Abstract: Customer relationship management (CRM) is rapidly morphing from a customer management model to one of customer engagement. Social networks, podcasts, blogs, and wikis are enabling customers to become advocates, and not simply the targets they were in the traditional CRM process. The same techniques are also being used within the CRM industry itself to create a content-rich, social media environment for CRM professionals. Find out what these sweeping changes mean to businesses and CRM professionals alike, as TEC's director of research Wayne Thompson sits down with Paul Greenberg and Bruce Culbert of BPT Partners, a leading CRM consulting firm.

Abstract: Have you heard the one where the Director of Product Marketing, the CIO and the auditor are found together in a small conference room? Couldn’t happen, you say? Au contraire! With traffic being the lifeblood of an e-commerce site the Marketing crew knows that the traffic numbers are going to be audited. And they look to the CIO to make sure that the numbers pass muster. If there’s a problem with the numbers, the CIO may be blamed.

Abstract: This article, originally published in Engineering Times, on how companies are employing ERP is based on an interview with Ben Spencer, TEC’s Senior Director of Knowledge Bases and Content Development.

Abstract: Excerpts from a presentation on cybercrime by Laura Taylor, TEC Director of Security Research for the E-Gov 2000 Conference sponsored by SAIC on July 10, 2000 at the Washington Convention Center.

Abstract: If you're in the supply chain business, right up there with Newton's law of gravity stands Murphy's other law stipulating that demand and supply, if left to their own tendencies, will always tend to diverge and get you in trouble. Welcome to the world of predictive demand and supply planning whose mission is to predict imbalances as far in advance as possible, in order to provide ample time and opportunity to design and implement corrective sales and operations solutions. So how do we design a system for identifying potential issues and expressing them via a commonly understood key process indicator (KPI) where the cause and effect of our actions can be readily measured? Read this article by the former director of Dell's operations and demand management.

Abstract: Coordinating all shipping processes—from inbound to outbound freight—can be a logistics headache in a global economy—especially if you don’t make the most of all a transportation management system (TMS) has to offer. One director of logistics found that a web-based TMS solution resulted in a 10 percent decrease in the number of carriers, with a 15 percent increase in carrier load factors. Learn more about the benefits.

Abstract: Formerly just a soccer team but now a large company, Brazil-based Cruzeiro Esporte Clube needed effective administrative management. Cruziero had to choose a new system that would be able to integrate with its legacy systems. The results of the successful integration include business intelligence capabilities that allow a flow of information between the team and the board of director—and a reduction of costs. Learn more.

Abstract: Albert Lee, executive director of technology at New York Media, thought he already knew everything he needed to know about outsourcing. Throughout his career, outsourcing has always meant mismanaged offshore teams that replaced onshore talent “all in the name of saving a few dollars.” Find out why—and more importantly, how—he overcame his prejudices.

Abstract: Upgrading to CRM solution increases value of relationships for financial services firm. ScotiaMcLeod (www.scotiabank.com) is the investment arm of Scotiabank, one of Canada's largest financial organizations with over $280 billion in assets. ScotiaMcLeod's financial advisors specialize in helping individuals and small business customers plan financial solutions for trusts, estate planning, borrowing and banking services. ScotiaMcLeod has more than 800 financial advisors working in 84 branches across the country. According to Chris Carter, Associate Director and Branch Manager for ScotiaMcLeod's North Vancouver office, the financial services sector is a people-driven business where customer service is critical to success.

Abstract: Coeur D’Alene School District’s director of maintenance was looking for ways to help the district save money. Knowing that the district was spending a lot on energy and that an element of energy waste was involved, he decided to search for an energy management solution for the district’s classroom computers. Find out more about the software-based desktop computer energy management solution the district implemented.

Abstract: Taleo, provider of software as a service (SaaS), was reaching $120 million (USD) and had more than 600 employees. Yet, in finance, the company was not quite so dynamic. The new director of finance recognized the need to move to a financial reporting system that featured technology advances. Find out about the online analytic processing (OLAP) server Taleo chose as part of its businessModify performance management strategy.