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Chief technology officer Barry Golding is meeting with Mathews & Company's department heads to ask for another round of investment so he can begin implementing customer relationship management software at the menswear chain. For months, he has been the CRM project's cheerleader. It was Barry who proposed it on the grounds that it could help achieve the CEO's goal of increasing the company's "share of closet." It was Barry who got the department heads to "blue sky" an ideal CRM system that would give them genuine insight into customers' preferences. It is Barry whose reputation is at stake. But he quickly loses control of the meeting. One department head is disappointed that so few of her wish list items are in Barry's latest plan. Another is sour on the project now that he's discovered he won't get any payback for two years. The CEO, who has given the project his blessing, isn't present to back Barry up. Barry can't see what he could have done to keep the department heads on his side. But a friend later tells him about what she calls the "blue sky paradox": You have to get people to dream big to sell a project, but by doing that you set them up to be disappointed. What can Barry do to save the project? Commenting on this fictional case study are Nathaniel Leonard, the supply chain director of Goodyear's Engineered Products business; Andrew McAfee, an assistant professor at Harvard Business School; Barry J. Gilway, the executive vice president of Zurich North America Services; and John Freeland, the managing partner of Accenture's CRM practice. [ABSTRACT FROM AUTHOR]

The article focuses on the findings of the 3rd Annual End User Study conducted by the journal "Vertical Systems Reseller" in the U.S. which state that to obtain small businesses' information technology (IT), resellers should offer all aspects of the business. The study suggests that resellers need to offer more than just technology and should listen to their customers, particularly on their needs. Moreover, the results show that small businesses expect their IT partners to have a good understanding of the technologies they offer.

Reports on the role of information technology in the air travel industry in the U.S. as of April 2002. Importance of customer service in determining purchasing decisions in travel; Information on the software of the company Uniglobe Travel International for searching airfare prices; Facts on the Web sites of airlines.

The article reports on the expansion of Hungerford, Aldrin, Nichols & Carter's venerable information technology consulting practice into a new niche creating and storing web sites in the U.S. It considers the Internet as the way business will be transacted in the 21st Century. The firm has a technology committee responsible for the content and design of the site, but almost everyone at the company is involved in some way. In addition to promoting the enterprise, the site also helps in delivery of services. INSET: Firm profile.

The article discusses issues related to the concept of application management in relation to information technology. According to the author, application management is a software that manages the availability of network-centered applications within an organization. Application management from industry perspective has something to do in making sure the applications and tools are provisioned so they do job intended. The article claims that application management optimizes the user experience by managing service levels and compliance mandates.

Reports on the business-technology priorities of the executives in the U.S. Enhancement of customer service; Utilization of customer-contact software; Increase of annual revenue.

The article presents a profile of IT startup 24/7 Customer. 24/7 caters to U.S. corporations' love affair with outsourcing operations to India. Despite competition from big, established Indian players like Wipro, Infosys, and Tata Consulting, 24/7 has assembled an impressive list of blue-chip customers, including two of the top five credit card banks, one of the top three overnight couriers, one of the biggest software companies, and one of the largest ATM manufacturers. Unlike its Indian rivals, which specialize in software development, 24/7 has staked out the much more prosaic field of customer service and technical support--it routes customer calls via the Internet to India and answers them there. Managing phone banks generally drives CIOs nuts. Operators' computers frequently go down, and they are typically not savvy enough to fix glitches themselves. Supporting such operations eats up loads of IT staff time. 24/7 eliminates this headache, and its software also enables customers to monitor how their contract reps in India are doing. America's race to outsource has made 24/7 thrive: Sales are running about $30 million a year, with pretax profits approaching $5 million.

The article reports on the use of the route optimization software by waste management companies in the U.S. to save money and improve customer service. Ewe-Leng Lim, chief knowledge officer at the Institute of Information Technology (IIT), a route optimization software provider, says route optimization involves the creation of the least amount of routes to service customer stops and sequencing those stops efficiently to minimize travel time or distance. He adds that it can also include details as to when drivers should leave for the landfill.

The article illustrates the significance of using information technology (IT) for companies like JetBlue Airways Corp., Netflix Inc. and BNSF Railway. Although JetBlue is a low-fare airline, the main contribution of IT to competitive advantage has been in supporting a customer-friendly strategy. According to JetBlue CIO Todd Thompson, the key to technology as a strategic advantage at the company is a very strong partnership between IT and marketing. The Web site of Netflix provides a better customer experience than its major competitor. It offers features such as customized recommendations and separate queues for each family member. The true source of the company's competitive advantage is Netflix's investment in proprietary software for inventory management, logistics and shipping. INSET: Nick Carr Backpedals...Just a Bit.

Suggests ways to make the right choice between implementing a packaged computer software solution and using internal or external information technology resources to build one. Challenges of the ground-up approach; Time and effort involved in replicating the available features of a major customer relationship management system; Argument regarding packaged software.

The article presents information on several information technology (IT) shops that are testing new ways to use the latest technologies to increase revenue, and improve customer service. The Community College of Rhode Island in Warwick is working on VM-ware's View and Liquidware Labs' ProfileUnity software to bring virtualized applications for 18,000 students at the university. The American College of Physicians (ACP) is testing a mobile version of its medical knowledge self-assessment program.

The article reports that BMC Software, a leading global provider of enterprise management solutions that empowers companies to manage their information technology (IT) infrastructure from a business perspective, has announced its support of IBM's updated DB2 9 for z/OS offering. As part of a comprehensive, integrated approach to addressing high-priority customer problems in the industry, BMC delivers its Business Service Management (BSM) across mainframe and distributed systems. According to Ralph Crosby, chief technology officer of BMC's Mainframe Service Management business unit, BMC has been working closely with IBM and the DB2 9 for z/OS beta test customers to improve and test the new features available in DB2 9 for z/OS.

The article focuses on the transitions of business enterprises on their application strategies to cope with the changing profile of consumers in India. It states that India's enterprise mobility has been anticipated to reach $1 billion in 2015. It mentions that telecommunication operators are already set to offer enterprise mobility on their clients. It adds that cloud computing has become the fundamental platform in which a particular business operates.

The article focuses on the problems of several customers related to information technology (IT) and the solutions offered by the concerned organizations. It includes the problem of New South Wales-resident Steve Schier, who could not get technical help when the Mind Your Own Business RetailManager software did not connect with the server. New South Wales-resident Nathan Carter complained that his N95 cellular telephone had poor reception and battery life. When he complained to Nokia Corp., the officials said that it would take six weeks time. Nokia Australia's Communication Manager Louise Turner replied to the journal that someone from the Care team will contact Carter and solve his problem.

The article discusses the rebranding of Compuware to its Compuware 2.0, in putting again the good services to its enterprise customers and realigns its products and services towards a common set of objectives in Detroit, Michigan. It says that the Compuware 2.0 brings viable old-school Information Technology (IT) company into the new world while holding onto its core values of customer service. According to the article, the company officially selected its new company logo, a three-dimensional guitar that signifies the role Compuware that intends to play in rocking IT world. Moreover, the chief executive officer of Compuware Peter Karmanos is looking to make the company more responsive to market change.

The article reports on the plan of eFashion Solutions to spend its fund on developing new software and improving its information technology infrastructure and customer service in 2006. It reveals the budget of the company for the project. Moreover, it mentions the number of Web sites that are being hosted and managed by the company for its clients. The partners of Bernie Brennan, chairman of the company, in the cash infusion include ABC Capital Partners and Piper Jaffray PEP II.

Focuses on the lack of management of domain in information technology. Reliance of companies on information technology to implement technology solutions; Need to understand customer retention; Provision of operational data to data center administration, asset management and project management; Origin of information technology governance solutions from software vendor tools.

The article focuses on the use of infrared cameras by supermarket company Kroger Co. to reduce the amount of time customers spend waiting in checkout lines. It states Kroger has reduced the wait time of the average customer from four minutes to 26 seconds and comments that Kroger's information technology department developed software to predict the length of time customers spend at each store depending on the time and day. It mentions retailer Wal-Mart's development of an iPhone scanning system.

The article looks at the information technology (IT) solutions assembled and operated by Arch Auto Parts at its Atlantic Avenue branch in Brooklyn, New York. Topics discussed include Arch has used the Epicor Ultimate suite for managing its business operations, and new IT solutions spent by Arch like the Allworx VoIP system for customer service operations and the Bank of America cash management solution for billing purposes.

The article reports on the move of International Business Machines Corp. (IBM) to take step on Information On Demand (IOD) initiative. IOD is designed to help businesses better manage and gain deeper insight into data. As part of the initiative, company officials have introduced computer software tools and industry-specific information models, blueprints and consulting services for enterprises to value more its business data. It states that IBM's move is a way to demonstrate better business value and communication to staff and customers.

The article offers information on the services of Dell Computer Corporation. It states that the company can assist in streamlining the purchasing process by costumers through providing a single point of contact for all accessories and software. It further notes that the company has a low cost structure that allows the passing of savings to its costumers. It also reveals that the company has a wide selection of software licensing from its line up of over 200 software partners. It also mentions that the product offerings of the company is continuously updated and studied to meet the needs of the costumers and include various choices of security solutions and other operating system.

The article reports on the comments of the information technology (IT) users concerning the enterprise open-source software offerings of Linux in the U.S. Open-source technologies is stated to allow customers to get into the product life-cycle process and communicate with the software vendors before it starts designing their product. During the Open Source Business Conference on May 22, 2007, the users explained the benefits and shortcomings of the open-source technologies. The users indicated that the Linux vendors should update their enterprise products and give their consumers more guidance about the content of their services.

The author reports on the utilization of Web-based remote control software for value added reseller (VAR) companies in the U.S. The remote control software includes Reach from LogMein company and GoToAssist from Citrix Systems Inc. It was found that the use of the two software enhance the technical support of organizations provided to end-users and increase customer loyalty. In addition, it states that the software can also be used by information technology companies for training purposes, monitoring risks, and offers connection between computer servers.

The article focuses on information technology (IT) help desk applications. These software record and resolve end-user computing problems and keep historical data about continual problems. There are some products that are related to these software but not included in this category like the call center applications because they focus on customer service, rather in IT help desk.

The article reports on Mercury Interactive's launch of Systinet 2, a combination of integrated governance, testing and management tools. Systinet 2 features an enhanced dashboard, user interface and reporting capabilities for tracking various services and application components within an SOA market. The company bolstered its credentials in the service-oriented architecture (SOA) market through the launch of the program.

The article discusses the concept of software as a service (SaaS) model used in customer relationship management. Value-added resellers, solution providers and software vendors across application categories are flocking to provide the SaaS model, but information technology organizations are struggling to determine how SaaS fits into their architecture. The SaaS model is changing how companies evaluate and buy software. It also forced a fundamental shift in how software companies view the customer experience.

The article shares the experience of APC readers who deal with new computer users or incompetent IT administrators. Lauren Haynes has been working in IT service desk for about five years. He recalls about a conversation with a new computer user who is having problems in logging in. One admission that strikes fear into any IT support person is when the end user says that he has removed some unnecessary files. Developer and APC contributor Tim Buchalka recalls about such an instance. A certain long-suffering corporate IT support manager tells of one user who rang him in a panic from home, claiming her Outlook's new message icon was missing. Some technicians also create problems. One example is the technician who sets up every user on the network as a local administrator--because when someone logs in for the first time, Word has to install some components and it can't do that if they're not the administrator.

This article reports that Thurrock Council is hoping that new information technology (IT) systems will improve the services it provides to its 147,000 citizens. The Essex council signed a £427m, 15-year services contract with vendor Vertex Inc. in April 2006. Under the terms of that deal, Vertex will install £10m worth of new technology products. Thurrock Council managing director David White said the deal should improve quality and responsiveness. Vertex will upgrade many of Thurrock's IT systems, and install finance software from Oracle alongside a new customer relationship system and street management software.

The article reports that public transport giant First Group PLC has upgraded information technology across its customer service division to improve its response to travel enquiries and complaints. FirstInfo, the subsidiary that provides travel information and customer contact services for local bus companies and train operators First ScotRail, Great Western and TransPennine Express, has upgraded its contact centre management systems. Working with telecoms and IT integrator DeTeWe, FirstInfo has installed Aspect Software technology at its Fort William centre in Scotland.

This article reports that Salesforce.com Inc. unveiled a marketplace for showcasing and exchanging hosted applications. This could offer a powerful base for information technology buyers collating software services beyond Salesforce's mainstay customer relationship management tools. AppExchange will let developers programming for the Salesforce platform make their applications and components available under their own terms. A web site populated with 35 Salesforce programs and the same number from third-parties is available now, and the service will be supported in the Winter 2006 release of Salesforce.

This article focuses on the implementation of LiveTime Support Desk in Prescott, Arizona. Prescott with population 38,000 is in one of the fastest-growing areas in the country, and the city government's IT needs have increased with its size. The IT department has grown in just a few years from two employees and 100 computers to 10 employees and more than 300 computers. Even with greater staffing, the demands on the department have increased, and its help desk software has failed to keep up. By the end of last year, the Prescott IT department had new requirements. It wanted to reduce the number of people walking in and calling with problems. It wanted to be able not only to track cases but also to track the assets behind those cases, that is, phones, computers and so forth. What's more, members of the IT department needed to travel to more than 20 sites in the city to do their work, and they wanted to be able to access the help desk system wherever they were. LiveTime Support Desk is Unix-based and runs on the Web using Java 2 Platform, Enterprise Edition.

Features the Centauri Business Manager version 3.0. Measurement of information technology (IT) service levels to align IT with business processes; Six sigma support.

Features the Centauri Business Server Manager V3.0 from Proxima Technology. Measurement of information technology (IT) service levels; Secure alignment of IT with critical business processes; Inclusion of modular architecture.

Reports that Logility Inc. will reveal plans to provide hosting and management services for its suite of Internet supply-chain applications. Implications of the management service; Features of the supply-chain application; Comments from customers of Logility Inc.

The article focuses on the factors to be considered while preparing spa management software for hotel spas. The software needs a high level of sophistication to accommodate the various variables offered by a standard spa service and provide a professional and quality service to the clients. It mentions spa bookings as the most complicated bookings to be made by a hotel. It suggests to install an Information Technology infrastructure with one central database is kept under one client record.

The article reports that Cephalon Inc. has provided its sales representatives with Pocket PC units which run Cegedim's Target Mobile computer software. Cephalon can accept sample requests electronically. The requests can be transmitted electronically from the field for next day processing and shipping. Target Mobile is a component of the Target SFA suite, a computer software built specifically for pharmaceutical companies. Target Mobile allows Cephalon sales representatives to view and manage a wide variety of sample requests and capture medical professional signatures electronically.

The article presents information on various Web sites related to the field of accounting and information technology. Tax.CCHGroup.com is the Web site of choice for the tax and accounting industry. Integrated with the complete offerings of CCH Research and ProSystem fx Office products, as well as the tax and accounting tine from Aspen Publishers, it is the single source for the industry's most advanced research and software tools. Creative Solutions offers a comprehensive line of integrated write-up.payroll, client accounting, depreciation, trial balance, tax, tax planning, and practice management software, as well as web building and client portal services for practicing accountants.

The article focuses on the role of operation technology (OT) and information technology (IT) in technical development and role of advance technology in combining OT and IT systems. It mentions the association of OT to control based systems such as Distribution Management Systems (DMS) and Supervisory Control and Data Acquisition (SCADA). It mentions the role of IT and OT in distribution organizations include improves system performance, customer satisfaction and reduces costs.

The article predicts the growth of the utility billing and customer information systems (CIS) software and services market to 4 billion dollars by 2017. According to a report from Pike Research, electric utilities have been developing replacement strategies to avoid obsolescence, taking a more customer-centric approach across their businesses. Wholesale information technology (IT) transformation and other billing and CIS replacement strategies are discussed.

The article presents news items related to the information technology (IT) industry in Great Britain. The British government has declared a guaranteed minimum broadband speed of at least 2Mbps to consumers in Great Britain. In order to win business from rival company SAP, Oracle Corp. has announced the release of a new line of software. The National Computing Centre (NCC) has launched an accreditation scheme against cost-cutting business managers.

The article informs that Hewlett-Packard Co. has completed its acquisition of Electronic Data Systems Corp. (EDS), creating a company that will offer private and public sector information technology (IT) directors hardware, software, services and outsourcing to compete with International Business Machine Corp. (IBM).The $13.9bn purchase provides HP with EDS' capabilities in healthcare, government, manufacturing, financial services, energy, transportation, consumer and retail, communications, and media and entertainment. HP is seeking to target the largest users of IT, both HP and non-HP customers , with a suite of products and services.

The article reports on move of Abbey company to conduct trials of automated customer service technology as part of its plan to open an additional branches in Great Britain. It is stated that the company has planned to use the technology to enhance its customers' experience of services in its new branches. Accordingly, it points out that is a natural expansion for Abbey to put more branches of its business as the transformation of its information technology (IT) platforms Partenon will be completed in 2008.