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Customer Interaction Services
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ALSO CALLED: CIS and Customer Relations
DEFINITION: Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something. For example, a B2B customer having difficulty placing an order could call a customer
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| 15 Matches |
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Customer Experience Management & Metrics
| sponsored by Wipro Technologies
WHITE PAPER:
This white paper will assist your organization in developing and implementing a methodology for assessing its customer experience state as of today and will provide insight into designing metrics to track the same for the future.
Posted: 13 May 2009 | Published: 12 May 2009
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Proactive Sales Intelligence: The New Requirement for Getting Into the Game
| sponsored by ZoomInfo
WHITE PAPER:
This white paper examines an area that holds real promise for optimizing the performance of almost any sales force-providing salespeople with "proactive" access to sales intelligence. Read on to learn how proactive sales intelligence can benefit your sales force and sales effectiveness almost immediately.
Posted: 07 May 2009 | Published: 07 May 2009
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Turning Customer Interactions into Money: Using Predictive Analytics to Achieve Stellar ROI
| sponsored by SPSS Inc. Worldwide Headquarters
WHITE PAPER:
This whitepaper makes the case for using predictive analytics as a catalyst for a company's growth. It includes best practices from several global companies including: Cablecom, Royal & Sun Alliance, and T. Rowe Price. Ultimately, it is
about maximizing the level of understanding that can be achieved with customer data.
Posted: 07 May 2009 | Published: 31 Dec 2008
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Let Customer Feedback Do the Driving
| sponsored by SPSS Inc. Worldwide Headquarters
WHITE PAPER:
As the second installment in The Customer Innovation Series, this paper describes why and how Enterprise Feedback Management (EFM) is a critical component in solving the problem of enhancing customer-driven innovation.
Posted: 07 May 2009 | Published: 31 May 2007
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The Customer-Driven Innovation Series: The Predictive Enterprise
| sponsored by SPSS Inc. Worldwide Headquarters
WHITE PAPER:
Customer data mining and predictive analytics helps achieve customer innovation, strengthen brand and lift sales. Gain further customer insight with four attributes of a predictive enterprise so you can start putting customer innovation to work.
Posted: 05 May 2009 | Published: 01 Dec 2007
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SPSS Text Analysis for Surveys 3.0: Get the Most Out of Open-Ended Text Responses
| sponsored by SPSS Inc. Worldwide Headquarters
WEBCAST:
Maximize survey research value with open text responses. If you've limited your surveys to close-ended questions due to the time and expense of reading and manually coding text responses, this session can be your organization's first step toward maximizing the value of your survey data.
Posted: 04 May 2009 | Premiered: Available On Demand
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Effective Strategies for Capturing the Voice of the Customer
| sponsored by SPSS Inc. Worldwide Headquarters
WEBCAST:
This free webcast will show you how to use the data you are already capturing through your feedback programs, as well as data generated through online conversations, to help you gain more value from every customer interaction.
Posted: 04 May 2009 | Premiered: Available On Demand
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Enhancing the Customer Experience with Loyalty Management: Strengthen the Brand and Improve Customer Retention
| sponsored by SAP America Inc
WHITE PAPER:
By implementing loyalty programs that are integrated across sales, service, and marketing - across all channels of interaction - a firm can greatly enhance
the customer experience, increase customer retention, and foster development
of a community of people who serve as advocates for the business.
Posted: 27 Apr 2009 | Published: 27 Apr 2009
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Enhancing Interaction Center ROI in Turbulent Economic Times
| sponsored by SAP America Inc
WHITE PAPER:
Interaction center managers, along with their counterparts in sales, marketing, and service, are being asked to deliver greater value on shoestring budgets. While the conventional reaction in tough economic times is to simply cut costs and services, the nature of the current downturn indicates that austerity measures of the past won't work today.
Posted: 27 Apr 2009 | Published: 27 Apr 2009
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The Next Generation of CRM -- Engaging with the Empowered Customer in Turbulent Times
| sponsored by SAP America Inc
IT BRIEFING:
This IT Briefing will address the future state and shape of CRM, the transformational trends that are impacting companies, the CRM framework for success and competitive differentiation, and SAP's holistic approach in this CRM framework.
Posted: 17 Apr 2009 | Published: 17 Apr 2009
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CRM Suite Software Product Directory 2009 Edition
| sponsored by SearchCRM
PRODUCT OVERVIEW:
Inside this CRM Suite Software Product Directory, you'll find basic information about the major vendors in the CRM suite market and the products they sell. Each listing is accompanied by a short description and a summary including limited information about functionality and product use.
Posted: 15 Apr 2009 | Published: 13 Apr 2009
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The Next Generation of CRM - Engaging with the Empowered Customer in Turbulent Times
| sponsored by SAP America Inc
PODCAST:
In this Podcast, Dr. Volker Hildebrand, VP CRM Product Management, SAP, will discuss these significant trends and outline SAP's approach to a new generation of CRM that will help companies not only survive the current economy but emerge as a leader in the long run.
Posted: 14 Apr 2009 | Premiered: 14 Apr 2009
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Building Customer Connections: Increase customer loyalty by simplifying how people work together to deliver business value
| sponsored by Microsoft
WHITE PAPER:
This white paper outlines some of today's challenges and trends as companies work to create the optimal customer experience and achieve anticipated value from their customer relationship management (CRM) investments.
Posted: 02 Apr 2009 | Published: 01 Mar 2007
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Advanced Customer Services for Oracle CRM On Demand
| sponsored by Oracle Corporation
DATA SHEET:
Oracle Advanced Customer Services provides collaborative, highly personalized services for ongoing operational improvement and helps you maximize the return on your Oracle investment. If CRM On Demand is your CRM solution, Oracle Advanced Customer Services offers select services to support and enhance your solution.
Posted: 26 Mar 2009 | Published: 26 Mar 2009
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Hard Hat Area: Myths and Pitfalls of Data Mining
| sponsored by SPSS Inc. Worldwide Headquarters
WHITE PAPER:
The intrepid data miner runs many risks, including being buried under mountains of data or disappearing along with the "mysterious disappearing terabyte." Myths and misconceptions create their own risks and need to be debunked. This article outlines some risks, debunks some myths, and provides some protective "hard hats" for data miners.
Posted: 20 Feb 2009 | Published: 20 Feb 2009
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CUSTOMER INTERACTION SERVICES DEFINITION (continued): … Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something. For example, a B2B customer having difficulty placing an order could call a customer service representative who could then show the customer how to use the ordering pages as though the customer were using their own mouse and keyboard. Collaborative browsing can include e-mail, fax, regular telephone, and Internet phone contact as part of an interaction. Effectively, collaborative browsing allows a company and a customer to "be on the same page." Customer Interaction Services definition sponsored by SearchCRM.com, powered by WhatIs.com an online computer dictionary
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