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- Customer Interaction Management: Delivering High Value Service, Sales, and Support
- Customer Interaction Management is the whole process whereby customers get what they want, when they want it, from the place that has something they need (information, solutions, answers, etc). This means that a person needs to know what each customer needs, and can deliver not just the data to them,...
- Tags: Talisma Corp., Customer Interaction Management, E-mail, Sales Strategy, Online Communications, Sales
- White papers 2006-03-23
Additional Resources
- Interactive Intelligence + CRM: The Complete Integration of Information and Interaction Management
- Interactive Intelligence has pioneered multimedia interaction management solutions for enterprises, contact centers, and service providers that help organizations more effectively meet customer demands and improve the overall communications experience. The product solutions from Interactive Intelligence offer comprehensive Customer Relationship Management CRM integration that allows organizations to provide unsurpassed information and...
- Tags: Interactive Intelligence, CRM, Integration, Customer Relationship Management (CRM), Advertising & Promotion, Enterprise Software, Software, Marketing
- White papers 2005-04-01
- Building Customer Relationships One Interaction at a Time
- Successful customer-oriented companies have figured out that customer relationships can only be built one interaction at a time, and are re-aligning objectives around just that: the customer interaction. Given this reality, imagine an environment where one could personally direct the outcome of every single customer interaction, start to finish. Where...
- Tags: Customer Interaction, Customer Relationship
- White papers 2007-09-01
- 2Touch Streamlines Customer Interaction Processes With Avaya and Noetica Solution
- 2Touch needed a front-end solution to guide agents through conversations with their clients' customers; the solution needed to be deployed within a short timeframe. In addition, 2Touch needed a tool that would save time and energy in setting up new customer interaction processes and making amendments to existing ones. The...
- Tags: Customer Interaction, Avaya Inc., 2Touch, SYNTHESYS, Call Centers, Real Estate, Service-Oriented Architecture (SOA), Operational Planning, Customer Relationship Management (CRM), Business Process Automation, Enterprise Software, It Operations, Business Operations, Web Services, Software
- Case studies 2007-08-01
- Epson Says Hello to Better Service With mySAP Customer Relationship Management
- With customer loyalty quickly disappearing and the competition just a mouse-click away, Epson Korea knew it needed to rethink its customer relationship management CRM strategy so it could continue to deliver on its commitment to superior customer service - and at the same time reduce operating costs. To meet these...
- Tags: mySAP, Digital Imaging, Epson, Customer Interaction, mySAP CRM, Customer Relationship Management (CRM), Enterprise Software, Software
- Case studies
- The Interaction Center Platform
- The Interaction Center Platform is a powerful platform for implementing comprehensive interaction management covering not only telephone calls and faxes but also e-mail messages, Internet text chats, and Web callback requests. It also provides a smooth transition from circuit-switched telephony to voice over IP. Using the Interaction Center Platform, enterprises,...
- Tags: Interactive Intelligence, Interaction Center Platform, Fax, Call Centers, Internet, Business Services, VOIP, E-mail, Telephony, Telecom & Utilities, Customer Relationship Management (CRM), Telecommunications, It Operations, Networking, Online Communications, Enterprise Software, Software
- White papers 2005-05-25
- mySAP Customer Relationship Management (mySAP CRM): Focusing on the Customer With SAP Interaction Center
- In this Webcast, you'll hear directly from industry consultants and SAP customers who are using SAP Interaction Center to deliver consistent, personalized communications to customers - even as they reap significant, tangible rewards.
- Tags: mySAP, SAP AG, mySAP CRM, CRM, Customer Relationship Management (CRM), Enterprise Software, Software
- Webcasts
- The Letter and the Envelope: Introducing Sophisticated Analytics to Understand Customer Behavior
- Today's typical contact center reporting system uses outdated, ineffective metrics to evaluate customer satisfaction. Like reading the outside of an envelope, people don't get much more than name and address - metrics like average hold time, call duration, etc - that only gives context about the interaction, but not, most...
- Tags: Analytics, Financial Planning, Call Centers, Finance, It Operations
- Webcasts
- mySAP Customer Relationship Management Helps MANN+HUMMEL Improve Customer Care in the Aftermarket
- To deliver tailored yet comprehensive service for its customers, MANN+HUMMEL deployed mySAP Customer Relationship Management mySAP CRM for its MANN-FILTER brand outfit. The focus was on improving processes and providing a technical foundation for better customer care. Thanks to mySAP CRM, the company now benefits from contact, escalation processing, and...
- Tags: mySAP, mySAP CRM, Customer Relationship Management (CRM), Enterprise Software, Software
- Case studies
- Enterprises and Service Providers: Wining with Managed Customer Interaction Services
- Enterprises that do a good job of keeping their customers happy demonstrably add shareholder value. The evolution toward IP and open standards results in the separation of applications from the infrastructure that delivers them, and opens up attractive, new customer interaction markets to Service Providers SPs. SPs can now...
- Tags: Service Provider, Customer Interaction, Enterprise, Business Services
- White papers 2006-02-17
- Enterprises and Service Providers: Winning With Managed Customer Interaction Services
- Enterprises that do a good job of keeping their customers happy demonstrably add shareholder value. The evolution toward IP and open standards results in the separation of applications from the infrastructure that delivers them, and opens up attractive, new customer interaction markets to Service Providers SPs. SPs can now offer...
- Tags: Service Provider, Customer Interaction, Enterprise, Business Services
- White papers 2006-02-01
- mySAP Customer Relationship Management Enables Brewery to Provide Better Service and Gain a Competitive Edge
- Sociedade Central de Cervejas, Portugal's second-largest brewery, needed better control of its customer servicing system. To gain this control, it implemented mySAP Customer Relationship Management. The solution brought the company's customer interaction center in-house, streamlined the workflow process for technical services, and improved communications and productivity. This resulted in reduced...
- Tags: mySAP, SAP AG, Brewery, mySAP CRM, Customer Relationship Management (CRM), Enterprise Software, Software
- Case studies
- Advanced Multichannel Contact Management
- Businesses continue to see increased demand for higher quality, consistent service. Contact centers must be designed to deliver comprehensive and integrated support for all interaction types with the requisite back-end integration and capabilities that provide the necessary foundation for a true multichannel customer interaction center. Achieving a superior customer experience...
- Tags: Contact Management, Avaya Inc., Integration
- White papers 2005-04-01
- Leading Asset Manager Creates Single Global Customer View for Improved Account Management
- ABN AMRO Asset Management AAAM is the separately organised investment management division of ABN AMRO Bank. It has a global network of offices, offering a range of services to institutional and private clients. However, each office used a different system for recording customer interaction, which meant it was difficult for...
- Tags: Asset, Accenture Ltd., Account Management, Microsoft Corp., Asset Manager, ABN AMRO Asset Management, Sales Strategy, Asset Management, Sales Force Management, Enterprise Software, Sales, Operational Planning, Business Operations, Software
- Case studies
- Service at the Highest Level With mySAP Customer Relationship Management
- Loewe offers the whole range of devices for home entertainment: televisions, DVD players, VCRs, audio systems, and multimedia Internet TVs. The mySAP Customer Relationship Management mySAP CRM interaction center forms the basis of the Loewe customer-care center. As one of the key capabilities of mySAP CRM, the interaction center links...
- Tags: mySAP, mySAP CRM, Loewe, Customer Relationship Management (CRM), Enterprise Software, Software
- Case studies
- mySAP.com Business Intelligence for Analytical CRM: Efficient Customer Relations Thanks to a Personalized Service
- Bertelsmann's book and music clubs are developing the systematic management of their customer relations with the help of the Customer Interaction Center CIC, a central component of mySAP.com Customer Relationship Management. Gaining new customers, keeping customers longer and increasing sales per customer are the most important business goals of Bertelsmann...
- Tags: Business Intelligence, Bertelsmann AG, mySAP, SAP BW, Customer, SAP AG, Customer Relation, CRM, Sales Strategy, Customer Relationship Management (CRM), Sales Force Management, Enterprise Software, Sales, Software
- Case studies
- Accelerating Business Success With Intent-Driven Search Interactions
- Despite numerous investments in Web content and Customer Relationship Management CRM technologies, companies continue to struggle with transitioning their customers to lower-cost interaction channels. Companies recognize they have a critical need to simplify and personalize the user experience on their websites so that customers can successfully find information that addresses...
- Tags: InQuira, Customer, Web Site Development, Advertising & Promotion, Customer Relationship Management (CRM), Web Technology, Channel Management, Investment, Enterprise Software, Internet, Marketing, Software, Finance
- White papers 2006-04-01
- The Last Mile in CRM Analytics: Optimizing the Customer Experience in Real Time
- While large organizations have invested millions in customer relationship management software and analytics, a tremendous gap still exists between companies' ability to listen to customer needs and their ability to respond appropriately at the moment of interaction. In this webcast, the viewer will learn how applying real-time predictive analytics to...
- Tags: Predictive Analytics, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- Webcasts
- The Power to Know With Customer Interactions
- Interaction analytics is a perfect complement to today's advanced Business Intelligence BI solutions that analyze transactional and CRM information. Interaction analytics coupled with BI solutions can provide the voice of the customer - the "Direct line" to what they are saying today. Now a person can understand "Why it happened"...
- Tags: Analytics, NICE Systems Ltd., Interaction Analytic, Pricing, Business Intelligence, Tools & Techniques, Financial Planning, Enterprise Software, Databases, Marketing, Software, Data Management, Management, Finance
- Webcasts
- Customer Relationship Management - An Introduction
- Customer Relationship Management entails all aspects of interaction a company has with its customer, whether it is sales or service related; it starts with the foundation of relationship marketing. CRM is a systematic approach towards using information and on going dialogue to built long lasting mutually beneficial customer relationship. The...
- Tags: CRM, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software
- White papers 2005-05-25
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