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Customer service is the assistance and advice provided by a company to those people who buy or use its products or services. Each industry requires different levels of customer service, but in the end, the idea of a well-performed service is that of increasing revenues. The perception of success of the customer service interactions is dependent on employees "who can adjust themselves to the personality of the customer". Customer service is often practiced in a way that reflects the strategies and values of a firm. Good quality customer service is usually measured through customer retention. Customer service for some firms is part of the firm’s intangible assets and can differentiate it from others in the industry. One good customer service experience can change the entire perception a customer holds towards the organization.
Online shopping is a form of electronic commerce which allows consumers to directly buy goods or services from a seller over the Internet using a web browser or a mobile app. Consumers find a product of interest by visiting the website of the retailer directly or by searching among alternative vendors using a shopping search engine, which displays the same product's availability and pricing at different e-retailers. As of 2020, customers can shop online using a range of different computers and devices, including desktop computers, laptops, tablet computers and smartphones.
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Verifone is an American multinational corporation headquartered in Coral Springs, Florida. Verifone provides technology for electronic payment transactions and value-added services at the point-of-sale. Verifone sells merchant-operated, consumer-facing and self-service payment systems to the financial, retail, hospitality, petroleum, government and healthcare industries. The company's products consist of POS electronic payment devices that run its own operating systems, security and encryption software, and certified payment software, and that are designed for both consumer-facing and unattended environments.
Oracle RightNow is a customer relationship management (CRM) software service for enterprise organizations which is part of Oracle Service. It was originally developed by RightNow Technologies, Inc., which was acquired by Oracle Corporation in 2011 in a $1.8 billion deal.
The eCRM or electronic customer relationship management coined by Oscar Gomes encompasses all standard CRM functions with the use of the net environment i.e., intranet, extranet and internet. Electronic CRM concerns all forms of managing relationships with customers through the use of information technology (IT).
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A contact manager is a software program that enables users to easily store and find contact information, such as names, addresses, and telephone numbers. They are contact-centric databases that provide a fully integrated approach to tracking all information and communication activities linked to contacts. Simple ones for personal use are included in most smartphones. The main reference standard for contact data and metadata, semantic and interchange, is the vCard.
The fields of marketing and artificial intelligence converge in systems which assist in areas such as market forecasting, and automation of processes and decision making, along with increased efficiency of tasks which would usually be performed by humans. The science behind these systems can be explained through neural networks and expert systems, computer programs that process input and provide valuable output for marketers.
Mettler Toledo is a multinational manufacturer of scales and analytical instruments. It is the largest provider of weighing instruments for use in laboratory, industrial, and food retailing applications. The company also provides various analytical instruments, process analytics instruments, and end-of-line inspection systems. The company operates worldwide with 70% of net sales, derived in equal parts, from Europe and from the Americas. Asian business is included in the remaining 30%. Mettler Toledo is headquartered in Switzerland and incorporated in the United States.
Marketing automation refers to software platforms and technologies designed for marketing departments and organizations to more effectively market on multiple channels online and automate repetitive tasks.
Oracle Advertising and Customer Experience (CX) is a suite of cloud-based applications offered by Oracle Corporation that includes tools for advertising, marketing, sales, e-commerce, customer service.
References
- 1 2 ICMI Customer Management Insight Magazine, September 2007, pp 44–50, Retrieved 11 January 2012
- ↑ Smith, S.E. "What is Consumer Relationship System?". WiseGeek.net. Retrieved 1 February 2013.
- ↑ Wilke/Thornton, Inc Products Archived 2008-08-20 at the Wayback Machine Retrieved 11 January 2012