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Customer Focused Self-service: Building the Balanced Business Case
Countless customers are engaging in self-service, in the process helping companies save millions by deflecting service interactions to cheaper channels. At many

customer service scorecard  taking control of their customer service interactions. By 2010, says Gartner, self-service will account for 58% of interactions.ii At the product level, commoditization is taking hold. Looking for new avenues of competitive advantage, companies are enhancing pre and post-sale services to improve the customer experience. More importantly, customers will reward the company able to provide a better service experience. A recent study shows that 99% of U.S. adults said that, if they had a positive customer ser 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 scorecard


Six Sigma for IT Service Level Management
Industry analysts, Enterprise Management Associates (EMA), recently conducted research to understand how widespread the acceptance of Six Sigma is for managing

customer service scorecard  now a given and customer satisfaction-both internal and external-is more important than ever. Service level management (SLM) has emerged as a requirement for nearly all IT organizations. SLM is the process of managing IT resources from a business perspective. Priorities aligned with business goals are defined and commitments are made to achieve particular service levels using an instrument called the service level agreement (SLA) . Specific service commitments can be many in any given SLA and are called Read More...
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 scorecard  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...
The Impact of IT Service on Business Process Management
There are potential benefits of operating business process management (BPM) side-by-side with business service management (BSM). BPM and BSM are emerging

customer service scorecard  by IT service failure, customer service reps can be instructed to take customer information for callback. This is infinitely preferable to the all too common response: the computer system is down, please call back later . Provisioning IT Service in the Agile Enterprise Utility computing, together with grid and on-demand computing, offers a way forward for organizations looking for agility and is the subject of intense discussion in the IT industry. These models promote agility and cost reduction through Read More...
Addressing Strategy Management and the Balanced Scorecard
Organizations often see a significant gap between their strategic plans and their ability to execute them, and many try to implement scorecards to solve

customer service scorecard  Balanced Scorecard Toolkit , Customer Lead Time (CLT) , Strategic long term objectives , Strategic management concepts , Objectives strategic management , Management Strategies , Performance Management , Balanced scorecard strategy , Strategic Management Organizations often recognize that there is a significant gap between their strategic plans and their ability to execute them. Many try to implement tools known as scorecards to solve this problem. Unfortunately, in doing so they often put measures into 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 scorecard  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...
Creating the Single Customer View
With today’s strategic focus on data, a significant challenge facing companies is the ability to use data to create a single customer view (SCV). An SCV means

customer service scorecard  the Single Customer View With today’s strategic focus on data, a significant challenge facing companies is the ability to use data to create a single customer view (SCV). An SCV means that a company has a accurate and complete view of their customers across all applications, databases, and customer touch points. The financial, operational, customer satisfaction, and regulatory effects of unreliable SCVs are overwhelming. Read More...
Customer-centric CRM
Companies implement a customer relationship management (CRM) system to balance increasing revenue, decreasing costs, while enhancing the customer experience

customer service scorecard  CRM Companies implement a customer relationship management (CRM) system to balance increasing revenue, decreasing costs, while enhancing the customer experience. However, many implementations fail to do this. Companies, however, can meet these goals by implementing a customer-centric CRM. In this system, all business processes throughout the extended enterprise are optimized around customer life cycle care, which builds stronger relationships. Read More...
Understanding Service-oriented Architecture and Its Impact on Small Manufacturers
Within the manufacturing community, the arrival of the latest, greatest enterprise software technology is often met with skepticism. The right service-oriented

customer service scorecard  data and provide automated customer service information to keep their customers happy. By using technology that ties in with their customers’ business operations, small manufacturers can lock in key relationships. Without a common way to share data across the enterprise and with their partners, small manufacturers are incurring costs to maintain redundant internal systems and participate in electronic data exchange networks. Figure 1. Summarizing the SOA Development Process To define SOA, it is useful Read More...
The Rising Financial Importance of Service
For the Best-in-Class, service is a profit center and a competitive differentiator. As a result, these organizations are yielding soaring financial results

customer service scorecard  best-in-class service to their customers. 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

customer service scorecard  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...
Bolstering the Call Center with Service Resolution Management Processes
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches

customer service scorecard  Processes The trend of customer service enablement and the nurturing of customer relationships (which have traditionally been the forgotten stepchildren of CRM) may be overtaking customer acquisition as a main driver of recent CRM deployments. Customer service has historically been provided primarily in person or over the telephone, with limited reference materials available for the customer service representative (CSR). This emerging business model assumes that companies that provide customer service Read More...
7 Ways Service Culture Can Drive Revenue
Every field service manager and executive strives for the same goal: delight customers while increasing profits. But achieving this holy grail of field service

customer service scorecard  the same goal: delight customers while increasing profits. But achieving this holy grail of field service often proves elusive. Why? Because service companies often take a tactical perspective to solving issues while ignoring cultural changes that are equally important. Know 7 ways to build a strong culture in your service business so you can achieve your business goal. Read More...
Customer-oriented Banking and Account Origination
A decline in customer loyalty has put a great deal of pressure on financial institutions of late. Thus, as banks tailor products and services to meet customer

customer service scorecard  Origination A decline in customer loyalty has put a great deal of pressure on financial institutions of late. Thus, as banks tailor products and services to meet customer demands, they must also boost revenue. That’s why it’s essential to target your most profitable customers with real-time insight that helps you drive revenue, increase profitability, and build long-term relationships with those customers. Read More...
Giving Service Companies a Fast Start
But, there are ways you can succeed, and you can find out about them in the sap white paper, giving service companies a fast start.

customer service scorecard  For assistance, please contact customer service. Hours: 8:00 AM to 5:30 PM EST. Phone: 514-954-3665, ext. 367. Special Offer Files 2009 Read More...

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