Articles By Paul Korzeniowski
Integration hurdles slow deployments as systems largely fail to deliver significant value to users.
Companies are tying KM systems into CRM solutions to maximize understanding and use of internal resources, but the process can be onerous.
Social media provides businesses with intriguing opportunities to strengthen the bond with consumers.
Companies seeking suppliers have plenty from which to choose, but the market is turbulent
Fierce battle centers on retail players and favors those who adapt best to new market dynamics
Vendors deliver a broad suite of new functionality
The technology to locate information may be readily available, but can CRM systems uncover their own buried treasure?
WFO suite vendors offer call centers increased ease of use, improved staffing, and lower business costs via new product packages
The business software vendor teams up with its user group to develop meaningful metrics for call centers; other benchmarking tests are on the way.
Posted 21 Jul 2006