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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

kpi customer service  Wireless Account Management | KPI Account Management | KPI Account Management Agreement | KPI Account Management Application | KPI Account Management Assistant | KPI Account Management Association | KPI Account Management Basics | KPI Account Management Center | KPI Account Management Corporation | KPI Account Management Crossing | KPI Account Management Definition | KPI Account Management Description | KPI Account Management Down | KPI Account Management Experience | KPI Account Management Forms | KPI 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 » kpi customer service


A Leader in Service Management Tackles Multidimensional Growth
Founded in 1999, Servigistics, initially a service parts planning and optimization (SPP/O) specialist, has become a full-fledged service lifecycle management

kpi customer service  Repair/Failure Analysis, Warranty Tracking KPI Management —Insight Solution Pack (out-of the box dashboard reports) In 2010, the SL product gained a few new marquee clients, such as ReSolve (part of Arrow Electronics ) and ExpressPoint , while Dell added SL to its existing modules from Servigistics (e.g., Command Center ). Servigistics also has more than 20 legacy Click Commerce WMS clients, which will be supported for the foreseeable future. The Service Parts Pricing module is also steadily growing 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

kpi customer service  mechanism to track specific KPI improvements, and make changes where necessary. Colonial Mills, Inc. (CMI) is a leading manufacturer of braided-texture rugs and accessories in the United States. Based in Pawtucket, Rhode Island, it was facing more foreign competition and increasing pressure to lower prices. The company realized that it needed to upgrade its ERP system to maintain its market position as industry leader in on-time shipment and low turnaround time on orders to shipment. When CMI began Read More...
Navigating Between Service Management Scylla & Charybdis - Part 3
Part 1 of this series analyzed the phenomenon of the service economy or the increasing importance of the service sector in industrialized economies. Especially

kpi customer service  is deceptive without the KPI that measures the first-time fix percentage. Do It Right the First Time Just as vehicle efficiency is measured in miles per gallon, service efficiency should be measured in service tasks successfully delivered per engineer/day. When one aspires to the highest performance, it is not enough to deliver more work more successfully; one also must do that while saving on costs. Service organizations should scrutinize their costs as well as their service quality. Let us take one Read More...
Holistic Omni-Channel Customer Experience Spotlighted at KANA Connect
I couldn’t make it to the KANA Connect 2013 conference this September, but the marvels of modern technology allowed me to follow the event in real time through

kpi customer service  custom key performance indicator (KPI) dashboard designer are other nifty enhancements. The product continues to benefit from intellectual property borrowed from its larger sibling products. Currently at about 200 customers, KANA Express is the fastest growing product at KANA in terms of new accounts, but not necessarily in terms of revenue (given its much smaller deals in comparison to its Enterprise counterpart). Several recently announced KANA Express customers include 1-800-Flowers , Virgin Read More...
The Importance and Benefits of Automatic Technician Scheduling in Field Service Operations
Deciding which technicians to assign to service orders, and when to schedule and dispatch them can be a tricky if not complicated process. And that’s not all

kpi customer service  service technician scheduling,field service scheduling,automatic technician scheduling,dyanmic field service scheduling,dynamic scheduling engine,dynamic field service scheduling engine,dynamic field service scheduling Read More...
Self Service Business Intelligence
Self service BI is technology that provides non-technical individuals who need data with the ability to gather and display meaningful information. The technical

kpi customer service  Ziff Davis,Ziff Davis white paper,self service BI,self service business intelligence,data repository Read More...
The Evolution of IT as a Service
Most IT service providers have always and continue to operate in a break/fix service environment. When a customer calls with an issue, the service provider

kpi customer service  Evolution of IT as a Service Most IT service providers have always and continue to operate in a break/fix service environment. When a customer calls with an issue, the service provider drops everything to fix it. Under these circumstances, service providers have a difficult time forecasting monthly revenues and staffing needs, which has a huge impact on profitability. Add to this the intense competition, excessive customer turnover, low technician utilization rates, and shrinking margins that Read More...
VSI Putting Its Service Management Feelers Out
Enterprise resource planning (ERP) solution providers are beginning to recognize that manufacturing companies now view aftermarket service as a strategic

kpi customer service  Putting Its Service Management Feelers Out For many manufacturers, aftermarket sales and service is where they cement a valued customer experience. Enterprise resource planning (ERP) solution providers are beginning to recognize that manufacturing companies now view aftermarket service as a strategic initiative. Along these lines, several ERP firms have announced partnerships with Vertical Solutions Inc. (VSI) to extend their solutions for companies to connect back-office and service operations. VSI Read More...
SAP field service
SAP offers an end-to-end service management solution that can be used across all the departments of a company to manage contracts, process issues, and

kpi customer service  field service SAP offers an end-to-end service management solution that can be used across all the departments of a company to manage contracts, process issues, and execute service orders. SAP Field Service is part of SAP Service Management, which offers functionality for service order management, installed-base management, warranty and claim management, parts logistics integration, and mobility. Analytics and big data features are also delivered by SAP to extend its core field service offering. Read More...
How Web 2.0 Is Transforming CRM: Leveraging Social Media to Improve the Customer Experience
With the rising popularity of Web 2.0 technologies, companies are marketing their products and services to an increasingly savvy customer base. Customers today

kpi customer service  Web 2.0 Is Transforming CRM: Leveraging Social Media to Improve the Customer Experience With the rising popularity of Web 2.0 technologies, companies are marketing their products and services to an increasingly savvy customer base. Customers today are taking greater control of their own consumer experiences. Learn how some vendors are leveraging social computing to build our customer relationship management (CRM) communities, and building Web 2.0-based CRM applications that help customers achieve Read More...
Is Your Customer Strategy Aligned with Customer Experience
As product differentiations blur, companies are increasingly turning to create customer-centric organizational behavior to establish experience-based

kpi customer service  Your Customer Strategy Aligned with Customer Experience As product differentiations blur, companies are increasingly turning to create customer-centric organizational behavior to establish experience-based differentiation (EBD) and remain competitive. This creates unique challenges while implementing a customer relationship management (CRM) strategy in multidepartment organizations with numerous customer touch points. This white paper aims to enable CRM strategy. Read More...
Employee and Manager Self-Service: A Virtual Chameleon in the Workplace
In order for employee self-service (ESS) and manager self-service (MSS) technology to be effective, it must serve multiple purposes for multiple business units

kpi customer service  employee self service,employee benefits self service,employee manager self service,employee self service benefits,employee self service center,employee self service home page,employee self service link Read More...
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

kpi customer service  Is Software as a Service? Introduction There has been confusion about the meaning of software as a service (SaaS) and on-demand. This confusion, further muddled by the existence of the former hosting and application service provider (ASP) models, has bred a range of often fuzzy and sometimes incorrect assumptions. For many it is difficult to ascertain whether SaaS or on demand imply that the software application is hosted; that is some kind of hosting middleman is needed to provide users with access 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

kpi customer service  and key performance indicators (KPIs).   IFS has been having great success of late, but given its asset management 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...

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