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Hosted Software Gains More Converts

Posted by TimSlavin at March 9, 2004

"The board of directors at instant-camera maker Polaroid Corp. last week tapped computer-industry veteran Michael Pocock to run the company. A former VP of strategy at Compaq, Pocock helped the PC vendor develop a direct-sales model, and he's charged with bringing the same playbook to Polaroid as the company looks to boost revenue by increasing its online sales and relying less on its dealer network. The problem will be to keep customer-support costs in check, but Polaroid expects that using hosted software to automatically generate answers to frequently asked questions and control the flow of customer E-mails to support staff will help it meet the challenge." While the story is about a giant corporation, the ideas, lessons, and vendors work for small businesses, too. From InformationWeek.

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