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      • Business Continuity Management Systems

        This downloadable extract focuses on the practical elements of business continuity management and considers them from a management system perspective: Where should the emphasis be when it comes to fitting your Business Continuity Management (BCM) arrangements into a management system? The chapter uses six phases of the BCM lifecycle as a focal point and offer top tips for you to consider when developing your Business Continuity Management System (BCMS).

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      • Guide: Maximizing the Value of Cloud for Small-Medium Enterprises

        Cloud computing models are promising significant cost, scalability, and agility benefits, but is there a business case for small business owners to move from traditional IT provisioning to a cloud-based solution? And, if so, how can small business owners adopt the cloud? This guide is designed to help small business owners navigate through cloud services and identify those that will best help them to meet their needs.

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  • Modern Infrastructure

    Modern Infrastructure covers the convergence of technologies -- from cloud computing to virtualization to mobile devices -- and the impact on data centers.

  • Business Information

    Cloud computing, mobile devices and massive amounts of data flowing into organizations are combining to put heavy pressure on business systems. To adapt, organizations have been forced to transform the way in which corporate information is managed.

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  • Forging the path to tomorrow's CRM

    Perhaps no two words have more of an effect on business today than "customer experience." Consumers have a wealth of options for buying products and services -- and they're not shy about letting the social media sphere know when they’re not happy. To keep them coming -- and coming back -- organizations need to ensure that the experiences they’re serving up are nothing less than stellar.

    In our e-book series, The Risks and Rewards of Customer Experience Management, readers will get practical advice and real-world insight into strategies that place the focus of organizations' operations and processes on their customers. The first chapter concentrates on automation in the contact center. It will explore the technologies, such as interactive voice response and virtual agents. And it will examine what organizations need to evaluate when deciding which processes to automate and which areas will always need a human touch. The second installment delves into digital marketing, mobile applications and social media. It's no longer enough to send the same message to all customers; messages now must be personalized -- and soon, based on where customers are at any given moment. The chapter will look at location-based automated marketing and the pros and cons -- including the loss of privacy -- associated with such practices. The final chapter digs deep into the role of analytics in customer experience management plans, scrutinizing data harvesting methods and ways to use big data to augment customer experiences. And the chapter will look at times when knowing all about your customer goes horribly wrong.

  • Market trends tell the future of predictive analytics deployments

    Predictive analytics employs statistical or machine-learning models to discover patterns and relationships in data, thereby enabling the prediction of future behavior or activity. Long used by credit card companies, predictive analytics -- and now self-service predictive analytics -- is making inroads in organizations of all sizes. Based on a survey of more than 3,000 IT and business professionals, this report analyzes their responses to provide information on implementation status, maturity of implementations, value and vendors of predictive analytics tools.

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OTHER FEATURED E-HANDBOOKS