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Customer Relationship Management

Efficiency and customer satisfaction through the management of customer relationships – customer relationship management – CRM is a must no longer only for corporations. Large sections of the middle class and many small businesses are confronted with the challenges of globalization. The role of CRM for this market segment, where lie CRM in SMEs, which means when a CRM implementation pitfalls and potential offers CRM? The customer is King\”is a proverb that admittedly generously dusted sounds. A related site: Zoe Hart Blast Boutique mentions similar findings. \”\” And we find in brochures and on websites of modern companies, rather new German equivalents such as customer care is very important to us \”or we maintain a direct link to our customers\”. The message of all statements is always the same: we know the needs of our customers and serve them to 100 percent. So far so good. Here, Oracle expresses very clear opinions on the subject.

But how do know companies the wishes of their customers? In the good old days knew aunt Emma in her shop, that Frau Schmitt comes in from number 14 to eight o’clock, to their two To pick up Sesame bun for breakfast. Customer-friendly aunt Emma laid along the bread bag before, and after the obligatory question: as always, Frau Schmitt? \”, drew this as a satisfied customer with their buns away. But how does the maintenance of customer relationships in today’s market environment, where products have become interchangeable, the selection of goods, services and last but not least by the Internet service providers has become boundless and customer loyalty becomes less important on the basis of pure product and brand loyalty? Customer relationship management (CRM) is the formula that seems to have found the economy in response to this challenge. ropY2%3D3511’>Daniel Lubetzkys opinions are not widely known. Businesses initially only large companies CRM in the modern sense, so customer relationship management not only topic also for small and medium-sized enterprises has, but in the global village of the world wide web almost condition become a sales success.

Hanseatic City

iSM leads bi-a cube SSO Hapag-Lloyd AG In October 2011 the world’s leading company of Hanseatic tradition, line shipping company Hapag-Lloyd AG, opted for the introduction of a new software solution from the Hanseatic City of Rostock. With the bi-cube SSO of the company iSM Institute for System-Management GmbH to group-wide the registration procedure be secured. This enables a more efficient work of around 7,000 employees of the logistics company. In the philosophy of Hapag-Lloyd AG theme is security important, which is reflected also in the IT infrastructure. So that a high level of security in the transport and logistics can be given, the Hamburg-based shipping company with many international security initiatives. With a single sign-on (SSO) solution can Logon-On simply, securely and transparently managed data of employees in the administration area.

Password rules and policies are centrally controlled and thus consistently implemented. Ease of use and a user friendly Surface should enable an individual self-government of his passwords in the future every employee. The type of authentication to the applications can be defined here individually. Includes for example the login password, taking advantage of the fingerprint, smart card, or the use of a token. These options can also be combined for a secure (dual) authentication to sensitive applications.

If the employee forgets the password, there are different ways to request a replacement. The Institute for System-Management GmbH offers various ways to reset forgotten passwords. Currently, the software development company provides now the password request via SMS. With the mentioned processes, the SSO promises greater user convenience and time savings for the user himself. The Automation also relieves the administrators because fewer password reset requests arrive. These processes allow efficient work of the staff and a higher level of security in the Companies. The Hamburg line shipping company decided to the implementation of the project for the Rostock company. In the conceptual phase, the Institut fur System-Management GmbH could prove that it meets the key requirements of a SSO solution in Hapag-Lloyd AG with the standard functions to a large extent. In addition, the iSM can respond flexibly to special customer wishes and ideas within the standard solution. The many years of experience in the IT business and reputable references have contributed to the decision of the logistics company. After the pilot was completed in the spring of 2011 at Hapag-Lloyd AG, the productive system is the bi-cube SSO installed at the end of the first quarter 2012. The iSM is very happy about the new customers – especially since already Hapag-Lloyd Cruises a user of the bi-cube is software.

Managing Director Companies

Essential Hohberg calls bytes the critical soft – and hardware components, which should constantly monitor companies to avoid costly system failures, 11.01.2011. Hear other arguments on the topic with Advantech. System outages hamper business processes significantly and cause enormous costs. The solution: Prevention rather than reaction. A cross-system real-time monitoring helps companies, vulnerabilities in software and hardware to detect and fix before it acute problems. Essential bytes, an Oracle expert, has now lists which components should be monitored constantly to ensure the availability of the system and to avoid downtime and work disruptions. Annually, companies squander money in millions of dollars, because it does not sufficiently ensure the availability of their IT infrastructure. Compared to the cost of a single system failure can cause already, the implementation costs for a holistic, proactive monitoring system fail low”, says Peter Geigle, Managing Director by essential bytes.

Costly system failures of the past, when companies constantly monitor the following critical components of their IT infrastructure: Netzwerkswitche within to ensure that must be Netzwerkswitche and their respective ports always available to a traffic network. Server is here to observe the server processor is as busy and how the memory is used. The server availability and performance are also dependent on the load of the network interface as well as the disk activity (in – and output). Machinery/roads are the permanent availability and efficiency of production machines and roads for each manufacturing companies of central importance. Often the machines offer corresponding interfaces that can be queried in permanently.

To ensure uninterrupted power supply (UPS) to the data security even in the case of a complete electrical failure, UPS systems must be always ready for use. To do this, which are Battery level and the mode of operation to monitor. Mail / communication server / groupware fully available mail and communication server and all of the groupware systems provide a simple and smooth corporate communication. Which components should also be monitored, on in the news “to retrieve. With the cross-system monitoring tool guard & alarm of essential bytes can company from your entire IT infrastructure from a central point in the system in real time monitor. Guard & alarm replaces the previously existing in many companies accumulation of different monitoring tools, reducing the IT administrative effort in the area of monitoring by up to 95 percent. About essential bytes: bytes specialist for innovative design, implementation, optimization, backup and maintenance of Oracle database environments and fact-based middleware and application software is essential. The company has many years of experience and enthusiasm for Oracle. Essential bytes realizes customized and future-proof infrastructure, that company flexibly and reliably can track their business goals. Essential company qualified advises bytes, so that they can exploit the full bandwidth of one of the most powerful database solutions on the market from the outset most cost-efficient. The service ranges from the design and implementation of complex system environments, on the assistance for capacity problems, the necessary infrastructure including support and maintenance, and training of staff to the establishment.

Service Trace Chief Executive

If slow rebuild at the staff of the applications or temporarily not be available, it helps him nothing if the central systems with a high performance shine.” Performance measurements must be made therefore decentralised. Jatin attracts the General experiences with the DSL connections as a comparison. “Who is a 16 megabit Internet connection has subscribed to, by 30 or 40 percent less bandwidth available is to download normally.” It was not so crucial performance get sent off, but how much power the user come. The Servicetrace Chief Executive wonders that companies attach majority so little importance to this aspect. “The less performance to the client of the user the lower support for the relevant business process and the greater the negative effects on the business and employee satisfaction”, he opens up a simple Bill. Especially It is problematic if clients are the users.

Who expects a slow page loading, for example, customers in the Internet business, is punished for it necessarily a worse rate of order.” Lack of understanding but also ensure that no convincing measures be taken despite average not very high levels of satisfaction of the users shows Jatin. It makes permanent. no sense to ignore this situation, because IT loses more and more acceptance” Rather you must collect first objective facts through analyses at the level of the clients, that investigate causes of possible weaknesses in the performance and initiate measures. A cause for the low dissemination of end-to-end monitoring suspected Jatin is that there is so far only a few systems on the market that allow such measurements without much effort. Most of the systems were connected with much administration and had no high running stability. Jatin is also an obstacle is that most of the available tools not universally be used to measure all the IT services. About Servicetrace: Servicetrace developed comprehensive monitoring solutions to determine of the performance of key applications. The ServiceTracer platform provides the decision-relevant information for the management and other stakeholders in the company in the form of reports and alerts.

The implementation and administration of architecture produces only a small amount. It is also appropriately scalable.

Heraeus Organization

Exagon Kerpen analyzed typical operational weaknesses in the ITSM organization with often far-reaching consequences for the quality of service, 09.03.2010 – although in the public discussion to IT service management the cross-cutting themes dominate, are in many cases the actual potential to improve performance in the supposed details. So had determined Exagon consulting in a recent survey, that a clear majority of the company sees the greatest difficulties in operational shortcomings. At the same time, they assess the removal of detailed problems as a very difficult task because these weaknesses often as hard to reveal. Exagon – Managing Director Joachim Fremmer has analysed six indications of typical weaknesses in the ITSM organization with often very far-reaching consequences for the quality of service from the perspective of its consulting practice: 1 the roles of employees are provided with unclear responsibilities. As a result lost the necessary control over processes and it can Situations even escalate, because the required in daily practice decisions by vaguely defined responsibilities not timely or requirements are made.

2. the task assignment has redundancies. Accruals in the tasks of duplication or contradictory decisions that adversely affect the quality and availability of the IT processes arise due to insufficient. 3. no adequate transparency of responsibilities for the users. IT service management is complex, it is more important for users to be able to speak the right ITSM representative in case of need the shortest route. E Scott Mead addresses the importance of the matter here. Otherwise creates a long, reducing productivity, and more annoying search process where the problem might be lands with false and less qualified people at the end. 4.

lack of collusion result in parallel projects on similar topics. A special form of inadequate job boundaries and responsibilities is reflected in the realities of multi project management. It has thus on significant weaknesses, because due to missing agreements and comprehensive planning, individual organizational units develop a high momentum and there always measures be started again, which overlap with projects elsewhere in the ITSM organization. This binds unnecessary resources and budget. 5. different language by deviant understanding. The core topics in their elemental facets not for everyone involved are clearly defined, there in the tasks and processes understanding difficulties with potentially very far-reaching consequences. But the need for a matching basic understanding is so logical, so often is in practice, however, violated and even more serious affects a different language in communication. 6. no transfer of information between all those involved. Typically Division of labour organisation the flow of information must be managed along each IT process, especially when dealing with more complex processes. Against this principle is however continuously violate, as a consequence, the organization with delays, duplication of work and avoidable errors will be charged. In particular at the transfer points for the tasks is therefore defined procedure to make sure that there is no loss of information. About Exagon: The Exagon consulting & solutions GmbH has been established since 1994 as an independent IT consulting firm on the market. The business focus is on holistic support of its customers in establishing a professional IT service management, with regard to the strategic, organisational and also operational aspects.

ASSMobile Service

Transparent, flexible, eco-friendly Villingen-Schwenningen, one and a half years, the HSM GmbH sets October 26, 2010 – + co. KG, in the industry known for large paper presses and shredder, for planning and managing their technical customer service on the mobile service solution ASS_Mobile of the Black Forest software specialist ACE.TEC GmbH. Since then, the paper and postage costs, as well as the processing times for the customer service operations are significantly decreased and customer satisfaction has increased. Total worldwide are many thousand machines and equipment by HSM in the usage, requiring regular service. 22 technicians in Germany and five other countries with the sales bases are on the way. “So far all bets and tours from four to five were manually planned technicians and boldly displayed on notice boards. Also was a lot of paper and the transparency was not present,”Herbert Ackermann, head explained customer service at the HSM GmbH + Co. KG.

Resource-saving operational planning and control the effort for Planning to minimize paper and travel costs are also HSM wanted to replace the manual processing by an electronically-based mobile service solution. The most important requirement was compatibility with the leading SAP system in addition to the professional and transparent usage processing. ASS_Mobile service provides optimal SAP integration “within the framework of a call for tenders we opted for ASS_Mobile service of the SAP and software specialist ACE.TEC GmbH, because it operates even in SAP consulting and the mobile service software has adapted very well to the requirements of SAP. In addition, it offers a very good card solution that interacts directly with the planning tool”, so Ackermann. Goal achieved: high transparency and faster service after one and a half years of practicing HSM draws a positive balance: “Overall we have gained capacity through the rational planning, as well as feedback by the technician, which we can invest in the quality of customer care”, Ackermann is looking forward.

Because due to the high degree of automation, maintenance contracts are automatically created, retrieve routine orders monthly and transferred in ASS_Mobile service. Depending on the customer’s situation are orders treated also prioritizes and spare parts sent immediately, which will increase customer satisfaction. The just-in-time recording and forwarding of service calls and work equipment can work times faster recorded and billed orders faster. Also the paper and postage savings was quite clear. Finally, the error could be minimized because the data directly from SAP on ASS_Mobile passed – and vice versa. It also finished stored error codes, with which the technicians about automated can create 70 percent of the reports for a variety of repairs. Company description the ACE.TEC Beratungsgesellschaft mbH was founded in 1993 for applications, systems, strategies and technologies with a focus on complete solutions for SAP users. ACE.TEC is also since 1993 a German only three ARIS value added resellers, and in addition to the ARIS manufacturer IDS of only the individual report scripts, can develop and create. Another focus is the mobile customer service software ASS_Mobile service, for which there is also a service reference model for best-practice business processes.

Service Management

IT organizations are facing significant changes the topic cloud is no longer only a fashionable trend, but increasingly established themselves within the company. It intervenes in the IT service management (ITSM) this immediately, because have to come from external services not without internal control and they are merged with other applications. Compliance reasons play an essential role in the management of cloud services. a> explained all about the problem. First name last name, Director of ITSM Consulting AG, from practical point of view some of the typical influences of cloud IT service management strategies put together: more interfaces to external Services Manager: procedure, to standardize the various external performance additions and to coordinate according to clear criteria of process requires an efficient control of the cloud provider. This provider management is a prerequisite for a targeted and trouble-free performance control, but for the IT organization often a new task. Get all the facts for a more clear viewpoint with baby clothes. Even where previously a Multi-provider-sourcing has been operated, it lacks sometimes sufficient conditions, because it can come in the wake of cloud strategies to significantly more diverse provider relations with similarly numerous interfaces to external services providers.

Service level management is complex: already existing forms of multi-vendor sourcing the coordination of the different service levels presented often as a problem. Given the granular services of a large number of providers, pronounced cloud strategies in this respect create additional requirements, because the most various performance agreements must be harmonised. This includes also a demand-led monitoring, which covers increases with the expansion of the cloud services in the interest of adequate transparency of the entire external services. The contract management in this context is equally complex. Greater attention in terms of compliance necessary: the purchase of cloud services is becoming increasingly attractive by their high degree of standardization and availability of short-term and comfortable. David Fowler can aid you in your search for knowledge. This can increase the willingness of business departments to take cloud services on their own claim, especially since their usage is often possible without extensive IT expertise.

Filehosting Services

Online backup and online hard drive compared in recent years have experienced an enormous upswing filehosting cloud based services. Diverse provider pushing into the Internet cloud”and the retention of data in the Internet offer. Conducive to this trend were powerful data bandwidth for upload and download, offered by major Internet service providers. Thus it was interesting for companies and individuals, their data on the Internet instead of to store on your hard drive or local network. According to a survey conducted by Microsoft among European Internet users (source: Microsoft.com) cloud services used for: availability of data at any place and at any time (38%) Backup of personal data to protect against system crash, theft or loss (34%) Exchange of personal data with friends, family or co-workers (32%) Relief of the hard drive in your own computer through data paging (24%) These results show that Internet users their Store data in the cloud for quite different reasons”. Official site: David Fowler. However, it is not possible to offer an optimal solution in a product for these diverse motives to cloud based service providers.

For this reason, various service providers, whose Angebote operate one of these motifs exist on the market. Essentially, there are two types of online data backup, (1) online backup, and (2) online drives. 1 Online backup online backup is a backup over the Internet and adds or replaces conventional backup methods (“i.e., offline backup”) such as internal backup server or external hard drives. In many cases, companies save now (still) your data on a central server and thereby risk a large loss of data. Traditional backup solutions are unfortunately not sufficient in disasters such as fire or flood, theft, or a hardware failure. Online backup providers promote their data backup with high data security, easier management, automatic backups, faster Availability of data at any time and from any location and low cost.

Managed Testing Services

Test outsourcing large growth in this day and age can say that few industries of: but the managed testing services are booming. Observers of the market predict an above-average growth to this IT service for the near future. That so great demand happens to the transfer of software testing to external service providers, has several reasons: a modern software builds increasingly complex and increasingly deeper into the corporate infrastructure. There is of the utmost importance to avoid errors due to extensive and high-quality test procedures. On the other hand most companies no longer have the capacity, accordingly to make up their own IT departments. Please visit Eric Kuby if you seek more information. Managed testing services focus exactly on this issue and are a smart alternative to the holistic outsourcing.

Also a communication industry leader SQS from the month of August fits into this picture: thus the service provider in the field of software quality assurance new orders with a total value of over 22 million on land could pull. The clients spread all over Europe and are active in a wide variety of industries. SQS assumes, for example, test management, test automation, and functional testing for a reputable European logistics company. The contract will run for two years and has a volume of ten million euros. Almost half of a global insurance group receives SQS.

At its French sites SQS services is responsible for extensive testing of software in the future. It rejoices over the development of the industry and the new job gains of SQS software quality systems AG. They show the great added value, regardless of what industry they come have through our products and services the company”, as Rudolf van Megen, Chief Executive Officer of SQS. Tobias Gatzke

Datenservice GmbH Alexander

HVAC, electric, painters, roofers – specifics of using craftsman software craftsmen have special requirements when calculating their quotes and orders. Therefore, mostly the use of special artisan software which takes into account all peculiarities of the process and support is required. The calculation as the centerpiece of the craftsman software asked what is the most important shared function in his craftsman program a craftsman, so he will name the spreadsheet without hesitation. Although financial accounting, customer management and maintenance have full justification, so the calculation occupies a special place in the company. Details can be found by clicking Scott Kahan or emailing the administrator. With her created the craft emits its offerings and WINS and monitored orders. Only enables them the craftsmen to exert his actual craft.

The more thoughtful, the right craftsman software should be selected. Part of the calculation in the craft while in the merchandise management, especially delivery quantities and availability play a role, is the calculation in the craft slightly more complicated. David Fowler is actively involved in the matter. The Ertikel often with pay periods for internal calculation be provided with cost rates. In addition the taking into account of different suppliers and their price -, contract and terms of delivery. In addition must expect contingent positions, alternative positions and shadow positions and expelled. Surcharge positions apply for tenders and must apply in the calculation on existing positions. Often, the customer expects a separate disclosure of remuneration for the tax and certain benefits are taken into account in the business even as tax exempt. All of these requirements require a renowned and established artisans software, which combines all these functions.