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 TitleDate AddedCompany
whitepaper dynaTrace Software Case Study: EnerNOC2008-05-29 dynaTrace software
  EnerNOC, Inc. is a leading developer and provider of clean and intelligent energy solutions to utilities and electric power grid operators, as well as commercial, institutional, and industrial customers. As EnerNOC scaled to over 2,800 customer sites, it realized that it needed greater visibility in diagnosing performance issues in its distributed network earlier in the production lifecycle. After experiencing success in QA and staging, EnerNOC took the next logical step of deploying dynaTrace into their 24/7 production environment. They found that dynaTrace's lightweight agents provided unprecedented visibility into their production system, with minimal overhead.

Tags: Software Engineering		   
whitepaper Redefining the Customer Experience2008-05-21 JupiterMedia
  People begin by searching online for cameras noting the benefits of certain makes, models, features and prices. They follow up with a shortlist of cameras that they want to touch, feel and see. They then walk into a store, keeping the shortlist handy, explore a bit and eventually make a decision on which camera they like most. They buy it, bring it home, open the package, and find the battery missing from the package. The experience any customer receives is not just what the brand owner scripted for the customer, it was outcome-based that resulted from personal interactions and was almost exploratory in nature.   
whitepaper Health Plan Customer Experience: From Enraged to Engaged2008-05-12 Microsoft Tips
  Let's face it; customer experience is a major problem for health plans. Consumer data from Forrester Research shows that members give their health plans very poor grades across every aspect of customer experience. While these poor experiences may not have historically caused major defections, the environment is changing and this type of consumer discontent will become an increasingly larger issue for health plans. What can health plans do to improve their customer experience? Chart a path to Experience-Based Differentiation (EBD). This webcast layout the key elements of EBD, which represent Forrester's blueprint for customer experience excellence.   
whitepaper Using the Six Laws of Persuasion in Negotiations2008-05-02 Global Knowledge
  This On-Demand Web Seminar will teach you how to be more successful in negotiations. By mastering the persuasion process, you'll be able to deliberately create the attitude change and subsequent actions necessary for persuading others to your way of thinking. This process appeals to the intellect, using logical and objective criteria, as well as a methodology that positively engages the emotions of the negotiators.

Tags: Sales - Marketing, IT HR - Staffing - Training, Resources Mgmt.		   
whitepaper Web Hosting Company Easily Deploys New Server Solution on a Multiplatform Network2008-05-01 Microsoft
  A German Web-hosting company, intergenia provides business and individual customers with Web space, as well as virtual and dedicated servers. As a market leader, intergenia wanted to offer its customers Windows Server 2008 when it launched. But the company's automated deployment structure runs on the Linux operating system. A second deployment system with parallel operations would be too expensive and - because of the tight integration required between the two systems - too time-consuming to set up. However, with help from Microsoft Services, intergenia easily integrated Windows Server 2008 into its Linux-based distribution process using advanced features in the new operating system.

Tags: Linux - Open Source, Windows Server 2008		   
whitepaper Lesite.tv Improved Marketing Campaign Success and Increased Sales Productivity While Controlling Costs2008-05-01 Oracle
  Lesite.tv wanted to provide a multi-channel, easy-to-use Customer Relationship Management (CRM) system that can be deployed rapidly and optimize customer knowledge over the various life-cycle phases: pre-sales, after sales, marketing, etc. The challenge was to categorize different types of prospects more effectively (establishment heads, teachers, institutional users, local authorities, etc.) and communicate a unified customer vision and avoid increasing the number of silo commercial databases within the company. Lesite.tv worked with Logica Management Consulting to deploy Oracle CRM On Demand to 15 users in less than four months over the key customer relations functions - managing campaigns, sales, commercial opportunities, support, and requests for assistance.

Tags: CRM Software		   
whitepaper Know IT Improves Overall Service Level to Customers With Business Intelligence Solution2008-05-01 Oracle
  Know IT AB is an IT consulting company which specializes in developing its customers' business and operations by contributing with strategic advice, systems development, and management. Know IT wanted to deliver state-of-the-art expertise in strategic consultation, system development, and administration of IT solutions and develop clients' business to increase its competitiveness. The challenge was to develop and maintain expertise skills and help customers increase availability and maintainability in critical IT systems. Know IT retained Oracle Support services to gain rapid access to technical support 24 hours a day to improve overall level of service to customers as well as optimized technology solutions, using Oracle MetaLink to access Oracle's global knowledge repository and learn new hints and tips.

Tags: Business Intelligence - Data Warehousing		   
whitepaper Promero Delivers a Reliable, Flexible, and Robust Contact Center Platform to a Global Customer Base2008-05-01 Oracle
  Promero, Inc. wanted to increase call center platform stability, reliability, and voice quality - in both hosted and on-premise environments and deliver a contact center offering that helps Promero's clients drive sales and deliver quality customer service. The challenge was to empower call center supervisors with real-time functionality and enable a self-administering interface for rapid operational updates and deliver expanded reporting capabilities to the company's customers. Promero selected Oracle Contact Center Anywhere as the company's call center platform and increased call center platform reliability from 93.5% to 100% over a four-year deployment period, and increased contact rate by 285%.

Tags: Call Center - Contact		   
whitepaper Helsingin Sanomat Maximizes Advertising Revenue With Improved Customer Service and Marketing2008-05-01 Oracle
  Helsingin Sanomat wanted to establish a single, company-wide system for managing hundreds of thousands of advertisements and more than 30,000 advertising customers a year and enhance customer orientation and improve customer identification in media sales. The challenge was to gain advanced functionality and an easy-to-use application and provide a flexible architecture that can be deployed rapidly, as well as upgraded to meet changing business needs. Helsingin Sanomat worked with Accenture to implement Oracle's Siebel applications to consolidate customer information previously fragmented across numerous systems as well as created a single, 360-degree view of advertising customers, providing contact data plus details on all previous contacts and business transactions.

Tags: CRM Software, Database Applications		   
whitepaper University Closes Information Gap With BMC Service Desk Express Suite2008-05-01 BMC Software
  Liverpool John Moores University is a city-based university, with more than 27,000 students studying 200-plus courses at undergraduate and postgraduate levels. The University needed a flexible and sophisticated service desk solution to replace a number of disparate systems. The University deployed BMC software for its solution and implemented BMC Service Desk Express Suite to address their incident and problem management, adding change management to the mix after a number of years reaping the benefits of the service desk.

Tags: Customer Support Services