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What’s Your Next Innovation Leapfrog?

Posted by Rajiv Puri in

Consumer Packaged Goods

Jan 5, 2012 | Total views: 366

A couple of weeks ago, I met a manufacturing customer of ours to discuss how MindTree could contribute to their innovation journey. Given the subject, it was not surprising that our ice-breaker conversation drifted into the most topical of all product innovation topics these days ...

Housing TPM solutions – Build vs. Buy vs. Rent

Posted by Srinath Srinivasan in

Consumer Packaged Goods

Nov 28, 2011 | Total views: 388

Spend on trade promotion can vary anywhere between 15-25% of a Consumer Packaged Goods (CPG) company’s revenue. As the size of the company grows, the amount at stake gets bigger. Once it crosses a threshold level, companies start looking at a robust TPM solution. When ...

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The 2011 New Jersey HR Leadership Summit

Posted by Robert Finnis in

Data & Analytic Solutions

Aug 2, 2011 | Total views: 272

On 2nd June, I attended the ‘2011 New Jersey HR Leadership Summit’ organized by Evanta, at the New Brunswick Hyatt. The event was well attended, drawing HR leaders from Connecticut, New Jersey, New York and Pennsylvania. The governing body and event planners did a great ...

HR Data Management - Your Key to a Successful HCM Program and Analytics Strategy

Posted by Robert Finnis in

Data & Analytic Solutions

May 24, 2011 | Total views: 363

Having an employee data plan relieves the pain many HR organizations are experiencing today around consistent reporting, regulatory compliance, implementing Service Oriented Architecture (SOA), and Software as a Service (SaaS). It’s also a prerequisite for implementing a successful HR Data Analytics program. Traditionally one might think “data” ...

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Engagement or Loyalty: why settle for one?

Posted by Samya Ghosh in

Digital Business

Dec 8, 2011 | Total views: 274

A colleague of mine and I recently had a lively debate over the primary goals of a solution we are working on, called mKonnect. We often look at a problem from very different sides (he’s much more of a Star Wars guy and I think ...

Solving for the Customer Ecosystem

Posted by Manish Grover in

Digital Business

Nov 8, 2011 | Total views: 121

As we move towards connecting with our customers and consumers over multiple new channels such as mobile and social media, we should keep in mind that the original challenges with customer relationships still need to be solved. The primary one is that of treating the ...

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Is vmUnify just a provisioning solution?

Posted by Giridhar LV in

Infrastructure Management

Feb 8, 2012 | Total views: 72

When talking to some of our prospects, one of the common questions that they ask us is whether vmUnify is just a provisioning solution. To answer this, I thought I will talk a little bit about what goes into provisioning and what vmUnify does. In its most ...

vmUnify - Enabling VM Security

Posted by Raghuveer Krishna in

Infrastructure Management

Jan 18, 2012 | Total views: 160

Today, many organizations face new security concerns because they are increasingly putting their most critical applications on Virtual Machines (VMs). One must be aware of this in order to protect against loss of sensitive data. The vmUnify advantage: Secure Multi-tenancy – One of the major security concerns ...

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What’s in it for me? (WIIFM)

Posted by Sagar Paul in

Knowledge Management

Nov 14, 2011 | Total views: 226

How do we increase participation in communities? A good number of people join us from college campuses and a bigger number are lateral hires. This is a challenge, but also a great opportunity for us. I like to picture ourselves running up an escalator that ...

When you are an expert on something, where do you learn from?

Posted by Sagar Paul in

Knowledge Management

Oct 28, 2011 | Total views: 184

What do we do to learn? what is there to learn? - Conversations and questions. In this era of hyperspecialization, each one of us is an expert in something. Good use of the knowledge we have is dependent on adjacent knowledge and knowledge of things ...

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Micro-marketing – the three Key Principles

Posted by Manish Grover in

Marketing & Strategy

Jan 20, 2012 | Total views: 111

Micro-marketing, which is about understanding, segmenting and targeting markets at a local level and also at an individual level is an important business analysis and planning tool. It helps to establish stronger relationships with customers and partners, boosts revenue realization and also improves operational efficiencies. ...

Digital Channels can help Marketing Entry Barriers

Posted by Manish Grover in

Marketing & Strategy

Jan 9, 2012 | Total views: 106

In this post, we look at an interesting question: How can emerging digital channels reduce marketing entry barriers? While physical barriers such as access and communication across geographic locations are often the easiest to tackle using digital channels, there are other significant challenges that product ...

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Feedback: A Breakfast for Champions

Posted by Naganagouda S Jakkanagoudar in

People Policies & Practices

Dec 19, 2011 | Total views: 276

Every soul is potentially divine and all of us are born genius, but some people fail to recognize the genius in them and lead a mediocre life. We live in a competitive world where collective performances drive success, happiness and emotional engagement with organizations. As ...

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Distributed Agile and Work-Life Balance

Posted by Raja Bavani in

Product Engineering

Feb 7, 2012 | Total views: 173

“Agile impacts work-life balance!” This is what I heard from a project team during the initial days of 2010. The team was struggling to cope up with their commitment to deliver after repeated iterations. For them, ‘Agile’ meant not just overtime, but a lot of ...

Customization in SaaS – Who draws the line?

Posted by Rajesh Ranjan in

Product Engineering

Jan 31, 2012 | Total views: 109

In a recent article on CRN, I wrote about customization and its utility in SaaS. Different Independent Software Vendors (ISV) look at customization in different ways. Some feel it is too important and go the extra mile, while others make their SaaS product heavily configurable. ...

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Governance - Present and Future

Posted by Manish Grover in

Service Excellence & Methodologies

Jan 13, 2012 | Total views: 101

The concept of governance has taken on new forms and broader definitions over the past decades. As a result of continuous changes in the business and operational landscape, there are several definitions in use - corporate governance, program governance, IT governance, marketing governance, financial governance ...

Project as a Complex System - Feedback loops

Posted by Girish Deshpande in

Service Excellence & Methodologies

Dec 15, 2011 | Total views: 119

In my last blog, I said that a typical project is nothing but a complex dynamic system. At least, it shows all the characteristics of the complex system the way any other complex system typically would do. If the project is a complex system, then ...

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Smart Grid Applications go on Cloud

Posted by Girish Deshpande in

Technology Trends

Jan 30, 2012 | Total views: 116

As Smart Grid proliferates across the world, one emerging technology trend is the adoption of technologies like SaaS and Cloud for Smart Grid applications. Many Smart Grid applications are natural candidates for these new business models and many major vendors in this sector have already ...

Crossing Swords – ARMed Intel

Posted by Amit Kumar in

Technology Trends

Jan 23, 2012 | Total views: 177

Intel announced multi-year pacts with Motorola Mobility and Lenovo to develop smart phones and tablets at ‘CES 2012,’ one of the largest consumer electronics show on earth which concluded a few days back in Las Vegas. These devices are based on its 32-nm Medfield platform ...

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What is the purpose of testing?

Posted by Ananda Rao Ladi in

Testing

Jan 25, 2012 | Total views: 270

Life has been very hectic in the last two months, before the New Year. This is the time, when our customers renew the IT contracts and prospects invite us to bid for new testing opportunities. This is a great time for two reasons: The number of ...

Tester’s choice - from Order Takers to Rain Makers

Posted by Sudip Naha in

Testing

Dec 5, 2011 | Total views: 124

Around 10-12 years ago, when independent testing roles started to gain popularity, thanks to the adoption of WWW, things were different. Customers were looking at us to execute test cases (many a time written by them) and report anomalies, expecting to overcome the focused vision ...

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For a Complete Online Booking Experience

Posted by Ajay Paul in

Travel, Hospitality & Leisure

Dec 16, 2011 | Total views: 236

Vacations and holiday seasons are just around the corner, and families are clamoring for a dream vacation. Most of us have a busy schedule and don’t have time to find the perfect vacation spot. Unfortunately, most travel decisions are made unconsciously. We simply decide without ...

Is Mobile NFC going to revolutionize payment, loyalty and travel industries?

Posted by MindTree Blog Archives in

Travel, Hospitality & Leisure

Oct 3, 2011 | Total views: 219

During the early part of this year, when Borders Group filed for bankruptcy and closed most of their stores, I felt really bad. It seemed like an era was coming to an end. The movie “You’ve Got Mail” depicts the impact to the ‘mom and ...

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Debunking the SMB Myth about Technical Support

Posted by Srinivasa Rao in

Infrastructure Management

Sep 16, 2009 | Total views: 17

Srinivasa Rao
Head - Technical Support
More articles by the author

In the earlier blog we asked if SMBs can achieve “support nirvana” by retaining focus on its core business and on “shoestring budgets.”

As a matter of fact, most of the SMBs do not think about these questions, as they feel they do not need and/or cannot afford a full-time tech support team. The assumption here is that the call volume does not warrant full-time tech support. Engaging a partner is not an easy choice for an SMB, as the partner always wants volume business to provide affordable services.

This is not true anymore. Tech-support is not just for the large companies with hundreds of customers, large budgets, and higher call volumes. In fact, it is often more productive for the SMBs to look at partners to offload their support requirements. The key is in structuring the support operations correctly; and of course selecting the right partner.

In the next few blogs I will take you through the necessary steps to transform your tech support to make your support operations affordable and your customer satisfaction predictable.

I will explain the ways to upgrade tech support operations and the criteria to select a right partner who can help you focus on your core business.

As always, please do share your thoughts and experiences.

Tags : Tech Support or Technical Support, Technical Support

Debunking the SMB Myth about Technical Support

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