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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My attention was recently drawn to an article by Chris Kanaracus of IDG News which focused on Forrester’s findings that indicate the economic downturn’s effects are still being felt within IT departments, although not as drastically in 2010 as they were in 2009.
As I read the article and report, I got to thinking how this ties into the 3rd annual IT Adoption Report that was underwritten by Knoa, Neochange, datango and iRise. The joint report, issued this winter, provides insight into the drivers and actions for maximizing software adoption and value.
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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.
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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.
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Opening day of the Major League Baseball season always conjures up the memory of a little girl listening – on a transistor radio — to Nellie King and Bob Prince broadcast the play-by-play of the Pittsburgh Pirates season.
I was a little too young to have been cognizant of the 1960’s World Series win, but I keenly remember the first Yogi Bera malapropism that I ever heard. It was his justification for the 1960 World Series loss (which apparently had nothing to do with Bill Mazeroski) .
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With so many companies downsizing over the past two years there is plenty of shelfware in the enterprise. But as we collect more usage patterns through our adoption engagements I am convinced that shelfware is really not your biggest software usage problem.
Q: What’s a bigger problem than owning too many unused licenses?
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We have just finished our 3rd annual IT Adoption Insight Report. I hope you like it.
The survey results show current application development and support practices both struggling. It is true that for some time the squeaky wheels often receive a greater share of development dollars and that support is mostly reactive. But, under the pressure of the recession the requirements communication process has not improved and restricted end-user support budgets are getting chewed up by the problem children.
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This is a guest post by Chris Dowse and can also be found here.
I live in Marin county in California, very close to Mount Tamalpais. Mt. Tam to locals. What is striking about Mt. Tam is how the treeline abruptly stops at a certain point up the mountain. A point where clouds have already sufficiently cooled, condensed and dumped their valuable rain. This is a common weather phenomenon; and it is also characterized by a lack of rainfall on the other side of the mountain – aka the RAIN SHADOW.
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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 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.
