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Monthly Archives: May 2019

An Outcome-Driven Enterprise Data Strategy: Organization And Governance

May 31, 2019   BI News and Info

Part 2 in the 5-part Enterprise Data Strategy series, which explores the importance of leadership and accountability in directing an overall data strategy tied to business outcomes.

If “data is the new soil” (as the data journalist David McCandless said), then organizational structure and governance are the irrigation of an outcome-driven enterprise data strategy. Both are essential for building a solid strategy and effectively managing your most critical enterprise data. And in a time when organizations increasingly depend on data for every aspect of their business, you can’t afford not to have an information game plan.

In Part 1 of this series, Tina Rosario and I explored why an enterprise data strategy was important, what it looks like, and what the key elements are. In this post, I’ll dive into the organization and governance component. We all know these words, but in the context of an outcome-driven enterprise data strategy, what do they really mean?

Organization and governance lay the foundation for all other aspects of a data strategy (hence the irrigation analogy) and define:

  • Data scope: master, transactional, operational, analytical, big data, etc.
  • Organizational structure: roles and responsibilities between accountable owner, head of data, IT, business team, and executive sponsor
  • Data standards and policies: guideposts that outline what you’re managing and governing and to what outcome
  • Oversight and metrics: parameters for measuring strategy execution and success
blog 1 figure 2 An Outcome Driven Enterprise Data Strategy: Organization And Governance

Why are organization and governance important?

In the Big Data and AI Executive Survey 2019 by NewVantage Partners, only 7.5% of respondents cited technology as the roadblock to becoming data-driven. Conversely, 93% of them listed people and processes as a critical obstacle to adoption, along with lack of organizational alignment (40.3%) and cultural resistance (24%).

Every business transformation requires accountable roles and responsibilities with a champion to lead the change. It also requires a culture shift from viewing data management as a boring low-level job to one of extreme importance. If employees touch data – especially critical data – and if they create it, change it, use it, move it around in some way, they need to understand the role they play in properly maintaining that data and take accountability.

A business outcome-based enterprise data strategy helps drive that culture shift because it communicates broadly – in simple business terms – what data matters most. It changes the perception that data is a back-office job of little importance to one that is tied to successful business outcomes. And the organization and governance component of the strategy defines the who (critical roles); what (change management needed, including how to measure accountability); and how (roadmap) of achieving your goal.

This is also where you define the data standards and policies for data quality, architecture, security/privacy/ethics, and CRUD (create, read, update, and delete), to name a few. These guideposts are then used to define how you’ll execute in each of the other areas of your strategy, like detailing the process for how data is created to these standards.

What are the keys to success?

Everything under organization and governance is key (that all-important irrigation), so let’s focus on what’s often overlooked when building organization and governance:

  1. Defining a reasonable, targeted scope: You’ll always have more data work than budget and resources can cover. It’s a fact of business life in today’s data-rich world. Hence, scoping a realistic, doable roadmap – along with what will not be covered – is crucial. And make sure to do the scoping and expectation-setting in partnership with your business executive sponsor. Don’t do it alone.
  1. Securing a business executive sponsor: You need a leader to visibly champion the data strategy and actively advocate and communicate the strategy to the broader organization. The sponsor enforces accountability, models the desired data mindset, and helps arbitrate data issues between business units. And guess what? You can have more than one executive sponsor, creating a “Friends of Data” circle, further facilitating that culture shift.
  1. Defining business value metrics: Establishing how to measure and communicate the value of your data strategy – in business terms – helps ensure business engagement, commitment, and ongoing funding.

How do you get started?

Data transformation happens when an organization understands the value of data, the role it plays in making business decisions, and the importance of tying the data strategy to business outcomes. After all, you can’t have an outcome-driven enterprise data strategy without a business outcome.

  1. Prioritize which business outcome is most important (If you don’t have defined business outcomes, do that first.)
  1. Do the three steps outlined under keys to success, starting with securing a business executive sponsor
  1. Go after some quick wins first to establish credibility and validate the program, such as data-quality cleansing of the critical data that’s required or establishing dashboards that improve visibility
  1. Don’t forget the need for a culture shift

And of course, read the posts in the “Enterprise Data Strategy” series.

For more information

  • Gain a better understanding of your current organizational maturity with SAP’s executive-focused, next-generation Database and Data Management Assessment, which is based on top KPIs and best practices. Click on “Start Survey” and proceed to register.
  • Reach out to us (Maria for North America and Tina for everywhere else) to inquire about a 1:1 enterprise data strategy discussion

And please join our “Pathways to the Intelligent Enterprise” Webinar Tuesday, June 11, featuring Phil Carter, chief analyst at IDC, and SAP’s Dan Kearnan and Ginger Gatling. Register here.

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Trump invents big-ass trophy for faux presentation to champion sumo wrestler

May 31, 2019   Humor
 Trump invents big ass trophy for faux presentation to champion sumo wrestler

shades of WWE: Man in large diaper congratulates sumo wrestler. “Trump decided that he wanted to be part of a ceremony honoring sumo wrestler Asanoyama, as he is known professionally, for attaining grand champion status. Shaking his hand isn’t ostentatious enough. So he had an award created: the “President’s Cup,” a typically Trumpian garish 60 pound, four-and-a-half foot tall trophy with a giant eagle on top that did not exist until Trump wanted to be a bigger deal at a sumo wrestling match.” (Crooks and Liars)

The WH edited out lifting the 60 pound trophy invented for this presentation (Trump needed help), but the Japanese got the last laugh, what with Individual-1 demanding to be seated in a chair and forced to wear sandals with socks. “Some members of the Japanese media suggested that the ring would now have to be reconsecrated after Trump’s presentation, according to the Washington Post.” Darn those cooties.


Trump did not even applaud when his hosts did. “Trump becomes the first American leader to present a sumo tournament trophy in Japan”

In sumo, referees’ decisions can only be overturned by judges and the wrestler accepts the ruling. Even small gestures of dissent such as a tiny shake of the head could land a sumo wrestler in big trouble.

[…]

The hermetic world of the loincloth-clad wrestlers has been rocked by allegations of drug abuse, bout-fixing and links to organised crime. The bullying death of an apprentice wrestler in 2007 plunged the sport into crisis.

And faux sumo matches have also been staged as part of WWE wrestling shows, with wrestlers such as Yokozuna (sumo term for Grand Champion) entertaining the crowd.

tokyodailynews.com/…

x

.⁦@realDonaldTrump⁩ presenting the “President’s Cup” he had made for the sumo championship in Japan. He said later he hoped it would be used for hundreds of years to come. pic.twitter.com/AzSDNzsfh2

— Jeff Mason (@jeffmason1) May 26, 2019

Trump ribbed Toyota Motor CEO Akio Toyoda for the supposedly unfair advantage Japanese automakers enjoy in the US. “Japan has had a substantial edge for many, many years,” Trump said. “But that’s OK, maybe that’s why you like us so much,” Trump told chieftains of leading Japanese companies including Honda, Nissan and SoftBank.

The exchange exposed the dilemma facing Japanese officials: How do you negotiate with someone who seems to understand neither trade nor basic economics?

Japanese automakers directly employ upwards of 1.5 million Americans. Add in related industries in Alabama, Louisiana, Ohio and Tennessee and the number of jobs approaches 3 million. Also, US barriers to Japanese can also be prohibitive. The US, for example, taxes imports of light trucks at 25%.

When it comes to Washington-Tokyo trade dynamics, Trump doesn’t know what he doesn’t know. Japanese consumers don’t buy cars based on nationalistic impulses, but quality and fuel efficiency. Until Detroit raises its game to Japan’s levels, General Motors, Ford and others will continue to bleed market share.

www.asiatimes.com/…

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Bottom Line: How Can Dynamics 365 Improve Your Business?

May 31, 2019   Microsoft Dynamics CRM

Switching to a new business management system is a big decision for any organization. The time taken to evaluate systems, migrate data, and train employees interrupt regular business. All this effort needs to be worth the time and frayed nerves.

Download: But Really…What is Microsoft Dynamics 365?

How can Dynamics 365 improve the day-to-day operation of your business as well as the long-term results? For most organizations, moving to a modern, cloud-based business management solution delivers the most impact in three main categories:

  1. Automated processes and workflows
  2. Cross-department data and process flow
  3. Centralized data management

Through automated processes, the most common tasks, such as creating invoices and purchase orders are done efficiently and with fewer errors. Invoices that are correct and go out faster mean you get paid more quickly.

Removing the barriers between departments also creates efficiencies to move a product order through manufacturing, turn a sales order into a shipment, and send the invoice for a service call. The digital flow of business processes reduces the miscommunication, lag times, and workarounds that plague most organizations.

Centralized data management is the key to unlock the digital transformation that everyone talks about these days. When you control the data flowing in, through, and out of your business, you really can transform operations. You can deliver personalized information, predict customer behavior, optimize inventory, and much more.

To find out more download the full white paper: “But Really…What is Microsoft Dynamics 365?” The not-too-technical, not-too-salesy guide to Microsoft’s new cloud business management solution.

Find a Microsoft Dynamics 365 Partner

Get a free automated price quote of Microsoft Dynamics 365

By CRM Software Blog Writer, www.crmsoftwareblog.com

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DeepMind’s AI can defeat human players in Quake III Arena’s Capture the Flag mode

May 31, 2019   Big Data

Few games are simpler in principle than capturing the flag (excepting perhaps tag or kick the can). Two teams each have a marker located at their respective bases, and the objective is to capture the other team’s marker and return it safely back to their base. Easy peasy.

What’s easily understood by humans is not quite so quickly grasped by machines, though. Where capture the flag is concerned in the video game domain, non-player characters have traditionally been programmed with heuristics and rules affording limited freedom in choice.

But AI and machine learning promise to turn this paradigm on its head. In a paper published this week in the journal Science roughly a year following the preprint, researchers at DeepMind, the London-based subsidiary of Google parent company Alphabet, describe a system capable not only of learning how to play capture the flag in Id Software’s Quake III Arena, but of devising entirely novel human-level team-based strategies.

“No one has told [the AI] how to play the game — only if they’ve beaten their opponent or not. The beauty of using [an] approach like this is that you never know what kind of behaviors will emerge as the agents learn,” said Max Jaderberg, a research scientist at DeepMind who recently worked on AlphaStar, a machine learning system that recently bested a human team of professionals at StarCraft II. He further explained that the key technique at play is reinforcement learning, which employs rewards to drive software policies toward goals — in the DeepMind agents’ case, whether their team won or not.

 DeepMind’s AI can defeat human players in Quake III Arena’s Capture the Flag mode

“From a research perspective, it’s the novelty of the algorithmic approach that’s really exciting,” he said. “The specific way we trained our [AI] … is a good example of how to scale up and operationalize some classic evolutionary ideas.”

DeepMind’s cheekily-dubbed For The Win (FTW) agents learn directly from on-screen pixels using a convolutional neural network, a collection of mathematical functions (neurons) arranged in layers modeled after the visual cortex. The ingested data is passed onto two recurrent long short-term memory (LSTM) networks, or networks capable of learning long-term dependencies. One is on a fast timescale and the other operates on a slow timescale, and they’re coupled by a variational objective, a type of memory they jointly use to make predictions about the game world and output actions through an emulated game controller.

The FTW agents were trained in a population of 30 in total, which provided them with a range of teammates and opponents with which to play, and stages were selected randomly so as to prevent the agents from memorizing layouts. Each agent learned its own reward signal, enabling them to generate their own internal goals (like capturing the flag). They moreover leveraged a two-tier process to optimize their internal rewards and reinforcement learning on these rewards to suss out the overriding policies.

In all, agents individually played around 450,000 games of capture the flag, the equivalent of roughly four years of experience.

 DeepMind’s AI can defeat human players in Quake III Arena’s Capture the Flag mode

Above: A diagram illustrating the activations in DeepMind’s AI system.

Image Credit: DeepMind

“This is a really, really powerful learning paradigm,” said Wojciech Marian Czarnecki, a research scientist at DeepMind who also contributed to AlphaStar. “You’re actually boosting performance — it looks like the multiagent aspects are actually making our life much easier in terms of succeeding in our research.”

The fully trained FTW agents, which run on commodity PC hardware, employed strategies generalizable across maps, team rosters, and team sizes. They learned humanlike behaviors such as following teammates, camping in the opponent’s base, and defending their own base from waves of attackers, and they shed less advantageous behaviors (like closely following teammates around the map) as training progressed.

So how’d the agents fare, ultimately? In a tournament involving 40 human players in which humans and agents were randomly matched in games (both as opponents and teammates), the FTW agents were more proficient than the baseline methods. In fact, they exceeded the win-rate of human players substantially, with an Elo rating (which corresponds to the probability of winning) of 1,600 compared with “strong” humans players’ 1,300 and average human players’ 1,050.

The agents had fast reaction times, unsurprisingly, which gave them a slight advantage in initial experiments. But even when their accuracy and reaction time was reduced through an inbuilt quarter-of-a-second (257-millisecond) delay, they still outperformed their human counterparts, with strong human players and intermediate players winning only 21% and 12% of the time, respectively.

 DeepMind’s AI can defeat human players in Quake III Arena’s Capture the Flag mode

Furthermore, when the researchers set the agents loose on other Quake III Arena game types following the paper’s publication, including professionally played maps and multiplayer modes with more gadgets and pickups (like Harvester on the Future Crossings map and One Flag Capture the Flag on the Ironwood map), the agents began to challenge the skills of human researchers in test matches. And when the researchers examined the activation patterns of the agents’ neural networks — i.e., the functions of neurons responsible for defining output data given input data — they found clusters representing rooms, the status of the flags, the visibility of teammates and opponents, the presence or absence of agents in the opponents’ base or team base, and other “meaningful aspects” of gameplay.

The trained agents even contained neurons that coded directly for particular situations, like when the agent’s flag is taken or when an agent’s teammate is holding a flag. “I think one of the things to note is that these ideas, these multiagent domains, are exceptionally powerful, and this paper shows us that,” said Jaderberg. “I think that’s what we’re learning better and better over the last couple of years — how to construct the problem of reinforcement learning. Reinforcement learning really shines in new situations.”

Thore Graepel, a professor of computer science at London’s Global University and a scientist at DeepMind, says that the work highlights the potential of multiagent training to advance the development of AI. It might inform, for example, research in human-machine interaction and systems that complement one another or work together.

“Our results demonstrate that multiagent reinforcement learning can successfully tackle a complex game to the point that human players even think computer players are better teammates. They also provide a fascinating in-depth analysis of how the trained agents behave, work together, and represent their environment,” he said. “What makes these results so exciting is that these agents perceive their environment from a first-person perspective, just as a human player would. In order to learn how to play tactically and collaborate with their teammates, these agents must rely on feedback from the game outcomes — without any teacher or coach showing them what to do.”

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The Biggest Customer Service Mistakes Brands Make on Social Media

May 31, 2019   CRM News and Info

Social media has become a part of everyday life. Case in point: Eighty-one percent of people in the U.S.
have a social networking profile, and the number of worldwide users is expected to reach 3.02 billion by 2021.

Apart from the growth in the number of profiles, consumers have been devoting more of their time to engaging with social media sites. One-seventh of the average user’s waking life
is spent on social media.

Given the popularity of these platforms, brands have made it a priority to integrate social media channels into their customer service strategy, and strong social media customer engagement can be a powerful tool for boosting brand loyalty and growing market share.

However, the social media world never stands still. With the ever-changing landscape of social media, brands need to work harder than ever to maintain a positive customer experience, as 83 percent of people
have higher digital customer service expectations than they did last year. With consumers demanding more from social media communication, brands must offer efficient service and produce compelling and creative content to engage with their target audiences successfully.

The biggest mistakes brands have been making on social media all fall into one overarching category.

Not Creating an Authentic, Engaging Experience

In an attempt to generate awareness for their brand and products, companies can get too caught up in perfecting their social media messaging and come off as calculated. Sometimes brands try to use a cheeky or sarcastic tone on social media, which can be off-putting or alienating to followers. As a result, companies can miss the mark on authentically connecting with customers.

Here are some ways you can create a positive experience for your followers:

  • Know your audience: Four in 10 consumers say they are unlikely to become
    emotionally attached to a brand without social media interaction, so it is important that customer engagement reflects the core values of your brand on social media.

    Understand your audience and dive into the data about your followers so you can speak to your customers in a way that will resonate. With a strategy based on authenticity, community and responsiveness, companies can make customers feel like they are more than just a number on a waiting list. Otherwise, it is all too easy to drown in the high volume of content on social media and fade out of your customers’ field of perception.

  • Join the conversation: Social media is a two-way street. Make sure you connect with followers, rather than just broadcast your message. Consumers, particularly millennials and members of Gen Z, are not shy about voicing their opinions about brands on social media.

    Customers increasingly share their experiences with brands, regularly writing reviews about companies and their products. Given that conversations are already taking place about brands, companies need to embrace the chatter and get involved in the dialogue or they risk missing out on a huge opportunity to build a relationship with their audience.

  • Build a community: To create a sense of community, it’s helpful to give consumers a response if they mention a company on social media, even if they are not expecting one. Brands also can engage with customers by creating conversation starters that ask people for their views on their latest products or to get involved with an event that might be taking place.

    Another great way to engage with followers is to encourage people to share images, videos or memories associated with their product or service. By sharing interesting stories and interacting with followers, companies can build a community of brand advocates that will inspire others and battle negative sentiment.

  • Create a trusting relationship People increasingly are aware that misinformation is being spread through social media, and they are more cautious about what they read. Globally, people’s trust in social media is at just 41 percent. Sharing inaccurate information on social media can cause customer confidence in your brand to plummet. Here are some tips for winning the trust of your customers:
    • Make it helpful: The battle for trust offers an opportunity for brands to become qualified experts providing trustworthy information to consumers. Social media can be used to proactively share helpful hints and tips that deliver value for customers. Instead of strictly focusing on selling your products through social media, provide beneficial information, share solutions and promote products that will make customers’ lives easier.
    • Listen to conversations: Businesses can leverage social media listening tools to actively monitor and record discussions to build a relationship with customers and make sure they receive the information they need.

      Companies then can use the resulting insights to reach out to followers proactively or create content tailored precisely to their preferences. Since consumers are more likely to engage with content that comes from a person rather than a company, businesses should enable their employees to act as ambassadors for their brand.

    • Show you care: Customers like to feel valued, even after they have purchased a product or made use of a service. Consumers ultimately want to know that a brand cares about their opinions and views.

      Though it can take a long time to build a relationship with customers via social media, it is worth it. While customers do not except or desire for a company to know about every aspect of their lives, engaging directly with individual’s posts and creating a unique rapport with consumers on social media can go a long way.

      If a brand knows a customer’s likes and dislikes — and displays that through their social media communications — that person will be more inclined to trust the brand’s recommendations.

  • Use technology wisely: Technologies like artificial intelligence and robotic process automation in many cases actually can improve personal interactions between people and brands. Robots are a great resource for drowning out the noise in social media, processing simple requests automatically, and freeing up customer support specialists to concentrate on complex issues and create relationships with customers.
  • Remember the importance of the human touch: Due to the increasing volume of online traffic, some companies are worried about keeping pace with customer inquiries and relying too heavily on automation. Often organizations overlook the value of employing the right tone, addressing customers by name and providing complete answers when it comes to building a positive relationship with customers. Below are strategies for keeping the human element in social media:
    • Be approachable: Social media customer service is still based on a human interaction. Companies should allow employees to use a relaxed tone and style that both suits the particular social media channel and aligns with the overall brand.

      Customers prefer meaningful and useful interactions over automatically generated responses. Instead, automation and other technical solutions should be used primarily to take over standard tasks, freeing up representatives to focus on interacting with customers.

    • Train representatives for success: With technology taking over simpler functions, customer service representatives can use their expertise to resolve more difficult and technical inquiries. In order to respond to more complex requests accurately, representatives need a higher skill set that includes competencies in managing customer service chats.

      Customer service representatives also have critical human skills like empathy and problem solving, which are essential to managing social media. To handle the number of inquiries on social channels effectively, representatives need to be trained to provide speedy, accurate responses, and have strong written communication skills to deliver messages that are free of spelling and grammatical errors.

  • Put the customer first: When brands dive into social media customer service without proper planning or training, the process can become more work for customers — which creates an issue rather than adding value. Failing to provide complete, detailed and prompt responses leaves followers with unanswered questions and reflects poorly on your company. Below is advice for making your social media communications customer-centric:
    • Go above and beyond: Every interaction should be viewed as an opportunity to impress customers, whether by providing extra information and support, selling new products or services to interested customers, or gathering feedback that can be used to improve offerings and customer service.

      Consumers frequently will take to social media to express their love for a brand or product. A company can set itself apart from competitors by identifying opportunities to connect customers with sales.

    • Focus on speed: Providing immediate answers is crucial for effective customer service. This means responding to inquiries in minutes, not days. Outline which team — marketing, PR or customer service — is responsible for certain social media interactions. Confusion about who should respond to customer concerns will cause delays and impact the customer experience. Additionally, always ensure that each team has access to the necessary resources.
    • Handle complaints effectively: Customer service representatives encounter disgruntled customers regularly on social media, and it is important to properly handle their concerns. When dealing with complaints, the goal is to prevent churn and ensure customers remain satisfied and loyal.

      By actively managing issues and proactively responding to negative comments, brands can turn sentiment around and improve customer loyalty. Representatives must demonstrate attentiveness by providing a speedy response to start winning back a customer’s trust.

      Every apology needs to be detailed, sincere, and show sympathy for the customer’s situation. It is also essential to outline next steps for resolving the problem — without requiring too much effort or expense on the part of the customer.

Final Thoughts

Whether it is proving authenticity, gaining customer trust, using a human approach or making the process easy for customers, it is critical that brands engage correctly with consumers on social media.

As social platforms continue to grow and impact consumer behavior, implementing the right customer service strategy can improve the customer experience and build brand loyalty.
end enn The Biggest Customer Service Mistakes Brands Make on Social Media


Fara%20Haron The Biggest Customer Service Mistakes Brands Make on Social Media
Fara Haron is CEO North America, Ireland and Southeast Asia & EVP global clients at
Majorel.

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TIBCO Named Member of CRN’s 2019 Partner Program Guide

May 31, 2019   TIBCO Spotfire
TIBCOCRNPartnerGuide 696x464 TIBCO Named Member of CRN’s 2019 Partner Program Guide

TIBCO was recently announced as a member of The Channel Co.’s CRN’s 2019 Partner Program Guide, the definitive guide to the best partner programs in the industry. This annual guide identifies the strongest and most successful partner programs in the channel today, offered by the top technology suppliers for IT products and services.

The Partner Program Guide offers the information that solution providers need to evaluate the IT vendors they work with or are considering working with. The guide is based on a detailed application submitted by over 270 vendors, outlining all aspects of their partner programs.

The TIBCO Accelerated Partner Program, supports TIBCO’s cloud products and services. The program made the list for its ability to motivate/support its resellers in the following ways: automation systems and partner portal development, eligibility to sell vendor services, partner communication and recruitment materials, product demo programs, sales enablement, and more.

Additionally, the Accelerated Partner Program has various programs in place to help partners increase their services and profit such as Technical Certification Training, Partner Services/Solution Selling Training, case studies demonstrating the value of a total solution sell, and Partner Incentive Programs. Partners also have access to services such as technical training, sales training, service tools, vertical market case studies, and more to help expand their own businesses.

In terms of support for its partners, the TIBCO Accelerated Partner Program offers support at various levels: pre-sales support, post-sales support, technical support, local account/field reps, and more. This helps to ensure that partners have everything that they need from TIBCO in order to be successful with their own customers.

TIBCO’s Accelerated Partner Program Portal also has a number of resources to jumpstart partners in their efforts  to sell TIBCO products on their own. This includes tools such as downloadable marketing materials, online training resources, account management, and marketing campaigns partners can leverage. This portal is constantly being updated with new materials that partners can leverage in their own sales.

We are proud of this inclusion and want to continue to bring the best service we can to our partners through our Accelerated Partner Program.

Read the full entry for TIBCO’s Accelerated Partner Program on the CRN 2019 Partner Program Guide, and learn more about TIBCO’s Accelerated Partner Program and how you can be a part of it.

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NBC Cancels Morris Chestnut’s ‘The Enemy Within’ Plus 7 Other Shows

May 31, 2019   Humor

No network will come to the upfront table this May with a bigger mixed bag of good news and bad news than NBC.

The broadcaster is on track for an almost-defiant sixth season as TV’s No. 1 among adults 18-49 — but by a slimmer margin than ever, down more than 25 percent in the key demo from the same point on the 2018 TV calendar. Admittedly, NBC lost some year-over-year steam thanks to the absence of a Super Bowl. But one night does not 25 percent make.

Still, it’s a steady erosion across the board — not one or two big failures — that will be responsible for any overshadowing of the Peacock’s latest Madison Avenue victory lap. Looking at its week, there’s still a lot to brag about. Sunday Night Football saw its audience bleed-out finally reverse, the Wednesday bundle of Dick Wolf’s trio of Chicago-set series proved to be one of the shrewder scheduling choices in years and, as NBC so often does, the network launched the season’s top new drama out of The Voice in already-renewed Manifest.

But the year’s losses show where NBC needs to do the most work to maintain its hold on increasingly distracted linear viewers. This Is Us is already showing signs of age. Heading into its likely fourth season, it’s no longer the hands-down No. 1 series on broadcast. It shares that title this season with The Big Bang Theory and Fox breakout The Masked Singer. As for the bigger drama discussion, for every Manifest or New Amsterdam, there are several other launches (Enemy Within, Village) that don’t stack up. In unscripted, The Voice’s decline is hard to ignore, and it can no longer be counted on to prop up the schedule as it has for so many seasons. And comedy is in desperate need of a new hit to aid dependable (if modest) players like The Good Place and Superstore.

The coming season that the network pitches at the May 13 NBCUniversal-wide presentation at New York’s Radio City Music Hall will be the first made by co-chairmen George Cheeks and Paul Telegdy. So perhaps more than anything else, it will be an opportunity to gauge the new regime’s tastes.

RENEWED

Blindspot  | The end is in sight for the Martin Gero-created puzzle drama starring Jaimie Alexander and Sullivan Stapleton, which has been picked up for a final season. The drama is owned by an outside studio — Warner Bros. TV — and has, like most other broadcast series, continued to shed viewers. It’s down 25 percent among adults in its fourth season, which recently saw its final three episodes bumped out of May sweeps. Still, NBC likes being in the Greg Berlanti business and the fifth-season renewal will take the drama into syndication territory.

The Blacklist  |  The James Spader serial is returning for a seventh season as part of a two-season pickup NBC and producers Sony TV quietly worked out last May. With Spader’s deal expiring at the end of the 2019-2020 broadcast season, a final season announcement could be the next thing Red Reddington uncovers.

Brooklyn Nine-Nine  |  Fox’s loss is truly NBC’s gain. The ensemble cop comedy starring Andy Samberg, Andre Braugher and Melissa Fumero from Universal Television and exec producers Dan Goor and Mike Schur will return for a seventh season (and second on NBC) after drawing stable ratings for its new network. The series remains a revenue stream for Universal TV and allows NBC to keep Schur-produced comedies on well after The Good Place wraps its run. Nine-Nine!

Chicago Fire  |  The oldest member of Dick Wolf’s Windy City franchise has grown by nearly 2 million viewers over last season, the biggest jump for any veteran series this season. It will return for an eighth season.

Chicago Med  |  The youngest member of the Chicago franchise has also improved in viewers since NBC stacked all three of the Wolf-produced procedurals Wednesdays, averaging about a million more in its fourth season than its third. It’ll be back for a fifth season.

Chicago PD  | The middle child of Wolf’s Chicago franchise has also grown in viewers, albeit not by as much as its brethren. Still, it has added close to 800,000 viewers and will be back for a seventh season. All three series are produced in-house at Universal Television.

Good Girls  |  A good example of a network showing patience and allowing a critical darling from showrunner Jenna Bans (Scandal) time to grow and find an audience, NBC handed out an early third-season renewal for the midseason drama starring Retta, Mae Whitman and Christina Hendricks. Helping its case was the fact that the ratings-challenged drama (down 27 percent among adults 18-49) is owned in-house at Universal TV.

The Good Place  |  Mike Schur’s serialized fantasy comedy ended its third season as NBC’s top half-hour in adults 18-49 and earned an early season four renewal. The Ted Danson and Kristen Bell afterlife comedy, from Universal Television, takes up little shelf space (it runs a short 13 episodes every season) and gives the broadcast network a rare awards season player.

Law & Order: SVU  | The Dick Wolf-created drama starring (and exec produced by) Mariska Hargitay will officially become TV’s longest-running primetime drama when it returns for its historic 21st season, breaking the record previously held by parent Law & Order and CBS’ Gunsmoke. At this point, can anyone imagine an NBC schedule without SVU? (Meanwhile, another spinoff — L&O: Hate Crimes— remains in the works.)

Manifest  |  The Lost-like serialized mystery drama about a crop of presumed-dead passengers on a plane who mysteriously return home faded badly in the second half of its maiden voyage. Still, the Josh Dallas and Melissa Roxburgh drama from Universal TV and Warner Bros. TV was the No. 1 new scripted series of the (dismal) season among adults 18-49 and finished second among rookies in viewers.

New Amsterdam  |  The medical procedural starring Blacklist grad Ryan Eggold proved a solid fit with This Is Uson Tuesdays, coming in as the season’s No. 2 new drama among adults 18-49 (behind Manifest) and averaging better than 11 million viewers after a week of delayed viewing. In a show of faith, the Universal TV-produced drama was NBC’s first rookie to earn a second season.

Superstore  |  The workplace rom-com starring (and exec produced by) America Ferrera will return for a fifth season as the Universal TV comedy is quickly approaching the 100-episode threshold needed for syndication. The series, which will change showrunners, also boasts a Hulu streaming deal.

This Is Us  |  Broadcast television’s highest-rated drama is plotting its endgame as the Dan Fogelman-created drama scored a three-season renewal, taking it through its sixth and, what sources say, final season. The stars of the awards season favorite from Disney’s 20th TV  — Milo Ventimiglia, Mandy Moore, Sterling K. Brown, Chrissy Metz and Justin Hartley — all negotiated new deals at the start of season three. Meanwhile, Fogelman has been vocal that This Is Us is at the midpoint of its run.

Will & Grace  |  The glow has worn off in the revival’s second season. In its 10th overall season, the Debra Messing, Eric McCormack, Sean Hayes and Megan Mullally starrer has lost almost half its adults 18-49 viewers. Still, NBC handed out an early third-season (and 11th overall) pickup for the multicamera comedy from Universal TV, which has a lucrative streaming deal on Hulu.

 NBC Cancels Morris Chestnut’s ‘The Enemy Within’ Plus 7 Other Shows

CANCELED

Abby’s  |  NBC took a risk on this freshman comedy. The Natalie Morales-led series is TV’s first multicamera comedy to be filmed in front of a live studio audience and taped completely outside. The Cheers-like backyard bar comedy took its fair share of shots from critics and, despite hailing from current NBC comedy king Mike Schur, didn’t get a second round after posting some of the network’s weakest ratings in 2018-19.

The Enemy Within  | The Blacklist-like rookie spy thriller starring Jennifer Carpenter and Morris Chestnut showed decent signs of life following its midseason debut, growing by about 60 percent in both adults 18-49 and viewers with a week of delayed viewing after taking over the prime post-Voice slot Mondays after Manifest wrapped its run. Yet the drama, produced in-house at Universal Television, never really broke out and ended up well below Manifest‘s numbers.

The Village  |  Last year’s buzziest pilot hasn’t lived up to the hype that it’s the next This Is Us. The drama about the residents of an apartment building and produced by Universal Television struggled to pull in ratings that hold a candle to This Is Us, even after taking over the latter’s time slot. Its cancellaton, along with those of Abby’sand The Enemy Within, meant NBC went 0-for-midseason with first-year scripted shows.

A.P. Bio  |  The single-camera comedy starring Glenn Howerton as a philosophy scholar who winds up a high school teacher has tumbled 27 percent in its second season. Despite being owned in-house by Universal Television and hailing from studio and network MVPs Lorne Michaels and Seth Meyers, the show co-starring Patton Oswalt won’t return for a third season — according to series creator Mike O’Brien, who opened up about the cancellation on Twitter.

I Feel Bad  |  The single-camera comedy’s fate was pretty much sealed when NBC opted not to extend the initial order after the Amy Poehler-produced series underperformed its fellow Thursday comedies by sizable margins. Not helping the rookie comedy from Universal TV was the fact that leading lady Sarayu Blue booked a role in CBS drama pilot Under the Bridge. (The latter is still in contention at CBS.)

Marlon  | The multicamera comedy, loosely inspired by Marlon Wayans’ life as a loving father committed to co-parenting with his polar-opposite ex-wife, was canceled in December after two seasons.

Midnight, Texas  |  Based on Charlaine Harris’ book series, the supernatural drama starring Francois Arnaud aired at the end of summer 2017 and helped bridge the network’s schedule to the fall. NBC, impressed by its rookie run, moved the Universal Television drama to an in-season run for season two where the series, with new showrunners, could not cut through.

Trial and Error  |  Bring back the murder board, NBC! OK, that’s a long shot since the network axed the second-year anthological comedy from Warner Bros. TV in January despite its status as a cult favorite.

 NBC Cancels Morris Chestnut’s ‘The Enemy Within’ Plus 7 Other Shows

NEW SERIES

Lincoln  |  Based on the bestselling Bone Collector book series, the drama — a co-production of Sony and Universal TV — stars Russell Hornsby (just off Fox’s canceled Proven Innocent) as Lincoln Rhyme, a criminologist seriously injured in his hunt for a serial killer. Arielle Kebbel plays the young beat cop who helps him hunt the killer while also taking on other high-profile cases. Justified veteran VJ Boyd and Mark Bianculli co-wrote the pilot, based on Jeffrey Deaver’s Bone Collector novels that also spawned a 1999 movie with Denzel Washington and Angelina Jolie.

Perfect Harmony  |  Bradley Whitford stars in a single-camera comedy from Disney’s 20th TV as a former Princeton music professor who unexpectedly stumbles into choir practice at a small-town church. Speechlessveteran Lesley Lake Webster created the series, with Whitford and pilot director Jason Winer among the EPs.

Indebted  |  The lone multi-cam comedy among NBC’s four new half-hours, the Sony-produced series (formerly known as Uninsured) stars Adam Pally and Abby Elliott as parents ready to reclaim now that their kids are growing up. Until his parents (Fran Drescher and Steven Weber) show up at their door, broke, and he feels obligated to take them in. Dan Levy (The Goldbergs) created the show and exec produces with Sony-based Doug Robinson.

The Kenan Show |  Saturday Night Live Emmy winner Kenan Thompson stars as a father to two adorable girls while balancing his job and a father-in-law (Andy Garcia) who helps in the most inappropriate ways. Thompson is expected to continue on at SNL as his new show may be held for a midseason debut. Lorne Michaels and his Universal TV-based Broadway Video exec produces the single-camera comedy from writer Jackie Clarke (Superstore).

Bluff City Law  |  The character-driven legal drama follows an elite Memphis law firm that specializes in controversial landmark civil rights cases. Jimmy Smits (L.A. Law) returns to NBC to star as a legendary lawyer. Caitlin McGee plays his daughter. The Universal TV drama is from writer Dean Georgaris (The Brave) and David Janollari Entertainment. The project had been among the network’s buzziest dramas and is NBC’s first new hourlong order of the upfront season.

Sunnyside  |  The single-camera comedy from supervising producer Mike Schur (The Good Place) revolves around Garrett Shah (Kal Penn), a former New York city councilman, who finds his calling when faced with immigrants in need of his help and in search of the American Dream. Matt Murray (Parks and Recreation) co-wrote the script alongside Penn. The series hails from Universal TV, Schur’s studio-based Fremulon and 3 Arts Entertainment. The comedy is NBC’s first new half-hour order of the season.

Law & Order: Hate Crimes  |  Picked up straight to series with a 13-episode order, the SVU spinoff from Dick Wolf is, like The Gilded Age, trapped in time. Sources say the network still plans on moving forward with the drama, whose pilot was eyed as a planted episode of SVU — but it’s unclear if the drama is still on track to air in the 2019-2020 broadcast season.

Council of Dads  |  In the vein of the network’s hit This Is Us, this drama from former Grey’s Anatomyshowrunners Tony Phelan and Joan Rater centers on Scott (Tom Everett Scott), a father of four who’s diagnosed with cancer. He assembles some of his closest allies — best friend Anthony (Clive Standen), AA sponsor Larry (Michael O’Neil) and surgeon Oliver (J. August Richards), who’s also his wife’s (Sarah Wayne Callies) best friend — to be “back-up dads” for every stage of his family’s life. The show is based on a memoir by Bruce Feller. Universal TV produces in association with Jerry Bruckheimer Television and Midwest Livestock Productions.

Zoey’s Extraordinary Playlist  |  A musical drama from executive producer Paul Feig (Bridesmaids, A Simple Favor) and writer Austin Winsberg (Gossip Girl), the Lionsgate TV series is the first 2019-20 pickup from an outside studio for NBC. Jane Levy (Castle Rock) stars as a whip-smart coder in San Francisco who, after an unusual event, starts to hear people’s innermost wants and desires expressed through songs. After first questioning her sanity, she comes to realize this unwanted curse may actually be a great gift. Skylar Astin, Peter Gallagher, Alex Newell, John Clarence Stewart, Carmen Cusack and Mary Steenburgen also star.

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Recurring Payments: How to Qualify for Recurring Billing Interchange

May 31, 2019   Microsoft Dynamics CRM
crmnav Recurring Payments: How to Qualify for Recurring Billing Interchange

By David Goodale of Merchant-Accounts.ca

In our final part of our three-part series on what membership organizations should know about recurring payments, we look at how to qualify for Recurring Billing Interchange.

You can read part 1 here and part 2 here. 

Technical Requirements:  How to Qualify for Recurring Billing Interchange

We should start by clarifying that recurring payments don’t automatically get lower interchange rates.  If you just send a credit card transaction each month to your payment processor for the same amount it won’t qualify for the special pricing, because they’ll have no way to know that it was a recurring payment.  To them, it would appear to them as a bunch of 1-off transactions.

If you are building your own custom integration to a payment processor, you must find out if there is a recurring billing flag or identifier so that you can pass it with the transaction.  You must speak to your payment processor to find out how to do this.  In fact, if you do recurring payments and do not yet have a payment processor, you should start by making sure your processor agrees to:

  1. Give you interchange plus pricing
  2. Confirm they have the capability to receive a recurring billing flag
  3. Allow you to pass the recurring billing flag so that your transactions qualify for the lower interchange rates.

Without meaning to make this discussion overly complicated, it should also be pointed out that we are referring to your “payment processor” in this discussion, but more specifically your merchant account provider and payment gateway must both support this.  If this is confusing to you, there is a video explaining the components of an e-commerce transaction here.

If the prospect of building your own integration into a payment processor is too complex, you can use a pre-existing platform, such as Dynamics Association Blueprint, to handle your recurring payments.  Dynamics Association Blueprint is one of the few recurring payment platforms that ensures each recurring transaction is properly flagged to get the lower recurring interchange rate.  It’s important to talk to them about this because it must be configured both technically (at a systems level) and also on the payment processors side – so a close working relationship with your processing partners is vital.

The good news is that it’s certainly achievable if you are aware of the issues, take the time to ask the questions, and select partners that will support your business through the process to make sure it’s done correctly.

Dealing with expired credit cards, technical hiccups, and other issues

It is much easier to make a sale to an existing customer than it is to convert a cold prospect to a customer.  Recurring billing is a frictionless way to generate additional revenue from your existing customer base.  It’s unfortunate when problems occur to upset a finely tuned customer list.

In many cases, it’s not your fault or even your customers fault.  For example, a customer may have had their card compromised and it will have been re-issued by the bank.  If this happens, the replacement card will have a different card number and expiry date.  This would cause your recurring payment to fail.

Or, it could be as simple as your customers hard having expired, and a new card sent out with a new expiry date.

Fortunately, the card brands have addressed this issue through the Card Updater service which is supported by both Visa and Mastercard. Integrating it directly to Visa or Mastercard can be challenging, so it is an optional service that some payment processors provide an easier integration.  This makes it fairly easy to easily submit a previously processed card, to request new billing credentials.  It’s a tremendously valuable service to any organization whose revenue is billed on a recurring basis.  The account updater service is not available from all credit card processors, so you should ask your payment processor if this can be supported.

CRM Dynamics Offers a Recurring Billing Management Platform

CRM Dynamics offers a fully integrated payment gateway that allows Tokenized Credit card transactions from with CRM and within Portal applications.  Your solution is PCI Compliant (meaning you do not store sensitive credit card information) while still retaining the expiry date, last 4 digits of the card, and a token to allow re-charging the same card.  CRM can then automatically apply reoccurring payments such as monthly subscriptions, bi-weekly charges, on-demand charges or client self-serve with automated checkout.

Why not download a trial and learn more about our payment gateway.  We work with most existing credit card authorization organizations.

About the Author

David Goodale is CEO of Merchant-Accounts.ca, and is one of Canada’s leading experts in the field of e-commerce payment processing.  Over the past 20 years, David has worked with thousands of merchants across Canada, the USA and throughout Europe.  David consults for large and complex e-commerce businesses on issues such as cross border payments, interchange optimization, and particularly on approval for hard-to-approve businesses such as airlines, travel businesses, crypto payments, and also for unique and interesting startups. 

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Trailblazing a Path for Blockchain

May 30, 2019   CRM News and Info

The early news out of this week’s Salesforce TrailheaDX conference at San Francisco’s Moscone Center has focused on blockchain.

Many of us think of blockchain as the technology that prevents counterfeiting digital currencies like bitcoin. However, the so-called cryptocurrencies have hit the rocks recently, losing value or at least fluctuating wildly, making them look more like the stocks of startups than stores of value.

Still, as an independent technology that can ensure the veracity of long transactional handoffs between business partners, the value of blockchain is only growing.

Making Blockchain Easy

Multiple vendors in the CRM market have been investing in blockchain. Salesforce revealed its work at TrailheaDX and put a marker down, working with customers like Arizona State University and announcing plans to deliver blockchain support in 2020.

Salesforce used technology from Hyperledger Sawtooth and customized it to serve its customers and platform. Working with a small group of customers like ASU to define the offering, Salesforce has taken some important steps toward demystifying blockchain.

For instance, the company introduced a Builder tool that focuses on building blockchain apps with clicks and low code rather than long-form programming.

Making blockchain easy has been one of the motivating factors of Salesforce’s development project, and it makes sense. The first phase of any technology deployment is just getting a minimally viable product (MVP) out the door.

After that the effort turns to features, functions and, especially, ease of use. For most software companies the first era of blockchain largely was contained by cryptocurrency, so to reach the broadest audience now, Salesforce and other vendors have been focusing on ease of use.

This likely means that unlike other product introductions, the first experience many people will have with blockchain will not be challenging.

Additionally, Salesforce has taken steps to ensure that its blockchain product is well integrated with the rest of the platform, so that users can envision blockchain apps for myriad business processes and workflows.

When the solution set is fully articulated, look for it to enable users in multiple industries to develop apps for new needs that are only hazily in view today.

The proof-of-concept apps Salesforce pointed to — such as managing collation of college transcripts from a variety of sources, or managing approvals in financing for new accounts — seem rather superficial. That’s mostly because more intricate use cases have not evolved yet. It’s a chicken-and-egg situation, and use cases probably will lag until there’s good product available.

Open Lightning

Salesforce also announced that it has open sourced Lightning Web Components, its JavaScript framework for developers using the Lightning Platform. This will enable developers to work on the Salesforce Platform or any other stack as well.

By open-sourcing its Web Components, Salesforce is continuing the commoditization of enterprise software — one way to look at cloud computing is as the commoditization of information technology.

With it we’ve seen tremendous success for spreading the benefits of technology to the point that today it is ubiquitous and serves an array of needs that could not be envisioned back in the mainframe era.

My Two Bits

Four years ago, Salesforce began diversifying its show schedule with TrailheaDX, enabling it to reach tens of thousands of customers it would not have reached otherwise. Moreover, Trailhead customers are developers — one of the most important constituencies because they build apps and therefore create demand for seats.

The Trailhead effort has been strategic for Salesforce, helping enterprises and small and mid-sized businesses to better manage their implementations and to develop new apps from scratch that look and behave like Salesforce, thus delivering consistent user experiences.

During that time, Salesforce also has dedicated significant effort to supporting women in technology. A big part of Trailhead’s agenda is to empower administrators, a job that includes many women.

From their ranks a significant number of developers and architects have emerged, further breaking down career barriers for people who want to be developers.

There’s talk about creating nearly a million new Salesforce jobs in the next few years and of Salesforce’s influence on GDP worldwide. All of this comes back to producing people who have the knowledge to build and run Salesforce solutions. When you look at it that way, TrailheaDX might be one of the company’s most important annual events.
end enn Trailblazing a Path for Blockchain


Denis%20Pombriant Trailblazing a Path for Blockchain
Denis Pombriant is a well-known CRM industry analyst, strategist, writer and speaker. His new book, You Can’t Buy Customer Loyalty, But You Can Earn It, is now available on Amazon. His 2015 book, Solve for the Customer, is also available there.
Email Denis.

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Enhanced Attachment Support for Paginated Reports E-Mail Subscriptions is Now Available

May 30, 2019   Self-Service BI

“New Feature Friday” returns for the latest feature update for Paginated Reports. We’ve just rolled out support for five new attachment options for your e-mail subscriptions in Power BI. In addition to PDF, you can now choose one of the following new attachment types for your subscription(s) –

  • PowerPoint presentation (PPTX)
  • Excel Workbook (XLSX)
  • Word Document (DOCX)
  • CSV file
  • XML

To choose one of these new attachment types, head to one of your paginated reports in Power BI and click on the “Subscribe” button in the toolbar

You’ll now see a new dropdown menu in your subscription pane that allows you to select an attachment type format when you’re creating or editing your paginated report subscription.

Your subscription will now include the attachment type you’ve selected each time it’s delivered to your inbox.

In addition to these new attachment types, we’ve also raised the attachment file size limit to 25 MB for paginated reports to provide new options for popular customer scenarios like scheduled large data exports.

We’d love to hear your feedback in the comments below about your experiences with Paginated Reports. Stay tuned for another announcement soon around new features for both paginated reports subscriptions and a BIG new update for Power BI Report Builder.

Thanks and have a great weekend!

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