Enterprise Mobility Management 2012

Posted on May 23, 2012 by Bella Solutions

Source: Aberdeen | Enterprise Mobility Management 2012  | Andrew Borg | April, 2012

Whether a company is trying to move its performance in EMM from Laggard to Industry Average, or Industry Average to Best-in-Class, the following actions will help spur the necessary performance improvements:

Laggard Steps to Success

  • Start with MDM. It wasn’t long ago that many organizations were satisfied simply with the control and management of the physical devices alone. As presented in this report, MDM is often the first small, though important, step in the comprehensive management of the full EMM lifecycle. If your organization can’t recover the contents, or lock or wipe the data from a lost, stolen, or compromised device, then it better be entirely certain that there’s no confidential or protected data on it first.
  • Track them before you lose them. Lost or stolen mobile devices that cannot be recovered are your organization’s single largest mobile security and compliance vulnerability. You can’t manage what you can’t track, and over two-thirds of Laggard organizations can’t track the number of lost or stolen devices that they have successfully decommissioned. Use the MDM solution described above to take control of all rogue devices.
  • Develop custom mobile apps. Custom mobile applications can provide competitive differentiation, whether they’re for Business-to-Business (B2B), Business-to-Consumer (B2C), or Business-to-Employee (B2E) purposes. Options include in-house development (only 23% of Laggards do this), or outsourcing to application experts.

Industry Average Steps to Success

  • Mobile Application Management (MAM). With over 29 billion mobile apps downloaded in the past three years, organizations cannot afford a laissez-faire attitude when it comes to their mobile software application (app) ecosystem. A MAM solution enables the organization to deploy, monitor, and enforce policy for both corporate-developed and publicly available apps. Robust MAM incorporates a corporate ‘app store,’ app blacklist and white-list (see sidebar on the next page), Over-the-Air (OTA) app upgrades, and real-time status, reporting, and policy enforcement.
  • Let users help themselves. Let the user-centric culture of ‘IT-ization’ work for your organization. Lowering end-user support costs is the single biggest lever on driving down the Operational Expense (OpEx) budget for IT. User self-service web portals can be very effective in automating basic procurement and support functions, yet only 27% of the Industry Average have them in place.
  • Open for business (apps). As part of IT’s consolidation and control of mobile assets, consider opening an enterprise mobile application store (enterprise ‘app store’) for users to download mobile software which is compliant with company policy and sanctioned by IT. Just 28% of Best-in-Class organizations currently have implemented a mobile app store; yet this is a capability already provided by several of the industry’s leading EMM solution providers. It works hand-in-hand with software policy enforcement, by providing an easy-to-find and easy-to-use method for mobile users to comply.

Best-in-Class Steps to Success

  • Invest in mobile DLP. The unintended loss of data residing on mobile devices and removable storage presents the greatest single threat to the intellectual property and sensitive or private information owned or accessed by the organization. Lost or stolen confidential data can expose the organization to liability of up to almost half a million US dollars per compliance lapse. Encrypt and secure all data and file attachments delivered to or accessed by mobile devices.
  • Optimize app performance. Application performance ultimately defines the end-user experience, and as such should be tested and optimized to ensure the best possible outcome. Well-designed apps use network, CPU, and memory resources efficiently. How do your apps perform, and how can their performance be improved? Almost two-thirds (66%) of Best-in-Class organizations cannot objectively determine the answer to this question.
  • Tablets have an insecurity complex. In their apparent rush to deliver on the productivity promise of tablets, as well as the demands of end-users, 62% of the Best-in-Class have deployed them without the most basic security measures in place, such as lock and wipe of lost or stolen tablets. Apply to tablets the same rigor and IT service management principles that are used to support netbooks and smartphones.

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Evaluating Company Performance Through Customer Service Metrics

Posted on May 23, 2012 by Bella Solutions

In the current global business scene, it is very important be highly competitive. Firms’ skill to beat and rise up from competitors is considered essential as a result of revenues rely on it. In fact, it’s apparent that competitive corporations are more in a position to generate good revenue and earnings as a result of customers and clients are reliant and trusting on them.

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Competitiveness and good relationship with clients could be ensured by setting and putting in good shopper service practices. Good consumer service ranges would help your business achieve the competitiveness it needs. That’s as a result of putting into consideration the most important perceptions of customers would make your company attempt harder to develop good merchandise and improve already current products and services. To take action, you will need to adhere to good and dealing customer service metrics.

If your corporation has a client service operations, you will need to guarantee a really useful customer support metrics is in place. Often, working customer support metrics include the following as most important factors.

– Volume of buyer inquiries handled per hour. It is a measure of productivity. In fact, the higher the number of clients attended to in an hour, the better. However there’s one widespread and logical setback. For those who would force your customer service representatives to take numerous and steady calls, for sure, the quality of name service would suffer. You can hire efficient virtual assistant at Myoutdesk.com.

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– Quantity of buyer complaints. This isn’t actually a direct consumer service metrics however extra of a performance indicator of the enterprise and production operations. The extra complaints your organization obtain, the more it is evident that your organization has failed to be environment friendly in rendering and producing high quality goods and services.

– Quantity of resolved customer complaints. In case you would run a day by day tally concerning the volume of resolved complaints from customers, you’ll be able to distinguish the effectiveness of the customer support unit. In return, customer satisfaction could be boosted. Customer support metrics should always include this measure.

– Return customers volume. If prospects carry on returning or shopping for your products, that means they’re happy with the quality of providers and products. Within the consumer service stage, if shoppers keep on coming back despite their complaints, meaning they realize that your enterprise continues to be satisfactory.

Such customer service metrics will be thought-about more inclined on the quantitative side. In fact, by wanting and tallying volumes of satisfied and dissatisfied clients, there are numbers involved. Quantitative metrics just like the one described above are easier to handle and interpret.

Nonetheless, you may as well adopt and combine inside your quantitative metrics a great and working qualitative shopper service metrics. A qualitative customer service metrics would take word and reflect said opinions and general perceptions held by customers. More often than not, it’s way more fascinating to have a look at qualitative customer service metrics as a result of they point more to high quality issues. Interpretation could be simpler and extra convenient. If you would be capable to have a look at qualitative measures and on the same time at quantitative metrics, the better. Consumer service metrics are a great way to guage the efficiency of help desk or name-heart unit of any company.

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Speed of business propels SaaS expansion

Posted on May 17, 2012 by Bella Solutions

Source: ZDNet.com | By Phil Wainewright | May 17, 2012

Summary: SaaS adoption is rife among fast-growing companies that want to adapt to change and stay up-to-date. That leaves conventional on-premise vendors competing for the laggards.

There’s a received wisdom that SaaS adoption is taking place among a subset of companies that face substantial change. SaaS makes sense if you need to move fast, grow quickly, adapt to rapidly changing markets or, in some cases, foreshorten the disruption of consolidation or downsizing.

In the ERP space, the latest expression of this trend is seen in the adoption of SaaS in subsidiaries of large companies that want to quickly accelerate their business in emerging markets or get better real-time information from regional operations running outdated legacy systems. Both SAP Business ByDesign and NetSuite OneWorld are targetting this opportunity. I’m at NetSuite’s annual conference this week (disclosure: travel and accommodation funded by NetSuite), where the company has been celebrating its penetration of Fortune 100 accounts with this strategy, including global brands such as Johnson & Johnson, Proctor & Gamble, MetLife and others.

The corollary of this line of thinking is that the rest of the market will remain with the conventional software vendors — SAP, Oracle, Infor, even Microsoft who, bless their hearts, believe Dynamics AX is going to pick up business from their on-premise rivals. So here’s the rub. Exactly how many organizations are there today who don’t face substantial change? Exactly how large is the market for new software among companies that are happy to move and grow slowly, whose markets aren’t changing so much or who have plenty of time to consolidate and downsize? How many multinational subsidiaries are going to be upgrading their ERP because they’re in slow-growing markets and don’t mind waiting another year before they bring real-time information streams online?

The fact is, the nature of business today is such that no one has time any more to wait and plan for a conventional multi-month or multi-year on-premise implementation. The market for the old way of doing things is dying and SaaS is capturing more and more of all the businesses that will thrive in the future.

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Electric Contractors Grow With Good Customer Service

Posted on May 17, 2012 by Bella Solutions

As a laborer or contractor, services need to be obtainable to a buyer and shoppers at times outside the conventional business hours of 8 am to 6 pm Monday through Friday. Prospects anticipate service at their comfort not what is convenient to the company. Being accessible by phone to the public when most different contractors usually are not is a great and useful method to impress a possible shopper and promote loyalty with your current clients.

If you are using an answering machine, voice mail or even a cellular phone for business calls, think about asking this; what number of instances have you returned a call that was left on a voice mail or after missing the call on a mobile phone, solely to study the prospect has already chosen another company that answered their name instantly? How a lot time is wasted enjoying the sport of “telephone tag” with clients or sub-contractors or higher but listening to caller’s go away their life story on a message solely to get to the top to get their cellphone quantity?

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Surveys have proven that over half of prospective purchasers in want of service who name an electrician for the first time usually tend to cling up and call another company. This is especially true when callers are related to an answering machine or voice mail messaging service. The same caller will dangle up if they should surf by a sequence of voice prompts. Once more, think about this, who leaves messages on voice mails or answering machines? The trust nobody does and that is as a result of we reside in a time where we demand quick customer service.

One of the first business guidelines discovered at present is; If doable all the time have your business line answered by a reside person. By no means forward what you are promoting telephone line to an answering machine or voice messaging service after business hours. If you happen to present after hours service, have your corporation line forwarded to knowledgeable dwell answering service. Have the service screen the call to determine for those who’re on-Call staff must be contacted or if the shopper can look forward to the workplace to open. Answering the telephone with an expert stay answering service as an alternative of an answering machine is crucial to what you are prompting’s fiscal properly being. Most contractors know what their average service name is price, so if one request for service in every week is lost, the corporate could lose tens of hundreds of dollars in misplaced revenue each year.

A primary impression is a lasting impression. When a customer calls, the primary impression of the company is shaped inside the first 20 seconds of the time the cellphone rings. Not having a stay person reply the telephone can have detrimental results on a businesses backside line.

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Remember, one missed name potentially means one sad caller which might imply a lost job alternative or even worse. That’s the reason everybody should make every effort to make sure that their prospects’ calls grow to be the primary priority.

When selecting an answering services look for one that demonstrates the difference between satisfactory and fabulous.

Search for an answering service that is committed to developing and maintaining the most advanced technological infrastructure coupled with rigorous training. The coaching program must be steady and an integral a part of the corporate’s mandate. The technology utilized ought to be sure that one call is handled separately and a caller is rarely placed on hold after a receptionist has answered the call.

Identical to within the contracting business, you get what you pay for when partnering with an answering service, as most people know quality isn’t delivered on the cheap.

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Tips On Setting Up A Customer Service Call Center For Your Small Business

Posted on May 16, 2012 by Bella Solutions

When you call a business and attain a courteous, polished customer service consultant, you usually feel like you’re speaking with a larger company. Despite this affiliation with bigger, more established corporations, the reality is that any business can present this degree of service. With a few easy steps, deploying a customer service call heart is nicely throughout the reach of even the smallest of businesses.

On this guide, I’ll present small enterprise owners how straightforward it’s to arrange their very own customer service name center and profit from the professional level of service typically reserved for more established organizations. By employing an outside firm to handle a few of your calls, you possibly can ease your personal customer service duties, run what you are promoting better, make your clients happier, and save some huge cash within the process.

First issues first: You are not operating a name center, you are hiring one

This assertion is true for big organizations and begin-ups alike. Until you may have the sources and abilities essential to run your personal contact center, it’s best to seek out an established firm to provide service on your behalf. There are numerous companies offering answering companies for small businesses, corporations that exist solely to provide phone customer support for different organizations.

There are plenty of explanation why outsourcing the contact heart side of customer support makes sense:

1. The necessary equipment is expensive. It could be easy to have one individual arrange in your workplace to take calls, but once it is advisable to embody name routing, scripting, integrated software program, and call distribution, it shortly becomes extra sophisticated. Established outsourcing corporations have this all taken care of.

2. Hiring workers is dear and time consuming. In case you hired an assistant to take your customer service calls, there’s a good likelihood you’ll pay her or him more in one day than it might value you to make use of a call center for a month. Plus it’s a must to cope with scheduling, advantages, taxes, and all the other nuances of bringing on an employee.

3. Managing a contact heart takes expertise you do not have. Handling call volume, staffing, high quality assurance, software program customization, etc. – these are issues call facilities cope with every day. When you tried do take all of this on you would shortly be over your head.

4. You’re greatest at operating your business. As the above points indicate, it takes so much to run a call center. You’re doing what you do because you’re good at it, so taking time away out of your core duties has a direct impression on your corporation performance. Handing this work off to another firm lets you stay focused.

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So discover a firm that has experience working with small companies, ideally experience with companies in your area of interest, and enlist them to function your customer support call center.

Subsequent: Customize the service and ensure it meets your prospects’ needs

Right here is the place lots of businesses mess up. Not taking the time to make sure your new call middle actually works for your enterprise is a recipe for disaster. Should you ship your callers to a call middle that’s unprepared, you are going to be the next instance of customer service outsourcing gone wrong. You may’t treat the seller as a separate firm who is solely accountable for assembly your clients’ needs. That isn’t their job. Their job is to perform your customer service processes in a more cost effective and professional manner.

The key word in that final heart is your; they’re performing your customer service processes. So earlier than you should utilize them successfully that you must know what you customer service processes are and ensure they deal with the issues confronted by your customers. If you run a small pc repair enterprise and callers are continuously checking the status of their repair, then it’s best to have a system in place for preserving observe of job statuses. With that system in place, you’ll be able to simply make it accessible via the web so that your customer service call middle can entry it. Just like that, they’re performing a simple activity that you would normally be doing in your office.

Another instance is appointment scheduling. When you’ve got clients calling you to schedule appointments, do not rent a name center just to take a message; use a cloud calendar system and provides your name center access, permitting them to schedule appointments for you based mostly in your availability.

The above examples may be summarized as follows:

* Set up programs forward of time that address the varieties of calls and inquiries you obtain
* Work with your call heart to integrate the systems into their operation

There is definitely tweaking that needs achieved as a way to get issues right, but repeating the above steps for the completely different situations that arise will guarantee your call center remains consistent with the remainder of your business.

Lastly: Take time to listen and refine

Whereas it’s best to set up your name middle and let it go, it might be irresponsible to not test in and ensure issues are working as planned. You owe it to yourself, to your prospects, and to your name center to do your half in making certain the success of your customer support operation. By listening to calls, getting suggestions from customers, and dealing along with your vendor to make improvements the place vital, you can regularly enhance the effectiveness of your call center.

And there you have got it, you’re on your method to offering skilled customer support like the large boys. Hopefully you discover this information useful in your efforts to improve your small business and better serve your customers. Through the use of a small enterprise answering service or contact heart to work as an extension of your business and partnering with them to meet your targets, you may find their services extremely worthwhile.

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Are You In Search For The Best Pest Control Services Perth? Take A Look At These Ideas!

Posted on May 15, 2012 by Bella Solutions

A lot of establishments are being attacked by pests each single day and properties in Perth aren’t an exemption, therefore, should you are one of these homeowners, then you should seek for pest control services Perth. You will find various property remedies which you can use in case of pest infestation, nonetheless, in the event you cannot manage the volume and degree of damage they’re causing, and after that you have to seek for specialist help instantly. Now, the problem of deciding on probably the most trustworthy one arises. Thankfully, in the event you just know where and what to seek out, your job is going to be comparatively simple and fast.

 

The very first factor you’ll want to do is usually to collect all of the make contact with information of the pest manage service providers in Perth. Call every of these firms and inquire on the vital details you’ll want to know about their services. It’ll be beneficial should you will take note of the particulars each business representative will give you. After asking all your queries, you’ll want to give them a detailed explanation regarding the pest concern. Bear in mind, you should be particular in order that the business will know the quickest and finest remedy for the problem. Immediately after which, ask them about their formulated plan relating to the attack.

 

The following point you should do is to ask them to get a cost quote. Several firms will present a contract for the process in case there is a want for many visits. Nonetheless, you will find other people who will provide you a one-time check out. Right after ensuring the price tag quote, it’s going to be of fantastic support in the event you will ask them regarding the Integrated Pest Management. This technique allows you to participate on the pest manage remedy. This may make the process of treating the pests rapid and effective despite the fact that it may possibly provide you with work.

 

Establish the chemical compounds utilized by the business. You’ve to understand that there are chemicals that may result in critical harm to the people as well as the atmosphere. You must most likely turn down organizations that may offer you wellness difficulties though they can properly remove pests from your property.

 

You also should analysis on the reviews given by the prior customers. This may assist you to establish the good quality of function supplied by the company. Also, this may ensure which you will be worry-free immediately after the complete extermination service.

 

By thinking about the above-mentioned pointers, your house or any property is going to be pest-free in no time. Keep in mind you’ve got to do a wise and thorough examination about the businesses if you wish to obtain the best among the pest manage services Perth.

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Contingent Workforce Management – The Next Generation

Posted on May 11, 2012 by Bella Solutions

Source: Aberdeen Group | May 2012 | Christopher J. Dwyer – Contingent Workforce Management The Next-Generation Guidebook to Managing the Modern Contingent Workforce Umbrella

The modern contingent workforce management program uses capabilities, strategies and solutions to drive value from temporary labor, SOW-based projects and services, and independent contractors and the entire contingent workforce umbrella. The following recommendations can help organizations on the lower spectrum of the Maturity Class Framework reach a Best-in-Class level of expense management efficiency.

Laggard Steps to Success

  • Ensure all contingent workers are properly on- and off boarded. This human capital management strategy is critical to managing a temporary workforce; modern contract workers have access to corporate equipment, software and financial information. Laggard organizations must on- and off board all contingent workers to protect sensitive intelligence. Industry Average companies are 30% more likely to have this capability.
  • Develop processes for distinguishing between contract workers and SOW-based projects / services during the requisition phase. Industry Average companies are 15% more likely than Laggards to have this capability. By making this distinction during the requisition phase (via an automated system like a VMS solution, or manually), management processes can be put in place to ensure delivery items are tracked, and to help executives understand the ramifications of contingent labor for overall corporate planning.
  • Improve visibility into all facets of the modern contingent workforce umbrella. The contemporary contingent workforce management program relies visibility into more than costs and spending; it is now critical for organizations to have visibility into staffing suppliers, SOW-based work, and project status—a comprehensive view of how contingent labor affects the entire organization.

Industry Average Steps to Success

  • Reap the process, efficiency and performance benefits of outsourcing to an MSP or VMS solution. Best-in-Class enterprises are 54% and 55% more likely to use MSP and VMS solutions. As detailed in Chapter Two, these offerings actively help Best-in-Class organizations drive visibility into all facets of contingent workforce management, enhancing analytics and reporting, and providing an automated portal for managing day-to-day operations.
  • Develop real-time visibility into specific attributes of SOW-based projects and services. While many organizations have “mastered” the art of managing classic temporary labor (talent sourced via staffing suppliers / vendors), SOW management remains ripe for growth. Best-in-Class organizations are 61% more likely than Industry Average companies to hold real-time reviews of milestones, hourly rates, and contract terms against SOW agreements, which improve visibility into this aspect of contingent labor, and can help keep projects on-time and on-budget.

Best-in-Class Steps to Success

  • Bring the notion of the “social enterprise” in the contingent workforce space. Organizations around the globe use mobile applications to enhance their business processes. Only a quarter (25%) of Best-in-Class companies currently leverage mobile applications and portals to manage contingent workforce operations (i.e. approving / editing requisitions and viewing spend or utilization data in real-time). Increased reliance on these applications can help busy, traveling executives manage the contingent workforce.
  • Develop formal plans for expanding the contingent workforce management program into other global regions. Organizations typically struggle with expanding mature contingent workforce programs into new global regions as their business reach develops. Less than 30% of Best-in-Class companies have formalized plans for global expansion; by moving these plans to the top of the priority list, organizations will ensure the same efficiencies gained closer to home will be leveraged for true global success.

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Important You Know These Business Tools

Posted on May 4, 2012 by Bella Solutions

Starting business wants an entrepreneur to become familiar with many devices that formerly had been unknown. The most significant of those tools are the financial tools an entrepreneur must know in order to run their company. Naturally professional counselors, for example, attorneys and accountants should join the ‘team’ however, that does not always mean the entrepreneur abdicates answer-ability for understanding money tools of business. The financial tools in the entrepreneur’s box of tools are: The Balance Sheet; Income Statement and Statement of Cash Flows. A quick high level view of each is provided it is highly recommended the entrepreneur commit resources into knowing the best way to read and interpret each money tool.

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The Balance Sheet

The Balance Sheet gives an all-embracing image of a company’s money activity at a stated date. It tries to respond to the question, “What is the monetary standing of a company?” There are two sections of the balance sheet, one lists the company’s assets, and the other lists the company’s liabilities and the owner’s equity. The sum of the liabilities and equity must equal the assets. Thus the term “Balance Sheet”.

The Income Statement

This express tool attempts to reply to the query, “How worthwhile is the company?” The Income Statement is often referred to as the Profit and Loss Statement and reflect a company’s results of operation performance over some time. This monetary tool indicates the Net Revenue over time and Net Cash is figured by subtracting costs from earnings,

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Statement of Cash Flows

The Statement of Cash Flows does precisely what it asserts. It exhibits the movement of cash thru the company. This particular tool tries to answer the query, “Is the company producing enough funds to finance operations and acquire required buildings and equipment?” The Statement of Cash Flow compliments the Income Statement because it provides info on the finance elasticity of a firm. This statement tells on the net cash flows obtained from operating, investing and financing activities over a period.

So keep in mind that finance statements try to measure the success of company by illustrating data on a company’s:

  • Monetary Position – The Balance Sheet
  • Profitability – The Income Statement
  • Cash-generating capacity – The Statement of Cash Flows

Each are obligatory for an entrepreneur to understand precisely how financially strong his or her business is but does not tell you everything. As you begin to understand the numbers for your business you must understand how your numbers compare with others in your sector. Future articles will describe the ten most vital proportions you must know so stay tuned.

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Deciding to become an entrepreneur is a complex one. The explanations for making that decision are as many as the amount of entrepreneurs. One certainty is the requirement of any entrepreneur entrepreneur whether, new or veteran, is to have a go to person and a go to a site where they can find information crucial to the start and expansion of their business. Zebraheard is one of those sites to find data ranging from successful entrepreneurs deliberating how to conquer challenges which every entrepreneurs face daily.

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The Advantages Of Cloud Computing

Posted on May 2, 2012 by Bella Solutions

Cloud Computing has been a buzz word running through the IT industry for some considerable time but is still not entirely understood. In its most elementary form, cloud computing refers to the use of programs such as word processors, accounting programs and spreadsheets that exist only in the virtual world of the web rather than on the hard drive of the user’s computer.

The majority are using some type of cloud computing without even realizing it. Internet-based e-mail applications like Gmail and Hotmail can be accessed from any computer anywhere in the world – the essence of what cloud computing is all about.

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The key driver behind the move to the cloud is cost. An in-house computer system for a medium-sized company almost inevitably needs full time IT support staff. The hardware itself is expensive, power hungry and will usually need a dedicated room with further cooling facilities to ensure the servers remain at their perfect temperature. If that same company switched to the cloud, all those costs would immediately be thrown out.

Instead of buying boxed software and loading it onto individual computers or a network, cloud computing allows a company to purchase licenses for software accessed directly thru a web browser. As the cloud grows, so does the quantity of software available, and today cloud computing can run nearly every part of a business.

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Subscription services have a tendency to be substantially cheaper than buying individual software licenses and also eliminate the necessity to purchase upgrades in the future. Because the software exits only online, any updates by the maker are applied automatically so that you can always ensure that you are utilizing the very latest version.

The use of cloud computing can also significantly lengthen the life of existing hardware. This is because a PC utilizing software which exits in the cloud rather than on its own hard drive needs a lot less processing power. This could seriously extend the amount of time before hardware upgrades are needed, saving noticeably on capital expenditures.

Roger Seely is an author that writes on computing topics. KaseCloud provides IT services – Charlotte, NC and focuses on helping corporations move their business computing to the cloud. The KaseCloud website has further information on the advantages of cloud computing for companies.

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CRM in the High Technology Industry

Posted on May 1, 2012 by Bella Solutions

Source: Aberdeen | CRM in the High Technology Industry: How Best-in-Class Companies Maximize Their Technology Investment to Grow ROMI and Channel Sales Success | November, 2011

Survey respondents were asked which functional areas within their enterprise, if any, would benefit from ongoing improvements in the functionality of their CRM deployment. Two out of five indicated (Figure 11) that the management of sales operations would indeed benefit from an approach of continuous improvement, far more than any of the other departments with a stake in CRM effectiveness. This result is in line with consistent Aberdeen Sales Effectiveness research showcasing CRM adoption as higher among top-performing firms, though never approaching the full 100% perhaps envisioned by eager sales operations personnel. Driving toward continuously higher adoption, improved functional capabilities, and best practices in customer data and channel management bodes well for all organizations seeking to improve their results.

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Nevertheless, as we have seen in all the data presented in this Research Brief, the sales team represents the “tip of the sword” that includes marketing, partner management, service and contact center personnel among those who continue to benefit from best practices in customer data management and CRM deployments within the high tech industry. Wise high-tech organizations will benefit from what their top-performing peers within this research have taught them about successfully deploying their CRM:

  • Focus energy on account planning and opportunity management, by relying on the CRM – and the above-mentioned supporting processes – as the primary location in which master customer data is stored and accurately maintained.
  • While traditional customer-facing teams in sales, marketing and service rely heavily on the CRM, extend the olive branch of access to the contact center, product development, HR and of course the executive team. These and other internal stakeholders will find value in understanding the enterprise-wide view of the customer.
  • Activity-based marketing success metrics are a thing of the past. With both marketing and sales teams unified in accessing prospect/customer data through the CRM, the overwhelming evidence points toward relying on this common system to judge marketing effectiveness around how much of the formal sales pipeline they generate.
  • Keep the channel engaged in promoting your solution first, by ensuring they have CRM-based access to products, pricing, promotions, compensation and real-time information on all relevant trigger events that impact their ability to drive revenue.
  • Cloud-based CRM is rapidly growing in popularity, whether in its pure form or in a hybrid model supporting legacy on-premise deployment. Retaining the latter modality as the only way to support high-tech CRM effectiveness is rapidly disappearing from the sales enablement landscape.

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