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Welcome ,
December 15, 2010
       
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Best Practices for Workload Distribution and Dynamic Employee Engagement

As demands increase and budgets tighten, organizations that can respond to customer requests in a timely manner will not only gain a competitive advantage, but they will also minimize costs and optimize resources. To do so requires a contact center and back office staffed with the right people available at the right time in order to meet predetermined service levels.

To find out how your company can answer these challenges, review Best Practices for Workload Distribution and Dynamic Employee Engagement. This four-part series of articles, features:

  • Rethinking Contact Center and Back Office Processes: The Challengers of Achieving Balance and Consistency
  • Staffing and Workload Management: Challenges and Opportunities
  • The Importance of Proper Hiring, Training, Career Path Development, Skilling, and Routing
  • Sustained Management: Changing the Game with Genesys iWD

More...

 
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Salesforce to Offer 'Cloud' Database
Salesforce.com Inc., which provides Internet-based sales software, plans to sell a Web-based database service next year that it hopes will compete with software giants such as Oracle Corp. Customers will access the product, Database.com, stored on Salesforce computers, over the Internet as part of a trend known as cloud computing. Customers will pay a monthly fee based on the number of users, transactions or records stored in the database. The news comes amid the rapid growth of cloud computing, a market led by database makers such as Oracle and Microsoft Corp. Global revenue from cloud services is expected to grow 16.6% to $68.3 billion this year, and more than double to $148.8 billion by 2014, according to technology consultancy Gartner Inc.


Bon-Ton Stores, Inc. Boosts Holiday Purchases With IBM Software
IBM announced that the Bon-Ton Stores, Inc. website has experienced a double-digit increase in sales using IBM software to advance its online and mobile commerce initiatives. Bon-Ton Stores, Inc. are using IBM WebSphere Commerce software to enhance customers' online shopping experience by proposing relevant products and automatically providing coupons and discounts based on customer preferences. Bon-Ton's new website is also able to develop targeted marketing campaigns tailoring the shopping experience for specific customer segments using new media capabilities and mobile coupons.


Microsoft offering cash to Salesforce switchers
As part of a new incentive program, Microsoft is offering companies that are currently customers of Salesforce or Oracle's CRM services a cash bonus for switching to Microsoft's own Dynamics CRM Online.  Companies that make the switch will be given $200 for every user that's a part of the transition. That amount can also be put towards the subscription itself, or service add-ons, Microsoft said in a statement.  There is some fine print though. For instance, companies need to be of a certain size: anywhere between 15 to 250 users. If it's outside those two numbers, there are no incentive credits to be had. Along with that, companies can't just cut and run after getting the rebate, as there's a two-year licensing agreement involved.

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The Most Popular Webinar & White Paper of 2010
Best Practices in Customer Service

This year has been chock-full of great webinars and white papers, and as it quickly approaches its end Parature would like to offer you our most popular webinar and white paper of 2010.

Webinar: Beyond Stuck in the Middle Seat(R): How Disney Lost, Then Restored the Luster to the Magic Kingdom

Watch Now...

White Paper: How Do You Build a Culture of Loyalty? Let a Southwest Airlines Insider Tell You

Download Now...

 

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The top ten enterprise IT trends for 2011
Security, cloud services and sustainability will be three of the most important trends in enterprise IT in 2011, according to Ovum.

The independent technology analyst has named its top ten trends for the coming year, which also include mobility, data management and data centre transformation. Business analytics, collaboration, IT financial management and context-aware computing also make the list .

Security
Security continues to be high on the IT agenda as the number of threats to businesses increases rapidly.

Data management
Data management will be a key area due to the sheer volumes now passing through enterprises.

Business analytics
The technologies' ability to improve decision-making, identify new business opportunities, maximize cost savings and detect inefficiencies is driving its importance for organizations.

Mobility
In IT management, the mobility challenge in 2011 will be to embrace the new technology while developing a strategy that maintains a balance between user preference and productivity and corporate security and compliance.

Data center transformation
The role of the data center is witnessing a dramatic shift as the cloud computing era heralds a new dawn in the delivery of IT services in 2011.

Cloud services
Cloud computing will continue to grow steadily in 2011. Ovum believes that it is no longer a question of whether or not enterprises will use cloud computing, they already are. However, it is still early days for both providers and CIOs, who will grapple to take
advantage in 2011.

Collaboration
To cater for changes in work practices, an integrated approach to collaboration is needed which includes social networking and video conferencing.

Sustainability
New opportunities will continue to emerge in 2011 which allow organizations to work in a more environmentally-friendly way.

IT financial management
The CIO should talk the language of business and put in place better IT financial management in 2011.

Context-aware computing
In 2011, CIOs should be looking to instrumentation, metering and wireless technologies to play a significant role in providing the context which can lead to automated business processes and increased productivity.
More...


Study Reveals 75% of Companies Will Use Enterprise-Class Cloud Computing Solutions Within Five Years
Three-fourths of companies either currently employ enterprise-grade cloud computing solutions or plan to implement enterprise-grade cloud over the next five years, according to a new study commissioned by Savvis, Inc., a provider of cloud infrastructure and hosted IT solutions for enterprises.

The study found that IT usually identifies projects and areas that could benefit from cloud and informs the business. However, 23 percent of respondents reported that business leaders sometimes bypass IT and purchase solutions on their own.

Other key findings from the survey include:

  • 60 percent consider it extremely or very challenging to find the right cloud computing solution for their companies
  • 69 percent perceive cloud computing solutions as offering greater flexibility
  • 64 percent expect spending on hosted, on-demand and/or cloud-based software at their companies to increase over the next year
  • 62 percent rate security as a critical factor when evaluating cloud solutions

More...


IDC Predicts Cloud Services, Mobile Computing, and Social Networking to Mature and Coalesce in 2011, Creating a New Mainstream for the IT Industry
In 2011, and certainly beyond, IDC expects cloud services, mobile computing, and social networking to mature and coalesce into a new mainstream platform for both the IT industry and the industries it serves.

The platform transition will be fueled by another solid year of recovery in IT spending. IDC forecasts worldwide IT spending will be $1.6 trillion in 2011, an increase of 5.7% over 2010. While hardware spending will remain strong (7.8% year-over-year growth), the industry will depend to a larger extent on improvements in software spending (5.3% growth) and related project-based services spending (3.5% growth), as well as gains in outsourcing (4% growth). Worldwide IT spending will also benefit from the accelerated recovery in emerging markets, which will generate more than half of all net new IT spending worldwide in 2011.

Spending on public IT cloud services will grow at more than five times the rate of the IT industry in 2011, up 30% from 2010, as organizations move a wider range of business applications into the cloud. Small and medium-sized business cloud use will surge in 2011, with adoption of some cloud resources topping 33% among U.S. midsize firms by year's end. Meanwhile, the more nascent private cloud model will continue to evolve as infrastructure, software, and service providers collaborate on a range of new offerings and solutions. Meanwhile, the vendor battle for two cloud "power positions" will be joined to determine on whose cloud platform will solutions be deployed, and who will provide coherent IT management across multiple public clouds, customers' private clouds, and their legacy IT environments.

Mobile computing -- on a variety of devices and through a range of new applications -- will continue to explode in 2011, forming another critical plank in the new industry platform. IDC expects shipments of app-capable, non-PC mobile devices (smartphones, media tablets, etc.) will outnumber PC shipments within the next 18 months -- and there will be no looking back. While vendors with a PC heritage will scramble to secure their position in this rapidly expanding market, another battle will be taking place for dominance in the mobile apps market. The level of activity in this market will be staggering, with IDC expecting nearly 25 billion mobile apps to be downloaded in 2011, up from just over 10 billion in 2010. Over time, the still-emerging apps ecosystems promise to fundamentally restructure the channels for all digital content and services to consumers.

Meanwhile, social business software has gained significant momentum in the enterprise over the past 18 months and this trend is expected to continue with IDC forecasting a compound annual growth rate of 38% through 2014. In a sure sign that social business has hit the mainstream, IDC expects 2011 to be a year of consolidation as the major software vendors acquire social software providers to jump-start or increase their social business footprint. Meanwhile, the use of social platforms by small and medium-sized businesses will accelerate, with more than 40% of SMBs using social networks for promotional purposes by the year's end.

As the new mainstream IT platform coalesces in the months ahead, IDC expects it to lay a foundation for IT vendors to support, and profit from, a variety of "intelligent industry" transformations. In retail, mobility and social networking are rapidly changing consumers' shopping experience as they bring their smartphones into the store for on-site price comparisons and product recommendations. In financial services, mobility and the cloud are bringing mobile banking and payments closer to reality. In the healthcare industry, IDC expects 14% of adult Americans to use a mobile health application in 2011.
More...

 

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CRM's sticking points - and seven tips to survive them
To suggest that it's all plain sailing these days for CRM implementations would of course be grossly inaccurate. Today, a myriad of issues still blight CRM projects -- some of which are much the same as when organizations began to implement CRM a decade or so ago, and some of which are newer problems.
Full Article...


The Pros and Cons of Mobile Customer Feedback
Gathering customer feedback can be a laborious process. Gain participating for such input as satisfaction surveys is difficult enough. Persuading customers to fill out a comment card or go online after eating a meal or returning an item is can be even more challenging because of the time lag between the event and the survey. Some companies are moving to the mobile channel to gain more real-time insight while delivering a better customer experience to those customers who provide feedback. There are many positives and negatives to such an approach.
Full Article...


For Many, Social Media Still an Experiment
A recent survey by Harvard Business Review Analytic Services indicates that nearly two-thirds of the 2,100 companies who participated said they are either currently using social media channels or have social media plans in the works. As promising as that might sound, answers to the survey point to the newness of social media efforts. One third of companies, for example, do not measure the effectiveness of their social media efforts. A whopping 75 percent have no idea where their most valuable customers are talking. The survey relays business' attitudes about social media, their current challenges, their perceived benefits, and their usage habits and plans for the future.
Full Article...


4 CRM Questions to Ask Yourself During the Holidays
More than ever, customers are eager and ready to share their views with the companies they buy from. That can mean valuable intelligence regarding changes to products, a better understanding of buying patterns, insight into failures in service and an understanding of why you won or lost in individual cases.
Full Article...


Friending Your Customers: Inside 4 Companies' Facebook and Twitter Strategies
Capturing customer data and building communities on Facebook and Twitter isn't easy. Learn how four CIOs are integrating social media with business data to draw more attention to their companies products and deliver better service.
Full Article...

 

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bookNow, Build a Great Business!: 7 Ways to Maximize Your Profits in Any Market
by Mark Thompson and Brian Tracy

Don't be daunted by a challenging economy and fierce competition. Even in the toughest environment, innovative, highly profitable businesses abound. And yours can be one of them with Now, Build a Great Business! This essential success kit from business heavyweights and acclaimed authors Mark Thompson and Brian Tracy is filled with straightforward, powerful strategies to ignite growth in your business.

Packed with insights from face-to-face interviews with world-class business leaders (Tony Hsieh of Zappos, Virgin Brands' Richard Branson, Ingvar Kamprad of IKEA, Charles Schwab, and many others), this book distills a wealth of ideas and practices to uncover the core ingredients of successful organizations.

For more information, or to order your copy...

You can find more industry sepcific books at our web site:
http://www.crmindustry.com/

 

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Free Research on the Service and Support Industry
Are you looking for the latest research available (for free!) on the service and support industry? Then check out the research section of SupportIndustry.com. Some of the current offerings available to members are:

  • Research Insight: Average Speed to Answer, Wait Time and Handle Time
  • 2010 Service and Leadership Trends in Customer Support
  • Research Insight: Effectively Measuring Customer Loyalty
  • Research Insight: Cost Per Contact (Phone & E-Mail)
  • Research Insight: First Contact Resolution
  • 2009 Service and Support Metrics Survey

All of these reports can be accessed by clicking here...

 

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