This e-book examines the need to adopt new metrics for customer service in response to the new ways they engage customers using social media and networks. Inside, learn how to avoid the common pitfall of adding new metrics to traditional performance measurement systems. 

Recent research by SiriusDecisions has shown that the average B2B organization actually utilizes only 6 % of the leads generated per year. If you're like many sales and marketing professionals, the time and money you will spend on online lead generation and management in 2004 will not yield the results you're looking for. 

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. 

In this week's issue of Computer Weekly, we look at the key technologies that retailers are turning to for IT-enabling customers' Christmas shopping. We examine research revealing the huge cost of application software that fails to meet requirements; and we talk to one of the pioneers of agile software development. Download the new issue now. 

The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels. 

This paper will explore how top-performing companies are capturing, integrating, managing, measuring and acting on valuable customer data throughout the entire customer lifecycle, in order to maximize customer loyalty and achieve Best-in-Class bottom-line results. 

This benchmarking study from ESI International identifies the trends impacting the project management function in IT industry in three areas: PMO maturity, measuring and reporting on PMO effectiveness, as well as training involvement. 

This Technical Standard provides a taxonomy describing the factors that drive risk – their definitions and relationships. This Technical Standard is not a reference or tutorial on how to assess or analyze risk, as there are many such references already available. 

To properly protect the information at the database layer there are a number of comprehensive measures that need to be taken. With this paper Tanya Baccum, SANS Institute analyst, examines these measures for holistically protecting Oracle database from inside out. 

This tutorial presents a framework and financial methodology for deciding whether an enterprise should replace its current "status quo" tape storage solution with a new "proposed" solution, and the economics related to that decision. 

Learn how you can empower your employees to make the most of big data and data analytics in this executive guide from the Corporate Executive Board. 

This report introduces best practices for understanding and improving the performance of mission-critical networked applications and provides pointers for what to look for in a measurement tool in a WAN optimized environment.