Customer Service White Papers

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Dec 3, 2009

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Customer Service
ALSO CALLED: IT Customer Support, Customer Support DEFINITION: Customer service and support (CSS) is the part of a company's customer relationship management (CRM) department that interacts with a customer for their immediate benefit, including components such as the contact center, the help desk, and the call management system.According to Lithium Technologies (a CSS product vendor), corporate costs for CSS interactions are expected to reach $100 billion in 2004. … Definition continues below.
Customer Service White Papers (View All Report Types)
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The Top Three Myths of Knowledge Management for Customer Service sponsored by IntelliResponse WHITE PAPER: Read this knowledge series paper for the top three myths of knowledge management as they relate to customer service. Posted: 02 Dec 2009 \| Published: 02 Dec 2009 TOPICS: Content Management \| Content Management Systems \| CRM \| CRM Best Practices \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Enterprise Content Management

Web Self-Service: The Cornerstone of Multi-Channel Customer Experience Management sponsored by IntelliResponse WHITE PAPER: In today’s highly competitive economic climate, there is no margin for error when it comes to attracting and retaining customers. Businesses must now offer more channels of communication, more customer options, and faster responses than ever before. Posted: 02 Dec 2009 \| Published: 02 Dec 2009 TOPICS: Customer Data Management \| Customer Data Management Software \| Customer Interaction Services \| Customer Loyalty \| Customer Privacy \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Customer Support Software

The Seven Major Obstacles on the Road to Managed Services sponsored by N-able Technologies WHITE PAPER: Virtually every IT services business is in the evaluation, planning or implementation phase of a managed services program, and yet very few manage to deliver true high-value services to their customers. This whitepaper discusses the major obstacles to becoming an MSP and how to overcome them so that your organization can enjoy the business benefits Posted: 01 Dec 2009 \| Published: 01 Dec 2009 TOPICS: Customer Service \| Management Service Providers \| Network Management \| Network Monitoring \| Service Level Management \| SMBs \| Systems Management

CRM Whitepaper: Using Business Rules to Increase Opportunities for Upsell, Cross-Sell and Customer Satisfaction sponsored by IBM WHITE PAPER: This white paper discusses one of the most effective ways to extend CRM functionality to competitively enhance your customers' experiences. Posted: 30 Nov 2009 \| Published: 30 Nov 2009 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Increasing Competitiveness and Reducing Costs in Today's Economy sponsored by Microsoft Corporation India Pvt Ltd WHITE PAPER: This paper outlines the Microsoft Business Productivity Online Suite, illustrates its relevance to small and midsized business customers, and provides the resources to help you evaluate how your business might benefit from the service. Posted: 24 Nov 2009 \| Published: 24 Nov 2009 TOPICS: CIOs \| Collaboration \| Collaborative Applications Software \| Communications Software \| Customer Data Management \| Customer Service \| IT Management \| IT Managers \| IT Spending \| Productivity \| ROI \| Small Businesses \| SMBs

A Guide to the Value of Reliable Data in Manufacturing sponsored by DataFlux Corporation WHITE PAPER: This paper examines the impact of unreliable data on manufacturing companies. It then defines the requirements needed to guarantee data reliability in manufacturing and offers a practical approach to creating and governing that data. Posted: 04 Nov 2009 \| Published: 04 Nov 2009 TOPICS: Compliance Best Practices \| Customer Service \| Data Quality \| Governance, Risk, Compliance (GRC) \| Manufacturing \| Manufacturing Industry Organizations \| Metadata Standards \| Risk Assessment \| Risk Management

A Better Bottom Line - Implementing Efficient Business Solutions sponsored by SAP AG WHITE PAPER: Efficient operations help you better control costs and enable you to offer more competitive pricing and terms to your customers. SAP Business One, a single, affordable application designed for small businesses, lets you streamline operations, access accurate information quickly, and get a 360-degree view of key business areas. Posted: 30 Oct 2009 \| Published: 30 Oct 2009 TOPICS: Business Management \| Customer Service \| Enterprise Applications Software \| Productivity \| SAP (Product) \| Small Businesses \| SMBs

How Technology Can Help You Expand Your Business sponsored by SAP AG WHITE PAPER: Your company's growing fast. Your days are consumed with the flurry of activities it takes to manage that expansion. With the right business management software, you can integrate your business, improve customer service, make more informed business decisions, and move into online sales. Posted: 30 Oct 2009 \| Published: 30 Oct 2009 TOPICS: Business Management \| CIOs \| Customer Service \| Data Management \| SAP (Product) \| Small Businesses \| SMBs \| Software

How to Maximize Revenue by Sending Targeted Promotions to Customers sponsored by Infor CRM WHITE PAPER: This paper discusses the key obstacles that stand in the way of marketers garnering good insights into retention rates and customer profitability and presents a solution on how to overcome these obstacles. You'll also learn how to increase customer loyalty and retention while increasing revenue. Posted: 23 Oct 2009 \| Published: 23 Oct 2009 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Market Trends \| Marketing

Focusing on High-Tech Manufacturers sponsored by Infor CRM WHITE PAPER: This paper explores the idea that to effectively compete today and into the next generation, high-tech manufacturers must rethink their customer relationship management (CRM) strategies. Read on to learn the three strategies high-tech manufacturers must do if they want to be profitable tomorrow and in the years to come. Posted: 23 Oct 2009 \| Published: 23 Oct 2009 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Manufacturing \| Manufacturing Industry

Next Generation Customer Focus: Strategies and Business Activities Necessary for World-Class Performance and Success sponsored by Infor CRM WHITE PAPER: This paper focuses on consumer products manufacturers and the strategy of customer-focused innovation, exploring NGM study questions and examines business areas where customer-focused innovation has potential to influence performance outcomes. Read on to learn how ways to effectively identify and satisfy customer demand. Posted: 23 Oct 2009 \| Published: 23 Oct 2009 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Manufacturing \| Manufacturing Industry

Focusing on Food & Beverage Manufacturers: Three Strategies for Profitability Tomorrow and in Years to Come sponsored by Infor CRM WHITE PAPER: This paper explores the idea that to effectively compete today and into the next generation, F&B manufacturers must rethink their customer relationship management (CRM) strategies. Read on to learn the three strategies F&B manufacturers must do if they want to be profitable tomorrow and in the years to come. Posted: 22 Oct 2009 \| Published: 22 Oct 2009 TOPICS: Business Performance Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Manufacturing \| Product Management

Cashing in on Customer Intelligence in the Financial Services Industry sponsored by Infor CRM WHITE PAPER: In this 1to1 Executive Dialogue, Don Peppers and Steve Muran talk about the importance of customer retention, the need to integrate disparate sources of data, and the opportunity for financial institutions to rebuild customer trust as a means to competitive advantage. Posted: 22 Oct 2009 \| Published: 22 Oct 2009 TOPICS: Business Intelligence \| Business Intelligence Software \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Financial Industry Organizations

Optimize Customer Experience to Achieve Competitive Advantage sponsored by Wipro Technologies WHITE PAPER: Outsourcing Center and Wipro performed a survey that aimed to gauge how banking institutions are doing with their customer experience initiatives. While not a complete picture of how these financial institutions are progressing with their customer experience efforts, survey results point to some general trends and beliefs in this important area. Posted: 21 Oct 2009 \| Published: 21 Oct 2009 TOPICS: Banking Industry \| CRM \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Surveys

Circumstances and Customers Have Changed: Has Your Loyalty Program Kept Pace? sponsored by Oracle Corporation WHITE PAPER: According to the 2009 COLLOQUY Loyalty Marketing Census, while the average household is enrolled in 14.1 loyalty programs, they're only active in 6.2 programs. In fact, poorly implemented loyalty strategies can actually diminish customer loyalty. So what do you do? Find out in this new complimentary white paper by Peppers & Rogers Group and Oracle. Posted: 02 Oct 2009 \| Published: 02 Oct 2009 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Profiles \| Customer Satisfaction \| Customer Service

ERP in SMB: Exploring Growth Strategies sponsored by SAP WHITE PAPER: This report is a road map for SMBs seeking to meet the corporate goals of growth strategies and customer service through Best-in-Class ERP implementation. Posted: 28 Sep 2009 \| Published: 28 Sep 2009 TOPICS: Business Intelligence \| Business Management \| Business Process Management \| Customer Service \| Customer Service Best Practices \| ERP \| ERP Software \| SMBs

Business Success in a Dark Market: An Inside Look at How the Fraud Underground Operates sponsored by RSA, The Security Division of EMC WHITE PAPER: The fraud underground is a sophisticated criminal enterprise that operates much like a real-world business. This white paper examines how the fraudster underground operates, the intricate supply chain that supports it, and how it continues to evolve. Posted: 25 Sep 2009 \| Published: 25 Sep 2009 TOPICS: Customer Data Management \| Customer Loyalty \| Customer Service \| Email Management \| Email Security \| Email Threats \| Fraud Protection \| Password Management \| Phishing \| Spam

Catalyst XPS - The Solution for Cross-Carrier Small Parcel Shipping From the SAP® Environment sponsored by CDC Global Services - Catalyst WHITE PAPER: This white paper will discuss Catalyst XPS, a tool that can integrate information from all the major small parcel carriers into one view, fully integrated with SAP. Catalyst XPS can save customers money and improve customer service, without creating an additional maintenance burden on their internal IT team. Posted: 15 Sep 2009 \| Published: 15 Sep 2009 TOPICS: CRM \| Customer Service \| ERP \| Manufacturing \| ROI \| SAP (Product) \| Supply Chain Management \| Transportation Management \| Warehouse Management Software

Increasing Customer Experience via Rich Information Applications sponsored by Actuate WHITE PAPER: This whitepaper shares key points and recommendations from leading analysts such as Forrester to assist organizations in leveraging RIAs to enhance online user experience. Posted: 10 Sep 2009 \| Published: 10 Sep 2009 TOPICS: Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Financial Services Industry \| Information Management \| Reporting Software

Wealth Management Firms Choose CRM to Improve Productivity and Client Service sponsored by Microsoft WHITE PAPER: To more clearly understand how wealth management firms are using Microsoft Dynamics CRM, Microsoft turned to IT advisory firm Mainstay Partners for an independent assessment. Mainstay Partners interviewed a number of firms to identify the measurable benefits they have achieved through deploying Microsoft Dynamics CRM. Posted: 25 Aug 2009 \| Published: 25 Aug 2009 TOPICS: CRM \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Profiles \| Customer Service \| Microsoft Outlook \| Wealth Management

B2B Lead Gen: Marketing ROI Performance & Evaluation Study sponsored by Citrix Online WHITE PAPER: MarketingProfs recently conducted an in-depth study on perceptions, behaviors and lead generation performance. Download the MarketingProfs Report to read the study's full findings and to learn how you can effectively calculate and leverage lead generation ROI within your own organization. Posted: 21 Aug 2009 \| Published: 21 Aug 2009 TOPICS: B2B \| CRM \| Customer Service \| Customer Service Best Practices \| Lead Generation \| Lead Management \| Marketing \| Sales

Delivering Quality Leads, Not Just Quantity: The Interactive Value of Webinars sponsored by Citrix Online WHITE PAPER: Using interactive media such as Webinars can help marketers effectively balance quality with quantity when it comes to lead generation. Download the white paper to learn more. Posted: 21 Aug 2009 \| Published: 21 Aug 2009 TOPICS: B2B \| CRM \| Customer Service \| Customer Service Best Practices \| Lead Generation \| Marketing \| Web Conferences \| Web Services \| Webcasts

9 Management Practices for Exceptional Webinars sponsored by Citrix Online WHITE PAPER: This new white paper examines Webinar effectiveness at driving lead generation and outlines 9 best practices for using Webinars in a cohesive lead-generation campaign. Posted: 21 Aug 2009 \| Published: 21 Aug 2009 TOPICS: B2B \| CRM \| Customer Service \| Customer Service Best Practices \| Lead Generation \| Marketing \| Web Conferences \| Web Services \| Webcasts

What Causes Webinar Attendees to Bail sponsored by Citrix Online WHITE PAPER: Download this new MarketingSherpa study to discover the leading causes for attendees to drop out of Webinars and what you can do to sharpen your presentations. Posted: 21 Aug 2009 \| Published: 21 Aug 2009 TOPICS: Communications Software \| CRM \| Customer Service \| Customer Service Best Practices \| Marketing \| Presentation Software \| Webcasts

How to Market and Sell Services with Webinars sponsored by Citrix Online WHITE PAPER: This new Quantum Leap Marketing white paper explores how to successfully market and sell services with Webinars so that you get maximum mileage out of your marketing budget. Posted: 21 Aug 2009 \| Published: 21 Aug 2009 TOPICS: B2B \| CRM \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Marketing \| Sales \| Sales Channels \| Webcasts

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CUSTOMER SERVICE DEFINITION (continued): … Customer service and support (CSS) is the part of a company's customer relationship management (CRM) department that interacts with a customer for their immediate benefit, including components such as the contact center, the help desk, and the call management system.According to Lithium Technologies (a CSS product vendor), corporate costs for CSS interactions are expected to reach $100 billion in 2004. To increase customer satisfaction, while minimizing the costs involved, many companies are turning to customer-based service applications such as Web self-service and online communities for customer-to-customer support.

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