| 1. |
Bolstering the Call Center with Service Resolution Management Processes (3 Pages)
by P.J. Jakovljevic
Sep 4, 2009
Abstract : Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition to improved customer satisfaction rates.
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| 2. |
Bolstering the Call Center with Service Resolution Management Processes ( Pages)
by P.J. Jakovljevic
Dec 14, 2007
Abstract : Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition to improved customer satisfaction rates.
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| 3. |
What Is the Value Proposition of Support and Maintenance? ( Pages)
by P.J. Jakovljevic
Apr 2, 2007
Abstract : Mature systems in any enterprise require an approach different from newer implementations to software support—one that focuses on customization, interoperability, and performance support. Yet despite this fact, most vendors continue to offer the same one-size-fits-all models of support.
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| 4. |
What's Wrong With Application Software? Business Processes Cross Application Boundaries ( Pages)
by Jim Brown
Feb 27, 2003
Abstract : The reality of today’s application environment is that no single application meets all of the needs of a business, or frequently even the needs of a single business process, so multiple applications must work together to support business processes.
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| 5. |
Minimizing The Total Cost of Technical Support for Enterprise Applications ( Pages)
by David Bourque
Nov 20, 2006
Abstract : Many organizations don't follow formalized processes for technical support evaluation. However, technical support is a vital component of any enterprise software solution. The fact is, poor technical support can have a severe impact on a solution's total cost of ownership.
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| 6. |
Compaq Partners with Red Hat in Linux Support Deal ( Pages)
by R. Krause
Oct 20, 1999
Abstract : Compaq Computer Corp. and Red Hat, Inc. announced that Compaq will provide call center support for the Red Hat Linux operating system.
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| 7. |
Minimizing the Total Cost of Technical Support for Enterprise Applications ( Pages)
by David Bourque
Jan 25, 2008
Abstract : Many organizations don’t follow formalized processes for technical support evaluation. However, technical support is a vital component of any enterprise software solution. The fact is, poor technical support can have a severe impact on a solution’s total cost of ownership.
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| 8. |
The Many Flavors of Application Software Outsourcing ( Pages)
by A.B. Maynard
Sep 29, 2004
Abstract : Many companies are looking to outsource development and maintenance of their application software. Common reasons that companies outsource application software are to reduce their costs, improve quality, obtain flexible staffing levels, and obtain improved service and support so they can focus on their core competence such as, designing clothes, managing equity portfolios, or running hospitals. Choosing whether to outsource or not is a strategic decision for a company. Once a company has decided to outsource, however, it must still choose an outsourcing approach that best fits it needs. This paper will describe the many different options for application software outsourcing, including the advantages and disadvantages of each alternative.
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| 9. |
Application Erosion: More Causes and Cures (5 Pages)
by Olin Thompson
Dec 29, 2001
Abstract : The November 23, 2001 TEC article 'Application Erosion: Eating Away at Your Hard Earned Value' prompted an unusually high volume of e-mails. Unanimously, people agreed that application erosion is real and it has a significant impact on the long-term value of technology. Several of the e-mails yielded some additional causes and cures for application erosion.
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CART 
