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Contributed Articles

Get Responsibility for Data Out of IT

As companies devote increasing time and energy in gathering massive quantities of data, many neglect a critical first step: Get most responsibility for data out of the IT Department. I've reached this conclusion after years working with clients -- both on the business side and in technology -- carefully observing the ways data help organizations create value, as well as in discussions with other experts (I've won at least a few over). Since this step flies in the face of most current practice and may seem counterintuitive, I want to explain carefully.
[Full Article]   Oct-28-2012


The Social, Mobile Challenge to Customer Service Consistency

If support is critical to customer retention, and if social and mobile channels are forcing you to up your game, then you need to up your game in the way you provide service over the phone, through email and via chat as well. Having one effective channel for service is not enough -- it sets up an inconsistent experience. Over time, it will overload and degrade your most effective service channel.
[Full Article]   Oct-28-2012


Top 10 CRM Tricks Guaranteed to Lose Customers

There's a ton of evidence supporting the business value of great customer support. It's not just a matter of happy customers and loyalty—a solid customer base can make a real difference to profitability and even stock price. This article presents 10 customer support system worst practices that are certain to derail customer satisfaction.
[Full Article]   Oct-28-2012


Top 10 Strategic Technology Trends for 2013

Gartner, Inc. highlighted the top 10 technologies and trends that will be strategic for most organizations in 2013. Gartner defines a strategic technology as one with the potential for significant impact on the enterprise in the next three years. Factors that denote significant impact include a high potential for disruption to IT or the business, the need for a major dollar investment, or the risk of being late to adopt. A strategic technology may be an existing technology that has matured and/or become suitable for a wider range of uses. It may also be an emerging technology that offers an opportunity for strategic business advantage for early adopters or with potential for significant market disruption in the next five years. These technologies impact the organization's long-term plans, programs and initiatives.
[Full Article]   Oct-28-2012


ADP's Three Steps to Facilitating an IT Culture of Innovation

The unemployment figures sometimes mask the fact that there is a war for IT talent in corporate America and beyond. As companies across a large number of industries have awakened to the fact that technology has a major role to play in their operations, internally and customer-facing, they have understood that solid IT resources are a must. So, what is an IT executive to do in order to attract talent, and more importantly keep it?
[Full Article]   Oct-21-2012


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