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Documents related to » developing customer service


Service Productization
Your Challenge: Get Decision Makers' Approval for a Service Productization. Specific, Measurable, Achievable, Relevant and Time-Bound. Productization of services is accomplished by associating tangible features with intangible service offerings. Tangible features may take the form of personnel, collateral, methodologies, pricing, facilities, or other attributes. Automation tools like enterprise service automation, database, and project management tools serve as enablers to service productization. By associating tangible features with intangible services, the professional services firm can build client confidence.

DEVELOPING CUSTOMER SERVICE: be dramatically improved by developing a standard project plan, predetermining the type of resources to staff it, leveraging scrubbed deliverables from previous engagements, and using pre-built executive interview sheets for data collection. This preparation could be completed on a project-by-project basis in order to manage project risk for any particular engagement. However, by institutionalizing that discipline through productizing the offering once, and then repeating delivery over and over again,
5/16/2005 12:00:00 AM

Good Customer Service Is Simple
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 Thompson lays down some basic requirements for businesses and explains the role of business processes in supporting good customer service.

DEVELOPING CUSTOMER SERVICE: Good Customer Service Is Simple Good Customer Service Is Simple Olin Thompson - November 25, 2010 Read Comments 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? Customer Service—A Simple Definition Customer service means meeting your customer’s expectations. That means you and your customer need to have a mutual understanding of what is expected and you have to deliver on
11/26/2010 8:44:00 AM

What Is Software as a Service?
Though born from the ashes of traditional hosting models, software as a service differs fundamentally from its predecessors. Its software is designed to be delivered as a service, security is better, rich user interfaces are available, and it has greater interactivity.

DEVELOPING CUSTOMER SERVICE: configurations, adding new products, developing closer integration between their systems, and introducing best-in-class business processes. Also, many territorial IT managers will not be pleased with the idea of relinquishing parts of their IT kingdoms, and having to rely on an outside host s ability to impeccably run their data centers, even if the host is a viable business. These issues and a still budding market awareness may explain the findings of a recent study that states that over 60 percent of
3/15/2006

Customer Profile: Multi-Chem
Oilfield production chemicals company Multi-Chem needed a new workflow solution to help manage key documents and processes. The solution needed to reflect the processes employees were currently using, control the workflow of those processes, and pinpoint the location and status of documents. Find out how the company implemented a solution that helped it move away from hard copy forms and inefficient processes.

DEVELOPING CUSTOMER SERVICE: Customer Profile: Multi-Chem Customer Profile: Multi-Chem Source: BP Logix, Inc Document Type: Case Study Description: Oilfield production chemicals company Multi-Chem needed a new workflow solution to help manage key documents and processes. The solution needed to reflect the processes employees were currently using, control the workflow of those processes, and pinpoint the location and status of documents. Find out how the company implemented a solution that helped it move away from hard copy forms and
3/23/2010 11:40:00 AM

Field Service Mobility: Warranty Management
In this white paper, the author discusses the real-life challenges faced by field technicians and how those technicians can be empowered with mobility solutions to improve field productivity, increase the accuracy of diagnostics, reduce warranty and invoicing cycle times, increase service revenues, and most importantly, improve the customer experience.

DEVELOPING CUSTOMER SERVICE: Field Service Mobility: Warranty Management Field Service Mobility: Warranty Management Source: Tavant Technologies Document Type: White Paper Description: In this white paper, the author discusses the real-life challenges faced by field technicians and how those technicians can be empowered with mobility solutions to improve field productivity, increase the accuracy of diagnostics, reduce warranty and invoicing cycle times, increase service revenues, and most importantly, improve the customer experience.
10/10/2011 1:51:00 AM

Navigating Between Service Management Scylla & Charybdis – Part 2 » The TEC Blog
Navigating Between Service Management Scylla & Charybdis – Part 2 » The TEC Blog TEC Blog     TEC Home     About TEC     Contact Us     About the Bloggers     Follow TEC on Twitter    RSS   Discussing Enterprise Software and Selection --> Fast, Accurate Software Evaluations TEC helps enterprises evaluate and select software solutions that meet their exacting needs by empowering purchasers with the tools, research, and expertise to make an ideal decision. Your software selection starts

DEVELOPING CUSTOMER SERVICE: aftermarket, asset management, best buy, call center, clicksoftware, CRM, customer satisfaction, customer service, eam, field service, geek squad, gps, mobile computing, mro, Scylla & Charybdis, service economy, service level agreement, service lifecycle management, sla, slm, spare parts, sustainability, workforce scheduling, TEC, Technology Evaluation, Technology Evaluation Centers, Technology Evaluation Centers Inc., blog, analyst, enterprise software, decision support.
19-03-2010

A Guide to ERP for Service Organizations
Enterprise resource planning (ERP) is enabling service organizations to streamline service delivery, optimize operations, and improve customer satisfaction. In this podcast, TEC analyst Neil Stolovitsky sits down with Oracle’s Ted Kempf for his take on the unique implementation requirements of ERP systems for professional service organizations, as well as the role technology plays in running a successful service business.

DEVELOPING CUSTOMER SERVICE: A Guide to ERP for Service Organizations A Guide to ERP for Service Organizations Shockwave Flash plug-in is not installed or disabled. Enterprise resource planning (ERP) is enabling service organizations to streamline service delivery, optimize operations, and improve customer satisfaction. In this podcast, TEC analyst Neil Stolovitsky sits down with Oracle’s Ted Kempf for his take on the unique implementation requirements of ERP systems for professional service organizations, as well as the role
6/8/2007 11:22:00 AM

It s the Aftermarket Service, Stupid! (Part I) » The TEC Blog
opportunities in addition to developing world-class products. The manufacturing corporate giant has certainly proven the value of serving the product aftermarket, which has recently been purported in a quantifiable manner by many pundits as a high margin business. For instance, AMR Research reported recently that businesses earn 45 percent of gross profits from the aftermarket, yet it is only 24 percent of their revenues, while a recent article in Harvard Business Review claims that we all spend US$1 tril

DEVELOPING CUSTOMER SERVICE: aftermarket service, inventory optimization, mca solutions, mca spo, multi echelon inventory, pbl, performance based logistics, service level agreement, service planning & optimization, servigistics, sla, spare parts, TEC, Technology Evaluation, Technology Evaluation Centers, Technology Evaluation Centers Inc., blog, analyst, enterprise software, decision support.
05-03-2008

Better Performance Management for Service Companies » The TEC Blog
goals. Personnel working with developing performance management systems need to keep in mind they are not just looking for data; they are looking for data which can be influenced and looking for influencing factors which lead to improvement aligned with a corporate goal. Metrics Maneuvers is a worthwhile introduction to the process of defining and monitoring the right KPIs to measure your organization’s service performance, but it may leave the reader wanting more. It is not its aim to discuss the

DEVELOPING CUSTOMER SERVICE: bi, BPM, Business Intelligence, business performance, business performance management, KPI, KPIs, metric, metrics, service performance management, TEC, Technology Evaluation, Technology Evaluation Centers, Technology Evaluation Centers Inc., blog, analyst, enterprise software, decision support.
24-05-2012

Cloud Enablement Service
Navigating a migration to the cloud can be complex and includes more than just simply migrating data. The five-step migration process discussed here was specifically designed to help guide organizations through a successful replacement of an on-premise archiving solution to a cloud-based solution.

DEVELOPING CUSTOMER SERVICE: Cloud Enablement Service Cloud Enablement Service Source: Globanet Document Type: White Paper Description: Navigating a migration to the cloud can be complex and includes more than just simply migrating data. The five-step migration process discussed here was specifically designed to help guide organizations through a successful replacement of an on-premise archiving solution to a cloud-based solution. Cloud Enablement Service style= border-width:0px; />   comments powered by Disqus Related Topics:  
8/8/2013 1:32:00 PM

The ROI of Software as a Service
Many firms see software as a service (SaaS) as having a cost advantage over on-premise in the short run due to its quick implementation times and pay-as-you-go pricing. But many firms question the long-term value of SaaS, wondering if the rent-versus-own model has a cost crossover point? Discover how some firms have obtained long-term value with SaaS solutions as SaaS has moved into larger, more strategic deployments.

DEVELOPING CUSTOMER SERVICE: The ROI of Software as a Service The ROI of Software as a Service Source: SAP Document Type: White Paper Description: Many firms see software as a service (SaaS) as having a cost advantage over on-premise in the short run due to its quick implementation times and pay-as-you-go pricing. But many firms question the long-term value of SaaS, wondering if the rent-versus-own model has a cost crossover point? Discover how some firms have obtained long-term value with SaaS solutions as SaaS has moved into
4/27/2010 4:12:00 PM


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