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- The CCM Connection: Boosting Profits by Tying CRM to Business Processes Through Customer Communication Management
- Over the last decade, many businesses have invested in Customer Relationship Management CRM initiatives to increase customer satisfaction and loyalty to boost their revenue streams. At the heart of CRM is a set of activities that come under the heading "customer communications." These activities include everything from billing to direct...
- Tags: Business Process, Pitney Bowes Inc., EBPP, CRM, Customer Communication, Customer Relationship Management (CRM), Advertising & Promotion, Operational Planning, Enterprise Software, Software, Marketing, Business Operations
- White papers 2005-06-02
Additional Resources
- Light methodologies demand full customer involvement
- In this installment in our series on light development methodologies, customer involvement takes center stage. Tom Mochal tells you why it's critical to get the business driver engaged in the process.Light development methodologies allow programmers to build solutions more quickly and efficiently, with better responsiveness to changes in business requirements....
- Tags: Team management, Tom Mochal, customer involvement
- Technical articles 2002-05-13
- Customer needs drive contact-center job skills
- E-business and a demand for real-time customer service are dramatically changing skill sets for today's call-center staff. Find out how required Internet and computing skills are also igniting a stronger career track and reducing staff turnover levels.Call centers are getting more sophisticated every year. Five years ago, a call center...
- Tags: Call centers, Customer relationship management (CRM), Recruitment & Selection, Bob Weinstein, job, customer support representative, call-center
- Technical articles 2001-12-05
- mySAP Customer Relationship Management Actively Retaining Customers at Schott Glas
- A single touch point for customer communication across all sales channels and departments is a must for enterprises that operate in intensely competitive markets. This level of customer communication requires a powerful information system. Schott Glas optimized all of its customer-centric processes and implemented systematic customer relationship management. The goal:...
- Tags: mySAP, mySAP CRM, Customer Relationship Management (CRM), Enterprise Software, Software
- Case studies
- IRCE S.p.A. Improves Customer Communication Systems and Efficiency
- IRCE S.p.A. wanted to introduce an integrated financial and supply chain management system that integrates easily with automatic field detection systems in production and improve communication with customers regarding the status of orders and availability of products. The challenge was to implement a strong product traceability system that enables the...
- Tags: Supply Chain, Oracle Corp., SCM, IRCE S.p.A., Supply Chain Management (SCM), Enterprise Software, Software
- Case studies 2007-11-01
- Software Provider Boosts Customer Communication With Monthly Online Events
- Proofpoint is a leading provider of messaging security software. To share company news, product details, and industry issues with customers and prospects, the company initiated a series of web-casts using Microsoft Office Live Meeting software. As these online events grew in popularity, Proofpoint marketers wanted to increase webcast attendance capacity....
- Tags: Microsoft Corp., Proofpoint Inc., Microsoft Office Live Meeting, Microsoft Office, Instant Messaging, Collaboration, Office Suites, Software, Internet, Online Communications
- Case studies
- Sand Improves Customer Service & Problem Resolution With Soffront CRM
- Sand Technology provides high-performance, scalable software solutions for data mining, data marts, data warehouses and OnLine Analytical Processing OLAP. Sand Technology needed a web-based solution to improve customer communication and resolve software support issues faster. They wanted a solution that can be customized for their business, rather than force-fitting their...
- Tags: Customer Service, OLAP, Soffront Software, Data Mining, Databases, Tools & Techniques, Business Intelligence, Enterprise Software, Software, Data Management, Management
- Case studies
- Can a Web-based communication system work for you?
- Web-based customer support can streamline your organization's operations. Find out how to leverage the Web to manage your customers in this interview with Brian Hoover, the CEO of TouchScape, Corp.Brian Hoover, co-founder, president, and CEO of TouchScape Corp., wanted to find an easier way for consumers to communicate directly with...
- Tags: Channel management, INTERNET, Dana Norton, TouchScape Corp.
- Technical articles 2000-04-28
- Managing customer expectations is key to aligning IT with business
- By Harris KernEach year, Information Week takes a poll of its readers on the top issues affecting CIOs and IT departments. Each year, the issue of aligning IT to the business is at or near the top of the list. Key to the issue of aligning IT is the ability...
- Tags: Change Tech Solutions Inc., information technology
- Technical articles 2003-02-24
- Members share ideas on improving help desk/client communication
- The help desk/client relationship shouldn't be an "us vs. them" scenario. Find out how TechRepublic members are building a positive rapport with their clients.Last month, Jeff Dray’s “Five tips for improving help desk/client communication” highlighted the need for help desk techs to build a positive relationship with their clients. To...
- Tags: Call centers, Bill Detwiler, TechRepublic Members, help desk
- Technical articles 2000-11-30
- 10+ things you should know about providing great customer service
- This article is also available as a PDF download.Field techsspend a lot of time in front of customers and a lot of time driving. If thecustomer is on your side, it can make life more enjoyable and rewarding. Some customersmay be several hours from your base, so it's always good...
- Tags: customer service, Jeff Dray, Nothing
- Technical articles 2006-11-01
- The 7 most important communication skills an IT leader should have
- RE: The 7 most important communication skills an IT leader should haveAs a "greenhorn" in the IT Field, but with experience and this being a second career, I wholeheartedly agree with this article. In the couple of years I have been in IT, having these skills developed from my...
- Tags: Strategy, Leadership, information technology, important communication skill, communication skill, IT leader
- Discussion threads 2008-10-29
- Keep clients in the loop with a good communication plan
- If you fail to keep a client informed of your progress on a project, the relationship will probably fall apart. Columnist Rick Freedman offers his tips on creating a communication plan that ensures your client's experience will be a superior one.When is an IT consulting project like an oil change?...
- Tags: Team management, Rick Freedman, communication plan, IT Consulting, bay, team, good communication plan
- Technical articles 2000-08-28
- Jump-start your IT career in customer support
- If you're looking to enter the IT job market, help desks are a great place to start. Find out why in this Tech Watch column.Once considered the bottom of the technology job heap, customer support jobs have gained much-deserved respect thanks to the renewed emphasis on customer relationship management CRM...
- Tags: Customer relationship management (CRM), Advertising & Promotion, Enterprise software, information technology, Bob Weinstein, CRM, Convergys Corp., CRM company, job
- Technical articles 2001-08-08
- Business analysts: Clear communication may curb application development failures
- Eliminate Middlemen, Reduce Cycle Length in Software DevelopmentUnfortunately, this article is a mixture of somewhat contradictory quotes. I would focus on two areas that affect the development of software systems: Communications and Cycle Time.The introduction to the article gets it two-thirds right, "If more progress is to be made,...
- Tags: Software development, Development tools, Wayne M., software, developer, application development, Clear
- Discussion threads 2007-05-08
- Create and sustain a customer focus within projects
- Whether the clients you serve are inside or outside your organization, creating and sustaining customer focus is crucial to your success as an IT department. Countless articles have heralded the destruction of information technology's ivory tower and the resurrection of an IT service closely aligned with the vision and goals...
- Tags: Project, Team, Telephone Call, Customer, Team Management, Strategy, Management, Joe Goss
- Blog posts 2008-01-10
- Tomorrow's Customer Interactions: A New Vision for the Contact Center
- Imagine a world where the customers can easily reach the company anytime, anywhere, via any device or mode of communication regardless of location or number of participants. With converged second generation IP communication networks come new standards such as Session Initiation Protocol SIP. SIP enabled devices and applications have the...
- Tags: SIP, Siemens AG, Contact Center, Vision, Customer Interaction, Session Initiation Protocol (SIP), Call Centers, Customer Relationship Management (CRM), Emerging Technologies, It Operations, Enterprise Software, Software
- Webcasts
- Without communication, ERP solutions are a bust
- When Nike and i2 reported problems with the shoemaker's inventory-management system, it was clear to many TechRepublic members that bad communication was the problem. Read on to find out what members recommend for effective ERP undertakings.Relationships can be tough. They’re labor-intensive, and without good communication between both parties, you can...
- Tags: Enterprise resource planning (ERP), Recruitment & Selection, Enterprise software, Supply chain management (SCM), John Connell, Nike Inc., i2 Technologies Inc., hiring, ERP, solution provider, enterprise application, PeopleSoft Inc., hiring company
- Technical articles 2001-04-03
- Taking Care of Customers and Enhancing Sales With a Customer-Centric Approach
- As one of the largest resource suppliers for Christian churches and bookstores in the United States, LifeWay Christian Resources needed a comprehensive corporate solution to facilitate effective internal communication and to better serve its vast and growing customer base. It needed a solution that was advanced and powerful, yet user-friendly...
- Tags: Solution, CRM, Sales Strategy, Customer Relationship Management (CRM), Advertising & Promotion, Sales Force Management, Enterprise Software, Sales, Software, Marketing
- Case studies
- Communication plans are vital for success on large projects
- Status meetings and reports will usually suffice for keeping stakeholders up to date on a project's status. But as Project Mentor Tom Mochal explains, a more sophisticated communication plan is needed for a major initiative.Each week, project management veteran Tom Mochal provides valuable advice about how to plan and manage...
- Tags: Strategy, Tom Mochal, communication plan, Reyna
- Technical articles 2001-04-30
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