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Professional Services and Support - 2009

Get insight into industry developments, market trends, vendors, products, business processes, and more, with articles written by our analysts and other industry experts.

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Bolstering the Call Center with Service Resolution Management Processes
P.J. Jakovljevic 9/4/2009 12:00:00 AM
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition to improved customer satisfaction rates.
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Open Source Business Intelligence: The Quiet Evolution
Anna Mallikarjunan 7/17/2009 12:00:00 AM
As organizations face a pressing need to rationalize the cost of enterprise software, open source business intelligence (BI) is fast becoming a viable alternative. Learn about the current state of open source BI, with particular focus on one vendor's products.
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Yet Another Branding Debacle (This Time, It's ERP for Services)
Jane Affleck 7/15/2009 12:00:00 AM
Organizations providing billable services to their clients can benefit from an enterprise resource planning solution. But what makes ERP for services different from solutions known as product portfolio management for professional services automation? And which is best for your organization?
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Advanced Front Office Lean with Business Modeler Software
Gregory Romanello 1/7/2009 12:00:00 AM
When part of an enterprise software environment, business modeler software can reduce training costs, prevent errors, and minimize non-value added work. And if properly integrated, it can be both a tool for senior management and for hands-on system users.
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Minimizing the Total Cost of Technical Support for Enterprise Applications
David Bourque 9/28/2009 12:00:00 AM
Many organizations don’t follow formalized processes for technical support evaluation. However, technical support is a vital component of any enterprise software solution. The fact is, poor technical support can have a severe impact on a solution’s total cost of ownership.
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Tactical Human Resources Evolves into Strategic Human Capital Management
P.J. Jakovljevic 8/28/2009 12:00:00 AM
In contrast to traditionally investing in automation technologies for better use of tangible assets, enterprises have begun to invest in optimizing human capital. Human capital management, or talent management, is a set of human resources practices focusing on the acquisition, management, and optimization of the enterprise workforce.
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Outsourcing in Latin America
Jorge García 8/17/2009 12:00:00 AM
Global economic instability has modified the configuration in the worldwide outsourcing market. Find out what impact the crisis has had for Latin America players, according to new data, as well as the steps they should take to survive and—perhaps—prosper.
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A Guide to Selecting Process Enterprise Resource Planning Software
David Bourque 8/14/2009 12:00:00 AM
Today, the issue of regulatory compliance touches every enterprise, and process manufacturers are no exception. To answer the challenge of this new reality, vendors now offer enterprise resource planning systems with far more features and functionality than ever before. But how can an organization choose the right system to meet its business needs?
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Who the Heck Needs ROI?
Anthony Sarno,Robin F. Goldsmith 6/12/2009 12:00:00 AM
Ten common errors prevent return on investment (ROI) calculations from being used as much or as well as possible. Avoiding intuitive decision making and basing ROI on quantifiable factors is essential to the success of major decisions, including software selection.
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Vendor Spotlight: Agresso
TEC staff 6/5/2009 12:00:00 AM
Welcome to TEC's Vendor Spotlight series. This installment focuses on Agresso, a Netherlands-based ERP vendor now enjoying its fair share of success in North America. So how successful is Agresso? Just ask SAP—Agresso claims to have won over $50 million (USD) against SAP in 61 separate deals…
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