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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 kpis  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
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 kpis


Better Performance Management for Service Companies
It’s been my experience in the business intelligence (BI) and business performance management (BPM) fields—and I’m sure it’s true in other software areas—that

customer service kpis  to demonstrate to the customer the overall service reliability, on-time response rates and agreement compliance. A service performance process works from both ends of the service cycle. Customers need to be able to evaluate their service providers, and service providers need to be able to gather information on how effective their service is and apply their analysis to their internal business processes, which affects the services customers receive and evaluate. An organization’s software applications Read More
The Magic Behind Planning and Executing (Optimal) Service Supply Chains - Part 3
Part 1 of this series established that service supply chains have many planning levels and time horizons, which can be roughly divided into the following

customer service kpis  the right level of  customer service ? Poor mid- to longer-term planning decisions can impair the company’s daily performance, causing problems which could have been avoided through better preparation. The short-term corrective options available to service managers are limited, costly, and sometimes painful. For example, the company can use  overtime ,  subcontract  its services (outsource), relocate resources, cancel training, or cancel vacations, but none of these alternatives are attractive. Read More
IFS To Be At Customers' (Web) Service
IFS invested heavily in both product development and worldwide growth infrastructure for a few years, now with that infrastructure in place, the company’s

customer service kpis  business opportunities, including new customer relationship management (CRM) functions for increasing sales of aftermarket products and services Above-mentioned packaged XML interfaces and out-of-the-box support for SOAP, IBM MQ-series, and Microsoft BizTalk Server Numerous other features for achieving faster implementation and ROI, including advanced web-based training capabilities This is Part One of a two-part analysis of the Market Impact of recent IFS announcements. Part Two will continue the Market Read More
Zef Scientific Selects IFS Enterprise Service Management
IFS has announced that Zef Scientific, Inc., a multi-vendor service provider for high-performance liquid chromatography؎mass spectrometry (HPLC-MS) systems used

customer service kpis  should be seeing more customer wins in the area of field service management (FSM). This space is hotly contested by leading vendors such as Click Software, TOA Technology, Oracle, Ventyx (part of ABB ), etc. Read More
Top Software for Service Companies
For your own customized comparison reports, select a category below:ERP for Service Companies. Professional Services Automation Human Resource Man...

customer service kpis  For assistance, please contact customer service. Hours: 8:00 AM to 5:30 PM EST. Phone: 514-954-3665, ext. 367. Special Offer Files 2010 Read More
Ventyx Service Suite
The Ventyx Service Suite software, services and roadmap have been developed in collaboration with the largest and most progressive group of utilities in the

customer service kpis  Service Suite The Ventyx Service Suite software, services and roadmap have been developed in collaboration with the largest and most progressive group of utilities in the world – over 100,000 mobile technicians and their dispatchers use Service Suite every day. Their ongoing feedback has enabled Ventyx to develop the most comprehensive, intuitive solution with proven functionality to increase productivity and reduce costs: Forecasting enables transparent and accurate workforce planning and the Read More
Multi-channel Service Delivery: Getting Customers the Service they Want, Where, and When they Want It
While today’s best-in-class organizations do leverage multiple channels to eliminate unnecessary dispatches or service calls, they are most interested in

customer service kpis  channel Service Delivery: Getting Customers the Service they Want, Where, and When they Want It While today’s best-in-class organizations do leverage multiple channels to eliminate unnecessary dispatches or service calls, they are most interested in enveloping their customers with the right level of service information via the channels where customers prefer to receive such information. Learn how connecting with customers allows these companies to outperform their peers in key customer-facing and Read More
Case Study: VAI Improves Customer Service with Business Portal
Vormittag Associates, Inc. (VAI) provides enterprise resource planning software and associated services to clients in the manufacturing, wholesale, and retail

customer service kpis  Study: VAI Improves Customer Service with Business Portal Case Study: VAI Improves Customer Service with Business Portal If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. VAI is an award winning software developer and an IBM Premier Business Partner. Founded in 1978, VAI is headquartered in Long Island, New York, with branch offices in Florida, California and Illinois. In conjunction with IBM, the company designs customer driven Read More
Voice of the Customer Analytics
Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of

customer service kpis  of the Customer Analytics Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of business objectives, then act upon it to drive change. These solutions can provide an organization with critical data for rapid, targeted decision making, by analyzing and combining customer data from both direct (speech analytics, chat, e-mail) and indirect sources (social media) to gain a holistic view of the customer Read More
Enhancing the Customer Experience with Loyalty Management: Strengthen the Brand and Improve Customer Retention
Customer churn is very costly—it’s many times more expensive to acquire a new customer than to keep an existing one—so retaining customers by offering a

customer service kpis  the Customer Experience with Loyalty Management: Strengthen the Brand and Improve Customer Retention Customer churn is very costly—it’s many times more expensive to acquire a new customer than to keep an existing one—so retaining customers by offering a superior experience is a top priority. Also, delivering unique experiences to different customer segments is a valuable strategy. Read about how to increase brand equity and retain customers by offering a better experience. 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 kpis  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
Integrating Customer Relationship Management and Service Resolution Management
The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies

customer service kpis  enough attention to key customer service processes and performance measurement changes. Service companies have been realizing more and more lately that there is a need to properly evaluate their customer-facing processes and to provide call center representatives with supporting technologies that allow them to execute processes that improve operational effectiveness. Only in this way can these companies increase customer satisfaction and generate new business opportunities. The integrated CRM and call Read More
Mastering the Customer Experience
Focusing on the customer is not new. But some companies are going deeper into a customer experience management strategy to become customer-centric. Can you

customer service kpis  the Customer Experience Focusing on the customer is not new. But some companies are going deeper into a customer experience management strategy to become customer-centric. Can you manage every part of the interaction and experience your customers have with your company? Learn how to develop a customer-centric approach that will make your customers feel not only connected, but delighted, loyal, and able to be a consistent advocate of your brand. Read More
Web Self-Service
This white paper introduces customer self-service and how using Surado Web Self-Service can increase customer satisfaction, reduce costs, and increase return on

customer service kpis  customer satisfaction and reduce customer service costs. This paper will discuss the various self-service options available, how to utilize best practices, delivery technology and how customer self-service is tied to the big picture of customer relationship management (CRM). Read More

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