Customer Service White Papers

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May 18, 2013

Business of Information Technology > Business Processes >
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)
76 - 100 of 318 Matches Previous Page \| Next Page

The Business Benefits of E-Signature Software sponsored by DocuSign, Inc. WHITE PAPER: It is reported that in 2011 the electronic signature market saw a 48% increase in adoption rates – and Gartner suggests this number will continue to increase in 2012. Read this report to uncover the top 6 benefits of e-signature software and find out if a Software-as-a-Service e-signature offering is the best option for your business. Posted: 13 Sep 2012 \| Published: 21 May 2012 TOPICS: CRM Best Practices \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Electronic Signatures \| Software as a Service

HP Customer & Dealer Management System for Automotive - Solution Overview sponsored by Hewlett-Packard Limited WHITE PAPER: Read this paper to learn about one application that can integrate your dealer management systems (DMS) and customer relationship management (CRM) applications to optimize performance. By filtering these processes to distributors and original equipment manufacturers (OEMs), you can maximize operation performance and leverage real time analytics. Posted: 06 Sep 2012 \| Published: 06 Sep 2012 TOPICS: Analytic Applications Software \| CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Data Management Software \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Data Management \| Data Management Software \| OEMs

Top 10 Considerations for Selecting the Right RMM Solution sponsored by LabTech WHITE PAPER: Access this white paper to learn the top ten considerations for selecting the right remote monitoring and management solution. Read on to discover how your organization can take advantage of features like remote desktop monitoring, trouble ticket tracking and more. Posted: 21 Aug 2012 \| Published: 21 Aug 2012 TOPICS: Channel Management \| Customer Satisfaction \| Customer Service \| Data Center Management \| Desktop Management \| Security \| Systems Management

Connect social and enterprise intelligence to transform the customer experience. HP Information Management and Analytics Solution Brief sponsored by Hewlett-Packard Limited WHITE PAPER: With the widespread adoption of mobile technologies and social media, businesses have been given a plethora of fresh information on customer wants and needs. Review this paper to learn about how you can utilize these new information resources to maximize customer experience and transform your business strategy for enhanced profitability. Posted: 06 Jul 2012 \| Published: 06 Jul 2012 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| Customer Data Integration \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Social Networking \| Web 2.0

Drive Your Business With Predictive Analytics sponsored by SAS Institute Inc. WHITE PAPER: This paper outlines what predictive analytics is and how it can benefit your organization. Read this invaluable resource now to learn about predictive modeling techniques, predictive analytics applications in marketing, the effect it can have on customer relationship management (CRM), customer loyalty and retention, and so much more. Posted: 29 Jun 2012 \| Published: 29 Jun 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM \| CRM Analytics \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Data Analytics \| Data Management \| Data Management Software \| Data Mining \| Data Mining Software \| Data Quality \| Information Management \| Information Management Software \| Predictive Analytics \| Predictive Analytics Software

Building Success in the Cloud sponsored by Citrix Systems, Inc. WHITE PAPER: Discover why Citrix cloud solutions are a clear choice for leading cloud providers, helping them quickly and profitably build differentiated and flexible cloud solutions that are right for their business and their customers. Posted: 29 Aug 2012 \| Published: 29 Aug 2012 TOPICS: Architectures \| Cloud Computing \| Cloud Management \| Customer Service \| Infrastructure as a Service (IaaS) \| Management Service Providers \| Platform as a service \| Private Cloud \| Private cloud computing \| Public Cloud \| Public cloud computing

Using Case Management to Empower Employees and transform Customer Service sponsored by Kofax, Inc. WHITE PAPER: This white paper demonstrates how empowering your employees can lead to significantly improved customer service. Learn how dynamic case management applications can assist in delivering employee empowerment and transform the customer experience. Posted: 24 Aug 2012 \| Published: 24 Aug 2012 TOPICS: Business of Information Technology \| Business Process Management \| CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| IT Best Practices \| IT Management

The Business Case for Integrated ERP sponsored by Scribe Software Corporation WHITE PAPER: It's critical that your ERP software is integrated and can talk to other business applications and systems. Those who embrace ERP integration will reap lower operation costs, increased customer satisfaction, and a lot of saved time. Read this paper to learn how integrating your ERP software will impact your company's operations and work flow. Posted: 22 Aug 2012 \| Published: 01 Apr 2011 TOPICS: Customer Data Integration \| Customer Data Management \| Customer Data Management Software \| Customer Service \| Customer Service Best Practices \| Enterprise \| Enterprise Application Integration Middleware \| Enterprise Applications Software \| Enterprise Computing \| Enterprise Content Management \| Enterprise Content Management Software \| Enterprise Information Management (EIM) \| Enterprise Resource Management \| ERP \| ERP Software

LEGO: Nurturing Consumer Loyalty Bloomberg BusinessWeek Article sponsored by SAP America, Inc. WHITE PAPER: This LEGO customer success story reported by Bloomberg Businessweek highlights how LEGO leverages SAP Customer Relationship Managment (SAP CRM), especially the loyalty management software, to run the compnay's customer loyalty program. Posted: 21 Aug 2012 \| Published: 31 Dec 2011 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Loyalty \| Customer Service \| ERP \| ERP Software \| SAP (Product)

The State of Customer Data Integration 2012: The What, Why & How of CRM Integration sponsored by Scribe Software Corporation WHITE PAPER: Customer data integration helps companies grow and thrive, but businesses still have a long way to go to implement customer relationship management (CRM) in a meaningful way. Check out what over 300 companies said about cloud, their CRM platforms, and customer data integration in this survey. Posted: 20 Aug 2012 \| Published: 20 Aug 2012 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Data Management Software \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Data Analytics \| Data Collection \| Data Entry \| Data Management \| Data Management Software

The Perfect Combo: ITIL, I.T. Service Management, and Social Media sponsored by BMC Software, Inc. WHITE PAPER: Access this white paper to discover how your service desk can facilitate higher levels of productivity for end users with the integration of social media. Help your business gain improved service delivery and support, as well as improved overall customer satisfaction. Posted: 20 Aug 2012 \| Published: 20 Aug 2012 TOPICS: Customer Service \| Help Desk Management \| Help Desks \| Infrastructure Management \| IT Infrastructure \| IT Service Management \| ITIL

Why CRM Implementations Fail….And What To Do About It sponsored by Scribe Software Corporation WHITE PAPER: Companies are scrambling to implement CRM systems, but they might not be getting what they bargained for if they're not careful. Up to 80% are reporting they're not getting what they were promised. Read this paper and learn how to avoid pitfalls, develop a strategy for your CRM system, and much more. Posted: 20 Aug 2012 \| Published: 01 Mar 2011 TOPICS: CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software

Cisco IBSG Global Research Reveals New Ways for Banks To Prosper in an Omnichannel World sponsored by Cisco Systems, Inc. WHITE PAPER: Banking customers worldwide are ready for an omnichannel experience – are you ready to give it to them? This resource describes the concept of omnichannel banking, why your customers need it, and why you shouldn't wait to offer it to them. Posted: 17 Aug 2012 \| Published: 17 Aug 2012 TOPICS: Banking Industry \| Banking Systems \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Data Security \| Financial Management \| Financial Services Industry \| Financial Systems \| Mobile CRM \| Mobile Workers \| Smart Phones \| Social Networking \| Tablet PC \| Video Services \| Video Systems \| Videoconferences

Integrative CRM Enhances Midsize Business Agility and Performance sponsored by IBM WHITE PAPER: This paper is designed to help IT and business leaders at midsize companies find innovative ways to extend their customer relationship management (CRM) capabilities to capitalize on emerging trends such as cloud, mobile, social media and predictive analytics. Gain essential insight to get closer to your customers and ensure your company's survival. Posted: 16 Aug 2012 \| Published: 01 Jul 2012 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Data Management Software \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Data Analytics \| Data Management \| Data Management Software \| Data Mining \| Data Mining Software \| Small Businesses \| SMBs

4 Steps to Transforming Your Customer Relationships Using Mobile sponsored by Appcelerator WHITE PAPER: Mobility has fundamentally changed the business world, particularly customer relationships. It has not only changed consumer expectations, but also provides a chance to drastically improve the customer experience. Read on to learn 4 simple steps to improving your customer's experience with mobility. Posted: 15 Aug 2012 \| Published: 01 Aug 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Mobile CRM

Empowered Customers Drive Collaborative Business Evolution sponsored by IBM WHITE PAPER: Read this groundbreaking new study, conducted by Forrester Consulting on behalf of IBM, to understand how empowered customers are changing the way business is doing business—today and in the future. Posted: 13 Aug 2012 \| Published: 31 May 2012 TOPICS: Collaborative Commerce \| Customer Satisfaction \| Customer Service \| eCommerce \| Marketing \| Mobile CRM \| Mobile Device Management \| Web Applications Management

Is Your Strategy as Smart as Your Customers? sponsored by IBM WHITE PAPER: In this white paper learn the Smart Commerce strategy developed by IBM, designed around customer needs, aspirations, and behavior. This paper goes in depth on each of the four key components of the strategy, demonstrating the work they've done with some of the top names in sports to deliver the Smarter Commerce experience. Posted: 10 Aug 2012 \| Published: 07 Aug 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Service \| Customer Service Best Practices \| ERP

The Total Economic Impact of IBM® Exceptional Web Experience sponsored by IBM WHITE PAPER: Delivering an optimal web experience not only helps you engage with your customers, partners, and employees but also improves relationships and increases your competitive advantage. This resource explores why investing in web experience solutions can help you achieve this. Posted: 09 Aug 2012 \| Published: 30 Mar 2012 TOPICS: Call Centers \| Collaboration \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| eCommerce \| Unified Messaging \| Unified Messaging Systems \| Web Content Management \| Web Development \| Web Hosting \| Web Site Design \| Web Site Monitoring

The mini-guide to social customer service sponsored by Salesforce.com WHITE PAPER: Social media has fundamentally changed the world of customer service. This comprehensive guide outlines the keys to success to realize your social customer service potential. Learn why actively engaging with customers is imperative, 4 vital customer services areas to focus on, and more. Posted: 23 Jul 2012 \| Published: 01 Jul 2012 TOPICS: Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Social Networking \| Web 2.0

Smarter Commerce for Consumer Products sponsored by IBM WHITE PAPER: The connected customer is changing the way you must conduct business. In order to comply with your customers' demands, you must change the way your products are sourced, manufactured and distributed. Smarter commerce enables this, allowing you to transform how quickly you can manage and adapt your source, market, sell and service processes. Posted: 18 Jul 2012 \| Published: 16 Nov 2011 TOPICS: Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Data Management \| Data Management Software \| Information Management \| Supply Chain Execution \| Supply Chain Intelligence \| Supply Chain Management \| Supply Chain Software \| Supply Chains \| Value Chain Management

Social Customer Service: The Pivotal Driver of the Social Enterprise sponsored by LiveOps WHITE PAPER: Read this paper to see how you can maximize your customer relationship management efforts through social customer service and foster brand loyalty, higher customer lifetime value, enhanced customer experience, and higher revenues. Posted: 06 Jul 2012 \| Published: 06 Jul 2012 TOPICS: Brand Loyalty \| CRM \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Social Networking \| Web 2.0

A smarter approach to CRM: An IBM perspective sponsored by IBM WHITE PAPER: With instant access to information, customers expect a purchase experience that matches the ease and speed of the information-gathering experience. Read this white paper, created in collaboration with Frost & Sullivan, to see how a customer relationship management (CRM) solution can help you respond on the customers' terms. Posted: 05 Jul 2012 \| Published: 15 Feb 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM \| CRM Analytics \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Data Analytics \| Data Management \| Data Mining \| Data Quality \| Data Security \| Information Management

Social Media Feedback for Hospitality: Help Every Location Protects its Online Reputation sponsored by Medallia WHITE PAPER: The feedback from social media can allow your business to demonstrate value to customers which will ultimately result in customer loyalty and higher revenues. Read this paper to learn how to join customer experience and social media feedback to eliminate customer pain points in a single reporting application. Posted: 03 Jul 2012 \| Published: 03 Jul 2012 TOPICS: CRM \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Social Networking \| Web 2.0

What If Any Agent Could Take Any Call? sponsored by KANA WHITE PAPER: Good customer service involves leveraging policies, people, and technology to answer customer questions and solve problems with accuracy, speed, and consistency. Check out this paper for tips on how to relieve customer service pain points and get your agents able to answer calls with ease, and keep customers coming back time and time again. Posted: 22 Jun 2012 \| Published: 22 Jun 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Center Workforce Management \| CRM \| Customer Loyalty \| Customer Retention \| Customer Service

Will Your Customers Really Wait for You to Get Service Experience Right? sponsored by KANA WHITE PAPER: In order to prosper in today’s challenging environment, delivering high quality customer service is critical. This paper outlines an approach to building a solid customer service strategy and addresses common challenges as well as tips for avoiding and overcoming pitfalls. Posted: 21 Jun 2012 \| Published: 21 Jun 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

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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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