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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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 provide customer access to content


Content as a Service: a New Model for E-learning Content Delivery
How can a company ensure that users are taking the “right” course if they do not identify and understand their strategy for content delivery? Can content be

provide customer access to content  and iContent Learning offerings provide the management and delivery of the purchased content. This end-to-end solution positions companies to sell, deliver, and track online content easily. Appendix – iContent Solution Details   iContent Managed Service This is the core iContent Service offering, which covers the management, validation, deployment and security for all online content. This service is supported by content experts who work with an organization to ensure that content launches, tracks bookm

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

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 are phone, mail, Web, or field. The company can then use this data for specific business purposes, marketing, service, support or sales while concentrating on a customer centric approach rather than a product centric. Customer relationship management defines methodologies, strategies, software, and other web-based capabilities that help an enterprise organize and manage customer relationships. Customer relationship management applications are front-end tools designed to facilitate the capture, consolidation, analysis, and enterprise-wide dissemination of data from existing and potential customers. This process occurs throughout the marketing, sales, and service stages, with the objective of better understanding one’s customers and anticipating their interest in an enterprise’s products or services. 

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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-added and customer- centric performance allows manufacturers to stay close to the pulse of market changes and dynamics. Learn how performance tools such as dashboards and reporting can help your company monitor performance and enable better and faster decision making.

provide customer access to content  in the system to provide visibility required too much time to enter, and that process was error-prone. Our numbers showed 81% on-time delivery, and 7.5 days to shipment. After implementing Infor ERP SyteLine, Turgeon asserts that the process became smooth and efficient. Now we can view all details within the manufacturing process—the gross profit per customer and gross profit per item. We can also run the financial reports at any point during the month to check our status against budgets, alerting us Read More

Applying the Power of Social Networks to Customer Relationship Management


Customer relationship management (CRM) is rapidly morphing from a customer management model to one of customer engagement. Social networks, podcasts, blogs, and wikis are enabling customers to become advocates, and not simply the targets they were in the traditional CRM process. The same techniques are also being used within the CRM industry itself to create a content-rich, social media environment for CRM professionals. Find out what these sweeping changes mean to businesses and CRM professionals alike, as TEC's director of research Wayne Thompson sits down with Paul Greenberg and Bruce Culbert of BPT Partners, a leading CRM consulting firm.

provide customer access to content  that peer-to-peer activity and provide some business value so that the customer becomes an advocate, and the social networks become a major way of actually engaging the customer, because they are designed to do that. Podcasts and blogs are ways of capturing feedback, getting community involvement and commentary, and understanding what the customers are thinking about when they go to your store, buy your product, or purchase your service. CRM has changed from this kind of operational and tactical automatin Read More

Voice Self-Service Leverages the Knowledge Base to Improve Customer Interactions


Deploying voice self-service (VSS) is undeniably attractive to enterprises because it improves the speed, consistency, and convenience of information sent to customers, and decreases costs. Knowledge bases play a key role in helping enterprises achieve greater return on investment because they link web- and speech-based self-services together. In particular the emergence of VoiceXML has truly shifted speech and IVR platform hosting options.

provide customer access to content  can share. Routines that provide for order status inquiry, trouble ticket status and password reset share a lot in common across all customers. These standard dialogs and grammars can be integrated with a specific customer knowledge base and VSS to provide faster and cheaper deployment. Now the barrier for consistency between web self-service and voice is no longer technological, but organizational. IV. Voice Self-Service: The Expanded Role of Hosting Providing VSS via a hosted model is not new, but the a 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 expand your customer relationship management (CRM) strategy to engage social customers, and gain their trust? Discover how to integrate Web 2.0 social media tools and strategies into your traditional CRM efforts for better, more meaningful customer relationships.

provide customer access to content  tools for. This should provide you with opportunity to create a social CRM strategy that will deepen your relationships with them. Just as important, understanding their use of social media may help your businereach new customers like them. Create fields in your CRM system to track this kind of information just as you track any other piece of customer information. If a contact has a blog, subscribe to it, read it,, and leave comments on it. And if your best customers spend a good amount of time on Faceboo Read More

The High Cost of Change for ERP: What Does it Cost to Keep Up to Date?


Companies are finding it difficult and costly to update and modify enterprise resource planning (ERP) systems after they have been installed. The question isn’t whether an ERP solution supports change, but rather at what cost? How quickly can adjustments be made, and what stresses do such changes place on the organization. To answer these questions, this paper provides results from a survey of senior finance executives.

provide customer access to content  these questions, this paper provides results from a survey of senior finance executives. Read More

From Lead to Money: A Step-by-Step Guide to More Deals in Record Time


Lead to money spans all aspects of the process from when leads are generated to when revenue is brought in. All companies have a lead to money process, but often haven’t invested the time and resources needed to streamline it. The main goal of this process is help sales close deals as effectively and quickly as possible. But there are five main processes taking place simultaneously, often disjointedly. This white paper covers each of these five processes and the way each needs to evolve to become more streamlined.

provide customer access to content  lead generation, lead management, territory planning, sales enablement, sales training, quota and proposal management, compensation and incentives structuring, quote and proposal generation, proposals and pricing Read More

How to Unbalance Your Scorecard to Better Measure Business Performance


The Balanced Scorecard is one of the most popular methodologies for measuring business performance, with a view to enhancing it. First made popular in the early 1990s, this performance management framework was intended as a tool to provide managers with a more complete and “balanced” view of their organization’s performance by including nonfinancial metrics and key performance indicators (KPIs) in

provide customer access to content  as a tool to provide managers with a more complete and “balanced” view of their organization’s performance by including nonfinancial metrics and key performance indicators (KPIs) in their assessments. Despite this excellent approach to the state of an organization—previously viewed from a purely financial perspective—some organizations are still struggling to achieve success with this method. Many of the problems seem to stem from the balancing part of the evaluation. Well, maybe it’s OK to Read More

MessageClick to Provide Unified Messaging to RCN’s Business Clients


RCN has teamed up with MessageClick to provide its business-based users a complete suite of Unified Messaging tools including point-to-point e-mail, fax, and voice mail.

provide customer access to content  to Provide Unified Messaging to RCN’s Business Clients MessageClick to Provide Unified Messaging to RCN's Business Clients P. Hayes - June 9, 2000 Event Summary In May, MessageClick, a leading Unified Communications company, announced a partnership with RCN Corporation, a leading broadband services company, and one of the largest ISP's in the country, to provide messaging services to RCN's business customers. Market Impact RCN has teamed up with MessageClick to provide its business-based Read More

5 DNS Security Risks That Keep You Up At Night (And How To Get Back To Sleep)


DDoS, cache poisoning, footprinting, oh my! Who knew that there were so many ways to threaten the security of your DNS? Read this white paper to find out all of the scary details about these attacks and what you can do to prevent them.

provide customer access to content  DDoS, cache poisoning, footprinting, DNS security, DDoS attack, distributed denial-of-service, network attack, IT attack, Dyn, managed DNS, Dyn white paper Read More

To ERP or Not to ERP (In Manufacturing, It Isn't Even a Question)


Despite the benefits that enterprise resource planning (ERP) brings to manufacturers, Aberdeen findings from 2010 suggest that 26% of manufacturers have yet to implement ERP. This report looks at the performance of companies that have implemented ERP software versus the companies that have not. It also examines the capabilities that companies with ERP have compared to those that don't.

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3 Reasons to Archive E-mail: Capacity and PSTs, Migration to Exchange 2010, and Compliance


E-mail is mission critical with corporate knowledge locked inside maiboxes. E-mail archiving solutions help organizations track e-mail transactions, restore inadvertently deleted messages, ensure compliance, and reduce storage demands. E-mail archiving software provides IT with the ability to manage data retention and enable ediscovery. Read this white paper to explore the issues of e-mail archiving and e-mail management.

provide customer access to content  demands. E-mail archiving software provides IT with the ability to manage data retention and enable ediscovery. Read this white paper to explore the issues of e-mail archiving and e-mail management. Read More

The Idea to Delivery Framework: A Holistic Approach to Deliver Customer Value


Today’s “new normal” business environment demands a new view of what customers value and an improved approach to delivering that value. The idea to delivery (I2D) framework posits that multiple companies now compete as a business network rather than as individual enterprises, each relying on the others to achieve collective success. This paper includes an action plan with the evolutionary steps companies can take to move toward this approach.

provide customer access to content  Idea to Delivery Framework: A Holistic Approach to Deliver Customer Value Today’s “new normal” business environment demands a new view of what customers value and an improved approach to delivering that value. The idea to delivery (I2D) framework posits that multiple companies now compete as a business network rather than as individual enterprises, each relying on the others to achieve collective success. This paper includes an action plan with the evolutionary steps companies can take to move Read More

6 Reasons to Switch to Cloud-based Expense Management


Many businesses have begun to realize the extent of the benefits offered to them by automated expense management. These programs—which allow expense information to be stored digitally and expense reports to be generated automatically—are about to become standard across all sectors of industry. Here are six ways cloud-based expense management can benefit companies.

provide customer access to content  T&E, travel and expense management, T&E solution, T&E management, cloud-based expense management, on-demand analytics, T&E policy Read More

Medallia to Offer New Text Analytics Functionality to Its Customer Experience Management Suite


The best way to capture customer experience is without a doubt the ability to interpret real customer sentiment, which is reason enough for Medallia to include text analytics capabilities to its already well-known Customer Experience Management Suite (CEM). Points of note: this offering integrates fully with Medallia’s CEM solution. The vendor touts its ease of use, as well as the ability for

provide customer access to content  to Offer New Text Analytics Functionality to Its Customer Experience Management Suite The best way to capture customer experience is without a doubt the ability to interpret real customer sentiment, which is reason enough for Medallia to include text analytics capabilities to its already well-known Customer Experience Management Suite (CEM) . Points of note: this offering integrates fully with Medallia’s CEM solution. The vendor touts its ease of use, as well as the ability for users to acquire Read More