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AMR analyst Lindsey Higgs explains how Enterprise Commerce Management could ease the pain of front- to back-office integration
Remote-connected employees depend heavily on their cellular phones to let them conduct business on the road. But growing public concern about the safety issues involved may prevent workers from staying connected while driving.
By providing context-specific, just-in-time learning, managers can overcome reluctance to adopt new CRM tools, reduce training time and improve employee performance. The key lies in when and how to introduce e-learning into the project.
Latin America may soon become a hotbed of activity for CRM software vendors. Here's why.
This final installment in the six-part CRM Strategy series deals with execution of a CRM strategy.
Natural language based search tools represent an important advance in data search technology. But are they advanced enough to truly benefit corporate users?
Privacy advocates struggle to protect consumers and data collection regulations tighten worldwide. In response, companies must find new ways to collect and utilize consumer data to provide personalized CRM while remaining sensitive to these issues.
Blumberg uses his experience with the evolution of portable computer technology to predict the future of field terminals. He argues that mobile workers will soon regularly use technology once described only in science fiction stories, and speculates on what the next step beyond that will be.
Zamba Solutions originally created its knowledge management program to facilitate information transfer between the members of its rapidly expanding employee base. But when the economy softened, the program, based around a platform from Intraspect Inc., shifted focus to retaining knowledge as employees left.
The potential for online self-help is largely unrealized in the B2B arena, but with spiraling support costs, that's likely to change. B2B online help is not interchangeable with B2C, however. Partnerships and technical requirements create different needs that must be addressed in B2B self-help environments.
Personalization, enabled by technology, is about trying to recover the highly individualized levels of customer service apparent in the era of the village economy, while retaining the cost advantages delivered by the industrial revolution and the mass-market economy. And since today's customers prize service and their own time above all else (yet they also expect highly competitive pricing) technology-enabled personalization can make this possible.
Joseph Batista, director of enterprise and Internet initiatives at Compaq Computer Corp., is leading a unique sales approach, which dispenses knowledge to help businesses grow.
Despite the risk, the cost, and the time required to implement CRM, companies continue to take the plunge. What motivates them, and what do they hope to get out of it? A new survey provides some insight.
Just two years ago PeopleSoft was dismissed as "struggling" or "lost." But it has charged back with PeopleSoft 8 CRM, a Web-architected enterprise solution featuring a new CRM component. And the competition is getting more than a little nervous. How nervous? Let's just say that the war rooms across Silicon Valley are open 24/7.
In his book, Selling 2.0-Motivating Customers in the New Economy veteran salesman Josh Gordon says abandon pitch-and-close selling in favor of motivating the customer to buy.
KMM's consulting editor explains why the arrival of e-services could drastically change the way we look at e-commerce.
Over the past few months, I have listened to several aspiring young companies complain that they could not introduce a new application because the wireless operator had no way to bill the customer for it.
According to Don Blumberg of D.F. Blumberg Associates, Inc., the European service market will grow from about $220 billion in 2000 to close to $400 billion in 2005. A significant change, says Blumberg, is the fact that quality, continuity and geographic coverage have become as important as price.
Is customer-based government an oxymoron? Siebel Systems doesn't think so.In May, Michael C. Maibach was appointed to the position of senior vice president of government affairs to begin educating and promoting Siebel products to the thousands of government agencies in the U.S. and around the world. Reporting directly to Thomas Siebel, Maibach plans to introduce the same multi-channel software solutions that the private sector enjoys into government agencies, enabling them to integrate their communications channels into a single customer view and report performance metrics in real time
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