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Dreamforce 2009 Opening Keynote – Notes from Underground #DF09

Technology people must love the Rolling Stones.  Bill Gates of Microsoft used the song “Start me up” for their Windows 95 launch because of the infamous “Windows start” button.
Today, the Salesforce.com song was clearly “Get off my Cloud”.
If you were standing outside of the Moscone Center, SugarCRM were handing out books “Behind the Smoke Screen” [...]

Dreamforce 2009 Keynote 1 [VIDEO] #DF09

Salesforce.com introduced the ultimate internal collaboration tool for businesses that it dubbed a “Facebook and Twitter for the Enterprise” along with a range of cloud-based offerings.
The product, Chatter, was unveiled at the Dreamforce developer conference in San Francisco. Salesforce said it’s aiming at competing software products such as Microsoft’s SharePoint and IBM’s Lotus Notes.
Salesforce Chief [...]

LiveTime Releases New SaaS based ITIL 3 Service Management and Help Desk

LiveTime 6 includes optimized SaaS framework, federated CMDB, optimized search engine for Help Desk and 9 process ITIL 3 Service Management.
Newport Beach, CA — LiveTime Software, a leading provider of Web based ITIL 3 Service Management and Help Desk software, today announced the release of LiveTime 6. This release features more than 100 new features [...]

Fujitsu Launches New Desktop Managed Services

CIOs found to be increasingly underwhelmed by industry’s current break-fix approach
London – Fujitsu is challenging the current status quo for commoditised desktop managed services (DMS) with the launch of its new DMS offering, available in the UK from today.  The service has been developed in response to the demand from customers for desktop managed services [...]

Don’t Lay-off Employees for SaaS – Go Open Source

I’m going to get in trouble for writing this…

Here’s an idea. Don’t lay-off your employees in favour of SaaS. Keep them and go Open Source and support their training costs. This isn’t a shameless plug for the Obama/Harper economic stimulus plan.

Sure, good software is expensive, but it doesn’t always have to be. [...]

Salesforce.com Releases Service Cloud, the Next-Generation Solution for Customer Service

Salesforce.com releases Service Cloud, the next-generation solution for customer service

Salesforce.com rolled out its next-generation solution for customer service. The Service Cloud is built on their existing Force.com platform and leverages the benefits of cloud computing, something SFDC has been tooting their horns for the last 10 years.

How can this help Customer Service?

Traditionally, the Customer Service [...]

Toll-free, Cheap or Free Conference Calls and Web Presentations

With today’s economy, we all need to try and save money. My number one expense is travel costs, so if I can find a way to do some support or presentations remotely, I will.

When trying to save money, conference calling and web presentations are the best way to communicate to clients and co-workers. [...]

PODCAST – Shadan Malik of iDashboards

If you think data visualization is only for CRM or Support desk live metrics, think again.

In the real world, and in the ITIL world, you need Business intelligence and Performance Management to support the management process.

One of my previous CIO’s once quoted, “No one person fails, it’s the process that fails”. As a manager [...]

Customer Data Integration Between Open Source SugarCRM Package and 3rd-party Applications

One of my more interesting and frustrating projects for a software company involved integrating and customizing multiple databases, including their CRM, Call Center for support, and bug/defect tracking for all releases of their software.

The goals were simple. The Sales team wanted to initiate sales tracking with accurate sales forecasting, plus an effective lead generation [...]

Need Support or Help Desk for Gmail? Slim and None

Last August, I wrote about the massive Gmail outage that lasted several hours.

It’s no secret I am a big fan of Software-as-a-service, as well as cloud computing. Especially when the upfront and ongoing costs are slim or none.

You know the old joke when you buy a vacuum or encyclopedias from a door-to-door salesman? [...]

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