Research: June 2012
Losing Applications in the Cloud: The Growing Necessity for Capacity Management
June 28, 2012While virtualization offers many benefits, it also makes it tougher for IT to manage application performance. Experts say capacity management, a discipline from the mainframe days, can help.
SMBs Have Big Expectations for Big Data
June 26, 2012While just 25 percent of SMB executives agreed on a definition for Big Data, that doesn’t mean they don’t have high expectations for how it can impact their businesses. Seventy percent of respondents to a SAP-commissioned survey said they would expect a return on Big Data investments within one year.
Making Connection Between Agile Business Intelligence, Agile Marketing
June 26, 2012It is pretty difficult to have agile marketing without agile business intelligence, says Wayne Kernochan of Infostructure Associates. Here, he discusses how agile business intelligence can help drive an agile marketing process.
BPM Booms in Bad Economy
June 19, 2012A Capgemini study found 96 percent of companies that tried to measure ROI from BPM investments reported a positive return, with 55 percent obtaining a return of at least twice their initial investment. So why don't more companies capture ROI metrics for their BPM spending?
Channel Overload Poses Customer Service Challenge
June 15, 2012Two recent surveys showcase the challenge of providing a consistent customer service experience across multiple communications channels, including company websites, call centers and social networks.
IDC: CRM Market Grows as Apps Get Social
June 14, 2012What's not to 'Like'? Providers of CRM apps look to social CRM to help maintain healthy growth.
Social Features Can Revive Intranets
June 12, 2012Many intranets fail with users because they contain outdated information, poor collaboration features and badly organized data. Experts say social tools such as tagging and user polls can boost intranet usefulness and create user interest.
Six Tools Put New Twist on Business Intelligence
June 7, 2012At Gartner's recent BI Summit, six business intelligence tools caught the eye of our roving reporter. All provide interesting new twists on traditional business intelligence approaches, often by providing real-time or predictive capabilities.
Contactually Provides Powerful, Unobtrusive CRM
June 5, 2012Our reviewer finds Contactually is a powerful, unobtrusive service that is specifically designed to focus on relationships in the CRM.
Making the IT Service Desk a More Social Place
June 1, 2012Established IT service management (ITSM) vendors like ServiceNow and startups like IT SmartDesk are adding social features like chat and activity streams to their software. Experts say such tools can improve the image of IT organizations by making them more responsive to user needs.
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