Parature's Online Customer Service Software & Solutions by Parature Inc.. Parature is the global leader in on-demand customer support and help desk software. Our web-based support suite enables organizations to fundamentally change the way they more... >> Discover more offerings from Parature Inc..
		TechExcel CustomerWise (formerly TechExcel CRM) Customer Support Software by TechExcel, Inc.. CustomerWise helps optimize your support process by providing your internal support team with all of the tools necessary to resolve support requests quickly. From incident more... >> Discover more offerings from TechExcel, Inc..
		Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc.. Discover what benefits advanced meter infrastructure (AMI) brings and why, and learn how the SAP NetWeaver platform and enterprise service-oriented architecture can support more... >> Discover more offerings from SAP America, Inc..

Global Green IT Attitude & Action: Survey Report by Info-Tech Research Sponsored by: TANDBERG January 2008 - (Free Research) KnowledgeStorm and Info-Tech Research Group partnered to conduct the Global Green IT Attitude & Action survey in November 2007. More than 2,100 IT and non-IT respondents from around the globe provided insight on their sentiment towards climate change, Green IT, and how they believe their companies are reacting. Learn the results. (ANALYST REPORT) READ ABSTRACT | GO TO ANALYST REPORT

Business Intelligence and Enterprise Performance Management: Trends for Emerging Businesses by Oracle Corporation - SMT (E-mail this company) November 2007 - (Free Research) The notion that emerging businesses have the same BI and EPM requirements as large enterprises is partly true. However, the survey makes clear that these requirements evolve as companies grow from single locations to multiple locations, expand internationally, or change from private to public ownership. (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

The Data Protection Benchmark Report - The Road to Recovery by Vision Solutions (E-mail this company) September 2006 - (Free Research) Disaster recovery and business continuance are the top business drivers behind customers’ data protection strategies, according to this study by the analyst firm, Aberdeen Group. Download this report to learn how organizations are implementing strategies for better protecting their data and more quickly recovering it should the worst occur. (ANALYST REPORT) READ ABSTRACT | GO TO ANALYST REPORT

2005 Service and Support Metrics Survey by CRMindustry.com (E-mail this company) March 2005 - (Free Research) Support is undergoing a quiet revolution. During the recent technology downturn, it was service and support revenue that sustained many companies. This report presents top level benchmarks of the key metrics used in determining support success. (ANALYST REPORT) READ ABSTRACT | GO TO ANALYST REPORT

2005 Trends & Directions in Web-Based Support by CRMindustry.com (E-mail this company) June 2005 - (Free Research) While there's a wealth of rich, increasingly comprehensive technologies available enabling businesses to drive toward true service and support optimization, this paper discusses the decision to deploy and across what channels should depend on a strategy based on clearly defined goals. (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Benchmarks for Billing: How Complex Business Models Impact Quality, Accuracy and Efficiency by Softrax Corporation (E-mail this company) October 2007 - (Free Research) A recent survey questioned professionals at 267 corporations about their billing organization and their billing processes. The main industries represented include: High Technology, Business Services, Manufacturing, Financial Services and Telecom. (ANALYST REPORT) READ ABSTRACT | GO TO ANALYST REPORT

Supportindustry.com 2006 Service and Support Metrics Survey by CRMindustry.com (E-mail this company) March 2006 - (Free Research) In March 2006, SupportIndustry.com conducted a survey of high-level executives representing a range of industries. The data gathered provides valuable insight into a range of issues and challenges important to service and support executives. Read our fourth annual report covering trends in service and support. (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Comprehensive Business Intelligence Market Study: Summary Results from the BI Survey 7 by MicroStrategy June 2008 - (Free Research) The BI Survey 7, the leading independent survey of real-world BI implementations, provides unique, statistically significant insight into actual BI implementations and customer experiences with various BI products. (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

newScale Solutions Overview - newScale FrontOffice Suite™ by newScale (E-mail this company) The newScale FrontOffice Suite™ provides integrated solutions for an actionable and operational Service Catalog – to define an optimal portfolio of services, forecast service demand, manage IT budgets, control consumption, enable self-service, and streamline request fulfillment.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Quantifying the Return on Investment from Deploying Mobility Solutions in Midsize Businesses by Windows Mobile April 2008 - (Free Research) Download the white paper and get insight into the ROI, payback period, and benefits-like increased user productivity and customer satisfaction-these companies achieved through implementing Windows Mobile solutions. (WHITE PAPER) GO TO WHITE PAPER

Global Manufacturing: MES and Beyond Benchmark Report by Apriso® Corporation (E-mail this company) August 2006 - (Free Research) While the vast majority of global manufacturing companies rely on ERP and database management capabilities to accomplish enterprise tasks today, emerging technologies, such as next generation MES, manufacturing intelligence, and business analytics are playing an increasingly important role. Read this report for details. (ANALYST REPORT) READ ABSTRACT | GO TO ANALYST REPORT

The Support Impacts of Technical Complexity on Margins and Customer Satisfaction by Citrix Online-GotoAssist May 2008 - (Free Research) This Research Brief addresses 1 of the 6 key strategic issues: The Support Impacts of Technical Complexity on Margins and Customer Satisfaction. (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

The Value of Online Communities: A Survey of Technology Professionals by KACE April 2008 - (Free Research) This survey examines the value and impact of online communities including the level and patterns of use and time saved by using community-based information to address and resolve issues. (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Parature's Online Customer Service Software & Solutions by Parature Inc. Parature is the global leader in on-demand customer support and help desk software. Our web-based support suite enables organizations to fundamentally change the way they support their customers while significantly reducing costs.  (ASP) GO TO DETAILED REPORT

Syberworks Learning Management System Product Suite by SyberWorks, Inc. This complete product suite is designed to facilitate the development, dissemination, measurement, and management of corporate knowledge to improve productivity and performance.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

State of IT Outsourcing by CRMindustry.com (E-mail this company) October 2006 - (Free Research) Outsourcing some of the IT Portfolio remains a direction that a majority of companies will continue to invest in as part of their overall smartsourcing or strategic sourcing strategy. Read the results of Supportindustry.com's survey on the state of IT Outsourcing to learn more. (ARTICLE) READ ABSTRACT | GO TO ARTICLE

In Search of Clarity: Unraveling the Complexities of Executive Decision-making by Business Objects April 2008 - (Free Research) Decision-making is at the core of all business activity, as executives set strategy and manage operations by weighing a vast array of factors to arrive at the desired balance of risk and reward. (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Forrester Research: Improving Application Deployments - How an Application Delivery Architecture Can Help Businesses Overcome Deployment Challenges by F5 Networks (E-mail this company) November 2007 - (Free Research) Today’s businesses must operate in a drastically changing environment. Forrester has found that most companies are not well equipped to reorient IT as a critical driver of top line success. This report showcases the results of an April 2007 Forrester Consulting online survey of 300 IT decision-makers and influencers in North America. (ANALYST REPORT) READ ABSTRACT | GO TO ANALYST REPORT

Master data management trends with Mark Smith, CEO of Ventana Research by Kalido December 2007 - (Free Research) Ventana Research recently surveyed hundreds of companies to reveal the trends in enterprise master data management. In this podcast, we explore some of the results of that study with Mark Smith, chief executive officer and executive vice president of research with San Mateo, Calif.-based Ventana Research. (PODCAST) READ ABSTRACT | GO TO PODCAST

Astute Solutions and AberdeenGroup Benchmark Report: The Multi-Channel Call Center Agent - Reality or Myth? by Astute Solutions (E-mail this company) July 2007 - (Free Research) The traditional call center supports four separate channels; web self-service, email, chat and voice. Aberdeen research shows that companies evaluating methods to reduce costs recognized the efficiencies of utilizing a single agent across all of the traditional channels. (ANALYST REPORT) READ ABSTRACT | GO TO ANALYST REPORT

Aligning Business and Insurance Technology, 2007 P&C Technology Survey Results by Fiserv Insurance Solutions. April 2008 - (Free Research) In May 2007, Fiserv Insurance Solutions surveyed IT leaders at some of the leading property & casualty insurance carriers in the United States. From our second annual survey we see new trends developing and others that continue because of their… (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

ISYS:desktop by ISYS Search ISYS:desktop 8 is an enterprise-class desktop search tool designed to enable search, navigation and discovery across individual PCs, shared folders and large corporate networks.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Retail Website Performance - Consumer Reaction to a Poor Online Shopping Experience by Akamai Technologies (E-mail this company) November 2006 - (Free Research) The success of online retailers in establishing a consistent, loyal customer base is due to many factors. Jupiter Research’s survey results offer insight into the actions and opinions of consumers when they encounter difficulties online. Site loyalty, duration of visits, and online purchases can be affected by sites that are frustrating and slow. (ANALYST REPORT) READ ABSTRACT | GO TO ANALYST REPORT

Information Governance Survey by Computer Associates (CA) June 2008 - (Free Research) Where is your company in establishing a corporate policy around information and records management (Information Governance)? Take our quick survey and enter to win a Nintendo Wii! (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

How to Translate Good Service into Market-Share Advantage by Citrix Online-GotoAssist May 2008 - (Free Research) This research brief addresses 1 of the 6 key strategic issues: How to Translate Good Service into Market-Share Advantage. (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

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