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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 systems:
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:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition
to improved customer satisfaction rates. (...)
Excerpt related to
customer service systems:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initi...
Published:
2009-09-04
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Abstract:
Business strategy, a road map telling us how the business plans to be successful, does not guarantee success. Strategy execution
requires business processes that do what the strategy calls for--and do it well. In today's automated world, these business
processes rely on business systems. Therefore, a dir (...)
Excerpt related to
customer service systems:
... It is difficult to imagine a company with effective business processes for customer
service without expecting it to have effective business systems in place. ...
Published:
2004-07-31
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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 systems:
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:
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 systems:
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:
On July 25, Made2Manage Systems, Inc., a provider of enterprise business systems for small and midsize manufacturers, and
Click Commerce, Inc., the provider of Enterprise Channel Management software and services, announced a new offering to enable
small and mid-sized manufacturers to leverage the Interne (...)
Excerpt related to
customer service systems:
On July 25, Made2Manage Systems, Inc., a provider of enterprise business systems for small and midsize manufacturers, and
Click Commerce, Inc., th...
Published:
2000-08-22
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Abstract:
ROI's approach has always been to offer proven but not necessarily leading-edge product technology, which has allowed the
vendor to provide its customers with easy migration paths to updated technology. (...)
Excerpt related to
customer service systems:
ROI's approach has always been to offer proven but not necessarily leading-edge product technology, which has allowed
the vendor to provide its cu...
Published:
2003-06-03
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Abstract:
ROI Systems continues its disciplined new technology adoption. The moderation component of its strategy has been paying off,
which proves crucial these days when many of its peers that have traditionally had more exciting and flashy products are facing
the crunch. (...)
Excerpt related to
customer service systems:
ROI Systems continues its disciplined new technology adoption. The moderation component of its strategy has been paying off,
which proves crucial ...
Published:
2001-06-11
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Abstract:
Astute IT strategies should help any company develop a strong competitive advantage whether it be improved time-to-market,
better insights about customers behavior and preferences, or to devise a more efficient supply chain. This should be embraced
by Sears Holding and Federation/May. (...)
Excerpt related to
customer service systems:
Astute IT strategies should help any company develop a strong competitive advantage whether it be improved time-to-market,
better insights about c...
Published:
2005-04-20
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Abstract:
The differences between ERP and accountancy solutions are huge. Accountancy solutions help with financial management and
statutory reporting, but do little to streamline or control operational activities. (...)
Excerpt related to
customer service systems:
The differences between ERP and accountancy solutions are huge. Accountancy solutions help with financial management and statutory
reporting, but ...
Published:
2004-09-25
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Abstract:
If Relevant Business Systems deliberately wanted to maintain its astute enterprise system as one of the best-kept secrets
in the A&D and government contracting manufacturing markets, it has certainly succeeded. However, given a growing horde of
viable solutions from larger and more renowned vendors, the (...)
Excerpt related to
customer service systems:
If Relevant Business Systems deliberately wanted to maintain its astute enterprise system as one of the best-kept secrets
in the A&D and governmen...
Published:
2005-01-24
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Abstract:
Surado Solutions aims to provide a complete customer relationship management suite. We'll analyze Surado CRM 5.0 from the
perspectives of core functionality, its distinguishing factors, and the challenges users may face when considering the Surado
solution. (...)
Excerpt related to
customer service systems:
Surado Solutions aims to provide a complete customer relationship management suite. We'll analyze Surado CRM 5.0 from
the perspectives of core fun...
Published:
2006-08-17
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Abstract:
To gain the competitive edge, enterprises are seeking tools to break information silos. Collaborative planning and manufacturing
has given plant-level systems a whole new meaning. (...)
Excerpt related to
customer service systems:
To gain the competitive edge, enterprises are seeking tools to break information silos. Collaborative planning and manufacturing
has given plant-l...
Published:
2005-11-23
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Abstract:
Like many of its peers, Symix Systems, one of the leading mid-market enterprise applications vendors, has been making a big
push into the e-commerce market. A new Symix subsidiary called Frontstep, which was formed in January 2000, has been actively
rounding out its e-business product and strategic consu (...)
Excerpt related to
customer service systems:
Like many of its peers, Symix Systems, one of the leading mid-market enterprise applications vendors, has been making a big
push into the e-commer...
Published:
2000-10-25
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Abstract:
On April 20, Symix Systems, Inc. announced financial results for the third quarter and nine months ended March 31, 2000.
The operating loss is attributed to the Company's continuing investment in its e-business operations, and the delayed rebound
of the traditional enterprise systems market following the (...)
Excerpt related to
customer service systems:
On April 20, Symix Systems, Inc. announced financial results for the third quarter and nine months ended March 31, 2000. The
operating loss is att...
Published:
2000-06-07
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Abstract:
Quote-to-order systems include quotation management and pricing configuration solutions. Pricing configuration engines automate
pricing and quoting processes for manufacturers with complex requirements. Their benefits include quotes that are quick and
accurate, leading to increased customer satisfaction. (...)
Excerpt related to
customer service systems:
Quote-to-order systems include quotation management and pricing configuration solutions. Pricing configuration engines automate
pricing and quotin...
Published:
2007-11-16
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Abstract:
To ensure your warehouse management system is implemented as painlessly as possible, you must assess your warehouse situation
before you decide on a warehouse solution. Using the Pareto Principle, where a minority of inputs yields the majority results;
examining your processes; evaluating your personnel (...)
Excerpt related to
customer service systems:
To ensure your warehouse management system is implemented as painlessly as possible, you must assess your warehouse situation
before you decide o...
Published:
2004-10-01
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Abstract:
Enterprise systems, in fact, are devised to operate by codifying a set of business processes and employees have to learn
the whys, wheres, and whos of the business process (workflows) rather than hows of the software screens. (...)
Excerpt related to
customer service systems:
Enterprise systems, in fact, are devised to operate by codifying a set of business processes and employees have to learn the
whys, wheres, and who...
Published:
2002-07-09
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Abstract:
This article describes the unique challenges of the service supply chain, provides a framework for understanding the service
management decision hierarchy, and highlights the dramatic value proposition available to companies that deploy advanced service
strategies and decision-support tools to address th (...)
Excerpt related to
customer service systems:
This article describes the unique challenges of the service supply chain, provides a framework for understanding the service
management decision h...
Published:
2004-06-22
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Abstract:
Significant differences exist between the new parts production supply chain and the service and replacement parts supply
chain. Companies using conventional, new product inventory methods are missing opportunities to improve efficiency and effectiveness. (...)
Excerpt related to
customer service systems:
Significant differences exist between the new parts production supply chain and the service and replacement parts supply chain.
Companies using c...
Published:
2005-08-01