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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. (...)
Excerpt related to
software technical support:
... the enterprise resource planning (ERP) market, selling identical enterprise software
solutions, with the only difference lying in their technical support plans ...
Published:
2009-09-28
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Excerpt related to
software technical support:
... Christmas is the time of year when business software proves what it ...
Unfortunately, customer and technical support people are caught between the vendor and its
...
Published:
2009-12-25
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Abstract:
Supply chains are very complex, as is discrete manufacturing and the software that addresses its needs. To ease the complexities,
service level agreements are developed so that all parties involved remain on the same page and product delivery is facilitated. (...)
Excerpt related to
software technical support:
Supply chains are very complex, as is discrete manufacturing and the software that addresses its needs. To ease the complexities,
service level ag...
Published:
2008-09-01
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Abstract:
Pivotal, had been feeling the competitive pressures coming from many directions. Despite many mid-market and niche CRM vendors'
attempts to overcome these challenges, many will continue to struggle to avoid insolvency, while the luckier ones that have
some attractive point solutions, such as partner rela (...)
Excerpt related to
software technical support:
Pivotal, had been feeling the competitive pressures coming from many directions. Despite many mid-market and niche CRM vendors'
attempts to overco...
Published:
2004-02-07
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Abstract:
Because small to medium enterprises are limited in their resources, they must carefully consider which of the two major operating
systems available—Microsoft Windows or Linux—will better serve their needs and be more cost-efficient to implement. (...)
Excerpt related to
software technical support:
Because small to medium enterprises are limited in their resources, they must carefully consider which of the two major operating
systems availabl...
Published:
2006-12-19
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Abstract:
Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers
and partners with higher levels of service while increasing Great Plains’ operational efficiency. Here’s how Great Plains
uses the web to augment its technical support services. (...)
Excerpt related to
software technical support:
Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers
and partners with highe...
Published:
2000-12-05
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Abstract:
It is essential that depth and expertise in vertical industries, which are critical to ongoing success, be encouraged and
nurtured. However, it can be easily neglected in a slew of recent complementary acquisitions and subsequent attempts to intertwine
them. However, CDC and Pivotal looks like the kind o (...)
Excerpt related to
software technical support:
It is essential that depth and expertise in vertical industries, which are critical to ongoing success, be encouraged and
nurtured. However, it ca...
Published:
2004-02-09
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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. (...)
Excerpt related to
software technical support:
Mature systems in any enterprise require an approach different from newer implementations to software support—one that focuses
on customization, i...
Published:
2007-04-02
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Abstract:
While Pivotal might have temporarily mitigated its protracted troubles by having the privilege to choose between three potential
suitors, the time for some decisive moves is now, given that competitive pressures will not go away, but rather will intensify. (...)
Excerpt related to
software technical support:
While Pivotal might have temporarily mitigated its protracted troubles by having the privilege to choose between three potential
suitors, the time...
Published:
2004-02-06
-
Excerpt related to
software technical support:
... China to provide customer technical support 24 hours a ...
a week through its support Web portal ... implementations, frequent and painless software
upgrades, faster ...
Published:
2010-01-27
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Abstract:
Most products have moved toward support for business management functions and exception management. SouthWare has embraced
this concept at all levels, providing users executive information systems, exception management, task management, and even
performance assessment. (...)
Excerpt related to
software technical support:
... offer a full range of services, including technical support. ...
a more complete range of services and support. ... Rather than restricting software
selection to only ...
Published:
2005-01-08
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Abstract:
Application vendors are focusing on their install base as their primary source of revenue while cutting costs to provide
profitability. Most vendors will tell you that they are both new account and customer oriented, and some have struck this
balance. But the vast majority have been worshipping at the (...)
Excerpt related to
software technical support:
Application vendors are focusing on their install base as their primary source of revenue while cutting costs to provide profitability.
Most vend...
Published:
2003-05-09
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Abstract:
The case against modifying enterprise software is a strong one. Standard software offerings are the products of millions
of dollars of research, development, and extensive testing for consistent performance. For this and various other reasons,
modifications almost never make sense. (...)
Excerpt related to
software technical support:
The case against modifying enterprise software is a strong one. Standard software offerings are the products of millions of
dollars of research, d...
Published:
2006-11-22
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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. (...)
Excerpt related to
software technical support:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initi...
Published:
2009-09-04
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Abstract:
Mid-market and the SMB segment are the next frontiers and a promised land for all the enterprise vendors, small and large
alike.Still, the willingness of smaller IT departments to go for more sophisticated technology beyond the all-too-common dispersed
islands of information on Excel spreadsheets, Access (...)
Excerpt related to
software technical support:
Mid-market and the SMB segment are the next frontiers and a promised land for all the enterprise vendors, small and large
alike.Still, the willing...
Published:
2003-06-07
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Abstract:
Enterprise software selection is a risky undertaking for any organization. Find out how you can reduce the risk with a best-practice
approach to assessment, evaluation, and selection—and learn how to reduce the time and cost involved in choosing the right
solution. (...)
Excerpt related to
software technical support:
Enterprise software selection is a risky undertaking for any organization. Find out how you can reduce the risk with a best-practice
approach to a...
Published:
2007-12-26
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Abstract:
The documents, spreadsheets, databases and other files on the personal computers used to conduct business are corporate assets.
It cost money to create them and that investment should be protected. Additionally, companies have both competitive and legal
obligations to assure that such data is kept priv (...)
Excerpt related to
software technical support:
... Corporate accounts with Internet Service Providers can simplify configuration and technical
support. Inspect-and-Push software version management simplifies ...
Published:
2000-04-18
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Abstract:
Different types of organizations show distinct preferences when assigning importance to the criteria on which to base their
operating system selection. Small and medium enterprises need to carefully analyze the available data to accurately evaluate
their strategic IT investments. (...)
Excerpt related to
software technical support:
Different types of organizations show distinct preferences when assigning importance to the criteria on which to base their
operating system selec...
Published:
2006-12-20
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Abstract:
The upfront expenses of a network comprise only 19% of the total cost. The remaining 81% can sneak up on bank management,
often unaware of some subtle TCO factors (...)
Excerpt related to
software technical support:
Evaluating the Total Cost of Network Ownership. Lynn Koller - July 26, 2000. Comments: 0. Read Comments Brian Killian and
Lynn Koller ...
Published:
2000-07-26
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Abstract:
Market research shows that enterprise software and service markets are crossing market lines to witness strong growth in
the Aerospace and Defense (A&D) industry. (...)
Excerpt related to
software technical support:
Market research shows that enterprise software and service markets are crossing market lines to witness strong growth in the
Aerospace and Defense...
Published:
2000-02-21