Achieving Customer Satisfaction: Asking the right questions

By NEI President & CEO Greg Shortell

Here’s a question for you, how do you delight a customer? What is it that makes a customer come back and buy from you time and time again? A pretty simple question, but the answers are often hidden and hard to come by. Let me put this in perspective. I often get surveys after purchasing a product or service and, in my opinion, the longer the survey the more worthless it is.

There are only two questions that matter. “Would you buy from me again?” And,...

By NEI, 19 January 2012, 1 comment. Categories: Best Practice, CRM.

Market Forecast: The Future is Already Here – It’s Just Not Evenly Distributed

The prescient quote by William Gibson aptly describes the worldwide Software as a Service (SaaS) market today, especially in the enterprise.

Global adoption and growth of SaaS within enterprises is unevenly distributed yet growing rapidly.  One...

Don’t Forget Your Developers!

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In our collective desire to equip our organizations or clients with the tools and technologies required to support the realization of SOA strategy and enablement, the focus of selection processes tends, understandably, to be centered on enterprise-centric concerns. Interoperability, standards compliance, reuse, etc., tend...

By ZapThink, 31 August 2011, 0 comments. Categories: Applications, Big Data, Compliance, CRM, Developers, Industry, Infrastructure, SaaS , Storage, Trends.

American Idol, Blockbuster, and Microsoft 365: Innovate or Die

I attended the Microsoft Partner Conference last month in Los Angeles, CA, and there were two major topics during the week.  The first was the recent release of Office 365 which is the epicenter of Microsoft’s cloud computing vision.  The second was which Hollywood stars we would see, obviously.   

However, the only star I saw was an Allison Iraheta performance that Microsoft sponsored at the Staples Center.  (Allison, if you were unaware, came in...

Transforming unstructured content workflow

A particularly powerful area to apply Cloud computing is the automation of “unstructured content workflows” – Those business processes conducted manually via Word documents sent via email, conference calls and other multimedia that sits outside of enterprise applications.

Applications like CRM tackle a particular sub-set of processes relevant to customer information, and can often implement workflows like ‘Sales Quote’ for example. However this is just a record for reporting...

By cloudbestpractices.net, 13 August 2011, 0 comments. Categories: Applications, Big Data, CRM, Enterprise.