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.
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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.
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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.
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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.
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I was reading some of my favorite blogs yesterday and came across a post by CIO editor Thomas Wailgum (@twailgum). The post, “Throwing Enterprise Software Vendors Under the Bus,” discusses the fact that although ERP customers continue to complain about on-premise enterprise software, they also continue to buy it – and lots of it.
Wailgum goes on to pontificate why this is the case – is it the true definition of insanity (the 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.
