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Industry executives answer the question, Is it necessary to estimate a customer's lifetime value to determine their true profitability?
New Aberdeen CEO Jamie Bedard's strategy has aimed the company away from technology vendor-driven research.
A new report by The Yankee Group evaluates contact center efficiency and effectiveness between agents and customers, and highlights CRM's next step in contact centers.
LiveBridge announced the opening of a 700-seat call center in Cordoba, Argentina; Saab Cars USA has selected Melissa Data's Quality Web Service for real-time verification of customer data; and more.
The market for service-provider email solutions is expected to grow at a 17 percent annual rate.
The speech platform enables advanced speech-recognition solutions to retrieve text information from Web sites and relay it back to customers in a voice solution over the phone.
Envision Telephony announced a partnership with SIVOX Technologies; Avolent, a provider of financial relationship management software, unveiled BizCast 5.4; Nuance launched Nuance Voice Platform 3.0; and more.
A new Beagle Research Group study says the demand for hosted CRM has exploded over the past 12 months, and mainstream users are now adopting these solutions.
About 13,000 PeopleSoft users from more than 700 organizations were surveyed once throughout North America following the completion of a training course, then surveyed again 60 days later.
The new report works much like Gartner's Magic Quadrant with regard to leader positioning--the main difference is vendors in the MarketScope are scored individually, and not ranked against each other.
PeopleSoft, Onyx, and SAP are starting Q2 with updates to several existing applications, and are adding some new products.
DoubleClick finalizes its SmartPath Acquisition to expand its share of the marketing automation market.
Click Commerce has announced its intention to acquire privately held competitor Webridge in an all-stock deal; Russian telecom provider Vimpel-Communications has deployed Amdocs ClarifyCRM; Current Analysis today announced that telecom industry veteran Raymond Keneipp; and more.
Businesses are not properly marrying their process with their software, creating gaps that are sapping the effectiveness of their CRM strategies.
The report, "IT Spending on Customer Knowledge Technologies: Healthy Increases Across Most Regions," states the compounded annual growth rate of customer-knowledge technology investments by financial services firms worldwide will be 6.2 percent from 2003 to 2008.
Company size may not be the real indicator of potential CRM adoption.
Onyx made available the Onyx Group Enrollment Manager; Cognos launched the Cognos ReportNet 1.1; Psynchronous Communications unveiled Gravity, a new Web-based tool suite for communications measurement, planning, and outreach; and more.
Moving CRM through its maturity phases within your organization will solidify CRM's place in your company and your company's place ahead of the competition.
According to the study, the need for "greater visibility into the business" (i.e., collecting better information, more quickly) was the single greatest impetus for companies deploying or considering BPM.
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