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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 services kpi  respective characteristics relating to customer dashboards across the services framework. Generally speaking, as organizations move from the customer support to the growth phase, customer dashboards tend to: Have metrics that are mutually defined with customers Include jointly defined thresholds and limits Include process variation as well as average indicators Include qualitative as well as quantitative measures Contain robust cross-functional Six Sigma based MAIC (measure, analyze, improve, control) Read More...

How One Sourcing Vendor's Offerings Are Bolstered by a Wealth of Services
Eqos is especially proud of its complementary services portfolio, which stems from a decade's worth of direct experience in providing some of the world's

customer services kpi  Eqos's professional services and customer response teams are confident that customers will begin meeting time-to-value objectives within 60 to 90 days. From program and project management through to configuration and solution deployment, Eqos Express Implementation Services ensures the availability of professionals with the industry and technology expertise required to fill any gaps in the retailer-supplier community expertise, and thus get the user's global sourcing and supplier management programs up 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 services kpi


Holistic Omni-Channel Customer Experience Spotlighted at KANA Connect
I couldn’t make it to the KANA Connect 2013 conference this September, but the marvels of modern technology allowed me to follow the event in real time through

customer services kpi  C-level executives’ backing of customer experience (CX) enterprise business transformation projects. In the public sector, the “channel shift” initiatives are growing, as governments seek to offer better services at a lower cost. Having had its last acquisition about 18 months ago, KANA has since been able to converge those once diverse products onto a unified platform as required. KANA can provide on-premise and cloud solutions for large enterprises and mid-market organizations both in the Read More...
Reporting Value of IT Services with Balanced Scorecards
A balanced scorecard is a measurement system for management that provides real insight into the status of a business or some part of it. Developed by Kaplan and

customer services kpi  to strategy, consider the customer perspective. The metrics presented will depend on the organization's value proposition to its clients. For example, this could be a cost proposition based on operational excellence; an innovation proposition based on leadership; or a very client-specific proposition based on client intimacy. In IT outsourcing terms, these three different value propositions actually span the full gamut of the outsourcing market: from cost oriented ISPs, through fully sourced engagements, Read More...
Five Ways to Positively Impact Customer Retention and Business Operations
Maintaining strong business performance and retaining loyal customers requires continual vigilance and assessment. Establishing metrics that focus on value

customer services kpi  them strengths for improving customer retention. All Plants U.S. Canada Number of Plants 915 782 133 Significant Threat 14.5% 13.4% 21.1% Moderate Threat 24.5% 24.3% 25.6% Slight Threat 35.1% 36.1% 29.3% No Threat 25.9% 26.2% 24.1% In the meantime, these and many other factors have enabled unlikely competitors to threaten businesses that have long held a secure position in their markets. Manufacturers begin to ask themselves questions such as: Why do seemingly dedicated, long-time customers suddenly move Read More...
IT Services E-Procurement
E-procurement is not just for goods and material. The market now offers IT services e-procurement solutions that open access to service sources and seek to

customer services kpi  Services E-Procurement Introduction Despite retrenching in the dot.com world, analysts project business to business e-commerce to grow to a multi-trillion dollar market over the next few years. This market has driven the development of many e-procurement solutions. While most of these solutions focus on the optimization of the material supply chain, several solutions focus on the optimization of the service supply chain. Some focus specifically on optimization of the IT service supply chain. What are Read More...
Monetizing Services in the New Hyperconnected World: Shifting Business Models from Products to Services
In industries as diverse as high tech, financial services, and telecommunications, companies such as yours are rapidly changing their business models and

customer services kpi  Services in the New Hyperconnected World: Shifting Business Models from Products to Services In industries as diverse as high tech, financial services, and telecommunications, companies such as yours are rapidly changing their business models and launching new hyperconnected services via the Internet and wireless networks. This white paper examines the challenges of monetizing these new services in today’s economy—and proposes solutions that will help you achieve your goals. Read More...
Improving Customer Engagement with Social CRM
In a previous post I discussed how the social revolution impacted customer relationship management (CRM) and underlined that while processes designed to derive

customer services kpi  Customer Engagement with Social CRM In a  previous pos t I discussed how the social revolution impacted customer relationship management (CRM) and underlined that while processes designed to derive value in CRM remain valid, they are far from being sufficient in the context of social CRM (SCRM). Yet most organizations need structure to conduct their activities. As far as CRM is concerned, the social aspect has brought to the surface what already existed but had been dodged by businesses, for a Read More...
Dell Unveils Internet-Enabled Customer Support Strategy
Dell Computer announced its plans to provide Internet-based, automated customer support.

customer services kpi  Unveils Internet-Enabled Customer Support Strategy Dell Unveils Internet-Enabled Customer Support Strategy R.A. Krause - September 3rd, 1999 Event Summary On August 25th, Dell Computer Corporation said it will provide, over the Internet, advanced customer support capabilities that will eventually help all Dell systems detect, diagnose and resolve most of their own problems automatically without human interaction. Market Impact Dell is getting in early on the overall electronic support marketplace, Read More...
Social Customer Suite
Lithium’s Social Customer Suite powers customer experiences, helping companies to build brand nations and online communities of customers.

customer services kpi  Customer Suite Lithium’s Social Customer Suite powers customer experiences, helping companies to build brand nations and online communities of customers. Read More...
Customer Chemistry


customer services kpi  Chemistry Read More...
LAN Services


customer services kpi  Services Read More...
ERP for Services (Non-manufacturing)
Typically, ERP systems designed for services industries offer modules that provide back-office support, customer relationship management, time management

customer services kpi  that provide back-office support, customer relationship management, time management, expense management, resource management, and project management capabilities. Depending on the vertical market, additional industry-specific functionality may be included to address unique business requirements. Consequently, project-centric systems for accounting, architecture, construction, engineering, and professional services industries will support project management functionality; whereas health care, field 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

customer services kpi  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...
Application Outsourcing Services
BlueAlly provides a range of custom application development and management services (ADMS), which address both strategic outsourcing and capacity services

customer services kpi  Outsourcing Services BlueAlly provides a range of custom application development and management services (ADMS), which address both strategic outsourcing and capacity services engagement models. ADMS helps its clients meet fast-changing business requirements and challenges, without increasing their budgets. BlueAlly provides ADMS across various platforms and technologies, including integration of multiple technology environments. BlueAlly's specific application development services include full Read More...

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