Recently added articles from Soft-Letter:
WEB SUPPORT: A CUSTOMER-CENTRIC VIEW.
Jul 31, 2001 ... "Jupiter Media Metrix reports that [despite the current economic downturn] 74% of businesses will spend more money on customer relationship management (CRM) infrastructure in 2001 than they did in 2000--with a majority committing to increasing their spending by as much as 25% to 50% ....
SIDEBAR:.
Jul 31, 2001 ... The Ten Best Web Support Sites of 2001 <Pre> OPEN DIVISION Cognos support.cognos.com/support Dell premiersupport.dell.com Hewlett-Packard itrc.hp.com Macromedia www.macromedia.com/support National Instruments www.ni.com Symantec ...
POSTSCRIPT:.
Jul 31, 2001 ... In August, the Association of Support Professionals will publish a book-length report on this year's "Ten Best Web Support Sites". The report will offer a ...
HOW TO HOST AN INFLUENCER DINNER.
Jul 15, 2001 ... "One of the simplest and most powerful ways to build a company's reputation," says publicist Shel Israel, "is to host occasional dinner meetings with a group of 'key influencers'--typically with one or two customers or business partners, perhaps an analyst who covers the company, and one ...
CHECKLIST: OEM PARTNERSHIP AGREEMENTS.
Jul 15, 2001 ... Earlier this year, SPSS set up a new "enabling technologies" division to offer statistical and analytical solutions to large OEM partners like Unisys, Lucent, NetGenesis, and Hyperion. David Blyer, who heads the new division, sees these OEM deals as a way "to reach customers who've ...
HOW TO LIVE WITH MICROSOFT.
Jul 15, 2001 ... There's an old parable about a scorpion who hitches a ride across a river on the back of a frog, and then stings the frog in mid-river. "Why?" the frog asks. "Now you're going to drown." Says the scorpion: "I can't help myself. It's just my nature." The past few weeks have not ...
DATA POINTS: TECH SUPPORT TURNOVER.
Jul 15, 2001 ... [CHART OMITTED] Tech support departments are famous for burnout and constant employee churn, which adds substantially to the cost of recruiting and training new support reps. In fact, a new survey by the Association of Support Professionals shows that roughly 40% of support ...