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Today's support organisations are focused on two top-level metrics: financial results and customer satisfaction. For most, it's easy to track financial performance, but customer satisfaction is akin to speaking a...
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Customer experience is the most powerful tool available today for distinguishing your company from competitors ? each contact with the customer offers an opportunity for strengthening your relationships by delivering...
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As companies brace for more bumps in the economic downturn, many organisations are indiscriminately cutting costs. To ensure a seamless transition into the post-recession market, however, slashing and burning is...
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If you aren't assessing customer satisfaction you are overlooking a potential goldmine. This valuable data is crucial to creating a successful IT strategy. But where do you start?
This new...
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Since its launch in 2001, Virtual IT's guiding principle has been, 'We'll look after your IT so you can look after
your business'. And in a relatively short time the company...
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The University of Rochester Medical Center (URMC), a large medical treatment and research campus in upstate New York, is the university's primary medical facility for education, research, and patient care....
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David Aungle, vice president of IT infrastructure in the Cisco IT group, shares his thoughts on the shifting role of IT professionals as the focus expands beyond cost containment to...
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Lance Perry, vice president of IT customer strategy in the Cisco IT group, responds to questions about the evolution of the traditional IT department and explains how Cisco examines its...
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Business consultant and popular author Geoffrey Moore discusses how great companies innovate and how the customer relationship is becoming more focused in terms of utilizing the network to facilitate the...
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IT industry editor and analyst Joanie Wexler sits down with Cisco vice presidents David Aungle and Lance Perry to discuss the evolving expectations and opportunities of IT professionals. Aungle and...
David Perry, director of public education for Trend Micro and a former adviser to the US government on computer security, told silicon.com: "80 per cent of all viruses are coming from the internet. For the full video interview with David Perry...
Simon Perry, VP security strategy at CA, said: "There has not been a single incident of cyber terrorism and there has not even been a single incident to suggest terrorist groups are developing the skills and the systems to commit such crimes.
The always outspoken David Perry, from Trend Micro, was among the most critical and berated the press for a tendency to turn "five pages of technical explanation" into a one-paragraph "sound-bite". This may be because journalists "only have room in...
He is also a member of the CBI Presidents' Committee. The unit was headed up in the interim by Dr David Evans, director of innovation at the DIUS, which sponsors the board. The Department for Innovation, Universities and Skills (DIUS) has appointed...
underwent an executive exodus in the last two weeks, losing three executive vice presidents, two senior vice presidents, and others. That executive will run an "insights strategy team", with responsibilities for centralising and running a Yahoo!
The researchers suspected that it was a keystroke logger, or some other data-stealing program, said David Perry, global director of security education at Trend Micro. It has infected between three million and 12 million computers, according to Perry.