Rules of the Road for CRM. Specific, Measurable, Achievable, Relevant and
Time-Bound. Customer relationship management (CRM) is more than a product—it’s a philosophy. That’s why, when it comes
to CRM systems, it’s important to understand all th (...)
Excerpt related to
customer service evaluation questions:
Your Challenge: Get Decision Makers' Approval for Rules of the Road for CRM. Specific, Measurable, Achievable, Relevant
and Time-Bound. Customer re...
Published:
2010-03-11
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Excerpt related to
customer service evaluation questions:
... switched providers because of bad customer service (hint: they ...
t want to provide good service in the ... Use. Copyright © 2011 by Technology Evaluation
Centers, Inc ...
Published:
2012-02-29
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Excerpt related to
customer service evaluation questions:
... management, and security and service management ... this further in
Technology Evaluation Centers’ (TEC ... s Guide: New Innovations in Customer
Relationship Management ...
Published:
2011-09-06
-
Excerpt related to
customer service evaluation questions:
... contract management / Customer reference / Customer service
and support / E ... I skipped the technical questions because I ... recommended
by the Evaluation Center, as ...
Published:
2010-01-20