Knoa doesn’t sell CRM solutions. But, many of our customers use Knoa’s end-user monitoring solutions to measure the experience their CRM system is delivering to their end-users, and to improve end-user productivity and performance when using that CRM system. In the course of working with our customers, we have discovered countless examples where insight into agent experience and performance was used to improve the business results from the investment in CRM systems. So it wasn’t surprising that earlier this week I was asked by the editor of a CRM publication, to explain why an effective end-user management program should be a core part of a CRM implementation.
Read more…
With SAPPHIRE wrapping up yesterday, one observation I take away from this conference like so many others—is the grown adults collecting a bag full of tchotchkes. Business professionals agreeing to have their badges scanned, a sure guarantee of receiving a barage of emails, all to get a pen, notebook or stress ball with a company’s logo on it.
Read more…
With SAPPHIRE NOW underway, we can’t reiterate how excited we are to be able to attend SAP’s U.S. event. On Monday morning, Knoa’s CEO Thad Eidman gave a presentation to a packed-room on “Global End-User Experience: Strategies for Implementations, User Enablement and Engagement, and Sustainability.” Additionally, we hosted a customer roundtable with Kraft Foods. The event featured Thad, along with Kraft’s North American SAP Support Manager Jane Von Kirchbach, and discussed the implementation of Knoa’s SAP EUM solution.
As you can well imagine, it’s been a busy week for Knoa.
Read more…
I was going over last-minute details of our presentations and exhibits for Sapphire on Sunday when I remembered The Players Championship was being contested at TPC Sawgrass in Ponta Vedra Beach, which is just a little over two hours up the road from my hotel in Orlando.
I turned on the television in my room to catch the last few holes of the tournament and I was amazed at the sheer will and desire David Toms demonstrated in fighting back from a few strokes off the lead, to tie the tournament and then force a playoff with K.J. Choi.
Read more…
Sapphire NOW is just around the corner and we’ve got our location all staked out and our booth ready to unpack, so we can take full advantage of presenting our newest offerings.
This year Knoa will be located at booth No. 2523 inside the Orange County Convention Center in Orlando, with a display that will allow customers to speak with Knoa executives in our private meeting booth. We’re already accepting reservations for our customers to meet with CEO Thad Eidman; EVP Mohit Bhatnagar; Lori Wizdo, VP of Marketing; Skip Moore, North American Sales director; and Bogdan Nica, director of SAP EUM product management. You can even send an email to your customers, urging them to come and meet with us, simply click here.
Read more…
Here is something that I see all too often, it’s 12 months after the ‘go-live’ of your new SAP business system and the decision to invest was based upon a sound business case. The management team expected to cut costs, bring innovative products and services to the market faster, improve compliance with regulations and optimize end-to-end execution on core business processes.
However, something happened along the way to realizing the expected return on investment, and the projected business improvements haven’t materialized. Read more…
An article by Patrick Thibodeau of ComputerWorld recently caught my attention. The story focused on the increase in calls to the Help Desk in 2010. Yes, that’s right, a rise in the number of end-users reaching out their organization’s Help Desk to ask for assistance in dealing with IT problems was the recent focus of an HDI (formerly known as the Help Desk Institute) report.
Now I read another research report a couple years ago that stated, on average an end-user will incur the same problem 8 times before calling the Help Desk. Understanding end-user Read more…
I read an interesting article by Bojan Simic, president and principal analyst at TRAC Research, recently. In the article Bojan noted how many companies have abandoned the assertion that they are application performance management (APM) vendors.
As he notes in the article titled, “Application Performance Management – The Journey of a Technology Label,” the term was a hot one to be associated with in 2008, but in the last two years the number of vendors linking themselves to APM has withered from more than 50 to roughly 30. That’s proof positive how quickly something can go from fad to unfashionable.
Read more…
An article detailing a recent survey from AppDynamics caught my eye the other day. Of 140 IT professionals surveyed, 67% stated they would not be migrating their applications to the cloud in 2011; with 54% stating they have plans in place to virtualize their applications instead. This goes against what we’re hearing from some analysts, who state the cloud’s time is now. But that’s a blog for another day.
This survey noted what we’ve been realizing for a few years now, that applications are getting more complex. According to the AppDynamics’ survey, SOA, Agile development and virtualization add to that complexity and organizations are finding new ways to monitor and manage these applications. In fact, 88 % of the respondents stated their organization has suffered at least one severe problem in Read more…
Knoa doesn’t sell CRM solutions. But, many of our customers use Knoa’s end-user monitoring solutions to measure the experience their CRM system is delivering to their end-users, and to improve end-user productivity and performance when using that CRM system. In the course of working with our customers, we have discovered countless examples where insight into agent experience and performance was used to improve the business results from the investment in CRM systems. So it wasn’t surprising that earlier this week I was asked by the editor of a CRM publication, to explain why an effective end-user management program should be a core part of a CRM implementation.
