Five Tips To Optimize New Service-Rep CRM Training
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Training new customer service reps to use a CRM system quickly is crucial not just to a contact center or customer service effort, but to the entire company, as well. Often, a service rep is the first contact for new customers, or for existing customers who have problems with a product or service.
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com October 6, 2004, 7:36 AM PT. This fourth priority&#39;s main focus has been improving or obtaining CRM and ERP software for the past year and a half.
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Enterprises get tips from a consultant on dealing with compliance, discounts, ongoing support, and terms and conditions.
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The financial services industry has adopted CRM technology with great zeal -- it is known as an early adopter market and continues to innovate in the ways it uses various modules.
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Hosted CRM service provider Salesforce.com took another step forward last week in its strategy to build an online ecosystem of vendors that offer software as a service.
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(InfoWorld) - SAP continued to ramp up its on-demand CRM offering this week, announcing that it will now include service-level capabilities, the third key component of CRM solutions. In February SAP kicked off its software as a service business with a sales force automation solution. In May the company added marketing, and in its third update within the year it is now announcing SAP Service. Liz Herbert, a senior analyst at Forrester Research, said that the SAP CRM solution is now displaying the kind of depth SAP is known for. "SAP added a component for managing products that many on-demand CRM vendors don't have. You can use it as the product master or bring in the product master which is typically found in the ERP system," said Herbert. The new service component includes Service Ticket Management, Rule-based Service Ticket Distribution, and Service Level Monitoring. Also included is a rules-base service-level determination calculator that automates the routing of service tickets based on a customer's service level agreement, said Angela Bandlow, vice president at CRM Solutions Marketing. "It's a tiered service that tracks SLAs based on the customer and the required response time," said Bandlow. One of the key differentiators for the SAP offering, according to both Bandlow and Forrester's Herbert, is its ability to integrate easily with MySAP ERP systems on the back end. Using product information found in the ERP system, a sales person can pull up manufacturing availability and pricing information and deliver a quote in real time online. Bandlow said while this completes the three major components of SAP CRM OnDemand, quarterly updates can be expected with the next update due in December. To date, the solution, like almost all on-demand solutions, is not industry-specific. But Bandlow said the company is looking at that and will respond to customer demand.
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com September 16, 2004, 2:25 PM PT. This fourth priority&#39;s main focus has been improving or obtaining CRM and ERP software for the past year and a half.
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com October 4, 2004, 9:13 AM PT. This fourth priority&#39;s main focus has been improving or obtaining CRM and ERP software for the past year and a half.
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TechWeb - Rather than bridging gaps between business units and creating a single customer view, CRM has too often created yet another silo with incomplete information. Customer experience management ensures that customer information is consistent across channels and that next steps are guided by segment- or even customer-specific strategies. Here&#39;s how to move toward a more holistic approach.
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com September 24, 2004, 10:11 AM PT. This fourth priority&#39;s main focus has been improving or obtaining CRM and ERP software for the past year and a half.
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&quot;CRM is not a product. CRM is not an event,&quot; CEO Mike Lawrie says. &quot;It&#39;s a business strategy to drive companies closer to their customers.
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He outlines management and strategy changes for the CRM and service management company.
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Training can be draining - on your budget, on your time and on your personnel. And the longer the training process takes, the bigger the drain. That's why we've come up with "Seven Steps for Streamlining Online Training," based on our own extensive experience with training customers on our products and on feedback we've received from them on what really works. View this on demand webinar now.
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com September 22, 2004, 12:36 PM PT. This fourth priority&#39;s main focus has been improving or obtaining CRM and ERP software for the past year and a half.
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com September 20, 2004, 11:23 AM PT. This fourth priority&#39;s main focus has been improving or obtaining CRM and ERP software for the past year and a half.
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com September 14, 2004, 7:32 AM PT. This fourth priority&#39;s main focus has been improving or obtaining CRM and ERP software for the past year and a half.
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SAP has launched SAP Security Optimization, a service that evaluates a customer&#39;s SAP system to identify and eliminate potential vulnerabilities and minimize the risk of intrusions.