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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...
Customer Care and Billing (CC&B)
Customer care and billing (CC&B) solutions typically support providers of utilities, telephony, cable, or other services providing companies. CC&B software includes functionality for mediat...
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Documents related to » provides customer satisfaction surveys


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

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...
Improving Customer Relationships: An Integrated Approach
It’s a simple idea: get a better understanding of your customers’ wants and needs, deliver on their expectations, and your revenue will increase. But more than

provides customer satisfaction surveys  which sells drugs and provides services such as insurance reimbursement and medical education to doctors, pharmacies and hospitals. The company already has an enterprise-wide CRM system in place, allowing all employees access to a single set of records. In addition, because of the size and complexity of its business—ABSG has 12 divisions that offer various services to healthcare practitioners, hospitals, patients and other healthcare companies—it is likely that several departments will serve the same 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

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 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

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...
Your 360-degree View of the Customer: Keep the Customer in View
Vendors of customer relationship management solutions, and the companies that use those solutions, praise the advantages of having a 360-degree view of the

provides customer satisfaction surveys  360-degree View of the Customer: Keep the Customer in View Vendors of customer relationship management solutions, and the companies that use those solutions, praise the advantages of having a 360-degree view of the customer. The approach is meant to provide a company with a full picture of its customers in order to enhance the customer experience, provide better customer service and support, and improve the company’s sales and marketing initiatives to better target those customers. One problem that Read More...
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

provides customer satisfaction surveys  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 obvious use is to maintain different types of methods for addressing various client issues. KBs thus become an important tool in an organization’s armamentarium used for supporting its customers. But clients are unable to access these resources directly—rather Read More...
How to Create a Unique Shopping Experience, Part 3: Inspiring the Customer
Customer buying decisions are often affected by “inspiration”@an emotional state that separates a casual browser from an engaged customer. Successful retail

provides customer satisfaction surveys  to Create a Unique Shopping Experience, Part 3: Inspiring the Customer Customer buying decisions are often affected by “inspiration”—an emotional state that separates a casual browser from an engaged customer. Successful retail merchandisers select products and promote them in ways that lure prospects into the selling environment. But what are the elements of an ideal selling environment? How can you create one? And how can you tell if it’s working? Learn more about how to inspire customers. 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

provides customer satisfaction surveys  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, 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

provides customer satisfaction surveys  by the members themselves, provides an additional set of experiences to help you be available to the latest that's going on in terms of approaches, what's been successful, [and] how things have been handled before. So there's lots of opportunity to grow your competency around your profession. WT: How do you see your site, myCRMcareer.com, impacting the larger CRM community? BC: We like to think that this will be a place where the industry practitioners can really hang out. What do I mean by that? Well, 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

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...
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

provides customer satisfaction surveys  This introduction to CRM provides guidelines for companies contemplating this critical step in their development. Read More...
Ten Secrets to Successful Customer Service
Customers are your company’s most precious resource. Consistent service is a must, no matter what your volume of inquiries. That’s why it’s so important to

provides customer satisfaction surveys  Secrets to Successful Customer Service Customers are your company’s most precious resource. Consistent service is a must, no matter what your volume of inquiries. That’s why it’s so important to provide great customer service. Companies that provide a superlative service experience keep their customers satisfied and loyal. And that’s a significant competitive advantage. But what are the secrets to accomplishing this and generating bottom-line benefits? Read More...

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