Customer Satisfaction White Papers

Customer Satisfaction is a business term which is used to capture the idea of measuring how satisfied an enterprise's customers are with the organization's efforts in a marketplace. Every organization has customers of some kind. The organization provides products (goods and/or services) of some kind to its customers through the mechanism of a marketplace. The products the organization provides are subject to competition whether by similar products or by substitution products.
Results 1 - 25 of 396Sort Results By: Published Date | Title | Company Name
By: SAS     Published Date: Mar 14, 2014

Stop to think about how - and how often - your business interacts with customers. Most organizations believe that only a small fraction of data on interactions generated are effectively put to use. Why is that? Check out this whitepaper to see.

Tags : sas, voc, voice of customer, visual text analytics, best practices, customer voice, sound of sentiment, text data
    
By: SAS     Published Date: Mar 14, 2014

Fan loyalty is everything in the sports business. So when Major League Soccer (MLS), the top flight pro soccer league in the US and Canada, wanted to deepen customer engagement, it turned to SAS® Marketing Automation to get a better understanding of its fans.

Tags : sas, customer engagement, data acquisition, monetization, measurement and tracking, mls, major league soccer, database
    
By: LogMeIn     Published Date: Jan 29, 2014

Based on a primary research eort with more than three hundred companies who are active BoldChat customers, this report takes a close look at how live chat is used and measured in support settings.

Tags : logmein, live chat, support, support environments, customer support, customer service, customer engagement, remote support
    
By: LogMeIn     Published Date: Jan 29, 2014

Identify trends is multi-channel service and support with a focus on the increase in live chat and social media.

Tags : logmein, engagement, multi-channel, multi-channel service, customer support, live chat, social media, customer experience
    
By: LogMeIn     Published Date: Jan 29, 2014

This HDI Research Corner report reveals the findings from 264 support organizations that provide technical support for the services or products used by customers. The data was collected via an online survey from August to October 2012.

Tags : logmein, customer satisfaction, support services, service experience, hdi, technical support, customer interaction service, customer service
    
By: LogMeIn     Published Date: Jan 29, 2014

This guide details the factors that impact the purchasing decision of a remote support tool and provides a checklist for use as you work through your remote support solution selection process.

Tags : remote support, solution, complex, communication, sophistication, remote network management, customer interaction service, customer relationship management
    
By: LogMeIn     Published Date: Jan 29, 2014

Communicate the strategic initiatives of the support desk, the business impact of customer satisfaction, and the tools (remote support) that impact customer satisfaction

Tags : logmein, logmein rescue, customer service, customer support, customer satisfaction, remote support, customer interaction service, customer relationship management
    
By: LogMeIn     Published Date: Jan 15, 2014

Today’s consumer is almost ambivalent when it comes to customer service channels; this generation of shoppers simply wants service their way. Take a look at the 2013 survey of internet shoppers.

Tags : logmein, live chat, e-tailing, multichannel communications, live chat best practices, channel usage, channel satisfaction, chat frequency
    
By: Esker     Published Date: Jan 06, 2014

Business performance depends on how well a company manages its internal processes. Companies with effective business process management in place are able to analyze key performance indicators to monitor efficiency of day-to-day activities and employees against operational targets.

Tags : esker, automation, sales order processing, order-to-cash, erp systems, automated sales, streamlining, order processing
    
By: SugarCRM     Published Date: Nov 20, 2013

Organizations are frequently turning to SaaS solutions for their CRM needs. But there are risks when deploying any solution at scale, especially if you select the wrong vendor. Understand how to make the smart choice for your CRM solution in this informative eBook.

Tags : crm best practices, crm software, customer data management, customer experience & engagement, customer relationship management (crm), lead generation, lead management, lead nurturing
    
By: Verint     Published Date: Nov 19, 2013

Companies have a wealth of customer data—but they often have difficulty consolidating and analyzing it to gain strategic advantage. This paper examines how organizations can apply text analytics to analyze information captured in customer interactions, and use it to enhance customer service while gaining a variety of business advantages.

Tags : verint, text analytics, social media, chat interactions, email, text analytics in action, customer communication, contact centers
    
By: Oracle     Published Date: Nov 13, 2013

Today’s consumers expect better service, better products, and better communication with retailers. Without a single view of the customer across all channels – including social media – retailers risk alienating customers and driving them to other brands. To meet these challenges, many retailers are deploying software-as-a-service (SaaS) contact center systems that address these problems and create new opportunities. This eBook follows one shopper’s journey and how the concept of the contact center of the future provides the better overall experience.

Tags : zenithoptimedia, oracle, smarter service, contact center, lowest tco, cloud-based contact center, contact-center solutions, oracle rightnow solutions
    
By: Oracle     Published Date: Nov 13, 2013

Social-enabled contact centers leverage social interactions to build stronger relationships with customers, deliver consistent and relevant brand experiences across touch points, and better engage customers with employees and partners. There are 3 capabilities your company will need to be successful.

Tags : zenithoptimedia, oracle, rightnow cloud service, contact center, valued customers, social-enabled customer service, customer conversations, social media
    
By: Oracle     Published Date: Nov 13, 2013

This Executive Brief explores the role of service and support in creating great customer experiences, the service goals market leaders use related to customer experience, the Oracle approach for empowering new service experiences, and how Oracle’s service solutions can help organizations create and manage their own great customer experiences across all channels, touchpoints, and devices.

Tags : zenithoptimedia, oracle, executive strategy series, customer experience, empowering people, take initiative, power your brand, oracle service solutions
    
By: Oracle     Published Date: Nov 13, 2013

Customers want to solve their issues quickly and easily on the Web. Here we provide 3 recommended capabilities to invest in to transform company knowledge and Web self-service tools so you can achieve higher customer retention and save millions on support costs.

Tags : zenithoptimedia, oracle, web self-service, customer service, customer satisfaction, social support sites, customer needs, personalized web content
    
By: Oracle     Published Date: Nov 13, 2013

In a volatile and hyper-competitive market, delivering exceptional multichannel customer service consistently is essential. But delivering world-class service on tight budgets and to even tighter deadlines is a tough challenge for even the largest organizations. That’s why so many of the world’s most successful organizations choose to deliver customer service in the cloud. This eBook is a short introduction on how IT helps drive value for the business through cloud-based customer service solutions.

Tags : zenithoptimedia, oracle, customer service, the cloud, business benefits, it benefits, rightnow product focus, competitive market
    
By: Oracle     Published Date: Nov 13, 2013

3 best practices for providing ‘a little extra service’ using chat and email management that will save your company money and drives high customer satisfaction at the same time.

Tags : zenithoptimedia, oracle, customer satisfaction, customer interaction, customer service, live chat, email management, personalized web self-service
    
By: Marketo     Published Date: Jul 30, 2013

Marketing Automation is technology that allows you to nurture leads through automated campaigns. Because marketing automation uses email as one of its methods for engaging customers, we are often asked, “What is the difference between Marketing Automation and Email Marketing?” For small businesses, marketing automation is a tool to take your marketing to the next level while saving your organization’s resources in the long run. Marketing automation builds upon your email marketing strategies to produce superior results. In this paper, we’d like to show you what marketing automation can do for you and help you decide if your organization is ready to graduate to a marketing automation solution.

Tags : marketing, marketing automation, email marketing, lead nurturing, small business, smb, crm, application integration
    
By: Aimia     Published Date: Mar 25, 2014

Identify the most important inflection points along your customer journey from curious newcomers to brand loyalists. In this Retail Brief, learn the 10 most important loyalty moments of truth — and offer a few guidelines for getting them right.

Tags : aimia, inflection points, marketing, customer loyalty, customer interaction, loyalty program. post-purchase service, interaction data, purchase cycle
    
By: IBM     Published Date: Feb 27, 2014

If you're looking for ways to expedite time-to-market, ensure business agility, and deliver high-quality smart products while cutting costs, this ebook is for you. This IBM Limited Edition ebook, "Systems Engineering For Dummies," explains what systems engineering is and how it can help you simplify the development of smart, connected products.

Tags : ibm, ibm software, systems engineering, business agility, smart products, cut costs, systems engineering for dummies, revolutionizing requirements
    
By: Badgeville     Published Date: Feb 13, 2014

Game applications in business result in both long and short-term success. Short-term effects will occur quickly, while proper implementation and use of game psychology will enable business leaders to maintain this success in the long-term. Gain valuable insights into both long and short-term gamification success from these industry visionaries, and learn how to harness the power of games to fundamentally change the nature of work.

Tags : gamfiication, gamify, engagement, bunchball, gigya, big door, loyalty, productivity
    
By: IBM     Published Date: Feb 10, 2014

Customer Intimacy has become an essential driver for company success.In this white paper, you’ll learn how customer intimacy can be implemented at your organization in five practical steps.

Tags : ibm, business analytics, customer analytics, crm, customer service, customer intimacy, cem, enterprise feedback management
    
By: IBM     Published Date: Feb 05, 2014

This Analyst Insight will look at how leading organizations are influencing average order value, customer conversion, and customer satisfaction through the integration of site search with precision marketing and product content management. Besides examining the key drivers and pain points organizations are facing in relation to their search strategy, this report will look at the key differentiating strategies, capabilities, and technologies that are driving success in the digital era.

Tags : ibm, aberdeen group, merchandising, ecommerce, content management, marketing, order value, customer conversion
    
By: IBM     Published Date: Feb 04, 2014

Take a look at the Smarter Commerce approach to trade promotion optimization for CPG manufacturers

Tags : ibm, collaboration, competitive edge, trade planning, limited visibility, trade promotion, promotion optimization, pricing pressures
    
By: Oracle     Published Date: Jan 16, 2014

You need an answer fast. You searched online and almost got the answer, but require a little more information without having to call someone. What do you do?

Tags : crm best practices, crm software, customer data management, customer experience & engagement, customer relationship management (crm), lead generation, lead management, lead nurturing
    
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