Featured Articles

1. How To Increase Customer Loyalty 12/2/2020

   Customer service and support (CSS) leaders are continuously facing pressure to increase customer loyalty as consumers continue to raise the bar of expectations with everything from timelines of service, to quality of the product and finding the best value for their dollar. Nearly 80% of Americans have cited speed and convenience, knowledgeable help, and friendly service as the most critical elements of a satisfactory experience. Defining and continually measuring metrics against a low effort customer service experience is the baseline for CCS organizations.

2. 5 Questions to Address Increased Supply Chain Demands 12/1/2020

   The pandemic has had many side effects on the global supply chain, causing severe disruptions many companies hadn’t ever experienced before. With increased delivery volumes and the need to ensure safety for supply chain workers, the upcoming holiday shopping season will bring with it new hurdles.

3. How Telematics Can Boost Fleet Safety While Lowering Costs 11/9/2020

   Every vehicle fleet operator wants to increase safety and decrease costs, but these can sometimes seem like competing priorities. Thanks to a mix of modern technology and smart strategy, they can do both—generating immediate gains as well as a continuous stream of longer-term results not only for fleets but also for the insurers that protect them.

4. 2 Service Dashboards To Provide Visual Insight Into Proactive Service Management 11/2/2020

   Today’s service executives must focus on measuring metrics to proactively manage their business – recall the famous quote by Peter Drucker “What gets measured, gets managed.” But how do leaders measure real-time results in an environment where analysis paralysis exists because data can become overwhelming?

5. Metrics To Improve The Customer Experience 9/29/2020

   Famed business consultant, educator, and author Peter Drucker said, “What gets measured, gets managed.” This mantra is as important today as ever when running a business, especially for the service executives when insight into metrics positively impacts the Customer Experience (“CX”).

6. The 5 Rules Of Customer Retention 9/24/2020

   Many of the platitudes around customer experience, engagement, and retention revolve around a similar idea. You’ve probably heard it: A small increase in customer retention leads to a large increase in profits.​

7. 6 Tips For Selecting The Best Cloud For SAP 9/21/2020

   I have worked on SAP engagement for Enterprise Customers for almost 30 years. While SAP continued to develop application features and content during these years, generally the hosting of SAP fell into the same classic selection process as any application: What's the service level, what's the cost, who has the happiest customers?

8. 3 Benefits To Having The Right Payments Partner — And Why It Is So Important 9/17/2020

   Across the field service industry, the payment transaction is one of the most important steps in the order-to-cash cycle. Field service companies of all sizes must understand how they can control their payments process and how the right partner can help them achieve a significant competitive advantage.

9. How To Overcome The Most Common Cloud Migration Challenges 9/14/2020

   Moving to a cloud environment can be extremely complex and challenging. Moving data and reconfiguring applications take time, effort, and planning. Before you can streamline your workflow with cloud-based computing, you should be aware of the most common cloud migration challenges that make the process more difficult.

10. How Will Last-Mile Logistics Change After The Pandemic? 9/10/2020

    Streamlining last-mile logistics is an ongoing goal as companies figure out the best, most reliable ways to get goods to consumers without delays. The COVID-19 pandemic drastically impacted e-commerce and the associated deliveries, especially as more people began shopping from home to avoid leaving their houses.