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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

examples of kpi customer service  their evolution, we provide examples of what service metrics are most relevant, and then discuss the effective intersection of account practices and metrics by means of a customer dashboard tool used by many leading firms. Service Business Framework Service organizations have fundamental business objectives and service specific goals that guide their operating norms, business behavior, capability development and resulting key performance indicators (KPI’s) . This is driven by multiple factors, 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 » examples of kpi customer service


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

examples of kpi customer service  of strategy execution. Typical examples include expenses, profitability, and revenue growth. Customer perspective indicates the opinions and behaviour of our target customer (or end user). This perspective normally includes measures such as customer satisfaction, loyalty, and acquisition. Process perspective reports the effectiveness of the critical-to-quality (CTQ) processes. The metrics here will be specific to the application, but typical indicators include process sigma value, throughput, and rework. Read More...
Why Service Matters: Enterprise Solutions, Market Differentiation, and IQMS
While IQMS resembles many of its peers from the lower-end of the enterprise applications market, IQMS can tout its comprehensive one-source delivery and

examples of kpi customer service  or shipped as is. Examples of processed plastics include extruded railings, frames, cables, etc. Because they cannot be disassembled and reused or stocked, they fall under the process manufacturing category, which is a manufacturing process focused on formulas, not BOM; ingredients, not discrete parts; bulk manufacturing, not pieces; and pack recipes, not packages. For more peculiarities of process manufacturing, see previously published TEC articles, such as Processing Manufacturing Software: A Primer Read More...
Vendors Harness Excel (and Office) to Win the Lower-end of Business Intelligence Market
Small and medium businesses wanting the benefits of business intelligence (BI) without having to implement a large enterprise system may find a viable option in

examples of kpi customer service  there are some notable examples including. The availability of OLAP offerings for the majority of the ERP product lines, allowing for ad hoc analysis of operational, as well as financial data; The introduction of Microsoft SQL Reporting Services Report Packs for Microsoft Great Plains and Microsoft CRM (and Axapta soon to come); and The embedded use of notification services allowing both Navision and Great Plains users to subscribe for an automatic notification when data changes occur. Further, financial 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

examples of kpi customer service  reduction, throughput, and profitability. Examples of key performance indicators (KPIs) to consider in each departmental area include: PRODUCT Product lead-time in (hours/days/weeks) On-time delivery percentage Design to delivery time Conformance to specification percentage Market-share ranking and percentage on an annual basis SALES Customer retention year over year Maintenance plan renewals (if applicable) New customer adds by month/year, and by region and channel Sales volume by: Month Region Read More...
Identify and Leverage Your Existing Service Life Cycles
Service management has become critical for today’s organizations. To remain competitive, businesses need more appropriate services to support their customers

examples of kpi customer service  and Leverage Your Existing Service Life Cycles Only IBM offers integrated service management solutions for all industries — across business and IT — addressing the full service lifecycle, both within and beyond the datacenter. Discover how to transform your assets — traditional IT, physical, and emerging smart assets — into unique business value. Source: IBM Resources Related to Identify and Leverage Your Existing Service Life Cycles : Service Management (Wikipedia) Information Read More...
CRM Selections: When An Ounce Of Prevention Is Worth A Pound Of Cure Part Two: Using A Knowledge Base To Reduce The Time, Risk And Cost Of A CRM Selection
Using a knowledge base in the selection process can reduce the time, risk and cost of procuring technology. Well constructed knowledge bases that are used in a

examples of kpi customer service  Selections: When An Ounce Of Prevention Is Worth A Pound Of Cure Part Two: Using A Knowledge Base To Reduce The Time, Risk And Cost Of A CRM Selection Mitigating Drawbacks Through The Use Of A Knowledge Base Using a knowledge base in the selection process can reduce the time, risk and cost of procuring technology. With regard to technology selections, TEC describes a knowledge base as having three components: First , a comprehensive set of functional and technical criteria covering every functional area Read More...
Managing the Total Cost of Ownership of Business Intelligence: A 360-Degree Perspective
For many companies, total cost of ownership (TCO) of business intelligence (BI) solutions is out of control. And the problem is growing, fueled by ever

examples of kpi customer service  the Total Cost of Ownership of Business Intelligence: A 360-Degree Perspective For many companies, total cost of ownership (TCO) of business intelligence (BI) solutions is out of control. And the problem is growing, fueled by ever-increasing demands from the user community, massive new sources for data, new capabilities, shadow it landscapes, and the cost of keeping people abreast of all the changes. This paper focuses on developing a framework for monitoring and managing the TCO of BI. Read More...
The Integrated Information Management Infrastructure: The Business Value of the Best-of-Suite Approach
Overlooking how an application fits into your overall IT landscape can lead to costly implementations. But addressing data management with middleware solutions

examples of kpi customer service  Integrated Information Management Infrastructure: The Business Value of the Best-of-Suite Approach Overlooking how an application fits into your overall IT landscape can lead to costly implementations. But addressing data management with middleware solutions that work seamlessly with existing applications in your company’s IT environment can lead to significant benefits. Explore the value of technology decisions that support and maintain infrastructure-wide interoperability with regard to your data Read More...
Epicor for Service Enterprises
Epicor for Service Enterprises is an intuitive and comprehensive enterprise service automation (ESA) solution. It manages and streamlines virtually every

examples of kpi customer service  for Service Enterprises Epicor for Service Enterprises is an intuitive and comprehensive enterprise service automation (ESA) solution. It manages and streamlines virtually every aspect of your service organization—from bid management, engagement delivery, and resource management, to project accounting, portfolio management, and beyond—all within a single solution. Introduced in June 2003, Epicor for Service Enterprises builds on an Epicor investment in professional services automation (PSA) and Read More...
Understanding Service-oriented Architecture and Its Impact on Small Manufacturers
Within the manufacturing community, the arrival of the latest, greatest enterprise software technology is often met with skepticism. The right service-oriented

examples of kpi customer service  , Service Oriented Architecture Examples , Service Oriented Architecture Implementation , Service Oriented Architecture Integration , Service Oriented Architecture Model , Service Oriented Architecture Overview , Service Oriented Architecture Presentation , Service Oriented Architecture Research , Service Oriented Architecture Service , Service Oriented Architecture Software , Service Oriented Architecture Solution , Service Oriented Architecture Solutions , Service Oriented Architecture Standards , Read More...
The Impact of CRM and Sales Process: Monetizing the Value of Sales Effectiveness
To work through all the issues necessary to improve sales performance, executives have a number of options for leveraging people and knowledge. However, an area

examples of kpi customer service  Impact of CRM and Sales Process: Monetizing the Value of Sales Effectiveness To work through all the issues necessary to improve sales performance, executives have a number of options for leveraging people and knowledge. However, an area that shows significant potential for helping sales teams meet or exceed their goals is the effective alignment of sales process and technology. Executives looking to optimize performance should consider this approach to achieve their goals. Read More...
Moving to Self-Service Business Intelligence
Learn how in the Forrester report Why and How Enterprises are Moving to Self-service Business Intelligence.

examples of kpi customer service  to Self-Service Business Intelligence With the crushing volume of data most businesses deal with, your knowledge workers probably spend more time searching for the information they need than actually performing their jobs. And the problem is only getting worse. The solution isn’t more complex and expensive enterprise business intelligence (BI) solutions. Nor are user installed patchwork tools the answer —and can create operational and compliance nightmares. Getting the right information to the Read More...
Delivering Superior Customer Service through Multiple Channels
Find out In the Aberdeen executive survey report, Multi-Channel Service Delivery.

examples of kpi customer service  Superior Customer Service through Multiple Channels Delivering Superior Customer Service through Multiple Channels With multiple new channels of communication that bypass the traditional contact center, what's the most effective way to manage your customer service? Find out In the Aberdeen executive survey report, Multi-Channel Service Delivery . You'll discover how best-in-class companies are leveraging tools like social media, customer Web portals, live chat, SMS, technical boards and forums, Read More...
Service Productization
Productization of services is accomplished by associating tangible features with intangible service offerings. Tangible features may take the form of personnel,

examples of kpi customer service  to understand client references, examples of work completed, industry expertise of individual service delivery personnel, and various other - features - of the proposed solution. Professional services firms can alleviate some of these concerns by attempting to attach more tangible features and benefits to their offerings. In so doing, they can put the prospective client more at ease during the buying process: physically holding a brochure seems to make the service more real ; establishing a fixed price Read More...

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