7.0 CRM SUCCESS FACTORS

The success of CRM practices depends on a company’s capability to leverage customer information in B2B and B2C channel relationships. Companies can customize these channel in two ways- Relation/Transactional and High-Tech/Low-Touch-to improve the relationship between customers and suppliers. Relation channel provide emotional appeal to customers via the 4 marketing Ps (price, place, promotion, and placement). In contrast, the transactional relationship downplays the emotional aspects and emphasizes the IT capability to streamline a transactional process. For both channel building approaches, human and technology emphasis can have different degrees of involvement. Although IT supports are indispensable for the success of CRM, too much reliance on IT applications can bring diminishing returns to sales performance. The ultimate goal of IT usage is to optimize the performance of marketing tasks in achieving a mass customization strategy. How to effectively use IT to support a CRM strategy is both a talent and a art

6.0 USING ANALYTICAL CRM TO ENHANCE DECISIONS

CRM applications were developed to cope with the challenge of integrating information that has been scattered throughout the entire organization or across the supply chain. Customer interactions take place anytime and anywhere. Information collected at each customer interaction point has limited value unless integrated into the total system. CRM application is added to enterprise systems to address marketing opportunities in downstream supply chains.

A comprehensive CRM system includes three major components: (1) Operational CRM, (2) Analytical CRM, and (3) Collaborative CRM. Operational CRM can resolve problems related to sales force automation, customer service and support, and enterprise marketing automation. Analytical CRM systems provide intelligence based on the data collected and accumulated from all customer interaction points over time. Collaborative CRM systems assist the communication process between customers and organizational functions. Customers can choose any channel to communicate with service representatives via their preference channels, such as face to face, Internet, telephone, fax, mobile phone, and instant messaging (Richard, 2010).

Personalization occurs when a Web site can know enough about person’s likes and dislike that it can fashion offers that are more likely to appeal to that person. Many organization are now utilizing CRM to create customer rules and templates that marketers can use to personalize customer messages (Paige, 2009).

5.0 CRM EXPLOSIVE GROWTH

The primary benefit of a CRM program is increased customer retention. Winer reports on a study by McKinsey demonstrating that customer retention has greater value than customer acquisition. Business should expect to see improved financial results from their CRM program.

In addition to the tangible benefits, there are intangible benefits. The relationships with customers should be more open and effective. Hopefully, things will go smoothly; however, if there are incidents, the closer relationship should help in their resolution.

Internally, the need to develop cross-functional program should increase the collaboration among internal functions. Even without considering the operations functions such as purchasing, production, distribution, and inventory management, there is a need to get sales, marketing, and Information Technology (IT) people more comfortable with one another. Nairn highlights the difficulty in communication between the “emotions-driven sales forces and the clinical binary-driven IT expert” as difficult unless intelligently managed (Richard, 2010).

CRM Business Driven:

1. Automation/productivity/efficiency

2. Competitive advantage

3. Customer demands/requirements

4. Increase revenues

5. Decrease costs

6. Customer support

7. Inventory control

8. Accessibilit

4.0 WHY CRM NOW IMPORTANT THAN BEFORE?

CRM research supports the conclusion that it is a management “fashion” and not a “fad”. It should have a great appeal in service industries, such as banks, public accounting, and insurance. Electronic CRM has great promise. Shah and Mirza provide, in great depth, the use of Web services to achieve effective CRM.

However, CRM is long way from achieving its potential. Some companies will get it all together and reap the benefits by assimilating the principles of CRM into their normal business practices. Others will go through the motions, stall, and move into a newer program that promises to be easier to implement and provide even greater benefits. Still others will never know that CRM was available (Richard, 2010)

3.0 EVOLUTION OF CRM

As one of the key business processes, CRM focuses on developing and managing relationships with internal and external customers. A CRM business process consists of strategic and operational sub-processes as follows.

1. The strategic sub-processes

- Review corporate and marketing strategy

-Identify criteria for categorizing customers

-Provide guidelines for the degree of differentiation in the Product/Service Agreement (PSA)

- Develop a framework of metrics

-Develop guidelines for sharing process improvement benefits with customers

2. The operational sub-processes

- Differentiate customers

- Prepare the account/segment management team

-Internally review the accounts

- Identify opportunities with the accounts

- Develop the PSA

- Implement the PSA

v Measure performance and generate profitability reports

CRM is part of a demand chain solution to address challenges in attracting potential customers and creating customer loyalty. Demand chains address issues related to customer demand, including product information, the product itself, services related to the purchased products, the product’s ease of use and performance, the purchasing experience, and after-sales support (Richard, 2010).

Three (3) phases in the evolution of CRM is reporting, analyzing, and predicting. CRM reporting technologies help organizations identify their customers across other applications. CRM analysis technologies help organizations segment their customers into categories such as best and worst customers. CRM predicting technologies help organizations make predictions regarding customer behavior such as which customers are at risk of leaving (Paige, 2009).

2.0 RECENCY, FREQUENCY AND MONETARY VALUE

This is useful formula to find most valuable customers. It is called RFM- Recency, Frequency, and Monetary value.

· Recency: How recently a customer purchased items.

· Frequency: How frequently a customer purchases items.

· Monetary value: How much a customer spends on each purchase?

For example, if Mrs. Zara always buys software but never computers, then the company should offer him free software with the purchase of a new computer. CRM technologies an organization can use to strengthen its customer relationships and increase revenues (Paige, 2009)

1.0 CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

One of the key activities that marketers should understand is how to effectively manage positive relationships with customers. Firms focus on CRM to have quality relationships with customers. CRM consists of the firm’s activities to build, retain, and sustain long-term relationships with customers, whereby it tries to improve profitability in the long run. To have an effective CRM system, the first task for the firm is to maximize the collection of customer information. Internet and information technology enable the firm to easily target specific customers, learn about their unique needs, analyze their behavior, and provide the best value to them. An effective CRM mainly depends on technologies based on advanced databases and analytical tools to analyze customer data and provide better products or services. For example, data mining, which is involved in specialized statistical software programs, allows a firm to uncover and predict customer behavior and purchase patterns. The firm can then tailor its marketing strategies to meet the customers’ specific needs. Web sites or call centers are also example of CRM systems that are used to support customer services, whereby the firm manages positive relationships with customers.

Although sophisticated statistical analytic software and information technologies play a critical role in the success of CRM implementation, it is not just the software or technologies that drive the building, maintaining, and sustaining of customer relationships. CRM means more than harnessing a technology based customer database. CRM is the overall firm commitment to the development of proactive customer relationship strategies that are combined with other business strategies. The purpose of CRM is to provide satisfaction for customers. CRM is more than the simple reduction of marketing costs and more efficient interactions with customers; it is the building of a long-lasting customer centric orientation within the firm (Cheryl, 2007).

Customer relationship management (CRM) refers to business processes executed by a company and with its business partners to service customers and sustain relationships with them.

UNITAR CIFAL Shanghai concludes Smart Cities training to build capacities in ICT for developing countries

From July 6-26, CIFAL Shanghai, in partnership with the Ministry of Commerce, Ministry of Industry and Information Technology, and the Ministry of Foreign Affairs of the P.R. of China, hosted its third training programme of 2011, with a focus on information and communications technology (ICT) services to build Smart Cities.

The 20-day training brought 38 participants from 24 countries, covering Asia-Pacific, Africa, Europe, Latin America and Caribbean regions to explore not only Chinese development of integrated ICT services in Shanghai, Hangzhou, and Beijing, but also to compare and discuss country to country experiences in achieving digital inclusion and modernized ICT services for all urban populations.

Participants hailed from Ministries of Information and Communication, Ministries of Interior, Finance and Planning, National Research Institutes, Parliaments, Local governments and more; and were from countries as varied as Egypt, Chile, Uganda, Nigeria, Tonga, Viet Nam, Albania and more.

The training opened with a focus on the City of Shanghai, showcasing the scaling up ICT services throughout the mega-city, and the how tos of investing in a "Digital Shanghai," as well as how investing in digital inclusion and digital literacy has exponential economic growth benefits for all. Participants had the chance to discuss and compare their own local development plans and how they address ICT planning and delivery, with that of Shanghai's past and present plans.

On day 7 of the training, all participants were moved to Beijing to visit IBM offices and its Cloud-Computing Centre, learning firsthand about how cloud computing can provide a low-cost solutions for ICT infrastructure and the extension of services for public and business users. Participants also had site visits to Lenovo Group's Beijing Innovation Centre, visiting the birthplace of Lenovo and learning about Lenovo Mobile Communications Technology.

Participants also had various lectures from leading Chinese companies in ICT services, such as Neusoft Corporation, noting the growth in Chinese public-private corporations in ICT research and development, consumer products, and services delivery, as well as the role of government in promoting Small and Medium Enterprise (SME) growth and business development in ICT. To learn about the role of ICT in delivering online media for "netizens", participants also had a site visit to People's Daily Online (one of the country's leading online news sites since 1998http://english.peopledaily.com.cn). Finally, participants visited China's Ministry of Industry and Information Technology, to learn firsthand about China's Informatization Development Strategy.

With a short pause to visit the Great Wall of China, participants were next taken to Hangzhou, the capital and largest city of Zhejiang Province in Eastern China, to visitHangzhou's Hi-tech Industry Development Zone, to attract e-Commerce companies from abroad, the park has a complete range of infrastructure, which has been constructed in accordance with the new city plan and all complementary basic services.

Participants then returned to Shanghai, learning about spillover development in satellite cities such as Wuxi, and ICT inclusion and upgrading for underdeveloped districts such as Fenxiang District in Shanghai.

With a wealth of examples of Eastern China's rapid informatization and how this is linked to effective local development planning, strategies, and financing, participants had a chance to gather a comprehensive view of how ICT investments extend to and can improve everything from disaster preparedness, health services, transport, job creation, to the general wealth and digital literacy of their populations.

NILAI

STUDENTS enrolled in Nilai University College (Nilai UC)’s Diploma in Aircraft Maintenance Engineering not only learn in the classroom, but have the opportunity to apply their knowledge on a real aircraft at the institution’s very own hangar.

Soon, these students will have the option to further their knowledge in the field through a recently signed memorandum of understanding with the United Kingdom’s (UK) Kingston University and CAA International Ltd (CAAi), a subsidiary of the UK Civil Aviation Authority.

Nilai UC president Prof Emeritus Tengku Datuk Shamsul Bahrin said students would have the option of pursuing an engineering degree in Aircraft Maintenance through its partnership with Kingston.

Prof Emeritus Tengku Shamsul (right) exchanging documents with Dr Mason at the ceremony.

“Students who want to further their studies after the diploma will have the avenue to do so locally through a one-year top-up degree programme with Kingston.

“With the agreement, Kingston will also now be providing the notes for the diploma programme while CAAi will regulate the examinations throughout the course duration,” he said at the signing ceremony recently.

The degree programme with Kingston is scheduled to commence next January, together with additional options in helicopter maintenance and avionics.

Prof Emeritus Tengku Shamsul said Nilai UC, which had been running the diploma programme for the past three years, aims to produce trained professionals who meet international aviation standards.

“Although three years is not a long time, we have worked hard to ensure the programme was accredited and now we are pleased to team up with Kingston and CAAi to further enhance the programme.

Diploma in Aircraft Maintenance Engineering students working on an aircraft during a practical sesion.

“Industry acceptance is also important and we are lucky to have the support of nine industry partners — SR Aviations Ltd, Berjaya Air, Dnest Aviation Services, KLAS, GGIFA, Sabah Air, Subang General Aviation Sdn Bhd, Integrated Training and Services Aviation Academy and Systematic General Aviation Sdn Bhd,” he said.

Aircraft Maintenance department head M. Kunalan said the partnership also allowed students to obtain valuable feedback on their examination performance.

“It is important for the students to know how they fare in the examinations, and now they will be able to get feedback on their performance from the CAAi,” he said.

Also present at the ceremony were Kingston University engineering faculty dean Dr Peter Mason and CAAi training and examinations unit senior manager Matthew Margesson.

FSKTM Students Represented UPM in Imagine Cup

Three students from the Faculty of Computer Science and Information Technology (FSKTM), Universiti Putra Malaysia (UPM), were selected to represent UPM at the 2011 Malaysia Imagine Cup competition recently.

Mohamad Najib Basery, The Green P

The FSKTM team is led by their mentors, Dr. Lili Nurliyana Abdullah, Dr. Razali Yaakob and Dr. Rohaya Latip.

Namely the Green P, they created the 'Botanic Sustainability Smart System', a web based software to identify the type of soil and suitable plants that can be planted with it.

A second year student in Bachelor of Computer Science (Computer Networks), Mohamad Najib said the idea to develop the software was drawn from the famine situation in Africa. Thus we are inspired to help them in identifying suitable crops for their land.

"It took us almost two months to develop this system as well as data collected from the Ministry of Agriculture and Agro-Based Industry (MOA), Institute for Research and Development Institute (MARDI) and assisted by Prof. Dr. Kamaruzaman Joseph from the Faculty of Forestry, "he said at the Malaysia 2011 Imagine Cup competition at the Pullman Hotel, Kuching.

In addition, the system is able to analyze the crop price index, which enables those involved in the agricultural industry to determine their budget in order to initiate agricultural projects.

Meanwhile, WASPending developed software that combines the teaching of general knowledge, science and math, and also a hero character as well as focused history for students aged 10 to 12 years old.

WASPending team leader, Wong Ching Yee said the system called 'Challenge the Difference "was developed in the form of games and educational software.

"I hope that this software will draw attention from the children’s education related industry," he said.

His friend, Tan Wee Chong, a final year student of Bachelor of Computer Science (Software Engineering) from The Frontiers said his group developed 'The 1 Cent Project' a micro donation system that integrates with telecommunication companies to further promote the culture of giving among students.

"Students can donate as low as one cent, and the use of the software can be promoted by the telecommunications company as a community service program (CSR).

"By using this system, users can select their donation to be distributed for non-governmental organizations (NGOs), the amount to be donated and the identification number and the data will be verified by the telecommunication companies after obtaining confirmation," he said.

The 2011 Imagine Cup is a technology competition between the students of the Institution of Higher Education in promoting solutions to global problems.

The competition aims to produce talented students in the world of software designers, programmers, game developers and digital media enthusiasts and simultaneously addressing issues related to humanitarian assistance, poverty, education, disease control, health, environment and global issues.

MMU Eyes Future in Nanotechnology

SCOUTING for a degree programme after leaving school may be a daunting experience for most school leavers.

There are many considerations that need weighing, including the growth potential of the industry chosen and cost of the programme pursued as decisions made can make or break one's career path in events of economic downturn or business uncertainties.

But there is one industry that is on the rise in Malaysia. It is none other than nanotechnology. School leavers or any candidates considering engineering programme can the nanotechnology alternative.

Although the field is still in its infancy, there is growing interest and expenditure in it.

Multimedia University (MMU) vice-president of academic, Associate Professor Wong Eng Kiong says: "We are seeing a slow but steady increase in enrolment in our nanotechnology programme because of the government's emphasis under the 9th Malaysia Plan."

Under 9MP, RM124.3 million has been allocated for the nanotechnology industry. The inauguration of the Malaysia Nanotechnology Association (MNA), governmental support for nanotechnology is at an all-time high as the technology can revolutionise the entire manufacturing industry.

One way this is achieved is by generating new types of nanomaterials, applicable in the metal, chemical and nanoelectronics industries. Other industries that can benefit are automotive, pharmaceuticals and health sciences, as well as information technology.

Realising the huge potential in store for the industry, MMU recently launched its Bachelor of Engineering Electronics (hons) majoring in nanotechnology. It is among the first of nanotechnology courses to be offered in the country.

"This nanotechnology programme is a true landmark offering," says Wong.

He said previously, those who wished to pursue a career on nanotechnology must go overseas.

"Now, you can join as an undergraduate and be part of a growth industry."

He adds that the career prospect for a nanotechnologist is quite healthy and promising.

He adds that the past few years have seen an increase in mechanical engineering enrolment, due to the manufacturing industry in the country. Telecommunications engineering also remains a popular choice.

MMU is one of the very few institutions in the country offering an undergraduate programme in nanotechnology

Intakes are open this month in the fields of engineering, IT, management and creative multimedia.

CURRENT PROJECT IN UNIKL MIIT

In 2007,UniKL has initiated an effort commercialization through the launching of technopreneur development trademark,named Technoputra.The Technoputra programme encompass six levels of technopreneur development. It starts with the enrollment of students through the registration of entrepreneurship course which is a compulsory course by the registration of entrepreneurship course which is compulsory course by the university; through co-curricular activities that are entrepreneurship related and the practice of entrepreneurship during their study and consequently becomes a technopreneur upon completion of their study.

The main concern of having Technoputra at institute level is to produce ICT technocrats especially among UniKL Malaysian Institute of Information Technology (MIIT)students and lecturers. UniKL MIIT has took the effort to create and develop technopreneurs from its undergraduates. This is apparent from the university's and institute's vision which aims to create global ICT technopreneurs.Parallel with it,various programmes have been planned thoroughly and certified by professional bodies.Besides,the different programmes and certification offered by UniKL MIIT are admirably recognized by different authorities as a men to create successful technopreneurs.To further ensure the success of UniKL MIIT Technoputra programme and activities,MIIT has endeavored smart partnership with existing professional bodies such as CISCO, Apple, EC-Council, Microsoft, SAP and etc.Our Technoputra has coordinated and organized various certification and technopreneurship development programme with them where it is catered for students, lecturers as well as public who are interested to get certification by the professional bodies.

It is believed that the UniKl MIIT Technoputra programme will become one of the main contributor to the national economy, particularly in the ICT related industrial sector.

Shop For Senior Campus Student 1Malaysia

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Student Store 1Malaysia (Students Save) in Universiti Teknologi MARA (UiTM) is now the main attraction across the campus community. The shop is housed in the College of jasmine, UiTM Shah Alam and has been in operation since early March. It was the first retail store owned by UiTM Kosiswa Selangor Berhad and managed entirely by students and Kosiswa.

Goods are sold usually at market prices, but there are also goods sold at retail prices are cheap and affordable. Among the items sold are groceries like 1Malaysia mineral water, sugar and junk food 1Malaysia 1Malaysia.

Cheap price offered to be one of the main causes of this 1Malaysia Student Store into the public, especially among students of the campus itself. The response was well beyond expectations when receiving visits of students almost every day.

Apart from selling essential items at a cheap price, 1Malaysia Student Store also provides an opportunity for students who want to become entrepreneurs by working as a part-time employee at the shop. Meanwhile, 1Malaysia Student Discount Card (KDS1M) is introduced by the government recently. There are 51 companies have agreed to give a discount through this KDS1M.

Student Store 1Malaysia (Students Save) is a pioneer for students going into the field of entrepreneurship, and here also they can learn the basics of business, management and retail.

INTEC Outstanding Host Talk With Minister of Youth and Sports

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A Talk program together with the Minister of Youth and Sports, YB Dato 'Sri Ahmad Shabery Cheek was held on 5 September last, at the College Cemara, INTEC Education College (INTEC), Shah Alam. Also present enliven the event, Deputy Vice Chancellor of Student Affairs, Prof. Dato 'Dr. Abdullah Mohamed Said and INTEC Director, Prof. Dr. Corey Noordin.

The program is organized to inject a sense of unity among INTEC students from different races and backgrounds. Topics of discussion are presented in the forum is the role of the youth to the community and youth participation to activities or programs provided by the ministry. A total of four panel took part, among them Minister and three students INTEC consisting of Malays, Chinese and Indians.

In addition, the presence of the Minister of the talk show program is hoped to enhance students' understanding of strong character development and the importance of their involvement in community activities for overseas living life in the future. Good advice delivered by the Minister through his experience and guidance will guide the students.

The highlight of the program guests were entertained with students on the theme of 1Malaysia. Before the ceremony ended 1Malaysia sacred songs were sung en masse along the Honourable Minister.

Breaking fast with the Sultan of Selangor Citizens UiTM

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Shah Alam, August 2: Sultan of Selangor, Sultan Sharafuddin Idris Shah had consented to attend yasin readings, prayers, fasting and prayers breaking with nearly a thousand people Universiti Teknologi MARA (UiTM), at the Al-Wathiqu Billah Tuanku Mizan Zainal Abidin here yesterday.

He also consented to deliver the money to the recipient charity recipients, four fisabillah (RM500 per person), 10 poor (RM700 per person), nine poor (RM800 per person) and three new brother / muslims (RM400 per month). He also received a momento of the occasion UiTM zakat delivery.

At the same event, reading yasin and special prayers were also held for the late Sultan Salahuddin Abdul Aziz Shah Alhaj and Bonda Majesty King Selangor, Almarhumah King, daughter of King Goodwill Saidatul Treasurer and Almarhumah Tengku Badar Shah Tengku Puteri Paduka Adinda Aisha. Ceremony was led by Ustaz Haji Abdullah Haji Mohd Idris.

Also present at the ceremony, Chairman of the Board of Director, Tan Sri Dato 'Dr Wan Mohd Zahid Mohd Nordin, line Pro Chancellor, Tan Sri Arshad Ayub elect, elect Tan Sri Datuk Seri Chief Abdul Rahman Arshad, Tan Sri Dato' Sri Sallehuddin Mohamed and elect Tan Sri Nuraizah Abdul Hamid, as well as Vice-Chancellor, Dato 'Prof. Ir Dr Sahol Hamid Abu Bakar, also the Director of Islamic Thought and Understanding (the City), Assoc Prof Dr Mohammad Rahimi Osman.

Post Independence Ride UiTM 1Malaysia

On Aug. 30, the launch of the Post Independence UiTM Ride Program was held at the Chancellery Tuanku Syed Sirajuddin, UiTM Shah Alam. The program was opened by the Vice-Chancellor. Also present were Deputy Vice Chancellor of Student Affairs (Student Affairs), Prof Dato 'Dr Abdullah Mohamad Said and Head of Centre for Sport, Mr Mustaza Ahmad.

The program organized by UiTM Malaysia Club (KRESMA) in collaboration with UiTM Sport Center is to highlight the determination, quality and leadership talent UiTM students, in addition to promoting Race Changing Destiny Child (MDAB) in the hope of freeing from the shackles of more Bumiputera hardship and desolation knowledge.

Program for eight days commencing from 1 to 9 September that involved 55 participants from UiTM Shah Alam. Participants will paddle as far as 777km along the west coast of Peninsular Malaysia, from the Drain King, Johor and ended in Arau, Perlis. Selection of 55 participants in this program is symbolic of the 55 years of independence.

The Vice-Chancellor said in his speech, the program entered the UiTM students is very beneficial to be able to strengthen the self-esteem of students with local community outreach, as well as to understand the meaning of freedom has been championed by the fighters of the former country.

The ceremony also witnessed the ceremonial flag to symbolize the opening of the Vice Chancellor and the program ended with the release of event participants.

Independence outcry Reverb in UiTM, Senior Proof Patriotic spirit of 1Malaysia

Shah Alam, 04 September - Independence Day Celebration 55th stage of Universiti Teknologi MARA was greeted with so lively appropriate to the theme Gema Merdeka, at Anjung Sri Budiman, UiTM Shah Alam. Also present were the Vice-Chancellor enliven the event, Dato 'Prof. Ir Dr Sahol Hamid Abu Bakar.

UiTM citizens also celebrate the independence celebration, proving their patriotism 1Malaysia always thickened to this beloved country. The celebration was also fueled by poetry recital presentation, entitled Malaysia Merdeka M by national poet, Abdul Ghafar Ibrahim, better known as Pak Agi,

"History is a mirror of the past to our future. Independence of our country would be meaningless if there are still those among us who are not full-soul instill the love for the country and nation. "Said Vice-Chancellor.

"History has shown that people who betray their own country will be easily conquered, subjugated and ultimately destruction also fail," he said.

All citizens UiTM an ambassador who will lead the university image in the public eye. So strong identity and personal lives need to be strengthened in order to defend their religion, race and nation, as well as love and care UiTM with a vengeance.

In the meantime, Council summit concluded with a flag and singing Date 31. Vice Chancellor also affix flag on staff as a symbolic vehicle Independence Day Celebration-55 for the

Globe Business supports 5th International ICT Awards

INQUIRER.net
First Posted 13:07:00 03/29/2011

Filed Under: business, Telecommunications Services, Awards and Prizes, business process outsourcing (BPO)

MANILA, Philippines ? Globe Business, the enterprise and corporate client servicing unit of Globe Telecom, takes part in the 5th International ICT Awards as it continues to contribute in advancing the country?s BPO sector.
Globe Business has been an ardent supporter of the ICT Awards since 2008 and remains a strong partner of the Canadian Chamber of Commerce of the Philippines and the Business Processing Association of the Philippines in this annual event.
The International ICT Awards honors individuals and organizations for their outstanding performance in promoting the country as one of the top BPO destinations around the globe. It aims to continuously improve ICT in the Philippines by encouraging innovation and excellence among BPOs. The awarding takes place on March 31, 2011 at Dusit Thani Manila.
For four years now, Globe Business has been presenting the ?BPO Employer of the Year? award, an honor given to organizations in the local customer service industry who contribute to the Philippines? global recognition and competitiveness in the field. Winners of this award are recognized for their significant investments in human resources, exemplary practices and commitment to corporate social responsibility, among others.
?We have remained strong in the BPO industry and they have our support as we collaborate to further enhance the position of the Philippines in the international markets,? said Jesus C. Romero, Enterprise Segments Head of Globe Business. ?We are pleased to be part of the 5th International ICT Awards ? Philippines 2011 as we recognize and honor the achievements of BPOs that continue to provide its employees with the best possible working environment where they can develop both professionally and personally.?
?At Globe Business, we understand that an enterprise?s most important asset is its people. The customer service sector is an industry that heavily relies on the skill and capabilities of its human resources, hence, we are honored to be given this opportunity to recognize the commitment of BPOs to their employees,? added Romero.
As it further sustains strong partnerships with BPOs, Globe offers end-to-end solutions that can serve as effective tools for companies to further attract and retain their assets. Globe Business? Employee Prepaid Plus service, for instance, enables customers to deploy communications allowance as part of their company benefits that employees can value and enjoy. Globe Business is also focused on providing the sector with reliable and diverse domestic and international backbone networks. It assures BPOs and enterprises that it delivers telecom solutions that are certified with international standards.
?For us, it?s all about supporting the industry and our role as telecom service providers is to invest in our infrastructure to provide the best customer experience. But we don?t stop there. We also bring world-class services that are certified by international standards. Certifications are part of our support system that ensures customers what they get are at par with global standards. The effect has been tremendous and it has allowed us to continue to invest in the industry,? Romero said.CLICK

Master ICT in Business

Welcome!

Students from all over the world join our M.Sc. ICT in Business programme. For some 24 months they will become part of the student community of the oldest and possibly the most prestigious University in The Netherlands and one of the most renowned academic institutions in Europe. A university that prides itself with a tradition in innovation; researching and teaching the latest developments across a wide range of disciplines, in close cooperation with industry.

Vision

ICT has become a vital part of the competitive strategies of many companies. This situation does not only require a new perspective on the application of ICT, it also places different demands on IT Professionals. This New Manager is not only familiar with the latest developments in ICT, but is also capable of translating them to added value for organisations and their customers.
The modern IT professional will play an increasingly important role in making any company successful. It is his or her responsibility to align business operations and information technology – to develop a vision, to communicate. Both knowledge of IT and Business skills are essential.

ICT in Business

The M.Sc. in ICT in Business has been designed to provide a flexible framework for graduate study in Information Management and is of particular interest to participants wishing to pursue an international career involving both ICT and Management. The programme analyses how ICT enables innovations in all business areas including marketing, operations, finance, strategy and of course IT itself. The programme is flexible allowing for international exchanges and offering opportunities for in-company thesis projects with many leading organizations inside and outside The Netherlands.

Career

After finishing M.Sc. ICT in Business, job opportunities are excellent and diverse, ranging from consultancy to IT management and from entrepreneurship to PhD research. Graduates of our programme are particularly suitable for a career path leading to Chief Information Officer in large organisations. They have found jobs in all the above categories, both within Europe and outside, in industry, government and universities.CLICK

ICT Bussiness

ICT & Business

 

Nowadays Business processes make use of ICT more and more and the Business IT-specialist knows how to apply ICT in organizations to achieve their objectives.

A Business IT-specialist knows how to analyze organizations and business processes but is also able to give advice on solutions and transfer these solutions into design and – also important – to realize this design.
Business Information Technology is a wide study field aiming at business processes and the question how to improve these processes by using ICT but also to make them quicker, cheaper and more client oriented. A Business IT-specialist can build bridges and who knows how to cooperate and communicate: with the management and the clients to find out what the organization is looking for. Also working together with ICT-developers who realize the solutions invented by the Business IT-specialist and the users who have to work with the invented solutions.

This 4- year Bachelor programme leads to the international Bachelor degree in ICT. Our students are trained to become all-round IT-experts in Business Information Technology. With the knowledge and skills collected at Fontys University students can work as high-level Information System Analists and managers in the IT sector.

In our University of Appied Sciences you will get a combination of theoretical subjects and practical training. This practical training is very important, that is why we offer 2 semesters in which you work and study in an international oriented company in the Netherlands where you apply your knowledge. These semesters are placed in the third year (internship) and in the fourth year (graduation project).CLICK

Information and Communication Technologies IBT Partners provides a range of tailored international business and trade development services to Government agencies and Corporations in the ICT sector, please see Government and Corporate for more detailed information. The ICT sector has very specific business development challenges. Our ICT experts and business development teams will bring you an insiders high level of understanding with deep expertise, as well as a range of direct ICT contacts and industry networks. In short, we will bring you the knowledge and tools in the ICT sector to support and deliver your international business and trade development goals. iStock_000013191903XSmall Read more about the ICT sector: Background Current challenges Opportunities ICT background information The economic crisis dented the growth rate in ICT, but only momentarily. Demand for ICT bounced back quickly. Thanks to increased broadband accessibility, technological advances and reduced operating costs, ICT products and services are increasingly affordable. A recent World Summit on the Information Society (WSIS) highlights the growing realisation that international cooperation is increasingly needed in ICT. The WSIS outlined clear aims and objectives to give worldwide access to ICT. In the Geneva Plan of Action, objectives to be achieved by 2015 include, amongst others: the establishment of community ICT access points, Internet access for all universities and schools, research centres, public libraries, cultural centres, health centres and local and central government departments1. Current challenges in the ICT sector The ICT sector offers vast opportunities for the creation of economic and social wealth, thanks to its ability to adapt and evolve, and to allow a high level of user personalisation. At the same time, the rapidity of its development outstrips regulations and controls, sometimes posing a threat to privacy and security. Governmental policies are unable to respond accordingly, and fail to cooperate at the international level. iStock_000008900638XSmallThe EU is the biggest investor in Telecom equipment, but the US has the lead in all other ICT subsectors, namely IT components, computer services and software, and IT equipment. In the EU, only 20% of all patents registered are within the ICT sector, whereas in the US it is 50%. Europe recognises the importance of the ICT sector, highlighting it as a key industry in which it needs to advance and increase investment. The European Commission said that it would increase its ICT research funding from €1.1bn in 2010 to €1.7bn in 2013 and called on EU countries to match the increase8. The EU has made provisions for this in the Lisbon Objective, as well as in its Europe 2020 Strategy. Results are already visible in central Europe, where Hungary, the Czech Republic and Poland significantly increased their workforces in ICT, following the “big four” the UK, Germany, France and Italy. Interesting developments can be also seen in the Nordic countries, especially Finland, Sweden, and Estonia which are some of the few EU countries that invest larger proportions of their GDP in ICT than does the US2. Opportunities in the ICT sector In order to keep pace with developments in the ICT sector, it is important to have access to actual, accurate and complete information and in-depth expertise. We will help you to address all important issues, including trends, key success factors, advancements and innovations, supply and demand development, operational and financial risks, benchmarking, as well as regulations and opportunities for funds and grants. The wild success of Google's Android operating system for smartphones is a telling example of the speed of innovation and change in the ICT sector. 33.3 million smartphones supported by Android OS were shipped within the final quarter of 2010 in comparison with just 4.7 million in the same period of 2009. This incredible performance knocked Nokia’s Symiban off its leading position.4 This example demonstrates the high volatility within the ICT industry which enables businesses to exploit lucrative opportunities leading to rapid and significant returns on investment. Thus it is essential to receive continual updates on the latest trends and technologies that are likely to become of strategic importance. Whilst incorporating ICT is one of the necessary requirements for all enterprises that do not want to lag behind their competitors; many businesses manage to transform IT into their source of competitive advantage. Gartner's recent in-depth research reveals the strategies that are expected to be of a key importance in the near future, including5: iStock_000013452557XSmallTablets → By 2013, 80% of businesses will support a workforce using tablets. Mobile applications → Expansion of mobiles and tablets that have developed into computers in their own right necessitates the need for more applications. By 2014 it is expected that 90% of organisations will support corporate applications on personal devices. → Use of applications in the hospitality sector → Use of applications in the food sector Social media communication and collaboration → Development of subcategories including: social networking based on social profiles (Facebook, MySpace, LinkedIn); social collaboration (blogs, wikis, or instant messages); social publishing (YouTube or Flickr); social feedback (Flickr, Amazon). User empowerment is increasingly common. By 2015 it is expected that companies will generate 50% of their Web sales through their social presence and mobile applications. → Use of social media in the logistics sectors → Use of social media in the hospitality sector Video → Expansion in the use of videos as standard media-type files used by non-media companies. Next generation analytics → Shift in devices supporting business decision-making from advice based on analysis of backward looking data about past interactions to ones based on simulations and models predicting future outcomes. Social analytics → Description of a process of measuring, analysing and interpreting results of interactions and associations among people, topics and ideas provided by social software applications. Context aware computing → Improvement of the quality of interactions with end user (client, business partner or employee) based on use of information about the end user’s environment, activities, and preferences. Storage class memory → Expand in the use of flash memory in consumer devices, entertainment equipment and other embedded IT systems; flash memory is power removal persistent and more resistant to external damage than traditional RAM. Ubiquitous computing → Third wave of computing, where computers will be invisibly embedded into everyday objects. Fabric based infrastructure and computers → Fabric-based computing is entering the mainstream of enterprise computing. It is a revolutionary method used for unifying networks in a central database. M-health → Read more about mobile health. Cloud computing → This will enable CIOs to exploit the potential of their IT departments in order to generate new sources of revenue by becoming a service provider to other organisations. Gartner expects that by 2015, 20% of non-IT Global 500 companies will be cloud service providers3. Mobile e-commerce → Use of smartphones in shopping is increasingly popular. Customers benefit not only from finding a shop location and opening hours quickly and easily, but they can also compare prices among different retailers online, share opinions on products with friends and family, and give feedback through social media networks. Most importantly, the technology is increasingly used for buying products with smartphones. Notably e-bay has register a 134% increase in US sales through mobiles during the 2010 Christmas holiday season in comparison to the previous one.7 Financial services → ICT is expected to highly influence the development of financial services sector

Information and Communication Technologies

IBT Partners provides a range of tailored international business and trade development services to Government agencies and Corporations in the ICT sector, please see Government and Corporate for more detailed information.
The ICT sector has very specific business development challenges. Our ICT experts and business development teams will bring you an insiders high level of understanding with deep expertise, as well as a range of direct ICT contacts and industry networks. In short, we will bring you the knowledge and tools in the ICT sector to support and deliver your international business and trade development goals.
Read more about the ICT sector:

• Background
• Current challenges
• Opportunities

ICT background information

The economic crisis dented the growth rate in ICT, but only momentarily. Demand for ICT bounced back quickly. Thanks to increased broadband accessibility, technological advances and reduced operating costs, ICT products and services are increasingly affordable.
A recent World Summit on the Information Society (WSIS) highlights the growing realisation that international cooperation is increasingly needed in ICT. The WSIS outlined clear aims and objectives to give worldwide access to ICT. In the Geneva Plan of Action, objectives to be achieved by 2015 include, amongst others: the establishment of community ICT access points, Internet access for all universities and schools, research centres, public libraries, cultural centres, health centres and local and central government departments¹.

Current challenges in the ICT sector

The ICT sector offers vast opportunities for the creation of economic and social wealth, thanks to its ability to adapt and evolve, and to allow a high level of user personalisation. At the same time, the rapidity of its development outstrips regulations and controls, sometimes posing a threat to privacy and security. Governmental policies are unable to respond accordingly, and fail to cooperate at the international level.

The EU is the biggest investor in Telecom equipment, but the US has the lead in all other ICT subsectors, namely IT components, computer services and software, and IT equipment. In the EU, only 20% of all patents registered are within the ICT sector, whereas in the US it is 50%. Europe recognises the importance of the ICT sector, highlighting it as a key industry in which it needs to advance and increase investment. The European Commission said that it would increase its ICT research funding from €1.1bn in 2010 to €1.7bn in 2013 and called on EU countries to match the increase⁸. The EU has made provisions for this in the Lisbon Objective, as well as in its Europe 2020 Strategy. Results are already visible in central Europe, where Hungary, the Czech Republic and Poland significantly increased their workforces in ICT, following the “big four” the UK, Germany, France and Italy. Interesting developments can be also seen in the Nordic countries, especially Finland, Sweden, and Estonia which are some of the few EU countries that invest larger proportions of their GDP in ICT than does the US².

Opportunities in the ICT sector

In order to keep pace with developments in the ICT sector, it is important to have access to actual, accurate and complete information and in-depth expertise. We will help you to address all important issues, including trends, key success factors, advancements and innovations, supply and demand development, operational and financial risks, benchmarking, as well as regulations and opportunities for funds and grants.
The wild success of Google's Android operating system for smartphones is a telling example of the speed of innovation and change in the ICT sector. 33.3 million smartphones supported by Android OS were shipped within the final quarter of 2010 in comparison with just 4.7 million in the same period of 2009. This incredible performance knocked Nokia’s Symiban off its leading position.⁴ This example demonstrates the high volatility within the ICT industry which enables businesses to exploit lucrative opportunities leading to rapid and significant returns on investment. Thus it is essential to receive continual updates on the latest trends and technologies that are likely to become of strategic importance.

Whilst incorporating ICT is one of the necessary requirements for all enterprises that do not want to lag behind their competitors; many businesses manage to transform IT into their source of competitive advantage. Gartner's recent in-depth research reveals the strategies that are expected to be of a key importance in the near future, including⁵:

• Tablets

  → By 2013, 80% of businesses will support a workforce using tablets.

• Mobile applications

  → Expansion of mobiles and tablets that have developed into computers in their own right necessitates the need for more applications. By 2014 it is expected that 90% of organisations will support corporate applications on personal devices.
  → Use of applications in the hospitality sector → Use of applications in the food sector

• Social media communication and collaboration

  → Development of subcategories including: social networking based on social profiles (Facebook, MySpace, LinkedIn); social collaboration (blogs, wikis, or instant messages); social publishing (YouTube or Flickr); social feedback (Flickr, Amazon). User empowerment is increasingly common. By 2015 it is expected that companies will generate 50% of their Web sales through their social presence and mobile applications.
  → Use of social media in the logistics sectors
  → Use of social media in the hospitality sector

• Video

  → Expansion in the use of videos as standard media-type files used by non-media companies.

• Next generation analytics

  → Shift in devices supporting business decision-making from advice based on analysis of backward looking data about past interactions to ones based on simulations and models predicting future outcomes.

• Social analytics

  → Description of a process of measuring, analysing and interpreting results of interactions and associations among people, topics and ideas provided by social software applications. 

• Context aware computing

  → Improvement of the quality of interactions with end user (client, business partner or employee) based on use of information about the end user’s environment, activities, and preferences. 

• Storage class memory

  → Expand in the use of flash memory in consumer devices, entertainment equipment and other embedded IT systems; flash memory is power removal persistent and more resistant to external damage than traditional RAM.

• Ubiquitous computing

  → Third wave of computing, where computers will be invisibly embedded into everyday objects.

• Fabric based infrastructure and computers

  → Fabric-based computing is entering the mainstream of enterprise computing. It is a revolutionary method used for unifying networks in a  central database.

• M-health

  → Read more about mobile health.

• Cloud computing

  → This will enable CIOs to exploit the potential of their IT departments in order to generate new sources of revenue by becoming a service provider to other organisations. Gartner expects that by 2015, 20% of non-IT Global 500 companies will be cloud service providers³.

• Mobile e-commerce

  → Use of smartphones in shopping is increasingly popular. Customers benefit not only from finding a shop location and opening hours quickly and easily, but they can also compare prices among different retailers online, share opinions on products with friends and family, and give feedback through social media networks. Most importantly, the technology is increasingly used for buying products with smartphones. Notably e-bay has register a 134% increase in US sales through mobiles during the 2010 Christmas holiday season in comparison to the previous one.⁷

• Financial services

  → ICT is expected to highly influence the development of financial services sectorhttp://www.ibtpartners.com/sectors/ict