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Professional Services and Support - 2011

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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The Lesser-Known (Social) Facts about Microsoft Dynamics CRM
P.J. Jakovljevic 10/31/2011 10:03:00 AM
With the continued success of Microsoft Dynamics CRM, one wonders how the company can continue to provide innovative products and dominate the CRM market? TEC principal analyst P.J. Jakovljevic talks with the CRM product manager on how the product’s lesser-known facts, including new social collaboration and customer service capabilities, meet customers’ changing needs and sustain the product’s stronghold of the CRM market.
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Ariba's 15-Year Journey into the B2B Commerce Cloud
PJ Jakovljevic 6/16/2011 2:27:00 PM
Ariba’s collaborative business commerce solutions focus on the basics: buying, selling, and managing cash. Ariba’s cloud-based vision has grown a vast network trading community to help businesses connect with each other and with suppliers. TEC Principal Analyst P.J. Jakovljevic reviews Ariba's 15-year history and discusses its market with Dan Ashton, Senior Manager of Solutions Marketing for Commerce Cloud Solutions.
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Cloud Assets: A Guide for SMBs—Part 3
Phil Reney 4/20/2011 4:46:00 PM
Cloud computing is allowing small to medium businesses (SMBs) to gain access to premium enterprise solutions without the traditional price tag of hardware and software licenses. This third and final part of a guide to cloud assets for SMBs reviews various types of cloud configurations and the ramifications of these setups for your organizations, and also considers some of the challenges of public cloud solutions.
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Mergers & Acquisitions: What Happens When the Company Whose HR Software You Just Purchased Gets Acquired?
Sherry Fox 4/19/2011 3:47:00 PM
Your company has purchased a human resources (HR) software that will improve your business. But you’ve just learned that your software vendor has been acquired by a software giant. How will this affect your software implementation and vendor support? Get a behind-the-scenes look at what mergers and acquisitions means for you—the software buyer—and find out which questions you should ask if you are in this situation.
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A Leader in Service Management Tackles Multidimensional Growth
P.J. Jakovljevic 4/6/2011 10:22:00 AM
Founded in 1999, Servigistics, initially a service parts planning and optimization (SPP/O) specialist, has become a full-fledged service lifecycle management (SLM) platform. P.J. Jakovljevic, principal analyst at Technology Evaluation Centers (TEC), runs down the company's history of acquisitions and developments, and interviews Mark Vigoroso, Servigistics' senior vice president of global marketing and alliances.
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Cloud Assets: A Guide for SMBs—Part 2
Phil Reney 3/4/2011 2:47:00 PM
The advent of cloud computing has brought with it many considerations and challenges for organizations looking to implement cloud services, which may be exacerbated for small to medium businesses (SMBs) with limited resources. Read this second part of a three-part guide for SMBs to understand the core elements of the selection and brokering process of cloud assets, and obtain a step-by-step breakdown of the essentials.
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Perfect Orders: Improving Customer Satisfaction and Financial Results
Olin Thompson 1/10/2011 9:41:00 AM
Manufacturers and distributors must keep two groups satisfied—customers and owners. They are connected—what improves the satisfaction of one group can impact the satisfaction of the other. Only through measuring the satisfaction of both groups can these sometime conflicting groups be balanced. Owners watch earnings and return on investment. One way to measure customer satisfaction is with the perfect order index.
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A Candid Conversation with a Field Service Workforce Management Leader
P.J. Jakovljevic 1/5/2011 12:00:00 AM
ClickSoftware, rooted in field service workforce scheduling and optimization, provides automated workforce management and optimization solutions, on-demand and on-premise, creating business value through higher productivity, customer satisfaction, and operational efficiency. Its patented concept of “continuous planning and scheduling” covers the entire service lifecycle management realm. TEC presents a candid Q&A session.
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KronosWorks 2011: Beyond Time Clocks for Modern Workforce Management
PJ Jakovljevic 12/1/2011 4:55:00 PM
Kronos, the company that introduced the first micro-processor time clock in the 1970s, knows how tricky workforce management (WFM) can be. In this article, TEC principal analyst P.J. Jakovljevic looks at WFM challenges facing organizations, particularly those with large, complex workforces, and how Kronos’ innovative solutions help companies control labor costs, minimize compliance risk, and improve workforce productivity.
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Reconnecting with a Tried-and-True Manufacturing ERP Vendor
PJ Jakovljevic 11/23/2011 5:28:00 PM
What has QAD, a leading provider of enterprise applications for global manufacturing companies, been up to lately? TEC principal analyst P.J. Jakovljevic reconnects with QAD and looks at how the company has leveraged strategic channels, highly scalable solutions, and technology partnerships to address the unique requirements global manufacturers and maintain a competitive position in the global manufacturing ERP market.
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