customer service management

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The World Has Changed; Have You?: A New Paradigm for Customer Service Management

With more customer-facing channels to manage, growing customer expectations and increasing competitive pressures, delivering quality customer service is more complex than ever. Companies that have adjusted to this changing environment are now achieving important results, including significantly lower operating costs and visibly higher customer loyalty rates. These organizations are embracing...

Tags: Customer Service, Enkata Technologies Inc., Customer Service Management, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software

White papers 2005-04-12

Additional Resources

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

10 ways to evaluate your IT management software

Does your helpdesk work for you or do you work for your helpdesk? Saar Bitner of SysAid Technologies tells how to manage you IT management software. Commentary - Choosing the right IT management software solution is a strategic decision that requires the careful planning and consideration of every IT...

Tags: IT Administration, Information Technology, Software Solution, Tools & Techniques, Strategy, Management, IT management, software, Saar Bitner SysAid Technologies, Special to ZDNet, Saar Bitner SysAid Technologies, Special to ZDNet

News items 2009-11-05

Figuring the value of software

Phil Wainewright's discussion about the cost of running highly scalable SaaS applications like SuccessFactors comes at the right time. He says: Speaking in the opening keynote of SIIA OnDemand in San Jose this morning, SuccessFactors CEO Lars Dalgaard let slip a statistic that set several...

Tags: Software, Software-as-a-service, SuccessFactors Inc., SAP AG, Phil Wainewright, Software As A Service (SaaS), Managed Hosting, Cloud Computing, Emerging Technologies, Dennis Howlett

Blog posts 2009-11-02

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

Can open source software stop IT failure?

I'm not so sure #1 is valid#1 is a variation of "many eyes make all bugs shallow"Does it help? Yes. But it also makes the implicit assumption that everyone that can view the code is competent to do so. So it goes back to resource allocation being an issue, if...

Tags: Strategy, OPEN SOURCE, information technology, IT Failure, F/OSS, software, open-source software

Discussion threads 2009-10-26

MSFT versus GOOG - there's a big gap

Countering Google[i]At the current rate of Google?s revenue growth, 7 per cent, it would take it more than 3 years to reach Microsoft?s current quarterly revenue.[/i]The above is true if you assume MS will have no growth over the next 3 years. I don't think that will be the case....

Tags: Web browsers, Operational accounting, Strategy, Google Inc., Microsoft Corp.

Discussion threads 2009-10-23

Print and online ad revenues plunge at New York Times Co.

Their losses will continue, and it's not because of a bad economyThe company said that there was some sign of an improving economy and that fourth quarter losses should be lower than in the most recent quarter.That's some good spin. However, their losses and that of the MSM started...

Tags: Customer relationship management (CRM), Advertising & Promotion, Sales force management, online advertising, New York Times Co., advertisement

Discussion threads 2009-10-23

Gaping security hole in Time Warner cable routers

how about telling us how to fix it?Can the customer log into their own router and change the vulnerable settings? Please advise.Patetic simply pateticThis is a worst case scenario... Time Warner is guilty of having used the same Admin Name/Password on all their routers and from what I read on...

Tags: Routers & switches, Modems, Network technology, NETWORKING, SMC8014, Model Number, Time Warner Cable Inc., router, modem, Time Warner Inc., Comcast Corp., security

Discussion threads 2009-10-22

Finally! A Three-Cornered Consulting Service for Enterprise 2.0

Managing Change is the Biggest Challenge for Enterprise 2.0 & Social MediaGreat post Paul- and agreed that congrats are in order. What is often missed in deploying new technologies or old standards is the degree to which it changes how people do their job, what their daily life looks like-...

Tags: Customer relationship management (CRM), Leadership, Enterprise software, Dion, Managing Change, Enterprise 2.0, CRM

Discussion threads 2009-10-21

Antitrust: Time to break apart the phone companies -- again?

Actually,those 'guaranteed revenue' companiesAre not so rare. Food companies, oil and gas companies, phone companies, electric companies, water utilities.... the list goes on and on if I had enough time to think of them all.That is why we need to break up any company that gets more than a 10%...

Tags: Corporate law, Telecom & Utilities, Network technology, Food & Beverage, 360Networks Corp., phone company, phone, antitrust

Discussion threads 2009-10-21

Demand this from software vendors

I was getting a briefing last week from a software executive. We got to a point in the conversation where the discussion was focusing on existing products. I moved the conversation to a different space, though. If you're getting a pitch from a vendor, you should move the conversation, too!...

Tags: Software, Vendor, Customer, Sales Strategy, Sales Force Management, Tools & Techniques, Sales, Management, Brian Sommer

Blog posts 2009-10-20

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.   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.  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

Web Help Desk Pro 9.2.2.1 (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, Operational Planning, Business Operations

Software downloads 2009-10-19

Two Views of the Software Market

A Bridge Too Far? In a blogger briefing this week at SAP’s TechEd, SAP CTO, Vishal Sikka, drew a chart of the application software market and what new areas of technology are of interest to the firm. I’ve tried to reproduce his freehand drawing into the following...

Tags: ERP, Vishal Sikka, S-curve, Enterprise Resource Planning (ERP), Enterprise Software, Software, Brian Sommer

Blog posts 2009-10-16

Oracle's big plan: Double revenue in five years

Oracle capped off its OpenWorld conference with a powwow with analysts where management was described as extremely confident about the company's prospects. Although I'm not sure you could ever describe Oracle management as timid---does Larry Ellison allow that?---analyst notes seem to portray executives as exceedingly confident. Judging...

Tags: Revenue, Oracle Corp., Ross MacMillan, Tools & Techniques, Operational Accounting, Management, Finance, Larry Dignan

Blog posts 2009-10-16

Web Help Desk Free 9.2.2.1 (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 2009-10-16

Group Mail Manager Professional 2.32.33 (Windows)

Group Mail Manager is easy and affordable web-based email response, tracking and management software, that allows you to manage, process, and track messages sent to generic email inboxes such as sales, support, and info; instantly access the entire email history of any customer and use standard response templates. GMM can...

Tags: Microsoft Windows, Xpress Software, Email Inbox, E-mail, Online Communications

Software downloads 2009-10-15