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- 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
- Complaint Handling for Logistics Service Providers
- Today more than ever, transforming business into a customer-centric enterprise is essential to driving revenue and profit. But to make customer-centric vision a reality, a person needs to orchestrate the customer-facing processes across - and beyond - the enterprise. That's the power of mySAP Customer Relationship Management mySAP CRM.
- Tags: mySAP, Logistics, SAP AG, mySAP CRM, Customer Relationship Management (CRM), Enterprise Software, Supply Chain, Software, Business Operations
- Webcasts
- mySAP CRM: Improving Order Management
- Today more than ever, transforming business into a customer-centric enterprise is essential to driving revenue and profit. But to make customer-centric vision a reality, a person needs to orchestrate his or her customer-facing processes across - and beyond - the enterprise. That's the power of mySAP Customer Relationship Management (mySAP...
- Tags: mySAP, mySAP CRM, CRM, Order Management, Customer Relationship Management (CRM), Enterprise Software, Software
- Webcasts
- Oracle Case Study: Network Appliance, Inc.
- Network Appliance, Inc. NetApp is a world leader in unified storage solutions for today's data-intensive enterprise. The company identified 31 major data systems where customer data was entered and maintained, preventing linkage. Unclean customer data produced inadequate business intelligence reports. Time intensive, expensive data reconciliation was required for enterprise data...
- Tags: Network Appliance Inc., Oracle Corp., Storage, Pricing, Business Intelligence, Tools & Techniques, Databases, Enterprise Software, Hardware, Marketing, Software, Data Management, Management
- Case studies
- 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
- Salesforce Enhances Customer Visibility Across the Enterprise for PerkinElmer
- PerkinElmer, a global leader in health and industrial sciences, has implemented Salesforce to manage and share customer and prospect information enterprise-wide. PerkinElmer plans to integrate Salesforce with SAP, enabling an interface between the company's enterprise resource planning and billing systems. PerkinElmer has also customized the Salesforce solution to its own...
- Tags: Salesforce.com Inc., PerkinElmer, Sales Force Management, Sales
- Case studies
- The Customer Focused Contact Center: A Companion Paper to IBM's Advocacy in the Customer
- Companies ready to move forward with improving their customer experiences have significant challenges ahead of them, but also stand to make significant gains. Creating a Customer Focused Enterprise is a significant and worthwhile undertaking that cannot realistically be rolled out across an organization all at once. Establishment of a test-bed,...
- Tags: Contact Center, IBM Corp., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2006-08-01
- Beyond the Hype - The Customer-Engaged Enterprise
- Businesses can easily transform their contact centers to improve customer service and customer relationships. They can do this by using the latest in Presence management to extend the contact center into the enterprise - for contact-handling Agents, and others who support them. Businesses who have taken the first steps in...
- Tags: Siemens AG, Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Webcasts
- Managing Interactions Across The Enterprise
- Nowhere in the enterprise is there a better understanding of the customer than the Contact Center. However, until recently many companies did not leverage this expertise. For many companies, customer-centric initiatives began when they were brutally awakened by the Internet - their customers, long taken for granted, realized that alternative...
- Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2006-02-14
- Usability in Enterprise Customer Service Applications: The Impact to Productivity, Customer Satisfaction, and Profitability
- This paper examines the current state of usability in enterprise customer service applications, and the benefits to an organization when those applications are highly usable. It explores how application providers, such as Oracle, are addressing usability issues. It also provides guidelines for evaluating usability, including user feedback, input, and testing;...
- Tags: Customer Service, Oracle Corp., Customer Satisfaction, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- White papers 2004-11-01
- Oracle Case Study: JDA Software
- JDA Software wanted to establish customer support programs that its competitors could not match. With offices across the United States and around the world, JDA needed a way to streamline best practices that would put its support processes further ahead of the industry. JDA is implementing PeopleSoft Enterprise Customer Relationship...
- Tags: PeopleSoft Inc., Oracle Corp., JDA Software, Help Desk, Call Centers, Sales Strategy, Groupware, It Operations, Sales, Enterprise Software, Software
- Case studies
- Getting It Right: Turning Customer Value Into Competitive Advantage in Retail Banking
- While retail banks have long known that growing customer loyalty, customer profitability and share of customer are the keys to competitive advantage, many remain challenged to incorporate customer strategies into a product-focused environment. Product silos, inconsistent customer communications and the inability to act on customer insight across the enterprise block...
- Tags: Competitive Advantage, Customer, SAS Institute, Banking, Strategy, Financial Services, Management
- Webcasts
- PeopleSoft Case Study: AGF Management
- AGF Management needed to provide its employees with an enterprise-wide view of customer needs and requirements to increase customer satisfaction, retention, and profitability. AGF Management implemented PeopleSoft Enterprise Portal which connects AGF Management’s employees with a 360-degree view of each customer making it easier to provide better and more effective...
- Tags: PeopleSoft Inc., Portals, Product Marketing, Performance Management, Web Technology, Groupware, Internet, Marketing, Human Resources, Workforce Management, Enterprise Software, Software
- Case studies
- Transforming Customer Needs Into Enterprise Value: The Making of a Customer Champion
- SAS and 1to1 Media invite one to watch a complimentary webcast that will provide an overview of what it takes to be recognized as a customer champion. Several recent 1to1 Customer Champions describe their paths to success and provides one with great takeaways that one can implement at the own...
- Tags: SAS Institute
- Webcasts
- Dexia Credit Local Banks on PeopleSoft Enterprise CRM to Promote Customer Loyalty
- Financial services market leader Dexia Credit Local was looking to enhance customer loyalty by leveraging customer data and integrating support systems. Its disparate systems, however, did not provide complete, accurate customer information to marketing staff. With PeopleSoft Enterprise Customer Relationship Management CRM, Dexia is able to access real-time customer information...
- Tags: Bank, PeopleSoft Inc., CRM, Customer Information, Marketing Research, Marketing
- Case studies
- An Enterprise Process Framework Defined and Delivered With IBM Rational Method Composer
- Today's IT enterprise environment is characterized by high degrees of intricacy, increasing demands from its customer base, and an ever-changing landscape. In this environment IT leaders realize that an enterprise needs to be agile, responsive, and dynamic to provide quality services and products to its customer base. With the advent...
- Tags: Information Technology, Enterprise, IBM Corp., Strategy, Management
- White papers 2007-02-15
- Customer Success: Servicing Customers Through SAP Enterprise Portal With Documentum
- CSA International has enhanced customer service, accelerated business processes and increased data accuracy by integrating the SAP Enterprise Portal with Documentum Enterprise Content Management ECM. In this webcast you will learn how to achieve fast and convenient access to any type of content in your enterprise, standardize the way information...
- Tags: SAP Enterprise Portal, Enterprise Portal, SAP AG, Documentum, CSA International, Portals, Groupware, Web Technology, Enterprise Software, Internet, Software
- Webcasts
- Wells Fargo Invests in Customers With PeopleSoft Enterprise CRM
- Wells Fargo is a leader in the financial services industry. Wells Fargo wanted to adopt a customer-centric model for its online services. To make this vision a reality, the company needed a CRM solution that would enable it to accommodate any customer at any time. Wells Fargo implemented PeopleSoft Enterprise...
- Tags: PeopleSoft Inc., Wells Fargo & Co., CRM, Customer Relationship Management (CRM), Advertising & Promotion, Enterprise Software, Software, Marketing
- Case studies
- The Eight Dimensions of Customer Experience for Financial Services
- Financial firms seeking to grow in a commoditizing market are focusing on customer satisfaction and innovation. Providing a great customer experience is key to both and requires attention across eight dimensions - a customer-centric architecture that provides a complete view of the customer, extended enterprise security, transaction efficiency, transaction performance,...
- Tags: Financial Service, Computer Associates International Inc., Operational Planning, Strategy, Security, Business Operations, Management
- White papers 2007-10-01
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