PUBLIC MARKS from longhorn2000 with tags "Customer Service" & soa

“Enterprises nowadays are spending more to upgrade the systems that their agents use, recognizing that information at the agent’s fingertips results in credibility and confidence with the customer, and cleaner disposition and resolution of each case. The net nominal result to the enterprise is a measurable boost in the productivity of customer-facing workers."

“Email integration with CRM is an important part of the CRM deployment for any enterprise. This is true simply because we all live and conduct our business in our email clients to a very large degree. RSS feed readers and IM (instant messaging) both have their place in our lives, as does the visual Web browser. In some sites the visual Web browser is now more commonly used as a thin client for CRM consumption than for surfing the Web. But email is the one ubiquitous thing we can’t ignore, and always turn to."

"Nowadays in CRM we see great strides made in analytics, which serves both to help the enterprise determine the value of each customer, and also to create a personalized experience for each customer across all the enterprise touchpoints."

"Users can create customizations and streamline in ways they wouldn’t dare attempt with the standard Amdocs client. One customer added a new customization where entering the most basic case information delivered a report with complex formatting and logic that they couldn’t have derived using their other options of Crystal Reports or Actuate."

"Convergence never stops happening. The convergence between the Internet and corporate networks continues as CRM (customer relationship management) meets SN (social networking). It’s been talked about for some time now, Fast Company discussed it in the context of sales leads and contact management in 2004"

"Customers with complaints or problems are the greatest opportunity for any business: help out a customer who cares enough to call you (rather than abandon you without a word), and you’ve probably just created a customer for life, and an evangelist for your company. Marketing has long believed this, and gradually the concept is being absorbed by the technologists who create software systems. The most interesting part of CRM today lies in the area of Customer Service and Support, CS&S. This is where the acquisition cost of the customer is either preserved or thrown away."