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

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Nov 24, 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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Podcast: The End User Experience: Flexible Computing sponsored by Intel Technology Provider PODCAST: This podcast explores the business benefits of upgrading to a flexible computing environment. Discover how you can help your customers transition to this environment by providing application virtualisation, profile virtualisation and centralised management tools. Posted: 19 Nov 2009 \| Premiered: 19 Nov 2009 TOPICS: Applications Management \| Customer Service \| Desktop Applications Management \| Desktop Management \| User Experience \| Windows

Podcast: The End User Experience: The Working End User sponsored by Intel Technology Provider PODCAST: This podcast provides recommendations to help organizations better meet the diverse computing needs of their customers. Discover how to improve the end user experience with centralised virtual desktops and application virtualisation. Posted: 19 Nov 2009 \| Premiered: 19 Nov 2009 TOPICS: Applications Management \| Customer Service \| Desktop Virtualization \| User Experience \| VARs \| Virtual Desktop Infrastructure

The End User Experience: The Working End User sponsored by Intel Technology Provider WEBCAST: This webcast provides recommendations to help organizations better meet the diverse computing needs of their customers. Discover how to improve the end user experience with centralised virtual desktops and application virtualisation. Posted: 18 Nov 2009 \| Premiered: 18 Nov 2009 TOPICS: Application Performance Management \| Customer Service \| IT Management \| User Experience \| VARs \| Virtual Desktop Infrastructure

Enable Your Workforce with True Anytime, Anywhere Connectivity sponsored by Dell, Inc. ANALYST REPORT: In August 2008, Qualcomm commissioned Forrester Consulting to evaluate the benefits that North American businesses have experienced as a result of providing notebook users with mobile broadband connectivity. In this paper you'll hear what IT and telecom/network decision-makers had to say. Posted: 17 Nov 2009 \| Published: 17 Nov 2009 TOPICS: Broadband Wireless Networks \| CIOs \| Customer Service \| Mobile Device Management \| Mobile Workers \| Network Managers \| Notebook Computers \| SMBs \| WLAN \| Workforce Planning

Service Catalog Management sponsored by Axios Systems WEBCAST: In this webcast, Sharon Taylor, Chief Architect of ITIL V3, shares her tips for building a Service Catalog. Sharon gives practical advice on setting up a Service Catalog as well as the associated challenges and benefits. Posted: 12 Nov 2009 \| Premiered: 12 Nov 2009 TOPICS: Business Service Management \| Cataloging (Information Management) \| Customer Service \| IT Infrastructure \| IT Service Management \| IT Services \| Service Level Management \| SLA

Coca-Cola Enterprises Selects Microsoft SharePoint Online to Advance Productivity sponsored by Microsoft CASE STUDY: Increasing competition motivated Coca-Cola company executives to launch a new strategic direction, mandating a platform to communicate and engage with all employees. It implemented a Microsoft-based hosted worldwide intranet with messaging and collaboration tools, which are accessible to all employees from any device. Posted: 11 Nov 2009 \| Published: 11 Nov 2009 TOPICS: Collaboration \| Collaborative Applications Software \| Customer Service \| Employee Performance Management (EPM) \| IT Infrastructure \| Productivity \| Remote Users

A Guide to the Value of Reliable Data in Manufacturing sponsored by DataFlux Corporation WHITE PAPER: This paper examines the impact of unreliable data on manufacturing companies. It then defines the requirements needed to guarantee data reliability in manufacturing and offers a practical approach to creating and governing that data. Posted: 04 Nov 2009 \| Published: 04 Nov 2009 TOPICS: Compliance Best Practices \| Customer Service \| Data Quality \| Governance, Risk, Compliance (GRC) \| Manufacturing \| Manufacturing Industry Organizations \| Metadata Standards \| Risk Assessment \| Risk Management

A Better Bottom Line - Implementing Efficient Business Solutions sponsored by SAP AG WHITE PAPER: Efficient operations help you better control costs and enable you to offer more competitive pricing and terms to your customers. SAP Business One, a single, affordable application designed for small businesses, lets you streamline operations, access accurate information quickly, and get a 360-degree view of key business areas. Posted: 30 Oct 2009 \| Published: 30 Oct 2009 TOPICS: Business Management \| Customer Service \| Enterprise Applications Software \| Productivity \| SAP (Product) \| Small Businesses \| SMBs

How Technology Can Help You Expand Your Business sponsored by SAP AG WHITE PAPER: Your company's growing fast. Your days are consumed with the flurry of activities it takes to manage that expansion. With the right business management software, you can integrate your business, improve customer service, make more informed business decisions, and move into online sales. Posted: 30 Oct 2009 \| Published: 30 Oct 2009 TOPICS: Business Management \| CIOs \| Customer Service \| Data Management \| SAP (Product) \| Small Businesses \| SMBs \| Software

How to Maximize Revenue by Sending Targeted Promotions to Customers sponsored by Infor CRM WHITE PAPER: This paper discusses the key obstacles that stand in the way of marketers garnering good insights into retention rates and customer profitability and presents a solution on how to overcome these obstacles. You'll also learn how to increase customer loyalty and retention while increasing revenue. Posted: 23 Oct 2009 \| Published: 23 Oct 2009 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Market Trends \| Marketing

Focusing on High-Tech Manufacturers sponsored by Infor CRM WHITE PAPER: This paper explores the idea that to effectively compete today and into the next generation, high-tech manufacturers must rethink their customer relationship management (CRM) strategies. Read on to learn the three strategies high-tech manufacturers must do if they want to be profitable tomorrow and in the years to come. Posted: 23 Oct 2009 \| Published: 23 Oct 2009 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Manufacturing \| Manufacturing Industry

Next Generation Customer Focus: Strategies and Business Activities Necessary for World-Class Performance and Success sponsored by Infor CRM WHITE PAPER: This paper focuses on consumer products manufacturers and the strategy of customer-focused innovation, exploring NGM study questions and examines business areas where customer-focused innovation has potential to influence performance outcomes. Read on to learn how ways to effectively identify and satisfy customer demand. Posted: 23 Oct 2009 \| Published: 23 Oct 2009 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Manufacturing \| Manufacturing Industry

Focusing on Food & Beverage Manufacturers: Three Strategies for Profitability Tomorrow and in Years to Come sponsored by Infor CRM WHITE PAPER: This paper explores the idea that to effectively compete today and into the next generation, F&B manufacturers must rethink their customer relationship management (CRM) strategies. Read on to learn the three strategies F&B manufacturers must do if they want to be profitable tomorrow and in the years to come. Posted: 22 Oct 2009 \| Published: 22 Oct 2009 TOPICS: Business Performance Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Manufacturing \| Product Management

Cashing in on Customer Intelligence in the Financial Services Industry sponsored by Infor CRM WHITE PAPER: In this 1to1 Executive Dialogue, Don Peppers and Steve Muran talk about the importance of customer retention, the need to integrate disparate sources of data, and the opportunity for financial institutions to rebuild customer trust as a means to competitive advantage. Posted: 22 Oct 2009 \| Published: 22 Oct 2009 TOPICS: Business Intelligence \| Business Intelligence Software \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Financial Industry Organizations

Optimize Customer Experience to Achieve Competitive Advantage sponsored by Wipro Technologies WHITE PAPER: Outsourcing Center and Wipro performed a survey that aimed to gauge how banking institutions are doing with their customer experience initiatives. While not a complete picture of how these financial institutions are progressing with their customer experience efforts, survey results point to some general trends and beliefs in this important area. Posted: 21 Oct 2009 \| Published: 21 Oct 2009 TOPICS: Banking Industry \| CRM \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Surveys

Dell Virtualization: Simplifying the Path to Profit sponsored by Dell, Inc. and Intel WEBCAST: This webinar will explain Dell's virtualization approach and discuss Dell's virtualization optimized technologies; explaining the methodologies and approaches taken to help you work with customers to bundle more solutions and services when selling virtualization solutions. Posted: 07 Oct 2009 \| Premiered: 07 Oct 2009 TOPICS: Blade Servers \| Customer Service \| Data Center Management \| Server Hardware \| Server Virtualization \| Storage Hardware \| Storage Virtualization

Circumstances and Customers Have Changed: Has Your Loyalty Program Kept Pace? sponsored by Oracle Corporation WHITE PAPER: According to the 2009 COLLOQUY Loyalty Marketing Census, while the average household is enrolled in 14.1 loyalty programs, they're only active in 6.2 programs. In fact, poorly implemented loyalty strategies can actually diminish customer loyalty. So what do you do? Find out in this new complimentary white paper by Peppers & Rogers Group and Oracle. Posted: 02 Oct 2009 \| Published: 02 Oct 2009 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Profiles \| Customer Satisfaction \| Customer Service

ERP in SMB: Exploring Growth Strategies sponsored by SAP WHITE PAPER: This report is a road map for SMBs seeking to meet the corporate goals of growth strategies and customer service through Best-in-Class ERP implementation. Posted: 28 Sep 2009 \| Published: 28 Sep 2009 TOPICS: Business Intelligence \| Business Management \| Business Process Management \| Customer Service \| Customer Service Best Practices \| ERP \| ERP Software \| SMBs

Business Success in a Dark Market: An Inside Look at How the Fraud Underground Operates sponsored by RSA, The Security Division of EMC WHITE PAPER: The fraud underground is a sophisticated criminal enterprise that operates much like a real-world business. This white paper examines how the fraudster underground operates, the intricate supply chain that supports it, and how it continues to evolve. Posted: 25 Sep 2009 \| Published: 25 Sep 2009 TOPICS: Customer Data Management \| Customer Loyalty \| Customer Service \| Email Management \| Email Security \| Email Threats \| Fraud Protection \| Password Management \| Phishing \| Spam

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

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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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