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Customer service the right way: Bad customer service stories are everywhere. They are so prevalent that a quick search revealed over two million hits. So what is customer service the right way? And is it possible that we get so run down by receiving bad service that it spills into our own performance? by Tricia...; Tags: Car, Customer Service, Financial Planner, Mechanic, Ice Cream, Customer Service Story, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software, Tricia Liebert; Blog posts 2008-07-17

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Passing the customer service buck: Providing customer service is more than just reading a list of steps from a troubleshooting guide. It should also be about listening to the customer's problem and helping to resolve it. That doesn't happen often enough and we all have a customer service nightmare story to prove it. by Tricia...; Tags: Customer Service, Router, Conditioner, Mom, Modems, Product Marketing, Customer Relationship Management (CRM), Hardware, Components, Marketing, Enterprise Software, Software, Tricia Liebert; Blog posts 2008-07-08
Worst corporations for customer service: It's horror story time kiddies,so let's get those lean and mean, corporate bean countingrat b@stards where it counts,by exposing just how bad their service is.My vote goes to ATT/SBC for selling a customer of mine DSL service that is too far away from the DSLAM.I was troubleshooting an email issue...; Tags: Customer relationship management (CRM), Broadband Internet, pgm554, customer service; Discussion threads 2007-03-27
Customer Centered Service: What It Is and How to Implement: Repeat business from the existing customer base is the best kind of business a person can have. And the best way to ensure repeat business is to treat the customers right. This paper introduces the notion of Customer Centered Service, a new and exciting way to increase customer loyalty and,...; Tags: Customer, eGain Communications Corp., Customer Centered Service, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software; White papers 2006-05-10
Assuring the Customer Experience: Defining a Customer-Driven Service Assurance Strategy: The shift to customer-centricity is being driven both by service providers and their customers. Customers are increasingly demanding better customer service from their service providers. When a customer's service is interrupted, they expect the service provider to not only already know that they have been affected and to identify the...; Tags: Strategy, Amdocs, Service Provider, Business Services; White papers 2006-05-01

Doing More with Less: Next-Generation Strategies and Best Practices for Customer Service: Our new economic reality is one of increased competition, informed and demanding customers, commoditization of products and services, and relentless pressure to cut costs. In this environment, customer service is the single biggest differentiator for businesses. In the last few years, most companies have made significant efforts to enhance the...; Tags: Customer Service, eGain Communications Corp., Best Practice, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software; White papers
Customer Service Portals With BEA and Documentum: Happy customers are good for business. They spend more, cost less to maintain, and are less likely to defect. And now you can provide a superior customer service experience and lower your costs at the same time - with Customer Service Portal solutions from BEA and Documentum. This webcast features...; Tags: Customer Service, BEA Systems Inc., Documentum, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software; Webcasts
Leveraging Mobile Technologies to Improve Worker Productivity and Customer Service: A Cox Communications Success Story: Cox Communications, the nation's third largest cable operator, is at the forefront of utilizing advanced wireless technology to maintain high customer service standards. Recognized with a 3G A-List Award for its successful wireless data solutions, Cox Communications employs leading edge mobile solutions that have resulted in greater field force productivity...; Tags: Customer Service, Mobile, Worker, Cox Communications Inc., Product Marketing, Customer Relationship Management (CRM), Advertising & Promotion, Wireless, Marketing, Enterprise Software, Software; Webcasts 2007-10-17
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
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
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
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
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
Does Your Service Strategy Deliver?: Pull the Rug From Under Your Competitors by Differentiating Your Service Delivery Model: While many companies talk about the importance of quality service, few actually deliver on the promise of exceptional service delivery. The analytical approach described in this paper can help be one of the few companies that truly exceeds customer expectations. By assessing the service delivery model strategically, one can achieve...; Tags: Service, Service Delivery, Product Marketing, Strategy, Customer Relationship Management (CRM), Marketing, Management, Enterprise Software, Software; White papers 2005-08-01
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
3 Questions: Focus CRM on the money: CRM needs billing and customer serviceI agree that following the money is important. When CMN selected NetSuite (www.netsuite.com) as our CRM solution, we also took into account its ERP and customer service functionality. Not only can we track sales opportunities, but in the same record we can see all...; Tags: Customer relationship management (CRM), Enterprise software, CRM, CRM Needs, customer service; Discussion threads 2005-03-23
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
Creating a New Customer-Service Operating Model to More Effectively Interact With Diverse Customer Base: Alcatel executives determined that if the company were to compete - and excel - in a dramatically different telecommunications environment, it would have to provide superior customer service. Accenture helped Alcatel create a new customer-service operating model to help the company more effectively interact with its highly diverse customer base....; Tags: Customer Service, Accenture Ltd., Alcatel, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software; Case studies
Multi-Channel Customer Service: This webcast explains what business requirements in the enterprise are necessary for successful multi-channel customer service. Speech self-service is a catalyst to transform customer service. IBM speech self-service solutions help companies address these requirements.; Tags: Customer Service, IBM Corp., Speech Self-service, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software; Webcasts
Delivering Customer Service That Works: Cross-Lifecycle Customer Service and Support: Companies struggle to provide a customer service experience that is meaningful and relevant to their customers. When dealing with an incident, agents typically have little understanding of who the customer is, the product he or she owns, and the other activities that were tried in the resolution process. In addition,...; Tags: ATG, Customer Service, Customer, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software; Webcasts

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