-
Abstract:
Today, financial services firms are increasingly focusing on organic growth—forcing contact centers to drive cross-selling
efforts as well as strengthen customer relationships. But in order to contribute to profitable growth, they must be able to
quickly identify and address customers in a personalized (...)
Excerpt related to
customer contact:
The Profit-minded Contact Center: Building an ROI Case for Customer Interaction Solutions
in Financial Services. Source: Portrait ...
Published:
2010-03-11
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Abstract:
WorkWise's business model is all about 'loving the customer'. A recent visit to their Customer Conference showed us the
business plan in action. Is it time for other companies to consider this model? (...)
Excerpt related to
customer contact:
WorkWise's business model is all about 'loving the customer'. A recent visit to their Customer Conference showed
us the business plan in action. ...
Published:
2003-06-05
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Abstract:
Your customers' perception of your company is formed from the packages that arrive at their receiving dock. What do you think
they perceive? (...)
Excerpt related to
customer contact:
Your customers' perception of your company is formed from the packages that arrive at their receiving dock. What do you
think they perceive?
Published:
2003-10-18
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Abstract:
e-Commerce initiatives that are launched without a clear vision of how customers are engaged and what they experience carry
significant risk of failure. Of equal importance is a clear understanding of the degree to which web-based customer interactions
are integrated across the organization. (...)
Excerpt related to
customer contact:
e-Commerce initiatives that are launched without a clear vision of how customers are engaged and what they experience carry
significant risk of fa...
Published:
2002-04-16
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Abstract:
Welcome to TEC's Vendor Spotlight series. This installment focuses on KANA Software, a company founded in 1996 that has evolved
from e-mail management into service experience management. See how KANA's software and service offerings help more than 600
customers manage the entire customer service lifecycl (...)
Excerpt related to
customer contact:
... how KANA's software and service offerings help more than 600 customers manage the entire customer
service lifecycle, from initial customer contact through to ...
Published:
2011-04-26
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Abstract:
Surado Solutions aims to provide a complete customer relationship management suite. We'll analyze Surado CRM 5.0 from the
perspectives of core functionality, its distinguishing factors, and the challenges users may face when considering the Surado
solution. (...)
Excerpt related to
customer contact:
Surado Solutions aims to provide a complete customer relationship management suite. We'll analyze Surado CRM 5.0 from
the perspectives of core fun...
Published:
2006-08-17
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Abstract:
Customer data integration (CDI) involves consolidation of customer information for a centralized view of the customer experience.
Implementing CDI within a customer relationship management initiative can help provide organizations with a successful framework
to manage data on a continuous basis. (...)
Excerpt related to
customer contact:
Customer data integration (CDI) involves consolidation of customer information for a centralized view of the customer experience.
Implementing CDI...
Published:
2009-09-11
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Abstract:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing
efforts. (...)
Excerpt related to
customer contact:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious...
Published:
2007-12-07
-
Abstract:
CRM. C.R.M. itself is an acronym, standing for Customer Relationship Management. This is part three of a three-part article
to provide explanation and meaning for most of the common CRM phraseology. Here, in alphabetical order, we continue the Lexicon
of CRM (...)
Excerpt related to
customer contact:
CRM. CRM itself is an acronym, standing for Customer Relationship Management. This is part three of a three-part article to
provide explanati...
Published:
2001-11-02
-
Abstract:
Amdocs recently announced a complete revamp of its marketing philosophy and its offering to its customers, which it believes
to be the most important shift since the company's initial public offering in 1998. (...)
Excerpt related to
customer contact:
Amdocs recently announced a complete revamp of its marketing philosophy and its offering to its customers, which it believes
to be the most import...
Published:
2005-08-04
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Abstract:
Find out In the Aberdeen executive survey report, Multi-Channel Service Delivery. (...)
Excerpt related to
customer contact:
... For assistance, please contact customer service. Hours: 8:00 AM to
5:30 PM EST. Phone: +1 514-954-3665, ext.367. Special Offer Files 2011.
Published:
2011-06-13
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Abstract:
Creating specific CRM strategies means developing measurable goals and calculating your ROI to achieve them. These in addition
to a technical framework, sales and marketing strategies, including Internet strategies, and customer satisfaction metrics
will create a smooth running CRM machine in your compan (...)
Excerpt related to
customer contact:
Creating specific CRM strategies means developing measurable goals and calculating your ROI to achieve them. These in addition
to a technical fram...
Published:
2005-02-17
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Abstract:
Customer relationship management (CRM) can be a tool for positive change in businesses' operations. Or CRM can—unintentionally—cause
a host of problems, from lost employee time to lost customer data. But with the right information, implementing CRM allows
evolution without the upset of revolution. (...)
Excerpt related to
customer contact:
Customer relationship management (CRM) can be a tool for positive change in businesses' operations. Or CRM can—unintentionally—cause
a host of pro...
Published:
2007-09-24
-
Abstract:
C.R.M. itself is an acronym, standing for Customer Relationship Management. This is part two of a three-part article to
provide explanation and meaning for most of the common CRM phraseology. Here, in alphabetical order, we continue the Lexicon
of CRM. (...)
Excerpt related to
customer contact:
CRM itself is an acronym, standing for Customer Relationship Management. This is part two of a three-part article to provide
explanation and m...
Published:
2001-10-19
-
Abstract:
Amdocs believes its ICM strategy resonates with its customers, who, facing increased competition and price commoditization,
realize that they need to differentiate customers' experiences from the competition, to enhance customer loyalty and increases
profitability. (...)
Excerpt related to
customer contact:
Amdocs believes its ICM strategy resonates with its customers, who, facing increased competition and price commoditization,
realize that they need...
Published:
2005-08-03
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Abstract:
Six Key Elements to Delivering a Consistent Outstanding Customer Experience in the Contact Centre and Beyond. Read Online
White Paper about Six Key Elements to Delivering a Consistent Outstanding Customer Experience. Customers are the lifeblood
of any business, and receiving quality customer service is a (...)
Excerpt related to
customer contact:
Six Key Elements to Delivering a Consistent Outstanding Customer Experience in the Contact
Centre and Beyond. Read Online White Paper about Six Key...
Published:
2010-03-11
-
Abstract:
Most enterprises fight fires with axes, fire hoses, trucks, and hordes of firemen, but the CDQM approach is a smoke detector.
It’s far less expensive to put a fire out when it’s just smoldering, rather than to extinguish a blazing house fire and then
remodel the entire house. (...)
Excerpt related to
customer contact:
... Huntington's marketing or customer relations departments decided to conduct campaigns
or send follow-up messages to customers, this customer contact data was ...
Published:
2002-10-18
-
Abstract:
Most enterprises fight fires with axes, fire hoses, trucks, and hordes of firemen, but the CDQM approach is a smoke detector.
It’s far less expensive to put a fire out when it’s just smoldering, rather than to extinguish a blazing house fire and then
remodel the entire house. (...)
Excerpt related to
customer contact:
... Huntington's marketing or customer relations departments decided to conduct campaigns
or send follow-up messages to customers, this customer contact data was ...
Published:
2002-10-18
-
Excerpt related to
customer contact:
... This usage pattern demands much more sophistication as it must support customer contact
centers with hundreds or thousands of customer service agents/advisors ...
Published:
2010-05-20
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Abstract:
Transforming an enterprise to a lean supply chain requires both enabling technology and discipline. By following some specific
guidelines to extend lean methodology, you can proceed through your supply chain transformation to become effectively lean. (...)
Excerpt related to
customer contact:
Transforming an enterprise to a lean supply chain requires both enabling technology and discipline. By following some specific
guidelines to exten...
Published:
2005-09-14