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- Customer Satisfaction Survey
- Does anyone put put together an online customer satisfaction survey for Information Technology to be given to the customer to palce their feedback about the servies IT provide?. Regards.
- Tags: ppowersoft@..., customer satisfaction
- Discussion threads 2007-03-18
- New Methods for Strategic Customer Satisfaction Measurement
- While customer satisfaction is a major goal of almost every enterprise organization, contact centers have been challenged to find ways to set benchmarks for customer satisfaction goals. When using customer surveys to gather satisfaction data, the key is in finding effective measurement tools, and gathering information in an accurate and...
- Tags: Customer Satisfaction, Product Marketing, Marketing
- Webcasts
- Customer Satisfaction: Do You Know the Score?
- Now, more than ever, companies across industries are realising the importance of ‘putting the customer first’ paying attention to customer satisfaction translates to enhanced shareholder value. Surprisingly, although corporations have spent millions on ad campaigns, Information Technology IT solutions, new customer service programmes and organisational changes customer satisfaction levels, across...
- Tags: Customer Satisfaction, Product Marketing, Marketing
- White papers 2002-07-01
- Linking Employee Relationship Management to Customer Relationship Management
- While an organization can do many things to improve employee satisfaction, focusing on activities and processes that link employee effort to customer value will likely yield satisfaction for both customers and employees. Key employee activities that can provide a direct impact on customer satisfaction include planning, training, informing, collaborating, and...
- Tags: Employee Relationship Management, Customer Satisfaction, Employee Satisfaction, CRM, Product Marketing, Marketing
- White papers 2006-08-01
- Solving the CRM Employee Retention Problem: A Customer Service Approach (Part II)
- There is definitely a link in the customer service arena between the quality of service the customer receives and their levels of satisfaction. The better the service, the more satisfied the customer. And, when the customer is more satisfied, he or she is usually more loyal to the service provider....
- Tags: Customer Service, QoS, Employee Retention, CRM, Product Marketing, Customer Relationship Management (CRM), Recruitment & Selection, Marketing, Enterprise Software, Software, Human Resources, Workforce Management
- White papers
- The Customer Differential
- Customer Relationship Management CRM is suddenly the talk of the town. It is a worldwide focus on customers, covered now in popular media and within corporate boardrooms around the world. Never before has there been such a focus on keeping customers coming back. Perhaps the closest business movement was the...
- Tags: Customer Satisfaction, CRM, Product Marketing, Marketing
- White papers
- Why Do Customer Relationship Management Applications Affect Customer Satisfaction?
- The research discussed in this paper evaluates the effect of Customer Relationship Management CRM on customer knowledge and customer satisfaction. An analysis of archival data for a cross-section of U.S. firms shows that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction. This...
- Tags: American Marketing Association, Customer Satisfaction, CRM, Customer Knowledge, Product Marketing, Advertising & Promotion, Business Structures, Customer Relationship Management (CRM), Enterprise Software, Marketing, Finance, Software
- White papers 2005-10-01
- User satisfaction survey form
- User surveys offer an excellent way to determine the level of satisfaction among employees who rely on IT support services. But to get accurate and useful results, it's important to develop a clear and simple assessment form. This revamped version of our sample survey offers a mix of easily answered...
- Tags: TechRepublic Inc., Survey, Marketing Research, Marketing
- Download resources 2005-05-27
- IT User Satisfaction Survey
- Conducting an IT User Satisfaction survey for a client (HW, SW, Systems, Support, Performance, Help Desk etc). Does anyone know of any good templates, samples, white papers, tools or web sites where some current methodologies are available? Know of any good reasonably priced 3rd party tools on the market? ThanksHere...
- Tags: Gozzie, information technology, it management, IT User Satisfaction, IT User Satisfaction Survey, SharePoint 2003, survey, tool, User Satisfaction
- Discussion threads 2005-03-08
- SAS Helps Wachovia Grow Customer Satisfaction and Loyalty
- Heightened competition in the financial services industry is driving Wachovia Corp. and other institutions to become more customer-focused. With help from SAS, Wachovia, one of the largest providers of financial services to retail, brokerage and corporate customers, has achieved increased customer loyalty and profitability since placing an emphasis on customer...
- Tags: SAS Institute, Customer Satisfaction, Wachovia Corp., Product Marketing, Marketing
- Case studies
- Six Sigma: High Quality Can Lower Costs and Raise Customer Satisfaction
- This paper explains how implementing six sigma can lower cost and raise satisfaction among customers. Companies worldwide are turning to Six Sigma, the data-driven management approach popularized by General Electric, to help them improve performance, increase profitability and raise customer satisfaction. The ultimate goal of Six Sigma is flawless performance,...
- Tags: Customer Satisfaction, Six Sigma, Tqm/Six Sigma/ISO 9000, Process Improvement, Quality, Business Operations, It Operations
- White papers 2003-10-20
- Customer Survey forms
- Hi Everyone, I am starting a new Tech Support helpdesk in my company, I would like to review/monitor the Agents over the coming months and also receive some customer feed back about their experience with the helpdesk. Can any one provide me with some sample agent monitoring templates or customer...
- Tags: Help desk, Marketing research, Call centers, Real estate, d.jordan@..., customer survey
- Discussion threads 2007-06-13
- Putting the Customer in the Front Seat: Volkswagen Drives Customer Satisfaction With mySAP CRM
- Headquartered in Wolfsburg, Germany, Volkswagen AG is a world-leading automobile manufacturer - the largest in Europe. The company wanted to make changes in customer behavior and departmentalized internal structure. The challenge was paper-based processes, disparate stand-alone solutions and need to improve customer acquisition and loyalty. To improve customer communications, retention,...
- Tags: mySAP, Volkswagen AG, Customer Satisfaction, mySAP CRM, CRM, Customer Relationship Management (CRM), Enterprise Software, Software
- Case studies
- The Process of Customer Satisfaction
- The nature of the call centre business entails a fair degree of customer interaction, it is for this purpose that the performance of call centres is judged by standards of customer service delivery. All call centre businesses have an emphasis on service delivery in their mission statements, citing customer satisfaction...
- Tags: Customer Service, Customer Satisfaction, CallCare Consulting, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- White papers
- Helping Customers Maximize the Potential of SAS Software
- Experts agree that customer service is just as important as the product itself in determining a customers' decision to repurchase a product. A reflection of this axiom is evident in the SAS software renewal rate of 95 percent, one of the highest customer-retention figures in the industry. Despite the complexity...
- Tags: SAS Institute
- White papers
- Setting the Standard for Customer Satisfaction: An Analysis of Dell's Customer Satisfaction Track Record and Approach
- TBR believes Dell has long understood how to build and maintain customer confidence, based on the adherence to a set of core principles and practices where customer concerns, needs and wants are communicated by customers and acted upon daily within the Dell organization. The purpose of this white paper is...
- Tags: Dell Computer Corp., Technology Business Research, Customer Satisfaction, Analysis, Product Marketing, Marketing
- White papers 2004-06-22
- Retail Store Execution: An Empirical Study
- This paper describes a methodology by which a retailer can identify action steps that are likely to increase sales and customer satisfaction and demonstrate the methodology using proprietary data from a large retailer with over 500 stores. The paper uses monthly store-level data on a number of operational variables including...
- Tags: University Of Pennsylvania, Retail Company, Customer Satisfaction, Retail, Sales Strategy, Product Marketing, Sales, Marketing
- White papers 2006-12-01
- Self-Service Initiative Puts the Customer Front and Center at mmO2 plc
- mmO2, which now operates under the brand name O2, is keenly aware that products and services, alone, cannot guarantee customer satisfaction. Consequently, O2 continually strives to delight its subscribers with a customer service experience that surpasses expectations. The company wanted to develop a customer self-service strategy that would not only...
- Tags: Oracle Corp., O2 Plc., Self-service Initiative, Product Marketing, Customer Relationship Management (CRM), Branding, Wi-Fi, Wireless, Marketing, Enterprise Software, Software
- Case studies
- CRM and Your Business
- CRM, Customer Relationship Management, and more particularly the technologies involved in delivering it has caused more confusion than any other technology that has been available in the market for so long. Survey after survey shows that for the majority of companies, the awareness of the technology exists but the...
- Tags: Survey, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software
- White papers 2006-01-10
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