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Documents related to » outsourcing customer support


Listen and Learn: Improving Operations by Using Customer Feedback
Listen and Learn: Improving Operations by Using Customer Feedback. Templates and Other Computer Software to Use In Your Dynamic System in relation to Improving Operations by Using Customer Feedback. Customer service means being aware of needs, problems, and fears. Studies have shown that the cost of acquiring a customer is seven to ten times that of retaining a current customer. And according to The Harvard School of Business, even a 5 percent improvement in customer retention can boost profits up to 85 percent. How do companies retain a loyal and consistent customer base? They listen, learn, and adapt—find out more.

OUTSOURCING CUSTOMER SUPPORT: Listen and Learn: Improving Operations by Using Customer Feedback Listen and Learn: Improving Operations by Using Customer Feedback Source: Mindshare Technologies Document Type: White Paper Description: Customer service means being aware of needs, problems, and fears. Studies have shown that the cost of acquiring a customer is seven to ten times that of retaining a current customer. And according to The Harvard School of Business, even a 5 percent improvement in customer retention can boost profits up to
8/3/2009 3:22:00 PM

Customer Data Integration: A Primer
Customer data integration (CDI) involves consolidation of customer information for a centralized view of the customer experience. Implementing CDI within a customer relationship management initiative can help provide organizations with a successful framework to manage data on a continuous basis.

OUTSOURCING CUSTOMER SUPPORT: Customer Data Integration: A Primer Customer Data Integration: A Primer Lyndsay Wise - September 11, 2009 Read Comments Introduction Implementing a customer data management system can be the difference between success and failure in terms of leveraging an organization s customer relationship management (CRM) system. Since customers drive profitability, organizations need a way to provide their employees with a single view of the customer and to provide that customer with above-average customer service.
9/11/2009

Industry Support in WCM » The TEC Blog
Industry Support in WCM » The TEC Blog TEC Blog     TEC Home     About TEC     Contact Us     About the Bloggers     Follow TEC on Twitter    RSS   Discussing Enterprise Software and Selection --> Fast, Accurate Software Evaluations TEC helps enterprises evaluate and select software solutions that meet their exacting needs by empowering purchasers with the tools, research, and expertise to make an ideal decision. Your software selection starts here. Learn more about TEC s software

OUTSOURCING CUSTOMER SUPPORT: functionality, industry average, WCM, web content management, TEC, Technology Evaluation, Technology Evaluation Centers, Technology Evaluation Centers Inc., blog, analyst, enterprise software, decision support.
09-11-2007

Customer: Eastern Food
Eastern Foods, Inc. produces fresh goods for one of the most widely dispersed populations in the world. The leading supplier of salad dressings to airlines, Amtrak, and the cruise ship industry, Eastern is nationally known for Naturally Fresh dressings as well as premiere meat sauces and dips sold in stores and distributed to the food service industry. The job has never been easy – but it has been made easier in recent years with the implementation of Ross Systems’ iRenaissance suite of business applications for both front and back office operations. The flow of information, necessary to make critical decisions and ensure high levels of service, now travels quicker than the fast-paced industry it serves. The plant scheduler has been able to reduce the number of daily individual production jobs by as much as 20%, as well as reduce the number of changeovers, resulting in higher capacity utilization and throughput. Visibility to the forecast and orders allows for better management of the scheduled cycle of product runs, which must be closely coordinated with inventory to ensure supply is both adequate and fresh. Cycle schedule compliance has improved from 88% to 95%.

OUTSOURCING CUSTOMER SUPPORT:
4/29/2005 9:33:00 AM

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 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.

OUTSOURCING CUSTOMER SUPPORT: Customer Experience Management: Accelerating Business Performance Customer Experience Management: Accelerating Business Performance Source: RightNow Technologies Document Type: White Paper Description: 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
9/29/2006 10:57:00 AM

More Infrastructure Support for CyberCarriers
Lucent NetworkCare Professional Services and IBM Global Services have announced an alliance to help emerging service providers. The two organizations have teamed up to provide network based services to enterprises and consumers. Lucent is also offering their CyberCarrier Reference Architecture as a blue print for the end-to-end network.

OUTSOURCING CUSTOMER SUPPORT: More Infrastructure Support for CyberCarriers More Infrastructure Support for CyberCarriers A. Turner - June 27, 2000 Read Comments A. Turner - June 27, 2000 Event Summary On May 31, 2000, Lucent Technologies NetworkCare Professional Services and IBM Global Services announced an alliance to help an emerging group of service providers, called CyberCarriers, deliver next-generation network-based services to enterprises and consumers. The alliance, combines IBM s expertise in integrated technology
6/27/2000

Perfect Orders: Improving Customer Satisfaction and Financial Results
If you don't measure it, you can't improve it. For owners, the traditional measure is profit. For customer satisfaction, the perfect order index is useful. Manufacturers and distributors must keep two groups satisfied—customers and owners. They are connected—what improves the satisfaction of one group can impact the satisfaction of the other. Only through measuring the satisfaction of both groups can these sometime conflicting groups be balanced. Owners watch earnings and return on investment. One way to measure customer satisfaction is with the perfect order index.

OUTSOURCING CUSTOMER SUPPORT: Perfect Orders: Improving Customer Satisfaction and Financial Results Perfect Orders: Improving Customer Satisfaction and Financial Results Olin Thompson - January 10, 2011 Read Comments The management of any company has two key groups to satisfy. The first is customers. If your customers are not satisfied, they stop buying your product. The second group is owners (shareholders, co-op members, family, etc). If this group is not satisfied, management is replaced or the business is sold or even shut down.
2/1/2011 8:54:00 AM

Customer Relationship Management and Social Networks—They re Related How, Again?
No company today can afford to ignore the value of its customers' natural social networking behavior. The advantages that these social networks can bring to a company's customer relationship management platform are powerful tools that can ultimately improve its products.

OUTSOURCING CUSTOMER SUPPORT: Customer Relationship Management and Social Networks—They re Related How, Again? Customer Relationship Management and Social Networks—They re Related How, Again? Paul Greenberg - May 28, 2007 Read Comments Originally published - February 7, 2007 By now, there isn t a soul reading this who hasn t heard of SAP . By now, there isn t a soul reading this who hasn t heard of salesforce.com . By now, there isn t a soul reading this who hasn t heard of MySpace . Or YouTube , or LinkedIn , or Friendster , or
5/28/2007

Integrating Customer Relationship Management and Service Resolution Management
The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing efforts.

OUTSOURCING CUSTOMER SUPPORT: Integrating Customer Relationship Management and Service Resolution Management Integrating Customer Relationship Management and Service Resolution Management P.J. Jakovljevic - December 7, 2007 Read Comments A customer relationship management (CRM) system that accommodates complex customer-facing processes requires four key factors to give the system a competitive advantage. The first key factor lies in the application s ability to develop a complete customer profile that supports multiple business units
12/7/2007

Maximizing Customer Intimacy by Integrating Data
Retail departments enticed by software which promises to make them better and more accurate often fail to consider that they will need constant input and output of data in order for the software to work effectively. To improve the customer experience, a retail organization needs to fashion itself into an integrated enterprise that relies on a single database. But how?

OUTSOURCING CUSTOMER SUPPORT: Maximizing Customer Intimacy by Integrating Data Maximizing Customer Intimacy by Integrating Data Source: Celerant Technology Corp. Document Type: White Paper Description: Retail departments enticed by software which promises to make them better and more accurate often fail to consider that they will need constant input and output of data in order for the software to work effectively. To improve the customer experience, a retail organization needs to fashion itself into an integrated enterprise that
5/11/2006 12:32:00 PM

Social Media and Customer Experience Feedback
Social Media and Customer Experience Feedback.Search for Articles and Other Solutions to Characterize Your Comparison In Relation To Social Media and Customer Experience Feedback. Twitter, Facebook, LinkedIn, and blogs are just a few Internet services that make up the new growing digital world called social media. Many companies have seen the influence these new sites can have on their organizations for both good and bad. All companies should ask themselves,

OUTSOURCING CUSTOMER SUPPORT: Social Media and Customer Experience Feedback Social Media and Customer Experience Feedback Source: Mindshare Technologies Document Type: White Paper Description: Twitter, Facebook, LinkedIn, and blogs are just a few Internet services that make up the new growing digital world called social media. Many companies have seen the influence these new sites can have on their organizations for both good and bad. All companies should ask themselves, How can we tap into the power of this new method of
8/3/2009 3:17:00 PM


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