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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 Service Reports
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Beyond ESB Architecture: How APIs Displace ESBs and SOA in the Enterprise
sponsored by Apigee
EBOOK: This informative eBook discusses the fundamental mismatch between modern applications and enterprise service bus (ESB) architecture. Read on to learn about the need for enterprises to move beyond ESBs with APIs in support of today's new generation of apps.
Posted: 22 May 2015 | Published: 22 May 2015

Apigee

Multi-Channel Customer Experience: The Next Battleground for Mid-Size Businesses
sponsored by Genesys
WHITE PAPER: This resource provides the information that mid-size organizations need as they consider making the jump to a multi-channel contact center, including key drivers and challenges; what to look for in a vendor partner; proven tips for success; and more.
Posted: 22 May 2015 | Published: 22 May 2015

Genesys

Realizing the Value of Contextual Knowledge: Four Capabilities to Achieve Success
sponsored by Verint Systems
WHITE PAPER: Discover how your organization can gain critical benefits for gains and productivity in the fields of customer service and cost reduction.
Posted: 22 May 2015 | Published: 22 May 2015

Verint Systems

Top Customer Service Trends – How are you positioned for 2015?
sponsored by Verint Systems
RESOURCE: Discover is your organization is keeping up with the top customer service trends of 2015 by exploring this visual report. Learn why many organizations are prioritizing digital channels and discover new areas for business investment.
Posted: 22 May 2015 | Published: 22 May 2015

Verint Systems

IT Transformation Etour
sponsored by ServiceNow
RESOURCE: Take a tour of ServiceNow to experience how it can help every part of your enterprise—from executive IT to IT staff to enterprise services.
Posted: 21 May 2015 | Published: 21 May 2015

ServiceNow

A Strategic Approach to Customer Engagement Optimization
sponsored by Verint Systems
WHITE PAPER: Access this white paper to learn how your organization can optimize your customer engagement over multiple channels, to gain benefits like increased customer loyalty, enhanced performance and revenue, reduced risk and operating costs, and more.
Posted: 21 May 2015 | Published: 31 Dec 2014

Verint Systems

Operationalizing Voice of the Customer: How Top Performers Create Actionable Insights
sponsored by IBM
WHITE PAPER: To learn more about how your organization can integrate VOC tools into your operations access this informative white paper. Learn how your business can boost customer satisfaction and drive sales with a greater knowledge of your customers' needs and wants.
Posted: 20 May 2015 | Published: 31 Dec 2014

IBM

Acquire, Grow and Retain Customers: The Business Imperative for Big Data and Analytics
sponsored by IBM
RESOURCE: Big data and analytics are changing how you interact with your customers and are shaping customer expectations. Discover how your organization can rely on big data and analytics to improve customer relationship management strategies and learn 4 benefits of effectively using big data and analytics to guide customer interactions.
Posted: 19 May 2015 | Published: 31 Dec 2013

IBM

Fanatical Support in a Microsoft World
sponsored by Rackspace
WEBCAST: Managing Microsoft Cloud can be complex, but Fanatical Support makes sure everything runs as smoothly as possible users. From getting started to daily support and troubleshooting, Fanatical Support makes Microsoft Cloud simple. Watch this video to learn more about Fanatical Support and how it can support your business needs.
Posted: 18 May 2015 | Premiered: Jan 30, 2015

Rackspace

DMPs and CDPs and CRMs – Oh My!
sponsored by BlueConic
VIDEO: Access this webinar to hear from Cory Munchbach, Director of Product Marketing at BlueConic. Learn how customer data platforms can provide you with full access to your customers' information and enable your company to tackle specific roadblocks in the full utilization of your consumer data.
Posted: 18 May 2015 | Premiered: 30 Apr 2015

BlueConic

Start Using Always-on Optimization in Four Steps
sponsored by BlueConic
VIRTUAL SEMINAR: Learn how your organization can gain a competitive edge with accurate testing in this official webinar. Discover how 4 easy steps can bring you closer to optimizing your customer journey to drive sales and increase customer satisfaction.
Posted: 15 May 2015 | Premiered: 25 Mar 2015

BlueConic

4 Steps To a User-driven Marketing Strategy
sponsored by BlueConic
VIDEO: Access this in-depth webinar to discover a roadmap for creating or developing your user-driven marketing experience. In 4 easy steps learn how you can cater to your customer's needs to reap the benefits of a personalized marketing strategy.
Posted: 15 May 2015 | Premiered: 10 Feb 2015

BlueConic

From transactions to relationships: Connecting with a transitioning shopper
sponsored by IBM
WHITE PAPER: Access this exclusive white paper to learn how organizations are fostering relationships through customer experience to promote stickiness. Discover how your business can boost sales drive revenue with top notch customer service across media channels.
Posted: 13 May 2015 | Published: 31 May 2013

IBM

Maturity model: User-driven Marketing: Based on best practices from leading marketers over the last 4 years
sponsored by BlueConic
WHITE PAPER: Access this white paper to gain insight from organizations who have successfully implemented a user-driven marketing strategy. Discover the steps they took towards success and use their journeys as a benchmark for your current plans and developments.
Posted: 13 May 2015 | Published: 13 May 2015

BlueConic

Seize The Mobile Moment: Field Service Mobility Solutions Improve Customer Experience
sponsored by Hewlett-Packard Limited
WHITE PAPER: Access this white paper to learn how mobile experts are taking a holistic approach to mobility by enhancing security, leveraging data analytics and using cloud-based services to deliver differentiated mobile experiences.
Posted: 12 May 2015 | Published: 30 Jan 2015

Hewlett-Packard Limited

Shoppers Disrupted - Retailing through the noise
sponsored by IBM
WHITE PAPER: To discover what the "new normal" will look like in the world of retail IBM commissioned a study of over 11,000 respondents. To get the results of their report and examine major trends disrupting the retail landscape access this exclusive white paper.
Posted: 11 May 2015 | Published: 31 Jan 2015

IBM

Guiding the Customer Journey: Gain Brand Advantage from the Very First Click
sponsored by BlueConic
WHITE PAPER: Discover how you can guide the customer journey to gain brand advantage from the very first click.
Posted: 08 May 2015 | Published: 08 May 2015

BlueConic

Differentiate Your Business with a Cloud Contact Center
sponsored by Cisco Systems, Inc.
WHITE PAPER: Access this white paper now for a complete buyer's guide to using cloud solutions to differentiate your contact center from your competitors.
Posted: 07 May 2015 | Published: 26 Sep 2014

Cisco Systems, Inc.

All-In-One Contact Centers For Today's Customer Experience Initiatives
sponsored by Genesys
WHITE PAPER: This white paper examines the critical qualities today's organizations should look for in a contact center solution, including the tools and capabilities it should provide.
Posted: 06 May 2015 | Published: 06 May 2015

Genesys

5 Ways Video Improves Customer Experience
sponsored by Cisco Systems, Inc.
WHITE PAPER: This resource explains the 5 ways that video can enhance the customer experience and proves how video is growing in popularity in the business world.
Posted: 06 May 2015 | Published: 06 May 2015

Cisco Systems, Inc.

The Three Game Changers of Mobile Customer Experience
sponsored by Genesys
WHITE PAPER: This white paper examines three "game changing" mobile developments that today's businesses can't afford to ignore if they want to make the most of mobile technology and effectively engage their current and potential customers.
Posted: 05 May 2015 | Published: 05 May 2015

Genesys

Get Back to a Personalized Customer Experience.
sponsored by Cisco Systems, Inc.
WHITE PAPER: Discover how your organization can increase customer satisfaction by aligning your services. Learn how a seamless personalized experience for customers can create loyalty and drive sales.
Posted: 05 May 2015 | Published: 05 May 2015

Cisco Systems, Inc.

Know Your Customer Inside and Out: Building Integrated, Personalized Customer Relationships
sponsored by IBM
WHITE PAPER: Today's organizations are beginning to enhance personalization by including unstructured big data like social media posts. In this informative white paper, discover how previously unused customer information can help your organization deliver personalized experiences to create smarter business strategies.
Posted: 04 May 2015 | Published: 31 Mar 2015

IBM

Tips For Hitting Quota While Doing More With Less
sponsored by Pros.
WHITE PAPER: Access this white paper to learn 6 tips for building a successful strategy for hitting quotas and growing your sales pipeline.
Posted: 04 May 2015 | Published: 04 May 2015

Pros.

Bloor Research Report - Extending Your 360° View of Customers to Include Social Media
sponsored by IBM
WHITE PAPER: In this white paper discover the benefits behind extending your organization's' 360° view to include new technologies.
Posted: 01 May 2015 | Published: 30 Sep 2014

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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