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Overview: This paper published by Carnegie Mellon University describes that existing research on services and relationship treats customer service as a major operating variable and focuses on measuring the resulting customer satisfaction, retention, duration, repeat purchases. The rapid advances in information and communication technology provide greater opportunities for today’s firms to establish, nurture, and sustain long-term relationships with their customers than ever before. The ultimate goal is to transform these relationships into greater profitability by reducing customer acquisition costs, increasing repeat purchases, and charging higher prices.
Best Practices for Migrating from Lotus Notes to Microsoft Exchange and SharePoint
Is your business planning a migration from IBM Lotus Notes to Microsoft Exchange and SharePoint? Many companies are...
IDC Complex Event Processing Excerpt
This paper seeks to explain what events are, why they are important to your business, and what the options are for processing and managing these events (depending on their type and volume).
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