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Learn about the definition, scope and skills of customer support, a range of services to assist customers in using a product. Find out how to offer web-based assistance via phone, email, chat and other tools.
Learn about the history, types and features of CRM systems, which are used to manage interactions with customers across different channels and platforms. Find out how CRM can help businesses improve customer satisfaction, loyalty and sales growth.
Customer service is the assistance and advice provided by a company to its customers. It can be done in person, online, or by automated means, such as AI chatbots or IVR. Learn more about customer service metrics, strategies, and challenges.
Learn about the definition, history, techniques, and disciplines of business process modeling (BPM), a method of capturing and representing processes of an enterprise. BPM can use various notations, such as Business Process Model and Notation (BPMN), to model the flow of activities, data, and resources.
Learn about the activities, processes, tools and frameworks of IT service management (ITSM), a discipline that aligns IT services with business needs. Compare and contrast different ITSM standards and approaches, such as ITIL, COBIT, ISO/IEC 20000 and more.
A service system is a configuration of technology and organizational networks designed to deliver services that satisfy the needs, wants, or aspirations of customers. Learn about the history, usages, and criteria of service systems from various literature and sources.
Customer success is a strategy to ensure customers achieve their desired outcomes with a product or service. It involves metrics, sub-functions, tools, and roles to enhance customer satisfaction and lifetime value.
Customer development is a formal methodology for building startups and new corporate ventures. It involves testing hypotheses about the business model, getting outside the building, and iterating based on customer feedback.