categories
HOT TOPICS
- The Accelerator Conundrum
- The Startup Velocity Question
- Platform as a Service
- Man and Superman
- Web 3.0 = (4C + P + VS)
- The Future: End of Capitalism
- Capitalism 2.0
crowd engineering
Thought Leaders in Cloud Computing: Lee Congdon, CIO of Red Hat (Part 5)
Sramana Mitra: I’m going to share a trend that I’m seeing right now, particularly in companies where the number of customers is very large. [Red Hat] has a large number of customers. The number of support calls can be very large. You know how customer support organizations are set up as level one, level two, level
Thought Leaders In Cloud Computing: Jay Leader CIO, Of iRobot (Part 4)
Sramana Mitra: And whom do you expect would be solving that problem? Or is solving that problem or is trying to improve that situation? Is it the product life cycle management (PLM) vendors? Jay Leader: In part. There are a whole bunch of them. I am sure you trip across lots of them – people
Thought Leaders In Cloud Computing: Jay Leader CIO, Of iRobot (Part 3)
Sramana Mitra: Product life cycle management is an area we haven’t heard so much about in our cloud computing series. We haven’t really heard much from that field. I worked a lot in that area in the early part of the past decade because I was doing a turnaround of a company that did PLM
Thought Leaders In Cloud Computing: Jay Leader CIO, Of iRobot (Part 2)
Sramana Mitra: What about customer service; how do you handle this? Jay Leader: We do have customer service, and we have internal applications we use for this. We use RightNow technologies to manage customer service operations. Part of the call center is outsourced, but we do oversee service issues, obviously, and we mine the service
