Moving Service Management to SaaS

In areas such as sales force automation and customer relationship management, cloud-based computing services have become the norm—and substantially improved the economics, capabilities, and efficiencies customers have realized. Today, organizations can enjoy similarly substantial benefits by migrating their IT service management functions to a Software-as-a-Service model. This paper shows how CA Cloud Service Management enables organizations to make the most of this opportunity by providing a service management solution with a breakthrough in time.
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Managing Spreadsheets: Reducing Risk and Gaining Confidence

Nine out of 10 spreadsheets have errors. Critical business decisions are made every day based on data in Excel. With the whitepaper “Managing Spreadsheets: Reducing Risk and Gaining Confidence” Incisive outlines 6 ways to manage spreadsheet risk to save time and gain confidence in your data.

Click here to download the whitepaper.

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THE CIO’S GUIDE: To Enterprise Mobility Management

CIOs make tough decisions every day. To make the right ones, you have to trust your sources and be confident that you’re prioritizing the right issues.

Enterprise Mobility Management (EMM) is top of mind for most CIOs today, not just because of BYOD and COPE (Corporate Owned, Personally Enabled), but also because of the clear opportunity that mobility presents to boost productivity, customer engagement, job satisfaction and more.

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Uw Online Business naar de Cloud verplaatsen: Sleutelfactoren in Online Succes

Elk slim bedrijf heeft tegenwoordig een uitgebreide online aanwezigheid. Behalve een vereiste website, bieden veel bedrijven hun werknemers, zakenpartners en klanten online toegang tot applicaties, systemen en data.

De IT-infrastructuur die deze online aanwezigheid ondersteunt, verschuift momenteel van traditionele eigen systemen naar Cloud-gebaseerde oplossingen. Cloud providers hebben meer internetbandbreedte dan de meeste bedrijven. Bovendien isoleren ze internet transacties van het bedrijfsnetwerk, en voorkomen overbelasting van routers en switches met data die daar niet nodig is. Daarom is het selecteren van een goede Cloud provider cruciaal.

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Bringing Your Online Business to the Cloud: Key Factors in Online Success

Today, every savvy company has embraced an extensive online presence. Beyond the required web site, many businesses routinely provide their employees, business partners, and customers with online access to applications, systems, and data.

Increasingly, the IT infrastructure that supports these online business efforts is shifting from traditional on-premises to Cloud-based solutions. Cloud providers have more Internet bandwidth than most businesses, and additionally isolate Internet transactions from the corporate network instead of clogging on-premises routers and switches with data that needn't be there in the first place. As such, selection of a suitable Cloud provider is critical.

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CRM Prizefight: Salesforce vs. Oracle

Oracle and Salesforce are two undisputed titans in the CRM space. Their solutions are top notch for a reason, but have you ever wondered how they match up 1-to-1? Our new infographic answers this question among many others when it comes to comparing these two solutions.
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Must-have CRM Mobile Apps and Tools in 2014

2014 is being hailed as "the Year of the CRM App"; is your business mobile CRM-ready? The estimated rates of CRM app use in 2014 are staggering, so if you want to stay ahead of the curve, our newest white paper is for you. In it, our CRM expert will detail all the recent trends with mobile CRM and what is projected to happen in 2014. We’ll also give you a sneak peek into the top CRM apps of the new year.
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IBM Omni-Channel Digital Experiences

"Organizations have always looked for better ways to reach, communicate, and engage seamlessly with customers, vendors, suppliers and employees. More often than not, this entails jumping from device to device in the course of a single interaction and organizations look for consistency in delivery of contents across touch points. Learn how IBM's portfolio enables leading organizations to provide a framework to build and maintain multichannel digital experiences that put them ahead of the competition".
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Engage customers by delivering personalized digital experiences

This paper highlights the many benefits that IBM Exceptional Digital Experience, together with IBM's Marketing Optimization solution, that organizations can harness to deliver a unique and personalized digital experience. IBM Exceptional Digital Experience and IBM Marketing Optimization solution can help organizations differentiate their digital brand; reach customers and prospects across nearly any channel; deliver tailored, relevant messages; and easily launch and schedule marketing campaigns. Real-time customer insights and analytics woven into these two solutions maximize ROI for digital channels and marketing investments.
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How to resolve the 5 worst service situations

Trying to help someone who is arrogant and feels entitled is challenging. And unfortunately, it's not the only unsavory support situation you face.
"Learn the mechanics of handling your worst transactions, and everything changes in terms of morale, performance and customer satisfaction levels."

This brief, brought to you by Citrix GoToAssist, explores 5 really tough support situations that service and support professionals regularly face and how to effectively resolve them.

Download the brief to learn:
- How to extinguish social media firestorms
- 3 surefire steps for handling an angry, arrogant person
- What to do when (gasp!) you are at fault
- And more...
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Improve Customer Satisfaction and Grow your Business

'Meeting Expectations and Changing Dynamics in Service'
Earlier this year, Salesforce.com partnered with Fifth Quadrant to conduct quantitative and qualitative research into the customer service space in Australia and New Zealand. The study was conducted amongst 753 Australian and New Zealand consumers and 100 Australian oganisations. Read this paper to learn of the key findings found from their research.
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Qualify Prospects to Rock Your Sales Goals

In today's Internet age - where information is readily available to both sellers and buyers - when it comes to qualifying the prospect, the seller must handle prospects differently.

In this paper you will learn:

-Why qualifying a lead is still crucial
-Qualifying starts before you meet the customer
-The business of interacting with buyers
-Signs you're chasing a bad lead
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6 Secrets to Offering Exceptional Customer Service

Nearly a third of consumers believe that businesses are now paying less attention to providing good customer service. On top of that, just 7% of those polled say that customer service experiences they have with companies typically exceed their expectations. Now think about how you could succeed and profit as a business if you not only continually offered good service to your customers, but also frequently offered more than what they expected. Read the following paper to see what customers want and how you can give it to them.
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Business Value of Managed Services

As the primary focus of IT moves from increasing IT productivity through virtualization and cloud computing to enhancing business productivity, the biggest challenge that businesses face in executing corporate strategy is focusing the right people and resources on strategic initiatives. A key element in enhancing business productivity is driving down costs, which can help free up the funds needed to make strategic investments. Businesses also need a means to more effectively orchestrate how IT interacts with business processes and critical application environments. The solution lies in using managed services. Read this paper to find out more on how companies gained significant and quantifiable benefits from using managed services.
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