http://www.computerweekly.comen-gbThu, 19 Nov 2009 17:01:00 GMThttp://www.computerweekly.com/Articles/2009/11/19/239383/government-it-procurement-programme-delayed.htmhttp://www.computerweekly.com/Articles/2009/11/19/239383/government-it-procurement-programme-delayed.htmThe launch of a pan-government procurement framework in spring could be delayed, following a decision by the organiser Buying Solutions to retrospectively change the criteria used to evaluate potential suppliers. Thu, 19 Nov 2009 17:01:00 GMThttp://www.computerweekly.com/Articles/2009/11/19/238986/customer-satisfaction-benchmarking.htmhttp://www.computerweekly.com/Articles/2009/11/19/238986/customer-satisfaction-benchmarking.htmToday’s support organisations are focused on two top-level metrics: financial results and customer satisfaction. For most, it’s easy to track financial performance, but customer satisfaction is akin to speaking a foreign language. Thu, 19 Nov 2009 16:47:00 GMThttp://www.computerweekly.com/Articles/2009/11/19/238749/the-need-for-customer-centric-crm.htmhttp://www.computerweekly.com/Articles/2009/11/19/238749/the-need-for-customer-centric-crm.htmMost CRM software is strongly focussed on the sales department. It was designed by first observing what sales people do, then attempting to monitor, automate and measure these functions. Unfortunately, for most businesses, it does little to increase revenue.Thu, 19 Nov 2009 16:30:57 GMThttp://www.computerweekly.com/Articles/2009/11/19/238075/customer-satisfaction-benchmarking.htmhttp://www.computerweekly.com/Articles/2009/11/19/238075/customer-satisfaction-benchmarking.htmToday’s support organisations are focused on two top-level metrics: financial results and customer satisfaction. For most, it’s easy to track financial performance, but customer satisfaction is akin to speaking a foreign language. Thu, 19 Nov 2009 09:44:00 GMThttp://www.computerweekly.com/Articles/2009/11/19/238074/customer-experience-management-the-next-frontier-for-support-centres.htmhttp://www.computerweekly.com/Articles/2009/11/19/238074/customer-experience-management-the-next-frontier-for-support-centres.htmWhen looking at technology in the context of Customer Experience Management (CEM), it needs to embrace CEM methodologies, enable the delivery of the brand promise and measure the experience. Thu, 19 Nov 2009 00:00:00 GMThttp://www.computerweekly.com/Articles/2009/11/19/236763/an-in-depth-look-at-roi.htmhttp://www.computerweekly.com/Articles/2009/11/19/236763/an-in-depth-look-at-roi.htmThis white paper from Riverbed looks a range of ways a company can save money.Thu, 19 Nov 2009 00:00:00 GMThttp://www.computerweekly.com/Articles/2009/11/06/238456/t-mobile-and-orange-to-merge.htmhttp://www.computerweekly.com/Articles/2009/11/06/238456/t-mobile-and-orange-to-merge.htm Deutsche Telekom and France Telecom have signed contracts to set up a 50:50 joint...Fri, 06 Nov 2009 12:57:30 GMThttp://www.computerweekly.com/Articles/2009/10/09/238077/home-office-saves-100m-on-deals-with-fujitsu-and-atos.htmhttp://www.computerweekly.com/Articles/2009/10/09/238077/home-office-saves-100m-on-deals-with-fujitsu-and-atos.htm The Home Office said it will save £100 million after extending IT contracts with Fujitsu and Atos Origin. The £430 million agreement, which was not...Fri, 09 Oct 2009 17:08:00 GMThttp://www.computerweekly.com/Articles/2009/10/08/238057/pirates-steal-software-worth-1bn-via-p2p-networks.htmhttp://www.computerweekly.com/Articles/2009/10/08/238057/pirates-steal-software-worth-1bn-via-p2p-networks.htmSoftware pirates illegally shared $1bn worth of software on BitTorrent P2P networks in the first half of 2009, says the Business Software Alliance (BSA).Thu, 08 Oct 2009 15:32:00 GMThttp://www.computerweekly.com/Articles/2009/10/06/238010/csc-seeks-new-2.bn-deal-with-zurich-financial-services.htmhttp://www.computerweekly.com/Articles/2009/10/06/238010/csc-seeks-new-2.bn-deal-with-zurich-financial-services.htm Zurich Financial Services Group has entered exclusive negotiations with IT outsourcer CSC 10-year...Tue, 06 Oct 2009 14:51:27 GMThttp://www.computerweekly.com/Articles/2009/09/29/237909/cios-are-followers-not-leaders.htmhttp://www.computerweekly.com/Articles/2009/09/29/237909/cios-are-followers-not-leaders.htm Fujitsu Technology Solutions has warned that excessive caution amongst CIOs and IT directors could be hampering innovation as research showed that just one...Tue, 29 Sep 2009 11:52:16 GMThttp://www.computerweekly.com/Articles/2009/09/25/237865/ukti-urges-firms-to-engage-indias-it-market.htmhttp://www.computerweekly.com/Articles/2009/09/25/237865/ukti-urges-firms-to-engage-indias-it-market.htmA report has highlighted the business opportunities for Britain's technology sector in India's growing middle class.Fri, 25 Sep 2009 10:15:00 GMThttp://www.computerweekly.com/Articles/2009/09/08/237601/magners-savours-sweet-taste-of-edi-success.htmhttp://www.computerweekly.com/Articles/2009/09/08/237601/magners-savours-sweet-taste-of-edi-success.htmIrish cider brewer Magners has extended its electronic data interchange (EDI) solution to improve the way it processes sales and invoices. It predicts the move will reduce costs, improve customer services and speed up cash flow.Tue, 08 Sep 2009 13:30:00 GMThttp://www.computerweekly.com/Articles/2009/09/08/237596/eds-v-sky-the-most-significant-judgement-in-an-it-case-ever.htmhttp://www.computerweekly.com/Articles/2009/09/08/237596/eds-v-sky-the-most-significant-judgement-in-an-it-case-ever.htmIt is now about a year since the trial in the dispute between BSkyB and EDS drew to a close. At the time, judgment was expected within a couple of months. The absence of a judgment becomes more conspicuous by the day. We can surely expect a verdict this side of Christmas. Can't we? Tue, 08 Sep 2009 08:04:00 GMThttp://www.computerweekly.com/Articles/2009/08/12/236910/video-how-mobile-crm-can-improve-your-business.htmhttp://www.computerweekly.com/Articles/2009/08/12/236910/video-how-mobile-crm-can-improve-your-business.htmToday's customers are ever more demanding expecting a fast tailored response to enquiries. In a more competitive and fast-paced business environment the companies with the best customer service generate customer loyalty. Wed, 12 Aug 2009 09:00:00 GMThttp://www.computerweekly.com/Articles/2009/08/03/237140/companies-frustrated-by-it-supplier-support.htmhttp://www.computerweekly.com/Articles/2009/08/03/237140/companies-frustrated-by-it-supplier-support.htmMost UK businesses are frustrated by the level of support they get from IT suppliers, a survey has revealed. Mon, 03 Aug 2009 01:30:00 GMThttp://www.computerweekly.com/Articles/2009/07/20/236947/video-exclusive-navigating-to-the-moon-and-back-apollo-11-programmer-describes-the-challenges.htmhttp://www.computerweekly.com/Articles/2009/07/20/236947/video-exclusive-navigating-to-the-moon-and-back-apollo-11-programmer-describes-the-challenges.htmPat Norris was among the programmers who worked on the Apollo 11 mission that sent Neil Amstrong, Buzz Aldrin and Michael Collins to the Moon. He tells Computer Weekly what really happened.Mon, 20 Jul 2009 09:54:00 GMThttp://www.computerweekly.com/Articles/2009/06/25/236629/it-and-telecoms-back-from-the-brink.htmhttp://www.computerweekly.com/Articles/2009/06/25/236629/it-and-telecoms-back-from-the-brink.htm The economy has come back from the brink and will start to improve, a survey of IT and telecoms suppliers claims The survey by Chartered Institute...Thu, 25 Jun 2009 11:55:20 GMThttp://www.computerweekly.com/Articles/2009/06/23/236546/business-continuity.htmhttp://www.computerweekly.com/Articles/2009/06/23/236546/business-continuity.htm Good business continuity planning and business continuity management can mean life or death for an organisation. Having a business continuity plan, including a comprehensive disaster recovery strategy, could mean that a business will be able to continue as normal through unforeseen events.Tue, 23 Jun 2009 11:15:00 GMThttp://www.computerweekly.com/Articles/2009/05/18/236078/europes-largest-chipmaker-stmicroelectronics-reports-signs-of-upturn.htmhttp://www.computerweekly.com/Articles/2009/05/18/236078/europes-largest-chipmaker-stmicroelectronics-reports-signs-of-upturn.htmEurope's largest computer chip maker STMicroelectronics is the latest in the industry to report an upturn in demand for it products, potentially an early sign of global economic recovery.Mon, 18 May 2009 09:40:00 GMT