Customer Service White Papers ( IT Customer Support, Customer Support ) Software Downloads, Definition and Webcasts

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Dec 3, 2009

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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 Reports
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Proven Strategies for Successfully Deploying An Electronic Health Records Solution sponsored by Kofax, Inc. WEBCAST: This on-demand webcast shares proven strategies for getting started with electronic health records, a hot new way to slash labor costs and improve care. Posted: 22 Sep 2009 \| Premiered: 22 Sep 2009 TOPICS: Business Process Management \| Customer Service \| Data Management \| Data Management Software \| Document Management Software \| Electronic Discovery \| Health Care Industry \| Imaging Software \| Medical Records Management \| Payment Processing \| Productivity \| Records Management Software \| Regulatory Compliance

Midmark Aims for Excellence with Efficient Products and Support sponsored by LogMeIn, Inc. CASE STUDY: Find out how healthcare equipment and diagnostic product vendor, Midmark, uses LogMeIn Rescue to give helpdesk support to internal and external users, and customers worldwide on their PC's, Macs and smartphones. Posted: 16 Sep 2009 \| Published: 16 Sep 2009 TOPICS: Call Center Services \| Call Center Software \| CRM \| Customer Satisfaction \| Customer Service \| Customer Support Software \| Health Care Industry \| Help Desk Management \| Help Desk Software \| Mobile CRM \| Remote Control Software \| Smart Phones

For Ceridian, it Pays to Provide High-Quality Support sponsored by LogMeIn, Inc. CASE STUDY: This case study describes how Ceridian used LogMeIn Rescue to streamline its 50-to 90 day implementation process and to increase troubleshooting capabilities for customer support analysts handling 2,500 calls per day. With Rescue in place, Ceridian has experienced an increase in their customer satisfaction rates, which have grown from 83% to 94%. Posted: 16 Sep 2009 \| Published: 16 Sep 2009 TOPICS: Configuration Management \| CRM \| Customer Satisfaction \| Customer Service \| Customer Support Software \| File Transfer Protocols \| Help Desk Management Services \| Help Desk Software \| Remote Control Software \| Remote Support Services

Catalyst XPS - The Solution for Cross-Carrier Small Parcel Shipping From the SAP® Environment sponsored by CDC Global Services - Catalyst WHITE PAPER: This white paper will discuss Catalyst XPS, a tool that can integrate information from all the major small parcel carriers into one view, fully integrated with SAP. Catalyst XPS can save customers money and improve customer service, without creating an additional maintenance burden on their internal IT team. Posted: 15 Sep 2009 \| Published: 15 Sep 2009 TOPICS: CRM \| Customer Service \| ERP \| Manufacturing \| ROI \| SAP (Product) \| Supply Chain Management \| Transportation Management \| Warehouse Management Software

Rational Agile Development Solutions eKit sponsored by IBM ASSESSMENT TOOL: Learn how agile development can lead to improved team efficiency, shorter development cycles, and higher quality software that is better suited to the customer's needs. Posted: 11 Sep 2009 \| Published: 11 Sep 2009 TOPICS: Application Development \| Application Infrastructure \| Application Life-Cycle Management \| Business Development \| Business Management \| Customer Data Integration \| Customer Service \| Customer Support Software

CRM Solution’s Superior Workflows, Multi-Tenancy Create Stronger Customer Service sponsored by Microsoft CASE STUDY: Using the multi-tenancy features of the solution, The Linc Group can tailor the CRM experience for each of its offices and franchisees around the world. The true value of Microsoft [Dynamics] CRM [4.0] is about how successful the tool can make employees in their jobs . . . Posted: 10 Sep 2009 \| Published: 10 Sep 2009 TOPICS: CRM Software \| Customer Data Integration \| Customer Service \| Data Collection \| Data Management \| Multi-Tenant Units \| Work Breakdown Structure

Increasing Customer Experience via Rich Information Applications sponsored by Actuate WHITE PAPER: This whitepaper shares key points and recommendations from leading analysts such as Forrester to assist organizations in leveraging RIAs to enhance online user experience. Posted: 10 Sep 2009 \| Published: 10 Sep 2009 TOPICS: Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Financial Services Industry \| Information Management \| Reporting Software

Microsoft Dynamics CRM Online Case Study: High Five Sportswear sponsored by Microsoft CASE STUDY: Learn how a sports apparel company was able to drastically improve customer service by adopting Microsoft Dynamics as their CRM system. Posted: 10 Sep 2009 \| Published: 10 Sep 2009 TOPICS: CRM \| CRM Software \| Customer Data Management \| Customer Data Management Software \| Customer Service \| Customer Support Software \| Microsoft Outlook \| Sales

Drive Real-World Business Processes with Microsoft Dynamics CRM sponsored by Microsoft WEBCAST: Watch this webcast to learn how Microsoft Dynamics CRM can help you develop and strengthen profitable customer relationships. Posted: 09 Sep 2009 \| Premiered: 09 Sep 2009 TOPICS: CRM \| CRM Software \| Customer Data Management \| Customer Data Management Software \| Customer Service \| Sales and Marketing Software

Introduction to Microsoft Dynamics CRM Online sponsored by Microsoft WEBCAST: This webcast, with an introduction from Steve Ballmer, Microsoft CEO, examines the importance of CRM software has on a company’s bottom line. Posted: 09 Sep 2009 \| Premiered: 09 Sep 2009 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Software \| Customer Data Management \| Customer Retention \| Customer Service \| Customer Support Software \| Sales \| Sales and Marketing Software

Improve Customer Relationships Using the 2007 Office System sponsored by Microsoft WEBCAST: This webcast demonstrates how Microsoft software can help you develop more profitable customer relationships by simplifying how your employees work with colleagues, partners, and customers. Posted: 09 Sep 2009 \| Premiered: 09 Sep 2009 TOPICS: Collaboration \| CRM \| CRM Software \| Customer Interaction Services \| Customer Service \| Microsoft Office \| Productivity \| Sales

Grow Your Business with the Visibility to Capture More Sales Opportunities - Part 2 sponsored by Microsoft WEBCAST: Watch this webcast to learn of the features and benefits in the new version of Microsoft Dynamics CRM 4.0. Microsoft Dynamics CRM offers you innovative ways to access this powerful relationship management solution to empower your employees to respond quickly to customer demands and increase customer satisfaction. Posted: 09 Sep 2009 \| Premiered: 09 Sep 2009 TOPICS: CRM \| CRM Software \| Customer Data Management \| Customer Satisfaction \| Customer Service \| Customer Support Software \| Productivity \| Sales \| Sales and Marketing Software

Taking Relationship Management to a New Level with Microsoft Dynamics CRM sponsored by Microsoft WEBCAST: Join Microsoft Dynamics CRM technology evangelist Phillip Haase in this webcast to learn about the Microsoft strategy and investments in enterprise CRM solutions and to understand how these solutions address the requirements for users, management, and IT. Posted: 09 Sep 2009 \| Premiered: 09 Sep 2009 TOPICS: CRM \| CRM Software \| Customer Data Management \| Customer Satisfaction \| Customer Service \| Sales \| TCO

Professional Basketball Team Expands Customer Base with Microsoft Dynamics CRM sponsored by Microsoft WEBCAST: This webcasts examines the trends, best practices, and competitive advantages of the customer-centric enterprise. Following the discussion with Martha Rogers, we find out how the Portland Trail Blazers have taken advantage of Microsoft Dynamics CRM to improve sales and grow their customer base. Posted: 09 Sep 2009 \| Premiered: 09 Sep 2009 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Service \| Customer Service Best Practices \| Sales \| Sales and Marketing Software

Grow Your Business with Microsoft Dynamics CRM sponsored by Microsoft WEBCAST: View this webcast to see how that Microsoft Dynamics CRM 4.0 gives you the capability to easily create and maintain a clear view of customers from first contact through purchase and post sales. Posted: 09 Sep 2009 \| Premiered: 09 Sep 2009 TOPICS: CRM \| CRM Software \| Customer Data Management \| Customer Service \| Lead Management \| Sales \| Sales and Marketing Software \| Sales Force Automation \| Sales Representatives

Driving Business Process Productivity by Tuning Your Customer-Centric Business Processes for Profit sponsored by Microsoft WEBCAST: This webcast demonstrates how Microsoft Dynamics CRM can be used to capture and manage structured and unstructured sales and marketing customer data within a single, integrated system can help increase your organization's return on investment. Posted: 09 Sep 2009 \| Premiered: 09 Sep 2009 TOPICS: Collaboration \| CRM Software \| Customer Data Management \| Customer Data Management Software \| Customer Profiles \| Customer Service \| Customer Service Best Practices \| Productivity \| Sales and Marketing Software

Do Extraordinary Things Everyday with Microsoft Dynamics CRM! sponsored by Microsoft WEBCAST: In this webcast, we show you how the productivity of your sales, customer service, and marketing teams can be dramatically increased by taking advantage of the enhancements in the newly released Microsoft Dynamics CRM 4.0. Posted: 09 Sep 2009 \| Premiered: 09 Sep 2009 TOPICS: CRM \| CRM Software \| Customer Data Management \| Customer Profiles \| Customer Satisfaction \| Customer Service \| Sales and Marketing Software

Transforming Customer Service into a Strategic Asset sponsored by Microsoft WEBCAST: View this webcast to discover how Microsoft Dynamics CRM can help you transform customer service into a strategic business asset. Posted: 09 Sep 2009 \| Premiered: 09 Sep 2009 TOPICS: Business Intelligence \| CRM \| CRM Software \| Customer Service \| Knowledge Management \| Knowledge Management Software \| Reporting Software

Wealth Management Firms Choose CRM to Improve Productivity and Client Service sponsored by Microsoft WHITE PAPER: To more clearly understand how wealth management firms are using Microsoft Dynamics CRM, Microsoft turned to IT advisory firm Mainstay Partners for an independent assessment. Mainstay Partners interviewed a number of firms to identify the measurable benefits they have achieved through deploying Microsoft Dynamics CRM. Posted: 25 Aug 2009 \| Published: 25 Aug 2009 TOPICS: CRM \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Profiles \| Customer Service \| Microsoft Outlook \| Wealth Management

Solutions Provider Improves Productivity with Flexible Implementation Methodology sponsored by Microsoft CASE STUDY: Stanley Stuart Yoffee & Hendrix, Inc. (SSYH), a Microsoft® Gold Certified Partner based in Florida, implements software solutions utilizing the Microsoft family of products. With large-scale projects across varied industries, the company turned to the Microsoft Dynamics™ Sure Step Methodology to help communicate with customers... Posted: 25 Aug 2009 \| Published: 25 Aug 2009 TOPICS: CRM \| CRM Software \| Customer Data Management \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| ERP \| Productivity \| Project Management

Multitenant CRM Enables Rapid Deployment, Flexible Foundation for Field Sales Team sponsored by Microsoft CASE STUDY: Facing rapid growth, U.S. Dynamics Field Sales needed a sales force automation tool that would map to the team's unique solution-selling process and drive adoption among sales staff. Working with Microsoft® IT, U.S. Dynamics Field Sales deployed Microsoft Dynamics® CRM and integrated it with its legacy CRM system, providing the team with... Posted: 25 Aug 2009 \| Published: 25 Aug 2009 TOPICS: Business Management \| CRM \| CRM Software \| Customer Service \| Sales \| Sales Force Automation \| Sales Representatives \| TCO

With New CRM Solution, Distributor Improves Productivity and Customer Satisfaction sponsored by Microsoft CASE STUDY: Noble Trade is a wholesale distributor of plumbing, heating, and industrial materials. The company lacked a comprehensive CRM tool that would allow employees to keep a close eye on business relationships. To address these challenges, managers selected Microsoft Dynamics™ CRM Online as the company's CRM solution. Posted: 25 Aug 2009 \| Published: 25 Aug 2009 TOPICS: CRM \| CRM Software \| Customer Data Management \| Customer Satisfaction \| Customer Service \| Microsoft Office \| Windows Server 2003

B2B Lead Gen: Marketing ROI Performance & Evaluation Study sponsored by Citrix Online WHITE PAPER: MarketingProfs recently conducted an in-depth study on perceptions, behaviors and lead generation performance. Download the MarketingProfs Report to read the study's full findings and to learn how you can effectively calculate and leverage lead generation ROI within your own organization. Posted: 21 Aug 2009 \| Published: 21 Aug 2009 TOPICS: B2B \| CRM \| Customer Service \| Customer Service Best Practices \| Lead Generation \| Lead Management \| Marketing \| Sales

Business Wire hosts award-winning events for client education with GoToWebinar sponsored by Citrix Online CASE STUDY: Business Wire, a global market leader in commercial news distribution, adopted Citrix® GoToMeeting® with GoToWebinar® in order to enhance communication with clients, increase employee training and deliver added value to customers by providing top-notch educational Webinars. Download the case study to learn more. Posted: 21 Aug 2009 \| Published: 21 Aug 2009 TOPICS: CRM \| Customer Service \| Marketing \| Remote Users \| Training and Educational Services \| Webcasts

Business Fitness Gets in Shape with GoToMeeting Corporate with GoToWebinar sponsored by Citrix Online CASE STUDY: This new case study explores how Citrix® GoToMeeting® Corporate with GoToWebinar® has transformed Business Fitness's sales and marketing efforts, enabling the company to significantly reduce costs, speed up the sales cycle and vastly improve nurturing efforts. Posted: 21 Aug 2009 \| Published: 21 Aug 2009 TOPICS: CRM \| Customer Service \| Marketing \| Sales \| Web Conferencing Software \| Web Services \| Webcasts

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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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