Customer Service & Support
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Federated Customer Information
A Practical Approach to Breaking through Customer Information Silos
by Mitchell KramerCustomer information is the key to delivering a cross-channel, cross-lifecycle customer experience that makes it easy for your customers to do business with you. In this report, we describe a best practices approach for harnessing customer information. -
Are You Handling Content Management as a Customer-Critical Issue?
Shoddy Content Management Will Adversely Impact the Value of Your Company
by Patricia SeyboldContent management issues are costing your company big bucks when measured in terms of customer lifetime value. What should you do about it? -
Concerns of Customers.com Visionaries in Q2 2005
Issues, Initiatives, and Requirements from Customer-Centric Executives in Q2 2005
by Patricia SeyboldOur hand-picked group of visionaries are committed to making it easy for their customers to do business with them. Here are the top-of-mind issues facing customer-centric visionary leaders in the first half of 2005. -
Integration Scenarios and the Networked Integration Environment
Pillars of Your IT Integration Strategy for Customer Experience
by Brenda MichelsonIn this report, we delve into the networked integration environment, its major layers and services, and its supporting environments, framed by the business drivers—customer experience scenarios that depend on integration. -
Integration and Customer Experience
Creating an IT Integration Strategy to Deliver an Integrated Customer Experience
by Brenda MichelsonIn this report, we discuss the importance of integration to customer experience and share our perspective on how to develop an IT integration strategy to deliver on your customer’s expectations. -
Designing a Fluid Enterprise Using an Adaptive, Customer-Centric IT Architecture
Creating a Blended IT Architectural Portfolio to Support Your Customer-Centric Business
by Brenda MichelsonThis report demonstrates our architecture blending process on four of the new architecture strategies in order to achieve enterprise fluidity for our fictional customer-adaptive business, Digits Undercover. -
Where Does Support Fit in Your Customers’ Lifecycles? Everywhere!
Support Isn't a Stage in the Customer Lifecycle; It's the Engine That Drives it!
by Patricia SeyboldCustomers need to be supported throughout their entire lifecycle, not just during the post-sales stage. Customer support should be the engine that drives your business process improvements. -
HP Provides Cross-Channel Inventory Visibility
Responding to the Moment of Truth: 'Where Is This Product in Stock?'
by Patricia SeyboldOne of customers' "moments of truth" in deciding which product to buy is knowing where the product is in stock and how soon they can receive it. Hewlett-Packard's Internet marketing group has partnered with Channel Intelligence to provide near-real-time -
Delivering Content in Context at National Semiconductor
Organizing and Visualizing Content for Reference Hardware Designs
by Geoffrey BockNational Semiconductor is in the midst of deploying a set of System Solutions, reference hardware designs that describe how to incorporate various analog devices to engineer different electronic products. -
The Top 10 Reasons that CRM Projects Fail
and Our Prescription for Ensuring that Your CRM Project Won’t
by Mitchell KramerWe’ve heard over and over again that 80 percent of CRM projects fail. We’re not sure that this is the right number, but there’s been a lot of commonality in the reasons for this failure. So much so that we offer in this report the top 10 reasons for thos -
How to Approach Multi-Channel CRM
Walk In Your Customers' Shoes and Identify the Services that Customers' Need across Channels
by Mitchell KramerYour customers demand a seamless experience when they do business with you—seamless across multiple channels. We call this multi-channel CRM. We created the Multi-Channel CRM Workshop to help you design this CRM approach. -
Supporting the Partner Channel
Education and Services Can Help Partners Truly Add Value, Keeping Them and Customers Satisfied
by Patricia SeyboldA well-educated and well-supported partner will help you make more sales. -
American Express Comes Through for a Member in Need
Solving a Problem Leads to an Easy Up-Sell
by Ronni MarshakWhen a customer is in crisis, solving the problem on the spot makes the sale! -
What Customer-Centric Executives Need to Know about Portals:
A Customer-Driven Approach
by David MarshakCustomer-centric executives should adopt portals as the latest tool in their arsenal for managing the customer experience. -
Challenges in Supporting Customer Scenarios® Across Multiple Touchpoints
Following Up on Fleet’s Focus on Customer Service: Personnel Doing a Fine Job, but Voice Response System in Desperate Need of Enhancement
by Ronni MarshakFleetBoston has real problems with cross-touchpoint consistency in customer service. -
Common Pitfalls to Avoid in CRM
Think Customer-Managed Relationships (CMR) First and You’ll be On the Right Track
by Patricia SeyboldMany CRM initiatives aren't gaining traction because they've been implemented poorly. We've found eight common problems that keep CRM efforts from taking off. -
BPR for CRM?
Whose Business Processes Are You Redesigning? Make Sure It’s the Ones that Customers Care About!
by Patricia SeyboldBest practices in CRM are an alluring goal, but make sure you start with processes that the customers care about. -
Why IT Architecture Is Important in the Selection of a CRM Solution
Customers’ Changing Needs Dictate a Flexible, Adaptive, and Customer-Friendly CRM Infrastructure
by Patricia SeyboldArchitecture has become a key consideration when evaluating CRM offerings. Often, IT architects are the key influencers in the decision-making process. -
The Future of Contact Centers
Rather than Going Away, They Will Be a Point of Consolidated Information and Functionality
by Ronni MarshakContact center solutions today provide a key set of capabilities which will, in the future, need to be enhanced to meet customer needs. -
The Five Waves of CRM
How CRM Functionality and Architecture Have Evolved
by Patricia SeyboldCRM has been a moving target, moving through five distinct waves of demands and technology solutions.
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