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Enterprise Application Integration - Where Is It Now (And What Is It Now)? Part 1: What Is It Now?
Since January 2000 when TEC last addressed the trends in Enterprise Application, there have been massive changes in the overall direction of Application

what is a customer  Is It Now (And What Is It Now)? Part 1: What Is It Now? Enterprise Application Integration - Where Is It Now (And What Is It Now)? Part 1: What Is It Now? M. Reed - September 3, 2001 Summary Since January 2000 when TEC last addressed the trends in Enterprise Application, there have been massive changes in the overall direction of Application Integration in general and EAI in particular. A great many of the players have changed in the vendor arena, new terminology ( buzz-phrases like IAI, or 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 » what is a customer


Enterprise Application Integration - Where Is It Now (And What Is It Now)? Part 2: Where Is It Now?
Enterprise Application Integration has changed massively in the past two years. Where is the market, and what vendors are left in the game?

what is a customer  Is It Now (And What Is It Now)? Part 2: Where Is It Now? Enterprise Application Integration - Where Is It Now (And What Is It Now)? Part 2: Where Is It Now? M. Reed - September 6, 2001 Summary Since January 2000 when TEC last addressed the trends in Enterprise Application, there have been massive changes in the overall direction of Application Integration in general and EAI in particular. A great many of the players have changed in the vendor arena, new terminology ( buzz-phrases like IAI, or Read More...
Get Closer to Your Best Customers: A Shift in Customer Strategies in a Time of Crisis
An unsettled economy needs a different approach to managing revenues. Companies must identify their most profitable customers and the most effective marketing

what is a customer  get considered. Buy only what you need, pay as you go, and focus on value: these are the new rules of the game. The immediate challenge for company executives in this new environment is to quickly assess what has changed and plan accordingly. The following insights are needed in short order: Do we understand the implications of changing customer demand on our business? Who are our best customers? Where are they spending their limited budgets? What gaps in our product mix, pricing, and supply must we fill Read More...
Bad Customer Support Is Not a Software Problem
A couple of days ago, my laptop decided (all on its own) to jump off my desk.Lucky for me, it survived almost completely undamaged except for a broken latch

what is a customer  replacement parts, she’d see what she could do. She asked me a few questions, consulted a technician, identified the part I needed, and gave me the part number. So to recap: Vendor: 4 calls 1 hour Offered no help and missed an opportunity to make a sale. Reseller: 1 call 5 minutes Resolved the issue despite there being no possibility of making a sale. There’s a lesson here for companies that are looking to upgrade their customer support systems. The difference between customer support that makes you Read More...
What Is Software as a Service?
Though born from the ashes of traditional hosting models, software as a service differs fundamentally from its predecessors. Its software is designed to be

what is a customer  how is it measured? What if capacity is allocated on a provisional basis (or as a standby for emergencies), and not used? How are users to be billed? Furthermore, most enterprise applications are used unpredictably, and composite or tightly integrated applications add further complexity. In the future, these applications will increasingly be made of dynamically linked components and services, and some will be used almost continuously, while others only occasionally. To measure such usage, one might Read More...
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

what is a customer  its behavior, depending on what the user is doing. Financial industry enterprises—especially those competing with larger organizations—claim that they win and keep customers because they leverage their in-depth knowledge about the client to offer more personalized service. These clients do not want a cut-and-dried solution that looks and acts like the same CRM system that their next-door competitor uses. Rather, they want a flexible solution that they can tailor to their products, services, and Read More...
Taking Innovation from a Buzzword to a Business Standard
Companies realize that innovation can mean the difference between effectively growing or transforming their business and falling behind. But for a company to

what is a customer  SAP HANA,Eric Verniaut,service delivery model,SAP Services organization,business innovation Read More...
Perfect Orders: Improving Customer Satisfaction and Financial Results
Manufacturers and distributors must keep two groups satisfied—customers and owners. They are connected—what improves the satisfaction of one group can impact

what is a customer  customer does not pay what is invoiced, on time, that indicates a situation where the customer is not satisfied. Operational excellence is the key to perfect orders and therefore the key to customer satisfaction. Defining the Perfect Order Index There is no single way to calculate the perfect order. Different sources show different math. All of the calculations work on the assumption that the perfect order is the culmination of other measurements that focus on the quality of the various business Read More...
7 Steps to an Easier Development Project, a Better Product, and a Stronger Team
Your data models are brilliant ... but only if database administrators (DBAs) and developers are on the same page. A mismatch of expectations can slow down a

what is a customer   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

what is a customer  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 Web 2.0 Is Transforming CRM: Leveraging Social Media to Improve the Customer Experience
With the rising popularity of Web 2.0 technologies, companies are marketing their products and services to an increasingly savvy customer base. Customers today

what is a customer  Web 2.0 Is Transforming CRM: Leveraging Social Media to Improve the Customer Experience With the rising popularity of Web 2.0 technologies, companies are marketing their products and services to an increasingly savvy customer base. Customers today are taking greater control of their own consumer experiences. Learn how some vendors are leveraging social computing to build our customer relationship management (CRM) communities, and building Web 2.0-based CRM applications that help customers achieve Read More...
5 Simple Steps to Choosing a BRMS for a Loan Origination System
Today, 70 to 80 percent of costs for processing loan applications are people-related. From a mortgage company’s perspective, this results in increased costs and

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Customer Chemistry


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Listen and Learn: 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

what is a customer  customer service, information about what is and what is not working for the customer is critical to success. Obtaining customer feedback can help determine areas of weakness within an organization, and with appropriate adjustment, can turn those weaknesses into strengths. This is how I see it. About Richard D. Hanks and Mindshare Richard D. Hanks is the President of Mindshare Technologies, a leading provider of real-time, automated customer and employee feedback solutions. His experience spans multiple Read More...

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