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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
251 - 275 of 541 Matches Previous Page  | Next Page
CW+: Quocirca report: Telecoms re-invention - optimising the online customer experience
sponsored by ComputerWeekly.com
WHITE PAPER: As networks, devices and media converge, telecoms companies have increasingly complex catalogues of products and services on offer to customers who are, in turn, becoming more aware that they can easily switch to other providers.
Posted: 21 Oct 2011 | Published: 24 Aug 2010

ComputerWeekly.com

What is the Value of Unified Communications?
sponsored by Avaya
EGUIDE: The benefits of unified communications are apparent to network managers, but how can you figure out the value it will add to your organization?
Posted: 16 Nov 2011 | Published: 16 Nov 2011

Avaya

Social Business Podcast Series
sponsored by IBM
PODCAST: A Social Business enables its employees – and customers – to more easily find the information and expertise they seek. Access this podcast series for an in-depth guide to establishing a Social Business for real-time communication and collaboration.
Posted: 16 Nov 2011 | Premiered: Nov 16, 2011

IBM

Gilt Groupe moves to Virtualzation and Triple's Web Traffic with Riverbed Stingray
sponsored by Riverbed Technology, Inc.
CASE STUDY: This case study discusses an online reatailer's move to virtualization to increase profits and customer service.
Posted: 09 Nov 2011 | Published: 09 Nov 2011

Riverbed Technology, Inc.

A 360° Approach for Analyzing the Voice of the Customer Across Multiple Communications Channels
sponsored by Verint Systems
WHITE PAPER: The way you strategize your customer service and interactions is changing thanks to abundance of ways for your customers to reach your business. Read this white paper to learn how to adapt to these changes.
Posted: 03 Nov 2011 | Published: 03 Nov 2011

Verint Systems

JBoss Enterprise Middleware, by Red Hat: Technical Support Services Leader
sponsored by Red Hat
WHITE PAPER: This white paper discusses the features of JBoss Enterprise Middleware and highlights technical and customer support as the key characteristic that sets this middleware apart from the competition.
Posted: 03 Nov 2011 | Published: 01 Nov 2011

Red Hat

Inside the Midmarket: A 2011 Perspective - An environment like no other - IBM Worldwide Study
sponsored by IBM
WHITE PAPER: In our increasingly intelligent, instrumented, and interconnected world, midsize businesses are finding new ways to use information and technology to be smarter about how they work, where they invest, and the way they interact with their customers.
Posted: 27 Oct 2011 | Published: 27 Oct 2011

IBM

Microsoft Dynamics CRM Trial Page
sponsored by Microsoft
SOFTWARE DEMO: Microsoft Dynamics CRM helps increase productivity and create a connected organization that is equipped to please your customers. The result is a compelling and engaging experience for customers that sets your business apart.
Posted: 24 Oct 2011 | Premiered: 24 Oct 2011

Microsoft

The Total Economic Impact Of Microsoft Dynamics CRM 2011
sponsored by Microsoft
WHITE PAPER: Businesses widely deploy CRM solutions, and interest in expanding their use is high. Access this Forrester report to examine the total economic impact and potential return on investment(ROI) of one CRM software deployment.
Posted: 21 Oct 2011 | Published: 21 Oct 2011

Microsoft

Tip Guide: Retail best practices for in-memory analytics in SAP environments
sponsored by SAP America, Inc.
EGUIDE: Learn how to successfully manage new challenges in the retail industry.
Posted: 21 Oct 2011 | Published: 21 Oct 2011

SAP America, Inc.

Optimizing Business Productivity: Do More for Your Customers and Your Business
sponsored by Microsoft
WHITE PAPER: As organizations work to meet the complex requirements of today’s fast-paced business environment, they must harness tools that optimize productivity and deliver solid ROI. Learn about cloud-based CRM tools that provide frontline employees with real-time access to customer information that can help to boost productivity and performance.
Posted: 20 Oct 2011 | Published: 20 Oct 2011

Microsoft

A realist's guide to building bottom line revenue and customer loyalty with social CRM
sponsored by SugarCRM Inc.
EBOOK: Is social CRM just hype or is it really worth your business's time? Read this eBook from SearchCRM.com for expert advice.
Posted: 19 Oct 2011 | Published: 17 Oct 2011

SugarCRM Inc.

Unleash the Power of Marketing to Drive Innovation and Profit
sponsored by SAS
WHITE PAPER: In this white paper, learn what genuine customer centricity looks like, why it matters more than ever, and how organizations can achieve it.
Posted: 11 Oct 2011 | Published: 11 Oct 2011

SAS

Effectively Balancing Speed, Quality and Cost Metrics
sponsored by Citrix Online- GoToAssist
WHITE PAPER: Read this white paper to gain insight to new ways to leverage remote support platforms to create effective dashboards for customer and technical support. Along with recommendations for what to include in service dashboards.
Posted: 10 Oct 2011 | Published: 10 Oct 2011

Citrix Online- GoToAssist

Delivering exceptional web experiences - IBM Web Content Manager
sponsored by IBM
WHITE PAPER: Learn how your organization can more easily create content, target individuals with relevant content and optimize content devliery on your website and more!
Posted: 04 Oct 2011 | Published: 04 Oct 2011

IBM

SearchBusinessAnalytics.com eGuide: Leveraging predictive analytics for improved customer understanding
sponsored by IBM
EGUIDE: In this e-guide you'll learn how two top airlines implemented and leveraged predictive analytics to analyze customer feedback and increase satisfaction.
Posted: 27 Sep 2011 | Published: 27 Sep 2011

IBM

ebizQ.net Tip Guide: Evolving your dynamic case management strategy
sponsored by IBM
EGUIDE: This Tip Guide describes how DCM can benefit financial services firms and offers expert advice on best practices and pitfalls in DCM adoption.
Posted: 16 Sep 2011 | Published: 16 Sep 2011

IBM

Mobility in ERP 2011
sponsored by Sage Software
WHITE PAPER: This research report provides a comprehensive and in-depth look at the type of benefits can you expect to achieve by extending ERP beyond the desktop.
Posted: 13 Sep 2011 | Published: 13 Sep 2011

Sage Software

Andorra Telecom Increases Operational Efficiency and Improve Customer Satisfaction with Vitria’s Operational Intelligence and Exception Management Solutions
sponsored by Vitria Technology, Inc.
CASE STUDY: Check out this comprehensive case study to see how Vitria's Operational Intelligence and Exception Management Solutions helped Andorra Telecom increase their enterprise's customer service and operations.
Posted: 23 Aug 2011 | Published: 23 Aug 2011

Vitria Technology, Inc.

Empowering Your Mobile Worker
sponsored by Box
WHITE PAPER: In this white paper, assess mobile content management solutions. Uncover the security and device management capabilities of a variety of products and learn how to empower your users and IT.
Posted: 18 Aug 2011 | Published: 31 Mar 2011

Box

Mobility in the Enterprise: Professional Productivity with Intel® Core™ i5 vPro™ processor
sponsored by Intel
CASE STUDY: This case study discusses the reasons why one company decided to replace their existing laptops every two years. Find out how implementing this strategy benefited both employees and end users.
Posted: 03 Aug 2011 | Published: 02 Aug 2011

Intel

Client Case Study: Bouyges Telecom
sponsored by IBM
WHITE PAPER: In this case study, Bouygues Telecom uses an analysis platform to help it proactively uncover online and in-store fraud by consumers, dealers and organized crime groups, and prevent the subsequent loss of products and revenue.
Posted: 28 Jul 2011 | Published: 28 Jul 2011

IBM

LogMeIn Rescue Case Study: Improving Remote Assistance Efficiency at Sophos
sponsored by LogMeIn, Inc.
WHITE PAPER: Sophos chose LogMein Rescue to help them improve their remote assistance efficiency .LogMeIn Rescue has made the job of administering their remote assistance tool much easier, but it also impacts the tech and the end customer.
Posted: 27 Jul 2011 | Published: 27 Jul 2011

LogMeIn, Inc.

Transforming the Help Desk with Remote Support Services
sponsored by LogMeIn, Inc.
WHITE PAPER: This whitepaper looks at the challenges and solutions for providing technical support to customers. Learn about a support solution offering full support to customers remotely while tracking end-user feedback for start-ups to large organizations.
Posted: 27 Jul 2011 | Published: 27 Jul 2011

LogMeIn, Inc.

Garanti Teknoloji aids IT productivity with simplified mainframe operations
sponsored by CA Technologies.
CASE STUDY: This success story identifies the risks and consequences of poor mainframe management. Find out how one organization simplified this essential process and maintained its reputation and customer satisfaction.
Posted: 25 Jul 2011 | Published: 25 Jul 2011

CA Technologies.
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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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