ISG Software Research Analyst Perspectives

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for Topic: Customer Life Cycle

Intacct Advances Subscription Billing and Reporting

Posted by Robert Kugel on 09 November 2016

Intacct, a cloud-based ERP vendor focused on midsize companies, recently held its annual user group meeting. Two of its products that were covered in the keynote are worth noting. One, already available, enables companies to manage their order-to-cash process in a continuous fashion, from the time a salesperson begins to engage with a prospect to the time funds are collected. The other is a... Read More

Topics: SaaS, Sales, Customer Engagement, Customer Experience, ERP, Human Capital Management, Marketing, NetSuite, Office of Finance, customer life cycle, Customer Service, billing software, asc 606

Aria Enables Effective Recurring Revenue Management

Posted by Robert Kugel on 07 February 2016

Aria Systems provides companies with software for managing subscription or recurring revenue business models. A recurring revenue business models includes three types of selling and billing structures: a one-time transaction plus a periodic service charge; subscription-based services involving periodic charges; or a contractual relationship that charges periodically for goods and services. Aria’s... Read More

Topics: SaaS, Sales, Sales Performance, Customer Engagement, Customer Experience, ERP, Marketing, NetSuite, Office of Finance, Recurring Revenue, customer life cycle, Customer Performance, Operational Performance, Business Analytics, Business Performance, Cloud Computing, Customer Service, Financial Performance, Business Performance Management (BPM), Sales Performance Management (SPM), billing software

Justifying Analytics for Agents and Better Customer Service

Posted by ISG Research on 18 October 2012

Our new world of multifaceted customer communications is driven by moments of interaction with the brand, often called moments of truth. Today’s call center analytics put companies in a position to manage these moments. Analytics that are specific to the call center include desktop analytics, event stream analytics, speech analytics, text analytics, cross-channel analytics and predictive... Read More

Topics: Customer Engagement, Customer Experience, customer life cycle, call center analytics, capacity utilization, Operational Performance, Business Analytics, Business Intelligence, Customer & Contact Center, Workforce Performance, Call Center, Workforce Analytics, NPS