Technology Evaluation CentersTechnology Evaluation Centers - News Analysis and Research. Technology Evaluation Centers Inc. (TEC) is the impartial advocate for end users and purchasers of enterprise software solutions. It has aided IT professionals with software selection since 1993.The Customer Relationship Management Vision: It Starts with Relationships- December 19, 2007 An alarming number of companies get on the wrong track when creating a customer relationship management (CRM) vision. Outlined here are four steps that take the mystery out of what makes an effective CRM vision. The secret It's all about people and relationships.http://newsfeed.technologyevaluation.com/?/research/researchhighlights/crm/2007/12/researc... Bolstering the Call Center with Service Resolution Management Processes- December 14, 2007 Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition to improved customer satisfaction rates.http://newsfeed.technologyevaluation.com/?/research/researchhighlights/crm/2007/12/researc... Knowledge Management: The Core of Service Resolution Management- December 12, 2007 Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence the need for knowledge management software, which helps companies segment and then distribute the information their customers want to know.http://newsfeed.technologyevaluation.com/?/research/researchhighlights/crm/2007/12/researc... Integrating Customer Relationship Management and Service Resolution Management- December 7, 2007 The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing efforts.http://newsfeed.technologyevaluation.com/?/research/researchhighlights/crm/2007/12/researc... |