Trends in CRM

Trends  in CRM Conclusion: Customer Relationship Management (CRM) is undergoing major changes. The addition of features, analytics, and high quality data measurement gives users more options than ever to explore how their various customers interact with their...

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Current Research

Service resilience - A defining factor of the user experience

The digitisation of services that used to be delivered manually puts the spotlight on user experience as human interactions are replaced with human to software interactions. Organisations that are intending to transition to digital service delivery must consider all the implications from a customer’s perspective. The larger the number of customers, the more preparation is required, and the higher the demands in terms of resilience and scalability of service delivery. Organisations that do not think beyond the business-as-usual scenario of service delivery may find that customer satisfaction ratings can plummet rapidly.

Privileged users that turn malicious - rare but formidable

The probability of an inside attack is hard to gauge and depends entirely on the inner state of the attacker, but the impact can range from inconsequential to disproportionately vast. CIOs must assess the risk of a malicious insider in the context of their organisation’s information assets and risk management priorities. Astute CIOs will know that technology alone will not mitigate this risk, and that an ongoing interest in the wellbeing of staff is vital.

What is Active-Active storage good for?

As storage vendors increasingly include active-active storage in their proposals, IT Executives must move beyond a naïve understanding of what it is, to a deeper understanding of the scenarios under which it can deliver a benefit, the risks it mitigates, and where is fits within the overall redundancy and availability architecture. Since active-active storage typically comes at a significant additional cost it is important that a cost/risk/benefit analysis be undertaken to avoid paying an unnecessary premium that becomes a burden on the business. This cost/risk/benefit analysis can only be done in the context of the organisation’s specific application portfolio.

Windows downgrade rights, XP and legacy applications: Resistance is futile!

Organisations that need to run legacy applications under Windows XP will no longer have access to economically sustainable options. In short, there is no way to maintain an XP environment without Software Assurance, and thus there is no practical way for an organisation to continue to run legacy applications without investing in Software Assurance or Enterprise Agreements for the desktop. Organisations should factor in the significant licensing costs when considering the business case for continued support of ‘XP only’ to legacy applications.

Collaboration requires management

For many good reasons collaboration is seen as a means to improve productivity and kick-start innovation. Both productivity and innovation are how organisations can raise their effectiveness and competitive edge. However, simply ‘doing collaboration’, as though it comes as a readymade solution, is a certainty to fail. Collaboration needs governance and management. The expectations have to be established and the tools to achieve an organisation’s goals need clarity and agreement. The biggest factor is people and culture, and how these respond and develop over time.

Assess the business systems portfolio before allocating IT resources

Equitably allocating IT resources to competing proposals can be simplified by conducting a business systems portfolio assessment in advance with stakeholders. Without the assessment, management will find it hard to reach consensus on where to best allocate their IT investment and skilled resources.

The future of IT outsourcing contracts

80% of traditional outsourcing 1contracts established in Australia during the last 25 years were renewed with the same service provider. However, with the emergence of public Cloud, IT organisations should examine the feasibility and cost-effectiveness of migrating to public Cloud prior to renewing the existing outsourcing contracts.

Circles of Control and Influence will ensure better project reviews

Project Management in organisations is commonplace. Reviews are essential, but often overlooked. Project reviews completed during the life of a project should include appropriate stakeholder groups and focus areas. Reviews that are inclusive of the groups not directly involved in the delivery of project activities and objectives can assist in identifying communication and brand perception issues. A clear and concise review program applied to projects can increase the likelihood of project success and improve the organisation’s brand image.

Sourcing Monthly February 2014 - March 2014

Security continued to be a major concern during March, with particular focus on new privacy regulations (Privacy Amendment Act) that came into effect on March 12th. A lot of interest was generated because of the extensive measures and associated fines for breaching the new Australian Privacy Principles (APPs). The APPs focuses on protection of sensitive information and integrates information security policies which are already in place. Of most interest were the significant changes, the fact that many companies were not sufficiently prepared and the high fines for breaching the APPs. It displays an increased concern and focus on establishing security solutions and a requirement to engage external providers to assist with response measures as well as illustrating the need for strong government regulations to prevent misuse, loss or inappropriate access to sensitive data, facilitate breach detection and to establish responses for security breaches.