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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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 customer relationship management plan case studies


E-mail Response Management
E-mail inquiries for the customer service sector are expected to explode from 2.9 billion messages in 2005, to 7.2 billion by 2010. This means that a company’s

customer relationship management plan case studies  the benefit. For example, Customer Relationship Management is a term often used, based on the premise that the organization is in the business of acquiring customers, maximizing their value, servicing their needs, and retaining them and that all processes work to support that effort. Managers understand that well enough, but struggle with the complexity of traditional CRM solutions that take major commitment and cultural changes within the organization to implement. In addition, CRM software was a tool

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

Customer Relationship Management (CRM)

Customer relationship management (CRM) focuses on the retention of customers by collecting all data from every interaction, every customer makes with a company from all access points whether they are phone, mail, Web, or field. The company can then use this data for specific business purposes, marketing, service, support or sales while concentrating on a customer centric approach rather than a product centric. Customer relationship management defines methodologies, strategies, software, and other web-based capabilities that help an enterprise organize and manage customer relationships. Customer relationship management applications are front-end tools designed to facilitate the capture, consolidation, analysis, and enterprise-wide dissemination of data from existing and potential customers. This process occurs throughout the marketing, sales, and service stages, with the objective of better understanding one’s customers and anticipating their interest in an enterprise’s products or services. 

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Documents related to » customer relationship management plan case studies

A Leader in Service Management Tackles Multidimensional Growth


Founded in 1999, Servigistics, initially a service parts planning and optimization (SPP/O) specialist, has become a full-fledged service lifecycle management (SLM) platform. P.J. Jakovljevic, principal analyst at Technology Evaluation Centers (TEC), runs down the company's history of acquisitions and developments, and interviews Mark Vigoroso, Servigistics' senior vice president of global marketing and alliances.

customer relationship management plan case studies  Servigistics further towards the customer relationship management (CRM) market. Customer help, documentation, and self-service fit quite nicely alongside the rest of the Servigistics suite. Prior to the Kaidara merger, Servigistics had no service knowledge clients, as TEC noted in 2009 . However, the Service Knowledge module has outperformed expectations in 2010: while Kaidara brought more than 20 existing clients, Servigistics has lately acquired about a dozen brand new clients. Apparently, service Read More

10 Principles for 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 a practice or discipline that involves people, processes, and technology. If implemented correctly, a KM initiative can improve the productivity and efficiency of an entire organization. With these ten basic principles, your organization can learn how.

customer relationship management plan case studies  as part of their customer relationship management initiatives have a higher probability of success than those that don’t.”1 1 - Source: “The Case for Knowledge Management in CRM,” Gartner Inc., April 2003 About KNOVA Software KNOVA, a Consona CRM solution, is an intelligent customer experience solution that maximizes the value of every interaction throughout the customer lifecycle. KNOVA turns information into a knowledge powerhouse, and delivers it in a user experience that raises the Read More

Global Business Community Management


With more manufacturing being outsourced, and suppliers located farther afield than ever, logistics is much more complex than it used to be. To simplify the complexity, companies are looking for a way to manage their global business communities that integrates transactions across trading partners and logistics providers. Many have found that a third-party managed services providers is the best solution. Find out why.

customer relationship management plan case studies  an order when a customer and its supplier were in the same city or even the same country. That might sound like a lamentably long list, but it pales in comparison to the problems that can arise when you rely on a global supply chain. For example, consider just the process of shipping goods from an overseas supplier. The on-time delivery of your goods now depends on much more than the progress of just one truck. Now you have to be concerned about the truck that takes your goods from your supplier's Read More

Tactical Human Resources Evolves into Strategic Human Capital Management


In contrast to traditionally investing in automation technologies for better use of tangible assets, enterprises have begun to invest in optimizing human capital. Human capital management, or talent management, is a set of human resources practices focusing on the acquisition, management, and optimization of the enterprise workforce.

customer relationship management plan case studies  connected company-employee relationship. What customer relationship management (CRM) solutions do for customer intimacy, today's ERM packages (replete with employee self-service and manager self-service functions) do for employee intimacy—provide all concerned parties (executives, managers, employees, government, and so forth) with immediate access to a wide array of vital information. This is part two of the four-part series Thou Shalt Manage Human Capital Better . To read previous and subsequent Read More

Oracle Transportation Management


Oracle Transportation Management delivers robust transportation planning and execution capabilities to shippers and third party logistics providers. It integrates and streamlines transportation planning, execution, freight payment, and business process automation on a single application across all modes of transportation, from full truckload to complex multileg air, ocean, and rail shipments. Oracle Transportation Management lowers transportation costs, improves customer service and asset utilization, and provides flexible, global fulfillment options. Oracle Transportation Management delivers the capabilities users need in an open-standards-based architecture that allows users to start with a single component or any mix of components, while giving users the flexibility to grow easily, without installing or reinstalling added functionality. Oracle Transportation Management can be used with an enterprise resource planning (ERP) or legacy order management system as well as any commercial best-of-breed or legacy warehouse management system (WMS). Oracle Transportation Management, part of the Oracle E-Business Suite, integrates with Oracle Order Management and Oracle Warehouse Management to ensure effective fulfillment of customer orders.  

customer relationship management plan case studies  lowers transportation costs, improves customer service and asset utilization, and provides flexible, global fulfillment options. Oracle Transportation Management delivers the capabilities users need in an open-standards-based architecture that allows users to start with a single component or any mix of components, while giving users the flexibility to grow easily, without installing or reinstalling added functionality. Oracle Transportation Management can be used with an enterprise resource planning Read More

Project Workforce Management


Tenrox's Project Workforce Management solution, available on demand or on premise, is a modular solution for managing project workforces in real time. Tenrox's workflow engine lets users drag and drop icons to design and change workflows. Integration with accounting, payroll, financial, customer relationship management (CRM), and project management systems is built in.  

customer relationship management plan case studies  with accounting, payroll, financial, customer relationship management (CRM), and project management systems is built in. Read More

Improving IT Efficiency through Effective Print Management


The administration and management of printing can be time-consuming, often relying on manual processes. Many businesses are rethinking their approach to managing the print environment, by either adopting a managed service or implementing centralized print management tools. This can ensure the high availability, reliability and manageability of printing resources, while leaving IT staff free to focus on core activities.

customer relationship management plan case studies  MPS,Print Management,Facilities Management,Procurement,IT Management,eCommerce,IT Budget,print services,managed print services,print management services,print management software,managed print services definition,print management service,online print services,print management solutions Read More

Making HR Strategic: Integrated Human Capital Management Holds the Key


Today’s human resources (HR) executives are leading forward-thinking organizations in integrating human capital management (HCM) to optimize organizational success over the long term. See how a complete view of the entire employee lifecycle—enabled with a centralized, integrated HCM platform—provides executives the information and t tools they need to ensure they have the most efficient teams in place to achieve success.

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Understanding IBM Lotus Web Content Management Software


IBM Lotus Web Content Management software is IBM’s Web content management system offering. Lotus Web Content Management software provides tools to apply business rules and processes to content, helping to ensure that specific information assets from across the enterprise are delivered via Web sites and portal. This factsheet provides a detailed overview of key Lotus Web Content Management features.

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SmartOrg Portfolio Navigator for Product Lifecycle Management Certification Report


SmartOrg Portfolio Navigator is TEC Certified for online evaluation of product development and portfolio management (PD&PM) solutions in the Product Lifecycle Management (PLM) Evaluation Center. The certification seal is a valuable indicator for organizations relying on the integrity of TEC research for assistance with their software selection projects. Download this report for product highlights, competitive analysis, and in-depth analyst commentary.

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Systems Management Buyer's Guide


Enterprises of all sizes struggle to find and deploy effective systems management solutions. In the solution evaluation process, they need to weigh feature/function criteria along with less tangible characteristics in order to make an appropriately calibrated decision. Download this guide from Dell KACE for a comprehensive feature/function checklist, as well as additional considerations for evaluating systems management solutions.

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Providing the Total Customer Experience with IBM Predictive Customer Intelligence




customer relationship management plan case studies  the Total Customer Experience with IBM Predictive Customer Intelligence Read More

Jada Management Systems


Jada Management Systems (JMS) is a business systems development company that offers module based systems at affordable rates to address your business needs. It supports your technical requirements remotely and on-site when necessary. New Internet technology allows the company to offer a variety of options to the customers, and its designs insures smooth running, low maintenance solutions that are built with the user in mind. The availability of the Internet and today's technologies affords JMS the ability to work with clients around the world. Avery Dennison, CCL Labels, Hub Labels, Labels Unlimited, and Maytag are just some of the companies that have benefited from JMS solutions and services.

customer relationship management plan case studies  of options to the customers, and its designs insures smooth running, low maintenance solutions that are built with the user in mind. The availability of the Internet and today's technologies affords JMS the ability to work with clients around the world. Avery Dennison, CCL Labels, Hub Labels, Labels Unlimited, and Maytag are just some of the companies that have benefited from JMS solutions and services. Read More

Alfanar IT Solutions-Enterprise Content Management


Alfanar IT, an information technology company operating in Saudi Arabia since 1995, in partnership with OpenText is providing enterprise content management (ECM) solutions to both government and private sectors—two sectors undergoing rapid automation and thus in need of ECM solutions in Saudi Arabia. Read this paper to see how alfanar IT plans to address these market needs and the improvements expected with OpenText.

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