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Has KANA Gotten Its Mojo Back? - Part 2
Part 1 of this blog series presented the opportunity of service economy and associated complexity of providing consistently an experience of customer service

e part 8  designed to deliver (as explained in Part 1). The reason that companies cannot deliver that goal today is because the processes and technologies are so compartmentalized that they have to design either to the least common denominator or one-size-fits-all model. One of the key tenets of SEM is to change that. There is a significant shift in a thought process from efficient processes to effective experiences. PJ : What is your mobility strategy (technology and platforms supported)? VN : KANA sees mobile as Read More...
Learning Management Suite (LMS)
These are tools for managing, creating, scheduling training or learning in your organization. The terminology varies from vendor to vendor. Learning management systems (LMS) typically help to ma...
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Documents related to » e part 8


BigMachines: Getting Bigger and Better - Part II
Part I of this blog post series talked about my encounter with BigMachines, a provider of slick software-as-a-service (SaaS) configure, price, and quote (CPQ

e part 8  (US).  Prior to analyzing recent events at BigMachines, Part I explained the general value proposition of on-demand Q2O and CPQ software solutions . Part II will continue with a discussion of recent developments at BigMachines. From the vibrant SaaS Q2O pack, BigMachines is differentiated by its market leadership with the fastest growth, the most customers, and the  strongest roster of marquee partners . Although the vendor has long been a prominent partner in both Salesforce.com and Oracle CRM On Read More...
Has KANA Gotten Its Mojo Back? - Part 1
In this service economy it is not surprising to hear about smart innovative companies whose businesses have been blossoming due to the superior customer service

e part 8  KANA Gotten Its Mojo Back? - Part 1 In this  service economy  it is not surprising to hear about smart innovative companies whose businesses have been blossoming due to the superior  customer service  they provide. Zappos and its “Powered by Service” tagline is a crown example. Many vendors that offer customer service software solutions, especially  those that bundle customer relationship management (CRM) with business process management (BPM) capabilities  and  even infuse knowledge in the Read More...
UNIT4: The (Largely) Untold Story - Part 2
Part 1 of this series started with my invitation by UNIT4 (formerly Unit 4 Agresso), the second-largest business applications provider in continental Europe, to

e part 8  The (Largely) Untold Story - Part 2 Part 1 of this series  started with my invitation by  UNIT4 (formerly Unit 4 Agresso ), the second-largest business applications provider in continental Europe , to attend its  UK 2010 user conference . Frankly, I was a bit skeptical about what new and exciting I might see and hear about at this event in light of the vendor’s analyst tour in Boston in late 2009. My post then talked about another important development that preceded both the UK user conference Read More...
Nothing Succeeds Like Success(Factors) - Part 2
Part 1 of this series introduced SuccessFactors, a public provider of software as a service (SaaS) talent management solutions. My post first analyzed the

e part 8  Succeeds Like Success(Factors) - Part 2 Part 1 of this series introduced SuccessFactors , a public provider of  software as a service (SaaS)   talent management  solutions. My post first analyzed the vendor’s evolution from its traditional People Performance realm to the seemingly more opportune Business Execution (BizX) province. Then, I talked about SuccessFactors’ multiple product editions to satisfy companies of all size and detailed the two core modules of the SuccessFactors BizX suite Read More...
E-mail Response Management
E-mail inquiries for the customer service sector are expected to explode from 2.9 billion messages in 2005, to 7.2 billion by 2010. This means that a company’s

e part 8  Document Management System | E Mail List Management | E Mail Management | E Mail Management Solution | E Mail Management System | E Mail Response Management | E Mail Software | E-Mail Response Management | E-Mail Response Management System | E-Mail Response Management Systems | Electronic Document Management | Email | Email Addresses | Email Analysis and Response Solutions | Email Archive | Email Archive Solution | Email Archiving | Email Archiving Software | Email Archiving Solution | Email Archiving Read More...
An E-Commerce Company That Can Pay The Bills
Concur Technologies added a module that handles miscellaneous payment requests to its eWorkplace suite. It seems like a small thing, but handling all those

e part 8  E-Commerce Company That Can Pay The Bills An E-Commerce Company That Can Pay The Bills D. Geller - May 22, 2000 Event Summary If you pop out to Staples for some of those purple folders that you need right away, you know to keep the receipt and submit a check request form. It's a simple procedure for you, but multiplied across the company, and including payments for magazine subscriptions, training courses, and dozens of other everyday expenses, the number of reports that need to be routed, approved and Read More...
The Power of Knowledge -- Knowledge is Power (Part 2)
Part 1 of this blog series introduced the need for knowledge management (KM) software applications as part of a more comprehensive and strategic service

e part 8  Power of Knowledge -- Knowledge is Power (Part 2) Part 1 of this blog series introduced the need for knowledge management (KM) software applications as part of a more comprehensive and strategic service management (SSM) suite . One such broad SSM suite has been offered by Servigistics . Servigistics’ Service Knowledge Management (SKM) solution, the newest module within Servigistics SSM , is designed to meet the requirements of the technical service organizations that manage complex problem Read More...
The Intelligence of Social Media (Part 2)
In the first part of this blog, I mentioned that sentiment analysis measures the polarity of opinion—positive, negative, or neutral—regarding a subject, a

e part 8  this information. In brief, employees are also part of the social media networks. Due to the nature of social media sources and its behavior, it is difficult to calculate social media return on investment (ROI). Social media are means by which individuals can interact; they are also segmented channels—therefore, there is no direct ROI nor is there a general consensus on how to obtain it accurately. Some companies think social media analysis adds value to the company. Other companies assess overall Read More...
The Lexicon of CRM - Part 1: From A to I
C.R.M. itself is an acronym, standing for Customer Relationship Management. This is part one of three-part article to provide explanation and meaning for most

e part 8  example of a DSS. E   EAI - Enterprise Application Integration . Represents the efforts that often need to be made to link data between disparate applications running on different databases. CRM packages are trying to avoid external EAI requirements by building in and automating the links between their application components and data. E-Business - An umbrella term for a total presence on the Web including the E-Commerce component. E-Commerce - Sales and Service via the Internet. E-CRM - Another vague Read More...
CBS e-Recruitment
CBS E-Recruitment is a Recruitment Management System (RMS) designed with the goal of automating & simplifying the recruitment process in an enterprise-level

e part 8  e-Recruitment CBS E-Recruitment is a Recruitment Management System (RMS) designed with the goal of automating & simplifying the recruitment process in an enterprise-level organizations. Starting from collecting resumes, search, screen, evaluation processes, and ending with the best selection of candidatesCBS Recruitment Portal is fully customizable, modular and capable of being integrated with your existing systems and website, and to be tailored to your exact needs. Read More...
E-Procurement in What Language?
PeopleSoft recently announced general availability of eProcurement 2.0. The latest release touts multi-language and multi-currency capabilities powered by XML

e part 8  Procurement in What Language? E-Procurement in What Language? A. Turner - May18, 2000 Event Summary In April, PeopleSoft announced general availability of PeopleSoft eProcurement 2.0, a PeopleSoft e-business application providing access to B2B trading exchanges. PeopleSoft eProcurement 2.0 supports large multinational organizations with numerous suppliers by offering multi-organization functionality, enhanced workflow, multi-currency and multi-language capabilities. PeopleSoft eProcurement 2.0 extends Read More...
Streamlining Training Services with E-learning to Help More Australian Job Seekers Find Work
To help job seekers become job-ready sooner, increase flexibility for job seekers in rural areas, replace instructor-led training with e-learning, and

e part 8  Training Services with E-learning to Help More Australian Job Seekers Find Work To help job seekers become job-ready sooner, increase flexibility for job seekers in rural areas, replace instructor-led training with e-learning, and streamline operations and keep upfront costs minimal, Jobfind Centres Australia, member of Job Services Australia, turned to SumTotal® Learning Management. The product delivered Web-based e-learning programs, achieving better outcomes for job seekers and other Read More...
The 'Joy' Of Enterprise Systems Implementations Part 3: Causes of Failures
This part discusses the causes of ill-fated implementation

e part 8  System in a Multi-division Enterprise . This concludes Part Three of a four-part report. Part One summarized a report titled ERP Trends by The Conference Board. Part Two commented on the major Key Success Factors. Part Four makes User Recommendations. Read More...
E-Policy Best Practices
This business guide by ePolicy Institute and EdgeWave Inc. provides best-practices guidelines for developing and implementing effective workplace e-policies

e part 8  Policy Best Practices This business guide by ePolicy Institute and EdgeWave Inc. provides best-practices guidelines for developing and implementing effective workplace e-policies, and in the process, creating clean, compliant, safe and secure electronic communications that are less likely to trigger a workplace lawsuit, regulatory investigation, security breach, or other electronic disaster. Read More...

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