CRM

Big Five Personality and Perceived Customer Relationship Management - Mai. 2011  95.8 kB

Este é o resultado do trabalho conjunto de vários investigadores de universidades do Paquistão que procuraram identificar a relação entre as cinco grandes dimensões de personalidade do cliente e os sistemas de CRM.

CRM in Government: Bridging the Gaps - Mai. 2011  746.6 kB

Neste documento são abordados os conceitos e fundamentos do CRM, as principais linhas que têm marcado a evolução destas soluções, o impacto e vantagens para as organizações e responsáveis, entre muitos outros aspectos.

Building the CRM Foundation: A Process Capability Framework for Customer Relationship Management - Mai. 2011  731.6 kB

O trabalho de investigação de Jeff J. Pittaway, no âmbito do seu MBA, aprofundou algumas abordagens de qualidade de serviço estabelecidas para chegar a um modelo de implementação de boas práticas de Customer Relationship Management (CRM).

Choosing the Best CRM for Your Organization - 2007  245.6 kB

CRM buyers have a wealth of deployment options available to them, providing unprecedented flexibility, costefficiency and business value. They can opt for a traditional on-premise packaged software installation, subscribe to one of the new breed of on-demand services delivered via the Internet, host their own on-demand solution or deploy a combination of those approaches. This gives IT organizations the power to fine-tune CRM deployments to match their needs, strategic objectives and the budgets of business users. But with choice comes complexity. Not only must IT managers carefully analyze their business scenarios, they also must understand the strengths and weaknesses of the available products. There are many new hosted solutions, but most don't integrate well with the market-leading packaged solutions or with legacy systems. These so-called software-as-a-service (SaaS) products also have a wide range of capabilities for customization and standards compliance. Vendor stability and reliability also are important issues. With consolidation inevitable in the market, users need to choose vendors wisely. This white paper describes and analyzes the four most popular deployment scenarios, then offers a guide to choosing a hybrid approach that best matches the needs of the business while delivering superior performance, application integration and functionality.

CRM Without Compromise: A Strategy for Profitable Growth - 2007  365.5 kB

 

Change Management and Customer Relationship Management (CRM) Implementations: Planning for Sucess - Dez. 2005  410.2 kB

Identifica práticas de gestão da mudança que podem contribuir para facilitar a implementação de projectos de CRM. Os resultados foram agrupados por quatro áreas de gestão: formação, liderança, mudanças infraestruturais e métricas de desempenho.

Combining Service Excellence with Profitability - “The New Contact Center Best Practices” - Mar. 2004  312.2 kB

 

The Strategic Role of Customer Service Offerings - Set. 2003  654.1 kB

 

Employee Self-Service: Benefits for the Help Desk - Fev. 2003  74.1 kB

 

Measuring the Customer Relathionship Management Construct and Linking it to performance Outcomes - Fev. 2003  499.9 kB

 

Enterprise Marketing Management (EMM) - Enabling World-Class Marketing - 2003  47.0 kB

 

If You Teach Your Customer to Fish - The Power of Web Self-Service - 2003  1.7 MB

Give a man a fish and he'll eat for a day. Teach a man to fish, and he'll eat for a lifetime. In spite of general acknowledgement of this ancient wisdom, it’s not a practice commonly applied to today’s enterprise. Yet, in the face of demands to cut costs, while maintaining high levels of customer satisfaction, the concept of equipping customers to help themselves is becoming an appealing option. Web self-service technologies are working their way into today’s enterprises, and demonstrating that integrating self-service into support practices has much to offer both the customer and the enterprise.

The Top 10 Information Challenges in Today’s Call Center - 2003  142.0 kB

 

Intelligent solutions for contact centers - Discovering the Business Intelligence Hidden in Your Call Center - Jun. 2002  107.0 kB

 

Customer Life Cycle Management - 2002  239.6 kB

 

Mission-Critical Email Customer Service - 10 best practices for success - 2002  539.8 kB

When soda cans and chocolate wrappers start carrying email contact information, you know that emailbased customer service is here to stay. This widespread adoption would seem to suggest that companies have discovered that emails are an effective and efficient way of communicating with customers.

Ensuring the Success of Your CRM Initiative  94.5 kB