customer service

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By: IBM     Published Date: Feb 02, 2016
Read this whitepaper published by Heavy Reading and sponsored by IBM to look at why network service quality matters to customer loyalty and CSP attitudes to improve it and discover how CSPs can correlate customer loyalty indicators like Net Promoter Scores with network and service quality metrics to help drive better business and operational performance
Tags : ibm, telecom, analytics, customer management, customer loyalty, network service, data science
     IBM
By: IBM     Published Date: Jul 26, 2017
With the advent of big data, organizations worldwide are attempting to use data and analytics to solve problems previously out of their reach. Many are applying big data and analytics to create competitive advantage within their markets, often focusing on building a thorough understanding of their customer base. High-priority big data and analytics projects often target customer-centric outcomes such as improving customer loyalty or improving up-selling. In fact, an IBM Institute for Business Value study found that nearly half of all organizations with active big data pilots or implementations identified customer-centric outcomes as a top objective (see Figure 1).1 However, big data and analytics can also help companies understand how changes to products or services will impact customers, as well as address aspects of security and intelligence, risk and financial management, and operational optimization.
Tags : customer analytics, data matching, big data, competitive advantage, customer loyalty
     IBM
By: SAP     Published Date: Nov 22, 2017
The digital transformation (DX) of industries is well under way — a transformation that is enabled by the Internet of Things (IoT). The IoT allows organizations to reinvent existing industry processes, augment how they engage with their customers, and accelerate the speed at which they deliver their products and services. This white paper looks at how these digital strategies facilitated by the IoT are reshaping those industry segments that are both asset rich and focused on services rather than products. The paper then explores IoT scenarios that hold great promise and how companies are approaching investment to optimize business outcomes.
Tags : digital transformation, industries, iot, internet of things, customers, products, services, companies
     SAP
By: Oracle     Published Date: Mar 29, 2017
We staan aan de vooravond van een technologische revolutie waarbij innovaties zoals Artificial Intelligence en Virtual Reality de customer experience zullen hervormen. Merken raken beter ingespeeld op digitale klanten die steeds meer de voorkeur geven aan self-service boven menselijke interactie. Aan de andere kant blijkt ook dat vele merken nog steeds worstelen met een van de meest fundamentele basisvereisten digitale CX: een optimale data-strategie.
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     Oracle
By: Oracle     Published Date: Apr 12, 2017
Brands are defined by the experiences they deliver. Customers are naturally self-interested, and a company’s internal workings and challenges are of little concern to them when assessing its products and services. All that matters is whether a brand is able to meet their needs as and when called upon to do so.
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     Oracle
By: Oracle     Published Date: Jun 19, 2015
Descarga tu copia ahora y recibe consejos sobre cómo hacer que tus clientes vuelvan.
Tags : customer loyalty, achieve customer loyalty, customer service, loyalty, influence consumer behavior, persuade customers
     Oracle
By: Oracle     Published Date: Jun 19, 2015
I responsabili del servizio clienti ricoprono un ruolo fondamentale nella definizione del marchio. Tuttavia, per essere in linea perfetta con il ruolo, queste persone devono essere consapevoli dell'importanza della creatività in ciò che fanno: il servizio clienti richiede progettazione.
Tags : customer loyalty, achieve customer loyalty, customer service, loyalty, influence consumer behavior, persuade customers
     Oracle
By: Oracle     Published Date: Jun 19, 2015
This report will show you smarter ways to persuade your customers to keep spending with you.
Tags : customer loyalty, achieve customer loyalty, customer service, loyalty, influence consumer behavior, persuade customers
     Oracle
By: IBM     Published Date: May 16, 2016
The data-driven organization is the new benchmark for success. Firms that harness data to dictate strategic and tactical decisions companywide make more informed business plans, better optimize operations, improve customer interactions, and provide competitive edge. To achieve these benefits, organizations increasingly see data refinement - transforming raw data from various sources into relevant and actionable information and delivering it through self - service access to any user who needs it - as the path toward success by helping break though immature processes and legacy systems. However, data refinement only functions as well as the strategies and approaches behind it. Organizations that do not understand the right way to embrace refinement will fail to catch up to competitors that have mastered the correct approach.
Tags : ibm, forrester, data-driven organization, data, analytics, analytic architecture
     IBM
By: Schneider Electric     Published Date: Jan 26, 2018
Part 2 in our Partnering with Certainty Webinar Series, "Customer Demands at the Edge." In our last webinar, we discussed how trends & technologies like IoT and its many applications have helped drive an Always On, Always Connected mentality that has completely evolved customer experience standards. These demands are driving a need for resiliency in local edge environments, meaning compute & storage capacity is now coming back on premise for many applications – especially in industries like Healthcare, Retail, Finance, and Education. In other words, this highly distributed access layer is now becoming a compute layer – one that is mission-critical to delivering a flawless (or at least acceptable) customer experience. These environments are often make-shift wiring closets (janitor’s closets, back rooms, etc.) with no dedicated IT staff per each location. More than ever before, Healthcare, Retail, Finance, and Education customers are turning to solution providers to be that “dedicated IT staff” to find and fix problems before they start, so that the customer (or patient, or student) experience they’re working to provide remains a good one. APC by Schneider Electric has: Connected Products making it easy to remotely monitor your customers’ environments Including our NEW Smart-UPS with APC SmartConnect – the industry’s first cloud-connected UPS! A Managed Service Program to help you develop & monetize power as a managed service Fill out your information and click "Register" to watch part 2 of our Partnering with Certainty Webinar Series, “Customer Demands at the Edge: Fix My Problem Before it Starts.” This webinar originally aired on October 19th, 2017.
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     Schneider Electric
By: Bazaarvoice     Published Date: Oct 15, 2012
Charles Schwab understands that customers make their best marketers - the financial service firm acquires 40% of its new business through customer referrals. Charles Schwab shares best practices that can guide organizations to invest in social.
Tags : forrester, customer acquisition, reviews, social, opinions, transparency
     Bazaarvoice
By: Esker     Published Date: Jun 29, 2016
Approximately 79% of customers seeking customer service and support wish it were easier and more convenient to obtain.* Read the new Customer Service Workbook to discover industry tips and best practices for bringing efficiency and profitability to order management while freeing up your CSRs to: • Process orders quicker with fewer errors • Carry out customer engagement strategies • Manage order volumes at current staffing levels • Increase customer loyalty
Tags : customer service, best practices, efficiency, profit, business management
     Esker
By: Esker     Published Date: Dec 19, 2016
There is a noticeable shift occurring in the world of order management. Traditionally, projects related to order-taking were spearheaded by the customer service department. Not anymore. The pressures of today’s global economy have forced supply chain functions to play a more direct and strategic role in reducing costs, improving the customer experience, and driving added value throughout the organization. Naturally, supply chain leaders now have a significantly higher rate of interest and involvement in order management initiatives. Supply chain leaders work in a competitive environment, and in order to get ahead of the competition, they are increasingly turning to order processing automation solutions. Find out the four key reasons automation is emerging in the supply chain. Download now!
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     Esker
By: Esker     Published Date: Dec 19, 2016
Electronic Data Interchange, commonly referred to as EDI, is a process that allows data to be exchanged between businesses in a standard electronic format. Sales order processing is an area of business where EDI is used extensively. However, up to one-third of EDI orders can contain exceptions — this is where problems surface. Traditional handling methods cause a host of challenges for customer service professionals and the business as a whole. This eBook aims to expose these issues, while showing how order processing automation can work with existing EDI environments to streamline exception handling and fix any potential problems before they mess up your ERP system and bottom line. Learn more about EDI Exceptions, download now!
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     Esker
By: Workday     Published Date: Mar 02, 2018
Today’s professional services firms operate in a highly competitive environment where gaining new business, delivering profitable customer engagements, and hiring the best talent are continual challenges. Because professional services firms are uniquely people-driven organizations, it’s critical you have a solid strategy to find, develop, resource, and retain workers, since they directly impact company revenue and contribute the most to cost.
Tags : competitive environment, customer engagements, hiring, company revenue
     Workday
By: Salesforce.com     Published Date: Mar 22, 2013
Login and get a quick snapshot of the state of your business.
Tags : salesforce, crm, salesforce app, customer service, cloud, salesforce cloud
     Salesforce.com
By: Salesforce.com     Published Date: Sep 20, 2013
In 2013 Salesforce.com partnered with Fifth Quadrant to conduct quantitative and qualitative research into the customer service space in Australia and New Zealand. The research was designed to specifically examine new channels for service delivery such as Mobile Devices, Social Media to name a few and the maturity level of Australian organisations in regards to Customer Experience Strategy.
Tags : salesforce, crm, crm solutions, research, best practices, ces, technology
     Salesforce.com
By: Salesforce.com     Published Date: Oct 28, 2013
Just 7% of consumers say that customer service experiences they have with companies typically exceed their expectations. Now think about how you could succeed and profit as a business if you not only continually offered good service to your customers, but also frequently offered more than what they expected. Discover: The secrets to lining up your customer service with your brand. The best way to train employees. How to make employees feel good about giving great service. The significance of monitoring customer interactions. Which customer metrics you should pay attention to. The cheapest way to earn new customers. Download this ebook to learn what you need to do to give customers what they want and earn a customer for life!
Tags : customer service, best practices, 6 secrets, managing expectations, employee training, metrics, customer interactions
     Salesforce.com
By: Salesforce.com     Published Date: Oct 28, 2013
The ability to deliver exceptional customer experiences is proving to be a business differentiator – in fact, organizations that have a more mature customer experience strategy report between 10-20% greater impact on revenue generation outcomes than less mature businesses. This white paper reveals how your organization can better respond to changing consumer behaviors, needs, and expectations regarding customer experience and touch points.
Tags : custom service, contact center, supporting technology, customer service trends, best practices
     Salesforce.com
By: Keynote     Published Date: Apr 23, 2014
In the world of digital interactions, the margin between success and disengagement or abandonment is measured in milliseconds. With the exploding adoption of advanced smartphones and tablets, you need a mobile-first approach to engaging with customers and employees. And as your mobile initiatives are delivered at increasingly rapid rates, the quality and reliability of the mobile apps, mobile web and connected services that support them has become critically important. For the technology teams delivering customer and employee services in the mobile channel, it is important to understand that performance monitoring solutions which work for the desktop cannot be simply applied to mobile. Managing the mobile end user experience requires an understanding of the challenges posed by the complexities of the mobile environment. This paper will reveal the 4 pillars of mobile performance, plus offer strategies for accurately monitoring mobile end user experience so you can continuously improve.
Tags : mobile application monitoring, mobile application monitoring system, mobile app performance, mobile application performance, app monitoring, monitor mobile applications, web performance monitoring tools, performance monitoring
     Keynote
By: ServiceNow     Published Date: Nov 22, 2013
This document discusses how self-service cloud provisioning can serve as a pragmatic customer-centric approach for managing the proliferation of public and private clouds. It discusses customer expectations, critical success factors, and key metrics required for a successful implementation of such an offering.
Tags : servicenow, enterprise it, cloud computing, cloud provisioning, customer-centric cloud, it operations and governance, virtual resources, service catalog
     ServiceNow
By: ServiceNow     Published Date: Nov 22, 2013
An effective service catalog enables IT to deliver business services that are more customer and service focused, which results in higher customer satisfaction, provides standardization and consistency and increases IT visibility across the organization.
Tags : servicenow, enterprise it, boost visibility, business value, service catalog, service management, infrastructure library, budget effectiveness
     ServiceNow
By: ServiceNow     Published Date: Nov 22, 2013
Three IT transformations can help IT get its own house in order to become the proactive partner of the business. By applying these concepts, IT departments at major enterprises are changing the way they engage with their business peers.
Tags : servicenow, enterprise it, service automation, applications, service consolidation, standardization globalization, consumerized service experience, customer retention
     ServiceNow
By: NetApp     Published Date: Dec 09, 2014
Although the cost of flash storage solutions continues to fall, on a per-gigabyte capacity basis, it is still significantly more expensive to acquire than traditional hard drives. However, when the cost per gigabyte is examined in terms of TCO, and the customer looks past the pure acquisition cost and accounts for “soft factors” such as prolonging the life of a data center, lower operating costs (for example, power and cooling), increased flexibility and scalability, or the service levels that a flash solution enables, flash solution costs become increasingly competitive with spinning media.
Tags : flash storage, netapp, tco, flash storage solutions, soft factors, flash solution
     NetApp
By: AppDynamics     Published Date: Aug 25, 2015
In collaboration with Enterprise Management Associates (EMA), AppDynamics has conducted a survey of application management professionals and managers to determine exactly what IT organizations want and need from APM providers. Here are some key findings from the research: • Only 30% of companies currently have application-specific solutions to monitor apps • 50% or fewer of the tools companies have purchased are actively being used to monitor apps • 27% of application-related problems are detected by monitoring tools • A “unified monitoring platform” is the top choice in a feature of an APM solution Download the full report to review the findings and understand the key challenges and “must haves” associated with APM solutions voiced by IT professionals themselves.
Tags : business technology, digital, customer service, efficiency, operations, infrastructure, business intelligence, business management
     AppDynamics
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