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The Process of Customer Satisfaction: The nature of the call centre business entails a fair degree of customer interaction, it is for this purpose that the performance of call centres is judged by standards of customer service delivery. All call centre businesses have an emphasis on service delivery in their mission statements, citing customer satisfaction...; Tags: Customer Service, Customer Satisfaction, CallCare Consulting, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software; White papers

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Collaboration 2.0...: For the last couple of years I've been in the trenches managing a sizeable collaboration space across three continents for a large multinational enterprise. The diplomacy, strategy, tactics and sheer hard work of managing, building and running this type of space can be all consuming, particularly with...; Tags: Strategy, Web, Collaboration, Enterprise 2.0, Web 2.0, Groupware, Internet, Enterprise Software, Software, Oliver Marks; Blog posts 2008-05-15
UK warned of China, India software threat: Key UK industry figures believe Britain should forget any hopes of matching China and India in the low-cost end of the software market, and instead carve out a high-end niche. UK software sales are on course to lag almost $60 billion behind China this year, fuelling high-level calls for...; Tags: Revenue, China, India, U.K., Tools & Techniques, Management, Nick Heath silicon.com, software, Inda, services; News items 2008-05-14
EDS' troubled legacy of failed IT projects: EDS' troubled legacy of failed IT projectsEDS' troubled legacy of failed IT projectsThis is a pretty good reason why outsourcing your IT doesn't work. Way too many complications and its just not as efficient. Don't get me wrong, outsourcing works to some degree, like hiring cable monkeys to...; Tags: Strategy, Outsourcing, Electronic Data Systems Corp., Navy/EDS NMCI, information technology; Discussion threads 2008-05-13
Combined HP-EDS can explore missing methodology around how to offload IT to the cloud(s): HP's now official pending EDS buy for just shy of $14 billion positions the combined companies to organize and manage the hosted/on-premises mix to maximum efficiency and lowest TCO. It's a great goal to shoot for because all they have to do is beat IBM. With this...; Tags: Hewlett-Packard Co., Information Technology, Electronic Data Systems Corp., End Goal, Strategy, Management, Dana Gardner; Blog posts 2008-05-13

HP seals EDS deal; Services No. 2 behind IBM; Hurd touts efficiencies: HP seals EDS deal; Services No. 2 behind IBM; Hurd touts efficienciesShould have bought AMD first.They could have obtained EDS at a later date, then filled it with cheap AMD products. AMD is a steal right now! EDS is currently filled with IBM products.RE: HP seals EDS deal; Services No....; Tags: Electronic Data Systems Corp., Hewlett-Packard Co., IBM Corp., No. 2; Discussion threads 2008-05-13
CODA2Go and the economics of PaaS: I had the opportunity to talk money last week with Jeremy Roche, CEO of CODA, the venerable UK-based business software vendor that has become the poster child for Salesforce.com's platform ambitions after the release at DreamForce Europe of its new on-demand financials application, built and delivered entirely on Force.com. Why...; Tags: Salesforce.com Inc., Roche Holding AG, PaaS, On-demand, CODA2Go, Force.com, Coda, Sales Force Management, Sales, Phil Wainewright; Blog posts 2008-05-13
Microsoft appeals $1.4 billion EU fine: Microsoft appeals $1.4 billion EU fineExtortion?IIUC the fine is for 'abusing a monopoly position'. All MS have to do is stop the abuse. Simple. If they carry on, or they argue that the abuse is justified, then they will keep getting fined. That will hurt themselves, their customers and their...; Tags: OPEN SOURCE, Operating systems, Microsoft Corp.; Discussion threads 2008-05-09
Interview: IBM Cognos chief Rob Ashe: Interview: IBM Cognos chief Rob AsheIBM is completely missing the SaaS BI trendI wasn't surprised by Rob's comment that "BI doesn’t lend itself to SaaS" (though I suspect that the folks from Cognos' Celequest acquisition were caught a bit off guard.) But, I strongly disagree. The notion that...; Tags: Sales strategy, Software as a Service (SaaS), Sales force management, Tools & Techniques, SaaS BI, sales, software-as-a-service, Cognos Inc., IBM Corp.; Discussion threads 2008-05-09
Geek Sheet: Bare-metal backup and recovery: Tired of the same old punditry and OS wars? Want to read something practical you can actually use and apply to your real job? Or perhaps you need some light reading material to help you get some sleep on the plane between consulting engagements â€“ either way, welcome to the...; Tags: Recovery, Network File System, File System, Photovoltaics, Backup, Volume, Partition, Machine, System Rescue CD, LVM, Volume Group, Linux, Manufacturing, Servers, Operating Systems, Software, Hardware, Jason Perlow; Blog posts 2008-05-07
HDTVs: How black is black?: An announcement comes today by way of Pioneer, maker of the ever-popular Kuro HDTV line, saying that its new Kuro sets are five times blacker than the Kuro line on the market today which we reviewed as the TV with the deepest blacks out there. So wait...; Tags: HDTV, Image, Ratio, TVs, Tv & Home Theater, Personal Technology, Home Entertainment, Andrew Nusca; Blog posts 2008-05-07
News to know: MicroNoHoo, OpenSolaris, 10 reasons for IT failure; Apple: Notable headlines: Larry Dignan: Microsoft walks away from Yahoo: Assessing winners, losers and Plan Bs Microsoft walks: Five reasons why it's a good move Mary Jo Foley: Microsoft takes its ball and leaves Yahoo on the Web 2.0 playground Dan Farber: Yang...; Tags: Apple iPhone, Web, OpenSolaris, Information Technology, Yahoo! Inc., Apple Inc., Enomaly, Channel Management, Web 2.0, Microsoft Windows, Sales Strategy, Strategy, Open Source, Marketing, Internet, Operating Systems, Software, Sales, Management, Larry Dignan; Blog posts 2008-05-05
Webcast: Best Practices for a Successful SOA Implementation: Pundits claim that you will reap returns on your SOA investments only after the implementation reaches a critical mass. Oracle Fusion Middleware customers have repeatedly demonstrated phenomenal ROI from the get-go. It is a potent combination of seasoned implementers and underlying product capabilities that have ensured tactical as...; Tags: Oracle Corp., Webcast, SOA, Best Practice, Service-Oriented Architecture (SOA), Web Services, Middleware, Enterprise Software, Software; Webcasts 2008-05-05
Sugar on Windows looking inevitable: Now that Walter Bender has resigned from OLPC, Technology Review featured an article on the group's new president, Charles Kane. The article makes it very clear that OLPC, under the direction of Kane and Nicholas Negroponte, will definitely be seeking to deploy Windows on XOs and future products from...; Tags: One Laptop Per Child Project, Nicholas Negroponte, Bender, Microsoft Windows, Operating Systems, Software, Christopher Dawson; Blog posts 2008-05-04
Instrumenting social responsibility: As I'm sitting in an Orlando hotel idly flicking through RSS, I come across this guest post by Stacey Monk on Go Big Always. To cut a long story short: After all, I'm the perhaps crazy person who, after a trip to Africa last year, left a really successful...; Tags: SAP AG, Stacey Monk, EpicChange, Web 2.0, Corporate Social Responsibility, Internet, Leadership, Management, Dennis Howlett; Blog posts 2008-05-02
Enomaly's open source virtual platform moves VMs in the cloud: Enomaly is a software developer in Toronto whose open source cloud computing platform is getting a lot of attention these days. The platform, Enomalism, is a virtual infrastructure tool that allows customers create their own cloud capacity and move virtual machines from one's data center or from...; Tags: Cloud Computing, Platform, VMware Inc., Enomaly, Enomalism, Open Source, Paula Rooney; Blog posts 2008-05-02
News to know: Microhoo; Adobe; MacBook Air; OLPC; RIAA: Notable headlines: Microsoft: We'll raise our bid for Yahoo, but can't make up our mind yet. Techmeme Jason O'Grady: Excess thermal paste causing high temps in MacBook Air Ryan Stewart: Adobe Open Screen Project Dan Farber: IBM...; Tags: TIBCO Software Inc., Adobe Systems Inc., Google Inc., Advertisement, RIAA, Apple MacBook, SAP AG, Microsoft Corp., One Laptop Per Child Project, 3G, Service-Oriented Architecture (SOA), Professional Development, Cellular Phones, Consumer Electronics, Personal Technology, Web Services, Enterprise Software, Software, Career, Larry Dignan; Blog posts 2008-05-01
Why social software won't dethrone the incumbents: It's not often I find myself fundamentally disagreeing with Sam Lawrence. He's a smart guy with a great marketing head. But on this post he's over-reaching in my opinion. His basic argument says this: The big IT vendors aren't taking social software seriously. They can't. Not even if they...; Tags: Software, Oracle Corp., Value Chain, Vendor, SAP AG, IBM Corp., Sam, Austin Ventures, Dan, Web 2.0, Channel Management, Internet, Marketing, Dennis Howlett; Blog posts 2008-04-30
EXCLUSIVE: CODA2go on force.com: Â Today in an exclusive preview, I saw CODA2go's first iteration. CODA2go is accounting software developer CODA's first foray at an on-demand accounting application service built on the force.com platform. CODA claims it is the largest development of its type on force.com. According to...; Tags: Dennis Howlett; Blog posts 2008-04-29
Road signs for physicians: According to BioMed Central, French researchers have developed a new iconic drug information system inspired by road signs. This icon system is named VCM, short for 'Visualisation des Connaissances MÃ©dicales' in French, which means 'Visualization of Medical Knowledge.' Like road signs, the VCM graphical language uses a small set of...; Tags: Physician, BioMed Central, Icon, VCM, Roland Piquepaille; Blog posts 2008-04-28