Siebel Loyalty 8 Guide


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Siebel Functional Guide


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The Art of Support


Book Description

Are you a customer success or support executive curious about adapting industry best practices to your organization? Are you a newly-promoted customer success or support manager with plenty of ideas, but not much management experience? Or are you an executive with no hands-on experience with customer success, but wanting to learn more about how to decrease churn and improve revenue expansion from existing customers? The Art of Support is a practical guide for managers and executives that answers your questions. In it, you will find: - Best practices for customer success and support, from designing customer lifecycle journeys, to managing day-to-day activities, to measuring results. - Nuanced recommendations to build or improve your organization. - Dozens of practical tools you can use right away such as customer scorecards, sample support portfolios, hiring checklists, decision trees for selecting support models, job ladders, and budget templates.




IBM System Storage Business Continuity: Part 1 Planning Guide


Book Description

A disruption to your critical business processes could leave the entire business exposed. Today's organizations face ever-escalating customer demands and expectations. There is no room for downtime. You need to provide your customers with continuous service because your customers have a lot of choices. Your competitors are standing ready to take your place. As you work hard to grow your business, you face the challenge of keeping your business running without a glitch. To remain competitive, you need a resilient IT infrastructure. This IBM Redbooks publication introduces the importance of Business Continuity in today's IT environments. It provides a comprehensive guide to planning for IT Business Continuity and can help you design and select an IT Business Continuity solution that is right for your business environment. We discuss the concepts, procedures, and solution selection for Business Continuity in detail, including the essential set of IT Business Continuity requirements that you need to identify a solution. We also present a rigorous Business Continuity Solution Selection Methodology that includes a sample Business Continuity workshop with step-by-step instructions in defining requirements. This book is meant as a central resource book for IT Business Continuity planning and design. The companion title to this book, IBM System Storage Business Continuity: Part 2 Solutions Guide, SG24-6548, describes detailed product solutions in the System Storage Resiliency Portfolio.




Manager's Guide to Making Decisions about Information Systems


Book Description

The sign of a smart IS decision... The sign of a smart decision about information systems isn't based on technical details alone; it's based on how well that decision contributes to the overall success of the business. If you want to make your firm's investment in IS really pay off, you need to approach IS from a truly managerial perspective. Now with Paul Gray's Manager's Guide to Making Decisions About IS, you'll learn how IS can help the organization as a whole, and how to make key decisions on whether to undertake, upgrade, or decommission large software systems. You'll also learn about the capabilities of IS, such as the many uses of a data warehouse and using IS to gain competitive intelligence. See the big picture. The Manager's Guide to Making Decisions About IS first focuses on big picture issues, such as hardware, software, and the Internet; strategic uses of IS; aligning IS with the business; types of applications; and inter-organizational systems. Make decisions on big-ticket applications. Gray then provides you with essential knowledge that will help you make informed decisions on big-ticket applications, including electronic commerce, enterprise requirements planning (ERP), customer relationship management (CRM), data warehousing, knowledge management, and business intelligence. Explore current IS issues. Finally, the Manager's Guide to Making Decisions About IS examines the IS issues that managers are currently facing in today's business, including outsourcing, systems integration, supply chain, people issues, mergers and acquisitions, infrastructure, and privacy, security, and ethics. Armed with this knowledge, you'll have the confidence and understanding you need to sign-off on IS decisions that will have a valuable impact on your organization.




Customer Relationship Management


Book Description

This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.




An Illini Place


Book Description

Why does the University of Illinois campus at Urbana-Champaign look as it does today? Drawing on a wealth of research and featuring more than one hundred color photographs, An Illini Place provides an engrossing and beautiful answer to that question. Lex Tate and John Franch trace the story of the university's evolution through its buildings. Oral histories, official reports, dedication programs, and developmental plans both practical and quixotic inform the story. The authors also provide special chapters on campus icons and on the buildings, arenas and other spaces made possible by donors and friends of the university. Adding to the experience is a web companion that includes profiles of the planners, architects, and presidents instrumental in the campus's growth, plus an illustrated inventory of current and former campus plans and buildings.







RFID Handbook


Book Description

This is the third revised edition of the established and trusted RFID Handbook; the most comprehensive introduction to radio frequency identification (RFID) available. This essential new edition contains information on electronic product code (EPC) and the EPC global network, and explains near-field communication (NFC) in depth. It includes revisions on chapters devoted to the physical principles of RFID systems and microprocessors, and supplies up-to-date details on relevant standards and regulations. Taking into account critical modern concerns, this handbook provides the latest information on: the use of RFID in ticketing and electronic passports; the security of RFID systems, explaining attacks on RFID systems and other security matters, such as transponder emulation and cloning, defence using cryptographic methods, and electronic article surveillance; frequency ranges and radio licensing regulations. The text explores schematic circuits of simple transponders and readers, and includes new material on active and passive transponders, ISO/IEC 18000 family, ISO/IEC 15691 and 15692. It also describes the technical limits of RFID systems. A unique resource offering a complete overview of the large and varied world of RFID, Klaus Finkenzeller’s volume is useful for end-users of the technology as well as practitioners in auto ID and IT designers of RFID products. Computer and electronics engineers in security system development, microchip designers, and materials handling specialists benefit from this book, as do automation, industrial and transport engineers. Clear and thorough explanations also make this an excellent introduction to the topic for graduate level students in electronics and industrial engineering design. Klaus Finkenzeller was awarded the Fraunhofer-Smart Card Prize 2008 for the second edition of this publication, which was celebrated for being an outstanding contribution to the smart card field.