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WHITE PAPER: IT operations are evolving in a number of ways. Some of the obvious changes include virtualization and the cloud. However, there are 5 less obvious trends that are changing the dynamics of IT operations, each of which is explained in this white paper.

Posted: 03 Apr 2012 | Published: 03 Apr 2012

WHITE PAPER: In this white paper, IT Business Edge explains the key business and technology factors to consider in deciding whether and when to upgrade your CRM system, including the Software-as-a-Service (SaaS) factor.

Posted: 02 Mar 2012 | Published: 02 Mar 2012

WHITE PAPER: Read this white paper to learn about how Serena is well positioned to help customers that want to re-evaluate, restructure and orchestrate their service delivery processes that cross organizational boundaries as part of a broader ITSM initiative.

Posted: 03 Apr 2012 | Published: 03 Apr 2012

WEBCAST: This webcast discusses how to understand customer perspective, increase customer lifetime value, and ultimately maximize the value of customer experience management (CEM).

Posted: 02 Apr 2012 | Premiered: 02 Apr 2012

WHITE PAPER: By exploiting the disruptive forces and trends discussed in this resource, you will be able to transform the customer experience, improve the customer’s sentiment about your organization, and turn customers into advocates.

Posted: 09 Mar 2012 | Published: 09 Mar 2012

WHITE PAPER: In this white paper, learn about an innovative planning, scheduling, and monitoring strategy designed to enable businesses in the energy industry to improve operational efficiency, reduce risks, and cut costs. Discover the benefits of a planning technique that provides real-time visualization into and support of business operations.

Posted: 22 May 2012 | Published: 22 May 2012

WHITE PAPER: This brief white paper covers 9 critical capabilities to demand from your interactive voice response (IVR) cloud hosting provider.

Posted: 13 Mar 2012 | Published: 13 Mar 2012

WHITE PAPER: This white paper covers “Smart Working”, inventive new working tactics that were designed to reduce costs and improve business performance. Discover the 11 principles that make up “Smart Working”, your flexible working options, technologies that complement the “Smart Working” approach, and much more.

Posted: 02 May 2012 | Published: 02 May 2012

WHITE PAPER: Learn how your business can benefit from business process outsourcing (BPO) for finance and accounting, as well as critical factors in building a BPO relationship.

Posted: 15 Feb 2012 | Published: 15 Feb 2012

ANALYST REPORT: This report highlights industry best practices for establishing and nurturing CEM programs that delight customers while improving overall business results.

Posted: 27 Mar 2012 | Published: 27 Mar 2012