CRM + BPM: Raising the Customer Experience Bar

On October 16, 2009

CRM + BPM: Raising the Customer Experience Bar

For decades, organizations have been dealing with the challenges of driving more effective customer service. Traditional CRM solutions have focused on presenting consolidated customer information, but they still rely heavily on employees to resolve customer issues. This means that the customer's experience can vary greatly depending on the manual processes and efficiency of the staff at any given organization.
On October 16, 2009

Raytheon Continues To Demonstrate Diversification Is A Key

Ratytheon was awarded a contract by DARPA to work on "self healing" circuits. This demonstrates one of the advantages of the large defense contractors as they have the resources and ability to support diverse business centers that may not be available to smaller or start-up companies.
On October 16, 2009

Tech Law: YouTube Smoking Gun, Gamers Sue Sony, More

Viacom finds YouTube smoking gun;games sue Sony over firmware upgrade; EU and Microsoft to agree on browser approach; the DOJ to investigate IBM mainframe sales; and media outlets and Apple are targeted in a patent suit.
On October 16, 2009

Is Tech Back? Nah.

I'm sure many are jumping up and down over Google's latest earning report. CEO Eric Schmidt said that "the worst of the recession is behind us." Call me skeptical, or even cynical, but I don't see anything yet suggesting that all is well. In fact, look at the current evidence from IBM, Nokia, and Intel and I think it suggests that things are still incredibly shaky, no matter where a willing suspension of disbelief has driven the Dow.
On October 15, 2009

The Magazine Industry on the Verge

These quotes are from today's editorial breakout sessions from the MPA's first-ever "Innovation Summit" here in New York, where tonight it is raining quite hard. John Micklethwait, Editor-in-Chief, The Economist: "What is the new 'normal' going to be for magazine publishers? The old 'publisher model,' where we bundled readers and sold them to advertisers is not coming back. It is being walloped." Marian Salzman, an executive with RSCG Worldwide PR: "The old model of marketing magazines is broken. Age is not a very important thing now. I would argue that parents of six-year-olds have much more in common than do 35-year-olds, who may be at very different stages of life from each other." Mark Jannot, Editorial Director, PopSci Media Grp:...
On October 15, 2009

Cisco Takeover of Tandberg Tripped

One smart move deserves another. And just as Cisco made an intelligent plsay for Tandberg in a proposed acquisition worth $3 billion cash, a group heavily invested in the Norwegian videoconferencing company made an even better one and is gumming up the works.
On October 15, 2009

Walmart Continues Gaining Customers as Holidays Approach

So where will consumers be shopping for gifts in the upcoming holidays? In a BIGresearch study, 22 percent of consumers interviewed during the first week of October said they have taken to shopping Walmart most often for children’s toys, up from 19 percent a year ago. While Toys“R”Us remains in second place, the 15 percent who now say they prefer to shop there have less company than the 18 percent who said the same at this time last year. Target at seven percent, Kmart, at just over one percent, and Amazon, at just under one percent, round out the top five. When it comes to adult gifts such as HDTVs and other electronics, Best Buy and Walmart are the destinations...
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