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Social Media and Customer Experience Feedback
Twitter, Facebook, LinkedIn, and blogs are just a few Internet services that make up the new growing digital world called social media. Many companies have seen

managing customer complaints  to comments, and to managing your social media presence. A complaint is an opportunity to demonstrate your dedication to customer service and willingness to listen and respond to customers’ concerns. A posted complaint may also draw out comments from other people with the same concern, which provides an opportunity to reach out to an entire group. Responding promptly to customer concerns may lead them to subsequently post positive comments about how quickly you replied, and how well you resolved their Read More
Supply Chain Management (SCM)
Supply chain management (SCM) solutions include applications for managing supplier, manufacturer, wholesaler, retailer, and customer business processes. Addressing demand management, warehouse mana...
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Documents related to » managing customer complaints


Customer Relationship Management Strategies Part Three: Achieving and Maintaining the Competitive Edge
Developing the competitive edge involves information gathering and communicating. Using a continuous feedback loop that incorporates sales, service, and

managing customer complaints  to good management, whether managing projects, personnel, or customer relationships. Understanding this and the nature of your competition will help you gain the competitive edge. This concludes Part Three of a four-part note. Part One discussed new approaches to CRM implementation. Part Two discussed implementation strategies. Part Four will conclude with specific CRM strategies and a hypothetical case study. About the Authors Mike Holland is president of Management Advisory Systems Corporation, which Read More
Customer Focused Self-service: Building the Balanced Business Case
Countless customers are engaging in self-service, in the process helping companies save millions by deflecting service interactions to cheaper channels. At many

managing customer complaints  a key component of managing the customer experience Four best practices for building a balanced business case for driving maximum value from your self-service investment What’s New In Self-Service? Self-service refers to any technology-enabled interaction with a company that is initiated by the customer for the purpose of answering an inquiry, and occurring at the place,time and channel of the customer’s choosing. The most common channels for customer self-service are the Internet, chat/IM, email and Read More
Customer Relationship Management: Evolution, Not Revolution
Customer relationship management (CRM) can be a tool for positive change in businesses' operations. Or CRM can—unintentionally—cause a host of problems, from

managing customer complaints  key functionalities related to managing customer information: marketing, sales, or service. Software modules are generally broken down into four functional areas: sales automation, marketing automation, customer service and support, and a reporting and analysis tool. Some CRM packages are comprehensive, meaning that they incorporate aspects of all four functions. So how do you know if you need a comprehensive package? This partly depends on whether your enterprise is small-to-medium, or whether it is a Read More
Integrating Customer Relationship Management and Service Resolution Management
The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies

managing customer complaints  of seamlessly tracking and managing interactions across all customer touch points, such as the retail store, the Internet, e-mail, fax, the call center, etc. Though CRM mega-vendors often want users to rip and replace their entire IT infrastructure with the mega-vendor's software stack, many clients view their legacy systems as mission-critical, and might prefer a CRM solution that will protect their investment by plugging into their existing infrastructure. To be sure, services institutions live and die Read More
Voice of the Customer Analytics
Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of

managing customer complaints  of the Customer Analytics Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of business objectives, then act upon it to drive change. These solutions can provide an organization with critical data for rapid, targeted decision making, by analyzing and combining customer data from both direct (speech analytics, chat, e-mail) and indirect sources (social media) to gain a holistic view of the customer Read More
Customer Care and Billing (CC&B)
Customer care and billing (CC@B) solutions typically support providers of utilities, telephony, cable, or other services providing companies. CC@B software

managing customer complaints  Care and Billing (CC&B) Customer care and billing (CC&B) solutions typically support providers of utilities, telephony, cable, or other services providing companies. CC&B software includes functionality for mediation, provisioning, rating, reporting, financial systems, and billing for voice, data, content, and utility services. Read More
Managing Risks, Managing Measures: Decision Support Methodologies in Business Part 1: Guidelines
Poor measurement methods can take off millions or more from bottom lines, and contribute at least in part to project failures, corporate inefficiencies and poor

managing customer complaints  Risks, Managing Measures: Decision Support Methodologies in Business Part 1: Guidelines Executive Summary When it comes to making decisions using some tool that purports to measure value, it is wise to know something about the tool and what it is measuring, as well as why. Poor measurement methods contribute at least in part to project failures and corporate inefficiencies that can take off millions or more from bottom lines and poor technology selections alone have contributed to tens of billions Read More
Introduction to Customer Relationship Management
The time when a company decides to move to customer relationship management (CRM) tools marks their progress to professionalism and profit in multiple ways

managing customer complaints  to Customer Relationship Management The time when a company decides to move to customer relationship management (CRM) tools marks their progress to professionalism and profit in multiple ways. This introduction to CRM provides guidelines for companies contemplating this critical step in their development. Read More
How to Respond Faster to Customer Feedback
What’s the best way to know if your customers are satisfied? Simply ask them. Conducting customer surveys without the right tools, however, can demand a lot of

managing customer complaints  to Respond Faster to Customer Feedback What’s the best way to know if your customers are satisfied? Simply ask them. Conducting customer surveys without the right tools, however, can demand a lot of staff time to manage and analyze the results. Indeed, response time can make the difference between keeping customers and losing them. One way to respond faster to customer issues—and save time and effort—is by investing in an automated customer feedback system. Read More
A New Customer Relationship Management Framework: Twenty-first Century Necessity, or Blowin' in the Wind?
The business ecosystem has shifted focus from corporation to customer, and the location of value has changed with it. Where value had historically been located

managing customer complaints  New Customer Relationship Management Framework: Twenty-first Century Necessity, or Blowin' in the Wind? What do you think about when you think customer relationship management (CRM)? My bet is that you'll think that it's marketing, sales, and support functions, or a strategy that is designed to garner customer commitments of some sort, or an outlook and set of practices that will drive customer behaviors when it comes to product or services sales—and the words up-sell and cross-sell will be prominent Read More
Build and Manage Strong Customer Relationships
Managing customer relationships is a challenging but vital part of running a business. Organizations have to acquire new customers to grow revenue and

managing customer complaints  Manage Strong Customer Relationships Managing customer relationships is a challenging but vital part of running a business. Organizations have to acquire new customers to grow revenue and satisfactorily service existing customers to ensure loyalty and future business. A good business management solution has customer relationship management (CRM) functionality integrates with the entire range of your processes and provides a full view of customer data. Read More
Managing Risks, Managing Measures: Decision Support Methodologies in Business Part 2 : Decision Aids
Though many academic methods exist, few actually reach the audience they need to reach because of the barrier between academic and business languages, as well

managing customer complaints  Risks, Managing Measures: Decision Support Methodologies in Business Part 2 : Decision Aids Executive Summary When it comes to making decisions using some tool that purports to measure value, it is wise to know something about the tool and what it is measuring, as well as why. Poor measurement methods contribute at least in part to project failures and corporate inefficiencies that can take off millions or more from bottom lines and poor technology selections alone have contributed to tens of Read More
Mastering the Customer Experience
Focusing on the customer is not new. But some companies are going deeper into a customer experience management strategy to become customer-centric. Can you

managing customer complaints  the Customer Experience Focusing on the customer is not new. But some companies are going deeper into a customer experience management strategy to become customer-centric. Can you manage every part of the interaction and experience your customers have with your company? Learn how to develop a customer-centric approach that will make your customers feel not only connected, but delighted, loyal, and able to be a consistent advocate of your brand. Read More

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