IT Management
CIO, 5/03: How to Keep Your Customers Satisfied
To learn if end users are happy, you have to ask the right people—and the right questions.
JUST AS customer satisfaction is a key goal for companies, ensuring end users are satisfied is an important responsibility of CIOs. In CIO's "State of the CIO 2003" survey, 63 percent of respondents said they regularly measure either internal or external customers' satisfaction with IT's services. But only 36 percent said this is a highly effective practice for adding value to their business. The discrepancy isn't surprising. My experience with customer satisfaction measurement in the technology industry suggests that companies—and by extension CIOs—often talk to the wrong people in the customer organization and measure the wrong things. If you aren't careful, customer satisfaction measurement could be doing your IT organization more harm than good. Here are some tips for getting customer satisfaction measurement right.
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Microsot
C|net, 5/2/03: Microsoft to show off PC prototype
By John G. Spooner
Microsoft next week plans to unveil a prototype PC that would function as a central communications console.
Developed with Hewlett-Packard, the new "Athens" prototype is intended to be the hub for communications and collaboration built around voice, video and text messaging capabilities. It will also feature a more streamlined design, Microsoft said in a statement.
The software giant is set to present the Athens concept at its annual WinHEC (Windows Hardware Engineering Conference) event, taking place in New Orleans.
At the conference, Bill Gates, Microsoft's chairman and chief software architect, plans to show off the prototype in a keynote address, the company said in a statement. Athens will likely be one of several PC concepts presented at the conference.
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May 1, 2003
CenterBeam’s First Day @ Rio Robles
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8:28:17 AM 
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