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Customer Data Integration: A Primer
Customer data integration (CDI) involves consolidation of customer information for a centralized view of the customer experience. Implementing CDI within a

customer service statistics  2006 Introduction Implementing a customer data management system can be the difference between success and failure in terms of leveraging an organization's customer relationship management (CRM) system. Since customers drive profitability, organizations need a way to provide their employees with a single view of the customer and to provide that customer with above-average customer service. Unfortunately, this is not always the case. Disparate applications such as billing and call center systems do not 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 statistics


Managing Customer Returns and RMAs Using Microsoft Dynamics AX
Returned material authorization (RMA) built on sales order functionality, such as that used by Microsoft Dynamics AX, can drastically simplify RMA processes.

customer service statistics  represent sister companies). Intercompany customer for an RMA returned item . Creation of the RMA (and its associated sales order for the returned item) will automatically create an intercompany purchase order within the database for the sister company. A second intercompany purchase order is also generated when you create a replacement order for the RMA. Intercompany vendor for direct delivery of an RMA replacement item . A replacement order line item can involve a purchase from a vendor that represents Read More...
CRM and Technological Solutions: Be the Customer
In CRM, and now e-CRM, its not about the technology, but about focusing on the locus of importance around which CRM applications grew; namely, the customer

customer service statistics  Technological Solutions: Be the Customer CRM and Technological Solutions: Be the Customer R. Garland - June 22, 2001 Introduction  Be the bagel. It was a refrain I heard often in a metalworking shop class I took in one of my engineering classes back in college. The purpose of the class was for the students to both design and build an original device of their own creation, with the purpose of helping them understand that engineers can't work in a vacuum, and they need to understand the implications of Read More...
Converting Service Calls into Sales with Real-time Offer Management
To achieve sustainable success in selling a product or service, you only need to present the right offer to the right customer via the right channel@at the

customer service statistics  inbound interactions. After all, customer service channels secure and retain customers’ attention on a regular basis, and agents tend to know customers’ needs much better than staffers in marketing and sales. Serviceintensive firms normally capture a great deal of information about their customers, who are often service subscribers. And these companies receive a very large number of inbound service calls – often 10 times the volume of salesspecific contacts initiated by customers. Inbound service Read More...
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 statistics  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...
SAP Announces SAP 360 Customer
SAP announced its latest business solution, powered by HANA, called SAP 360 Customer, during the SAPPHIRE NOW – SAP TechEd event being held in Madrid. The

customer service statistics  Announces SAP 360 Customer SAP announced its latest business solution, powered by HANA , called SAP 360 Customer, during the SAPPHIRE NOW – SAP TechEd event being held in Madrid. The solution aims to move beyond traditional customer relationship management (CRM) and provide organizations with the neccesary capabilities for improving one-on-one customer interactions in real time. SAP calls out the three key components of 360 Customer as real-time insight, real-time interactions, and real-time Read More...
Enterprises May Be Overlooking Profits from After-sales Service
If service parts and service personnel management are well managed, manufacturers can significantly improve their profits from service operations. This will

customer service statistics  Based on historical data, customer service departments make a projection for need of service parts for any future time period. Based on this forecast (coupled with lead times, order costs, inventory costs, and other cost factors), service departments decide how much inventory they should be keeping with respect to different service parts. Since there is no firm demand as such, and since supply is totally dependent on this forecast, exact matches of supply with demand is very elusive. Potential for Read More...
5 Key Steps to Make Field Service Profitable
Is field service seen as a cost center at your business? Providing field service can be a complex process, but that does not have to mean it’s unprofitable

customer service statistics  to not only delight customers, but also increase revenue. Here are 5 easy steps to get your field service organization in the black this year. Accomplish all five and get your field techs, customers, and balance sheet in your favor. Read More...
Optimal Service-parts Management
Today’s service-parts organizations, such as those in the aerospace and defense, automotive, agricultural, heavy equipment, and industrial machinery industries,

customer service statistics  and profit growth. Increasing customer demands and a dynamic marketplace are forcing these organizations to operate at new levels of flexibility and responsiveness, to address customer requirements and attain targeted profit margins. 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 statistics  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...
Customer-centric CRM
Companies implement a customer relationship management (CRM) system to balance increasing revenue, decreasing costs, while enhancing the customer experience

customer service statistics  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...
Identify and Leverage Your Existing Service Life Cycles
Service management has become critical for today’s organizations. To remain competitive, businesses need more appropriate services to support their customers

customer service statistics  Field Service Management | Customer Service and Support | Business Service Management | Service Management Operations | Providers of IT Services | Relationship with Customers | Solutions by Service Lifecycle | Service Management White Paper | Serice Life Cycle White Papers | End-to-end Service Lifecycle Management | Service Strategy | IT Professionals | Customer Service Management Software | Service Management Governance | Process Automation Engine | Process-oriented Approach | Service Management Read More...
Epicor for Service Enterprises
Epicor for Service Enterprises is an intuitive and comprehensive enterprise service automation (ESA) solution. It manages and streamlines virtually every

customer service statistics  for Service Enterprises Epicor for Service Enterprises is an intuitive and comprehensive enterprise service automation (ESA) solution. It manages and streamlines virtually every aspect of your service organization—from bid management, engagement delivery, and resource management, to project accounting, portfolio management, and beyond—all within a single solution. Introduced in June 2003, Epicor for Service Enterprises builds on an Epicor investment in professional services automation (PSA) 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 statistics  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...

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