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Customer Experience Systems
A customer experience system is a business and operational support system (BSS/OSS) intended to help service providers to improve customer experience. In the past, communications service providers (wired communication, wireless, broadband cable, satellite) and other companies competed through product differentiation and price points. By 2005 products were increasingly commoditized and price differences negligible, leaving quality of customer service as the differentiator. (Peppers & Rogers 2005) Customer experience systems are part of service providers' strategies to address this change, as products and prices become increasingly similar. These systems power the front and back office (BSS/OSS) and integrate billing, customer relationship management (CRM), ordering, self service, digital content delivery, service fulfillment and assurance, and computer network planning. (Musico 2008) Software companies that sell these applications, including customer care and billing vendors ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Business Support System
Business support systems (BSS) are the components that a telecommunications service provider (or telco) uses to run its business operations towards customers. Together with operations support systems (OSS), they are used to support various end-to-end telecommunication services (e.g., telephone services). BSS and OSS have their own data and service responsibilities. The two systems together are abbreviated in various ways, such as OSS/BSS, BSS/OSS, B/OSS, BSSOSS, OSSBSS or BOSS. Some commentators and analysts take a network-up approach to these systems (hence OSS/BSS) and others take a business-down approach (hence BSS/OSS). The initialism BSS is also used in a singular form to refer to all the business support systems, viewed as a whole system. Role BSS deals with the taking of orders, payment issues, revenues, etc. It supports four processes: product management, order management, revenue management and customer management. Product management Product management supports produc ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Self Service
Self-service is the practice of serving oneself, usually when making purchases. Aside from Automated Teller Machines, which are not limited to banks, and customer-operated supermarket check-out, labor-saving of which has been described as self-sourcing, there is the latter's subset, selfsourcing and a related pair: End-user development and End-user computing. Note has been made how paid labor has been replaced with unpaid labor, and how reduced professionalism and distractions from primary duties has reduced value obtained from employees' time. Over a period of decades, laws have been passed both facilitating and preventing self-pumping of gas and other self-service. Overview Self-service is the practice of serving oneself, usually when purchasing items. Common examples include many filling station, gas stations, where the customer pumps their own gasoline, gas rather than have an attendant do it (full service is required by law in New Jersey, urban parts of Oregon, most of M ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Brand
A brand is a name, term, design, symbol or any other feature that distinguishes one seller's good or service from those of other sellers. Brands are used in business, marketing, and advertising for recognition and, importantly, to create and store value as brand equity for the object identified, to the benefit of the brand's customers, its owners and shareholders. Brand names are sometimes distinguished from Generic brand, generic or store brands. The practice of branding - in the original literal sense of marking by burning - is thought to have begun with the ancient Egyptians, who are known to have engaged in livestock branding as early as 2,700 BCE. Branding was used to differentiate one person's cattle from another's by means of a distinctive symbol burned into the animal's skin with a hot branding iron. If a person stole any of the cattle, anyone else who saw the symbol could deduce the actual owner. The term has been extended to mean a strategic personality for a produ ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Business Models
A business model describes how an organization creates, delivers, and captures value,''Business Model Generation'', Alexander Osterwalder, Yves Pigneur, Alan Smith, and 470 practitioners from 45 countries, self-published, 2010 in economic, social, cultural or other contexts. The process of business model construction and modification is also called ''business model innovation'' and forms a part of business strategy. In theory and practice, the term ''business model'' is used for a broad range of informal and formal descriptions to represent core aspects of an organization or business, including purpose, business process, target customers, offerings, strategies, infrastructure, organizational structures, sourcing, trading practices, and operational processes and policies including culture. Context The literature has provided very diverse interpretations and definitions of a business model. A systematic review and analysis of manager responses to a survey defines business models ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Technology
Technology is the application of knowledge to reach practical goals in a specifiable and reproducible way. The word ''technology'' may also mean the product of such an endeavor. The use of technology is widely prevalent in medicine, science, industry, communication, transportation, and daily life. Technologies include physical objects like utensils or machines and intangible tools such as software. Many technological advancements have led to societal changes. The earliest known technology is the stone tool, used in the prehistoric era, followed by fire use, which contributed to the growth of the human brain and the development of language in the Ice Age. The invention of the wheel in the Bronze Age enabled wider travel and the creation of more complex machines. Recent technological developments, including the printing press, the telephone, and the Internet have lowered communication barriers and ushered in the knowledge economy. While technology contributes to econom ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Strategy
Strategy (from Greek στρατηγία ''stratēgia'', "art of troop leader; office of general, command, generalship") is a general plan to achieve one or more long-term or overall goals under conditions of uncertainty. In the sense of the "art of the general", which included several subsets of skills including military tactics, siegecraft, logistics etc., the term came into use in the 6th century C.E. in Eastern Roman terminology, and was translated into Western vernacular languages only in the 18th century. From then until the 20th century, the word "strategy" came to denote "a comprehensive way to try to pursue political ends, including the threat or actual use of force, in a dialectic of wills" in a military conflict, in which both adversaries interact. Strategy is important because the resources available to achieve goals are usually limited. Strategy generally involves setting goals and priorities, determining actions to achieve the goals, and mobilizing resources to execu ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Company
A company, abbreviated as co., is a Legal personality, legal entity representing an association of people, whether Natural person, natural, Legal person, legal or a mixture of both, with a specific objective. Company members share a common purpose and unite to achieve specific, declared goals. Companies take various forms, such as: * voluntary associations, which may include nonprofit organizations * List of legal entity types by country, business entities, whose aim is generating profit * financial entities and banks * programs or Educational institution, educational institutions A company can be created as a legal person so that the company itself has limited liability as members perform or fail to discharge their duty according to the publicly declared Incorporation (business), incorporation, or published policy. When a company closes, it may need to be Liquidation, liquidated to avoid further legal obligations. Companies may associate and collectively register themselves ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Bain And Company
Bain & Company is an American management consulting company headquartered in Boston, Massachusetts. The firm provides advice to public, private, and non-profit organizations. One of the Big Three management consultancies, Bain & Company was founded in 1973 by former Group Vice President of Boston Consulting Group Bill Bain and his colleagues, including Patrick F. Graham. In the late 1970s and early 1980s, the firm grew rapidly. Bill Bain later spun off the alternative investment business into Bain Capital in 1984 and appointed Mitt Romney as its first CEO. Bain experienced several setbacks and financial troubles from 1987 to the early 1990s. Romney and Orit Gadiesh are credited with returning the firm to profitability and growth in their sequential roles as the firm's CEO and chairman respectively. In the 2000s, Bain & Company continued to expand and create additional practice areas focused on working with non-profits, technology companies, and others. It developed a substanti ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Network Equipment Provider
Network equipment providers (NEPs) – sometimes called telecommunications equipment manufacturers (TEMs) – sell products and services to communication service providers such as fixed or mobile operators as well as to enterprise customers. NEP technology allows for calls on mobile phones, Internet surfing, joining a conference calls, or watching video on demand through IPTV (internet protocol TV). The history of the NEPs goes back to the mid-19th century when the first telegraph networks were set up. Some of these players still exist today. Telecommunications equipment manufacturers The terminology of the traditional telecommunications industry has rapidly evolved during the Information Age. The terms "Network" and "Telecoms" are often used interchangeably. The same is true for "provider" and "manufacturer". Historically, NEPs sell integrated hardware/software systems to carriers such as NTT-DoCoMo, ATT, Sprint, and so on. They purchase hardware from TEMs (telecom equipment ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Care
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. Customer service does not only focus on the external aspect of the organization, but also the internal relations that facilitate the business activity. For ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Computer Network
A computer network is a set of computers sharing resources located on or provided by network nodes. The computers use common communication protocols over digital interconnections to communicate with each other. These interconnections are made up of telecommunication network technologies, based on physically wired, optical, and wireless radio-frequency methods that may be arranged in a variety of network topologies. The nodes of a computer network can include personal computers, servers, networking hardware, or other specialised or general-purpose hosts. They are identified by network addresses, and may have hostnames. Hostnames serve as memorable labels for the nodes, rarely changed after initial assignment. Network addresses serve for locating and identifying the nodes by communication protocols such as the Internet Protocol. Computer networks may be classified by many criteria, including the transmission medium used to carry signals, bandwidth, communications pro ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Digital Data
Digital data, in information theory and information systems, is information represented as a string of discrete symbols each of which can take on one of only a finite number of values from some alphabet, such as letters or digits. An example is a text document, which consists of a string of alphanumeric characters . The most common form of digital data in modern information systems is ''binary data'', which is represented by a string of binary digits (bits) each of which can have one of two values, either 0 or 1. Digital data can be contrasted with ''analog data'', which is represented by a value from a continuous range of real numbers. Analog data is transmitted by an analog signal, which not only takes on continuous values, but can vary continuously with time, a continuous real-valued function of time. An example is the air pressure variation in a sound wave. The word ''digital'' comes from the same source as the words digit and ''digitus'' (the Latin word for ''finger'' ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
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