| 1. |
Bolstering the Call Center with Service Resolution Management Processes (3 Pages)
by P.J. Jakovljevic
Sep 4, 2009
Abstract : 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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| 2. |
Bolstering the Call Center with Service Resolution Management Processes ( Pages)
by P.J. Jakovljevic
Dec 14, 2007
Abstract : 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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| 3. |
Automated Enterprise: Many High-ROI Opportunities ( Pages)
by Tom Pisello
Oct 30, 2004
Abstract : An automated data center promises to self-configure, self-optimize, and self-protect. When looking to implement an automated data center, one must consider best practices in user and resource provisioning, infrastructure availability, and user management. Doing so will allow automated data centers to expedite the automation processes in IT operations and administration; virtualization and provisioning; security; and availability.
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| 4. |
Candle Releases New Command Center App for IBM MQSI 2 ( Pages)
by M. Reed
Oct 11, 2000
Abstract : IBM has announced a four-year, $200 million investment to attempt to make it more cost effective and easier for companies to manage data on IBM S/390 enterprise servers. The proposed solution is a new Candle Corporation product with a GUI front-end that can track message flow, queue times, and other metrics. Is this yet another example of IBM leveraging technology through partnerships instead of always trying to roll their own, as Oracle has done?
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| 5. |
Teloquent To e.t.: Now You Can Call Or Use The Web ( Pages)
by D. Geller
Apr 21, 2000
Abstract : Teloquent introduced a new release of its software to integrate phone and web-based customer service.
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| 6. |
HP: Why Not Just Call It “e-Vectra.com”? ( Pages)
by C. McNulty
Apr 11, 2000
Abstract : HP succumbing to the trend for simple, sealed case PC’s, will release the e-Vectra in April. E-look before you e-leap.
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| 7. |
Evolutionary Technologies Does EAI (Always Did, We Just Didn’t Call It That) ( Pages)
by M. Reed
Mar 7, 2001
Abstract : Evolutionary Technologies (ETI) has announced the newest release of their flagship product, ETI•EXTRACT Tool Suite Release 4.2. ETI·Extract has long been well known as an ETL (extract/transform/load) tool, only recently have companies begun to realize that data extraction and consolidation are key underpinnings for EAI efforts, proven by the fact that ETI’s year-over-year Q4 revenue in the Americas increased by 20%.
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| 8. |
CRM, Success, and Best Practices: A Wake Up Call Part Two: Modeling Success with Senior Management and CRM Culture ( Pages)
by Glen S. Petersen
Oct 22, 2004
Abstract : To maximize the return on investment of a customer relationship management system, a new CRM best practices model should be used. A point-based system, self-assessment model that emphasizes senior management leadership and the need to create a culture consistent with CRM can lead to a deployment strategy that is correlated with success. An interactive version of this assessment is included with this article.
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| 9. |
CRM, Success, and Best Practices: A Wake Up Call Part One: Searching and Establishing the Business Parameters of CRM ( Pages)
by Glen S. Petersen
Oct 21, 2004
Abstract : Customer relationship management is a sophisticated set of customer-facing tools; however, its technology has outpaced the management strategy used to implement it. Moreover, murky definitions and objectives have caused varying degrees of success and failure to emerge from the same initiative. Clearly defining the objective, implementing holistic best practices, and ensuring that senior management understands CRM as a business strategy can help maximize a CRM investment.
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CART 
