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Call Center Protocols: Getting Problems Solved!
Customer support agents (CSAs) are the first line of support for the client when a problem arises. If a level-1 CSA has tried all introductory problem-solving
CSA has tried all introductory problem-solving skills, has referred to the company knowledge base (KB) for a possible solution, and is still unable to resolve the problem, the incident ticket is escalated to second level (L2) support, where CSAs have advanced training and more knowledge on how to resolve the issue. If the problem is software-related, the CSA at this level can guide the user on how to fix the problem. If the client is not computer savvy, the CSA can remote into the client’s workstation,
Discrete Enterprise Resource Planning (Discrete ERP) RFI / RFP Template
Financials, Human Resources, Manufacturing Management, Inventory Management, Purchasing Management, Quality Management, Sales Management, Product Technology
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Discrete Manufacturing (ERP)
The simplified definition of enterprise resource planning (ERP) software is a set of applications that automate finance and human resources departments and help manufacturers handle jobs such as or...
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Too Hard to Adopt PLM? Find Ways to Make It Easier
Product lifecycle management (PLM) systems are too complicated, too expensive, and take too long to implement. That’s what I said last month in a blog post
development center. Amongst many introductory sessions I was given, there was one for Lectra’s PLM implementation approach—Easy Start. The presentation was given as if I was a Lectra customer on the pre-implementation stage. Below is my reflection on the presentation in the context of how to make PLM adoption easier. Realistically define the project scope The life cycle perspective has made PLM a complicated system with so many functionality modules that perhaps no single organization has ever
Find the Software's Fatal Flaws to Avoid Failure
For any business, software needs exist which will prove difficult to satisfy. Application packages will have fatal flaws where they do not meet these needs
want to do an introductory presentation and show you what they consider the best features of their product but you must stay in control—you only need to see the items on the fatal flaws list. Any vendor who can prove they handle the items on the fatal flaw list should be invited back. Now they can do their introductory presentation and show you the rest of the product. When asking for references, ask for companies who needed the items on your fatal flaw list. When doing a site visit, ask to see how the
Netpliance’s 4X Price Hike - Will It Spell Boom or Doom?
Netpliance, Inc., whose i-opener could be considered the first Internet appliance, recently added functionality, but also decided to raise its hardware
was based on an introductory price of $99 for the i-Opener (as compared to the formerly official price of $199). We do understand the concept of charging more to increase profitability. But, based on Netpliance's own comments earlier this year, demand is inelastic above $199, so we don't understand how doubling the high-end price is an effective long-term strategy. (Refer to TEC Note Internet/Information Appliances ). For a start-up without a large subscriber base, increasing market share
Analysis of Sendmail, Inc.'s Largest Open Source Release in Twenty Years
sendmail 8.10 now includes SMTP authentication and support for the lightweight directory access protocol (LDAP) and multiple queues.
$99 (USD) as an introductory promotion into the marketplace. The retail version includes a graphical user interface (GUI) and is slated to ship to market in March of 2000 (probability 95%). User Recommendations Current Sendmail product users will be pleased with the expected stability, in addition to the enhanced LDAP support, allowing for integration into all environments. The enhanced anti-spam measures will be a breath of fresh air for ISP network administrators struggling to keep spam down to a
How 5 Companies Increased Revenue and Profitability with Leadership and Customer Relationship Manag
Small to medium businesses (SMB) want to stay competitive, increase revenue, and remain profitable at the same time. This can be a challenge. Whether companies find this challenging because of a slow economy, market saturation, or other reasons, many companies are re-evaluating business strategies and internal processes to overcome these obstacles. For many successful companies, creating a customer-focused business strategy was the first step. Learn how leadership and customer relationship management software can help breed corporate success.
customer relationship management concepts,total visibility,customer mgmnt systems,total customer relationship management integration,total customer relationship management
Disruptive Innovations? On-demand Pricing Models and Vendors
Vendors must make fundamental changes to sales and support processes to accommodate on-demand, transaction-based pricing. Software vendors must rethink the kinds of functions they provide, how best to deliver those capabilities, and what approaches to take through the channel.
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Deltek Remains the Master of Its Selected Few Domains Part Two: Product Announcements 2002
Several notable milestones achieved in 2002 set the stage for Deltek’s achievements in 2003.
crm comparison,crm comparisons,crm implementation,crm implementation cost,crm implementation failure,crm implementation methodology,crm implementation strategy,crm implementations,crm product,crm products,crm provider,crm providers,crm service,crm services,crm software comparison
Epicor Conducts Its Own ROI Acquisition Rationale Part Two: Market Impact
Given Epicor's ordeal of the past and the fact that divesting several lateral products in 2001 will have greatly helped it achieve some much needed stability nowadays, one could wonder about the wisdom of the renewed Epicor’s appetite for acquisitions.
Oracle Claims The Worst Is Over And Turns To KISS For A Boost Part 1: The News
Oracle seems to have been trying hard to find a magic formula to ramp up its declining applications revenue. Targeting the lower end of the market with the simplicity hymn might be a part of the solution - provided that the approach is well tuned.
business,erp products,navision software,on demand erp,obiee training,sage erp,erp software companies,crm systems,construction erp,erp comparison,manufacturing software,erp tool,jd edward,jd edwards system,microsoft great plains software
Technology Hurdles Plus Retailer Consolidation Yield a Fragile Market for Consumer Packaged Goods M
As major retailers increase their share of the market and exploit technology for business process improvement, consumer packaged goods (CPG) manufacturers risk losing ground in the market place, if they cannot meet retailers demands for compliance.
supply chain management,SCM,radio frequency identification,RFID,Wal-Mart,consumer packaged goods,CPG,retailers,manufacturers,standards
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