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A customer-oriented IT department reduces department costs, improves the quality of deliverables, and boosts the efficiency of the IT workforce. There are six core competencies that are essential to service orientation in IT. Facilitate these...

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A customer-oriented IT department reduces department costs, improves the quality of deliverables, and boosts the efficiency of the IT workforce. This storyboard helps you assess the level of customer service orientation in your IT department,...

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End user-IT relationships have an impact on overall workplace conditions. End-user satisfaction with IT service and communication determines the overall end user-IT relationship. Identify what relationship type you are in with the end user and...

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Info-Tech research has shown that improving end-user satisfaction with IT results in higher employee engagement, better working conditions throughout the organization, and higher employee effectiveness and productivity.

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The performance appraisal space is a mess of opinions, tactics, best practices and theories. If you are updating your current performance appraisal program or creating one from scratch, determining what opinions and tactics to adopt is a...

(8-Jan-10) If the question “What do you want from me?” screams in your head throughout the day, it might be time to re-assess the relationship you have with the rest of your organization. One of the first things IT shops can do to improve...

Taking on an IT leadership position is always challenging. Success or failure is determined by the leader's actions in the first few months. Learn what newly minted IT leaders should do to confirm they are the right person for the job.

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Being an effective communicator plays an important role in one's personal and professional life. This videocast highlights some of Psychologist Dr. John Gottman's research examining which communication patterns are most predictive of divorce....

Small (less than 100 branches) and mid-sized (101-500 branches) retail banks are facing a tough economic outlook and increased competition as Internet banking and call centers become part of the cost of doing business. Info-Tech recommends...

Institutions of higher education have unique needs for Customer Relationship Management (CRM) applications. Info-Tech Research Group recommends building a CRM strategy centered on the unique student lifecycle of the institution and then partner...

Impact Research

Psychological research conducted over the past several decades has uncovered a method to predict, with over 90% accuracy, whether or not a married couple will divorce based simply on how the couple communicates. Improve marital communication...