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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
151 - 175 of 783 Matches Previous Page  |  Next Page
Nucleus Research Report: Phase Out Legacy CRM Tools to Drive Business Success
sponsored by Salesforce.com
WHITE PAPER: Download this free Nucleus Research Report to learn the top reasons to upgrade your legacy CRM apps. Discover how you can increase agent productivity, decrease average handle time, and more.
Posted: 15 Jan 2016 | Published: 31 Oct 2015

Salesforce.com

4 Steps to Incredible Customer Service
sponsored by Salesforce.com
WHITE PAPER: Recently, Salesforce surveyed more than 1,900 global service leaders for their 2015 State of Service report. In this e-book, uncover the 4 actions top performers are taking to deliver exceptional service.
Posted: 15 Jan 2016 | Published: 31 Dec 2015

Salesforce.com

CRM Success Stories: Pandora Jewelry LLC
sponsored by Microsoft
WHITE PAPER: This case study reveals how Pandora implemented a globally connected, collaborative environment to quickly adapt and respond to the needs of its expanding customer base and enabled employees with self-service access to crucial customer data. Discover how you can similarly achieve customer focus.
Posted: 08 Jan 2016 | Published: 06 Nov 2015

Microsoft

CRM Success Stories: Amway Korea
sponsored by Microsoft
WHITE PAPER: Access this infographic and learn how Amway Korea improved service quality and better decision-making by enabling employees with an integrated CRM strategy. Learn how their approach can help you remain competitive and ensure customer satisfaction.
Posted: 08 Jan 2016 | Published: 10 May 2015

Microsoft

CRM Success Stories: Shell Card Services
sponsored by Microsoft
WHITE PAPER: By bringing its CRM approach up to speed, Shell enhanced sales and revenue growth. Access this infographic and learn how you can achieve similar benefits.
Posted: 08 Jan 2016 | Published: 25 Jun 2015

Microsoft

Self-Service CRM Success Stories: Metro Bank
sponsored by Microsoft
WHITE PAPER: CEO Craig Donaldson can attest firsthand how self-service CRM not only helped his colleagues engage people, but also helped Metro Bank stand out in the financial services industry for its exceptional customer focus. Learn how Metro Bank delivered a consistent customer journey and turned customers into fans.
Posted: 08 Jan 2016 | Published: 23 Jun 2015

Microsoft

CRM Stories: Rogerseller
sponsored by Microsoft
RESOURCE: In this resource, Rogerseller's Geraldine Smallacombe illustrates how she was able to give her customers a more dynamic journey. Access now and learn how to achieve a social presence that engages customers and gauges sentiment, in-depth knowledge of preferences and profiles that results in better targeting, and more.
Posted: 07 Jan 2016 | Published: 24 Jun 2015

Microsoft

Case Study: Nissan Motor Company Achieves Omotenashi
sponsored by Microsoft
WHITE PAPER: In this case study, learn how Nissan developed a CRM strategy to better understand customers' individual needs long after they purchase a car. Access now to learn how their strategy can help you anticipate what the customer wants.
Posted: 06 Jan 2016 | Published: 06 Jan 2016

Microsoft

How the Sales Landscape has Changed
sponsored by Microsoft
WHITE PAPER: Backed by useful stats on how your peers are selling effectively, this detailed infographic reveals 3 steps to optimal sales. Tap this resource and discover details of each step that can help you deliver the distinctive client experience.
Posted: 06 Jan 2016 | Published: 06 Jan 2016

Microsoft

How to Maximize Sales Productivity in the Modern Workplace
sponsored by Microsoft
WHITE PAPER: This white paper presents a three-step strategy towards selling more effectively. Access now and get details on staying focused, winning faster, and building trust.
Posted: 16 Dec 2015 | Published: 16 Dec 2015

Microsoft

Turn Social Sentiment into Opportunity with CRM and Analytics
sponsored by Microsoft
WHITE PAPER: In this guide, you'll uncover tips on how to reach customers at the point of influence with social marketing. Learn why social engagement plays a critical role in bridging the gap between your digital campaigns and the conversations they spark.
Posted: 15 Dec 2015 | Published: 15 Dec 2015

Microsoft

CRM & Manufacturing: Working Hand in Glove
sponsored by Microsoft
WHITE PAPER: This white paper introduces a Sales Transformation Pyramid (STP) model, a step-by-step methodology for effecting a positive transformation in your company's sales performance. Access this framework to learn how you can optimize your enterprise's sales performance and refine your internal processes, communication, and agility.
Posted: 24 Nov 2015 | Published: 24 Nov 2015

Microsoft

Case Study: Meeting User Expectations with Integrated ERP
sponsored by Unit4
WHITE PAPER: Get the level of technology you expect at home in your organization with integrated ERP. Learn how a ERP tools can meet user expectations while supporting data-driven decision making with analytics.
Posted: 24 Nov 2015 | Published: 24 Nov 2015

Unit4

Marketing Case Study: Uponor's Customer-focused Digital Strategy
sponsored by Sitecore
CASE STUDY: But Upnor wanted to launch two audience-specific portal sites to provide customer focused content via the web so they chose one vendor to help them reach their goal. Access this case study now to learn what solution Upnor chose and how they were able to increase sales leads by 50%.
Posted: 19 Nov 2015 | Published: 19 Nov 2015

Sitecore

Service Delivery Refresh Delivers High ROI, Efficiency
sponsored by Hewlett-Packard Enterprise
WHITE PAPER: This case study explores how a leading telecom provider in Ireland restructured their reactive IT service management (ITSM) framework to one that is proactive. Learn how this new automated service delivery model achieved significant savings, better customer service ratings, and more.
Posted: 18 Nov 2015 | Published: 31 Dec 2013

Hewlett-Packard Enterprise

7 Lessons from visionary Context Marketers
sponsored by Sitecore
WHITE PAPER: Learn why it's critical for marketers to develop a new mindset to match the expectations of the empowered customer. Plus, uncover how your marketing team can create intuitive, contextual experiences that can exceed customer expectations, and drive more business to your door.
Posted: 18 Nov 2015 | Published: 18 Nov 2015

Sitecore

5 Questions Every Customer Service Department Should be Able to Answer and How Analytics can Help Answer Them
sponsored by Salesforce.com
WHITE PAPER: In this white paper, learn customer service teams can leverage customer data using a mobile-first analytics platform to increase productivity. Additionally, learn the answers to 5 questions that are essential for customer service success.
Posted: 18 Nov 2015 | Published: 18 Nov 2015

Salesforce.com

Birkenstock Customer Story
sponsored by OpenText
CASE STUDY: Discover what system allowed Birkenstock USA to increase efficiency, improve brand consistency and save time and money leading to headcount reallocation by accessing this exclusive case study now. Delve deeper into Birkenstocks asset management problem and learn if their solution could be right for your business.
Posted: 26 Oct 2015 | Published: 26 Oct 2015

OpenText

Buyer's Guide: Optimize Your Customer Engagement with CCM
sponsored by Kofax from Lexmark
WHITE PAPER: A customer communications management (CCM) solution helps you manage increasingly digital and diverse customer interaction. Access this informative resource to see an evaluation checklist that'll tell you the 7 core requirements to look for in a CCM solution.
Posted: 15 Jan 2016 | Published: 31 Dec 2015

Kofax from Lexmark

Case Study: How an Insurance Company Took Control of Customer Communication
sponsored by Kofax from Lexmark
CASE STUDY: Access this case study to learn how a major insurance company ensured their business agility by introducing a centralized customer communications platform that enabled them to manage both electronic and paper documents from a single point of control.
Posted: 14 Jan 2016 | Published: 31 Dec 2015

Kofax from Lexmark

Top 4 Emerging Mobile App Strategies
sponsored by Magnet
WHITE PAPER: This e-book digs into the top 4 emerging mobile app strategies for 2016 that can help you win customer loyalty. Rely on this guide as your "cheat sheet" to enabling better mobile experiences for today's always on-the-go customers.
Posted: 18 Dec 2015 | Published: 18 Dec 2015


Ensuring VoIP Quality at Healthcare Call Centers
sponsored by NetScout Systems, Inc.
CASE STUDY: In this case study, learn how this healthcare insurance provider gained visibility into call noise sources and discovered the origin of their call issues.
Posted: 23 Nov 2015 | Published: 11 Feb 2015

NetScout Systems, Inc.

Internet of Things (IoT) Reports and Videos
sponsored by SAP
WHITE PAPER: Access this resource portal to find a rich collection of Internet of Things (IoT) reports and videos revealing the technological, economic, and social impacts of the hyper-connected economy.
Posted: 19 Nov 2015 | Published: 19 Nov 2015

SAP

Case Study: Roofing Company Improves Customer Satisfaction with Cloud CRM
sponsored by Microsoft
VIDEO: This video highlights a cloud-based CRM software that allows organizations to manage customer relations efficiently and automates mundane tasks. Access now to see how this technology can ensure that your customers receive the experience they expect and increase overall customer satisfaction.
Posted: 10 Nov 2015 | Premiered: 10 Nov 2015

Microsoft

How to Achieve Effective Selling and Make Data-Driven Decisions
sponsored by Microsoft
WHITE PAPER: This whitepaper offers a presentation detailing how to reach achieve effective selling with the help of a data insight tool. Learn how you can help your enterprise gain insight from your data to make data-driven decisions that will improve your client relationship management strategies.
Posted: 09 Nov 2015 | Published: 31 Dec 2014

Microsoft
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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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