The Third Stakeholder: The End-User's Impact on CRM ROI

The Third Stakeholder: The End-User's Impact on CRM ROI

CRM solutions, like Siebel, automate complex business processes where high levels of application performance are crucial. Yet many frustrated execs find that despite the small fortune they have spent on products to manage servers, networks and applications, the business constituencies still complain about the performance, usability and availability of the Siebel CRM application.

Knoa Experience and Performance Manager (EPM) monitors enterprise applications from the perspective of the end user to capture the actual end user experience. Knoa EPM captures transaction response times as well as ecosystem and application errors -- along with a time-synchronized workflow -- from all users, at all locations, at all times, across the entire application. This information is used for alerting and proactive remediation of end user issues (whether they are system errors, user errors or performance problems). Knoa EPM also analyzes and aggregates information to provide actionable insight into process compliance, training requirements, adoption issues and a number of other management dimensions.

Knoa Software
07 Sep 2007
07 Sep 2007
16 Page(s)
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