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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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 customer services kpis


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 kpis  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) sco

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

Customer Care and Billing (CC&B)

Customer care and billing (CC&B) solutions typically support providers of utilities, telephony, cable, or other services providing companies. CC&B software includes functionality for mediation, provisioning, rating, reporting, financial systems, and billing for voice, data, content, and utility services. 

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Documents related to » customer services kpis

Quote-to-order Solutions and Key Performance Indicators


Providers of complex products, systems, and services should view quote-to-order (Q2O) systems as enablers that can improve competitive advantage. At the same time, users should remember that Q2O solutions are not necessarily advantageous for all manufacturing departments or businesses.

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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-added and customer- centric performance allows manufacturers to stay close to the pulse of market changes and dynamics. Learn how performance tools such as dashboards and reporting can help your company monitor performance and enable better and faster decision making.

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Actionable Supply Chain Intelligence: Leveraging the Services Hub


There’s no doubt that competing in today’s global marketplace is tough. In order to survive, organizations must become more aware of what’s going on throughout their supply chain. While many realize the importance of supply chain visibility, some businesses aren’t sure exactly how to achieve it. Find out the five things you’ll need to put together a visibility solution that’ll give you timely, accurate, and useful data.

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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 Norton in the early 1990s, balanced scorecards provide a control system that helps ensure the right balance between different, and often times conflicting, perspectives. For example, an insurance company may increase profitability by offering incentives to claims assessors for taking a tough stance on payout, but will soon find dissatisfaction among its clients that may lead to lost business. Scorecards help ensure this balance and are an improvement over more traditional single dimension approaches that tend to be based purely on expense management and business growth.

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Enhanced Systems & Services


Founded in 1983, Denver, Colorado (US)-based Enhanced Systems & Services, Inc. develops, markets and supports Finesse ERP software, an integrated suite of business management tools designed specifically for engineer-to-order (ETO) and project-oriented manufacturers producing capital equipment and highly engineered products. Finesse is designed for manufacturers in the aerospace and defense, factory automation, environmental, energy, and transportation-product industries, as well as engineering companies.

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How to Achieve a Great--and Profitable--Customer Experience


Learn how to deliver superior customer service in How to Achieve a Great and Profitable Customer Experience.

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The Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010


This paper evaluates various service software solutions for customer service and business process professionals to create differentiated customer experiences and build stronger buyer loyalty. Customers are increasingly online, want self-service options, and demand real-time responses. Also, social media has grown to be an important new channel for interacting with customers and engaging in innovative ways.

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Understanding SOA, Web Services, BPM, BPEL, and More Part One: SOA, Web Services, and BPM


In the larger schema of things, SOA would espouse general, more abstract concepts of software reusability and encapsulation within certain boundaries (as to then provide access to that software via defined interfaces), Web services would then make these SOA concepts vendor-independent due to their use of generally accepted standards, while BPM and BPEL would be some of the engines making the whole system work.

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Enterprise Resource Planning for Services, and Professional Services Automation: Where Do You Draw the Line?


Since the late nineties, enterprise resource planning (ERP) vendors have developed functionality for vertical markets in the service industry. Simultaneously, professional services automation (PSA) became a viable software category. Consequently, deciphering the difference between ERP and PSA remains a challenge.

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Web-site Strategy for Organizations in the Corporate Services Industry


As marketing budgets shrink and companies in the corporate services industry aim to leverage their Web sites as less expensive alternatives to traditional marketing tools, Web-site strategy is becoming more important. Web-site strategy must focus on enhancing credibility, strengthening existing relationships, generating leads, and more. Get tips on how to create a Web-site strategy that will help you achieve these goals.

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