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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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Unsubscribe best practices guide: How to Decrease Database Churn and Strengthen Your Marketing Program
sponsored by Silverpop Systems Inc. an IBM Company
WHITE PAPER: In this white paper you'll go behind the scenes of the unsubscribe process to learn why it matters and how you can use it to strengthen your marketing program.
Posted: 30 Jun 2015 | Published: 30 Jun 2015

Silverpop Systems Inc. an IBM Company

Publisher gives data protection solution five stars
sponsored by Dell, Inc. and Intel®
WHITE PAPER: MPS Limited was building a scalable and easy to manage IT infrastructure and needed a backup and recovery appliance for its high-performance environment. This white paper explains how its chosen appliance enables quick data return, improved productivity, and better customer service.
Posted: 23 Jun 2015 | Published: 01 Nov 2014

Dell, Inc. and Intel®

Ultimate Guide to Exceptional Service Delivery
sponsored by ConnectWise
WHITE PAPER: Building a strong technology sales team can be challenging. Industry experts share proven best practices for hiring, compensating, and managing process in The Ultimate Guide to Sales Success.
Posted: 18 Jun 2015 | Published: 18 Jun 2015

ConnectWise

Case Study: How the Seattle Seahawks Drove Record Sales at New Pro Shop in One Day
sponsored by Honeywell
CASE STUDY: Discover how your organization can reap the benefits of mobile sales technology to increase your customer satisfaction in this exclusive case study. Read now to learn more.
Posted: 17 Jun 2015 | Published: 17 Jun 2015

Honeywell

Boost Customer Experiences by Embracing Mobile Capabilities
sponsored by Honeywell
CASE STUDY: This case study describes how a premier ski resort achieved efficiency by implementing advanced barcode scanner technology
Posted: 16 Jun 2015 | Published: 31 Dec 2014

Honeywell

How Mobile Engagement Is Reinventing Brick and Mortar Retail
sponsored by Honeywell
WHITE PAPER: This white paper describes how the effective use of mobile engagement can increase sales and customer satisfaction at your brick-and-mortar retail stores.
Posted: 16 Jun 2015 | Published: 31 Dec 2014

Honeywell

Buyer's Guide: Customer Experience Management
sponsored by ComputerWeekly.com
EBOOK: In this 13-page buyer's guide, ComputerWeekly looks at the challenge facing organizations in delivering an online experience to customers that goes far beyond just a website. Additionally, explore critical actions CIOs should undertake to improve customer experience.
Posted: 09 Jun 2015 | Published: 09 Jun 2015

ComputerWeekly.com

Enhanced Consumer Engagement in CPG and Retail
sponsored by Hortonworks
RESOURCE: Discover how your organization can create a comprehensive customer view by combining intra-enterprise and external consumer insights to increase revenues and improve margins in this resource. Read now to learn more.
Posted: 08 Jun 2015 | Published: 08 Jun 2015

Hortonworks

Vodafone Ireland implements world-class service excellence with HP BSM
sponsored by Hewlett-Packard Limited
WHITE PAPER: Vodafone wanted to implement world-class customer service, so it replaced its reactive, and introspective IT management with a more effective management framework.This white paper explains how Vodafone used integrated business service management to enhance infrastructure performance and drive business value with a business services framework.
Posted: 04 Jun 2015 | Published: 31 Jul 2012

Hewlett-Packard Limited

The Future of the Contact Center: 7 Key Trends in 2015
sponsored by Five9
WEBCAST: In this webcast, Liz Osborn, VP of Product and Solution Marketing at Five9, discusses 7 key trends that are shaping the future of the contact center, from social engagement to OmniChannel capabilities. Watch now to access useful advice on maximizing the benefits of these trends within your organization.
Posted: 04 Jun 2015 | Premiered: Apr 2, 2015

Five9

Turkcell improves productivity through processes automation
sponsored by Hewlett-Packard Limited
WHITE PAPER: Turkcell's IT team needed to optimize its resources, focusing on the tens of thousands of incidents and service requests it receives monthly, along with process automation and health checks. Read this white paper to find out how Turkcell's IT team saved 3,300 man-hours each month, while improving quality and supporting digital business processes.
Posted: 03 Jun 2015 | Published: 31 Aug 2013

Hewlett-Packard Limited

A Step-by-Step Map to Reaching Prospects, Qualifying Leads, and Closing Deals
sponsored by Salesforce.com
RESOURCE: This infographic breaks the sales process down into three steps that will ultimately drive more sales for your organization. View now to access an extremely helpful and detailed roadmap to reaching more prospects, qualifying more leads, and closing more deals within your organization.
Posted: 01 Jun 2015 | Published: 01 Jun 2015

Salesforce.com

Is Poor Voice Quality Undermining Your Contact Center's Performance?
sponsored by IR
WHITE PAPER: This resource explores the true consequences of poor voice quality for contact center agents, customers, and the business as a whole.
Posted: 01 Jun 2015 | Published: 31 Dec 2014

IR

Creating the Seamless Omni-channel Experience
sponsored by NetSuite
WHITE PAPER: Read this white paper to see how Australian retailers are adapting to omni-channel shopping, and some of the issues and challenges they've experienced. Examine how the latest generation of retail business systems supports retailers and manufacturers in evolving their omni-channel model.
Posted: 01 Jun 2015 | Published: 01 Jun 2015

NetSuite

Big Sales Improvements are no Tall Order with Analytics-Powered Compensation Management
sponsored by IBM
CASE STUDY: This case study highlights one retailer's ambition of catering to customers by optimizing compensation management. Discover how certain technologies help this company improve sales by rewarding employees for specific selling behaviors.
Posted: 01 Jun 2015 | Published: 30 May 2014

IBM

Customer Testimonial: Chittaranjan Desai of Siemens
sponsored by Five9
VIDEO: Learn how the Siemens Shared Services division moved from an on-premise solution to an alternative to save cost, increase flexibility, and more effectively support over 60,000 employees.
Posted: 01 Jun 2015 | Premiered: 22 Dec 2014

Five9

Solving Contact Center Crises Before they Happen
sponsored by IR
WHITE PAPER: This white paper explores how to detect and solve contact center problems before they affect customers.
Posted: 29 May 2015 | Published: 17 Dec 2014

IR

The Future of Sales: Insights From 14 Thought Leaders
sponsored by Salesforce.com
EBOOK: What do the next 5 years hold for the sales profession? In this resource, 14 of the industry's foremost thought leaders answer this pressing question. Read on to uncover these experts' valuable predictions, insights, and suggestions.
Posted: 29 May 2015 | Published: 29 May 2015

Salesforce.com

Do You Fit the Profile That Wins More Sales?
sponsored by Salesforce.com
EBOOK: There are 5 main ways that salespeople behave with customers, and groundbreaking research has just discovered that one profile crushes quota more than any other. Access this e-book today to reveal the surprising answer, and to learn 3 key steps to growing effective sales reps within your company.
Posted: 29 May 2015 | Published: 29 May 2015

Salesforce.com

Best Practices In Customer Experience Management
sponsored by Microsoft
EGUIDE: This e-guide from the experts at SearchCRM.com explores the role of social media in customer experience management (CEM), and offers tips, tricks and best practices for driving CEM success.
Posted: 29 May 2015 | Published: 19 Nov 2013

Microsoft

Meeting Workforce Demands Why—and How—IT Should Modernize End-User Computing
sponsored by VMware
WHITE PAPER: Access this white paper to find out how Nice Systems minimized user downtime while seamlessly migrating to Windows 7.
Posted: 28 May 2015 | Published: 28 May 2015

VMware

The Knowledge Base of the Future :Five Cutting-Edge Ideas You Can Implement Now
sponsored by Verint Systems
WHITE PAPER: Access this white paper to get 5 cutting edge ideas you can implement now to build a CRM-focused knowledge base.
Posted: 27 May 2015 | Published: 31 Dec 2014

Verint Systems

What Happens When a Contact Center's Communication Systems Fail 72 Hours Before Black Friday?
sponsored by IR
CASE STUDY: 72 hours before Black Friday, one organization's critical communication systems began to fail and business continuity systems crashed. Access this case study to find out what happened; why the outages occurred in the first place; and how to prevent a similar catastrophe within your organization.
Posted: 27 May 2015 | Published: 31 Dec 2014

IR

Successful Customer Experience Management Strategy in a Social World
sponsored by Microsoft
EGUIDE: In this e-guide readers will find best practices for a successful CEM strategy which includes social interactions as well as insight into why social CRM is a business imperative that must be addressed.
Posted: 26 May 2015 | Published: 26 May 2015

Microsoft

3 Easy Steps to Automating Your Sales Cycle
sponsored by Salesforce.com
WHITE PAPER: This resource explains how you can better understand, streamline, and automate your sales process with a CRM solution customized to meet your team's needs.
Posted: 26 May 2015 | Published: 26 May 2015

Salesforce.com
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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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