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      • Business Continuity Management Systems

        This downloadable extract focuses on the practical elements of business continuity management and considers them from a management system perspective: Where should the emphasis be when it comes to fitting your Business Continuity Management (BCM) arrangements into a management system? The chapter uses six phases of the BCM lifecycle as a focal point and offer top tips for you to consider when developing your Business Continuity Management System (BCMS).

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      • Guide: Maximizing the Value of Cloud for Small-Medium Enterprises

        Cloud computing models are promising significant cost, scalability, and agility benefits, but is there a business case for small business owners to move from traditional IT provisioning to a cloud-based solution? And, if so, how can small business owners adopt the cloud? This guide is designed to help small business owners navigate through cloud services and identify those that will best help them to meet their needs.

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      • Mobile cloud services: Revolutionizing the enterprise

        Cloud services may be the best way to deliver mobile applications to enterprise customers, due to the range of services that providers can offer from their carrier-class data centers and networks. In addition, cloud providers have a unique ability to help enterprises manage mobile devices as interest in bring your own device (BYOD) initiatives grows. This handbook will offer information on new cloud-based mobile services and provide guidance on architecting the cloud for mobile device management (MDM), location-based services and security requirements. We will also address managing the network to minimize problems in application performance and delivery.

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      • Getting ready for NFV: Master the basics and nail the RFP process

        Network functions virtualization (NFV) is designed to reduce network cost and complexity by virtualizing network equipment onto switches, servers and storage. NFV has the potential to bring service providers savings on capital equipment and network operations costs. It also promises to make real the dream of managing legacy network components and virtual resources as one. This TechGuide provides you with the background you need to move forward with NFV: A primer on what it is and how it can help you, an overview of how existing systems can be adapted to NFV and a guide to how to draft an RFP specifically for NFV.

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  • Forging the path to tomorrow's CRM

    Perhaps no two words have more of an effect on business today than "customer experience." Consumers have a wealth of options for buying products and services -- and they're not shy about letting the social media sphere know when they’re not happy. To keep them coming -- and coming back -- organizations need to ensure that the experiences they’re serving up are nothing less than stellar.

    In our e-book series, The Risks and Rewards of Customer Experience Management, readers will get practical advice and real-world insight into strategies that place the focus of organizations' operations and processes on their customers. The first chapter concentrates on automation in the contact center. It will explore the technologies, such as interactive voice response and virtual agents. And it will examine what organizations need to evaluate when deciding which processes to automate and which areas will always need a human touch. The second installment delves into digital marketing, mobile applications and social media. It's no longer enough to send the same message to all customers; messages now must be personalized -- and soon, based on where customers are at any given moment. The chapter will look at location-based automated marketing and the pros and cons -- including the loss of privacy -- associated with such practices. The final chapter digs deep into the role of analytics in customer experience management plans, scrutinizing data harvesting methods and ways to use big data to augment customer experiences. And the chapter will look at times when knowing all about your customer goes horribly wrong.

  • Market trends tell the future of predictive analytics deployments

    Predictive analytics employs statistical or machine-learning models to discover patterns and relationships in data, thereby enabling the prediction of future behavior or activity. Long used by credit card companies, predictive analytics -- and now self-service predictive analytics -- is making inroads in organizations of all sizes. Based on a survey of more than 3,000 IT and business professionals, this report analyzes their responses to provide information on implementation status, maturity of implementations, value and vendors of predictive analytics tools.

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