Computer and Technology

Customer Relationship Management (CRM) recognizes that customers are the core of a business and that a company’s success depends on effectively managing relationships with them. CRM focuses on building long-term and sustainable customer relationships that add value both for the customer and the company.

A large percentage of failures have been reported in Customer Relationship Management (CRM). For example, according to Zdnetindia.com/news, the founder and CEO of Customer.com estimated that 42 percent of the top 125 CRM sites experienced failures. Numerous failures are also reported by thinkanalytics.com, cio.com, CRM-forum.com, and many more. However, according to itgreycell.com, CRM failures are declining, from a failure rate of up to 80 percent in 1998 to about 50 percent in 2000.

Some of the major issues relating to Customer Relationship Management (CRM) failures are the following:

1. Difficulty measuring and valuing intangible benefits. There are few tangible benefits to CRM

2. Failure to identify and focus on specific business problems.

3. Lack of active senior management (non-IT) sponsorship.

4. Poor user acceptance, which can occur for a variety of reasons such as unclear benefits (i.e., CRM is a tool for management, but doesn’t help a rep sell more effectively) and usability issues.

5. Trying to automate a poorly defined process.

Strategies to deal with these and other problem are offered by many. (For example, see CIO.com for CRM implementation. Also see conspectos.com for “10 steps for CRM success”)

Customer Relationship Management failures could create substantial problems. Some companies are falling behind in their ability to handle the volume of site visitors and the volume of buyers. We describe the following suggestions for implementing CRM and avoiding CRM failure:

1. Conduct a survey to determine how the organization responds to customers.

2. Carefully consider the four components of CRM: sales, service, marketing and channel/partner management.

3. Survey how CRM accomplishments are measured; use defined metrics. Make sure quality, not just quantity, is addressed.

4. Consider how CRM software can help vis-a-vis the organization’s objective.

5. Evaluate all levels in the organization, but particularly frontline agents, field service, and salespeople.

6. Prioritize the organization’s requirements as: must, desired, and not important.

7. Select an appropriate CRM software. There are more than 60 vendors. Some (like Siebel) provide comprehensive packages, others provide only certain functions. Decide whether to use the best of breed approach or to go with one vendor. Enterprise Resource Planning (ERP) vendors, such as PeopleSoft and SAP, also offer CRM products.

There are a lot of different kinds of IT agreements out there, and probably just as many questions over what represents a good value and what doesn’t. But when it comes to prepaying for billable technology hours, business owners arrive at a particularly interesting conundrum: They’re likely to save money if they buy up front, but they also run the risk of purchasing technology help that they won’t need or use in the near future.

So should your company prepay for billable IT hours?

The short answer, from our point of view, is it depends. And what it depends on is the arrangement you’ve worked out with your IT computer support specialist or IT services provider. If you’re simply paying for a discounted “block of time” that you can use within six months or a year, for example, then we’re going to go against the grain and say it’s not advisable. After all, that might be great for your business IT consulting provider’s cash flow, but unless you are planning to have technology problems, then there’s no way to be certain that expense is ever going to be of value for you. And if you are planning on having technology problems, then why not fix them now before they end up costing your business more money?

We aren’t meaning to imply that your IT provider wants to take your money and run, but in such a situation, where is their incentive to go the extra mile for you? They’ve gotten their money, so it’s up to you to think of something for them to do.

That being said, there is a second kind of “prepaid” arrangement that we would recommend: a managed services agreement. What’s the difference? With IT managed services, you’re paying the same thing to your IT provider every month whether you have a problem or not. Unlike purchasing a block of hours, this puts them in a position where they’re responsible for keeping your company’s technology working smoothly. Otherwise, it’s only going to take more of their time and expense to get your business back on track. In other words, you aren’t paying for the time, but for the completed job.

That’s a subtle difference, but it’s the difference between a great value and a potential waste of your investment. When it comes to paying for IT up front or at regular intervals, smart business owners will go for managed services every time. It might sound more constricting than just paying for a few hours, but it’s also a much better deal.

Technology is continually transforming and evolving and thus I’m generally curious to see what will be of use and helpful for me in the New Year. There are various new services and gadgets appearing on the scene but in amongst plenty of gimmicks there may be some genuine technological nuggets.

I’m going to try to pick out just two pieces of very current technology that can definitely play an important role for me in the New Year ahead.

1. My initial choice is IPTV. IPTV has been playing an ever more crucial part in lots of aspects of our every day lives, usually without us even recognising that we are witnessing IPTV solutions. With the advance of smart TV’s, this technology is already showing up inside our homes with all the elegant and appealing options it comes packed with. You may already know that this technology is at the heart of products and services like the BBC’s online iPlayer but luckily you can now have a similar advanced facilities within your lounge.

Smart TV’s are a mixture of an advanced computer and a high specification television set. It is possible to stream your most desirable movies straight into your living room, so no longer will you be needing to panic about returning DVDs to the rental store. You can even browse the net from your Television and also run countless apps in the same manner we have become accustomed to on our smart phones. This is the excellent mixture of the many things that are necessary in our modern-day lives into just one simple, smart bundle.

2. The other item of increasingly accepted technology that I love is a mobile repeater system. A mobile repeater is quite simply a system to improve the signal and therefore the reception of mobile devices in inadequate reception areas. These bad areas could be office developments with deep concrete walls, basement office buildings, properties with many steel beams or just the inconvenience of a very rural location. Mobile repeaters work just like a Television aerial in that they offer amplification to the mobile signal, hence providing mobile phone coverage where it otherwise had not been possible. As you can imagine it is crucial for many organisations to provide their employees with a good quality cellular signal and hence this technology is increasingly in demand.

It is certainly hard to only decide on two pieces of current technology that will have a major impact over the coming year but for me the two above are my present favourites. Now I’m off to surf the web on my TV!

The main goal of Quality of Service is to offer priority and committed bandwidth, less jitter and latency and finally reduce packet loss.

When creating Quality of Service rules for a business, it is vital to emphasize on which traffic requires special treatment. Network architects need to consider how Quality of Service problems affect not only the network equipment but also the applications that use the net. Employers identify service quality based on two measures: The speed with which the net responds to their needs and the ease of use of the applications they want to use.

Quality of Service helps to reduce these problems. Several Cisco network devices have built-in Quality of Service mechanisms. Particular applications are very sensitive to bandwidth requirements, packet delays, net jitter as well as packet loss. Real-time IP telephony and streaming video always need special treatment.

IP Telephony Requirements

Voice traffic needs more than a simple connection between devices. The quality of the transmissions is very essential. When delays happen, voices break up and sound becomes distorted. IP telephony requires that Quality of Service mechanisms are enabled. It is important that voice packets have low latency as well as low jitter at every single hop along a given path.

Streaming Video Requirements

Streaming video is a video feed that is typically sent from recorded files. This media stream is sent as a multicast so many employers can watch the stream at the same time. In a net without Quality of Service, all TCP/IP packets get the same treatment, and as a result, real-time applications suffer.

QoS policies do not generate more bandwidth of course. As an alternative, it prioritizes bandwidth use to support new technologies like IP telephony. QoS manages priority traffic on converged nets.

Voice and Data Traffic

In a converged net, continuous, small-packet voice traffic contests with large, asymmetrical data flows such as file transfers. Even though usually the packets carrying voice traffic on a network are not big, delays that happen while they cross the network will produce low voice quality. Files from real-time applications, should be processed at the same rate as it is sent. Consequently, VoIP uses User Datagram Protocolthat is a best-effort transport protocol. On the other hand, packets that carry file transfer data are usually large. These packets use transmission control protocol.

It is likely to retransmit part of a data file, but it is not possible to retransmit part of a voice dialogue. Therefore, voice and video traffic must have much better priority over data traffic.
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