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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Microsoft Dynamics RoleTailored Business Productivity: "Software Designed for Your People" sponsored by Microsoft WHITE PAPER: By automating and streamlining financial, customer relationship and supply chain processes, Microsoft Dynamics brings together people, processes and technologies, increasing the productivity and effectiveness of the business, and helping drive business success. Explore the Microsoft Dynamics Customer Model and how it's reflected in this software. Posted: 18 Aug 2009 \| Published: 18 Aug 2009 TOPICS: CRM \| CRM Software \| Customer Data Management \| Customer Service \| Microsoft Office \| Productivity \| Software \| Supply Chain Management \| User Experience

Cisco SMB Solutions: Work Wherever You Want sponsored by Cisco Systems, Inc. WHITE PAPER: Where will you conduct business today? Chances are that you, your colleagues, or your employees will spend time out of the office. These days, it's not necessary to spend eight hours in the office to put in a full-day's work. Posted: 17 Aug 2009 \| Published: 17 Aug 2009 TOPICS: Customer Service \| Small Businesses \| SMBs \| Teleconferencing Software \| Unified Messaging Systems \| VPN

Best Practices in Reconciliation: A Practical Guide for Asset Managers sponsored by Advent Software, Inc WHITE PAPER: This whitepaper explains why automated reconciliation is quickly evolving into a competitive necessity. The costs associated with manual reconciliation, the benefits from automation, and the best reconciliation workflow model will all be discussed. Posted: 10 Aug 2009 \| Published: 10 Aug 2009 TOPICS: Asset Management (Finance) \| Best Practices \| Budgeting \| Customer Service \| Market Trends \| Portfolio Management (Finance) \| Risk Assessment \| Risk Management \| Workflow Management Coalition

Making Interactions More Intelligent Across All Channels in the Retail Finance Industry sponsored by Infor CRM WHITE PAPER: In this paper you will learn the best practices and the bottom-line benefits in multi-channel inbound marketing. Read on to learn more about multi-channel inbound marketing and how Infor CRM Epiphany Inbound Marketing for Retail Finance can help drive revenue out of each customer interaction. Posted: 22 Jul 2009 \| Published: 22 Jul 2009 TOPICS: CRM Services \| CRM Software \| Customer Data Integration \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Marketing \| ROI

Efficiency, Effectiveness and Customer Loyalty in the Insurance Contact Center sponsored by Infor CRM WHITE PAPER: Read this paper to learn how important an efficient and effective contact center is and how Infor CRM Epiphany Contact Center enables carriers to create a highly efficient, customer-centric, multichannel contact center, providing a better customer service experience and increasing customer loyalty. Posted: 22 Jul 2009 \| Published: 22 Jul 2009 TOPICS: Contact Center Management \| Contact Center Software \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Innovative Marketing Strategies for Individual and Personal Lines Insurers sponsored by Infor CRM WHITE PAPER: In this paper you will learn just how important each customer interaction is and how companies are turning to Infor CRM Epiphany Inbound Marketing for Insurance to be able to manage their customers on a highly personal basis which greatly increases customer loyalty and satisfaction which will ultimately increase sales and profitability. Posted: 22 Jul 2009 \| Published: 22 Jul 2009 TOPICS: CRM \| CRM Software \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Insurance Industry \| Marketing

Increase Your Returns Using Event-Based Marketing sponsored by Infor CRM WHITE PAPER: Read this paper to learn how Event-triggered marketing has seen five times the response rate of non-timed mass-marketing campaigns and how your company can take advantage of event-based marketing by using Infor CRM Epiphany Outbound Marketing suite. Posted: 22 Jul 2009 \| Published: 22 Jul 2009 TOPICS: CRM \| CRM Best Practices \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Marketing

ROI for the Online Channel: The Business Drivers for Your Investments in WCM Technology sponsored by SDL Tridion WHITE PAPER: This document provides you with the knowledge you need to make the connections between the SDL Tridion Web Content Management solution and its effects on your business. Posted: 20 Jul 2009 \| Published: 20 Jul 2009 TOPICS: Business IT Alignment \| Communications Systems \| CRM \| CRM Services \| Customer Interaction Services \| Customer Service \| Customer Support Software \| Web Content Management \| Web Development

Retaining Customers in Today's Economic Landscape: Improving SAP Order Management sponsored by Esker Inc. WHITE PAPER: This paper will present the challenges businesses face in implementing effective order management and will help in overcoming these challenges. You will learn the benefits of the Esker Platform over its competitors and be presented with a case study documenting companies that implemented the Esker platform to beat their order management problems. Posted: 10 Jul 2009 \| Published: 10 Jul 2009 TOPICS: Business Performance Management \| CRM \| CRM Services \| Customer Data Management \| Customer Service \| ERP \| Order Management Systems \| Productivity \| SAP (Product)

Creating Enduring Customer Relationships sponsored by Oracle Corporation WHITE PAPER: Read this white paper to learn how investing in a new loyalty solution or improving your existing one will enable you to truly differentiate your business around the customer experience and drive lasting relationships. Posted: 10 Jun 2009 \| Published: 10 Jun 2009 TOPICS: Business Environment \| CRM \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Oracle (Product) \| Sales

Learn how to Enhance your Online Customer Relationships sponsored by Actuate WHITE PAPER: To truly meet the needs of the modern banking customer, banks must do more than simply provide multi- siloed, disconnected, and inconsistent channels. This business whitepaper includes recommendations from a leading analyst on driving customer retention. Posted: 07 May 2009 \| Published: 07 May 2009 TOPICS: Banking Software \| Business Process Management \| CRM \| Customer Data Management \| Customer Self-Service \| Customer Service \| Financial Services Industry \| Online Banking Services \| SOA

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: 07 May 2009 TOPICS: CRM \| CRM Analytics \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Profiles \| Customer Satisfaction \| Customer Service

Help Desk vs. Service Desk: Which One is Right for You sponsored by Numara Software WHITE PAPER: This white paper is intended to help support center managers self-assess their center's primary functions and maturity level in order to choose an incident management system that best fits their needs without wasting money on features that will not be used. Posted: 21 Apr 2009 \| Published: 21 Apr 2009 TOPICS: Business Intelligence \| Business Process Management \| Customer Service \| Customer Support Software \| Help Desk Management Services \| Help Desks \| IT Infrastructure \| ITIL \| Operational Support Systems

Achieving Service Excellence Across The Enterprise sponsored by Numara Software WHITE PAPER: Common problems with interdepartmental handling of customer issues include a mismatch of priorities, no shared understanding of customer impact, and overall communication problems between teams. The solution is to create enterprise-wide workflow and visibility.. Posted: 21 Apr 2009 \| Published: 21 Apr 2009 TOPICS: Business Process Automation \| Change Management \| Collaboration \| Compliance (Systems Operations) \| CRM \| Customer Loyalty \| Customer Service \| Customer Support Software \| Knowledge Management \| Reporting Software \| Workflow Software

Dell's SMART Approach to Workload Automation sponsored by BMC Software, Inc WHITE PAPER: This white paper discusses why Dell chose BMC's CONTROL-M when they embarked on a broad initiative to integrate and upgrade its IT services to better satisfy business needs. Posted: 18 Apr 2009 \| Published: 18 Apr 2009 TOPICS: Business IT Alignment \| Customer Service \| Enterprise Architectures \| IT Service Management \| IT Services \| ITIL \| Job Scheduling Software \| ROI \| Systems Management \| Workload Automation

Social CRM Comes of Age sponsored by Oracle Corporation WHITE PAPER: Web 2.0. Collaborative computing. Social media. And now Social CRM. These terms are used interchangeably, and often, to describe the massive transformation taking place across organizations today. What strategies and tools do the newest CRM solutions provide to leverage this new reality? Read this white paper to learn more about Social CRM. Posted: 01 Apr 2009 \| Published: 01 Apr 2009 TOPICS: Collaboration \| CRM \| CRM Analytics \| Customer Service \| Customer Service Best Practices \| Oracle (Product) \| Social Networking

Effective Negotiating: 5 Rules for Smooth Transactions sponsored by Global Knowledge WHITE PAPER: This white paper discusses five rules for negotiating that can help make the transaction more pleasant for everyone involved and better your chances at getting what you want. Posted: 13 Mar 2009 \| Published: 13 Mar 2009 TOPICS: Consultants \| Consulting Services Industry \| CRM \| CRM Best Practices \| Customer Service \| Human Resources Services \| Knowledge Management \| Negotiation \| Sales \| Sales Consulting Services \| Sales Representatives

Mastering New Challenges in Text Analytics: Making Unstructured Data Ready for Predictive Analytics sponsored by SPSS Inc. Worldwide Headquarters WHITE PAPER: This paper briefly defines text analytics, describes various approaches to text analytics, and then focuses on the natural language processing techniques used by SPSS Inc.'s text analytics solutions. Posted: 20 Feb 2009 \| Published: 20 Feb 2009 TOPICS: Business Processes \| CRM \| Customer Loyalty \| Customer Service \| Data Mining \| Databases \| Instant Messaging \| Marketing

How to Profit in a Downturn: 4 Customer-centric Strategies for Growth in a Challenging Market sponsored by Pivotal CRM, a CDC Software solution WHITE PAPER: In this white paper, learn how your organization can use customer-centric strategies and CRM tools to maximize the value and loyalty of your customer base. Gain insight into new areas of opportunity and do more with less in a time of economic uncertainty. Posted: 20 Feb 2009 \| Published: 20 Feb 2009 TOPICS: Budgeting \| Business Intelligence \| Business Process Management \| Cost Benefit Analysis \| CRM \| Customer Service \| Economic Environment \| Vendors

CRM Built for Sales: The Executive Guide to Selecting CRM That Meets Sales Needs sponsored by Pivotal CRM, a CDC Software solution WHITE PAPER: This white paper provides core principles companies can use to help them select a CRM system that each sales user feels was built just for them. Posted: 20 Feb 2009 \| Published: 20 Feb 2009 TOPICS: Business Development \| CRM \| Customer Data Management \| Customer Service \| Dashboards \| Microsoft Outlook \| ROI \| Sales \| Security

CRM Built for Customer Service: The Executive Guide to Selecting CRM that Meets Service Needs sponsored by Pivotal CRM, a CDC Software solution WHITE PAPER: This paper explores core principles companies can use to help them select a CRM system. Posted: 20 Feb 2009 \| Published: 20 Feb 2009 TOPICS: CRM \| Customer Service \| Data Management \| Marketing \| Sales \| SLA \| Switching \| User Experience

Business Process-Centric Information Technology: Aligning Business and Technology for High Performance sponsored by Accenture WHITE PAPER: Process-centric IT is, first and foremost, a way for the IT organization to build applications that will deliver greater flexibility and agility to the business-enabling high performance. Posted: 18 Feb 2009 \| Published: 18 Feb 2009 TOPICS: Business Process Management \| Business Processes \| Business Service Management \| Customer Service \| Globalization \| Interoperability

Understanding the Basic Configuration of the Adaptive Security Appliance (ASA) sponsored by Global Knowledge WHITE PAPER: The Adaptive Security Appliance is the latest firewall appliance in the Cisco security arsenal and provides a number of services to protect your "trusted" network users from "untrusted" users. Posted: 10 Feb 2009 \| Published: 10 Feb 2009 TOPICS: Customer Service \| Data Centers \| Intrusion Prevention \| Network Security \| Security \| Troubleshooting

Seven Tips for Profiting from Lean Times with CRM sponsored by Oracle Corporation WHITE PAPER: With their rapid speed of deployment, integrated analytics and built-in best practices, on-demand CRM solutions can quickly vault a sales organization ahead of its rivals. And because of their flexible licensing structure, on-demand solutions can be deployed selectively, enabling businesses to deploy only as much CRM as they need. Posted: 26 Jan 2009 \| Published: 26 Jan 2009 TOPICS: Best Practices \| CRM \| Customer Service \| Sales

Best Practices in the Call Center: A Customer Touch-Point Methodology sponsored by Oracle Corporation WHITE PAPER: One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. Posted: 26 Jan 2009 \| Published: 26 Jan 2009 TOPICS: Best Practices \| Call Center Management \| Call Center Services \| Call Centers \| Customer Service \| Metrics

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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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