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Customer Service

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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 ServiceWhite Papers (View All Report Types)
201 - 225 of 359 Matches Previous Page  | Next Page
Service and Support: Made to Measure Using Consona Analytics as a Roadmap to Success
sponsored by Consona Corporation
WHITE PAPER: Management 101 tells us that success in business starts with setting goals and measuring progress toward them. Service and support success requires that all stakeholders know where they’re going and how they’re doing.
Posted: 17 Jun 2011 | Published: 01 Oct 2009

Consona Corporation

Making Service and Support Your Revenue Engine: The Initiative That’s Too Important to Delay
sponsored by Consona Corporation
WHITE PAPER: The value of service and support is hidden in a fog of metrics—measures that link monitors and bulletin boards, populate binders, fascinate managers, annoy employees, and ultimately mislead us about the business. Read this whitepaper and discover the real value of support is the revenue it protects and creates.
Posted: 17 Jun 2011 | Published: 17 Jun 2011

Consona Corporation

Thinking Outside the (Search) Box: Powering Enterprise Search with Knowledge
sponsored by Consona Corporation
WHITE PAPER: Enterprise search delivers the highest value when it helps create a great customer experience. Read this whitepaper to learn how execute enterprise search with knowledge.
Posted: 17 Jun 2011 | Published: 17 Jun 2011

Consona Corporation

Creating Stickiness in the Insurance Industry
sponsored by Thunderhead
WHITE PAPER: With the economy being shaky, the insurance industry has a problem. Customers are increasingly shopping around and making complex demands. Learn how to achieve loyalty in a shaky industry.
Posted: 16 Jun 2011 | Published: 01 Jan 2011

Thunderhead

An Integrated Solution for Context-based Customer Experience Management
sponsored by Avaya
WHITE PAPER: Moving to a customer experience management approach requires an infrastructure that is open, scalable and capable of bringing  together state-of-the art applications, fully preserving customer context.
Posted: 10 Jun 2011 | Published: 10 Jun 2011

Avaya

Without a service catalog, your public, private, or hybrid cloud is just a fog bank
sponsored by CA Technologies.
WHITE PAPER: There is no better mechanism to realize the potential for providing cloud-based services than implementing a service catalog. A service catalog is designed to support the presentation and request for services, the capture of data required to make the service life-cycle efficient, and the workflow to automate service processes.
Posted: 08 Jun 2011 | Published: 08 Jun 2011

CA Technologies.

The Best Strategies for a Successful CRM Strategy Implementation
sponsored by Epicor Software Corporation
WHITE PAPER: How to have a successful customer relationship management (CRM) implementation.
Posted: 23 May 2011 | Published: 23 May 2011

Epicor Software Corporation

The Future of Web Content Management
sponsored by Ektron, Inc.
WHITE PAPER: When a content management team is no longer enough to successfully attract and retain customers, what does the future hold for content management? How does context fit into the picture?
Posted: 17 May 2011 | Published: 17 May 2011

Ektron, Inc.

Social Media and Customer Service
sponsored by Pegasystems
WHITE PAPER: One of the biggest issues for companies is creating effective customer services processes.  What if social media could help the problem?
Posted: 11 May 2011 | Published: 11 May 2011

Pegasystems

Transform the Customer Experience with Pega CRM
sponsored by Pegasystems
WHITE PAPER: For years, companies have tried to serve customers in a way that would lead to brand loyalty.  While traditional CRM systems have failed to deliver, a new approach might be just what companies need.
Posted: 11 May 2011 | Published: 11 May 2011

Pegasystems

Humanising the Service Desk
sponsored by LogMeIn, Inc.
WHITE PAPER: Due to technological advances, managers are considering how they operate Service Desks and how they can improve the way they support customers. In this paper, identify key ways to keep the Service Desk human while ensuring customer service stays front and centre.
Posted: 10 May 2011 | Published: 10 May 2011

LogMeIn, Inc.

Commerce Anywhere: A Business and Technology Strategy to Maximize Cross-Channel Commerce Growth
sponsored by Oracle Corporation
WHITE PAPER: E-commerce has gone from fringe to foundation. Now, businesses must tailor their customer serivce approach to the more complex "anytime, anywhere" customer with mobile device in hand. This white paper from Oracle details the "commerce anywhere" approach.
Posted: 26 Apr 2011 | Published: 26 Apr 2011

Oracle Corporation

Four Effective Service Strategies that Drive Brand Advocacy
sponsored by Oracle Corporation
WHITE PAPER: This paper will provide answers, focusing on the four key aspects of service that can combine to create a "WOW!" experience: convenience, speed, relevance, and relationship.
Posted: 25 Apr 2011 | Published: 25 Apr 2011

Oracle Corporation

Advancing Enterprise Mobility to Improve Sales and Service
sponsored by SAP America, Inc.
WHITE PAPER: Explore the latest thinking on use of mobile technology to deliver business value by enabling sales and service processes – and transform processes across the enterprise. Business software vendors can best support their customers by collaborating with strategic partners to co-innovate and foster a mobile ecosystem.
Posted: 24 Mar 2011 | Published: 24 Mar 2011

SAP America, Inc.

SAP Business Communications Management Rapid-Deployment Solution
sponsored by SAP America, Inc.
WHITE PAPER: See how SAP has combined SAP Business Communications Management with implementation services to help you quickly and predictably improve customer service and reduce operational costs in inbound contact centers. The all-IP contact-center solution works with SAP CRM to further increase customer service benefits.
Posted: 24 Mar 2011 | Published: 24 Mar 2011

SAP America, Inc.

Optimizing Your Return on Customer Attention with Oracle RTD
sponsored by Oracle Corporation
WHITE PAPER: Read this white paper to learn how BI can combine your explicitly-defined business rules and automatically-identified statistical information to deliver the best possible content to your customers for every single interaction.
Posted: 22 Mar 2011 | Published: 01 Apr 2010

Oracle Corporation

Deliver Extraordinary Customer Experience
sponsored by Oracle Corporation
WHITE PAPER: Organizations need to differentiate themselves by providing personalized and rewarding service that leverages the unique value of all customer touch points. If done well, a company can transform customer service into a competitive advantage, and use it to turn a buyer into a customer for life. Read on to learn more.
Posted: 22 Mar 2011 | Published: 01 Feb 2010

Oracle Corporation

Why Deliver Extraordinary Customer Service?
sponsored by Oracle Corporation
WHITE PAPER: Organizations need to differentiate themselves by providing personalized and rewarding service that leverages the unique value of all customer touch points. If done well, a company can transform customer service into a competitive advantage, and use it to turn a buyer into a customer for life.
Posted: 21 Mar 2011 | Published: 21 Mar 2011

Oracle Corporation

Item-level RFID Tagging and the Intelligent Apparel Supply Chain
sponsored by Motorola, Inc.
WHITE PAPER: This paper provides an overview of item-level radio frequency identification (RFID) tagging in the apparel supply chain. It explains the evolution of RFID technology and details key benefits when utilized by retailers, distribution and logistics providers, and manufacturers.
Posted: 16 Feb 2011 | Published: 16 Feb 2011

Motorola, Inc.

Workforce Management: "Scheduling to the Opportunity"
sponsored by Infor WFM Workbrain
WHITE PAPER: In the face of shrinking margins, today’s retailers seek a large competitive advantage. Given that a retailer’s largest controllable expense is its workforce, retailers that implement a solution that gives real-time visibility into labor practices and generates optimized schedules will help with labor costs, store sales and customer service levels.
Posted: 03 Feb 2011 | Published: 03 Feb 2011

Infor WFM Workbrain

Service Please: Five Tips for Easy, Affordable Tech Support
sponsored by Cisco Systems, Inc.
WHITE PAPER: A dark secret of investing in technology is the substantial cost of not doing the technical support well. You may increase productivity and profits simply by adopting a new strategy for network maintenance and troubleshooting. Read on to learn how three small businesses get technical support that brings them peace of mind at an affordable price.
Posted: 21 Jan 2011 | Published: 21 Jan 2011

Cisco Systems, Inc.

How to Get the Cisco Tech Support You Need, Online
sponsored by Cisco Systems, Inc.
WHITE PAPER: IT and telecom staff in small businesses (up to 250 employees) meet up at what Google Analytics reports is one of the most popular support sites of its size—the Cisco Small Business Support Community. Whenever you need technical support, or want to learn more about your technology, connect with the community and get support. Read on to learn more.
Posted: 20 Jan 2011 | Published: 20 Jan 2011

Cisco Systems, Inc.

Debunking Security Concerns with Hosted Call Centers
sponsored by inContact
WHITE PAPER: This paper discusses the different layers requiring security, how security should be addressed in each layer, and how to select a qualified hosted call center provider. Read this white paper to learn more.
Posted: 10 Jan 2011 | Published: 10 Jan 2011

inContact

The Information Agenda: Rapidly Leveraging Information as a Trusted Strategic Asset for Competitive Advantage
sponsored by IBM
WHITE PAPER: As the CIO of a flourishing business, you are happy to report that the current information projects are going well. The new call center is up and running, the new data warehouse is on-line, and the new customer loyalty systems have been deployed successfully.
Posted: 14 Dec 2010 | Published: 14 Dec 2010

IBM

Moving Towards Customer-Centric Pricing: From Strategy to Implementation, the New Opportunities for Banks to Compete in the Current Economic Downturn
sponsored by IBM
WHITE PAPER: Pricing is a strategic weapon for acquiring new customers and, as importantly, retaining existing ones. As such, effective and innovative pricing strategies are crucial for banks to achieve organic growth. This white paper argues that banks need more than ever technologies such as the BRMS to effectively manage their pricing policies.
Posted: 12 Dec 2010 | Published: 12 Dec 2010

IBM
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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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