The roles that business and IT play in BPM are significantly different and understanding those roles is critical to the success of a BPM Solution. This Pocket E-Guide will identify the role each side plays, why the combined roles are important and the effect that implementing a Center of Excellence (COE) plays in the process. 

This paper reviews the forces that affect the professional services market today, defines and explains the main pillars of service delivery innovation, and reviews the benefits firms derive from service delivery innovation. 

To meet business demands for higher levels of performance and availability – all while adding services and reducing costs – IT has to modernize. A strong service assurance capability enabled by available Business Service Management (BSM) solutions can help you modernize IT and deliver compelling business benefits. 

This paper will give you an overview of how one company's business soared after applying AP processing to their company improved business. 

This knowledge paper examines and explores the rapid rise of the mobile consumer, and provides strategies for integrating mobile customer service into the multi-channel service strategy. The paper details how your mobile customer service solution must be channel-specific to mobile, and deliver upon the need for efficiency, accuracy and simplicity. 

Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset. 

Common problems with interdepartmental handling of customer issues include a mismatch of priorities, no shared understanding of customer impact, and overall communication problems between teams. The solution is to create enterprise-wide workflow and visibility.. 

Watch this webcast to learn the concrete ways Microsoft Dynamics CRM can help you attain a 360-degree view of your customers. 

The service desk is the last place you should try to cut back. For external-facing organizations, quality support keeps customer loyalty and repeat business high and ensures that partners and suppliers can do business with you cost effectively. Read this whitepaper to discover the path to proper service desk consolidation and its many benefits. 

This white paper describes the concept of “CRM without compromise,” elucidating how organizations can maximize their results by taking a more structured, holistic approach to CRM across the enterprise to gain a competitive advantage and profitable growth. 

Supply chain operations play a vital role in the success of any consumer or high-tech original equipment manufacturer (OEM). This SAP Executive Insight examines how the adoption of industry best practices can add value to your organization. 

Read how the software and tools SAP provides can help retailers succeed today by understanding their customers, anticipating their needs, and inspiring their loyalty as long-term customers by meeting those needs as they arise.