BigLever Software(TM), the leading provider of systems and software product line engineering (PLE) framework, tools and services, announced today the addition of Dr. Paul Clements, one of the founding fathers of the product line engineering field, to the company’s executive management team. As a PLE pioneer, noted author, and prior senior member of the technical staff at The Carnegie Mellon Software Engineering Institute (SEI), Dr. Clements brings to BigLever a unique blend of systems and software architecture and analysis expertise, in-depth applied research and experience, and visionary insight for helping commercial organizations define pragmatic solutions to complex engineering problems.

“The addition of Paul to our management team is a major milestone not only for BigLever, but for the systems and software engineering community,” said Dr. Charles Krueger, BigLever CEO. “Having been at the forefront of the PLE field for almost two decades, Paul’s mastery of leading-edge PLE concepts and his exceptional ability to articulate practical ways of advancing engineering practices will be invaluable to BigLever, to our customers, and to the continued adoption and expansion of PLE in the industry.”

As Vice President of Customer Success, Dr. Clements will collaborate with business and technical teams, leveraging his insight and experience in commercial practice to enable customers to apply the latest PLE approaches, overcome engineering complexities, and further expand their PLE strategies. His work with customers will include translating strategic objectives into optimized deployment plans, mentoring and training product line architects and engineers, and assisting customer organizations in establishing successful ongoing PLE practices.

Dr. Clements will help BigLever expand its thought leadership in the PLE field through greater mainstream awareness and understanding of the new generation PLE technologies and methods that have enabled the industry’s most notable recent success stories. As an established PLE author, speaker and evangelist, he will help spotlight the latest PLE advances through conference and webcast presentations, journal and trade publications, informational newsletters, and PLE solution cookbooks.

“I’ve been watching product line engineering grow and mature for a long time. The success stories continue to amaze, with consistently enormous improvements in productivity, time-to-market, quality, and product line scalability,” said Dr. Clements. “Companies can now leverage these tremendous engineering improvements to achieve strategic business goals that were previously unattainable. With new generation technologies becoming widely available to jump-start organizations, PLE has reached its tipping point. I’m thrilled to be a part of bringing PLE further into the mainstream, where product line thinking is the default rather than the exception — for me, BigLever is where it’s happening.”

Source:http://www.marketwatch.com/story/biglever-software-names-product-line-engineering-pioneer-paul-clements-vice-president-of-customer-success-2011-11-16

There is much to be said for customer service software. Companies can rely on such solutions to streamline the sales process, capture value customer information and develop products and services that will appeal to the base and the prospective customer.

As captured in this recent blog, salesforce.com, a cloud-based, customer service software solution provider, actually launched before the first dot-com crash and actually managed to survive. Now, the company continues to thrive much like other startups: revenues are strong but profits continue to be elusive. Of course, things are much better than they sound.

Salesforce.com (News – Alert) has a market cap of $15 billion, a $10 CRM stock price for every dollar of sales the company is able to secure. In addition, the p/e ration of over 200 is roughly eight times the rate of revenue growth meaning this customer service software provider is doing more than just thriving.

Co-founder and CEO, Mark Benioff, quickly grew into a billionaire as a result of his 10 percent stake and excitedly talks about revenue growth. He noted that the company is delighted to raise its full fiscal year 2011 revenue guidance. For this hosted customer service software provider, revenue is up 25 percent and the projection of about $1.6 billion in revenue is an exciting new milestone for the company.

The bottom line for the second quarter was a little less exciting as the company was down 11 cents a share from 17 cents one year earlier. And, the full-year projection for this hosted customer service software provider – 43 to 45 cents- was also down from 63 cents for the year ended January 31.

When customer service software is cloud based and CRM functions allow you to share sales leads and a full range of intelligence across your organization, it sounds like an easy sell. After all, the platform is cheaper than installed software, shared information is shown to boost productivity and hosted solutions ease management tasks.

The problem is that it turns out to be really expensive, if not difficult to market. Here’s why: this hosted customer service software provider has a sales and marketing expense of roughly 50 percent of sales. So, the company has spent $534 million in telemarketing and pounding the pavement in fiscal 2009, which produced sales of $1.08 billion. The sales team become more productive the following year and consumed just 46 percent to reach its goal.

While things seem to be improving for salesforce.com as it tries to secure as many customers as possible with its hosted customer service software, it is also going up against power players like Microsoft, Oracle (News – Alert), SAP and more. The game can get dirty, yet the rewards many.

Source:http://www.tmcnet.com/channels/customer-service-software/articles/119009-customer-service-software-hot-commodity-but-challenge-sell.htm

Experian® QAS®, a leading provider of address verification software and services, today announced that J&P Cycles, the world’s largest aftermarket motorcycle parts and accessories store, has rolled out QAS Pro Web on its ecommerce site and has purchased QAS Pro for its call center. The products are expected to reduce undeliverable packages, diminish returned mail and prevent duplicate addresses.

“Our main focus is customer service,” said Tim Barcz, senior manager of ecommerce at J&P Cycles. “We want to make sure that when you order a product from us, you get that package in a timely fashion. We see address verification as one more piece of the customer service pie to help us ensure customer satisfaction.”

In addition to accurate package delivery, J&P Cycles expects the Experian QAS products to ensure the accuracy of addresses entering the database, preventing duplicates, saving costs and increasing the delivery of marketing pieces.

“Inaccurate addresses collected on the ecommerce site or call center hurt customer service efforts and ultimately damage customer retention,” said David Northridge, vice president of client retention, Experian QAS. “By collecting accurate contact information, retailers can improve the customer shopping experience, but perhaps more importantly, continue to connect with those customers and promote cross-sell and up-sell opportunities in the future.”

Source:http://www.marketwire.com/press-release/JP-Cycles-Purchases-Experian-QAS-Software-to-Enhance-Customer-Service-1325999.htm