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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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Mitsubishi Caterpillar Forklift Europe (MCFE) is a joint venture between forklift manufacturers Mitsubishi and Caterpillar. The company manufactures, sells, and distributes 18,000 forklifts and related spare parts each year. MCFE...
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Sportsnet Holidays needed a Customer Relationship Management (CRM) solution to handle data that was spread among 220 separate databases. Sportsnet implemented Microsoft Dynamics CRM, which dramatically improved customer service, business...
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Culver Franchising Systems, Inc. (CFSI) owns eight Culver's restaurants and franchises 373 others. Getting information to make decisions involved highly manual reporting processes that bogged down staff and franchise business...
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ValMark Securities' insurance business was handicapped by an inflexible third-party Agency Management System (AMS). Managers were forced to use a report database populated with day-old data to run the business....
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Optimize communications with Microsoft Dynamics® and the Collaborative Contact Center.
Over half of European operations directors think that company and customer issues are the biggest barriers to 'collaborative ecommerce'. Surprisingly, the majority do not see limitation in IT as the biggest obstacle in rolling out collaborative...
Oracle has added to its hosted software applications with the acquisition of 3Cube, a maker of collaborative software for online meetings. Oracle will integrate 3Cube's Web Meeting Services technology into iMeeting, a new online application which...
The UK will use its forthcoming presidency of the EU to drive through stronger initiatives for interoperable and collaborative ebusiness and e-government solutions across Europe, as well as seeking to liberalise the telecoms industry.
Is the rush towards open source and collaborative development a healthy trend or an investment bubble? Alongside tiny start-ups, established providers from IBM to Microsoft are seeking to capitalise on open source products or replicate the...
SAP says collaborative working through service oriented architecture (SOA) technology represents the future for businesses. Kagermann explained that in the current economic climate, businesses want to "innovate quickly and scale up profitably...
The government has written off millions of pounds on the second part of a collaborative working system. However, the second phase - which was to provide additional functionality to allow for greater collaborative working between agencies and...
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