Business Process Management (BPM) | Customer Service (General) | Service Oriented Architecture (SOA) | IT Service Management (ITSM)/ IT Infrastructure Library (ITIL) | Customer Relationship Management (CRM) | Business Process Outsourcing | Technology Outsourcing | Customer Experience Management (CEM) | Application Management and Maintenance | Application Integration

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Article: How end-to-end services can transform Oracle environments by Dell, Inc. April 27, 2011 - (Free Research) The creation of the Dell Services Oracle Practice builds on the long and successful relationship between Dell and Oracle - a collaboration that can offer significant benefits to organizations running Oracle software on Dell hardware. Read this article for more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Business Services Innovation: How Top CIOs Take the Lead by Hewlett-Packard Company December 09, 2011 - (Free Research) Industry leaders share their experiences turning IT business service ideas into effective moneymakers that also strengthen customer relationships. (EGUIDE) VIEW ABSTRACT | GO TO

Cricket Communications Turns to Splunk for Assuring Automated Service Management by Splunk February 09, 2012 - (Free Research) Keeping up with a quickly expanding business is difficult if you do not have the right tools. Read on to learn how Cricket Communications handled its growing business' operations with an enterprise application, data and operational management system. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Use effective call centers to build customer loyalty by Infor CRM February 08, 2012 - (Free Research) This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty. (EGUIDE) VIEW ABSTRACT | GO TO

Apply the power of CRM to build customer loyalty by Infor CRM February 07, 2012 - (Free Research) This tip guide comes straight from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Read on to learn how to utilize today's technologies for enhancing customer relationship management (CRM) strategies. (EGUIDE) VIEW ABSTRACT | GO TO

Making the Cloud Work: Monitoring Requirements for IaaS, PaaS, and SaaS by Nimsoft, Inc. January 05, 2012 - (Free Research) Access this white paper to learn how you can monitor and manage public cloud investments including Infrastructure as a service (IaaS), Platform as a service (PaaS), and Software as a service (SaaS), to validate and optimize service quality. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The power of Call Centers and Customer Loyalty by Infor CRM February 06, 2012 - (Free Research) Read this e-guide from our award-winning editorial team to learn strategies for how to utilize innovative technologies to improve your customer experiences, retain customers and gain loyalty. (EGUIDE) VIEW ABSTRACT | GO TO

Transform your Service Organization Into a Performance-Driven Leader by ViryaNet Ltd (E-mail this company) January 23, 2012 - (Free Research) This white paper explains how you should balance customer service and organization efficiency by using performance data. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Balancing Act of Mobile Workforce Management by ViryaNet Ltd (E-mail this company) January 25, 2012 - (Free Research) Read this white paper to learn about creating a plan to tackle your mobile workforce obstacles and the details of a system that will assist with your complex tasks. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Broker-Dealer Case Study: Reduced Compliance Burden With Perimeter's Message Archive by Perimeter eSecurity January 20, 2012 - (Free Research) This case study explores how one small financial organization was able to significantly reduce operating costs by partnering with with an outsourced, secure email archiving specialist. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Leading Interactive Games Designer Accelerates Business Intelligence Program by Cisco Systems, Inc. January 20, 2012 - (Free Research) In this white paper, Rajesh K. Gupta, Electronic Arts' senior manager of applications for business intelligence (BI) and data services, explains how EA avoids many costly problems due to timely data access. Read this now to gain insight into how EA deployed job scheduling software and what benefits it reaped by doing so. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cognos Business Intelligence for Report Authors by IBM January 24, 2012 - (Free Research) Utilize a complete set of enterprise reports that are easy to build, maintain, secure and deploy, all delivered in a collaborative authoring environment and based on the fundamental principle of "author once — consume anywhere." (VIRTUAL SEMINAR) VIEW ABSTRACT | GO TO

Evaluating cloud-based file transfer services by IBM July 01, 2011 - (Free Research) If you are looking for smarter ways to approach file sharing in your commerce environment, you are probably thinking about outsourcing or moving to the cloud. This evaluation from IBM, supported by research from Vanson-Bourne, can help by showing you critical factors to consider. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

FTP Replacement: Where MFT Makes Sense and Why You Should Care by IBM November 28, 2011 - (Free Research) This research provides advice on when to replace file transfer protocol (FTP) with managed file transfer (MFT) solutions, and which features to consider. This Gartner report includes MFT software and MFT as a service. Also highlighted is where MFT fits into the technology landscape and some of the key benefits. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Smarter communications through analytics by IBM November 18, 2011 - (Free Research) As research suggests, investments in data integration and analytics that maximize the value of each customer are worthwhile and create potential for financial gain. To quantify the value of those investments, an illustrative $8 billion communications provider was modeled. Results from this effort are presented throughout this paper. (WHITE PAPER) GO TO WHITE PAPER

Business Analytics Clients Build a Smarter Planet by IBM November 18, 2011 - (Free Research) This brief video shoes how predictive analytics benefits Arvato Services, Yamaha Motor Europe, Banco Itau Argentina, Avis Europe and other organizations. For example, Avis Europe uses IBM predictive analytics to drive highly personalized e-mail campaigns based on detailed customer profiles. (VIDEO) GO TO

Case Study: Coles Group Limited - Retailer streamlines HR delivery and cuts costs by Hewlett-Packard Limited January 05, 2012 - (Free Research) Coles sought out HP's SAP payroll services to simplify and lower costs. Read on to learn more about HP's SAP payroll services. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

HP Procurement Services: Boost Margins with Proven Global Spending Strategies by Hewlett-Packard Limited January 05, 2012 - (Free Research) Read this paper to learn more about HP's business processes services. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

ERP Technology Trends Point to a ‘Bright’ Future, Forrester Says by Plex Systems January 26, 2012 - (Free Research) A report by Forrester Research Inc. predicts that there are seven technologies to be on the lookout for in the next five years because they will be changing enterprise computing. This tip guide outlines the upcoming trends including mobile technology, Software as a Service (SaaS), and business process management (BPM). (EGUIDE) VIEW ABSTRACT | GO TO

WebSphere MQ 7.0 Features and Enhancements by IBM December 28, 2011 - (Free Research) This e-book provides details about IBM WebSphere MQ V7.0 product features and enhancements required for individuals and organizations to make informed application and design decisions prior to implementing a WebSphere MQ infrastructure or begin development of a WebSphere MQ application. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Creating Business Value with Communication-Enabled CRM Processes by SAP America, Inc. September 2008 - (Free Research) In this paper learn how companies can overcome the limitations in marketing, sales, and service processes by pursuing communication-enabled business processes (CEBPs)–enabled by communication systems that are integrated with business applications. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Forrester Wave™: CRM Suites For Large Organizations, Q2 2010 by Microsoft October 2011 - (Free Research) Read this Forrester Research Inc. analysis of 18 leading customer relationship management (CRM) suite solutions. See what vendors offer the best systems for BPM, ERP, TCO, midsized organizations, and basic needs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

5 steps to successful workload automation by BMC Software, Inc. October 2011 - (Free Research) A patchwork of job schedulers can cause many inefficiencies, hindering IT’s ability to serve the business. An enterprise approach solves these issues and adds new value. Five steps can take you from a costly mishmash to benefits like increased productivity, lower costs, and better service. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Dynamic workload management: Simplify, improve and save by BMC Software, Inc. October 2011 - (Free Research) It’s no surprise that IT organizations need to simplify and control complex business processes while reducing costs. That's why it's important to identify underperforming management processes within the data center and systematically make these processes more effective by using a combination of best practices and intelligent automation. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

What's your Customer Experience Advantage? by SAP America, Inc. March 2011 - (Free Research) SAP Insider Article covering new SAP CRM innovations which help companies empower their employees, substantially improve the customer experience, and thereby achieve a competitive advantage. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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