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Customer Relationship Management (CRM) | Wireless Technologies and Mobile Computing | IT Service Management (ITSM)/ IT Infrastructure Library (ITIL) | Mobile Field Sales/ Wireless Connectivity | Customer Service (General) | Change and Configuration Management | Disk-based Backup & Storage/ RAID | Virtualization | Mobile Device Management | Help Desk and Call Management

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Swiss manufacturer installs out-of-the-box storage area network in less than half an hour by Dell, Inc. March 01, 2009 - (Free Research) The existing storage solution at Eternit (Schweiz) AG, was unable to meet the growing needs of the organization. The company wanted a solution that was scalable, cost efficient and easy to use. Read this case study to find out how Dell was able to assist with these goals. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Best Practices in Complex Equipment Manufacturing, Sales, and Service by SAP America Inc January 23, 2009 - (Free Research) This paper gives a brief overview of the SAP® solutions used by manufacturers of complex products and equipment to differentiate themselves from the competition through superior-value products and services against low-cost global providers. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Improving Customer Support and Help Desk Efficiencies with On-Demand Remote Support by NTR Global October 29, 2009 - (Free Research) This white paper will help anyone responsible for improving customer experiences with affordable technology solutions to understand why self-service support falls short in terms of immediate customer response expectations, how on-demand remote support delivers immediate ROI benefits, and what to look for in a new remote support solution. (PRESENTATION) VIEW ABSTRACT | GO TO

REDUCING COSTS THROUGH BETTER SERVER UTILIZATION by Sun Microsystems, Inc. March 01, 2009 - (Free Research) Keeping datacenters agile is key as IT organizations support dynamically changing business priorities and cope with economic pressures. By consolidating systems onto the latest server technology and taking advantage of virtualization techniques, enterprises can optimize datacenter efficiency, gain flexibility, and reduce operating costs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Why You Should Take a Holistic Approach to ITIL and Service Support by BMC Software, Inc June 15, 2009 - (Free Research) In these tough economic times, how do you address the challenge of reducing costs without diminishing your service quality? Companies can lower costs significantly and meet the growing demand for services by taking a more holistic approach. This paper discusses the importance of taking a unified approach to service support management and... (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

For Ceridian, it Pays to Provide High-Quality Support by LogMeIn, Inc. September 16, 2009 - (Free Research) This case study describes how Ceridian used LogMeIn Rescue to streamline its 50-to 90 day implementation process and to increase troubleshooting capabilities for customer support analysts handling 2,500 calls per day. With Rescue in place, Ceridian has experienced an increase in their customer satisfaction rates, which have grown from 83% to 94%. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Communications Skills for Remote Support by LogMeIn, Inc. September 16, 2009 - (Free Research) A new era of on-demand remote support has brought with it a unique challenge to the agents who practice it: a new level of transparency for their interpersonal skills. In this white paper, you'll learn from an experienced communications skills expert, 4 specific steps to help supercharge your customer relationships in an era of remote support. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

HEALTHsuite® - Claims Processing Software by RAM Technologies, Inc. HEALTHsuite is an administrative claims processing system designed for health plans and other health care organizations. Rich in features and functions to support health plans of all sizes and types, HEALTHsuite supports all aspects of health care administration including HMO, Consumer Driven, Medicare, Medicaid and Federal Health Benefits.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

VUE Software: Insurance Commission & Incentive Compensation Management by CSSI VUE software delivers flexibility and automation to help solve the complexities of insurance sales commission and incentive compensation plans. VUE’s web-enabled incentive management solution reduces costs while driving accuracy and efficiency into your organization. This comprehensive solution offers the ease of a total solution from one vendor.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Enabling the Profitable Evolution of Mobile Transport to All-IP by Alcatel-Lucent June 09, 2009 - (Free Research) As demand for mobile multimedia services increase and average revenue per user declines, mobile service providers must transform their networks to profitably support legacy voice and advanced packet-based services. This paper outlines the challenges associated with transforming the mobile transport network. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Practical and Flexible IT Service Management for the Real World by Numara Software January 06, 2009 - (Free Research) This webinar will show you why Numara® FootPrints® 9, a highly flexible and practical service desk solution, is the best value in the service desk market today. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Leading Auto Repair Services Provider Boosts Efficiency with Easy-to-Use CRM Solution by Microsoft July 25, 2008 - (Free Research) After evaluating several customer relationship management solutions, including Salesforce.com, the company replaced NetSuite CRM with Microsoft Dynamics® CRM. Using Microsoft Dynamics CRM, the company cut call times in its customer support call center by 30%, reduced agent training time by 25 percent, and strengthened its growth capacity. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

The Executive Guide to CRM Architecture: Why CRM Flexibility Will Impact Your Success by Microsoft September 14, 2009 - (Free Research) This white paper explains the importance of flexible software architecture, and how the right CRM solution can support and even advance an organization’s ability to evolve in lock-step with changes as they occur--enabling them to attain and maintain a competitive advantage. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Mobility Management the ITIL and ITSM Way: An Enterprise BlackBerry, iPhone (and Beyond) Imperative by BoxTone October 08, 2009 - (Free Research) In this Handbook, you'll learn how Mobile User Management has emerged as the most effective application of ITSM leveraging ITIL to support mobile user connectivity and mobile application access. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

VUE Software: Enterprise Incentive Management by CSSI VUE Software solves the complexities of insurance sales commission and incentive compensation plans by delivering flexibility and automation. VUE Software’s web-enabled EIM solution reduces costs while driving accuracy and efficiency into your organization. This comprehensive solution provides the ease of a total solution from one vendor.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

VoIP and Lower TCO Will Drive Adoption of Hosted On-Demand Contact Centers by Five9 September 10, 2009 - (Free Research) Read this paper to learn how organizations that have selected a hosted contact center solution have minimized or even eliminated the cost of their IT or telecom support departments. Keep reading to learn what the benefits a hosted contact center solution can have for your company. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Case Study: Mid-Atlantic Communications Company Delivers Wireless Broadband in Rural America by Motorola, Inc. August 20, 2009 - (Free Research) Telpage initially deployed wireless broadband equipment from a variety of manufacturers in the 900 MHz, 2.4 and 5.7 GHz frequencies to support point-to-point and point-to-multipoint applications. Unfortunately, that equipment could not reliably scale to support increased demand. Read on to learn how Telpage found reliable scalability. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

ITIL for the Real World by Numara Software January 06, 2009 - (Free Research) This webinar will show you how Numara FootPrints 9 provides practical, rapid ITIL v3 enablement for the vital processes that support the demands of your customers and focuses on providing the best possible experience to your customers. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Multitenant CRM Enables Rapid Deployment, Flexible Foundation for Field Sales Team by Microsoft October 21, 2008 - (Free Research) Facing rapid growth, U.S. Dynamics Field Sales needed a sales force automation tool that would map to the team's unique solution-selling process and drive adoption among sales staff. Working with Microsoft® IT, U.S. Dynamics Field Sales deployed Microsoft Dynamics® CRM and integrated it with its legacy CRM system, providing the team with... (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Using Microsoft Dynamics CRM and the Federated Model for Consolidated Pipeline Forecasting and Reporting by Microsoft September 09, 2009 - (Free Research) View this webcast to learn how the federated model can help business units operate customized CRM systems while synchronizing to a central application. We explore how the server stores enterprise-pertinent information from all CRM systems, thus supporting executives responsible for achieving overall sales goals. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Next Generation Customer Focus: Strategies and Business Activities Necessary for World-Class Performance and Success by Infor CRM October 23, 2009 - (Free Research) This paper focuses on consumer products manufacturers and the strategy of customer-focused innovation, exploring NGM study questions and examines business areas where customer-focused innovation has potential to influence performance outcomes. Read on to learn how ways to effectively identify and satisfy customer demand. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Sun Products Test Drive - Try and Buy by Sun Microsystems, Inc. December 2008 - (Free Research) Sun's free product trials give you the opportunity to test the very latest Sun Open Storage products and solutions for your business: absolutely free for a full 60 days, with full technical support. (ARTICLE) VIEW ABSTRACT | GO TO ARTICLE

Managing Device Diversity: How To Embrace Employee-Owned BlackBerry, iPhone and Windows Mobile Smartphones (And Make Your CIO Smile) by BoxTone October 2009 - (Free Research) This free handbook explains why "enabled compliance" is what IT management and CIOs need to maximize mobile worker productivity while optimizing the balance of service quality, cost and risk to the organization. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Long-Term Data Protection and Retention: Finding the Correct Balance by Quantum Corporation March 2009 - (Free Research) Tape remains the most cost effective, energy efficient and reliable program technology for storing large amounts of inactive, off-line or near-line data while complimenting disk-based data protection and retention solutions. Read this paper and find out why. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Business Benefits of Hosted Email Security for the SMB by Trend Micro GmbH December 2008 - (Free Research) This white paper provides small business owners, midsize company executives, and functional IT staff with a deeper look at how hosted messaging security can help address and manage a dynamically changing threat environment. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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