Customer Satisfaction Customer Satisfaction is a business term which is used to capture the idea of measuring how satisfied an enterprise's customers are with the organization's efforts in a marketplace. Every organization has customers of some kind. The organization provides products (goods and/or services) of some kind to its customers through the mechanism of a marketplace. The products the organization provides are subject to competition whether by similar products or by substitution products.
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The recent economic downturn has created some formidable challenges for the retail banking industry. Fraud and identify theft are on the rise, costing banks big money and raising customer concerns about security.
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Covering All Points of Attack. As the availability of product and service information on the Internet grows, both the providers and receivers of service have larger networks through which to communicate, interact and transact.
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While the new generation of self-service applications for the Web and IVR is excellent, successful self-service programs will depend on giving customers choices and striking the right balance.
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As networks, devices and media converge, telecoms companies have increasingly complex catalogues of products and services on offer to customers who are, in turn, becoming more aware that they can easily switch to other providers.
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Today's organizations must embrace innovation, achieve a high level of responsiveness and transform customer information and feedback into actionable results.
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So how do you make sure you will gain the benefits of outsourcing and avoid the pitfalls? We have done the research and drawn from our own experience to bring you.
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A positive customer experience is a critical competitive differentiator it today's stuttering economic climate. Yet consumers are giving companies a failing grade at a time when the need to be customer centric is being put to the test as never before. This whitepaper by Senn Delaney partner and executive vice president Bill Parsons helps leaders consider whether their company's culture is really as customer-centric as it should be.
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By: IBM
Published Date: Oct 23, 2009
In the white paper, "Shopper Advocacy: Building Consumer Trust in the New Economy," you'll learn the results of a survey of 30,000 U.S. retail consumers, conducted by the IBM Institute for Business Value.
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How a CRM project is planned, implemented, and promoted is crucial when it comes to adoption. In this whitepaper you'll learn how to avoid some common pitfalls that often hinder adoption, such as lack of executive endorsement, IT constraints, structural inflexibility and more. Prepare for the pitfalls before implementation and your return on CRM investment will soar.
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To the casual observer, aircraft manufacturer Airbus UK and pharmaceutical giant GlaxoSmithKline (GSK) wouldn't appear to share a lot of common ground. Some would say that the worlds of building airplanes and producing the next blockbuster wonder-drug are light years apart. A closer look shows that these two organizations are more similar than one might initially think.
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Interview with Ohio State University President Dr. Gordon Gee
The Ohio State University President Dr. Gordon Gee discusses his passion and progress on creating a "One University", high-performance culture to take the largest university in the U.S. from excellence to eminence. On the global stage, it is part of his vision to build a new model for the university of the 21st century: more agile, more responsive, less insular and less bureaucratic.
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By: IBM
Published Date: Aug 10, 2009
The growing adoption of collaborative and social networking applications such as Lotus productivity software is reflected in IDC's Canadian forecast, detailed in this white paper.
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By: IBM
Published Date: Aug 10, 2009
This whitepaper captures the lessons learned from various Project Liberate engagements worldwide and presents best practices from these case studies as well as advice on negotiating strategies. The information is based on publicly available data sources (which are subject to change as offerings change), customer feedback, and IBM’s own experience in dealing with these offerings. Learn more today!
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By: SAP
Published Date: Aug 10, 2009
In this study, "From Sentiment to Insight: How Social Networking Can Support Engaged, Customer Centric Retailing," learn how retailers can mine the data available in Social Networks to gain a look into the hot buttons and trigger points of millions of potential shoppers.
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With Numara FootPrints for Customer Service, an award-winning, 100% web-based customer service management solution, you can deliver breakthrough service to customers throughout the world faster, and enhance the quality of your web-based service desk, with less effort than today, and at a low total cost of ownership. Learn more today!
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By: IBM
Published Date: Jul 09, 2009
Value-driven product management is a repeatable process based on industry best practices that uses subjective and objective criteria to deliver successful products. This paper explains how assessment, alignment, achievability, accessibility, agility and accountability, the six key concepts of value-driven product management, can be applied to create a repeatable process for developing successful products.
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Mobile access to Salesforce CRM is one of the easiest ways to get the most from your Salesforce CRM investment. To get started right, follow the tips in this document. It's an approach that's yielded great results for hundreds of customers.
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By: SPSS
Published Date: Jun 30, 2009
In an intensely competitive marketplace, knowledge is power. The more an airline can learn about what its customers like and don't like about its offerings, the more effective it can be at building customer loyalty and maximizing its revenues.
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By: SPSS
Published Date: Jun 30, 2009
Read how Cabelcom recognized the key to tackling churn and was able to identify the point at which customers become dissatisfied with their service.
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By: SPSS
Published Date: Jun 30, 2009
This whitepaper makes the case for using predictive analytics as a catalyst for that growth. It includes best practices from several global companies.
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By: SPSS
Published Date: Jun 30, 2009
This White Paper provides strategies and tactics for enabling a more innovative, predictive enterprise that maximizes the value of every customer interaction to "get, keep and grow" customers.
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By: SPSS
Published Date: Jun 30, 2009
This paper describes why and how Enterprise Feedback Management (EFM) is a critical component in solving the problem of enhancing customer-driven innovation and improving the predictive capabilities of the IT organization.
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By: SAP Inc.
Published Date: Jun 16, 2009
Improving your call center may be more easily attainable — and more important — now than ever before. Recognizing that customer interaction is an important differentiator, organizations can increase the focus on their customers’ experience while keeping a firm grip on costs by leveraging the full potential of state-of-the-art technology.
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By: SAGE
Published Date: May 11, 2009
It's a scary climate for small and mid-size businesses. Besides economic, many growing businesses also experience problems and frustrations when it comes to data management and business software integration. Sage has introduced an eBook, On the Hotseat: How Your Peers Are Tackling the Questions That Matter Now, that provides insight on how other businesses are handling these problems.
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By: Catapult
Published Date: Apr 23, 2009
Software-as-a-Service is changing the way companies purchase technology solutions. Rather than securing large capital budgets and tying up IT labor for months, business executives can now address mission critical initiatives with subscription-based software solutions that scale with their business and can be implemented in little to no time.
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