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Service Productization
Productization of services is accomplished by associating tangible features with intangible service offerings. Tangible features may take the form of personnel, collateral, methodologies, pricing, facilities, or other attributes. Automation tools like enterprise service automation, database, and project management tools serve as enablers to service productization. By associating tangible features with intangible services, the professional services firm can build client confidence.

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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 examples customer service


Recession? Steal Market Share by Increasing Customer Service!
During a recession, don’t follow the cost-cutting crowd. Of course, be frugal, but in areas that don’t touch the customer. Forget what everyone else is doing. Now isn’t the time to follow the masses—now is the time to make difficult decisions that will poise your company for unprecedented growth coming out of the downturn. Find out how to think and act for the long term—and emerge from the current economic stall a winner.

kpi examples customer service   |  Key Performance Indicators (KPIs) |  Return on Investment (ROI) |  Software as a Service (SaaS) |  Total Cost of Ownership (TCO) Read More...
IFS Wins in Field Service Management
While it may not be surprising that IFS has lately had a streak of enterprise resource planning (ERP) and enterprise asset management (EAM) wins in its traditional asset-intensive industries, it is interesting to note that some recent wins and expanded project footprints are in the realm of field service management (FSM). IFS has tackled this attractive software category via the recent

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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 delivered as a service, security is better, rich user interfaces are available, and it has greater interactivity.

kpi examples customer service  SaaS,software as a service,hosting,ASP,application service provider,software on-demand,utility computing,software,Internet,software delivery,multi-tenant Read More...
The State of Service Management
This document describes the current state of the service enterprise, and reveals the goals and investments prioritized by service leaders (over 200 polled in a recent survey) for 2012. It also reveals the performance benchmarks of leading service organizations, and divulges the strategic elements that contribute to best-in-class performance.

kpi examples customer service   |  Key Performance Indicators (KPIs) |  Return on Investment (ROI) |  Software as a Service (SaaS) |  Total Cost of Ownership (TCO) Read More...
How to Cope When Your Service Provider is Acquired
Challenges are aplenty when a vendor is acquired. Financial health is no longer a safe indicator to gauge a vendor's future during this mega merger era. Knowing the challenges facing big vendors, like Oracle and PeopleSoft, and their competitors can give users a negotiating edge, whether in or entering a contract.

kpi examples customer service  Oracle,PeopleSoft,JD Edwards,merger,SAP,acquisition,Project Fusion,enterprise infrastructure,enterprise software,Enterprise Services Architecture Project Green independent software vendors software evaluation Read More...
Will Servigistics Click on More Service Cylinders? – Part 1 » The TEC Blog
Discussing Enterprise Software and Selection

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Service Excellence and Managed Print Services
Many organizations are turning to managed print services (MPS) and benefitting from greater expertise, lower costs, and reduced IT burden. However, some MPS engagements are falling short in delivering the expected service quality. This white paper shows how by ensuring governance is an essential part of any MPS contract, both parties can better set appropriate expectations and increase their chances of creating an effective and successful MPS relationship.

kpi examples customer service   |  Key Performance Indicators (KPIs) |  Return on Investment (ROI) |  Software as a Service (SaaS) |  Total Cost of Ownership (TCO) Read More...
E-Business Customer Service Success at H.B. Fuller Company
Chemical company H.B. Fuller has leveraged the Internet to improve their level of customer service.

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Selecting Field Service Management Software
What is a dynamic scheduling engine, and why does your field service management operation need one? Learn the ins and outs of this technology, which can help you adapt to rapidly changing priorities, schedule in real time, meet demanding service level agreements, and more, all while reducing cost.

kpi examples customer service   |  Key Performance Indicators (KPIs) |  Return on Investment (ROI) |  Software as a Service (SaaS) |  Total Cost of Ownership (TCO) Read More...
Infor Partners with CAD Service to Enhance EAM Proposition
Infor has announced a worldwide partnership with CAD Service, a provider of computer-aided design (CAD)–led asset management software. CAD Service’s enterprise asset management (EAM) OpenCAD solution is  fully integrated with the Infor EAM application, not a standalone application. The tight integration will help organizations boost asset visibility without the need to run two or more separate

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