-
Abstract:
Product Lifecycle Management (PLM) addresses the full lifecycle of a product. The focus of most of the current PLM solutions,
however, does not make the most of the value available from servicing products after they have been sold. Service Lifecycle
Management (SLM) promises valuable business benefits (...)
Excerpt related to
call center tech:
... must be captured and processed through the call center. ...
the loop on the service call and provide ... before starting his consulting firm, Tech-Clarity
Associates. ...
Published:
2003-06-11
-
Abstract:
Product Lifecycle Management (PLM) addresses the full lifecycle of a product. The focus of most of the current PLM solutions,
however, does not make the most of the value available from servicing products after they have been sold. Service Lifecycle
Management (SLM) promises valuable business benefits (...)
Excerpt related to
call center tech:
... must be captured and processed through the call center. ...
the loop on the service call and provide ... before starting his consulting firm, Tech-Clarity
Associates. ...
Published:
2003-06-11
-
Excerpt related to
call center tech:
... dollar high-tech company reported that after implementing a service KM solution, it
transferred 79 percent of technical assistance call center volume to web ...
Published:
2008-12-23
-
Abstract:
10 Principles for Knowledge Management Success. Search for Software and Other Documents for Your Project and Knowledge Management
Success. Knowledge management (KM) can mean different things to an organization depending upon the nature of the initiative.
KM is not a technology or set of methodologies, but (...)
Excerpt related to
call center tech:
10 Principles for Knowledge Management Success. Search for Software and Other Documents for Your Project and Knowledge Management
Success. Knowledg...
Published:
2010-03-11
-
Abstract:
Making a CRM investment work is a two-step process that begins with unifying disparate systems by creating and managing standardized,
reusable business definitions mapped to the different CRM system schemas throughout the organization. (...)
Excerpt related to
call center tech:
Making a CRM investment work is a two-step process that begins with unifying disparate systems by creating and managing standardized,
reusable bus...
Published:
2002-12-25
-
Abstract:
Back in 1999, when Nortel was on a buying spree and reeling in record profits, it plunked down US$2.1 billion dollars for
Clarify Inc., a leader in the CRM space that was bringing in $250 million in revenues annually. Now, in July of 2001, with
Nortel expecting losses in the order of US$19.2 billion, Cl (...)
Excerpt related to
call center tech:
Back in 1999, when Nortel was on a buying spree and reeling in record profits, it plunked down US$2.1 billion dollars for
Clarify Inc., a leader i...
Published:
2001-07-26
-
Excerpt related to
call center tech:
... In the high-tech sectors there is a commoditization of the hardware ...
These offerings typically include help desk, customer call center, spare parts management
...
Published:
2010-03-16
-
Abstract:
Differentiation through Service Excellence. Get Free Assessment Reports for Service Excellence. With products increasingly
becoming commodities, chief executive officers (CEOs) recognize that first-rate customer service is key to enhancing customer
satisfaction. While revenue is flattening for many produc (...)
Excerpt related to
call center tech:
Differentiation through Service Excellence. Source: SAP. Document Type: White Paper Description: With products increasingly
becoming ...
Published:
2010-03-11
-
Abstract:
Back in the early 90’s, ‘CRM’ wasn’t even a trendy acronym. You had a few players thinking beyond 'stovepipe' enterprise
applications, but not much beyond. Fast forward to 2001. CRM has gotten fat, and the fatter it gets, it becomes more difficult
to understand, more expensive to buy, more dif (...)
Excerpt related to
call center tech:
Back in the early 90’s, ‘CRM’ wasn’t even a trendy acronym. You had a few players thinking beyond 'stovepipe' enterprise
applications, but not mu...
Published:
2001-08-27
-
Abstract:
While the existing loyal client base and affiliate channel remains MAPICS’ trump card in these difficult times, the recent
partnership initiatives bundled with a unified product branding might be the way to more effectively sell beyond the current
XA client base, which is the must for the long-term via (...)
Excerpt related to
call center tech:
While the existing loyal client base and affiliate channel remains MAPICS’ trump card in these difficult times, the recent
partnership initiatives...
Published:
2001-10-08
-
Abstract:
Building the Small Contact Center.Solutions and Other Documents to Characterize Your Purchase, In Relation To Building the
Small Contact Center. Until recently, customer interaction technologies were often considered too complex and costly for all
but the largest businesses to justify. But today that pict (...)
Excerpt related to
call center tech:
Building the Small Contact Center.Solutions and Other Documents to Characterize Your Purchase, In Relation To Building the
Small Contact Center. Un...
Published:
2010-03-11
-
Abstract:
Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric business strategy that is enabled
by a set of applications that support customer-facing functions and management decision making. That may capture the essence
of what CRM is, but it does not begin to capture why (...)
Excerpt related to
call center tech:
Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric business strategy that is enabled
by a set of applic...
Published:
2004-11-08
-
Abstract:
On May 2, SAP AG, the leading provider of enterprise software applications, announced a strategic alliance with Nortel Networks
to develop and integrate industry-specific CRM solutions. (...)
Excerpt related to
call center tech:
On May 2, SAP AG, the leading provider of enterprise software applications, announced a strategic alliance with Nortel Networks
to develop and int...
Published:
2000-05-31
-
Excerpt related to
call center tech:
... the proficiency and style of the call center agent or ...
departments, and still become a profit center, follow all ... to financial, insurance, and
high-tech customers ...
Published:
2011-06-20
-
Abstract:
Outsourcing is a very diverse topic, and there are many different outsourcing options and outsourcing service providers to
choose from. Companies are telling TEC that they need a clearer picture of outsourcing, its potential benefits, and common
pitfalls. They want examples of different types of outsourc (...)
Excerpt related to
call center tech:
... and later, higher value manufactured items like high-tech components and ...
technology, pension and 401k benefits, data transcription, and call center operations. ...
Published:
2004-01-16
-
Abstract:
While Microsoft might be honest today with its claims of staying away from the true enterprise-level CRM applications space,
no one can be sure that its appetite will remain in check for very long. (...)
Excerpt related to
call center tech:
While Microsoft might be honest today with its claims of staying away from the true enterprise-level CRM applications space,
no one can be sure th...
Published:
2002-03-08
-
Abstract:
Microsoft’s ambition will be its greatest challenge, as the company is concurrently experiencing an almost disruptive technology
transition from Windows to .NET, using Internet rather than PCs. Microsoft Business Solutions is now up to its gills with
soul-searching dilemmas, possibly with more issues t (...)
Excerpt related to
call center tech:
Microsoft’s ambition will be its greatest challenge, as the company is concurrently experiencing an almost disruptive technology
transition from W...
Published:
2002-08-16
-
Abstract:
Our quest for quality and well-priced mid-market CRM software solutions, takes us this week to review Surado Solutions Inc.
developers of Surado CRM Solutions. Surado positions itself high in many functional areas, against many mid-market software
vendors such as SalesLogix, Epicor, Microsoft CRM, Kana, (...)
Excerpt related to
call center tech:
Our quest for quality and well-priced mid-market CRM software solutions, takes us this week to review Surado Solutions Inc.
developers of Surado C...
Published:
2003-10-16
-
Abstract:
Our quest for quality and well-priced mid-market CRM software solutions, takes us this week to review Surado Solutions Inc.
developers of Surado CRM Solutions. Surado positions itself high in many functional areas, against many mid-market software
vendors such as SalesLogix, Epicor, Microsoft CRM, Kana, (...)
Excerpt related to
call center tech:
Our quest for quality and well-priced mid-market CRM software solutions, takes us this week to review Surado Solutions Inc.
developers of Surado C...
Published:
2003-10-16
-
Abstract:
Having stemmed the tide of losses and returned to profitability in 2001, will in 2002 market witness Baan's return to former
ERP stardom given the company's recent product enhancements, new partnerships and customer base retention/expansion initiatives? (...)
Excerpt related to
call center tech:
Having stemmed the tide of losses and returned to profitability in 2001, will in 2002 market witness Baan's return to
former ERP stardom given the...
Published:
2002-02-18