| 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.
|
| 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.
|
| 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.
|
| 4. |
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.
|
| 5. |
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.
|
| 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.
|
| 7. |
No Yawn Intended: Enterprise Applications Giant Introduces a Mid-tier Support Choice ( Pages)
by P.J. Jakovljevic
May 9, 2006
Abstract : Many market observers might yawn at SAP's recent Premium Support announcement, but users increasingly appreciate more choice and certainty, and may take notice of what the market leader is trying to do with this middle-of-the-road support option.
|
| 8. |
A Case Study and Tutorial in Using IT Knowledge Based Tools Part 1: Decision Support Discussion ( Pages)
by E. Robins
May 30, 2001
Abstract : In going through a business decision process for complex technology selections, more and more use is being made of technologically driven processes using Decision support tools and captured knowledge. The use of these systems and the capability to drive a solution from them assumes an ability to accurately express business requirements and business value within these tools. In this article, we explore the marriage of knowledge management and decision support in forming knowledge based selection systems and procedures that can assist in reducing the current appalling record of IT project failures. This is illustrated by the process to select a Personal Digital Assistant (PDA).
|
| 9. |
How One Vendor Addresses Support and Maintenance Issues ( Pages)
by P.J. Jakovljevic
Apr 27, 2007
Abstract : SAP is addressing the problem of customers wanting support that vendors are either not providing, or providing at unjustifiable prices. Support and maintenance customers are committed to service contracts, but only to a point. New options are thus available.
|
CART 
