OSF Global Services

CRM and KM integration: its time has come [PDF File]

Until very recently, customer relationship management (CRM) and knowledge management (KM) have been a bit like apples and oranges. Each is valuable to your business in its own way, but for the most part functioning separately. But now, to continue the metaphor, it’s time to toss them together and for very good reasons.

The role of CRM in integrated customer service management [PDF File]

When you think about CRM, do you think first (and often only) of one department in your company? For instance, some companies use CRM for sales management and/or to handle marketing campaigns and market segmentation. Others use it for knowledge management. And some companies use CRM in the customer support department providing service management.

But the role of CRM can be more than just a tool for sales force automation, marketing or customer support. In fact, CRM can help you automate your business processes and integrate every client-facing department with your service organization, resulting in increased customer satisfaction, long-term relationships and increased sales.

SaaS CRM vs. On-premise CRM: which is the right choice for your business? [PDF File]

Any quick Google search or a quick scan of industry blogs and articles reveals varying (and sometimes conflicting) viewpoints when it comes to choosing the optimal way to implement CRM solutions. Everyone it seems is talking about Software-as-a-Service or SaaS-based CRM, on-demand CRM, hosted CRM, cloud options, on-premise CRM and hybrid approaches.

CRM Implementation Decision Criteria [PDF File]

You’ve selected your CRM platform. Now what? Will you implement the solution using internal resources or outsource the implementation to an external service provider? If you choose the latter, do your homework. Because teaming with the right CRM implementation partner with the right level of experience and knowledge can mean the difference between the success and failure of your entire CRM initiative.

API considerations in CRM vendor selection [PDF File]

This white paper compares leading CRM solutions on the basis of their API readiness: included, not included, or not included/open source. It also provides recommendations for additional integration friendly features and some practical tips for choosing the best integration friendly CRM solution.

How to choose the best CRM implementation partner for your call center [PDF File]

In the era of multi-channel communications, the Service Management and Customer Support features used in Call Centers, along with the Sales Force Automation (SFA), are among the most common functionalities of a Customer Relationship Management (CRM) solution. Very often, the call center runs using an Automated Call Distribution (ACD) solution without integrating it with a CRM solution.

How to choose and implement your cloud strategy [PDF File]

Cloud computing has the potential to tip strategic advantage away from large established enterprises toward SMBs or startup companies. How? Small talented teams can address a market need without pools of cash for IT infrastructure, dramatically reducing barriers to entry for most markets or market segments.

Demystifying the cloud for SMBs [PDF File]

YouTube. Skype. Facebook. Twitter. Flickr. If you use any of these services in your day-to-day life, then you are already using cloud computing. Look around your business, too. Chances are you are also using cloud services, but just not calling it that.

When and why it’s time to re-platform your ecommerce website [PDF File]

Technological advances and social networking continue to transform the online shopping experience. Meanwhile shoppers’ expectations are set by the best-of-breed ecommerce sites they frequently visit. That means your customers expect a visit to your webstore to be equally engaging, informative, responsive and personalized. At the same time, your ecommerce business faces mounting pressure to attract new customers, convert browsers into buyers, increase the size of each transaction and retain customer loyalty. Are you taking the necessary actions to thrive in this environment? Or are you barely keeping up?

16 tips for building an engaging ecommerce experience [PDF File]

This is it. This is the year. Your company is ready to make the move and launch your ecommerce website. Or maybe you are well established online. So now it’s time to make the move to new technologies (complete with the latest bells and whistles) and launch a re-platforming project. Whatever the case, building (or rebuilding) your ecommerce site can be a daunting task – one in which many stakeholders across all departments have a vested interest in its success.

The role of CRM in integrated customer service management [PDF File]

When you think about CRM, do you think first (and often only) of one department in your company? For instance, some companies use CRM for sales management and/or to handle marketing campaigns and market segmentation. Others use it for knowledge management. And some companies use CRM in the customer support department providing service management.

But the role of CRM can be more than just a tool for sales force automation, marketing or customer support. In fact, CRM can help you automate your business processes and integrate every client-facing department with your service organization, resulting in increased customer satisfaction, long-term relationships and increased sales.

Six Simple Steps to Improve Service Quality and Reduce Costs [PDF File]

This paper discusses Service Delivery Best Practices, explains what Service Management is, and how a strong service delivery QA process can help you meet business needs and deliver real business value. Benefits from improved Service Management include greater IT staff efficiency, improved service delivery to the business, less risk, and lower costs.

IT Outsourcing, the New "IT" for Start-ups [PDF File]

Outsourcing is by definition the greatest economic resource for startup companies. It’s basically designed to help them run their business to the fullest, especially in the beginning years, when profit is nowhere to be found and expenses are required.

IT Outsourcing Benefits for Healthcare Companies [PDF File]

Gartner analysts predict that by 2009, healthcare investments in ITwill increase by more than 50 percent, which could enable clinicians to reduce the level of preventable deaths by 50 percent by 2013.

Overcome Cultural Differences in the Outsourcing Process [PDF File]

According to recent studies from major Big 4 auditor, 69% of all outsourcing deals fail,completely or partially. The main reason for this is lack of cultural compatibility between the vendor and the client and poor relationship management.

Avoid Outsourcing Pitfalls [PDF File]

The potential issues and risks you should be aware in the outsourcing process. For every redundancy that a smart outsourcing project eliminates and every dollar that it saves, there are also risks in managing operations from distance.

The Real Cost of Outsourcing [PDF File]

You would be surprised to find out that the final sum up can be almost 65% more than estimated. This is an estimated figure according to our calculations revealed in this white paper.

The Extensive Outsourcing Checklist [PDF File]

How to Select the Right Outsourcing Vendor. When it’s time to find an outsourcing provider, many companies just call up the old RFP file on the computer, change a few details and email it to the standard list of providers.

Steps to Select the Right Outsourcing Vendor [PDF File]

The process of selecting an outsourcing vendor implies a complex multistage process to evaluate not only what the provider can do, but also the way it’s done. If your project ends up in the wrong hands, it could endanger all your business plans.

Solutions for Staffing the IT Department [PDF File]

In solving the problems that appear in staffing the IT department of your company, there are two main questions you should answer: What is the right IT staffing model for your business? and Should I outsource the IT department?

IT Outsourcing Reasons for SMBs [PDF File]

Start-ups and small enterprises have specific needs that few outsourcers can address correctly. Affordable IT solutions that are easily to install and configure, service/support requirements and, most of all, integrated ready-to-use methodologies and tools.

Why you Should Outsource your Software Testing [PDF File]

Software testing is crucial, but it is certainly not the core activity of most organizations that need it. Outsourcing this process will allow a company to focus on it's core activities while software testing experts can handle the work proficiently.

Mitigate BPO Security Issues [PDF File]

Business Process Outsourcing (BPO) is a common practice these days: from front office to back office, HR to accounting, offshore to near shore.This white paper aims to give you some practical tips on what to ask and to expect in an outsourcing relationship, in terms of security

BPO, an Effective Answer to Financial Crisis [PDF File]

Who wins and who loses from the crisis? In addition, what are the ways in which a company can use BPO services to consolidate its position in this crisis-affected market? This white paper will provide you with answers to these questions.