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 TitleDate AddedCompany
whitepaper Best Practices for Translating Customer Satisfaction into Revenue2009-11-06 Citrix Online
  Today's support organisations are focused on two top-level metrics: financial results and customer satisfaction. For most, it's easy to track financial performance, but customer satisfaction is akin to speaking a foreign language. How do you quantify customer satisfaction? Download the Best Practices for Benchmarking Customer Satisfaction to get industry research the Association of Support Professionals (ASP) on how to measure and leverage customer satisfaction.

Tags: Business Functions, Data Tools, IT Budgeting, IT Budgeting		   
whitepaper Support Strategies: Customer Experience Management2009-11-06 Citrix Online
  Customer experience is the most powerful tool available today for distinguishing your company from competitors ? each contact with the customer offers an opportunity for strengthening your relationships by delivering value. That makes the support center an extremely strategic contact point. This smith+co white paper explores the importance of the customer experience and the role of technology in creating, nurturing and strengthening customer relationships with every single interaction. Download the white paper to learn: • Why customer experience is the next frontier for support centers • How to strategically create and strengthen customer relationships • Tips for increasing your focus on customer needs

Tags: Business Functions, Data Tools, IT Budgeting, IT Budgeting		   
whitepaper Transform your Multi-Channel Customer Experience: Advantages of Customer Communications Management2009-11-06 Pitney Bowes Insight
  Improving the way you communicate with customers effectively managing and delivering more personalized and unified customer communications, across today's diverse media channels can maximize returns. Further, companies are generating tens of thousands of documents and businesses are facing exponential growth in the amount and types of communications, driving the need for improved efficiency and centralized control of often disconnected technology systems and delivery channels. Join Toby Bell, Research Vice President at featured analyst firm, Gartner, Inc., and Lisa Sutrick, Director, CCM Product Management at Pitney Bowes Business Insight, as they look at how businesses are moving to an integrated Customer Communications Management (CCM) strategy and technology solution to increase customer loyalty, enhance customer service, improve operational efficiency and reduce risk and costs. You'll also learn what to look for in a CCM solution and how to implement one in your organization.

Tags: Components, Customer Management		   
whitepaper 3 Strategies for Reducing IT Support Costs2009-10-29 Citrix Online
  As companies brace for more bumps in the economic downturn, many organisations are indiscriminately cutting costs. To ensure a seamless transition into the post-recession market, however, slashing and burning is not recommended. Now is the time to strategically trim and strengthen for success. This IDC White Paper explores 3 tangible areas that IT departments should investigate to help strategise cost reduction during the downturn. Download the White Paper to learn: -- Why IT utilisation, end-user support and maintenance budgets are the most strategic areas to investigate -- How to effectively approach cost-saving measures within these areas while maintaining IT performance -- Tools and services the IDC recommends for achieving maximum cost savings and efficiency

Tags: Business Functions, Data Tools, IT Budgeting, IT Budgeting		   
whitepaper Forrester Strategies for Assessing IT Business Satisfaction2009-10-29 Citrix Online
  If you aren't assessing customer satisfaction you are overlooking a potential goldmine. This valuable data is crucial to creating a successful IT strategy. But where do you start? This new Forrester Research white paper explores the importance of assessing IT business satisfaction. It includes best practices recommendations, survey templates and questions to guide your assessment. Download the white paper to learn: -- Why assessing business satisfaction is key for IT success -- Tips for capturing customer feedback -- How to effectively assess business satisfaction

Tags: Business Functions, Data Tools, IT Budgeting, IT Budgeting		   
whitepaper Selection Criteria for Remote Support Tools2009-10-23 NTRglobal
  Though basic remote support technology is available from many sources, including some freeware and shareware options, companies interested in improving both the economics of support and the customer experience should understand the risks involved with lower-end tools, and learn how leveraging a "best-of-breed" product will accelerate operational improvements and customer satisfaction ratings. Read this report to find out 10 critical selection criteria to use when evaluating remote support platforms, and identify how moving beyond homegrown or freeware tools will accelerate the achievement of business goals for your service and support operation

Tags: IT Infrastructure, Business Functions, Workflow Management, LAN - WAN		   
whitepaper Foglight Performance Analysis for SQL Server: Value for DBAs and Developers Alike2009-10-22 Quest Software
  You know Foglight® Performance Analysis for SQL Server helps DBAs maximize performance for their SQL Server database environments. But it's also a valuable tool for developers as well!

In this Quest Software technical brief, learn more about a DBA's challenges - including the limits of native tools - and the questions you must ask when looking at a third-party solution. Then, see how Foglight Performance Analysis for SQL Server also benefits developers in ways that native SQL Server tools can't! Read this technical brief today.

Tags: Data Infrastructure, Business Functions, IT Infrastructure, Data Tools		   
whitepaper Applying Remote Support Technology for Maximum Impact2009-10-20 Citrix Online
  Remote-support technology is a powerful tool for support delivery. By using remote support, technicians can access the users' desktop to effectively diagnose and resolve the issues. But to yield maximum advantage the remote-support technology must be applied to the right type of problems. This ServiceXRG white paper explores 5 strategic applications of remote support that yield maximum benefit and how to measure their business impact.

Tags: IT Infrastructure, Business Functions, Workflow Management, LAN - WAN		   
whitepaper The Value of Talent Development: Your Guide to Strategic HR Practices2009-10-15 SumTotal Systems
  Don't miss this practical guide to strategic HR practices. It shows you not only how to rethink your HR practices and policies, but also how to drive new processes — then align all of them to deliver real business results. You'll find out how to:
  • Get more value from your biggest expense - people
  • Make the most of current trends in Talent Development
  • Lay the groundwork for talent development through process changes now
  • Calculate ROI and make your business case for talent development
  • Select a talent development vendor


Tags: Enterprise Planning, Business Functions, IT Infrastructure, Government		   
whitepaper HP MPS solution for AIB2009-10-14 Hewlett-Packard (HP)
  Allied Irish Bank (AIB) wanted a Managed Print Services (MPS) solution at its head office that would improve service quality, deliver cost savings and lower operational risk. One of the IT improvements, A 75% consolidation of the hardware fleet leading to a more efficient and manageable print, copy and fax environment.

Tags: Peripherals, Financial Services, Business Functions