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Voice Self-Service Leverages the Knowledge Base to Improve Customer Interactions
Deploying voice self-service (VSS) is undeniably attractive to enterprises because it improves the speed, consistency, and convenience of information sent to

expand the customer base  self-service. Enterprises now can expand the supported range of customer inquiries to include unstructured, informational requests over the phone. In the past, only web sites with well-managed knowledge bases could handle these types of queries. New advances that merge speech recognition and knowledge base technology provide the ability to process these requests over the phone. This Report explores the maturity of VSS from its technology history to the architectures and deployment models available today, Read More

Customer Relationship Management (CRM)
Customer relationship management (CRM) focuses on the retention of customers by collecting all data from every interaction, every customer makes with a company from all access points whether they a...
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Documents related to » expand the customer base


Holistic Omni-Channel Customer Experience Spotlighted at KANA Connect
I couldn’t make it to the KANA Connect 2013 conference this September, but the marvels of modern technology allowed me to follow the event in real time through

expand the customer base  the city plans to expand the functionality of NOLA 311 by leveraging the newly launched LAGAN Enterprise solution. KANA customers and media heard about the city’s future plans, toured the NOLA 311 Service Center, and saw LAGAN customer service technology in action during a private tour at KANA Connect 2013. KANA Express for Midmarket KANA Enterprise and LAGAN Enterprise for large enterprises are written in Java, and share a fair amount of codeline. Both enterprise class products can be provided in a Read More
MAPICS: Will Customer Satisfaction be Enough?
MAPICS has consistently scored above average in the following customer-service & support benchmarks: reliability, quality of support, vendor stability, ease of

expand the customer base  (Front-Office, Supply Chain, E-Commerce). Expand further into the SME market, particularly into the lower-end that is still out of reach of the bigger ERP vendors by further leveraging its very strong affiliate channel network. Delivery of more new, focused and pre-configured vertical solutions, and offering application of outsourcing would make MAPICS additionally attractive to resource constrained smaller enterprises. Expedite the completion of Windows NT and Java related development work before the Read More
Broadbase Continues to Expand
Broadbase continues its string of alliances and acquisitions by purchasing Servicesoft. The $645M purchase is a response to the increasing demand for single

expand the customer base  Expand Broadbase Continues to Expand L. Talarico - October 5, 2000 Event Summary Broadbase Software Incorporated, a CRM vendor focused on the dot-com and Fortune 1000 markets, recently purchased Servicesoft Incorporated for $645M in stock. Broadbase's current suite of applications offers primarily analytics components including a personalization/recommendation engine, campaign management, and sales order tracking. Missing from Broadbase's offering are operational components geared towards service and Read More
How Are the Market Leaders Navigating the World of Value-added Resellers?
Notwithstanding moves from major vendors and value-added resellers, addressing the needs of small and medium businesses requires significant changes within

expand the customer base  (ISVs) who want to expand their SMB businesses. Through OPN Access and OPN QuickStart Plus, partners have the opportunity to deliver the enterprise level functionality of Oracle's database and application server products ( Oracle Database 10g Standard Edition One and Oracle Application Server 10g Standard Edition One ), optimized for their SMB customers. These partner members pay a minimal annual fee, and gain access to technology training roadmaps, sales and marketing kits, developer tool kits, and Read More
Now the Minnows are Eating the Minnows
In a transaction valued at approximately $15 million, DataMirror Corporation has announced that it has completed the acquisition of assets and assumption of

expand the customer base  the Minnows are Eating the Minnows Now the Minnows are Eating the Minnows M. Reed - October 19, 2000 Event Summary In a transaction valued at approximately $15 million, small by most standards in the software industry, DataMirror Corporation (TSE: DMC) has completed the acquisition of assets and assumption of certain liabilities of Constellar Corporation. Both companies have been small niche players in the data warehousing market, Constellar being almost exclusively Oracle-based, and DataMirror Read More
Microsoft says: Pay No Attention to the Man Behind the Glasses
In one of the quicker reversals on record, Bill Gates and Microsoft issued conflicting statements within a day regarding the software giant's willingness to

expand the customer base  says: Pay No Attention to the Man Behind the Glasses Event Summary Statement 1 -February 17, 2000 [Reuters] Microsoft Corp. Chairman Bill Gates said the software giant would be willing to open to competitors the source code of its Windows operating system - its flagship product - to settle the antitrust lawsuit brought by the U.S. Justice Department, Bloomberg Television reported Thursday. Microsoft Corp. would be willing to open the source code for its Windows software to competitors in order Read More
The Miracle in Detroit: Putting the ROI into ITIL
IT managers understand the difficulty of demonstrating returns on investment for technology projects. The issue is particularly acute for large multiphase

expand the customer base  Miracle in Detroit: Putting the ROI into ITIL IT managers understand the difficulty of demonstrating returns on investment for technology projects. The issue is particularly acute for large multiphase deployments, such as IT infrastructure library (ITIL) implementations: massive projects which are hard to sell to management, and which promise returns many years in the future—after significant investment. So how do you get management to buy into your vision? Read More
The Transformation of the Lean Enterprise
Over the past 30–40 years, manufacturers have made dramatic leaps in improving their businesses by using lean manufacturing and Six Sigma techniques. The

expand the customer base  Transformation of the Lean Enterprise Over the past 30–40 years, manufacturers have made dramatic leaps in improving their businesses by using lean manufacturing and Six Sigma techniques. The systems these businesses use, however, have changed relatively little in comparison. The ERP systems manufacturing companies rely on to run their business are greatly at odds with the strategy and processes lean manufacturers use to maintain their competitive advantage. Read More
Good Customer Service Is Simple
Outstanding customer service is a competitive advantage. Most companies salute good customer service as a key objective. But in its simplest form, what is good

expand the customer base  Customer Service Is Simple Outstanding customer service is a competitive advantage. Most companies salute good customer service as a key objective. But in its simplest form, what is good customer service? Customer Service—A Simple Definition Customer service means meeting your customer’s expectations. That means you and your customer need to have a mutual understanding of what is expected and you have to deliver on that expectation. The expectation can be very high or very low; the point is that yo Read More
The Superstar CFO: After the Crisis
In 2007, CFO Research Services published The Superstar CFO, a study documenting the attributes of highly successful chief financial officers (CFOs). Since then,

expand the customer base  Superstar CFO: After the Crisis In 2007, CFO Research Services published The Superstar CFO, a study documenting the attributes of highly successful chief financial officers (CFOs). Since then, the world has been shaken by financial, political, and natural upheavals that have altered the economic landscape. This report explores how these changes may be affecting companies’ efforts to transform corporate finance into a value-added partner to the business. Read More
The Power of Cloud ERP on the Food Processing Plant Floor
For food processing companies, a comprehensive enterprise resource planning (ERP) solution offers a clear view of what is happening on the plant floor so they

expand the customer base  Power of Cloud ERP on the Food Processing Plant Floor For food processing companies, a comprehensive enterprise resource planning (ERP) solution offers a clear view of what is happening on the plant floor so they can track complete genealogies. Real-time data and flexible barcode functions enable efficiencies and productivity improvements. Download this white paper to learn more about the value of using a cloud/software-as-a-service (SaaS) ERP system on the food processing plant floor. Read More
Collaboration 2.0: Taking Collaboration to the Next Level: From the E-mail and Document-centric World of 'Enterprise 1.0' to the People-Centric World of Enterprise 2.0
Most business collaboration continues to be conducted via e-mail and shared folders, but forward-looking organizations are increasingly considering socially

expand the customer base  2.0: Taking Collaboration to the Next Level: From the E-mail and Document-centric World of 'Enterprise 1.0' to the People-Centric World of Enterprise 2.0 Most business collaboration continues to be conducted via e-mail and shared folders, but forward-looking organizations are increasingly considering socially oriented and real-time collaboration solutions to instantly and seamlessly increase productivity between employees, suppliers, customers, and stakeholders. This white paper discusses new Read More
The VMTurbo Cloud Control Plane: Software-driven Control for the Software-defined Data Center
The software-defined data center has the potential to extend the agility, operational, and capital benefits of virtualization throughout the data center stack

expand the customer base  VMTurbo Cloud Control Plane: Software-driven Control for the Software-defined Data Center The software-defined data center has the potential to extend the agility, operational, and capital benefits of virtualization throughout the data center stack. This paper outlines the need for software-driven control—the intelligence or “control plane” that can take advantage of the new software-defined capabilities, enabling enterprises and service providers to achieve the true potential of software-defined Read More
The Integrated Information Management Infrastructure: The Business Value of the Best-of-Suite Approach
Overlooking how an application fits into your overall IT landscape can lead to costly implementations. But addressing data management with middleware solutions

expand the customer base  Integrated Information Management Infrastructure: The Business Value of the Best-of-Suite Approach Overlooking how an application fits into your overall IT landscape can lead to costly implementations. But addressing data management with middleware solutions that work seamlessly with existing applications in your company’s IT environment can lead to significant benefits. Explore the value of technology decisions that support and maintain infrastructure-wide interoperability with regard to your data Read More
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