Abstract: Today's usage of Decision Support Systems (DSS), combined with vetted CRM knowledge bases, allows organizations to save time and money, achieving better and more reliable/fully-documented decisions, a quantum improvement over the widely-used subjective process of selecting complex enterprise software...

Abstract: Banks face many challenges in today’s dynamic financial services marketplace. Banks must continuously enhance capabilities for risk and financial management to address market, credit, and regulatory environments that are increasingly complex. Thus, process support for your business strategies is crucial—which is why integrated tools are a must-have for financial accounting, cost controlling, risk management, asset-liability management, and profitability analysis.

Abstract: In an effort to improve the state of consumer privacy, Federal Reserve Board, the Federal Deposit Insurance Corporation (FDIC), the Office of the Comptroller of the Currency (OCC), and the Office of Thrift Supervision, on January last year announced that they have put together joint guidelines to safeguard confidential customer information. The guidelines, that took effect last July, implement section 501(b) of the Gramm-Leach-Bliley Act (GLBA) initiated by the Senate Banking Committee, and passed into law on November 4, 1999. This announcement had significant implications for online banking institutions.

Abstract: Client relationship management (CRM) technology can help capital-markets firms streamline investment banking activities, increase brokerage trade volume, and meet compliance challenges. As a nerve center for information about clients, prospects, institutions, syndicate partners, and other contacts, the right CRM system enables capital-markets firms to share intelligence, coordinate activities, and derive advantage from an integrated body of corporate knowledge and relationships.

Abstract: The new focus for business leaders is customer advocacy, soon to become the most important strategic initiative for cutting-edge, forward-thinking companies. A crucial department in the company is thus the customer contact center, as it plays a pinnacle role in branding, corporate image, and customer lifetime value. Adopting a customer-centric culture has a direct impact on corporate financial viability.

Abstract: As the banking industry goes global, the need to be available 24/7, increased demands for customer service, and reduced budgets have introduced new pressures to small to medium banking firms. And with the ongoing challenges of regulatory compliance, firms need financial services software that can reduce the risk of noncompliance while addressing the scale of their operations. Find out how an integrated solution can help.

Abstract: Customer Relationship Management (CRM) systems are software systems that cover the range of interaction a company has with its current, or potential customers. Its functionality can include marketing automation, sales force automation, help desk, customer service and support, partner management, contract management and creation, project and team management, Internet sales, e-mail response management, analytics, and important technical criteria.

Abstract: To ensure a positive customer experience, companies must first learn what their customer values, and then determine how they are measuring up to those values. Obtaining and taking action on customer feedback is what customer experience management is all about.

Abstract: Computerized maintenance management system (CMMS). Enterprise asset management (EAM) system. Computer-aided facilities management (CAFM) system. Integrated workplace management system (IWMS). Each type of facility management solution offers different functionalities and features, and one may be better than another for your company’s needs. Learn more about the differences and how an integrated solution is a “must have.”

Abstract: This white paper introduces customer self-service and how using Surado Web Self-Service can increase customer satisfaction, reduce costs, and increase return on investments (ROI). The key is to understand your customer, your products and services, and the tools available to deliver service to maximize customer satisfaction and reduce customer service costs. This paper will discuss the various self-service options available, how to utilize best practices, delivery technology and how customer self-service is tied to the 'big picture' of customer relationship management (CRM).

Abstract: It’s never been more important to create and sustain mutually valuable customer relationships. How can your company improve execution of customer-centric business management and drive total customer value? Learn about four best practices for better customer experience management, including building genuine relationships through collaboration. Explore the next frontier in achieving genuine customer relationships.

Abstract: With increased competition from a growing spectrum of alternative investments, evolving regulatory demands, and rising client expectations, asset managers face an onslaught of challenges in an already complex business. Discover how customer relationship management (CRM) software can help mutual fund wholesalers and institutional asset managers address these core industry challenges and foster better relationships.

Abstract: A decline in customer loyalty has put a great deal of pressure on financial institutions of late. Thus, as banks tailor products and services to meet customer demands, they must also boost revenue. That’s why it’s essential to target your most profitable customers with real-time insight that helps you drive revenue, increase profitability, and build long-term relationships with those customers.

Abstract: Customer service means being aware of needs, problems, and fears. Studies have shown that the cost of acquiring a customer is seven to ten times that of retaining a current customer. And according to The Harvard School of Business, even a 5 percent improvement in customer retention can boost profits up to 85 percent. How do companies retain a loyal and consistent customer base? They listen, learn, and adapt—find out more.

Abstract: As one-to-one marketing begins to permeate mainstream business practices, organizations in highly competitive markets struggle to gain an advantage. Thus, as part of an ongoing effort to differentiate products and services, best-in-breed organizations are now using a tool called “customer lifetime value,” a metric that projects a customer’s value over the entire span of that customer s relationship with a company.

Abstract: The core components of a retail information system are inventory management, inventory optimization, revenue management, sales management, and reports and inquiries. Non-core components can include financial, supply chain management, enterprise resource planning, customer relationship management, and warehouse management systems.

Abstract: Effective IP management requires proper allocation of address space for adequate address capacity as needed, as well as accurate configuration of DHCP and DNS servers. Along with flawless configuration and management of each of these foundational elements of Internet protocol (IP) address management, address managers must also integrate these management functions into the broader IT network management environment.

Abstract: Since our research-driven beginnings, Johnson & Johnson Advanced Sterilization Products (ASP) has continually improved the new product development (NPD) process. Detailed process mapping has revealed three tiers of business metrics, starting with drivers and moving up through execution metrics to business performance metrics. When driver metrics improves, so does business performance. Six Sigma tools helps identify specific metrics at all tiers and the causality linkages among them. Each NPD process step at ASP results in a deliverable, and each deliverable relates to a trade-off triangle (cost-time-resources) and, ultimately, to investment dollars. To track performance, ASP calculates how actual NPD decisions and what-if scenarios affect deliverables, alter investment triangles, and thereby influence business results. ASP uses similar process and tools, including the investment triangles and Six Sigma QFD, to make idea management decisions. The IDweb real-time software environment enables both the NPD and idea management processes at ASP. By deploying the strategic planning, idea management, portfolio and pipeline management, process management, and resource management modules of IDweb, ASP has increased throughput by 20 percent and reduced cycle time by 40 percent.

Abstract: 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.