Protecting Margins and Creating Value in TelecomLightwell
In 2010, Communications, Media, and Entertainment (CME) businesses are becoming more confident in their revenue potential with most companies feeling the recession is behind them or nearly halfway over. To prepare for spending growth, many CME businesses plan to increase their focus on sales strategies with a keen focus on improving customer collaboration as a top priority.
However, improving customer collaboration, especially in business-to- business (B2B) selling and order scenarios, is difficult to achieve due to product portfolio and selling/ordering process complexity. Within the CME marketplace, companies are offering customers a rich array of options including products and services via multiple channels. This is good news for customers, who demand freedom of choice and ease of use. But it makes selling and order management a complex task for CME companies, which are looking to optimise these processes to increase sales performance.
Customer Relationship Management (CRM) has grabbed the attention of both practice and research in the past decade, developing into an area of major significance. The focus of the CRM concept is to build a long-term and value-added relationship for both the organisation and customers. Governments – although considered late followers compared to the private industry – have been showing growing interest in CRM systems recently to help public and government agencies track and manage relationships with their constituents. In this article, we review existing literature to provide an understanding of the field. We also present a proposed CRM framework based on literature review and practice work. The proposed framework is envisaged to act as a practical management tool that provides a holistic overview of implementation phases, components of each phase, and associate critical success factors.
Advance technology and globalization has lead to competition so fierce never before.
Due to this intense competitive environment has shown a paradigm shift from transaction model to the relationship model where the focus is on long term customer satisfaction rather than short term profit acquiring by the business.
So, keeping your existing customer satisfied and maximizing Customer Lifetime Value (CLV) have significant importance than acquiring new customer.
In marketing, customer lifetime value (CLV), lifetime customer value (LCV), or lifetime value (LTV) is the net present value of the cash flows attributed to the relationship with a customer.
The use of customer lifetime value as a marketing metric tends to place greater emphasis on customer service and long-term customer satisfaction, rather than on maximizing short-term sales.
The concept of CLV helps the marketer to analyze the cost of acquiring , servicing and retaining a certain set of customer in the market
Protecting Margins and Creating Value in TelecomLightwell
In 2010, Communications, Media, and Entertainment (CME) businesses are becoming more confident in their revenue potential with most companies feeling the recession is behind them or nearly halfway over. To prepare for spending growth, many CME businesses plan to increase their focus on sales strategies with a keen focus on improving customer collaboration as a top priority.
However, improving customer collaboration, especially in business-to- business (B2B) selling and order scenarios, is difficult to achieve due to product portfolio and selling/ordering process complexity. Within the CME marketplace, companies are offering customers a rich array of options including products and services via multiple channels. This is good news for customers, who demand freedom of choice and ease of use. But it makes selling and order management a complex task for CME companies, which are looking to optimise these processes to increase sales performance.
Customer Relationship Management (CRM) has grabbed the attention of both practice and research in the past decade, developing into an area of major significance. The focus of the CRM concept is to build a long-term and value-added relationship for both the organisation and customers. Governments – although considered late followers compared to the private industry – have been showing growing interest in CRM systems recently to help public and government agencies track and manage relationships with their constituents. In this article, we review existing literature to provide an understanding of the field. We also present a proposed CRM framework based on literature review and practice work. The proposed framework is envisaged to act as a practical management tool that provides a holistic overview of implementation phases, components of each phase, and associate critical success factors.
Advance technology and globalization has lead to competition so fierce never before.
Due to this intense competitive environment has shown a paradigm shift from transaction model to the relationship model where the focus is on long term customer satisfaction rather than short term profit acquiring by the business.
So, keeping your existing customer satisfied and maximizing Customer Lifetime Value (CLV) have significant importance than acquiring new customer.
In marketing, customer lifetime value (CLV), lifetime customer value (LCV), or lifetime value (LTV) is the net present value of the cash flows attributed to the relationship with a customer.
The use of customer lifetime value as a marketing metric tends to place greater emphasis on customer service and long-term customer satisfaction, rather than on maximizing short-term sales.
The concept of CLV helps the marketer to analyze the cost of acquiring , servicing and retaining a certain set of customer in the market
CEVA Logistics: IBM Sterling B2B IntegrationLightwell
For consumers, retail events such as Black Friday and Cyber Monday are exciting opportunities to pick up a bargain—but for the logistics companies working behind the scenes, these massive spikes in demand can be a tough challenge.
To keep the supply chain moving smoothly, logistics companies rely on electronic data interchange (EDI) messages—containing information on purchase orders, invoices, acknowledgements and more— owing between hundreds of clients, suppliers and logistics partners. In the run-up to major retail events, the volume of EDI messages sent to logistics companies can skyrocket, and any processing delays increases the risk of lost revenues and damaged reputations. How can logistics businesses gain high-performance, dependable and scalable EDI services without breaking the bank?
Hirschvogel Inc: IBM Sterling B2B Integration Services Case StudyLightwell
In 2007, Hirschvogel Inc. manually processed data to and from their ERP system, which was quite labor intensive. Therefore, when their parent company asked them to migrate to SAP as part of a global strategy, they were glad to participate. As part of that initiative, Hirschvogel Inc. needed translation services between EDI X.12 documents and SAP IDocs to enable automatic processing of e-commerce with their U.S. customers.
Hirschvogel Inc. had two options: the parent company could invest in additional in-house resources to manage and support B2B integration of multiple automotive standards and protocols or outsource the process to a trusted partner. Indeed, Hirschvogel Inc. wanted to implement the most cost-effective option to reduce total cost of ownership of B2B collaboration.
Manual data processing made Bonnie vulnerable to human errors and long delays. To improve customer service, they needed a solution for increasing operational ef ciency and providing better visibility into internal business processes and external trading partners. IBM® Sterling B2B Integration Services enables Bonnie Plants to grow and operate more efficiently.
CEVA Logistics: IBM Sterling B2B IntegrationLightwell
For consumers, retail events such as Black Friday and Cyber Monday are exciting opportunities to pick up a bargain—but for the logistics companies working behind the scenes, these massive spikes in demand can be a tough challenge.
To keep the supply chain moving smoothly, logistics companies rely on electronic data interchange (EDI) messages—containing information on purchase orders, invoices, acknowledgements and more— owing between hundreds of clients, suppliers and logistics partners. In the run-up to major retail events, the volume of EDI messages sent to logistics companies can skyrocket, and any processing delays increases the risk of lost revenues and damaged reputations. How can logistics businesses gain high-performance, dependable and scalable EDI services without breaking the bank?
Hirschvogel Inc: IBM Sterling B2B Integration Services Case StudyLightwell
In 2007, Hirschvogel Inc. manually processed data to and from their ERP system, which was quite labor intensive. Therefore, when their parent company asked them to migrate to SAP as part of a global strategy, they were glad to participate. As part of that initiative, Hirschvogel Inc. needed translation services between EDI X.12 documents and SAP IDocs to enable automatic processing of e-commerce with their U.S. customers.
Hirschvogel Inc. had two options: the parent company could invest in additional in-house resources to manage and support B2B integration of multiple automotive standards and protocols or outsource the process to a trusted partner. Indeed, Hirschvogel Inc. wanted to implement the most cost-effective option to reduce total cost of ownership of B2B collaboration.
Manual data processing made Bonnie vulnerable to human errors and long delays. To improve customer service, they needed a solution for increasing operational ef ciency and providing better visibility into internal business processes and external trading partners. IBM® Sterling B2B Integration Services enables Bonnie Plants to grow and operate more efficiently.
IBM Sterling Supply Chain Visibility InboundLightwell
Provide visibility across supplier and carrier networks with IBM Sterling Supply Chain Visibility Inbound.
Benefits:
• Reduce lead-time variability by identifying and adjusting to supply exceptions in real-time
• Improve supplier compliance by detecting potential order delays or shortages even before the order is shipped
• Reduce blind spots through supply chain process models that track the order lifecycle and alert on potential bottlenecks
IBM MQ: The messaging solution for virtually all industriesLightwell
Simpler, faster and more reliable messaging to help enable a more responsive and agile enterprise. In this solution brief from IBM partner Lightwell (http://www.lightwellinc.com) you'll learn how IBM MQ can:
● Help enable enhanced customer interaction with faster, more reliable data processing, exchange and connectivity
● Help enable mobile banking and mobile retail innovation with support for MQTT applications
● Manage compliance and risk effectively with more reliable, security-rich data exchange
● Help enhance collaboration with a universal messaging backbone that connects virtually all systems and devices from mainframe to mobile and sensors
● Help enable pricing innovation and faster revenue growth in telcos with simpler applications
● Integrate more seamlessly telco business and operations for enhanced customer loyalty
In this solution guide from IBM partner Lightwell (http://www.lightwellinc.com) you will learn:
• How to achieve competitive advantages through B2B collaboration
• How Sterling B2B Integration Services allows improved allocation of internal resources
• What drives increased profitability
Benefits
• Increases business agility and control
• Offers flexible delivery options
• Offers world-class support
• Offers comprehensive security capabilities
• Offers data integrity
IBM B2B and Commerce Solutions for CommunicationsLightwell
Solutions guide from IBM partner Lightwell (http://www.lightwellinc.com) explores how:
• One communications service provider increased its billing collection rate by 76 percent within one year of implementing IBM B2B and Commerce Solutions
• A broadband communications service provider doubled their average sales in the first three months with IBM B2B and Commerce Solutions
• A U.S. cable, TV and broadband provider migrated a significant portion of its sales and ordering to the lower-cost e-commerce channel
• A U.S.-based broadband provider deployed one order management system to orchestrate and execute virtually all fulfillment transactions
IBM WebSphere DataPower B2B Appliance XB62Lightwell
Increase the speed and reliability of extending your business beyond organizational walls with IBM WebSphere DataPower B2B Appliance XB62.
Highlights:
● Centralize and consolidate business- to-business (B2B) trading-partner connectivity with a purpose-built, DMZ-ready B2B Gateway
● Access new customers and new routes to market with standards-based trading- partner management
● Rapidly adjust product and service offerings to meet changing requirements with support for Web 2.0 technologies
● Unlock siloed information with drop-in B2B integration for heterogeneous environment
IBM Comprehensive Business-to-Partner IntegrationLightwell
Today’s environment demands flexible, well-designed partner and systems integration solutions that can help leverage existing investments, respond more easily to change, cut costs as they improve performance, and enable companies to capitalize on opportunities ahead of their competitors. Discover the benefits of IBM's Comprehensive Business-to-Partner Integration: A Tool for Revenue Growth.
Providing the foundation for an omnichannel customer experience with IBM Store Enablement.
Throughout the retail community, the store has now become a critical component of maintaining customer satisfaction. Satisfying the customer’s needs for finding inventory in the store or elsewhere in the enterprise, and monitoring the fulfillment of those items to keep the promise, whether through pickup or delivery, that the store has made to the customer.
Coca Cola Bottling: IBM Sterling B2B Integrator Case StudyLightwell
Manual searches and information delays were creating operational bottlenecks and business inefficiencies for Coca Cola. CCBCC’s business was running on a multitude of different technologies. Manual searches and information delays were creating operational bottlenecks and business inefficiencies. CCBCC would manually enter the equipment services work order into their legacy system when work orders arrived via phone or fax from their customers. This process was time consuming and open to error, and so CCBCC began to question the potential cost of these errors. CCBCC needed to quickly accept and return information electronically without error and focus on software replacement as a means to improve cross-application and system integration. They needed a flexible and robust system to integrate internally with SAP as well as other existing systems.
Our B2B Managed Services offerings combine the industry-leading capabilities of IBM® Sterling B2B Integrator, the deep technical and business expertise of our consulting team, the numerous benefits and capabilities of our innovative B2B Framework, and world-class hosting and infrastructure.
Extend governance over critical B2B integration and MFT file exchanges with IBM Control Center.
Highlights:
• Improves B2B governance and compliance
• Increases customer satisfaction
• Provides central monitoring and configuration management
Achieve 100 percent integration with your dynamic business network with IBM Sterling B2B Integration.
Benefits:
• Offers faster and easier partner on boarding
• Offers more effective communication with trading communities
• Offers visibility into business activity for predictable performance
• Offers faster ROI on B2B projects
Achieve 100 percent integration with your dynamic business network. In this solution overview from IBM partner Lightwell (http://www.lightwellinc.com) you'll learn:
Overview
In this solution overview,
you will learn about:
• Protecting and flexibly integrating trading communities
• Extending internal IT and business processes to external partners
• Achieving visibility into key external B2B IT and business processes
• Accelerating the ROI of B2B projects
Benefits
• Offers faster and easier partner onboarding
• Offers more effective communication with trading communities
• Offers visibility into business activity for predictable performance
• Offers faster ROI on B2B projects
IBM Governance, Risk and Compliance for Data Movement and ExchangeLightwell
In this solution brief from IBM partner, Lightwell (http://www.lightwellinc.com), you will learn:
• What issues impact risk in data movement and exchange
• Why existing controls are not keeping pace
• How IBM Business Integration Suite helps provide better GRC for data movement and exchange
How its key capabilities enable you to:
• Lessen the security risk from moving and exchanging file-based information
• Implement continuous controls monitoring for your B2B and MFT
infrastructure
• Simplify and automate more of your technical compliance and audit reporting
EVOLUTION OF CUSTOMER RELATIONSHIP
CRM-Definition, emergence of CRM practice, factors responsible for CRM growth, CRM Process, framework of CRM, Benefits of CRM, Types of CRM, Scope of CRM, Customer Profitability, Future Trends in CRM, CRM and Cost-Benefit Analysis, CRM and Relationship Marketing, Customer Relationship Management Unit-1 IMBA Osmania University
Presenting the second paper in the series 'Multi-channel Customer Management' that delves deep into the design, deployment, coordination, and evaluation of customer interaction channels enterprises can and should leverage.
In the last ten years, sales professionals have been asked to do more with less. Most businesses have experienced several rounds of reductions in force, as acquisition and bottom-line pressures eliminate human capital from business. Business has looked to improved technology to keep pace with competitors and run with minimal work forces, thus producing an increasingly stressful, and competitive environment.
CRM, subject notes as per the syllabus of Osmania university, this notes are very useful for the students pursuing any subject of customer relationship management courses, this can also be used by practitioners in the file of service sector
Why Your Best Salesperson May Be a Customer Support RepCognizant
Using rich data, powerful analytics and integrated toolsets, support organizations in the communications and technology industry can achieve a real-time understanding of customer challenges, enabling them to convert troubleshooting exercises into rewarding experiences and convert customers into brand ambassadors.
Sales, Marketing & Service Optimization: Strategies for Accelerating GrowthCognizant
Revenue growth requires more than IT cost-cutting and increased efficiencies. Across industries, top-line growth requires a focus on customer relevance and on sales, marketing and service effectiveness.
Mmmmm
13 Teams
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Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
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Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stressful situations.
15 Marriage
____
The secret of long and happy marriages is sincerity in your feelings. If your marriage was not built on this basis of intimacy from the very beginning, it will begin to crack over the years. Even small problems become unsolvable. You have to be emotionally open at the beginning of the road.
16 Leadership
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Leadership does not mean dominance. Leading your colleagues to a common goal and making them believe in the reality of this purpose. Successful leaders are those who can keep their team’s motivation alive for many years. You have to make them desire the work to be done.
17. Emotions Are All Normal
___
Anger, hatred, love, happiness… You can understand when and under what circumstances these feelings will emerge by following yourself. You may have these feelings depending on how you interpret the events you encounter. The important thing is to be able to react independently of your feelings. You may find yourself making promises that you cannot keep because you are happy, or you may resort to violence when you are angry.
18/ Being able to Express Your Emotions
____
Not everyone’s level of empathy can be very good. You may be in a difficult situation immediately. You may feel bad, but people may not understand it. In these situations, you may need to express your feelings a little more directly.
19/You Are Not Your Emotions
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Keep doing what you need to do, no matter how you feel. Success is achieved by people who cannot give up no matter what their feelings and thoughts are. Don’t let your feelings affect your actions.
20/ Timing
__
As soon as you feel a different emotion, try to think before you act. Because emotional intelligence moves faster than rational intelligence, it can make you act irrationally and make you say any unnecessary words.
Thanks for reading
~ 𝗧𝗼𝗻𝗴𝘀𝗮 𝗚𝘂𝘆
Book:- https://amzn.to/3XsVTz2.
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stress
Many things can impact channel sales, but there are five core factors that truly matter in driving profitable growth via a network of channel partners.
Marketing Operations to-date has focused primarily on marketing automation, return on marketing investment, and work flow management. Here's how to take it to the next level, with much stronger impact on all of Marketing's stakeholders internally and externally.
At Lightwell we develop, implement and optimize technology solutions that address today’s critical business challenges. Our technology services and solutions—including B2B integration and file transfer, supply chain, order management, ecommerce and IT staffing—enable cost reduction, increase customer satisfaction, and accelerate growth. We are headquartered in the United States and have multiple offices in the United Kingdom.
Reducing Risk, Cost and Complexity Across Healthcare Processes With the Lightwell Healthcare B2B Gateway. The Lightwell Healthcare B2B Gateway solution helps healthcare organizations address HIPAA requirements (levels 1-7) while reducing risk, cost and complexity across their B2B processes.
Solutions to Accelerate Compliance with Affordable Care Act (ACA) Mandates an...Lightwell
The healthcare payer ecosystem in the United States has changed dramatically over the last decade and is expected to evolve at an even faster pace over the next few years. Many world-class companies involved in healthcare payment processing are finding themselves constrained by their existing information technology infrastructure. The silos that they built around Business to Business (B2B) processing are constraining them, making it difficult to achieve governmental mandates and (more importantly) increase processing efficiency and competitive advantage.
The payers’ world today requires adherence to multiple industry standards, government regulations, and industry expectations. It is becoming more technical and payers need to become more agile (Figure 1). The IBM Standards Processing Engine Solution for Healthcare Payers is your answer to B2B enablement in today’s complex HIPAA/ACA (Affordable Care Act) world.
B2B Integration for Healthcare - InfographicLightwell
B2B integration is a tough challenge, and technology upheavals and healthcare transformation are only going to make it tougher. You’re right to be concerned. Fortunately, IBM’s right here to help.
Learn about the transformation of managed file transfer: the drivers and challenges behind the transformation; what differentiates future-ready managed file transfer solutions from traditional managed file transfer; the business impact of modernizing your managed file transfer capabilities; and five questions to ask about your managed file transfer solution.
IBM Managed File Transfer Solutions OverviewLightwell
Learn about the products that make up the IBM Managed File Transfer Suite: the key capabilities they provide, what they allow our customers to do, how to know when you need a specific solution, and more. This guide provides an overview of IBM Sterling Control Center, File Gateway, Secure Proxy, Connect:Direct Advanced, and the Aspera File Sharing Suite.
IBM Omnichannel Commerce Solutions OverviewLightwell
Learn about changing consumer expectations and market demands, how the IBM Commerce solutions help, and they key advantages and capabilities of the IBM platform for ecommerce and order management.
Learn about flexible cloud technologies and expert services to optimize your dynamic business network. This guide provides an overview of the IBM B2B integration cloud portfolio, including: IBM Sterling B2B Collaboration Network; IBM Sterling File Transfer Service; and capabilities including mapping, transformation, community enablement, fax conversion, e-invoicing, and more.
IBM B2B Integration Gateway and Transformation Engines OverviewLightwell
Learn about common B2B integration challenges, the key advantages of modernizing your B2B capabilities, and how the IBM B2B integration solutions (including IBM Sterling B2B Integrator, IBM Transformation Extender, IBM Transformation Extender Advanced, IBM Sterling File Gateway, IBM Sterling Control Center, and IBM Sterling Secure Proxy) can help. You'll learn how these solutions work together to address a wide range of business, industry and technology needs today.
Learn about Lightwell's B2B Framework that includes:
- Over 300 pre-built components and assets
- Pre-defined, configurable rules-based processes for most common communication, translation, and routing needs
- Centralized visibility and control of documents and processes
- End-to-end visibility and 360° life-cycle tracking
- Simplified trading partner onboarding and management
- Secure, role-based access for business users and partners
- Individualized dashboards and reporting for business and technical users
- And more
At Lightwell, we develop and implement technology solutions that answer critical business challenges.
Since 1998, our experienced team has helped hundreds of companies across North America and Western Europe achieve their business and technology visions.
Our services and solutions provide organizations increased clarity and actionable insights that enable cost reductions, increase customer satisfaction, and accelerate growth. And we do this with unrivaled service expertise and innovative applications, tailored to our clients’ needs.
IBM Infographic - Enterprise File GatewayLightwell
Do you have more than two existing file gateways?
Have you missed SLAs due to file transfer failure?
Add more than 10 new external connections a month?
Are your file gateways your Achilles’ heel of security and compliance?
Anticipating an internal or external security audit that
includes file transfer?
Learn how to solve these file transfer problems in this infographic from IBM.
At Lightwell, we develop and implement technology solutions that answer critical business challenges.
Since 1998, our experienced team has helped hundreds of companies across North America and Western Europe achieve their business and technology visions.
Our services and solutions provide organizations increased clarity and actionable insights that enable cost reductions, increase customer satisfaction, and accelerate growth. And we do this with unrivaled service expertise and innovative applications, tailored to our clients’ needs.
Strategic IT Staffing, Professional Placement and Project-Based Consulting S...Lightwell
Regardless of whether you need IT resources for two months, two years or need them on a permanent basis, Lightwell’s team of recruiting and staffing professionals is ready to support you with the best technology resources when and how you need them.
Lightwell B2B Framework for IBM Sterling B2B IntegratorLightwell
Reduce implementation time and costs by up to 70% and gain greater control and visibility with Lightwell and IBM.
The B2B Framework from Lightwell is a powerful toolset designed for helping companies achieve faster time-to-benefit for the IBM Sterling B2B Integrator solution, greater efficiency and control, and enhanced visibility as they communicate with their partners, suppliers, and customers.
Optimize performance and manage growth without adding IT resources with IBM Sterling Connect: Direct.
Benefits:
• Improve productivity
• Gain unprecedented scalability
• Count on reliable file delivery
• Ensure security and compliance
• Leverage existing infrastructure
• Move files with confidence
Alt. GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using ...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
PHP Frameworks: I want to break free (IPC Berlin 2024)Ralf Eggert
In this presentation, we examine the challenges and limitations of relying too heavily on PHP frameworks in web development. We discuss the history of PHP and its frameworks to understand how this dependence has evolved. The focus will be on providing concrete tips and strategies to reduce reliance on these frameworks, based on real-world examples and practical considerations. The goal is to equip developers with the skills and knowledge to create more flexible and future-proof web applications. We'll explore the importance of maintaining autonomy in a rapidly changing tech landscape and how to make informed decisions in PHP development.
This talk is aimed at encouraging a more independent approach to using PHP frameworks, moving towards a more flexible and future-proof approach to PHP development.
The Metaverse and AI: how can decision-makers harness the Metaverse for their...Jen Stirrup
The Metaverse is popularized in science fiction, and now it is becoming closer to being a part of our daily lives through the use of social media and shopping companies. How can businesses survive in a world where Artificial Intelligence is becoming the present as well as the future of technology, and how does the Metaverse fit into business strategy when futurist ideas are developing into reality at accelerated rates? How do we do this when our data isn't up to scratch? How can we move towards success with our data so we are set up for the Metaverse when it arrives?
How can you help your company evolve, adapt, and succeed using Artificial Intelligence and the Metaverse to stay ahead of the competition? What are the potential issues, complications, and benefits that these technologies could bring to us and our organizations? In this session, Jen Stirrup will explain how to start thinking about these technologies as an organisation.
Pushing the limits of ePRTC: 100ns holdover for 100 daysAdtran
At WSTS 2024, Alon Stern explored the topic of parametric holdover and explained how recent research findings can be implemented in real-world PNT networks to achieve 100 nanoseconds of accuracy for up to 100 days.
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
In his public lecture, Christian Timmerer provides insights into the fascinating history of video streaming, starting from its humble beginnings before YouTube to the groundbreaking technologies that now dominate platforms like Netflix and ORF ON. Timmerer also presents provocative contributions of his own that have significantly influenced the industry. He concludes by looking at future challenges and invites the audience to join in a discussion.
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/
Accelerate your Kubernetes clusters with Varnish CachingThijs Feryn
A presentation about the usage and availability of Varnish on Kubernetes. This talk explores the capabilities of Varnish caching and shows how to use the Varnish Helm chart to deploy it to Kubernetes.
This presentation was delivered at K8SUG Singapore. See https://feryn.eu/presentations/accelerate-your-kubernetes-clusters-with-varnish-caching-k8sug-singapore-28-2024 for more details.
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
SAP Sapphire 2024 - ASUG301 building better apps with SAP Fiori.pdfPeter Spielvogel
Building better applications for business users with SAP Fiori.
• What is SAP Fiori and why it matters to you
• How a better user experience drives measurable business benefits
• How to get started with SAP Fiori today
• How SAP Fiori elements accelerates application development
• How SAP Build Code includes SAP Fiori tools and other generative artificial intelligence capabilities
• How SAP Fiori paves the way for using AI in SAP apps
Essentials of Automations: The Art of Triggers and Actions in FMESafe Software
In this second installment of our Essentials of Automations webinar series, we’ll explore the landscape of triggers and actions, guiding you through the nuances of authoring and adapting workspaces for seamless automations. Gain an understanding of the full spectrum of triggers and actions available in FME, empowering you to enhance your workspaces for efficient automation.
We’ll kick things off by showcasing the most commonly used event-based triggers, introducing you to various automation workflows like manual triggers, schedules, directory watchers, and more. Plus, see how these elements play out in real scenarios.
Whether you’re tweaking your current setup or building from the ground up, this session will arm you with the tools and insights needed to transform your FME usage into a powerhouse of productivity. Join us to discover effective strategies that simplify complex processes, enhancing your productivity and transforming your data management practices with FME. Let’s turn complexity into clarity and make your workspaces work wonders!
Generative AI Deep Dive: Advancing from Proof of Concept to ProductionAggregage
Join Maher Hanafi, VP of Engineering at Betterworks, in this new session where he'll share a practical framework to transform Gen AI prototypes into impactful products! He'll delve into the complexities of data collection and management, model selection and optimization, and ensuring security, scalability, and responsible use.
Generative AI Deep Dive: Advancing from Proof of Concept to Production
IBM Protecting Margins and Creating Value in Communications, Media, and Entertainment
1. IBM Software Telecommunications
Protecting margins and
creating value
Strategies for simplifying and optimizing B2B selling
and ordering processes in communications, media
and entertainment
Executive summary
In 2010, Communications, Media, and Entertainment (CME)
businesses are becoming more confident in their revenue potential with
most companies feeling the recession is behind them or nearly halfway
over. To prepare for spending growth, many CME businesses plan to
increase their focus on sales strategies with a keen focus on improving
customer collaboration as a top priority.
However, improving customer collaboration, especially in business-to-
business (B2B) selling and order scenarios, is difficult to achieve due to
product portfolio and selling/ordering process complexity. Within the
CME marketplace, companies are offering customers a rich array of
options including products and services via multiple channels. This is
good news for customers, who demand freedom of choice and ease of
use. But it makes selling and order management a complex task for
CME companies, which are looking to optimize these processes to
increase sales performance.
Key findings
Too often, the CME sales staff is facing an overly manual and complex
B2B sales environment that inhibits a salesperson’s ability to close deals
or drive high-value sales. For example, it is common to find pricing
information used to generate a quote to be out-of-date, leading to
misquotes and erroneous orders. Aggravating and alienating customers is
a real possibility, with accompanying risk to your company’s reputation.
To overcome these challenges, CME companies are committing
resources this year to simplifying the complex selling and ordering
processes. A recent IBM Sterling survey revealed that CME companies
are placing more emphasis on how they interact with and sell to their
customers, especially in B2B markets.
The configure, price, quote (CPQ) process presents the most fertile
opportunity for improvement. Tools can be used within the CPQ
process to ensure a solution is located and the order is configured
accurately to prevent downstream errors in fulfillment or provisioning.
Tools can also deliver the automation needed to make the sales and
ordering process more responsive, efficient, and accurate.
Contents:
1 Executive summary
2 The CME business climate
3 The opportunity-to-cash business
processes
3 Configure, price, quote processes ripe
for improvement
5 CPQ process improvements at work
6 Five key capabilities for a configure,
price, and quote solution
7 The human side of process
improvement
7 Conclusion
2. Several leading CME companies have achieved major
improvements in their CPQ process by embracing five key
configure, price, quote process improvements that have led to
reductions in order-processing times, increases in revenue,
and increased customer responsiveness.
When evaluating CPQ solutions, look for five key
solution capabilities:
Interoperability•
Usability•
Maintainability•
Performance•
Multi-channel support•
To eliminate the number-one user adoption issue, make
sure the CPQ solution yields greater direct benefit to the
salesperson than the amount of time necessary to master
its use. Also, ensure the system improves order accuracy.
Sales management must demonstrate a solid commitment to
the project, or salespeople can be expected to resist.
The CME business climate
As the recession ends, companies need to improve their sales
processes, including reducing complexity, in order to be more
responsive to customer needs while also eliminating the
manual process points that create opportunities for margin
drain. Within today’s CME space, companies are facing
increasing complexity as well as greater competition. This
calls for greater focus on optimizing and transforming the
sales process, especially in the area of configuring, pricing, and
quoting/ordering solutions. (For the purposes of this white
paper, the term “CME” will include telecommunications and
cable service providers; media companies involved in complex
sales like advertising sales; and software and IT providers
selling complex offerings like managed services.)
In communications, for example, a sales representative may
approach a potential client with a variety of communication
services across voice, video, data, and managed service
categories. In addition, the rep may also offer services from
third-party providers and partners to create an overall
solution. During the pre-order process, the rep will gather
customer location-specific requirements and then map those
requirements to an appropriate set of products and services.
With appropriate products and services selected, the
representative will then find the appropriate price point for
service using factors such as customer history (spend and
length of relationship), usage volume, term commitments,
and many other factors.
By contrast, in advertising a representative will need to gather
information about the customer’s product and target market
and link it back to specific advertising products. Not only will
the configuration need to include the development of the
advertising message, but also the media and geographies where
the message will be delivered. Multiple parameters may go into
figuring the price of an ad, including placement, time, color,
size, geographic region, and customization. Preparing an
accurate, timely quote is highly complex in these environments.
To overcome these challenges, CME companies are placing
greater emphasis on simplifying their complex selling and
ordering processes. Constant fluctuations in the breadth and
type of product offerings, pricing changes, and reduced sales
forces make managing an already complex sales process even
more difficult. Failure to uniformly manage products and
pricing can lead to misquotes that alienate customers and
potentially damage your company’s reputation.
In early 2010, IBM Sterling initiated a survey with the
objective of better understanding the current climate of the
IT decision maker in CME companies as well as
understanding needs and priorities relating to improving sales
process performance to enable revenue and margin growth.
We surveyed 313 IT decision makers in U.S. CME
companies and 100 U.K. CME companies. The survey results
demonstrated that CME companies are placing greater focus
on how they interact with and sell to their customers, especially
in B2B markets. The survey found that 80 percent of these
companies in the United States and 61 percent in the United
Kingdom feel the recession is over or nearly halfway over.
However, any potential growth in revenue appears to be
dependent on investment. The majority of respondents
(over 70 percent) said they will invest in better serving
their customer base by expanding into new sales channels,
improving responsiveness of the sales process, and
preparing for growth in customer spending. For example,
in the U.S., when asked for top priorities for software
investment, 91 percent of respondents indicated that better
collaboration with customers, including sales and customer
service, is a top priority.
IBM Software Telecommunications
2
3. In Figure 1, below, we see process domains such as solution
management, which refers to the solution discovery and
configuration processes needed to find the right solution for
your business customers. Further, channel sales management
represents enabling sales and ordering through multiple sales
channels including direct sales and indirect sales.
This paper will evaluate how today’s CME businesses can
extend their CPQ processes, focusing on solution
configuration and channel management, as these areas are the
source of the greatest complexity.
Configure, price, quote processes ripe
for improvement
The complexity of the CPQ process makes it difficult for
CME companies to increase the value of the sale, reduce the
cost of that sale, and ultimately increase the margin of each
sale. As a whole, the industry is burdened by a richly varied
product and service portfolio – for example, a communications
portfolio of multi-location voice, data, and managed services
complemented by managed support services. An order will
typically involve many different variables and parameters,
including product dependencies, locations, order volume,
historical spend, and customer contract length.
Traditionally, CME companies’ sales and order handling
processes are highly manual, leaving considerable room for
error in finding and pricing solutions for customers. In many
cases, companies will use solution configuration or order-
entry solutions that are not directly integrated with the
product/pricing catalog or supporting systems (such as
inventory management).
The opportunity-to-cash business
processes
Three distinct business processes in the B2B opportunity-to-
cash lifecycle can be improved to drive better sales results:
Sales account management
These are the processes and systems that provide the
functionality for media companies to manage a sale: account
activity planning, building account plans, stakeholder and
influencer mapping, identification of key buying criteria,
territory management, lead tracking and forecasting, and
general relationship management.
Configure, price, quote (CPQ)
These are the necessary workflows and capabilities enabling
solution discovery, solution configuration, pricing, quoting,
and contract generation to complete a sale and related order
management that provides the solution that meets the
customer’s needs.
Business intelligence and analytics
Analytics is a critical piece of the complex selling and order
management puzzle, as executives need to access insights
related to pipeline turnover and revenue generation to enable
better decision making.
The Telemanagement Forum’s Telecom Applications Map
(TAM) provides a useful visual depiction of this sales process
(see Figure 1). TAM is a working guide to help companies and
their suppliers use a common reference map and language to
navigate a complex systems landscape that is typically found in
today’s CME businesses.
TelecommunicationsIBM Software
3
Figure 1: Telemanagement forum telecom applications map release 3.2
Campaign
Analytics
Product
Support
Job Aids
Funnel and Lead
Management
Contract
Management
Solution
Management
Corporate Sales
Workflow Management
Sales Aids
Market/Sales Domain
Customer/
Prospect Data
Aquistion
Mass Market
Sales Workflow
Management
Customer
Sales Portals
Internal
Sales Portals
Indirect
Sales Portals
Mass Market
Sales Reporting
and Tracking
Offer
Management
Sales
Negotiation
Campaign Management
Mass Market Sales Management
Corporate Sales
Management
Compensation Results
Recording
Compensation and Results
Affiliates
Virtual Network
Operators
Dealers
Retail Outlets
Telesales
Direct Sales
Force
Channel Sales
Management
Sales Portals
Campaign
Design
Campaign
Execution and
Refinement
Campaign
Performance
Tracking
Lead
Generation
4. TelecommunicationsIBM Software
4
It is quite common that orders are not automatically validated
for correct product configuration and pricing. Generally it is
up to the salesperson or consultant to perform this validation.
This manual validation, without systematic managed
constraints or validations, can lead to a high number of
mis-configured orders and order rejections. These manual
processes lead to decreased margins (consider a company that
needs to provide credits for each order error). They also
create high levels of revenue leakage (consider mispriced
orders where the price is significantly below list and creates
low or no margin). Further, without automation, salespeople
tend to miss opportunities for cross-sells and up-sells, which
reduces revenue potential.
And as a CME company’s product and service portfolios
become deeper and broader, the more complex the sales
processes become. Making incompatible choices or not
making all the required choices can lead to order errors and
delays. For example, we know of one company that asked
seven of its sales people to develop a quote for an $80,000
order. Only three priced the quote correctly, and all the orders
had some type of error. Why? Because the sales system did
not ensure the users were guided to making the right choices
and decisions.
Many CME companies are facing CPQ process issues that
inhibit revenue and margin growth. Here are the top three
sub-processes needing improvement:
1. The solution configuration process
It is quite common to find that solution discovery and
configuration rely on disconnected tools as well as time-
consuming and error-prone manual order entry. Without
needed validations, there can be a high number of order
rejections and lost deals.
2. In the channel support area
It is typical to find that the disconnected sales system
environment and overly complex CPQ process limit a
company’s ability to expand into new sales channels, such as
partner sales or self-service.
3. In the product and pricing support area
It is common to find the lack of a centralized product and
pricing catalog solution that communicates and enforces
pricing rules across all sales channels. This can lead to issues
such as sales reps using old price and product information,
resulting in costly inaccurate quotes to customers and
partners.
Today’s CME businesses are facing real-life CPQ issues that
call for solutions to reduce process complexity and deliver the
automation needed to make the sales and ordering process
more responsive, efficient, and accurate.
Figure 2: B2B selling and ordering configure, price, quote flow
What do you offer?
I want to place
an order.
I want to change
my service.
What is the price?
Recommend Configure
Price
and Quote
Change
Management
Gather
Find
Recommend
Present
Price
Compare
Discount
Quote
Qualify
Configure
Validate
Submit
Access
Inquire
Present
Modify
5. TelecommunicationsIBM Software
5
CPQ process improvements at work
Several companies in the CME space have transformed and
optimized their CPQ process to achieve improved revenue
and margins. Some highlights include:
A multibillion-dollar worldwide telecom equipment•
provider implemented a world-class CPQ solution to
enable a guided selling environment that eliminated most
manual ordering steps in their process. The result was a 66
percent reduction in quote-processing times.
A multinational software and IT services provider•
implemented a CPQ solution in its partner sales channel
environment. The system enabled its partners to serve
themselves, end-to-end, with ordering data storage
services and other IT support plans. The result was a
500 percent increase in revenue generated through the
self-service channel.
A U.S. telecommunications company implemented a•
new order configuration solution to guide customers on
making real-time changes to their network services based
on the latest data available. The solution will enable this
provider to be significantly more responsive to changing
customer requirements.
All of the companies in the cases listed have embraced one or
more of five changes to their B2B opportunity-to-cash
lifecycle. These changes include:
1. Ensuring process integration across all key processes in the
opportunity-to-cash lifecycle, including seamless
integration between customer and opportunity
management systems and processes and CPQ systems
and processes.
Today, many companies are implementing new sales force
automation (SFA) and customer relationship management
(CRM) solutions such as Salesforce.com to manage key
opportunity-side processes. But Salesforce.com does not
supply capabilities such as solution configuration to handle
selling and ordering complex products and services found in
the CME market. Thus, the transactional sales functions,
such as solution discovery and configuration, are managed
by separate systems. A key requirement is for CME
companies to find SFA/CRM and CPQ solutions that
support open integration and end-to-end integrated
process modeling to deliver a seamless ordering
experience for users.
2. Implementing solution discovery and configuration
solutions to enable guided recommendations and
configuration to improve responsiveness to customer
requirements, as well as reduced order errors and delays.
A guided selling and order configuration solution
orchestrates the complete CPQ process to ensure users
make accurate choices and that orders are priced accurately
and fully validated before submission to downstream
systems. With a proper configurator, you define how the
order behaves when certain choices or decisions are made.
The ideal order configuration solution can make a
highly complex configure-to-order scenario into
something simple.
The best configuration solutions act as a bridge from a
company’s back-office systems, rules, and data, to its
front-end order-entry processes to provide a common
ordering process and logic communication and enforcement
layer across all ordering channels. Thus, the solution
becomes an integral part of the opportunity-to-cash process
to ensure prices are quoted and orders placed accurately.
3. Using advanced quote-management solutions to apply the
proper business rules to negotiated pricing based on the
context of the order – who is the customer, what is the
value of the deal – in order to eliminate rogue pricing while
accelerating the quote-processing time.
Today’s sales processes must ensure that the proper
validations are applied to avoid rogue pricing and
discounting, which can cause margin drain. However, the
quote-approval process cannot be too constricting or
onerous, which would inhibit sales effectiveness. To address
this issue, many companies are turning to quote-
management solutions that can dynamically generate a
quote approval workflow and rules based on the context of
the order.
6. Telecommunications
Business Analytics
IBM Software
6
4. Moving to offer-management solutions that enable more
effective management, communication, and enforcement of
pricing policies across different channels. This process
needs to include partners, to help substantially eliminate
pricing errors due to misinformation as well as improve
time to market with new products, pricing, and promotions.
Many CME companies are embracing an operational
environment where all sales channels interact with a single
sales, ordering, and service logic and data layer that provides
consistent communication and enforcement of all product,
pricing, and ordering rules and processes across all
channels. The result is more effective management,
communication, and enforcement of rules and policies
across different channels and geographies, substantially
eliminating inconsistencies that materially impact
profitability and customer satisfaction.
5. Focusing greater attention on post-sales support, enabling
customers to have greater flexibility in how they manage
their installed or delivered products and services (including
managing configuration changes and processing renewal).
CME companies are also embracing solutions that can
facilitate the configuration of upgrades to as-installed
products or as-subscribed services in the field. This function
enables an organization to take a client’s product and/or
service bundle as it was built, subscribed to, or delivered,
and perform a configuration of an upgrade to that installed/
sold product and/or service.
Five key capabilities for a configure,
price, and quote solution
When evaluating selling and ordering solutions in the CPQ
area, look for these five key capabilities:
1. Interoperability. A CPQ solution should be designed for
integration and interoperability with your existing front-
and back-office systems. The best solution employs open-
standards-based integration architecture for connection with
any business system or rules set. Further, look for a vendor
with significant experience in integrating with ERP systems
(such as SAP) and SFA systems (such as Saleforce.com).
This will help you move a disconnected sales system into a
seamlessly connected sales system environment more quickly
than other solutions.
2. Usability. Your CPQ solution should provide the highest
degree of flexibility in defining and presenting order
configuration for the most complex products and product
combinations. Ideally, you will select a solution that employs a
constraint-based order configuration process where the user
decides which selections to make in whatever order he or she
chooses. This is called “user-guided behavior.” With such
technology, users can answer questions in any order and the
solution will maintain all compatible relationships. This allows
users to follow their own configuration path and still end up
with a valid configuration, regardless of how complex the
constraints are.
3. Maintainability. This needs to be addressed from the
perspective of multiple roles. From an IT perspective, you
should strive to find a solution that can be configured to meet
changing business needs. For example, it is ideal to support
multiple user communities through one order-configuration
system. But each community may have different user
requirements for things like order workflow. A solution that
provides configurable, profile-driven business processes and
user interface flows will make it much easier for IT to support
multiple user communities efficiently and effectively. From an
end-user perspective, you will need to give business users the
access and control to manage business processes and data on
their own. This directly improves time to market. For
example, in the areas of pricing management, it is important
to give end users such tools as intuitive, thin-client price lists
and mass update functions that facilitate quick updates on
many price list items.
4. Performance. Scalability and performance are often
overlooked. The best-fit solution is one that has proven it can
handle large numbers of concurrent users processing end-to-
end order configurations, not just simple order changes, with
sub-second response times for configuration actions. Look for
modern technology, such as the use of a multi-threaded
stateless server environment that can support thousands of
users or configuration models (constraints) that are compiled
with all constraint logic executed (as needed) in memory. This
type of environment can scale to support the largest user and
order volumes.
7. Telecommunications
Business Analytics
IBM Software
7
5. Multi-channel support. Your business depends on you
having optimal reach to sell through not only your own sales
force but through an extended sales force provided by your
partners. Key in this endeavor is finding a CPQ solution that
not only enables you to support multiple channels (like call
centers, field sales, and e-commerce) but also multiple
storefronts where you can support your sales partners with a
partner-specific sales experience. You will need to support
partner-branded products, pricing, and order workflow. The
ideal CPQ solution will enable you to configure, launch, and
manage multiple sales partner storefronts via a single product
catalog and single order-configuration engine.
The human side of process improvement
It is difficult to achieve change in selling processes. Sales
representatives tend to resist any change they view as more of
an imposition than an aid. As several decades of failed SFA
projects attest, lack of adoption can wreck your return on
investment in a hurry.
These best practices can help you avoid low adoption rates:
Ensure that the direct benefit to the salesperson outweighs
the time it takes to learn the system. The biggest pressure on
sales organizations and sales reps today is to sell, sell, sell –
anything not directly related to advancing a sale is deemed
irrelevant. Sales reps have previously viewed transactional
sales tools as of great informational benefit to management
but at the cost of individual salespeople spending more time
doing data entry. With that as background, to ensure new
systems can be adopted, you will need to minimize the
incremental time needed for salespeople to get up and
running with the system. This is the biggest area that impacts
adoption. Make sure that the benefits to the salesperson –
in his or her pocket – are clearly articulated and genuine.
Improve the accuracy of the ordering and proposal process.
If your sales and order management system cannot boost
accuracy and reduce lead times, it will sap the energy and
motivation of the salespeople. If you can help reduce the
proposal turnaround time, for example, from three days to
three hours, that has real meaning for salespeople and will go
a long way toward easing adoption.
Secure commitment from sales management. There are
many constituencies around sales and order management
processes – for example executive management, IT, and sales
management. If the CEO or CIO has discussed the need
for a new system but the chief sales officer does not
appear to wholeheartedly support the project, that lack of
commitment will drift down into the sales trenches. The
salespeople are likely to be wary about the changes
themselves, and lack of strong sponsorship by sales
management could prove fatal to adoption.
Conclusion
The CME vertical has one of the most complex environments
for successful sales. Products and services come in a wide array
of configurations and pricing, offers regularly change, and
state and federal regulations must be considered on many
deals. So, while companies are constantly increasing product
offerings in an effort to be more responsive to customer
needs, they may internally be struggling to manage the sale
and configuration of these products.
For this reason, CME companies are focusing on improving
complex sales and order management processes. Automating
these traditionally manual processes can yield significant
benefits if you choose a comprehensive solution that features
multi-channel support and usability, among other important
considerations. Usability is particularly important, as sales
personnel will resist learning to use the system if they perceive
that the time spent learning to use it will outweigh its benefits.