Customer Relationship Management

Vendors in this market have been challenged in their attempts to gain market visibility and awareness for their products and for the benefits they can provide compared with just throwing more hardware at the problem.

Support managers must work to create a richer support experience for the customer, better measure the impact of that encounter, and then feed that information into the rest of organization. If they are successful, the company as a whole will see the value created by the support center and executives will then be able to rely on the support experience as a competitive differentiator.

SME Clear Value Interactive Guided Tour (ITour) explains the value of the SAP SME portfolio through three value scenarios: Insight, Efficiency and Flexibility

Customer satisfaction sets businesses apart - for better or for worse. And because it has become such a major competitive differentiator, you've got to deliver a memorable customer experience every time.

See how plans, financial reports and scorecards can help you manage performance across all data sources.

Sales Force Productivity, Sirius Decisions: This brief video looks at the keys to improving overall customer satisfaction by looking at customer behaviors and the insights they provide.

Customer Satisfaction: Deliver More Revenue, Sirius Decisions: This short video explores the issues and the data required to drive better sales enablement, performance and productivity.

This study highlights best practices from 72 companies to identify how best in class organizations use data to achieve superior performance.

Using the CA Wily Application Performance Management (APM) solution consisting of CA Wily Introscope® and CA Wily Customer Experience Manager™, JN Data better manages Web applications through faster diagnosis of problem root causes in its customers' heterogeneous environments.

Adopting an effective application performance management strategy is a critical step in managing complex Web revenue and generating mission critical applications to deliver a high-quality end-user experience.

This IDG Research Services study demonstrates that CIOs and IT leaders recognize the business impact of application performance. It's all about end-user and customer satisfaction, increasing productivity, and lowering costs.

DMG Consulting LLC identifies five top misperceptions, and dispels them with findings from their recent customer satisfaction study for hosted contact center services.

Read what two industry veterans have to say about the advantages and disadvantages of all-in-one vs. best-of-breed offerings - Don Van Doren, president of Vanguard Communications, and Joe Staples, chief marketing officer for Interactive Intelligence.

To successfully choose and implement an IP system, the best place to start is with a roadmap - current offerings, justification factors, upcoming solutions, and suggested planning guidelines. Without one, your new system might never move forward. Read more.

Follow 10 best practices from industry leader CFI Group, and your surveys will produce the precise feedback data your contact center needs to improve satisfaction drivers and, ultimately, the service experience for every customer.

This document provides a high-level technical description of this platform and illustrates how it can act as the foundation not only for IP communications, but for comprehensive process automation in organizations of all types and sizes.

Read why post-call IVR surveys are an effective low-cost method for measuring your customers' satisfaction, and how 10 best practices based on the American Customer Satisfaction Index™ (ACSI) published annually by the University of Michigan significantly improve the make-up of a survey and the reliability and usability of survey data.

Fixing dysfunctional service-related processes requires addressing four general problem areas first. Read how to identify and fix those areas, and service will consistently exceed customer expectations.

Read how CCM is most valuable when insurers take a holistic approach, which allows them to create enterprise-wide flows of information from all voice and data communications, and generate structured as well as unstructured data via a wide range of channels.

This new smith+co white paper explores the importance of the customer experience and the role of technology in creating, nurturing and strengthening customer relationships with every single interaction.

This new white paper explores the strategic role first-contact resolution plays in support environments, provides best practices for optimising performance and outlines steps for achieving consistent FCR.

Predictive analytics have been used by different industries for years to solve difficult problems that range from detecting credit card fraud to determining patient risk levels for medical conditions. It combines data mining and machine-learning technologies to create statistical models based on historical data. It then uses these models to predict future events. Extracting the power from the data requires powerful algorithms behind predictive analytics.

The recent economic downturn has created some formidable challenges for the retail banking industry. Fraud and identify theft are on the rise, costing banks big money and raising customer concerns about security.

This new white paper examines key challenges facing customer support organizations and explores the many advantages of collaborative remote support, including ad hoc training, faster first-contact resolution and an improved customer experience.

The designation of the H1N1 flu virus as a pandemic by the World Health Organization (WHO) should, once again, prompt organizations to revisit their business continuity planning processes.