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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
26 - 50 of 629 Matches Previous Page  |  Next Page
Case Study: Increased Storage Performance Boosts Customer Satisfaction
sponsored by Kaminario
CASE STUDY: In this case study, witness how DAS Health eliminated application performance bottlenecks with an all-flash array solution that improved their data management and I/O speeds. Read on to learn how you can manage your future storage growth and provide seamless customer service with this flash storage system.
Posted: 26 Apr 2016 | Published: 26 Apr 2016

Kaminario

Six Tips to Use Social Media to Win Leads, Make Friends, and Influence Your Community
sponsored by Solarwinds N-able
EBOOK: Proper social media usage can spell amazing success for your organization. Access this eBook to learn six strategies to improve how your organization utilizes the most popular communication channels and reach more customers than ever.
Posted: 25 Apr 2016 | Published: 30 Dec 2015

Solarwinds N-able

Golden Rules to Developing a Winning Sales Strategy
sponsored by Solarwinds N-able
EBOOK: To ensure your business's success, your sales team needs to have the best possible strategy. Access this eBook for five rules your strategy needs to follow to ensure your team's success.
Posted: 25 Apr 2016 | Published: 30 Dec 2015

Solarwinds N-able

Navigating The Data Quality Challenges of CRM
sponsored by Trillium Software
WHITE PAPER: This white paper examines why data quality is essential to effective CRM initiatives and provides ideas on how you can achieve customer data integrity.
Posted: 25 Apr 2016 | Published: 25 Apr 2016

Trillium Software

Eight Essential Helpdesk Tools Every MSP Needs
sponsored by Solarwinds N-able
WHITE PAPER: Everyone knows that you need the right tools for the job. The problem is that there are so many tools on the market that it is hard to determine which are best for your business. Access this white paper to learn about the eight must-have tools for your MSP business.
Posted: 20 Apr 2016 | Published: 06 Apr 2016

Solarwinds N-able

Real-Time Operational Insights Enable Proactive Management and Performance Visibility at 2degrees
sponsored by Splunk
CASE STUDY: New Zealand telco company 2degrees needed to increase operational visibility to optimize their customer care services. Discover what software helped them get real-time insights by downloading this case study now.
Posted: 13 Apr 2016 | Published: 13 Apr 2016

Splunk

Tesco.com Accelerates Development Through Deep Understanding of Customer Behavior
sponsored by Splunk
CASE STUDY: British grocery and general merchandise retailer Tesco wanted to better track and understand customer behaviors on their website Tesco.com. They turned to one platform to help them improve customer satisfaction and reduce revenue loss. Learn more now.
Posted: 12 Apr 2016 | Published: 12 Apr 2016

Splunk

Operational Intelligence Supporting Online Growth at John Lewis
sponsored by Splunk
CASE STUDY: Prominent retailer John Lewis needed to improve operational intelligence to maintain their reputation for exceptional customer service. Discover what software enabled them to improve visibility with real time operational insights.
Posted: 11 Apr 2016 | Published: 11 Apr 2016

Splunk

Seize The Data: Engage your customer
sponsored by Hewlett-Packard Enterprise
RESOURCE: Discover how one big data analytics platform helped NASCAR quickly and easily extract valuable insights from their customer data.
Posted: 07 Apr 2016 | Published: 07 Apr 2016

Hewlett-Packard Enterprise

Building the Business Case for a Service Desk
sponsored by LogicNow
WHITE PAPER: The old adage "Garbage In, Garbage Out" is exactly what you'll get if your service desk application isn't simple to use and simplicity is a key ingredient. Access this white paper to ensure the processes you have in place will achieve the level of success you are looking for with your MSP business.
Posted: 01 Apr 2016 | Published: 30 Dec 2015

LogicNow

Brand Loyalty in the Digital Age
sponsored by Axway
WHITE PAPER: In this challenging landscape discover how you can drive customer engagement and promote brand loyalty by using API management technologies. Download this white paper now to learn how you can deliver omnichannel engagement while ensuring security for corporate IT systems.
Posted: 24 Mar 2016 | Published: 24 Mar 2016

Axway

Enhance the Customer Experience with Advanced Analytics
sponsored by Microsoft
WHITE PAPER: No one has time to organize massive volumes of customer data to find the most relevant information. This resource reveals how advanced analytics can empower you to forecast demand more accurately, create more targeted and effective marketing campaigns, and more.
Posted: 23 Mar 2016 | Published: 23 Mar 2016

Microsoft

Case Study: Mobile Game Developer Adopts Analytics Platform to Improve User Experiences
sponsored by Hewlett-Packard Enterprise
CASE STUDY: This brief case study describes the analytics strategy that allowed a mobile gaming company to reduce time spent on queries from two to four hours to minutes or seconds. Discover how they were able to improve the customer experience, deploy the analytics platform in the cloud, and more.
Posted: 15 Mar 2016 | Published: 30 Nov 2015

Hewlett-Packard Enterprise

Real-time Data Analytics Improves the Customer Experience
sponsored by Hewlett-Packard Enterprise
WHITE PAPER: Access this brief resource to learn about a strategy to analyze billions of rows of customer data and return results in seconds. Discover how this approach can improve the user experience, reduce customer churn, and more.
Posted: 14 Mar 2016 | Published: 31 Dec 2015

Hewlett-Packard Enterprise

Location-Based Apps and CRM: Convenience vs Privacy Concerns
sponsored by HERE
EGUIDE: This expert e-guide explains the current landscape of the taxi-hailing application market (think Uber) and examines how location-based mobile apps are revolutionizing customer relationship management in hospitality, insurance, and retail with a big emphasis on the customer privacy concern.
Posted: 01 Mar 2016 | Published: 25 Feb 2016

HERE

Mobile CRM: Conquering the Data Integration Challenge
sponsored by Microsoft
EGUIDE: Without an effective way to integrate data from disparate systems, your mobile CRM can't help you optimize the customer experience. This expert guide explores how companies have overcome their data integration challenges to improve their mobile CRM.
Posted: 24 Feb 2016 | Published: 16 Feb 2016

Microsoft

Case Study: Analytics for Big Customer Data
sponsored by IBM
WHITE PAPER: This case study describes the analytics strategy that allowed an insurance company to rapidly analyze large amounts of raw information to gain a better understanding of customer behavior and needs. Discover how they experienced benefits like increased client revenue, stronger customer loyalty, and a reduction in sales and canvassing costs.
Posted: 14 Mar 2016 | Published: 25 Jan 2015

IBM

Case Study: Analytics Strategy Empowers Natural Gas and Energy Supplier to Retain and Attract Customers
sponsored by IBM
CASE STUDY: This brief case study describes the analytics strategy that enabled a natural gas and energy supplier to minimize customer attrition and attract new customers. Discover how a customer-loyalty index and early warning indicators allowed them to reach out to unhappy customers with new offers and better customer service.
Posted: 14 Mar 2016 | Published: 06 Oct 2014

IBM

CRM System vs. Spreadsheets for Managing Client Information
sponsored by Insightly
EGUIDE: This expert e-guide discusses why Prosound, a consulting company that focuses on improving customer phone experience, traded in their spreadsheets for a CRM system with mobile integration. Plus, learn the questions you need to ask yourself before implementing a CRM system.
Posted: 07 Mar 2016 | Published: 03 Mar 2016

Insightly

Reaching New Heights in Omnichannel Customer Service
sponsored by Zendesk
EGUIDE: This e-guide offers expert advice for creating a successful omnichannel customer experience by utilizing a unified user interface (UI), service clouds, self-service tools, and more. You'll also learn how to implement a unified contact record for customer interactions so that you can create a consistent, satisfying experience for your customers.
Posted: 02 Mar 2016 | Published: 26 Feb 2016

Zendesk

As Multichannel Intensifies, Call Centers Get a Wake Up Call
sponsored by Zendesk
EGUIDE: The multi-channel mandate is forcing contact centers to make dramatic changes. From tools to knowledge, get expert advice to ensure your agents are fully prepared for any customer request, with tools such as customer listening posts, so that they can provide satisfying customer service.
Posted: 02 Mar 2016 | Published: 26 Feb 2016

Zendesk

How Metro Bank Creates Happy Customers
sponsored by Microsoft
CASE STUDY: This case study discusses how Metro Bank employed a CRM self-service tool, giving front-line agents quick access to the right information so they can deliver exceptional customer service.
Posted: 24 Feb 2016 | Published: 24 Feb 2016

Microsoft

The American Cancer Society's Multichannel Engagement Strategy Success Story
sponsored by Oracle Corporation
EGUIDE: In this e-guide, you will discover how the American Cancer Society's leadership is implementing a sophisticated multichannel engagement strategy to reach all those passionate about their cause. Download now to uncover how this strategy could be useful in helping your organization create meaningful multichannel engagement with your customers.
Posted: 23 Feb 2016 | Published: 17 Feb 2016

Oracle Corporation

Six Signs Your Customer Service Strategy Is Broken
sponsored by Oracle Corporation
EGUIDE: In the "age of the customer" business leaders and decision makers are focusing more than ever on designing customer experiences to attract, engage, and retain finicky consumers. This white paper aims to help CIO's achieve this goal by training them to recognize 6 ineffective customer service strategies.
Posted: 23 Feb 2016 | Published: 16 Feb 2016

Oracle Corporation

Driving multichannel engagement with the voice of the customer
sponsored by Oracle Corporation
EGUIDE: In this e-guide you will learn how the right infrastructure can allow your marketers to harness your existing data to create seamless, integrated experiences for your customers on any channel.
Posted: 23 Feb 2016 | Published: 16 Feb 2016

Oracle Corporation
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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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