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Five predictions as to where CRM--and sales automation in particular--are headed in 2001.
Nextel Communications is providing new applications for mobile workers in the transportation, delivery and warehousing industries, as well as four-in-one digital wireless capability.
By outsourcing wireless application development and deployment, companies are seeking to come to market faster than the competition and save resources. While it might seem an easy decision to turn your mobile project over to a WASP, there are important questions to ask of your prospective service providers to avoid getting stung.
SAP was taking the punches in 1999, outmaneuvered by its rivals in new, breakaway areas. But the company has fought back and is now firmly back at the cutting edge. UK's Dennis Howlett examines mySAP.com and SAPMarkets
Karl Thurston, UK managing director for Consultancy Plaut, warned that many companies were just looking for enabling technologies imagining they had already worked out their strategy, during an SAP debate on CRM. "Companies should look for business benefits, and return on investment. Although there's been an advance on six months ago when people were just looking for sales, or customer service, organizations still need to think this through up front." He added that CRM might go the way of ERP, where companies have implemented different projects and are now revisiting them with application integration technologies to pull benefits out.
A large number of companies already carry out some form of profitability measurement but according to David Roscoe, managing director of IT consultancy Prophit Share, much of it is wildly off target. Too often it is based on board level assumptions about customer behavior or what aspects of the business result in profit. However, as businesses increasingly grapple with the globalization of markets, shortened product lifecycles and market fragmentation, the realization is dawning that existing customers must be placed at the center of the operation.
Companies are investing heavily in call center technology. To maximize that investment--and to meet higher customer expectations-they must also invest in a smarter, more versatile--and more demanding--breed of call center agent.
Faced with a customer retention rate of only 25 percent, mortgage bankers must look to CRM, according to a report by Mortgage Guaranty Insurance Corporation's Capital Markets Group.
Sierra Wireless's new AirCard 400 promises "the fastest mobile wireless access speeds" at a connection three to four times faster than dial-up.
CRM technology makes it easy to spot customers that have defected. The real challenge is to find customer care people who will make use of that information to improve the service.
Auto Trader is in the midst of a major data mining project to analyze who is buying and selling what within its pages. David Longworth reports on an approach framed around adding to the bottom line.
Resort owner Intrawest developed a Web-based solution founded on Pivotal eRelationship 2000 software that not only allows guests to book vacations online, but provides company staff across the continent with a single view of the customer.
German Auto Giant Turns to TPS Labs to Augment its Fleetcom CRM Solution
In this white paper, solutions provider eConvergent explains how total view of a supplier-client relationship translates into a need for the eCRM system to integrate all of a company's communication channels, internal and external, electronic or legacy, into its business functions from sales, marketing and service, through fulfillment and finance, to product development.
Microsoft's BizTalk integrates application architectures from the outside in
If e-business leaders continue to ignore goverment concerns about customer privacy, the next few years might seem like a rerun of the Titanic for dot coms.
A case study of NJNG's (New Jersey Natural Gas) implementation of a wireless solution.
As the data-driven supply chain opens doors and your financial director thinks strategy, your company must decide which will guide your CRM initiative.
Enterprise mobile communications has changed remarkably over the years. It's no longer good enough to keep up; you've got to stay one step ahead of the transformations to remain competitive.
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