X
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 solutions by funtionality, so that you can make accurate and informed software purchasing decisions.
Compare Now
 

 provides customer satisfaction surveys


How to Measure Customer Satisfaction
Organizations often rely on surveys and questionnaires to determine customer satisfaction ratings, but such methods merely offer a perceived customer rating

provides customer satisfaction surveys  the quality a vendor provides over on-time delivery. That is the reason I place this aspect as second in importance when determining customer satisfaction. To compute this metric, we contrast accepted delivery with actual delivery. But which date should you use as the accepted delivery date? To compute the highest rating possible, take the latest accepted delivery date. To derive a true customer satisfaction rating, then take the date that is on the purchase order. Some organizations use both—one for

Read More


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

Field Service Management (FSM)

Field service management (FSM) software is a set of functionalities for organizations or departments within organizations that have as main focus the intallation, maintanance, reparing, and meter reading for industries relying heaviling on equipment. FSM workers require functionality for customer engagement management, service and asset management as well as workforce management. Since most activities in FSM take place outside of the office, mobility is a big component of the a FSM software solutions. Typically, FSM software is not used as a stand-alone solution, as it needs to integrate with Financials, ERP, CRM and EAM to ensure accurate data exchange. Even if its main purpose is to maintain and repair equipment, it can also be used to gather customer satisfaction and equipment performance feedback. To allocate human resources efficiently, workforce management is an integral part of an FSM system. 

Evaluate Now

Documents related to » provides customer satisfaction surveys

A Lexicon for Customer Relationship Management Success


Despite technological advances, users are dissatisfied with customer relationship management (CRM) systems. Ambiguous terms do not provide the vocabulary for concrete action and measurable expectations. Thus, CRM is perceived to be about intangibles, and is approached with a let's-hope–for-the-best mentality.

provides customer satisfaction surveys  of profit effectiveness. CRM provides tools that can be used to positively impact the customer perception of value. The technology can also support resources with varying skills and experience to raise the bar on the typical customer experience, plus offer the customer options such as e-commerce and self-help. Similarly, it can be used to identify customers that are at risk and initiate programs that stop them from defecting. A CRM database can also be used to optimize customer interactions to leverage Read More

Case Study: VAI Improves Customer Service with Business Portal


Vormittag Associates, Inc. (VAI) provides enterprise resource planning software and associated services to clients in the manufacturing, wholesale, and retail industries. To facilitate everyday business processes, VAI began to consider a business portal. As a software provider, VAI was intimately familiar with a number of portal products, and decided that IBM Workplace Services Express was best suited for the company.

provides customer satisfaction surveys  support its software, VAI provides consulting, education, and implementation services, as well as expertise in system integration. Thanks to its portfolio of products and services, VAI has a number of high-profile customers, including Konica-Minolta, Turtle Wax and Dunkin' Donuts. In order to serve its customers, VAI relies on its internal IT systems to provide a competitive advantage. In today's environment, you simply can't compete without an IT infrastructure that lets you quickly and accurately Read More

Software as a Service beyond Customer Relationship Management and Sales


Applications are more often outsourced than infrastructure, and this is increasingly done through software as a service (SaaS). Vendors such as WebEx, Webcom, MCA Solutions, and Ariba are delivering applications as SaaS.

provides customer satisfaction surveys  the customer installed base, provides contract coverage analysis, and determines where to position spare parts most effectively to meet customer service requirements (i.e., it suggests the optimum stock levels and location for spare parts while balancing the required level of customer service with the allowed inventory investment). SPO is able to provide that level of information by using sophisticated risk-based algorithms specifically designed to handle the uncertainty inherent in knowing when or where Read More

A Product Note: Attensity and the Voice of the Customer


Attensity has found a way to truly capture the voice of the customer with its new breed of customer experience management (CEM) solutions. TEC analyst Jorge García looks at how Attensity’s CEM products can help organizations analyze customer conversations across multiple channels, extract actionable data and insights, and route conversations for rapid and effective response, improving their customers’ experience and loyalty.

provides customer satisfaction surveys  analysis and visualization application, provides the means to analyze customer conversations coming from over 75 million social media and other online sources, as well as internal channels such as e-mails, call center notes, surveys, and private communities. Analyze users can use the insights to measure marketing campaign effectiveness, product launch feedback, customer sentiment, intent to purchase, churn analytics, emerging trend analysis and more, and establish metrics to leverage the voice of the Read More

Transforming Customer Service with Business Analytics


Customer service needs to go beyond handling dissatisfied customers and build relationships with customers so they are profitable, loyal advocates. Business analytics can help customer service departments acquire the information and capabilities to transform themselves.

provides customer satisfaction surveys  Customer Service with Business Analytics Customer service needs to go beyond handling dissatisfied customers and build relationships with customers so they are profitable, loyal advocates. Business analytics can help customer service departments acquire the information and capabilities to transform themselves. Read More

Customer-oriented Banking and Account Origination


A decline in customer loyalty has put a great deal of pressure on financial institutions of late. Thus, as banks tailor products and services to meet customer demands, they must also boost revenue. That’s why it’s essential to target your most profitable customers with real-time insight that helps you drive revenue, increase profitability, and build long-term relationships with those customers.

provides customer satisfaction surveys  oriented Banking and Account Origination A decline in customer loyalty has put a great deal of pressure on financial institutions of late. Thus, as banks tailor products and services to meet customer demands, they must also boost revenue. That’s why it’s essential to target your most profitable customers with real-time insight that helps you drive revenue, increase profitability, and build long-term relationships with those customers. Read More

The Customer as a Strategic Asset


Ask 500 CEOs to define the word “customer,” and you’ll come up with 500 different answers—with a few common denominators. It turns out these denominators are the same ones used to describe an organization’s long-term strategic assets. Yet for many organizations, customers aren’t considered assets at all; and yet they’re expected to constitute the lifeblood of the business itself.

provides customer satisfaction surveys  Customer as a Strategic Asset Ask 500 CEOs to define the word “customer,” and you’ll come up with 500 different answers—with a few common denominators. It turns out these denominators are the same ones used to describe an organization’s long-term strategic assets. Yet for many organizations, customers aren’t considered assets at all; and yet they’re expected to constitute the lifeblood of the business itself. Read More

Defining the Value of Customer Loyalty


What does customer relationship management (CRM) mean to you? What is its value? Thousands of companies have ventured down the CRM path—many successfully, and others not. The reason may lie in the fact that CRM is sometimes viewed incorrectly, or may in fact be misunderstood. We provide some insights about the value of CRM in defining customers, increasing customer loyalty, and increasing your profits.

provides customer satisfaction surveys  the Value of Customer Loyalty What does customer relationship management (CRM) mean to you? What is its value? Thousands of companies have ventured down the CRM path—many successfully, and others not. The reason may lie in the fact that CRM is sometimes viewed incorrectly, or may in fact be misunderstood. We provide some insights about the value of CRM in defining customers, increasing customer loyalty, and increasing your profits. Read More

Providing the Total Customer Experience with IBM Predictive Customer Intelligence




provides customer satisfaction surveys  the Total Customer Experience with IBM Predictive Customer Intelligence Read More

The Intelligent Customer Experience Life Cycle


Whether you’re a manufacturer, vendor, or customer service company, the increasing pressure to make sales and decrease service costs affects you. The key to its success is to look at your customer experiences as repeatable life cycles. Instead of viewing sales and service as independent challenges—solved by using disconnected software packages—an integrated solution that accelerates the total life cycle may be the answer.

provides customer satisfaction surveys  Intelligent Customer Experience Life Cycle Whether you’re a manufacturer, vendor, or customer service company, the increasing pressure to make sales and decrease service costs affects you. The key to its success is to look at your customer experiences as repeatable life cycles. Instead of viewing sales and service as independent challenges—solved by using disconnected software packages—an integrated solution that accelerates the total life cycle may be the answer. 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 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.

provides customer satisfaction surveys  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

2011 Customer Relationship Management Buyer's Guide: Innovations in CRM


Customer relationship management (CRM) has matured, and offers more choices than ever before. This buyer’s guide reviews the latest innovations in this software space, focusing on cloud, mobile, and social options, and includes a section on the range of customer-centric and process-oriented add-ons and applications available. The guide also includes valuable CRM resources, case studies, and a directory of CRM vendors.

provides customer satisfaction surveys  Customer Relationship Management Buyer's Guide: Innovations in CRM Customer relationship management (CRM) has matured, and offers more choices than ever before. This buyer’s guide reviews the latest innovations in this software space, focusing on cloud, mobile, and social options, and includes a section on the range of customer-centric and process-oriented add-ons and applications available. The guide also includes valuable CRM resources, case studies, and a directory of CRM vendors. Read More