TechRepublic Resources
- 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
- Turn Customer Feedback Into Actionable Insight and Profits: Enhance Customer Relationships Through Enterprise Feedback Management
- Virtually all organizations collect some form of customer feedback, whether through individual surveys or regular customer interactions. But how many actually use it to improve their customer interactions? By some estimates, only a fraction - less than 10% Enterprise Feedback Management EFM is enabling organizations to transform the attitudinal data...
- Tags: SPSS Inc., Customer Interaction, Marketing Research, Digital Media, Marketing, Consumer Electronics, Personal Technology
- Webcasts
- Combining Transactional Analytics With Insight From Interactions: A New Approach to Improving Customer Retention Models
- If organizations could incorporate insight from the millions of spoken customer interactions that they receive in their contact centers, they would greatly improve the accuracy of their predictive models, be able to identify the customers who show a high risk of defection much earlier, and treat them immediately. By turning...
- Tags: Analytics, Customer Interaction, NICE Systems Ltd., Financial Planning, Finance
- White papers
- 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
- When Real Time Is the Right Time: How Real-Time Decision Making Improves Your customer interactions
- As a customer, has one ever experienced less than ideal service when calling a customer support center? Does it seem like organizations just don't recognize what a valuable customer one is? Although the customer interactions may take only a few moments, the impression made by the company on the customer...
- Tags: Customer, Decision-making, SAS Institute, Customer Interaction, Tools & Techniques, Management
- White papers 2007-08-01
- 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
- 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
Additional Resources
- 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
- 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
- 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
- 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
- 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
- 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
- IP Telephony and the Interaction Center Platform
- Telephony remains the dominant form of customer interaction for most businesses today, and is certainly a fundamental component of effective customer service. Traditional telephony is now being joined by IP-based telephony options to reduce the cost of telecommunications and to increase communications options. The Interaction Center Platform provides a number...
- Tags: Telephony, IP Telephony, IP, Interaction Center Platform, VOIP, Telecom & Utilities, Telecommunications, Networking
- White papers 2005-04-12
- Think of Customer Service Automation as a Means of Improving the Customer's Experience
- Sometimes it's hard to think of customer service in any context other than CRM, web site FAQs, knowledge bases, IVR systems and outsourced call centers, but commerce and customer service existed well before globalization and the Internet. A typical customer-service interaction used to entail a back-and-forth dialogue between customer and...
- Tags: Customer Service, Automation, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- White papers 2006-05-15
- 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
- Interaction (msi)
- Interaction is a Windows software program specifically designed to draw and analyze statistical interactions. With Interaction you can: easily create interaction graphs using dichotomous, categorical, or continuous variables; instantly perform a complete statistical analysis of your interaction data; use data from many different formats to draw your interaction graphs, including...
- Tags: Graph, Interaction, Interaction Graph, Microsoft Excel, Microsoft Windows, E-mail, Microsoft Office, Office Suites, Software, Operating Systems, Online Communications
- Software downloads 2006-03-23
- Customer Data Integration: Creating One True View of the Customer
- To maintain, manage, and track the critically important relationships and the associated customer activity, corporations are investing valuable time and resources into managing customer data with Customer Data Integration CDI systems. CDI is a combination of technologies and processes that manage the integration held within customer information systems so that...
- Tags: Customer, SAS Institute, Data Integration, Customer Data Integration
- White papers 2006-09-14
- 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
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