Archive

Sophisticated CRM Now at the Core of Customer Success

With most workers continuing to work remotely, CRM has become an important tool for managing relationship risk. Financial firms have to deal with market and operational risk, consumer retailers have to focus on supply chain risk, and all companies have to keep an eye on economic risk. Relationship r...

New Customer Experience Needs and Commerce Trends for 2021

Commerce analysts do not see consumers shedding their newfound buying options in the wake of a post-pandemic marketplace. Concerns for health safety, social distancing, and remote working will remain priorities for many shoppers. Merchants who demonstrate that they are able to quickly get products t...

OPINION

Shifting Our Global Problem-Solving Focus From Symptoms to Cause

IBM's latest effort to solve global problems has evolved from a focus on catastrophic events, which increasingly are caused by climate change, to climate change itself. It is a huge jump to go from dealing with the symptoms of a problem, which generally is relatively easy, to dealing with the cause...

Study: Enterprises Shift Analytics Focus to Back Office

Companies have shifted their analytics efforts from consumer-focused processes to operations, according to the results of a survey released last week by Capgemini. Seventy percent of 600 executives at companies in the United States, Europe and China said they focused more on operational analysis, an...

GOVERNMENT IT REPORT

Feds Embrace Salesforce Platform Offerings

The U.S. government has authorized an information technology contract with a potential value of $503 million that is designed to meet newly adopted goals for greatly improving IT acquisition. The General Services Administration, which issued the contract for software and cloud-related services, desc...

Report: Most Insurance Customers Are Fed Up

If you dislike your insurance company, you are not alone: Worldwide, less than 30 percent of consumers have positive experiences in dealing with their insurers, according to Capgemini's World Insurance Report 2015. North America saw the largest decline in satisfaction -- 8.3 percentage points. Capg...

PODCAST

The Enduring Relevance of SOA

There's been a resurgent role of service-oriented architecture as a practical and relevant ingredient for effective design and use of cloud, mobile and big-data technologies. The concept of "architecture is destiny," especially when it comes to hybrid services delivery and management, has become pop...

PODCAST

The Value of Architecture: Priceless

How has the definition of "business architect" matured, and why is it so important for this new role to flourish in today's dynamic business and IT landscapes? How have certification and training helped to shape the business architecture leaders of tomorrow? We see that CEOs around the world really ...

EXPERT ADVICE

Who to Blame When CRM Fails

Companies considering CRM systems often view them as a way to improve customer satisfaction and retention, boost sales and accelerate employee productivity. However, as with many technology-enabled business process, success is a complicated and interdependent proposition. When companies are winning...

PODCAST

TOGAF 9: Information Trumps Technology

The Open Group, a vendor- and technology-neutral consortium, in early February delivered TOGAF 9, an enterprise architecture framework. TOGAF 9 represents a departure for enterprise architecture frameworks in general. It's larger, more mature, and modular to allow folks to enter it from a variety of...

PODCAST

Where Will the Cloud Take Your Enterprise?

Many enterprises and service providers are now grappling with how cloud models and economics will impact them. The specter of a challenging business climate may well hasten the need to seek IT resources that are supported through greater cloud computing approaches -- to save money, as well as to bet...

Google Apps Pairs Up With Capgemini to Go After Big Fish

Google signaled its intention to go after enterprise users by announcing a partnership with a French firm that will help it deliver Google Apps as a Web-based service. Capgemini, a major global provider of outsourced business technology, will now provide professional support for enterprises that ado...

BT Buys Counterpane in Global Network Services Push

BT Group said Wednesday it would acquire managed security services firm Counterpane Internet Security in a move that could help the former national phone company of the UK advance its transformation into a global telecom services and network firm. BT did not disclose the price it paid for the privat...

EDS Wins Bulk of GM Outsourcing Contracts

Struggling automaker General Motors handed out billions of dollars worth of information technology outsourcing contracts, with Electronic Data Systems seen as the big winner even as its revenue from GM continues to slide. IBM and Hewlett-Packard also sealed major, multi-year deals. EDS, which was ...

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