December 2009- The exact moment an organization needs SFA is hard to nail down, but far too many realize they need SFA only after they lose a revenue opportunity. Is it time to invest in SFA? Focus presents this discussion of 10 signs that indicate you need an SFA solution.
January 2010- Service management, as part of the supply-chain management, is the link between the sales department and customers. Its goal is to optimize the service-intensive supply chains, which tend to be more and more complex. Service management is usually linked to operations support systems. Systems that use service management can include order management, inventory management, activation, maintenance, performance diagnostics, and several other types of support systems. A well-run service management process ensures that these systems are ...
Beat the competition by responding immediately to customer actions through operational responsiveness.
Operational responsiveness is the ability of business processes and systems to respond to changing conditions and client interactions as they occur, enabling business leaders to capitalize on opportunities, drive greater efficiencies, and reduce risk.
Download this whitepaper to learn how to incorporate operational responsiveness into business technology and to increase satisfaction through better responsiveness across your business.
Operational responsiveness is the ability of business processes and systems to respond to changing conditions and customer interactions as they occur, enabling business leaders to capitalize on opportunities, drive greater efficiencies, and reduce risk. The survey identified a number of key pointers as to why businesses would be keener than ever to improve how they respond operationally including:
•?91% of the respondents said they are trying to act in a ???more personal “one-to-one” ...
In the transport and logistics market where timing is critical, a matter of minutes can make or break a performance-based contract. Your success will depend on your organization’s ability to visualize, monitor and act on internal events and external events that effect your operations.
In this white paper, Progress Apama’s David Olson reveals the four trends that deserve attention because they are where managing business events can have an impact:
October 2009- Read this excerpt of the 2009 IDC study by Maureen Fleming and Jeff Silverstein looking at complex event processing. The excerpt includes IDC opinion on the market for CEP, what defines CEP and independently profiles Progress Apama, which was ranked "Top CEP Innovator" in the report.
November 2009- CORE products significantly compliment other business solutions already utilized by companies, allowing for further automation of major business processes and building of a more efficient IT infrastructure. The extensive use of .NET technology makes development, further customization, and deployment of CORE products simpler and easier, and ensures better performance even with large volumes of data. Integration with Microsoft products, including CRM and ERP solutions, is smooth and transparent, ensuring consistency and security of transferred data, ...
September 2009- Demand for third-party enterprise software support is exploding as converging factors drive hundreds of companies — ranging from Fortune 500 and mid-market businesses to public sector organizations — to leave vendor support for significant cost savings and better support value. Many more software licensees are just starting to explore the factors behind the increasingly popular decision to switch to third-party support. Find out if third-party software support is a fit for your organization.
October 2009- Compliance is of primary concern to financial service, healthcare, and government organizations. Meeting compliance regulations have historically been perceived as an onerous burden. Today, leading companies are taking a broader approach to meeting compliance and are even embracing the benefits compliance offers. Meeting compliance must be a systemic process that touches all aspects of an organization. Most governmental regulations deal with the handling of business and personal information. Regulations are designed to protect against a ...
October 2009- We all have an intuitive idea of what an event is. However, when it comes to the use of the term “event” within a business context then it is easy to get confused. This papers seeks to explain what events are, whey they are important to your business, and what the options are for processing and managing these events (depending on their type and volume).
November 2006- There are many articles on Customer Relationship Management (CRM) and its benefits. However, most articles cater to large organizations and don't concentrate on the needs and objectives of small business owners and managers. The purpose of this whitepaper is to educate small business owners on what, why and how CRM can retain existing customers and help their business grow.
November 2005- This six-page document introduces Interactive Workflows, and details how using Surado CRM Interactive Workflows can possibly increase efficiency, standardize processes, reduce costs, and increase return on investment.
October 2003- This guide provides an executive overview of the makeup of a CRM system, as well as advice for choosing the right system for your business, key benefits and 10 best practices to ensure a successful CRM implementation.
July 2009- In the era of multichannel communications, the Service Management and Customer Support features used in call centers, along with the Sales Force Automation (SFA), are among the most common functionalities of a Customer Relationship Management (CRM) solution. Very often, the call center runs using an Automated Call Distribution (ACD) solution without integrating it with a CRM solution. The growing number of call centers on various market verticals proves that call centers have become more complex, ...
July 2009- The overuse and abuse of spreadsheets presents a real danger to the security and competitiveness of your organisation. This paper aims to further the debate over the viability of spreadsheets versus commercial business systems by posing 6 questions you should ask yourself if you use spreadsheets to manage your finances, expenses, projects, contracts or resources. It explores the dangers of using spreadsheets and letting them get out of control. In this paper are examples of the ...
April 2009- This whitepaper addresses common pain points in the existing offshore outsourcing processes and elaborates on how Notetech Software India could implement a customizable but productive methodology to provide its clients a hassle-free outsource experience.
February 2009- While shops both large and small can benefit from the use of advanced content management systems, many worry about security-related challenges. Key industry analysts say centralized document storage and maintenance are critical tenets to better customer service, but how do you implement multiple levels of security to make self-service over intranets and public networks a safe reality?
February 2009- While IBM System i shops both large and small can benefit from the use of advanced content management systems, many worry about security-related challenges. Key industry analysts say centralized document storage and maintenance are critical tenets to better customer service, but how do you implement multiple levels of security to make self-service over intranets and public networks a safe reality?
March 2009- Recessionary forces drive applications professionals to seek new delivery models such as software as a service (SaaS), platform as a service (PaaS), and other XaaS (X as a service) models, but with these options' upfront benefits come new ownership risks. Check out Forrester's review of 11 vendors of SaaS ERP, CRM, and SCM to learn which five key actions mitigate risk while avoiding lock-in.
January 2009- Everybody is cutting costs. The businesses that will emerge strong at the end of this recession are the ones that don’t sacrifice customers to make those cuts. Holding on to customers during tough times can prove difficult, given inevitable cost reductions and competitors who are just a click away for a dissatisfied customer. Knowlagent, provider of on-demand call center solutions, presents this guide will outline simple methods to provide that “insurance.”
November 2008- The Force.com whitepaper is a result of Navatar Group's aim to help organizations with the business and technical aspects of moving to an On-Demand model. It establishes why established ISVs with On-Premise software products need to approach their move to the On-Demand model as a transformation of their business, as opposed to a technical product migration exercise. It highlights the challenges ISVs face and examines the most common missteps during various stages and areas ...
April 2008- IBM discusses its Unified Communications and collaboration strategy in this presentation. Case studies are provided.
April 2008- Businesses need to innovate in challenging economies, and mashups can provide a platform for employees' innovation.
March 2008- This presentation explores the key elements necessary in maximizing customer intelligence in the contact center.
March 2008- Rarely does an individual business group own the customer experience across all channels (CTI, agent, self-service)–-in many cases it’s not even the same functional unit. Teams are usually not empowered to work together across corporate boundaries to achieve the best experience for the customer. CTI logs vary greatly in their level of detail depending on the platform. Few companies currently have customer experience owners/divisions to monitor or manage the customer experience from ...
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