Sponsored White Papers, Webcasts, and Downloads
ZDNet Resources
- Bausch & Lomb reduces IT boundaries
- The commonly used phrase "lack of IT alignment" suggests communication problems arising from dysfunctional boundaries between IT and business groups inside an organization. Bausch & Lomb has shattered boundaries by merging IT and customer service under the CIO. by Michael Krigsman
- Tags: Customer Service, CIO, Bausch & Lomb Inc., Information Technology, Strategy, Management, Michael Krigsman
- Blog posts 2008-07-24
- Bausch & Lomb puts new CIO in charge of customer service
- Eye care company Bausch & Lomb has given its CIO the customer service reins. On Wednesday, the company named Alan Farnsworth, senior vice president of customer service and information technology and chief information officer. Cutting through the rather bloated title, it appears that Bausch & Lomb has...
- Tags: Customer Service, CIO, Bausch & Lomb Inc., Information Technology, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software, Larry Dignan
- Blog posts 2008-07-23
- DIRECTV, what about "Make the products work" and "Keep the customers happy" do you not understand?
- Well, I was going to write my post-mortem of the iPhone launch and go into an entire diatribe on crappy customer service and the perils of early adoption, but then I found myself with a much better target than AT&T Wireless and Apple -- the idiots...
- Tags: Customer Service, DirecTV, HR-20, HR-21, TVs, Tv & Home Theater, Personal Technology, Home Entertainment, Jason Perlow
- Blog posts 2008-07-14
- EPIC iFAIL
- My wife Rachel has been awaiting the iPhone 3G for several months. Even though I am wedded to my beloved BlackBerry, she wanted to be able to carry a single device to play her music, act as a phone, and to be able to check her email. At the $199...
- Tags: Apple iPhone, Customer Service, Phone, EPIC, AT&T Corp., 3G, Telecom & Utilities, Product Marketing, Cellular Phones, Consumer Electronics, Personal Technology, Marketing, Jason Perlow
- Blog posts 2008-07-11
- Houston we have a problem
- Regular readers don't need me to repeat the oft held view that enterprise wide application implementation is often slow, cumbersome and expensive. But are we really getting anything out of it at the end of the day other than some marginal cost efficiency? Rather than throw brickbats at any particular...
- Tags: Customer Service, Houston, Sam Lawrence, CIOs/CTOs, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software, Dennis Howlett
- Blog posts 2008-07-10
- IT success stories
- Linkedin's web infrastructure seems to offer a model for mid range sites: it's fast, it's clean - and development seems to have been based on combining the best of open source products with minimal customization. by Paul Murphy
- Tags: Customer Service, Information Technology, Success Story, Sun Solaris, Product Marketing, Customer Relationship Management (CRM), Open Source, Databases, Operating Systems, Software, Marketing, Enterprise Software, Data Management, Paul Murphy
- Blog posts 2008-07-08
- Study: Offshore outsourcing dings customer satisfaction; Taking back office offshore ok
- A trio of professors working with the national Quality Research Center at the University of Michigan finds that offshore outsourcing hurts customer service ratings, but farming out back office operations has a limited impact. The working paper, conducted by the University of Michigan as well as Nasscom,...
- Tags: Offshore, Customer Service, Offshore Outsourcing, Customer Satisfaction, Back-office, Offshoring, Outsourcing, Product Marketing, Operational Accounting, Customer Relationship Management (CRM), It Operations, Business Operations, Outsourcing & Subcontracting, Marketing, Finance, Enterprise Software, Software, Larry Dignan
- Blog posts 2008-07-07
- A nice customer service experience with Dell?
- A nice customer service experience with Dell?Very good supportMy most recent involvement with Dell was very positive. I have bought machines from them in the past, but this time I ordered just a single Latitude as a grad present for my daughter. The machine was a special deal...
- Tags: Corporate communications, Servers, customer service, Dell Computer Corp.
- Discussion threads 2008-06-30
- A nice customer service experience with Dell?
- Our central office needs a new server. Configuration is hardly rocket science: it's a mission critical application, DNS, and DHCP server, as well as a domain controller for the office. Fortunately, there are never more than 10 people accessing it, so a single server can get the job...
- Tags: Customer Service, Dell Computer Corp., Servers, Hardware, Christopher Dawson
- Blog posts 2008-06-30
- Repair of my HTC Advantage Part 6
- Repair of my HTC Advantage Part 6Customer ServiceI wish I knew how to get Powers that Be to do something to my Sprint account...It has been borked since December when it didn't migrate properly to their new billing system. For a while, Sprint couldn't even LOOK at the account, they...
- Tags: Product marketing, Customer relationship management (CRM), customer service, Sprint Communications, customer service department, High Tech Computer Corp.
- Discussion threads 2008-06-28
- Google explains why App Engine failed
- Google explained why its App Engine cloud service failed earlier this week. Following a similar failure at Amazon, the outage raises questions about whether cloud computing is ready for mission critical application deployment. by Michael Krigsman
- Tags: Google Inc., Customer Service, Dashboard, Amazon.com Inc., Cloud Computing, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software, Michael Krigsman
- Blog posts 2008-06-20
- Google needs to rethink its customer service strategy
- Google needs to rethink its customer service strategyWow, I'm impressed......that is a very Google-y idea. It reminds me of what they did with their IPO, and basically copies AdSense bidding. Great idea and great post, but I don't think Google would allow this new version of their customer service that...
- Tags: Product marketing, Customer relationship management (CRM), Google Inc., customer service
- Discussion threads 2008-06-19
- Google needs to rethink its customer service strategy
- One beef I've had for quite a while now is Google's noticeable lack of commitment to personal support for people using their products and services. A good example would be businesses that use the free version of Google Apps -- good luck trying to get in touch with someone...
- Tags: Strategy, Google Inc., Customer Service, Cloud Computing, Web Site Development, Team Management, Product Marketing, Customer Relationship Management (CRM), Internet, Management, Marketing, Enterprise Software, Software, Garett Rogers
- Blog posts 2008-06-19
- (Photos: Cracking open the Alienware Area 51 m15x)
- (Photos: Cracking open the Alienware Area 51 m15x)OverpricedOverpriced and poor customer service. That is Alienware since Dell bought them out.Buy an ASUS instead. Great guts, competitive prices, better customer service.For the record, I make no money from ASUS or Dell, and never have.RE: (Photos: Cracking open the Alienware Area 51...
- Tags: Product marketing, Customer relationship management (CRM), Alienware Area 51 m15x, Alienware, Alienware Area 51, m15x, Cracking Open, ASUS, customer service, photograph, Dell Computer Corp.
- Discussion threads 2008-05-30
- Supply-Chain Solution Cuts Costs 15 Percent, Boosts Customer Service for ASIC Maker
- ASIC manufacturer Open-Silicon needed a better way to track yields. So, it turned to an integrated financial and supply-chain management solution from Microsoft Gold Certified Partner Tensoft. The solution, including Microsoft Dynamics GP and Tensoft Fabless Semiconductor Management, reduces costs by up to 15 percent or more, gives customers visibility...
- Tags: Supply Chain, Customer Service, Microsoft Corp., SCM, Supply Chain Management (SCM), ASICs, Enterprise Software, Software, Semiconductors, Hardware
- Case studies 2008-05-19
- Helsingin Sanomat Maximizes Advertising Revenue With Improved Customer Service and Marketing
- Helsingin Sanomat wanted to establish a single, company-wide system for managing hundreds of thousands of advertisements and more than 30,000 advertising customers a year and enhance customer orientation and improve customer identification in media sales. The challenge was to gain advanced functionality and an easy-to-use application and provide a flexible...
- Tags: Revenue, Customer Service, Marketing, Advertisement, Oracle Corp., Helsingin Sanomat
- Case studies 2008-05-01
- Telecommunications Firm Increases Responsiveness, Tops Customer Services Poll
- Vodafone Iceland's commitment to customer service prompted the organisation to review its disparate Customer Relationship Management CRM architecture. As many as 18 back-office and 14 customer-facing systems, with little integration between them, hindered user efficiency and responsiveness. The company worked with Microsoft Gold Certified Partners PerSight and Kogun to implement...
- Tags: Customer Service, Telecommunications, Microsoft Corp., Vodafone Iceland, Sales Strategy, Product Marketing, Customer Relationship Management (CRM), Sales Force Management, Sales, Marketing, Enterprise Software, Software
- Case studies 2008-05-01
- Transformed Customer Service for Leading Scottish Financial Institution
- As Scotland's largest building society, Dunfermline Building Society wanted to improve the flexibility of its customer service. They wanted more efficient, flexible technology, particularly for their telephone banking operation, Dunfermline Direct. The idea was to provide more innovative interaction between their customers and the business. The Society deployed Nortel for...
- Tags: Customer Service, Financial, Nortel Networks Corp., Banking Operation, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- Case studies 2008-04-22
- CRM Solution's Superior Workflows, Multi-Tenancy Create Stronger Customer Service
- The Linc Group is an international company that provides infrastructure and technical services to commercial and industrial facility clients. As a service business, building a book of clients through prospecting, as well as retaining current customers, are key to the company's long-term success. To optimize the success of company and...
- Tags: Customer Service, CRM Solution, Microsoft Corp., Workflow, CRM, Linc Group, Customer Relationship Management (CRM), Advertising & Promotion, Enterprise Software, Software, Marketing
- Case studies 2008-04-21
- Mangocity Leads China's Online Travel Services Industry With Avaya Solutions
- The online tourism industry in China is extremely competitive, with many dominant and established players. As a new entrant in 2006, Mangocity's biggest challenge was to differentiate its travel portal from those hosted by the incumbents. The company decided that customer service is of utmost importance and needed a solution...
- Tags: Customer Service, Industry, Avaya Inc., Customer Relationship Management (CRM), Product Marketing, Call Centers, Strategy, Enterprise Software, Software, Marketing, It Operations, Management
- Case studies 2008-04-01
White Papers and Webcasts
The Cisco Mobility Resource Center offers FREE videos, downloads, podcasts and more, all designed to help small and medium businesses get mobile connectivity solutions, improve productivity and drive sales and revenue.
