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Building a Customer-centric Enterprise Knowledge Base for Improved Customer Support
Within an organization, knowledge bases (KBs) of known product issues and their resolutions are typically created and managed by customer support teams. Their

online customer support  while the use of online communities, such as forums, is of obvious relevance (for gathering customer feedback), in order to monitor the accuracy of the information received, an in-house online community may be needed that can compete with existing forums and provide superior answers in a language that is clear and concise. The increasing number of forums, blogs, chats, etc., that can be started by any individual poses a problem for businesses. Monitoring all discussions that occur simultaneously on so 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 » online customer support


Case Study: UNICEF Generates More Online Sales with Webfoot
In today’s global economy, organizations must strengthen customer relationships to maximize performance. UNICEF needed customer software to support a feature

online customer support  Study: UNICEF Generates More Online Sales with Webfoot In today’s global economy, organizations must strengthen customer relationships to maximize performance. UNICEF needed customer software to support a feature-rich Web store allowing real-time flow of order data. With a new e-commerce solution, UNICEF rerouted more than 30 percent of its sales to self-service, with online orders up by an average of 50 percent. Learn more about how the Web retail system benefits UNICEF. Read More...
St. Marys Paper Ltd.: Customer Profile
St. Marys Paper Ltd. is a pulp and paper mill located in Sault Ste. Marie, Ontario (Canada). In 1989, it implemented a CHAMPS computerized maintenance

online customer support  reports which are available online and deliver the status of maintenance costs versus budget on an up to the minute basis for management review. Additionally, stores issues reports have been created on all parts that have not been issued in the last five years. The resulting report was broken down by department and forwarded to the appropriate department planners. The planners have used this as a tool to remove unnecessary parts from stores. Addressing Critical Safety Issues St. Marys remains pleased Read More...
Social CRM: Customer Relationship Management in the Age of the Socially-empowered Customer
Most of your customers and prospects expect you to be involved in social media@and they’ll be more likely to do business with you if you are. So how do you

online customer support  valued member of the online communities important to your business. PPT (People, Process, & Technology) vs. AAA (Automation, Analysis, & Audacity) There have been many definitions for customer relationship management over the years. In fact, hundreds of thousands of definitions can be found on the Internet. Many people view it as technology driven. Others view it as a way to standardize important sales and marketing functions and processes. And customers, along with the people who serve them, have always Read More...
Case Study: Holland Bulb Farms Online Flower Provider Manages Web Store to Support Company Growth
With over 25,000 customers, Holland Bulb Farms of Wisconsin (US) needed a more efficient way to sell and market its gardening items on the Web. The company

online customer support  track their business operations online and ofline. Everest Software is the proud winner of numerous awards including the SIIA Codie Award for 'Best Business Software Product. Searches related to Case Study: Holland Bulb Farms—Online Flower Provider Manages Web Store to Support Company Growth : Support Company | Support Company Goals | Support Maintenance Company | Support Outsourcing Companies | Support Service Companies | Support Systems Company | Business Support Company | Company Community Support | Read More...
Improving Customer Engagement with Social CRM
In a previous post I discussed how the social revolution impacted customer relationship management (CRM) and underlined that while processes designed to derive

online customer support  of noise makers through online communities is one form of such ‘choreographed-improvised’ customer-engaging projects. What are the specific benefits to these types of projects? Addressing Negative Client Sentiment First, the sentiment and its presumed causes are stated. Additionally, organizations draw up a set of rules within which clients expose their experience or vision with respect to the sentiment. A mediator might or might not be needed. Clients can comment on the proposed sentiment-cause Read More...
Creating the Single Customer View
With today’s strategic focus on data, a significant challenge facing companies is the ability to use data to create a single customer view (SCV). An SCV means

online customer support  the Single Customer View With today’s strategic focus on data, a significant challenge facing companies is the ability to use data to create a single customer view (SCV). An SCV means that a company has a accurate and complete view of their customers across all applications, databases, and customer touch points. The financial, operational, customer satisfaction, and regulatory effects of unreliable SCVs are overwhelming. Read More...
How to Achieve a Great--and Profitable--Customer Experience
Learn how to deliver superior customer service in How to Achieve a Great and Profitable Customer Experience.

online customer support  to Achieve a Great--and Profitable--Customer Experience The rules of the game have changed. Companies used to compete on product quality; today it‘s all about the customer experience. How does your company stack up? Learn how to deliver superior customer service in How to Achieve a Great—and Profitable—Customer Experience . You'll discover what it takes to have customers who spend more pay higher rates remain loyal to your company champion your brand to friends, peers, and business associates Read More...
Laying the Foundation for Customer Data Integration
For increased revenues and improved profitability, customer data integration (CDI) should be a vital part of your business processes. CDI, unlike customer

online customer support  the Foundation for Customer Data Integration For increased revenues and improved profitability, customer data integration (CDI) should be a vital part of your business processes. CDI, unlike customer relationship management (CRM), can deliver a valuable single view of a customer, without necessitating yet another complex system needing vast technical and organizational effort. Learn about CDI’s core capabilities, and which style of CDI is your best match. Read More...
Customer Centricity: The Devil Lies in the Details
The purpose of this white paper is to help readers understand the importance of customer-centricity in today's highly competitive and constantly evolving

online customer support   Read More...
How to Respond Faster to Customer Feedback
What’s the best way to know if your customers are satisfied? Simply ask them. Conducting customer surveys without the right tools, however, can demand a lot of

online customer support  to Respond Faster to Customer Feedback What’s the best way to know if your customers are satisfied? Simply ask them. Conducting customer surveys without the right tools, however, can demand a lot of staff time to manage and analyze the results. Indeed, response time can make the difference between keeping customers and losing them. One way to respond faster to customer issues—and save time and effort—is by investing in an automated customer feedback system. Read More...
Introduction to Customer Relationship Management
The time when a company decides to move to customer relationship management (CRM) tools marks their progress to professionalism and profit in multiple ways

online customer support  to Customer Relationship Management The time when a company decides to move to customer relationship management (CRM) tools marks their progress to professionalism and profit in multiple ways. This introduction to CRM provides guidelines for companies contemplating this critical step in their development. Read More...
Customer Experience Management: Accelerating Business Performance
Do you spend all your time chasing new customers instead of taking care of the ones you already have? Most customer relationship management (CRM) projects focus

online customer support  Experience Management: Accelerating Business Performance Do you spend all your time chasing new customers instead of taking care of the ones you already have? Most customer relationship management (CRM) projects focus on customer relationships but fail to address customer experience as a loyalty driver. In part two of a two-part series, learn about best practices recommended by customer experience management (CEM) experts, and how they can help you improve long-term loyalty. Read More...
Build and Manage Strong Customer Relationships
Managing customer relationships is a challenging but vital part of running a business. Organizations have to acquire new customers to grow revenue and

online customer support  and Manage Strong Customer Relationships Managing customer relationships is a challenging but vital part of running a business. Organizations have to acquire new customers to grow revenue and satisfactorily service existing customers to ensure loyalty and future business. A good business management solution has customer relationship management (CRM) functionality integrates with the entire range of your processes and provides a full view of customer data. Read More...

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