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Here we go again - another post about the importance of customer service.  The reports keep coming in, but do we really believe them?  When businesses are being forced to run leaner than ever it is difficult NOT to make cuts in all areas, including customer support. After all, will people really notice?  Maybe just a little cut won't be noticed...will it? In their recent Customer Experience Index Report, Forrester Research reminds us that "Your [...]

Considering FreeWare?  Make sure you ‘Count the costs'! Your parents may have told you that nothing in life is free.  Well that's not entirely true; we all take advantage of Internet ‘freeware', but in fact someone, somewhere is sponsoring the ads that support the ‘free' downloads we all see.  Your parents were probably right to counsel you to be wary and look deeper. When it comes to software it can be very tempting to take [...]

The Sarbanes-Oxley Act of 2002, also known as the Public Company Accounting Reform and Investor Protection Act of 2002 has brought sweeping changes to agencies and businesses since its introduction a few years ago.  Sarbanes-Oxley is concerned with the transparency and accountability of information, and presents new requirements for how public companies record, track, and disclose financial information. Firms must comply with these diverse regulations, depending on where, how and with whom they conduct their [...]

Saas, Software as a Service, or 'hosted' software, has become a popular choice for many organizations, and the momentum continues to grow.  In 2005 SaaS Software as a service represented only about 5 percent of business software delivered.  Gartner projects that the market is poised for strong growth through 2011, when worldwide revenue is projected to reach 11.5 billion, or 25 percent. With this growth in mind, let's look at some of the benefits of the [...]