Cloud Computing Resources Directory

  the Basics  
  for Buyers & Users  
  for Vendors  
  for Developers  
  by Industry  
  Analysis  
  Custom View  
  Business Models  
  Product Development  
  Infrastructure  
  Operations  
  Marketing  
  Sales  
  Finance  
Performance Management Availability Management Security Management Customer Service Human Resources
SOASTA on Amazon: Game Changing Performance Testing
SOASTA on Amazon: Game Changing Performance Testing
by Vince Vasquez
In a very real way, SOASTA and Amazon grew up together: SOASTA with its game-changing performance testing application CloudTest, and Amazon with its game-changing Cloud Computing environment EC2. Together, they are helping companies like Intuit answer the crucial question of whether their Web sites can withstand huge increases in traffic, and generate the information necessary to optimize their architecture and implementation.
read the full story >>
SOASTA on Amazon: Game Changing Performance Testing
SOASTA on Amazon: Game Changing Performance Testing
by Vince Vasquez
In a very real way, SOASTA and Amazon grew up together: SOASTA with its game-changing performance testing application CloudTest, and Amazon with its game-changing Cloud Computing environment EC2. Together, they are helping companies like Intuit answer the crucial question of whether their Web sites can withstand huge increases in traffic, and generate the information necessary to optimize their architecture and implementation.
read the full story >>
5 Key Essentials of Cloud Workloads Migration
Ofir Nachmani - Chief Evangelist at Newvem Insights Ltd.

The benefits of migrating workloads between different cloud providers or between private and public clouds can only truly be redeemed with an understanding of the cloud business model and cloud workload management. It seems that cloud adoption has reached the phase where advanced cloud users are creating their own hybrid solutions or migrating between clouds while striving to achieve interoperability values within their systems. This article aims to answer some of the questions that arise when managing cloud workloads.


Dynamically turn Virtual Machines On/Off
Ilyas Iyoob - Sr. Research Scientist, and Director of Advanced Analytics at Gravitant

Since most providers price by VM hours, one always needs to make sure not to end up with VM sprawl. This article gives a brief overview of the challenges in dynamic VM scheduling, followed by some feasible alternatives.


Definition: The Elements of Success in Community Support
Mikael Blaisdell - Writer, Analyst, Customer Relationship Architect at MB&A, Inc. and The HotLine Magazine

Beginning around 1980, with the proliferation of threaded-message discussion forums on CompuServe covering a variety of hardware and software technology products and companies, to today’s multifaceted social media, the concept of tapping a customer base / community for customer support purposes has a long history. Some companies have been very successful, and others have seen the opposite outcome. Along the way, some vital lessons have been learned that have remained consistent despite the advances and changes in the underlying communication technologies. The key elements of success in community-based Support begin with a clear Strategy covering purpose, methodology/tactics and outcomes, followed by effective Marketing of the resource and setting of appropriate expectations, Management of all facets of the community interactions — and efficient handling of the aftermath of the conversations. As more and more companies accelerate product and focus to the SaaS/Cloud model, these elements are more important than ever before.


Does Your Company Have a Customer Success Management Group?
Mikael Blaisdell - Writer, Analyst, Customer Relationship Architect at MB&A, Inc. and The HotLine Magazine

In the course of The SaaS & Support Project research, I began asking companies about two related roles that have been popping up in organizational charts of all sized firms for some time: Customer Retention and Customer Success. I’ve found that Customer Retention managers tend for the most part to be “firefighter” positions, called in when a customer is known to be at-risk or has actually announced plans to depart. Customer Success, on the other hand, is something different — with intriguing possibilities.


Cloud Profitability and The Burden of Customer Success
Mikael Blaisdell - Writer, Analyst, Customer Relationship Architect at MB&A, Inc. and The HotLine Magazine

At the true beginning of the modern computing industry, when general access to computers first came within reach of small businesses and individuals alike, there often was a key phrase in the user agreement / contract of sale. “The software is sold as is, without any implied guarantee of merchantibility or fitness for any particular purpose.” While such crisply specific denials of any guarantee or responsibility for product suitability or value have mostly and quietly faded from view in the traditional perpetual-license market, the unspoken burden of responsibility for successful installation, implementation and use of the perpetually-licensed product still rests firmly on the shoulders of the customers.


Changing Face of How Work Gets Done
Christine Crandell - Serial CMO, author, speaker and blogger at NBS

We’ve all benefited from the productivity gains of enterprise software but the gaps are glaring in product innovation, actualizing business strategy, and synchronizing company activities in light of constantly changing priorities. These are threatening not only job creation but company survival.


SaaS Profitability and The Strategy of Customer Conversations
Mikael Blaisdell - Writer, Analyst, Customer Relationship Architect at MB&A, Inc. and The HotLine Magazine

The basic economics of the SaaS model inherently push vendors to run “lean and mean,” which requires close attention to operational profitability in every aspect of the organization. Though the impact of that reality may be delayed by VC/investor funding, the elemental reckoning cannot be avoided forever. The cumulative effect of day to day operational profitability management will ultimately determine the difference between viability and failure. Unfortunately, effective financial management can be a challenge in the on-demand world. While a SaaS vendor’s infrastructure expenses are reasonably predictable, there is another significant cost factor that is not so easy to track. The necessity of customer retention demands active maintenance of the relationship, and every touch point of that effort carries a cost. If a company has no consistent strategy for effectively dealing with all of those interactions across all departments, the financial consequences can be substantial.


Do SLAs really matter? A 1 year case study of 38 cloud services
Jason Read - Founder at CloudHarmony.com

A year ago we signed up for services with dozens of different IaaS and PaaS cloud providers. We then setup monitoring on each of those services. Scheduled maintenance periods were excluded and we also attempted to manually confirm and document extended outages. This article examines the availability we experienced during one full year with each of these services, and compares that metric to the provider SLAs to determine if there is a correlation between the two.


Viewpoint Bright Ideas, Dim Prospects
Christine Crandell - Serial CMO, author, speaker and blogger at NBS

The old-fashioned suggestion box won't spark real change unless agencies follow through.


Crisis Management in Cloud is Courage under Fire
Subraya Mallya - Principal at PrudentCloud.com

Cloud Service providers tout their near 100% availability, reliability and scale. But when accidents happen, and they will, their actions demonstrate their true quality


SaaS: Track, Measure, Monitor, Adapt
Subraya Mallya - Principal at PrudentCloud.com

Software-as-a-Service, with all the virtues that it purports, demands that the service provider be agile. Agile, not only, in terms of the way the product is built but also delivered and managed. Unlike in the traditional software days, subscription revenue models require that SaaS solution providers measure every process and continuously adapt based on the findings. The primary goal behind it is to identify opportunities to drive down the cost of acquisition and cost of service delivery. The insights gained therein also feed client services, marketing and product teams with up-sell opportunities, campaign inputs and future roadmap items for value added services.


Customer Experience Optimization
Lynn Hunsaker - Customer Experience Strategist at ClearAction LLC

Customer Experience Management: Customer-focused business process improvement and customer relationship skill development. Tips on customer hassle prevention for higher customer retention and profitability.


Cloud Computing: Enabling the Customer Driven Innovation
Surendra Reddy - VP, Cloud Computing at Yahoo, Inc

For the past decade, businesses focused on the short term profit. Many businesses outsourced the customer service and/or moved toward self-serve models. This not only significantly reduced the customer interactions with the business but also reduced, if not eliminated, critical information flows from the customer to the businesses. Customers are now resorting to social networks for their product search as well as to share their product experiences. Though short-term focus and offshore activities helped businesses to improve their operational costs but what it did was eroding the trust and there is no or little effort to improve the customer satisfaction. Cloud Computing enables businesses to invest their resources in improving and streamlining the customer facing business process and eliminate costly IT infrastructure services.


Loyalty is Not Just for Customers
Lynn Hunsaker - Customer Experience Strategist at ClearAction LLC

Customer loyalty is important to business success. Profitability of customer retention is pretty much common knowledge. So companies do a lot to encourage customer behavior that favors their brand, to increase: - Purchase frequency and volume - Involvement and structural ties - Recommendations of the brand. Yet, like most things in life, loyalty is a two-way street. Who are you loyal to?


Untapped Gold Mines in Customer Experience Data
Lynn Hunsaker - Customer Experience Strategist at ClearAction LLC

Interview with Theresa Kushner, Director of Strategic Marketing Customer Intelligence at Cisco Systems: How to go after the gold in your customer data, avoid fool's gold, and refine your customer data gold to make a difference in your business growth and profitability. Theresa is co-author of the book, Managing Your Business Data: From Chaos to Confidence, which guides managers in how to grow a data culture and make data work for them, balancing the use of hard facts and professional instincts to protect and grow a business. Prior to Cisco, Theresa managed marketing programs at Texas Instruments and IBM. She's listed in Who's Who in B-to-B Marketing, and her team at Cisco received the National Council for Database Marketing Award for Analytics and Modeling, as well as The Data Warehouse Institute Best Practice Award in 2008, for Cisco's new customer intelligence center initiative that integrates customer data for sales, marketing and financial applications. This initiative assisted in correlating over $500 million in customer bookings.


Customer-centric Twist on Voice of the Customer
Lynn Hunsaker - Customer Experience Strategist at ClearAction LLC

What's the difference between the way customers volunteer feedback versus the way they're requested to give feedback? One revolves around outcomes in the customer's world, whereas the other revolves around customer satisfaction enablers in the company's world. Maybe it's time to re-evaluate customer feedback strategies for better alignment with the way customers see things. Customer feedback re-assessment is suggested by the new CMO Council study, Service Invention to Increase Retention, which reports, "Creating brand preference and differentiation in a crowded market tops the list of challenges." Most companies are seeing higher rates of customer churn and higher costs to acquire and sustain customer relationships. "The rapidly changing and converging market ... is accenting the need for more adept and analytical customer data integration, listening, feedback and engagement systems."


Customer-Centricity by Discerning Customer Satisfaction Outcomes vs. Enablers
Lynn Hunsaker - Customer Experience Strategist at ClearAction LLC

What's the difference between the way customers volunteer feedback versus the way they're requested to give feedback? One revolves around outcomes in the customer's world, whereas the other revolves around customer satisfaction enablers in the company's world. True customer-centricity requires primary focus and decision motivations be centered on the customer's world, rather than the company's.


The Art of Listening: A Key to Customer-Centricity
Lynn Hunsaker - Customer Experience Strategist at ClearAction LLC

Curiosity is the key to great listening skills that improve customer experience. By improving your curiosity level with customers, you'll find that you enjoy your work more, and customers enjoy their experience with your organization. In the meantime your improved knowledge of your internal and/or external customers will enable you to develop a sixth sense, to anticipate customer needs and to consistently delight your customers.


Cloud Enabling Rich User Experiences
Surendra Reddy - VP, Cloud Computing at Yahoo, Inc

Most successful brands create breakthrough ideas or innovations that are inspired by a deep understanding of consumer's lives. Customers are no longer tolerating the rushed and mediocre service offerings. Instead, they are demanding satisfying and rich experiences. Companies that provide it will evoke emotional bonding with the brand and win their loyalty


Subscription Modeling & Cloud Performance
Randy Bias - Founder at Cloudscaling

An infrequently talked about, but very important aspect of cloud computing performance is "oversubscription". Oversubscribing is the act of selling more resources than you actually have to customers on the assumption that the average usage will be equal to or less than the actual resources on hand. This has been a common practice within the hosting and service provider market from the start.


Contributions Results for Vendors: Operations

Showing 1 - 20 of 50 Next > Last >>

Building Confidence in The Cloud
Werner Vogels - VP, CTO at Amazon.com, Inc

Trust is the biggest obstacle to winning mainstream acceptance of cloud computing. Enterprises are not going to entrust business critical applications to the cloud unless they feel confident that providers won't let them down on a range of metrics including availability, performance, governance, security, privacy and sustainability. With a set of short presentations followed by a Q&A discussion, this panel looks at what SaaS and cloud providers can and are doing to enable and assure enterprise-class cloud computing. Moderator: Alexis Richardson - CEO & Co-Founder, Rabbit Technologies Ltd Presenters: Kevin O'Brien - Director, SaaS Strategy & Programs, Oracle Corporation; Pascal Walschots - Communications Sector, Microsoft EMEA; Werner Vogels - VP & CTO, Amazon.com


Social Networking in Business
Reid Hoffman - Executive Chairman & Co-Founder at LinkedIn, Inc

The Co-Founder of LinkedIn, Reid Hoffman, talks about how to harness the power of social networking for business development, and what it can do for individuals in the midst of rapid globalization.


SIIA On Demand SaaS CRM Conference: Customer Retention
Troy Muise - CEO, Co Founder at SalesBoom, Inc

Salesboom.com CEO, Troy Muise speaks about Customer Retention in the 2008 SIIA On Demand SaaS Conference. Mr Muise added his industry expertise to the Customer Retention Panel moderated by contact center analyst and expert Mikael Blaisdell. Mr Muise and other panelists tackled topics like corporate processes involved with customer retention, signs to watch for when customers become at risk as well as the organizational structure for positive customer retention. The other Panelists were: Steve Booth (VP of Sales, Aria Systems), Eduardo Cervantes, (Chief Marketing and Product Officer, NTRglobal), and Adam Stewart, (VP of Client Services, Autotask).


A Conversation About SaaS Customer Retention
Mikael Blaisdell - Writer, Analyst, Customer Relationship Architect at MB&A, Inc. and The HotLine Magazine

In this video presentation of an On Demand conference panel presentation on customer retention in the SaaS ecosystem, Mikael Blaisdell points at some vital issues confronting SaaS vendors. The average company loses 10% of its customer base every year -- sometimes more, sometimes much more. So long as management focus is only or predominantly on short-term bulk injections of profit, and those new-sales injections continue, the true impact of a 10-20% yearly loss rate from the customer base will largely be ignored. The implications of the acceptance of this loss pattern, however, ought to be ominous, particularly for a SaaS vendor interested in maximizing their sustainable profitability. There are two key points to be made in this scenario. The first is that the arrival of a serious competitor could be a very significant event in the life of a company that doesn't pay attention to its customer retention rate. The second is that there is an opportunity for individuals within companies to make a substantial impact upon both their firms and their own careers.


The Data Center Power Management Tool, Scry
Michael Manos - SVP of Service Operations at Nokia Corporation

Microsoft's Michael Manos talks about the data center power management tool, Scry.


Presentation on 8 Steps to Delivering an Exceptional Customer Experience
Greg Gianforte - CEO at RightNow Technologies

Greg's video presentation on 8 Steps to Delivering an Exceptional Customer Experience.


Improving Vulnerability Management with Penetration Testing
John Pescatore - Security & Privacy Expert at Gartner, Inc

John Pescatore, from featured analyst firm Gartner, who discusses the overall state of security, including recent attack trends


The Top 10 Myths About the SaaS Service Desk
Vernon Palango - ITSM Consulting & Training Principle at InteQ

While SaaS has become a common buzz word around the industry, there is still some skepticism regarding its ability to deliver a truly robust help desk application. In this paper, we will uncover and demystify the top 10 myths surrounding the SaaS Service Desk.


The Human Side of Corporate IT
Doug Neal - Research Fellow, Executive Programme at CSC Leading Edge Forum

This Issue focuses on managing roles, responsibilities, relationships and communications in an environment of ever more sourcing, partnering and collaboration. Doug Neal introduces the second edition of the highly successful collaboration guidebook, arguing that a little bit of up-front thinking and planning can help get more value from the ever-expanding range of communication tools now in use.


Study Tour 2005: The Consumerization of Information Technology
Doug Neal - Research Fellow, Executive Programme at CSC Leading Edge Forum

Will you lead, follow, or just get run over? There is a transformation going on and this time it is happening to the IT guys. Your users may already have better equipment at home than they do at work. Customers are becoming more connected to you and want to co-create their customer experience, not just take what you have on offer.


Developing Employee Trust and Responsibility: The End of the Nanny State of IT
Doug Neal - Research Fellow, Executive Programme at CSC Leading Edge Forum

This report explores the consequences of consumerization for the IT organization, and in particular the role of employee responsibility and trust as consumer devices, public networks and web-based services are increasingly used for business IT.


10 cloud career skills
By: Beth Schultz
Network World - Cloud computing demands a mix of technology skills, negotiating skills, business acumen and people skills. Here are 10 key skills that can help boost your career into the clouds.
read the full article >>
How to enhance your career with cloud computing
By: David Linthicum
Many practitioners in IT are ill-prepared for the continued emergence of cloud computing. Although this ignorance was almost cute in 2010, it will be career-limiting this year. At its core, cloud computing, despite being hyped to death in 2010, has been largely misunderstood in terms of it true value to the enterprise and how IT needs to approach it. This needs to change. I have a few suggestions on how you can use cloud computing to enhance your career.
read the full article >>