This first-of-its-kind e-book on Recurring Revenue Innovators showcases 29 real-world examples of smart businesses that have boldly exploited recurring revenue business models to expand markets, boost sales, and reap greater profits. These daring recurring revenue innovators, many in the Fortune 1000, offer inspiring case studies on how to use recurring revenue models in new, innovative, and impactful ways. These cutting-edge […]

The use of too many communication channels can actually hinder collaboration. That’s why many organizations are now moving toward a single interface for all business communications. “Enterprises realize they must improve the communication and collaboration experience but are still figuring out how social media integrates within corporate culture and business process.” This Yankee Group white paper explores how built-for-business social […]

A transformation of the workforce has altered end user expectations and business needs, driving the need to build flexible, simple, and scalable remote support solutions – all while keeping support costs down. Organizations are now looking to implements best of breed, intuitive customer engagement solutions that give professional help desk and other support professionals on demand productivity and provide quick […]

Today’s remote support solutions, including remote control, desktop sharing, and web collaboration, offer much more than just remote control for PCs. Their functional footprint is expanding to include support for more devices and richer analytics for trend analysis and supervisor dashboards. Dozens of case studies provided by remote support vendors clearly document that adoption of remote control capabilities can have […]

Companies have long emphasized touchpoints—the many critical moments when customers interact with the organization on their way to purchase and after. But this focus can create a distorted picture, suggesting that customers are happier with the company than they actually are. And it distracts from the more important picture: the customer’s end-to-end experience.  In their research, the authors—partners at McKinsey—have […]

Support organizations are implementing new technologies and processes to better connect customers with technical support teams, and customer satisfaction is paramount. However, most organizations admit they’re not proactively aligning their priorities with their customers’ expectations. Are the needs of the support team different from what customers want and expect? Recent research by HDI delves into the two groups’ expectations and […]

MGI Research has just awarded Aria Systems with its highest ranking among cloud billing companies, in the 2015 MGI 360 Ratings. According to the MGI 360 Rating, customers cite Aria’s exceptional capabilities in managing complex billing requirements across corporate hierarchies, geographies, currencies, and billing modalities. The rating also notes “Customer satisfaction is high, in part due to the flexibility of […]

The funny thing about geeks is they like to work. The trick is to create an environment where technical professionals can let their natural motivation thrive and avoid demotivating them. This brief guide by Paul Glen, CEO of Leading Geeks, explains how to achieve these two critical goals when managing IT pros and other technical staff. (And yes, free food […]