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CRM Evaluation Center
Nov 25, 2009
Today's usage of Decision Support Systems (DSS), combined with vetted CRM knowledge bases, allows organizations to save time and money, achieving better and more reliable/fully-documented decisions, a quantum improvement over the widely-used subjective process of selecting complex enterprise software...
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Minimizing The Total Cost of Technical Support for Enterprise Applications ( Pages)
by David Bourque
Nov 20, 2006
Abstract : Many organizations don't follow formalized processes for technical support evaluation. However, technical support is a vital component of any enterprise software solution. The fact is, poor technical support can have a severe impact on a solution's total cost of ownership.
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Minimizing the Total Cost of Technical Support for Enterprise Applications ( Pages)
by David Bourque
Jan 25, 2008
Abstract : Many organizations don’t follow formalized processes for technical support evaluation. However, technical support is a vital component of any enterprise software solution. The fact is, poor technical support can have a severe impact on a solution’s total cost of ownership.
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Great Plains Taps The Web To Deliver Product Support ( Pages)
by L. Talarico
Dec 5, 2000
Abstract : Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers and partners with higher levels of service while increasing Great Plains’ operational efficiency. Here’s how Great Plains uses the web to augment its technical support services.
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What Is the Value Proposition of Support and Maintenance? ( Pages)
by P.J. Jakovljevic
Apr 2, 2007
Abstract : Mature systems in any enterprise require an approach different from newer implementations to software support—one that focuses on customization, interoperability, and performance support. Yet despite this fact, most vendors continue to offer the same one-size-fits-all models of support.
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No Yawn Intended: Enterprise Applications Giant Introduces a Mid-tier Support Choice ( Pages)
by P.J. Jakovljevic
May 9, 2006
Abstract : Many market observers might yawn at SAP's recent Premium Support announcement, but users increasingly appreciate more choice and certainty, and may take notice of what the market leader is trying to do with this middle-of-the-road support option.
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A Case Study and Tutorial in Using IT Knowledge Based Tools Part 1: Decision Support Discussion ( Pages)
by E. Robins
May 30, 2001
Abstract : In going through a business decision process for complex technology selections, more and more use is being made of technologically driven processes using Decision support tools and captured knowledge. The use of these systems and the capability to drive a solution from them assumes an ability to accurately express business requirements and business value within these tools. In this article, we explore the marriage of knowledge management and decision support in forming knowledge based selection systems and procedures that can assist in reducing the current appalling record of IT project failures. This is illustrated by the process to select a Personal Digital Assistant (PDA).
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How One Vendor Addresses Support and Maintenance Issues ( Pages)
by P.J. Jakovljevic
Apr 27, 2007
Abstract : SAP is addressing the problem of customers wanting support that vendors are either not providing, or providing at unjustifiable prices. Support and maintenance customers are committed to service contracts, but only to a point. New options are thus available.
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Support for Old Releases-Good for the User but Is It Good for the Vendor? ( Pages)
by Olin Thompson & P.J. Jakovljevic
Dec 17, 2003
Abstract : The decision to support older releases is like any other business decision, it is all about the money and profitability. If the vendor can make money at providing support for older releases, it is good business for the vendor. The decision may be sugar-coated with pronouncements about doing what is good for the customer, but both the vendor and the customers know that the first consideration must be the money.
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Planning Horizon of a Technical Personnel Management System ( Pages)
by Juan Francisco Segura
Aug 19, 2005
Abstract : Airlines struggle every day to reduce costs, maintain the level of customer service, and have more efficient processes, and this puts more pressure on line maintenance supervisors and engineers. This is where a maintenance personnel management system can be useful.
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