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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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Social Media-based Customer Loyalty Programs
sponsored by Infor CRM
EGUIDE: This e-guide from our editorial team will teach you how to efficiently deliver additional value to customers via social media as well as tips for finding balance when connecting with customers, and expert engagement tips from social media consultant Erik Qualman.
Posted: 06 Feb 2012 | Published: 06 Feb 2012

Infor CRM

The power of Call Centers and Customer Loyalty
sponsored by Infor CRM
EGUIDE: Read this e-guide from our award-winning editorial team to learn strategies for how to utilize innovative technologies to improve your customer experiences, retain customers and gain loyalty.
Posted: 06 Feb 2012 | Published: 06 Feb 2012

Infor CRM

Best Practices for Mobile Device Support
sponsored by LogMeIn, Inc.
WHITE PAPER: Access today’s whitepaper to learn more about the best practices for mobile devices support and a solution that can help you make your mobile support be better – and smarter.
Posted: 01 Feb 2012 | Published: 01 Feb 2012

LogMeIn, Inc.

Optimizing Your Return on Customer Attention with Oracle RTD
sponsored by Oracle Corporation
WHITE PAPER: Read this white paper to learn how business intelligence (BI) can combine your explicitly-defined business rules and automatically-identified statistical information to deliver the best possible content to your customers for every single interaction.
Posted: 01 Feb 2012 | Published: 01 Feb 2012

Oracle Corporation

Customer Experience Exchange E-Zine Issue 2
sponsored by SearchCRM
EZINE: This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.
Posted: 31 Jan 2012 | Published: 31 Jan 2012

SearchCRM

Making WFM Work: Best Practices and ROI Model
sponsored by Calabrio, Inc.
WHITE PAPER: There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.
Posted: 31 Jan 2012 | Published: 24 Jan 2012

Calabrio, Inc.

Smarter Commerce Manufacturing Interactive Guide
sponsored by IBM
VIRTUAL SEMINAR: Smarter commerce is designed to help companies better integrate and more effectively manage their value chains. It aligns the buy, market, sell and service processes in a way that puts the customer at the center of decisions and actions, which can lead to greater customer loyalty, revenue and profit margin growth.
Posted: 30 Jan 2012 | Premiered: 30 Jan 2012

IBM

Cognos Business Intelligence for Report Authors
sponsored by IBM
VIRTUAL SEMINAR: Utilize a complete set of enterprise reports that are easy to build, maintain, secure and deploy, all delivered in a collaborative authoring environment and based on the fundamental principle of "author once — consume anywhere."
Posted: 24 Jan 2012 | Premiered: 24 Jan 2012

IBM

Cincinnati Zoo improves customer experience and enhances performance
sponsored by IBM
WHITE PAPER: Learn how one of the world's top-rated zoo uses analytics to create a more satisfying customer experience – while cutting marketing costs, increasing new visits, boosting concession revenues and much more.
Posted: 24 Jan 2012 | Published: 24 Jan 2012

IBM

Experts say CEM technology can build single view of customer
sponsored by Infor CRM
EGUIDE: This tip guide from our editorial team features an article on overcoming single-view issues and how customer experience management (CEM) technologies are a valuable tool for this problem.
Posted: 24 Jan 2012 | Published: 24 Jan 2012

Infor CRM

Yahoo, Amex talk up different customer service approaches
sponsored by Infor CRM
EGUIDE: Access this tip guide to learn how American Express and Yahoo Inc., have conquered customer service obstacles while also decreasing customer relationship management (CRM) budgets.
Posted: 24 Jan 2012 | Published: 24 Jan 2012

Infor CRM

Boost Your Image: Master the Three Stages of Video Conferencing Success
sponsored by Citrix Online Go To Meeting
WHITE PAPER: This new 1080 Group white paper explores best practices for video conferencing and provides a handy checklist for preparing and conducting a successful video conferencing session.
Posted: 13 Jan 2012 | Published: 13 Jan 2012

Citrix Online Go To Meeting

Building a Strong Customer Experience
sponsored by Infor CRM
EGUIDE: Read this e-guide from SearchCRM.com to learn how American Express and Yahoo tackle customer service with their own twists, how to communicate through multiple channels and ways to craft a single customer view through CEM technology.
Posted: 09 Jan 2012 | Published: 05 Jan 2012

Infor CRM

Tip Guide: Tips for making the business case for CRM analytics – and what can be gained
sponsored by SAP America, Inc.
EGUIDE: In this e-guide, readers will learn more about customer relationship management (CRM) analytics and what can be gained from having this in place.
Posted: 13 Dec 2011 | Published: 13 Dec 2011

SAP America, Inc.

PGI halves the time-to-market for new products with cloud infrastructure solutions from CA Technologies
sponsored by CA Technologies.
WHITE PAPER: Keeping up to date with the latest technology is crucial to maintain a competitive edge but with lengthly IT provisioning processes can delay the time-to-market for customer products.  Read this white paper to learn how one company created a cloud-based approach that facilitated business growth by cutting costs and increasing services quality.
Posted: 02 Dec 2011 | Published: 02 Dec 2011

CA Technologies.

Customer Experience Exchange E-Zine: Bridging the Customer Experience Chasm
sponsored by Tealeaf
EZINE: With rapidly changing demands, customer experience management (CEM) can be a tricky craft within your organization's processes. Customer Experience Exchange is a brand new bi-monthly e-zine focused on CEM tips, best practices and techniques. Check out the first ever issue now, exclusively here.
Posted: 02 Dec 2011 | Published: 29 Nov 2011

Tealeaf

IT leaders modernize BI systems with high quality data
sponsored by IBM
EGUIDE: Business intelligence (BI) has become more essential than ever before as organizations strive to extract meaningful information from growing stores of data. Inside this e-guide, gain strategic insight from the BI implementation experiences of your peers.
Posted: 02 Dec 2011 | Published: 02 Dec 2011

IBM

Vision Paper: Exceptional Experiences:The key to customer engagement
sponsored by IBM
WHITE PAPER: The online world is one vast opportunity for growing your business.  As the Internet continues to grow, with nearly two billion people and billions of devices already connected, most companies now rightly focus much of their marketing energy on getting the most return from all Internet channels. 
Posted: 01 Dec 2011 | Published: 01 Dec 2011

IBM

Using IBM Social Business to Take Your Business Relationships to the Next Level
sponsored by IBM
WHITE PAPER: This publication provides information about IBM Social Business and includes details about the business need and the value of transformation to a social business. It presents a high-level Social Business component diagram, highlights key capabilities, and includes customer case studies that exemplify how some of these capabilities can be applied.
Posted: 01 Dec 2011 | Published: 01 Dec 2011

IBM

Social Business in the Cloud
sponsored by IBM
WHITE PAPER: Deepen your customer relationships. Drive operational effectiveness. Optimize your workforce. Read this white paper and see how using LotusLive services to become a social business can help your organization simplify, speed up and enhance interactions in practically all areas of the business.
Posted: 01 Dec 2011 | Published: 01 Dec 2011

IBM

IBM LotusLive Engage Helps Signature Mortgage Reduce Loan Processing Time
sponsored by IBM
WHITE PAPER: Signature Mortgage Corporation provides thousands of customers with low-cost and hassle-free mortgage solutions. Now with e-SignLive and LotusLive, their customers have the ability to electronically sign applications from the convenience of their home or office. Learn more about how e-SignLive increased their business success.
Posted: 01 Dec 2011 | Published: 01 Dec 2011

IBM

E-Guide: CIOs weigh in on virtualization and big data
sponsored by Dell, Inc.
EGUIDE: CIOs are buzzing about virtualization technologies and tools for big data analysis due to benefits in areas such as productivity, business agility and customer service. Inside this exclusive e-guide, learn how your company can take advantage of both virtualization and big data analysis for a clear competitive advantage.
Posted: 30 Nov 2011 | Published: 30 Nov 2011

Dell, Inc.

Navigating the path to satisfying online customer experience
sponsored by Tealeaf
EGUIDE: Read this exclusive e-guide to get an executive-level, 360-degree view on which CRM approaches are best for different business scenarios -- from winning strategies for mobile users to social CRM tools to best practices for multi-channel customer experiences.
Posted: 30 Nov 2011 | Published: 23 Nov 2011

Tealeaf

The 10 worst practices for Technical Support and how to overcome them
sponsored by NTR Global
WHITE PAPER: Delivering superior service and support is more important than ever as companies strive to differentiate themselves from the competition. In many organizations, service quality is governed by self-harming "worst practices" instead of productive best practices. Learn what these practices are and how to avoid them.
Posted: 17 Nov 2011 | Published: 17 Nov 2011

NTR Global

Executive Brief Digital Transformation: Creating New Business Models Where Digital Meets Physical
sponsored by IBM
WHITE PAPER: As businesses embrace the digital revolution, they're rethinking what customers value most and creating operating models that take advantage of what’s newly possible for competitive differentiation. This report is designed to provide senior executives with analysis and insight on how fast and how far to go on the path to digital transformation.
Posted: 17 Nov 2011 | Published: 17 Nov 2011

IBM
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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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