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Abstract:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition
to improved customer satisfaction rates. (...)
Excerpt related to
resolution management:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution
management) have, despite initi...
Published:
2009-09-04
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Abstract:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible.
Hence the need for knowledge management software, which helps companies segment and then distribute the information their
customers want to know. (...)
Excerpt related to
resolution management:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence
the need for knowle...
Published:
2007-12-12
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Abstract:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing
efforts. (...)
Excerpt related to
resolution management:
The business case for integrating call center service resolution management into customer
relationship management is becoming increasingly obvious...
Published:
2007-12-07
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Abstract:
IT organizations today are faced with the constant pressure of reducing costs at the service desk, while at the same time
ensuring optimal customer service. To accelerate their IT infrastructure library (ITIL) initiatives, many are implementing
service resolution management (SRM) systems. With the additi (...)
Excerpt related to
resolution management:
Optimizing ITIL with SRM Service Resolution Management for the Next-generation Service Desk.
Source: Consona. Document Type: White ...
Published:
2010-03-11
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Abstract:
Mid-sized companies have the agility of small businesses, and are resource-rich enough to handle CRM implementation. However,
without comprehensive planning, attainable objectives, metrics, and check points mid-sized companies will not realize success
and full potential from their CRM system. (...)
Excerpt related to
resolution management:
Mid-sized companies have the agility of small businesses, and are resource-rich enough to handle CRM implementation. However,
without comprehensiv...
Published:
2005-02-14
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Abstract:
This complete rating detail report covers the vendor or provider's responses to TEC's comprehensive research model. The report
answers your concerns about how your chosen vendors will support your requirements. (...)
Excerpt related to
resolution management:
... Resolution Management , Supply Chain Event Management
Software Evaluation Report. Resolution Management The most advanced event management
...
Published:
-
Abstract:
The Supply Chain Event Management (SCEM) RFP Template covers industry-standard functional criteria of Supply Chain Event Management
that can help you easily gather and prioritize your business needs in a simple and categorized excel document. More than a
RFP template, it is a working document that serves (...)
Excerpt related to
resolution management:
... Resolution Management, Supply Chain Event Management
SCEM RFP Template. Resolution Management most advanced event management
solutions ...
Published:
-
Abstract:
For this Showdown, we looked at all three of the main CRM modules: sales force automation, marketing automation, and customer
service and support. To eliminate any chance of bias and to ensure a level playing field, all the criteria that make up these
three modules in our CRM Evaluation Center were given (...)
Excerpt related to
resolution management:
For this Showdown, we looked at all three of the main CRM modules: sales force automation, marketing automation, and customer
service and support....
Published:
2008-09-29
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Abstract:
By harnessing .NET possibly more zealously than its creator Microsoft’s Great Plains and Navision enterprise counterparts,
and while difficult market conditions continue to persist, Epicor might be showing us that ‘a brave heart and wise mind’ can
keep it in the mid-market leadership race amongst a (...)
Excerpt related to
resolution management:
... Geac Computer Corporation Limited (TSE: GAC), one of Epicor's competitors in the ERP space, stays
on top of call management and problem resolution solution for ...
Published:
2002-06-11
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Abstract:
Whether you’re a manufacturer, vendor, or customer service company, the increasing pressure to make sales and decrease service
costs affects you. The key to its success is to look at your customer experiences as repeatable life cycles. Instead of viewing
sales and service as independent challenges—so (...)
Excerpt related to
resolution management:
The Intelligent Customer Experience Life Cycle. Source: Consona. Document Type: White Paper Description: Whether you’re a
manufacturer ...
Published:
2010-03-11
-
Excerpt related to
resolution management:
... The combination of Onyx and KNOVA allowed Consona to combine service resolution management
(SRM, not to be confused with supplier relationship management!) and ...
Published:
2008-04-28
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Abstract:
Product knowledge is now readily available to buyers online, so it’s no surprise that salespeople are seeking new tools and
new skills to close sales. A powerful new set of tools has taken its place in the salesperson’s arsenal: 3-D applications. (...)
Excerpt related to
resolution management:
... pricing issues should be resolved on the fly so that cost can be factored out of the equation; and time-consuming
approvals from management or engineering are ...
Published:
2008-11-28
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Abstract:
Epicor’s ability to enhance its products and its determination on executing product and technology strategies deserves commendation.
Current users are advised to follow Epicor's new product introductions and keep an eye on its future product strategy. The
positive sign is the company’s more manageabl (...)
Excerpt related to
resolution management:
... multiple-platform and strong scalability requirements, or need complex CRM functions such as product
configuration, content management, personalization and ...
Published:
2002-06-12
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Abstract:
The physical, e and wireless world continues to grow! The e channel for shoppers continues to grow, with so many nay-sayers
and doubters. You'd think this issue would die, with more and more shoppers buying from far flung vendors: Boston to the Nanga
Tribes for buying original crafts; Dallas to Huangshan (...)
Excerpt related to
resolution management:
The physical, e and wireless world continues to grow! The e channel for shoppers continues to grow, with so many nay-sayers
and doubters. You'd th...
Published:
2005-03-18
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Abstract:
Many organizations don’t follow formalized processes for technical support evaluation. However, technical support is a vital
component of any enterprise software solution. The fact is, poor technical support can have a severe impact on a solution’s
total cost of ownership. (...)
Excerpt related to
resolution management:
... inefficient technical support. These might include a service management application
(SMA) or a business activity model (BAM). An SMA ...
Published:
2009-09-28
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Abstract:
The new millennium has completely redrawn the IT industry map especially in the enterprise marketing management (EMM) sector.
The number of independent marketing automation vendors has significantly shrunk. Names such as Xchange, MarketFirst, Annuncio,
and Prime Response no longer exist. Amongst the few (...)
Excerpt related to
resolution management:
The new millennium has completely redrawn the IT industry map especially in the enterprise marketing management (EMM) sector.
The number of indepe...
Published:
2004-05-06
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Abstract:
To help fashion players achieve the most out of adopting PLM methodology and systems while respecting the uniqueness of fashion
products and business processes, the article introduces a two-layer model to facilitate the process of selecting a fashion
PLM solution. (...)
Excerpt related to
resolution management:
... The past few years have seen the fashion industry show a significantly increasing passion for product
lifecycle management (PLM) methodology. ...
Published:
2009-10-05
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Abstract:
For Technology vendors, credibility is the ability to sell. Credibility is vital, is hard to build, and easy to lose. Building
credibility doesn't have to be costly. This article touches on the concepts you can employ to build your credibility. These
concepts are the basis for a seminar presented by Th (...)
Excerpt related to
resolution management:
For Technology vendors, credibility is the ability to sell. Credibility is vital, is hard to build, and easy to lose. Building
credibility doesn'...
Published:
2004-04-10
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Abstract:
Microsoft’s ambition will be its greatest challenge, as the company is concurrently experiencing an almost disruptive technology
transition from Windows to .NET, using Internet rather than PCs. Microsoft Business Solutions is now up to its gills with
soul-searching dilemmas, possibly with more issues t (...)
Excerpt related to
resolution management:
Microsoft’s ambition will be its greatest challenge, as the company is concurrently experiencing an almost disruptive technology
transition from W...
Published:
2002-08-16
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Abstract:
Baan and IBM have formed an alliance, IONA is certified for the OpenWorld Network Alliance, and Baan has a program for a
smooth migration path for existing customers. (...)
Excerpt related to
resolution management:
Baan and IBM have formed an alliance, IONA is certified for the OpenWorld Network Alliance, and Baan has a program for a smooth
migration path for...
Published:
2002-02-19