Why & How Service Companies Should Get Started on their IoT Journey

Framework to Identify IoT Opportunities

Many service companies have incorrectly assumed that the Internet of Things (IoT) does not apply to them because they don’t make “things” and therefore cannot benefit. The truth is that there is immense potential for service companies to leverage IoT to accomplish goals that fall into five main categories:  increased revenue, lower operational costs, differentiated

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10 Tips to Guide a Customer Experience Improvement Initiative

CIOs and CMOs Should Co-Lead Customer Experience (CX) Initiatives

CIOs are in a unique position to co-lead a customer experience (CX) improvement initiative. First, they generally have a good understanding of key business processes that engage and support customers across the entire CX lifecycle – from sales, to product and service provisioning to support. They also have a fairly good understanding of the business

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Software-as-a-Service: IT Skills for a New Generation of Computing

With the increasing adoption of SaaS as a viable means to provision new enterprise and niche-based applications, many of the traditional skills required by IT organizations are becoming less and less relevant. Essentially, these skills have transitioned to the SaaS vendor. However, SaaS gives rise to a new set of skills that most IT organizations

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Software-as-a-Service: The Changing Roles of IT

Is IT a function, an organization or a vocation? Going forward, the answer is yes to all three. As a function, the selection, deployment and use of information technology will become the responsibility of the lines of business (Customer Service, Operations, Engineering, Supply Chain) and support functions (Finance, HR, Legal, Sales, Marketing). Information technology will

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Software-as-a-Service: The Changing Roles of CIOs

CIO "Competency Arc"

Companies, divisions and departments alike have created a boom in cloud-based Software as a Service (SaaS) applications provisioned through providers such as Salesforce.com, Workday, Marketo and many others. The attraction of SaaS vs. the traditional on-premise model of provisioning applications is compelling for almost any size organization or team that wants to deploy new business

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Software-as-a-Service: Suggestions for Mid-Market CIOs

Senior IT leaders and CIOs considering integrating new SaaS applications with on-premise systems will have to solve thousands of problems along the way. But don’t let that be a showstopper. Even though SaaS is relatively new, most of the implementation issues have been solved before and now include best practices for repeating successes. Experienced third-party

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