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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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 diagram of customer


Social CRM: Customer Relationship Management in the Age of the Socially-empowered Customer
Most of your customers and prospects expect you to be involved in social media@and they’ll be more likely to do business with you if you are. So how do you

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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 » diagram of customer

Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service


Traditionally, utilities have leveraged robust meter, network, and customer service infrastructures. These technologies served the needs of largely regulated energy and utility markets characterized by price regulations, easy access to energy resources, and sufficient infrastructure capacity. There are few examples of "old" technologies that make such a compelling argument against replacement. All that’s about to change.

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Software as a Service beyond Customer Relationship Management and Sales


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.

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The Wizardry of Business Process Management: Part 5


Part 1 of this blog series started a lengthy discussion about the value proposition and parts-and-parcels of business process management (BPM), with an ensuing focus on Pegasystems (also known as Pega) as one of the leading BPM suite providers. Part 2, Part 3, and Part 4 then analyzed in depth a number of the vendor’s “BPM secret sauce” ingredients. Pega is one of the leading vendors in the

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Customer Relationship Management Strategies Part Two: Creating Your Strategy


CRM system can increase your profits and build customer loyalty by streamlining your processes and provide better quality products and services. However, you first must be prepared to overcome lack of requirements, combat scope creep, and compensate for lack of skills.

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Customer Analytics Pay Off


To help organizations develop a customer analytics strategy designed to drive growth and increase customer satisfaction, the IBM Institute for Business Value has identified four stages of organizational capabilities and associated customer analytics strategies.

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Customer Relationship Management for IT Professionals


What makes a strong supplier/customer relationship? The bottom line is trust. However, trust needs to be earned through a series of conversations and commitments that have been met.

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Transforming Customer Service with Business Analytics


Customer service needs to go beyond handling dissatisfied customers and build relationships with customers so they are profitable, loyal advocates. Business analytics can help customer service departments acquire the information and capabilities to transform themselves.

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A Product Note: Attensity and the Voice of the Customer


Attensity has found a way to truly capture the voice of the customer with its new breed of customer experience management (CEM) solutions. TEC analyst Jorge García looks at how Attensity’s CEM products can help organizations analyze customer conversations across multiple channels, extract actionable data and insights, and route conversations for rapid and effective response, improving their customers’ experience and loyalty.

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Social Customer Suite


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

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Improving Customer Relationships: An Integrated Approach


It’s a simple idea: get a better understanding of your customers’ wants and needs, deliver on their expectations, and your revenue will increase. But more than 40 percent of companies surveyed do not have a formal customer relationship management (CRM) strategy in place. And those that have one still struggle with CRM at nearly every stage. Learn more about areas where you can improve your own CRM system strategy.

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