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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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Learn about fully hosted productivity tools in the cloud with Microsoft® Business Productivity Online Suite (BPOS). With real time communication and collaboration tools, including, instant messaging, email, video conferencing, shared...
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Intelligent Office is a virtual office solutions provider with seven locations across Ontario, and plans for growth across Canada. The company provides entrepreneurs and businesses with executive office space and...
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The Product Release and Security Services (PRSS) team at Microsoft wanted to centralize product release data, track customer relationships, and eliminate manual processes. The team implemented Microsoft Dynamics CRM and...
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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...
The company said the cuts are the result of decisions taken after a review process lasting 18 months. Bob Potts, Barclaycard chief executive, said: "I very much regret that we will be losing jobs over the next few years, but I am afraid this will...
This is the latest in a series of special features on silicon.com, which include a WAP Guide, European Entrepreneur 2000, Agenda Setters 2000, and the silicon.com Skills Survey. Divided into three sections, Technology, Convergence and Business...
One obstacle lies in the maintenance of the database, known as the Master Street Address Guide, which stores a 911 dialler's location information. Boyd participated in a panel discussion at a conference in Virginia sponsored by the National...
Their understanding of this industry with its challenges and opportunities make them the perfect choice to lead and guide Alcatel-Lucent as it moves into this next stage in its development. However, pressure to deliver on the promises made before...
There will be less choice [of jobs] but candidates can target hot areas - such as online, such as SAP, SaaS [software as a service] is another area we feel is going to be a big trend in 2009… so clever candidates will be targeting these hot areas...
The research also revealed that almost all the retailers polled (90 per cent) are planning to optimise their supply chain inventory to better control costs - meaning there is likely to be a focus on improving in-store organisation of limited stock.