Businesses increasingly view information technology as a strategic investment – an investment that is expected to align with the larger goals of the company and deliver competitive advantages. Well-defined IT service management processes ensure that the business is not only ready for change, but that it may take a proactive approach and push for changes that make the company more competitive and profitable.
Audio is undergoing a noteworthy transition, thanks to two significant factors: VoIP (Voice over Internet Protocol) and the use of Web conferencing as a business tool. This new white paper takes an in-depth look at the uses and costs of traditional audio conferencing, as well as the multitude of cost and productivity benefits companies realize with computer-based audio conferencing.
Software-as-a-Service (SaaS) is a growing phenomenon in worldwide business today. From the original ideas of outsourcing the data center and having third parties manage the software (the ASP movement of the turn of the century) to true SaaS today, the tsunami of outsourced IT and new methods of accessing business software solutions has created a multi-billion dollar market.
As the current economic downturn worsens, employers are scrambling to trim discretionary spending and, increasingly, to reduce payroll. Enter web conferencing software, one of the solutions that organizations can implement to dramatically reduce company costs.
As your Small to Medium Business (SMB) takes on new staff, implements new processes and expands its operations, it’s important to have a robust business system that supports this kind of growth. If your goal is for your SMB to grow into a large enterprise, start running it like one.
SaaS does not spare customers the need to ask vendors the same questions about service levels, costs, and other issues that they would ask themselves if they were planning on-premise implementations. Of the nine questions customers should ask about SaaS, seven also apply to on-premise deployment. However, the issues of changing needs prompt two more questions unique to SaaS.
Marketing is not perceived as an exacting science. Many times, marketing plans, campaigns and other activities are planned from guesswork or past “experiences”. As a result, money can be quickly wasted on marketing initiatives which were poorly conceived and poorly executed.
This AberdeenGroup Executive White Paper focuses on the business value of front-to-back office integration for small and mid-market companies as well as the role of Software-as-a-Service in enhancing that value. AberdeenGroup field research conducted for this paper concludes that small and mid-market companies will soon find they have outgrown their sales-focused CRM applications and will require more robust solutions to fully integrate pre-sales information with customer data contained in their transactional systems.
Service desks can employ the best agents in the world, or run the most sophisticated technologies, but without effectively combining the two, and directing their interactions based on sound processes, they won’t deliver service and support that differentiates. Some service transformation tools, such as remote support, not only improve customer service delivery, but positively impact employees and business processes as well.
This White Paper identifies some of the insights gained from a recent benchmark survey on how globalization drives the need for Professional Service Organization (PSOs) to rely on collaboration and remote service delivery tools like Citrix® GoToMeeting® Corporate and Citrix® GoToAssist® Corporate.