Sep
15
2010
On-demand CRM allows to focus on customers and not on the technology while relieving from the risk and overhead of an onpremise approach. But is on-demand really this attractive? What’s the catch? As always, the devil is in the details – what constitutes an advantage can also pose a threat.
Jul
27
2010
The Common Service Monitoring Engine as the heart of Next Generation Service Assurance Delivering services to customers is the lifeblood of an operator’s business. When the services offered are maintained with a high degree of quality and fulfill SLA agreements, when they are constantly modified according to market requirements, and when new ones can be activated quickly – the business succeeds. However, when the service management is poor, with frequent service outages due to network failures and, furthermore, when the resolution process is slow, customer experience is not in line with expectations.
Jul
19
2010
Operators do what they can to secure themselves from revenue and customer leakages, but they still make simple errors. “Let’s manage our customers, so they wouldn’t want to leave us and would want to buy more from us – let’s buy a CRM system” this is an idea most of them already brought to life long ago. The idea that a CRM system alone is not enough to manage customer relationships well, we have known for a couple of years.
Jul
16
2010
In accordance with a company’s marketing strategy, an operator should be able to flexibly define tariffs and specific rewards of the loyalty program. Tariff definition is performed within the context of dedicated applications and modification does not involve the intervention of computer programmers. At the same time, the construction of complicated tariffs may require the diversification of tariff definitions within the billing and loyalty systems. While such a scenario can optimize the billing of tariffs and minimize the data sent through the internet, it requires the integration of both systems.
Jul
12
2010
Contact center efficiency can be improved in few key areas. The first and probably most important area is to consider the reasons customers contact with company. When contact center crew understands why a customer contact company they can identify what is causing that need for contact. This knowledge enable reduce the handling time or even remove it altogether. Using data from customer surveys can provide a valuable insight into improving the service your organization offers your customers.
Jul
1
2010
Customer Relationship Management is an integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. CRM embraces all aspects of dealing with prospects and customers, including the call center, sales force, marketing, technical support and field service. The primary goal of CRM is to improve long-term growth and profitability through a better understanding of customer behavior. CRM aims to provide more effective feedback and improved integration to better gauge the return on investment (ROI) in these areas.