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Abstract:
Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers
and partners with higher levels of service while increasing Great Plains’ operational efficiency. Here’s how Great Plains
uses the web to augment its technical support services. (...)
Excerpt related to
customer support product:
Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers
and partners with highe...
Published:
2000-12-05
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Abstract:
MAPICS has consistently scored above average in the following customer-service & support benchmarks: reliability, quality
of support, vendor stability, ease of doing business, and affiliate product and industry knowledge. However, limited platform
support means that AS/400 products will contribute more t (...)
Excerpt related to
customer support product:
MAPICS has consistently scored above average in the following customer-service & support benchmarks: reliability, quality
of support, vendor stabi...
Published:
1999-09-01
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Abstract:
SoftBrands Hospitality business supports the enterprise information management needs of hotels and resorts. SoftBrands' range
of hospitality software products includes the property management systems Medallion and PORTfolio, and RIO, a leisure management
system. (...)
Excerpt related to
customer support product:
SoftBrands Hospitality business supports the enterprise information management needs of hotels and resorts. SoftBrands'
range of hospitality softw...
Published:
2006-03-02
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Abstract:
Lilly continues to invest uncompromisingly in R&D, and consequently espouses a convincing broad but compact product portfolio
for its target market. (...)
Excerpt related to
customer support product:
Lilly continues to invest uncompromisingly in R&D, and consequently espouses a convincing broad but compact product portfolio
for its target market.
Published:
2003-02-19
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Abstract:
An enterprise that wants to shift to a global product development strategy must invest in modern product lifecycle management
(PLM) technology. Therefore, the PLM software market could be on the edge of a significant growth cycle. (...)
Excerpt related to
customer support product:
... Moreover, the decision to offshore product development has an impact on ...
on logistics and supply chain, human resources, marketing, and customer support have to
...
Published:
2008-10-17
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Abstract:
Over past two decades, ROI Systems has shown the commitment to deliver solid discrete manufacturing functionality and superior
customer support, with modest growth and cautious new technology introduction as a consequence. Owing to its slow growth,
ROI has achieved a small market presence in general and (...)
Excerpt related to
customer support product:
Over past two decades, ROI Systems has shown the commitment to deliver solid discrete manufacturing functionality and superior
customer support, w...
Published:
2000-06-22
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Abstract:
Solomon Software Inc., a leading provider of mid-market financial and business management systems, and SalesLogix, a leading
provider of electronic customer relationship management (eCRM), have signed a five-year, multi-million dollar OEM software
arrangement. (...)
Excerpt related to
customer support product:
Solomon Software Inc., a leading provider of mid-market financial and business management systems, and SalesLogix, a leading
provider of electroni...
Published:
2000-04-28
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Abstract:
Over past two decades, Ross Systems has delivered strong back-office functionality and good customer support within certain
industries; it is considered a leader in native process manufacturing functionality. The company has also expanded its online
operations through its RenaissanceLink software applica (...)
Excerpt related to
customer support product:
Over past two decades, Ross Systems has delivered strong back-office functionality and good customer support within certain
industries; it is cons...
Published:
2000-07-20
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Abstract:
For some reason, once a product moves into the retail channel, most manufacturers lose control. The retailer abdicates responsibility.
When faced with a problem, the consumer is alone! What happened to the lifetime value of the customer? This article examines
the lapses and promises in providing service (...)
Excerpt related to
customer support product:
For some reason, once a product moves into the retail channel, most manufacturers lose control. The retailer abdicates responsibility.
When faced ...
Published:
2004-11-02
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Abstract:
Baan remains one of only a handful of vendors that are capable of providing full application suites on scaleable platforms
that can be globally deployed by larger enterprises. (...)
Excerpt related to
customer support product:
Baan remains one of only a handful of vendors that are capable of providing full application suites on scaleable platforms
that can be globally de...
Published:
2002-02-21
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Abstract:
In 2003, Exact Software announced the general availability of Macola Enterprise Suite (ES), the latest version of the company's
ERP solution, which goes beyond traditional ERP solutions’ scope by allowing its users to define business rules, workflow,
and exception alerts and events. Also, Exact Event (...)
Excerpt related to
customer support product:
In 2003, Exact Software announced the general availability of Macola Enterprise Suite (ES), the latest version of the company's
ERP solution, whic...
Published:
2004-02-27
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Abstract:
Cincom’s latest CRM product release offers a compelling value proposition for many ‘to order’ manufacturing enterprises.
While it is a product that may raise the bar in its target markets, the competitive offering is not exactly a pushover. (...)
Excerpt related to
customer support product:
Cincom’s latest CRM product release offers a compelling value proposition for many ‘to order’ manufacturing enterprises. While
it is a product tha...
Published:
2002-11-26
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Abstract:
AccountMate Software has been a player in the middle market for over twenty years. In the past several years it has been
acquired by several global companies. Recently AccountMate's management has purchased the company and once again it is independent
and able to chart its own course. (...)
Excerpt related to
customer support product:
... from different perspectives simultaneously, such as sales by product line, customer
... CRM (Customer Support): AppFinity Software, San Francisco, CA, http://www
...
Published:
2005-01-20
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Abstract:
SSA Global's Client Forum has reinforced our impression that the vendor's product strategy is an effective strategy that
addresses the realities of today's market. However, the execution is not without challenges. Although we found confusion on
the part of a few, customers appeared supportive of the SSA (...)
Excerpt related to
customer support product:
... Never sunset a release, Any product and release on maintenance as of ...
will remain on maintenance as long as any customer needs that maintenance and support. ...
Published:
2004-11-05
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Abstract:
Back in the early 90’s, ‘CRM’ wasn’t even a trendy acronym. You had a few players thinking beyond 'stovepipe' enterprise
applications, but not much beyond. Fast forward to 2001. CRM has gotten fat, and the fatter it gets, it becomes more difficult
to understand, more expensive to buy, more dif (...)
Excerpt related to
customer support product:
Back in the early 90’s, ‘CRM’ wasn’t even a trendy acronym. You had a few players thinking beyond 'stovepipe' enterprise
applications, but not mu...
Published:
2001-08-27
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Abstract:
SAP is addressing the problem of customers wanting support that vendors are either not providing, or providing at unjustifiable
prices. Support and maintenance customers are committed to service contracts, but only to a point. New options are thus available. (...)
Excerpt related to
customer support product:
SAP is addressing the problem of customers wanting support that vendors are either not providing, or providing at unjustifiable
prices. Support an...
Published:
2007-04-27
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Abstract:
SugarCRM is a rapidly growing open source CRM company with solutions that appeal to a community of enthusiastic users. This
study, based on a client who selected the Sugar Sales Professional CRM solution, compares product functionality to the competition
and highlights some of SugarCRM's open source busi (...)
Excerpt related to
customer support product:
SugarCRM is a rapidly growing open source CRM company with solutions that appeal to a community of enthusiastic users. This
study, based on a clie...
Published:
2004-11-30
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Abstract:
Collaboration between Amdocs and SAS, if truly committed to by both, should make it possible to collect and analyze information
stored in these Amdocs' systems, and deliver the conclusions and recommendations to the operator's decision-makers in the
form of graphs and practical reports. (...)
Excerpt related to
customer support product:
Collaboration between Amdocs and SAS, if truly committed to by both, should make it possible to collect and analyze information
stored in these Am...
Published:
2005-08-05
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Abstract:
Applications are more often outsourced than infrastructure, and this is increasingly done through software as a service (SaaS).
Vendors such as WebEx, Webcom, MCA Solutions, and Ariba are delivering applications as SaaS. (...)
Excerpt related to
customer support product:
Applications are more often outsourced than infrastructure, and this is increasingly done through software as a service (SaaS).
Vendors such as We...
Published:
2006-03-17
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Abstract:
While Microsoft might be honest today with its claims of staying away from the true enterprise-level CRM applications space,
no one can be sure that its appetite will remain in check for very long. (...)
Excerpt related to
customer support product:
While Microsoft might be honest today with its claims of staying away from the true enterprise-level CRM applications space,
no one can be sure th...
Published:
2002-03-08