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In lots of examples like PCs, databases, and even CRM, a concept is so new (a discontinuous innovation) that there is nothing like it, which means there is no true analog to replace. The idea of replacement is fundamental because the innovation can’t take over another niche. Effective use of the innovation means building an infrastructure for it. For example, PCs might have physically replaced typewriters and dumb terminals on the desktop, but their effective use meant wiring buildings for LANs and conceiving new business processes.

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Russell joins Objective after seven years with Cognos, a provider of business intelligence and corporate performance management software applications, latterly as support operations manager.

Within the past few years, a wide range of cities, have discovered the benefits of a 3-1-1 system. As the knowledge of the value provided by non-emergency 3-1-1 systems spreads, more and more cities and counties are opting to implement 3-1-1 systems for their own citizens. Despite this surge in popularity, there is still confusion about what a 3-1-1 system is and how it can increase the effectiveness of local government and improve the overall quality of a community. This paper will provide you with a look at the components of a 3-1-1 system to help you to better understand the benefits of implementing a 3-1-1 system in your community.

Governments began outlining their visions for online service delivery from some five years ago, and, since that time, have had varying degrees of success in turning those visions into reality. The benefits are clear - faster, cheaper, more personalized and efficient service delivery that citizens and businesses can access 24×7. Realizing those benefits has, however, proven somewhat elusive. In moving government online, the challenges are complex - legal, administrative, regulatory, social and political forces combine to create a delicate mix of stakeholders that must be managed in the transition to online government.

Customer-centric, 24 x 7 service, shaped by the private sector, has lead citizens to expect the same from their interactions with government. And as government looks to become better at service delivery, at the same time it is dealing with pressure to do more with less. CRM has the potential to alleviate some of the most pressing service challenges governments now face, by streamlining government processes, by improving inter-agency data sharing and providing self service options to the public, among other ways. And yet, with these benefits there are obstacles, many of which have not yet been quantified.

As state and local governments strive to deliver more services while reducing costs, the need to integrate, analyze and report critical business information is more important than ever. Many state and local governments have already made significant investments in 311 call centers, revenue systems and other operational systems. Departments and agencies must enhance communication and the sharing of information within and across organizations. SAS provides a life cycle approach to address the evolving need of organizations to not only manage data but also to analyze, report and share information and results. As part of this life cycle approach, SAS enables organizations to implement successful customer relationship management strategies.

Government is at a crossroad. Budget and security issues are forcing a reassessment of priorities. Citizens expect greater levels of service. Early “e-government” initiatives have stalled. Dramatic returns on technology investments have not been seen. Governments must evolve into citizen-centered operations, integrating government processes designed around citizens, developing proactive services, addressing problems without citizen involvement, and basing services on citizen “lifecycles”.

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EMC acquisition boost to customer supportby Wednesday 31 August 2005 EMC is to acquire network virtualisation company Rainfinity.

Salesforce.com dashboards are more than just eye candy. Customers are using them to drive change and help improve business performance. Dashboards inspire us by presenting and combining information into a simple format that shows productivity and documents effectiveness, all at…

(in millions of S$ unless stated) Note - Accord Customer Care Solutions Limited provides integrated after market services to manfacturers and distr

The hosted model differs from traditional licensed software in that applications are served over the web rather than installed on-site.

If you don’t make it easy for your customers to offer ideas about how your company can improve its services, they may just give those ideas to your competitors.The column you are about to read is true.

Much more often, CRM failure has to do with the old saying, much beloved of coaches, that goes, Fail to plan, plan to fail. This is the point emphasized by Mike Murphy, executive director of Siebel Global Services.

Sales of hosted customer relationship management (CRM) applications more than doubled last year, according to a report by AMR Research, suggesting that the hosted model has reached “prime time” as a delivery method for CRM applications. The hosted model differs from traditional licensed software in that applications are served over the Web rather than installed on-site. In addition to impressive hosted growth, the overall CRM market saw double-digit growth for the first time in five years, the research found.

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