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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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 crm magazine customer service


Social CRM: Customer Relationship Management in the Age of the Socially-empowered Customer
Most of your customers and prospects expect you to be involved in social media@and they’ll be more likely to do business with you if you are. So how do you

crm magazine customer service  where things are going. CRM Magazine ( http://www.destinationcrm.com/ ) CRM magazine has been (and continues to be) the voice of the industry for years. Led by people like managing editor Josh Weinberger and senior editor Marshall Lager, CRM magazine and its digital properties are at the forefront of covering the impact social media is having on the industry. 1to1 Media ( http://www.1to1media.com/ ) Another of the venerable voices in the industry, 1to1 stays on top of how companies are using tools and

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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 » crm magazine customer service

Three Es of CRM


With product lifecycles accelerating and pricing pressures increasing, organizations must focus on delivering unique customer experiences to differentiate themselves from the competition. Customer relationship management and enterprise resource planning technologies play a critical enabling role.

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Applying the Power of Social Networks to Customer Relationship Management


Customer relationship management (CRM) is rapidly morphing from a customer management model to one of customer engagement. Social networks, podcasts, blogs, and wikis are enabling customers to become advocates, and not simply the targets they were in the traditional CRM process. The same techniques are also being used within the CRM industry itself to create a content-rich, social media environment for CRM professionals. Find out what these sweeping changes mean to businesses and CRM professionals alike, as TEC's director of research Wayne Thompson sits down with Paul Greenberg and Bruce Culbert of BPT Partners, a leading CRM consulting firm.

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Navigating Between Service Management Scylla & Charybdis - Part 3


Part 1 of this series analyzed the phenomenon of the service economy or the increasing importance of the service sector in industrialized economies. Especially in a sluggish market, the service delivered after the initial sale of a product is what can truly differentiate competitors. The service opportunity is also there, since after-sale service is quite difficult to

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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 organizations, just the cost savings make the investment in self-service worthwhile. But the self-service business case isn’t built on cost savings alone. There’s a bigger, more customer-focused picture to consider, where the customer experience plays the key role.

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The State of Service Management


This document describes the current state of the service enterprise, and reveals the goals and investments prioritized by service leaders (over 200 polled in a recent survey) for 2012. It also reveals the performance benchmarks of leading service organizations, and divulges the strategic elements that contribute to best-in-class performance.

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The Power of Web Self-Service


In this document, we will explore the power of online self-service and how it contributes to healthy customer relationships and delivers viable cost savings. We will also address how technology from Epicor Software Corporation, a leader in the CRM space, can help deliver successful self-service.

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Service Differentiation: Your 3-Step Plan


Your service organization has a unique way to differentiate itself from your competition. This white paper discusses service differentiation: doing more with less, providing service more effectively, and focusing on your unique business processes to outperform your competition. Using this information, you can bring about change and continuous improvement, and differentiate your service from your competition. Read more and find out how.

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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 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.

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How to Achieve a Great--and Profitable--Customer Experience


Profitable customer experience (CE) strategies are holistic, sustainable, and focused on creating competitive differentiation. If you can deliver highly valuable experiences to your customers, in a sustainable way, the reward will be loyal, engaged advocates who help you grow your business. Read more to better understand how companies can provide a superlative customer experience and still make a profit.

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How Web 2.0 Is Transforming CRM: Leveraging Social Media to Improve the Customer Experience


With the rising popularity of Web 2.0 technologies, companies are marketing their products and services to an increasingly savvy customer base. Customers today are taking greater control of their own consumer experiences. Learn how some vendors are leveraging social computing to build our customer relationship management (CRM) communities, and building Web 2.0-based CRM applications that help customers achieve success.

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