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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 ServiceReports
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Contact Center Transformation
sponsored by Hewlett-Packard Company
WEBCAST: This webcast highlights a call center solution that responds to ongoing market changes based on real-time analytics, so that businesses can make the necessary adjustments and continue to offer top customer service while controlling costs.
Posted: 17 Jan 2014 | Premiered: Jan 17, 2014

Hewlett-Packard Company

Helping United Soar to New Heights
sponsored by Hewlett-Packard Company
WEBCAST: View this short webcast to see how United Airlines benefited from a flexible data center solution that ensured constant availability, as well as the scalability to meet their ever-changing environment needs.
Posted: 02 Jan 2014 | Premiered: Jan 2, 2014

Hewlett-Packard Company

Create a Strong, Dynamic Customer Experience
sponsored by Hewlett-Packard Limited
WHITE PAPER: This resource explores the changing e-commerce landscape, and investigates how developing an omni-channel environment can help you create a strong, dynamic customer experience.
Posted: 19 Dec 2013 | Published: 30 Nov 2012

Hewlett-Packard Limited

Omnichannel Shoppers Trendagram
sponsored by Hewlett-Packard Limited
WHITE PAPER: This brief infographic takes a by-the-numbers look at omnichannel shopping trends, customer expectations, and the key opportunities that are emerging for retailers.
Posted: 18 Dec 2013 | Published: 31 Aug 2013

Hewlett-Packard Limited

Big Job: Understanding the 'Omni-consumer'
sponsored by Hewlett-Packard Limited
WHITE PAPER: This resource explains how a predictive analytics strategy can help you navigate customer engagement and handle omnichannel operational challenges.
Posted: 18 Dec 2013 | Published: 31 Jul 2013

Hewlett-Packard Limited

Delivering omni-channel shopping - Using information management and analytics in consumer industries and retail
sponsored by Hewlett-Packard Limited
WHITE PAPER: This resource examines the data-oriented trends affecting consumer industries and retailers, and evaluates next-generation analytics strategies that are driving success.
Posted: 17 Dec 2013 | Published: 28 Feb 2013

Hewlett-Packard Limited

Taking control of the customer experience in retail banking
sponsored by Hewlett-Packard Limited
WEBCAST: This on-demand webcast examines the value of customer-centricity in retail banking, and offers key insights to help you take control of the customer experience.
Posted: 17 Dec 2013 | Premiered: Nov 12, 2013

Hewlett-Packard Limited

CIO insights: Moving from the back office to the front line
sponsored by ComputerWeekly.com
ESSENTIAL GUIDE: This major global C-level survey from IBM examines the changing role of the CIO and makes recommendations for CIOs who want to move from the back office to the front line of the business.
Posted: 04 Dec 2013 | Published: 04 Dec 2013

ComputerWeekly.com

Gartner: What CIOs should know about cloud‑based customer service
sponsored by ComputerWeekly.com
ANALYST BRIEF: IT leaders and managers of customer support need to understand the limits of cloud-based CRM customer service and support software solutions, writes Michael Maoz, vice-president and distinguished analyst at Gartner.
Posted: 25 Nov 2013 | Published: 25 Nov 2013

ComputerWeekly.com

Five customer experience management lessons learned from ‘Breaking Bad’
sponsored by SearchCRM
EGUIDE: This expert e-guide counts down five customer experience management (CEM) lessons that your organization can learn from TV's Breaking Bad.
Posted: 25 Nov 2013 | Published: 25 Nov 2013

SearchCRM

Digital CRM and the Customer Experience
sponsored by IBM
EGUIDE: Download this expert e-guide to explore the role of digital CRM in reshaping customer experience and learn how small businesses compete in e-commerce with same day shipping.
Posted: 19 Nov 2013 | Published: 19 Nov 2013

IBM

Best Practices in Customer Experience Management
sponsored by SearchCRM
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: 19 Nov 2013 | Published: 19 Nov 2013

SearchCRM

Engaging Customers: New Lessons around Customer Behavior
sponsored by SearchCRM
EGUIDE: This expert e-guide counts down five customer experience management (CEM) practices that drive success. Also inside, learn how one organization executed an effective mobile CEM strategy. Read on to learn more.
Posted: 19 Nov 2013 | Published: 19 Nov 2013

SearchCRM

Today's customer service starts with mobile, social consciousness
sponsored by SearchBusinessAnalytics
EZINE: A company's social consciousness, or multichannel awareness, can help it improve customer relationships and the bottom line – in this issue of Business Information.
Posted: 25 Oct 2013 | Published: 25 Oct 2013

SearchBusinessAnalytics

Billing as a Strategy for Building Customer Loyalty and Retention
sponsored by Fusebill
WHITE PAPER: This resource examines the importance of billing in subscription sales, and details how you can use billing to build customer loyalty and retention.
Posted: 30 Dec 2013 | Published: 30 Dec 2013

Fusebill

Puzzling: Finding the Missing Pieces of your Customer Picture
sponsored by IBM
WEBCAST: In this on-demand video, learn about the need for a complete customer view, and discover how the right big data and analytics tools can help you get there by giving you the power to predict customer behaviors, improve customer engagement, and more.
Posted: 27 Dec 2013 | Premiered: Sep 3, 2013

IBM

The Mobile Engagement Market: Top Providers and Offerings
sponsored by Hewlett-Packard Limited
ANALYST REPORT: This report from Forrester Research examines why and how mobility is becoming the foundation for customer engagement and offers key recommendations to help CIOs find mobile engagement success.
Posted: 20 Dec 2013 | Published: 06 Aug 2013

Hewlett-Packard Limited

Connected Customer Centricity - MS perspective on the Retail Industry
sponsored by Microsoft India
WHITE PAPER: This resource reveals how your organization can develop successful customer-centric strategies and deliver superior customer value.
Posted: 19 Dec 2013 | Published: 31 Jan 2012

Microsoft India

Big Data Success Stories: Practical Approaches For Achieving Results
sponsored by IBM
CASE STUDY: This comprehensive resource collects a number of big data success stories. Read on now to discover how organizations such as Barnes & Noble, Harvard Medical School, and macys.com realized the full potential of big data and drove profitability and growth.
Posted: 05 Dec 2013 | Published: 31 Oct 2012

IBM

Cashing in on Customer Insight
sponsored by IBM
WHITE PAPER: This resource explains how customer analytics can help your organization monetize customer insights and compete in a global marketplace.
Posted: 11 Nov 2013 | Published: 31 Dec 2012

IBM

Call Center Analytics: The Bottom Line
sponsored by Genesys
EGUIDE: This expert e-guide homes in on customer experience analytics and the tools and strategies that lead to success. Also inside, separate contact center analytics fact from fiction.
Posted: 11 Nov 2013 | Published: 11 Nov 2013

Genesys

How Satisfied Are Your Customers?
sponsored by IBM
WHITE PAPER: This brief resource provides statistics and other insights that explain why it's more important than ever to provide excellent customer service and experiences. Read on to learn more.
Posted: 11 Nov 2013 | Published: 11 Nov 2013

IBM

IBM Watson Engagement Advisor
sponsored by IBM
WHITE PAPER: The following white paper outlines the recent change in the consumer market and how to ensure that you are delivering the best customer service.
Posted: 01 Nov 2013 | Published: 01 Nov 2013

IBM

Retail Branch Networks: The Keystone to Bank-Customer Relationships
sponsored by Hewlett-Packard Limited
WHITE PAPER: The following white paper addresses the best practices to consider within brank banking locations with information tailored specifically for P2P relationships.
Posted: 29 Oct 2013 | Published: 29 Oct 2013

Hewlett-Packard Limited

Guide to Customer Experience Management Best Practices, Technologies Reader
sponsored by Genesys-Angel
EGUIDE: This guide consists of articles that shed light on the new technologies shaping CEM today and offers advice on strategies and best practices organizations can use to optimize customer relations, increase profit and keep up with their consumers.
Posted: 18 Oct 2013 | Published: 18 Oct 2013

Genesys-Angel
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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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