Workflow

Buyer Beware: Risks of Purchasing Used Software

BY Kacey WeinbergTue May 11, 2010

According to used software dealers the savings can be as much as 50% compared to purchasing new licenses. But there are still risks involved in purchasing used software and continuing court cases in Europe on this subject oblige vigilance from multi-national organizations. READ»

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Tips for Choosing the Right SAM Tool Provider

BY Kacey WeinbergThu Mar 4, 2010

You want to choose a tool provider that will sustain a long term relationship with you. As the customer, you should be their muse for product enhancements. READ»

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Software Asset Management – How Do Catalog Based Tools Work?

BY Kacey WeinbergMon Feb 22, 2010

There is a fundamentally different approach to Software Asset Management and Software License Compliance compared to traditional solutions. Effective, robust, end to end solutions must follow an “Entitlement-centric” approach vs. the traditional “Asset-centric” approach.READ»

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Planning for virtualization? Beware of software license costs

BY Kacey WeinbergWed Feb 17, 2010

In the last couple months I’ve heard of a few large investment virtualization projects that were executed without even considering the license/contract management aspects of the software run on the servers. On the one side there were millions of dollars of savings from hardware consolidation, and other there were legal and financial risks in nearly the same amount, because the companies had to compensate for illegal software use/installation. Even transferring an application from a server with 2 CPUs to one with 4 CPUs can be a breach of the license. And for these reason it’s essential that companies review all software license and contracts of the affected hardware. Otherwise, they might be hit with unexpected costs.READ»

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The Customer Experience - a much larger context

BY Thomas GroundsTue May 6, 2008

In my last post I talked about how the customer experience usually starts far before they choose to contact customer support. In many cases the customer experience has already been tarnished before they begin looking for a ...READ»

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Customer Experience is more than Customer Care

BY Thomas GroundsFri May 2, 2008

In my previous post talking about 'Measure' I introduced you to a company called Clickfox (www.clickfox.com) The more I speak with them the more I realize how far the 'Customer Experience' can be taken. She shared with me how a ...READ»

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Measure

BY Thomas GroundsMon Feb 18, 2008

When implementing consistent products and services across multiple channels, it is important to think about how you will measure the success. Customer behavior is both an art and a science and requires the review of results. You ...READ»

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Consistency, consistency, consistency

BY Thomas GroundsMon Feb 18, 2008

When considering offering your products and services across multiple channels, it is very important to ensure that all of the channels allow for the same activities. Many companies who already have an IVR and Call Center will ...READ»

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How do I support all these methods of reaching my customer?

BY Thomas GroundsMon Feb 18, 2008

Many companies identify the channels that they are going to use and then add entire departments to handle the new channel. I have seen departments responsible for processing fax orders, another for managing e-mail orders and a ...READ»

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Maximizing your interaction with your customer

BY Thomas GroundsMon Feb 18, 2008

Companies are recognizing the importance of getting in front of their customers and that the amount of time that a customer will pay attention is limited. Companies are leveraging the different channels as an opportunity to speak ...READ»

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What Happened to Conversation?

BY Thomas GroundsMon Feb 18, 2008

Many errors that companies make when converting a traditional IVR to a voice application is that they keep the same tree structure. Many customers hate IVR’s because not everyone thinks in a methodical, structured way and do not ...READ»

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When did my customers change?

BY Thomas GroundsMon Feb 18, 2008

Are you listening to your customers (including their complaints)? Some companies despise their problem customers and wish they would go away. Companies changing the game of customer service are listening to their customers and ...READ»

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Do I really know my customers?

BY Thomas GroundsMon Feb 18, 2008

If you cannot answer this question, chances are you are losing them and do not know it. To know more about your customer you have to spend time analyzing your customer information. Items such as demographics, behavioral trends ...READ»

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Reaching your Customers their way

BY Thomas GroundsMon Feb 18, 2008

Just about everything offered in the marketplace today has become a commodity. There are more and more suppliers offering similar, if not the same products. As a business, it has become more difficult to differentiate yourself ...READ»