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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
301 - 325 of 687 Matches Previous Page  |  Next Page
Technology industry at the cross-roads: Transforming quote-to-cash operations
sponsored by
ESSENTIAL GUIDE: This report from PwC, highlights the urgency for technology companies to reinvent their existing operating models to meet the fast-changing buying process.
Posted: 06 Mar 2013 | Published: 06 Mar 2013

Integrating multiple channels to build a single view of the customer
sponsored by SearchCRM
EGUIDE: CEM is about so much more than just technology. It's also important to focus on implementing the right processes to facilitate collaboration across different departments and multiple applications. This expert resource describes proven strategies to optimize resources for CEM.
Posted: 21 Feb 2013 | Published: 21 Feb 2013


Solution Spotlight: The Role of a Chief Customer Officer in Leading Customer Experience Management
sponsored by SearchCRM
EGUIDE: Access this exclusive resource to find out about the value of a chief customer resource officer. Read on to learn more about their duties and responsibilities and how they can help you organization refocus on the increasingly important customer experience management.
Posted: 18 Feb 2013 | Published: 18 Feb 2013


Advanced Technologies Key to Next-gen Contact Centers
sponsored by SearchCRM
EGUIDE: Access this helpful e-guide to disscover what a Forrester Research analyst recommends when acquiring new contact center technologies- find out how to address software integration needs, social media challenges, and the growing need for accurate analytics.
Posted: 24 Dec 2012 | Published: 24 Dec 2012


Uncover The Advantages Behind Standardized MSP Reports
sponsored by Solarwinds N-able
WHITE PAPER: Discover why professional, standardized reports have emerged as a key success factor for many MSPs and IT services providers, helping prove relevance and demonstrate the value of service delivered to their clients. View now to learn how such reporting can help you gain the title of "Trusted Advisor."
Posted: 06 Dec 2012 | Published: 06 Dec 2012

Solarwinds N-able

Solution Spotlight: Creating a Strong Customer Experience Management Strategy
sponsored by SearchCRM
EGUIDE: In this e-guide, learn how to resolve communication issues between the IT and contact center departments by creating internal service-level agreements, recognizing that what's right for the organization is the same as what's right for the customer, and more.
Posted: 05 Dec 2012 | Published: 05 Dec 2012


New CRM Technologies bring sales success to businesses
sponsored by SearchCRM
EGUIDE: In [this expert e-guide], read about how one emergency response software company integrated a CRM platform, resulting in major time-saving efficiencies – most importantly, an improved process that enables the company to sell product licensing. Also read about a lumber executive who recently bought into a successful social CRM.
Posted: 26 Nov 2012 | Published: 26 Nov 2012


Deepening Customer Experience: Analyzing, Optimizing and Integrating CEM
sponsored by SearchCRM
EGUIDE: Mapping out a customer experience management (CEM) transformation isn't a quick or inexpensive undertaking, but it can offer significant rewards if you are able to sift through all the options within the marketplace.  Check out this E-Guide to get tips on planning and allocating resources for CEM and comparing the latest options.
Posted: 05 Oct 2012 | Published: 05 Oct 2012


Taking Control with Marketing Optimization
sponsored by WebTrends
WHITE PAPER: Customers today are asking for an engaging, personalized web experience that pulls them in, and your business needs to deliver. Access this white paper to discover the business case for creating personalized web experiences, and discover how marketers are listening to consumers in order to optimize digital marketing strategies.
Posted: 12 Apr 2013 | Published: 12 Apr 2013


The State of Customer Analytics: Taking a Proactive Approach to Loyalty and Retention
sponsored by IBM
WHITE PAPER: In today's highly competitive market, it is more important than ever to provide top-tier customer service, and successful businesses know the key to this is leveraging a customer analytics initiative.  Read this resource to learn the ins and outs of customer analytics and the tools you'll need to implement a successful analytics program.
Posted: 11 Apr 2013 | Published: 31 Dec 2012


The A to Z of Mobile Workforce Scheduling Optimization
sponsored by ClickSoftware
WHITE PAPER: This resource offers key advice and recommendations for strategically choosing and implementing an effective mobile workforce scheduling optimization strategy. Continue reading to learn all you need to know to realize workforce scheduling success today.
Posted: 04 Apr 2013 | Published: 31 Dec 2011


Using Social Media to Win Over Customers
sponsored by SearchCRM
EBOOK: In this expert e-book, you'll learn how to create a successful social CRM initiative (as well as valuable, lasting customer relations) by implementing the right processes and technologies.
Posted: 12 Mar 2013 | Published: 12 Mar 2013


Presentation Transcript- Leveraging Enterprise Modeling to Optimize SAP Implementation
sponsored by OpenText
PRESENTATION TRANSCRIPT: Learn how Salt River Project focused on understanding the business architecture of their company to enable process visibility and understanding. And examine their multi-phase approach to building a foundation on SAP around finance, human resources, and supply chain management.
Posted: 09 Jan 2013 | Published: 09 Jan 2013


E-Guide: Harnessing Social Analytics
sponsored by IBM
EGUIDE: In this e-guide, discover how social media analytics software leverages text analytics capabilities to reveal patterns, trends, and potential business problems within online discussions.
Posted: 21 Dec 2012 | Published: 21 Dec 2012


Essential Guide: Project and Portfolio Management: Analyzing Business Project Needs
sponsored by Rally Software
WHITE PAPER: View this informative resource to learn more about proper sequencing, marketing a software project and how you can keep everything under control with the right tools. It provides a step-by-step process on managing customer driven software development as well as other important steps.
Posted: 20 Dec 2012 | Published: 20 Dec 2012

Rally Software

Delivering a Superior Customer Experience
sponsored by Avaya
WHITE PAPER: Research shows that 90% of customer service decision-makers believe delivering quality service is paramount to success. But with tight budgets, businesses today need cost-effective ways of achieving higher service levels. Read on to learn how collaboration in your contact center can keep costs low while increasing service levels.
Posted: 06 Nov 2012 | Published: 30 Apr 2012


How Mobile Devices are Driving Innovations in Contact Centers
sponsored by Avaya
WHITE PAPER: Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service.
Posted: 29 Oct 2012 | Published: 29 Oct 2012


Benchmarking in the contact center: Tips for managing what you measure
sponsored by Avaya
WHITE PAPER: Benchmarking projects are a great way for contact center organizations to improve their operations in order to reconcile competing demands from customers and the business. Read this white paper to learn best practices for executing a successful contact center benchmarking project.
Posted: 24 Oct 2012 | Published: 31 Dec 2010


Is Social Media Transforming Your Business?
sponsored by Oracle Corporation
WHITE PAPER: It's no secret that social media has changed consumer behaviors – but most companies are struggling to capitalize on the unique opportunities it has to offer. Review this resource to learn how incorporating social media into knowledge management, contact centers, and the Web can substantially enhance your customer's experience.  
Posted: 13 Sep 2012 | Published: 01 Mar 2012

Oracle Corporation

Building Success in the Cloud
sponsored by Citrix Systems, Inc.
WHITE PAPER: Discover why Citrix cloud solutions are a clear choice for leading cloud providers, helping them quickly and profitably build differentiated and flexible cloud solutions that are right for their business and their customers.
Posted: 29 Aug 2012 | Published: 29 Aug 2012

Citrix Systems, Inc.

Using Case Management to Empower Employees and transform Customer Service
sponsored by Kofax, Inc.
WHITE PAPER: This white paper demonstrates how empowering your employees can lead to significantly improved customer service. Learn how dynamic case management applications can assist in delivering employee empowerment and transform the customer experience.
Posted: 24 Aug 2012 | Published: 24 Aug 2012

Kofax, Inc.

The Business Case for Integrated ERP
sponsored by Scribe Software Corporation
WHITE PAPER: It's critical that your ERP software is integrated and can talk to other business applications and systems. Those who embrace ERP integration will reap lower operation costs, increased customer satisfaction, and a lot of saved time. Read this paper to learn how integrating your ERP software will impact your company's operations and work flow.
Posted: 22 Aug 2012 | Published: 01 Apr 2011

Scribe Software Corporation

Cloud for Service Providers
sponsored by Citrix Systems, Inc.
VIDEO: This 3-minute video explains why Citrix solutions offer reliable, scalable ways to help you not only build your cloud platform, but to also build your cloud business for clients of any shapes and sizes.
Posted: 22 Aug 2012 | Premiered: 25 Jun 2012

Citrix Systems, Inc.

LEGO: Nurturing Consumer Loyalty Bloomberg BusinessWeek Article
sponsored by SAP America, Inc.
WHITE PAPER: This LEGO customer success story reported by Bloomberg Businessweek highlights how LEGO leverages SAP Customer Relationship Managment (SAP CRM), especially the loyalty management software, to run the compnay's customer loyalty program.
Posted: 21 Aug 2012 | Published: 31 Dec 2011

SAP America, Inc.

The State of Customer Data Integration 2012: The What, Why & How of CRM Integration
sponsored by Scribe Software Corporation
WHITE PAPER: Customer data integration helps companies grow and thrive, but businesses still have a long way to go to implement customer relationship management (CRM) in a meaningful way. Check out what over 300 companies said about cloud, their CRM platforms, and customer data integration in this survey.
Posted: 20 Aug 2012 | Published: 20 Aug 2012

Scribe Software 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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