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Jason Compton


Articles By Jason Compton
...successful and disastrous: 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Edited by David Myron
Posted 01 Jun 2005 [June 2005 Issue]
...successful and disastrous: 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Edited by David Myron
Posted 01 Jun 2005 [June 2005 Issue]
Sovereign Bank improved its operations with consistent service practices for customers and fellow employees.
Posted 02 May 2005 [May 2005 Issue]
We hear from 5 companies that have worked for years to refine, realign, and improve their customer relationships, long after the project first went live.
Posted 02 May 2005 [May 2005 Issue]
Marketing are constantly looking to justify the budget.
Posted 02 May 2005 [May 2005 Issue]
Can on-demand CRM developers cleanly cross over into offline operation?
Posted 01 Apr 2005 [April 2005 Issue]
CRM magazine presents the Service Leaders awards to the most impressive providers of customer care architecture, technology, and services who have worked tirelessly over the past year to improve their capabilities so that contact centers can go about their crucial business more efficiently and effectively than ever before.
Posted 01 Apr 2005 [April 2005 Issue]
An aggressive integrator, Concerto orchestrates streamlined call center operations in 2005.
Posted 01 Apr 2005 [April 2005 Issue]
New corporate pairings may have little to do with customer strategy.
Posted 01 Apr 2005 [April 2005 Issue]
CRM magazine presents the Service Leaders awards to the most impressive providers of customer care architecture, technology, and services who have worked tirelessly over the past year to improve their capabilities so that contact centers can go about their crucial business more efficiently and effectively than ever before.
Posted 01 Apr 2005 [April 2005 Issue]
negotiate a CRM engagement.
Posted 01 Mar 2005
We went into the market to talk with CRM users about their main challenges, and then went back to industry experts for solutions. Here's what we found.
Posted 01 Mar 2005 [March 2005 Issue]
Giveaways can buy transactions, but not necessarily commitment.
Posted 01 Mar 2005 [March 2005 Issue]
The PeopleSoft acquisition alters the software giant's competitive landscape.
Posted 01 Mar 2005 [March 2005 Issue]
How to improve customer satisfaction without relying on software, servers, and screen pops.
Posted 01 Mar 2005 [March 2005 Issue]
An effective workforce management strategy increases service levels with less effort.
Posted 01 Mar 2005 [March 2005 Issue]
Wireless network providers are consolidating at a brisk pace.
Posted 01 Mar 2005 [March 2005 Issue]
At some point you must decide who runs your sales organization and how it will be run.
Posted 01 Mar 2005 [March 2005 Issue]
Common vocabulary and government advocacy lead the agenda.
Posted 22 Feb 2005
The on-demand CRM provider is on pace to register 250,000 customers by this summer.
Posted 18 Feb 2005
Pivotal secures a health insurance vertical customer; RightNow sells into the network application management space; Gartner predicts cooling growth in PC shipments; and more.
Posted 18 Feb 2005
Executives cite a lack of tools and policies to build and maintain customer relationships.
Posted 15 Feb 2005
Competitors for on-demand SFA business are still racing for new customers and new capabilities.
Posted 10 Feb 2005
ATG releases its first product with Primus technology; Siebel earns a contact center interface patent; Microsoft delays version 2.0 of Microsoft CRM; and more.
Posted 10 Feb 2005
The rules of the game in Internet search are still being written, and strategies must adapt to suit the times.
Posted 08 Feb 2005
Some of last year's top CRM solutions and solution providers are recognized.
Posted 03 Feb 2005
West Corporation increases the size of its home-based agent capability; TechExcel releases version 5.5 of both its TechExcel CRM and TechExcel HelpDesk products; and more.
Posted 03 Feb 2005
The local telecom giant will buy its former parent in the first half of 2006, pending regulatory approval.
Posted 01 Feb 2005
A new partnership between Skylight Systems and Gallup expands in-room service and data gathering options.
Posted 27 Jan 2005
Advanced Info Service selects Convergys for customer care; NuTech Solutions makes a number of key appointments; Best Software updates ACCPAC CRM; and more.
Posted 27 Jan 2005
Tighter controls on revenue generation and recognition processes are part of the latest business accountability challenge.
Posted 25 Jan 2005
Webmetrics and Fry team for e-commerce performance validation; iKnowtion projects continued strong growth; The Container Store selects RedPrairie for labor productivity optimization; and more.
Posted 21 Jan 2005
Think beyond the upsell when evaluating next generation analytics strategies.
Posted 21 Jan 2005 [February 2005 Issue]
Reynolds & Reynolds built uniformity into its sales approach to improve productivity and results.
Posted 21 Jan 2005 [February 2005 Issue]
Vendors, strategies, and focus are all certain to evolve in 2005.
Posted 21 Jan 2005 [February 2005 Issue]
Customers know when they are being managed, and the feeling is not a pleasant one.
Posted 21 Jan 2005 [February 2005 Issue]
Data quality procedures ensure that data is consistently applied to stringent specifications.
Posted 21 Jan 2005 [February 2005 Issue]
Posted 21 Jan 2005 [February 2005 Issue]
Atos Origin acquires KPN's CRM business; SalesLogix signs Big River Telephone; Aderant announces its upcoming CRM suite; and more.
Posted 20 Jan 2005
The database and applications giant lays out the integrated future of its enterprise products.
Posted 19 Jan 2005
CTT Portugal adopts edocs software for its online service platform; Onyx and WebSideStory announce preliminary quarterly results; FrontRange signs a Tivoli business partner; and more.
Posted 13 Jan 2005
The contact center platform developer will work to expand support for Redmond's upcoming Istanbul client.
Posted 12 Jan 2005
Nextance hires KANA board member as CFO; SAP announces strong U.S. license growth; ResponseTek signs large Canadian credit union; and more.
Posted 11 Jan 2005
Online holiday sales climb dramatically; Autobytel and ChannelNet expand their technology partnership; TechTeam Global makes another government services acquisition; and more.
Posted 04 Jan 2005
A new report highlights the unique role telecommuting agents play in the rapidly changing call center workforce.
Posted 30 Dec 2004
The new company will take on a rapidly consolidating market for self-service and help-desk applications.
Posted 28 Dec 2004
Smaller companies are finally providing a long-expected boost in CRM adoption rates, but curbing overall IT-spending growth.
Posted 23 Dec 2004
The year's strong IPOs revisited; Composite Software updates its enterprise information integration server; and more.
Posted 22 Dec 2004
A new study examines customers' selection criteria between travel suppliers' Web sites'
Posted 20 Dec 2004 [January 2005 Issue]
Open source CRM vendors are trying to transform the industry.
Posted 20 Dec 2004 [January 2005 Issue]
The worst thing is to take away an application salespeople are using and liking.
Posted 20 Dec 2004 [January 2005 Issue]
The marathon takeover battle ends with a handsome payoff for PeopleSoft shareholders, but questions for customers.
Posted 16 Dec 2004
Hospitality Solutions rolls out SalesLogix; Harte-Hanks helps Collections Etc. better target customers; DoubleClick and Omniture begin product migration; and more.
Posted 15 Dec 2004
The research and information giant adds CRM to its host of services.
Posted 14 Dec 2004
CRM strategists often speak of improving company performance by boosting revenue on a per-customer basis. CRM magazine cuts through the hype to examine what individual customer profitability can--and cannot--do for your business.
Posted 13 Dec 2004 [January 2005 Issue]
It's all really about being customer-centric.
Posted 13 Dec 2004 [January 2005 Issue]
EdGenuiti clinches a new customer and supports a new server platform; Salesforce.com engages a political figure; SAP adds telecommunications vertical support for mySAP users; and more.
Posted 10 Dec 2004
The CRM developer plans to capture midmarket business with a dedicated sales force and elite partner program.
Posted 08 Dec 2004
Sento acquires Xtrasource; Wachovia implements Callidus; SugarCRM launches its SugarCube server; and more.
Posted 01 Dec 2004
The CRM services rate slows, while Asian consulting and outsourcing gains the lead the worldwide services market.
Posted 30 Nov 2004
The on-demand SFA provider will name a new chairman at a later date.
Posted 23 Nov 2004
A new study examines the customer's selection criteria between agency and travel-supplier Web sites.
Posted 19 Nov 2004
As the CRM industry reinvents itself, 2005 promises both new opportunities and new challenges.
Posted 19 Nov 2004 [December 2004 Issue]
Several new solutions aim to put greater power on the teller and tele-agent desktop.
Posted 16 Nov 2004
Wells Fargo banks on CRM process improvements for capturing new business.
Posted 15 Nov 2004 [December 2004 Issue]
Best Software believes the situations are isolated and under control.
Posted 15 Nov 2004 [December 2004 Issue]
The product-tagging system must be used as more than supercharged bar codes.
Posted 15 Nov 2004 [December 2004 Issue]
Recognize that quality control in email situations is a completely different animal.
Posted 15 Nov 2004 [December 2004 Issue]
A new Aberdeen Group survey shows that organizations are slow to adopt channel price-management strategies.
Posted 12 Nov 2004
Oracle sets a November 19 deadline for shareholders, but the takeover battle may last longer.
Posted 11 Nov 2004
CRM vendors flock to high-capacity online promotional capabilities.
Posted 10 Nov 2004
Dreamforce '04: Dozens of software vendors are now tying their CRM capabilities to the on-demand CRM platform.
Posted 08 Nov 2004
Dreamforce '04: New customizing manager and customer service capabilities are key updates.
Posted 04 Nov 2004
The CRM analyst firm lays out strategies for improving bottom-line results with CRM.
Posted 02 Nov 2004
Big Blue takes over data collection and customer service processes for D&B.
Posted 29 Oct 2004
The open-source CRM pioneer looks to grow quickly in its first year.
Posted 26 Oct 2004
Communications and analytics specialists lead the way in a solid showing of rapidly growing CRM firms.
Posted 21 Oct 2004
The key to driving acceptance from all marketing professionals, not just those motivated by numbers and compliance, is to improve their workflow.
Posted 19 Oct 2004
One of the pieces that made [CRM] fall into place was the wireless component.
Posted 18 Oct 2004 [November 2004 Issue]
Knowledge-centered CRM firms have brought greater attention to the crossover.
Posted 18 Oct 2004 [November 2004 Issue]
You want to know what kind of experience a partner has in your particular industry vertical.
Posted 18 Oct 2004 [November 2004 Issue]
Analyst firms provide their services either on demand or on a subscription basis to clients, which comprise end-user businesses, industry vendors, and investment firms.
Posted 18 Oct 2004 [November 2004 Issue]
Companies are applying Six Sigma to sales and marketing processes, looking for those characteristics of an opportunity that have the greatest chance of success, or those leads that show the hallmarks of quality.
Posted 18 Oct 2004 [November 2004 Issue]
Effective immediately the NetSuite 10 core contains an Upsell Manager as a standard component.
Posted 14 Oct 2004
The report outlines a marketing performance measurement model and guidelines for process improvement.
Posted 12 Oct 2004
Siebel Systems' unexpectedly strong business represents performance above financial analyst expectations, but not above Siebel's own track record.
Posted 08 Oct 2004
Siebel has provided analytic capabilities to customers for some time, but the new Siebel Business Analytic Applications collection is designed to run both in Siebel user environments and other business scenarios.
Posted 08 Oct 2004
The report is the premiere entry in a series of papers Summit plans on the on-demand and hosted software markets.
Posted 07 Oct 2004
Published reports quote PeopleSoft Director Steven Goldby as saying, "If there's an indication that they would pay what we consider to be the right price, and there's a possibility that we could close the transaction quickly, I'm open to discussions with Oracle."
Posted 06 Oct 2004
Joining CRMA's board are executives and representatives from key industry firms like Forrester Research, Gartner, and Baseline Consulting.
Posted 05 Oct 2004
Most of PeopleSoft's CRM strategy has evolved during Conway's tenure, including the close of the acquisition of Vantive that first served notice that PeopleSoft would be a CRM player.
Posted 01 Oct 2004
A new survey of top marketing executives at large and midsize companies gauges attitudes towards customer retention and valuation.
Posted 30 Sep 2004
Airframe has little to fear if it remains focused.
Posted 28 Sep 2004
One half of U.S. businesses claim to be customer-centric, but a new study shows that far fewer live up to the promise.
Posted 24 Sep 2004
The industry feels the same pressure as other markets do to do more with less.
Posted 24 Sep 2004 [October 2004 Issue]
Part of the freedom to improve ROI calculations arrived as CRM became more pervasive within whole organizations, and was not simply relied on to provide domino effects from individual groups like the sales and support organizations.
Posted 24 Sep 2004 [October 2004 Issue]
The pharmaceutical research firm augments its traditional program of paper manuals, management discussions, and group lecture training with a touch-screen video game dubbed Rocked or Shocked.
Posted 23 Sep 2004 [October 2004 Issue]
Follow these four steps to ensure that your customers know what you will do for them--and what is not a reasonable expectation.
Posted 23 Sep 2004 [October 2004 Issue]
Siebel takes the top honor as the CRM Leader, with other eight firms clustered in the Challenger segment.
Posted 23 Sep 2004
Timothy Chou led the firm's hosted-applications efforts for years and reportedly remains with the company in an unspecified role.
Posted 21 Sep 2004
Essentials for a 21st-century start-up: Business plan? Check. Line of credit? Check. CRM strategy? Check.
Posted 20 Sep 2004 [October 2004 Issue]
A new report evaluates seven on-demand CRM providers: ACCPAC CRM (now a unit of Best Software), Entellium, NetSuite, RightNow, SAVO, Salesforce.com, and Siebel On-Demand.
Posted 17 Sep 2004
Brand building was ranked highest among marketing priorities, despite the strong positioning efforts many vendors employed during the tech boom; the brand-building efforts may reflect both fresh faces and survivors looking to establish new markets.
Posted 15 Sep 2004
Among the challenges in store for Oracle is bitter opposition from PeopleSoft management and directors, who have generally refused to negotiate with Oracle.
Posted 10 Sep 2004
Being able to compete on equal footing with contact center giants is important as the customer contact market shifts to longer purchase cycles driven by the need for technology refresh, rather than hordes of startups demanding quick solutions.
Posted 09 Sep 2004
A new, four-month training program dubbed Certified Friendly is designed for hotel, restaurant, attraction, and local government staff.
Posted 07 Sep 2004
The time has come once again for CRM magazine to reward excellence and achievement among vendors in the CRM industry. CRM vendors have individually and collectively worked to build confidence in the discipline, and those efforts are paying off. According to AMR Research, companies are still making modest-but-measurable increases in their spending on customer management tools and strategies, to the tune of an additional $600 million in spending expected for 2004. Interest is strongest among midmarket and SMB firms, which we classify as those companies under $1 billion and under $100 million in annual revenues, respectively. But there was plenty to stir things up this year. Read on to see what companies prevailed from 2003, and how others are leaving an indelible mark on the industry.
Posted 01 Sep 2004 [September 2004 Issue]
Midsize companies are increasing their uptake of CRM, while large, international enterprises are cutting back.
Posted 01 Sep 2004 [September 2004 Issue]
The time has come once again for CRM magazine to reward excellence and achievement among vendors in the CRM industry. CRM vendors have individually and collectively worked to build confidence in the discipline, and those efforts are paying off. According to AMR Research, companies are still making modest-but-measurable increases in their spending on customer management tools and strategies, to the tune of an additional $600 million in spending expected for 2004. Interest is strongest among midmarket and SMB firms, which we classify as those companies under $1 billion and under $100 million in annual revenues, respectively. But there was plenty to stir things up this year. Read on to see what companies prevailed from 2003, and how others are leaving an indelible mark on the industry.
Posted 01 Sep 2004 [September 2004 Issue]
Aberdeen interviewed 232 decision-makers at SMB firms to examine the components of business technology that most closely map to the strategic needs of small enterprise.
Posted 31 Aug 2004
Best Software unveiled ACT! 2005, the latest version of the original desktop contact manager.
Posted 27 Aug 2004
Two unfortunate situations have captured center stage at the end of summer 2004.
Posted 26 Aug 2004
The time has come once again for CRM magazine to reward excellence and achievement among vendors in the CRM industry. CRM vendors have individually and collectively worked to build confidence in the discipline, and those efforts are paying off. According to AMR Research, companies are still making modest-but-measurable increases in their spending on customer management tools and strategies, to the tune of an additional $600 million in spending expected for 2004. Interest is strongest among midmarket and SMB firms, which we classify as those companies under $1 billion and under $100 million in annual revenues, respectively. But there was plenty to stir things up this year. Read on to see what companies prevailed from 2003, and how others are leaving an indelible mark on the industry.
Posted 26 Aug 2004 [September 2004 Issue]
Unisys and KRC Research polled 150 top executives and IT decision-makers to examine the concerns and goals of companies that have deployed a comprehensive analytics strategy.
Posted 24 Aug 2004
The company logged more than $75 million in total revenues in the February-through-July time period, compared with less than $41 million in the same period a year ago.
Posted 20 Aug 2004
The company is also putting the finishing touches on a formal launch of its voice-over IP contact-center solution.
Posted 19 Aug 2004
Pure-play knowledge-base providers are seeing a need to compete with service-oriented companies.
Posted 17 Aug 2004
ATG touts the benefits of bringing together the offerings of both companies, but cost savings are clearly a concern for both firms.
Posted 12 Aug 2004
Quadstone defined a five-step model for proper follow-through on customer service inquiries.
Posted 10 Aug 2004
In a six-nation survey of nearly 6,000 individuals, Americans gave their highest level of satisfaction to postal services, banks, and utility companies--none of which earned the approval of even half the survey base.
Posted 09 Aug 2004
Both MS CRM servers and clients are affected and in need of patching.
Posted 05 Aug 2004
Among the advances in SalesLogix 6.2 are more tightly coupled sales and customer service capabilities, better access to opportunity data (including new-opportunity analytics), improved language support, and an expanded roster of customizable features.
Posted 03 Aug 2004
ROI criteria must change to reflect the changing needs of the marketplace and the changing pressures on shareholder value.
Posted 02 Aug 2004 [August 2004 Issue]
Pricing optimization systems provide better customer segmentation, better deal-building engines, improved communication with management and pricing analysts, and better markdown strategies.
Posted 02 Aug 2004 [August 2004 Issue]
Call center outsourcing can provide value to an organization, but not by walking away from responsibility. We examine the people, process, and technology issues managers should consider when making their decision.
Posted 02 Aug 2004 [August 2004 Issue]
A customer advisory board setting can produce valuable feedback as customers have an opportunity to pool their collective experiences and present them in a coherent manner.
Posted 02 Aug 2004 [August 2004 Issue]
Top organizations seem content with delivering abysmal email response rates to customer inquiries.
Posted 02 Aug 2004
A new Gartner report directly challenges some of the key assumptions and conventional wisdom surrounding service provider decisions.
Posted 29 Jul 2004
The use of email as a customer service channel is becoming a fact of life for a growing proportion of U.S. households.
Posted 27 Jul 2004
The industry's chronic inability to accurately gauge customer demand for styles and option packages, particularly among domestic mainstream imprints, is leading to frustration.
Posted 26 Jul 2004
Some of the biggest names in enterprise CRM opened their books today, but told different stories.
Posted 22 Jul 2004
Wireless platform developers are increasingly building solutions to suit the needs of companies with fewer than 1,000 employees
Posted 20 Jul 2004
Customers would prefer a short path to performing their half of the service interaction, rather than navigate the menus of IVR and FAQ.
Posted 19 Jul 2004
The study indicated a relatively small degree of pushback for data-driven loyalty programs.
Posted 15 Jul 2004
Independent marketing strategists continue to validate mailings as an important part of a broader customer strategy.
Posted 13 Jul 2004
Customer strategies will inevitably be affected as thousands of public companies, and even many of their privately held peers, adopt the requisite policies.
Posted 12 Jul 2004
For companies that label themselves customer-centric, how they approach back-office customer support is a litmus test.
Posted 08 Jul 2004
The move is Onyx's latest as the company aggressively looks beyond the United States for new growth opportunities.
Posted 06 Jul 2004
You don't necessarily need to pay top dollar for every new revision and incremental improvement the vendor offers up.
Posted 01 Jul 2004 [July 2004 Issue]
These seven strategies illustrate some of the best ways to apply the information you may already have in your contact center to improve your standing with customers.
Posted 01 Jul 2004 [July 2004 Issue]
MPM is just one of a growing battery of disciplines that aims to give substance and accountability to marketing activities.
Posted 01 Jul 2004 [July 2004 Issue]
CRM insiders see the Salesforce.com debut as a potential return to acceptance by the investment community.
Posted 29 Jun 2004
Marketers do understand the problems they need technology to help solve. Particularly among companies with a B2C component to their business, nearly four in five nominated channel management as a problem. Of those firms seeing channel management challenges, it was their highest-ranked issue.
Posted 28 Jun 2004
Concurrent with the announcement of the NetCommerce modules, NetSuite indicated that it now has 1,000 business customers using NetSuite's live e-commerce capabilities.
Posted 24 Jun 2004
Going public creates a new set of challenges for Salesforce.com. Not only must its management continue to comply with ongoing and increasingly complex disclosure regulations, but it must also contend with the overnight wealth enjoyed by the company's currently faithful employees.
Posted 23 Jun 2004
At the end of this month the Oracle Small Business Suite on-demand service provided by NetSuite will be rebranded NetSuite Small Business Suite.
Posted 22 Jun 2004
Open source technologies are starting to crop up in CRM, from the server platform to the user interface.
Posted 21 Jun 2004
Mobile CRM continues to be a juggling act of convenience versus connectivity, particularly as more companies switch to emerging service-based CRM tools.
Posted 17 Jun 2004
A major challenge for serious adopters of online self-service is the fact that the quality of the interaction is very dependent on the customer's ability to use the self-help system.
Posted 15 Jun 2004
Insights '04: Best Software revealed plans to take more CRM market share in the small- and midsize business markets at its annual Insights conference, held in Orlando, Fla., last week.
Posted 14 Jun 2004
Is there hope for intimate B2C relationships beyond the intermediation of self-service and outsourcing?
Posted 10 Jun 2004
Pivotal's basic email client has been improved, with closer integration with Outlook 2003; the SmartPortal system has been expanded to a more open interface, allowing easier third-party data integration.
Posted 08 Jun 2004
About 40 percent of respondents say they are dissatisfied with their ability to take accurate measurements.
Posted 07 Jun 2004
The combined company expects $125 million in 2004 revenues, and says that accelerated growth in the former Phase 2 operations will lead to the creation of 500 jobs in U.S. operations over the next year and a half.
Posted 03 Jun 2004
Banks are choosing to focus more of their security efforts on identity management, rather than scattering resources across multiple systems.
Posted 01 Jun 2004
It is vital to bring partners into the overall CRM strategy as completely as possible.
Posted 01 Jun 2004 [June 2004 Issue]
The online delivery of CRM technology may actually represent one of the early battlegrounds of technology evolution for the years ahead.
Posted 27 May 2004
No amount of cultural change will stand if data cannot flow freely and reliably.
Posted 27 May 2004
The biggest adjustments can be cultural.
Posted 25 May 2004
New technologies are boosting the adoption of wireless solutions.
Posted 24 May 2004
The Securities and Exchange Commission has stopped the clock on Salesforce.com's initial public offering.
Posted 20 May 2004
In addition to BlackBerry, Sendia has plans to support other handheld data platforms, including the PalmOne Treo and certain PocketPC form factors, with Symbian as a possible future addition.
Posted 18 May 2004
The company's Marketing Automation 4 allows marketing staff to focus campaigns on highly targeted customer segments, while operating under the constraints of company-wide privacy rules.
Posted 17 May 2004
KANA customers will be able to integrate Response Live with a larger suite of service management products.
Posted 13 May 2004
Partners now account for more than half of Salesnet's new accounts in the midtier.
Posted 11 May 2004
RightNow's S-1 filing with the Securities and Exchange Commission indicates that the company has enjoyed quarterly revenue growth for more than six years.
Posted 10 May 2004
Not counting the value of unspecified SureBridge liabilities absorbed by NaviSite, more than 70 percent of the acquisition is being funded by promissory notes totaling $39.5 million.
Posted 07 May 2004
According to a survey of nearly 1,000 CIOs conducted by Gartner Executive Programs (EXP), two in three CIOs consider CRM efforts in 2004 a high priority.
Posted 03 May 2004 [May 2004 Issue]
Put aside the notion that the flip of a technology switch should herald the start of CRM training. For training to be truly effective it must begin before any CRM technologies are implemented.
Posted 03 May 2004 [May 2004 Issue]
The steps are: Reduce multiple master records; don't abandon eyeballs; reduce overlap whenever possible; and practice continual cleaning.
Posted 03 May 2004 [May 2004 Issue]
The a dedicated project team must secure sponsors, not buyers; must consider every impact; must let consultants consult, while you lead; and must include IT and superusers.
Posted 03 May 2004 [May 2004 Issue]
Despite record-low interest rates, more than one quarter of CEOs listed "limited access to capital" as a threat to technology growth.
Posted 27 Apr 2004
Growing economies in tier 2 and 3 regions, ranging from western Europe to South Africa, will create higher demand for domestic call center services, while aggressive technological catch-up will make eastern European call centers prime providers of customer care outsourcing.
Posted 26 Apr 2004
Hosted services are showing up on the radar of the Global 1,000, and are seeing increasing uptake among large organizations looking to plug holes in their CRM deployments, either as a cost savings over additional licenses of a conventional CRM system or to improve adoption.
Posted 23 Apr 2004
bCentral never became the sole, authoritative source it was meant to be, and Microsoft is under increasing pressure to find growth opportunities.
Posted 14 Apr 2004
The Telecommunications Industry Association, in conjunction with Wilkofsky Gruin Associates, has released its 2004 Telecommunications Market Review and Forecast.
Posted 12 Apr 2004
A new global study by KnowledgeStorm and The AlignIT Group reveals that while offshore call centers and contract programming continue to provide positive returns for many businesses, many other industries are seeing only mixed results from offshoring efforts.
Posted 08 Apr 2004
Despite billions in CRM investment, financial institutions still need to ensure that their self-service experience differentiates them enough to be a tool for customer retention.
Posted 06 Apr 2004
The flagship chapter of CRMA changes to practitioner-focused model; national association implements CRM system.
Posted 01 Apr 2004
New Aberdeen CEO Jamie Bedard's strategy has aimed the company away from technology vendor-driven research.
Posted 29 Mar 2004
The market for service-provider email solutions is expected to grow at a 17 percent annual rate.
Posted 25 Mar 2004
DoubleClick finalizes its SmartPath Acquisition to expand its share of the marketing automation market.
Posted 22 Mar 2004
Businesses are not properly marrying their process with their software, creating gaps that are sapping the effectiveness of their CRM strategies.
Posted 18 Mar 2004
Depending on industry, such items as terms of delivery, service, and payment can account for more than half of margins.
Posted 02 Mar 2004
According to research firm Datamonitor, in 2003 call centers worldwide spent nearly $700 million on workforce optimization systems. Based on vendor projections and other industry factors, Datamonitor expects that figure to rise to $1.2 billion by 2008.
Posted 01 Mar 2004
The Elite award honors customer companies that have gained impressive returns on their customer service investments. Winners were selected based on return on investment, project implementation times, and overall impact on the organization.
Posted 01 Mar 2004 [March 2004 Issue]
Integration is the linchpin to success; it can seamlessly bridge systems, or become a costly and time-consuming albatross. Following are five strategies for connecting the new with the old.
Posted 01 Mar 2004 [March 2004 Issue]
CRM magazine investigated the depth of CRM expertise and adoption at the companies selling the technology by interviewing executives at several leading developers, ranging from large, traditional vendors to up-and-coming hosted providers.
Posted 02 Feb 2004 [February 2004 Issue]
To understanding the potential return on an outsourcing arrangement is to first understand the inefficiencies and challenges facing your current customer contact solution and then to set targets for the outsourcer to meet to improve the situation.
Posted 02 Feb 2004 [February 2004 Issue]
Unless CRM project leaders bring to the training table a clear picture of how their teams will accomplish their CRM goals, their projects may be prematurely grounded.
Posted 02 Jan 2004 [January 2004 Issue]
Driven by everything from sophisticated tools to brutal cost pressures, the role of the contact center agent is changing, in large part to create more business value from a smaller, more highly skilled workforce.
Posted 02 Jan 2004 [January 2004 Issue]
BJC HealthCare's after-hours pediatric-nursing help line looked to improve performance and cut costs for the triage service; Memorial Hermann has been working on CRM improvement plans to boost customer service capabilities; and Franciscan Health System works with Customer Potential Management Marketing Group to maintain and mine an extensive customer database.
Posted 01 Dec 2003 [December 2003 Issue]
All the hosted solutions aim to help companies do more with their sales forces with less up-front investment.
Posted 26 Nov 2003
The identity of the ultimate new owner remains up in the air as Onyx earlier this month made a richer stock-only offer to acquire Pivotal and CDC Software last week announced its own bid for the company.
Posted 25 Nov 2003
The laws focus primarily on the most heinous practices of shady spammers like deceptive subject lines, lack of opt-out provisions, disguising the source of the email, and delivering pornographic materials with no warning.
Posted 24 Nov 2003
Two divisions that serve The Schwan Food Company's markets, Schwan's Home Service and Schwan's Food Service Group, have revamped their CRM strategies as part of Schwan's ongoing effort to keep customers satisfied and loyal.
Posted 03 Nov 2003 [November 2003 Issue]
The mortgage-refinancing boom taught wholesale lenders a real lesson about the loyalty and attention span of their broker-partners.
Posted 03 Nov 2003 [November 2003 Issue]
Posted 01 Oct 2003 [October 2003 Issue]
*Winners were selected from among companies that either nominated themselves or were nominated by their vendors.
Posted 01 Sep 2003 [September 2003 Issue]
Posted 01 Aug 2003 [August 2003 Issue]
Although the company uses a host of internal metrics and the occasional secret shopper, real-time customer feedback is its primary tool for tracking satisfaction.
Posted 01 Jul 2003 [July 2003 Issue]
When customers don't know about services they may want to buy, it's like throwing away opportunity.
Posted 01 Jul 2003 [July 2003 Issue]
As in any relationship, being considerate and responsive goes a long way towards developing devotion.
Posted 02 Jun 2003 [June 2003 Issue]
Posted 02 Jun 2003 [June 2003 Issue]
A Solid Foundation
Posted 02 Jun 2003 [June 2003 Issue]
Posted 01 May 2003
Follow these 10 steps and you'll have information that really means something, rather than just have a lot of data that confuses more than it informs.
Posted 01 Apr 2003 [April 2003 Issue]
The sales staff can now see the links the more than 65,000 recipients follow in the bimonthly newsletter, and can identify which customers are likely to be interested in certain markets.
Posted 01 Apr 2003
How Allied streamlined 30 varied sales strategies into one.
Posted 01 Apr 2003 [April 2003 Issue]
Posted 01 Apr 2003 [April 2003 Issue]
Microsoft's online CRM strategy is not a threat, competitors say.
Posted 27 Mar 2003
CRM can be part of an innovation agenda, but it will more likely show up as part of a broader effort, such as a knowledge-worker empowerment strategy.
Posted 20 Mar 2003
Siebel says that the lion's share of R&D will be dedicated to reducing the running expenses--it turns out that the vast majority of IT dollars goes into the ongoing care and feeding of enterprise applications.
Posted 13 Mar 2003
In a poll of 111 corporate decision-makers at firms with more than $500 million in annual revenues, three quarters of the survey group expressed satisfaction with its CRM results. The largest obstacle to success, cited by nearly half the survey group, was corporate resistance to the process changes that come as part of a CRM transformation.
Posted 06 Mar 2003
Posted 02 Mar 2003
Email can be saved, but only when companies get serious about staffing it full-time, rather than rotating agents off and on call-taking duties.
Posted 27 Feb 2003
Siebel says it worked from press releases and 2002 earnings reports from competitors, filling in the blanks with published 2001 data and customer-analytics industry-growth projections; one industry analyst notes, however, that formal 10-K reports will not be available until March, and favors a more deliberate approach to declaring leadership.
Posted 21 Feb 2003
Years of stamping Web addresses on everything from TV commercials to business cards has paid off only if the site is worth visiting more than once.
Posted 13 Feb 2003
A numbers debate has some in the industry squirming around the question of declaring either SAP or Siebel the true leader, which should prove interesting if and when Siebel or another firm starts declaring CRM revenues in excess of SAP's numbers in an upcoming quarter.
Posted 06 Feb 2003
New tools enhance call center agent productivity.
Posted 02 Feb 2003 [February 2003 Issue]
Jets or Giants? Coke or Pepsi? The first two are a matter of taste. But how your business acquires the technological core of its CRM strategy cannot be simply about preference. Here's how to make the right choice between implementing a packaged solution and using internal or external IT resources to build one.
Posted 24 Dec 2002 [January 2003 Issue]
Posted 23 Dec 2002 [January 2003 Issue]
Businesses gear up in the hope that shoppers soon will be there.
Posted 12 Dec 2002 [December 2002 Issue]
Portals can be a gateway to better customer relations through improved employee collaboration, including an ideal way to enforce workflow practices.
Posted 13 Nov 2002
The call center vendor has finally found a home with a solid foundation.
Posted 13 Nov 2002 [November 2002 Issue]
Companies can no longer afford to keep workforce management and CRM in separate silos.
Posted 13 Nov 2002 [November 2002 Issue]
Gartner CRM Excellence award winners prove ROI is possible
Posted 12 Nov 2002 [November 2002 Issue]
Call Center Technology Steps Up
Posted 22 Oct 2002 [October 2002 Issue]
The Evolution of the Call Center
Posted 22 Oct 2002 [October 2002 Issue]
Mexico's Grupo Financiero Bital takes top honors; British Columbia Automobile Association tops in mid-market category
Posted 20 Sep 2002
Analytics, PRM, and call centers all have notable vendors that support them. But classic CRM vendors are powerhouses in these markets as well.
Posted 12 Sep 2002 [September 2002 Issue]
Future Electronics doesn't need a crystal ball to know that CRM will give the company the edge it needs to gain a competitive advantage.
Posted 01 Jul 2002 [July 2002 Issue]
Dow Chemical is using CRM to reach $60 billion in sales.
Posted 01 May 2002 [May 2002 Issue]
Canada Post, Tipper Tie Grab Top Honors
Posted 01 May 2002 [May 2002 Issue]
Executives contend that CRM is about bringing suppliers, employees, and customers closer.
Posted 12 Apr 2002 [April 2002 Issue]
Common sense says so, but finding a successful wireless CRM implementation is anything but common.
Posted 12 Apr 2002 [April 2002 Issue]
No customer wants to be offered something that cannot be delivered for the advertised price or lead time. That makes supply chain management (SCM) an attractive proposition for an enterprise looking to improve its production and back-end efficiencies. Simply put, money saved by improving customer services and by better coordinating the flow of piece parts and finished product is money earned.
Posted 04 Feb 2002 [February 2002 Issue]
Collaborating during product-development cycles can create efficiencies.
Posted 28 Dec 2001 [January 2002 Issue]
Breaking down boundaries between internal departments and outside partners proves vital to CRM success.
Posted 28 Dec 2001 [January 2002 Issue]
Rare Method is offering a new service to help advertisers reach their customers with high-style rich media digital communiqu├ęs.
Posted 28 Dec 2001 [January 2002 Issue]
Baylor University offers an MBA program in CRM.
Posted 24 Nov 2001 [December 2001 Issue]
J.D. Edwards buys YOUcentric and promises an integrated CRM/ERP solution.
Posted 24 Nov 2001 [December 2001 Issue]
The legislation that governs EU auto franchises expires in 2002.
Posted 24 Nov 2001 [December 2001 Issue]
More than just the facts, ma'am.
Posted 24 Nov 2001 [December 2001 Issue]
CRM faced its first real economic challenge in 2001. We examine the losses and victories of the year and take a hard look to see if CRM's greater ideals are being lost amid revenue warnings and profit-scavenging.
Posted 24 Nov 2001 [December 2001 Issue]
Terminology is like currency--invaluable, but if too much of it is thrown around, it becomes devalued. Is demand chain management simply CRM under a new label, or a truly breakthrough business model?
Posted 13 Nov 2001
Rapid-rollout CRM solutions offer users fast, targeted solutions to specific customer relations problems. Questions remain however as to the true usability of these pared-down offerings.
Posted 02 Nov 2001
Customer satisfaction surveys help auto repair shops improve service and gain profitable customers.
Posted 29 Oct 2001 [November 2001 Issue]
The ability to tailor customer contact and offers in real time is the pinnacle of achievement for personalization. Are the technical hurdles simply too great to overcome?
Posted 29 Oct 2001 [November 2001 Issue]
Highlights from the International Call Center Management Conference and Exposition in Chicago.
Posted 29 Oct 2001 [November 2001 Issue]
A sidebar to supplement CRM magazine's feature, "On Time, On Target"
Posted 16 Oct 2001 [November 2001 Issue]
A sidebar to supplement CRM magazine's feature "On Time, On Target"
Posted 16 Oct 2001 [November 2001 Issue]
Rapid implementation promises mean pared down offerings--and new expectations.
Posted 03 Oct 2001 [October 2001 Issue]
Experts say that lofty CRM visions of complete customer understanding are impossible to achieve without a solid analytical framework. How are analytical CRM providers bridging the gap between ambition and reality?
Posted 02 Oct 2001 [October 2001 Issue]
Terminology is like currency--invaluable, but if too much of it is thrown around, it becomes devalued. Is demand chain management simply CRM under a new label, or a truly breakthrough business model?
Posted 02 Oct 2001 [October 2001 Issue]
Peregrine's $1.1 billion acquisition of Remedy suggests that the future of Peregrine's products may lie in customer support-driven solutions. But the fate of Remedy's CRM suite remains unclear.
Posted 02 Oct 2001
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.
Posted 20 Sep 2001
Posted 22 Aug 2001 [September 2001 Issue]
SAP/Yahoo! and AOL Time Warner/PurchasePro try to get traction in both the business and consumer worlds.
Posted 22 Aug 2001 [September 2001 Issue]
Infotility helps California companies conserve energy.
Posted 22 Aug 2001 [September 2001 Issue]
Guided selling applications can automate the process of steering a customer to the product that's right for both them and for the manufacturer. But they don't come cheap and require serious institutional self-enlightenment.
Posted 22 Aug 2001 [September 2001 Issue]
Choosing the right sales force for your CRM-savvy company means more than just finding people who know the software. The new sales person must be willing to farm existing customers as well as chase down new ones
Posted 16 Aug 2001
Both the evidence and the experts suggest that knowledge management initiatives and tools should not be among the cuts. Processes that extract and save knowledge and make it available to other employees--even if there are fewer of them--can ease the impact of contraction on a company.
Posted 02 Aug 2001
The buzz about the mid-market may be old news but the battle for dominance seems to be what's fueling CRM vendors just lately.
Posted 01 Aug 2001
Fully secure communication on the Internet is the exception, not the rule.
Posted 19 Jul 2001 [August 2001 Issue]
Building and maintaining a qualified staff is a constant challenge. Atlanta-based Simtrex offers its answer in Star Trainer, a voice-interactive call center simulation environment that attempts to train and reinforce agents with repeatable, real-world skills and tasks.
Posted 05 Jul 2001
The Sage Group offers to acquire interact commerce.
Posted 20 Jun 2001 [July 2001 Issue]
Your company can reap growing profits hiring CRM-savvy salespeople--ones who know how to cultivate customer relationships.
Posted 19 Jun 2001 [July 2001 Issue]
Midsize enterprises remain a coveted market for CRM solutions vendors.
Posted 30 May 2001 [June 2001 Issue]
Simulated call center training helps prepare agents for the real deal.
Posted 22 May 2001 [June 2001 Issue]
With Annuncio Live, Lucent Technologies creates a productive "one-to-one" marketing machine.
Posted 25 Apr 2001 [January 2000 Issue]
Quantum's Snap division makes online marketing work.
Posted 25 Apr 2001 [January 2000 Issue]
Dot com sues KPMG for Silknet recommendation.
Posted 25 Apr 2001 [May 2001 Issue]
Is lifetime customer value the key to long-term profitability, or a numerical mirage?
Posted 24 Apr 2001 [May 2001 Issue]
Bidding on Great Plains, MS works its way into the CRM arena.
Posted 20 Mar 2001 [April 2001 Issue]
After purchasing Baan in a tailspin, Invensys relaunches the CRM solution as a best of breed solution for manufacturers.
Posted 20 Mar 2001 [April 2001 Issue]
These 10 steps will help your company develop and maintain a fulfillment strategy that meets customer expectations and maintains a solid foundation for customer retention.
Posted 13 Mar 2001
This case study examines how Johnson Controls converted its field maintenance staff into a one-stop sales, marketing and service force.
Posted 05 Mar 2001
NetPerceptions predicts customer buying behavior.
Posted 10 Feb 2001 [March 2001 Issue]
Complex business-to-business relationships put a whole new level of demands on your customer service organization.
Posted 10 Feb 2001 [March 2001 Issue]
The president of Delano Technology's analytics division puts the heartland on the high-tech map.
Posted 28 Jan 2001 [February 2001 Issue]
Developing a CRM suite proved slow going for SAP, as has selling CRM into its thousands of back-office R/3 customers.
Posted 28 Jan 2001 [February 2001 Issue]
How can your company retain customers if it can't even follow through on orders? Here are 10 tips that will help you establish an effective fulfillment strategy-and keep customers happy.
Posted 28 Jan 2001 [February 2001 Issue]
iQVC creates a distribution hub to optimize fulfillment of irregular-sized orders of its growing product offerings.
Posted 28 Jan 2001 [February 2001 Issue]
E.piphany's CEO goes from Big Five bigwig to CRM evangelist without missing a beat.
Posted 28 Jan 2001 [February 2001 Issue]
Financial services firms step in to guarantee online deals.
Posted 20 Dec 2000 [January 2001 Issue]
CRM Gets Smart
Posted 20 Dec 2000 [January 2001 Issue]
Henry Ford offered his Model T in "any color you want, as long as it's black." Today, the automotive industry is under pressure to take a far different approach to customer satisfaction.
Posted 21 Nov 2000 [December 2000 Issue]
Alleged intellectual property violations are, as they say, another story.
Posted 21 Nov 2000 [December 2000 Issue]
Posted 01 Nov 2000 [November 2000 Issue]
Marketsoft's eOffers helps dot coms market smarter.
Posted 26 Oct 2000 [November 2000 Issue]
An examination of the new generation of online self-help technology and how companies are using it to increase the bottom line.
Posted 25 Oct 2000
No longer limited to FAQs and figures, self-service help sites build customer satisfaction and save you money.
Posted 28 Sep 2000 [October 2000 Issue]
Cisco works with partners to create a communication system to handle customer interactions from all channels.
Posted 29 Aug 2000 [September 2000 Issue]
Getting sales leads into the CRM system has long been the most ignored element in sales and marketing automation. That's changing as new and innovative solutions become available.
Posted 28 Aug 2000 [September 2000 Issue]
Through mergers and integrated solutions, ERP vendors struggle to find a place in a market dominated by CRM.
Posted 03 Aug 2000
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.
Posted 27 Jul 2000
SAP and Clarify are getting together. Clarify's partnership architect Dennis Cunningham tells us why.
Posted 21 Jul 2000 [August 2000 Issue]
Customers taking control. Marketing departments scrambling to craft individualized messages. It all sounds like too much to bear. Here's a plan for handling this wild world of e-marketing.
Posted 29 Jun 2000
VIPCenter lets you and your customers get to information when both parties need it most.
Posted 26 Jun 2000 [July 2000 Issue]
With CRM sitting in the market's sweet spot, ERP vendors struggle to be relevant.
Posted 22 Jun 2000 [July 2000 Issue]
The electronic banking trend offers many conveniences, but also presents customer satisfaction and customer retention challenges. As banks are getting more wired, the call center is becoming a crucial component for banking industry success.
Posted 20 Jun 2000
How to select an customer center outsource provider, negotiate terms and manage the relationship effectively.
Posted 18 Jun 2000
Posted 06 Jun 2000 [June 2000 Issue]
A case study of how computer giant Compaq worked hand-in-hand with startup Conjoin on the release of its first product, Field.First.
Posted 03 Jun 2000
A suite of software from Redwood City, Calif.-based Kana Communications helps eBay process its customer service e-mail. The Kana system sorts incoming e-mail messages into queues based on the subject line and a referral tag determined by what the customer was doing on the site when the e-mail was sent.
Posted 02 Jun 2000
The electronic banking trend offers many conveniences, but also presents customer satisfaction and retention challenges. As banks are getting more wired, the call center is becoming a crucial component for banking industry success.
Posted 25 May 2000 [June 2000 Issue]
Outsourcing call center services can save you money and meet quickly expanding needs--but you need to be sure that outsourced processes are aligned with organizational priorities.
Posted 25 May 2000 [June 2000 Issue]
Intarka's ProspectMiner runs time-saving lead searches on the Web.
Posted 25 May 2000 [May 2000 Issue]
While marketing automation processes might have been used as budget fillers in the past, new applications that enable companies to measure individual customer-based ROI have the potential to vault marketing departments into the realm of revenue generators.
Posted 17 Apr 2000
Online auctioneer eBay nurtures customer relationships through e-mail.
Posted 01 Apr 2000 [April 2000 Issue]
This Unix derivative is gaining wide popularity with Web developers. How will it impact your CRM system?
Posted 01 Mar 2000 [March 2000 Issue]
Onyx's Front Office helps the sales team reward fans with preferred seating.
Posted 01 Jan 2000 [February 2000 Issue]
While marketing automation processes might have been used as budget fillers in the past, new applications that enable companies to measure individual customer-based ROI have the potential to vault marketing departments into the realm of revenue generators.
Posted 01 Jan 2000 [February 2000 Issue]
Overshadowed by client-server and Web-based applications, hampered by some technical deficiencies, this venerable platform isn't out of the SFA picture quite yet.
Posted 01 Jan 2000 [November 1999 Issue]
An investment in SFA training can reduce support costs and improve the return from your automation project.
Posted 01 Jan 2000 [September 1999 Issue]
 
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