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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

it customer service training free  facility until the time it was received back at the customer facility for re-installation (dock-to-dock). Perhaps the best example of an organization who approached this rarified air of true customer partnership was General Electric (GE) . By the 2000/2001 time period, GE had clearly established itself as a leading practitioner of Six Sigma concepts, driving outstanding productivity and bottom line results. At the same time, GE reenergized the Six Sigma program with an “At The Customer, For The 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 » it customer service training free


Six Sigma for IT Service Level Management
Industry analysts, Enterprise Management Associates (EMA), recently conducted research to understand how widespread the acceptance of Six Sigma is for managing

it customer service training free  Executive management is pressuring IT management to reduce costs, improve customer satisfaction, and manage IT capabilities from a services perspective. In response, IT executives are looking for solutions and have acknowledged SLM as one approach to addressing this issue. The biggest challenge for SLM implementation has been lack of knowledge by the very groups that must do the implementation. Most are looking for guidance and methods that can help them do a good job with service management from the Read More...
Software as a Service for Customer Relationship Management and Sales
Major vendors are noting the growing demand for software as a service. However, smaller providers are forging new ground by offering services for inventory and

it customer service training free  business needs, SAP announced it was expanding its on-premise mySAP Customer Relationship Management ( mySAP CRM ) solution to include an on-demand option. The SAP CRM on-demand solution is designed to allow large and midsize organizations to manage sales, service, and marketing with an easy-to-use solution that is delivered directly via the Internet and is offered through a subscription-based licensing model. In making the announcement, SAP unveiled its first on-demand product, the SAP Sales on-demand Read More...
Creating Media-rich Online Courses for Thousands of Customer-service Employees
When the JPMorgan Chase’s Card Services organization began experiencing rapid growth across multiple sites, their performance improvement team quickly realized

it customer service training free  improvement team quickly realized it would need a new content authoring solution to continue meeting its training objectives. The company chose SumTotal ToolBook authoring software to create media-rich online courses integrated with SumTotal Learning Management to deliver training and track results. Read More...
Moxie Software-Promoting Social and Multichannel Customer Service
Moxie Software hopes to instill, well, the “moxie to be social” mantra in its customers. Its software suite ensures that the proverbial “voice of the customer

it customer service training free  and prebuilt connectors make it easy to integrate Spaces by Moxie with applications such as CRM, ERP, Content Management, HR, and other third-party applications. Related Reading Microsoft Convergence 2013 Observations (From Afar) . April 10, 2013. KANA Software and Ciboodle Join Forces for Customer Experience Perfection . July 13, 2012. Read More...
3 Tips for Integrating Field Service Management Software with ERP
Field service management software often needs to be integrated with other enterprise software. Learn the three essential tips for integrating your service

it customer service training free  Field Service Management Software with ERP Field service management software often needs to be integrated with other enterprise software. Learn the three essential tips for integrating your service management system with enterprise resource planning (ERP) software and other operational systems, data warehouses, or data sources. Read More...
Customer-oriented Banking and Account Origination
A decline in customer loyalty has put a great deal of pressure on financial institutions of late. Thus, as banks tailor products and services to meet customer

it customer service training free  of pressure on financial institutions of late. Thus, as banks tailor products and services to meet customer demands, they must also boost revenue. That’s why it’s essential to target your most profitable customers with real-time insight that helps you drive revenue, increase profitability, and build long-term relationships with those customers. Read More...
Mastering the Customer Experience
Focusing on the customer is not new. But some companies are going deeper into a customer experience management strategy to become customer-centric. Can you

it customer service training free  experience your customers have with your company? Learn how to develop a customer-centric approach that will make your customers feel not only connected, but delighted, loyal, and able to be a consistent advocate of your brand. Read More...
Evaluating Cloud-Based ERP for Professional Service Organizations
In the webcast Top 5 Reasons Professional Services Organizations Are Embracing the Cloud to learn about: the impact of cloud technology on PSOs; t...

it customer service training free  Cloud-Based ERP for Professional Service Organizations Cloud computing adoption rates are sky-rocketing. And professional services organizations (PSOs) are leading the way. In the webcast Top 5 Reasons Professional Services Organizations Are Embracing the Cloud to learn about: the impact of cloud technology on PSOs the unique requirements of professional service automation the cloud considerations that PSOs must take into account You'll also get the direct experience of one PSO’s evaluation Read More...
Service Differentiation: Your 3-Step Plan
Your service organization has a unique way to differentiate itself from your competition. This white paper discusses service differentiation: doing more with

it customer service training free  unique way to differentiate itself from your competition. This white paper discusses service differentiation: doing more with less, providing service more effectively, and focusing on your unique business processes to outperform your competition. Using this information, you can bring about change and continuous improvement, and differentiate your service from your competition. Read more and find out how. Read More...
Salesforce.com Unveils Service Cloud SOS Button for Mobile In-app Support
Salesforce.com recently launched the Salesforce1 Service Cloud SOS feature that aims to revolutionize customer service and support by putting an SOS button

it customer service training free  inside any mobile app. With new live interactive video support and on-screen guided assistance, companies will be able to deliver instant and personalized customer service within any mobile app.   Last year, salesforce.com introduced a series of Service Cloud solutions including mobile communities, mobile chat, and knowledge base. Salesforce1 Service Cloud, salesforce.com’s customer service platform, is now generally available and pricing starts at $65 per user per month, while the Salesforce1 Mobile Read More...
Voice of Customer: Using Customer Actions That Speak
Traditional voice of customer (VoC) analytics for understanding and predicting customer behavior relies on two types of data sources—structured (customer

it customer service training free  Customer Actions That Speak Traditional voice of customer (VoC) analytics for understanding and predicting customer behavior relies on two types of data sources—structured (customer feedback surveys, focus groups, etc.) and unstructured (blogs, forums, etc.). Data is then organized for use by diverse teams across an organization. Read about how companies can use data captured from customer actions or on-board diagnostic (OBD) systems for VoC analytics. Read More...
Zef Scientific Selects IFS Enterprise Service Management
IFS has announced that Zef Scientific, Inc., a multi-vendor service provider for high-performance liquid chromatography؎mass spectrometry (HPLC-MS) systems used

it customer service training free  savvy and install base, it should be seeing more customer wins in the area of field service management (FSM). This space is hotly contested by leading vendors such as Click Software, TOA Technology, Oracle, Ventyx (part of ABB ), etc. Read More...
Employee Training in a Recession
Organizations reassessing their staffing levels are both reducing headcount and cutting employee-related expenses, even if training can provide long-term

it customer service training free  move forward with training, it has a fundamental decision to make. Where will the class be held? Organizations that want to build internal expertise in new applications have two choices: They can either send their employees to public or private training classes. Public classes typically take place at vendors' offices or at vendor-approved locations. These classes cost in the neighborhood of $500 per day per student. Many organizations in different stages of an implementation send users to public classes Read More...

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