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Volume 5 Issue 27
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  Bad Customer Service Is Not a Software Problem
  What's the secret of great customer service? Policies? Procedures? High-tech 24/7 command centers? Not according to TEC blogger Jamal Rahal. Find out how something simple—even old-fashioned—transformed a journey through customer service hell into a positive and rewarding customer service experience.

  Comparing CRM Software?
  Use TEC Advisor to compare customer relationship management (CRM) solutions, according to your organization's characteristics and needs. It's free, fast, online, and easy—and you'll see the results immediately.

Compare CRM software FREE

  Reader Polls
  Let us know your opinion on these ongoing business challenges.

• Process manufacturing: Running the right type of ERP software?
• Supply chain management: Satisfied with your supply chain management?
• Business intelligence: How mobile is your BI?
• Business intelligence: Do women and men approach BI differently?

  Compare ERP software FREE

Market News
From March 6th to 10th, 2012, ABAS Software AG and its software partners from around the world will demonstrate abas Business Suite (ERP, DMS, BI, Mobile Solutions), the complete package for midsize companies, in hall 5, stand C18.

  Popular IT White Papers
  SMB Networking Buyer's Guide
Three Types of Field Service Scheduling Software
Can Your Small Business Afford ERP?: Can You Afford to Operate without It?
Plex Systems Infrastructure: The SaaS Advantage
Lean Operations: Software Strategies for Manufacturing's New Normal
Fraud Alert: The Latest Phishing Tactics and Potential Business Impact
The Benefits of Running Your Business Software in the Cloud: Strategies for Success
ERP: Is High ROI with Low TCO Possible?

IT Events Center: Click to Register!
Gartner Portals, Content & Collaboration Summit Mar 12–14
Hybrid IaaS: Coming of Age Mar 27
Gartner Business Intelligence Summit Apr 2–4
Global INET 2012 Apr 22–24
MDM Summit and Data Governance Conference Europe 2012 Apr 23–25
info360 Conference and Expo June 12–14


  Industry Watch: This Week in Enterprise Software News
Software Adoptions
Salesforce.com Announces Largest Deal in Company's History
CRM for the insurance/financial service industry
TEC profile for SFDC
Compare SFDC to its CRM competitors
Earnings call transcript
"SFDC has had many megadeals in the past (Japan Post for 60k users, Merrill Lynch for 20k users, etc.). In fact, like Workday, SFDC is fighting the perception that cloud is mainly for small businesses (Microsoft Dynamics CRM suffers from perhaps an even worse perception about being a CRM product 'for small customers,' when they too have had implementations for 20k users). It's interesting that this time we don't know for sure how many users and what kind of software (it could be Sales Cloud, Service Cloud, Heroku, Radian6, etc.). Also, does the deal include the license to the Force.com platform, so that the insurer's IT team can develop their own solutions?" — P.J. Jakovljevic, Principal TEC Analyst

Distribution Central Selects NetSuite OneWorld
Cloud solutions for distributors
TEC profile for NetSuite
Compare NetSuite to its ERP competitors
Press release
"Trying to make sense of your numbers in multiple currencies without the ability to easily consolidate the results can leave you vulnerable to losses in the exchange rate game. OneWorld from NetSuite offers a solid user-friendly platform for distributors, for both international financials and distribution activities. It will certainly give Distribution Central a better handle on exchange rate fluctuations." — Phil Reney, TEC SCM Analyst

Seiko Epson Corporation Selects Aras
Manufacturing PLM
Press release
"Contrary to popular perception that Aras PLM is for SMBs, the Aras raison d’être has always been to be an alternative to the tier-one 'PLM establishment'—e.g., Siemens PLM, Dassault Systèmes, PTC, SAP PLM, and Oracle Agile PLM. In this case, Aras is replacing a legacy homegrown PLM system." — P.J. Jakovljevic, Principal TEC Analyst

GTM Sportswear Selects NGC Software
Manufacturing PLM
Press release
"After a rigorous selection process, GTM Sportswear reportedly selected NGC's Extended PLM and material resource planning software, along with forecast management software from Demand Management, NGC's sister company (under the American Software parent). NGC's PLM and ERP offering is one of the most appropriate, apparel-specific products, and its deep understanding of apparel industry best practices is hard to match." — P.J. Jakovljevic, Principal TEC Analyst

City of Zhenjiang (China) Selects IBM
Public sector transportation management
Press release
"Compared to the management of a population's comings and goings, goods movement management is a piece of cake, as you will hardly find more fluctuating conditions than those of a bustling population. IBM has been developing highly complex analytics platforms that are gradually taking hold in day-to-day applications." — Phil Reney, TEC SCM Analyst

Screen Actors Guild Selects Windows Azure to Handle Site Traffic Spikes
Cloud technology
Press release
"If you’re looking to handle high-fluctuating traffic on your Web site, a cloud platform is the way to go. This is a good example of how to leverage a platform that can meet traffic demand on the fly. Imagine what it could do for major retailers during crazy periods like, oh say, Black Friday sales..." — Phil Reney, TEC SCM Analyst

Software Vendor Partnerships and Product Launches
Pentaho Partners with DataStax
BI/business analytics/big data
Press release
"DataStax and Pentaho will offer a complete Cassandra-based big data analytics solution to make it easier for developers and data scientists to analyze both traditional and big-data sources of information. Big data is getting big-time coverage from BI and data management vendors." — Jorge García, TEC BI Analyst

MyPayrollHR Partners with Bullhorn Marketplace
HR, applicant tracking
Press release
"Recruitment processing simplified! This partnership between MyPayrollHR and Bullhorn eliminates the need for users to re-key information from one system to the other. Staffing companies will gain immediate access to key HR and payroll data without having to leave the Bullhorn system." — Sherry Fox, TEC HCM Analyst

SilkRoad Technology Partners with SS&C for Benefits Carrier Integration
In-memory technologies
Press release
"Silkroad’s partnership with SS&C means less work for benefit administrators, period! The enrollment and processing period will be simplified by a seamless exchange of data." — Sherry Fox, TEC HCM Analyst

Simplepay.ca to Partner with BambooHR
Payroll, talent management
Press release
"The SaaS delivery model of Simplepay.ca payroll combined with the HR functionality of BambooHR will eliminate duplicate data entry and provide users with a seamless one-stop solution." — Sherry Fox, TEC HCMAnalyst

First Consumer App Launched on SAP HANA
In-memory technologies
SAP news post
"HANA (SAP's in-memory technology framework) is gaining attention and being integrated in an increasing number of SAP product portfolios. But it is already powering a mobile app that informs users of safety recalls for children’s products. This highlights SAP HANA's relevance to real-life apps." — Jorge García, TEC BI Analyst

SAP Releases New Version of Afaria Mobile
Mobile technologies
Press release
"SAP has released a new major version of its mobile device management solution to reinforce its corporate mobile product stack." — Jorge García, TEC BI Analyst

Oracle Announces Availability of Oracle Exalytics In-memory Machine
Data warehousing/BI
Press release
"Oracle has announced the availability of its in-memory machine, which is a hardware-software appliance for advanced data analysis and visualization. Another sign that in-memory technologies are hot—and that SAP is not alone in the in-memory technology space." — Jorge García, TEC BI Analyst

Microsoft Announces Availability of Windows 8 Consumer Preview
Operating systems
Windows 8 CP download
Press release
"Users can now download Windows’ latest milestone and start testing the next generation of one of the most popular operating systems in the world." — Jorge García, TEC BI Analyst

SAS Institute Releases New Version of Its Anti–Money Laundering Application
Data warehousing/BI
Press release
"This new version comes with enhanced predictive analytic capabilities and a higher quality of alerts, among other features, helping financial institutions to reinforce their anti-money laundering strategies." — Jorge García, TEC BI Analyst

InetSoft to Release New Version of Style Intelligence
BI/Business analytics
TEC profile for InetSoft
Press release
"One of the innovations in this new release is its write-back capability, which enables users not only to analyze data, but to modify data. This enables new types of Web-based applications. Features like this are closing the gap between analysis and operations, enabling better operational and process interaction." — Jorge García, TEC BI Analyst

Fujitsu Announces Upcoming Glovia Enterprise Solution for Global Manufacturers
Manufacturing ERP
TEC profile for Fujitsu
Compare Fujitsu to its ERP competitors
Press release
"This solution is scheduled for release not until August, but it will be interesting to assess the vendor’s approach. It is being specifically designed for global manufacturers to manage and synchronize production in multiple remote production facilities, and emphasis is also placed on global supply chain control, given their unpredictable fluctuations." — Aleksey Osintsev, TEC ERP Analyst

Oracle Launches Primavera P6-based Project Management App for iPhone and Web Applications
Project portfolio management
TEC profile for Oracle
Compare Oracle to its PPM competitors
Press release
"These new tools provide additional levels of flexibility to all users involved in projects. Using mobile devices with new more intuitive interfaces speeds up communications and facilitates better project decision making" — Aleksey Osintsev, TEC ERP Analyst

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