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Experiencing the Customer Experience: Listening to, Learning from, and Acting on the Voice of the Customer
To ensure a positive customer experience, companies must first learn what their customer values, and then determine how they are measuring up to those values

customer all items  development of a successful customer experience. Companies of all sizes can seize this opportunity, just as Benjamin Studios did, if they remember these points when involving customers in the design of the experience. First, ask and you shall receive. You will be surprised at how much insight current and prospective customers are willing to give you if they believe it will benefit them. Your job is to convince them that it will, and then deliver on that promise. Secondly, have the guts to follow your cu Read More...
Customer Relationship Management (CRM)
Customer relationship management (CRM) focuses on the retention of customers by collecting all data from every interaction, every customer makes with a company from all access points whether they a...
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Documents related to » customer all items


SAP’s SME Product Marketing Team Tells All (or Most of it, at least)
The recently held SAPPHIRE NOW 2011 event in Orlando, Florida had many newsworthy items with regards to SAP’s solutions for small and medium enterprises

customer all items  pricing to the entire customer base. Thus, RDS solutions enable our customers to start off quick and in a scoped manner and grow as their needs grow. All while knowing that there is a clear roadmap that is available to them. Dear readers, what are your views, comments, opinions, etc. about SAP’s SME offerings and the vendor’s stated figures and milestones above? If you are a reseller of these programs or a recipient, I would appreciate you sharing your experiences with both the offering and the provid Read More...
IT Trends Lead SAP to More Precise Customer Experience Offering
Many enterprise software events that I have recently attended have discussed the intersection of the following forces and IT trends: cloud computing, the

customer all items  fan from an impressed customer by connecting all of the aspects of the person. It is very likely that consumers are already leveraging the aforementioned IT trends to conduct their own due diligence and research on brands and retailers. Digital marketing, if properly done, can turn a business into an efficient social network, while turning customer management into fan management. What is SAP doing in that regard? At the recently held SAP Retail Forum North America, SAP announced the availability of the SA Read More...
SAP Customer Success Story: Industrial Machinery and Components
Universal Instruments Corporation, a leading capital equipment manufacturer, needed a flexible business solution to meet the challenges of globalization, and

customer all items  subsystems together to meet customer requirements after an order is placed. “This means that we’re required to take on considerably more risk,” Jacobson says. “But with our SAP implementation in place, we have the visibility and process efficiency to succeed.” “We had depots all over the world with parts just piling up. But now, with our SAP software, we have so much more visibility. If a customer needs a part, we can get it to almost any place on the planet within 24 hours.” Jim Jacobson, D Read More...
St. Marys Paper Ltd.: Customer Profile
St. Marys Paper Ltd. is a pulp and paper mill located in Sault Ste. Marie, Ontario (Canada). In 1989, it implemented a CHAMPS computerized maintenance

customer all items  St. Marys Paper Ltd.: Customer Profile Maintenance System is also known as : Advanced Maintenance Systems , Based Maintenance System , Best System Maintenance , Best System Maintenance Program , Best System Maintenance Software , Collection System Maintenance , Computer System Maintenance Software , Concrete Maintenance Systems , Creative Maintenance Systems , Diversified Maintenance System , Doing System Maintenance , Electronic Maintenance System , Equipment Maintenance System , File Maintenance System Read More...
Customer Profile: Transplace
As a Lean Six Sigma service company, third-party logistics (3PL) provider Transplace emphasizes eliminating waste, simplifying processes, and demonstrating

customer all items  Profile: Transplace As a Lean Six Sigma service company, third-party logistics (3PL) provider Transplace emphasizes eliminating waste, simplifying processes, and demonstrating continuous improvement. Those values were on display when the company replaced a host of manual document management processes with a modern workflow solution. Learn how that new solution helped Transplace streamline operations and better serve customers. Read More...
A Product Note: Attensity and the Voice of the Customer
Attensity has found a way to truly capture the voice of the customer with its new breed of customer experience management (CEM) solutions. TEC analyst Jorge

customer all items  The Voice of the Customer Command Center allows both users with customer-facing responsibilities as well as decision makers and analysts to track, analyze, and take action using a single and seamless application, thus enabling all parties to work on a common environment with collaboration features. The Command Center is akin to a network operation center, in that it tracks multi-channel information from a central, multi-screen hub and then dispatches messages to local centers, whose representatives then Read More...
Laying the Foundation for Customer Data Integration
For increased revenues and improved profitability, customer data integration (CDI) should be a vital part of your business processes. CDI, unlike customer

customer all items  the Foundation for Customer Data Integration For increased revenues and improved profitability, customer data integration (CDI) should be a vital part of your business processes. CDI, unlike customer relationship management (CRM), can deliver a valuable single view of a customer, without necessitating yet another complex system needing vast technical and organizational effort. Learn about CDI’s core capabilities, and which style of CDI is your best match. Read More...
Implementing Customer, Product, and Channel Profitability Analytics
To be reliable, cost and profitability analysis must be underpinned with an activity-driven view of how an organization’s products, customers, and channels

customer all items  Customer, Product, and Channel Profitability Analytics To be reliable, cost and profitability analysis must be underpinned with an activity-driven view of how an organization’s products, customers, and channels consume resources and incur costs. However, activity-based costing (ABC) contributes to more reliable customer, product, and channel profitability analysis. In fact, without this foundation, such analyses are critically flawed, and can result in inappropriate decisions and choices. BEG Read More...
Customer Profile: Multi-Chem
Oilfield production chemicals company Multi-Chem needed a new workflow solution to help manage key documents and processes. The solution needed to reflect the

customer all items  Profile: Multi-Chem Oilfield production chemicals company Multi-Chem needed a new workflow solution to help manage key documents and processes. The solution needed to reflect the processes employees were currently using, control the workflow of those processes, and pinpoint the location and status of documents. Find out how the company implemented a solution that helped it move away from hard copy forms and inefficient processes. Read More...
Customer Relationship Management (CRM) RFI/RFP Template
Sales Force Automation, Marketing Automation, Customer Service and Support, Analytics and Reporting, and Technical Functionality

customer all items  Force Automation, Marketing Automation, Customer Service and Support, Analytics and Reporting, and Technical Functionality Read More...
Enhancing the Customer Experience with Loyalty Management: Strengthen the Brand and Improve Customer Retention
Customer churn is very costly—it’s many times more expensive to acquire a new customer than to keep an existing one—so retaining customers by offering a

customer all items  the Customer Experience with Loyalty Management: Strengthen the Brand and Improve Customer Retention Customer churn is very costly—it’s many times more expensive to acquire a new customer than to keep an existing one—so retaining customers by offering a superior experience is a top priority. Also, delivering unique experiences to different customer segments is a valuable strategy. Read about how to increase brand equity and retain customers by offering a better experience. Read More...
Building a Customer-centric Enterprise Knowledge Base for Improved Customer Support
Within an organization, knowledge bases (KBs) of known product issues and their resolutions are typically created and managed by customer support teams. Their

customer all items  obvious relevance (for gathering customer feedback), in order to monitor the accuracy of the information received, an in-house online community may be needed that can compete with existing forums and provide superior answers in a language that is clear and concise. The increasing number of forums, blogs, chats, etc., that can be started by any individual poses a problem for businesses. Monitoring all discussions that occur simultaneously on so many platforms is not an achievable goal. However, designing Read More...
Enhancing the Agility of Customer Information Systems in Utilities
Customer information system (CIS) projects in the utilities industry have earned a reputation for being disruptive to business, very expensive, and always

customer all items  the Agility of Customer Information Systems in Utilities Customer information system (CIS) projects in the utilities industry have earned a reputation for being disruptive to business, very expensive, and always behind schedule. As a mission-critical cash register for utilities, it pays to examine CIS more closely. Learn about the perspectives on strategic CIS assessment frameworks and how a structured solution can help you improve the agility of CIS without a huge investment. Read More...

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