Showing results 1 to 20 of 26

Enterprise 2.0 ROI Metrics: One Size Doesn't Fit All

'The ROI of Online Customer Service communities' by Forrester customer experience and relationship management analyst Natalie Petouhoff is a $US 1,999 'Total Economic Impact™ Analysis' (TEI) report.Mike Krigsman over at his 'IT failures' blog here on ZD Net seems impressed by the report's findings, so I took a quick look at what is publicly available at Forrester.

July 6, 2009 by

5 ways to fail at IT training

Lousy training, change management, and documentation are among the top failure-inducing mistakes that IT implementation teams perpetrate against their projects. As I've said in the past:To be successful, users must understand the project’s goals, status, and impact on their jobs. Many projects pay too little attention to training and documentation, especially when the project starts to run over-budget. This oversight makes reduces productivity and can negatively impact the project ROI. In extreme cases, users simply don’t use the new software, bringing the effective ROI to zero.Here's a list of five IT training failures guaranteed to damage any otherwise-healthy project.

March 13, 2008 by

Who's the boss in BCP?

updated 2 May 2007A colleague asked me about the structure of responsibility for business continuity management at multinational banks in Asia. I suppose he's trying to compare his bank's structure--and how much money his department deserves--with his bank's peers in Asia.

March 31, 2007 by

Corporate ID management splintered: Westpac

The management of corporate identity frameworks is being spread across too many teams of employees in a lot of large organisations, according to Westpac Bank's security boss.As Westpac's head of strategy and governance, information security, Theo Nassiokas has overall responsibility for the bank's enterprise information security strategy.

November 30, 2006 by

Aussie War Memorial faces digital content growth

The Australian War Memorial's (AWM) need to manage and provide access to increasing amounts of digital content has led to a project to implement a new enterprise content management (ECM) system.The AWM is a government authority with around 270 permanent staff and responsibility for assisting Australians to commemorate the sacrifice of citizens who have died in war.

September 5, 2006 by

Austar promotes tech managers

PayTV and Internet specialist Austar has revamped its technology management structure, with incumbent chief information officer Dean Walters fielding a promotion. The move, which comes as part of a wider management restructure, will see Walters add director of operations responsibility to his current role, an Austar spokesperson told ZDNet Australia this afternoon.

August 24, 2006 by

RailCorp outsources ICT to Fujitsu

RailCorp NSW has decided to outsource components of its information and communications technology operations to vendor Fujitsu, officials said late this afternoon.In a statement issued to ZDNet Australia, RailCorp said Fujitsu will assume responsibility for desktop support, service desk, server management and data centre operations from January 2007.

August 22, 2006 by

CIO of the Year

Making sure that IT delivers is not easy, especially when it is a massive public transportation network that caters to more than two million users daily.Daniel Lai, who has been MTR's head of IT for the past seven years, takes this responsibility within his stride. He has a good track record of handling some of the toughest IT challenges; most recently being the Engineering Works and Traffic Information Management System (ETMS) project which clinched the Project of the Year award in the open industry category.

July 5, 2006 by

40,000 applications can´t be wrong

A recent case study on just crossedmy desk...The environment is so valuable that today DaimlerChryslerdeploys 40,000 Lotus Notes and Domino applications spread over nearly everyaspect of its operations. These range from standardized applications suchas group discussion databases and document libraries to custom-developedapplications covering complex business processes such as change management,quality control and technical specifications. For competitive reasons, DaimlerChrysler generally refrains from discussingspecific processes and return on investment figures, but executives reportthat many of the applications are "intensively used and a huge success."40,000users -- 40,000 applications.  The ROI of being able to deploy oneproduct to tackle messaging, sharing, and workflow is clearly how DaimlerChryslerbenefits from Notes/Domino today. Link: standardized, global system for communication and collaboration helpsDaimlerChrysler compete >

November 23, 2005 by

Lawoko lands key National Australia Bank CRM role

The National Australia Bank has consolidated responsibility for customer relationship management projects across its retail banking and wealth management arms in Australia under one senior executive.Dr Charles Lawoko, who had held the title of head of customer relationship management at the NAB, confirmed today he had been appointed in late December as head of cross-marketing and customer relationship management for the Australian region.

February 1, 2005 by

ROI Still Elusive in Customer Management

AMR Research’s recent IT Spending survey revealed that despite the slowing economy, organizations continue to invest in customer management technologies; however, the majority are still not reaping real business ROI.The Bottom Line: Avoid uncertainties in investment return.

November 24, 2003 by

Q & A on Strategies for Managing Outsourcing Relationships

The Yankee Group Technology Management Strategies advisory service receives frequent inquiries from clients on managing outsourcing relationships. Our February 2003 audio conference—Business Process Outsourcing: Opportunities and Challenges highlighted the importance of factoring the cost of internally managing outsourcing contracts into end-user ROI assessments.

October 27, 2003 by

The best of ZDNet, delivered

You have been successfully signed up. To sign up for more newsletters or to manage your account, visit the Newsletter Subscription Center.
Subscription failed.

Top Stories