Motivations and Enterprise-wide Implications of CRM Point Solutions.

This paper explores the motivations and enterprise-wide implications of the rapid emergence of CRM point solutions rather than enterprise-wide CRM solutions as the CRM implementation strategy of choice for many organisations. This paper identified four key motivations for CRM point solutions: 1, reduced business risk; 2, less costly in time and money; 3, benefits realized more quickly; and reduced technical risk. Based on five case studies of large organisations that have implemented CRM point solutions, we identified four types of enterprise-wide implications that may inhibit CRM point solutions: customer strategy, technology infrastructure and architecture, data infrastructure and architecture, and organisational change. Any one or combination of these implications were shown to inhibit extending a CRM point solution to other parts of the enterprise

Factors Affecting the Realisation of Benefits from CRM Packaged Software-based Work Systems

Abstract not available

Benefits from CRM Based Work Systems

This paper explores the benefits of CRM-based work systems, and how these benefits are achieved, based on the content analysis of five case study organisations using CRM packaged software. Four main categories of benefits from CRM-based work systems are identified and discussed: improved customer-facing processes; improved management decisions; improved customer service; and increased business growth. These categories are contrasted to benefits frameworks developed by other researchers for ERP-based work systems. The most frequently mentioned benefits identified in this study are (a) access and capture customer information; (b) increased productivity from headcount reductions and other process efficiencies;(c) integration of processes, data and technology;(d) increased sales activities; and (e) more personalised and responsive service to customers. Though benefits (b) and (c) are similar to those for ERP systems, benefit categories (a), (d) and (e) are unique to CRM-based systems

Shapecollage: Occlusion-Aware, Example-Based Shape Interpretation

This paper presents an example-based method to interpret a 3D shape from a single image depicting that shape. A major difficulty in applying an example-based approach to shape interpretation is the combinatorial explosion of shape possibilities that occur at occluding contours. Our key technical contribution is a new shape patch representation and corresponding pairwise compatibility terms that allow for flexible matching of overlapping patches, avoiding the combinatorial explosion by allowing patches to explain only the parts of the image they best fit. We infer the best set of localized shape patches over a graph of keypoints at multiple scales to produce a discontinuous shape representation we term a shape collage. To reconstruct a smooth result, we fit a surface to the collage using the predicted confidence of each shape patch. We demonstrate the method on shapes depicted in line drawing, diffuse and glossy shading, and textured styles.National Science Foundation (U.S.) (Grant 1111415)United States. Office of Naval Research (Grant N00014-09-1-1051)National Institutes of Health (U.S.) (Grant R01-EY019262

Surface integrity of fluid jet polished tungsten carbide

In recent years, Fluid Jet Polishing (FJP) has been studied for its potential as a finishing method on optical lenses, mirrors and molds for a number of materials, such a glass and nickel. In this paper, the surface integrity of binderless tungsten carbide after polishing by FJP was studied experimentally. Two aspects in particular were focused on: (1) identifying process conditions under which grain boundaries may dislocate (thus leading to unintentional loss of grains from the substrate) and (2) identify process conditions under which abrasive particles may become embedded into the substrate, in order to prevent surface contamination

Severe symptomatic aortic stenosis: medical therapy and transcatheter aortic valve implantation (TAVI)—a real-world retrospective cohort analysis of outcomes and cost-effectiveness using national data

Objectives: Determine the real-world difference between 2 groups of patients with severe aortic stenosis and similar baseline comorbidities: surgical turn down (STD) patients, who were managed medically prior to the availability of transcatheter aortic valve implantation (TAVI) following formal surgical outpatient assessment, and patients managed with a TAVI implant. Design: Retrospective cohort study from real-world data. Setting: Electronic patient letters were searched for patients with a diagnosis of severe aortic stenosis and a formal outpatient STD prior to the availability of TAVI (1999–2009). The second group comprised the first 90 cases of TAVI in South Wales (2009 onwards). 2 years prior to and 5 years following TAVI/STD were assessed. Patient data were pseudoanonymised, using the Secure Anonymized Information Linkage (SAIL) databank, and extracted from Office National Statistics (ONS), PatientEpisode Database for Wales (PEDW) and general practitioner databases. Population: 90 patients who had undergone TAVI in South Wales, and 65 STD patients who were medically managed. Main outcome measures: Survival, hospital admission frequency and length of stay, primary care visits, and cost-effectiveness. Results: TAVI patients were significantly older (81.8 vs 79.2), more likely to be male (59.1% vs 49.3%), baseline comorbidities were balanced. Mortality in TAVI versus STD was 28% vs 70% at 1000 days follow-up. There were significantly more hospital admissions per year in the TAVI group prior to TAVI/STD (1.5 (IQR 1.0– 2.4) vs 1.0 IQR (0.5–1.5)). Post TAVI/STD, the TAVI group had significantly lower hospital admissions (0.3 (IQR 0.0–1.0) vs 1.2 (IQR 0.7–3.0)) and lengths of stay (0.4 (IQR 0.0–13.8) vs 11.0 (IQR 2.5–28.5), p<0.05). The incremental cost-effectiveness ratio (ICER) for TAVI was £10 533 per quality-adjusted life year (QALY). Conclusions: TAVI patients were more likely to survive and avoid hospital admissions compared with the medically managed STD group. The ICER for TAVI was £10 533 per QALY, making it a cost-effective procedure