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This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A contact center is a central point from where you can contact.\r\nThe contact center typically includes one or more call centers but may include other types of customer contact, as well. A contact center is generally part of an enterprise's overall customer relationship management (CRM) strategy.<br />Contact centers and call centers are both centers for customer service, and the two terms are often used interchangeably, but a contact center supports more services than a typical call center.\r\nContact centers offer omnichannel customer support, including email, chat, voice over IP (VoIP) and website support. A call center typically uses phones as the main channel of communication and can handle a mass volume of calls.<br />Contact centers are used for inbound communication, outbound communication or a hybrid of both. Contact center agents also interact with customers via web chat, phone, email or other communication channels.\r\nThe contact center infrastructure that is necessary to support communications may be located on the same premises as the contact center, or it can be located externally.\r\nIn an on-premises scenario, the company that owns the contact center also owns and manages its own hardware and software. This requires staffing and IT investments that some companies choose to forgo by outsourcing those tasks to cloud providers or hosting companies.","materialsDescription":" <span style=\"font-weight: bold;\">What is a Call Center?</span>\r\nTraditionally, a call center is an office where a large number of call center agents provide customer service over the telephone. Inbound call centers receive calls for customer support and often serve as a knowledge base for tech support, billing questions, and other customer service issues. These call centers focus on quick call resolution times and agent productivity. In outbound call centers, agents make calls rather than receive them. These could be sales calls, marketing offers, surveys, fundraising requests, or debt collection, for example.\r\nThe term “call center” conjures an image for many people of waiting on perpetual hold or being routed through an endless IVR that never gives them what they need. Because so many consumers have had a dreadful customer service experience along these lines, call centers have developed a bad rap. But as legacy phone systems give way to newer digital technologies, call centers are evolving.\r\n<span style=\"font-weight: bold;\">What is a Contact Center?</span>\r\nThe term &quot;contact center&quot; (or “contact centre”) reflects the modern reality that there are many other ways to connect with a customer these days besides by telephone. The combined trends of increased customer expectations and newer technologies that allow for many channels of communication are creating a shift in the traditional call center model which has existed for decades. Consumers want more ways to reach businesses, and businesses are looking for new ways to improve customer experience.\r\nWhile call center agents generally focus on inbound and outbound calls, either on traditional phone lines or over VoIP, contact center agents handle a wide variety of communications. In a modern multichannel contact center, technical support might be delivered over in-app chat or video, while order status updates are delivered via SMS, event promotions are sent as push notifications, surveys are deployed over Facebook Messenger, and sales inquiries received by email are sent directly to an agent to connect by phone. Call centers handle voice communications, contact centers handle all communications.\r\nA company’s contact center is usually integrated with their customer relationship management (CRM) system, where all interactions between the organization and the public are tracked, coordinated, and managed. Depending on the infrastructure and ecosystem, it could be comprised of an alphabet soup of complex components. Many companies have purchased off-the-shelf systems or a highly customized network of technologies from multiple vendors. Some companies have adopted a cloud-based solution or two, but they remain siloed from the rest of their systems and can’t talk to each other.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Contact_Center1.png"},{"id":339,"title":"Marketing","alias":"marketing","description":" Marketing is the study and management of exchange relationships. It is the business process of creating relationships with and satisfying customers. Because marketing is used to attract customers, it is one of the primary components of business management and commerce. Marketers can direct product to other businesses (B2B marketing) or directly to consumers (B2C marketing).\r\nRegardless of who is being marketed to, several factors, including the perspective the marketers will use. These market orientations determine how marketers will approach the planning stage of marketing. This leads into the marketing mix, which outlines the specifics of the product and how it will be sold. This can in turn, be affected by the environment surrounding the product, the results of marketing research and market research, and the characteristics of the product's target market.\r\nOnce these factors are determined, marketers must then decide what methods will be used to market the product. This decision is based on the factors analyzed in the planning stage as well as where the product is in the product life cycle.\r\nMarketing is defined by the American Marketing Association as &quot;the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large&quot;. The term developed from the original meaning which referred literally to going to market with goods for sale. From a sales process engineering perspective, marketing is &quot;a set of processes that are interconnected and interdependent with other functions of a business aimed at achieving customer interest and satisfaction&quot;.\r\nPhilip Kotler defined marketing as &quot;Satisfying needs and wants through an exchange process&quot;, and a decade later defines it as “a social and managerial process by which individuals and groups obtain what they want and need through creating, offering and exchanging products of value with others.”\r\nThe Chartered Institute of Marketing defines marketing as &quot;the management process responsible for identifying, anticipating and satisfying customer requirements profitably&quot;. A similar concept is the value-based marketing which states the role of marketing to contribute to increasing shareholder value. In this context, marketing can be defined as &quot;the management process that seeks to maximise returns to shareholders by developing relationships with valued customers and creating a competitive advantage&quot;.\r\nIn the past, marketing practice tended to be seen as a creative industry, which included advertising, distribution and selling. However, because the academic study of marketing makes extensive use of social sciences, psychology, sociology, mathematics, economics, anthropology and neuroscience, the profession is now widely recognized as a science, allowing numerous universities to offer Master-of-Science (MSc) programs.\r\nThe process of marketing is that of bringing a product to market, which includes these steps: broad market research; market targeting and market segmentation; determining distribution, pricing and promotion strategies; developing a communications strategy; budgeting; and visioning long-term market development goals. Many parts of the marketing process (e.g. product design, art director, brand management, advertising, inbound marketing, copywriting etc.) involve use of the creative arts.","materialsDescription":"<span style=\"font-weight: bold; \">What the differences between B2B and B2C Marketing?</span>\r\nThe different goals of B2B and B2C marketing lead to differences in the B2B and B2C markets. The main differences in these markets are demand, purchasing volume, amount of customers, customer concentration, distribution, buying nature, buying influences, negotiations, reciprocity, leasing and promotional methods.\r\n<span style=\"font-style: italic; \">Demand:</span> B2B demand is derived because businesses buy products based on how much demand there is for the final consumer product. Businesses buy products based on customer's wants and needs. B2C demand is primarily because customers buy products based on their own wants and needs.\r\n<span style=\"font-style: italic; \">Purchasing Volume:</span> Businesses buy products in large volumes to distribute to consumers. Consumers buy products in smaller volumes suitable for personal use.\r\n<span style=\"font-style: italic; \">Amount of Customers:</span> There are relatively fewer businesses to market to than direct consumers.\r\n<span style=\"font-style: italic; \">Customer Concentration:</span> Businesses that specialize in a particular market tend to be geographically concentrated while customers that buy products from these businesses are not concentrated.\r\n<span style=\"font-style: italic; \">Distribution:</span> B2B products pass directly from the producer of the product to the business while B2C products must additionally go through a wholesaler or retailer.\r\n<span style=\"font-style: italic; \">Buying Nature:</span> B2B purchasing is a formal process done by professional buyers and sellers while B2C purchasing is informal.\r\n<span style=\"font-style: italic; \">Buying Influences:</span> B2B purchasing is influenced by multiple people in various departments such as quality control, accounting, and logistics while B2C marketing is only influenced by the person making the purchase and possibly a few others.\r\n<span style=\"font-style: italic; \">Negotiations:</span> In B2B marketing, negotiating for lower prices or added benefits is commonly accepted while in B2C marketing (particularly in Western cultures) prices are fixed.\r\n<span style=\"font-style: italic; \">Reciprocity:</span> Businesses tend to buy from businesses they sell to. For example, a business that sells printer ink is more likely to buy office chairs from a supplier that buys the business's printer ink. In B2C marketing, this does not occur because consumers are not also selling products.\r\n<span style=\"font-style: italic; \">Leasing:</span> Businesses tend to lease expensive items while consumers tend to save up to buy expensive items.\r\n<span style=\"font-style: italic; \">Promotional Methods:</span> In B2B marketing, the most common promotional method is personal selling. B2C marketing mostly uses sales promotion, public relations, advertising, and social media.\r\n<span style=\"font-weight: bold; \">What are marketing orientations?</span>\r\nA marketing orientation has been defined as a &quot;philosophy of business management.&quot; or &quot;a corporate state of mind&quot; or as an &quot;organization[al] culture&quot;. Although scholars continue to debate the precise nature of specific orientations that inform marketing practice, the most commonly cited orientations are as follows:\r\n<span style=\"font-style: italic; \"><span style=\"font-weight: bold; \">Product</span></span>\r\nA firm employing a product orientation is mainly concerned with the quality of its product. A product orientation is based on the assumption that all things being equal, consumers will purchase products of superior quality. The approach is most effective when the firm has deep insights into customer needs and desires as derived from research and/or intuition and understands consumer's quality expectations and price consumers are willing to pay. Although the product orientation has largely been supplanted by the marketing orientation, firms practicing a product orientation can still be found in haute couture and arts marketing.\r\n<span style=\"font-style: italic; \"><span style=\"font-weight: bold; \">Sales</span></span>\r\nA sales orientation focuses on the selling/promotion of the firm's existing products, rather than developing new products to satisfy unmet needs or wants. This orientation seeks to attain the highest possible sales through promotion and direct sales techniques. The sales orientation &quot;is typically practiced with unsought goods.&quot; One study found that industrial companies are more likely to hold a sales orientation than consumer goods companies. The approach may also suit scenarios in which a firm holds dead stock, or otherwise sells a product that is in high demand, with little likelihood of changes in consumer tastes diminishing demand.\r\nA 2011 meta-analyses found that the factors with the greatest impact on sales performance are a salesperson's sales-related knowledge (knowledge of market segments, sales presentation skills, conflict resolution, and products), degree of adaptiveness (changing behavior based on the aforementioned knowledge), role clarity (salesperson's role is to expressly to sell), cognitive aptitude (intelligence) and work engagement (motivation and interest in a sales role).\r\n<span style=\"font-style: italic; \"><span style=\"font-weight: bold; \">Production</span></span>\r\nA firm focusing on a production orientation specializes in producing as much as possible of a given product or service in order to achieve economies of scale or economies of scope. A production orientation may be deployed when a high demand for a product or service exists, coupled with certainty that consumer tastes and preferences remain relatively constant (similar to the sales orientation). The so-called production era is thought to have dominated marketing practice from the 1860s to the 1930s, but other theorists argue that evidence of the production orientation can still be found in some companies or industries. Specifically, Kotler and Armstrong note that the production philosophy is &quot;one of the oldest philosophies that guides sellers... [and] is still useful in some situations.&quot;\r\n<span style=\"font-style: italic; \"><span style=\"font-weight: bold; \">Marketing</span></span>\r\nThe marketing orientation is the most common orientation used in contemporary marketing. It is a customer-centric approach that involves a firm basing its marketing program around products that suit new consumer tastes. Firms adopting a marketing orientation typically engage in extensive market research to gauge consumer desires, use R&amp;D (Research &amp; Development) to develop a product attuned to the revealed information, and then utilize promotion techniques to ensure consumers are aware of the product's existence and the benefits it can deliver. Scales designed to measure a firm's overall market orientation have been developed and found to be robust in a variety of contexts.\r\nThe marketing orientation has three prime facets, which are:\r\n<span style=\"font-style: italic; \">Customer orientation:</span> A firm in the market economy can survive by producing goods that people are willing and able to buy. Consequently, ascertaining consumer demand is vital for a firm's future viability and even existence as a going concern.\r\n<span style=\"font-style: italic; \">Organizational orientation:</span> The marketing department is of prime importance within the functional level of an organization. Information from the marketing department is used to guide the actions of a company's other departments.\r\nAs an example, a marketing department could ascertain (via marketing research) that consumers desired a new type of product or a new usage for an existing product. With this in mind, the marketing department would inform the R&amp;D department to create a prototype of a product/service based on consumers' new desires.\r\nThe production department would then start to manufacture the product, while the marketing department would focus on the promotion, distribution, pricing, etc. of the product. Additionally, a firm's finance department would be consulted, with respect to securing appropriate funding for the development, production, and promotion of the product. Finance may oppose the required capital expenditure since it could undermine a healthy cash flow for the organization.\r\n<span style=\"font-style: italic;\">Mutually beneficial exchange:</span> In a transaction in the market economy, a firm gains revenue, which thus leads to more profits, market shares, and/or sales. A consumer, on the other hand, gains the satisfaction of a need/want, utility, reliability and value for money from the purchase of a product or service.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Societal marketing</span></span>\r\nA number of scholars and practitioners have argued that marketers have a greater social responsibility than simply satisfying customers and providing them with superior value. Marketing organizations that have embraced the societal marketing concept typically identify key stakeholder groups such as employees, customers, and local communities. Companies that adopt a societal marketing perspective typically practice triple bottom line reporting whereby they publish social impact and environmental impact reports alongside financial performance reports. Sustainable marketing or green marketing is an extension of societal marketing.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Marketing.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":" Customer service is the process of ensuring customer satisfaction with a product or service. Often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item. Customer service can take the form of in-person interaction, a phone call, self-service systems, or by other means.\r\nCustomer service is an important part of maintaining ongoing client relationships, which is key to continuing revenue. For this reason, many companies have worked hard to increase their customer satisfaction levels.\r\nMost successful businesses recognize the importance of providing outstanding customer service. Courteous and empathetic interaction with a trained customer service representative can mean the difference between losing or retaining a customer.\r\nWhen problems arise, customers should receive timely attention to the issue. Prompt attention to emails and phone calls is critical to maintaining good relations. Requiring customers to stand in long lines or sit on hold can sour an interaction before it begins.\r\nIdeally, customer service should be a one-stop endeavor for the consumer. For example, if a customer calls a helpline regarding a problem with a product, the customer service representative should follow through with the customer until the issue is fully resolved.\r\nThis may entail scheduling appointments with in-person repair personnel if the problem cannot be resolved on the phone, or transferring a call to skilled technicians in another department. Proactively following up with the customer to ensure that he or she is fully satisfied is another smart move.","materialsDescription":" What are customer service standards?\r\nCustomer service standards are an internal corporate set of rules governing the company's customer service activities, an algorithm for communicating with customers, and general standards for responding to unusual situations. The standard of customer service is an integral part of the corporate standard of the company.\r\nFunctions of customer service standards:\r\n<ol><li>To order. The client does not encounter problems, does not see them, which means that he is confident that all the staff without exception are professionals who know their business.</li><li>To control. It is difficult to assess and monitor the work of each manager if there are no clear criteria for evaluation. At the same time, the implementation of the sales plan cannot be the only parameter of the assessment; you need to know whether the manager of customer service standards adopted in this company adheres.</li><li>To adapt. Among other things, the availability of customer service standards simplifies the procedure.</li></ol>\r\nCustomer service standards are effective if the customer does not see the difference between the work of two (or more) managers, and sees only “proprietary” service, always the same, regardless of any external factors or circumstances. The customer service standard, which has been tested in practice, backed up by experience (perhaps even someone else's), created on the basis of analytical studies and recognized methods, can be called &quot;gold&quot;. It allows you to increase profits, improve the image of the company, attract new customers.\r\nCustomer service standards are an important part of the company's brand. But, in addition, the standards are necessary and other units, in particular, the department to work with staff. Therefore, their development must take into account the needs of all interested services of the company.\r\n<span style=\"font-weight: bold; \">What is the purpose of introducing customer service standards in the company?</span>\r\nThe objectives of implementing the standards are as follows:\r\n<ul><li>For employees with experience: minimize the number of erroneous and unnecessary actions. The result of this will be saving time of each employee (no errors - no need to spend time correcting them). And, as a result, increased productivity.</li><li>For novice employees: customer service standards allow you to transfer the necessary knowledge in the most concise manner and in a short time.</li><li>For the company: the abolition of dependence on the old-timers. Not all employees who have worked in the company for many years (or even since the day of foundation) are able to resist the so-called star disease. Having knowledge and experience, a person loses the ability to objectively evaluate his work, he begins to think that he is the best manager in the company. It can end very badly - in the event of dismissal, such an employee will take the base, and turn clients against the company. Standards for customer service are needed to ensure that all employees can be assessed on a single scale, based on the actual benefits they bring to the company, as well as the attitude of the employee to the company.</li><li>For the company: the uniformity of control activities of managers. Standards are unequivocal, exclude double interpretations, and therefore cannot cause controversy about the rightness of an employee or employer.</li><li>For managers: the standards of uniform customer service are the same for all managers, and this makes it possible to make the pay of each manager absolutely transparent and intelligible. Realizing that there will be no double interpretations, the manager may not be afraid that he will be paid less than expected - all his mistakes and achievements are immediately visible and understandable.</li></ul>\r\n<span style=\"font-weight: bold; \">The application of service standards allows you:</span>\r\n<ul><li>to develop a company style in dealing with clients;</li><li>to increase the effectiveness of the work of managers with new customers;</li><li>to bring the quality of communication with customers to a higher level;</li><li>to create a positive opinion of the company about the company, so that it can be recommended to its acquaintances, thus increasing the number of potential and then real customers;</li><li>to minimize conflicts between the manager and the customer;</li><li>to develop a technology for training newcomers;</li><li>to transfer the assessment of the work of the manager from the subjective to the objective, transparent and understandable to everyone;</li><li>to establish a procedure for controlling the work of personnel;</li><li>to increase the motivation of managers to work.</li></ul>\r\n<span style=\"font-weight: bold;\">Benefits of applying service standards</span>\r\n<ul><li>The accumulation of experience: the entire base focuses on the company, and not on the hands of managers, &quot;old-timers.&quot; Thus, the departure of one or several “old” employees does not become a “natural disaster” for the company.</li><li>Motivation, analysis and control: customer service standards make it possible to develop a transparent scheme of managers' motivation based on a clear, almost mathematical analysis of their work. The sales process is optimized.</li><li>Setting goals. With the help of standards, the company has the ability to set clear, reasonable plans. This allows you to keep the atmosphere in the team friendly and stable, and the lack of &quot;muffled&quot; tasks - to increase the loyalty of managers to the company.</li><li>Standards of customer service is a fairly mobile system that allows you to immediately detect errors in working with clients and quickly eliminate them. In addition, at any stage of working with a client, the head of the sales department can intervene in the process, noticing an error in the work of the manager, and even be proactive in order to prevent an error to which the manager is heading.</li><li>Quick and easy start for beginners. Customer service standards are actually a knowledge base, collected, analyzed, and streamlined. Such information is easily transmitted and assimilated by beginners, which means that the beginner quickly gets to work and starts to make a profit. In addition, a newbie will not spoil relations with a client by awkward actions, since he already knows what to do in any conflict and problem situations.</li><li>Customer confidence. Customer service standards allow the latter to feel confident in the company - no matter where the customer is, he will always easily recognize “his” company by brand features and can be absolutely sure that in a small town they will be served as qualitatively as in a million-plus city, because that the company is well aware of their work. So, such a company can be trusted.</li></ul>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Customer_Service.png"}],"characteristics":[],"concurentProducts":[{"id":1072,"logoURL":"https://old.roi4cio.com/fileadmin/content/Xpert_Packages.png","logo":true,"scheme":false,"title":"Xpert® Packages","vendorVerified":0,"rating":"0.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"xpertr-packages","companyTitle":"Omilia","companyTypes":["supplier","vendor"],"companyId":3998,"companyAlias":"omilia-conversational-intelligence","description":"<p>Суперзаряженные пакеты&nbsp;&laquo;Xpert&reg;&raquo;</p>\r\n<p style=\"text-align: justify;\">Благодаря использованию пакетов Xpert&reg; диалоги для категоризации и самообслуживания для конкретного домена чрезвычайно упрощены, поэтому усилия по разработке могут быть уменьшены на 80%, ускоряя доставку. Более конкретно, пакеты Xpert&reg; поставляются с готовыми концептуальными словарями, правилами и намерениями для вашего бизнеса.</p>\r\n<p style=\"text-align: justify;\"><strong>Доступные пакеты Xpert&reg; по отраслям:&nbsp;</strong>банковский бизнес, телеком, страхование, путешествия</p>","shortDescription":"Пакеты «Xpert®» поставляются с полностью загруженным интеллектуальным виртуальным агентом, предоставляющим готовое распознавание и понимание всех ключевых концепций для определенного домена и языка.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":19,"sellingCount":3,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Xpert® Packages","keywords":"Xpert, пакеты, страхование, готовыми, концептуальными, поставляются, путешествия, доставку","description":"<p>Суперзаряженные пакеты&nbsp;&laquo;Xpert&reg;&raquo;</p>\r\n<p style=\"text-align: justify;\">Благодаря использованию пакетов Xpert&reg; диалоги для категоризации и самообслуживания для конкретного домена чрезвычайно упрощены, поэтому усилия по разработке могут","og:title":"Xpert® Packages","og:description":"<p>Суперзаряженные пакеты&nbsp;&laquo;Xpert&reg;&raquo;</p>\r\n<p style=\"text-align: justify;\">Благодаря использованию пакетов Xpert&reg; диалоги для категоризации и самообслуживания для конкретного домена чрезвычайно упрощены, поэтому усилия по разработке могут","og:image":"https://old.roi4cio.com/fileadmin/content/Xpert_Packages.png"},"eventUrl":"","translationId":7044,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":82,"title":"Unified Communications","alias":"unified-communications","description":"Unified communications (UC) is a framework for integrating various asynchronous and real-time communication tools. The goal of UC is to enhance business communication, collaboration and productivity. Unified communications do not represent a singular technology; rather, it describes a strategy for integrating interconnected systems of enterprise communication devices and applications that can be used in concert or successively.\r\nSome business communication tools - like Internet Protocol (IP) telephony and video conferencing - facilitate real-time communication, also called synchronous communication. Other enterprise communication tools, like email, facilitate asynchronous communication, which takes place at a person's convenience.\r\nIncreasingly, team collaboration tools have emerged to offer messaging-centric workflows and near-real-time communication. These tools also offer voice and video capabilities, API integrations and, ultimately, expound on instant messaging services by providing better UC features.\r\nThe goal of unified communications is to integrate the software that supports synchronous and asynchronous communication, so the end user has easy access to all tools from whatever device is in use.\r\nA unified communications environment is typically supported by one or more back-end systems, often referred to as UC platforms, that facilitate integration among services, as well as the front-end clients that provide access. For example, a web conferencing system would make use of an audio conferencing system - which, in turn, would be built on an underlying IP telephony platform - and a unified messaging client would allow click-to-talk (CTC), click-to-chat or click-to-video functionality.\r\nUC also supports users moving from one mode of communication to another within the same session. For example, a user may start communicating via email but then decide to escalate the interaction to real-time communication, transitioning the session to a voice call with one click and then to a video conference with another click without any disruption.\r\nUnified communications systems and their components can be deployed on premises, in a public or private cloud, or a combination of all three. Cloud-based unified communications is also called UC as a service (UCaaS). An open source project called WebRTC, for example, enables real-time communications to be embedded into web browsers.\r\nHistorically, single-vendor UC environments have demonstrated the tightest integration and compatibility. Interoperability among vendors remains an ongoing challenge in UC, but it has also been mitigated, in part, by partnerships, common protocols and open APIs.","materialsDescription":" <span style=\"font-weight: bold;\">What technology do unified communications have?</span>\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Contrasting unified messaging</span></span>\r\nUnified communications are sometimes confused with unified messaging, but it is distinct. Unified communications refer to both real-time and non-real-time delivery of communications based on the preferred method and location of the recipient; unified messaging culls messages from several sources (such as e-mail, voice mail and faxes), but holds those messages only for retrieval at a later time. Unified communications allow for an individual to check and retrieve an e-mail or voice mail from any communication device at any time. It expands beyond voice mail services to data communications and video services.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Components</span></span>\r\nWith unified communications, multiple modes of business communications are integrated. Unified communications is not a single product but a collection of elements that include:\r\n<ul><li>Call control and multimodal communications</li><li>Presence</li><li>Instant messaging</li><li>Unified messaging</li><li>Speech access and personal assistant</li><li>Conferencing (audio, Web and video)</li><li>Collaboration tools</li><li>Mobility</li><li>Business process integration (BPI)</li><li>Software to enable business process integration</li></ul>\r\nPresence — knowing where intended recipients are, and if they are available, in real-time — is a key component of unified communications. Unified communications integrate all systems a user might already use, and helps those systems work together in real-time. For example, unified communications technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call or even a video call.\r\nIn another example, an employee receives a call from a customer who wants answers. Unified communications enable that employee to call an expert colleague from a real-time list. This way, the employee can answer the customer faster by eliminating rounds of back-and-forth e-mails and phone-tag.\r\nThe examples in the previous paragraph primarily describe &quot;personal productivity&quot; enhancements that tend to benefit the individual user. While such benefits can be important, enterprises are finding that they can achieve even greater impact by using unified communications capabilities to transform business processes. This is achieved by integrating UC functionality directly into the business applications using development tools provided by many of the suppliers. Instead of the individual user invoking the UC functionality to, say, find an appropriate resource, the workflow or process application automatically identifies the resource at the point in the business activity where one is needed.\r\nWhen used in this manner, the concept of presence often changes. Most people associate presence with instant messaging (IM &quot;buddy lists&quot;) the status of individuals is identified. But, in many business process applications, what is important is finding someone with a certain skill. In these environments, presence identifies available skills or capabilities.\r\nThis &quot;business process&quot; approach to integrating UC functionality can result in bottom-line benefits that are an order of magnitude greater than those achievable by personal productivity methods alone.\r\n<span style=\"font-weight: bold;\">Related concepts</span>\r\nUnified communications &amp; collaboration (UCC) is the integration of various communications methods with collaboration tools such as virtual white boards, real-time audio and video conferencing, and enhanced call control capabilities. Before this fusion of communications and collaboration tools into a single platform, enterprise collaboration service vendors and enterprise communications service vendors offered distinctly different solutions. Now, collaboration service vendors also offer communications services, and communications service providers have developed collaboration tools.\r\nUnified communications &amp; collaboration as a service (UCCaaS) is cloud-based UCC platforms. Compared to premises-based UCC solutions, UCCaaS platforms offer enhanced flexibility and scalability due to the SaaS subscription model.\r\nUnified communications provisioning is the act of entering and configuring the settings for users of phone systems, instant messaging, telepresence, and other collaboration channels. Provisioners refer to this process as making moves, adds, changes, and deletes or MAC-Ds.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Unified_Communications.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A contact center is a central point from where you can contact.\r\nThe contact center typically includes one or more call centers but may include other types of customer contact, as well. A contact center is generally part of an enterprise's overall customer relationship management (CRM) strategy.<br />Contact centers and call centers are both centers for customer service, and the two terms are often used interchangeably, but a contact center supports more services than a typical call center.\r\nContact centers offer omnichannel customer support, including email, chat, voice over IP (VoIP) and website support. A call center typically uses phones as the main channel of communication and can handle a mass volume of calls.<br />Contact centers are used for inbound communication, outbound communication or a hybrid of both. Contact center agents also interact with customers via web chat, phone, email or other communication channels.\r\nThe contact center infrastructure that is necessary to support communications may be located on the same premises as the contact center, or it can be located externally.\r\nIn an on-premises scenario, the company that owns the contact center also owns and manages its own hardware and software. This requires staffing and IT investments that some companies choose to forgo by outsourcing those tasks to cloud providers or hosting companies.","materialsDescription":" <span style=\"font-weight: bold;\">What is a Call Center?</span>\r\nTraditionally, a call center is an office where a large number of call center agents provide customer service over the telephone. Inbound call centers receive calls for customer support and often serve as a knowledge base for tech support, billing questions, and other customer service issues. These call centers focus on quick call resolution times and agent productivity. In outbound call centers, agents make calls rather than receive them. These could be sales calls, marketing offers, surveys, fundraising requests, or debt collection, for example.\r\nThe term “call center” conjures an image for many people of waiting on perpetual hold or being routed through an endless IVR that never gives them what they need. Because so many consumers have had a dreadful customer service experience along these lines, call centers have developed a bad rap. But as legacy phone systems give way to newer digital technologies, call centers are evolving.\r\n<span style=\"font-weight: bold;\">What is a Contact Center?</span>\r\nThe term &quot;contact center&quot; (or “contact centre”) reflects the modern reality that there are many other ways to connect with a customer these days besides by telephone. The combined trends of increased customer expectations and newer technologies that allow for many channels of communication are creating a shift in the traditional call center model which has existed for decades. Consumers want more ways to reach businesses, and businesses are looking for new ways to improve customer experience.\r\nWhile call center agents generally focus on inbound and outbound calls, either on traditional phone lines or over VoIP, contact center agents handle a wide variety of communications. In a modern multichannel contact center, technical support might be delivered over in-app chat or video, while order status updates are delivered via SMS, event promotions are sent as push notifications, surveys are deployed over Facebook Messenger, and sales inquiries received by email are sent directly to an agent to connect by phone. Call centers handle voice communications, contact centers handle all communications.\r\nA company’s contact center is usually integrated with their customer relationship management (CRM) system, where all interactions between the organization and the public are tracked, coordinated, and managed. Depending on the infrastructure and ecosystem, it could be comprised of an alphabet soup of complex components. Many companies have purchased off-the-shelf systems or a highly customized network of technologies from multiple vendors. Some companies have adopted a cloud-based solution or two, but they remain siloed from the rest of their systems and can’t talk to each other.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Contact_Center1.png"},{"id":186,"title":"VoIP - Voice over Internet Protocol","alias":"voip-voice-over-internet-protocol","description":"<span style=\"font-weight: bold;\">Voice over Internet Protocol </span>(Voice over IP, VoIP) is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. Other terms commonly associated with VoIP solutions are IP telephony, Internet telephony, broadband telephony, and broadband phone service.\r\nThe term Internet telephony specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN). The steps and principles involved in originating VoIP telephone calls are similar to traditional digital telephony and involve signaling, channel setup, digitization of the analog voice signals, and encoding.\r\nInstead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs as IP packets over a packet-switched network. Such transmission entails careful considerations about resource management different from time-division multiplexing (TDM) networks.\r\n\r\n\r\n\r\n","materialsDescription":"<h1 class=\"align-center\"> What are the benefits of VoIP?</h1>\r\n VoIP technology can facilitate tasks and deliver services that might be cumbersome or costly to implement when using traditional PSTN: \r\n<ul><li>More than one phone call can be transmitted on the same broadband phone line. This way, VoIP system can facilitate the addition of telephone lines to businesses without the need for additional physical lines.</li><li>Features that are usually charged extra by telecommunication companies, such as call forwarding, caller ID or automatic redialing, are simple with voice over internet technology.</li><li>Unified Communications are secured with VoIP technology, as it allows integration with other services available on the internet such as video conversation, messaging, etc. </li></ul>\r\n<h1 class=\"align-center\">VoIP programs </h1>\r\nThere are four main types of VoIP technology. Each option has varying levels of complexity which can impact ease of implementation and maintenance.\r\n <span style=\"font-weight: bold;\">Integrated Access</span>\r\nIntegrated access is the VoIP service that most mimics the traditional phone line. With integrated access VoIP, businesses integrate VoIP software and existing, legacy phone systems. This approach lets the business keep its old number and equipment while also gaining access to advanced telecommunications features. \r\n<span style=\"font-weight: bold;\">SIP Trunks</span>\r\n Session Initial Protocol (SIP) transmits voice and video information across a data network, letting VoIP users take advantage of shared lines and increase their communications flexibility. Because all data is sent over a network, businesses can use SIP trunks to replace traditional analog phone networks or use a VoIP gateway to integrate SIP trunking with legacy phone systems. \r\n<span style=\"font-weight: bold;\">Hosted IP PBX</span>\r\n What most people envision when they think of VoIP, this VoIP solution sees a vendor host and operate the private branch exchange, offering unified communications solutions. The business connects to a hosted cloud-based PBX network via its IP network. Phone system hardware is maintained off-site by the hosted IP PBX vendor, and all responsibility for the hardware, software, maintenance, security and upgrades all falls on the hosted PBX provider. \r\n <span style=\"font-weight: bold;\">Managed IP PBX </span>\r\nSimilar to Hosted IP PBX, this version of the unified communication solution is outsourced to a third party that takes care of all management requirements, but instead of phone hardware being off-site, the equipment is housed on-premise by the business. \r\nUnderstanding these different services of VoIP communication can help a business determine the system that best suits its needs. SIP Trunks, for instance, are more attractive to those who want to install their own technology and manage it themselves, while still connecting to VoIP features.\r\n On the other hand, managed IP PBX is a good option for those who don’t have the resources to buy and operate their own VoIP systems. The Hosted IP PBX solution frees the business to select the VoIP management software that works for them and liberates them from the cost and administrative headache of maintaining both voice and data lines and the related carrier partnerships. ","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/VoIP_-_Voice_over_Internet_Protocol.png"},{"id":750,"title":"Biometric Identification","alias":"biometric-identification","description":"<p itemprop=\"headline\">Biometric systems use people’s intrinsic physical characteristics to verify their identification. The characteristics that can be used by biometric systems include fingerprints, facial identification systems, voice recognition systems and in new developments – the analysis of DNA. Biometric security systems are applied wherever there is a need for personal identification where control of access to material objects or information is required.</p>\r\n<p itemprop=\"headline\" class=\"align-center\"><span style=\"font-weight: bold; \">Types of biometric identification</span></p>\r\n<ul><li><span style=\"font-weight: bold; \">DNA Matching.</span> The identification of an individual using the analysis of segments from DNA.</li><li><span style=\"font-weight: bold; \">Ear.</span> The identification of an individual using the shape of the ear.</li><li><span style=\"font-weight: bold; \">Eyes - Iris Recognition.</span> The use of the features found in the iris to identify an individual.</li><li><span style=\"font-weight: bold; \">Eyes - Retina Recognition.</span> The use of patterns of veins in the back of the eye to accomplish recognition.</li><li><span style=\"font-weight: bold; \">Face Recognition. </span>The analysis of facial features or patterns for the authentication or recognition of an individuals identity. Most face recognition systems either use eigenfaces or local feature analysis.</li><li><span style=\"font-weight: bold; \">Fingerprint Recognition.</span> The use of the ridges and valleys (minutiae) found on the surface tips of a human finger to identify an individual.</li><li><span style=\"font-weight: bold; \">Finger Geometry Recognition.</span> The use of 3D geometry of the finger to determine identity.</li><li><span style=\"font-weight: bold; \">Gait.</span> The use of an individuals walking style or gait to determine identity.</li><li><span style=\"font-weight: bold; \">Odour. </span>The use of an individuals odor to determine identity.</li><li><span style=\"font-weight: bold; \">Hand Geometry Recognition. </span>The use of the geometric features of the hand such as the lengths of fingers and the width of the hand to identify an individual.</li><li><span style=\"font-weight: bold; \">Typing Recognition. </span>The use of the unique characteristics of a persons typing for establishing identity.</li><li><span style=\"font-weight: bold; \">Hand Vein Recognition. </span>Vein recognition is a type of biometrics that can be used to identify individuals based on the vein patterns in the human finger or palm.</li><li><span style=\"font-weight: bold; \">Voice - Speaker Identification. </span>Identification is the task of determining an unknown speaker’s identity. Speaker identification is a 1:N (many) match where the voice is compared against N templates. Speaker identification systems can also be implemented covertly without the user’s knowledge to identify talkers in a discussion, alert automated systems of speaker changes, check if a user is already enrolled in a system, etc.</li><li><span style=\"color: rgb(97, 97, 97); \"><span style=\"font-weight: bold; \">Voice - Speaker Verification/Authentication.</span>The use of the voice as a method of determining the identity of a speaker for access control. If the speaker claims to be of a certain identity and the voice is used to verify this claim. Speaker verification is a 1:1 match where one speaker’s voice is matched to one template (also called a “voice print” or “voice model”). Speaker verification is usually employed as a “gatekeeper” in order to provide access to a secure system (e.g.: telephone banking). These systems operate with the user’s knowledge and typically require their cooperation.</span></li><li> <span style=\"font-weight: bold; \">Signature Recognition.</span> The authentication of an individual by the analysis of handwriting style, in particular the signature. There are two key types of digital handwritten signature authentication, Static and Dynamic. Static is most often a visual comparison between one scanned signature and another scanned signature, or a scanned signature against an ink signature. Technology is available to check two scanned signatures using advances algorithms. Dynamic is becoming more popular as ceremony data is captured along with the X,Y,T and P Coordinates of the signor from the signing device. This data can be utilised in a court of law using digital forensic examination tools, and to create a biometric template from which dynamic signatures can be authenticated either at time of signing or post signing, and as triggers in workflow processes.</li></ul>\r\n<br /><br />","materialsDescription":"<h1 class=\"align-center\"> Biometric Identification or Biometric Authentication?<span style=\"font-weight: bold; \"><br /></span></h1>\r\n<span style=\"font-weight: bold; \">Biometric identification</span> answers the question “who are you” and can be applied to both physical and digital scenarios. It is an established solution that is being used in many applications including law enforcement, defense, and border control.\r\nBiometric identification system usually applies to a situation where an organization needs to identify a person. The organization captures a biometric from that individual and then searches a biometric id system repository in an attempt to correctly identify the person. The biometric repository could be managed by a law enforcement agency, such as the Integrated Automated Fingerprint System (IAFIS) run by the FBI in the USA, or be part of a national identity system like India’s UIDAI system.\r\n<span style=\"font-weight: bold; \">Biometric authentication </span>asks the question “can you prove who you are” and is predominantly related to proof of identity in digital scenarios. A <span style=\"font-size:10pt; font-family:Arial; font-style:normal; \">biometric identity verification</span>system will challenge someone to prove their identity and the person has to respond in order to allow them access to a system or service.\r\nBiometric authentication involves use of a factor that is something a person is – a biometric identifier from a person can include a fingerprint, their voice, face, or even their behavior. This biometric is indexed against other identifiers, such as a user id or employee number, with the identifier being matched against a single stored biometric template – one-to-one match.\r\n<h1 class=\"align-center\">Where is biometric identification technology used?</h1>\r\nHistorically, applications using have been predominantly initiated by authorities for military access control, criminal or civil identification under a tightly regulated legal and technical framework. \r\nToday, sectors, including banking, retail, and mobile commerce, are demonstrating a real appetite for the benefits of biometric identity systems.<br />Most importantly, awareness and acceptance have been boosted in the past seven years, as millions of smartphone users are unlocking their phones with a fingerprint or a face. The most typical use cases of biometric technologies are:\r\n<ul><li>Law enforcement and public security (criminal/suspect identification)</li><li>Military (enemy/ally identification)</li><li>Border, travel, and migration control (traveler/migrant/passenger identification)</li><li>Civil identification (citizen/resident/voter identification)</li><li>Healthcare and subsidies (patient/beneficiary/healthcare professional identification)</li><li>Physical and logical access (owner/user/employee/contractor/partner identification)</li><li>Commercial applications (consumer/customer identification)</li></ul>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Biometric_Identification.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1073,"logoURL":"https://old.roi4cio.com/fileadmin/content/omIVR.png","logo":true,"scheme":false,"title":"omIVR® Контакт Центр","vendorVerified":0,"rating":"0.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"omivrr-kontakt-centr","companyTitle":"Omilia","companyTypes":["supplier","vendor"],"companyId":3998,"companyAlias":"omilia-conversational-intelligence","description":"<p>Функции omIVR&reg;</p>\r\n<p>omIVR&reg; выполняет поток вызовов диалога и вызывает службы deepASR&reg; для речи в текст и omTTS&reg; для синтеза речи, используя стандартный протокол MRCP. 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Unified communications do not represent a singular technology; rather, it describes a strategy for integrating interconnected systems of enterprise communication devices and applications that can be used in concert or successively.\r\nSome business communication tools - like Internet Protocol (IP) telephony and video conferencing - facilitate real-time communication, also called synchronous communication. Other enterprise communication tools, like email, facilitate asynchronous communication, which takes place at a person's convenience.\r\nIncreasingly, team collaboration tools have emerged to offer messaging-centric workflows and near-real-time communication. These tools also offer voice and video capabilities, API integrations and, ultimately, expound on instant messaging services by providing better UC features.\r\nThe goal of unified communications is to integrate the software that supports synchronous and asynchronous communication, so the end user has easy access to all tools from whatever device is in use.\r\nA unified communications environment is typically supported by one or more back-end systems, often referred to as UC platforms, that facilitate integration among services, as well as the front-end clients that provide access. For example, a web conferencing system would make use of an audio conferencing system - which, in turn, would be built on an underlying IP telephony platform - and a unified messaging client would allow click-to-talk (CTC), click-to-chat or click-to-video functionality.\r\nUC also supports users moving from one mode of communication to another within the same session. For example, a user may start communicating via email but then decide to escalate the interaction to real-time communication, transitioning the session to a voice call with one click and then to a video conference with another click without any disruption.\r\nUnified communications systems and their components can be deployed on premises, in a public or private cloud, or a combination of all three. Cloud-based unified communications is also called UC as a service (UCaaS). An open source project called WebRTC, for example, enables real-time communications to be embedded into web browsers.\r\nHistorically, single-vendor UC environments have demonstrated the tightest integration and compatibility. Interoperability among vendors remains an ongoing challenge in UC, but it has also been mitigated, in part, by partnerships, common protocols and open APIs.","materialsDescription":" <span style=\"font-weight: bold;\">What technology do unified communications have?</span>\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Contrasting unified messaging</span></span>\r\nUnified communications are sometimes confused with unified messaging, but it is distinct. Unified communications refer to both real-time and non-real-time delivery of communications based on the preferred method and location of the recipient; unified messaging culls messages from several sources (such as e-mail, voice mail and faxes), but holds those messages only for retrieval at a later time. Unified communications allow for an individual to check and retrieve an e-mail or voice mail from any communication device at any time. It expands beyond voice mail services to data communications and video services.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Components</span></span>\r\nWith unified communications, multiple modes of business communications are integrated. Unified communications is not a single product but a collection of elements that include:\r\n<ul><li>Call control and multimodal communications</li><li>Presence</li><li>Instant messaging</li><li>Unified messaging</li><li>Speech access and personal assistant</li><li>Conferencing (audio, Web and video)</li><li>Collaboration tools</li><li>Mobility</li><li>Business process integration (BPI)</li><li>Software to enable business process integration</li></ul>\r\nPresence — knowing where intended recipients are, and if they are available, in real-time — is a key component of unified communications. Unified communications integrate all systems a user might already use, and helps those systems work together in real-time. For example, unified communications technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call or even a video call.\r\nIn another example, an employee receives a call from a customer who wants answers. Unified communications enable that employee to call an expert colleague from a real-time list. This way, the employee can answer the customer faster by eliminating rounds of back-and-forth e-mails and phone-tag.\r\nThe examples in the previous paragraph primarily describe &quot;personal productivity&quot; enhancements that tend to benefit the individual user. While such benefits can be important, enterprises are finding that they can achieve even greater impact by using unified communications capabilities to transform business processes. This is achieved by integrating UC functionality directly into the business applications using development tools provided by many of the suppliers. Instead of the individual user invoking the UC functionality to, say, find an appropriate resource, the workflow or process application automatically identifies the resource at the point in the business activity where one is needed.\r\nWhen used in this manner, the concept of presence often changes. Most people associate presence with instant messaging (IM &quot;buddy lists&quot;) the status of individuals is identified. But, in many business process applications, what is important is finding someone with a certain skill. In these environments, presence identifies available skills or capabilities.\r\nThis &quot;business process&quot; approach to integrating UC functionality can result in bottom-line benefits that are an order of magnitude greater than those achievable by personal productivity methods alone.\r\n<span style=\"font-weight: bold;\">Related concepts</span>\r\nUnified communications &amp; collaboration (UCC) is the integration of various communications methods with collaboration tools such as virtual white boards, real-time audio and video conferencing, and enhanced call control capabilities. Before this fusion of communications and collaboration tools into a single platform, enterprise collaboration service vendors and enterprise communications service vendors offered distinctly different solutions. Now, collaboration service vendors also offer communications services, and communications service providers have developed collaboration tools.\r\nUnified communications &amp; collaboration as a service (UCCaaS) is cloud-based UCC platforms. Compared to premises-based UCC solutions, UCCaaS platforms offer enhanced flexibility and scalability due to the SaaS subscription model.\r\nUnified communications provisioning is the act of entering and configuring the settings for users of phone systems, instant messaging, telepresence, and other collaboration channels. Provisioners refer to this process as making moves, adds, changes, and deletes or MAC-Ds.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Unified_Communications.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A contact center is a central point from where you can contact.\r\nThe contact center typically includes one or more call centers but may include other types of customer contact, as well. A contact center is generally part of an enterprise's overall customer relationship management (CRM) strategy.<br />Contact centers and call centers are both centers for customer service, and the two terms are often used interchangeably, but a contact center supports more services than a typical call center.\r\nContact centers offer omnichannel customer support, including email, chat, voice over IP (VoIP) and website support. A call center typically uses phones as the main channel of communication and can handle a mass volume of calls.<br />Contact centers are used for inbound communication, outbound communication or a hybrid of both. Contact center agents also interact with customers via web chat, phone, email or other communication channels.\r\nThe contact center infrastructure that is necessary to support communications may be located on the same premises as the contact center, or it can be located externally.\r\nIn an on-premises scenario, the company that owns the contact center also owns and manages its own hardware and software. This requires staffing and IT investments that some companies choose to forgo by outsourcing those tasks to cloud providers or hosting companies.","materialsDescription":" <span style=\"font-weight: bold;\">What is a Call Center?</span>\r\nTraditionally, a call center is an office where a large number of call center agents provide customer service over the telephone. Inbound call centers receive calls for customer support and often serve as a knowledge base for tech support, billing questions, and other customer service issues. These call centers focus on quick call resolution times and agent productivity. In outbound call centers, agents make calls rather than receive them. These could be sales calls, marketing offers, surveys, fundraising requests, or debt collection, for example.\r\nThe term “call center” conjures an image for many people of waiting on perpetual hold or being routed through an endless IVR that never gives them what they need. Because so many consumers have had a dreadful customer service experience along these lines, call centers have developed a bad rap. But as legacy phone systems give way to newer digital technologies, call centers are evolving.\r\n<span style=\"font-weight: bold;\">What is a Contact Center?</span>\r\nThe term &quot;contact center&quot; (or “contact centre”) reflects the modern reality that there are many other ways to connect with a customer these days besides by telephone. The combined trends of increased customer expectations and newer technologies that allow for many channels of communication are creating a shift in the traditional call center model which has existed for decades. Consumers want more ways to reach businesses, and businesses are looking for new ways to improve customer experience.\r\nWhile call center agents generally focus on inbound and outbound calls, either on traditional phone lines or over VoIP, contact center agents handle a wide variety of communications. In a modern multichannel contact center, technical support might be delivered over in-app chat or video, while order status updates are delivered via SMS, event promotions are sent as push notifications, surveys are deployed over Facebook Messenger, and sales inquiries received by email are sent directly to an agent to connect by phone. Call centers handle voice communications, contact centers handle all communications.\r\nA company’s contact center is usually integrated with their customer relationship management (CRM) system, where all interactions between the organization and the public are tracked, coordinated, and managed. Depending on the infrastructure and ecosystem, it could be comprised of an alphabet soup of complex components. Many companies have purchased off-the-shelf systems or a highly customized network of technologies from multiple vendors. Some companies have adopted a cloud-based solution or two, but they remain siloed from the rest of their systems and can’t talk to each other.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Contact_Center1.png"},{"id":186,"title":"VoIP - Voice over Internet Protocol","alias":"voip-voice-over-internet-protocol","description":"<span style=\"font-weight: bold;\">Voice over Internet Protocol </span>(Voice over IP, VoIP) is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. Other terms commonly associated with VoIP solutions are IP telephony, Internet telephony, broadband telephony, and broadband phone service.\r\nThe term Internet telephony specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN). The steps and principles involved in originating VoIP telephone calls are similar to traditional digital telephony and involve signaling, channel setup, digitization of the analog voice signals, and encoding.\r\nInstead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs as IP packets over a packet-switched network. Such transmission entails careful considerations about resource management different from time-division multiplexing (TDM) networks.\r\n\r\n\r\n\r\n","materialsDescription":"<h1 class=\"align-center\"> What are the benefits of VoIP?</h1>\r\n VoIP technology can facilitate tasks and deliver services that might be cumbersome or costly to implement when using traditional PSTN: \r\n<ul><li>More than one phone call can be transmitted on the same broadband phone line. This way, VoIP system can facilitate the addition of telephone lines to businesses without the need for additional physical lines.</li><li>Features that are usually charged extra by telecommunication companies, such as call forwarding, caller ID or automatic redialing, are simple with voice over internet technology.</li><li>Unified Communications are secured with VoIP technology, as it allows integration with other services available on the internet such as video conversation, messaging, etc. </li></ul>\r\n<h1 class=\"align-center\">VoIP programs </h1>\r\nThere are four main types of VoIP technology. Each option has varying levels of complexity which can impact ease of implementation and maintenance.\r\n <span style=\"font-weight: bold;\">Integrated Access</span>\r\nIntegrated access is the VoIP service that most mimics the traditional phone line. With integrated access VoIP, businesses integrate VoIP software and existing, legacy phone systems. This approach lets the business keep its old number and equipment while also gaining access to advanced telecommunications features. \r\n<span style=\"font-weight: bold;\">SIP Trunks</span>\r\n Session Initial Protocol (SIP) transmits voice and video information across a data network, letting VoIP users take advantage of shared lines and increase their communications flexibility. Because all data is sent over a network, businesses can use SIP trunks to replace traditional analog phone networks or use a VoIP gateway to integrate SIP trunking with legacy phone systems. \r\n<span style=\"font-weight: bold;\">Hosted IP PBX</span>\r\n What most people envision when they think of VoIP, this VoIP solution sees a vendor host and operate the private branch exchange, offering unified communications solutions. The business connects to a hosted cloud-based PBX network via its IP network. Phone system hardware is maintained off-site by the hosted IP PBX vendor, and all responsibility for the hardware, software, maintenance, security and upgrades all falls on the hosted PBX provider. \r\n <span style=\"font-weight: bold;\">Managed IP PBX </span>\r\nSimilar to Hosted IP PBX, this version of the unified communication solution is outsourced to a third party that takes care of all management requirements, but instead of phone hardware being off-site, the equipment is housed on-premise by the business. \r\nUnderstanding these different services of VoIP communication can help a business determine the system that best suits its needs. SIP Trunks, for instance, are more attractive to those who want to install their own technology and manage it themselves, while still connecting to VoIP features.\r\n On the other hand, managed IP PBX is a good option for those who don’t have the resources to buy and operate their own VoIP systems. The Hosted IP PBX solution frees the business to select the VoIP management software that works for them and liberates them from the cost and administrative headache of maintaining both voice and data lines and the related carrier partnerships. 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Щелкнув ссылку, можно получить развернутую картинку , что сказал клиент.</p>\r\n<ul>\r\n<li>Обнаружение частых терминов, фраз и концепций</li>\r\n<li>Поиск разговоров для конкретных продуктов и действий</li>\r\n<li>Быстрое выявление и принятие мер по коренным причинам</li>\r\n<li>Найти любую комбинацию метаданных, слов и фраз</li>\r\n</ul>","shortDescription":"Визуализируйте Big Data, созданные DiaManT®, чтобы анализировать разговоры клиентов с виртуальным агентом, а также с живыми агентами","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":9,"sellingCount":20,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"omAnalytics®","keywords":"слов, клиенты, говорят, фраз, разговоров, конкретных, клиент, сказал","description":"<p>Возможности omAnalytics</p>\r\n<p>Глубокий анализ разговоров клиентов с DiaManT&reg; и живыми агентами, чтобы обеспечить понимание &laquo;что&raquo; именно &nbsp;говорят клиенты. 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","og:image":"https://old.roi4cio.com/fileadmin/content/omAnalytics_03.png"},"eventUrl":"","translationId":7050,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":69,"title":"Business Analytics","alias":"business-analytics","description":"Business Analytics is “the study of data through statistical and operations analysis, the formation of predictive models, application of optimization techniques, and the communication of these results to customers, business partners, and college executives.” Business Analytics requires quantitative methods and evidence-based data for business modeling and decision making; as such, Business Analytics requires the use of Big Data.\r\nSAS describes Big Data as “a term that describes the large volume of data – both structured and unstructured – that inundates a business on a day-to-day basis.” What’s important to keep in mind about Big Data is that the amount of data is not as important to an organization as the analytics that accompany it. When companies analyze Big Data, they are using Business Analytics to get the insights required for making better business decisions and strategic moves.\r\nCompanies use Business Analytics (BA) to make data-driven decisions. The insight gained by BA enables these companies to automate and optimize their business processes. In fact, data-driven companies that utilize Business Analytics achieve a competitive advantage because they are able to use the insights to:\r\n<ul><li>Conduct data mining (explore data to find new patterns and relationships)</li><li>Complete statistical analysis and quantitative analysis to explain why certain results occur</li><li>Test previous decisions using A/B testing and multivariate testing</li><li>Make use of predictive modeling and predictive analytics to forecast future results</li></ul>\r\nBusiness Analytics also provides support for companies in the process of making proactive tactical decisions, and BA makes it possible for those companies to automate decision making in order to support real-time responses.","materialsDescription":"<span style=\"font-weight: bold; \">What does Business Analytics (BA) mean?</span>\r\nBusiness analytics (BA) refers to all the methods and techniques that are used by an organization to measure performance. Business analytics are made up of statistical methods that can be applied to a specific project, process or product. Business analytics can also be used to evaluate an entire company. Business analytics are performed in order to identify weaknesses in existing processes and highlight meaningful data that will help an organization prepare for future growth and challenges.\r\nThe need for good business analytics has spurred the creation of business analytics software and enterprise platforms that mine an organization’s data in order to automate some of these measures and pick out meaningful insights.\r\nAlthough the term has become a bit of a buzzword, business analytics are a vital part of any business. Business analytics make up a large portion of decision support systems, continuous improvement programs and many of the other techniques used to keep a business competitive. Consequently, accurate business analytics like efficiency measures and capacity utilization rates are the first step to properly implementing these techniques.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Business_Analytics.png"},{"id":70,"title":"OLAP - online analytical processing","alias":"olap-online-analytical-processing","description":"<span style=\"font-weight: bold; \">OLAP (online analytical processing)</span> is a computing method that enables users to easily and selectively extract and query data in order to analyze it from different points of view. OLAP business intelligence queries often aid in trends analysis, financial reporting, sales forecasting, budgeting and other planning purposes.\r\nTo facilitate this kind of analysis, data is collected from multiple data sources and stored in data warehouses then cleansed and organized into <span style=\"font-weight: bold; \">data cubes.</span> Each OLAP cube contains data categorized by dimensions (such as customers, geographic sales region and time period) derived by dimensional tables in the data warehouses. Dimensions are then populated by members (such as customer names, countries and months) that are organized hierarchically.\r\nAnalysts can then perform five types of online analytical processing system operations against these multidimensional databases: \r\n<ol><li><span style=\"font-weight: bold; \">Roll-up.</span> Also known as consolidation, or drill-up, this operation summarizes the data along the dimension.</li><li><span style=\"font-weight: bold; \">Drill-down.</span> This allows analysts to navigate deeper among the dimensions of data, for example drilling down from &quot;time period&quot; to &quot;years&quot; and &quot;months&quot; to chart sales growth for a product.</li><li><span style=\"font-weight: bold; \">Slice. </span>This enables an analyst to take one level of information for display</li><li><span style=\"font-weight: bold; \">Dice. </span>This allows an analyst to select data from multiple dimensions to analyze</li><li><span style=\"font-weight: bold; \">Pivot.</span> Analysts can gain a new view of data by rotating the data axes of the cube.</li></ol>\r\nOLAP software then locates the intersection of dimensions, such as all products sold in the Eastern region above a certain price during a certain time period, and displays them. The result is the &quot;measure&quot;; each OLAP cube has at least one to perhaps hundreds of measures, which are derived from information stored in fact tables in the data warehouse.\r\n<p class=\"align-center\"><span style=\"font-weight: bold; \">Types of OLAP: &nbsp; </span></p>\r\n<ul><li><span style=\"font-weight: bold;\">Relational online analytical processing (ROLAP):</span> ROLAP is an extended RDBMS along with multidimensional data mapping to perform the standard relational operation.</li><li><span style=\"font-weight: bold;\">Multidimensional OLAP (MOLAP):</span> MOLAP Implementes operation in multidimensional data.</li><li><span style=\"font-weight: bold;\">Hybrid OnlineAnalytical Processing (HOLAP):</span> In HOLAP approach the aggregated totals are stored in a multidimensional database while the detailed data is stored in the relational database. This offers both data efficiency of the ROLAP model and the performance of the MOLAP model.</li><li><span style=\"font-weight: bold;\">Desktop OLAP (DOLAP):</span> In Desktop OLAP system, a user downloads a part of the data from the database locally, or on their desktop and analyze it. DOLAP is relatively cheaper to deploy as it offers very few functionalities compares to other OLAP tools.</li><li><span style=\"font-weight: bold;\">Web based OLAP (WOLAP):</span> Web OLAP which is OLAP system accessible via the web browser. WOLAP is a three-tiered architecture. It consists of three components: client, middleware, and a database server.</li><li><span style=\"font-weight: bold;\">Mobile OLAP:</span> Mobile OLAP process helps users to access and analyze OLAP data using their mobile devices</li><li><span style=\"font-weight: bold;\">Spatial OLAP:</span> SOLAP is created to facilitate management of both spatial and non-spatial data in a Geographic Information system (GIS) </li></ul>","materialsDescription":"<h1 class=\"align-center\">Implementing an OLAP Solution</h1>\r\nImplementation of OLAP depends not only on the type of software, but also on underlying data sources and the intended business objective(s). Each industry or business area is specific and requires some degree of customized modeling to create multidimensional “cubes” for data loading and reporting building, at minimum. An OLAP program might be intended for dynamic reporting for finance professionals, with source data originating in an ERP system. Or a solution might address a medical institution’s activities as concerns patient analysis. All of which is to say that customers need to have clear objectives in mind for an intended solution, and start to consider product selection on that basis. Another factor to consider in an OLAP implementation is the delivery to end users: does the initial user base want to adopt a new front end, or is there a preference for utilizing a dashboard? Or&nbsp; perhaps users are better served by a dynamic spreadsheet “delivery” system to achieve, for example, a collaborative budgeting and forecasting solution.\r\n<h1 class=\"align-center\">Advantages and Disadvantages of OLAP</h1>\r\n<p class=\"align-left\"><span style=\"font-weight: bold;\">Advantages</span></p>\r\n<ul><li>OLAP is a platform for all type of business includes planning, budgeting, reporting, and analysis.</li><li>Information and calculations are consistent in an OLAP cube. This is a crucial benefit.</li><li>Quickly create and analyze &quot;What if&quot; scenarios</li><li>Easily search OLAP database for broad or specific terms.</li><li>OLAP provides the building blocks for business modeling tools, Data mining tools, performance reporting tools.</li><li>Allows users to do slice and dice cube data all by various dimensions, measures, and filters.</li><li>It is good for analyzing time series.</li><li>Finding some clusters and outliers is easy with OLAP.</li><li> It is a powerful visualization online analytical process system which provides faster response times</li></ul>\r\n<p class=\"align-left\"><span style=\"font-weight: bold;\">Disadvantages</span></p>\r\n<ul><li>OLAP requires organizing data into a star or snowflake schema. These schemas are complicated to implement and administer.</li><li>You cannot have large number of dimensions in a single OLAP cube.</li><li>Transactional data cannot be accessed with OLAP system.</li><li>Any modification in an OLAP cube needs a full update of the cube. This is a time-consuming process.</li></ul>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/OLAP_-__online_analytical_processing.png"},{"id":76,"title":"CPM - Corporate Performance Management","alias":"cpm-corporate-performance-management","description":"<span style=\"font-weight: bold; \">Corporate performance management (CPM)</span> is an umbrella term that describes the methodologies, metrics, processes and systems used to monitor and manage the business performance of an enterprise. Applications that enable CPM translate strategically focused information to operational plans and send aggregated results. These applications are also integrated into many elements of the planning and control cycle, or they address BAM or customer relationship optimization needs.\r\nCPM must be supported by a suite of analytical applications that provide the functionality to support these processes, methodologies and metrics.\r\n&nbsp;A CPM system is software that monitors and manages an organization's performance, according to key performance indicators. These can be revenue, return on investment, or other corporate strategic goals, such as increasing operational efficiency or improving corporate strategy.\r\nCorporate performance management system supports financial budgeting, planning and forecasting, and help leaders manage strategy and track the company’s financial health against goals. Corporate performance management tools are commonly used by the finance department, but are increasingly designed to be used across the enterprise. All in all, financial corporate performance management helps CFOs and other leaders maintain a clear picture of organizational performance.\r\n<p class=\"align-center\"><span style=\"font-weight: bold; \">CPM Software Comparison</span></p>\r\nTo compare different CPM tools, you might want to consider evaluating options based on these factors:\r\n<span style=\"font-weight: bold; \">Finance vs Strategy:</span> Do you care more about strategic planning or financials (such as consolidation and close, reporting, etc)? Financial corporate performance management products rarely do both of these well, so depending on which is your priority, compare tools based on both capabilities. Look at feature ratings for budgeting, planning and forecasting, versus consolidation and close and reporting.\r\n<span style=\"font-weight: bold; \">Deployment type:</span> Corporate performance management solutions may be cloud-based, on-premise, or offer both deployment types.\r\n<span style=\"font-weight: bold; \">Usability:</span> Ease of use is an important factor, even more so if your use of the CPM software will extend beyond the Finance team. Look for comments about usability in pros &amp; cons sections of reviews, and compare how the products rate for usability.\r\n<span style=\"font-weight: bold; \">Reporting:</span> Corporate performance management software is very centered on reporting and the ability to build custom reports. Reviewers often comment on the quality of reporting, and are asked to rate products based on reporting features.\r\n\r\n","materialsDescription":"<h1 class=\"align-center\">Why is CPM important and who is CPM important for?</h1>\r\nRecent studies have shown that strategy execution is the number one area of focus for senior executives today and CPM performance management is a way to help ensure your strategies get executed. By integrating organizational goals, metrics, and projects, your company is aligned around strategic priorities and can focus on the key drivers of the business.\r\nCPM is important for every company, but especially those looking to:\r\n<ul><li>Remodel their budget</li><li>Reduce costs</li><li>Better align KPIs</li><li>Upgrade their organizational strategy</li><li>Improve the financial planning process<span style=\"font-weight: bold; \"></span></li></ul>\r\n<h1 class=\"align-center\">Importance of Corporate Performance Management Software</h1>\r\nIn the era of business management intelligence, it’s important that corporations embrace processes automation. Here are some of the benefits of adopting an enterprise and corporate performance management solution.\r\n<span style=\"font-weight: bold;\">1. Real-time feedback.</span> Performance management software has smart dashboards which contain every measurable metric a management team may need to use in its decision-making. However, the detail is not in the variety. It’s in the ability to read and use data as changes happen in real-time across all parts of the organization. \r\n<span style=\"font-weight: bold;\">2. Data consolidation for easy management.</span> The tools have the intelligence to gather, group, and combine data from multiple sources, be it departments, spreadsheets, or even companies. \r\n<span style=\"font-weight: bold;\">3. Provide ease of risk management.</span> One significant advantage of CPM is the integration of tools like what-if models. For instance, the model empowers managers to mitigate risks and make informed decisions based on the simulation of the best-worst case scenarios. \r\n<span style=\"font-weight: bold;\">4. Provide simple data feedback and access.</span> Performance management tools enable managers to have ease of access to information while still fostering accuracy and quality. \r\n<span style=\"font-weight: bold;\">5. Ease of collaboration.</span> CPM tools are not only locally integrated but also cloud connected to allows all users to stay in sync across all departments.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CPM_-_Corporate_Performance_Management.png"},{"id":82,"title":"Unified Communications","alias":"unified-communications","description":"Unified communications (UC) is a framework for integrating various asynchronous and real-time communication tools. The goal of UC is to enhance business communication, collaboration and productivity. Unified communications do not represent a singular technology; rather, it describes a strategy for integrating interconnected systems of enterprise communication devices and applications that can be used in concert or successively.\r\nSome business communication tools - like Internet Protocol (IP) telephony and video conferencing - facilitate real-time communication, also called synchronous communication. Other enterprise communication tools, like email, facilitate asynchronous communication, which takes place at a person's convenience.\r\nIncreasingly, team collaboration tools have emerged to offer messaging-centric workflows and near-real-time communication. These tools also offer voice and video capabilities, API integrations and, ultimately, expound on instant messaging services by providing better UC features.\r\nThe goal of unified communications is to integrate the software that supports synchronous and asynchronous communication, so the end user has easy access to all tools from whatever device is in use.\r\nA unified communications environment is typically supported by one or more back-end systems, often referred to as UC platforms, that facilitate integration among services, as well as the front-end clients that provide access. For example, a web conferencing system would make use of an audio conferencing system - which, in turn, would be built on an underlying IP telephony platform - and a unified messaging client would allow click-to-talk (CTC), click-to-chat or click-to-video functionality.\r\nUC also supports users moving from one mode of communication to another within the same session. For example, a user may start communicating via email but then decide to escalate the interaction to real-time communication, transitioning the session to a voice call with one click and then to a video conference with another click without any disruption.\r\nUnified communications systems and their components can be deployed on premises, in a public or private cloud, or a combination of all three. Cloud-based unified communications is also called UC as a service (UCaaS). An open source project called WebRTC, for example, enables real-time communications to be embedded into web browsers.\r\nHistorically, single-vendor UC environments have demonstrated the tightest integration and compatibility. Interoperability among vendors remains an ongoing challenge in UC, but it has also been mitigated, in part, by partnerships, common protocols and open APIs.","materialsDescription":" <span style=\"font-weight: bold;\">What technology do unified communications have?</span>\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Contrasting unified messaging</span></span>\r\nUnified communications are sometimes confused with unified messaging, but it is distinct. Unified communications refer to both real-time and non-real-time delivery of communications based on the preferred method and location of the recipient; unified messaging culls messages from several sources (such as e-mail, voice mail and faxes), but holds those messages only for retrieval at a later time. Unified communications allow for an individual to check and retrieve an e-mail or voice mail from any communication device at any time. It expands beyond voice mail services to data communications and video services.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Components</span></span>\r\nWith unified communications, multiple modes of business communications are integrated. Unified communications is not a single product but a collection of elements that include:\r\n<ul><li>Call control and multimodal communications</li><li>Presence</li><li>Instant messaging</li><li>Unified messaging</li><li>Speech access and personal assistant</li><li>Conferencing (audio, Web and video)</li><li>Collaboration tools</li><li>Mobility</li><li>Business process integration (BPI)</li><li>Software to enable business process integration</li></ul>\r\nPresence — knowing where intended recipients are, and if they are available, in real-time — is a key component of unified communications. Unified communications integrate all systems a user might already use, and helps those systems work together in real-time. For example, unified communications technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call or even a video call.\r\nIn another example, an employee receives a call from a customer who wants answers. Unified communications enable that employee to call an expert colleague from a real-time list. This way, the employee can answer the customer faster by eliminating rounds of back-and-forth e-mails and phone-tag.\r\nThe examples in the previous paragraph primarily describe &quot;personal productivity&quot; enhancements that tend to benefit the individual user. While such benefits can be important, enterprises are finding that they can achieve even greater impact by using unified communications capabilities to transform business processes. This is achieved by integrating UC functionality directly into the business applications using development tools provided by many of the suppliers. Instead of the individual user invoking the UC functionality to, say, find an appropriate resource, the workflow or process application automatically identifies the resource at the point in the business activity where one is needed.\r\nWhen used in this manner, the concept of presence often changes. Most people associate presence with instant messaging (IM &quot;buddy lists&quot;) the status of individuals is identified. But, in many business process applications, what is important is finding someone with a certain skill. In these environments, presence identifies available skills or capabilities.\r\nThis &quot;business process&quot; approach to integrating UC functionality can result in bottom-line benefits that are an order of magnitude greater than those achievable by personal productivity methods alone.\r\n<span style=\"font-weight: bold;\">Related concepts</span>\r\nUnified communications &amp; collaboration (UCC) is the integration of various communications methods with collaboration tools such as virtual white boards, real-time audio and video conferencing, and enhanced call control capabilities. Before this fusion of communications and collaboration tools into a single platform, enterprise collaboration service vendors and enterprise communications service vendors offered distinctly different solutions. Now, collaboration service vendors also offer communications services, and communications service providers have developed collaboration tools.\r\nUnified communications &amp; collaboration as a service (UCCaaS) is cloud-based UCC platforms. Compared to premises-based UCC solutions, UCCaaS platforms offer enhanced flexibility and scalability due to the SaaS subscription model.\r\nUnified communications provisioning is the act of entering and configuring the settings for users of phone systems, instant messaging, telepresence, and other collaboration channels. Provisioners refer to this process as making moves, adds, changes, and deletes or MAC-Ds.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Unified_Communications.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A contact center is a central point from where you can contact.\r\nThe contact center typically includes one or more call centers but may include other types of customer contact, as well. A contact center is generally part of an enterprise's overall customer relationship management (CRM) strategy.<br />Contact centers and call centers are both centers for customer service, and the two terms are often used interchangeably, but a contact center supports more services than a typical call center.\r\nContact centers offer omnichannel customer support, including email, chat, voice over IP (VoIP) and website support. A call center typically uses phones as the main channel of communication and can handle a mass volume of calls.<br />Contact centers are used for inbound communication, outbound communication or a hybrid of both. Contact center agents also interact with customers via web chat, phone, email or other communication channels.\r\nThe contact center infrastructure that is necessary to support communications may be located on the same premises as the contact center, or it can be located externally.\r\nIn an on-premises scenario, the company that owns the contact center also owns and manages its own hardware and software. This requires staffing and IT investments that some companies choose to forgo by outsourcing those tasks to cloud providers or hosting companies.","materialsDescription":" <span style=\"font-weight: bold;\">What is a Call Center?</span>\r\nTraditionally, a call center is an office where a large number of call center agents provide customer service over the telephone. Inbound call centers receive calls for customer support and often serve as a knowledge base for tech support, billing questions, and other customer service issues. These call centers focus on quick call resolution times and agent productivity. In outbound call centers, agents make calls rather than receive them. These could be sales calls, marketing offers, surveys, fundraising requests, or debt collection, for example.\r\nThe term “call center” conjures an image for many people of waiting on perpetual hold or being routed through an endless IVR that never gives them what they need. Because so many consumers have had a dreadful customer service experience along these lines, call centers have developed a bad rap. But as legacy phone systems give way to newer digital technologies, call centers are evolving.\r\n<span style=\"font-weight: bold;\">What is a Contact Center?</span>\r\nThe term &quot;contact center&quot; (or “contact centre”) reflects the modern reality that there are many other ways to connect with a customer these days besides by telephone. The combined trends of increased customer expectations and newer technologies that allow for many channels of communication are creating a shift in the traditional call center model which has existed for decades. Consumers want more ways to reach businesses, and businesses are looking for new ways to improve customer experience.\r\nWhile call center agents generally focus on inbound and outbound calls, either on traditional phone lines or over VoIP, contact center agents handle a wide variety of communications. In a modern multichannel contact center, technical support might be delivered over in-app chat or video, while order status updates are delivered via SMS, event promotions are sent as push notifications, surveys are deployed over Facebook Messenger, and sales inquiries received by email are sent directly to an agent to connect by phone. Call centers handle voice communications, contact centers handle all communications.\r\nA company’s contact center is usually integrated with their customer relationship management (CRM) system, where all interactions between the organization and the public are tracked, coordinated, and managed. Depending on the infrastructure and ecosystem, it could be comprised of an alphabet soup of complex components. Many companies have purchased off-the-shelf systems or a highly customized network of technologies from multiple vendors. Some companies have adopted a cloud-based solution or two, but they remain siloed from the rest of their systems and can’t talk to each other.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Contact_Center1.png"},{"id":186,"title":"VoIP - Voice over Internet Protocol","alias":"voip-voice-over-internet-protocol","description":"<span style=\"font-weight: bold;\">Voice over Internet Protocol </span>(Voice over IP, VoIP) is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. Other terms commonly associated with VoIP solutions are IP telephony, Internet telephony, broadband telephony, and broadband phone service.\r\nThe term Internet telephony specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN). The steps and principles involved in originating VoIP telephone calls are similar to traditional digital telephony and involve signaling, channel setup, digitization of the analog voice signals, and encoding.\r\nInstead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs as IP packets over a packet-switched network. Such transmission entails careful considerations about resource management different from time-division multiplexing (TDM) networks.\r\n\r\n\r\n\r\n","materialsDescription":"<h1 class=\"align-center\"> What are the benefits of VoIP?</h1>\r\n VoIP technology can facilitate tasks and deliver services that might be cumbersome or costly to implement when using traditional PSTN: \r\n<ul><li>More than one phone call can be transmitted on the same broadband phone line. This way, VoIP system can facilitate the addition of telephone lines to businesses without the need for additional physical lines.</li><li>Features that are usually charged extra by telecommunication companies, such as call forwarding, caller ID or automatic redialing, are simple with voice over internet technology.</li><li>Unified Communications are secured with VoIP technology, as it allows integration with other services available on the internet such as video conversation, messaging, etc. </li></ul>\r\n<h1 class=\"align-center\">VoIP programs </h1>\r\nThere are four main types of VoIP technology. Each option has varying levels of complexity which can impact ease of implementation and maintenance.\r\n <span style=\"font-weight: bold;\">Integrated Access</span>\r\nIntegrated access is the VoIP service that most mimics the traditional phone line. With integrated access VoIP, businesses integrate VoIP software and existing, legacy phone systems. This approach lets the business keep its old number and equipment while also gaining access to advanced telecommunications features. \r\n<span style=\"font-weight: bold;\">SIP Trunks</span>\r\n Session Initial Protocol (SIP) transmits voice and video information across a data network, letting VoIP users take advantage of shared lines and increase their communications flexibility. Because all data is sent over a network, businesses can use SIP trunks to replace traditional analog phone networks or use a VoIP gateway to integrate SIP trunking with legacy phone systems. \r\n<span style=\"font-weight: bold;\">Hosted IP PBX</span>\r\n What most people envision when they think of VoIP, this VoIP solution sees a vendor host and operate the private branch exchange, offering unified communications solutions. The business connects to a hosted cloud-based PBX network via its IP network. Phone system hardware is maintained off-site by the hosted IP PBX vendor, and all responsibility for the hardware, software, maintenance, security and upgrades all falls on the hosted PBX provider. \r\n <span style=\"font-weight: bold;\">Managed IP PBX </span>\r\nSimilar to Hosted IP PBX, this version of the unified communication solution is outsourced to a third party that takes care of all management requirements, but instead of phone hardware being off-site, the equipment is housed on-premise by the business. \r\nUnderstanding these different services of VoIP communication can help a business determine the system that best suits its needs. SIP Trunks, for instance, are more attractive to those who want to install their own technology and manage it themselves, while still connecting to VoIP features.\r\n On the other hand, managed IP PBX is a good option for those who don’t have the resources to buy and operate their own VoIP systems. The Hosted IP PBX solution frees the business to select the VoIP management software that works for them and liberates them from the cost and administrative headache of maintaining both voice and data lines and the related carrier partnerships. ","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/VoIP_-_Voice_over_Internet_Protocol.png"},{"id":750,"title":"Biometric Identification","alias":"biometric-identification","description":"<p itemprop=\"headline\">Biometric systems use people’s intrinsic physical characteristics to verify their identification. The characteristics that can be used by biometric systems include fingerprints, facial identification systems, voice recognition systems and in new developments – the analysis of DNA. Biometric security systems are applied wherever there is a need for personal identification where control of access to material objects or information is required.</p>\r\n<p itemprop=\"headline\" class=\"align-center\"><span style=\"font-weight: bold; \">Types of biometric identification</span></p>\r\n<ul><li><span style=\"font-weight: bold; \">DNA Matching.</span> The identification of an individual using the analysis of segments from DNA.</li><li><span style=\"font-weight: bold; \">Ear.</span> The identification of an individual using the shape of the ear.</li><li><span style=\"font-weight: bold; \">Eyes - Iris Recognition.</span> The use of the features found in the iris to identify an individual.</li><li><span style=\"font-weight: bold; \">Eyes - Retina Recognition.</span> The use of patterns of veins in the back of the eye to accomplish recognition.</li><li><span style=\"font-weight: bold; \">Face Recognition. </span>The analysis of facial features or patterns for the authentication or recognition of an individuals identity. Most face recognition systems either use eigenfaces or local feature analysis.</li><li><span style=\"font-weight: bold; \">Fingerprint Recognition.</span> The use of the ridges and valleys (minutiae) found on the surface tips of a human finger to identify an individual.</li><li><span style=\"font-weight: bold; \">Finger Geometry Recognition.</span> The use of 3D geometry of the finger to determine identity.</li><li><span style=\"font-weight: bold; \">Gait.</span> The use of an individuals walking style or gait to determine identity.</li><li><span style=\"font-weight: bold; \">Odour. </span>The use of an individuals odor to determine identity.</li><li><span style=\"font-weight: bold; \">Hand Geometry Recognition. </span>The use of the geometric features of the hand such as the lengths of fingers and the width of the hand to identify an individual.</li><li><span style=\"font-weight: bold; \">Typing Recognition. </span>The use of the unique characteristics of a persons typing for establishing identity.</li><li><span style=\"font-weight: bold; \">Hand Vein Recognition. </span>Vein recognition is a type of biometrics that can be used to identify individuals based on the vein patterns in the human finger or palm.</li><li><span style=\"font-weight: bold; \">Voice - Speaker Identification. </span>Identification is the task of determining an unknown speaker’s identity. Speaker identification is a 1:N (many) match where the voice is compared against N templates. Speaker identification systems can also be implemented covertly without the user’s knowledge to identify talkers in a discussion, alert automated systems of speaker changes, check if a user is already enrolled in a system, etc.</li><li><span style=\"color: rgb(97, 97, 97); \"><span style=\"font-weight: bold; \">Voice - Speaker Verification/Authentication.</span>The use of the voice as a method of determining the identity of a speaker for access control. If the speaker claims to be of a certain identity and the voice is used to verify this claim. Speaker verification is a 1:1 match where one speaker’s voice is matched to one template (also called a “voice print” or “voice model”). Speaker verification is usually employed as a “gatekeeper” in order to provide access to a secure system (e.g.: telephone banking). These systems operate with the user’s knowledge and typically require their cooperation.</span></li><li> <span style=\"font-weight: bold; \">Signature Recognition.</span> The authentication of an individual by the analysis of handwriting style, in particular the signature. There are two key types of digital handwritten signature authentication, Static and Dynamic. Static is most often a visual comparison between one scanned signature and another scanned signature, or a scanned signature against an ink signature. Technology is available to check two scanned signatures using advances algorithms. Dynamic is becoming more popular as ceremony data is captured along with the X,Y,T and P Coordinates of the signor from the signing device. This data can be utilised in a court of law using digital forensic examination tools, and to create a biometric template from which dynamic signatures can be authenticated either at time of signing or post signing, and as triggers in workflow processes.</li></ul>\r\n<br /><br />","materialsDescription":"<h1 class=\"align-center\"> Biometric Identification or Biometric Authentication?<span style=\"font-weight: bold; \"><br /></span></h1>\r\n<span style=\"font-weight: bold; \">Biometric identification</span> answers the question “who are you” and can be applied to both physical and digital scenarios. It is an established solution that is being used in many applications including law enforcement, defense, and border control.\r\nBiometric identification system usually applies to a situation where an organization needs to identify a person. The organization captures a biometric from that individual and then searches a biometric id system repository in an attempt to correctly identify the person. The biometric repository could be managed by a law enforcement agency, such as the Integrated Automated Fingerprint System (IAFIS) run by the FBI in the USA, or be part of a national identity system like India’s UIDAI system.\r\n<span style=\"font-weight: bold; \">Biometric authentication </span>asks the question “can you prove who you are” and is predominantly related to proof of identity in digital scenarios. A <span style=\"font-size:10pt; font-family:Arial; font-style:normal; \">biometric identity verification</span>system will challenge someone to prove their identity and the person has to respond in order to allow them access to a system or service.\r\nBiometric authentication involves use of a factor that is something a person is – a biometric identifier from a person can include a fingerprint, their voice, face, or even their behavior. This biometric is indexed against other identifiers, such as a user id or employee number, with the identifier being matched against a single stored biometric template – one-to-one match.\r\n<h1 class=\"align-center\">Where is biometric identification technology used?</h1>\r\nHistorically, applications using have been predominantly initiated by authorities for military access control, criminal or civil identification under a tightly regulated legal and technical framework. \r\nToday, sectors, including banking, retail, and mobile commerce, are demonstrating a real appetite for the benefits of biometric identity systems.<br />Most importantly, awareness and acceptance have been boosted in the past seven years, as millions of smartphone users are unlocking their phones with a fingerprint or a face. The most typical use cases of biometric technologies are:\r\n<ul><li>Law enforcement and public security (criminal/suspect identification)</li><li>Military (enemy/ally identification)</li><li>Border, travel, and migration control (traveler/migrant/passenger identification)</li><li>Civil identification (citizen/resident/voter identification)</li><li>Healthcare and subsidies (patient/beneficiary/healthcare professional identification)</li><li>Physical and logical access (owner/user/employee/contractor/partner identification)</li><li>Commercial applications (consumer/customer identification)</li></ul>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Biometric_Identification.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":4970,"logoURL":"https://old.roi4cio.com/fileadmin/user_upload/sap-ariba.png","logo":true,"scheme":false,"title":"SAP Ariba","vendorVerified":0,"rating":"0.00","implementationsCount":1,"suppliersCount":0,"supplierPartnersCount":30,"alias":"sap-ariba","companyTitle":"SAP","companyTypes":["supplier","vendor"],"companyId":167,"companyAlias":"sap","description":"SAP Ariba is how companies connect to get business done. On Ariba Network, trading partners from more than 3.6 million businesses, operating in more than 190 countries, discover new opportunities, collaborate on transactions, and deepen their relationships.\r\n\r\n<ul><li>Large, midsize, and growing companies use an end-to-end, automated system that simplifies the management of everything from sourcing to payments, all in one place.&nbsp; </li></ul>\r\n<ul><li>With intelligent spend management tools and network-generated insights, customers establish sustainable, trusted connections with partners while ensuring efficient, error-free transactions.</li></ul>\r\n<ul><li>Buyers can manage the entire purchasing process as they control spending, find new sources of savings on both direct and indirect goods, and build healthy, ethical supply chains</li></ul>\r\n<ul><li>Suppliers can connect with profitable customers and efficiently scale existing relationships, simplifying sales cycles and improving cash control along the way.</li></ul>\r\n\r\n<span style=\"font-weight: bold;\">Benefits of SAP Ariba Customers</span><br />\r\nAll companies using SAP Ariba note an increased level of interaction with contractors:\r\n<ul><li>the number of errors in the procurement documents decreased by more than 50%</li></ul>\r\n<ul><li>15% or more decreased the cost of procurement</li></ul>\r\n<ul><li>70% reduced operating costs for the procurement process</li></ul>\r\n<ul><li>63% increased marketing efficiency</li></ul>\r\n<ul><li>20% reduced purchase cycle</li></ul>\r\n<ul><li>the number of potential suppliers increased by 10%</li></ul>","shortDescription":"With SAP Ariba e-procurement and supply chain cloud solutions that are always on and easy to deploy, both large and midsize companies can realize fast time to value.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":16,"sellingCount":6,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"SAP Ariba","keywords":"","description":"SAP Ariba is how companies connect to get business done. On Ariba Network, trading partners from more than 3.6 million businesses, operating in more than 190 countries, discover new opportunities, collaborate on transactions, and deepen their relationships.\r\n\r","og:title":"SAP Ariba","og:description":"SAP Ariba is how companies connect to get business done. On Ariba Network, trading partners from more than 3.6 million businesses, operating in more than 190 countries, discover new opportunities, collaborate on transactions, and deepen their relationships.\r\n\r","og:image":"https://old.roi4cio.com/fileadmin/user_upload/sap-ariba.png"},"eventUrl":"","translationId":4975,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"},{"id":73,"title":"SCM - Supply Chain Management","alias":"scm-supply-chain-management","description":"<span style=\"font-weight: bold; \"><span style=\"font-weight: bold; \">SCM</span> (Supply Chain Management)&nbsp;</span> is the management of the flow of goods and services and includes all processes that transform raw materials into final products. It involves the active streamlining of a business's supply-side activities to maximize customer value and gain a competitive advantage in the marketplace.\r\nSCM represents an effort by suppliers to <span style=\"font-weight: bold; \">develop and implement supply chains</span> that are as efficient and economical as possible. Supply chain management system covers everything from production to product development to the information systems needed to direct these undertakings.\r\nTypically, supply chain management solutions attempt to centrally control or link the production, shipment, and distribution of a product. By chain management process, companies are able to cut excess costs and deliver products to the consumer faster. This is done by keeping tighter <span style=\"font-weight: bold; \">control of internal inventories, internal production, distribution, sales, and the inventories of company vendors.</span>\r\n<span style=\"font-weight: bold; \">Supply chain strategy</span> is based on the idea that nearly every product that comes to market results from the efforts of various organizations that make up a supply chain. Although supply chains have existed for ages, most companies have only recently paid attention to them as a value-add to their operations.\r\nIn traditional supply chain management the supply chain manager coordinates the <span style=\"font-weight: bold; \">logistics </span>of all <span style=\"font-weight: bold; \">aspects of the supply chain</span> which consists of five parts: 1) <span style=\"font-weight: bold;\">the plan</span> or <span style=\"font-weight: bold;\">strategy</span>; 2) <span style=\"font-weight: bold;\">the source</span> (of raw materials or services); 3) <span style=\"font-weight: bold;\">manufacturing</span> (focused on productivity and efficiency); 4) <span style=\"font-weight: bold;\">delivery</span> and <span style=\"font-weight: bold;\">logistics</span>; 5) <span style=\"font-weight: bold;\">the return system </span>(for defective or unwanted products). \r\nImprovements in productivity and efficiency go straight to the bottom line of a company and have a real and lasting impact. Good supply chain management keeps companies out of the headlines and away from expensive recalls and lawsuits.\r\nTechnology is critical in managing today's supply chains, and every major supply chain management process has a software category dedicated to it. Most vendors of ERP suites offer digital SCM, and there are thousands of niche vendors. Besides managing specific processes, <span style=\"font-weight: bold; \">supply chain management network software </span>has an important role to play in tying together the people, processes, and systems that participate in the supply chain. \r\nOther commonly used supply chain management includes:\r\n<ul><li>a transportation management system (TMS) for managing the transport and storage of goods, especially across global supply chains;</li><li>a warehouse management system (WMS) for all of the activities inside warehouses and distribution centers; and</li><li>an order management system, to handle processing of customer orders through WMS, ERP and TMS systems, at all stages of the supply chain.</li></ul>\r\n\r\n","materialsDescription":"<h1 class=\"align-center\"> What are the different types of supply chain strategies?</h1>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;efficient&quot; supply chain model</span></li></ul>\r\nThe efficient supply chain strategy is best suited to industries that are characterized by intense market competition, with several competitors fighting for the same group of customers who may not perceive major differences in their value proposals. In effect, competition is virtually always based almost solely on price.\r\n<span style=\"font-style: italic; \">This supply chain model is well suited for businesses with commoditized products, such as cement and steel.</span>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;fast&quot; supply chain model</span></li></ul>\r\nThe fast supply chain is best for companies that produce trendy products with a short lifecycle. From the customer's perspective, the main difference among competitors' value proposals is how well they are able to update product portfolios in accordance with the latest trends. This focuses competition in the market on manufacturers' ability to continuously develop new products they can sell at an affordable price. \r\n<span style=\"font-style: italic; \">Examples of companies that benefit from this supply chain model include those that engage in catalogue sales.</span><span style=\"font-style: italic; \">It's also appropriate for retailers that sell trendy apparel and whose customers tend to visit stores monthly. </span>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;continuous-flow&quot; supply chain model</span></li></ul>\r\nThe main features of the continuous-flow supply chain model are supply and demand stability, with processes scheduled in such a way as to ensure a steady cadence and continuous flow of information and products. This model typically is for a very mature supply chain with a customer demand profile that has little variation. Consequently, the production workload can match demand through a continuous-replenishment model based on a &quot;make to stock&quot; decoupling point, where production is scheduled to replenish predefined stock levels based on a specified reorder point for inventory in the production cycle. \r\n<span style=\"font-style: italic; \">This supply chain process typically works well for businesses with short-shelf-life products, such as dairy products and bread. It is also suitable for manufacturers of intermediate products.</span>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;agile&quot; supply chain model</span></li></ul>\r\nThe agile type of supply chain is useful for companies that manufacture products under unique specifications for each customer. This is typically seen in industries that are characterized by unpredictable demand. They use a &quot;make to order&quot; decoupling point, producing the item after receiving the customer's purchase order to avoid manufacturing products that have no certainty of future sales.\r\n<span style=\"font-style: italic; \">This strategy is useful for industries where the company's value proposal is oriented toward offering products &quot;on demand&quot; and with a high service level, such as packaging, chemical specialties, and metal machining services, among others.</span>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;custom-configured&quot; supply chain model</span></li></ul>\r\nThe custom-configured supply chain model is characterized by a high degree of relevance of the cost of assets to the total cost, and multiple (potentially unlimited) configurations of the finished product on a unique platform. Competitive positioning is founded on offering a unique configuration of the finished product according to the end consumer's needs. \r\n<span style=\"font-style: italic; \">One example of where this supply chain strategy makes sense is the assembly of personalized products, such as computers and vehicles. Another example is in the paper manufacturing industry, where the decoupling point occurs after the manufacture of the big paper rolls, and the products are customized in the cutting and packaging process. </span>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;flexible&quot; supply chain</span></li></ul>\r\nIt is suited for companies that must meet unexpected demand and therefore are faced with high demand peaks and long periods of low workload. This supply chain model is characterized by adaptability, which is the capability to reconfigure internal processes in order to meet a customer's specific need or solve a customer's problem. This model typically is used by service companies that focus on handling unexpected situations, perhaps even including emergencies. \r\n<span style=\"font-style: italic; \">A typical example of this type of supply chain can be found in companies that provide metalworking and machining services for the manufacture of spare parts for industrial customers. </span>\r\n\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/SCM_-_Supply_Chain_Management__1_.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":3710,"logoURL":"https://old.roi4cio.com/fileadmin/user_upload/pandadoc.png","logo":true,"scheme":false,"title":"PandaDoc","vendorVerified":0,"rating":"0.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"pandadoc","companyTitle":"PandaDoc","companyTypes":["supplier","vendor"],"companyId":5897,"companyAlias":"pandadoc","description":"<span style=\"font-weight: bold;\">PandaDoc </span>includes features to create, track and execute documents, as well as functionality for electronic signatures. It consists of features in the following categories: proposals, quotes, team management, content management, branding, tracking, workflow, productivity, etc. It integrates with several CRMs, as well as ERP, payment, cloud storage, and other systems.\r\n<p class=\"align-center\"><br /><span style=\"font-weight: bold; \">Close deals faster and look more professional </span></p>\r\n<p class=\"align-left\">&nbsp;</p>\r\n<ul><li><span style=\"font-weight: bold; \">Create documents faster.</span> Quickly create stunning proposals, quotes, and contracts from pre-built templates, content from marketing, and customer data from your CRM.</li></ul>\r\n<br />\r\n<ul><li><span style=\"font-weight: bold; \">Stand out from the crowd.</span> Create an experience with your customers that would rival any billion dollar company. Beautiful design themes, embedded media, and interactivity give every deal the opportunity to get noticed.</li></ul>\r\n<br />\r\n<ul><li><span style=\"font-weight: bold; \">A process that scales. </span>Confidently forecast revenue and improve your sales team’s performance with real-time metrics on the number of completed docs, proposal revenue generated, and time-to-close dashboards.</li></ul>\r\n<br />\r\n<ul><li><span style=\"font-weight: bold; \">Seize the opportunities.</span> Accelerate your sales cycle by seeing which recipients are engaged and which deals are ready to close. Get real-time notification about every interaction with your documents.</li></ul>\r\n<br />\r\n<ul><li><span style=\"font-weight: bold; \">Seamless integrations. </span>No more sending data with other people’s info, copy paste errors, and small mistakes that create big issues. Out of the box integrations with CRM to allow your team’s proposals to get out the door faster and eliminates manual data entry errors.</li></ul>\r\n<p class=\"align-left\">Source: https://www.pandadoc.com/</p>\r\n<p class=\"align-left\">&nbsp;</p>\r\n\r\n","shortDescription":"PandaDoc is accelerating deals from propose to close. Empowering sales teams to simplify the process to generate, negotiate, and eSign proposals, quotes, and contracts. ","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":16,"sellingCount":17,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"PandaDoc","keywords":"","description":"<span style=\"font-weight: bold;\">PandaDoc </span>includes features to create, track and execute documents, as well as functionality for electronic signatures. It consists of features in the following categories: proposals, quotes, team management, content mana","og:title":"PandaDoc","og:description":"<span style=\"font-weight: bold;\">PandaDoc </span>includes features to create, track and execute documents, as well as functionality for electronic signatures. It consists of features in the following categories: proposals, quotes, team management, content mana","og:image":"https://old.roi4cio.com/fileadmin/user_upload/pandadoc.png"},"eventUrl":"","translationId":3711,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":52,"title":"SaaS - software as a service","alias":"saas-software-as-a-service","description":"<span style=\"font-weight: bold;\">Software as a service (SaaS)</span> is a software licensing and delivery model in which software is licensed on a subscription basis and is centrally hosted. It is sometimes referred to as &quot;on-demand software&quot;, and was formerly referred to as &quot;software plus services&quot; by Microsoft.\r\n SaaS services is typically accessed by users using a thin client, e.g. via a web browser. SaaS software solutions has become a common delivery model for many business applications, including office software, messaging software, payroll processing software, DBMS software, management software, CAD software, development software, gamification, virtualization, accounting, collaboration, customer relationship management (CRM), Management Information Systems (MIS), enterprise resource planning (ERP), invoicing, human resource management (HRM), talent acquisition, learning management systems, content management (CM), Geographic Information Systems (GIS), and service desk management. SaaS has been incorporated into the strategy of nearly all leading enterprise software companies.\r\nSaaS applications are also known as <span style=\"font-weight: bold;\">Web-based software</span>, <span style=\"font-weight: bold;\">on-demand software</span> and<span style=\"font-weight: bold;\"> hosted software</span>.\r\nThe term &quot;Software as a Service&quot; (SaaS) is considered to be part of the nomenclature of cloud computing, along with Infrastructure as a Service (IaaS), Platform as a Service (PaaS), Desktop as a Service (DaaS),managed software as a service (MSaaS), mobile backend as a service (MBaaS), and information technology management as a service (ITMaaS).\r\nBecause SaaS is based on cloud computing it saves organizations from installing and running applications on their own systems. That eliminates or at least reduces the associated costs of hardware purchases and maintenance and of software and support. The initial setup cost for a SaaS application is also generally lower than it for equivalent enterprise software purchased via a site license.\r\nSometimes, the use of SaaS cloud software can also reduce the long-term costs of software licensing, though that depends on the pricing model for the individual SaaS offering and the enterprise’s usage patterns. In fact, it’s possible for SaaS to cost more than traditional software licenses. This is an area IT organizations should explore carefully.<br />SaaS also provides enterprises the flexibility inherent with cloud services: they can subscribe to a SaaS offering as needed rather than having to buy software licenses and install the software on a variety of computers. The savings can be substantial in the case of applications that require new hardware purchases to support the software.<br /><br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Who uses SaaS?</span></h1>\r\nIndustry analyst Forrester Research notes that SaaS adoption has so far been concentrated mostly in human resource management (HRM), customer relationship management (CRM), collaboration software (e.g., email), and procurement solutions, but is poised to widen. Today it’s possible to have a data warehouse in the cloud that you can access with business intelligence software running as a service and connect to your cloud-based ERP like NetSuite or Microsoft Dynamics.The dollar savings can run into the millions. And SaaS installations are often installed and working in a fraction of the time of on-premises deployments—some can be ready in hours. \r\nSales and marketing people are likely familiar with Salesforce.com, the leading SaaS CRM software, with millions of users across more than 100,000 customers. Sales is going SaaS too, with apps available to support sales in order management, compensation, quote production and configure, price, quoting, electronic signatures, contract management and more.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why SaaS? Benefits of software as a service</span></h1>\r\n<ul><li><span style=\"font-weight: bold;\">Lower cost of entry</span>. With SaaS solution, you pay for what you need, without having to buy hardware to host your new applications. Instead of provisioning internal resources to install the software, the vendor provides APIs and performs much of the work to get their software working for you. The time to a working solution can drop from months in the traditional model to weeks, days or hours with the SaaS model. In some businesses, IT wants nothing to do with installing and running a sales app. In the case of funding software and its implementation, this can be a make-or-break issue for the sales and marketing budget, so the lower cost really makes the difference.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reduced time to benefit/rapid prototyping</span>. In the SaaS model, the software application is already installed and configured. Users can provision the server for the cloud and quickly have the application ready for use. This cuts the time to benefit and allows for rapid demonstrations and prototyping. With many SaaS companies offering free trials, this means a painless proof of concept and discovery phase to prove the benefit to the organization. </li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Pay as you go</span>. SaaS business software gives you the benefit of predictable costs both for the subscription and to some extent, the administration. Even as you scale, you can have a clear idea of what your costs will be. This allows for much more accurate budgeting, especially as compared to the costs of internal IT to manage upgrades and address issues for an owned instance.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">The SaaS vendor is responsible for upgrades, uptime and security</span>. Under the SaaS model, since the software is hosted by the vendor, they take on the responsibility for maintaining the software and upgrading it, ensuring that it is reliable and meeting agreed-upon service level agreements, and keeping the application and its data secure.&nbsp; While some IT people worry about Software as a Service security outside of the enterprise walls, the likely truth is that the vendor has a much higher level of security than the enterprise itself would provide. Many will have redundant instances in very secure data centers in multiple geographies.&nbsp; Also, the data is being automatically backed up by the vendor, providing additional security and peace of mind. Because of the data center hosting, you’re getting the added benefit of at least some disaster recovery. Lastly, the vendor manages these issues as part of their core competencies—let them.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Integration and scalability.</span> Most SaaS apps are designed to support some amount of customization for the way you do business. SaaS vendors create APIs to allow connections not only to internal applications like ERPs or CRMs but also to other SaaS providers. One of the terrific aspects of integration is that orders written in the field can be automatically sent to the ERP. Now a salesperson in the field can check inventory through the catalog, write the order in front of the customer for approval, send it and receive confirmation, all in minutes. And as you scale with a SaaS vendor, there’s no need to invest in server capacity and software licenses. </li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Work anywhere</span>. Since the software is hosted in the cloud and accessible over the internet, users can access it via mobile devices wherever they are connected. This includes checking customer order histories prior to a sales call, as well as having access to real time data and real time order taking with the customer.</li></ul>\r\n<p class=\"align-left\">&nbsp;</p>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/SaaS__1_.png"},{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"},{"id":285,"title":"Operations and Manufacturing Applications","alias":"operations-and-manufacturing-applications","description":" Manufacturing operations management (MOM) is a collection of systems for managing end-to-end manufacturing processes with a view to optimizing efficiency.\r\nThere are many types of MOM software, including production management, performance analysis, quality and compliance, and human-machine interface (HMI). Production management software provides real-time information about jobs and orders, labor and materials, machine status, and product shipments. Performance analysis software displays metrics at the machine, line, plant, and enterprise-level for situational or historical analysis. Quality and compliance software are used to promote compliance with standards and specifications for operational processes and procedures. HMI software is a form of manufacturing operations management (MOM) software that enables operators to manage industrial and process control machinery using a computer-based interface.\r\nAdvancements in technology and market demands are enabling new capabilities in MOM software platforms, gradually closing gaps in end-user needs.\r\n<ul><li>Collaboration Capabilities: Collaboration and workflow services support people-to-people, people-to-systems, and systems-to-systems interactions, enforcing procedures and rules while flexibly adapting to real-time situations with alternate workflows and processes.</li><li>Security Services: Future manufacturing platforms will leverage common security services that determine roles, responsibilities, authorities, and access across all systems and application functions while fitting into corporate IT security schemes.</li><li>Asset &amp; Production Model: Future manufacturing platforms will have a unified asset and production model that supports all of the interrelationships between physical production equipment, facilities, inventory/materials, and people, as well as production definitions such as the manufacturing bill of materials, productions orders, etc. This contrasts with older systems that either had subsets of these interrelationships across multiple databases or could not effectively deal with federating across multiple systems of record.</li><li>Operations Database &amp; Historians: Evolving from older systems that had separate historians and production databases that were difficult to correlate across, service-based platforms will have a unified operations database and historian. This will capture and aggregate all time-series and production event information surrounding everything involved in each product and production run with a full genealogy of components and materials, related performance information, and federation across other systems and devices of record.</li><li>Visualization and Mobility: Today, different MOM applications support different graphical user interfaces, Web interfaces, specific mobile applications, etc. The future manufacturing platform will provide common visualization and mobility for a consistent user interface experience across different form factors, supporting dedicated and mobile workers that are orchestrated by consistent workflows and procedures.</li><li>Smaller and Focused 'Apps': Today’s monolithic systems and applications have too many interdependencies of databases, operate inconsistently, and are not inherently integrated. Being able to take advantage of many of the common software platform services described above, modular apps will be significantly smaller, simpler, and focused. These apps will be much lighter weight in functionality, and, as a result, significantly easier and faster to develop.</li></ul>","materialsDescription":" <span style=\"font-weight: bold;\">What is a manufacturing operating system?</span>\r\nA Manufacturing Execution System manages manufacturing operations such as product production rules, bill of materials, recipe data (product definition), resource management, scheduling, work batching (JiT Just in Time manufacturing), production data/logs, production performance, and some analysis.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Operations_and_Manufacturing_Applications_1_.png"},{"id":409,"title":"Content Collaboration","alias":"content-collaboration","description":" <span style=\"font-weight: bold; \">Content collaboration</span> software makes it easy for your users to securely create, access, share and manage business content.\r\nThe content collaboration platform (CCP) market covers a range of products and services that enable content productivity and collaboration. CCPs are aimed at individuals and teams, inside or outside an organization. Additionally, CCPs increasingly support lightweight content management and workflow use cases. <span style=\"font-weight: bold;\">Core user functionalities include: </span>\r\n<ul><li>Mobile access to content repositories.</li><li> File synchronization across devices and cloud repositories.</li><li>File sharing with people and applications, inside or outside an organization. </li><li>Team collaboration, with dedicated folders.</li><li>A content repository. This can be cloud based collaboration software or on-premises program, native to the CCP platform or based on other file servers or repositories.</li></ul>\r\nCommon <span style=\"font-weight: bold;\">features </span>of collaboration software include messaging, audio and video conferencing, task management, document management, calendars, and time tracking.\r\nFrom employees and decision-makers to partners, vendors, regulators and customers, your users benefit from easy, secure access to valuable business content. Rather than keeping files locked up in silos, content collaboration software enables information to flow safely and freely within your organization and across your firewall to external contacts.\r\nSecuring those documents is the challenge. Unless your content collaboration software maintains the highest standards of performance, security, auditing and reliability, cross-enterprise document sharing may lead to inadvertent data leaks or malicious security breaches.","materialsDescription":"<h1 class=\"align-center\">Types of collaboration software tools</h1>\r\nGenerally, collaboration software can be divided into synchronous (or real-time) and asynchronous. Using synchronous software, teammates can work together at the same time, for example with apps that allow several users to edit the same document in real time. Asynchronous software enables users to work on the same task at different times.\r\nBased on their key features, collaboration software can be classified into:\r\n<p class=\"align-center\"><span style=\"font-weight: bold; \">Communication software</span></p>\r\nTo solve communication problems, communication software offers chat and audio or video collaboration platform so people can communicate within teams without having to travel. As a result, communication software saves time, helps solve problems faster, and allows remote teams to connect, which otherwise would be difficult and time-consuming.\r\n<span style=\"font-weight: bold; \">Key features include:</span>\r\n<ul><li>Chat and messaging to enable real-time text conversations using direct messages or group chats</li><li>Audio and video conferencing to let people make calls and hold meetings regardless of their location</li><li>Discussion threads to allow users to reply to one particular message in a group chat or channel without distracting other teammate</li><li>File sharing or file collaboration software to make it fast and easy to upload and send files</li></ul>\r\n<p class=\"align-center\"><span style=\"font-weight: bold; \">Task management software</span></p>\r\nTask management is an important part of collaboration. Teams use task management software to prioritize and track tasks, which helps to keep track of deadlines. To make collaboration more transparent and effective, task management software often provides boards, timelines, and calendars.\r\n<span style=\"font-weight: bold; \">Key features include:</span>\r\n<ul><li>Boards to create and manage tasks</li><li>Task assignment to appoint people to a task</li><li>Task prioritization to move tasks and set the project schedule</li><li>Planning and scheduling to create plans and meet deadlines using timelines and calendars</li><li>File management to attach and arrange file</li></ul>\r\n<p class=\"align-center\"><span style=\"font-weight: bold; \">Document and content management software</span></p>\r\nDocument and content management software allows users to store, share, and work together on different files. Most of these tools track history of changes that different users make. Some collaboration apps and platforms also have features like chat and video conferencing, allowing users to collaborate on a document and communicate at the same time.\r\n<span style=\"font-weight: bold; \">Key features include:</span>\r\n<ul><li>Document and content management to store and track documents and other files</li><li>Cooperative writing to let several people write content together</li><li>Synchronous editing to let several people edit the same document at the same time and see changes in real time</li><li> Ready-made templates to create documents faster</li></ul>\r\n<br /><br /><br />","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Content_Collaboration.png"},{"id":421,"title":"Digital Commerce Applications","alias":"digital-commerce-applications","description":"E-commerce is the activity of buying or selling products on online services or over the Internet. Electronic commerce draws on technologies such as mobile commerce, electronic funds transfer, supply chain management, Internet marketing, online transaction processing, electronic data interchange (EDI), inventory management systems, and automated data collection systems.\r\nModern electronic commerce typically uses the World Wide Web for at least one part of the transaction's life cycle although it may also use other technologies such as e-mail. Typical e-commerce transactions include the purchase of online books (such as Amazon) and music purchases (music download in the form of digital distribution such as iTunes Store), and to a less extent, customized/personalized online liquor store inventory services. There are three areas of e-commerce: online retailing, electric markets, and online auctions. E-commerce is supported by electronic business.\r\nE-commerce businesses may also employ some or all of the followings:\r\n<ul><li>Online shopping for retail sales direct to consumers via Web sites and mobile apps, and conversational commerce via live chat, chatbots, and voice assistants;</li><li>Providing or participating in online marketplaces, which process third-party business-to-consumer or consumer-to-consumer sales;</li><li>Business-to-business buying and selling;</li><li>Gathering and using demographic data through web contacts and social media;</li><li>Business-to-business (B2B) electronic data interchange;</li><li>Marketing to prospective and established customers by e-mail or fax (for example, with newsletters);</li><li>Engaging in pre-retail for launching new products and services;</li><li>Online financial exchanges for currency exchanges or trading purposes.</li></ul>","materialsDescription":" <span style=\"font-weight: bold; \">5 Reasons Why E-commerce Is So Important For Your Business</span>\r\nFrom startups to small businesses right through to huge brands, there are a huge number of companies that can benefit from their own e-commerce website, where they can sell their own products or services. In today's competitive and convenience-focused society, no longer do consumers want to venture to the high street in order to buy items, instead, consumers want to shop from their own homes, making e-commerce a flexible solution for both businesses and buyers.\r\nIf you’re still on the fence about launching an e-commerce store then look no further, here are the top 5 reasons e-commerce is so important for your business and just how you can benefit from moving online this year!\r\n<span style=\"font-weight: bold; \">Can Broaden Your Brand</span>\r\nE-commerce is an ideal way you can take your brand from a traditional brick and mortar store to an innovative, well-loved brand. By offering great products 24 hours a day along with online customer service, blogs and social media, no longer is your business one singular store, with an online presence your business can be the home of your products and the general home of your business, allowing you to fully expand your product ranges without having to worry about moving locations or worrying about not being able to expand your business.\r\n<span style=\"font-weight: bold; \">It’s More Convenient</span>\r\nAn online store is available all day, every day meaning your customers can visit your store at all times, no matter what their schedule might be. These days people don’t always have the time to physically go shopping, instead more and more people are choosing to shop online to find the items they want or need and if your business can offer this for your customers there’s no you shouldn't appeal to a wider range of customers all looking for a convenient and flexible experience.\r\n<span style=\"font-weight: bold; \">Increase Your Reach</span>\r\nDue to the internet’s accessibility, millions of people across the world can view your website at any time, meaning that for those looking to expand their businesses and reach out to a larger audience, you have many more opportunities to do so. Compare the number of people you can reach through a website to the amount you can reach through a high street store or local advertising, there’s no reason you shouldn’t look at taking your business online if you’re looking to improve your reach.\r\n<span style=\"font-weight: bold; \">Gives You Marketing Opportunities</span>\r\nYour website is one of the best marketing tools your business has, not only can the use of SEO when building your site lead to more chances of your business getting found in search engines, but a huge number of marketing techniques can also work alongside your website, including pay per click advertising, your social media marketing, and your email marketing, all of which can include links back to your website.\r\n<span style=\"font-weight: bold; \">Scalable</span>\r\nAs your business grows it’s very likely you’ll want to grow your product range and your target audience, as well as develop your business for customer requirements and consumer demand. An e-commerce site lets you scale your business accordingly, allowing you to add more lines, add more payment options and even grow when you choose to ship to, without having to worry about changing your location or moving to larger premises as you might with a brick and mortar store.\r\nE-commerce offers the business a whole range of opportunities, from marketing opportunities to increase your products ranges to generating more sales and with an optimized and well-developed website, you can not only achieve these goals but also offer your customers around the clock, convenient service, that can boost your business.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Digital_Commerce_Applications.png"},{"id":795,"title":"Marketing - software","alias":"marketing-software","description":"The departments of marketing companies use marketing software to market actively on various web channels via websites, email, social networks, and to automate daily tasks. The benefit here is this type of software allows you to personalize diverse marketing campaigns.\r\nThere are main types of marketing software such as advanced marketing automation, workflow automation, and marketing intelligence. The essential features of marketing software are: analytics, social media marketing, email marketing, team collaboration, phone call tracking, lead scoring and nurturing.\r\nMarketing solutions can be used by companies of all sizes and in all sectors, and they are most welcome in small-scale teams that wish to simplify the process of running challenging marketing campaigns.","materialsDescription":" <span style=\"font-weight: bold;\">What is marketing software?</span>\r\nMarketing software refers to tools that help businesses successfully execute campaigns, tap into their target markets and convert leads into sales. Companies, regardless of size, can benefit from marketing tools, allowing them to maximize their resources and get rid of repetitive tasks. They are also very useful in expanding businesses’ reach and allow companies to focus on more pressing matters.\r\n<span style=\"font-weight: bold;\">Why Use Marketing Software?</span>\r\nWhy to use marketing software, you might ask. Whether you are looking for ways to better manage your marketing campaign, make the most out of your resources, or improve your lead nurturing process, having good marketing software is a great way to improve your operations. Here are some of the advantages of marketing software:\r\n<ul><li><span style=\"font-weight: bold;\">Reduces Tedious Tasks.</span> If we focus on the definition of marketing software, we should be able to conclude that it is meant to eliminate repetitive duties that take up a huge fraction of your daily routine. Tasks such as compiling your clients’ information, sending emails to your leads, and scheduling the posting of content can be time-consuming and while they are important, they leave you with little time to focus on tasks that demand your immediate, undivided attention. By utilizing content marketing systems, resource optimization programs, and other marketing software; you can eliminate the hassle of juggling everything manually, allowing you to delegate more important responsibilities to your staff.</li><li><span style=\"font-weight: bold;\">Streamlines Marketing Efforts.</span> Marketing campaigns require the simultaneous use of multiple channels to communicate with your target audience.&nbsp; Marketing software solutions are designed to help you coordinate various programs in a single, easy-to-manage platform. This means you no longer have to jump from system to system to execute your campaign seamlessly. Most of these applications also offer a full suite of tools that let you manage content, nurture leads, and measure your campaign efforts accurately, promptly, and efficiently.</li><li><span style=\"font-weight: bold;\">Improves Accountability.</span> When it comes to monitoring or analyzing lead conversions and marketing campaigns, accountability plays an important role. With the use of marketing software, you can eliminate the risk of human error and make sure you get all the statistics you need at a glance.</li><li><span style=\"font-weight: bold;\">Makes Customer Management Easier.</span> Developing relationships with potential clients at each phase of the sales process is crucial to helping your business thrive. However, this is not as simple as convincing prospects to purchase products or keeping them posted on your offers. Attracting and retaining clientele are extensive processes wherein you must pinpoint the people who will most likely need your services, listen to their concerns, and respond to them on time every time they contact you. By using a CRM software or lead nurturing system, you can effortlessly schedule email campaigns, reply to leads promptly, build a better online presence, and keep tabs on current customers.</li><li><span style=\"font-weight: bold;\">Document Progress Faster.</span> Tracking your leads, resources, content, and campaign success rates may sound easy at first, but it won’t be as simple when you are dealing with multiple campaigns, handling hundreds of customers, and creating an extensive amount of content all at the same time. Using marketing systems, your company can become more agile in its varied campaign initiatives. You can quickly create accurate progress reports that help you assess the effectiveness of your strategies and determine how to improve them in the future.</li></ul>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Marketing_software.png"},{"id":818,"title":"Content Marketing","alias":"content-marketing","description":" Content marketing is a form of marketing focused on creating, publishing, and distributing content for a targeted audience online. It is often used by businesses in order to:\r\n<ul><li>Attract attention and generate leads</li><li>Expand their customer base</li><li>Generate or increase online sales</li><li>Increase brand awareness or credibility</li><li>Engage an online community of users</li></ul>\r\nContent marketing attracts prospects and transforms prospects into customers by creating and sharing valuable free content. Content marketing helps companies create sustainable brand loyalty, provides valuable information to consumers, and creates a willingness to purchase products from the company in the future. This relatively new form of marketing does not involve direct sales. Instead, it builds trust and rapport with the audience.\r\nUnlike other forms of online marketing, content marketing relies on anticipating and meeting an existing customer need for information, as opposed to creating demand for a new need. As James O'Brien of Contently wrote on Mashable, &quot;The idea central to content marketing is that a brand must give something valuable to get something valuable in return. Instead of the commercial, be the show. Instead of the banner ad, be the feature story.&quot; Content marketing requires continuous delivery of large amounts of content, preferably within a content marketing strategy.\r\nWhen businesses pursue content marketing, the main focus should be the needs of the prospect or customer. Once a business has identified the customer's need, information can be presented in a variety of formats, including news, video, white papers, e-books, infographics, email newsletters, case studies, podcasts, how-to guides, question and answer articles, photos, blogs, etc. Most of these formats belong to the digital channel.\r\nDigital content marketing is a management process that uses electronic channels to identify, forecast, and satisfy the content requirements of a particular audience. It must be consistently updated and added to in order to influence the behavior of customers.","materialsDescription":" What Types of Businesses Can Content Marketing Help?\r\nSmall and large businesses in virtually every industry use content marketing to their advantage. From major consumer brands and retail stores to tech companies and service-oriented businesses, content marketing can help you reach out to your target audience.\r\nBoth business-to-consumer (B2C) and business-to-business (B2B) companies have developed successful content marketing strategies. The techniques and goals vary between B2B and B2C companies, but that doesn’t make content marketing any less effective.\r\n<span style=\"font-weight: bold;\">How Can Content Marketing Benefit My Business?</span>\r\nThe beauty of content marketing is that it serves multiple purposes. Depending on your goals and the type of content you create, it could boost your brand in several different ways.\r\nFirst, content marketing can increase awareness of your brand, especially if the material you produce has an educational angle. As customers get to know your brand and the value that it provides through high-quality content, you can also increase customer loyalty. As you grow your brand’s base, you can also generate website traffic and drive sales.\r\n<span style=\"font-weight: bold;\">Can Content Marketing Generate Leads for My Business?</span>\r\nWith the right strategy in place, you can use content marketing to generate a steady stream of new leads for your business. While most brands offer content like blog posts, articles, and videos free of charge, they also create high-level content, such as white papers, case studies, and eBooks to serve as lead magnets. Then they require readers to opt into a mailing list before gaining access to the high-level content.\r\nOnce you’ve gained permission to email interested customers, you can introduce your leads to your sales funnel. As your leads discover and engage with your other content marketing efforts, they may convert from potential to current customers.\r\n<span style=\"font-weight: bold;\">What’s the Most Common Content Marketing Mistake?</span>\r\nFor most businesses, the biggest content marketing mistake is jumping in without a coherent strategy. Like any type of marketing, you need a plan to get the results you want from content marketing. Launching a blog and producing posts regularly may never help you achieve your objectives if you don’t know what you want to accomplish or how to get there.\r\nTo develop an effective content marketing strategy, you’ll need to understand who your target audience is, what kinds of content they want, and how your brand can offer the greatest value to your audience. Many businesses opt to create buyer personas so they can get to know their target audience and design content that’s sure to resonate.\r\n<span style=\"font-weight: bold;\">What Type of Content Should My Business Create?</span>\r\nWhile the right content balance varies from business to business, most brands consider a few essential types. Blog posts and articles tend to top out around 1,000 words and usually help readers understand how and why to use your product or service. Case studies, white papers, and eBooks are substantially longer and typically feature original research related to your industry. Infographics and videos generally explain and illustrate concepts that you simply can’t convey via text. Depending on your brand’s goals, you might include one, two, or all types of content in your strategy.\r\n<span style=\"font-weight: bold;\">How Much Content Should My Business Produce?</span>\r\nJust as content type depends on your unique brand, so does content frequency. A lifestyle brand may benefit from developing and sharing short snippets of content daily, while others may get more value out of creating long-form content once a week or twice a month.\r\nNo matter what type of frequency works best for your business, however, strive for a consistent schedule. A regular schedule will boost your reliability and ensure that your audience anticipates your content.\r\n<span style=\"font-weight: bold;\">Is Content Marketing the Same as Social Media Marketing?</span>\r\nThese two branches of marketing aren’t the same, but many businesses integrate their content marketing and social media marketing strategies. This synthesis helps brands ensure that they’re optimizing their marketing efforts.\r\nWhile content marketing encompasses written, graphic, and video material that can live on your company’s website or any number of other places online, social media marketing takes place strictly on platforms like Facebook and Instagram. Many social media marketers build their editorial calendars around sharing links to content that their brands have created, as this practice can drive views and value.\r\n<span style=\"font-weight: bold;\">How Can You Measure the Results of Content Marketing?</span>\r\nWhen you invest in a content marketing strategy, it’s essential to track the results and determine your return on investment (ROI). As a general rule, your goals determine the metrics you’ll track as you assess results.\r\nFor example, if you want to increase brand awareness, you might track website traffic, bounce rate, or social shares. If you want to generate leads, you’ll track the number of leads, conversion rates, and an average time to close.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon-content-marketing.png"},{"id":820,"title":"Marketing Automation","alias":"marketing-automation","description":"Marketing automation refers to software platforms and technologies designed for marketing departments and organizations to more effectively market on multiple channels online (such as email, social media, websites, etc.) and automate repetitive tasks.\r\nMarketing departments, consultants and part-time marketing employees benefit by specifying criteria and outcomes for tasks and processes which are then interpreted, stored and executed by digital marketing software, which increases efficiency and reduces human error. Originally focused on email marketing automation, marketing automation now refers to a broad range of automation and analytic tools for marketing, especially inbound marketing. Marketing Automation platforms are used as a hosted or web-based solution, and no software installation is required by the customer.\r\nThe reason for using a marketing automation platform is to streamline sales and marketing organizations by replacing high-touch, repetitive manual processes with automated solutions.\r\nMarketing automation is a platform that marketers use to plan, coordinate, manage and measure all of their marketing campaigns, both online and offline. It is often used along with lifecycle marketing strategy to closely manage and nurture generated leads, aiming to convert leads into customers.\r\nMarketing automation is a type of software that allows companies to effectively target customers with automated marketing messages across channels including email, websites, social media and text messages to generate sales leads. The technology is a segment of customer relationship management, or CRM, and is typically used by marketing departments as a way to remove repetitive tasks from staff workflows and increase overall marketing efficiency.\r\nOften, a brand will use multiple marketing automation tools, referred to as the marketing technology or martech — stack. These automation platforms assist in lead generation via email marketing, chatbots hosted on social media or websites, and other channels such as short message service (SMS) text. Marketing automation tools extend the reach of marketing campaigns, creating inbound marketing, a term some vendors use to refer to the strategy of finding prospects for top- to mid-funnel via personalization of pitches derived through analytics tools, which segment customers into different groups for different approaches.\r\n<p class=\"align-center\"><span style=\"font-weight: bold;\">Marketing automation features</span></p>\r\nDigital marketing automation software manages the online element of a marketing campaign, including data analytics that can create more precise personalization of content to individual customers to drive engagement and revenue.\r\nArtificial intelligence (AI) applications such as chatbots can help automate the delivery of that information or direct potential customers to webpages, online documents or forms that help create sales or gauge a potential customer's current or future interest in purchasing a company's goods or services. Marketing manager tools can also administer customer satisfaction and product usage surveys and then collect, measure and segment the response data.\r\nThe main features of marketing automation software typically include:\r\n<ul><li>Account-based marketing</li><li>Analytics for CRM</li><li>Campaign management</li><li>Inbound marketing</li><li>Lead management</li><li>Marketing ROI</li><li>Targeting and segmentation</li><li>Social marketing</li></ul>","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal; \">Who should use marketing automation?</span></h1>\r\n<p class=\"align-left\">The beauty of a marketing automation system is that it can help your business maximize on efforts that have already proven successful. Attracting new audiences through the use of effective marketing strategies is step one, but if you want to do more to nurture those people so that they become customers, marketing automation is a good bet.</p>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal; \">How can marketing automation benefit my business?</span></h1>\r\n<p class=\"align-left\">Marketing software solutions removes the hassle from your marketing strategy and allows you to streamline, automate and evaluate tasks and workflows. Your business will be able to scale its efforts and improve how you target customers.</p>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal; \">What is marketing automation software?</span></h1>\r\n<p class=\"align-left\">In essence, it’s a set of solutions that automates, streamlines and analyzes marketing-related workflows and engagement to get more leads and qualify them for sales. The idea is the more qualified leads you get the higher the conversion rate and the more revenue you generate. </p>\r\n<p class=\"align-left\">Marketing software programs differ from CRM in that the purpose of marketing automation software is to get top-of-funnel leads, while the latter nurtures middle- and bottom-of-funnel leads. In short, marketing automation qualifies leads to feed into the CRM sales funnel for nurturing prospects to conversion.</p>\r\n<p class=\"align-left\">Marketing automation plugs into a company's CRM system, which, typically, has its own native marketing automation cloud service (such as Salesforce Pardot and Oracle Eloqua). Eloqua will work with other CRM platforms that compete with Oracle's, and Marketo, an independent marketing automation platform, will work with Salesforce, Oracle, Microsoft and other CRM systems. HubSpot also is a popular marketing automation platform that has its own CRM backbone.</p>\r\n<p class=\"align-left\">This becomes important when a company's marketing operations rely on a survey, email, social media or chatbot app for inbound lead-generation efforts that plug into Marketo or Eloqua, which, in turn, allows those marketing processes to continue regardless of which CRM the company uses. In effect, they act as middleware connecting the thousands of niche marketing automation tools and large CRM systems, where a company's customer data resides.</p>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal; \">What are the types of marketing automation software?<br /></span></h1>\r\n<p class=\"align-left\"><span style=\"font-weight: bold; \">CRM integrated</span>. Many CRM solutions today have multi-channel marketing tools to make lead generation a seamless experience from top-of-funnel to conversion. If not fully packaged, at least the marketing automation and CRM are modularized and have native integration.</p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold; \">Email marketing</span>. Marketing automation has its beginnings with email marketing software. Many mailers are established and have maintained their email marketing UI as their core functionality, but they now offer newer marketing automation features like lead scoring, landing page integration and analytics beyond the open-click metric.</p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold; \">Marketing automation.</span> This is the primary category featuring the standard tools, such as: forms, landing pages, lead scoring, lead database, reporting and analytics and pre-built or integrated email marketing and CRM functions.</p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold; \">Marketing analytics software</span>. They can be standalone apps or modules to a bigger marketing automation system. They lend more powerful analytics to the base system and cross over to the business intelligence category.<br />Social marketing. These are marketing software solutions with focus on social media functionalities such as Twitter and LinkedIn prospecting, brand mention tracking on Facebook and triggered posts on your pages based on your rules for keywords, hashtags or mentions.</p>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal; \">What does marketing automation software do?</span></h1>\r\n<p class=\"align-left\">Here are the main features of marketing automation technology, which you should look for when subscribing to one.</p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold; \">Lead scoring. </span>Allows you to automatically grade leads based on specific criteria you set, including demographics, prospect behaviors and historical interactions. You assign a weight to each criterion and the system aggregates them to calculate the prospect’s lead score. The lead scores can be segregated by range and automatically funneled to their respective workflows. </p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold; \">Lead database</span>. The lead database captures a qualified prospect’s details and other marketing activities like web visits, email clicks and downloads. This database funnels leads to your CRM sales pipeline and, once converted, into your main customer database. The lead database may also allow for segmentation to help you target groups.</p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold; \">Lead nurturing.</span> Generally runs workflows designed to filter or shortlist prospects, which include managing the processes in email marketing and other channels and capturing data that helps in further qualifying leads.</p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold; \">Email marketing.</span> Business email marketing software allows email drip campaigns and features newsletter and email templates or an editor that lets you design your layout with ease. It allows for mass emails to targeted lists with a tracking tool to view number of opens and click-throughs. It may also feature an advanced tool for triggered emails, which send the right response in real time to specific customer actions.</p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold; \">CRM integration</span>. Once the leads are qualified at the top-of-funnel, they are sent to the sales team; hence, marketing automation software should have seamless CRM integration. The integration can be with a third-party solution or as an add-on to the marketing automation software.</p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold; \">Forms and landing pages.</span> A form is embedded on the landing page to collect lead data, where it is funneled into your database for lead scoring. The landing page can also include dynamic content, where images, texts and calls-to-action are customized to the lead based on profiling like geolocation, industry, job title, previous interactions with you, etc.</p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold; \">Progressive profiling.</span> This is a smart form that delivers the right fields to different leads. A web visitor is analyzed for key details (for example: IP address, source page, Y/N customer) and is led to a series of unique short forms to capture specific data. This feature may also require social credentials for deeper profiling.</p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold; \">Reporting &amp; analytics. </span>You can calculate an individual campaign’s cost and ROI and, generally, your marketing activities, by running analytics on key metrics that are sliced and diced in different ways that include open emails, downloads, lead volume, etc. In conjunction with CRM, you can associate these values against sales metrics like conversion rate, win-loss rate and total sales.</p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold; \">Mobile-optimized. </span>Mobile-optimized landing pages and emails help you target users who access the Internet from their smartphones or tablets. Mobile-optimized also means you can access the system and your data on the go.<br /><br /><br /><br /></p>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon-marketing-automation.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":4760,"logoURL":"https://old.roi4cio.com/fileadmin/user_upload/cisco_logo.png","logo":true,"scheme":false,"title":"Cisco Connected Mobile Experiences (CMX)","vendorVerified":0,"rating":"0.00","implementationsCount":1,"suppliersCount":0,"supplierPartnersCount":125,"alias":"cisco-connected-mobile-experiences-cmx","companyTitle":"Cisco","companyTypes":["supplier","vendor"],"companyId":170,"companyAlias":"cisco","description":"Cisco Connected Mobile Experiences turns the industry-leading wireless infrastructure into an intelligent platform that not only provides a reliable connection, but also provides analytic customer information that you can use to grow your business. As the undisputed leader in the Wi-Fi market with over seven years of experience in Wi-Fi location, Cisco is a trusted partner\r\nCisco Connected Mobile Experiences (CMX) uses a high-density wireless network with the Cisco® Mobility Services Engine, which enables organizations to collect aggregated location data for Wi-Fi users. CMX Analytics is a data visualization module that helps organizations use the network as a source of data for business analysis, highlight behavioral patterns and trends, which, in turn, can help businesses make informed decisions about how to improve customer service and improve their quality. service.<br /><span style=\"font-weight: bold;\"><br />Benefits</span>\r\nWith the CMX solution, you can:\r\n<ul><li>Analyze business performance and optimize marketing activities through quantitative analysis of activity at your facility, for example, determining the patency of a particular store</li></ul>\r\n<ul><li>Increase the profitability per square meter by optimizing the location using the detailed traffic of the outlet, the conversion rate of visitors into customers, as well as other information, up to specific zones, as well as quantifying the implementation of changes</li></ul>\r\n<ul><li>Increase customer satisfaction by ensuring that there are enough staff during peak periods</li></ul>\r\n<ul><li>Increase profitability using location data for optimal mobile marketing campaigns.</li></ul>","shortDescription":"Thanks to Cisco CMX solutions, Wi-Fi from a familiar means of accessing the network can turn into a powerful tool for analytics, encouraging customers and generating additional profit.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":9,"sellingCount":9,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Cisco Connected Mobile Experiences (CMX)","keywords":"","description":"Cisco Connected Mobile Experiences turns the industry-leading wireless infrastructure into an intelligent platform that not only provides a reliable connection, but also provides analytic customer information that you can use to grow your business. As the undi","og:title":"Cisco Connected Mobile Experiences (CMX)","og:description":"Cisco Connected Mobile Experiences turns the industry-leading wireless infrastructure into an intelligent platform that not only provides a reliable connection, but also provides analytic customer information that you can use to grow your business. As the undi","og:image":"https://old.roi4cio.com/fileadmin/user_upload/cisco_logo.png"},"eventUrl":"","translationId":4761,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":3,"title":"MDM - Mobile Device Management","alias":"mdm-mobile-device-management","description":" <span style=\"font-weight: bold; \">Mobile device management (MDM)</span> is an industry term for the administration of mobile devices, such as smartphones, tablet computers and laptops. Device management system is usually implemented with the use of a third party product that has management features for particular vendors of mobile devices.\r\nMDM is typically a deployment of a combination of on-device applications and configurations, corporate policies and certificates, and backend infrastructure, for the purpose of simplifying and enhancing the IT management of end user devices. In modern corporate IT environments, the sheer number and diversity of managed devices (and user behavior) has motivated device management tools that allow the management of devices and users in a consistent and scalable way. The overall role of MDM is to increase device supportability, security, and corporate functionality while maintaining some user flexibility.\r\nMany organizations administer devices and applications using MDM products/services. Mobile device management software primarily deals with corporate data segregation, securing emails, securing corporate documents on devices, enforcing corporate policies, integrating and managing mobile devices including laptops and handhelds of various categories. MDM implementations may be either on-premises or cloud-based.\r\nMDM functionality can include over-the-air distribution of applications, data and configuration settings for all types of mobile devices, including mobile phones, smartphones, tablet computers, ruggedized mobile computers, mobile printers, mobile POS devices, etc. Most recently laptops and desktops have been added to the list of systems supported as Mobile Device Management becomes more about basic device management and less about the mobile platform itself. \r\nSome of the <span style=\"font-weight: bold; \">core functions</span> of mobile management software include:\r\n<ul><li>Ensuring that diverse user equipment is configured to a consistent standard/supported set of applications, functions, or corporate policies</li><li>Updating equipment, applications, functions, or policies in a scalable manner</li><li>Ensuring that users use applications in a consistent and supportable manner</li><li>Ensuring that equipment performs consistently</li><li>Monitoring and tracking equipment (e.g. location, status, ownership, activity)</li><li>Being able to efficiently diagnose and troubleshoot equipment remotely</li></ul>\r\nDevice management solutions are leveraged for both company-owned and employee-owned (Bring Your Own Device) devices across the enterprise or mobile devices owned by consumers. Consumer demand for BYOD is now requiring a greater effort for MDM and increased security for both the devices and the enterprise they connect to, especially since employers and employees have different expectations concerning the types of restrictions that should be applied to mobile devices.\r\nBy controlling and protecting the data and configuration settings of all mobile devices in a network, enterprise device management software can reduce support costs and business risks. The intent of MDM is to optimize the functionality and security of a mobile communications network while minimizing cost and downtime.\r\nWith mobile devices becoming ubiquitous and applications flooding the market, mobile monitoring is growing in importance. The use of mobile device management across continues to grow at a steady pace, and is likely to register a compound annual growth rate (CAGR) of nearly 23% through 2028. The US will continue to be the largest market for mobile device management globally. ","materialsDescription":"<h1 class=\"align-center\">How Mobile Device Management works?</h1>\r\nMobile device management relies on endpoint software called an MDM agent and an MDM server that lives in a data center. IT administrators configure policies through the MDM server's management console, and the server then pushes those policies over the air to the MDM agent on the device. The agent applies the policies to the device by communicating with application programming interfaces (APIs) built directly into the device operating system.\r\nSimilarly, IT administrators can deploy applications to managed devices through the MDM server. Mobile software management emerged in the early 2000s as a way to control and secure the personal digital assistants and smartphones that business workers began to use. The consumer smartphone boom that started with the launch of the Apple iPhone in 2007 led to the bring your own device trend, which fueled further interest in MDM.\r\nModern MDM management software supports not only smartphones but also tablets, Windows 10 and macOS computers and even some internet of things devices. The practice of using MDM to control PCs is known as unified endpoint management.\r\n<h1 class=\"align-center\">Key Benefits of Mobile Device Management Software</h1>\r\n<span style=\"font-weight: bold;\">Reduce IT Administration.</span> Instead of manually configuring and testing each new mobile device, mobile device software takes care of the repetitive tasks for you. That gives IT staff more time to work on challenging projects that improve productivity.<span style=\"font-weight: bold;\"></span> \r\n<span style=\"font-weight: bold;\">Improve End-user Productivity. </span>Mobile device management helps end users become more productive because the process of requesting new mobile devices can be cut down from days to hours. Once end users have the device in their hands, mobile device management program helps them get set up on their corporate network much faster. That means less time waiting to get access to email, internal websites, and calendars.<span style=\"font-weight: bold;\"></span> \r\n<span style=\"font-weight: bold;\">Reduce IT Risk.</span> Mobile devices, especially if your organization allows “Bring Your Own Device” (BYOD), create increased risk exposures. Typically, IT managers respond to these risks in one of two ways, neither of which help. First, you may say “no” to mobile device requests. That’s a fast way to become unpopular. Second, you may take a manual approach to review and oversee each device.<span style=\"font-weight: bold;\"></span> \r\n<span style=\"font-weight: bold;\">Enable Enterprise Growth. </span>If your enterprise added a thousand employees this quarter through hiring, acquisition, or other changes, could IT handle the challenge? If you’re honest, you can probably imagine going through plenty of struggles and missing SLAs. That kind of disappointment and missed service expectations make end users respect IT less. \r\nBy using enterprise device management thoroughly, you'll enable enterprise growth. You'll have the systems and processes to manage 100 users or 10,000 users. That means IT will be perceived as enabling growth not standing in the way.\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_MDM_Mobile_Device_Management.png"},{"id":34,"title":"ITSM - IT Service Management","alias":"itsm-it-service-management","description":"<span style=\"font-weight: bold; \">IT service management (ITSM)</span> is the process of designing, delivering, managing, and improving the IT services an organization provides to its end users. ITSM is focused on aligning IT processes and services with business objectives to help an organization grow.\r\nITSM positions IT services as the key means of delivering and obtaining value, where an internal or external IT service provider works with business customers, at the same time taking responsibility for the associated costs and risks. ITSM works across the whole lifecycle of a service, from the original strategy, through design, transition and into live operation.\r\nTo ensure sustainable quality of IT services, ITSM establishes a set of practices, or processes, constituting a service management system. There are industrial, national and international standards for IT service management solutions, setting up requirements and good practices for the management system. \r\nITSM system is based on a set of principles, such as focusing on value and continual improvement. It is not just a set of processes – it is a cultural mindset to ensure that the desired outcome for the business is achieved. \r\n<span style=\"font-weight: bold; \">ITIL (IT Infrastructure Library)</span> is a framework of best practices and recommendations for managing an organization's IT operations and services. IT service management processes, when built based on the ITIL framework, pave the way for better IT service operations management and improved business. To summarize, ITIL is a set of guidelines for effective IT service management best practices. ITIL has evolved beyond the delivery of services to providing end-to-end value delivery. The focus is now on the co-creation of value through service relationships. \r\n<p class=\"align-center\"><span style=\"font-weight: bold; \">ITSM processes typically include five stages, all based on the ITIL framework:</span></p>\r\n<span style=\"font-weight: bold; \">ITSM strategy.</span> This stage forms the foundation or the framework of an organization's ITSM process building. It involves defining the services that the organization will offer, strategically planning processes, and recognizing and developing the required assets to keep processes moving. \r\n<span style=\"font-weight: bold; \">Service design.</span> This stage's main aim is planning and designing the IT services the organization offers to meet business demands. It involves creating and designing new services as well as assessing current services and making relevant improvements.\r\n<span style=\"font-weight: bold; \">Service transition.</span> Once the designs for IT services and their processes have been finalized, it's important to build them and test them out to ensure that processes flow. IT teams need to ensure that the designs don't disrupt services in any way, especially when existing IT service processes are upgraded or redesigned. This calls for change management, evaluation, and risk management. \r\n<span style=\"font-weight: bold; \">Service operation. </span>This phase involves implementing the tried and tested new or modified designs in a live environment. While in this stage, the processes have already been tested and the issues fixed, but new processes are bound to have hiccups—especially when customers start using the services. \r\n<span style=\"font-weight: bold;\">Continual service improvement (CSI).</span> Implementing IT processes successfully shouldn't be the final stage in any organization. There's always room for improvement and new development based on issues that pop up, customer needs and demands, and user feedback.\r\n\r\n","materialsDescription":"<h1 class=\"align-center\">Benefits of efficient ITSM processes</h1>\r\nIrrespective of the size of business, every organization is involved in IT service management in some way. ITSM ensures that incidents, service requests, problems, changes, and IT assets—in addition to other aspects of IT services—are managed in a streamlined way.\r\nIT teams in your organization can employ various workflows and best practices in ITSM, as outlined in ITIL. Effective IT service management can have positive effects on an IT organization's overall function.\r\nHere are the 10 key benefits of ITSM:\r\n<ul><li>&nbsp;&nbsp;&nbsp; Lower costs for IT operations</li><li>&nbsp;&nbsp;&nbsp; Higher returns on IT investments</li><li>&nbsp;&nbsp;&nbsp; Minimal service outages</li><li>&nbsp;&nbsp;&nbsp; Ability to establish well-defined, repeatable, and manageable IT processes</li><li>&nbsp;&nbsp;&nbsp; Efficient analysis of IT problems to reduce repeat incidents</li><li>&nbsp;&nbsp;&nbsp; Improved efficiency of IT help desk teams</li><li>&nbsp;&nbsp;&nbsp; Well-defined roles and responsibilities</li><li>&nbsp;&nbsp;&nbsp; Clear expectations on service levels and service availability</li><li>&nbsp;&nbsp;&nbsp; Risk-free implementation of IT changes</li><li>&nbsp;&nbsp;&nbsp; Better transparency into IT processes and services</li></ul>\r\n<h1 class=\"align-center\">How to choose an ITSM tool?</h1>\r\nWith a competent IT service management goal in mind, it's important to invest in a service desk solution that caters to your business needs. It goes without saying, with more than 150 service desk tools to choose from, selecting the right one is easier said than done. Here are a few things to keep in mind when choosing an ITSM products:\r\n<span style=\"font-weight: bold; \">Identify key processes and their dependencies. </span>Based on business goals, decide which key ITSM processes need to be implemented and chart out the integrations that need to be established to achieve those goals. \r\n<span style=\"font-weight: bold; \">Consult with ITSM experts.</span> Participate in business expos, webinars, demos, etc., and educate yourself about the various options that are available in the market. Reports from expert analysts such as Gartner and Forrester are particularly useful as they include reviews of almost every solution, ranked based on multiple criteria.\r\n<span style=\"font-weight: bold; \">Choose a deployment option.</span> Every business has a different IT infrastructure model. Selecting an on-premises or software as a service (SaaS IT service management) tool depends on whether your business prefers to host its applications and data on its own servers or use a public or private cloud.\r\n<span style=\"font-weight: bold; \">Plan ahead for the future.</span> Although it's important to consider the &quot;needs&quot; primarily, you shouldn't rule out the secondary or luxury capabilities. If the ITSM tool doesn't have the potential to adapt to your needs as your organization grows, it can pull you back from progressing. Draw a clear picture of where your business is headed and choose an service ITSM that is flexible and technology-driven.\r\n<span style=\"font-weight: bold;\">Don't stop with the capabilities of the ITSM tool.</span> It might be tempting to assess an ITSM tool based on its capabilities and features but it's important to evaluate the vendor of the tool. A good IT support team, and a vendor that is endorsed for their customer-vendor relationship can take your IT services far. Check Gartner's magic quadrant and other analyst reports, along with product and support reviews to ensure that the said tool provides good customer support.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_ITSM.png"},{"id":69,"title":"Business Analytics","alias":"business-analytics","description":"Business Analytics is “the study of data through statistical and operations analysis, the formation of predictive models, application of optimization techniques, and the communication of these results to customers, business partners, and college executives.” Business Analytics requires quantitative methods and evidence-based data for business modeling and decision making; as such, Business Analytics requires the use of Big Data.\r\nSAS describes Big Data as “a term that describes the large volume of data – both structured and unstructured – that inundates a business on a day-to-day basis.” What’s important to keep in mind about Big Data is that the amount of data is not as important to an organization as the analytics that accompany it. When companies analyze Big Data, they are using Business Analytics to get the insights required for making better business decisions and strategic moves.\r\nCompanies use Business Analytics (BA) to make data-driven decisions. The insight gained by BA enables these companies to automate and optimize their business processes. In fact, data-driven companies that utilize Business Analytics achieve a competitive advantage because they are able to use the insights to:\r\n<ul><li>Conduct data mining (explore data to find new patterns and relationships)</li><li>Complete statistical analysis and quantitative analysis to explain why certain results occur</li><li>Test previous decisions using A/B testing and multivariate testing</li><li>Make use of predictive modeling and predictive analytics to forecast future results</li></ul>\r\nBusiness Analytics also provides support for companies in the process of making proactive tactical decisions, and BA makes it possible for those companies to automate decision making in order to support real-time responses.","materialsDescription":"<span style=\"font-weight: bold; \">What does Business Analytics (BA) mean?</span>\r\nBusiness analytics (BA) refers to all the methods and techniques that are used by an organization to measure performance. Business analytics are made up of statistical methods that can be applied to a specific project, process or product. Business analytics can also be used to evaluate an entire company. Business analytics are performed in order to identify weaknesses in existing processes and highlight meaningful data that will help an organization prepare for future growth and challenges.\r\nThe need for good business analytics has spurred the creation of business analytics software and enterprise platforms that mine an organization’s data in order to automate some of these measures and pick out meaningful insights.\r\nAlthough the term has become a bit of a buzzword, business analytics are a vital part of any business. Business analytics make up a large portion of decision support systems, continuous improvement programs and many of the other techniques used to keep a business competitive. Consequently, accurate business analytics like efficiency measures and capacity utilization rates are the first step to properly implementing these techniques.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Business_Analytics.png"},{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":4764,"logoURL":"https://old.roi4cio.com/fileadmin/user_upload/cisco_logo.png","logo":true,"scheme":false,"title":"Cisco Transport Manager (CTM)","vendorVerified":0,"rating":"0.00","implementationsCount":1,"suppliersCount":0,"supplierPartnersCount":125,"alias":"cisco-transport-manager-ctm","companyTitle":"Cisco","companyTypes":["supplier","vendor"],"companyId":170,"companyAlias":"cisco","description":"Cisco Transport Manager is an intelligent, multitechnology, carrier-class element management system (EMS) for optical networks designed following the TMF MTNM principles. Cisco Transport Manager simplifies provisioning and network management and reduces overall costs by providing operators with:<br />● Single system to manage optical networks: Increases productivity by simplifying complex provisioning tasks of optical network elements<br />● Single repository for network information: Supports configuration, fault, performance, and security management to capture network information such as resources, alarms, and performance data<br />● Integration with operations support system (OSS): Foundation for northbound EMS-to-network management system (NMS) interfaces, with gateway options for CORBA, compliant with TMF 814 standard, Simple Network Management Protocol (SNMP), and direct SQL database access<br />Features and Benefits<br />Cisco Transport Manager increases user productivity through a powerful GUI-based management system that simplifies complex provisioning tasks. The Cisco Transport Manager northbound interfaces accelerate integration into the operations support system’s customer environment. <br /><br />","shortDescription":"Enhance Network Security and Service Continuity with Cisco Transport Manager (CTM)","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":7,"sellingCount":7,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Cisco Transport Manager (CTM)","keywords":"","description":"Cisco Transport Manager is an intelligent, multitechnology, carrier-class element management system (EMS) for optical networks designed following the TMF MTNM principles. Cisco Transport Manager simplifies provisioning and network management and reduces overal","og:title":"Cisco Transport Manager (CTM)","og:description":"Cisco Transport Manager is an intelligent, multitechnology, carrier-class element management system (EMS) for optical networks designed following the TMF MTNM principles. Cisco Transport Manager simplifies provisioning and network management and reduces overal","og:image":"https://old.roi4cio.com/fileadmin/user_upload/cisco_logo.png"},"eventUrl":"","translationId":4765,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":57,"title":"Engineering Applications","alias":"engineering-applications","description":"Specific segmentations of <span style=\"font-weight: bold;\">Engineering Applications</span> include software packages, such as 2D CAD, 3D CAD, engineering analysis, project software and services, collaborative engineering software, and asset information management. These tools are used not only for asset creation but also to manage data and information throughout the lifecycle of physical assets in both infrastructure and industry. Application of optimization techniques in engineering provides as-built information to owners for operations and maintenance requirements, as well as a document for any modifications to the facility.<span style=\"font-weight: bold; \"></span>\r\n<span style=\"font-weight: bold; \">Computer-aided design (CAD)</span> is the use of computers (or workstations) to aid in the creation, modification, analysis, or optimization of a design. CAD software is used to increase the productivity of the designer, improve the quality of design, improve communications through documentation, and to create a database for manufacturing. Computer engineering and intelligent systems output is often in the form of electronic files for print, machining, or other manufacturing operations. \r\nIts use in designing electronic systems is known as electronic design automation (EDA). Application of CAD in mechanical engineering is known as mechanical design automation (MDA) or computer-aided drafting (CAD), which includes the process of creating a technical drawing with the use of computer software.\r\nCAD software for mechanical design uses either vector-based graphics to depict the objects of traditional drafting, or may also produce raster graphics showing the overall appearance of designed objects. However, it involves more than just shapes. As in the manual drafting of technical and engineering drawings, the output of CAD must convey information, such as materials, processes, dimensions, and tolerances, according to application-specific conventions.\r\nCAD is an important industrial art extensively used in many engineering applications, including automotive, shipbuilding, and aerospace industries, industrial and architectural design, electrical engineering app, prosthetics, environmental engineering applications, and many more. \r\nEngineering apps and software are: 2D layout and CAD software, 3D design and visualization systems, Pre-engineering and FEED applications, Engineering information management systems, Asset lifecycle information management systems, Asset performance management systems, P&amp;ID and piping layout design, 3D laser scanning and point cloud modeling, 3D augmented reality simulation systems, 3D virtual reality simulation based on other technologies (photometry, etc.), 3D virtual simulation for operator training, Electrical Engineering applications and HVAC design, Engineering analysis tools, Civil engineering design packages, Fabrication and construction management systems, Software implementation services, Software maintenance &amp; support services, Software as a service including deployment (Cloud, subscription, etc.), Collaborative software for engineering workflows, Associated databases and interfaces.","materialsDescription":"<h1 class=\"align-center\">2D and 3D CAD software</h1>\r\n<p class=\"align-left\">General-purpose CAD software includes a wide range of 2D and 3D software. Before delving into the more specific types of CAD software, it’s important to understand the difference between 2D and 3D CAD and the various industries that leverage them.</p>\r\n<p class=\"align-left\">2D CAD software offers a platform to design in two dimensions. Since 2D CAD does not allow for the creation of perspectives or scale, it is often used for drawing, sketching and drafting conceptual designs. 2D CAD is often used for floor plan development, building permit drawing and building inspection planning. Since it is mainly used as a tool for conceptual design, it is also a great starting point for most 3D designs. This gives users a basic overview of dimension and scale before they move on to 3D design. 2D CAD typically runs at a significantly lower price since it does not provide the same scale of tools and breadth of features.</p>\r\n<p class=\"align-left\">3D CAD provides a platform for designing 3D objects. The main feature of this type of CAD software is 3D solid modeling. This lets designers create objects with length, width and height, allowing more accurate scaling and visualization. With this feature, users can push and pull surfaces and manipulate designs to adjust measurements. Once the 3D design is to your liking, you can transfer it to a 3D rendering software and place the designs in fully realized 3D landscapes.</p>\r\n<h1 class=\"align-center\">BIM software</h1>\r\n<p class=\"align-left\">One of the more specific types of 3D CAD software is building information modeling software, also known as BIM software. BIM software is intended to aid in the design and construction of buildings specifically. BIM software provides users with the ability to break down building parts and see how they fit into a single finalized structure. Users can isolate walls, columns, windows, doors, etc., and alter the design. Engineers, architect, and manufacturers are just some of the professionals that use BIM software on a regular basis.</p>\r\n<h1 class=\"align-center\">Civil engineering design software</h1>\r\n<p class=\"align-left\">Civil engineering design software allows users to design 3D models of municipal buildings and structures. This includes tools for railway modeling, highway design and city infrastructure planning. Similar to BIM, civil engineering design software helps in every stage of the design process by breaking it down to drafting, designing and visualizing the final product. Best app for civil engineering also helps designers determine building costs. Civil engineering design software is perfect for engineers working in public and civil departments including transportation, structural and geotech.</p>\r\n<h1 class=\"align-center\">3D printing software</h1>\r\n<p class=\"align-left\">3D printing software facilitates the printing of real-life 3D objects. When users design an object, it can bу translated into a 3D printing software. The software then relays instructions on how to print that design to an actual 3D printer. The 3D printing software sends instructions to just print out certain parts of an object, or it can print out the entirety of an object. Some CAD software doubles as 3D printing software so you can seamlessly produce actual 3D objects all from one platform. 3D printing software can be used by manufacturers and architects to build machine or building parts. This greatly reduces production costs, as manufacturers no longer need offsite locations for manufacturing. It also gives companies a rapid test drive to see how a product would look if it were mass produced.</p>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Engineering_Applications.png"},{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":5065,"logoURL":"https://old.roi4cio.com/fileadmin/user_upload/Unify_logo.jpg","logo":true,"scheme":false,"title":"Unify OpenScape Voice","vendorVerified":0,"rating":"0.00","implementationsCount":1,"suppliersCount":0,"supplierPartnersCount":1,"alias":"unify-openscape-voice","companyTitle":"Unify (Vendor)","companyTypes":["vendor"],"companyId":2808,"companyAlias":"unify","description":"<span style=\"font-weight: bold;\">Speaking with a unified voice</span>\r\nAs part of the OpenScape Enterprise portfolio, OpenScape Voice enables your enterprise to talk—with each other, with your customers, with all your stakeholders, with immediacy and richness.<br />As a stand-alone voice application or integrated with other unified communications applications, OpenScape Voice combines carrier-grade reliability, security, massive scalability (up to 100,000 users per node) and flexible on-premise or cloud deployment with the features your enterprise needs.<br />OpenScape Voice seamlessly synchronizes voice with mobility, video and web conferencing, chat, messaging, presence, one-number service and more. Embed voice into your business applications. You can even unify your in-place multi-vendor voice network without ripping and replacing. All with one elegant framework. <br /><br /><span style=\"font-weight: bold;\">Make your conversations vibrant — down the hall or around the world</span><br />\r\n\r\n<ul><li>Next Gen (100% SIP-based) Enterprise VoIP solution</li></ul>\r\n<ul><li>Carrier Grade Reliability (5 9s) Active – Active Server architecture</li></ul>\r\n<ul><li>Carrier Grade Routing and Translation for cloud / overlay deployments (IP-Least Cost Routing)</li></ul>\r\n<ul><li>Fits into virtualized architecture (VMware), delivered as a vApp</li></ul>\r\n<ul><li>Industry leading scalability up to 100,000 users on a system</li></ul>\r\n<ul><li>100% call failover support – no lost calls on a single node failure</li></ul>\r\n<ul><li>Multi-tenant support</li></ul>\r\n<ul><li>Licensing options – Permanent (CAPEX), Subscription (OPEX)</li></ul>","shortDescription":"OpenScape Voice is IP-based Unified Communications Platforms: We’ve learned to communicate in a lot of ways, but when it really counts, we use the tool that matters most — our voice.\r\n","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":0,"sellingCount":15,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Unify OpenScape Voice","keywords":"","description":"<span style=\"font-weight: bold;\">Speaking with a unified voice</span>\r\nAs part of the OpenScape Enterprise portfolio, OpenScape Voice enables your enterprise to talk—with each other, with your customers, with all your stakeholders, with immediacy and richness.","og:title":"Unify OpenScape Voice","og:description":"<span style=\"font-weight: bold;\">Speaking with a unified voice</span>\r\nAs part of the OpenScape Enterprise portfolio, OpenScape Voice enables your enterprise to talk—with each other, with your customers, with all your stakeholders, with immediacy and richness.","og:image":"https://old.roi4cio.com/fileadmin/user_upload/Unify_logo.jpg"},"eventUrl":"","translationId":5066,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":152,"title":"Contact Center","alias":"contact-center","description":"A contact center is a central point from where you can contact.\r\nThe contact center typically includes one or more call centers but may include other types of customer contact, as well. A contact center is generally part of an enterprise's overall customer relationship management (CRM) strategy.<br />Contact centers and call centers are both centers for customer service, and the two terms are often used interchangeably, but a contact center supports more services than a typical call center.\r\nContact centers offer omnichannel customer support, including email, chat, voice over IP (VoIP) and website support. A call center typically uses phones as the main channel of communication and can handle a mass volume of calls.<br />Contact centers are used for inbound communication, outbound communication or a hybrid of both. Contact center agents also interact with customers via web chat, phone, email or other communication channels.\r\nThe contact center infrastructure that is necessary to support communications may be located on the same premises as the contact center, or it can be located externally.\r\nIn an on-premises scenario, the company that owns the contact center also owns and manages its own hardware and software. This requires staffing and IT investments that some companies choose to forgo by outsourcing those tasks to cloud providers or hosting companies.","materialsDescription":" <span style=\"font-weight: bold;\">What is a Call Center?</span>\r\nTraditionally, a call center is an office where a large number of call center agents provide customer service over the telephone. Inbound call centers receive calls for customer support and often serve as a knowledge base for tech support, billing questions, and other customer service issues. These call centers focus on quick call resolution times and agent productivity. In outbound call centers, agents make calls rather than receive them. These could be sales calls, marketing offers, surveys, fundraising requests, or debt collection, for example.\r\nThe term “call center” conjures an image for many people of waiting on perpetual hold or being routed through an endless IVR that never gives them what they need. Because so many consumers have had a dreadful customer service experience along these lines, call centers have developed a bad rap. But as legacy phone systems give way to newer digital technologies, call centers are evolving.\r\n<span style=\"font-weight: bold;\">What is a Contact Center?</span>\r\nThe term &quot;contact center&quot; (or “contact centre”) reflects the modern reality that there are many other ways to connect with a customer these days besides by telephone. The combined trends of increased customer expectations and newer technologies that allow for many channels of communication are creating a shift in the traditional call center model which has existed for decades. Consumers want more ways to reach businesses, and businesses are looking for new ways to improve customer experience.\r\nWhile call center agents generally focus on inbound and outbound calls, either on traditional phone lines or over VoIP, contact center agents handle a wide variety of communications. In a modern multichannel contact center, technical support might be delivered over in-app chat or video, while order status updates are delivered via SMS, event promotions are sent as push notifications, surveys are deployed over Facebook Messenger, and sales inquiries received by email are sent directly to an agent to connect by phone. Call centers handle voice communications, contact centers handle all communications.\r\nA company’s contact center is usually integrated with their customer relationship management (CRM) system, where all interactions between the organization and the public are tracked, coordinated, and managed. Depending on the infrastructure and ecosystem, it could be comprised of an alphabet soup of complex components. Many companies have purchased off-the-shelf systems or a highly customized network of technologies from multiple vendors. Some companies have adopted a cloud-based solution or two, but they remain siloed from the rest of their systems and can’t talk to each other.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Contact_Center1.png"},{"id":186,"title":"VoIP - Voice over Internet Protocol","alias":"voip-voice-over-internet-protocol","description":"<span style=\"font-weight: bold;\">Voice over Internet Protocol </span>(Voice over IP, VoIP) is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. Other terms commonly associated with VoIP solutions are IP telephony, Internet telephony, broadband telephony, and broadband phone service.\r\nThe term Internet telephony specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN). The steps and principles involved in originating VoIP telephone calls are similar to traditional digital telephony and involve signaling, channel setup, digitization of the analog voice signals, and encoding.\r\nInstead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs as IP packets over a packet-switched network. Such transmission entails careful considerations about resource management different from time-division multiplexing (TDM) networks.\r\n\r\n\r\n\r\n","materialsDescription":"<h1 class=\"align-center\"> What are the benefits of VoIP?</h1>\r\n VoIP technology can facilitate tasks and deliver services that might be cumbersome or costly to implement when using traditional PSTN: \r\n<ul><li>More than one phone call can be transmitted on the same broadband phone line. This way, VoIP system can facilitate the addition of telephone lines to businesses without the need for additional physical lines.</li><li>Features that are usually charged extra by telecommunication companies, such as call forwarding, caller ID or automatic redialing, are simple with voice over internet technology.</li><li>Unified Communications are secured with VoIP technology, as it allows integration with other services available on the internet such as video conversation, messaging, etc. </li></ul>\r\n<h1 class=\"align-center\">VoIP programs </h1>\r\nThere are four main types of VoIP technology. Each option has varying levels of complexity which can impact ease of implementation and maintenance.\r\n <span style=\"font-weight: bold;\">Integrated Access</span>\r\nIntegrated access is the VoIP service that most mimics the traditional phone line. With integrated access VoIP, businesses integrate VoIP software and existing, legacy phone systems. This approach lets the business keep its old number and equipment while also gaining access to advanced telecommunications features. \r\n<span style=\"font-weight: bold;\">SIP Trunks</span>\r\n Session Initial Protocol (SIP) transmits voice and video information across a data network, letting VoIP users take advantage of shared lines and increase their communications flexibility. Because all data is sent over a network, businesses can use SIP trunks to replace traditional analog phone networks or use a VoIP gateway to integrate SIP trunking with legacy phone systems. \r\n<span style=\"font-weight: bold;\">Hosted IP PBX</span>\r\n What most people envision when they think of VoIP, this VoIP solution sees a vendor host and operate the private branch exchange, offering unified communications solutions. The business connects to a hosted cloud-based PBX network via its IP network. Phone system hardware is maintained off-site by the hosted IP PBX vendor, and all responsibility for the hardware, software, maintenance, security and upgrades all falls on the hosted PBX provider. \r\n <span style=\"font-weight: bold;\">Managed IP PBX </span>\r\nSimilar to Hosted IP PBX, this version of the unified communication solution is outsourced to a third party that takes care of all management requirements, but instead of phone hardware being off-site, the equipment is housed on-premise by the business. \r\nUnderstanding these different services of VoIP communication can help a business determine the system that best suits its needs. SIP Trunks, for instance, are more attractive to those who want to install their own technology and manage it themselves, while still connecting to VoIP features.\r\n On the other hand, managed IP PBX is a good option for those who don’t have the resources to buy and operate their own VoIP systems. The Hosted IP PBX solution frees the business to select the VoIP management software that works for them and liberates them from the cost and administrative headache of maintaining both voice and data lines and the related carrier partnerships. ","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/VoIP_-_Voice_over_Internet_Protocol.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":6858,"logoURL":"https://old.roi4cio.com/fileadmin/content/mlm-software-logo_footer.png","logo":true,"scheme":false,"title":"Binary MLM Software","vendorVerified":0,"rating":"0.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"binary-mlm-software","companyTitle":"Neo MLM Software","companyTypes":["vendor"],"companyId":9621,"companyAlias":"neo-mlm-software","description":"<p>https://neomlmsoftware.com/demo/binary</p>","shortDescription":"Are you searching for best binary MLM companies from India? We are here to provide various features binary MLM software for your business plans. Call us for more.\r\n","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":0,"sellingCount":0,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Binary MLM Software","keywords":"","description":"<p>https://neomlmsoftware.com/demo/binary</p>","og:title":"Binary MLM Software","og:description":"<p>https://neomlmsoftware.com/demo/binary</p>","og:image":"https://old.roi4cio.com/fileadmin/content/mlm-software-logo_footer.png"},"eventUrl":"https://neomlmsoftware.com/demo/binary","translationId":6858,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":339,"title":"Marketing","alias":"marketing","description":" Marketing is the study and management of exchange relationships. It is the business process of creating relationships with and satisfying customers. Because marketing is used to attract customers, it is one of the primary components of business management and commerce. Marketers can direct product to other businesses (B2B marketing) or directly to consumers (B2C marketing).\r\nRegardless of who is being marketed to, several factors, including the perspective the marketers will use. These market orientations determine how marketers will approach the planning stage of marketing. This leads into the marketing mix, which outlines the specifics of the product and how it will be sold. This can in turn, be affected by the environment surrounding the product, the results of marketing research and market research, and the characteristics of the product's target market.\r\nOnce these factors are determined, marketers must then decide what methods will be used to market the product. This decision is based on the factors analyzed in the planning stage as well as where the product is in the product life cycle.\r\nMarketing is defined by the American Marketing Association as &quot;the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large&quot;. The term developed from the original meaning which referred literally to going to market with goods for sale. From a sales process engineering perspective, marketing is &quot;a set of processes that are interconnected and interdependent with other functions of a business aimed at achieving customer interest and satisfaction&quot;.\r\nPhilip Kotler defined marketing as &quot;Satisfying needs and wants through an exchange process&quot;, and a decade later defines it as “a social and managerial process by which individuals and groups obtain what they want and need through creating, offering and exchanging products of value with others.”\r\nThe Chartered Institute of Marketing defines marketing as &quot;the management process responsible for identifying, anticipating and satisfying customer requirements profitably&quot;. A similar concept is the value-based marketing which states the role of marketing to contribute to increasing shareholder value. In this context, marketing can be defined as &quot;the management process that seeks to maximise returns to shareholders by developing relationships with valued customers and creating a competitive advantage&quot;.\r\nIn the past, marketing practice tended to be seen as a creative industry, which included advertising, distribution and selling. However, because the academic study of marketing makes extensive use of social sciences, psychology, sociology, mathematics, economics, anthropology and neuroscience, the profession is now widely recognized as a science, allowing numerous universities to offer Master-of-Science (MSc) programs.\r\nThe process of marketing is that of bringing a product to market, which includes these steps: broad market research; market targeting and market segmentation; determining distribution, pricing and promotion strategies; developing a communications strategy; budgeting; and visioning long-term market development goals. Many parts of the marketing process (e.g. product design, art director, brand management, advertising, inbound marketing, copywriting etc.) involve use of the creative arts.","materialsDescription":"<span style=\"font-weight: bold; \">What the differences between B2B and B2C Marketing?</span>\r\nThe different goals of B2B and B2C marketing lead to differences in the B2B and B2C markets. The main differences in these markets are demand, purchasing volume, amount of customers, customer concentration, distribution, buying nature, buying influences, negotiations, reciprocity, leasing and promotional methods.\r\n<span style=\"font-style: italic; \">Demand:</span> B2B demand is derived because businesses buy products based on how much demand there is for the final consumer product. Businesses buy products based on customer's wants and needs. B2C demand is primarily because customers buy products based on their own wants and needs.\r\n<span style=\"font-style: italic; \">Purchasing Volume:</span> Businesses buy products in large volumes to distribute to consumers. Consumers buy products in smaller volumes suitable for personal use.\r\n<span style=\"font-style: italic; \">Amount of Customers:</span> There are relatively fewer businesses to market to than direct consumers.\r\n<span style=\"font-style: italic; \">Customer Concentration:</span> Businesses that specialize in a particular market tend to be geographically concentrated while customers that buy products from these businesses are not concentrated.\r\n<span style=\"font-style: italic; \">Distribution:</span> B2B products pass directly from the producer of the product to the business while B2C products must additionally go through a wholesaler or retailer.\r\n<span style=\"font-style: italic; \">Buying Nature:</span> B2B purchasing is a formal process done by professional buyers and sellers while B2C purchasing is informal.\r\n<span style=\"font-style: italic; \">Buying Influences:</span> B2B purchasing is influenced by multiple people in various departments such as quality control, accounting, and logistics while B2C marketing is only influenced by the person making the purchase and possibly a few others.\r\n<span style=\"font-style: italic; \">Negotiations:</span> In B2B marketing, negotiating for lower prices or added benefits is commonly accepted while in B2C marketing (particularly in Western cultures) prices are fixed.\r\n<span style=\"font-style: italic; \">Reciprocity:</span> Businesses tend to buy from businesses they sell to. For example, a business that sells printer ink is more likely to buy office chairs from a supplier that buys the business's printer ink. In B2C marketing, this does not occur because consumers are not also selling products.\r\n<span style=\"font-style: italic; \">Leasing:</span> Businesses tend to lease expensive items while consumers tend to save up to buy expensive items.\r\n<span style=\"font-style: italic; \">Promotional Methods:</span> In B2B marketing, the most common promotional method is personal selling. B2C marketing mostly uses sales promotion, public relations, advertising, and social media.\r\n<span style=\"font-weight: bold; \">What are marketing orientations?</span>\r\nA marketing orientation has been defined as a &quot;philosophy of business management.&quot; or &quot;a corporate state of mind&quot; or as an &quot;organization[al] culture&quot;. Although scholars continue to debate the precise nature of specific orientations that inform marketing practice, the most commonly cited orientations are as follows:\r\n<span style=\"font-style: italic; \"><span style=\"font-weight: bold; \">Product</span></span>\r\nA firm employing a product orientation is mainly concerned with the quality of its product. A product orientation is based on the assumption that all things being equal, consumers will purchase products of superior quality. The approach is most effective when the firm has deep insights into customer needs and desires as derived from research and/or intuition and understands consumer's quality expectations and price consumers are willing to pay. Although the product orientation has largely been supplanted by the marketing orientation, firms practicing a product orientation can still be found in haute couture and arts marketing.\r\n<span style=\"font-style: italic; \"><span style=\"font-weight: bold; \">Sales</span></span>\r\nA sales orientation focuses on the selling/promotion of the firm's existing products, rather than developing new products to satisfy unmet needs or wants. This orientation seeks to attain the highest possible sales through promotion and direct sales techniques. The sales orientation &quot;is typically practiced with unsought goods.&quot; One study found that industrial companies are more likely to hold a sales orientation than consumer goods companies. The approach may also suit scenarios in which a firm holds dead stock, or otherwise sells a product that is in high demand, with little likelihood of changes in consumer tastes diminishing demand.\r\nA 2011 meta-analyses found that the factors with the greatest impact on sales performance are a salesperson's sales-related knowledge (knowledge of market segments, sales presentation skills, conflict resolution, and products), degree of adaptiveness (changing behavior based on the aforementioned knowledge), role clarity (salesperson's role is to expressly to sell), cognitive aptitude (intelligence) and work engagement (motivation and interest in a sales role).\r\n<span style=\"font-style: italic; \"><span style=\"font-weight: bold; \">Production</span></span>\r\nA firm focusing on a production orientation specializes in producing as much as possible of a given product or service in order to achieve economies of scale or economies of scope. A production orientation may be deployed when a high demand for a product or service exists, coupled with certainty that consumer tastes and preferences remain relatively constant (similar to the sales orientation). The so-called production era is thought to have dominated marketing practice from the 1860s to the 1930s, but other theorists argue that evidence of the production orientation can still be found in some companies or industries. Specifically, Kotler and Armstrong note that the production philosophy is &quot;one of the oldest philosophies that guides sellers... [and] is still useful in some situations.&quot;\r\n<span style=\"font-style: italic; \"><span style=\"font-weight: bold; \">Marketing</span></span>\r\nThe marketing orientation is the most common orientation used in contemporary marketing. It is a customer-centric approach that involves a firm basing its marketing program around products that suit new consumer tastes. Firms adopting a marketing orientation typically engage in extensive market research to gauge consumer desires, use R&amp;D (Research &amp; Development) to develop a product attuned to the revealed information, and then utilize promotion techniques to ensure consumers are aware of the product's existence and the benefits it can deliver. Scales designed to measure a firm's overall market orientation have been developed and found to be robust in a variety of contexts.\r\nThe marketing orientation has three prime facets, which are:\r\n<span style=\"font-style: italic; \">Customer orientation:</span> A firm in the market economy can survive by producing goods that people are willing and able to buy. Consequently, ascertaining consumer demand is vital for a firm's future viability and even existence as a going concern.\r\n<span style=\"font-style: italic; \">Organizational orientation:</span> The marketing department is of prime importance within the functional level of an organization. Information from the marketing department is used to guide the actions of a company's other departments.\r\nAs an example, a marketing department could ascertain (via marketing research) that consumers desired a new type of product or a new usage for an existing product. With this in mind, the marketing department would inform the R&amp;D department to create a prototype of a product/service based on consumers' new desires.\r\nThe production department would then start to manufacture the product, while the marketing department would focus on the promotion, distribution, pricing, etc. of the product. Additionally, a firm's finance department would be consulted, with respect to securing appropriate funding for the development, production, and promotion of the product. Finance may oppose the required capital expenditure since it could undermine a healthy cash flow for the organization.\r\n<span style=\"font-style: italic;\">Mutually beneficial exchange:</span> In a transaction in the market economy, a firm gains revenue, which thus leads to more profits, market shares, and/or sales. A consumer, on the other hand, gains the satisfaction of a need/want, utility, reliability and value for money from the purchase of a product or service.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Societal marketing</span></span>\r\nA number of scholars and practitioners have argued that marketers have a greater social responsibility than simply satisfying customers and providing them with superior value. Marketing organizations that have embraced the societal marketing concept typically identify key stakeholder groups such as employees, customers, and local communities. Companies that adopt a societal marketing perspective typically practice triple bottom line reporting whereby they publish social impact and environmental impact reports alongside financial performance reports. Sustainable marketing or green marketing is an extension of societal marketing.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Marketing.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1303,"logoURL":"https://old.roi4cio.com/fileadmin/user_upload/eGain.png","logo":true,"scheme":false,"title":"eGain CallTrack","vendorVerified":0,"rating":"1.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"egain-calltrack","companyTitle":"eGain","companyTypes":["supplier","vendor"],"companyId":4106,"companyAlias":"egain","description":"\r\neGain CallTrack will enable you to provide consistently effective interactions across social, web, contact center, and mobile channels. The result? Healthy, profitable, and long-lasting relationships with your customers!\r\n\r\n\r\n<span style=\"font-weight: bold;\">Streamline and automate service processes</span>\r\n\r\nService process automation is key to driving operating efficiency in your contact center. eGain CallTrack leverages the power of eGain Customer Engagement Hub™ platform (eGain CEH™) to help streamline and automate processes. Using the visual workflow designer, you can set up pre-routing, handling, and post-routing business rules to drive consistency and efficiency through your contact centers.\r\n\r\n\r\n<span style=\"font-weight: bold;\">Effectively categorize interactions</span>\r\n\r\nCategories and resolution codes are assigned automatically as well as manually. Effective classification helps deliver valuable customer feedback and service trends to your product and marketing team.\r\n\r\n\r\n<span style=\"font-weight: bold;\">Make agents more productive</span>\r\n\r\nAgent costs, typically, account for over 50% of contact center expenses. Increase agent productivity through a unified agent desktop that eliminates the need to switch applications and improves access to information.\r\n\r\n\r\nAgents have access to:\r\n\r\n<ul> <li>Complete customer information, including interactions through other channels</li> <li>The common knowledge base</li> <li>Subject matter experts through collaboration tools</li> <li>Multimedia interaction tools such as chat and web cobrowsing to help customers</li> <li>Auto-summarization and note-taking facilities</li> </ul>\r\n\r\n<span style=\"font-weight: bold;\">Resolve issues quickly</span>\r\n\r\neGain CallTrack offers the industry’s most comprehensive knowledge management tools for resolving cases:\r\n\r\n<ul> <li>Agents, across channels, have one-click access to eGain Knowledge Base.</li> <li>Agents can find information through FAQ lists, browsing, searching, and guided help (supported by eGain’s pioneering reasoning engine).</li> <li>Agents can also contribute to the knowledge base.</li> </ul>\r\n\r\n<span style=\"font-weight: bold;\">Monitor and track every call</span>\r\n\r\nPriorities and SLAs are assigned automatically, and alarms are triggered when SLAs are\r\n\r\nlikely to be missed. In addition, managers and supervisors can:\r\n\r\n<ul> <li>Use real-time monitors to oversee queues or agents.</li> <li>Check the audit trail of interactions to ensure correct handling.</li> <li>Run reports to analyze call volumes, SLAs, agent productivity, knowledge base usage, and query trends.</li> </ul>\r\n\r\n\r\n<span style=\"font-weight: bold;\">Integrate multichannel customer communications</span>\r\n\r\neGain CallTrack is one of the many modular applications in eGain, which helps businesses set up omnichannel customer engagement hubs. Use other eGain products to enable escalations to and from self-service, live chat, email, and social interactions.","shortDescription":"eGain CallTrack is a dynamic case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across emerging interaction channels.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":14,"sellingCount":17,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"eGain CallTrack","keywords":"eGain, interactions, through, CallTrack, your, knowledge, contact, Agents","description":"\r\neGain CallTrack will enable you to provide consistently effective interactions across social, web, contact center, and mobile channels. The result? Healthy, profitable, and long-lasting relationships with your customers!\r\n\r\n\r\n<span style=\"font-weight: bold;\"","og:title":"eGain CallTrack","og:description":"\r\neGain CallTrack will enable you to provide consistently effective interactions across social, web, contact center, and mobile channels. The result? Healthy, profitable, and long-lasting relationships with your customers!\r\n\r\n\r\n<span style=\"font-weight: bold;\"","og:image":"https://old.roi4cio.com/fileadmin/user_upload/eGain.png"},"eventUrl":"","translationId":1304,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A contact center is a central point from where you can contact.\r\nThe contact center typically includes one or more call centers but may include other types of customer contact, as well. A contact center is generally part of an enterprise's overall customer relationship management (CRM) strategy.<br />Contact centers and call centers are both centers for customer service, and the two terms are often used interchangeably, but a contact center supports more services than a typical call center.\r\nContact centers offer omnichannel customer support, including email, chat, voice over IP (VoIP) and website support. A call center typically uses phones as the main channel of communication and can handle a mass volume of calls.<br />Contact centers are used for inbound communication, outbound communication or a hybrid of both. Contact center agents also interact with customers via web chat, phone, email or other communication channels.\r\nThe contact center infrastructure that is necessary to support communications may be located on the same premises as the contact center, or it can be located externally.\r\nIn an on-premises scenario, the company that owns the contact center also owns and manages its own hardware and software. This requires staffing and IT investments that some companies choose to forgo by outsourcing those tasks to cloud providers or hosting companies.","materialsDescription":" <span style=\"font-weight: bold;\">What is a Call Center?</span>\r\nTraditionally, a call center is an office where a large number of call center agents provide customer service over the telephone. Inbound call centers receive calls for customer support and often serve as a knowledge base for tech support, billing questions, and other customer service issues. These call centers focus on quick call resolution times and agent productivity. In outbound call centers, agents make calls rather than receive them. These could be sales calls, marketing offers, surveys, fundraising requests, or debt collection, for example.\r\nThe term “call center” conjures an image for many people of waiting on perpetual hold or being routed through an endless IVR that never gives them what they need. Because so many consumers have had a dreadful customer service experience along these lines, call centers have developed a bad rap. But as legacy phone systems give way to newer digital technologies, call centers are evolving.\r\n<span style=\"font-weight: bold;\">What is a Contact Center?</span>\r\nThe term &quot;contact center&quot; (or “contact centre”) reflects the modern reality that there are many other ways to connect with a customer these days besides by telephone. The combined trends of increased customer expectations and newer technologies that allow for many channels of communication are creating a shift in the traditional call center model which has existed for decades. Consumers want more ways to reach businesses, and businesses are looking for new ways to improve customer experience.\r\nWhile call center agents generally focus on inbound and outbound calls, either on traditional phone lines or over VoIP, contact center agents handle a wide variety of communications. In a modern multichannel contact center, technical support might be delivered over in-app chat or video, while order status updates are delivered via SMS, event promotions are sent as push notifications, surveys are deployed over Facebook Messenger, and sales inquiries received by email are sent directly to an agent to connect by phone. Call centers handle voice communications, contact centers handle all communications.\r\nA company’s contact center is usually integrated with their customer relationship management (CRM) system, where all interactions between the organization and the public are tracked, coordinated, and managed. Depending on the infrastructure and ecosystem, it could be comprised of an alphabet soup of complex components. Many companies have purchased off-the-shelf systems or a highly customized network of technologies from multiple vendors. Some companies have adopted a cloud-based solution or two, but they remain siloed from the rest of their systems and can’t talk to each other.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Contact_Center1.png"},{"id":337,"title":"Sales","alias":"sales","description":" Sales are activities related to selling or the number of goods or services sold in a given targeted time period.\r\nThe seller, or the provider of the goods or services, completes a sale in response to an acquisition, appropriation, requisition, or a direct interaction with the buyer at the point of sale. There is a passing of title (property or ownership) of the item, and the settlement of a price, in which agreement is reached on a price for which transfer of ownership of the item will occur. The seller, not the purchaser, typically executes the sale and it may be completed prior to the obligation of payment. In the case of indirect interaction, a person who sells goods or service on behalf of the owner is known as a salesman or saleswoman or salesperson, but this often refers to someone selling goods in a store/shop, in which case other terms are also common, including salesclerk, shop assistant, and retail clerk.\r\nIn common law countries, sales are governed generally by the common law and commercial codes. In the United States, the laws governing sales of goods are somewhat uniform to the extent that most jurisdictions have adopted Article 2 of the Uniform Commercial Code, albeit with some non-uniform variations.\r\nA person or organization expressing an interest in acquiring the offered item of value is referred to as a potential buyer, prospective customer, or prospect. Buying and selling are understood to be two sides of the same &quot;coin&quot; or transaction. Both seller and buyer engage in a process of negotiation to consummate the exchange of values. The exchange, or selling, process has implied rules and identifiable stages. It is implied that the selling process will proceed fairly and ethically so that the parties end up nearly equally rewarded. The stages of selling, and buying, involve getting acquainted, assessing each party's need for the other's item of value, and determining if the values to be exchanged are equivalent or nearly so, or, in buyer's terms, &quot;worth the price&quot;. Sometimes, sellers have to use their own experiences when selling products with appropriate discounts.\r\nAlthough the skills required are different, from a management viewpoint, sales is a part of marketing. Sales often form a separate grouping in a corporate structure, employing separate specialist operatives known as salespersons (singular: salesperson). Selling is considered by many to be a sort of persuading &quot;art&quot;. Contrary to popular belief, the methodological approach of selling refers to a systematic process of repetitive and measurable milestones, by which a salesman relates his or her offering of a product or service in return enabling the buyer to achieve their goal in an economic way.","materialsDescription":" <span style=\"font-weight: bold;\">What's the Difference Between Sales and Marketing?</span>\r\nSales and Marketing: two terms we often hear together when working with mid-size companies. In some ways, this is logical because the two need to work together. But in fact, Sales and Marketing are two very different functions and require very different skills.\r\nBusiness leaders know what Operations are; they make stuff. They know what Accounting is; they record and control the money. And they know what Sales do; they sell stuff. So if you are not making stuff, selling stuff, or recording the money—what is marketing and why do you need it?\r\nWhat's the difference between Sales and Marketing? To answer this question, let's define what Sales and Marketing are separately and how they support one another.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">What is Marketing? Aligning with Customers, Now and for the Future</span></span>\r\nA key job of Marketing is to understand the marketplace from the perspective of the customer looking back towards the company and helping lead the company where it should be in the future. Marketing’s job is to direct the organization toward the segments, or groups of customers and channels where the company can profitably compete. It should help the organization see how it needs to modify its product offerings, pricing, and communication so that it meets the needs of the distribution channel or end customers.\r\nMarketing also needs to convert the market understanding into tools and tactics to attract the market, build (often digital) relationships, and develop leads. Without Sales, Marketing efforts run short. Marketing directs Sales as to where they should be hunting and what ammo to use. Note, however, that if Marketing becomes a sales support function focused only on the now, the future can become lost.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Without Marketing, Sales Suffers</span></span>\r\nNot even the best hunter can bring home dinner if they are shooting blanks at decoys. Markets are constantly changing. The job of marketing is to stay ahead of the changes and help the hunters see where they should be hunting and provide them with the right ammunition. If Marketing is only focused on delivering the ammunition for today, nobody will see where the industry is moving or where the company needs to hunt next. This limits growth not only for Sales and Marketing but also for your entire organization.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Can You be Both Sales and Marketing?</span></span>\r\nIn all my years, working for companies that ranged from Fortune 100 to mid-size companies I have never met anyone who was really good at both sales and marketing. I have held the title of VP of Sales and Marketing, managing a 500 person sales and merchandising force. I was really a marketing person with sales authority. The skills required to focus on the now and the push of sales are different. In many ways, they are contrary to the skills of looking to the future and the customer perspective of marketing.\r\nEvery Sales organization feels they have a good understanding of their customers. But every Sales conversation with a customer has a sales transaction lurking in the background. Therefore, customers can never be completely open about their needs and want when talking to a sales person.\r\nFor a company to really grow, someone must have the job of looking out the window towards where the company needs to go in the future. For many companies, this is the job of the CEO and Sales hires someone to do some sales support and gives them a marketing title. But as companies grow, the job of CEO starts to become a full-time job in itself and the strategic role of Marketing gets short-changed. A study of mid-size companies by the University of Texas showed that companies that separated the roles of Marketing and Sales were much more likely to grow faster than the industry average.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Sales and Marketing: Today and the Future</span></span>\r\nSales need to be focused on the now. You can’t run a company unless your sales team is focused on bringing in today’s business. But you can’t really ask your Sales leaders where the company should go next and to develop the 18-month plan to get there without losing focus on today’s revenue. Besides, if your sales executive was really good at developing future-focused business strategies and tying that strategy to the plans and tools of marketing to make it happen, they would be a marketing person and not a now-focused sales person.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Sales.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":" Customer service is the process of ensuring customer satisfaction with a product or service. Often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item. Customer service can take the form of in-person interaction, a phone call, self-service systems, or by other means.\r\nCustomer service is an important part of maintaining ongoing client relationships, which is key to continuing revenue. For this reason, many companies have worked hard to increase their customer satisfaction levels.\r\nMost successful businesses recognize the importance of providing outstanding customer service. Courteous and empathetic interaction with a trained customer service representative can mean the difference between losing or retaining a customer.\r\nWhen problems arise, customers should receive timely attention to the issue. Prompt attention to emails and phone calls is critical to maintaining good relations. Requiring customers to stand in long lines or sit on hold can sour an interaction before it begins.\r\nIdeally, customer service should be a one-stop endeavor for the consumer. For example, if a customer calls a helpline regarding a problem with a product, the customer service representative should follow through with the customer until the issue is fully resolved.\r\nThis may entail scheduling appointments with in-person repair personnel if the problem cannot be resolved on the phone, or transferring a call to skilled technicians in another department. Proactively following up with the customer to ensure that he or she is fully satisfied is another smart move.","materialsDescription":" What are customer service standards?\r\nCustomer service standards are an internal corporate set of rules governing the company's customer service activities, an algorithm for communicating with customers, and general standards for responding to unusual situations. The standard of customer service is an integral part of the corporate standard of the company.\r\nFunctions of customer service standards:\r\n<ol><li>To order. The client does not encounter problems, does not see them, which means that he is confident that all the staff without exception are professionals who know their business.</li><li>To control. It is difficult to assess and monitor the work of each manager if there are no clear criteria for evaluation. At the same time, the implementation of the sales plan cannot be the only parameter of the assessment; you need to know whether the manager of customer service standards adopted in this company adheres.</li><li>To adapt. Among other things, the availability of customer service standards simplifies the procedure.</li></ol>\r\nCustomer service standards are effective if the customer does not see the difference between the work of two (or more) managers, and sees only “proprietary” service, always the same, regardless of any external factors or circumstances. The customer service standard, which has been tested in practice, backed up by experience (perhaps even someone else's), created on the basis of analytical studies and recognized methods, can be called &quot;gold&quot;. It allows you to increase profits, improve the image of the company, attract new customers.\r\nCustomer service standards are an important part of the company's brand. But, in addition, the standards are necessary and other units, in particular, the department to work with staff. Therefore, their development must take into account the needs of all interested services of the company.\r\n<span style=\"font-weight: bold; \">What is the purpose of introducing customer service standards in the company?</span>\r\nThe objectives of implementing the standards are as follows:\r\n<ul><li>For employees with experience: minimize the number of erroneous and unnecessary actions. The result of this will be saving time of each employee (no errors - no need to spend time correcting them). And, as a result, increased productivity.</li><li>For novice employees: customer service standards allow you to transfer the necessary knowledge in the most concise manner and in a short time.</li><li>For the company: the abolition of dependence on the old-timers. Not all employees who have worked in the company for many years (or even since the day of foundation) are able to resist the so-called star disease. Having knowledge and experience, a person loses the ability to objectively evaluate his work, he begins to think that he is the best manager in the company. It can end very badly - in the event of dismissal, such an employee will take the base, and turn clients against the company. Standards for customer service are needed to ensure that all employees can be assessed on a single scale, based on the actual benefits they bring to the company, as well as the attitude of the employee to the company.</li><li>For the company: the uniformity of control activities of managers. Standards are unequivocal, exclude double interpretations, and therefore cannot cause controversy about the rightness of an employee or employer.</li><li>For managers: the standards of uniform customer service are the same for all managers, and this makes it possible to make the pay of each manager absolutely transparent and intelligible. Realizing that there will be no double interpretations, the manager may not be afraid that he will be paid less than expected - all his mistakes and achievements are immediately visible and understandable.</li></ul>\r\n<span style=\"font-weight: bold; \">The application of service standards allows you:</span>\r\n<ul><li>to develop a company style in dealing with clients;</li><li>to increase the effectiveness of the work of managers with new customers;</li><li>to bring the quality of communication with customers to a higher level;</li><li>to create a positive opinion of the company about the company, so that it can be recommended to its acquaintances, thus increasing the number of potential and then real customers;</li><li>to minimize conflicts between the manager and the customer;</li><li>to develop a technology for training newcomers;</li><li>to transfer the assessment of the work of the manager from the subjective to the objective, transparent and understandable to everyone;</li><li>to establish a procedure for controlling the work of personnel;</li><li>to increase the motivation of managers to work.</li></ul>\r\n<span style=\"font-weight: bold;\">Benefits of applying service standards</span>\r\n<ul><li>The accumulation of experience: the entire base focuses on the company, and not on the hands of managers, &quot;old-timers.&quot; Thus, the departure of one or several “old” employees does not become a “natural disaster” for the company.</li><li>Motivation, analysis and control: customer service standards make it possible to develop a transparent scheme of managers' motivation based on a clear, almost mathematical analysis of their work. The sales process is optimized.</li><li>Setting goals. With the help of standards, the company has the ability to set clear, reasonable plans. This allows you to keep the atmosphere in the team friendly and stable, and the lack of &quot;muffled&quot; tasks - to increase the loyalty of managers to the company.</li><li>Standards of customer service is a fairly mobile system that allows you to immediately detect errors in working with clients and quickly eliminate them. In addition, at any stage of working with a client, the head of the sales department can intervene in the process, noticing an error in the work of the manager, and even be proactive in order to prevent an error to which the manager is heading.</li><li>Quick and easy start for beginners. Customer service standards are actually a knowledge base, collected, analyzed, and streamlined. Such information is easily transmitted and assimilated by beginners, which means that the beginner quickly gets to work and starts to make a profit. In addition, a newbie will not spoil relations with a client by awkward actions, since he already knows what to do in any conflict and problem situations.</li><li>Customer confidence. Customer service standards allow the latter to feel confident in the company - no matter where the customer is, he will always easily recognize “his” company by brand features and can be absolutely sure that in a small town they will be served as qualitatively as in a million-plus city, because that the company is well aware of their work. So, such a company can be trusted.</li></ul>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Customer_Service.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1070,"logoURL":"https://old.roi4cio.com/fileadmin/content/diamant_logo.png","logo":true,"scheme":false,"title":"DiaManT®","vendorVerified":0,"rating":"1.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"diamantr","companyTitle":"Omilia","companyTypes":["supplier","vendor"],"companyId":3998,"companyAlias":"omilia-conversational-intelligence","description":"<p>Платформа обеспечивает инфраструктуру и основные возможности, позволяющие использовать многоканальный разговорный процесс, выступая в качестве единой точки интеграции с корпоративными системами для ведения разговорных диалогов по всем каналам. DiaManT&reg; позволяет выполнять истинные сквозные разговоры на естественном языке. По сравнению с другими поставщиками, которые обеспечивают только управление вызовами с помощью жестко структурированного ПРЯМОГО ДИАЛОГА, клиенты DiaManT&reg; могут свободно разговаривать и нет заранее определенного потока или структуры, за которыми они должны следовать. 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Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"},{"id":82,"title":"Unified Communications","alias":"unified-communications","description":"Unified communications (UC) is a framework for integrating various asynchronous and real-time communication tools. The goal of UC is to enhance business communication, collaboration and productivity. Unified communications do not represent a singular technology; rather, it describes a strategy for integrating interconnected systems of enterprise communication devices and applications that can be used in concert or successively.\r\nSome business communication tools - like Internet Protocol (IP) telephony and video conferencing - facilitate real-time communication, also called synchronous communication. Other enterprise communication tools, like email, facilitate asynchronous communication, which takes place at a person's convenience.\r\nIncreasingly, team collaboration tools have emerged to offer messaging-centric workflows and near-real-time communication. These tools also offer voice and video capabilities, API integrations and, ultimately, expound on instant messaging services by providing better UC features.\r\nThe goal of unified communications is to integrate the software that supports synchronous and asynchronous communication, so the end user has easy access to all tools from whatever device is in use.\r\nA unified communications environment is typically supported by one or more back-end systems, often referred to as UC platforms, that facilitate integration among services, as well as the front-end clients that provide access. For example, a web conferencing system would make use of an audio conferencing system - which, in turn, would be built on an underlying IP telephony platform - and a unified messaging client would allow click-to-talk (CTC), click-to-chat or click-to-video functionality.\r\nUC also supports users moving from one mode of communication to another within the same session. For example, a user may start communicating via email but then decide to escalate the interaction to real-time communication, transitioning the session to a voice call with one click and then to a video conference with another click without any disruption.\r\nUnified communications systems and their components can be deployed on premises, in a public or private cloud, or a combination of all three. Cloud-based unified communications is also called UC as a service (UCaaS). An open source project called WebRTC, for example, enables real-time communications to be embedded into web browsers.\r\nHistorically, single-vendor UC environments have demonstrated the tightest integration and compatibility. Interoperability among vendors remains an ongoing challenge in UC, but it has also been mitigated, in part, by partnerships, common protocols and open APIs.","materialsDescription":" <span style=\"font-weight: bold;\">What technology do unified communications have?</span>\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Contrasting unified messaging</span></span>\r\nUnified communications are sometimes confused with unified messaging, but it is distinct. Unified communications refer to both real-time and non-real-time delivery of communications based on the preferred method and location of the recipient; unified messaging culls messages from several sources (such as e-mail, voice mail and faxes), but holds those messages only for retrieval at a later time. Unified communications allow for an individual to check and retrieve an e-mail or voice mail from any communication device at any time. It expands beyond voice mail services to data communications and video services.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Components</span></span>\r\nWith unified communications, multiple modes of business communications are integrated. Unified communications is not a single product but a collection of elements that include:\r\n<ul><li>Call control and multimodal communications</li><li>Presence</li><li>Instant messaging</li><li>Unified messaging</li><li>Speech access and personal assistant</li><li>Conferencing (audio, Web and video)</li><li>Collaboration tools</li><li>Mobility</li><li>Business process integration (BPI)</li><li>Software to enable business process integration</li></ul>\r\nPresence — knowing where intended recipients are, and if they are available, in real-time — is a key component of unified communications. Unified communications integrate all systems a user might already use, and helps those systems work together in real-time. For example, unified communications technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call or even a video call.\r\nIn another example, an employee receives a call from a customer who wants answers. Unified communications enable that employee to call an expert colleague from a real-time list. This way, the employee can answer the customer faster by eliminating rounds of back-and-forth e-mails and phone-tag.\r\nThe examples in the previous paragraph primarily describe &quot;personal productivity&quot; enhancements that tend to benefit the individual user. While such benefits can be important, enterprises are finding that they can achieve even greater impact by using unified communications capabilities to transform business processes. This is achieved by integrating UC functionality directly into the business applications using development tools provided by many of the suppliers. Instead of the individual user invoking the UC functionality to, say, find an appropriate resource, the workflow or process application automatically identifies the resource at the point in the business activity where one is needed.\r\nWhen used in this manner, the concept of presence often changes. Most people associate presence with instant messaging (IM &quot;buddy lists&quot;) the status of individuals is identified. But, in many business process applications, what is important is finding someone with a certain skill. In these environments, presence identifies available skills or capabilities.\r\nThis &quot;business process&quot; approach to integrating UC functionality can result in bottom-line benefits that are an order of magnitude greater than those achievable by personal productivity methods alone.\r\n<span style=\"font-weight: bold;\">Related concepts</span>\r\nUnified communications &amp; collaboration (UCC) is the integration of various communications methods with collaboration tools such as virtual white boards, real-time audio and video conferencing, and enhanced call control capabilities. Before this fusion of communications and collaboration tools into a single platform, enterprise collaboration service vendors and enterprise communications service vendors offered distinctly different solutions. Now, collaboration service vendors also offer communications services, and communications service providers have developed collaboration tools.\r\nUnified communications &amp; collaboration as a service (UCCaaS) is cloud-based UCC platforms. Compared to premises-based UCC solutions, UCCaaS platforms offer enhanced flexibility and scalability due to the SaaS subscription model.\r\nUnified communications provisioning is the act of entering and configuring the settings for users of phone systems, instant messaging, telepresence, and other collaboration channels. Provisioners refer to this process as making moves, adds, changes, and deletes or MAC-Ds.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Unified_Communications.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A contact center is a central point from where you can contact.\r\nThe contact center typically includes one or more call centers but may include other types of customer contact, as well. A contact center is generally part of an enterprise's overall customer relationship management (CRM) strategy.<br />Contact centers and call centers are both centers for customer service, and the two terms are often used interchangeably, but a contact center supports more services than a typical call center.\r\nContact centers offer omnichannel customer support, including email, chat, voice over IP (VoIP) and website support. A call center typically uses phones as the main channel of communication and can handle a mass volume of calls.<br />Contact centers are used for inbound communication, outbound communication or a hybrid of both. Contact center agents also interact with customers via web chat, phone, email or other communication channels.\r\nThe contact center infrastructure that is necessary to support communications may be located on the same premises as the contact center, or it can be located externally.\r\nIn an on-premises scenario, the company that owns the contact center also owns and manages its own hardware and software. This requires staffing and IT investments that some companies choose to forgo by outsourcing those tasks to cloud providers or hosting companies.","materialsDescription":" <span style=\"font-weight: bold;\">What is a Call Center?</span>\r\nTraditionally, a call center is an office where a large number of call center agents provide customer service over the telephone. Inbound call centers receive calls for customer support and often serve as a knowledge base for tech support, billing questions, and other customer service issues. These call centers focus on quick call resolution times and agent productivity. In outbound call centers, agents make calls rather than receive them. These could be sales calls, marketing offers, surveys, fundraising requests, or debt collection, for example.\r\nThe term “call center” conjures an image for many people of waiting on perpetual hold or being routed through an endless IVR that never gives them what they need. Because so many consumers have had a dreadful customer service experience along these lines, call centers have developed a bad rap. But as legacy phone systems give way to newer digital technologies, call centers are evolving.\r\n<span style=\"font-weight: bold;\">What is a Contact Center?</span>\r\nThe term &quot;contact center&quot; (or “contact centre”) reflects the modern reality that there are many other ways to connect with a customer these days besides by telephone. The combined trends of increased customer expectations and newer technologies that allow for many channels of communication are creating a shift in the traditional call center model which has existed for decades. Consumers want more ways to reach businesses, and businesses are looking for new ways to improve customer experience.\r\nWhile call center agents generally focus on inbound and outbound calls, either on traditional phone lines or over VoIP, contact center agents handle a wide variety of communications. In a modern multichannel contact center, technical support might be delivered over in-app chat or video, while order status updates are delivered via SMS, event promotions are sent as push notifications, surveys are deployed over Facebook Messenger, and sales inquiries received by email are sent directly to an agent to connect by phone. Call centers handle voice communications, contact centers handle all communications.\r\nA company’s contact center is usually integrated with their customer relationship management (CRM) system, where all interactions between the organization and the public are tracked, coordinated, and managed. Depending on the infrastructure and ecosystem, it could be comprised of an alphabet soup of complex components. Many companies have purchased off-the-shelf systems or a highly customized network of technologies from multiple vendors. Some companies have adopted a cloud-based solution or two, but they remain siloed from the rest of their systems and can’t talk to each other.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Contact_Center1.png"},{"id":186,"title":"VoIP - Voice over Internet Protocol","alias":"voip-voice-over-internet-protocol","description":"<span style=\"font-weight: bold;\">Voice over Internet Protocol </span>(Voice over IP, VoIP) is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. Other terms commonly associated with VoIP solutions are IP telephony, Internet telephony, broadband telephony, and broadband phone service.\r\nThe term Internet telephony specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN). The steps and principles involved in originating VoIP telephone calls are similar to traditional digital telephony and involve signaling, channel setup, digitization of the analog voice signals, and encoding.\r\nInstead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs as IP packets over a packet-switched network. Such transmission entails careful considerations about resource management different from time-division multiplexing (TDM) networks.\r\n\r\n\r\n\r\n","materialsDescription":"<h1 class=\"align-center\"> What are the benefits of VoIP?</h1>\r\n VoIP technology can facilitate tasks and deliver services that might be cumbersome or costly to implement when using traditional PSTN: \r\n<ul><li>More than one phone call can be transmitted on the same broadband phone line. This way, VoIP system can facilitate the addition of telephone lines to businesses without the need for additional physical lines.</li><li>Features that are usually charged extra by telecommunication companies, such as call forwarding, caller ID or automatic redialing, are simple with voice over internet technology.</li><li>Unified Communications are secured with VoIP technology, as it allows integration with other services available on the internet such as video conversation, messaging, etc. </li></ul>\r\n<h1 class=\"align-center\">VoIP programs </h1>\r\nThere are four main types of VoIP technology. Each option has varying levels of complexity which can impact ease of implementation and maintenance.\r\n <span style=\"font-weight: bold;\">Integrated Access</span>\r\nIntegrated access is the VoIP service that most mimics the traditional phone line. With integrated access VoIP, businesses integrate VoIP software and existing, legacy phone systems. This approach lets the business keep its old number and equipment while also gaining access to advanced telecommunications features. \r\n<span style=\"font-weight: bold;\">SIP Trunks</span>\r\n Session Initial Protocol (SIP) transmits voice and video information across a data network, letting VoIP users take advantage of shared lines and increase their communications flexibility. Because all data is sent over a network, businesses can use SIP trunks to replace traditional analog phone networks or use a VoIP gateway to integrate SIP trunking with legacy phone systems. \r\n<span style=\"font-weight: bold;\">Hosted IP PBX</span>\r\n What most people envision when they think of VoIP, this VoIP solution sees a vendor host and operate the private branch exchange, offering unified communications solutions. The business connects to a hosted cloud-based PBX network via its IP network. Phone system hardware is maintained off-site by the hosted IP PBX vendor, and all responsibility for the hardware, software, maintenance, security and upgrades all falls on the hosted PBX provider. \r\n <span style=\"font-weight: bold;\">Managed IP PBX </span>\r\nSimilar to Hosted IP PBX, this version of the unified communication solution is outsourced to a third party that takes care of all management requirements, but instead of phone hardware being off-site, the equipment is housed on-premise by the business. \r\nUnderstanding these different services of VoIP communication can help a business determine the system that best suits its needs. SIP Trunks, for instance, are more attractive to those who want to install their own technology and manage it themselves, while still connecting to VoIP features.\r\n On the other hand, managed IP PBX is a good option for those who don’t have the resources to buy and operate their own VoIP systems. The Hosted IP PBX solution frees the business to select the VoIP management software that works for them and liberates them from the cost and administrative headache of maintaining both voice and data lines and the related carrier partnerships. ","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/VoIP_-_Voice_over_Internet_Protocol.png"},{"id":213,"title":"​Integration Middleware","alias":"integration-middleware","description":" Integration middleware is the alternate term used for middleware as the purpose of middleware is mainly integration. Integration middleware represents software systems that offer runtime services for communications, integration application execution, monitoring, and operations.\r\nThe key function of middleware is to help make application development simpler. This is done by offering common programming abstractions, covering up heterogeneity, delivering fundamental operating systems and hardware, and masking low-level programming details.\r\nMiddleware is a software that links two separate applications or is commonly used to illustrate different products that function as a glue between two separate applications. For instance, there are various middleware products that establish a connection between a Web server and a database system. This lets users request data from the database by means of forms shown on a Web browser. In return, the Web server returns dynamic Web pages according to the user's requests and profile.","materialsDescription":" <span style=\"font-weight: bold;\">On what classification is based integration middleware?</span>\r\nConventionally, integration middleware is classified based on domains, which are defined by the types of resources that are incorporated:\r\n<ul><li><span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Cloud Integration:</span></span> Integrates with and also between the cloud services, cloud-based applications (SaaS), private clouds, trade hubs, and other typical cloud resources through Web services and standard B2B communication strategies (FTP, AS2, etc.)</li><li><span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">B2B Integration:</span></span> Integrates customer, provider and various alternative partner interfaces with various data resources and company-managed applications</li><li><span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Application Integration (A2A):</span></span> Integrates various company-managed applications together, including cloud-based and remote systems</li><li><span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Data Integration:</span></span> Integrates business data resources, such as databases and files, over the business and operational intelligence systems</li></ul>\r\n<span style=\"font-weight: bold;\">What categories include integration middleware?</span>\r\nMiddleware is often described as plumbing because it links both sides of an application and also transfers data between them. Some standard middleware categories include:\r\n<ul><li>Enterprise service buses (ESBs);</li><li>Transaction processing (TP) monitors;</li><li>The distributed computing environment (DCE);</li><li>Remote procedure call (RPC) systems;</li><li>Object request brokers (ORBs);</li><li>Message passing;</li><li>Database access systems.</li></ul>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Integration_Middleware1.png"},{"id":492,"title":"Enterprise Service Bus Middleware","alias":"enterprise-service-bus-middleware","description":" An enterprise service bus (ESB) implements a communication system between mutually interacting software applications in a service-oriented architecture (SOA). It represents a software architecture for distributed computing, and is a special variant of the more general client-server model, wherein any application may behave as server or client. ESB promotes agility and flexibility with regard to high-level protocol communication between applications. Its primary use is in enterprise application integration (EAI) of heterogeneous and complex service landscapes.\r\nThe concept of the enterprise service bus is analogous to the bus concept found in computer hardware architecture combined with the modular and concurrent design of high-performance computer operating systems. The motivation for the development of the architecture was to find a standard, structured, and general purpose concept for describing implementation of loosely coupled software components (called services) that are expected to be independently deployed, running, heterogeneous, and disparate within a network. ESB is also a common implementation pattern for service-oriented architecture, including the intrinsically adopted network design of the World Wide Web.\r\nNo global standards exist for enterprise service bus concepts or implementations. Most providers of message-oriented middleware have adopted the enterprise service bus concept as de facto standard for a service-oriented architecture. The implementations of ESB use event-driven and standards-based message-oriented middleware in combination with message queues as technology frameworks. However, some software manufacturers relabel existing middleware and communication solutions as ESB without adopting the crucial aspect of a bus concept.\r\nThe ESB is implemented in software that operates between the business applications, and enables communication among them. Ideally, the ESB should be able to replace all direct contact with the applications on the bus, so that all communication takes place via the ESB. To achieve this objective, the ESB must encapsulate the functionality offered by its component applications in a meaningful way. This typically occurs through the use of an enterprise message model. The message model defines a standard set of messages that the ESB transmits and receives. When the ESB receives a message, it routes the message to the appropriate application. Often, because that application evolved without the same message model, the ESB has to transform the message into a format that the application can interpret. A software adapter fulfills the task of effecting these transformations, analogously to a physical adapter.\r\nESBs rely on accurately constructing the enterprise message model and properly designing the functionality offered by applications. If the message model does not completely encapsulate the application functionality, then other applications that desire that functionality may have to bypass the bus, and invoke the mismatched applications directly. Doing so violates the principles of the ESB model, and negates many of the advantages of using this architecture.\r\nThe beauty of the ESB lies in its platform-agnostic nature and the ability to integrate with anything at any condition. It is important that Application Lifecycle Management vendors truly apply all the ESB capabilities in their integration products while adopting SOA. Therefore, the challenges and opportunities for EAI vendors are to provide an integration solution that is low-cost, easily configurable, intuitive, user-friendly, and open to any tools customers choose.","materialsDescription":" <span style=\"font-weight: bold;\">What is an Enterprise Service Bus (ESB)?</span>\r\nAn Enterprise Service Bus (ESB) is a type of software platform known as middleware, which works behind the scenes to aid application-to-application communication. Think of an ESB as a “bus” that picks up information from one system and delivers it to another.\r\nThe term ESB first appeared in 2002, but the technology continues to evolve, driven by the need for ever-emerging internet applications to communicate and interact with one another.\r\n<span style=\"font-weight: bold;\">Why would I want an ESB?</span>\r\nImagine that there are two systems in an organization that needs to exchange data. The technical teams that represent each system plan and implement a solution that allows these systems to communicate. A year or two later, the organization deploys several more systems that need to interact with each other as well as the existing two systems. How can all teams develop and reach an agreement on the best solution?\r\nIt becomes very complicated to manage and maintain one solution as an organization’s IT systems expand. With just 10 systems, there could be 100 different interfaces and scores of disparate technical requirements.\r\nAn ESB provides a secure, scalable and cost-effective infrastructure that enables real-time data exchange among many systems. Data from one system, known as a service provider, can be put on the enterprise service bus as a message, which is sent immediately to a service consumer of the data. If a new system wants to consume this same data, all it has to do is plug into the bus in the same manner.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Enterprise_Service_Bus_Middleware.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1328,"logoURL":"https://old.roi4cio.com/fileadmin/user_upload/Lithium_Social_Media_Management.jpg","logo":true,"scheme":false,"title":"Lithium Social Media Management","vendorVerified":0,"rating":"1.00","implementationsCount":1,"suppliersCount":0,"supplierPartnersCount":0,"alias":"lithium-social-media-management","companyTitle":"Lithium Technologies","companyTypes":["supplier","vendor"],"companyId":4128,"companyAlias":"lithium-technologies","description":"\r\n<span style=\"font-weight: bold;\">Social publishing made easier</span> <span style=\"text-decoration-line: underline;\">Publish content that resonates</span> Stop the guesswork. Publish the right content at the right time with the auto-scheduler, which is powered by Klout data to improve engagement. <span style=\"text-decoration-line: underline;\">Improve team collaboration and workflow</span> Plan integrated campaigns with a Global Omni-channel Calendar of ads, events, campaigns, social posts, emails, and more. Plus, align all teams with campaign briefs and task management. <span style=\"text-decoration-line: underline;\">Drive campaigns forward effectively</span> Track campaign progress with a visual timeline, organized by milestones. Stay on top of all planned content and its status with a Production Dashboard, so deadlines aren't missed. <span style=\"font-weight: bold;\">Social Response</span> <span style=\"text-decoration-line: underline;\">Private, in-the-moment customer care</span> Provide private and trusted customer care in real-time, regardless of channel. We've designed capabilities to help brands carry meaningful conversations with their customers in one continuous thread, so agents can easily pick up where a conversation left off. <span style=\"text-decoration-line: underline;\">Powerful insights in real-time</span> Offer your customers the best experience possible by instantly capturing their post-resolution feedback. Our integration with Twitter allows brands to analyze Net Promoter Score (NPS®) and Customer Satisfaction (CSAT) data to bring a new dimension of customer data and social ROI to brands. <span style=\"text-decoration-line: underline;\">Highly customizable analytics and customer insights, available on-the-go</span> Our mobile applications allow teams to stay in the know and act fast by easily accessing live trends and insights.","shortDescription":"​Lithium Social Media Management combines powerful publishing and response feature sets for marketing and customer service. ","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":20,"sellingCount":17,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Lithium Social Media Management","keywords":"with, customer, insights, campaigns, brands, data, content, Social","description":"\r\n<span style=\"font-weight: bold;\">Social publishing made easier</span> <span style=\"text-decoration-line: underline;\">Publish content that resonates</span> Stop the guesswork. Publish the right content at the right time with the auto-scheduler, which is power","og:title":"Lithium Social Media Management","og:description":"\r\n<span style=\"font-weight: bold;\">Social publishing made easier</span> <span style=\"text-decoration-line: underline;\">Publish content that resonates</span> Stop the guesswork. Publish the right content at the right time with the auto-scheduler, which is power","og:image":"https://old.roi4cio.com/fileadmin/user_upload/Lithium_Social_Media_Management.jpg"},"eventUrl":"","translationId":1329,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1590,"logoURL":"https://old.roi4cio.com/fileadmin/user_upload/RBC_Group.png","logo":true,"scheme":false,"title":"RBC: Анализ вторичных продаж и запасов","vendorVerified":0,"rating":"1.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"rbc-analiz-vtorichnykh-prodazh-i-zapasov","companyTitle":"RBC Group","companyTypes":["supplier","vendor"],"companyId":1632,"companyAlias":"rbc-group","description":"<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \">Аналитическое решение «Анализ вторичных продаж и запасов», разработанное&nbsp;</span><span style=\"background-color: rgb(255, 255, 255); \">RBC Group совместно с компанией Pradata </span><span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \">&nbsp;на базе систем QlikView и&nbsp; SPOT2D. SPOT2D предназначен для оперативного обмена данными между производителями и дистрибьюторами и позволяет отслеживать движение товара до каждой торговой точки по каждому продукту в режиме он-лайн. Данным решением компании Pradata пользуется более 70 крупнейших производителей в Украине, России, Казахстане и Белоруссии и более 3.500 дистрибьюторов.</span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \"><br /></span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \">QlikView- мировой лидер среди систем бизнес-анализа (BI), обладающий целым рядом уникальных свойств и возможностей. В настоящий момент системой пользуется более 33.000 клиентов в 100+ странах мира, включая крупнейшие международные организации.</span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \">Продвижением и поддержкой QlikView на территории СНГ занимается элитный партнер компании Qlik– международная консалтинговая компания RBC Group.</span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \"><br /></span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \">Совместное решение позволит клиентам компании Pradata проводить анализ накопленных SPOT2D данных в системе QlikView с использованием ассоциативного поиска и удобной визуализации при высокой скорости отклика. Такое расширение текущего аналитического функционала значительно усилит управленческие возможности топ-менеджмента и ресурсы аналитических отделов.</span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \"><br /></span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; font-weight: bold;\">Приложение «Анализ вторичных продаж и запасов» обеспечивает быстрый и удобный анализ данных за любой выбранный период в разрезе:&nbsp;</span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \"><br /></span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \">•&nbsp; &nbsp; &nbsp; &nbsp;продаваемых товаров по всем характеристикам (торговые марки, категории, группы, виды упаковок);</span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \"><br /></span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \">•&nbsp; &nbsp; &nbsp; &nbsp;стран, регионов, областей, населенных пунктов, типов и категорий торговых точек, сетей, торговых агентов.</span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \"><br /></span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; font-weight: bold;\">и позволяет анализировать:</span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \"><br /></span>\r\n<ul><li>ключевые показатели (KPI) — объем продаж, количество SKUи обслуживаемых клиентов, дистрибуцию, запасы;</li><li>выполнение планов продаж и прогнозировать их выполнение;</li><li>продажи с помощью долевого, динамического, сравнительного, геоинформационного, транзакционного видов анализа;</li><li>запасы — оборачиваемость, состояние и уровень запасов.</li></ul>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \">Приложение также позволяет выполнять ABC-XYZ, FMR, RFM, детальный LFL-анализ, выполнять произвольные сравнения и конструировать отчеты.</span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \"><br /></span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \">Аналитическое приложение «Анализ вторичных продаж и запасов» на базе QlikView и SPOT2D гарантирует более высокий уровень взаимодействия на всех уровнях дистрибуции и максимальную оперативность в принятии правильных управленческих решений.&nbsp;&nbsp;</span>","shortDescription":"Анализ вторичных продаж и запасов - аналитическое решение на платформе продуктов QlikView и Spot2D для индустрии торговли, используя технологии \tBI, CRM, Учетные системы","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":11,"sellingCount":16,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"RBC: Анализ вторичных продаж и запасов","keywords":"продаж, запасов, Анализ, вторичных, более, SPOT2D, QlikView, позволяет","description":"<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \">Аналитическое решение «Анализ вторичных продаж и запасов», разработанное&nbsp;</span><span style=\"background-color: rgb(255, 255, 255); \">RBC Group совместно с компанией Pra","og:title":"RBC: Анализ вторичных продаж и запасов","og:description":"<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \">Аналитическое решение «Анализ вторичных продаж и запасов», разработанное&nbsp;</span><span style=\"background-color: rgb(255, 255, 255); \">RBC Group совместно с компанией Pra","og:image":"https://old.roi4cio.com/fileadmin/user_upload/RBC_Group.png"},"eventUrl":"","translationId":7125,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":69,"title":"Business Analytics","alias":"business-analytics","description":"Business Analytics is “the study of data through statistical and operations analysis, the formation of predictive models, application of optimization techniques, and the communication of these results to customers, business partners, and college executives.” Business Analytics requires quantitative methods and evidence-based data for business modeling and decision making; as such, Business Analytics requires the use of Big Data.\r\nSAS describes Big Data as “a term that describes the large volume of data – both structured and unstructured – that inundates a business on a day-to-day basis.” What’s important to keep in mind about Big Data is that the amount of data is not as important to an organization as the analytics that accompany it. When companies analyze Big Data, they are using Business Analytics to get the insights required for making better business decisions and strategic moves.\r\nCompanies use Business Analytics (BA) to make data-driven decisions. The insight gained by BA enables these companies to automate and optimize their business processes. In fact, data-driven companies that utilize Business Analytics achieve a competitive advantage because they are able to use the insights to:\r\n<ul><li>Conduct data mining (explore data to find new patterns and relationships)</li><li>Complete statistical analysis and quantitative analysis to explain why certain results occur</li><li>Test previous decisions using A/B testing and multivariate testing</li><li>Make use of predictive modeling and predictive analytics to forecast future results</li></ul>\r\nBusiness Analytics also provides support for companies in the process of making proactive tactical decisions, and BA makes it possible for those companies to automate decision making in order to support real-time responses.","materialsDescription":"<span style=\"font-weight: bold; \">What does Business Analytics (BA) mean?</span>\r\nBusiness analytics (BA) refers to all the methods and techniques that are used by an organization to measure performance. Business analytics are made up of statistical methods that can be applied to a specific project, process or product. Business analytics can also be used to evaluate an entire company. Business analytics are performed in order to identify weaknesses in existing processes and highlight meaningful data that will help an organization prepare for future growth and challenges.\r\nThe need for good business analytics has spurred the creation of business analytics software and enterprise platforms that mine an organization’s data in order to automate some of these measures and pick out meaningful insights.\r\nAlthough the term has become a bit of a buzzword, business analytics are a vital part of any business. Business analytics make up a large portion of decision support systems, continuous improvement programs and many of the other techniques used to keep a business competitive. Consequently, accurate business analytics like efficiency measures and capacity utilization rates are the first step to properly implementing these techniques.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Business_Analytics.png"},{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"},{"id":337,"title":"Sales","alias":"sales","description":" Sales are activities related to selling or the number of goods or services sold in a given targeted time period.\r\nThe seller, or the provider of the goods or services, completes a sale in response to an acquisition, appropriation, requisition, or a direct interaction with the buyer at the point of sale. There is a passing of title (property or ownership) of the item, and the settlement of a price, in which agreement is reached on a price for which transfer of ownership of the item will occur. The seller, not the purchaser, typically executes the sale and it may be completed prior to the obligation of payment. In the case of indirect interaction, a person who sells goods or service on behalf of the owner is known as a salesman or saleswoman or salesperson, but this often refers to someone selling goods in a store/shop, in which case other terms are also common, including salesclerk, shop assistant, and retail clerk.\r\nIn common law countries, sales are governed generally by the common law and commercial codes. In the United States, the laws governing sales of goods are somewhat uniform to the extent that most jurisdictions have adopted Article 2 of the Uniform Commercial Code, albeit with some non-uniform variations.\r\nA person or organization expressing an interest in acquiring the offered item of value is referred to as a potential buyer, prospective customer, or prospect. Buying and selling are understood to be two sides of the same &quot;coin&quot; or transaction. Both seller and buyer engage in a process of negotiation to consummate the exchange of values. The exchange, or selling, process has implied rules and identifiable stages. It is implied that the selling process will proceed fairly and ethically so that the parties end up nearly equally rewarded. The stages of selling, and buying, involve getting acquainted, assessing each party's need for the other's item of value, and determining if the values to be exchanged are equivalent or nearly so, or, in buyer's terms, &quot;worth the price&quot;. Sometimes, sellers have to use their own experiences when selling products with appropriate discounts.\r\nAlthough the skills required are different, from a management viewpoint, sales is a part of marketing. Sales often form a separate grouping in a corporate structure, employing separate specialist operatives known as salespersons (singular: salesperson). Selling is considered by many to be a sort of persuading &quot;art&quot;. Contrary to popular belief, the methodological approach of selling refers to a systematic process of repetitive and measurable milestones, by which a salesman relates his or her offering of a product or service in return enabling the buyer to achieve their goal in an economic way.","materialsDescription":" <span style=\"font-weight: bold;\">What's the Difference Between Sales and Marketing?</span>\r\nSales and Marketing: two terms we often hear together when working with mid-size companies. In some ways, this is logical because the two need to work together. But in fact, Sales and Marketing are two very different functions and require very different skills.\r\nBusiness leaders know what Operations are; they make stuff. They know what Accounting is; they record and control the money. And they know what Sales do; they sell stuff. So if you are not making stuff, selling stuff, or recording the money—what is marketing and why do you need it?\r\nWhat's the difference between Sales and Marketing? To answer this question, let's define what Sales and Marketing are separately and how they support one another.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">What is Marketing? Aligning with Customers, Now and for the Future</span></span>\r\nA key job of Marketing is to understand the marketplace from the perspective of the customer looking back towards the company and helping lead the company where it should be in the future. Marketing’s job is to direct the organization toward the segments, or groups of customers and channels where the company can profitably compete. It should help the organization see how it needs to modify its product offerings, pricing, and communication so that it meets the needs of the distribution channel or end customers.\r\nMarketing also needs to convert the market understanding into tools and tactics to attract the market, build (often digital) relationships, and develop leads. Without Sales, Marketing efforts run short. Marketing directs Sales as to where they should be hunting and what ammo to use. Note, however, that if Marketing becomes a sales support function focused only on the now, the future can become lost.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Without Marketing, Sales Suffers</span></span>\r\nNot even the best hunter can bring home dinner if they are shooting blanks at decoys. Markets are constantly changing. The job of marketing is to stay ahead of the changes and help the hunters see where they should be hunting and provide them with the right ammunition. If Marketing is only focused on delivering the ammunition for today, nobody will see where the industry is moving or where the company needs to hunt next. This limits growth not only for Sales and Marketing but also for your entire organization.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Can You be Both Sales and Marketing?</span></span>\r\nIn all my years, working for companies that ranged from Fortune 100 to mid-size companies I have never met anyone who was really good at both sales and marketing. I have held the title of VP of Sales and Marketing, managing a 500 person sales and merchandising force. I was really a marketing person with sales authority. The skills required to focus on the now and the push of sales are different. In many ways, they are contrary to the skills of looking to the future and the customer perspective of marketing.\r\nEvery Sales organization feels they have a good understanding of their customers. But every Sales conversation with a customer has a sales transaction lurking in the background. Therefore, customers can never be completely open about their needs and want when talking to a sales person.\r\nFor a company to really grow, someone must have the job of looking out the window towards where the company needs to go in the future. For many companies, this is the job of the CEO and Sales hires someone to do some sales support and gives them a marketing title. But as companies grow, the job of CEO starts to become a full-time job in itself and the strategic role of Marketing gets short-changed. A study of mid-size companies by the University of Texas showed that companies that separated the roles of Marketing and Sales were much more likely to grow faster than the industry average.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Sales and Marketing: Today and the Future</span></span>\r\nSales need to be focused on the now. You can’t run a company unless your sales team is focused on bringing in today’s business. But you can’t really ask your Sales leaders where the company should go next and to develop the 18-month plan to get there without losing focus on today’s revenue. Besides, if your sales executive was really good at developing future-focused business strategies and tying that strategy to the plans and tools of marketing to make it happen, they would be a marketing person and not a now-focused sales person.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Sales.png"},{"id":357,"title":"Procurement","alias":"procurement","description":" Procurement is the process of finding and agreeing to terms, and acquiring goods, services, or works from an external source, often via a tendering or competitive bidding process.\r\nProcurement generally involves making buying decisions under conditions of scarcity. If sound data is available, it is good practice to make use of economic analysis methods such as cost-benefit analysis or cost-utility analysis.\r\nProcurement is used to ensure the buyer receives goods, services, or works at the best possible price when aspects such as quality, quantity, time, and location are compared. Corporations and public bodies often define processes intended to promote fair and open competition for their business while minimizing risks such as exposure to fraud and collusion.\r\nAlmost all purchasing decisions include factors such as delivery and handling, marginal benefit, and price fluctuations.\r\nAn important distinction should be made between analyses without risk and those with risk. Where risk is involved, either in the costs or the benefits, the concept of best value should be employed.\r\nProcurement activities are also often split into two distinct categories, direct and indirect spend. Direct spend refers to the production-related procurement that encompasses all items that are part of finished products, such as raw material, components and parts. Direct procurement, which is the focus in supply chain management, directly affects the production process of manufacturing firms. In contrast, indirect procurement concerns non-production-related acquisition: obtaining &quot;operating resources&quot; which a company purchases to enable its operations. Indirect procurement comprises a wide variety of goods and services, from standardized items like office supplies and machine lubricants to complex and costly products and services like heavy equipment, consulting services, and outsourcing services.\r\nProcurement software (often labeled as e-procurement software) manages the purchasing processes electronically or via cloud computing.","materialsDescription":" <span style=\"font-weight: bold; \">What is Procurement?</span>\r\nProcurement is, quite simply, the act of acquiring goods and/or services through a tendering, or competitive bid, process. This is where the Buyer will release a ‘contract notice’ through an electronic portal (known as e-tendering, or e-procurement software) detailing:\r\n<ul><li>The contract title and description of goods/services required.</li><li>A Specification, and/or Scope of Works.</li><li>The approximate contract value/budget.</li><li>The length of delivery required.</li><li>The location of delivery.</li><li>Details surrounding the timetable for the tendering process, including the submission deadline, site visit dates, and clarification deadlines.</li><li>The tendering documents to be completed (such as SQ / PQQ documents, ITT documents, RFPs or RFQs).</li></ul>\r\nSuppliers (of goods and/or services) will then put together a tender response in line with the provided guidelines and submit them through the provided medium. The Buyer will then assess all of the responses against the evaluation criteria they have chosen and, ultimately, a supplier will be awarded the Contract.\r\n<span style=\"font-weight: bold; \">How is Procurement different from Purchasing?</span>\r\nThe distinction between Procurement and Purchasing can be confusing if you are new to the process, as it is common to hear the terms being used interchangeably. However, in this instance the difference between Procurement and Purchasing is this:\r\nProcurement is the umbrella term for the entire process of sourcing, selecting and acquiring goods or services, from conception to conclusion.\r\nPurchasing is just one small part of the procurement process (the acquisition) and does not cover the other stages, such as the creation of the specification of works, management of the procurement process, bidding/tendering, evaluation/vetting or agreement of terms.\r\n<span style=\"font-weight: bold; \">Why is Procurement Important?</span>\r\nProcurement is an important, democratic process (when done correctly!) which is especially important to businesses for the following reasons:\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">It can save you money.</span></span> The procurement process will allow you the best chance to find a supplier (or, suppliers) who most closely matches your needs and requirements, whilst offering the best value for money. Most often, Buyers will evaluate tenders through the MEAT method (Most Economically Advantageous Tender) which involves scoring the cost the supplier has provided, scoring their quality responses and then conflating the two scores to award an overall total mark. The Supplier with the best overall mark is, therefore, the provider of the Most Economically Advantageous Tender.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">It widens the scope of your options.</span></span> As well as allowing the Buyer to find a Supplier who will offer the best value for money, the Procurement process enables Buyers to receive tenders from potential Suppliers across the country, who may offer experience and added value that local Suppliers do not, or cannot. Essentially, the Procurement process levels the playing field and allows the Buyer a better opportunity to gauge the suitability of multiple Suppliers.\r\n<span style=\"font-weight: bold;\">How could Procurement benefit your business?</span>\r\nProcurement specialists are available to advise on specifics relevant to your particular industry and business, but broadly speaking there are several reasons why breaking into Procurement could revolutionize the way you source and acquire goods and services:\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">It streamlines the workload.</span></span> If you require a new Supplier to provide an ongoing service, let’s say for 3 years, then you want to be absolutely sure that you are getting the best possible Supplier, and that they will definitely meet all of your requirements. It would be a poor use of staffing resources to dedicate personnel to researching and contacting potential businesses, which could take an inordinate amount of time and still not result in finding a Supplier that meets your requirements. By going through the Procurement process, you can streamline that normally weighty task through following these simple steps:\r\n<ul><li>Identify the need (what service/goods does your business require?).</li><li>Authorize the decision to find a Supplier who can address this need.</li><li>Establish the parameters of the proposed contract (budget/value, duration, essential vs. desirable requirements, etc).</li><li>Create the tender documentation (including the Specification / Scope of Works, Supplier Questionnaire, Instructions to Tenderers, Pricing document, etc).</li><li>Publish the tender through the public Procurement Portal of your choosing.</li><li>Evaluate the tender submissions against your chosen criteria.</li><li>Award the contract to your chosen Supplier.</li></ul>\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Ensures accountability.</span></span> When you release a detailed contract notice, with corresponding tender documents, that explicitly states your requirements and the standards that the potential Supplier needs to meet (such as minimum annual turnover, compliance with industry-specific standards and evidence of previous experience) companies can then be held fully accountable for ensuring that they meet these requirements before submitting their responses.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Prevent corruption.</span></span> By having Suppliers fill out a Supplier Questionnaire you can screen companies for information such as breaches of lawful, environmental or health and safety obligations. Additionally, you can request evidence (in the form of financial records) that they will not pose a financial risk to your operation and are capable of delivering the service. In order to pass the Supplier Questionnaire, Suppliers are required to self-certify that they meet all necessary requirements, and can be held fully accountable if this is not the case.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Procurement.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1591,"logoURL":"https://old.roi4cio.com/fileadmin/user_upload/CargoWise.jpg","logo":true,"scheme":false,"title":"CargoWise","vendorVerified":0,"rating":"1.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"cargowise","companyTitle":"RBC Group","companyTypes":["supplier","vendor"],"companyId":1632,"companyAlias":"rbc-group","description":"The Single-Platform Solution That Puts Productivity at the Center of the Supply Chain\r\nCargoWise One is a single-platform software solution designed to increase your productivity and improve integration, automation, and communication with the supply chain. It integrates your business with your customers and partners, streamlining processes and increasing the efficiency, visibility, and profitability of your operations.\r\nCargoWise One meets the diverse needs of a diverse industry. From growing supply chain providers to multinational corporations, its highly flexible and feature-rich system boosts productivity in everything you do. Whatever sector of the logistics industry your business serves, CargoWise One is the smart solution for success.\r\nWith CargoWise One, you gain seamless supply chain operations and the competitive advantage.\r\n<span style=\"font-weight: bold;\">Powerful Productivity</span>\r\nCargoWise One puts productivity at the center of everything you do. Its single-platform system gives you the high levels of automation and visibility you need to streamline processes throughout your business. Because of its cloud-based capability, key in your data just once and it becomes instantly accessible across your worldwide operations, reducing your margin of error and the need for labor-intense workflows. For performance-driven businesses in need of enhancing productivity, CargoWise One presents an efficient solution for simplifying the supply chain.\r\n<span style=\"font-weight: bold;\">Industry-Wide Functionality</span>\r\nCargoWise One’s next-generation technology gives you broad functional capabilities and industry-wide applications that allow you to maximize your operations on the global stage. With a complete suite of integrated ERP applications, it meets the horizontal and vertical demands of the logistics industry. Its functions scale to individual business demands, providing the breadth and depth of major multinationals as well as the simplicity of small business operations. CargoWise One’s highly modular system allows you to choose the specific applications your business needs while giving you the access to facilitate future developments.\r\n<span style=\"font-weight: bold;\">Deep-Seated Integration</span>\r\nCargoWise One provides you with comprehensive vertical and horizontal integration, both inside and outside of the application. It allows you to integrate your business with the supply chain’s key vertical markets as well integrating your own processes across your global operations. You also benefit from CargoWise One’s tightly integrated horizontal modules - everything from accounting, to document management, and more - and an eCommerce solution that seamlessly manages your sales and CRM services.\r\n<span style=\"font-weight: bold;\">Cross-Border Compliance</span>\r\nCargoWise One offers compliance capabilities that lets you focus on business, not borders. It provides the tools to achieve quicker, simpler, more efficient customs clearance as well as greater visibility between you, your partners, customers, and customs authorities. With access to integrated online tariff classification tools and to the network of WiseTech Global Partners who can help you navigate the increasing number of regional regulations, CargoWise One ensures full compliance with customs requirements across the world's leading markets.\r\n<span style=\"font-weight: bold;\">True Global Reach</span>\r\nCargoWise One forms an integral link in the global supply chain, connecting you to businesses across the world. With over 150,000 licenses held across 7,000 sites in 115 countries, CargoWise One customers are able to facilitate business through an ever-growing community of logistics providers. With interfaces to external parties, customers, and other industry providers, CargoWise One puts your global connections within easy reach.\r\n<span style=\"font-weight: bold;\">Solutions for a More Secure Supply Chain</span>\r\nIn an era of heightened security concerns, CargoWise One safeguards your data. Its cloud-based system stores your valuable data offsite and online, granting you remote global access 24/7. Digital document storage and retrieval is built into every part of process, enabling all documents to be saved, organized, and accessed on screen as changes are made for seamless business continuity and disaster recovery.\r\n<span style=\"font-weight: bold;\">Seamless Implementation and Continued Support</span>\r\nWith CargoWise One, you gain a comprehensive suite of support services delivered through our exclusive WiseAdvantage program. The tools, knowledge, and services you need to get the most out of your technology investment are included as part of your CargoWise One solution. All support materials have been localized to meet your specific needs through our carefully selected global partner program.","shortDescription":"CargoWise One is a single-platform software solution designed to increase your productivity and improve integration, automation, and communication with the supply chain. ","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":3,"sellingCount":8,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"CargoWise","keywords":"","description":"The Single-Platform Solution That Puts Productivity at the Center of the Supply Chain\r\nCargoWise One is a single-platform software solution designed to increase your productivity and improve integration, automation, and communication with the supply chain. It ","og:title":"CargoWise","og:description":"The Single-Platform Solution That Puts Productivity at the Center of the Supply Chain\r\nCargoWise One is a single-platform software solution designed to increase your productivity and improve integration, automation, and communication with the supply chain. It ","og:image":"https://old.roi4cio.com/fileadmin/user_upload/CargoWise.jpg"},"eventUrl":"","translationId":1592,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"},{"id":73,"title":"SCM - Supply Chain Management","alias":"scm-supply-chain-management","description":"<span style=\"font-weight: bold; \"><span style=\"font-weight: bold; \">SCM</span> (Supply Chain Management)&nbsp;</span> is the management of the flow of goods and services and includes all processes that transform raw materials into final products. It involves the active streamlining of a business's supply-side activities to maximize customer value and gain a competitive advantage in the marketplace.\r\nSCM represents an effort by suppliers to <span style=\"font-weight: bold; \">develop and implement supply chains</span> that are as efficient and economical as possible. Supply chain management system covers everything from production to product development to the information systems needed to direct these undertakings.\r\nTypically, supply chain management solutions attempt to centrally control or link the production, shipment, and distribution of a product. By chain management process, companies are able to cut excess costs and deliver products to the consumer faster. This is done by keeping tighter <span style=\"font-weight: bold; \">control of internal inventories, internal production, distribution, sales, and the inventories of company vendors.</span>\r\n<span style=\"font-weight: bold; \">Supply chain strategy</span> is based on the idea that nearly every product that comes to market results from the efforts of various organizations that make up a supply chain. Although supply chains have existed for ages, most companies have only recently paid attention to them as a value-add to their operations.\r\nIn traditional supply chain management the supply chain manager coordinates the <span style=\"font-weight: bold; \">logistics </span>of all <span style=\"font-weight: bold; \">aspects of the supply chain</span> which consists of five parts: 1) <span style=\"font-weight: bold;\">the plan</span> or <span style=\"font-weight: bold;\">strategy</span>; 2) <span style=\"font-weight: bold;\">the source</span> (of raw materials or services); 3) <span style=\"font-weight: bold;\">manufacturing</span> (focused on productivity and efficiency); 4) <span style=\"font-weight: bold;\">delivery</span> and <span style=\"font-weight: bold;\">logistics</span>; 5) <span style=\"font-weight: bold;\">the return system </span>(for defective or unwanted products). \r\nImprovements in productivity and efficiency go straight to the bottom line of a company and have a real and lasting impact. Good supply chain management keeps companies out of the headlines and away from expensive recalls and lawsuits.\r\nTechnology is critical in managing today's supply chains, and every major supply chain management process has a software category dedicated to it. Most vendors of ERP suites offer digital SCM, and there are thousands of niche vendors. Besides managing specific processes, <span style=\"font-weight: bold; \">supply chain management network software </span>has an important role to play in tying together the people, processes, and systems that participate in the supply chain. \r\nOther commonly used supply chain management includes:\r\n<ul><li>a transportation management system (TMS) for managing the transport and storage of goods, especially across global supply chains;</li><li>a warehouse management system (WMS) for all of the activities inside warehouses and distribution centers; and</li><li>an order management system, to handle processing of customer orders through WMS, ERP and TMS systems, at all stages of the supply chain.</li></ul>\r\n\r\n","materialsDescription":"<h1 class=\"align-center\"> What are the different types of supply chain strategies?</h1>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;efficient&quot; supply chain model</span></li></ul>\r\nThe efficient supply chain strategy is best suited to industries that are characterized by intense market competition, with several competitors fighting for the same group of customers who may not perceive major differences in their value proposals. In effect, competition is virtually always based almost solely on price.\r\n<span style=\"font-style: italic; \">This supply chain model is well suited for businesses with commoditized products, such as cement and steel.</span>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;fast&quot; supply chain model</span></li></ul>\r\nThe fast supply chain is best for companies that produce trendy products with a short lifecycle. From the customer's perspective, the main difference among competitors' value proposals is how well they are able to update product portfolios in accordance with the latest trends. This focuses competition in the market on manufacturers' ability to continuously develop new products they can sell at an affordable price. \r\n<span style=\"font-style: italic; \">Examples of companies that benefit from this supply chain model include those that engage in catalogue sales.</span><span style=\"font-style: italic; \">It's also appropriate for retailers that sell trendy apparel and whose customers tend to visit stores monthly. </span>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;continuous-flow&quot; supply chain model</span></li></ul>\r\nThe main features of the continuous-flow supply chain model are supply and demand stability, with processes scheduled in such a way as to ensure a steady cadence and continuous flow of information and products. This model typically is for a very mature supply chain with a customer demand profile that has little variation. Consequently, the production workload can match demand through a continuous-replenishment model based on a &quot;make to stock&quot; decoupling point, where production is scheduled to replenish predefined stock levels based on a specified reorder point for inventory in the production cycle. \r\n<span style=\"font-style: italic; \">This supply chain process typically works well for businesses with short-shelf-life products, such as dairy products and bread. It is also suitable for manufacturers of intermediate products.</span>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;agile&quot; supply chain model</span></li></ul>\r\nThe agile type of supply chain is useful for companies that manufacture products under unique specifications for each customer. This is typically seen in industries that are characterized by unpredictable demand. They use a &quot;make to order&quot; decoupling point, producing the item after receiving the customer's purchase order to avoid manufacturing products that have no certainty of future sales.\r\n<span style=\"font-style: italic; \">This strategy is useful for industries where the company's value proposal is oriented toward offering products &quot;on demand&quot; and with a high service level, such as packaging, chemical specialties, and metal machining services, among others.</span>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;custom-configured&quot; supply chain model</span></li></ul>\r\nThe custom-configured supply chain model is characterized by a high degree of relevance of the cost of assets to the total cost, and multiple (potentially unlimited) configurations of the finished product on a unique platform. Competitive positioning is founded on offering a unique configuration of the finished product according to the end consumer's needs. \r\n<span style=\"font-style: italic; \">One example of where this supply chain strategy makes sense is the assembly of personalized products, such as computers and vehicles. Another example is in the paper manufacturing industry, where the decoupling point occurs after the manufacture of the big paper rolls, and the products are customized in the cutting and packaging process. </span>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;flexible&quot; supply chain</span></li></ul>\r\nIt is suited for companies that must meet unexpected demand and therefore are faced with high demand peaks and long periods of low workload. This supply chain model is characterized by adaptability, which is the capability to reconfigure internal processes in order to meet a customer's specific need or solve a customer's problem. This model typically is used by service companies that focus on handling unexpected situations, perhaps even including emergencies. \r\n<span style=\"font-style: italic; \">A typical example of this type of supply chain can be found in companies that provide metalworking and machining services for the manufacture of spare parts for industrial customers. </span>\r\n\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/SCM_-_Supply_Chain_Management__1_.png"},{"id":75,"title":"ERP - Enterprise Resource Planning","alias":"erp-enterprise-resource-planning","description":"<span style=\"font-weight: bold; \">Enterprise resource planning (ERP)</span> is the integrated management of main business processes, often in real-time and mediated by software and technology.\r\nEnterprise resource planning system is usually referred to as a category of business management software — typically a suite of integrated applications—that an organization can use to collect, store, manage, and interpret data from these many business activities.\r\nERP provides an integrated and continuously updated view of core business processes using common databases maintained by a database management system. \r\nEnterprise resource planning solutions track business resources— cash, raw materials, production capacity—and the status of business commitments: orders, purchase orders, and payroll. The applications that make up the system share data across various departments (manufacturing, purchasing, sales, accounting, etc.) that provide the data. \r\n<p class=\"align-left\">ERP facilitates information flow between all business functions and manages connections to outside stakeholders.</p>\r\n<p class=\"align-left\">You can think of an enterprise resource planning system as the glue that binds together the different computer systems for a large organization. Without an ERP application, each department would have its own system optimized for that division's particular tasks. With ERP software, each department still has its own system, but all of the systems can be accessed through one application with one interface.</p>\r\n<p class=\"align-left\">ERP applications also allows the different departments to communicate and share information more easily with the rest of the company. It collects information about the activity and state of different divisions, making this information available to other parts, where it can be used productively.</p>\r\n<p class=\"align-center\"><span style=\"font-weight: bold;\">ERP systems typically include the following characteristics:</span></p>\r\n<ul><li>An integrated system</li><li>Operates in (or near) real time</li><li>A common database that supports all the applications</li><li>A consistent look and feel across modules</li><li>Installation of the system with elaborate application/data integration by the Information Technology (IT) department, provided the implementation is not done in small steps</li><li>Deployment options include: on-premises, cloud hosted, or SaaS</li></ul>\r\n<p class=\"align-left\">Enterprise resource planning programs have traditionally been used by the big players in the market that have thousands of employees spread out over the world. However, software developers are now marketing business ERP solutions to small- and medium-sized companies. </p>\r\n<p class=\"align-left\">There are different types of ERP software ranging from industry-specific ERP solutions to web-based, or cloud ERP software; to small business ERP.<br />The type of ERP system that will work best for your business depends on the size of your organization and the functions of the ERP solution that can best support your business requirements.</p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold; \">Industry Specific ERP.</span> ERP systems for large corporations are often built from the ground up to suit the organization's specific and unique needs. For a small business like yours, an off-the-shelf model will work fine. Most are grouped into three categories to service manufacturing, finance or logistics based companies.</p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold; \">Web-Based ERP system.</span> ERP software services tend to be complex, requiring high-end computers to run them. However, instead of purchasing the software to run on your computer in your office, many suppliers offer Software as a Service, or SaaS. In this case, you pay a subscription to access the software and your data over the internet. Because the program is running on a remote server, you are free to access it from anywhere you have an Internet connection.</p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold; \">ERP software for small business.</span> Although ERP systems can cover everything from supply chain management to accounting solutions as well as customer relations management, your business may not need to automate all these functions. Therefore, software developers offer scaled-down models at a lower, more cost-effective price. For instance, your operation may work fine with a system that offers sales and order management, but leaves out the module for warehouse management.<br /><br /><br /><br /><br /></p>","materialsDescription":"<h1 class=\"align-center\"> <span style=\"font-weight: normal;\">What does an ERP do?</span></h1>\r\nThe purpose of an ERP management system is to improve efficiency (and thereby profitability) through improving how company resources are spent, whether those resources be time, money, staff or something else.<br />If you can reduce how many resources are being used, without sacrificing quality/performance, then you can grow your business more efficiently and appropriately.\r\nERP software combines a number of different reports and metrics across various departments into the same environment. This makes it easier to get a full view of what’s going on and how resources are being spent.<br />From this vantage point of the business, you can discover key insights into how processes might be improved or resources better spent to generate higher growth. \r\nWithout an ERP system and proper planning of how resources should be spent to maximize growth and the bottom line, it is much easier to invest resources in tactics that underperform.\r\nConversely, a great ERP software platform allows a business to allocate resources away from underperforming tactics and into those that are generating good returns.\r\n<p class=\"align-left\">An ERP system also makes it faster to find the information or report you’re after because everything is in the same place. You don’t have to search through spreadsheets or look through different business applications to find that kernel of data you need; it’s all available and accessible right from the ERP interface.</p>\r\n<header><h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the different features of ERP software?</span></h1>\r\n<p class=\"align-center\"></p></header>\r\nERP software can differ depending on the package you purchase and the provider. That being said, there are some key features that you should look for when researching ERP software providers. Your software should, at the bare minimum, offer the following modules:\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Accounting:</span> Manage all of your financial reports in the same interface, such as purchase orders, expenses, sales reports, payroll, etc. This makes it easier to monitor your cash flow and revenue and determines how money might be better spent or how you can reduce your burn rate.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Inventory and warehousing</span>: If your business has inventory or warehouse processes, your ERP business software needs to be able to integrate those operations to better track and manage goods. This makes it easier to see how much inventory is available, what inventory is going out for delivery, what inventory is coming in from which vendors and more. Carefully monitoring and tracking these processes helps protect a business from running out of stock, mismanaging a delivery and other potential issues.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">eCommerce and web</span>: It’s essential for a business to be able to see the eCommerce side of their business separate from physical, retail sales. After all, the tactics you leverage to encourage online sales are different than the ones you use for your physical stores. An excellent ERP system will enhance your existing web offerings to include better purchase options for customers to choose from.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Human resources</span>: As much as a business strives to keep customers happy and retained, it is equally important that your employees remain happy as well. The HR module of your ERP system contains all of the employee management processes, including payroll expenses, recruitment, performance evaluations, attendance, scheduling and more. It’s a one-stop module for all employee management and communication efforts.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">CRM and marketing</span>: Your brand-customer relationships are ultimately going to drive repeat business. It’s important to know how effectively your marketing tactics are working at engaging and re-engaging customers, whether those tactics are email marketing campaigns, social media offers, surveys, follow-up phone calls and others. The CRM module will better express what’s working and what isn’t and how marketing is translating into added revenue.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Project management:</span> The last should-have feature of your ERP software product is a project management tool, which allows you to communicate productively across your organization to plan and execute projects internally. This helps ensure company cohesion by getting every involved stakeholder or employee on the same page and in-the-know as to the most current business objectives and goals.</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Benefits of ERP software and why to build it</span></h1>\r\n<p class=\"align-left\">In today’s business environments, it’s hard to move on without an ERP system. Among the main benefits of ERP implementation is automatization of manual tasks staff spends hours on and thus improves the overall business performance. So the staff can focus on more important initiatives. At the same time, you can collect real-time data for improving performance management and making data-driven decisions.<br />ERP&nbsp; planning software comes handy in lots of areas due to its in-built modules and flexibility. Here are a few advantages of ERP software tools:</p>\r\n<p class=\"align-left\"><br />1. <span style=\"font-weight: bold;\">Reduce operating cost</span>. The company starts gaining profit as soon as the ERP system is implemented. Prepare to face the reduction of marketing expenses, inventory maintenance, production cost and so on. Also, if you’re aimed at combining all business processes within a unified system, ERP is the right choice. By using the software, it’s easy to improve cross-department cooperation and increase staff’s efficiency.</p>\r\n<p class=\"align-left\">2.<span style=\"font-weight: bold;\"> Instant data access.</span> With ERP systems, employees soon forget about hours spent on collecting necessary details. Instead, they can be accessed in just a few minutes. Works great for busy executives and department managers that need to access data quickly.</p>\r\n<p class=\"align-left\">3. <span style=\"font-weight: bold;\">Defined planning process.</span> It’s easy to understand the business objectives, targets and aims when you have a full list of business needs, outcomes, and assets all in one place.</p>\r\n<p class=\"align-left\">Sure, ERP systems also have some disadvantages. The most common issue is the price. It’s almost impossible for small companies to develop an ERP suite for their own needs, only middle and large-sized corporations can afford it.<br /><br /><br /><br /><br /></p>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/ERP_-_Enterprise_Resource_Planning.png"},{"id":345,"title":"Logistics","alias":"logistics","description":" Logistics is generally the detailed organization and implementation of a complex operation. In a general business sense, logistics is the management of the flow of things between the point of origin and the point of consumption to meet requirements of customers or corporations. The resources managed in logistics may include tangible goods such as materials, equipment, and supplies, as well as food and other consumable items. The logistics of physical items usually involves the integration of information flow, materials handling, production, packaging, inventory, transportation, warehousing, and often security.\r\nIn military science, logistics is concerned with maintaining army supply lines while disrupting those of the enemy, since an armed force without resources and transportation is defenseless. Military logistics was already practiced in the ancient world and as modern military have a significant need for logistics solutions, advanced implementations have been developed. In military logistics, logistics officers manage how and when to move resources to the places they are needed.\r\nLogistics management is the part of supply chain management and supply chain engineering that plans, implements, and controls the efficient, effective forward, and reverse flow and storage of goods, services, and related information between point of origin and point of consumption to meet customer's requirements. The complexity of logistics can be modeled, analyzed, visualized, and optimized by dedicated simulation software. The minimization of the use of resources is a common motivation in all logistics fields. A professional working in the field of logistics management is called a logistician. ","materialsDescription":" <span style=\"font-weight: bold;\">Can transport logistics actually help reduce costs and optimize transport processes?</span>\r\nYes. Because transportation is not a fixed cost, coordinating a transport logistics platform where planners and managers have increased visibility and transparency into the constantly shifting variables is key to reducing overall transportation costs and optimizing the output of resources to ensure the best return in both efficiency and revenue. History is instructive, and manufacturing companies who can gather, sort, analyze, and review previous transportation data are better equipped to explore areas where costs can be reduced and optimized for more effective future transport planning. A transport logistics solution gives planners and managers the power to uncover areas of waste in their transportation strategy (container levels, fuel consumption, inaccurate routing processes, ineffective distribution and warehousing networks, and long lead times between warehousing and delivery) to deploy more lean methods of transportation and avoid bottlenecks or breakdowns in the transit stage of their value chain.\r\n<span style=\"font-weight: bold;\">Transport logistics doesn’t integrate with Industry 4.0, does it?</span>\r\nActually, yes, transport logistics is part and parcel of an integrated Industry 4.0 platform. Because Industry 4.0 relies heavily on intelligent solutions communicating data, reporting, and notifications in real-time, Industry 4.0 is perhaps a perfect fit for transport logistics in terms of identifying changing variables in transportation constraints and addressing these variables before they result in breakdowns or bottlenecks. In addition, because transport logistics is often reliant on a large network of partners, stages, or processes, integrating Industry 4.0 into a transport strategy is a seamless way of connecting these disparate points into a cohesive system or architecture whereby all the important players can communicate, collaborate, and respond to transport logistics events with little or no lead time. No longer are manufacturing companies operating their transport logistics strategy on outdated data or irrelevant communication threads. Today, Industry 4.0 allows these functions to take place at the moment between as many players as necessary.\r\n<span style=\"font-weight: bold;\">How do transport logistics allow for adaptations in operational shifts?</span>\r\nImagine a certain production program is scheduled to produce X amounts of units that need to be transported to a certain distribution facility by a certain date. However, unforeseen changes to said production program means a significant reduction in the number of units, which directly impacts transport capacity. Where before a manufacturing company had budgeted enough space to move X amount of units, this reduction either means a longer lead time to when a full truck/container can be shipped or inefficient use of capacity whereby a half or less than half truck or container is utilized. However, a transport logistics strategy and solution give planners and managers the power to adapt to these operational shifts by identifying the best routes, transport modes, and delivery windows to avoid incurring losses in resources and time in addressing these changing variables. In addition, a transport logistics solution allows manufacturing companies to engage in simulations and what-if scenarios to plan accordingly for such events.\r\n<span style=\"font-weight: bold;\">At the end of the day, do transport logistics actually result in better customer relations?</span>\r\nWithout doubt. The value of a transport logistics solution in enhancing customer satisfaction and service cannot be overstated. While the value proposition internally for manufacturing companies should now be quite apparent, the value externally or in a customer-facing avenue should be easily visible from the start. A company’s ability to provide the right product at the right time in the right place is paramount in driving a positive customer relations platform and increasing a company’s client base and footprint. Because a transport logistics solution provides planners and managers the power to ensure the right products arrive in the right condition at the right moment, customers will not only be more apt to work with a given manufacturing company in the future, but said manufacturing company will also create more stable and productive business relationships with partners in their supply networks.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Logistics__1_.png"},{"id":349,"title":"Inventory Management","alias":"inventory-management","description":" Inventory management is a complex process, particularly for larger organizations, but the basics are essentially the same regardless of the organization's size or type. In inventory management, goods are delivered into the receiving area of a warehouse in the form of raw materials or components and are put into stock areas or shelves.\r\nCompared to larger organizations with more physical space, in smaller companies, the goods may go directly to the stock area instead of a receiving location, and if the business is a wholesale distributor, the goods may be finished products rather than raw materials or components. The goods are then pulled from the stock areas and moved to production facilities where they are made into finished goods. The finished goods may be returned to stock areas where they are held prior to shipment, or they may be shipped directly to customers.\r\nInventory management uses a variety of data to keep track of the goods as they move through the process, including lot numbers, serial numbers, cost of goods, the quantity of goods and the dates when they move through the process.<br /><br />","materialsDescription":" <span style=\"font-weight: bold;\">What Is Inventory Management?</span>\r\nInventory management refers to the process of ordering, storing, and using a company's inventory. These include the management of raw materials, components, and finished products, as well as warehousing and processing such items.\r\nFor companies with complex supply chains and manufacturing processes, balancing the risks of inventory gluts and shortages is especially difficult. To achieve these balances, firms have developed two major methods for inventory management: just-in-time and materials requirement planning: just-in-time (JIT) and materials requirement planning (MRP).\r\n<span style=\"font-weight: bold;\">How does Inventory Management work?</span>\r\nA company's inventory is one of its most valuable assets. In retail, manufacturing, food service, and other inventory-intensive sectors, a company's inputs and finished products are the core of its business. A shortage of inventory when and where it's needed can be extremely detrimental.\r\nAt the same time, inventory can be thought of as a liability (if not in an accounting sense). A large inventory carries the risk of spoilage, theft, damage, or shifts in demand. Inventory must be insured, and if it is not sold in time it may have to be disposed of at clearance prices—or simply destroyed.\r\nFor these reasons, inventory management is important for businesses of any size. Knowing when to restock certain items, what amounts to purchase or produce, what price to pay—as well as when to sell and at what price—can easily become complex decisions. Small businesses will often keep track of stock manually and determine the reorder points and quantities using Excel formulas. Larger businesses will use specialized enterprise resource planning (ERP) software. The largest corporations use highly customized software as a service (SaaS) applications.\r\nAppropriate inventory management strategies vary depending on the industry. An oil depot is able to store large amounts of inventory for extended periods of time, allowing it to wait for demand to pick up. While storing oil is expensive and risky—a fire in the UK in 2005 led to millions of pounds in damage and fines—there is no risk that the inventory will spoil or go out of style. For businesses dealing in perishable goods or products for which demand is extremely time-sensitive—2019 calendars or fast-fashion items, for example—sitting on inventory is not an option, and misjudging the timing or quantities of orders can be costly.\r\n<span style=\"font-weight: bold;\">What are Inventory Management methods?</span>\r\nDepending on the type of business or product being analyzed, a company will use various inventory management methods. Some of these management methods include just-in-time (JIT) manufacturing, materials requirement planning (MRP), economic order quantity (EOQ), and days sales of inventory (DSI).\r\n<ul><li>Just-in-Time Management</li><li>Materials Requirement Planning</li><li>Economic Order Quantity</li><li>Days Sales of Inventory</li><li>Qualitative Analysis of Inventory</li></ul>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Inventory_Management.png"},{"id":357,"title":"Procurement","alias":"procurement","description":" Procurement is the process of finding and agreeing to terms, and acquiring goods, services, or works from an external source, often via a tendering or competitive bidding process.\r\nProcurement generally involves making buying decisions under conditions of scarcity. If sound data is available, it is good practice to make use of economic analysis methods such as cost-benefit analysis or cost-utility analysis.\r\nProcurement is used to ensure the buyer receives goods, services, or works at the best possible price when aspects such as quality, quantity, time, and location are compared. Corporations and public bodies often define processes intended to promote fair and open competition for their business while minimizing risks such as exposure to fraud and collusion.\r\nAlmost all purchasing decisions include factors such as delivery and handling, marginal benefit, and price fluctuations.\r\nAn important distinction should be made between analyses without risk and those with risk. Where risk is involved, either in the costs or the benefits, the concept of best value should be employed.\r\nProcurement activities are also often split into two distinct categories, direct and indirect spend. Direct spend refers to the production-related procurement that encompasses all items that are part of finished products, such as raw material, components and parts. Direct procurement, which is the focus in supply chain management, directly affects the production process of manufacturing firms. In contrast, indirect procurement concerns non-production-related acquisition: obtaining &quot;operating resources&quot; which a company purchases to enable its operations. Indirect procurement comprises a wide variety of goods and services, from standardized items like office supplies and machine lubricants to complex and costly products and services like heavy equipment, consulting services, and outsourcing services.\r\nProcurement software (often labeled as e-procurement software) manages the purchasing processes electronically or via cloud computing.","materialsDescription":" <span style=\"font-weight: bold; \">What is Procurement?</span>\r\nProcurement is, quite simply, the act of acquiring goods and/or services through a tendering, or competitive bid, process. This is where the Buyer will release a ‘contract notice’ through an electronic portal (known as e-tendering, or e-procurement software) detailing:\r\n<ul><li>The contract title and description of goods/services required.</li><li>A Specification, and/or Scope of Works.</li><li>The approximate contract value/budget.</li><li>The length of delivery required.</li><li>The location of delivery.</li><li>Details surrounding the timetable for the tendering process, including the submission deadline, site visit dates, and clarification deadlines.</li><li>The tendering documents to be completed (such as SQ / PQQ documents, ITT documents, RFPs or RFQs).</li></ul>\r\nSuppliers (of goods and/or services) will then put together a tender response in line with the provided guidelines and submit them through the provided medium. The Buyer will then assess all of the responses against the evaluation criteria they have chosen and, ultimately, a supplier will be awarded the Contract.\r\n<span style=\"font-weight: bold; \">How is Procurement different from Purchasing?</span>\r\nThe distinction between Procurement and Purchasing can be confusing if you are new to the process, as it is common to hear the terms being used interchangeably. However, in this instance the difference between Procurement and Purchasing is this:\r\nProcurement is the umbrella term for the entire process of sourcing, selecting and acquiring goods or services, from conception to conclusion.\r\nPurchasing is just one small part of the procurement process (the acquisition) and does not cover the other stages, such as the creation of the specification of works, management of the procurement process, bidding/tendering, evaluation/vetting or agreement of terms.\r\n<span style=\"font-weight: bold; \">Why is Procurement Important?</span>\r\nProcurement is an important, democratic process (when done correctly!) which is especially important to businesses for the following reasons:\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">It can save you money.</span></span> The procurement process will allow you the best chance to find a supplier (or, suppliers) who most closely matches your needs and requirements, whilst offering the best value for money. Most often, Buyers will evaluate tenders through the MEAT method (Most Economically Advantageous Tender) which involves scoring the cost the supplier has provided, scoring their quality responses and then conflating the two scores to award an overall total mark. The Supplier with the best overall mark is, therefore, the provider of the Most Economically Advantageous Tender.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">It widens the scope of your options.</span></span> As well as allowing the Buyer to find a Supplier who will offer the best value for money, the Procurement process enables Buyers to receive tenders from potential Suppliers across the country, who may offer experience and added value that local Suppliers do not, or cannot. Essentially, the Procurement process levels the playing field and allows the Buyer a better opportunity to gauge the suitability of multiple Suppliers.\r\n<span style=\"font-weight: bold;\">How could Procurement benefit your business?</span>\r\nProcurement specialists are available to advise on specifics relevant to your particular industry and business, but broadly speaking there are several reasons why breaking into Procurement could revolutionize the way you source and acquire goods and services:\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">It streamlines the workload.</span></span> If you require a new Supplier to provide an ongoing service, let’s say for 3 years, then you want to be absolutely sure that you are getting the best possible Supplier, and that they will definitely meet all of your requirements. It would be a poor use of staffing resources to dedicate personnel to researching and contacting potential businesses, which could take an inordinate amount of time and still not result in finding a Supplier that meets your requirements. By going through the Procurement process, you can streamline that normally weighty task through following these simple steps:\r\n<ul><li>Identify the need (what service/goods does your business require?).</li><li>Authorize the decision to find a Supplier who can address this need.</li><li>Establish the parameters of the proposed contract (budget/value, duration, essential vs. desirable requirements, etc).</li><li>Create the tender documentation (including the Specification / Scope of Works, Supplier Questionnaire, Instructions to Tenderers, Pricing document, etc).</li><li>Publish the tender through the public Procurement Portal of your choosing.</li><li>Evaluate the tender submissions against your chosen criteria.</li><li>Award the contract to your chosen Supplier.</li></ul>\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Ensures accountability.</span></span> When you release a detailed contract notice, with corresponding tender documents, that explicitly states your requirements and the standards that the potential Supplier needs to meet (such as minimum annual turnover, compliance with industry-specific standards and evidence of previous experience) companies can then be held fully accountable for ensuring that they meet these requirements before submitting their responses.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Prevent corruption.</span></span> By having Suppliers fill out a Supplier Questionnaire you can screen companies for information such as breaches of lawful, environmental or health and safety obligations. Additionally, you can request evidence (in the form of financial records) that they will not pose a financial risk to your operation and are capable of delivering the service. In order to pass the Supplier Questionnaire, Suppliers are required to self-certify that they meet all necessary requirements, and can be held fully accountable if this is not the case.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Procurement.png"},{"id":359,"title":"Order Management","alias":"order-management","description":" Order management is the administration of business processes related to orders for goods or services. Order management is the order-to-cash sales process that sits at the heart of any goods-based B2C and B2B company. Put simply, it’s the end-to-end cycle of receiving and processing a customer order through to fulfillment. \r\nOrder management is not conducted in isolation; it relies upon almost every department in a company: from a customer service team to the warehouse staff, the accounting department through to delivery partners. When mastered effectively, order management ensures a business’s workflow runs smoothly by establishing efficient processes to keep it moving forward; maintaining customer satisfaction and protecting a company’s reputation.\r\nOrder management involves a series of interconnected touchpoints and stakeholders who work collaboratively together to enable customers to order the right products, for the right price and receive them at the right time. The order fulfillment system (as it is also known) not only secures that order-to-cash (O2C) processes run smoothly, but also gives businesses the opportunity to build customer profiles and keep track of inventory volume and sales records.\r\nWhen scaling your business, it’s important to automate and streamline this process — otherwise, you’ll eventually be overwhelmed by the sheer number of orders coming in. An ordering system gives you a one-stop shop to view and manage all customer orders in one place.\r\nSome systems offer a two-way sync that makes sure order information is passed between your order management system and your ecommerce platform while providing you with visibility into the entire process. This can help automate the flow of sales order information to every piece of the supply chain. That means you can track the entire journey of a customer order, from the “Buy” button to delivery — and even returns.\r\nOrder processing is the process or work flow from order placement to delivery. This is a key element of order fulfillment, where reliability and accuracy lead to customer satisfaction. Steps in order processing include picking, sorting, tracking and shipping. Order processing can range from manual (hand written on an order log sheet) to highly technological and data driven (through online orders and order processing software) depending on the operation.\r\nIn order to establish a fast-moving, cost-effective and accurate order management cycle, both B2C and B2B companies are choosing to use an integrated and responsive order management system (OMS). The OMS integrates directly with a business’s ERP and is set up to work alongside the human workforce in order to obtain the most productive and profitable order management cycle possible.\r\nAn integrated order management system may encompass these modules:\r\n<ul><li>Product information (descriptions, attributes, locations, quantities)</li><li>Inventory available to promise (ATP) and sourcing</li><li>Vendors, purchasing, and receiving</li><li>Marketing (catalogs, promotions, pricing)</li><li>Customers and prospects</li><li>Order entry and customer service (including returns and refunds)</li><li>Financial processing (credit cards, billing, payment on account)</li><li>Order processing (selection, printing, picking, packing, shipping) </li></ul>","materialsDescription":"<h1 class=\"align-center\"> <span style=\"font-weight: normal;\">What is OMS software?</span></h1>\r\nAn order management system is a software system that facilitates and manages the execution of trade orders. An order management system is any tool or platform that tracks sales, orders, inventory, and fulfillment as well as enables the people, processes, and partnerships necessary for products to find their way to the customers who bought them. \r\nAn order processing system software should provide one centralized place to manage orders from all sales channels. Centralizing this in one system is critical to delivering a superior customer experience by providing order status, on-time deliveries and meeting customer expectations for buy, fulfill and return anywhere. \r\nThe right solution gives you a foundation for consistent and seamless execution across all customer, financial, inventory and supply chain touch points that drives customer satisfaction, repeat business and long-term loyalty. Additionally, order management systems can improve sales visibility and reduce delays and back orders by giving you a single view of demand, inventory and supply.\r\nAn effective order management system software lets you seamlessly orchestrate the fulfillment of products and services across virtually all your customer touch points. Without a centralized order management system, realizing a comprehensive view of demand, transactions and customers across all channels and fulfillment locations can be extremely difficult.\r\nOrder management software equips you to think beyond the inventory on hand to focus on what's available to promise to your customers. It eliminates costly and rigid inventory segmentation across channels and business units with a single, real-time, consolidated view of inventory across the enterprise, from your suppliers and manufacturing facilities to your warehouse and stores.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">How to choose the right OMS software?</span></h1>\r\n<ul><li><span style=\"font-weight: bold;\">Define your system objectives and priorities of each.</span> By doing so and discussing with your internal stakeholders, you’ll clearly understand features that are “absolute requirements” vs. ones that are “nice to have.” Don’t forget to factor in scalability and future thinking.</li><li><span style=\"font-weight: bold;\">Draft a request for proposal (RFP)</span>. This will help your team get organized and both you and the vendor(s) understand the technical requirements and limitations of the system you’re hoping to implement. Don’t forget to include order volumes, number of SKUs, current vendor landscape, existing software, hardware, and networks, a timeline for the systems acquisition process, and details on training &amp; enablement.</li><li><span style=\"font-weight: bold;\">Research systems options</span>. It’s unlikely that you’ll find an ideal fit for your business with your first contact (but how amazing would that be), so compile a list of 4-6 vendors to evaluate and reach out to for demos or trails. </li><li><span style=\"font-weight: bold;\">Review trade-offs.</span> It’s unlikely you’ll find a vendor that is a 100% fit and your final selection will be based on a number of trade-off criteria. Feature &amp; function alone shouldn’t be your sole selection criteria as you’ll want to take into account the entirety of the business relationship you’re getting into.</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">How do your customers benefit from an online order management system?</span></h1>\r\nAn online ordering software doesn’t just benefit you, though. It also benefits your customers. The system will give them a quick, convenient, and 24/7 way to place orders without having to call or email your staff, or fill out old-fashioned Excel or Word order forms. They'll have instant, online updates on the status of their orders, and they’ll have greater confidence that their orders will arrive on-time and with the correct items. An online order management system also makes your company look more professional in the eyes of your customers.Here are three ways they benefit:\r\n\r\n<ul><li><span style=\"font-weight: bold;\">They can place orders on their schedule.</span> Between managing employees, servicing customers, and marketing their business, most business owners are working on a very tight schedule. Taking the time to call or email your sales staff or meet with a sales rep can be challenging. Using an online product ordering system that allows customers to log on at their convenience and quickly choose the items they want to order goes a long way for customer service. If they place the same order on a regular basis, they can use a reorder feature which duplicates previous orders. The whole process takes a matter of seconds. So alleviate this challenge by implementing a system that allows your customers to place an order anytime.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">They can check their order status at any time.</span> One of the biggest challenges a business faces is managing their inventory. On one hand, they want to have enough inventory available to service their customers. On the other hand, they don’t want to have inventory piling up on their shelves. There’s a critical need to know with confidence when inventory will arrive.</li></ul>\r\n\r\n<ul><li> <span style=\"font-weight: bold;\">They have a higher probability of receiving the correct order in a timely manner. </span>Nothing will erode your customers' trust more than making errors on their shipments and invoices. If it happens once, that may be forgiven as a simple mistake. However, if it happens repeatedly, your customer is likely to start looking for alternative options. An online order management system with warehouse integration can send the order directly to your third party warehouse. This reduces the probability that an error will be made. The less people who handle the order information, the lower the likelihood for human error.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Order_Management.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1084,"logoURL":"https://old.roi4cio.com/fileadmin/content/OmReports.png","logo":true,"scheme":false,"title":"omReports®","vendorVerified":0,"rating":"1.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"omreportsr","companyTitle":"Omilia","companyTypes":["supplier","vendor"],"companyId":3998,"companyAlias":"omilia-conversational-intelligence","description":"<p style=\"text-align: justify;\">Просмотр ключевых показателей и статистических данных о производительности системы, что позволяет легко анализировать взаимодействие пользователей и определять области для повышения автоматизации.</p>\r\n<p style=\"text-align: justify;\">Функции omReports®</p>\r\n<ul> <li>Просмотр итогов взаимодействия для каждого канала</li> <li>Отчеты, выпущенные на ежедневной, недельной и ежемесячной основе</li> <li>Определите области для повышения автоматизации</li> <li>Применить дополнительные критерии поиска, чтобы сузить результаты и анализ</li> </ul>","shortDescription":"Omilia - веб-модуль автоматического создания отчетов, в котором представлены статистические данные об использовании приложения, что позволяет анализировать взаимодействие пользователей и измерять KPI","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":9,"sellingCount":10,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"omReports®","keywords":"области, повышения, omReports®, автоматизации, Просмотр, недельной, ежемесячной, основе","description":"<p style=\"text-align: justify;\">Просмотр ключевых показателей и статистических данных о производительности системы, что позволяет легко анализировать взаимодействие пользователей и определять области для повышения автоматизации.</p>\r\n<p style=\"text-align: just","og:title":"omReports®","og:description":"<p style=\"text-align: justify;\">Просмотр ключевых показателей и статистических данных о производительности системы, что позволяет легко анализировать взаимодействие пользователей и определять области для повышения автоматизации.</p>\r\n<p style=\"text-align: just","og:image":"https://old.roi4cio.com/fileadmin/content/OmReports.png"},"eventUrl":"","translationId":7052,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":152,"title":"Contact Center","alias":"contact-center","description":"A contact center is a central point from where you can contact.\r\nThe contact center typically includes one or more call centers but may include other types of customer contact, as well. A contact center is generally part of an enterprise's overall customer relationship management (CRM) strategy.<br />Contact centers and call centers are both centers for customer service, and the two terms are often used interchangeably, but a contact center supports more services than a typical call center.\r\nContact centers offer omnichannel customer support, including email, chat, voice over IP (VoIP) and website support. A call center typically uses phones as the main channel of communication and can handle a mass volume of calls.<br />Contact centers are used for inbound communication, outbound communication or a hybrid of both. Contact center agents also interact with customers via web chat, phone, email or other communication channels.\r\nThe contact center infrastructure that is necessary to support communications may be located on the same premises as the contact center, or it can be located externally.\r\nIn an on-premises scenario, the company that owns the contact center also owns and manages its own hardware and software. This requires staffing and IT investments that some companies choose to forgo by outsourcing those tasks to cloud providers or hosting companies.","materialsDescription":" <span style=\"font-weight: bold;\">What is a Call Center?</span>\r\nTraditionally, a call center is an office where a large number of call center agents provide customer service over the telephone. Inbound call centers receive calls for customer support and often serve as a knowledge base for tech support, billing questions, and other customer service issues. These call centers focus on quick call resolution times and agent productivity. In outbound call centers, agents make calls rather than receive them. These could be sales calls, marketing offers, surveys, fundraising requests, or debt collection, for example.\r\nThe term “call center” conjures an image for many people of waiting on perpetual hold or being routed through an endless IVR that never gives them what they need. Because so many consumers have had a dreadful customer service experience along these lines, call centers have developed a bad rap. But as legacy phone systems give way to newer digital technologies, call centers are evolving.\r\n<span style=\"font-weight: bold;\">What is a Contact Center?</span>\r\nThe term &quot;contact center&quot; (or “contact centre”) reflects the modern reality that there are many other ways to connect with a customer these days besides by telephone. The combined trends of increased customer expectations and newer technologies that allow for many channels of communication are creating a shift in the traditional call center model which has existed for decades. Consumers want more ways to reach businesses, and businesses are looking for new ways to improve customer experience.\r\nWhile call center agents generally focus on inbound and outbound calls, either on traditional phone lines or over VoIP, contact center agents handle a wide variety of communications. In a modern multichannel contact center, technical support might be delivered over in-app chat or video, while order status updates are delivered via SMS, event promotions are sent as push notifications, surveys are deployed over Facebook Messenger, and sales inquiries received by email are sent directly to an agent to connect by phone. Call centers handle voice communications, contact centers handle all communications.\r\nA company’s contact center is usually integrated with their customer relationship management (CRM) system, where all interactions between the organization and the public are tracked, coordinated, and managed. Depending on the infrastructure and ecosystem, it could be comprised of an alphabet soup of complex components. Many companies have purchased off-the-shelf systems or a highly customized network of technologies from multiple vendors. Some companies have adopted a cloud-based solution or two, but they remain siloed from the rest of their systems and can’t talk to each other.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Contact_Center1.png"},{"id":186,"title":"VoIP - Voice over Internet Protocol","alias":"voip-voice-over-internet-protocol","description":"<span style=\"font-weight: bold;\">Voice over Internet Protocol </span>(Voice over IP, VoIP) is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. Other terms commonly associated with VoIP solutions are IP telephony, Internet telephony, broadband telephony, and broadband phone service.\r\nThe term Internet telephony specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN). The steps and principles involved in originating VoIP telephone calls are similar to traditional digital telephony and involve signaling, channel setup, digitization of the analog voice signals, and encoding.\r\nInstead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs as IP packets over a packet-switched network. Such transmission entails careful considerations about resource management different from time-division multiplexing (TDM) networks.\r\n\r\n\r\n\r\n","materialsDescription":"<h1 class=\"align-center\"> What are the benefits of VoIP?</h1>\r\n VoIP technology can facilitate tasks and deliver services that might be cumbersome or costly to implement when using traditional PSTN: \r\n<ul><li>More than one phone call can be transmitted on the same broadband phone line. This way, VoIP system can facilitate the addition of telephone lines to businesses without the need for additional physical lines.</li><li>Features that are usually charged extra by telecommunication companies, such as call forwarding, caller ID or automatic redialing, are simple with voice over internet technology.</li><li>Unified Communications are secured with VoIP technology, as it allows integration with other services available on the internet such as video conversation, messaging, etc. </li></ul>\r\n<h1 class=\"align-center\">VoIP programs </h1>\r\nThere are four main types of VoIP technology. Each option has varying levels of complexity which can impact ease of implementation and maintenance.\r\n <span style=\"font-weight: bold;\">Integrated Access</span>\r\nIntegrated access is the VoIP service that most mimics the traditional phone line. With integrated access VoIP, businesses integrate VoIP software and existing, legacy phone systems. This approach lets the business keep its old number and equipment while also gaining access to advanced telecommunications features. \r\n<span style=\"font-weight: bold;\">SIP Trunks</span>\r\n Session Initial Protocol (SIP) transmits voice and video information across a data network, letting VoIP users take advantage of shared lines and increase their communications flexibility. Because all data is sent over a network, businesses can use SIP trunks to replace traditional analog phone networks or use a VoIP gateway to integrate SIP trunking with legacy phone systems. \r\n<span style=\"font-weight: bold;\">Hosted IP PBX</span>\r\n What most people envision when they think of VoIP, this VoIP solution sees a vendor host and operate the private branch exchange, offering unified communications solutions. The business connects to a hosted cloud-based PBX network via its IP network. Phone system hardware is maintained off-site by the hosted IP PBX vendor, and all responsibility for the hardware, software, maintenance, security and upgrades all falls on the hosted PBX provider. \r\n <span style=\"font-weight: bold;\">Managed IP PBX </span>\r\nSimilar to Hosted IP PBX, this version of the unified communication solution is outsourced to a third party that takes care of all management requirements, but instead of phone hardware being off-site, the equipment is housed on-premise by the business. \r\nUnderstanding these different services of VoIP communication can help a business determine the system that best suits its needs. SIP Trunks, for instance, are more attractive to those who want to install their own technology and manage it themselves, while still connecting to VoIP features.\r\n On the other hand, managed IP PBX is a good option for those who don’t have the resources to buy and operate their own VoIP systems. The Hosted IP PBX solution frees the business to select the VoIP management software that works for them and liberates them from the cost and administrative headache of maintaining both voice and data lines and the related carrier partnerships. ","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/VoIP_-_Voice_over_Internet_Protocol.png"},{"id":225,"title":"End-User Query, Reporting, and Analysis","alias":"end-user-query-reporting-and-analysis","description":" Class systems of Query &amp; Reporting are designed to form queries to information systems in user terms, as well as their execution, integration of data from different sources, viewing data with the possibilities of detailing and summarizing and building full-fledged reports, both on-screen and printed. Visualization of query results can be presented to the user in various forms - flat or multidimensional tables, graphs, charts, various specialized interfaces.\r\nEnd-user tools for querying and building reports are delivered in two ways:\r\n<ul><li>as part of OLAP-systems</li><li>in the form of specialized Query &amp; Reporting</li></ul>\r\nVirtually every OLAP class system is equipped with Query &amp; Reporting. These funds can be either embedded in the main product or separated into a separate product.\r\nThere are also specialized systems for generating and distributing reports. At the same time, these systems incorporate their own OLAP-means. Therefore, to draw a clear line between OLAP-systems and systems of class Query &amp; Reporting is almost impossible.","materialsDescription":" <span style=\"font-weight: bold; \">What are the reporting tools?</span>\r\nReporting tools are widely used to support decision making and to measure organizational and team performance. Companies use them for financial consolidation, for evaluation of strategies and policies and often just for plain reporting. Today most of these tools are integrated with Business Intelligence tools.\r\n<span style=\"font-weight: bold; \">What are the advantages of these tools for your organization?</span>\r\nReporting tools allow companies to create attractive reports easily. In tabular or graphical format. With data from Excel, a data warehouse or the organization’s ERP system. With the reports containing the right information, people are able to manage and improve the business processes more easily.\r\n<span style=\"font-weight: bold; \">Which reporting tools are available in the market?</span>\r\nThere are many Business Intelligence Reporting tools in the market available. This list of reporting tools shows you a complete overview of all the major tools currently available and thoroughly studied by our industry analysts. To name a few: Cognos Query and reporting, Oracle Enterprise Reporting, Crystal Reports, Microsoft Reporting Services (SSRS), etc.\r\n<span style=\"font-weight: bold; \">Is there a difference between reporting tools and BI tools?</span>\r\nAlmost every company, large or small, needs a reporting tool or they have already one in place. But, what is the difference between reporting software and Business Intelligence tools? They are not the same. In general reporting tools tell us where we have been but are not very good at analyzing data (at real time) and telling us where we are going (predictive).\r\n<span style=\"font-weight: bold;\">What is the difference between a query and a report?</span>\r\nA query is a way to create a list of accounts or journal entries that match your criteria. Requests serve as an advanced search engine that finds and groups accounts or journal entries and can only create a list.\r\nA report is a detailed report of a group of accounts or journal entries. Reports analyze data and are designed to calculate and present data in a more formal form.\r\nTypically, a query finds information in the database for you, and a report is a more powerful way to display and analyze information about the accounts or log entries you want to view.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/End-User_Query__Reporting__and_Analysis.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1342,"logoURL":"https://old.roi4cio.com/fileadmin/user_upload/Zendesk.png","logo":true,"scheme":false,"title":"Zendesk Support","vendorVerified":0,"rating":"1.00","implementationsCount":3,"suppliersCount":0,"supplierPartnersCount":1,"alias":"zendesk-support","companyTitle":"Zendesk","companyTypes":["supplier","vendor"],"companyId":4140,"companyAlias":"zendesk","description":"<span style=\"font-weight: bold;\">Customer service for humans</span>\r\nBuild trust with customers by offering responsive, personalized, support on the channels they prefer.\r\n\r\n<span style=\"font-weight: bold;\">Powerfully productive agents</span>\r\nSet agents up for success with effective tools for collaboration, information gathering, and automation.\r\n\r\n<span style=\"font-weight: bold;\">Self-service satisfaction</span>\r\nGive customers 24/7 support with easy access to the answers they need, wherever they are.\r\n<span style=\"font-weight: bold;\"><br /></span> <span style=\"font-weight: bold;\">Easy does it</span> Relationships with customers can be complex, but the tools to manage them shouldn’t be. Zendesk Support is intuitive, built with customer support agents in mind. And set-up takes days, not months, which means less training for agents and happier teams overall.\r\n<span style=\"font-weight: bold;\"><br /></span> <span style=\"font-weight: bold;\">Make it yours</span> Zendesk Support is designed to be flexible because no two businesses are exactly alike. Configure any workflow, from the simplest to the most complex, extend your agent’s help desk with hundreds of available apps, or design sophisticated customizations with our API. Everything is possible.\r\n<span style=\"font-weight: bold;\"><br /></span> <span style=\"font-weight: bold;\">Come to a better understanding</span> Zendesk Support provides clear visibility into customer interactions, which helps better serve their needs. This is important because personalized service requires greater context. Using our customer analytics and machine learning capabilities, you can better understand and predict customer satisfaction, measure performance, and uncover actionable insights across your data.\r\n<span style=\"font-weight: bold;\"><br /></span> <span style=\"font-weight: bold;\">Our people are your people</span> Zendesk Support is backed up by a team of experts. Our Advocate Team offers worldwide support across email, phone, and chat – helping you solve problems, not just tickets. Our Success Team can also work as an extension of your team. Through focused service engagements, we can set goals and create strategies across all stages of growth to optimize the experience for your customers.\r\n\r\n\r\n<b>The interface is the place</b>\r\nWhen you can access all relevant data and activity from a single interface, it’s easy for teams to track customer conversations and pick up where they left off. With Zendesk Support, you have everything you need for better customer conversations, all in one place.\r\n\r\n\r\n<b>Multichannel</b>\r\nZendesk Support brings conventional and emerging channels together, making it easy to connect with customers on their own terms.\r\n\r\n\r\nMultilingual\r\nLocalized support content in over 40 languages can be dynamically applied everywhere – automations, macros, triggers, and knowledge base articles.\r\n\r\n\r\nMultibrand\r\nUnique help centers, support channels, and business rules for multiple brands, regions, or products managed within a single help desk.\r\n\r\n<b>Business Rules</b>\r\nInitiate process triggered by ticket changes or time-based conditions. Start with our built-in best practices and customize to fit any workflow, from simple to the most complex.\r\n\r\n\r\n<b>Macros</b>\r\nCreate and share macros in order to quickly respond with a standard response and set of actions to common requests.\r\n\r\n\r\n<b>Views</b>\r\nCustomizable views let agents see their queue based on ticket status, assignee, group, or other conditions.\r\n\r\n\r\n<b>Ticket forms</b>\r\nDynamic request forms quickly give agents the right context, so they’re prepared to offer personalized customer support.\r\n\r\n\r\nOn schedule\r\nCoordinate your team’s efforts with scheduled business hours, time tracking, and SLAs measured to the minute to ensure you don’t miss a beat.\r\n\r\n\r\n<b>Collaboration</b>\r\nAgents can CC coworkers and share information using internal notes on tickets. Live editing shows who is viewing a ticket and any changes they make in real-time.\r\n","shortDescription":"Zendesk Support is a beautifully simple system for tracking, prioritizing, and solving customer support tickets","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":20,"sellingCount":18,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Zendesk Support","keywords":"with, agents, Zendesk, customer, support, Support, your, customers","description":"<span style=\"font-weight: bold;\">Customer service for humans</span>\r\nBuild trust with customers by offering responsive, personalized, support on the channels they prefer.\r\n\r\n<span style=\"font-weight: bold;\">Powerfully productive agents</span>\r\nSet agents up fo","og:title":"Zendesk Support","og:description":"<span style=\"font-weight: bold;\">Customer service for humans</span>\r\nBuild trust with customers by offering responsive, personalized, support on the channels they prefer.\r\n\r\n<span style=\"font-weight: bold;\">Powerfully productive agents</span>\r\nSet agents up fo","og:image":"https://old.roi4cio.com/fileadmin/user_upload/Zendesk.png"},"eventUrl":"","translationId":1343,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":" Customer service is the process of ensuring customer satisfaction with a product or service. Often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item. Customer service can take the form of in-person interaction, a phone call, self-service systems, or by other means.\r\nCustomer service is an important part of maintaining ongoing client relationships, which is key to continuing revenue. For this reason, many companies have worked hard to increase their customer satisfaction levels.\r\nMost successful businesses recognize the importance of providing outstanding customer service. Courteous and empathetic interaction with a trained customer service representative can mean the difference between losing or retaining a customer.\r\nWhen problems arise, customers should receive timely attention to the issue. Prompt attention to emails and phone calls is critical to maintaining good relations. Requiring customers to stand in long lines or sit on hold can sour an interaction before it begins.\r\nIdeally, customer service should be a one-stop endeavor for the consumer. For example, if a customer calls a helpline regarding a problem with a product, the customer service representative should follow through with the customer until the issue is fully resolved.\r\nThis may entail scheduling appointments with in-person repair personnel if the problem cannot be resolved on the phone, or transferring a call to skilled technicians in another department. Proactively following up with the customer to ensure that he or she is fully satisfied is another smart move.","materialsDescription":" What are customer service standards?\r\nCustomer service standards are an internal corporate set of rules governing the company's customer service activities, an algorithm for communicating with customers, and general standards for responding to unusual situations. The standard of customer service is an integral part of the corporate standard of the company.\r\nFunctions of customer service standards:\r\n<ol><li>To order. The client does not encounter problems, does not see them, which means that he is confident that all the staff without exception are professionals who know their business.</li><li>To control. It is difficult to assess and monitor the work of each manager if there are no clear criteria for evaluation. At the same time, the implementation of the sales plan cannot be the only parameter of the assessment; you need to know whether the manager of customer service standards adopted in this company adheres.</li><li>To adapt. Among other things, the availability of customer service standards simplifies the procedure.</li></ol>\r\nCustomer service standards are effective if the customer does not see the difference between the work of two (or more) managers, and sees only “proprietary” service, always the same, regardless of any external factors or circumstances. The customer service standard, which has been tested in practice, backed up by experience (perhaps even someone else's), created on the basis of analytical studies and recognized methods, can be called &quot;gold&quot;. It allows you to increase profits, improve the image of the company, attract new customers.\r\nCustomer service standards are an important part of the company's brand. But, in addition, the standards are necessary and other units, in particular, the department to work with staff. Therefore, their development must take into account the needs of all interested services of the company.\r\n<span style=\"font-weight: bold; \">What is the purpose of introducing customer service standards in the company?</span>\r\nThe objectives of implementing the standards are as follows:\r\n<ul><li>For employees with experience: minimize the number of erroneous and unnecessary actions. The result of this will be saving time of each employee (no errors - no need to spend time correcting them). And, as a result, increased productivity.</li><li>For novice employees: customer service standards allow you to transfer the necessary knowledge in the most concise manner and in a short time.</li><li>For the company: the abolition of dependence on the old-timers. Not all employees who have worked in the company for many years (or even since the day of foundation) are able to resist the so-called star disease. Having knowledge and experience, a person loses the ability to objectively evaluate his work, he begins to think that he is the best manager in the company. It can end very badly - in the event of dismissal, such an employee will take the base, and turn clients against the company. Standards for customer service are needed to ensure that all employees can be assessed on a single scale, based on the actual benefits they bring to the company, as well as the attitude of the employee to the company.</li><li>For the company: the uniformity of control activities of managers. Standards are unequivocal, exclude double interpretations, and therefore cannot cause controversy about the rightness of an employee or employer.</li><li>For managers: the standards of uniform customer service are the same for all managers, and this makes it possible to make the pay of each manager absolutely transparent and intelligible. Realizing that there will be no double interpretations, the manager may not be afraid that he will be paid less than expected - all his mistakes and achievements are immediately visible and understandable.</li></ul>\r\n<span style=\"font-weight: bold; \">The application of service standards allows you:</span>\r\n<ul><li>to develop a company style in dealing with clients;</li><li>to increase the effectiveness of the work of managers with new customers;</li><li>to bring the quality of communication with customers to a higher level;</li><li>to create a positive opinion of the company about the company, so that it can be recommended to its acquaintances, thus increasing the number of potential and then real customers;</li><li>to minimize conflicts between the manager and the customer;</li><li>to develop a technology for training newcomers;</li><li>to transfer the assessment of the work of the manager from the subjective to the objective, transparent and understandable to everyone;</li><li>to establish a procedure for controlling the work of personnel;</li><li>to increase the motivation of managers to work.</li></ul>\r\n<span style=\"font-weight: bold;\">Benefits of applying service standards</span>\r\n<ul><li>The accumulation of experience: the entire base focuses on the company, and not on the hands of managers, &quot;old-timers.&quot; Thus, the departure of one or several “old” employees does not become a “natural disaster” for the company.</li><li>Motivation, analysis and control: customer service standards make it possible to develop a transparent scheme of managers' motivation based on a clear, almost mathematical analysis of their work. The sales process is optimized.</li><li>Setting goals. With the help of standards, the company has the ability to set clear, reasonable plans. This allows you to keep the atmosphere in the team friendly and stable, and the lack of &quot;muffled&quot; tasks - to increase the loyalty of managers to the company.</li><li>Standards of customer service is a fairly mobile system that allows you to immediately detect errors in working with clients and quickly eliminate them. In addition, at any stage of working with a client, the head of the sales department can intervene in the process, noticing an error in the work of the manager, and even be proactive in order to prevent an error to which the manager is heading.</li><li>Quick and easy start for beginners. Customer service standards are actually a knowledge base, collected, analyzed, and streamlined. Such information is easily transmitted and assimilated by beginners, which means that the beginner quickly gets to work and starts to make a profit. In addition, a newbie will not spoil relations with a client by awkward actions, since he already knows what to do in any conflict and problem situations.</li><li>Customer confidence. Customer service standards allow the latter to feel confident in the company - no matter where the customer is, he will always easily recognize “his” company by brand features and can be absolutely sure that in a small town they will be served as qualitatively as in a million-plus city, because that the company is well aware of their work. So, such a company can be trusted.</li></ul>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Customer_Service.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1348,"logoURL":"https://old.roi4cio.com/fileadmin/user_upload/Zendesk.png","logo":true,"scheme":false,"title":"Zendesk Talk","vendorVerified":0,"rating":"1.00","implementationsCount":1,"suppliersCount":0,"supplierPartnersCount":1,"alias":"zendesk-talk","companyTitle":"Zendesk","companyTypes":["supplier","vendor"],"companyId":4140,"companyAlias":"zendesk","description":"<span style=\"font-weight: bold;\">Smooth operator</span>\r\nTalk is cloud-based call center software built right into the Zendesk Support ticketing system, allowing customer service teams to provide phone support from the same platform they use to manage all other channels. With full customer history, automatic ticket creation, and call recording, agents can focus on conversations instead of workflow.\r\n\r\n<span style=\"font-weight: bold;\">Text by Zendesk</span>\r\n<ul><li><span style=\"font-weight: bold;\">Skip the small talk.</span> For quick questions and easy updates, start texting with your customers. Text lets agents receive texts, automate alerts, and send proactive messages. Each conversation becomes a ticket — with built-in workflows, reporting, and full customer history. Best of all, there’s no coding or additional software required.</li><li><span style=\"font-weight: bold;\">Keep in touch.</span> Having the right tools is the key to keeping phone support running smoothly. Talk offers flexible IVR, group routing, and real-time queue monitoring to avoid bottlenecks. And with analytics that deliver insight into what’s happening, support teams can continue to provide flexible, powerful support as businesses grow and change.</li><li><span style=\"font-weight: bold;\">Come as you are.</span> Talk is a VoIP system, so setup only takes a few minutes. There’s no need to hire additional technicians, retrain agents, or engage new vendors. The only thing a support team needs to get started is an internet connection, a headset, and ears that are ready to listen.</li></ul>\r\n\r\n<span style=\"font-weight: bold;\">The basics</span>\r\n<ul><li><span style=\"font-weight: bold;\">Local and toll-free numbers. </span>Choose a toll free or local number from over 40 countries or port in an existing number.</li><li><span style=\"font-weight: bold;\">Inbound and outbound calling. </span>Receive unlimited inbound calls from customers. Follow up or provide proactive support with outbound calls.</li><li><span style=\"font-weight: bold;\">Unlimited concurrent calls.</span> Make and receive unlimited concurrent calls to support multiple conversations with one phone number.</li><li><span style=\"font-weight: bold;\">Voicemail.</span> Allow customers to leave voicemails that create tickets with optional transcriptions. Create custom triggers and workflows for quick follow-up and resolution.</li><li><span style=\"font-weight: bold;\">Customized greetings.</span> Offer branded or localized experiences with multiple greetings for different brands, departments and phone numbers. Record new messages or upload existing audio files for voicemail greetings, available agents, wait, hold and IVR messages.</li></ul>\r\n\r\n<span style=\"font-weight: bold;\">Making and taking calls</span>\r\n<ul><li>Browser-based. Answer or make calls in the Zendesk browser, without any additional phone hardware or equipment.</li><li>Forward to phone. Forward calls to an external number, providing agents the flexibility to take calls from mobile phones or landlines.</li><li>Automatic ticket creation. Zendesk automatically turns calls and voicemails into tickets for easy record keeping and issue resolution.</li><li>Warm transfer. Warm transfer lets agents consult with a new agent before handing off, to make sure the receiving agent is available and ready to help.</li><li>Call control. Mute and unmute as needed from the call console. Place a caller on hold from the call console to consult with another agent or track down other information.</li><li>Call recording. Record inbound and outbound calls for easy reference, troubleshooting and QA.</li><li>Caller ID and history. Automatically surface customer details, including full interaction history from previous emails, chats and other channels, for seamless and personal support.</li></ul>\r\n\r\n<span style=\"font-weight: bold;\">Routing and queueing calls</span>\r\n<ul><li>IVR systems. Route customers to the right agent or department and provide recorded responses for frequently asked questions with multi-level interactive voice response (IVR) systems.</li><li>Group routing. Group routing directs calls to specific groups or a set of groups in Zendesk, so that callers are connected with the right agent.</li><li>Round-robin routing. Ensure that calls are always routed to an available agent rather than being lost or sent to voicemail and evenly distributed among support team members.</li><li>Call queues. Set a maximum wait time and queue size to determine how many incoming callers will be kept waiting for an available agent. New calls that exceed the limits are directed to voicemail.</li><li>Business hours. Define business hours to let customers know your phone support availability. Calls received outside of business hours are sent to voicemail.</li><li>Callback from queue. Allow customers to request a callback instead of waiting in a queue for a live agent.</li></ul>\r\n\r\n<span style=\"font-weight: bold;\">Text</span>\r\n<ul><li>Local and toll-free numbers. Choose a toll-free or local number for text support. Where available, use the same phone number for Talk and Text.</li><li>Inbound SMS. Receive and respond to inbound text (SMS, or short message service) messages from customers. Inbound texts automatically create tickets, and agent replies are sent as texts.</li><li>Inbound MMS. Receive inbound MMS (multimedia messaging service) so customers can send you photos and emojis.</li><li>Outbound SMS.&nbsp;Send outbound texts in response to your customers’ texts, or create tickets to send proactive outbound texts using triggers and notifications.</li><li>SMS notifications. Use triggers to automatically send SMS notifications to customers or agents based on ticket actions.</li><li>Support workflow. Apply time-saving tools like macros, triggers, and other business automations — so you can scale up your text support easily.</li><li>Views and Reporting. Text is a channel inside Zendesk Support, so you can manage text support with views and ticket-level reporting.</li></ul>\r\n\r\n<span style=\"font-weight: bold;\">Monitoring and Reporting</span>\r\n<ul><li>Real-time dashboards. Zendesk supports real-time decisions with real-time call data. Interactive dashboards crunch team data down to a granular level, including wait time, hold time, and abandoned calls, so managers can adapt in-the-moment to fluctuations in call volume.</li><li>Advanced analytics. Track and measure operational performance. Insights help you understand how voice support fits into your multi-channel support strategy.</li><li>Call monitoring and barging. Ensure call quality and train agents – managers may listen or &quot;barge&quot; into ongoing calls between customers and agents.</li></ul>\r\n\r\n<span style=\"font-weight: bold;\">Reliability and Services</span>\r\n<ul><li>Failover. Failover automatically forwards incoming calls to an alternate number in the unlikely event of a Zendesk outage, ensuring important calls always come through.</li><li>Global Low Latency. Zendesk Talk is built on enterprise-grade technology with Global Low Latency (GLL) architecture and redundant, clustered architecture for enhanced reliability and high availability.</li><li>Talk Usage 99.95% SLA. We back our 99.95% usage SLA with service credits and help teams troubleshoot and prevent outages with monthly diagnostics.</li><li>Twilio infrastructure. Zendesk Talk is built on the Twilio cloud communication platform. Twilio is a leading IaaS company that powers communications for companies including WalMart, Coca-Cola, Uber and Salesforce.com.</li></ul>","shortDescription":"Zendesk Talk will support you at every stage of your call center development. When customers get help over the phone, agents can resolve complex issues faster and deliver personalized support. Make those conversations happen easily and efficiently with Zendesk Talk. \r\n\r\n","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":18,"sellingCount":14,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Zendesk Talk","keywords":"calls, with, support, Zendesk, customers, agent, from, agents","description":"<span style=\"font-weight: bold;\">Smooth operator</span>\r\nTalk is cloud-based call center software built right into the Zendesk Support ticketing system, allowing customer service teams to provide phone support from the same platform they use to manage all othe","og:title":"Zendesk Talk","og:description":"<span style=\"font-weight: bold;\">Smooth operator</span>\r\nTalk is cloud-based call center software built right into the Zendesk Support ticketing system, allowing customer service teams to provide phone support from the same platform they use to manage all othe","og:image":"https://old.roi4cio.com/fileadmin/user_upload/Zendesk.png"},"eventUrl":"","translationId":1349,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A contact center is a central point from where you can contact.\r\nThe contact center typically includes one or more call centers but may include other types of customer contact, as well. A contact center is generally part of an enterprise's overall customer relationship management (CRM) strategy.<br />Contact centers and call centers are both centers for customer service, and the two terms are often used interchangeably, but a contact center supports more services than a typical call center.\r\nContact centers offer omnichannel customer support, including email, chat, voice over IP (VoIP) and website support. A call center typically uses phones as the main channel of communication and can handle a mass volume of calls.<br />Contact centers are used for inbound communication, outbound communication or a hybrid of both. Contact center agents also interact with customers via web chat, phone, email or other communication channels.\r\nThe contact center infrastructure that is necessary to support communications may be located on the same premises as the contact center, or it can be located externally.\r\nIn an on-premises scenario, the company that owns the contact center also owns and manages its own hardware and software. This requires staffing and IT investments that some companies choose to forgo by outsourcing those tasks to cloud providers or hosting companies.","materialsDescription":" <span style=\"font-weight: bold;\">What is a Call Center?</span>\r\nTraditionally, a call center is an office where a large number of call center agents provide customer service over the telephone. Inbound call centers receive calls for customer support and often serve as a knowledge base for tech support, billing questions, and other customer service issues. These call centers focus on quick call resolution times and agent productivity. In outbound call centers, agents make calls rather than receive them. These could be sales calls, marketing offers, surveys, fundraising requests, or debt collection, for example.\r\nThe term “call center” conjures an image for many people of waiting on perpetual hold or being routed through an endless IVR that never gives them what they need. Because so many consumers have had a dreadful customer service experience along these lines, call centers have developed a bad rap. But as legacy phone systems give way to newer digital technologies, call centers are evolving.\r\n<span style=\"font-weight: bold;\">What is a Contact Center?</span>\r\nThe term &quot;contact center&quot; (or “contact centre”) reflects the modern reality that there are many other ways to connect with a customer these days besides by telephone. The combined trends of increased customer expectations and newer technologies that allow for many channels of communication are creating a shift in the traditional call center model which has existed for decades. Consumers want more ways to reach businesses, and businesses are looking for new ways to improve customer experience.\r\nWhile call center agents generally focus on inbound and outbound calls, either on traditional phone lines or over VoIP, contact center agents handle a wide variety of communications. In a modern multichannel contact center, technical support might be delivered over in-app chat or video, while order status updates are delivered via SMS, event promotions are sent as push notifications, surveys are deployed over Facebook Messenger, and sales inquiries received by email are sent directly to an agent to connect by phone. Call centers handle voice communications, contact centers handle all communications.\r\nA company’s contact center is usually integrated with their customer relationship management (CRM) system, where all interactions between the organization and the public are tracked, coordinated, and managed. Depending on the infrastructure and ecosystem, it could be comprised of an alphabet soup of complex components. Many companies have purchased off-the-shelf systems or a highly customized network of technologies from multiple vendors. Some companies have adopted a cloud-based solution or two, but they remain siloed from the rest of their systems and can’t talk to each other.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Contact_Center1.png"},{"id":186,"title":"VoIP - Voice over Internet Protocol","alias":"voip-voice-over-internet-protocol","description":"<span style=\"font-weight: bold;\">Voice over Internet Protocol </span>(Voice over IP, VoIP) is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. Other terms commonly associated with VoIP solutions are IP telephony, Internet telephony, broadband telephony, and broadband phone service.\r\nThe term Internet telephony specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN). The steps and principles involved in originating VoIP telephone calls are similar to traditional digital telephony and involve signaling, channel setup, digitization of the analog voice signals, and encoding.\r\nInstead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs as IP packets over a packet-switched network. Such transmission entails careful considerations about resource management different from time-division multiplexing (TDM) networks.\r\n\r\n\r\n\r\n","materialsDescription":"<h1 class=\"align-center\"> What are the benefits of VoIP?</h1>\r\n VoIP technology can facilitate tasks and deliver services that might be cumbersome or costly to implement when using traditional PSTN: \r\n<ul><li>More than one phone call can be transmitted on the same broadband phone line. This way, VoIP system can facilitate the addition of telephone lines to businesses without the need for additional physical lines.</li><li>Features that are usually charged extra by telecommunication companies, such as call forwarding, caller ID or automatic redialing, are simple with voice over internet technology.</li><li>Unified Communications are secured with VoIP technology, as it allows integration with other services available on the internet such as video conversation, messaging, etc. </li></ul>\r\n<h1 class=\"align-center\">VoIP programs </h1>\r\nThere are four main types of VoIP technology. Each option has varying levels of complexity which can impact ease of implementation and maintenance.\r\n <span style=\"font-weight: bold;\">Integrated Access</span>\r\nIntegrated access is the VoIP service that most mimics the traditional phone line. With integrated access VoIP, businesses integrate VoIP software and existing, legacy phone systems. This approach lets the business keep its old number and equipment while also gaining access to advanced telecommunications features. \r\n<span style=\"font-weight: bold;\">SIP Trunks</span>\r\n Session Initial Protocol (SIP) transmits voice and video information across a data network, letting VoIP users take advantage of shared lines and increase their communications flexibility. Because all data is sent over a network, businesses can use SIP trunks to replace traditional analog phone networks or use a VoIP gateway to integrate SIP trunking with legacy phone systems. \r\n<span style=\"font-weight: bold;\">Hosted IP PBX</span>\r\n What most people envision when they think of VoIP, this VoIP solution sees a vendor host and operate the private branch exchange, offering unified communications solutions. The business connects to a hosted cloud-based PBX network via its IP network. Phone system hardware is maintained off-site by the hosted IP PBX vendor, and all responsibility for the hardware, software, maintenance, security and upgrades all falls on the hosted PBX provider. \r\n <span style=\"font-weight: bold;\">Managed IP PBX </span>\r\nSimilar to Hosted IP PBX, this version of the unified communication solution is outsourced to a third party that takes care of all management requirements, but instead of phone hardware being off-site, the equipment is housed on-premise by the business. \r\nUnderstanding these different services of VoIP communication can help a business determine the system that best suits its needs. SIP Trunks, for instance, are more attractive to those who want to install their own technology and manage it themselves, while still connecting to VoIP features.\r\n On the other hand, managed IP PBX is a good option for those who don’t have the resources to buy and operate their own VoIP systems. The Hosted IP PBX solution frees the business to select the VoIP management software that works for them and liberates them from the cost and administrative headache of maintaining both voice and data lines and the related carrier partnerships. ","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/VoIP_-_Voice_over_Internet_Protocol.png"},{"id":337,"title":"Sales","alias":"sales","description":" Sales are activities related to selling or the number of goods or services sold in a given targeted time period.\r\nThe seller, or the provider of the goods or services, completes a sale in response to an acquisition, appropriation, requisition, or a direct interaction with the buyer at the point of sale. There is a passing of title (property or ownership) of the item, and the settlement of a price, in which agreement is reached on a price for which transfer of ownership of the item will occur. The seller, not the purchaser, typically executes the sale and it may be completed prior to the obligation of payment. In the case of indirect interaction, a person who sells goods or service on behalf of the owner is known as a salesman or saleswoman or salesperson, but this often refers to someone selling goods in a store/shop, in which case other terms are also common, including salesclerk, shop assistant, and retail clerk.\r\nIn common law countries, sales are governed generally by the common law and commercial codes. In the United States, the laws governing sales of goods are somewhat uniform to the extent that most jurisdictions have adopted Article 2 of the Uniform Commercial Code, albeit with some non-uniform variations.\r\nA person or organization expressing an interest in acquiring the offered item of value is referred to as a potential buyer, prospective customer, or prospect. Buying and selling are understood to be two sides of the same &quot;coin&quot; or transaction. Both seller and buyer engage in a process of negotiation to consummate the exchange of values. The exchange, or selling, process has implied rules and identifiable stages. It is implied that the selling process will proceed fairly and ethically so that the parties end up nearly equally rewarded. The stages of selling, and buying, involve getting acquainted, assessing each party's need for the other's item of value, and determining if the values to be exchanged are equivalent or nearly so, or, in buyer's terms, &quot;worth the price&quot;. Sometimes, sellers have to use their own experiences when selling products with appropriate discounts.\r\nAlthough the skills required are different, from a management viewpoint, sales is a part of marketing. Sales often form a separate grouping in a corporate structure, employing separate specialist operatives known as salespersons (singular: salesperson). Selling is considered by many to be a sort of persuading &quot;art&quot;. Contrary to popular belief, the methodological approach of selling refers to a systematic process of repetitive and measurable milestones, by which a salesman relates his or her offering of a product or service in return enabling the buyer to achieve their goal in an economic way.","materialsDescription":" <span style=\"font-weight: bold;\">What's the Difference Between Sales and Marketing?</span>\r\nSales and Marketing: two terms we often hear together when working with mid-size companies. In some ways, this is logical because the two need to work together. But in fact, Sales and Marketing are two very different functions and require very different skills.\r\nBusiness leaders know what Operations are; they make stuff. They know what Accounting is; they record and control the money. And they know what Sales do; they sell stuff. So if you are not making stuff, selling stuff, or recording the money—what is marketing and why do you need it?\r\nWhat's the difference between Sales and Marketing? To answer this question, let's define what Sales and Marketing are separately and how they support one another.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">What is Marketing? Aligning with Customers, Now and for the Future</span></span>\r\nA key job of Marketing is to understand the marketplace from the perspective of the customer looking back towards the company and helping lead the company where it should be in the future. Marketing’s job is to direct the organization toward the segments, or groups of customers and channels where the company can profitably compete. It should help the organization see how it needs to modify its product offerings, pricing, and communication so that it meets the needs of the distribution channel or end customers.\r\nMarketing also needs to convert the market understanding into tools and tactics to attract the market, build (often digital) relationships, and develop leads. Without Sales, Marketing efforts run short. Marketing directs Sales as to where they should be hunting and what ammo to use. Note, however, that if Marketing becomes a sales support function focused only on the now, the future can become lost.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Without Marketing, Sales Suffers</span></span>\r\nNot even the best hunter can bring home dinner if they are shooting blanks at decoys. Markets are constantly changing. The job of marketing is to stay ahead of the changes and help the hunters see where they should be hunting and provide them with the right ammunition. If Marketing is only focused on delivering the ammunition for today, nobody will see where the industry is moving or where the company needs to hunt next. This limits growth not only for Sales and Marketing but also for your entire organization.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Can You be Both Sales and Marketing?</span></span>\r\nIn all my years, working for companies that ranged from Fortune 100 to mid-size companies I have never met anyone who was really good at both sales and marketing. I have held the title of VP of Sales and Marketing, managing a 500 person sales and merchandising force. I was really a marketing person with sales authority. The skills required to focus on the now and the push of sales are different. In many ways, they are contrary to the skills of looking to the future and the customer perspective of marketing.\r\nEvery Sales organization feels they have a good understanding of their customers. But every Sales conversation with a customer has a sales transaction lurking in the background. Therefore, customers can never be completely open about their needs and want when talking to a sales person.\r\nFor a company to really grow, someone must have the job of looking out the window towards where the company needs to go in the future. For many companies, this is the job of the CEO and Sales hires someone to do some sales support and gives them a marketing title. But as companies grow, the job of CEO starts to become a full-time job in itself and the strategic role of Marketing gets short-changed. A study of mid-size companies by the University of Texas showed that companies that separated the roles of Marketing and Sales were much more likely to grow faster than the industry average.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Sales and Marketing: Today and the Future</span></span>\r\nSales need to be focused on the now. You can’t run a company unless your sales team is focused on bringing in today’s business. But you can’t really ask your Sales leaders where the company should go next and to develop the 18-month plan to get there without losing focus on today’s revenue. Besides, if your sales executive was really good at developing future-focused business strategies and tying that strategy to the plans and tools of marketing to make it happen, they would be a marketing person and not a now-focused sales person.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Sales.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":" Customer service is the process of ensuring customer satisfaction with a product or service. Often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item. Customer service can take the form of in-person interaction, a phone call, self-service systems, or by other means.\r\nCustomer service is an important part of maintaining ongoing client relationships, which is key to continuing revenue. For this reason, many companies have worked hard to increase their customer satisfaction levels.\r\nMost successful businesses recognize the importance of providing outstanding customer service. Courteous and empathetic interaction with a trained customer service representative can mean the difference between losing or retaining a customer.\r\nWhen problems arise, customers should receive timely attention to the issue. Prompt attention to emails and phone calls is critical to maintaining good relations. Requiring customers to stand in long lines or sit on hold can sour an interaction before it begins.\r\nIdeally, customer service should be a one-stop endeavor for the consumer. For example, if a customer calls a helpline regarding a problem with a product, the customer service representative should follow through with the customer until the issue is fully resolved.\r\nThis may entail scheduling appointments with in-person repair personnel if the problem cannot be resolved on the phone, or transferring a call to skilled technicians in another department. Proactively following up with the customer to ensure that he or she is fully satisfied is another smart move.","materialsDescription":" What are customer service standards?\r\nCustomer service standards are an internal corporate set of rules governing the company's customer service activities, an algorithm for communicating with customers, and general standards for responding to unusual situations. The standard of customer service is an integral part of the corporate standard of the company.\r\nFunctions of customer service standards:\r\n<ol><li>To order. The client does not encounter problems, does not see them, which means that he is confident that all the staff without exception are professionals who know their business.</li><li>To control. It is difficult to assess and monitor the work of each manager if there are no clear criteria for evaluation. At the same time, the implementation of the sales plan cannot be the only parameter of the assessment; you need to know whether the manager of customer service standards adopted in this company adheres.</li><li>To adapt. Among other things, the availability of customer service standards simplifies the procedure.</li></ol>\r\nCustomer service standards are effective if the customer does not see the difference between the work of two (or more) managers, and sees only “proprietary” service, always the same, regardless of any external factors or circumstances. The customer service standard, which has been tested in practice, backed up by experience (perhaps even someone else's), created on the basis of analytical studies and recognized methods, can be called &quot;gold&quot;. It allows you to increase profits, improve the image of the company, attract new customers.\r\nCustomer service standards are an important part of the company's brand. But, in addition, the standards are necessary and other units, in particular, the department to work with staff. Therefore, their development must take into account the needs of all interested services of the company.\r\n<span style=\"font-weight: bold; \">What is the purpose of introducing customer service standards in the company?</span>\r\nThe objectives of implementing the standards are as follows:\r\n<ul><li>For employees with experience: minimize the number of erroneous and unnecessary actions. The result of this will be saving time of each employee (no errors - no need to spend time correcting them). And, as a result, increased productivity.</li><li>For novice employees: customer service standards allow you to transfer the necessary knowledge in the most concise manner and in a short time.</li><li>For the company: the abolition of dependence on the old-timers. Not all employees who have worked in the company for many years (or even since the day of foundation) are able to resist the so-called star disease. Having knowledge and experience, a person loses the ability to objectively evaluate his work, he begins to think that he is the best manager in the company. It can end very badly - in the event of dismissal, such an employee will take the base, and turn clients against the company. Standards for customer service are needed to ensure that all employees can be assessed on a single scale, based on the actual benefits they bring to the company, as well as the attitude of the employee to the company.</li><li>For the company: the uniformity of control activities of managers. Standards are unequivocal, exclude double interpretations, and therefore cannot cause controversy about the rightness of an employee or employer.</li><li>For managers: the standards of uniform customer service are the same for all managers, and this makes it possible to make the pay of each manager absolutely transparent and intelligible. Realizing that there will be no double interpretations, the manager may not be afraid that he will be paid less than expected - all his mistakes and achievements are immediately visible and understandable.</li></ul>\r\n<span style=\"font-weight: bold; \">The application of service standards allows you:</span>\r\n<ul><li>to develop a company style in dealing with clients;</li><li>to increase the effectiveness of the work of managers with new customers;</li><li>to bring the quality of communication with customers to a higher level;</li><li>to create a positive opinion of the company about the company, so that it can be recommended to its acquaintances, thus increasing the number of potential and then real customers;</li><li>to minimize conflicts between the manager and the customer;</li><li>to develop a technology for training newcomers;</li><li>to transfer the assessment of the work of the manager from the subjective to the objective, transparent and understandable to everyone;</li><li>to establish a procedure for controlling the work of personnel;</li><li>to increase the motivation of managers to work.</li></ul>\r\n<span style=\"font-weight: bold;\">Benefits of applying service standards</span>\r\n<ul><li>The accumulation of experience: the entire base focuses on the company, and not on the hands of managers, &quot;old-timers.&quot; Thus, the departure of one or several “old” employees does not become a “natural disaster” for the company.</li><li>Motivation, analysis and control: customer service standards make it possible to develop a transparent scheme of managers' motivation based on a clear, almost mathematical analysis of their work. The sales process is optimized.</li><li>Setting goals. With the help of standards, the company has the ability to set clear, reasonable plans. This allows you to keep the atmosphere in the team friendly and stable, and the lack of &quot;muffled&quot; tasks - to increase the loyalty of managers to the company.</li><li>Standards of customer service is a fairly mobile system that allows you to immediately detect errors in working with clients and quickly eliminate them. In addition, at any stage of working with a client, the head of the sales department can intervene in the process, noticing an error in the work of the manager, and even be proactive in order to prevent an error to which the manager is heading.</li><li>Quick and easy start for beginners. Customer service standards are actually a knowledge base, collected, analyzed, and streamlined. Such information is easily transmitted and assimilated by beginners, which means that the beginner quickly gets to work and starts to make a profit. In addition, a newbie will not spoil relations with a client by awkward actions, since he already knows what to do in any conflict and problem situations.</li><li>Customer confidence. Customer service standards allow the latter to feel confident in the company - no matter where the customer is, he will always easily recognize “his” company by brand features and can be absolutely sure that in a small town they will be served as qualitatively as in a million-plus city, because that the company is well aware of their work. So, such a company can be trusted.</li></ul>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Customer_Service.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1120,"logoURL":"https://old.roi4cio.com/fileadmin/user_upload/Base_CRM.jpg","logo":true,"scheme":false,"title":"Base CRM","vendorVerified":0,"rating":"1.00","implementationsCount":1,"suppliersCount":0,"alias":"base-crm","companyTypes":[],"description":"<span style=\"font-weight: bold;\">Gain Unprecedented Pipeline Visibility</span>\r\nBase's intuitive user interface removes the friction from deal updates so reps and management are always able to access, analyze and collaborate on up-to-date and relevant deal data.\r\n<span style=\"font-weight: bold;\">Prioritize Leads and Opportunities</span>\r\nNot all leads and opportunities are created equally. Keep your sales team focused on the highest value leads and deals through automated scoring rules informed by Base's full-funnel analytics.\r\n<span style=\"font-weight: bold;\">Turn Customers into Advocates</span>\r\nHappy customers not only buy more but also promote your product or service to others. Base provides the foundation for managing relationships and delivering customer happiness at scale.\r\n<span style=\"font-weight: bold;\">Enable a Mobile Sales Team</span>\r\nBase's #1 rated mobile sales application pairs enterprise-grade functionality with a consumer-grade user interface to deliver the best mobile sales experience available today.\r\n\r\n<span style=\"font-weight: bold;\">Drive Sales Actions with Data</span>\r\nImprove your sales process with Base insights that are easily accessible to all levels of the organization. Answers to questions like, &quot;Which deals will close this month?” and, &quot;What deals am I about to lose?” are now at your fingertips.\r\n<span style=\"font-weight: bold;\">Capitalize on Leads</span>\r\nBase integrates with your website and a host of marketing automation tools to instantaneously deliver leads to the sales team, while funnel tracking informs prioritization so reps can allocate time effectively.\r\n<span style=\"font-weight: bold;\">Explain the Past and Predict the Future</span>\r\nBase automatically tracks over half a million data points for every customer and turns them into cutting edge reports that bring a scientific approach to the way you analyze and forecast your business.\r\n<span style=\"font-weight: bold;\">Alleviate Administrative Burden</span>\r\nBase's consumer-grade user interface makes it easy to navigate with ease, while native productivity features remove the burden of administrative tasks and enable reps to focus on their deals.\r\n","shortDescription":"Base CRM is a simple system of customer relationship management (CRM): lead management, contact management, transaction tracking, a large selection of tools for communication and much more.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":14,"sellingCount":5,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Base CRM","keywords":"Base, your, sales, with, deals, reps, user, leads","description":"<span style=\"font-weight: bold;\">Gain Unprecedented Pipeline Visibility</span>\r\nBase's intuitive user interface removes the friction from deal updates so reps and management are always able to access, analyze and collaborate on up-to-date and relevant deal dat","og:title":"Base CRM","og:description":"<span style=\"font-weight: bold;\">Gain Unprecedented Pipeline Visibility</span>\r\nBase's intuitive user interface removes the friction from deal updates so reps and management are always able to access, analyze and collaborate on up-to-date and relevant deal dat","og:image":"https://old.roi4cio.com/fileadmin/user_upload/Base_CRM.jpg"},"eventUrl":"","translationId":1121,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1124,"logoURL":"https://old.roi4cio.com/fileadmin/user_upload/Cloze.png","logo":true,"scheme":false,"title":"Cloze CRM","vendorVerified":0,"rating":"1.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"cloze-crm","companyTitle":"Cloze","companyTypes":["supplier","vendor"],"companyId":4028,"companyAlias":"cloze","description":"\r\n<ul> <li>Automatic - Everything about the people you know in one place, pulled together for you.</li> <li>Smart - We learn who is important to you and remember things when you don’t.</li> <li>Proactive - Cloze prompts you to keep in-touch, with the right context at your fingertips.</li> <li>No more data entry - Cloze automatically keeps track of your email, phone calls, meetings, documents, Evernote, LinkedIn, Facebook and Twitter. And everything from dozens of other services.</li> <li>Never miss a follow-up - Cloze’s learning algorithm knows who is important to you and automatically prompts you when it is time to reach out, so you’ll always be on top of your customers and pipeline.</li> <li>You're always prepared - Cloze is like having a personal assistant that keeps you on top of your relationships.</li> <li>Heading into a meeting? Cloze tells you exactly where you left off — with the context from Evernote, email, calls, social, documents and past meetings for every attendee.</li> </ul>","shortDescription":"Cloze CRM is a Smarter Relationship Management. The no-work way to see everything about your contacts in one place. Email, phone calls, meetings, notes, follow-ups and social.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":5,"sellingCount":1,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Cloze CRM","keywords":"Cloze, your, automatically, prompts, context, keeps, with, meetings","description":"\r\n<ul> <li>Automatic - Everything about the people you know in one place, pulled together for you.</li> <li>Smart - We learn who is important to you and remember things when you don’t.</li> <li>Proactive - Cloze prompts you to keep in-touch, with the right con","og:title":"Cloze CRM","og:description":"\r\n<ul> <li>Automatic - Everything about the people you know in one place, pulled together for you.</li> <li>Smart - We learn who is important to you and remember things when you don’t.</li> <li>Proactive - Cloze prompts you to keep in-touch, with the right con","og:image":"https://old.roi4cio.com/fileadmin/user_upload/Cloze.png"},"eventUrl":"","translationId":1125,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"},{"id":337,"title":"Sales","alias":"sales","description":" Sales are activities related to selling or the number of goods or services sold in a given targeted time period.\r\nThe seller, or the provider of the goods or services, completes a sale in response to an acquisition, appropriation, requisition, or a direct interaction with the buyer at the point of sale. There is a passing of title (property or ownership) of the item, and the settlement of a price, in which agreement is reached on a price for which transfer of ownership of the item will occur. The seller, not the purchaser, typically executes the sale and it may be completed prior to the obligation of payment. In the case of indirect interaction, a person who sells goods or service on behalf of the owner is known as a salesman or saleswoman or salesperson, but this often refers to someone selling goods in a store/shop, in which case other terms are also common, including salesclerk, shop assistant, and retail clerk.\r\nIn common law countries, sales are governed generally by the common law and commercial codes. In the United States, the laws governing sales of goods are somewhat uniform to the extent that most jurisdictions have adopted Article 2 of the Uniform Commercial Code, albeit with some non-uniform variations.\r\nA person or organization expressing an interest in acquiring the offered item of value is referred to as a potential buyer, prospective customer, or prospect. Buying and selling are understood to be two sides of the same &quot;coin&quot; or transaction. Both seller and buyer engage in a process of negotiation to consummate the exchange of values. The exchange, or selling, process has implied rules and identifiable stages. It is implied that the selling process will proceed fairly and ethically so that the parties end up nearly equally rewarded. The stages of selling, and buying, involve getting acquainted, assessing each party's need for the other's item of value, and determining if the values to be exchanged are equivalent or nearly so, or, in buyer's terms, &quot;worth the price&quot;. Sometimes, sellers have to use their own experiences when selling products with appropriate discounts.\r\nAlthough the skills required are different, from a management viewpoint, sales is a part of marketing. Sales often form a separate grouping in a corporate structure, employing separate specialist operatives known as salespersons (singular: salesperson). Selling is considered by many to be a sort of persuading &quot;art&quot;. Contrary to popular belief, the methodological approach of selling refers to a systematic process of repetitive and measurable milestones, by which a salesman relates his or her offering of a product or service in return enabling the buyer to achieve their goal in an economic way.","materialsDescription":" <span style=\"font-weight: bold;\">What's the Difference Between Sales and Marketing?</span>\r\nSales and Marketing: two terms we often hear together when working with mid-size companies. In some ways, this is logical because the two need to work together. But in fact, Sales and Marketing are two very different functions and require very different skills.\r\nBusiness leaders know what Operations are; they make stuff. They know what Accounting is; they record and control the money. And they know what Sales do; they sell stuff. So if you are not making stuff, selling stuff, or recording the money—what is marketing and why do you need it?\r\nWhat's the difference between Sales and Marketing? To answer this question, let's define what Sales and Marketing are separately and how they support one another.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">What is Marketing? Aligning with Customers, Now and for the Future</span></span>\r\nA key job of Marketing is to understand the marketplace from the perspective of the customer looking back towards the company and helping lead the company where it should be in the future. Marketing’s job is to direct the organization toward the segments, or groups of customers and channels where the company can profitably compete. It should help the organization see how it needs to modify its product offerings, pricing, and communication so that it meets the needs of the distribution channel or end customers.\r\nMarketing also needs to convert the market understanding into tools and tactics to attract the market, build (often digital) relationships, and develop leads. Without Sales, Marketing efforts run short. Marketing directs Sales as to where they should be hunting and what ammo to use. Note, however, that if Marketing becomes a sales support function focused only on the now, the future can become lost.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Without Marketing, Sales Suffers</span></span>\r\nNot even the best hunter can bring home dinner if they are shooting blanks at decoys. Markets are constantly changing. The job of marketing is to stay ahead of the changes and help the hunters see where they should be hunting and provide them with the right ammunition. If Marketing is only focused on delivering the ammunition for today, nobody will see where the industry is moving or where the company needs to hunt next. This limits growth not only for Sales and Marketing but also for your entire organization.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Can You be Both Sales and Marketing?</span></span>\r\nIn all my years, working for companies that ranged from Fortune 100 to mid-size companies I have never met anyone who was really good at both sales and marketing. I have held the title of VP of Sales and Marketing, managing a 500 person sales and merchandising force. I was really a marketing person with sales authority. The skills required to focus on the now and the push of sales are different. In many ways, they are contrary to the skills of looking to the future and the customer perspective of marketing.\r\nEvery Sales organization feels they have a good understanding of their customers. But every Sales conversation with a customer has a sales transaction lurking in the background. Therefore, customers can never be completely open about their needs and want when talking to a sales person.\r\nFor a company to really grow, someone must have the job of looking out the window towards where the company needs to go in the future. For many companies, this is the job of the CEO and Sales hires someone to do some sales support and gives them a marketing title. But as companies grow, the job of CEO starts to become a full-time job in itself and the strategic role of Marketing gets short-changed. A study of mid-size companies by the University of Texas showed that companies that separated the roles of Marketing and Sales were much more likely to grow faster than the industry average.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Sales and Marketing: Today and the Future</span></span>\r\nSales need to be focused on the now. You can’t run a company unless your sales team is focused on bringing in today’s business. But you can’t really ask your Sales leaders where the company should go next and to develop the 18-month plan to get there without losing focus on today’s revenue. Besides, if your sales executive was really good at developing future-focused business strategies and tying that strategy to the plans and tools of marketing to make it happen, they would be a marketing person and not a now-focused sales person.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Sales.png"},{"id":339,"title":"Marketing","alias":"marketing","description":" Marketing is the study and management of exchange relationships. It is the business process of creating relationships with and satisfying customers. Because marketing is used to attract customers, it is one of the primary components of business management and commerce. Marketers can direct product to other businesses (B2B marketing) or directly to consumers (B2C marketing).\r\nRegardless of who is being marketed to, several factors, including the perspective the marketers will use. These market orientations determine how marketers will approach the planning stage of marketing. This leads into the marketing mix, which outlines the specifics of the product and how it will be sold. This can in turn, be affected by the environment surrounding the product, the results of marketing research and market research, and the characteristics of the product's target market.\r\nOnce these factors are determined, marketers must then decide what methods will be used to market the product. This decision is based on the factors analyzed in the planning stage as well as where the product is in the product life cycle.\r\nMarketing is defined by the American Marketing Association as &quot;the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large&quot;. The term developed from the original meaning which referred literally to going to market with goods for sale. From a sales process engineering perspective, marketing is &quot;a set of processes that are interconnected and interdependent with other functions of a business aimed at achieving customer interest and satisfaction&quot;.\r\nPhilip Kotler defined marketing as &quot;Satisfying needs and wants through an exchange process&quot;, and a decade later defines it as “a social and managerial process by which individuals and groups obtain what they want and need through creating, offering and exchanging products of value with others.”\r\nThe Chartered Institute of Marketing defines marketing as &quot;the management process responsible for identifying, anticipating and satisfying customer requirements profitably&quot;. A similar concept is the value-based marketing which states the role of marketing to contribute to increasing shareholder value. In this context, marketing can be defined as &quot;the management process that seeks to maximise returns to shareholders by developing relationships with valued customers and creating a competitive advantage&quot;.\r\nIn the past, marketing practice tended to be seen as a creative industry, which included advertising, distribution and selling. However, because the academic study of marketing makes extensive use of social sciences, psychology, sociology, mathematics, economics, anthropology and neuroscience, the profession is now widely recognized as a science, allowing numerous universities to offer Master-of-Science (MSc) programs.\r\nThe process of marketing is that of bringing a product to market, which includes these steps: broad market research; market targeting and market segmentation; determining distribution, pricing and promotion strategies; developing a communications strategy; budgeting; and visioning long-term market development goals. Many parts of the marketing process (e.g. product design, art director, brand management, advertising, inbound marketing, copywriting etc.) involve use of the creative arts.","materialsDescription":"<span style=\"font-weight: bold; \">What the differences between B2B and B2C Marketing?</span>\r\nThe different goals of B2B and B2C marketing lead to differences in the B2B and B2C markets. The main differences in these markets are demand, purchasing volume, amount of customers, customer concentration, distribution, buying nature, buying influences, negotiations, reciprocity, leasing and promotional methods.\r\n<span style=\"font-style: italic; \">Demand:</span> B2B demand is derived because businesses buy products based on how much demand there is for the final consumer product. Businesses buy products based on customer's wants and needs. B2C demand is primarily because customers buy products based on their own wants and needs.\r\n<span style=\"font-style: italic; \">Purchasing Volume:</span> Businesses buy products in large volumes to distribute to consumers. Consumers buy products in smaller volumes suitable for personal use.\r\n<span style=\"font-style: italic; \">Amount of Customers:</span> There are relatively fewer businesses to market to than direct consumers.\r\n<span style=\"font-style: italic; \">Customer Concentration:</span> Businesses that specialize in a particular market tend to be geographically concentrated while customers that buy products from these businesses are not concentrated.\r\n<span style=\"font-style: italic; \">Distribution:</span> B2B products pass directly from the producer of the product to the business while B2C products must additionally go through a wholesaler or retailer.\r\n<span style=\"font-style: italic; \">Buying Nature:</span> B2B purchasing is a formal process done by professional buyers and sellers while B2C purchasing is informal.\r\n<span style=\"font-style: italic; \">Buying Influences:</span> B2B purchasing is influenced by multiple people in various departments such as quality control, accounting, and logistics while B2C marketing is only influenced by the person making the purchase and possibly a few others.\r\n<span style=\"font-style: italic; \">Negotiations:</span> In B2B marketing, negotiating for lower prices or added benefits is commonly accepted while in B2C marketing (particularly in Western cultures) prices are fixed.\r\n<span style=\"font-style: italic; \">Reciprocity:</span> Businesses tend to buy from businesses they sell to. For example, a business that sells printer ink is more likely to buy office chairs from a supplier that buys the business's printer ink. In B2C marketing, this does not occur because consumers are not also selling products.\r\n<span style=\"font-style: italic; \">Leasing:</span> Businesses tend to lease expensive items while consumers tend to save up to buy expensive items.\r\n<span style=\"font-style: italic; \">Promotional Methods:</span> In B2B marketing, the most common promotional method is personal selling. B2C marketing mostly uses sales promotion, public relations, advertising, and social media.\r\n<span style=\"font-weight: bold; \">What are marketing orientations?</span>\r\nA marketing orientation has been defined as a &quot;philosophy of business management.&quot; or &quot;a corporate state of mind&quot; or as an &quot;organization[al] culture&quot;. Although scholars continue to debate the precise nature of specific orientations that inform marketing practice, the most commonly cited orientations are as follows:\r\n<span style=\"font-style: italic; \"><span style=\"font-weight: bold; \">Product</span></span>\r\nA firm employing a product orientation is mainly concerned with the quality of its product. A product orientation is based on the assumption that all things being equal, consumers will purchase products of superior quality. The approach is most effective when the firm has deep insights into customer needs and desires as derived from research and/or intuition and understands consumer's quality expectations and price consumers are willing to pay. Although the product orientation has largely been supplanted by the marketing orientation, firms practicing a product orientation can still be found in haute couture and arts marketing.\r\n<span style=\"font-style: italic; \"><span style=\"font-weight: bold; \">Sales</span></span>\r\nA sales orientation focuses on the selling/promotion of the firm's existing products, rather than developing new products to satisfy unmet needs or wants. This orientation seeks to attain the highest possible sales through promotion and direct sales techniques. The sales orientation &quot;is typically practiced with unsought goods.&quot; One study found that industrial companies are more likely to hold a sales orientation than consumer goods companies. The approach may also suit scenarios in which a firm holds dead stock, or otherwise sells a product that is in high demand, with little likelihood of changes in consumer tastes diminishing demand.\r\nA 2011 meta-analyses found that the factors with the greatest impact on sales performance are a salesperson's sales-related knowledge (knowledge of market segments, sales presentation skills, conflict resolution, and products), degree of adaptiveness (changing behavior based on the aforementioned knowledge), role clarity (salesperson's role is to expressly to sell), cognitive aptitude (intelligence) and work engagement (motivation and interest in a sales role).\r\n<span style=\"font-style: italic; \"><span style=\"font-weight: bold; \">Production</span></span>\r\nA firm focusing on a production orientation specializes in producing as much as possible of a given product or service in order to achieve economies of scale or economies of scope. A production orientation may be deployed when a high demand for a product or service exists, coupled with certainty that consumer tastes and preferences remain relatively constant (similar to the sales orientation). The so-called production era is thought to have dominated marketing practice from the 1860s to the 1930s, but other theorists argue that evidence of the production orientation can still be found in some companies or industries. Specifically, Kotler and Armstrong note that the production philosophy is &quot;one of the oldest philosophies that guides sellers... [and] is still useful in some situations.&quot;\r\n<span style=\"font-style: italic; \"><span style=\"font-weight: bold; \">Marketing</span></span>\r\nThe marketing orientation is the most common orientation used in contemporary marketing. It is a customer-centric approach that involves a firm basing its marketing program around products that suit new consumer tastes. Firms adopting a marketing orientation typically engage in extensive market research to gauge consumer desires, use R&amp;D (Research &amp; Development) to develop a product attuned to the revealed information, and then utilize promotion techniques to ensure consumers are aware of the product's existence and the benefits it can deliver. Scales designed to measure a firm's overall market orientation have been developed and found to be robust in a variety of contexts.\r\nThe marketing orientation has three prime facets, which are:\r\n<span style=\"font-style: italic; \">Customer orientation:</span> A firm in the market economy can survive by producing goods that people are willing and able to buy. Consequently, ascertaining consumer demand is vital for a firm's future viability and even existence as a going concern.\r\n<span style=\"font-style: italic; \">Organizational orientation:</span> The marketing department is of prime importance within the functional level of an organization. Information from the marketing department is used to guide the actions of a company's other departments.\r\nAs an example, a marketing department could ascertain (via marketing research) that consumers desired a new type of product or a new usage for an existing product. With this in mind, the marketing department would inform the R&amp;D department to create a prototype of a product/service based on consumers' new desires.\r\nThe production department would then start to manufacture the product, while the marketing department would focus on the promotion, distribution, pricing, etc. of the product. Additionally, a firm's finance department would be consulted, with respect to securing appropriate funding for the development, production, and promotion of the product. Finance may oppose the required capital expenditure since it could undermine a healthy cash flow for the organization.\r\n<span style=\"font-style: italic;\">Mutually beneficial exchange:</span> In a transaction in the market economy, a firm gains revenue, which thus leads to more profits, market shares, and/or sales. A consumer, on the other hand, gains the satisfaction of a need/want, utility, reliability and value for money from the purchase of a product or service.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Societal marketing</span></span>\r\nA number of scholars and practitioners have argued that marketers have a greater social responsibility than simply satisfying customers and providing them with superior value. Marketing organizations that have embraced the societal marketing concept typically identify key stakeholder groups such as employees, customers, and local communities. Companies that adopt a societal marketing perspective typically practice triple bottom line reporting whereby they publish social impact and environmental impact reports alongside financial performance reports. Sustainable marketing or green marketing is an extension of societal marketing.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Marketing.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":" Customer service is the process of ensuring customer satisfaction with a product or service. Often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item. Customer service can take the form of in-person interaction, a phone call, self-service systems, or by other means.\r\nCustomer service is an important part of maintaining ongoing client relationships, which is key to continuing revenue. For this reason, many companies have worked hard to increase their customer satisfaction levels.\r\nMost successful businesses recognize the importance of providing outstanding customer service. Courteous and empathetic interaction with a trained customer service representative can mean the difference between losing or retaining a customer.\r\nWhen problems arise, customers should receive timely attention to the issue. Prompt attention to emails and phone calls is critical to maintaining good relations. Requiring customers to stand in long lines or sit on hold can sour an interaction before it begins.\r\nIdeally, customer service should be a one-stop endeavor for the consumer. For example, if a customer calls a helpline regarding a problem with a product, the customer service representative should follow through with the customer until the issue is fully resolved.\r\nThis may entail scheduling appointments with in-person repair personnel if the problem cannot be resolved on the phone, or transferring a call to skilled technicians in another department. Proactively following up with the customer to ensure that he or she is fully satisfied is another smart move.","materialsDescription":" What are customer service standards?\r\nCustomer service standards are an internal corporate set of rules governing the company's customer service activities, an algorithm for communicating with customers, and general standards for responding to unusual situations. The standard of customer service is an integral part of the corporate standard of the company.\r\nFunctions of customer service standards:\r\n<ol><li>To order. The client does not encounter problems, does not see them, which means that he is confident that all the staff without exception are professionals who know their business.</li><li>To control. It is difficult to assess and monitor the work of each manager if there are no clear criteria for evaluation. At the same time, the implementation of the sales plan cannot be the only parameter of the assessment; you need to know whether the manager of customer service standards adopted in this company adheres.</li><li>To adapt. Among other things, the availability of customer service standards simplifies the procedure.</li></ol>\r\nCustomer service standards are effective if the customer does not see the difference between the work of two (or more) managers, and sees only “proprietary” service, always the same, regardless of any external factors or circumstances. The customer service standard, which has been tested in practice, backed up by experience (perhaps even someone else's), created on the basis of analytical studies and recognized methods, can be called &quot;gold&quot;. It allows you to increase profits, improve the image of the company, attract new customers.\r\nCustomer service standards are an important part of the company's brand. But, in addition, the standards are necessary and other units, in particular, the department to work with staff. Therefore, their development must take into account the needs of all interested services of the company.\r\n<span style=\"font-weight: bold; \">What is the purpose of introducing customer service standards in the company?</span>\r\nThe objectives of implementing the standards are as follows:\r\n<ul><li>For employees with experience: minimize the number of erroneous and unnecessary actions. The result of this will be saving time of each employee (no errors - no need to spend time correcting them). And, as a result, increased productivity.</li><li>For novice employees: customer service standards allow you to transfer the necessary knowledge in the most concise manner and in a short time.</li><li>For the company: the abolition of dependence on the old-timers. Not all employees who have worked in the company for many years (or even since the day of foundation) are able to resist the so-called star disease. Having knowledge and experience, a person loses the ability to objectively evaluate his work, he begins to think that he is the best manager in the company. It can end very badly - in the event of dismissal, such an employee will take the base, and turn clients against the company. Standards for customer service are needed to ensure that all employees can be assessed on a single scale, based on the actual benefits they bring to the company, as well as the attitude of the employee to the company.</li><li>For the company: the uniformity of control activities of managers. Standards are unequivocal, exclude double interpretations, and therefore cannot cause controversy about the rightness of an employee or employer.</li><li>For managers: the standards of uniform customer service are the same for all managers, and this makes it possible to make the pay of each manager absolutely transparent and intelligible. Realizing that there will be no double interpretations, the manager may not be afraid that he will be paid less than expected - all his mistakes and achievements are immediately visible and understandable.</li></ul>\r\n<span style=\"font-weight: bold; \">The application of service standards allows you:</span>\r\n<ul><li>to develop a company style in dealing with clients;</li><li>to increase the effectiveness of the work of managers with new customers;</li><li>to bring the quality of communication with customers to a higher level;</li><li>to create a positive opinion of the company about the company, so that it can be recommended to its acquaintances, thus increasing the number of potential and then real customers;</li><li>to minimize conflicts between the manager and the customer;</li><li>to develop a technology for training newcomers;</li><li>to transfer the assessment of the work of the manager from the subjective to the objective, transparent and understandable to everyone;</li><li>to establish a procedure for controlling the work of personnel;</li><li>to increase the motivation of managers to work.</li></ul>\r\n<span style=\"font-weight: bold;\">Benefits of applying service standards</span>\r\n<ul><li>The accumulation of experience: the entire base focuses on the company, and not on the hands of managers, &quot;old-timers.&quot; Thus, the departure of one or several “old” employees does not become a “natural disaster” for the company.</li><li>Motivation, analysis and control: customer service standards make it possible to develop a transparent scheme of managers' motivation based on a clear, almost mathematical analysis of their work. The sales process is optimized.</li><li>Setting goals. With the help of standards, the company has the ability to set clear, reasonable plans. This allows you to keep the atmosphere in the team friendly and stable, and the lack of &quot;muffled&quot; tasks - to increase the loyalty of managers to the company.</li><li>Standards of customer service is a fairly mobile system that allows you to immediately detect errors in working with clients and quickly eliminate them. In addition, at any stage of working with a client, the head of the sales department can intervene in the process, noticing an error in the work of the manager, and even be proactive in order to prevent an error to which the manager is heading.</li><li>Quick and easy start for beginners. Customer service standards are actually a knowledge base, collected, analyzed, and streamlined. Such information is easily transmitted and assimilated by beginners, which means that the beginner quickly gets to work and starts to make a profit. In addition, a newbie will not spoil relations with a client by awkward actions, since he already knows what to do in any conflict and problem situations.</li><li>Customer confidence. Customer service standards allow the latter to feel confident in the company - no matter where the customer is, he will always easily recognize “his” company by brand features and can be absolutely sure that in a small town they will be served as qualitatively as in a million-plus city, because that the company is well aware of their work. So, such a company can be trusted.</li></ul>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Customer_Service.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1130,"logoURL":"https://old.roi4cio.com/fileadmin/user_upload/Apptivo_CRM.png","logo":true,"scheme":false,"title":"Apptivo CRM","vendorVerified":0,"rating":"1.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"apptivo-crm","companyTitle":"Apptivo","companyTypes":["supplier","vendor"],"companyId":4030,"companyAlias":"apptivo","description":"\r\n<p>Apptivo's online CRM system is a powerful tool to manage your sales, marketing, and much more. CRM sits at the core of Apptivo's integrated suite of business apps, providing a complete suite to tools to gain a 360 view of your customer. Our CRM includes lead management, an opportunity pipeline with intuitive dashboards, and flexible workflow tools including marketing automation. Everything is completely accessible from your Android or iOS device and integrated with Office365 &amp; G Suite.</p>\r\n\r\n&nbsp;\r\n\r\n<ul>\r\n<li>CRM - Track the complete sales process and close more deals.</li>\r\n<li>Project Management - Collaborate on tasks, manage timesheets, and log expense reports.</li>\r\n<li>Online Invoicing - A billing system to send and receive online payments from anywhere.</li>\r\n<li>Web Help Desk - A powerful ticketing system to deliver stellar customer support.</li>\r\n<li>Expense Reports - Mobile expense reporting &amp; simple approval workflow tools.</li>\r\n<li>Field Service - Generate work orders, dispatch employee, and invoice for the job.</li>\r\n<li>Procurement - Supply chain management with vendor tracking, purchasing, and inventory.</li>\r\n<li>Order Management - Capture sales orders, track inventory &amp; shipping, and invoice customers.</li>\r\n</ul>\r\n","shortDescription":"Apptivo's online CRM system is a powerful tool to manage your sales, marketing, and much more. ","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":0,"sellingCount":0,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Apptivo CRM","keywords":"sales, tools, your, Apptivo, system, with, complete, inventory","description":"\r\n<p>Apptivo's online CRM system is a powerful tool to manage your sales, marketing, and much more. CRM sits at the core of Apptivo's integrated suite of business apps, providing a complete suite to tools to gain a 360 view of your customer. Our CRM includes l","og:title":"Apptivo CRM","og:description":"\r\n<p>Apptivo's online CRM system is a powerful tool to manage your sales, marketing, and much more. CRM sits at the core of Apptivo's integrated suite of business apps, providing a complete suite to tools to gain a 360 view of your customer. Our CRM includes l","og:image":"https://old.roi4cio.com/fileadmin/user_upload/Apptivo_CRM.png"},"eventUrl":"","translationId":1130,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[{"id":3,"title":"CRM"}],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]}],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":["No unified email system","Aging IT infrastructure","Decentralized IT systems","Low quality of customer service","Failure to attract new customers","Customer attrition","Low quality of customer support"],"materials":[],"useCases":[],"best_practices":[],"values":["Reduce Costs","Ensure Security and Business Continuity","Improve Customer Service","Increase Customer Base"],"implementations":[{"id":361,"title":"eGain Mail for Threadfellows","url":"https://old.roi4cio.com/vnedrenija/vnedrenie/egain-mail-for-threadfellows/"}],"presenterCodeLng":"","productImplementations":[{"id":361,"title":"eGain Mail for Threadfellows","description":"<span style=\"font-weight: bold;\">Threadfellows’ CX transformation journey with eGain, in their words</span>\r\n“Customer experience is foundational in our business,” says Carl Atwell of Threadfellows. “We had a problem in that area, and that’s really where we reached out to eGain.”\r\n\r\n<span style=\"font-weight: bold;\">Why did he call Outlook™ a black hole?</span>\r\n“The customer is there, either contacting us via email or in phone calls. So much of that valuable communication was going directly into Outlook. It was a black hole, a black hole in terms of there’s so much valuable stuff there, but we don’t even actually understand what it is. And it was creating a real void. There was all this communication that was happening before it ever went into order management, but because it was happening in Outlook, we had no data. And without data, we really struggled to solve the problem.”\r\n\r\n<span style=\"font-weight: bold;\">And eGain helped Threadfellows de-risk their investment in customer service and transform customer experience.</span>\r\nCarl Atwell, Threadfellows\r\n“We had a business problem. We knew what the problem was. We knew we needed help. 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