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- Managing Relationship Equilibrium in Outsourcing
- The intent of governance in outsourcing is to provide a mutually agreed-upon framework for the way a service provider and client will work together to conduct business the outsourced function and manage their relationship. Unfortunately, the relationship aspect has traditionally been overlooked, with both the service provider and the client...
- Tags: Hewlett-Packard Co., Service Provider, Business Services, Outsourcing, It Operations, Business Operations, Outsourcing & Subcontracting
- White papers 2004-12-01
- Consumer Credit Provider Boosts Employee Productivity With Desktop Software Upgrade
- COFIDIS is a leading provider of consumer credit in Portugal. As part of its strategy to capitalize on advances in technology, the company recently upgraded all of its 430 computers to Windows Vista and the 2007 Microsoft Office system. Employees are now able to provide better customer service thanks to...
- Tags: Software, Desktop, Desktop Software, Consumer Credit, Microsoft Corp., COFIDIS
- Case studies 2008-06-02
- Cisco and Microsoft's tricky partnership
- What is best for the IT consumer?As partners Cisco and Microsoft increasingly find themselves competing, can their relationship withstand the "competition"? Cisco CEO John Chambers puts it this way: "Both companies are moving into markets aggressively, and sometimes we don't always look to see what the other guy is doing."...
- Tags: cisco, Cisco Systems Inc., Editdesk, microsoft, Microsoft Corp., networking, partnership, windows
- Discussion threads 2005-06-30
- Securing Mobile Telecommunications Market Share Through Intelligent Dealer Relationship Management
- T-Mobile Deutschland GmbH is a wholly owned subsidiary of Deutsche Telekom, established itself as the leading mobile telecommunications provider. But, in spite of its success, T- Mobile eventually found itself facing some challenges: not only had consumer enthusiasm for cell phones pushed T-Mobile's IT systems to capacity; market saturation and...
- Tags: mySAP, Mobile, T-Mobile, Telecommunications, mySAP CRM, T-Mobile Deutschland GmbH, Customer Relationship Management (CRM), Advertising & Promotion, Enterprise Software, Software, Marketing
- Case studies
- Loyalty Lab: Delivering On-Demand Relationship Marketing for Consumer Brands
- In the consumer goods business, effectively integrating sales across multiple channels can be difficult and expensive, in part because most retailers' point-of-sale applications were implemented before Internet retailing really took hold. Not long ago, as Pfaltzgraff's management focused on optimizing its store strategy, the company's multichannel marketing strategy became stuck...
- Tags: Point-of-sale, Brand, On-demand, Branding, Retail, E-mail, Marketing, Online Communications
- Case studies
- A Service and Content Provider Uses mySAP Customer Relationship Management to Increase Customer Loyalty and Cut Costs
- Editorial Aranzadi S.A., a provider of content services for law professionals, needed a way for its sales force to manage the sales process and better serve its customers. The Spanish company turned to the mySAP Customer Relationship Management mySAP CRM solution for better sales management and reporting to improve sales...
- Tags: mySAP, mySAP CRM, Sales Strategy, Customer Relationship Management (CRM), Enterprise Software, Sales Force Management, Sales, Software
- Case studies
- SLAs a Key Commercial Tool
- SLAs are likely to become a key tool for the service provider in offering commercial services in Service Oriented Architectures. A well chosen SLA helps in the establishment of credibility for the service provider; it is a means to attract customers in a competitive environment and establishes the customer-provider business...
- Tags: SLA, Tool, Service Level Management, It Operations, It service Management
- White papers 2006-03-15
- Information Quality in Customer Relationship Management Systems
- Customer Relationship Management follows the increasingly necessary movement towards total integrated customer information in order to more adequately serve the needs of both business and consumer by tailoring services and products in the direction of both parties. This paper discusses the importance of information quality to customer relationship management and...
- Tags: Information Quality, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- White papers 2006-11-06
- Using SLA for Resource Management and Scheduling - A Survey
- Service Level Agreements may be used to establish agreements on the quality of a service between a service provider and a service consumer. The roles of service provider and service consumer may realised in different shapes ranging from individuals to institutions, software agents or other systems acting on behalf of...
- Tags: SLA, Survey, Fraunhofer-Gesellschaft, Service Level Management, It Operations, It service Management
- White papers 2007-06-18
- Improving Workflow Execution Through SLA-Based Advance Reservation
- In SOA-based Grid environments service provider and service consumer usually do not know each other. In order to establish a business relation they must inter alia create a trust relationship, and set up mechanisms to create reliable, verifiable, and, at least in a commercial environment, also audible agreements with respect...
- Tags: SLA, Service Level Management, Service-Oriented Architecture (SOA), It Operations, It service Management, Web Services, Enterprise Software, Software
- White papers 2006-12-29
- Five Strategies for Reducing the High Cost of Online Consumer Authentication
- This whitepaper discusses the five strategies businesses can take to reduce the high costs of online consumer authentication. VeriSign suggests methods to protect brands, understand customers, join a network, choose a solution that enables interoperability and to use a trusted provider. ...
- Tags: Strategy, VeriSign Inc., Authentication, Security
- White papers 2008-06-05
- The Consumer Driven Supply Chain
- For their businesses to survive and thrive, executives in the retail and consumer products industry must understand how dramatic changes in consumer demand are transforming the retail landscape. Download this white paper from IBM to read about three trends that are having a profound impact on the consumer product and...
- Tags: Supply Chain, IBM Corp., Supply Chain Management (SCM), Enterprise Software, Software
- White papers 2004-08-01
- EquaTerra Position: Service Provider M&A - Change of Control Doesn't Have to Mean Loss of Control
- The outsourcing service provider market has historically experienced a steady stream of Mergers and Acquisitions (M&As) which began to pick up in 2007. An M&A event can be worrisome for a buyer actively engaged with one of the parties involved, particularly if the provider is on the receiving end of...
- Tags: M&A, EquaTerra, Mergers & Acquisitions, Outsourcing, Investment, Finance, It Operations, Business Operations, Outsourcing & Subcontracting
- White papers 2008-02-18
- Service Level Agreement (SLA) Boot Camp
- Service Level Agreements or "SLA's" are tricky but useful mechanisms for managing the risk of an on-going relationship with IT service providers. Unfortunately, most SLA's that show up in service contracts as worthless, cosmetic paper additions. SLA's can be extremely powerful tools to help the person and the service provider...
- Tags: SLA, Service Level Management, It Operations, It service Management
- White papers 2005-07-01
- Fiditalia Offers Flexible Information Systems to Support Development of Consumer Credit
- Fiditalia S.p.A. has been one of Italy's biggest consumer credit companies for 25 years, with more than one million active clients today. The company wanted to implement a solution consistent with the development of a customer service-oriented architecture and replace the outdated Customer Relationship Management CRM system, with no loss...
- Tags: Information System, Oracle Corp., High-performance, Consumer Credit, IVR, Fiditalia S.p.A., Interactive Voice Response (IVR), Leadership, Customer Relationship Management (CRM), Enterprise Software, Management, Software
- Case studies
- Virtualize Your Oracle Database With Web Services
- Oracle Database 10g can function in two Web services modes: as a Web services consumer external Web services are invoked from within the database or Web services provider (clients invoke database operations through the internet/intranet, thereby "Virtualizing" those operations). Oracle Database 10g supports both modes - in consumer mode generating...
- Tags: Web, Oracle Corp., Web Service, Oracle Database, Oracle Database 10g, Web Services, Channel Management, Databases, Storage, Enterprise Software, Software, Marketing, Data Management, Hardware
- White papers 2005-11-01
- By Replacing Its Existing Workforce Management Solution, GE Consumer Finance Significantly Reduced Costs While Improving Performance
- GE Consumer Finance, a unit of General Electric Company, is a leading provider of credit services to consumers, retailers and auto dealers in 35 countries around the world. GE Consumer Finance Australia GECFA has contact centers in Burnley, Paramatta, Brisbane, Auckland and India. Following GE's acquisition of AGC, it was...
- Tags: General Electric Co., Performance, Finance, Workforce Management, Recruitment & Selection, Human Resources
- Case studies
- A Smart Sourcing Implementation Roadmap
- This paper outlines a framework for sourcing IT services, from business case to management and a cycle of continuous improvement. It identifies and mitigates the limitations of the traditional sourcing methodology to provide a win-win relationship for the business and the provider over the long term. The proposed framework focuses...
- Tags: Sourcing, Purchasing & Procurement, Strategy, Business Operations, Management
- White papers 2005-09-01
- mySAP CRM Integrates With Back-Office Software to Support New Online Sales Channel
- Based in Long Beach, Calif., Pioneer Electronics USA, Inc. Pioneer is the sales and marketing arm of the consumer electronics firm Pioneer North America. The company faced challenges wherein the consumer electronics environment was becoming increasingly competitive and price erosion was deteriorating profitability. Pioneer used the mySAP Customer Relationship Management...
- Tags: mySAP, Pioneer Electronics, Environment, Back-office, mySAP CRM, CRM, Customer Relationship Management (CRM), Sales Strategy, Enterprise Software, Software, Sales
- Case studies
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