ALLEN BONDE

Allen Bonde is the senior vice president of strategy and marketing at eVergance, a management consulting and systems integration company focused on CRM optimization and Web self-service. Prior to that, he was the founder of strategic advisory firm ABG, a practice expert at McKinsey, director of management consulting at Extraprise, and an analyst at the Yankee Group.

CRM in 2008: It's All About Managing the User Experience

Cost savings is a key driver for business decisions, but customer experience, content and collaboration have the potential to not only deliver greater organizational value but also put more control directly in the hands of customers.

Multi-Channel CRM: It's in Your Future

Even the most Web-savvy users will encounter situations when they need to send an e-mail or will want to chat with an agent or even send a fax. That could be an opportunity, so answer the phone!

The (New) Age of Knowledge Management

KM is back and is even returning to the spotlight as more lightweight, more focused "KM 2.0" tools make it easier to use and justify new investments.

Can Self-Service Deliver Better Service?

The top 10 mistakes companies make in introducing self-service—and how to avoid them.

Is CRM Dead?

Alive or dead, CRM is vastly changed from the acronym we once thought we knew.

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Windows 7 Webcast Series

There's a lot of buzz about Windows 7 out there. Each month in our webcast series, listen to analysts and customers discuss how Windows 7 and the Windows Optimized Desktop is impacting large companies around the world. Learn how they evaluated Windows 7, including the cost of deployment, deployment strategies, and tangible benefits.

Sponsored by Microsoft Listen to on-demand Recordings »

Service Level Management Best Practices Life Cycle Overview - Improve Service Levels

Best practices for Service Level Management (SLM) is a process for consistently meeting customer requirements and delivering on IT's promises. See the steps required to ensure high-quality SLM.

Sponsored by Compuware Read this White Paper »

Keeping Your Members Safe from Online Scams and Predators

In order to keep fraudsters out, romance sites must deploy effective solutions that look at information independent of what is supplied by users. A device fingerprinting solution such as iovation ReputationManager™ provides unique insight into the computers being used to create multiple accounts and exposes hidden device-account relationships that identity-based fraud solutions often miss.

Sponsored by iovation Read this White Paper »

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