Tuesday, September 9, 2008

Trends: What Customers Want From Maintenance And Support

One of the hottest topics this year has been maintenance and support. With many vendors contemplating another price hike, customers increasingly ask where's all that money going. The dirty secret - many vendors typically take up to 85% of the fees as profit, leaving a paltry 15% for reinvestment in support, maintenance, and upgrades. What's worse, some vendors have not only under invested in the core technology, but they have also failed to deliver basic enhancement requests that a majority of customers have asked for. Below's a top 10 wish list that customers are asking for from their vendors (in classic Letterman style):

10. Web based self service driven user support communities
9. Knowledgeable and culturally appropriate support professionals
8. Fixed pricing with no CPI or other inflationary price increases
7. Transparency into functionality and enhancement and prioritization
6. Time and materials billing for products outside of vendor stated support policies
5. 24/7 follow the sun support
4. Service level agreements for response times and quality of resolution
3. Transparency in how much of the maintenance and support dollar is reinvested versus how much is going to profit
2. Choice in support options and packages (i.e. tiered maintenance options)
1. Option for third party maintenance

Bottom line
Some major ERP vendors, especially those in the more competitive midmarket, have seen the light and are beginning to take steps towards delivering on the above wish list. It goes to prove that competition keeps everyone honest. However, those customers who are "locked in" to a vendor, need to organize and band together to create the right leverage with vendors who are hell bent on milking their customers for all their worth in the maintenance dollars. Start the movement with your user groups or other industry trade groups. If you fail to organize, well, you'll know it when you find yourself locked in.

Your turn.
Are you finding that your long term costs to keep the lights on continue to grow? Would you rather spend 80% of your budget on innovation and new projects instead of commoditized back office processes? Would you like to organize with other customers to affect change. Look forward to hearing from you! Feel free to post your comments here or send me a private email at rwang0@gmail.com.

(The personal contents in this blog do not reflect the opinions, ideas, thoughts, points of view, and any other potential attribution of my current, past, or future employers.)
Copyrighted 2008 by R Wang. All rights reserved

173 comments:

Anonymous said...

Our vendors have us in this CPI + 5% mode for maintenance. At this point in time, we are spending almost 30% a year on maintenance fees. Our user groups aren't doing much to address this. Any advice on how to make an impact?

Anonymous said...

I would like my vendor to stop jacking up maintenance rates and focus on the enhancements we thought our support dollars were paying for. They need to stop charging for new modules that are "not included". There is a complete violation of trust when this happens.

max-ug said...

Our ERP user group (which is not run by the vendor) ran an anonymous survey of support costs that revealed some surprising results.

Annual charges varied, the highest costing 2.5 times as much as the lowest, measured on a cost-per-seat basis. We excluded the cost of supporting modifications implemented by the vendor.

You could add cost transparency to your wish list, I reckon.

The most expensive call resolution cost was a staggering £12,000 (GBP) per call, caused by a large number of seats and a small number of calls about a mature product.

Another interesting thing turned up when users examined their support contracts. Most, though not all, users had a perpetual licence to use the software. They pay for support and not for permission to use it. This opens the door to third-party support.

I fully support your advice to users to band together. It only takes one dedicated person to turn up at a user conference with a pack of business cards to start the ball rolling. Ammunition to back you up next time renewal comes around would be very handy in the current financial crisis ;-)

Anonymous said...

For Siebel, third-party support is still alive.

www.abtechsupport.com/Siebel-Software-Support

We are group of ex Siebel Technical Support Engineers and consultants dedicated to better service at 50% of what Oracle charges.

david.softech said...

love to see this discussion! It’s great to see you all working through the issues and also, it’s great to see recommendations for testing. In the end, it’s what your actual users do and prefer that should be your biggest driver in making these decisions.
online markiting

king 9k5 said...

"We've had a week now and we have learned a lot about this team. We have learned what we need.Dating Singles "We have tried to address that, but we still need more players; more creativity.replica hublot watches "We need wide players with speed and pace. The team is not complete yet.

Anonymous said...

Übersetzungsbüro SpanischOrange Mobile Promotional Codes

Expert divers searched the water near the Pauwela Lighthouse for hours on Friday but found no clues to Laura's disappearance. Though the weather was perfect, the ocean was still a bit rough at this beautiful spot near where Laura was last known to be.

Anonymous said...

nissan partsData Cabling, Structured Cabling, Network Cabling InstallationSaaS' definitions really made me confused. Fortunately, I have visited your blog that you've got what I'm looking for. Thanks for the share. Keep it up!

Anonymous said...

nyc allergistเบต้ากลูแคนมะโฮราคาถูกHow can you miss out on the appreciation event? That is the highlight on Treasure Island. UB 40, Seal, Psych Furs, Elvis Costello, Alan Joplin!!!!

Anonymous said...

Human Growth HormoneDJ Smallz mixtapesHow can you miss out on the appreciation event? That is the highlight on Treasure Island. UB 40, Seal, Psych Furs, Elvis Costello, Alan Joplin!!!!

Zangkuta said...

web development companiesGold bullion coins
Our ERP user group (which is not run by the vendor) ran an anonymous survey of support costs that revealed some surprising results.

odyan said...

Most, though not all, users had a perpetual licence to use the software. They pay for support and not for permission to use it. This opens the door to third-party support.

roofing torontohormigon pulido

Anonymous said...

badCashmere Pashmina

Unknown said...

chiropractor Baulkham HillsSMS Marketing"We've had a week now and we have learned a lot about this team. We have learned what we need.Dating Singles "We have tried to address that, but we still need more players; more creativity.replica hublot watches "We need wide players with speed and pace. The team is not complete yet.

Anonymous said...

promo item giveawayssynthetic pot
Most, though not all, users had a perpetual licence to use the software. They pay for support and not for permission to use it. This opens the door to third-party support.

Anonymous said...

I would like my vendor to stop jacking up maintenance rates and focus on the enhancements we thought our support dollars were paying for. They need to stop charging for new modules that are "not included". text message from computeriphone 3g repair

Anonymous said...

marketing recruitmentmagasin guadeloupe
We have learned what we need.Dating Singles "We have tried to address that, but we still need more players; more creativity.replica hublot watches "We need wide players with speed and pace. The team is not complete yet.

Anonymous said...

I like the ending of this book it means a lot because it shows how much simon cares about his student and how the students care about their teacher. I would not believe anything that I don’t see in my own eyes to make thing better for me in school and for my friends too.
profesores particulares de inglés en Buenos AiresDentistas

Unknown said...

cheap dublin hotelcomputer problems fixedBooks, as usual feature. These are two I have just bought myself as I am always on the look out for different ideas for gifts, and for what to do with leftovers, apart from crocheting small squares and so on. Often you buy more wool than you need, or end up using, and can have a complete ball left, so getting ideas for using them more productively, seemed a good idea. I am looking forward to spending some time over the coming Bank Holiday weekend, looking through these, plus THE SKY AT NIGHT magazine, if I ever find one around here!

Unknown said...

cheap dublin hotelcomputer problems fixedIt is thanks (I think!) to Vanessa (doyoumindifiknit) that I have got hooked, sorry, on small crocheted squares. Seeing hers reminded me of a project I made more years ago than I care to remember, consisting of small squares, sew together backed with a very fine cotton lawn, then sandwiched with fine wadding and a backing of pretty fabric. I stitched around the squares to give a lightly quilted effect.. it was a cover for a Moses-basket type crib I seem to remember. Anyway, the memory of it got me thinking, and without further ado I grabbed the small balls of leftover four ply, a 3.50 hook and made one and a half inch squares. Here are some of them, alongside a scarf I just finished crocheting in hand dyed Araucania wool from Chile, which is expensive, but I have just found an online shop that sells it for almost half price.

Anonymous said...

polo shirt for mentop New York Salons
I think amber and her friends moved aside when they saw Tree and Sophie were coming because they finally knew how strong ther are. They realize that even though Tree and Sophie is treated badly, and unfairly, they don't revenge. I think amber knew that they were good friends.

Unknown said...

pubblicità internetjobs gesundheitswesenThe Good Food Guide, published by the Fairfax Newspaper Group in Australia, is the Australian guide listing the best places to eat. Chefs Hats are awarded for outstanding restaurants and range from one hat through three hats. The Good Food Guide also incorporates guides to bars, cafes and providers. The Good Restaurant Guide is another Australian restaurant guide that has reviews on the restaurants as experienced

Unknown said...

Details about Stanobolic Injection APherbal incenseIt has been very reliable and inexpensive as a growing medium. Normally retailing at less than £4, I have used about four bags of this each year for everything from pots to seed trays. Given the texture and woodiness of this compost I have presumed that it was woodland waste in the main with other green waste, hopefully obtained from council collections. It has a very thick consistency and is not great for sowings of tiny seed. Consequently I make up a concoction of my own seed compost by mixing it on a 60/40 measurement with John Innes No 1. This spreads the John Innes, which is expensive, further and breaks down the B and Q compost into a better medium for small seed. I have also discovered vermiculite which I use all the time now, for covering the seed. This ensures that I get maximum success without losing seed by burying it.

Anonymous said...

natural health supplementsArthritis Help
.i liked this book.like i told you ms sudi, ive read this before, but i went ahead and read it again.its really cool, plays with your emotions and it doesn't keep you bored.if you didnt notice every chapter had something to make you read more then just a chapter.nice book!

Anonymous said...

how to make a websiteSMB IT SupportMeanwhile, military buses carried reinforcements to help the troops that have been deployed in the capital since Sunday’s elections.

Unknown said...

leiebil oslovideo production companyThe 2011 Assaults started on a cool and overcast morning, and I sat close to the front of the start nervous about the anticipated rip-roaring start motored by multiple pro teams and one of the strongest collections of top riders I have seen at any Assault. I was also concerned that the 2010 pace had wrenched me useless after rolling through the first 50 miles in two hours.

Anonymous said...

I bet Stacy wanted to do something fun, but the thing I notice about her is that everything is just so nasty. I mean everything that comes out of her mouth is pure nasty. She talks like she has a mouth of a seventeen year old, she grosses me out
bedsRural Property

Unknown said...

exhibition standse-cigaret med nikotin"Newsweek is up against the tyranny of big numbers. One of the magazine’s assets – with almost 2 million subscribers, it has great reach into the culture – is a disadvantage at a time when a general interest read of the news has become a niche activity. Part of the reason that The Economist (813,240) and The Week (517,037) have done well is that both titles have smaller circulation bases and more manageable costs."

Anonymous said...

charm jewelershomemade dog food

Anonymous said...

portugal work permitdecoratiefolie
I guess Tree and Sophie know their true pain and with that they understand how expressing it wll make them feel all right about themselves. I guess the tango really does relate to Tree's and Sophie's at the same time.

Unknown said...

fulvic ionic mineralsbotoxI mean everything that comes out of her mouth is pure nasty. She talks like she has a mouth of a seventeen year old, she grosses me out. About Stacy’s statements, you never know what’s true about her, if she has shown to everybody that she can like what she’s doing to Alex what makes you think anything true is going to come out of her mouth.

Anonymous said...

Chinese Fabricscreen for doors
I don’t want I live in a limited world. And Ember needs food. And we are running out the food. Because that is really important. Food is eat human and food is need to human because food gave energy for human.

Unknown said...

optimally organicwhat is a dentistI remember years ago
Someone told me I should take
Caution when it comes to love
I did..

Unknown said...
This comment has been removed by the author.
Unknown said...

used ophthalmology equipmentRichmond Hill Real Estatemy best to figure out if there is a way out of this misery. I would plant gardens so I can live on vegetables and conserve everything that keeps me going. I wouldn’t really worry about singing, because singing is not the issue here.

December 9, 2011 11:44 PM

Anonymous said...

IT Supportetobicoke condos
Not to be mean but she's a pain in my neck and want her off. But I'm hoping for the best for Tree.

Unknown said...

forumlinkbuilding companybecoming a writerAnnual charges varied, the highest costing 2.5 times as much as the lowest, measured on a cost-per-seat basis. We excluded the cost of supporting modifications implemented by the vendor.

Anonymous said...

used office furnitureonline shopping
don't know what I'd say to the little girl because somehow to that kind of wish I can't lie if I said something. It's easy for me to lie to children that ask or say things to me that makes me want to tease them

Chém chết xấu trai said...

One of my new year's resolutions is to do some of these neat projects this year
cash advancesEMS Supplies

Chém chết xấu trai said...

So I do just fine with the T1i and can't really see much reason to upgrade other than maybe the swivel screen which I've always enjoyed. But the T1i and the T3i use the same processor - seem to have about the same ISO / Noise ratios and I don't think I'd upgrade unless I saw some spectacular difference in ISO / Noise levels. The 15 mp vs. 18 mp doesn't mean much to me.
best payday loangeneradores electricos

Chém chết xấu trai said...

If you are going to be in the SF area Tuesday night come out and join the rest of us for food, drinks, and karaoke.
diesel fuel tanksinsulation

Chém chết xấu trai said...

They are honestly the most beautiful guitars I've ever seen. You can't help but feel patriotic looking at these.
Honda A/C compressorsengineering brisbane

Chém chết xấu trai said...

Architectural designs for two twin towers joined by what appears to be a gigantic explosion?? Who could possibly be offended by that?
shamballa braceletsWedding Photography Surrey

Anonymous said...

Cheap Sim Free Mobile PhonesJeans
What I really think about this in crowd thing is just a freaky thing because why all of a sudden people are being nice to her, do they want to be on to T.

whatlivemom said...

In 2012 I think I'm going on a quest to make Avocado the new bacon. I love Avocado!
Best At Home Teeth Whitening KitsAustralia Shoes

whatlivemom said...

Oh awesome. Just got an invite to speak at Blizzard, sweet.
hotel in killarneyburst pdf

Dream said...

He had a very strange dream. He was walking through a forest, his Firebolt over his shoulder, following something silvery-white. It was winding its way through the trees ahead, and he could only catch glimpses of it between the leaves. Anxious to catch up with it, he sped up, but as he moved faster, so did his quarry. Harry broke into a run, and ahead he heard hooves gathering speed. Now he was running flat out, and ahead he could hear galloping. Then he turned a corner into a clearing and —
Passages Malibuauzcorp australia

Unknown said...

custom made chinese clotheswhite gold charmsAnnual charges varied, the highest costing 2.5 times as much as the lowest, measured on a cost-per-seat basis. We excluded the cost of supporting modifications implemented by the vendor.

Unknown said...

custom made chinese clotheswhite gold charmsThe most expensive call resolution cost was a staggering £12,000 (GBP) per call, caused by a large number of seats and a small number of calls about a mature product.

Unknown said...

carpet dallasRecording StudioMy favourite garden centre is a riot of colour at the moment, having had a new delivery of plants when we visited last week. We didn't go for plants but for jigsaws... I know that seems strange, but there is nowhere else that sells them, and in the now obligatory (so it seems) gifty area you find in most large garden centres these days, there is a fabulous selection of Gibson's puzzles. We usually buy a few during winter, and always a couple of special Christmassy ones. However, when you visit a garden centre it would be churlish not to buy a plant, don't you think? Or two even? Maybe three? The heucheras above were so gorgeous, everyone was stopping to comment, and as we have a couple of them already, I decided to buy another, PEACH FLAMBE it's called, in autumnal leaf shades. I also bought a pennisetum, black stems and narrow leaves, with wonderful, fluffy, cat's tail-shaped furry flowers, which I can't resist stroking as I pass. I used to do it to our old Rosie cat, even though she sometimes objected! And we bought a crocosmia, in flower. The other two we have, the rather common (in that most gardeners who have crocosmia seem to have it) LUCIFER, and a smaller orange one. Both are well over now, just the interesting flower heads left, and we wanted another one to follow on.

Anonymous said...

ritestart menlocation de salle

whatlivemom said...

A guest author spent a long time recounting a moment in history. Don't miss a great retelling of a story because you can't manage to click 7 times. 30 years ago, this type of reporting wouldn't even occur or be accessible to you and now it's beamed directly into your home at almost no cost to you. Let's not lose perspective.
Lexus HIDDebt Negotiation Company

whatlivemom said...

Interesting approach NOT to show Tom Cruise till the end of the trailer so that no one laughs as hard as I am about him being a "rock and roll star." This does look fun though.
ForumLinkBuilding.comOn Hold Messages

whatlivemom said...

My Dad +Rich Newcomer had to day goodbye to one of his girls today. Mocha was such a good dog, it's sad knowing she had to leave this world before her time. She wasn't even mine and I have tears in my eyes just knowing she's gone ... they're mostly for my Dad, it's always so hard knowing the people you love are hurting.
MLS MississaugaSettle Credit Card Debts

whatlivemom said...
This comment has been removed by the author.
whatlivemom said...

Note the subtle product placement of Vanna's Choice yarn in her lap. She's quite the knitter and has done several knitting books over the years. Didn't know she crochets also. Neat! =)
Dallas Apartmentscheap dogs clothes sites

whatlivemom said...

Ouch. Yeah. She won, volley and serve. Dude, That is one app I need like now.
growth hormone supplementsdesigner clothing

whatlivemom said...
This comment has been removed by the author.
whatlivemom said...

In an exclusive interview, an engineer working to unlock the secrets of the captured RQ-170 Sentinel says they exploited a known vulnerability and tricked the US drone into landing in Iran.

Long Evening Dressreverse mortgage information

whatlivemom said...

I listened to nearly 12 hours of debate on amendments to SOPA yesterday. At the end of the day, the elements most controversial to the technology community -- including to Internet engineers and the people who founded the Internet -- remained.
insurance advicemississauga condos

Unknown said...

Cassidy mixtapesmale enhancement productsExactly, it shows that Simon leaves Forest Alternative and his madness. The whole class feels sorry for him that they do not believe him.

Dream said...

Buy Clomidtherapist for you
Having a good holiday, Dudley?” he said kindly.
Dudley whimpered. Harry saw his hands tighten still harder over his massive backside.
Fred and George came back into the room carrying Harry’s school trunk. They glanced around as they entered and spotted Dudley. Their faces cracked into identical evil grins.
“Ah, right,” said Mr. Weasley. “Better get cracking then.”

Unknown said...

Researchers from the National Renewable Energy Laboratory (NREL) have reported the first solar cell that produces a photocurrent that has an external quantum efficiency greater than 1...

townhouses for sale in mississaugaJogos Barbie

Unknown said...

Glad to hear you enjoyed it! Liked the first one and looking forward to seeing this one as well :)
Education Franchiseκατασκευή ιστοσελίδας

Dream said...

Barely ten inches high, its horny little feet pattered very fast as it sprinted across the yard and dived headlong into one of the Wellington boots that lay scattered around the door. Harry could hear the gnome giggling madly as Crookshanks inserted a paw into the boot, trying to reach it. Meanwhile, a very loud crashing noise was coming from the other side of the house. The source of the com¬motion was revealed as they entered the garden, and saw that Bill and Charlie both had their wands out, and were making two bat¬tered old tables fly high above the lawn, smashing into each other, each attempting to knock the other’s out of the air. Fred and George were cheering, Ginny was laughing, and Hermione was hovering near the hedge, apparently torn between amusement and anxiety.
hampersInterior Designer Miami

Unknown said...

Photographer Claire Felicie's Marked project shows the faces of soldiers before, during and after war. The differences are slight but undeniable. Skin is weathered, wrinkles are deeper and eyes are sadder. See for yourself.
SmallBusinessAdviceestimating software

Unknown said...

I recommend you watch my site for more
Australia\'s Indigenous Opalbest cheap security service

Unknown said...

it's one of the reasons why I enjoy photo walks so much, it's a great opportunity to hang out- and learn with other photogs - if you ever have the chance I'd highly recommend them!
Naples Florida real estatecoffee machines johannesburg

Unknown said...

I really liked Tumblr, but I got tired of seeing the messages that it was down, then The Oatmeal did the messages and I would be happy for a bit that it was down, but still, after awhile, just too much downtime.
impotence natural treatmentelectric remote control cars

whatlivemom said...

I think every photographer out there knows this feeling - wondering around alone, finding the best light and angle, trying to tell your story..

So when I saw this man on a skybridge trying to get an original angle on Fisherman's warf - it told that story to me
Vector Clip artlocation salle

Dream said...

Their fellow campers were starting to wake up. First to stir were the families with small children; Harry had never seen witches and wizards this young before. A tiny boy no older than two was crouched outside a large pyramid-shaped tent, holding a wand and poking happily at a slug in the grass, which was swelling slowly to the size of a salami. As they drew level with him, his mother came hurrying out of the tent.
“How many times, Kevin? You don’t — touch — Daddy’s — wand — yecchh!”
She had trodden on the giant slug, which burst. Her scolding carried after them on the still air, mingling with the little boy’s yells — “You bust slug! You bust slug!”
movers nycset up a swiss financial company

GameforYou said...

The heads-up display features a health meter, a radar and an ammunition count for secondary weapons.[7] Depending on the level, the player can control several different air, land and water vehicles. Aircraft are the Naboo n-1 Starfighter, the Naboo Bomber and Police Cruiser, while land and watercraft are the Flash and Gian speeders, the Trade Federation Gunboat and the Heavy STAP.[8] Each vehicle offers a unique armament arrangement, as well as varying degrees of speed and maneuverability.
House Of Fraser Promotional Code
refrigerator repair

Dream said...

Though the weather was perfect, the ocean was still a bit rough at this beautiful spot near where Laura was last known to be.
organic essiac teasilver charms for charm bracelets

whatlivemom said...

My best assessment is that most members of the House who do not serve on the Judiciary Committee have not yet focused on...
Anniversaire princessecandy machinery

Dream said...

Mrs. Weasley jabbed her wand at the cutlery drawer, which shot open. Harry and Ron both jumped out of the way as several knives soared out of it, flew across the kitchen, and began chopping the potatoes, which had just been tipped back into the sink by the dustpan.
“I don’t know where we went wrong with them,” said Mrs. Weasley, putting down her wand and starting to pull out still more saucepans. “It’s been the same for years, one thing after another, and they won’t listen to — OH NOT AGAIN!”
She had picked up her wand from the table, and it had emitted a loud squeak and turned into a giant rubber mouse.
“One of their fake wands again!” she shouted. “How many times have I told them not to leave them lying around?”
best electronic cigarette 2011Karaoke Speakers

whatlivemom said...

There's a thread going on over at Quora about "the most epic photo ever taken." While I don't think any of these necessarily merit the crown, there's a great collection of iconic images of the 20th and 21st centuries on the thread:
Uebersetzungsbuero Frankfurtseksfilm

whatlivemom said...

Chris Brogan I recently spoke to Chris Brogan, who is a long time contact from when I started blogging back in 2006. Chris is the president of Human Business Works, a media and education company. He c...
Nashville loftswholesale pet clothing

whatlivemom said...

not good. but it does show you where to go for good fried food! and where to go skiing afterwards.
legocoach hire prices

whatlivemom said...

A power outage at Candlestick Park in San Francisco caused a 30-minute delay before tonight's Steelers-49ers match-up with playoff implications. A transformer explosion apparently caused the outage, l...
mobile casinosAtlanta Search Engine Marketing

whatlivemom said...

A few years ago, Google teamed up with a number of airports in the U.S. to provide travelers with free WiFi during the holidays. This year, it's...
Boots UKdescarga musicas rock

whatlivemom said...

Thanks...I'd heard something was announced today, but like you, have been too busy to read until now.
on hold messagesbaby bean bag

Dream said...

Percy froze in an attitude of stunned disapproval.
“Boys,” said Mr. Weasley under his breath, “I don’t want you betting. … That’s all your savings. … Your mother —”
“Don’t be a spoilsport, Arthur!” boomed Ludo Bagman, rattling his pockets excitedly. “They’re old enough to know what they want! You reckon Ireland will win but Krum’ll get the Snitch? Not a chance, boys, not a chance. … I’ll give you excellent odds on that one. … We’ll add five Galleons for the funny wand, then, shall we. …”
Mr. Weasley looked on helplessly as Ludo Bagman whipped out a notebook and quill and began jotting down the twins’ names.
“Cheers,” said George, taking the slip of parchment Bagman handed him and tucking it away carefully. Bagman turned most cheerfully back to Mr. Weasley.
“Couldn’t do me a brew, I suppose? I’m keeping an eye out for Barty Crouch. My Bulgarian opposite number’s making difficul¬ties, and I can’t understand a word he’s saying. Barty’ll be able to sort it out. He speaks about a hundred and fifty languages.”
used ophthalmology equipmentSeagrove Beach real estate

Unknown said...

"We've got a special preview of winners from Gnomon's summer session, showcasing new artists who could soon be producing designs for your favorite movies and games."
text from computerbareboat charter croatia

Unknown said...

Senator Schumer on call w/ reporters: "We are calling on Speaker Boehner to bring his members back," calls the speakers conference committee a "charade". Senator Casey, also on the call, says "this is a high-stakes matter for the American people."
auto seat coversholidays fraser island

Let'go said...

Yang arrived in the summer of 1766 to take command.[23] Unlike Liu's invasion of Kengtung, located far away from the Burmese heartland, Yang was determined to strike Upper Burma directly. He reportedly planned to place a Qing claimant on the Burmese throne.[26] Yang's planned path of invasion was via Bhamo and down the Irrawaddy river to Ava. The Burmese knew the route of invasion in advance, and were prepared. Hsinbyushin's plan was to lure the Chinese into Burmese territory, and then surround them.
J. Cole mixtapes
send text message from computer

Dream said...

“I don’t believe it!” Ron said, in a stunned voice, as the Hogwarts students filed back up the steps behind the party from Durm¬strang. “Krum, Harry! Viktor Krum!”
“For heaven’s sake, Ron, he’s only a Quidditch player,” said Hermione.
“Only a Quidditch player?” Ron said, looking at her as though he couldn’t believe his ears. “Hermione — he’s one of the best Seekers in the world! I had no idea he was still at school!”
As they recrossed the entrance hall with the rest of the Hogwarts students heading for the Great Hall, Harry saw Lee Jordan jump¬ing up and down on the soles of his feet to get a better look at the back of Krum’s head. Several sixth-year girls were frantically search¬ing their pockets as they walked —
virginia computer repairWerbeartikel usb flash

Unknown said...

But when you are raised in Texas and you rarely get to see anything frozen, you get fascinated by large frozen bodies of water. I just stared at it for a long time like a deer that's never seen headlights in the forest. I felt the saying, "When in Rome," and somehow replaced it with "When in Reykjavik..."
leather bedsmusicona

Unknown said...

I'm getting this youtube plugin to feature my videos & playlists on my wordpress site. It automatically loads, no manual entering of video codes:
watches replicaswe buy gold

GameforYou said...

De Francisci was the youngest of the competitors at age 34; he was also among the least experienced in the realm of coin design. While most of the others had designed regular or commemorative coins for the Mint, de Francisci's sole effort had been the conversion of drawings for the 1920 Maine commemorative half dollar to the finished design. De Francisci had had little discretion in that project, and later said of the work, "I do not consider it very favorably.
russian datingPowerboat Hire

Unknown said...

How heart-broken must he be to do this? Love really matters to some people. This is a man of extreme principles, and I respect that.
buy domaindoormats with sayings

Unknown said...

Katy Perry and Russell Brand have not decided to end their marriage ... this according to multiple sources directly connected to the couple.We are told,…
seo article writingCompatible Oki C5650 toner at a low price with excellent service and 100% money back guarantee

Unknown said...

So after the censorship of photos that showed a lil skin that in my opinion should not be censored, banning +MG Siegler 's display pic for a finger, Universal's complete control over taking down content on youtube like they have with +TWiT through tools that have been given to them by google.
celebrity rumorsswiss holding company

Anonymous said...

solar panelsLondon coach hire1/1

Unknown said...

The survival horror saga continues in this original, computer animated feature film inspired by the popular Resident Evil series of video games and films. Seven years after Leon S. Kennedy and Claire ...
common cold treatmentsteroides anabolisants dianabol thailande

Unknown said...

Great work +Samantha Villenave . This makes me want to create this year...something I've been putting off a long time. Thank you so much for sharing!
cheap cake topperstrengths finder 2 0

Unknown said...

This mosaic really made me smile. Helen's work is a constant inspiration for me. Thanks so much for making my G+ Experience so much more beautiful, +helen sotiriadis :) (And look, she has free calendars for you!)
Jeep Radiatorinkjet print cartridges

Unknown said...

Now this is just plain freaky. Look at this image. Does it move to you? It isn't but sure looks like it does.
House Removals Bournemouthfree ads

Unknown said...

We're moving beyond an information economy. The efficiencies and optimizations that come from constant and iterative feedback will soon become the norm for businesses and governments.
find competitor keywordspersonal loans

Unknown said...

As I reported earlier today, Yahoo said it had named PayPal President Scott Thompson has its new CEO. The exec is currently in charge of the large eBay online payments unit. He’ll start next week. (We...
ebooksesign documents

Unknown said...

I shot this in a bus stop. Glamorous! The sun was illuminating a blue poster behind her head creating a lovely blue bokeh. I created the soft light on her face with one strobe (580EX) shot through an umbrella positioned really close to her face (about 2 ft). One other flash was positioned behind and to the right of her to add a bit of white background light.
bukit bintang hotelairport transfers

Unknown said...

I shot this in a bus stop. Glamorous! The sun was illuminating a blue poster behind her head creating a lovely blue bokeh. I created the soft light on her face with one strobe (580EX) shot through an umbrella positioned really close to her face (about 2 ft). One other flash was positioned behind and to the right of her to add a bit of white background light.
jobsitecheap log cabins

Unknown said...

The only problem is after this event happened, the Super Bowl shows sucked for many years.
used mobile homesSiesta Key Vacation Rentals

Unknown said...

Hippie Glenn goes behind the scenes for a backstage extravaganza from the Diggnation Finale! Catch all the pre-show set-up and excitement plus the crazy...
holidays to antiguaCar Warranty

trung said...

great
Nachhilfe Deutsch Muenchen4life transfer factor tri-factor
In our family portrait, we look pretty happy
Let's play pretend, let's act like it comes naturally
I don't wanna have to split the holidays
I don't want two addresses
I don't want a step-brother anyways
And I don't want my mom to have to change her last name

Unknown said...

some great tips here to round out your plans, from the good peeps at +Radian6. It's good to have a 12-month plan, but be sure to also break into quarters. So much changes in the social media landscape; even though many of the platforms are becoming more mature, what worked last year may not work this year.
hotels edinburgh city centrebusiness opportunities

Unknown said...

Okay, even better: Listening to Nyan Cat and playing Diamond Dash = <3
Portable Applications Downloadr4

Unknown said...

Oh gosh... Did I leave that picture in there with my hair messed up in the thumbnail...? Darn instant upload. lol...
Olivenoelflorists minneapolis

Unknown said...

Strapped to the 'Devil's Chair' and 'pepper-sprayed to death': Horrific fate of mentally ill grandfather 'tortured by police until he died'. Doctors had to repeatedly change their gloves because of the amount of pepper spray on his body, hospital staff said. And NO one has been charged.
tucson golf communitiesextreme air

Unknown said...

And surprise! What do they find, but, between Tuesday and today, a number of transactions that aren’t mine. Road toll payments (when we don’t have a car: amusing). Movie tickets from a Dublin-area omniplex (when we haven’t left the house since last Friday: I’m still fighting with this sinus infection and haven’t been out a lot.) And then a transaction at a point-of-sale somewhere in Ireland that emptied out the account. (There wasn’t a vast amount in there right then… but it’s all gone now.)
ключар младостusb adapter

Anonymous said...

Our vendors have us in this CPI + 5% mode for maintenance. At this point in time, we are spending almost 30% a year on maintenance fees. Our user groups aren't doing much to address this. Any advice on how to make an impact?
Jaguar AlternatorModified Car Auto Insurance Rates

amantr said...

I wonder where you been
I can't look at you while I'm lyin' next to him
I put your picture away
I wonder where you been
I can't look at you while I'm lyin' next to him
I saw ya yesterday with an old friend
it support londonToyota AC Compressor

Unknown said...

I hope we learn to judge people by the content of their character and never by the color of their skin.
macchine utensili usateReconstructionist Judaism

Unknown said...

Buckcherry guitarist Stevie Dacanay is also a fantastic photographer. If he's not holding a guitar, he's holding a camera.
Pashmina Scarveshair again review

Unknown said...

Due to the SOPA/PIPA strike yesterday, Zombie Current Events was posted today. If you haven't gotten the news highlights for zombies last week, here's your chance to get caught up. This stuff is not made up. I take the news right from the blogs and newspapers. Be sure you have the jump when they zombies strike and read my blog!
hrt therapybathroom partitions

Unknown said...

I just spoke at the Websense conference. So sad to leave the Terranea Resort:
ルイヴィトン バッグ コピーvestidos para madrinas

Unknown said...

No, just cat litter duty. HAVING BABIES IS FUN!
clases particulares madridbathroom accessories

Unknown said...

It's one of the most enchanting hotels I've ever stayed at...on par with the Ritz Carlson in Powerscourt Gardens in Ireland.
Galapagso Islands ToursNitrocellulose

Unknown said...

Now that's a cool use for SoundCloud! I usually just see people posting music but it's nice to see people posting talks and discussions. =)
Lenovo ThinkPad T520 42404AU LED Notebook LaptopsSealants

whatlivemom said...

The reason that fiction is more interesting than any other form of literature, to those who really like to study people, is that in fiction the author can really tell the truth without humiliating himself." ~ Eleanor Roosevelt in The Autobiography of Eleanor Roosevelt
Travel to Galapagos islandsIsrael SII approval power supply cords

whatlivemom said...

Fiction that adds up, that suggests a 'logical consistency,' or an explanation of some kind, is surely second-rate fiction; for the truth of life is its mystery." ~ Joyce Carol Oates in The Journal of Joyce Carol Oates: 1973-1982
digital signatureholiday to antigua

whatlivemom said...

Google just posted a pile of links to help you enjoy Sunday's Super Bowl (including a pre-game hangout).
Beachbody CoachSober Living Homes Los Angeles

whatlivemom said...

Now a seller on Etsy is making signs based on the meme you can post to keep your own public areas from being soiled by dog sauce.
wholesale dressesariline to mumbai

trungvkvk said...

Extended Auto WarrantyFree Car Insurance Comparison
Right now, we can't wait
She won't have a second try
Open up your hearts
As well as your eyes

whatlivemom said...

Hintergrund der Einrichtung ist das Schweizer Tierschutzgesetz, das täglichen Freilauf für Hunde verlangt. Der Zaun sei aus Rücksicht auf die anderen Benutzer des Parks montiert worden - im übrigen Pa...
Air Mass MeterOnline Car Insurance Guide

amantr said...

Though the sea will be strong
I know we'll carry on
'cause if there's somebody calling me on
She's the one
If there's somebody calling me on
She's the one
purchase resumeHome Warranty

whatlivemom said...

The 4th episode of Social Triggers Insider is gonna make you flip!
NAILbreast cancer treatment

amantr said...

chauffeur service sydneyvrouw zoekt sex

The nights are so lonely the days are so sad and
I just keep thinking about the love that we had
And I'm missing you
And nobody knows it but me

trung said...

voice talentwedding shower invitations
Never mind I'll find someone like you
I wish nothing but the best
For you too, don't forget me
I beg, I'll remember you said
Sometimes it lasts in love
But sometimes it hurts instead
Sometimes it lasts in love
But sometimes it hurts instead yeah

trungvkvk said...

Property ManagementGlidecreme
See how I leave with every piece of you
Don't underestimate the things that I will do
There's a fire starting in my heart
Reaching a fever pitch
And its bringing me out the dark

trung said...

But it's not enough
To satisfy emotions
That are shared between us
A winter love is cozy
But I need so much more
It just intensifies my wants
To have a love that endures
anger management problemsFlorida VA Loan

trungvkvk said...

great
Main Line Plastic Surgerysecurity guards companies

I've been walking in the same way as I did
Missing out the cracks in the pavement
And tutting my heel and strutting my feet
"Is there anything I can do for you dear?
Is there anyone I can call?"
"No and thank you, please Madam.
I ain't lost, just wandering"

kunkka said...

n 9 October, the Leader of the House made a written complaint regarding the newsletters' contents to the Speaker of Parliament, which the Committee also considered. On 27 January 1987 Parliament accepted the Committee's reports on the complaints
Epson M2400 Toneractive directory

trungvkvk said...

Toronto Dog WalkingAcura AC Compressor
And I'm crying inside
And nobody knows it but me

Why didn't I say the things I needed to say
How could I let my angel get away
Now my world is just a-tumblin' down
I can say it so clearly but you're nowhere around

amantr said...

holidays in st luciaπλαστικος χειρουργος
A year has passed since I wrote my note
But I should have known this right from the start
Only hope can keep me together
Love can mend your life or
Love can break your heart

BEAN said...

argan yagiETERNAL SECURITYSony Corporation is the electronics business unit and the parent company of the Sony Group, which is engaged in business through its six operating segments – Consumer Products & Services Group (consumer electronics, game & network services)

DUNCAN said...

Alboin (530s–572) was king of the Lombards from about 560 until 572. During his reign the Lombards ended their migrations by settling in Italy. He had a lasting impact on Italy and the Pannonian Basin.تعليم فوركسrestylane

MCA said...

The state budget or government budget, is an economic category and the categories of history; is a component of the financial system. The term "State Budget" is used widely in economic life, society in all countries. Song conception of the state budget has not been consistent, it has been given many definitions of the state budget according to the schools and the research field. The Russian economy concept: The state budget is a listing of revenues and expenditures in cash in a certain phase of the country.stop thinning hairanger triggers

DUNCAN said...

In February 2012, a team of scientists from the Institute of Cell Biophysics of the Russian Academy of Sciences announced they had successfully regenerated specimens from fruit that had been frozen for 31,800 (±300) years according to radiocarbon dating.acoustic guitar tabsannonce au max

picasxo said...

Historically, English originated from the fusion of languages and dialects, now collectively termed Old English, which were brought to the eastern coast of Great Britain by Germanic (Anglo-Saxon) settlers by the 5th century – with the word English being derived from the name of the Angles, and ultimately from their ancestral region of Angeln (in what is now Schleswig-Holstein).[13] A significant number of English words are constructed based on roots from Latin, because Latin in some form was the lingua franca of the Christian Church and of European intellectual life.charm bracelet charmsherbal vaporizer

Nguyen Hieu said...

for lifeTeardrop BannersThis mosaic really made me smile. Helen's work is a constant inspiration for me. Thanks so much for making my G+ Experience so much more beautiful, +helen sotiriadis :) (And look, she has free calendars for you!)

amantr said...

scarpe da tennisflanges
I'll be waiting for you
Here inside my heart
I'm the one who wants to love you more
You will see I can give you
Everything you need
Let me be the one to love you more

Unknown said...
This comment has been removed by the author.
trungvkvk said...
This comment has been removed by the author.
trungvkvk said...

We started out simple friends
That kind of friendship never ends, no baby
But we were fortunate to care enough
We knew just where we stood
But soon as love appeared
You turned away
bromfietsverzekeringweight loss diet plan

Unknown said...

negleBaltimore Wedding LimoBurnett's first true taste of success came with her appearance on Broadway in the 1959 musical Once Upon a Mattress. The same year, she became a regular player on The Garry Moore Show, a job that lasted until 1962. She won an Emmy[7] that year for her "Outstanding Performance in a Variety or Musical Program or Series" on the show. Burnett portrayed a number of characters, most memorably the put-upon cleaning woman who would later become her signature alter-ego.

yeu_yeu said...

Customer Credit Card Reviewtucson realtyFor the year ended 28 February 2010, the Trust's total income was £406 million. The largest sources of income were membership subscriptions (£125.2 million), direct property income (£105.6 million) and legacies (£50.3 million). In addition, the Trust's commercial arm, National Trust Enterprises Ltd, which undertakes profit-making activities such as running gift shops and restaurants at properties, contributed £54.7 million.

yeu_yeu said...

Rechtsanwalt Kreuztal
Small business IT SupportThe first directly elected mayor was introduced in Greater London in 2000 as part of the statutory provisions of the Greater London Authority Act 1999. Elsewhere in England and Wales, since the Local Government Act 2000, there have been a range of options for how a local council leadership can be constituted, and installing a directly elected mayor is one of these options. It is possible to introduce or remove the office of mayor in any local council.

yeu_yeu said...

jackholidays in mauritiusDespite being only a tropical storm while passing by Puerto Rico, Eloise produced extreme amounts of rainfall on the island, peaking at 33.29 inches (846 mm) in Dos Bocas. Other totals of 10 to 20 inches (250 to 510 mm) were common.

trung said...
This comment has been removed by the author.
trung said...

Hummer AC CompressorCar Games

Smile if you can now
Smile through your tears
Here where your fears are known
Know you're safe at home

I will take care of you
Long as you want me to
Whatever else I do
I will take care of you

yeu_yeu said...

Anglo-Saxons and their descendants in parts of what are now England and southern and eastern Scotland between at least the mid-5th century and the mid-12th century. What survives through writing represents primarily the literary register of Anglo-Saxon.cheap red wine
Space pens

yeu_yeu said...

In the UK, the main historical distinction between a hamlet and a village was that the latter had a church,[2] and so usually was the centre of worship for an ecclesiastical parish. However, some civil parishes may contain more than one village.
cisco ip phone

Banus-DEV34, las mimosas puerto banus

yeu_yeu said...

Founded in northern states in 1854 by anti-slavery activists, modernizers, ex-Whigs and ex-Free Soilers, the Republican Party quickly became the principal opposition to the dominant Democratic Party and the briefly popular Know Nothing Party.
Download Games

domain anmelden

yeu_yeu said...

D Deck, the Saloon Deck, was dominated by three large public rooms – the First Class Reception Room, the First Class Dining Saloon and the Second Class Dining Saloon. An open space was provided for Third Class passengers. First, Second and Third Class passengers had cabins on this deck, with berths for firemen located in the bow. It was the highest level reached by the ships' watertight bulkheads (though only by eight of the fifteen bulkheads).
rolex replica

Detox Foot Bath

yeu_yeu said...

The plates were laid in a clinkered (overlapping) fashion from the keel to the bilge. Above that point they were laid in the "in and out" fashion, where strake plating was applied in bands (the "in strakes") with the gaps covered by the "out strakes", overlapping on the edges. Steel welding was still in its infancy so the structure had to be held together with over three million iron and steel rivets which by themselves weighed over 1,200 tons. They were fitted using hydraulic machines or were hammered in by hand.
queda de cabelos

Boston Personal Training

yeu_yeu said...

Through wars against the French, the Portuguese slowly expanded their territory to the southeast, taking Rio de Janeiro in 1567, and to the northwest, taking São Luís in 1615.[35] They sent military expeditions to the Amazon rainforest and conquered British and Dutch strongholds,[36] founding villages and forts from 1669.
Apartamentos de férias na Madeira-Funchal

renda extra na internet

yeu_yeu said...

The climate of Brazil comprises a wide range of weather conditions across a large area and varied topography, but most of the country is tropical.[11] According to the Köppen system, Brazil hosts five major climatic subtypes: equatorial, tropical, semiarid, highland tropical, temperate, and subtropical.
Dentists Colorado Springs

PC World

naruto said...

iphone 3gs repair

Paid Work AbroadThe plates were laid in a clinkered (overlapping) fashion from the keel to the bilge. Above that point they were laid in the "in and out" fashion, where strake plating was applied in bands (the "in strakes") with the gaps covered by the "out strakes", overlapping on the edges. Steel welding was still in its infancy so the structure had to be held together with over three million iron and steel rivets which by themselves weighed over 1,200 tons.

I love you........ said...

H samuel Discount Codes

slut bookThis mosaic really made me smile. Helen's work is a constant inspiration for me. Thanks so much for making my G+ Experience so much more beautiful, +helen sotiriadis :) (And look, she has free calendars for you!)

yeu_yeu said...

Instead, the state-run temples served as houses for the gods, in which physical images which served as their intermediaries were cared for and provided with offerings. This service was believed to be necessary to sustain the gods, so that they could in turn maintain the universe itself.[65] Thus, temples were central to Egyptian society, and vast resources were devoted to their upkeep, including both donations from the monarchy and large estates of their own.
Full Software Download

wooden frames for glasses

Hieuhap said...

Liverpool minibus

Interior Decorators Miami
Despite being only a tropical storm while passing by Puerto Rico, Eloise produced extreme amounts of rainfall on the island, peaking at 33.29 inches (846 mm) in Dos Bocas. Other totals of 10 to 20 inches (250 to 510 mm) were common.

Lemon_tree said...

Jewish demographics

Irish Ferries Discount Codes
The first directly elected mayor was introduced in Greater London in 2000 as part of the statutory provisions of the Greater London Authority Act 1999. Elsewhere in England and Wales, since the Local Government Act 2000, there have been a range of options for how a local council leadership can be constituted, and installing a directly elected mayor is one of these options. It is possible to introduce or remove the office of mayor in any local council.

Unknown said...

annexe

replicas de relogioserica's entry into World War II, many professional players had left to serve in the armed forces. A large number of minor league teams disbanded as a result and the major league game seemed under threat as well. Chicago Cubs owner Philip K. Wrigley led the formation of a new professional league with women players to help keep the game in the public eye – the All-American Girls Professional Baseball League existed from 1943 to 1954.[40] The inaugural College World Series was held in 1947, and the Babe Ruth League youth program was founded. This program soon be

Unknown said...

brazilian blowout

compactorseague team had been located west of St. Louis until 1958, when the Brooklyn Dodgers and New York Giants relocated to Los Angeles and San Francisco, respectively.[48] The majors' final all-white bastion, the Boston Red Sox, added a black player in 1959.[43] With the integration of the majors drying up the available pool of players, the last Negro league folded the following year.[49] In 1961, the American League reached the West Coast with the Los Angeles Angels expansion team, and the major league seaso

HieuThao said...

silver bracelet charms

car rental detroit airport
urnett's first true taste of success came with her appearance on Broadway in the 1959 musical Once Upon a Mattress. The same year, she became a regular player on The Garry Moore Show, a job that lasted until 1962. She won an Emmy[7] that year for her "Outstanding Performance in a Variety or Musical Program or Series" on the show. Burnett portrayed a number of characters, most memorably the put-upon cleaning woman who would later become her signature alter-ego.

HT said...

itunes gift card online

Boston Email Marketing
Hi! Thanks for the great information you havr provided! You have touched on crucuial points!

kaukenh said...

text free

catering brisbane
We really love your blog, i haven't seen you keeping the posts in in some time now. Is everything ok.
I'd love to visit that random middle-of-nowhere pub!
How great is the scenery, all nice and green.

Unknown said...

f these was the 1986 BBC Domesday Project, which included text (entered on BBC Micro computers) and photographs from over 1 million contributors in the UK, and covering the geography, art, and culture of the UK. This was the first interactive multimedia encyclopedia (and was also Augenklinik

healthy breakfast

موقع فوركس said...

افضل موقع فوركس

منتدى فوركس said...

افضل منتدى فوركس

تداول عملات said...

افضل موقع تداول عملات

code promo said...

orange mobile

yaang said...

stainless steel flanges

Smile if you can now

Smile through your tears

Here where your fears are known

Know you're safe at home

I'll be waiting for you 

Here inside my heart 

I'm the one who wants to love you more 

You will see I can give you