Whitepapers
CSG have collected a library of whitepapers for your reference to help build your knowledge.
Choosing the best CRM for your organisation
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The cost of ownership and return on investment of your CRM software depends on your requirements initially and over time. As your business changes, so do your CRM requirements. A well planned CRM software strategy can save you time and money now, yet allow you to scale your solution as your organisation grows.
The Future Sales Force – A Consultative Approach
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In the last few years some organisations have found that their sales processes have become more challenging while the performance of some of their sales professionals who were past stars has deteriorated. Selling complex products and services, versus selling commodities, has always been more difficult and sales professionals must have different skill sets, as illustrated below.
Put Away the Notebook:
Cutting Edge Knowledge Management in the Twenty-First Century
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ARPIM provides a consistent process for obtaining professional assistance. This reduces the time Knowledge management used to consist of support analysts recording problems and solutions in three-ring binders with index tabs, yellow Post-it Notes on the perimeter of one’s monitor, and a crude cross index system that was part paper, part memory, a lot of good luck and “Don” or “Beth” who had spent years learning the systems they supported, but never wrote anything down. Luckily for all us, in just the past decade, knowledge management software has grown in sophistication, utility, power and in practices that define its use in ways that are slowly reshaping the entire support world and how it captures, reuses and delivers solutions to customers. Knowledge management is fast becoming a professional field in its own right and the development of Knowledge-centered Support (KCS) is teaching support centers how to increase problem resolution time periods that were unimaginable, just five years ago.
Building Your Support Capabilities to Achieve Differentiation
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In a world of increased competition, organisations increasingly are turning to support as a way to achieve long-term differentiation for their products and services. Customers often see as much or more value in the support that an organisation offers as a part of its products and services than in the products and services themselves. Best-in-class support organisations confirm that the optimal way to master support is to achieve success initially from within the organisation, and then expand these efforts outward through the distribution channel and ultimately to their customers.
Delivering High Value in Service and Support
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This briefing paper explores some of the major challenges facing those who manage help desks. It looks at the impact of new ways of seeking and delivering the service, and assesses a number of emerging issues that will influence their management in the coming years. Its recommendations will equip managers with a clear agenda to consider the implications for their organisations.
Knowledge Management in the Support Center
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Knowledge Management is a methodology for capturing, optimizing, delivering and maintaining a collection of information that provides guidance or action, and is of value to the organisation. When a support professional has access to knowledge, they can quickly assist customers with problems and inquiries. As a result Knowledge Management has become an essential practice within today's support centers. Customer service and support software allow companies to manage the interactions with customers and employees. When combined with Knowledge Management, the support center is able to improve efficiencies, increase satisfaction, and reduce the cost of service.
Service and Support Handbook
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Whether you are building a Help Desk from scratch, consolidating a group of existing Help Desks or seeking ways to improve your support operations, this chapter can help. We will provide guidelines for how to structure your Help Desk and determine the support architecture to build a best-in-class operation that will efficiently provide high-value service to your company by increasing customer productivity. Key considerations include the pros and cons of a central-point-of-contact, consolidated Help Desk; whether to consolidate physically, logically or implement a virtual Help Desk; keeping your support in-house, outsourcing, or implementing a combination of both.
CRM Top 10 Small Business CRM Vendors Revealed - 2007
Profiles of the leading CRM Vendors
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If you are evaluating a CRM solution, this whitepaper will help you find the best customer relationship management system for your small business. Until recently, only larger organisations have been able to reap the benefits of customer relationship management. But, several vendors have emerged with "lite" or small business CRM solutions, to satisfy the needs of the small- to mid-sized market and give smaller companies the same competitive edge. Small business CRM, or "CRM lite", provides basic contact management capabilities, without all the complex functions that only larger organisations require. They are designed to support limited groups of simultaneous users (usually 100 or less) over LANs, rather than large user bases spread out over distributed, multi-server networks.
The xRM Advantage for Solution Builders
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Solution builders have seen their role evolve over the last few years. Information technology (IT) has become more strategically relevant to businesses just as IT budgets are getting cut. With IT operational budgets experiencing zero percent growth in 2009 and 49 percent of executives surveyed predicting they will be spending less in the future, the solution developer can no longer be viewed just an as order taker or developer for hire. Whether they are in-house or externally contracted, whether they work with packaged or custom developed software, the best solution builders consider themselves to be trusted, strategic partners. The evolution of the solution builder encompasses more than just an understanding of IT's role in overall business strategy. Today, solution builders need to be aware of the complete financial picture surrounding the creation of a custom solution. Solution builders should be able to help their business management clients think through long-term total cost of ownership (TCO) issues, as well the costs associated with solution development.
Maximize the Value of your Custom Business Applications with Microsoft Dynamics CRM
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To achieve strategic advantage, companies often look to their information technology (IT) departments for the line-of-business (LOB) applications that help them outperform their competitors. Whether it is a business intelligence application that provides managers with unique insights into market opportunities, a business process application that enables rapid delivery of products and services to market, or a customer relationship application that helps the company differentiate with superior customer service, business applications are often critical to creating competitive advantage.
Relational Productivity Applications
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Businesses today are facing new economic and competitive challenges that are forcing them to rethink the traditional trade-off between quality, customer experience, and price. This is not a new phenomenon, of course, but it has intensified in recent years. Businesses are expected to be innovative and customer-centric, with shorter product lifecycles and customer-driven adaptations while operating increasingly lean vendor and partner networks and related back-office processes.
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