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ZDNet Resources
- Why Do Customer Relationship Management Applications Affect Customer Satisfaction?
- The research discussed in this paper evaluates the effect of Customer Relationship Management CRM on customer knowledge and customer satisfaction. An analysis of archival data for a cross-section of U.S. firms shows that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction. This...
- Tags: American Marketing Association, Customer Satisfaction, CRM, Customer Knowledge, Product Marketing, Supply Chain Management (SCM), Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software
- White papers 2005-10-01
Additional Resources
- Chatting (Not Chattering) About Salesforce - Part I
- (NOTE BEFORE I START: This is one really long post. So rather than post it in all its glory in a single file or post it here over two days, I'm trying something new. I'm posting the first half here. And the second half on PGreenblog. Â Let's see how that...
- Tags: Salesforce.com Inc., Customer Service, Twitter Inc., Sales Force, Customer, CRM, Integration, Force.com, Service Cloud 2, Sales Force Management, Sales Strategy, Sales, Paul Greenberg
- Blog posts 2009-11-23
- CRM+ 5.1.4 (Windows)
- CRM+ is a user-friendly, easy-to-understand customer relationship management CRM software for getting your company's data centralized and organized. It supports the invoicing, contact management, project management, business history, business tasks, reminders, knowledge base and many more customer related functions. It was built using the award winning FileMaker database engine and...
- Tags: Idealisator Hungary, CRM+, Microsoft Windows, Microsoft Windows 7, Apple Mac OS X, Operating Systems, Apple Mac OS, Software
- Software downloads 2009-11-23
- Web Help Desk Free 9.2.3 (Mac)
- The free help desk software edition of Web Help Desk for Mac OS X server installation offers an industry leading web-based help desk software feature set that allows you to track and fulfill all of your technical support trouble tickets and customer service requests with ease, all through an intuitive...
- Tags: Web, Customer Service, Apple Macintosh, MacsDesign Studio, Help Desk, Call Centers, LDAP, Channel Management, It Operations, Directory Services, Enterprise Software, Software, Marketing
- Software downloads 2009-11-20
- Web Help Desk Pro 9.2.3 (Mac)
- This help desk software Pro edition of Web Help Desk for Mac OS X Server offers an industry leading web-based help desk software that empowers IT help desk technicians with iPhone web-app access, email-to-ticket conversion, trouble ticket email notifications, self-service knowledge base, track billable time & materials, LDAP & AD...
- Tags: Asset, Web, Apple Macintosh, MacsDesign Studio, Web Help Desk, Help Desk, Call Centers, Asset Management, It Operations, Financial Services, Operational Planning, Finance, Business Operations
- Software downloads 2009-11-20
- Google Chrome OS announcement
- Just as I thought"All data on Chrome OS is in the cloud""All data stored in the cloud in Google Docs":(YeahThat unfortunately is a deal breaker for me.I'll be sticking to my dual boot Windows 7/Fedora Core setup on my netbook.bad and bad no chrome os for me ......RE: Google Chrome...
- Tags: Operating systems, Google Chrome, Google Inc., Chrome OS, operating system, Chrome
- Discussion threads 2009-11-19
- CRM Association-Netherlands Rocks Het Huis!
- I'm in love with Amsterdam....no wait, I love it but I'm not in love....no, hold on, I like it a lot, but I'm not in love, nor do I love it. The Theory.... Interestingly enough (to me at least and who else am I really writing this for...
- Tags: Car, Amsterdam, Conference, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software, Paul Greenberg
- Blog posts 2009-11-16
- 'The Purpose of a Business is to Create a Customer' - Peter Drucker Centenary
- This month marks the centenary of Management guru Peter Drucker's birth, and the Harvard Business Review - the Vogue magazine of management fashions - has a terrific section devoted to his legacy and ideas this month. The paper version is a keeper. Drucker's...
- Tags: Performance, Knowledge, Drucker, John Hagel, Knowledge Stock, Lloyd, Strategy, Collaboration, Groupware, Management, Enterprise Software, Software, Oliver Marks
- Blog posts 2009-11-16
- CRM+ 5.1.4 (Mac)
- CRM+ is a user-friendly, easy-to-understand customer relationship management CRM software for getting your company's data centralized and organized. It supports the invoicing, contact management, project management, business history, business tasks, reminders, knowledge base and many more customer related functions. It was built using the award winning FileMaker database engine...
- Tags: Apple Macintosh, Idealisator Hungary, CRM+, CRM+ Software, Microsoft Windows, Microsoft Windows 7, Apple Mac OS X, Tools & Techniques, Operating Systems, Apple Mac OS, Desktops, Software, Management, Hardware
- Software downloads 2009-11-16
- Enterprise 2.0: What do we know today about moving our organizations into the 21st century?
- Enterprise 2.0 ROIDion - An extremely interesting article. As a vendor of social software, we're often exposed to an intriguing mix of the trends that you've outlined above. In particular, we've noticed that those common internal advocates you mentioned (e.g. corporate communications, knowledge management) are already sold on the benefits...
- Tags: Sales force management, Enterprise 2.0, E 2.0
- Discussion threads 2009-11-13
- Why IT can't seem to deliver measurable productivity
- Sounds like excuses to me.If it can't be shown on the bottom line, its useless.IT really needs to be aligned with business needs.From what I have heard talking with several managers, IT needs to come out out the silo and focus on delivering business needs and services. From what...
- Tags: Product marketing, Strategy, IT Operations, information technology, customer service
- Discussion threads 2009-11-11
- LiveHelpNow 4.0 (Windows)
- So you have visitors arrive to your site, it is an outstanding start, having them develop into shoppers is the goal which LiveHelnow tools help you achieve. These are hectic times and guests visiting your website crave to acquire knowledge instantly and efficiently. With Live Chat Tool utilized on a...
- Tags: Microsoft Windows, Web Site, LiveHelpNow, Live Chat Software, Live Chat System, Web Site Development, Web Technology, Internet
- Software downloads 2009-11-10
- The Enterprise 2.0 Value Propositions Agenda
- Time is Money: Where's the Beef? The now biannual US 'Enterprise 2.0' conference is a wrap, but disappointingly there is still little business understanding of what the term means or what the value propositions and benefits are. The general 2.0 suffix is well understood by technology...
- Tags: Collaboration, Enterprise 2.0, Conference, E2.0, Susan Scrupski, Oliver Marks
- Blog posts 2009-11-05
- A+ Certification Prep Course (2009 Edition)
- View Available Dates and LocationsCompTIA's A+ certification is the industry standard for validating the foundational skills needed by today's computer support technicians. This international vendor-neutral certification requires that you pass two exams: CompTIA A+ Essentials Exam 220-701 and Practical Application Exam 220-702. In this lecture-only course...
- Tags: A+ Certification, CompTIA
- Training 2009-11-01
- What should open source do in a car?
- Engine Management...The owners should be able to tweak the engine management settings.There is no reason I should be forced to stick with the 'safe' mode settings from the factory. Other Ford enthusiasts could tweak their cars and post their engine profiles online and people could adjust their cars engine...
- Tags: car, Ford Motor Co., open source
- Discussion threads 2009-10-30
- Five reasons to deliver a virtual service, not a virtual server
- What began as an interesting technological experiment has now become an opportunity for IT to shape its future, says Fortisphere's Lilac Berniker Commentary - As virtualization becomes an increasingly commonplace technology in the datacenter, the breadth of stakeholders in the virtual environment is growing. ...
- Tags: Information Technology, Workload, Virtual Server, Server, Strategy, Management, virtualization, Lilac Berniker Fortisphere, Special to ZDNet, Lilac Berniker Fortisphere, Special to ZDNet
- News items 2009-10-29
- Finally! A Three-Cornered Consulting Service for Enterprise 2.0
- Its not too often I endorse a new service - in fact, I never have without a lot of due diligence and at least some production history. Â So, for the first...and potentially only....time ever, I'm telling you that I'm truly excited about the launch of Pragmatic Enterprise 2.0. Â I'm...
- Tags: Socialtext, Enterprise 2.0, Framework, Pragmatic Enterprise 2.0, Michael Krigsman, Ross, Blogging, Strategy, Internet, Management, Paul Greenberg
- Blog posts 2009-10-20
- Art of the software deal can get messy
- Software buyers and vendors are increasingly butting heads amid a budget squeeze and increasingly aggressive sales tactics, according to Gartner. In a series of presentations at the Gartner IT Symposium in Orlando, analysts walked buyers through a few negotiating tactics with the likes of SAP, Microsoft, Oracle,...
- Tags: Oracle Corp., Gartner Inc., Customer, SAP AG, Microsoft Corp., Negotiation, Software Audit, Software-as-a-service Pricing, Tools & Techniques, Linux, Free Trade, Sales Strategy, Management, Operating Systems, Software, Finance, Sales, Larry Dignan
- Blog posts 2009-10-20
- Customer Intimacy wins in SAP SI's and Channel Partners
- Yesterday, several bloggers at the SAP TechEd conference in Phoenix had an opportunity to speak with Zia Yusuf, EVP, Global Ecosystem & Partner Group of SAP. I asked Zia what characteristics typify the best SAP partners. He rattled off five qualities that the best systems integrators and...
- Tags: Customer, SAP AG, Firm, Channel Partner, Business Services, Strategy, Supply Chain, Product Development, Management, Business Operations, Research & Development, Brian Sommer
- Blog posts 2009-10-14
- TechGuard keeps spam and botnets at bay with one-click, enterprise-level security for SMBs, SOHOs
- One of the most difficult things for a small or medium business to do is set up a security scheme that's effective, affordable and intelligible to the average employee. Chesterfield, Mo. and Baltimore, Md.-based TechGuard is attempting to address that problem by bringing its enterprise and government-level...
- Tags: Security, Firewall, Network, SOHO, Small And Medium Business, TechGuard, SM, Smb/Sme, Andrew Nusca
- Blog posts 2009-10-13
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