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Salesforce.com Unveils Service Cloud SOS Button for Mobile In-app Support
Salesforce.com recently launched the Salesforce1 Service Cloud SOS feature that aims to revolutionize customer service and support by putting an SOS button

customer service and support  that aims to revolutionize customer service and support by putting an SOS button (similar to the Amazon Kindle Mayday button) directly inside any mobile app. With new live interactive video support and on-screen guided assistance, companies will be able to deliver instant and personalized customer service within any mobile app.   Last year, salesforce.com introduced a series of Service Cloud solutions including mobile communities, mobile chat, and knowledge base. Salesforce1 Service Cloud, 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 service and support


Software as a Service beyond Customer Relationship Management and Sales
Applications are more often outsourced than infrastructure, and this is increasingly done through software as a service (SaaS). Vendors such as WebEx, Webcom

customer service and support  Financial, tax, procurement, and customer service management have also followed suit. Companies are choosing to promote SaaS-based strategic sourcing and procurement applications ahead of well-publicized CRM deployments for a number of reasons, including, globalization, Web-based collaboration, manufacturing outsourcing in far-flung regions, and distributed order management (DOM). Quiet SaaS Leaders Given this focus on information and collaboration, WebEx may very well be a leader in SaaS. Many of us Read More
Comprehensive Operation Support Systems and Customer Care Solution
Persistent delivered web-based sales support and customer service solutions to a broadband data and VOIP provider. We helped our client rapidly build and deploy

customer service and support  web-based sales support and customer service solutions to a broadband data and VOIP provider. We helped our client rapidly build and deploy web front end systems for order entry, self-care, and customer care and also integrated these systems with their fulfillment, inventory, and billing systems using service oriented architecture (SOA). This resulted in improved end customer acquisition and satisfaction and improved time to market and significantly reduced total development costs. Read More
Customer Focused Self-service: Building the Balanced Business Case
Countless customers are engaging in self-service, in the process helping companies save millions by deflecting service interactions to cheaper channels. At many

customer service and support  taking control of their customer service interactions. By 2010, says Gartner, self-service will account for 58% of interactions.ii At the product level, commoditization is taking hold. Looking for new avenues of competitive advantage, companies are enhancing pre and post-sale services to improve the customer experience. More importantly, customers will reward the company able to provide a better service experience. A recent study shows that 99% of U.S. adults said that, if they had a positive customer Read More
Dell Unveils Internet-Enabled Customer Support Strategy
Dell Computer announced its plans to provide Internet-based, automated customer support.

customer service and support  Unveils Internet-Enabled Customer Support Strategy Dell Unveils Internet-Enabled Customer Support Strategy R.A. Krause - September 3rd, 1999 Event Summary On August 25th, Dell Computer Corporation said it will provide, over the Internet, advanced customer support capabilities that will eventually help all Dell systems detect, diagnose and resolve most of their own problems automatically without human interaction. Market Impact Dell is getting in early on the overall electronic support marketplace, Read More
Service Differentiation: Your 3-Step Plan
Your service organization has a unique way to differentiate itself from your competition. This white paper discusses service differentiation: doing more with

customer service and support  Differentiation: Your 3-Step Plan Your service organization has a unique way to differentiate itself from your competition. This white paper discusses service differentiation: doing more with less, providing service more effectively, and focusing on your unique business processes to outperform your competition. Using this information, you can bring about change and continuous improvement, and differentiate your service from your competition. Read more and find out how. Read More
SAP Support - From Reactive to Proactive
I recently attended the SAP Active Global Support (AGS) Analyst Summit in Costa Mesa, California, along with a member of TEC’s software selection services team.

customer service and support  the possibility for predictive customer support that SAP may be able to provide in the future. SAP Support Offerings SAP’s support offerings have grown and evolved over the years along with the company’s product offerings. In the ‘90s, SAP’s R/3 support started out with remote connection and online service support. In the decade that followed SAP introduced Active Global Support, SAP Enterprise Support, and the SAP Solution Manager. As we move beyond 2010, SAP is moving beyond reactive customer Read More
Service Partners
Service Partners is a business consulting company with more than 20 years of experience in enterprise resource planning (ERP), customer relationship management

customer service and support  enterprise resource planning (ERP), customer relationship management (CRM), and supply chain management (SCM) implementation projects. Read More
7 Ways Service Culture Can Drive Revenue
Every field service manager and executive strives for the same goal: delight customers while increasing profits. But achieving this holy grail of field service

customer service and support  the same goal: delight customers while increasing profits. But achieving this holy grail of field service often proves elusive. Why? Because service companies often take a tactical perspective to solving issues while ignoring cultural changes that are equally important. Know 7 ways to build a strong culture in your service business so you can achieve your business goal. Read More
How Web 2.0 Is Transforming CRM: Leveraging Social Media to Improve the Customer Experience
With the rising popularity of Web 2.0 technologies, companies are marketing their products and services to an increasingly savvy customer base. Customers today

customer service and support  Media to Improve the Customer Experience With the rising popularity of Web 2.0 technologies, companies are marketing their products and services to an increasingly savvy customer base. Customers today are taking greater control of their own consumer experiences. Learn how some vendors are leveraging social computing to build our customer relationship management (CRM) communities, and building Web 2.0-based CRM applications that help customers achieve success. Read More
Optimal Service-parts Management
Today’s service-parts organizations, such as those in the aerospace and defense, automotive, agricultural, heavy equipment, and industrial machinery industries,

customer service and support  and profit growth. Increasing customer demands and a dynamic marketplace are forcing these organizations to operate at new levels of flexibility and responsiveness, to address customer requirements and attain targeted profit margins. Read More
Epicor for Service Enterprises
Epicor for Service Enterprises is an intuitive and comprehensive enterprise service automation (ESA) solution. It manages and streamlines virtually every

customer service and support  for Service Enterprises Epicor for Service Enterprises is an intuitive and comprehensive enterprise service automation (ESA) solution. It manages and streamlines virtually every aspect of your service organization—from bid management, engagement delivery, and resource management, to project accounting, portfolio management, and beyond—all within a single solution. Introduced in June 2003, Epicor for Service Enterprises builds on an Epicor investment in professional services automation (PSA) and Read More
Using Service Management Software to Enhance the Customer Experience
These days, high quality is a customer expectation; product features and related service become competitive differentiators. So how can service management

customer service and support  leveraged to drive up customer satisfaction levels, increase sales of service offerings, and thereby drive revenue and margin? Read this whitepaper to learn more, with a special emphasis on some of the new and emerging technologies that best-in-class companies will adopt in the months to come. Read More
Latest Developments for a Vendor-neutral Third Party Support and Maintenance Provider
Rimini Street is not trying to be a software vendor. Rather, the third party support and maintenance provider is a focused system implementation and consulting

customer service and support  and the level of customer satisfaction is higher. To provide a combination of third party S&M with outsourcing, USi ( http://www.usi.com ), an AT&T company and a leading application service provider (ASP), and Rimini Street announced an alliance in December 2006 to provide USi clients with a single-source option for hosted PeopleSoft applications as well as S&M. This new alliance agreement allows Rimini Street support for USi clients to be added by request to USi client service agreements. The offering Read More

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