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Customer Satisfaction

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ALSO CALLED: User Satisfaction
DEFINITION: A qualitative measure of performance as defined by customers, which meet their basic requirements and standards.
Customer SatisfactionReports
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Five Ways to Drive Revenue with Customer Service
sponsored by Salesforce
WHITE PAPER: Companies need to maintain flawless customer service to retain business, but many do not know where to start. This informative resource provides 5 ways to drive revenue with exemplary customer service.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

Salesforce

Customer Service - Beyond the Call Center
sponsored by Salesforce
WHITE PAPER: 61% of customers preferring assistance over the phone and 60% over email, so many companies are looking to contact centers for service solutions. This white paper breaks down the essentials of contact centers into key topics, such as understanding the modern customer and defining customer service without a call center.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

Salesforce

Expert Tips for Social CRM Strategies
sponsored by Attensity
EGUIDE: The following expert e-guide explores how organizations can most effectively leverage the social media tools at their disposal – including Twitter, Facebook and Pinterest – to build a loyal customer base and keep one step ahead of the competition.
Posted: 29 Aug 2014 | Published: 29 Aug 2014

Attensity

Top 10 Ways to Use Help Desk to Build Your MSP Business
sponsored by N-able Technologies
WHITE PAPER: This informative resource provides 10 helpful suggestions for building a successful MSP business, starting with the help desk.
Posted: 28 Aug 2014 | Published: 28 Aug 2014

N-able Technologies

HR Case Study: How to Recruit and Develop Employees Who Will Make a Difference
sponsored by SuccessFactors
CASE STUDY: In this case study, learn how manufactured housing communities company Sun Communities, Inc. harnessed an HR platform that helped them maintain outstanding levels of service to its customers. With this new platform, Sun Communities was able to spend less time on data management and more time on talent management.
Posted: 28 Aug 2014 | Published: 30 Apr 2014

SuccessFactors

Five Ways to Make Service Easy for Today's Customers
sponsored by Salesforce
WHITE PAPER: Customers now expect your company to solve their issues quickly and give them the capability to find solutions easily on their own. This informative resource gives 5 ways to make service easy for today's customers.
Posted: 28 Aug 2014 | Published: 28 Aug 2014

Salesforce

Five Advantages of Mobile for Customer Service
sponsored by Salesforce
WHITE PAPER: Customers expect a seamless experience, regardless of where reps are located – making mobile more essential than ever. This whitepaper considers 5 reasons why mobile should be part of your service strategy.
Posted: 28 Aug 2014 | Published: 28 Aug 2014

Salesforce

Swedbank customer success
sponsored by QlikTech, Inc.
VIDEO: The following brief video case study to reveal show by adopting QlikView, Swedbank was able to improve their capacity for self-service customer data analysis, enable a centrally targeted sales and marketing strategy, and more. View now to see how you can attain similar results.
Posted: 25 Aug 2014 | Premiered: 25 Aug 2014

QlikTech, Inc.

Going Digital: How to Develop Technology to Attract and Retain Digital Customers
sponsored by Hewlett-Packard Limited
TRANSCRIPT: Find out from the pros how to leverage new technologies to improve your relationship with customers.
Posted: 21 Aug 2014 | Published: 21 Aug 2014

Hewlett-Packard Limited

Improve Service with a Single View of the Customer
sponsored by Informatica
WHITE PAPER: Uncover the impact of cloud master data management (MDM) on CRM success, as well as the 5 stages of the customer lifecycle.
Posted: 20 Aug 2014 | Published: 30 Jun 2013

Informatica

Make the Voice of the Customer Your Business Asset
sponsored by Attensity
WHITE PAPER: Access the following white paper to uncover the top 10 steps to improving your customer experience strategy. Learn what it takes to make the voice of the customer one of your greatest assets; including the technology to consider, focus points, and more.
Posted: 19 Aug 2014 | Published: 19 Aug 2014

Attensity

Reboot Your Organization For Modern Marketing
sponsored by Box
WHITE PAPER: The following report will intends to introduce CMOs to the concept of a marketing operating system—an organizational framework that will enable CMOs to develop more flexible and more customer-aware marketing teams.
Posted: 15 Aug 2014 | Published: 15 Aug 2014

Box

Build for Change – the Risk of Customerpocalypse
sponsored by ComputerWeekly.com
BOOK: The enterprise must focus on how it engages customers and responds to their expectations, or face Customerpocalypse, writes Alan Trefler, in this extract from his book Build for Change.
Posted: 15 Aug 2014 | Published: 15 Aug 2014

ComputerWeekly.com

The Engagency and Rackspace Story
sponsored by Rackspace
VIDEO: Find out what changes a digital systems integrator organization made to ensure their customer's mission-critical systems are always up and running.
Posted: 15 Aug 2014 | Premiered: 15 Aug 2014

Rackspace

Transforming Customer Experience in the New Digital World
sponsored by Genesys
WHITE PAPER: Companies are expected to facilitate new social, mobile and web platforms in order to interact with customers – resulting in independent interaction points handled by disparate systems and disconnected employees. This white paper discusses a holistic approach to digital channels, and how to transform the end-to-end customer journey.
Posted: 14 Aug 2014 | Published: 14 Aug 2014

Genesys

Enhance the 360 Degree View of Your Customer
sponsored by IBM
WHITE PAPER: Learn about the master data management (MDM) system capable of delivering a 360-degree view of both structured and unstructured data, so you can better assist your customers.
Posted: 14 Aug 2014 | Published: 30 Apr 2014

IBM

Revolutionising Contact Centre Quality Management with Speech Analytics
sponsored by Genesys
WHITE PAPER: Call centres traditionally rely on a quality management analyst to listen to, score, and provide feedback to ensure the quality of customer service being delivered. This informative white paper discusses key factors for speech evaluation, providing insights to essential management processes and suggestions for quality management solutions.
Posted: 14 Aug 2014 | Published: 31 Dec 2013

Genesys

Four Steps Toward Virtualising Your Contact Centre
sponsored by Genesys
WHITE PAPER: The first step to wowing customers is an organised and efficient contact centre – but how can a business overcome legacy infrastructures to support customers? View this whitepaper now to learn about virtual contact centres, their benefits, and 4 essential steps to streamline your customer experience.
Posted: 13 Aug 2014 | Published: 13 Aug 2014

Genesys

Best Practices for Improving Back Office Workforce Efficiency
sponsored by Genesys
WHITE PAPER: 70% of customers report that they have ended a relationship due to poor customer service, a statistic that demands companies be at the top of their capabilities. View this in-depth whitepaper to discover an extensive 7 step guide to streamlining workforce efficiency, ultimately keeping customers happy.
Posted: 13 Aug 2014 | Published: 13 Aug 2014

Genesys

Infographic: New Expectations for Customer Service Workers
sponsored by IBM
RESOURCE: This infographic offers insight into the new expectations for customer service representatives and retail workers in order to better connect with customers and provide richer experiences.
Posted: 08 Aug 2014 | Published: 08 Aug 2014

IBM

Channels are Irrelevant
sponsored by SDL
EBOOK: Find out how your organization should approach the age of omni-channel engagement, and what it means for customer demands.
Posted: 07 Aug 2014 | Published: 07 Aug 2014

SDL

Channels are Irrelevant
sponsored by SDL
WHITE PAPER: Find out how your organization should approach the age of omni-channel engagement, and what it means for customer demands.
Posted: 07 Aug 2014 | Published: 07 Aug 2014

SDL

Multi-Channel Marketing – Delivering Big on Next-Gen Customer Experience
sponsored by Infor
WHITE PAPER: Learn about the multi-channel marketing approach and how it can help your business deliver a top-notch next-gen customer experience.
Posted: 07 Aug 2014 | Published: 07 Aug 2014

Infor

Channel Engagement is in the Hands of Consumers
sponsored by SDL
WHITE PAPER: Learn how you should approach your content strategy to accommodate the mobile generation's demands.
Posted: 06 Aug 2014 | Published: 06 Aug 2014

SDL

Channels Are Irrelevant
sponsored by SDL
RESEARCH CONTENT: Find out how your organization should approach the age of omni-channel engagement, and what it means for customer demands.
Posted: 06 Aug 2014 | Published: 06 Aug 2014

SDL
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