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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, which currently supports six different versions of its enterprise resource planning (ERP) software, called R/3, plans to discontinue support for four of those versions one year from this month, said Arne Schmidthals, SAP's vice...
On-demand CRM and business apps vendor NetSuite has declared its intention to fight for control of the mid-market, declaring it "the last great battle in the software market". Dubbing it the 'Suite Wars', the company's CEO Zach Nelson said vendors...
Microsoft plans to launch a new hosted CRM service next year under its expanding Live brand. Microsoft Dynamics CRM Live, an on-demand alternative to its on-premise CRM software, is set to debut by mid-2007 as part of a revamped product code-named...
Our CIO Essentials feature puts you in the picture. If you are a UK-based IT director or CIO and would like to take part in the CIO Essentials series by choosing your top five stories of the week, send us an email here at silicon.com.
The survey, published on Monday, found that an average of nearly 52 per cent of respondents planned to work on SaaS projects in 2009, with adoption expectations highest in the Asia-Pacific region. North American developers had the highest current...
Microsoft's Dynamics CRM is starting to be used for more than just the traditional sales and marketing, according to the company. Gary Turner, product group director for Microsoft Dynamics, told silicon.com: "What we see… is businesses that are not...