CSDP Main Blog

2012: The Year of the Customer

erin.petruk@csdpcorp.com — Thu, 19 Jan 2012 19:52:00 GMT

2012

You thought it was the year of the dragon, but it could very well be the year of the customer...

The truth about IBM, Microsoft, Oracle and SAP

erin.petruk@csdpcorp.com — Tue, 06 Dec 2011 09:56:00 GMT

Gartner analyst Dennis Gaughan has some surprising commentary about these software giants...

Warranty and Contract Management

erin.petruk@csdpcorp.com — Thu, 10 Nov 2011 15:09:00 GMT

What do top performing organizations and best-in-class companies have in common?

Training

erin.petruk@csdpcorp.com — Sun, 16 Oct 2011 23:16:00 GMT

Can anyone really argue against the importance of training? Regardless of the economy, how can any company afford to hire employees without properly training them?

Process Optimization

erin.petruk@csdpcorp.com — Tue, 30 Aug 2011 09:43:00 GMT

In a recent field service benchmarking study done by WBR, a whopping 61% of all surveyed said they would change or optimize processes in order to scale their knowledge base for an ever-expanding array of products. Optimizing processes beat out Knowledge Management Software and additional resources. So what does this say about a company’s existing business processes?

Benefits of A Single View of Customers and Service Operations

erin.petruk@csdpcorp.com — Tue, 26 Jul 2011 09:43:00 GMT

How many different systems do you need to log into to get the critical customer and service data you need? More than one? More than two? More than 5…? When you have disparate databases and systems that don’t talk to each other, that hinders your overall business process. Learn how to resolve customer inquiries, diagnose service issues, and determine the proper resolution steps quickly and effectively.

Detailed Revenue Mix

erin.petruk@csdpcorp.com — Thu, 07 Jul 2011 05:51:00 GMT

In over 100 product companies (including hardware and software companies, SaaS providers, large companies, mid-sized companies, etc.) that have been benchmarked with TSIA, data shows that the average revenue mix is roughly 60/40, where 60% of total company revenues are coming from products and 40% are coming from services.

Service Strategy Profiles

erin.petruk@csdpcorp.com — Wed, 06 Jul 2011 22:08:00 GMT

Welcome to the fourth installment of our series of blogs based on the Service Revenue Trends joint research report from Technology Services Industry Association (TSIA) and CSDP. The report is based on extensive TSIA research including benchmarking and industry surveys.

Service Revenue Trends from IBM, HP, Oracle and More

erin.petruk@csdpcorp.com — Sat, 25 Jun 2011 19:54:00 GMT

We hope you got a chance to read our first installment of our series of blogs based on the Service Revenue Trends joint research report from Technology Services Industry Association (TSIA) and CSDP. The report is based on extensive TSIA research including benchmarking and industry surveys related to the revenue trends of product companies.

Today, we’re exploring how the “services pulsar” is impacting technology companies.

User-Configurable Solutions

erin.petruk@csdpcorp.com — Wed, 15 Jun 2011 08:17:00 GMT

In an independent report titled, “The BT Scorecard — Essential Metrics for BT Transformation” published by Forrester Research Inc. on May 24, 2011, the essential metrics for business technology transformation is discussed.

Tags: SRM,csdp,user configurable,flexible,solutions