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destinationCRM Dashboard: May 2008
For the rest of the May 2008 issue of CRM magazine please click here
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  • Essential Strategies to Improve Customer Experience
    LAS VEGAS -- The contact center is becoming an increasingly important facet in the arsenal of any company aiming to deliver not only high-quality service to demanding customers, but a profit center for its own operations. Gauging the challenges and opportunities hidden within the contact center were the main points of emphasis at a presentation held at SAP CRM 2008. The simple notion at the core of the session may not, at first, seem like a contact center--specific theme: The classic ways of advertising for business are slowly dying. But the ramifications of that reality change the rules of the game.
  • Oracle Finally Says "See Ya" to "Siebel" for On Demand CRM
    Oracle's newest edition of its on-demand CRM application -- On Demand Release 15 -- reflects the latest trends: innovations in how users access their CRM solutions -- via hosted models, Web browsers, and semi-connected application functionality -- and CRM that embeds the latest in social networking. "Oracle is making the concept of Enterprise 2.0 tangible by tying social networking and collaboration directly into [its] CRM offering," explains Mary Wardley, vice president of CRM applications for research firm IDC. Release 15, it's worth noting, also marks Oracle's removal of the "Siebel" brand from its on-demand offerings, limiting the use of that name to the Siebel 8.x on-premise product line.
  • The Future of ECM Is Simplicity 
    BOSTON -- The notion of simplicity was bandied about quite often during the 2008 conference hosted by AIIM-The Enterprise Content Management Association -- especially during the event's keynote, which stressed one factor above all others: The implementation of simplicity is key to user adoption.
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