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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 problems:
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:
The quintessential business challenge is to minimize downtime on assets while minimizing the cost of spare and replacement
parts inventory. To meet these challenges, heavy investments have been made in extensive spare ad replacement parts networks. (...)
Excerpt related to
customer service problems:
The quintessential business challenge is to minimize downtime on assets while minimizing the cost of spare and replacement
parts inventory. To mee...
Published:
2005-07-30
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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 problems:
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:
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 problems:
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:
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 of the value available from servicing products after they have been sold. Service Lifecycle
Management (SLM) promises valuable business benefits (...)
Excerpt related to
customer service problems:
... management requires that service problems and preventative ...
as all relevant contracts, service level agreements ... in order to determine customer
entitlements and ...
Published:
2003-06-11
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Abstract:
Most companies salute good customer service as a key objective. But in its simplest form, what is good customer service?
Outstanding customer service is a competitive advantage. Most companies salute good customer service as a key objective. But
in its simplest form, what is good customer service? Olin T (...)
Excerpt related to
customer service problems:
Most companies salute good customer service as a key objective. But in its simplest form, what is good customer service? Outstanding
customer serv...
Published:
2010-11-26
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Abstract:
Though superficially, IQMS, a small, quiet ERP provider, may be similar to its competitors, by offering fully-integrated
applications and services that are typically expected from larger tier one vendors, IQMS has truly differentiated itself in
the market. (...)
Excerpt related to
customer service problems:
Though superficially, IQMS, a small, quiet ERP provider, may be similar to its competitors, by offering fully-integrated applications
and services...
Published:
2005-04-06
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Abstract:
Chemical company H.B. Fuller has leveraged the Internet to improve their level of customer service. (...)
Excerpt related to
customer service problems:
Chemical company HB Fuller has leveraged the Internet to improve their level of customer service.
Published:
2001-09-15
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Abstract:
Customer relationship management (CRM) can be a tool for positive change in businesses' operations. Or CRM can—unintentionally—cause
a host of problems, from lost employee time to lost customer data. But with the right information, implementing CRM allows
evolution without the upset of revolution. (...)
Excerpt related to
customer service problems:
Customer relationship management (CRM) can be a tool for positive change in businesses' operations. Or CRM can—unintentionally—cause
a host of pro...
Published:
2007-09-24
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Abstract:
On October 25, Hershey Foods Corporation announced a sharp decline in revenue and earnings for its third fiscal quarter ended
September 30, 1999. Consolidated net sales were $1.07 billion compared with $1.22 billion for the third quarter of 1998. Net
income for the third quarter was $87.6 million, or $ 0 (...)
Excerpt related to
customer service problems:
On October 25, Hershey Foods Corporation announced a sharp decline in revenue and earnings for its third fiscal quarter ended
September 30, 1999. ...
Published:
1999-11-01
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Abstract:
Relying on drop-shipping (sometimes called "virtual inventory") is neither as easy nor as profitable as it may appear to
be. Nothing has hurt the adoption of multichannel shopping more than orders which are delayed—or even cancelled—because of
stock-outs. (...)
Excerpt related to
customer service problems:
Relying on drop-shipping (sometimes called "virtual inventory") is neither as easy nor as profitable as it may appear
to be. Nothing has hurt the ...
Published:
2006-08-21
-
Excerpt related to
customer service problems:
... the right level of customer service? Poor mid- to longer-term planning
decisions can impair the company’s daily performance, causing problems which could ...
Published:
2010-05-06
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Abstract:
MATRAnet has added collaborative browsing to its customer relationship management product. (...)
Excerpt related to
customer service problems:
MATRAnet has added collaborative browsing to its customer relationship management product.
Published:
2000-04-17
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Abstract:
Odom’s Tennessee Pride Sausage, Inc. wanted to improve operations and customer service. Their ERP and SCM technology solution
resulted in a fifteen-month project with a three-year payback period. (...)
Excerpt related to
customer service problems:
Odom’s Tennessee Pride Sausage, Inc. wanted to improve operations and customer service. Their ERP and SCM technology solution
resulted in a fifte...
Published:
2001-09-21
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Abstract:
Any manufacturing business is faced with promising accurate delivery dates for customer orders. At the same time, the manufacturer
has to ensure that every order taken, is profitable. This article focuses on the issues related to order delivery date promising
in view of profitability of orders to the man (...)
Excerpt related to
customer service problems:
Any manufacturing business is faced with promising accurate delivery dates for customer orders. At the same time, the manufacturer
has to ensure t...
Published:
2005-11-24
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Abstract:
The customer relationship management (CRM) market is changing. Over half the market is served by small vendors. Fully integrated
business suites like NetSuite standalone solutions like salesforce.com, are heeding the demand for software as a service,
but they are approaching the market with very differen (...)
Excerpt related to
customer service problems:
The customer relationship management (CRM) market is changing. Over half the market is served by small vendors. Fully integrated
business suites l...
Published:
2005-12-06
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Abstract:
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. (...)
Excerpt related to
customer service problems:
Applications are more often outsourced than infrastructure, and this is increasingly done through software as a service (SaaS).
Vendors such as We...
Published:
2006-03-17
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Abstract:
Software-as-a-service solutions are emerging to address almost every business application need considered "mission critical"
including financials and accounting, asset management, and human capital management applications to supply chain management
and channel management solutions. (...)
Excerpt related to
customer service problems:
Software-as-a-service solutions are emerging to address almost every business application need considered "mission critical"
including financials ...
Published:
2007-01-15
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Abstract:
CommerceHub may be destined for leadership in collaborative planning, forecasting, and replenishment; trade promotions; new
product design and introduction; sourcing and procurement; and so on. But given its current size and low global brand recognition,
it is not there yet. (...)
Excerpt related to
customer service problems:
CommerceHub may be destined for leadership in collaborative planning, forecasting, and replenishment; trade promotions; new
product design and int...
Published:
2006-08-29
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Abstract:
Freshwater Software offers powerful solutions for website monitoring. There’s a product or service for every budget and
every type of site, and the customer service behind it all makes this a unique company. (...)
Excerpt related to
customer service problems:
Freshwater Software offers powerful solutions for website monitoring. There’sa product or service for every budget and every
type of site, and t...
Published:
2000-08-28