-
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
performance management in customer service:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious...
Published:
2007-12-07
-
Excerpt related to
performance management in customer service:
... costly and can negatively affect the financial performance of the ...
lip service to customer satisfaction and customer relationship management
(CRM). ...
Published:
2010-04-01
-
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
performance management in customer service:
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:
For many reasons, SAS's alliance with Amdocs and partnership with Aprimo might be some of a few vendor partnerships where
customers and the vendors benefit. (...)
Excerpt related to
performance management in customer service:
For many reasons, SAS's alliance with Amdocs and partnership with Aprimo might be some of a few vendor partnerships where
customers and the vendor...
Published:
2005-08-12
-
Abstract:
Users with outdated warehouse management systems (WMS) who want the latest technology available and the next generation of
transportation and logistics software should place RedPrairie on a shortlist of SCE vendors. Blossoming RedPrairie has offered
its prospects a risk/gain-sharing arrangements. In oth (...)
Excerpt related to
performance management in customer service:
Users with outdated warehouse management systems (WMS) who want the latest technology available and the next generation of
transportation and logi...
Published:
2003-01-07
-
Excerpt related to
performance management in customer service:
... Otherwise, management cannot know if the business ... If the reported
performance data is now the new ... traveling and less time actually providing customer
service). ...
Published:
2010-05-06
-
Abstract:
Click Commerce recognizes that the SCM playing field is highly competitive and fragmented. However, it believes it will remain
competitive because its composite applications will create business process solutions that follow the current trend toward
integrated suites of best-of-breed applications. (...)
Excerpt related to
performance management in customer service:
Click Commerce recognizes that the SCM playing field is highly competitive and fragmented. However, it believes it will remain
competitive because...
Published:
2006-05-08
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Abstract:
Software-as-a-service solutions are emerging to address almost every business application need considered "mission critical"
including financials and accounting, asset management, and human capital management applications to supply chain management
and channel management solutions. (...)
Excerpt related to
performance management in customer service:
Software-as-a-service solutions are emerging to address almost every business application need considered "mission critical"
including financials ...
Published:
2007-01-15
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Abstract:
Outmoded measures are being used to develop marketing strategies and allocate resources. Existing go to market models often
fail to consider the customer's total experience, and provides little information for planning. The solution is to reorient
performance metrics to become value-driven. (...)
Excerpt related to
performance management in customer service:
Outmoded measures are being used to develop marketing strategies and allocate resources. Existing go to market models often
fail to consider the c...
Published:
2006-03-20
-
Abstract:
The market for enterprise incentive management (EIM) products is in its early stages and is rapidly evolving. Callidus Software
is the EIM vendor of choice for some of the largest companies in the world. (...)
Excerpt related to
performance management in customer service:
The market for enterprise incentive management (EIM) products is in its early stages and is rapidly evolving. Callidus Software
is the EIM vendor ...
Published:
2006-12-11
-
Excerpt related to
performance management in customer service:
... execution, local market assortments, customer centricity, stores ...
all stores in real-time, management by exception ... and improved key performance
indicators (KPI ...
Published:
2010-08-12
-
Abstract:
The arms race to marshal the most complete corporate performance management platform has intensified among major vendors.
Many have a comprehensive set of business intelligence (BI) functionality. (...)
Excerpt related to
performance management in customer service:
The arms race to marshal the most complete corporate performance management platform has intensified among major vendors.
Many have a comprehensiv...
Published:
2005-07-13
-
Abstract:
Siperian's master data management and customer data integration (CDI) solutions allow organizations to consolidate, manage,
and customize customer-related data. The type of CDI hub implemented depends on the CDI environment's maturity, requirements,
and alignment with an organization's internal processes (...)
Excerpt related to
performance management in customer service:
Siperian's master data management and customer data integration (CDI) solutions allow organizations to consolidate, manage,
and customize customer...
Published:
2007-03-23
-
Abstract:
Kinaxis Inc. is answering the needs of global manufacturers by delivering an on-demand response management service. These
services are designed to help manufacturers drive quick responses to ever-changing global supply chains and fulfillment networks. (...)
Excerpt related to
performance management in customer service:
Kinaxis Inc. is answering the needs of global manufacturers by delivering an on-demand response management service. These
services are designed to...
Published:
2008-03-19
-
Abstract:
Providers of complex products, systems, and services should view quote-to-order (Q2O) systems as enablers that can improve
competitive advantage. At the same time, users should remember that Q2O solutions are not necessarily advantageous for all
manufacturing departments or businesses. (...)
Excerpt related to
performance management in customer service:
Providers of complex products, systems, and services should view quote-to-order (Q2O) systems as enablers that can improve
competitive advantage. ...
Published:
2007-11-26
-
Abstract:
Despite technological advances, users are dissatisfied with customer relationship management (CRM) systems. Ambiguous terms
do not provide the vocabulary for concrete action and measurable expectations. Thus, CRM is perceived to be about intangibles,
and is approached with a let's-hope–for-the-best men (...)
Excerpt related to
performance management in customer service:
Despite technological advances, users are dissatisfied with customer relationship management (CRM) systems. Ambiguous terms
do not provide the voc...
Published:
2008-09-29
-
Abstract:
The potential of enterprise incentive management systems should not be ignored, since this software category promises a fairly
rapid and tangible return on investment, outlines expensive over- and under-payment errors, and reduces administration overhead. (...)
Excerpt related to
performance management in customer service:
... recent Accenture customer relationship management (CRM) research ...
and rewarding people, and from superior customer service. ... being average
to high performance ones ...
Published:
2008-03-24
-
Abstract:
Pure-play enterprise incentive management (EIM) vendors who have focused on providing the capability to manage highly complex
compensation systems will be well positioned to take advantage of the major growth projected in the EIM market. (...)
Excerpt related to
performance management in customer service:
... while concurrently focusing on customer experience and ... analyze
real-time sales performance, and change ... automate many compensation management
processes that ...
Published:
2006-12-01
-
Abstract:
Product Lifecycle Management (PLM) addresses the full lifecycle of a product. The focus of most of the current PLM solutions,
however, does not make the most of the value available from servicing products after they have been sold. Service Lifecycle
Management (SLM) promises valuable business benefits (...)
Excerpt related to
performance management in customer service:
... of servicing products and increased customer satisfaction. ... ERP,
Supply Chain Management, CRM and other enterprise applications to improve business performance.
...
Published:
2003-06-11
-
Abstract:
Deltek uses a wealth of standalone and bundled modules to target various markets, including professional services firms both
domestically and internationally, as well as the full range of federal contractors and project-focused enterprises. (...)
Excerpt related to
performance management in customer service:
Deltek uses a wealth of standalone and bundled modules to target various markets, including professional services firms both
domestically and inte...
Published:
2006-07-13