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Contributed Articles

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

 

Why Risk Management Fails in IT

While few small businesses have formal risk management programs, most large business do. The goal is to identify risks and either reduce their potential impact with compensating controls or purchase insurance to further reduce the business risk. But try to translate risk management theories to IT and you run into troubles. Every risk management program starts with the dictate to identify all IT assets and weight them based on their criticality to business operations. That leads to the first big problem.
[Full Article]   Oct-21-2012

 

Before Installing CRM Systems, Consult Your Org Chart

When installing an ERP, accounting or even HR system, there's no question whom the users will be. It doesn't take long to identify the access privileges each class of user will need, either. CRM systems, though, tend to be more multi-disciplinary, with information tendrils swimming across the organization. Serious CRM systems may interact with Web, marketing, ecommerce, telephony, email, IM, accounting, expense management, contract management, distribution, field service and even compensation systems. This makes for a serious integration challenge and begs the following question: "Who should have access to the CRM, and what should they be able to see and do there?"
[Full Article]   Oct-21-2012

 

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