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Rockwell Automation shows how outsourcing a supply chain management solution can impact customer relationships.
Case Study: Risk management insurer Zurich U.S. has replaced its antiquated claims report system with business intelligence solution, giving customers access to claims information and reports via personalized Web pages
By holding a worldwide virtual conference over the Web, IBM's Public Sector Division saved the company three-quarters of what a physical conference would cost while reaching a wider audience and creating long-term resources for learning.
Author and researcher Jim Dickie defines four levels of sophistication into which most companies fall, which determines their readiness for successful CRM projects.
XML offers a flexible framework through which businesses can interact despite inconsistencies of IT platforms, applications and data formats.
Through mergers and integrated solutions, ERP vendors struggle to find a place in a market dominated by CRM.
Read about one company's efforts to install a mobile data management system to give customers up-to-date shipping info.
IT advances bring their own complications. In this profile, three UK companies are introducing new methods for managing groups of consultants and salespeople in the field while avoiding conflicts with employee culture.
A case study of eHobbies's successful pre-holiday launch.
A look at Ernst & Young Applications Services and its focus on Java for integrating Internet and intranet front ends with existing systems.
A look at the three main categories of WAP-capable PCS/cellular phones and their role in the field.
CRM analytics solutions are helping companies learn more about the value of customers in an effort to plan processes and strategies.
Build a one-stop, Web-based information source for your "80/20" customers: the 20 percent that usually account for 80 percent of its revenues.
Designed to run on the Web rather than adapted from an existing groupware or project management application, Thoughtstar's QuickTeam provides a virtual collaboration space that employees, customers and suppliers can access from any Internet connection.
Q&A with venture capitalist Jim Gauer, a general partner in Palomar Ventures, about systems integration and its impact on e-tailers.
While searching for a personalized online banking experience, Marianne Cotter discovers the gap between e-personalization and the real thing.
Q&A with Brian Maclean of Virginia Natural Gas who describes how field force automation helps his service fleet keeps pace with 10,000 new customers a year.
A look at Powerize.com's ability to deliver targeted external and internal information to the desktop PC.
A look at the variety of marketing automation applications including campaign management, e-mail marketing, personalization engines, collaboration and new product planning.
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