Definition
"Service system" is a term very frequently used in the service management, service operations, services marketing, service engineering, and service design literature. While the term frequently appears, it is rarely defined. Given the growing importance of this term in the literature, this entry begins to organize historical usages, examples, and inferred definitions. A service system worldview is a system of systems that interact via value propositions.
One recent definition of a service system is a value coproduction configuration of people, technology, internal and external service systems connected via value propositions, and shared information (language, laws, measures, etc.). The smallest service system is a single person and the largest service system is the global economy. The external service system of the global economy is considered to be nature's services or ecosystem services. Service systems can be characterized by the value that results from interaction between service systems, whether the interactions are between people, businesses, or nations. Most service system interactions aspire to be win-win, non-coercive, and non-intrusive. However, some service systems may perform coercive service activities. For example, agents of the state may use coercion in accordance with laws of the land.
Ref: wikipedia, blinds, roman shades, vertical blinds
Tuesday, January 27, 2009
Thursday, January 22, 2009
Service system-2
Service system designers or architects often seek to exploit an economic complementarily or network effect to rapidly grow and scale up the service. For example, credit cards usage is part of a service system in which the more people and businesses that use and accept the credit cards, the more value the credit cards have to the provider and all stakeholders in the service system. Service system innovation often requires integrating technology innovation, business model (or value proposition) innovation, social-organizational innovation, and demand (new customer wants, needs, aspirations) innovation.
For example, a national service system may be designed with policies that enable more citizens (the customers of the nation) to become an entrepreneur, and thereby create more innovation and wealth for the nation. Service systems may include payment mechanisms for selecting a level of service to be provided (upfront or one time payment) or payment based on downstream value sharing or taxation derived from customers who received the benefit of the service (downstream or ongoing payment). Payments may also be in the form of credit (creative arts) or other types of intangible value (see anthropological theories of value and theory of value).
For example, a national service system may be designed with policies that enable more citizens (the customers of the nation) to become an entrepreneur, and thereby create more innovation and wealth for the nation. Service systems may include payment mechanisms for selecting a level of service to be provided (upfront or one time payment) or payment based on downstream value sharing or taxation derived from customers who received the benefit of the service (downstream or ongoing payment). Payments may also be in the form of credit (creative arts) or other types of intangible value (see anthropological theories of value and theory of value).
Monday, January 19, 2009
Service System-1
Every service system is both a service provider and a customer of multiple types of services. Because service systems are designed both in how they provision and consume services, services systems are often linked into a complex service value chain or value network where each link is a value proposition. I was talking with owner of blinds store online, they sell vertical blinds and roman shades online. He says that service systems are something which helps they do make their day to day businesses easy with multiple location access. Service systems may be nested inside of service systems (e.g., staff and operating room unit inside a hospital that is part of a nationwide healthcare provider network).
Service system designers or architects often seek to exploit an economic complimentarily or network effect to rapidly grow and scale up the service. For example, credit cards usage is part of a service system in which the more people and businesses that use and accept the credit cards, the more value the credit cards have to the provider and all stakeholders in the service system. Service system innovation often requires integrating technology innovation, business model (or value proposition) innovation, social-organizational innovation, and demand (new customer wants, needs, aspirations) innovation.
Ref: Wikipedia
Service system designers or architects often seek to exploit an economic complimentarily or network effect to rapidly grow and scale up the service. For example, credit cards usage is part of a service system in which the more people and businesses that use and accept the credit cards, the more value the credit cards have to the provider and all stakeholders in the service system. Service system innovation often requires integrating technology innovation, business model (or value proposition) innovation, social-organizational innovation, and demand (new customer wants, needs, aspirations) innovation.
Ref: Wikipedia
Friday, January 16, 2009
Service System
A service system (or customer service system, CSS) is a configuration of technology and organizational networks designed to deliver services that satisfy the needs, wants, or aspirations of customers. Marketing, operations, and global environment considerations have significant implications for the design of a service system. Three criteria used to classify service systems include: customer contact, capital intensity, and level of customer involvement. Properly designed service systems employ technology or organizational networks that can allow relatively inexperienced people to perform very sophisticated tasks quickly — vaulting them over normal learning curve delays. Ideally, empowerment of both service provider employees and customers (often via self service) results from well designed service systems.
Service systems range from an individual person equipped with tools of the trade (e.g., architect, entrepreneur) to a portion of a government agency or business (e.g., branch office of a post office or bank) to complete multinational corporations and their information systems (e.g, Domino's Pizza, Federal Express). Hospitals, universities, cities, and national governments are designed service systems. The language, norms, attitudes, and beliefs of the people that make up a service system may evolve over time, as people adjust to new circumstances. In this sense, service systems are a type of complex system that is partially designed and partially evolving. Service systems are designed to deliver or provision services, but they often consume services as well.
Ref: wikipedia
Service systems range from an individual person equipped with tools of the trade (e.g., architect, entrepreneur) to a portion of a government agency or business (e.g., branch office of a post office or bank) to complete multinational corporations and their information systems (e.g, Domino's Pizza, Federal Express). Hospitals, universities, cities, and national governments are designed service systems. The language, norms, attitudes, and beliefs of the people that make up a service system may evolve over time, as people adjust to new circumstances. In this sense, service systems are a type of complex system that is partially designed and partially evolving. Service systems are designed to deliver or provision services, but they often consume services as well.
Ref: wikipedia
Thursday, October 2, 2008
Customer Privacy
We were talking about privacy and data security in our previous post. We talked Customer privacy. Today we continue with that. Since they operate for-profit, commercial organizations also cannot spend an unlimited amount on precautions and remain competitive - a commercial context tends to limit privacy measures, and to motivate organizations to share data when working in partnership.
This has led to many moral hazards and outrageous customer privacy violation incidents, and has led to consumer privacy laws in most countries, especially in the European Union, Australia, New Zealand and Canada. The United States has no such law and relies on corporate customer privacy to ensure consumer privacy in general.
Some services, notably telecommunications including Internet, imply collecting a vast array of information about user's activities in the course of things, and may also require consultation of these data to prepare bills. Telecom data must be kept for seven years in the US and Canada, to permit dispute and consultation about phone charges.
Ref: wikipedia agents website design, wood blinds
This has led to many moral hazards and outrageous customer privacy violation incidents, and has led to consumer privacy laws in most countries, especially in the European Union, Australia, New Zealand and Canada. The United States has no such law and relies on corporate customer privacy to ensure consumer privacy in general.
Some services, notably telecommunications including Internet, imply collecting a vast array of information about user's activities in the course of things, and may also require consultation of these data to prepare bills. Telecom data must be kept for seven years in the US and Canada, to permit dispute and consultation about phone charges.
Ref: wikipedia agents website design, wood blinds
Wednesday, August 13, 2008
Privacy and Data Security -1
One of the primary functions of CRM software is to collect information about customers. When gathering data as part of a CRM solution, a company must consider customer privacy and data security with respect to legal and cultural environments. Some customers prefer assurance that their data is not shared with third parties without their consent and that it cannot be illicitly accessed by third parties.
Customer Privacy
Customer privacy measures are those taken by commercial organizations to ensure that confidential customer data is not stolen or abused. Since most such organizations have a strong competitive incentive to retain an exclusive access to these data, and since customer trust is usually a high priority, most companies take some security engineering measures to protect customer privacy. Company like Agents web world is good with customer privacy.
However, these vary in effectiveness, and would not typically meet the much higher standards of client confidentiality applied by ethical codes or legal codes in banking or law, nor patient privacy measures in medicine, nor rigorous "national security" measures in military and intelligence organizations.
Customer Privacy
Customer privacy measures are those taken by commercial organizations to ensure that confidential customer data is not stolen or abused. Since most such organizations have a strong competitive incentive to retain an exclusive access to these data, and since customer trust is usually a high priority, most companies take some security engineering measures to protect customer privacy. Company like Agents web world is good with customer privacy.
However, these vary in effectiveness, and would not typically meet the much higher standards of client confidentiality applied by ethical codes or legal codes in banking or law, nor patient privacy measures in medicine, nor rigorous "national security" measures in military and intelligence organizations.
Wednesday, February 20, 2008
Strategy and Successes for CRM
CRM strategies can vary in size, complexity and scope. Some companies consider a CRM strategy to only focus on the management of a team of salespeople. However, other CRM strategies can cover customer interaction across the entire organization. Many commercial CRM software packages that are available provide features that serve sales, marketing, event management, project management and finance.
Successes of CRM
While there are numerous reports of "failed" implementations of various types of CRM projects, these are often the result of unrealistic high expectations and exaggerated claims by CRM vendors. Many of these "failures" are also related to data quality and availability. Data cleaning is a major issue. If the company CRM strategy is to track life-cycle revenues, costs, margins and interactions between individual customers, this must be reflected in all business processes. Data must be extracted from multiple sources (e.g., departmental/divisional databases, including sales, manufacturing, supply chain, logistics, finance, service, etc.), requiring an integrated, and comprehensive business processing system to be in place with defined structures and data quality. If not, interfaces must be developed and implemented to extract data from different systems. This creates a demand far beyond customer satisfaction to understand the full business-to-business relationship. For this reason, CRM is more than a sales or customer interaction system.
The experience from many companies is that a clear CRM requirement with regard to reports (e.g., input and output requirements) is of vital importance before starting any implementation. With a proper demand specification, a great deal of time and money can be saved based on realistic expectations of systems capability. A well operating CRM system can be an extremely powerful tool for management and customer strategies.
ref: Insurnace Software, Insurance CRM Software, wikipedia
Successes of CRM
While there are numerous reports of "failed" implementations of various types of CRM projects, these are often the result of unrealistic high expectations and exaggerated claims by CRM vendors. Many of these "failures" are also related to data quality and availability. Data cleaning is a major issue. If the company CRM strategy is to track life-cycle revenues, costs, margins and interactions between individual customers, this must be reflected in all business processes. Data must be extracted from multiple sources (e.g., departmental/divisional databases, including sales, manufacturing, supply chain, logistics, finance, service, etc.), requiring an integrated, and comprehensive business processing system to be in place with defined structures and data quality. If not, interfaces must be developed and implemented to extract data from different systems. This creates a demand far beyond customer satisfaction to understand the full business-to-business relationship. For this reason, CRM is more than a sales or customer interaction system.
The experience from many companies is that a clear CRM requirement with regard to reports (e.g., input and output requirements) is of vital importance before starting any implementation. With a proper demand specification, a great deal of time and money can be saved based on realistic expectations of systems capability. A well operating CRM system can be an extremely powerful tool for management and customer strategies.
ref: Insurnace Software, Insurance CRM Software, wikipedia
Monday, February 11, 2008
Strategy for CRM
Insurance CRM is part of agency management software of any business. Insurance CRM Software helps any business to deal its day to day customer relation. Today we are going to talk about strategy for CRM.
Several commercial CRM software packages are available which vary in their approach to CRM. However, as mentioned above, CRM is not just a technology, but rather a comprehensive customer-centric approach to an organization's philosophy in dealing with its customers. This includes policies and processes, front-of-house customer service, employee training, marketing, systems and information management. Hence, it is important that any CRM implementation considerations stretch beyond technology, towards the broader organizational requirements.
The objectives of a CRM strategy must consider a company’s specific situation and its customers' needs and expectations. Information gained through CRM initiatives can support the development of marketing strategy by developing the organization's knowledge in areas such as identifying customer segments, improving customer retention, improving product offerings (by better understanding customer needs), and by identifying the organization's most profitable customers.
ref: agency management software, wikipedia, Insurance crm software
Several commercial CRM software packages are available which vary in their approach to CRM. However, as mentioned above, CRM is not just a technology, but rather a comprehensive customer-centric approach to an organization's philosophy in dealing with its customers. This includes policies and processes, front-of-house customer service, employee training, marketing, systems and information management. Hence, it is important that any CRM implementation considerations stretch beyond technology, towards the broader organizational requirements.
The objectives of a CRM strategy must consider a company’s specific situation and its customers' needs and expectations. Information gained through CRM initiatives can support the development of marketing strategy by developing the organization's knowledge in areas such as identifying customer segments, improving customer retention, improving product offerings (by better understanding customer needs), and by identifying the organization's most profitable customers.
ref: agency management software, wikipedia, Insurance crm software
Saturday, February 2, 2008
Collaborative CRM
We talked Operational CRM in our last post. we are talking here Insurance CRM Software. CRM Software is part of agency management system and it includes Insurance SFA. Today we are going to talk about Collaborative CRM.
The function of the Customer Interaction System or Collaborative Customer Relationship Management is to coordinate the multi-channel service and support given to the customer by providing the infrastructure for responsive and effective support to customer issues, questions, complaints, etc.
Collaborative CRM aims to get various departments within a business, such as sales, technical support and marketing, to share the useful information that they collect from interactions with customers. Feedback from a technical support center, for example, could be used to inform marketing staffers about specific services and features requested by customers. Collaborative CRM's ultimate goal is to use information collected from all departments to improve the quality of customer service.
ref: wikipedia, insurance crm software, agency management system
The function of the Customer Interaction System or Collaborative Customer Relationship Management is to coordinate the multi-channel service and support given to the customer by providing the infrastructure for responsive and effective support to customer issues, questions, complaints, etc.
Collaborative CRM aims to get various departments within a business, such as sales, technical support and marketing, to share the useful information that they collect from interactions with customers. Feedback from a technical support center, for example, could be used to inform marketing staffers about specific services and features requested by customers. Collaborative CRM's ultimate goal is to use information collected from all departments to improve the quality of customer service.
ref: wikipedia, insurance crm software, agency management system
Tuesday, January 22, 2008
Analytical CRM - Insurance CRM
Customer Relationship Management is part of agency management system(AMS) . Insurance CRM we are talking here. we talked different aspect for CRM in our past post and also we talked about Operational CRM. Today we are going to talk about Analytical CRM.
Analytical CRM
Analytical CRM analyzes customer data for a variety of purposes:
Design and execution of targeted marketing campaigns to optimize marketing effectiveness
Design and execution of specific customer campaigns, including customer acquisition, cross-selling, up-selling, retention
Analysis of customer behavior to aid product and service decision making (e.g. pricing, new product development etc.)
Management decisions, e.g. financial forecasting and customer profitability analysis
Prediction of the probability of customer defection (churn analysis)
Analytical CRM generally makes heavy use of data mining.
ref: agency management system, insurance crm, wikipedia
Analytical CRM
Analytical CRM analyzes customer data for a variety of purposes:
Design and execution of targeted marketing campaigns to optimize marketing effectiveness
Design and execution of specific customer campaigns, including customer acquisition, cross-selling, up-selling, retention
Analysis of customer behavior to aid product and service decision making (e.g. pricing, new product development etc.)
Management decisions, e.g. financial forecasting and customer profitability analysis
Prediction of the probability of customer defection (churn analysis)
Analytical CRM generally makes heavy use of data mining.
ref: agency management system, insurance crm, wikipedia
Friday, January 11, 2008
Operational CRM
Insurance CRM we are talking here. we talked different aspect for CRM. Customer Relationship Management is part of any good agency management system. Today we are going to talk about Operational CRM.
Operational CRM
Operational CRM provides support to "front office" business processes, including sales, marketing and service. Each interaction with a customer is generally added to a customer's contact history, and staff can retrieve information on customers from the database when necessary.
One of the main benefits of this contact history is that customers can interact with different people or different contact channels in a company over time without having to describe the history of their interaction each time.
Consequently, many call centers use some kind of CRM software to support their call center agents.
Operational CRM processes customer data for a variety of purposes:
Operational CRM
Operational CRM provides support to "front office" business processes, including sales, marketing and service. Each interaction with a customer is generally added to a customer's contact history, and staff can retrieve information on customers from the database when necessary.
One of the main benefits of this contact history is that customers can interact with different people or different contact channels in a company over time without having to describe the history of their interaction each time.
Consequently, many call centers use some kind of CRM software to support their call center agents.
Operational CRM processes customer data for a variety of purposes:
Monday, December 31, 2007
Customer Relationship Management Software
Insurnace CRM software we are talking here. we talked defination of CRM and just basice concept of it in our last post. today we are going to talk about Aspects of CRM Software.
Aspects
A high-level architecture overview of CRM .There are three aspects of CRM which can each be implemented in isolation from each other:
Operational - automation of customer processes that offers support to a company’s sales or service representative
Collaborative - the program communicates to customers without a company’s sales or service representative (self service)
Analytical - analysis of customer information for multiple purposes
Technology considerations
The technology requirements of a CRM strategy can be complex and far reaching.
The basic building blocks:
Aspects
A high-level architecture overview of CRM .There are three aspects of CRM which can each be implemented in isolation from each other:
Operational - automation of customer processes that offers support to a company’s sales or service representative
Collaborative - the program communicates to customers without a company’s sales or service representative (self service)
Analytical - analysis of customer information for multiple purposes
Technology considerations
The technology requirements of a CRM strategy can be complex and far reaching.
The basic building blocks:
- A database for customer information.
- Operational CRM requires customer agent support software.
- Collaborative CRM requires an interactive system, e.g. an interactive website, automated phone systems etc.
- Analytical CRM requires statistical analysis software as well as software that manages any specific marketing campaigns.
- Each of these can be implemented in a basic manner or in a high end complex installation.
Wednesday, December 26, 2007
Insurance CRM - Leadorganizer
Customer relationship management (CRM) has the business purpose of intelligently finding,marketing,selling to and servicing customers. CRM is a broadly used term that covers concepts used by companies, NGO's and public institutions to manage their relationships with customers and stakeholders. Technologies that support this business purpose include the capture, storage and analysis of customer, vendor, partner, and internal process information. Functions that support this business purpose include Sales, Marketing and Customer Service, Training, Professional Development, Performance Management, Human Resource Development and Compensation.
Today, every business big or small would like to improve its leads effectiveness and conversion of leads into sales for higher revenues. So, they focus on a tool to resolve their problems. This is where LeadOrganizer, a web hosted CRM with its own unique features offers advantages to the insurance industry's small and medium businesses (SMB).
The LeadOrganizer advantages lies in its insurance industry focus. It has been designed with the help of insurance sales agents so it works the way you do ----providing functionality and features like integration with a custom quote engine and insurance document management center. Sales performance improvement happens due to the LeadOrganizer features matching the user needs.
Ref: Insurance CRM Software, wikipedia
Today, every business big or small would like to improve its leads effectiveness and conversion of leads into sales for higher revenues. So, they focus on a tool to resolve their problems. This is where LeadOrganizer, a web hosted CRM with its own unique features offers advantages to the insurance industry's small and medium businesses (SMB).
The LeadOrganizer advantages lies in its insurance industry focus. It has been designed with the help of insurance sales agents so it works the way you do ----providing functionality and features like integration with a custom quote engine and insurance document management center. Sales performance improvement happens due to the LeadOrganizer features matching the user needs.
Ref: Insurance CRM Software, wikipedia
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