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4 Things You Should Think of Before Going Postal on Customer Service
We’ve all had bad experiences with customer service yet we still expect them to be great each time we call. I’m not saying that we should expect the worst, but

going postal  Should Think of Before Going Postal on Customer Service We’ve all had bad experiences with customer service yet we still expect them to be great each time we call. I’m not saying that we should expect the worst, but maybe we should think of the following things before getting angry, frustrated, or homicidal (as someone said at the CRMe10 conference yesterday ): • The customer service representative is not the owner of the company and most of the time follows the instructions he or she is given, Read More...
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Documents related to » going postal


Informatica Morphs into Enterprise Decision Support Vendor
Informatica Corporation, long an established vendor in the Extract/Transform/Load (ETL) market space, has morphed themselves into a vendor of solutions for the

going postal  More Data is Going to the Cleaners December 1st, 1999). Informatica's push into business analytics through their acquisition of Influence Software should give them a chance to compete with other product suites . Informatica has ambitious plans for eBusiness, and will have to work hard to realize them in a completely cohesive product. Vendor Predictions We predict that Informatica will improve their market share to at least 20 percent in the next year (60% probability). Informatica's stability Read More...
Merging Disparate IT Systems and Exploiting Multichannels
Astute IT strategies should help any company develop a strong competitive advantage whether it be improved time-to-market, better insights about customers

going postal  business lies an innovation. Going back a century, in the case of Sears, the innovation was the mail order catalog. At the time the company began in the late nineteenth century, rural general stores were ripping customers off by often charging 100 percent mark-ups on goods. Rural customers eventually rebelled by spending their dollars with mail-order pioneers, especially with Sears, whose model supported cheaper prices and higher volumes than the rural stores. Further, the system was backed by an Read More...
TEC Research Analyst Round Table: Software-as-a-Service (SaaS)
Software-as-a-service (SaaS): friend or foe? SaaS—also known as on-demand or hosted applications—is becoming more and more popular in a number of enterprise

going postal  the supply chain is going to put the organization ahead of the competition and will make them weather today’s economical conditions; the tools and delivery models are just there to assist. The bottom line: Pick the software that works best for you whatever delivery model you find it in. Kurt Chen (Research Analyst – Product Lifecycle Management [PLM], Quote-to-Order [Q2O], Business Process Management [BPM]) : In the product lifecycle management (PLM) area, SaaS is a force that is democratizing the Read More...
Are Sales Incentives Even In Tune With the Corporate Strategy?
With sales being the lifeblood of virtually any company, selling should be an accurately accountable process forming the basis of overall strategic objectives

going postal  company is essentially just going out of business faster. Therefore, companies must make sure that they are paying for the most important sales activities, and that those activities are connected to their business strategy and positively contributing to the bottom line (profits). Compensation should pay sales and service personnel to achieve those specific results, even if it means finding a magic formula via a combination of ever-shifting factors, which might include profit, quotas, customer retention, Read More...
Epicor HCM Going Mobile and More International
The human capital management (HCM) space is apparently becoming attractive and important to even upper mid-market vendors that have traditionally focused on

going postal  HCM Going Mobile and More International The human capital management (HCM) space is apparently becoming attractive and important to even upper mid-market vendors that have traditionally focused on manufacturing and distribution, and have mainly partnered for HCM capabilities. After Infor ’s recent  acquisition of Certpoint Systems for learning management (to add to its HCM portfolio that came from the merger with Lawson Software ), Epicor announced general availability of its latest Epicor HCM Read More...
Data Migration Management: A Methodology to Sustaining Data Integrity for Going Live and Beyond
For many new system deployments, data migration is one of the last priorities. Data migration is often viewed as simply transferring data between systems, yet

going postal  Sustaining Data Integrity for Going Live and Beyond For many new system deployments, data migration is one of the last priorities. Data migration is often viewed as simply transferring data between systems, yet the business impact can be significant and detrimental to business continuity when proper data management is not applied. By embracing the five phases of a data migration management methodology outlined in this paper, you can deliver a new system with quality data. Read More...
Podcast: Interview with CEO of iPhone/iPad BI App Vendor MeLLmo
Listen to the podcast.Many business applications are going mobile. And BI is no exception. Many BI software vendors are launching new versions that support

going postal  Many business applications are going mobile. And BI is no exception. Many BI software vendors are launching new versions that support mobile features, while others are launching special BI applications specifically for mobile devices. This is the case with California-based MeLLmo, which offers the native iPhone/iPad RoamBI app—designed from the ground up as a mobile BI application. In my interview with MeLLmo CEO Santiago Becerra , he answers questions about RoamBI differentiators, the challenges of Read More...
Actionable Supply Chain Intelligence: Leveraging the Services Hub
There’s no doubt that competing in today’s global marketplace is tough. In order to survive, organizations must become more aware of what’s going on throughout

going postal  supply chain intelligence,supply chain strategies,supply chain event management,supply chain visibility,supply chain technology,global supply chain intelligence,supply chain management,sourcing supply chain,supply chain logistics,supply chain procurement,supply chain intelligence system,supply chain intelligence solution,supply chain intelligence software Read More...
But, I Thought the ERP System Was Going to Help Us with That!
Here@s an all-too typical scenario. Management at a multinational company decides to implement a standardized enterprise resource planning (ERP) solution

going postal  the ERP System Was Going to Help Us with That! End-User Experience Management and Performance If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader.    Knoa® Software is leading the performance management industry with end-user experience management solutions that reach beyond infrastructure and application performance to monitor, measure and manage how end-users are utilizing the application to optimize end-user performance and business Read More...
MAPICS To Leap Forward In A Frontstep Way Part 2: Market Impact
MAPICS has recently departed from its traditional practice of 'pushing' the sale of the plethora of its components onto customers. Going forward, it will rather

going postal  its components onto customers. Going forward, it will rather try to solve challenges for its customers and/or prospects in their quest of becoming world-class manufacturers. In other words, owing to its vast experience and knowledge of challenges and best practices within a narrow set of selected industries of focus, MAPICS will try to reverse-engineer the user's objectives into obtaining an optimal set of needed applications to fulfill these. The approach, which focuses on the customer's needs and will Read More...
Mastering the Customer Experience
Focusing on the customer is not new. But some companies are going deeper into a customer experience management strategy to become customer-centric. Can you

going postal  But some companies are going deeper into a customer experience management strategy to become customer-centric. Can you manage every part of the interaction and experience your customers have with your company? Learn how to develop a customer-centric approach that will make your customers feel not only connected, but delighted, loyal, and able to be a consistent advocate of your brand. Read More...
An Analysis of Trend Micro Systems - Who They Are and Where They're Going
During the first half of 1999 alone, viruses have wreaked havoc on the Internet and corporate networks, causing over 7 Billion (USD) in damages.

going postal  Are and Where They're Going An Analysis of Trend Micro Systems - Who they are and where they're going P.Hayes - February 7th, 2000 Vendor Genesis A former Hewlett-Packard engineer, Steve Chang, the present CEO of Trend Micro, founded Trend in 1998. Trend Micro's first anti-virus products were released in early 1990 with marketing primarily focused on Japan, Taiwan, and US markets. Trend has evolved its product line since then, and its present approach to virus protection is server-centric, using a Read More...
Concur Gives Up The Boast
Concur Technologies dreamed of going mano a mano with Ariba and Commerce One. However, announcing the details of its new operating plan in the report of a

going postal  as Concur Technologies, and going public (NASDAQ: CNQR) it attempted meld current software products and new ones yet to be acquired into a unified suite of employee-facing applications. (see Concur Aims To Be Single Point Of (Purchasing) Access ). In December 1999 Concur announced that it would create a marketplace for its e-procurement customers (see Concur's Customers Can Network Now ). In June 2000 the company announced a new operating plan and a new Chief Financial Officer. The new plan was a Read More...

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