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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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 customer service lifecycle


Service Lifecycle Management - Tapping into the Value of the Product Aftermarket
Product Lifecycle Management (PLM) addresses the full lifecycle of a product. The focus of most of the current PLM solutions, however, does not make the most

customer service lifecycle  servicing products and increased customer satisfaction. Service Lifecycle Management is a promising initiative that deserves the attention of companies looking for additional revenue opportunities from their products. About the Author Jim Brown has over 15 years of experience in management consulting and application software focused on the manufacturing industries. Jim is a recognized expert in software solutions for manufacturing and has broad knowledge of applying Product Lifecycle Management, ERP,

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

Product Lifecycle Management (PLM)

This comprehensive product lifecycle management (PLM) knowledge base models modern product and design-related aspects of PLM for both discrete and process industries. It details product development and portfolio management, manufacturing process management, ideation and requirements management, service data, and regulatory and compliance criteria. This comprehensive knowledge base incorporates the criteria of TEC's other PLM knowledge bases. 

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Documents related to » customer service lifecycle

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 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.

customer service lifecycle  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

The Best-kept Secret in the Product Lifecycle Management Mid-market


The name Omnify Software may hardly come to mind when one thinks of the product lifecycle management (PLM) leaders, but that might change down the track

customer service lifecycle  capture manufacturing, quality, and customer information, and tie it back to the product record. These capabilities also aim at further improving visibility into all aspects of product development for manufacturers and extending the current capabilities of the PLM solution to support better design practices, improve product quality, and shorten development cycles. As described in Omnify’s brochure, the product has key new modules and enhancements, including the following: Project Management Module . Read More

KANA Attempts the Union of Customer Acquisition and Service


KANA Software is a global provider in customer service solutions delivered on-premise or in the cloud, and these solutions unify and maintain context for customer journeys across agent, Web, social, and mobile experiences. The vendor’s solutions have reduced handling time, increased resolution rates, and improved net promoter score (NPS) at more than 850 enterprises, including half of the Global

customer service lifecycle  a global provider in customer service solutions delivered on-premise or in the cloud, and these solutions unify and maintain context for customer journeys across agent, Web, social, and mobile experiences. The vendor’s solutions have reduced handling time, increased resolution rates, and improved net promoter score (NPS) at more than 850 enterprises, including half of the Global 100 and more than 250 government agencies. The KANA Service Experience Management (SEM) platform combines the realms of Read More

Software as a Service beyond Customer Relationship Management and Sales


Applications are more often outsourced than infrastructure, and this is increasingly done through software as a service (SaaS). Vendors such as WebEx, Webcom, MCA Solutions, and Ariba are delivering applications as SaaS.

customer service lifecycle  Financial, tax, procurement, and customer service management have also followed suit. Companies are choosing to promote SaaS-based strategic sourcing and procurement applications ahead of well-publicized CRM deployments for a number of reasons, including, globalization, Web-based collaboration, manufacturing outsourcing in far-flung regions, and distributed order management (DOM). Quiet SaaS Leaders Given this focus on information and collaboration, WebEx may very well be a leader in SaaS. Many of us Read More

TechRadar: Customer Analytics Methods, Q1 2014


Customer insights professionals are faced with tough decisions about which combination of methods will have the biggest impact on marketing and customer experience goals. And new techniques continue to emerge as the complexity of customer data increases. Forrester has identified 15 key customer analytics methods that customer insights professionals must master.

customer service lifecycle  Customer Analytics Methods, Q1 2014 Customer insights professionals are faced with tough decisions about which combination of methods will have the biggest impact on marketing and customer experience goals. And new techniques continue to emerge as the complexity of customer data increases. Forrester has identified 15 key customer analytics methods that customer insights professionals must master. 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 lifecycle  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

Optimizing ITIL with SRM Service Resolution Management for the Next-generation Service Desk


IT organizations today are faced with the constant pressure of reducing costs at the service desk, while at the same time ensuring optimal customer service. To accelerate their IT infrastructure library (ITIL) initiatives, many are implementing service resolution management (SRM) systems. With the addition of SRM, these organizations can address the core issues required to operate an efficient and strategic service desk.

customer service lifecycle  same time ensuring optimal customer service. To accelerate their IT infrastructure library (ITIL) initiatives, many are implementing service resolution management (SRM) systems. With the addition of SRM, these organizations can address the core issues required to operate an efficient and strategic service desk. Read More

Service Network Optimization: Achieving Success in Field Service


Most service delivery managers and executives quickly realize that there are a number of 'pain points' involved in trying to manage service delivery efficiently, which can lead to a complete inability to manage business. However, the Service Network Optimization (SNO) model from ServicePower is a set of service offerings and technology designed to help service organizations make the right decisions.

customer service lifecycle  Network Optimization: Achieving Success in Field Service Most service delivery managers and executives quickly realize that there are a number of 'pain points' involved in trying to manage service delivery efficiently, which can lead to a complete inability to manage business. However, the Service Network Optimization (SNO) model from ServicePower is a set of service offerings and technology designed to help service organizations make the right decisions. Read More

PTC Windchill 9.0 for Product Lifecycle Management Certification Report


Parametric Technology Corporation's (PTC's) product lifecycle management (PLM) solution, Windchill 9.0, is now TEC Certified. The certification seal is a valuable indicator for organizations who rely on the integrity of TEC’s research services for assistance with their software selection projects. Download this 28-page TEC report for product highlights, competitive analysis, product analysis, and in-depth analyst commentary.

customer service lifecycle  level that satisfies most customers' requirements for certain modules, with a market focus requiring that it differentiate itself through other modules. Not Competitive Zone In terms of Service Data Management (Discrete) and Ideation and Requirements Management modules, Windchill is located in the Not Competitive zone. However, this doesn't necessarily mean that PTC does not provide satisfactory products and services in these two areas. For your specific needs, we recommend you look at a finer 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 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 experience—down to the individual customer level.  

customer service lifecycle  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

Delivering Superior Customer Service through Multiple Channels


Find out In the Aberdeen executive survey report, Multi-Channel Service Delivery.

customer service lifecycle  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, Read More

6 Secrets to Simplify Field Service


Field service can be complex: scheduling technicians, inventory and repair, service contracts, work order management, and more. There are a lot of moving parts—literally! It’s time to simplify. This white paper outlines six secrets that will help streamline your field service organization, delight your customers, and increase your profit margin. Download the white paper and see how ServiceMax can help you get these benefits.

customer service lifecycle  service organization, delight your customers, and increase your profit margin. Download the white paper and see how ServiceMax can help you get these benefits. Read More

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PDG Group Model974

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Evaluating Cloud-Based ERP for Professional Service Organizations


In the webcast Top 5 Reasons Professional Services Organizations Are Embracing the Cloud to learn about: the impact of cloud technology on PSOs; t...

customer service lifecycle  For assistance, please contact customer service. Hours: 8:00 AM to 5:30 PM EST. Phone: +1 514-954-3665, ext.367. Read More