The document discusses trends in customer relationship management (CRM) from 2009. It notes that CRM is shifting from transactions to interactions and customer experience management. As customers use multiple channels to engage with companies, there is a need for organizations to adopt a holistic multi-channel CRM strategy rather than managing channels separately. However, many companies are not analyzing customer interactions across channels or taking a unified view of the customer experience. Social media is also transforming customers into more vocal participants in conversations about brands and products. The key is for companies to maximize the customer experience through a collaborative, cross-channel approach.
In this presentation we will discuss the various business architecture of e-business while also discussing ways of effective e-business management.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit:
http://www.welingkaronline.org/distance-learning/online-mba.html
In this presentation, we will discuss the e-business architecture, multilayer architecture for e-business sites and various e-business areas. We will also talk about the evolution of e-business and potential of various e-business applications.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit:
http://www.welingkaronline.org/distance-learning/online-mba.html
E-business has varied components; they include merchandise planning and analysis, inventory management, knowledge management and customer relationship management. Several new technologies have now emerged to support e-business. Some of them are portals, trading exchanges and indirect procurement among others.
The main reasons for conducting E-business include improving service level, creating growth potential, enhancing customer access and reducing distribution costs.
I'm presenting the IBM CIO 2010 Outlook at IBM iForum, Zurich (26th November 2007). I can't take the credit for writing it; Dave Newbold did the hard work on this one.
IBM's Transformation from Project to Program and Portfolio Management Member Content
- by William C. Britton, PMP
IBM Certified Executive Project Manager
To succeed, a number of project management processes, policies, and organizational constructs were established or reinforced to ensure consistent excellence in service delivery.
In this presentation we will discuss the various business architecture of e-business while also discussing ways of effective e-business management.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit:
http://www.welingkaronline.org/distance-learning/online-mba.html
In this presentation, we will discuss the e-business architecture, multilayer architecture for e-business sites and various e-business areas. We will also talk about the evolution of e-business and potential of various e-business applications.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit:
http://www.welingkaronline.org/distance-learning/online-mba.html
E-business has varied components; they include merchandise planning and analysis, inventory management, knowledge management and customer relationship management. Several new technologies have now emerged to support e-business. Some of them are portals, trading exchanges and indirect procurement among others.
The main reasons for conducting E-business include improving service level, creating growth potential, enhancing customer access and reducing distribution costs.
I'm presenting the IBM CIO 2010 Outlook at IBM iForum, Zurich (26th November 2007). I can't take the credit for writing it; Dave Newbold did the hard work on this one.
IBM's Transformation from Project to Program and Portfolio Management Member Content
- by William C. Britton, PMP
IBM Certified Executive Project Manager
To succeed, a number of project management processes, policies, and organizational constructs were established or reinforced to ensure consistent excellence in service delivery.
E-commerce involves direct selling of goods and services over the internet, agent services and research and development. E-commerce ventures target niche as well as broad customers. Examples of companies targeting niche customer’s includejbmountainbikes.com and southwest.com
You've just embarked a Business Process Improvement initiative for your company, but how do you communicate your goals with your internal audience? Where do you start and what communication channels should be used to achieve optimal buy-in? Read more or visit us at http://www.verityconsult.com
How Volvo Construction Improved Leads, Increased Sales by Bridging the Market...B2B Lead Roundtable
John Johnston, eBusiness Marketing Manager for Volvo Construction Equipment North America, needed sales to move fast on the leads he passed along and report back. But first, he had to bridge daunting technological and communication gaps.
Learn how John achieved a 40 percent increase in dealer sales reporting - even with limited budget and resources.
A strong case of a personalised VW lead generation and database integration programme resulting in superior intentions to visit the VW showroom and to buy a new car.
Features best practices and resources for designing and deploying contact management solutions. If you like this deck and want to see a live event, go to www.quilogy.com/events.
Integrate IT Strategic Planning with Performance MeasurementYan Zhao
This presentation discusses performance modeling, measurement, and management in the context of integrating IT strategic planning with performance measurement in federal government departments and agencies. It presents a cohesive performance measurement and management mechanism across strategic planning, enterprise architecture, capital planning and investment control (CPIC), and enterprise initiatives, which can be driven down to program and project level details as well.
Presentation given by Shantanu Upadhyay, Sr. Mgr. Deloitte India, TMT Practice at Cloud Computing World Forum India 2011 on 12th October 2011 at JW Marriott, Mumbai.
Content creation, reuse, and publishing to everyone on every devicePublishing Smarter
Use Adobe FrameMaker and its conditional text settings to create content unique to your audience and allow them to choose exactly what they read. Step-by-step instructions make it easy to get started, and explore powerful ideas.
E-commerce involves direct selling of goods and services over the internet, agent services and research and development. E-commerce ventures target niche as well as broad customers. Examples of companies targeting niche customer’s includejbmountainbikes.com and southwest.com
You've just embarked a Business Process Improvement initiative for your company, but how do you communicate your goals with your internal audience? Where do you start and what communication channels should be used to achieve optimal buy-in? Read more or visit us at http://www.verityconsult.com
How Volvo Construction Improved Leads, Increased Sales by Bridging the Market...B2B Lead Roundtable
John Johnston, eBusiness Marketing Manager for Volvo Construction Equipment North America, needed sales to move fast on the leads he passed along and report back. But first, he had to bridge daunting technological and communication gaps.
Learn how John achieved a 40 percent increase in dealer sales reporting - even with limited budget and resources.
A strong case of a personalised VW lead generation and database integration programme resulting in superior intentions to visit the VW showroom and to buy a new car.
Features best practices and resources for designing and deploying contact management solutions. If you like this deck and want to see a live event, go to www.quilogy.com/events.
Integrate IT Strategic Planning with Performance MeasurementYan Zhao
This presentation discusses performance modeling, measurement, and management in the context of integrating IT strategic planning with performance measurement in federal government departments and agencies. It presents a cohesive performance measurement and management mechanism across strategic planning, enterprise architecture, capital planning and investment control (CPIC), and enterprise initiatives, which can be driven down to program and project level details as well.
Presentation given by Shantanu Upadhyay, Sr. Mgr. Deloitte India, TMT Practice at Cloud Computing World Forum India 2011 on 12th October 2011 at JW Marriott, Mumbai.
Content creation, reuse, and publishing to everyone on every devicePublishing Smarter
Use Adobe FrameMaker and its conditional text settings to create content unique to your audience and allow them to choose exactly what they read. Step-by-step instructions make it easy to get started, and explore powerful ideas.
An exploration of why writers coming to DITA tend to find DITA hard and what we and they can do to help ease the transition from non-DITA to DITA-based authoring of sophisticated technical documents. Presents the martial art Aikido as a metaphor for DITA and as a source of strategies for providers and writers to use as they engage with DITA.
Stepcase/Steply Canvas/Lifehack/Labelbox 創辦人 Leon Ho 講述 Distribution 的概念。@StartLab.HK 香港創業實驗室 Bootcamp 啟蒙訓練營 第二日
大會官方網頁 Official Website:
http://startlab.hk
Opposing Force research presentation on Smart Cities security and Smart Mobility technologies penetration testing (DEF CON 24 | HITB GSEC Singapore 2016)
From the start of my career, I have tried to explain technology to people who may be less trained in it than most of the geeks who run around trying to sell their stuff. With DITA, the concepts can be explained by relating them to real-world examples.
This presentation was done at DITA North America in San Jose and tcworld in Wiesbaden.
Living on the Edge (Service): Bundling Microservices to Optimize Consumption ...Mark Heckler
Devices (phones, tablets, etc.) already consume most services/data, but they have to get those services somewhere! In the session accompanying this presentation, attendees learn how to use proven patterns & open source software to quickly and effectively build edge services - API gateways - that marshal & streamline communication between your key services and end-users with devices in hand. The presenter demonstrates how to develop & manage microservices & expose them via an edge service, securely, using OSS tools employed by Netflix to keep movies streaming globally 24x7.
Live coding is integral to this presentation; please see presenter repo (URL & search term in penultimate slide) for accompanying Java code.
Microservices Minus the Hype: How to Build and WhyMark Heckler
The presenter examines the ups & downs of adopting a microservices architecture and discusses why, in most cases, the pros outweigh the cons. In this presentation, participants see how to build & integrate microservices using popular open source tools and risks & mitigation strategies (including load balancers, circuit breakers, tests, & more) to increase software quality.
Creating A Necessary Dependence - IT Business Alignmentgmwhitfield
In order to achieve the outcome IT Business Alignment, a dependence on IT and the Business must be created. This slide deck presents a brief history of IT business alignment and presents a framework for helping an organization create a necessary dependence for alignment to be achieved
Building a Business Technology Alignment: Techniques to Gaining HR Business T...HR Network marcus evans
Vana Matte, Dollar & Thrifty Automotive Group - Speaker at the marcus evans HR Technology Summit 2012, held in Las Vegas, NV, delivered her presentation on Building a Business Technology Alignment: Techniques to Gaining HR Business Team Confidence over IT
The "trio": Customer Experience, Data-driven business and Employee empowerment.
This 2018 STKI summit presentation outlines the necessary "joined" journey to achieve customer experience transformation.
Enterprise Applications, Analytics and Knowledge Products Positionings in Isr...Einat Shimoni
STKI's analysis of the Israeli Market: players and positionings in Enterprise Applications, Marketing Technologies, BI & Analytics, Knowledge Management, Web & eCommerce.
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...Jeffrey Haguewood
Sidekick Solutions uses Bonterra Impact Management (fka Social Solutions Apricot) and automation solutions to integrate data for business workflows.
We believe integration and automation are essential to user experience and the promise of efficient work through technology. Automation is the critical ingredient to realizing that full vision. We develop integration products and services for Bonterra Case Management software to support the deployment of automations for a variety of use cases.
This video focuses on the notifications, alerts, and approval requests using Slack for Bonterra Impact Management. The solutions covered in this webinar can also be deployed for Microsoft Teams.
Interested in deploying notification automations for Bonterra Impact Management? Contact us at sales@sidekicksolutionsllc.com to discuss next steps.
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered QualityInflectra
In this insightful webinar, Inflectra explores how artificial intelligence (AI) is transforming software development and testing. Discover how AI-powered tools are revolutionizing every stage of the software development lifecycle (SDLC), from design and prototyping to testing, deployment, and monitoring.
Learn about:
• The Future of Testing: How AI is shifting testing towards verification, analysis, and higher-level skills, while reducing repetitive tasks.
• Test Automation: How AI-powered test case generation, optimization, and self-healing tests are making testing more efficient and effective.
• Visual Testing: Explore the emerging capabilities of AI in visual testing and how it's set to revolutionize UI verification.
• Inflectra's AI Solutions: See demonstrations of Inflectra's cutting-edge AI tools like the ChatGPT plugin and Azure Open AI platform, designed to streamline your testing process.
Whether you're a developer, tester, or QA professional, this webinar will give you valuable insights into how AI is shaping the future of software delivery.
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
Essentials of Automations: Optimizing FME Workflows with ParametersSafe Software
Are you looking to streamline your workflows and boost your projects’ efficiency? Do you find yourself searching for ways to add flexibility and control over your FME workflows? If so, you’re in the right place.
Join us for an insightful dive into the world of FME parameters, a critical element in optimizing workflow efficiency. This webinar marks the beginning of our three-part “Essentials of Automation” series. This first webinar is designed to equip you with the knowledge and skills to utilize parameters effectively: enhancing the flexibility, maintainability, and user control of your FME projects.
Here’s what you’ll gain:
- Essentials of FME Parameters: Understand the pivotal role of parameters, including Reader/Writer, Transformer, User, and FME Flow categories. Discover how they are the key to unlocking automation and optimization within your workflows.
- Practical Applications in FME Form: Delve into key user parameter types including choice, connections, and file URLs. Allow users to control how a workflow runs, making your workflows more reusable. Learn to import values and deliver the best user experience for your workflows while enhancing accuracy.
- Optimization Strategies in FME Flow: Explore the creation and strategic deployment of parameters in FME Flow, including the use of deployment and geometry parameters, to maximize workflow efficiency.
- Pro Tips for Success: Gain insights on parameterizing connections and leveraging new features like Conditional Visibility for clarity and simplicity.
We’ll wrap up with a glimpse into future webinars, followed by a Q&A session to address your specific questions surrounding this topic.
Don’t miss this opportunity to elevate your FME expertise and drive your projects to new heights of efficiency.
Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
Securing your Kubernetes cluster_ a step-by-step guide to success !KatiaHIMEUR1
Today, after several years of existence, an extremely active community and an ultra-dynamic ecosystem, Kubernetes has established itself as the de facto standard in container orchestration. Thanks to a wide range of managed services, it has never been so easy to set up a ready-to-use Kubernetes cluster.
However, this ease of use means that the subject of security in Kubernetes is often left for later, or even neglected. This exposes companies to significant risks.
In this talk, I'll show you step-by-step how to secure your Kubernetes cluster for greater peace of mind and reliability.
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
FIDO Alliance Osaka Seminar: Passkeys at Amazon.pdf
CRM Trends: From Multi Channels to Cross Channels
1. From Multiple Channels
to a Cross Channel Culture
Your Text here Your Text here
Einat Shimoni
EVP & Senior Analyst
Enterprise Applications,
Analytics & KM Strategies
www.einatstki.blogspot.com
Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 1
2. CRM
Trends
CRM will be less about transactions
And more about interactions
Think of it as a way of improving customer
experience by managing “conversations”
Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 2
3. CRM
Trends
Better customer experience
= better product
Your Text here Your Text here
It’s the experience that counts,
not the product
Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 3
4. Collaborative CRM: CRM
Trends
from the outside looking in
Focus on external clients needs
Your Text here Your Text here
Focus on internal processes
Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 4
5. Technologies Maturity Model 2009 General
Trends
Business Value
Investment Active BPM
BI Web
to make money 2.0
Collab.
CRM Balanced Data IT+business
Cut costs, Increase Oper. Scorecard Governance, Project
CRM ERP 2 MDM
productivity Financial Ent. Pure
Tactic BI Search Business
BI
Project
ECM
Gateway
Commodity IT portal ERP1
Services Size of figure =
complexity/
cost of project
Financial
Investment sector
Non-
Finance
for regulations reg. sectors
reg.
Using Implementing Looking
Market Maturity
Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 5
6. General
IT Services Families Trends
Reduce Expenses Increase Revenues
Increase Increase Increase
Improve Increase
process process governance,
Cut costs customer business
efficiency Intelligence regulation &
Experience agility
risk mng.
Green IT Active BI Regulation
Social CRM BSC
compliance
DC Tech: virtualization CXO
BPM Analytical
etc. BPM/BPA management
CRM
tools
Supply chain Customer
Employee Productivity Innovation IT
intelligence Experience
support tools Governance
Management
IT Sourcing models Marketing
focus
IT portfolio
management
Self Service of clients,
employees and
partners
Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 6
7. CRM
Source: STKI CIO Survey 2009 Trends
CRM Priorities2009
40%
35%
35%
30%
25%
20%
18% 20%
14% 15%
8% 10%
5%
0%
Campaign Ecommerce CRM Self-Service Analytical
Management Systems Packages CRM
Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 7
8. The obvious reason: Cost savings
Cost per call*
Live agent (CSR): 5$ (avr.)
IVR: 1$
Web interaction: <0.2$
* Average costs are based on global research findings across all industries
includes Service rep salary, electricity, computers, systems, training, maintenance
Einat Shimoni’s work All Rights Reserved @STKI not remove source orIsrael +972 from any graphic or portion of graphic
Copyright 2009 @STKI Do Moshav Bnei Zion, attribution 9 74 444 74 www.stki.info 8
9. The less obvious: higher value
Customer stickiness:
Multi-channel customer =
higher value than single channel customer
Your Text here Your Text here
(source: Dmdays New York)
Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 9
10. CRM
The goal: Multi Channel CRM Trends
• Mobile service • e-billing •More self • newsletters • EPSS/guided
• e-banking • e-service service options • email marketing interactions
• SMS • e-payments and transactions • email response • RTD
• Live chat management • CC
• Collaboration
Proliferation of customer touch points
Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 10
11. and… Multi Channel Marketing
Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or Israel +972from any graphic or portion of graphic
All Rights Reserved @STKI Moshav Bnei Zion, attribution 9 74 444 74 www.stki.info 11
12. BUT
Channels are managed by different
organizational units
Is there a single view of the customer
experience across all channels?
Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 12
13. Clients are starting to be “nagged”
The
Customer
Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or Israel +972from any graphic or portion of graphic
All Rights Reserved @STKI Moshav Bnei Zion, attribution 9 74 444 74 www.stki.info 13
14. Should be a holistic Strategy
Your Text here Your Text here
Source: Nurun
http://www.slideshare.net/nuruncom/excelling-in-a-multi-channel-environment
Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 14
15. From monologue to dialogue
Social media is a conversation platform
Your Text here Your Text here
Source: Charteris
http://www.slideshare.net/charterispic
Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 15
16. Communication with customers CRM
Trends
spurs customer centric innovation
What features should
What do you like about our new product?
product X include?
What don’t you like about
our new product? What do you like about
our company?
Your Text here Your Text here
Do you have ideas
how we can
How do you prefer enhance our
to interact with us? products?
Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 16
17. CRM
The new DIGITAL social customer Trends
Uses
Twitter to
complain
about a
product or
company
Your Text here Your Text here
Source: 2008, Fabio Cipriani.
Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 17
18. New Marketing Essentials
• The new 3 E’s of successful marketing:
Engage, Entertain, Educate
• The web is making a big impact on
marketing & customer interaction
strategies
• Focus on what your target audience
hears, not on what you say
• Dialogue, not Monologue
Source: TheWiseMarketer.com
Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or Israel +972from any graphic or portion of graphic
All Rights Reserved @STKI Moshav Bnei Zion, attribution 9 74 444 74 www.stki.info 18
19. Can you analyze your web interactions?
Your Text here Your Text here
Source: econsultancy.com/reports/crm-2-0-report
Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 19
20. CRM
Summary of trends 2009 Trends
• The goal is to maximize customer experience
• People want options for products and channels
• The customer is becoming more “social” and is
making conversations about your company
• Multi channels can create a good experience if
there is a holistic view
• Companies are adopting multi channels BUT:
Channels are managed separately
No holistic view
Not analyzed enough
Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 20
21. Thank you!
Einat Shimoni
EVP & Senior Analyst
Enterprise Applications,
Analytics & KM Strategies
Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 21