Customer Service & Support
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Customer Service Tool Kit
Developing Your Cross-Channel, Cross-Lifecycle Customer Service & Self-Service and Support Search Initiatives
by Patricia SeyboldPSG Tool Kits help you identify requirements and make the right decisions. -
Survey: How Companies Apply Software to Improve Customer Service
Companies Want to Deliver an Effective Customer Experience for Customer Self-Service
by Susan AldrichIn March through May of this year, we surveyed 194 business and technology managers to identify the business and technology drivers behind customer service. -
American Customer Satisfaction Suffers Its Biggest Drop in Seven Years
What Are the Implications of the ACSI Decline?
by Brenda MichelsonThe 4Q 2004 American Customer Satisfaction Index suffered its largest drop since 1997. Since customer satisfaction drives consumer spending, almost $50 billion is at stake. Read about the ACSI and learn how to keep your share of the consumer pie. -
Customer Portals: Central to Your Customer Experience Strategy
Customer Portals Support Your Customers throughout Their Lifecycles
by Patricia SeyboldThere are three reasons why customer portals are hot: 1) you save money; 2) you increase customer satisfaction, loyalty, and profitability; and 3) you gain visibility into customers’ account information, their needs, and their preferences. -
ServiceWare Enterprise 5.7
Answer Questions and Solve Problems with Content, Metadata, and Self-Learning Search
by Mitchell KramerServiceWare Enterprise can help your customers understand your products; find answers to questions about your products; and diagnose, report, and fix problems with your products across self-service and assisted-service touchpoints. This report examines S -
E.piphany Advisor
Products That Can Improve Your Customer Experience
by Mitchell KramerEpiphany Advisor is a suite of three products, specialized implementations of those products for retail financial services and communications companies, and tightly packaged integrations of the products with PeopleSoft and Siebel CRM applications. You ca -
Kanisa Application Suite 6.1
Process-Oriented Navigation and Search of Content to Answer Customers’ Questions and Solve their Problems
by Mitchell KramerThe Kanisa Application Suite can help you support activities within the plan, explore, and use phases of the customer lifecycle across the Web and contact center touchpoints. This report evaluates the Kanisa Application Suite against our evaluation frame -
Cross-Channel, Cross-Lifecycle Operational Requirements
What Types of Products Do You Need to Deliver a Comprehensive Customer Experience?
by Mitchell KramerThis report presents the requirements for the operational capabilities of cross-channel, cross-lifecycle customer service products; product types that address those requirements; and examples of those product types. Because no product or product suite ad -
Putting E-Learning in the Context of Customers Scenarios
How Organizing Instructional Content for Just-in-Time Learning Enhances Customer Support
by Geoffrey BockWhether they are customers, business partners, or employees, adult learners in business situations seek solutions to their work-related issues. -
Framework for Evaluating Cross-Channel, Cross-Lifecycle Customer Service Products
How to Evaluate Solutions That Support a Great End-to-End Customer Experience
by Mitchell KramerThis report presents our framework for evaluating cross-channel, cross-lifecycle customer service products. -
May I Help You?
Serve Your Customers across All of Your Channels and All of the Phases of Their Lifecycles
by Mitchell KramerWhen we say customer service, we mean simply delivering a customer experience that helps your customers do business with you. Your customers want that help on every channel through which they interact with you and at every phase of the lifecycle of their -
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. -
Microsoft CRM 1.2
Entry-Level Sales and Customer Service on Assisted Channels
by Mitchell KramerThis report presents our analysis of Microsoft CRM 1.2 against our framework for evaluating cross-channel CRM products and product suites. -
Cross-Channel CRM
A Framework for Evaluating Architecture, Channel Support, and Functionality
by Mitchell KramerThis report describes our framework for evaluating the Architecture, channel support, and functionality of CRM products, critical factors in CRM product selection. -
Customer Data Mining
You Can't Afford Not to Be Mining Your Customer Data
by Mitchell KramerIn customer data mining, the data from which patterns or models are discovered or extracted represent the business that you do with your customers, as well as information about them and the relationships that they have with you. -
Oracle Customer Intelligence
Helping Executives and Managers Understand Customer Relationships
by Mitchell KramerThis report evaluates the Customer Intelligence product modules of Oracle E-Business Intelligence against our evaluation framework for customer relationship analytic applications. -
MicroStrategy Customer Analysis
A Starter Kit for Building Flexible Analytic Applications
by Mitchell KramerThis report evaluates the Customer Analysis module of the MicroStrategy BI Developer Kit against our evaluation framework for customer relationship analytic applications. -
KXEN Analytical Framework 3.0
Data Mining Made Much Easier
by Mitchell KramerThis report evaluates KXEN Analytic Framework 3.0 against our evaluation framework for customer relationship analytic applications. -
Marketswitch TRUE Optimization Suite 4.7
Customer Relationship Analytic Applications that Improve Marketing Effectiveness and Efficiency
by Mitchell KramerThis report evaluates the Marketswitch TRUE Suite against our evaluation framework for customer-centric analytic applications. -
BusinessObjects Customer Intelligence Customer Analytics 6.1
Easy to Use Analytic Applications for Understanding Customer Behavior
by Mitchell KramerThis report evaluates the Customer Analytics module of BusinessObjects Customer Intelligence against our evaluation framework for customer-centric analytic applications.
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