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Performance Indicators

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The New CRM Metrics: Putting Them to Work
sponsored by SearchCRM
WHITE PAPER: There is added pressure for contact center agents, with customers armed to the teeth with devices to connect with businesses- from tweets to texts to telephone calls. But with proper metrics to gauge their performance and lead to instructive training, some of that pressure can be alleviated.
Posted: 25 Jan 2013 | Published: 25 Jan 2013

SearchCRM

The Green Data Center: Energy-efficient Computing in the 21st Century: Chapter 1, 2008 Update
sponsored by Rackable Systems
WHITE PAPER: This green data center e-book serves as an all-in-one guide to lead you through the process of creating an energy-efficient data center.
Posted: 31 Oct 2008 | Published: 31 Oct 2008

Rackable Systems

Calculating Earned Business Value for an Agile Project
sponsored by CollabNet
WHITE PAPER: In this paper, CollabNet’s Dan Rawsthorne defines Earned Business Value (EBV), a new metric for Agile projects that replaces standard Earned Value Analysis (EVA) metrics. With EBV, Agile teams see a clearer picture of a project’s progress, which can be used to strategically adapt to evolving business conditions.
Posted: 14 Jul 2010 | Published: 13 Jul 2010

CollabNet

An Agile Approach to "Metrics": Applied Macromeasurements to Ensure On-Time Delivery
sponsored by CollabNet
WHITE PAPER: This article challenges the value of traditional metrics for managing product development schedules and presents an alternative compatible with Agile approaches such as Scrum and XP. It is written for development managers or Scrum Product Owners who want to make decisions based on empirically derived schedule forecasts instead of shots in the dark.
Posted: 17 Jan 2011 | Published: 17 Jan 2011

CollabNet

Roadmap for Effective Performance Monitoring at a Reduced Cost
sponsored by Neustar®
WHITE PAPER: This document provides a roadmap for web delivery teams to reduce operational expenditures, and shows how to improve the effectiveness of critical information required for decision-making for Internet services.
Posted: 11 Feb 2010 | Published: 11 Feb 2010

Neustar®

2010 Asset Management Operations and Compensation Survey Findings
sponsored by Advent Software, Inc
WHITE PAPER: In this survey you will learn how asset management has changed over the years and the different challenges asset management professionals have been facing.
Posted: 18 May 2011 | Published: 17 May 2011

Advent Software, Inc

Enhancing the Customer Experience with Loyalty Management
sponsored by SAP America, Inc.
WHITE PAPER: By implementing loyalty programs that are integrated across sales, service, and marketing - across all channels of interaction - a firm can greatly enhance the customer experience, increase customer retention, and foster development of a community of people who serve as advocates for the business.
Posted: 27 Apr 2009 | Published: 27 Apr 2009

SAP America, Inc.

Metrics That Matter: An Intelligent Approach for IT Service Providers
sponsored by Autotask Corporation
WHITE PAPER: This whitepaper details the growth in business analytics and how data can be leveraged to get a leg up on the competition.
Posted: 24 Jan 2014 | Published: 24 Jan 2014

Autotask Corporation

Consult the new dictionary for customer experience KPIs
sponsored by Oracle Corporation
WHITE PAPER: This guide was written to help identify or measure those critical CX measurement points that provide feedback on the health and success of a CX initiative. It is intended to familiarize you with important CX measurements and Key Performance Indicators (KPIs) along with providing a definition and a method to calculate their value.
Posted: 27 Mar 2014 | Published: 30 Sep 2012

Oracle Corporation

Measuring the Business Impact of Support
sponsored by Citrix Online UK
WHITE PAPER: Customer support has long been a business mainstay. Yet, the business impact of support is seldom measured - despite the influence of support on higher revenue, customer satisfaction and increased productivity. This new ServiceXRG white paper explores the importance of quantifying the impact of support on your business.
Posted: 16 Jul 2010 | Published: 16 Jul 2010

Citrix Online UK
 
 
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