TechRepublic Resources
- The World Has Changed; Have You?: A New Paradigm for customer service management
- With more customer-facing channels to manage, growing customer expectations and increasing competitive pressures, delivering quality customer service is more complex than ever. Companies that have adjusted to this changing environment are now achieving important results, including significantly lower operating costs and visibly higher customer loyalty rates. These organizations are embracing...
- Tags: Customer Service, Enkata Technologies Inc., Customer Service Management, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- White papers 2005-04-12
Additional Resources
- nService (zip)
- nService is the best customer service and help desk software that runs on IIS. You can use it to set up your customer service and support Website, intranet IT help desk Website, facility management Website, and HR help desk Website. Features include customer self service, knowledge management, service request...
- Tags: Web Site, nService, Help Desk, Call Centers, Web Site Development, Web Technology, It Operations, Internet
- Software downloads 2007-02-01
- Customer Lifecycle Management (CLM): The Four Foundations of Convergence
- World-class customer service is a primary goal in the search for the competitive differentiation needed to achieve a loyal revenue base. Key to a successful customer management strategy are achieving a single view of the customer across the entire BSS and extending that view to the customer through a suite...
- Tags: Customer Management, Convergence, Convergys Corp., World-class Customer Service, Product Marketing, VOIP, Customer Relationship Management (CRM), Marketing, Telecommunications, Networking, Enterprise Software, Software
- White papers 2003-11-01
- 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
- A Uniform View of Customer Information Creates Higher Quality Service and Customer Care
- Thanks to mySAP Customer Relationship Management (mySAP CRM), Freudenberg IT KG was able to optimize its customer services processes just how it wanted. Now, with a uniform view of all relevant customer data and a comprehensive range of functionality at their fingertips, some 50 service, sales, and marketing employees can...
- Tags: mySAP, SAP AG, mySAP CRM, Customer Relationship Management (CRM), Enterprise Software, Software
- Case studies
- Making Every Agent Your Best Agent
- Customer service organizations of all sizes face challenges like these, and those that succeed in this environment are leveraging knowledge management and search technology to automate the issue resolution process and provide service above and beyond their customers' expectation. This webcast discusses the ways Service Resolution Management (SRM) optimizes customer...
- Tags: Customer Service, Knova Software Inc., Agent, Real Estate, Product Marketing, Knowledge Management, Customer Relationship Management (CRM), Business Operations, Marketing, Enterprise Software, Software
- Webcasts
- Customer Experience Management: The Value of "Moments of Truth"
- To manage customer experiences, one must first understand what "Customer experience" means. It's almost as difficult to pin down as "Customer relationship." Customer experiences include every point in which the customer interacts with the business, product or service. Customer Relationship Management (CRM) is a business strategy to acquire, grow and...
- Tags: Customer, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software
- White papers 2006-05-01
- 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
- Israel's Largest Insurance Company Increases Efficiency and Improves Customer Service With the mySAP Customer Relationship Management Solution
- One of every three businesses in Israel is insured by Clal Insurance Company. With annual revenue of 7 billion Israeli new shekels (US$1.6 billion), the company provides many insurance and financial products for its customers and has been lauded for excellence by Dun & Bradstreet. But Clal's customer service processes...
- Tags: mySAP, Customer Service, Insurance, mySAP CRM, Customer Relationship Management (CRM), Product Marketing, Enterprise Software, Software, Marketing
- Case studies
- Effective Outsource Management: Preventing Customer Churn and Unforeseen Costs
- Outsourcing all or part of a company's customer service operation has the potential to lower costs, better focus in-house resources, and even improve customer relationships - but entrusting customers to an outside vendor also creates a service "Gap" that can jeopardize those customer relationships. Executives who hire an outsourcer to...
- Tags: Customer Service, Enkata Technologies Inc., Outsource, Outsourcing, Product Marketing, Customer Relationship Management (CRM), It Operations, Business Operations, Outsourcing & Subcontracting, Marketing, Enterprise Software, Software
- White papers 2006-02-15
- Knowledge Management for Customer Service: Critical Ingredients for Success
- As enterprises increasingly use customer service to differentiate themselves, knowledge management has gained prominence as a strategic initiative. A key enabler, it allows businesses to use their knowledge assets to provide better customer service, improve agent productivity, reduce service costs, generate revenue through contextual upsell and cross-sell, and more effectively...
- Tags: Customer Service, Knowledge, eGain Communications Corp., Knowledge Management, Strategy, Business Intelligence, Customer Relationship Management (CRM), Call Centers, Product Marketing, Enterprise Software, Software, Management, Data Management, It Operations, Marketing
- White papers
- Improving Effectiveness of Customer Service in a Cost-Efficient Way - Empirical Investigation of Service Allocation Decisions With Out-Sourced Centers
- Ever since the 1990s, the role of call centers has been transformed from simply dealing with customer inquiries to performing integrated marketing functions. Firms are starting to view contemporary call centers as preferred and prevalent channels to acquire and retain customers, enhance customer relationship and grow long-term revenue, rather than...
- Tags: Customer Service, Carnegie-Mellon University, Call-center, Allocation, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2005-12-01
- Six Steps for Successfully Buying Customer and Service Management Software
- Service companies gain tremendous value utilizing a service management software solution. Many service companies use paper-based approach, older (dos) software, or a combination of tools such as excel, outlook, and custom in-house database programs. Service companies using these approaches would gain tremendous improvements in their operations by moving to a...
- Tags: Software, Service Management, Service Company, It Services
- White papers 2006-02-16
- Customer Satisfaction = Customer Loyalty: Achieve It With Online CRM Customer Relationship Management
- The Customer Relationship Management application is going to be the central repository for pertinent business communications. Leads that have the highest potentials are recognized immediately allowing a person to close sales more quickly and efficiently. Real time alerts are sent directly to the Customer Service staff from the website, giving...
- Tags: Customer Satisfaction, CRM, Customer-Relationship Management Application, Customer Relationship Management (CRM), Advertising & Promotion, Enterprise Software, Software, Marketing
- White papers 2005-06-27
- Medical Lab Slashes Customer Response Times, Gains New Insight Into Service Trends
- Pathology Associates Medical Laboratories (PAML) of Spokane, Washington, was doing a great job testing specimens but knew it could improve customer service. After customers complained about lengthy response times, PAML invested in customer relationship management software for all customer-facing employees. The result: three-day response times have shrunk to minutes or...
- Tags: Customer Service, Medical Lab, Response Time, Pathology Associates Medical Laboratories, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- Case studies 2007-04-01
- Controlling Costs With Service Management Best Practices
- Best practices in service management operations, especially standards such as those found in ITIL, are having positive effects in improving IT customer support and improving business bottom lines. Join Senior IDC analyst, Fred Broussard as he discusses the current state of service management best practices and their adoption in business...
- Tags: Service Management, Computer Associates International Inc., It Services
- Webcasts
- Service Desktop Pro (exe)
- Service Desktop Pro is an integrated Business Information & Service Management Software. It is useful for small business managers, IT Service Providers, Freelancers, Consultants, Web Developers and Software Developers. It handles over 20 key business requirements including Contact Management, Leads Management, Project Management, Billing Management, Document Management, Expense Management and...
- Tags: Desktop, Small Business, ImageSkill, Service Desktop Pro, Product Marketing, Document Management, Strategy, Marketing, Enterprise Software, Software, Finance, Managerial Accounting, Management
- Software downloads 2007-02-22
- Customer - Centric Approach
- What businesses today needs are customer service standards. For an organization to be 'market - led' it must be 'customer - driven'. The only way to embed customer service into the culture of a business is through a 'management - led' obsession for being 'customer - driven'. Businesses need to...
- Tags: Customer Service, Business, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- White papers 2005-03-04
- National Bank of Dubai Optimizes Sales by Increasing Customer Support Through Service Innovation
- The National Bank of Dubai, one of the leading financial institutions in the United Arab Emirates (UAE), has a strong reputation for service and customer satisfaction. The bank wanted to optimize call center efficiency and provide a one-stop service for all customer inquiries related to the bank's products. They wanted...
- Tags: Innovation, Bank, Oracle Corp., Sales, Bank Of Dubai, Financial Services
- Case studies
- Let "Change Management" Guide Your Center in the Evolution From Service to Sales
- The idea of transitioning from a 100 percent service-oriented customer service operation to one that handles a mix of service and sales or of inbound and outbound calls is one that many companies are considering. In general, they want to leverage the service contact to increase revenue, to add more...
- Tags: Customer Service, Change Management, Sales, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- White papers 2006-04-01
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