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Biographical Information
Marshall Lager
founder and managing principal, Third Idea Consulting; contributor, CRM magazine

Marshall Lager is the founder and managing principal of Third Idea Consulting (www.3rd-idea.com).

Most recently, he served as Senior Editor at CRM Media, writing news, blogs, and feature articles for CRM magazine and its Web site, destinationCRM.com. During his tenure at CRM Media, he was the recipient of three APEX writing awards for his feature writing and his back-page column, "Pint of View." He previously was on staff with Vault, Inc., where he edited several business-advice books and cowrote two books on management and technology consulting. His experience also includes home office and home and mobile consumer electronics reviewing.

His other journalistic experience includes consumer electronics reviews and news reporting, both for CNET and as a staff writer for etown.com. He holds a BA in English literature from the University at Albany.

Articles By Marshall Lager
Air travel gets a new wrinkle—annoyance insurance.
Posted 01 Oct 2014 [October 2014 Issue]
Let's put the brakes on a separate, but unequal, future for bandwidth providers.
Posted 01 Sep 2014 [September 2014 Issue]
The more you tighten your grip, the more that will slip through your fingers.
Posted 01 Aug 2014 [August 2014 Issue]
You can only play so much Follow the Leader.
Posted 01 Jul 2014 [July 2014 Issue]
When your brand's secondhand, tell a new story.
Posted 01 Jun 2014 [June 2014 Issue]
Newton was even more right than he knew.
Posted 01 May 2014 [May 2014 Issue]
There are limits to what "people like me" can tell you.
Posted 01 Apr 2014 [April 2014 Issue]
Meeting others' expectations starts with coming to terms with your own.
Posted 01 Mar 2014 [March 2014 Issue]
Communication is good, overkill is not.
Posted 01 Feb 2014 [February 2014 Issue]
A transformative term is being retired. What does it mean to us?
Posted 01 Jan 2014 [January 2014 Issue]
Experience is where the rubber hits the road.
Posted 01 Dec 2013 [December 2013 Issue]
At the change of years, CRM welcomes new social, mobile, and gamification trends.
Posted 01 Dec 2013 [December 2013 Issue]
Let's put this old cliche to sleep.
Posted 01 Nov 2013 [November 2013 Issue]
What we can learn from etymology and an ancient general
Posted 01 Oct 2013 [October 2013 Issue]
Whatever your profession, hearing what your customers say is crucial.
Posted 01 Sep 2013 [September 2013 Issue]
CRM's reality contest, and why you should pay attention.
Posted 01 Aug 2013 [August 2013 Issue]
Are CRM vendors sending mixed messages, or complementary ones?
Posted 01 Jul 2013 [July 2013 Issue]
Making the job of nonprofit marketers a little bit easier.
Posted 01 Jun 2013 [June 2013 Issue]
For better or worse, everything digital is out there.
Posted 01 May 2013 [May 2013 Issue]
Warm personalized service can clash with professional detachment.
Posted 01 Apr 2013 [April 2013 Issue]
Will you fight for your name?
Posted 01 Mar 2013 [March 2013 Issue]
There's a difference between doing what you can and doing what you can get away with.
Posted 01 Feb 2013 [February 2013 Issue]
Consider what your flight attendants can control before giving them attitude.
Posted 01 Jan 2013 [January 2013 Issue]
Arm graduates with skills that matter.
Posted 01 Dec 2012 [December 2012 Issue]
The voice of the customer is more than a buzzword.
Posted 01 Nov 2012 [November 2012 Issue]
After a separation, making the next connection is crucial.
Posted 25 Sep 2012 [October 2012 Issue]
Nothing lasts forever, not even customer or company loyalties.
Posted 01 Aug 2012 [August 2012 Issue]
Seeking venture capital has become a little easier.
Posted 01 Jul 2012 [July 2012 Issue]
To serve customers, go with what you (and they) know.
Posted 01 Jun 2012 [June 2012 Issue]
If business tasks are not as natural as breathing, your business will suffocate.
Posted 01 May 2012 [May 2012 Issue]
A voice unheard is a waste.
Posted 01 Apr 2012 [April 2012 Issue]
Social streams are what you put into them—for better or worse.
Posted 01 Mar 2012 [March 2012 Issue]
Posted 01 Mar 2012 [March 2012 Issue]
"Hit 'em where they ain't" works great in baseball, not in business.
Posted 01 Feb 2012 [February 2012 Issue]
What's fun got to do with learning? Everything.
Posted 01 Jan 2012 [January 2012 Issue]
Love the player, hate the game.
Posted 01 Dec 2011 [December 2011 Issue]
We look at the major events of this year in the CRM industry for hints of what's to come in 2012.
Posted 01 Dec 2011 [December 2011 Issue]
Online discounter taps RightNow for customer care.
Posted 01 Dec 2011 [December 2011 Issue]
Get customers onto the winning team—yours
Posted 02 Nov 2011 [November 2011 Issue]
Server and apps giant goes hard core on hardware, soft on software
Posted 06 Oct 2011
Google dips its toes into social networking waters—again
Posted 01 Oct 2011 [October 2011 Issue]
Food trucks live and die by social CRM
Posted 01 Sep 2011 [September 2011 Issue]
CRM requires listening, not just speaking
Posted 20 Jul 2011 [August 2011 Issue]
Courting kids in the experience economy
Posted 24 Jun 2011 [July 2011 Issue]
Eagerness makes a difference to customers
Posted 18 May 2011 [June 2011 Issue]
Trying on some bold "new" social media strategies in CRM
Posted 15 Apr 2011 [May 2011 Issue]
Apartment hunting reveals what happens behind closed doors
Posted 17 Mar 2011 [April 2011 Issue]
Social CRM technology requires learning new skills
Posted 25 Feb 2011 [March 2011 Issue]
Because GPS wasn't enough for some people, we now have LBS
Posted 31 Jan 2011 [February 2011 Issue]
Don't just store your customer data—use it
If you feel like somebody's watching you, it just might be CRM in action
Posted 04 Nov 2010 [October 2010 Issue]
Most companies can't—or won't.
Posted 14 Sep 2010 [September 2010 Issue]
Do you still want to eat the sausage after finding out how it's made?
Posted 11 Aug 2010 [August 2010 Issue]
Are we suffering from too little data, or wallowing in too much of it?
Posted 14 Jul 2010 [July 2010 Issue]
And yet communities are expected to reflect the people who show up—even the quiet ones.
Posted 09 Jun 2010 [June 2010 Issue]
The Abbreviation Coalition for the Regular Overuse of Nothing You Meant is now called to order.
Posted 11 May 2010 [May 2010 Issue]
Think CRM with your customers is complex? Try it with your cat sometime.
Posted 06 Apr 2010 [April 2010 Issue]
Are betting pools the office worker's lottery ticket, or a security blanket?
Posted 10 Mar 2010 [March 2010 Issue]
How to survive the vendor events of last resort—no matter what resorts they're held at.
Posted 01 Feb 2010 [February 2010 Issue]
Innovation is change, but change isn't necessarily innovation
Posted 26 Jan 2010 [January 2010 Issue]
A quick look at year's-end uncertainty and future possibilities.
Posted 01 Dec 2009 [December 2009 Issue]
It's been 10 years since the founding of Salesforce.com, and CRM has never been the same.
Posted 15 Nov 2009 [November 2009 Issue]
Find the truth hiding behind the brand.
Posted 01 Oct 2009 [October 2009 Issue]
The Market Awards are done, but there's so much left unmocked!
Posted 01 Sep 2009 [September 2009 Issue]
Words, words, words. Why don't they mean what they used to?
Posted 01 Aug 2009 [August 2009 Issue]
It all started with sales tax.
Posted 01 Jul 2009 [July 2009 Issue]
As more vendors enter the on-demand CRM arena, profit may be harder to come by. Is consolidation the answer?
Posted 01 Jul 2009 [July 2009 Issue]
Travel Dynamics International finds that adding a real CRM system can lead to unexpected destinations.
Posted 01 Jul 2009 [July 2009 Issue]
Financial software developer Advent uses InQuira to show it's what you know and who you know.
Posted 01 Jun 2009 [June 2009 Issue]
I don't care to belong to any social network that will accept me as a member.
Posted 01 Jun 2009 [June 2009 Issue]
Social computing is still working its way into the consultative sales process. For most sales forces, that's just fine.
Posted 01 Jun 2009 [June 2009 Issue]
As the iPhone App Store emerges as a significant brand-building platform, the phrase "There's an app for that" has become a catchphrase for consumers and businesses alike. But is it the right place for you?
Posted 26 May 2009
Exclusive First Look: A new Forrester Research report, due out on Wednesday, shows an industry segment lurching through a tricky middle stage, but one that will continue to blossom in coming years.
Posted 26 May 2009
The independent market research firm releases its fifth annual WizKids report, themed around operational excellence.
Posted 20 May 2009
There's a lot going on inside the customer's head, whether you put it there or not. What are salespeople up against?
Posted 01 May 2009 [May 2009 Issue]
Think about what you're giving off when you're giving in to pressure.
Posted 01 May 2009 [May 2009 Issue]
Intuit QuickBase helps TomTom navigate reseller deals.
Posted 01 May 2009 [May 2009 Issue]
The billing-as-a-service provider expands its platform to include 100 features, including a new taxation module.
Posted 30 Apr 2009
A new study from Forrester Research reveals a sofa cushion where sales budget money gets lost.
Posted 28 Apr 2009
ISM Top 15 '09: The consultancy reveals its annual list of the best companies and products in CRM.
Posted 13 Apr 2009
Cloudforce London '09: The popular on-demand provider introduces a free version of its mobile CRM access package -- after all, one executive says, "cloud applications make mobility possible."
Posted 07 Apr 2009
Partner-built connectors link NetSuite's cloud with rival Salesforce.com's, allowing overlapping customers to combine applications.
Posted 02 Apr 2009
Service gaffes are part of life, but some of them are just astounding.
Posted 01 Apr 2009 [April 2009 Issue]
More than half of telecommunications carriers don't measure customer satisfaction when it comes to enterprise billing.
Posted 01 Apr 2009 [April 2009 Issue]
The on-demand CRM and ERP vendor introduces the SuiteCloud Ecosystem, the latest word in software-as-a-service development and distribution.
Posted 31 Mar 2009
Cloudforce Tour: Customer service in the cloud gets Twitter integration.
Posted 23 Mar 2009
A recent report on sales performance optimization shows a gap between expectations and capabilities.
Posted 04 Mar 2009
Marketing gathers the leads; sales pursues them. It sounds simple. It isn't.
Posted 01 Mar 2009 [March 2009 Issue]
The switch to digital TV broadcasts is upon us—or is it?
Posted 01 Mar 2009 [March 2009 Issue]
Floggers of these bons mot need a punch in the bouche.
Posted 01 Mar 2009 [March 2009 Issue]
Brainshark helps FitLinxx pump up customers' use of fitness technology.
Posted 01 Mar 2009 [March 2009 Issue]
More than half of telecommunications carriers don't measure customer satisfaction when it comes to enterprise billing.
Posted 18 Feb 2009
The popular on-demand ERP and CRM provider announces a version for the retail industry, and has its first profitable quarter.
Posted 12 Feb 2009
The Spring '09 release of the popular on-demand CRM platform includes new social functions for salespeople.
Posted 10 Feb 2009
How we handle the bad times can reflect well on us in the long run.
Posted 01 Feb 2009 [February 2009 Issue]
Telecom giant Sprint cuts telecom contact centers.
Posted 01 Feb 2009 [February 2009 Issue]
Cobb Theatres makes a blockbuster move to combine dining and moviegoing.
Posted 01 Feb 2009 [February 2009 Issue]
A slew of enhancements mark the 16th update to Oracle's software-as-a-service CRM option, and comparisons to Salesforce.com abound.
Posted 27 Jan 2009
A new report details deficiencies and opportunities for government agencies to connect with citizens.
Posted 26 Jan 2009
Analysts say consolidation in the sales performance management market was expected -- but this particular deal comes as a surprise.
Posted 23 Jan 2009
Research by SiriusDecisions also shows that faulty marketing intelligence has a comparably huge negative effect.
Posted 22 Jan 2009
The software-as-a-service CRM vendor's new Service Cloud solidifies crowdsourced customer support.
Posted 15 Jan 2009
Here are three areas in which technology can help your organization sell better.
Posted 01 Jan 2009 [January 2009 Issue]
A turbulent economy is driving some on-demand vendors to reduce fees. Is a price war looming in software-as-a-service?
Posted 01 Jan 2009 [January 2009 Issue]
I hope you kept that list of New Year's resolutions…
Posted 01 Jan 2009 [January 2009 Issue]
Monk Development gets a handle on its sales process and pipeline.
Posted 01 Jan 2009 [January 2009 Issue]
Gartner's most recent MarketScope looks at how businesses in the consumer world are using sales force automation.
Posted 23 Dec 2008
Sprint Nextel will close contact centers in response to lower demand for customer service while increasing its marketing efforts.
Posted 18 Dec 2008
What happened at Entellium, and what it means for businesses.
Posted 01 Dec 2008 [December 2008 Issue]
A new sales compensation management tool joins the Makana Motivator family of products.
Posted 26 Nov 2008
Forrester Research examines the growing field of social CRM and shows where the value lies.
Posted 25 Nov 2008
Big Red's acquired powerhouse gets a major update, and adds sales gadgets to its social initiative.
Posted 12 Nov 2008
The hardware-and-services vendor inks a partnership with NetSuite to resell CRM.
Posted 12 Nov 2008
Dreamforce '08: The software-as-a-service companies partner up to deliver a contact database to the traveling business user.
Posted 07 Nov 2008
The popular on-demand CRM and ERP provider takes a bite out of yet another company's customer base.
Posted 06 Nov 2008
Generation X has a reputation for aimlessness, but, in truth, its members are concerned about the future—and they're using their resources accordingly.
Posted 01 Nov 2008 [November 2008 Issue]
When you only get one side of a story, are you really getting what you need?
Posted 01 Nov 2008 [November 2008 Issue]
A dealer of wireless products and service conquers the agony of weak processes with LongJump.
Posted 01 Nov 2008 [November 2008 Issue]
A new report looks at several on-demand application providers who are worth keeping an eye on.
Posted 31 Oct 2008
Rounding up a slew of announcements from the on-demand CRM provider, including a half-price deal targeting Salesforce.com customers.
Posted 29 Oct 2008
With the release of Maximizer 10.5, the Canadian CRM mainstay adds to its wireless capabilities and spruces up the value to SMBs.
Posted 15 Oct 2008
An update to the ongoing story of Entellium's self-destruction.
Posted 13 Oct 2008
J.D. Power and Associates releases its latest findings on the popular (and growing) side of the telecommunications industry.
Posted 08 Oct 2008
New research shows consistent disappointment with indirect methods—and explains why.
Posted 06 Oct 2008
Success Metrics releases Birst, a software-as-a-service business intelligence package with a free entry-level offering and a surprising focus on verticals.
Posted 01 Oct 2008
Maximizing profit isn't about squeezing your customers dry; it's about charging them what's fair. Price optimization is no longer a chore or a secret technology—it's a competitive differentiator for those wise enough to explore it.
Posted 01 Oct 2008 [October 2008 Issue]
Five nines of semantic foolishness, at your service.
Posted 01 Oct 2008 [October 2008 Issue]
Gartner report shows the Wonder of Walldorf still on top—but a lawsuit and other troubles loom.
Posted 01 Oct 2008 [October 2008 Issue]
Selltis helps gauge sales solutions for a maker of industrial gauges.
Posted 01 Oct 2008 [October 2008 Issue]
Customers still want to speak to live agents, but companies aren't making it easy for either side, according to a new report.
Posted 24 Sep 2008
TreeHouse Interactive's channel management suite gets an overhaul in advance of integration with Oracle CRM On Demand.
Posted 17 Sep 2008
A 2007 Rising Star delivers a browser-based CRM suite that stays true to its wireless roots.
Posted 03 Sep 2008
Forrester Wave on Enterprise CRM Suites '08: Forrester Research's latest on big-business CRM shows close competition between the two, with Microsoft coming on strong.
Posted 02 Sep 2008
The Herald: Paul Greenberg -- chief customer officer, BPT Partners; president, The 56 Group.
Posted 01 Sep 2008 [September 2008 Issue]
The Steady: Brad Wilson -- general manager, Microsoft Dynamics CRM, Microsoft.
Posted 01 Sep 2008 [September 2008 Issue]
Devising the newest mobile device.
Posted 01 Sep 2008 [September 2008 Issue]
Sending the bill, from A to Z(uora).
Posted 01 Sep 2008 [September 2008 Issue]
A minor league team plays like it's in the majors with Microsoft and First Tech Direct.
Posted 01 Sep 2008 [September 2008 Issue]
For the "true" small business, needs may be less robust, but reliability's a must -- and Maximizer Software takes top honors this year.
Posted 01 Sep 2008 [September 2008 Issue]
Some things don't change: The continuing trend toward "SFA plus something more" is accelerating, and Salesforce.com takes the title once again.
Posted 01 Sep 2008 [September 2008 Issue]
Is the industry ready to turn a consumer craze into a business tool?
Posted 01 Sep 2008 [September 2008 Issue]
Compliance, mobile banking, data in the cloud—financial services firms have a lot to deal with when it comes to CRM.
Posted 01 Sep 2008 [September 2008 Issue]
You wanna go where everybody knows your liver.
Posted 01 Sep 2008 [September 2008 Issue]
Forrester Wave: Midmarket CRM Suites '08: Despite consolidation, buying CRM software for the midmarket segment is still a major headache.
Posted 29 Aug 2008
The software-as-a-service demand generation specialist gets on the platform bandwagon, and releases a free tracking widget as well.
Posted 27 Aug 2008
destinationCRM 2008: Whether it's Web 1.0 or 2.0, sales and marketing still need to communicate.
Posted 20 Aug 2008
destinationCRM 2008: An implementation expert lays out what businesses really need to succeed in CRM 2.0 initiatives.
Posted 19 Aug 2008
Forrester Wave '08: The latest report on enterprise business intelligence shows SAP's BusinessObjects property in a tight race with three other respected vendors.
Posted 08 Aug 2008
The analytics and statistical analysis powerhouse acquires an on-demand price optimization vendor -- and builds a new practice around it.
Posted 07 Aug 2008
Magic Quadrant for SFA '08: Gartner's latest sales force automation report shows some movement, including some dropouts, as the research firm focuses on big business; Oracle and Salesforce.com top the field.
Posted 05 Aug 2008
Market intelligence from Gartner shows the Wonder of Walldorf still on top in CRM, ERP, and supply chain.
Posted 04 Aug 2008
Vendors and users both now have an unprecedented degree of control over what a CRM application can look like. How should that power be used?
Posted 01 Aug 2008 [August 2008 Issue]
The one from my birth-minute is no mystery.
Posted 01 Aug 2008 [August 2008 Issue]
CRM is all over this year's awards for programming excellence.
Posted 01 Aug 2008 [August 2008 Issue]
British Telecom sees massive turnaround in its contact centers thanks to Knoa.
Posted 01 Aug 2008 [August 2008 Issue]
Landslide Technologies' latest release includes a revamped interface, sales process tools, and an expanded VIP service for management.
Posted 31 Jul 2008
Marketing automation and knowledge management headline the company's latest list of enhancements, as well as those coming from its partners.
Posted 25 Jul 2008
The vendor launches two new products for its Rave suite aimed at "true" small businesses, and hooks up with Boomi as an integration partner.
Posted 15 Jul 2008
As the show wraps up in Houston, a roundup of some announcements from the vendor's weeklong Worldwide Partner Conference.
Posted 11 Jul 2008
Apple's 3G update to its popular handheld has early support from big names in the industry, but little meat so far.
Posted 10 Jul 2008
Magic Quadrant for Data Mining '08: Packaged applications are all the rage -- but as the pair atop the list remains the same, a Visionary emerges overseas.
Posted 08 Jul 2008
A new report from AMR on customer management indicates double-digit market growth is here to stay, though the economy remains a concern.
Posted 01 Jul 2008
The latest CRM products and partnerships from Redmond's software juggernaut have set industry tongues wagging about whether Microsoft has finally forced its way to the forefront -- or if it was ever destined to be a true leader in the first place. Plus, an exclusive interview with Microsoft Chief Executive Officer Steve Ballmer.
Posted 01 Jul 2008 [July 2008 Issue]
Inertia will only keep customers in place for so long.
Posted 01 Jul 2008 [July 2008 Issue]
From the famous inventor's hometown, CheckPoint HR gets insight and cuts costs with Microsoft Dynamics GP.
Posted 01 Jul 2008 [July 2008 Issue]
Callidus Software announces an addition to its performance management offering: a corporate alignment product -- one that's on-demand, to boot.
Posted 27 Jun 2008
Selectica releases its latest sales configurator, optimized for field agents with high-end laptops.
Posted 24 Jun 2008
Ventana Research's latest benchmark study lays out the difference between the two, and suggests why the "E" might have more future success than the "R."
Posted 19 Jun 2008
With the launch of Salesforce Summer '08, the on-demand superstar raises the level of discussion about platform-as-a-service, partnerships, and more.
Posted 17 Jun 2008
Will on-demand ring a bell in manufacturing? The SaaS pioneer rolls a new vertical integration off the assembly line, and its partners are also building for the industry using NetSuite's Business Operating System platform.
Posted 12 Jun 2008
Enterprise megavendor Oracle offers a taste of its social networking-inspired on-demand applications at the Enterprise 2.0 conference.
Posted 10 Jun 2008
BlueRoads and Microsoft team up to offer joint partner management and CRM.
Posted 09 Jun 2008
The popular on-demand CRM vendor puts its cash to good use in snatching up professional services automation developer OpenAir.
Posted 02 Jun 2008
"Web 2.0" has been the subject of much buzz -- especially in CRM. What's beyond that buzz, and how can you make it work for you?
Posted 01 Jun 2008 [June 2008 Issue]
Simple customer management shouldn't be rocket science
Posted 01 Jun 2008 [June 2008 Issue]
An international youth ministry gets the CRM it needs, integrated with the enteprise resource planning system it knows.
Posted 01 Jun 2008 [June 2008 Issue]
Siebel and the Oracle E-Business Suite are ranked in a recent Gartner Magic Quadrant; ClickSoftware and TOA Technologies are visionaries.
Posted 30 May 2008
RightNow Technologies' latest release adds chat and surveys to its multichannel customer-care arsenal, seeking to capture the voice of the customer.
Posted 29 May 2008
Industry veterans launch an on-demand billing provider, offering a new way to handle time-based invoicing for goods and services.
Posted 20 May 2008
Sage Insights '08: A roundup of announcements from last week's partner conference.
Posted 19 May 2008
Sage Insights '08: The new CEO discusses her observations of the company, and outlines goals and aspirations for the coming year.
Posted 13 May 2008
The provider of customer experience applications for e-commerce companies adds new capabilities to its front and back ends.
Posted 08 May 2008
Ribbit, calling itself "Silicon Valley's first phone company," launches a CRM integration with Salesforce.com, paving the way to unite business applications with the spoken word.
Posted 08 May 2008
If I found it on the Internet, it must be important.
Posted 01 May 2008 [May 2008 Issue]
On The Scene: Convergence 2008 -- Redmond's mighty software maker finally has what it needs for a great CRM program -- but is it too late?
Posted 01 May 2008 [May 2008 Issue]
Centive smoothes away the calluses for a dermatology-product vendor.
Posted 01 May 2008 [May 2008 Issue]
Sales performance management breaks data out of the operational realm -- and tries to deliver business intelligence in the process.
Posted 28 Apr 2008
The 4.0 version of the recently renamed on-demand CRM suite from Microsoft reaches its domestic launch date.
Posted 22 Apr 2008
The small-business CRM service provider becomes Infusionsoft, dropping "CRM" from its product name along the way.
Posted 18 Apr 2008
Collaborate '08: The debut of Oracle Deal Management brings boutique technology into the CRM and ERP suite world.
Posted 15 Apr 2008
Small and medium businesses increasingly turn to the Web for applications that fit.
Posted 10 Apr 2008
New research from Aberdeen Group shows how mobile sales force automation can keep Road Warriors from becoming Mad Max.
Posted 08 Apr 2008
Gartner names the new and the noteworthy in the realm of sales applications for CRM.
Posted 03 Apr 2008
New research from Gartner predicts strong market growth continuing through 2012, despite the coming economic downturn.
Posted 02 Apr 2008
Just when the battle between on-demand and on-premise CRM seemed to settle down a bit, a new one opens up: single-tenant architecture versus multitenancy.
Posted 01 Apr 2008 [April 2008 Issue]
Remember to look around you when spelling out your corporate message.
Posted 01 Apr 2008 [April 2008 Issue]
Telcordia Technologies may have been around -- but it's planning to be around a lot longer, too.
Posted 01 Apr 2008 [April 2008 Issue]
JPMorgan Chase Card Services has Enkata to thank for a unification of agent metrics.
Posted 01 Apr 2008 [April 2008 Issue]
Replacing computer-telephony integration (CTI), this category encompasses all the contact center technologies; despite the rejiggering, Genesys Telecommunications Laboratories remains on top.
Posted 01 Apr 2008 [April 2008 Issue]
In a contact-center-specific adaptation of knowledge management, InQuira is this year's answer.
Posted 01 Apr 2008 [April 2008 Issue]
Microsoft Convergence 2008: While some analysts leaven criticism of Microsoft's Dynamics offerings with restrained praise, one recent report suggests the company "continues to lag rivals significantly" and should give up on CRM entirely.
Posted 14 Mar 2008
Microsoft Convergence 2008: CEO and President Steve Ballmer outlines his company's approach to business applications, expands a partnership, and drops some hints about strategy.
Posted 13 Mar 2008
A report from the CMO Council reveals that personalization is a marketing force that isn't being fully utilized -- yet.
Posted 12 Mar 2008
They're set in their ways, stubbornly independent, and resistant to change. But your staff doesn't have to be your toughest sale.
Posted 01 Mar 2008 [March 2008 Issue]
Green beer and parades will rule the day, and we shall rue it.
Posted 01 Mar 2008 [March 2008 Issue]
The next wave of on-demand computing may just be another trendy "2.0" label.
Posted 01 Mar 2008 [March 2008 Issue]
A credit-card company reduces agent strain and finds answers faster with Enkata.
Posted 01 Mar 2008 [March 2008 Issue]
The on-demand CRM vendor, recently public, launches an application development platform -- NetSuite Business Operating System -- for custom and vertical software.
Posted 28 Feb 2008
The broker of financial-information services launches a set of data-access and -intelligence tools.
Posted 27 Feb 2008
Single-tenant architecture for the on-demand world gets a powerful enterprise advocate in a new edition of Oracle's Siebel.
Posted 20 Feb 2008
New research shows about two-thirds of businesses are using the latest tools, but there are questions over the extent of penetration.
Posted 14 Feb 2008
The popular software-as-a-service CRM company delivers its 25th release -- Spring '08 -- adding collaboration and content features amidst rumors of ownership-shopping.
Posted 11 Feb 2008
Research from one of CRM magazine's Influential Leaders shows that adoption of core ideas and approaches isn't where it should be.
Posted 07 Feb 2008
Industry heavyweight Ron Verni lands at a field service management company, with a mandate to create growth.
Posted 05 Feb 2008
With financial results in hand and Business ByDesign humming along, the vendor offers some thoughts on what's coming next.
Posted 01 Feb 2008
SAP and Microsoft make big moves to embrace smaller customers.
Posted 01 Feb 2008 [February 2008 Issue]
Can marketing overcome the customers who talk about you?
Posted 01 Feb 2008 [February 2008 Issue]
There's smoke, but maybe not fire, in the world of product image.
Posted 01 Feb 2008 [February 2008 Issue]
Your sales force and your technology staff may not respect each other's turf, but you'd better broker a truce if you want your business to thrive.
Posted 01 Feb 2008 [February 2008 Issue]
A Web-based solution helps Molex Premise Networks log project, customer, and contact information.
Posted 01 Feb 2008 [February 2008 Issue]
Three months after the initial $6.7 billion bid, the juggernaut of enterprise computing pays $8.5 billion for its rival in the middleware market.
Posted 17 Jan 2008
Consumerization, software-as-a-service, and several other industry developments are affecting how application vendors approach smaller organizations.
Posted 15 Jan 2008
IDC outlines best practices for an oft-overlooked selling job, and shows that it's more important than some realize.
Posted 10 Jan 2008
A new Aberdeen study reveals the strategic importance of automating sales compensation management, including planning.
Posted 08 Jan 2008
Sales organizations aren't measuring what they need to measure; closed loop lead management could be the answer to multiple woes.
Posted 03 Jan 2008
They're not exactly employees, and they're not quite customers, but your channel partners can be equally important -- and you can't just direct them by remote control.
Posted 01 Jan 2008 [January 2008 Issue]
Hope you like the taste of crow--or foot-in-mouth. Your customers are serving it up hot
Posted 01 Jan 2008 [January 2008 Issue]
The critical steps to rapid transformation.
Posted 01 Jan 2008 [January 2008 Issue]
Red Pocket Mobile snags a particular prepaid phone market, with help from VoIP Logic
Posted 01 Jan 2008 [January 2008 Issue]
Ventana Research delivers a pair of reports on the analytics field, both old school and new.
Posted 27 Dec 2007
The on-demand CRM vendor posts a big IPO, suggesting the tech market is still buoyant.
Posted 20 Dec 2007
The much-anticipated Microsoft Dynamics CRM 4 makes it to market in time for the close of Q4 2007, to the sounds of analyst praise.
Posted 18 Dec 2007
Introducing a sales automation system for the people who must actually make a product work for the customer: the sales engineer.
Posted 13 Dec 2007
The company's acquired Witness arm launches its latest workforce optimization suite, Impact 360, stressing analytics prowess and integration.
Posted 06 Dec 2007
SAP Influencer Summit: The German giant's SAP CRM 2007 -- with a new user interface -- sneaks in under the calendar-year wire.
Posted 04 Dec 2007
Forward thinkers come together to learn how customers are changing the business landscape/
Posted 01 Dec 2007 [December 2007 Issue]
The company's planned acquisition of analytics powerhouse Business Objects represents the largest in company history.
Posted 01 Dec 2007 [December 2007 Issue]
Will a sage oracle sap your nice salesforce?
Posted 01 Dec 2007 [December 2007 Issue]
As 2007 ends, and 2008 looms ahead of us, patterns are beginning to emerge: The future of business may not be in the hands of the executives, but those of the customer instead. And yet, hasn't it always been that way?
Posted 01 Dec 2007 [December 2007 Issue]
Covad achieves fat customer satisfaction with HyperQuality.
Posted 01 Dec 2007 [December 2007 Issue]
After years of software-as-a-service rising ascendant, economic pressures may be favoring on-premise software again.
Posted 29 Nov 2007
New research suggests that training your sales team in-house isn't the best way to get lasting results -- but choosing the right outside partner can be tricky, as well.
Posted 26 Nov 2007
Inbound and outbound features unite in an alternative to the dialer; one analyst sees hints of ambition beyond the current offering.
Posted 19 Nov 2007
Customer Care Framework 2008 updates the company's existing integrated agent workspace with hosted application tools, single sign-on, and more.
Posted 16 Nov 2007
Recent market research from Gartner shows overall consolidation but with divisions appearing between specialists and megavendors.
Posted 13 Nov 2007
On the scene: Putting recent executive shakeups in the rearview mirror, the venerable vendor dialogues about dialogue.
Posted 05 Nov 2007
As business models become increasingly complex, more and more processes are shunted to automated systems. But the best examples never lose touch with the human element.
Posted 01 Nov 2007 [November 2007 Issue]
Tech firms need CRM as much as any other company--and sometimes even more.
Posted 01 Nov 2007 [November 2007 Issue]
A few more takeaways from the fall's big event.
Posted 01 Nov 2007 [November 2007 Issue]
Exact Software delivers a warehouse system dog that will hunt.
Posted 01 Nov 2007 [November 2007 Issue]
The Bozeman bunch signs partnerships with Demandware and Cast Iron Systems to expand its e-commerce and integration capabilities.
Posted 29 Oct 2007
The CRM vendor teams with the business coach to deliver Web-based professional advice through the CRM interface.
Posted 25 Oct 2007
Research firm delves into a new area of enterprise software: passive desktop agents.
Posted 22 Oct 2007
New research shows that business process outsourcing (BPO) growth has been stagnant among midsize businesses in recent years.
Posted 18 Oct 2007
Forrester Wave on Business Performance Solutions, 2007: Forrester Research's ranking of BPM vendors provides a snapshot of a market in motion.
Posted 15 Oct 2007
Facing challenges, the venerable midmarket vendor beheads its North American operations.
Posted 11 Oct 2007
The friendly takeover folds new business intelligence capabilities into one of the leading enterprise software platforms; amidst differing opinions, rumors loom of a counteroffer from Oracle or IBM.
Posted 08 Oct 2007
Applix bolsters its user community with a cache of new applications, development tools, and tips; one analyst says Applix On-Demand could become a SaaS offering of its own.
Posted 04 Oct 2007
Two venture-capital firms help launch and fund a program for companies to develop Force.com applications.
Posted 01 Oct 2007
We can learn a lot from our pastimes...or not.
Posted 01 Oct 2007 [October 2007 Issue]
A medical marketing company fills its sales transparency prescription with Entellium.
Posted 01 Oct 2007 [October 2007 Issue]
Carriers announce the latest attempt to provide broadband Internet access to airline passengers.
Posted 01 Oct 2007 [October 2007 Issue]
You track your sales team's numbers -- and so does each member of the team. Here's what you need to know about the business of sales compensation, and how you can make it work for all of you.
Posted 01 Oct 2007 [October 2007 Issue]
Contact centers are continuing to accelerate toward a distributed, home-based staffing model, says a new report.
Posted 27 Sep 2007
British research firm The Grass Roots Group breaks into the U.S. market with a report ranking 10 American cities on customer service; Phoenix is tops, while the New York region comes in at the bottom of a closely packed list.
Posted 24 Sep 2007
Dreamforce '07: A summary of what's on display from Salesforce.com partners at the company's annual convention.
Posted 19 Sep 2007
Dreamforce '07: AppExchange says hello to its younger, bigger sister: Force.com, touted as "platform-as-a-service"; the family also welcomes a cousin: Visualforce, hailed as "user-interface-as-a-service."
Posted 18 Sep 2007
The company debuts with a brace of on-demand applications designed to pull more sales data from the popular CRM system.
Posted 10 Sep 2007
The creator of QuickBooks debuts a new on-demand business management system, catering to the very smallest of the small-business segment.
Posted 06 Sep 2007
A new report identifies the key factors in call center success, and they require looking beyond the benchmarks.
Posted 04 Sep 2007
A growing segment of on-demand providers is boasting of offline functionality. Is this an admission of failure, or a stopgap on the way to perpetual access?
Posted 01 Sep 2007 [September 2007 Issue]
The polo shirt is great, but the company sucks.
Posted 01 Sep 2007 [September 2007 Issue]
Forrester Research announces a framework for assessing your CRM needs and achieving quick wins; accompanying research reveals that less than half of CRM users had been fully satisfied with CRM initiatives.
Posted 28 Aug 2007
Sales compensation vendor Centive tries to make its Compel on-demand product as attractive for sales as for finance.
Posted 27 Aug 2007
Sales effectiveness training gets a four-course meal of process, methodology, technology, and performance metrics from the company's new subscription service.
Posted 20 Aug 2007
Webcast provider responds to the explosion in video communications with something sales and marketing teams can use.
Posted 16 Aug 2007
Retailers continue to identify radio-frequency technology as their best hope for contactless payment systems.
Posted 13 Aug 2007
A report reveals numerous flaws in popular social networking sites' design for user experience--but also some good processes.
Posted 09 Aug 2007
The latest version of the company's business communication solution helps users analyze how audiences are responding.
Posted 06 Aug 2007
The business process management vendor acquires Proforma, expanding its capabilities with enterprise architecture modeling.
Posted 02 Aug 2007
Sometimes you can judge a book by its cover -- or a company by its name.
Posted 01 Aug 2007 [August 2007 Issue]
Posted 01 Aug 2007 [August 2007 Issue]
NetSuite helps ViewSonic revamp its PRM capabilities for better insight and communication.
Posted 01 Aug 2007 [August 2007 Issue]
The vendor's newest version adds an updated interface, business rules creation, and multiplatform compatibility, complete with better formatting for mobile devices.
Posted 30 Jul 2007
The company's new Orion platform gives universities a much-needed update to relationship management via SaaS.
Posted 26 Jul 2007
The Asian market for on-demand software nearly doubled last year as awareness and adoption rates boomed; new report says satisfaction is high for CRM and other applications.
Posted 23 Jul 2007
A recent study says growth in mergers and acquisitions are driven by industry's demand for scale; CRM component of outsourcing is small but "growing rapidly."
Posted 19 Jul 2007
A new study says that, for consumers seeking health information online, relevance matters more than trust, and that search-engine optimization is a must for healthcare companies.
Posted 16 Jul 2007
The on-demand CRM vendor announces full in-browser capabilities for use on the wildly popular new Apple device; CRM on the hip could make Apple the next big mobile business tool.
Posted 12 Jul 2007
Consumers make purchasing decisions based on how companies conduct their affairs, but word of mouth has lost its luster.
Posted 09 Jul 2007
Magic Quadrant for SFA '07: Oracle's Siebel has to share the spotlight in sales force automation, and additional challengers are closing in.
Posted 05 Jul 2007
After years of rumor, the on-demand CRM vendor files papers to become a public company; analysts agree it's the right time, more or less.
Posted 02 Jul 2007
Journalistic temptation runs deep.
Posted 01 Jul 2007 [July 2007 Issue]
The business of medicine and the care of patients are not the same thing; for both segments, customers is difficult to define.
Posted 01 Jul 2007 [July 2007 Issue]
CRM capabilities and business processes enable technology to shine.
Posted 01 Jul 2007 [July 2007 Issue]
A biomed supplier turns its CRM system around over the years as its client list grows.
Posted 01 Jul 2007 [July 2007 Issue]
Maximizer Software inks a deal with sales-effectiveness analyst group ES Research to share information on best practices and link their customer bases.
Posted 28 Jun 2007
The sales compensation systems provider releases a managed service that takes the labor out of wrangling incentives.
Posted 25 Jun 2007
The on-demand CRM suite provider floats its latest version, combining analytics, back-office integration, and partner relationship management.
Posted 21 Jun 2007
Bazaarvoice and MarketLive partner to offer an integrated e-commerce system complete with analytics and user ratings.
Posted 18 Jun 2007
The vendor's new Process Pod for partner ICCM's eService Desk lets users integrate BPM into all aspects of their business, not just the contact center.
Posted 14 Jun 2007
The Web experience management specialist delivers upgrades for two of its applications, letting them span an organization's needs.
Posted 11 Jun 2007
The technology vendor's new portable scanning terminal could affect how shoppers shop, and how stores generate loyalty.
Posted 07 Jun 2007
A recent study reveals that few companies are following best practices when it comes to a critical area of their commerce systems.
Posted 04 Jun 2007
He'll saaaahck your braaaahnd.
Posted 01 Jun 2007 [June 2007 Issue]
An outdoor recreational products maker cruises to better results with Sales Progress training.
Posted 01 Jun 2007 [June 2007 Issue]
A new report makes the case for interactive help to drive the next wave of success and innovation in the financial services field.
Posted 31 May 2007
A recent study shows that contact centers in all industries have similar goals and needs; teleservices is beating the pack in terms of low call abandonment.
Posted 24 May 2007
Consona releases new versions of its acquired CRM and knowledge management properties, and adds some marketing automation from Norway.
Posted 21 May 2007
The vendor announces an improved, expanded version of its popular SalesLogix midmarket suite (and an analytics and reporting package) at its Insights convention.
Posted 16 May 2007
The company's annual partner and customer convention kicks off with talk of the future, growing from recently announced structural shifts.
Posted 15 May 2007
The communications infrastructure vendor and the on-demand CRM provider announce Unified CallConnector, strengthening the companies' partnership.
Posted 11 May 2007
A new study indicates that mobile phone calling in Great Britain is experiencing a sharp decline, while the use of text messaging is on the rise.
Posted 07 May 2007
The latest Forrester Wave for sales force automation shows that Siebel still has what businesses want; a number of other vendors are challenging its primacy.
Posted 03 May 2007
Well, stop!
Posted 01 May 2007 [May 2007 Issue]
To help reverse the effects of its information malnutrition, a sales team must let its marketing department know what customer data is of value and what is not.
Posted 01 May 2007 [May 2007 Issue]
The vendor is implementing vertical solutions after long shyness, but how far should they go and who is creating them? Plus, two questions for the CEO.
Posted 01 May 2007 [May 2007 Issue]
Ease of use allows sales teams to focus on customers and build relationships.
Posted 01 May 2007 [May 2007 Issue]
A network administration toolmaker turns to Soffront to tame some of its own wild technical difficulties.
Posted 01 May 2007 [May 2007 Issue]
A new application lets financial institutions develop brand loyalty even when chasing late payments.
Posted 30 Apr 2007
On-demand IP communications systems are burgeoning, especially among smaller businesses with limited IT staff.
Posted 26 Apr 2007
The company introduces Salesforce Platform Edition, a version that allows application development and sharing without a CRM subscription.
Posted 23 Apr 2007
The company unveils its new SOA platform for integrating with other vendors, and delivers the latest Siebel CRM On Demand--minus IBM components.
Posted 17 Apr 2007
The two companies partner to deliver a set of tools for rich Internet application creation; the combination will flesh out the offerings on AppExchange.
Posted 16 Apr 2007
Oracle and SAP are the big kahunas in the Forrester Wave for partner management, but there are numerous others to choose from among on-demand and specialty vendors.
Posted 09 Apr 2007
The on-demand specialist partners with two other vendors to deliver CRM tools for the pharmaceutical industry; the timing is right, according to one analyst.
Posted 06 Apr 2007
VoIP solutions vendor IPcelerate announces a tetrad of voice solutions for the healthcare, legal, retail, and manufacturing verticals, aimed at giving SMBs integrated functionality.
Posted 05 Apr 2007
Ineffective speaking and presentation skills can kill a sale.
Posted 01 Apr 2007 [April 2007 Issue]
The customer care market in 2006 evolved at an enthralling rate, as providers of service-and-support technologies and services toiled to bolster their capabilities through strategic partnerships, head-turning mergers and acquisitions, and deepened research and development--all with the goal of helping companies provide stellar service. At the forefront of these developments are our 2007 Service Leaders--the contact center market's leading vendors in seven areas: computer telephony integration, interactive voice response, Web-support services, workforce optimization, quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a blend of weighted criteria comprising analyst ratings for customer satisfaction, depth of functionality or services, and company direction, coupled with financial strength throughout the past year evidenced by revenue and revenue growth.
Posted 01 Apr 2007 [April 2007 Issue]
The customer care market in 2006 evolved at an enthralling rate, as providers of service-and-support technologies and services toiled to bolster their capabilities through strategic partnerships, head-turning mergers and acquisitions, and deepened research and development--all with the goal of helping companies provide stellar service. At the forefront of these developments are our 2007 Service Leaders--the contact center market's leading vendors in seven areas: computer telephony integration, interactive voice response, Web-support services, workforce optimization, quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a blend of weighted criteria comprising analyst ratings for customer satisfaction, depth of functionality or services, and company direction, coupled with financial strength throughout the past year evidenced by revenue and revenue growth.
Posted 01 Apr 2007 [April 2007 Issue]
There are customer service technology vendors making dynamic acquisitions and expanding their broad product portfolios that don't necessarily fit neatly into one of the seven Service Leader categories. In keeping with that our third annual Service Excellence award recipient, M2M Holdings, made two smart deals that plunged it directly into the full-suite CRM and knowledge management arenas. Also, we present our second annual Rising Star awards, spotlighting under-the-radar tech providers that are making serious strides to deepen their competitive footprint.
Posted 01 Apr 2007 [April 2007 Issue]
It's clear, as the impact of commoditization continues to sweep across various verticals, that devoting serious energy to customer care processes is a bona fide strategy for strengthening brand loyalty. CRM magazine acknowledges five companies that realized eye-catching returns on their contact center services and technology investments with service-and-support deployments in the areas of Web-support services, workforce optimization, speech solutions, hosted contact center services, and agent-facing universal desktop.
Posted 01 Apr 2007 [April 2007 Issue]
Be careful the sort of behavior you incentivize with your loyalty program. Really careful.
Posted 01 Apr 2007 [April 2007 Issue]
Poor online retail performance needs to be addressed, despite continued industry growth; a 32 percent problem rate from the holiday season hasn't been fixed.
Posted 30 Mar 2007
ISM Top 15 '07: The CRM consultancy's annual awards reveal trends in process and technology, and laud the vendors that are driving them forward.
Posted 26 Mar 2007
The local online advertising market is poised for rapid growth from its current $4.3 billion annual revenue due to heavy competition and new businesses entering the fray.
Posted 22 Mar 2007
The on-demand sales compensation management vendor announces sales-driven analytics and more, along with a roadmap for diversified offerings.
Posted 12 Mar 2007
A new study shows that WFM and WFO technologies have come a long way, and will go even farther in smaller contact centers with SaaS.
Posted 08 Mar 2007
The customer experience management specialist delivers the latest version of TeaLeaf CX and a new application to go with it, intended to give real-time insight about transactions to e-businesses.
Posted 05 Mar 2007
With the merger complete, the two BPO powerhouses announce new unified branding and a refreshed approach to the industry.
Posted 01 Mar 2007
Revisiting the worst in CRM, via the worst in CRM.
Posted 01 Mar 2007 [March 2007 Issue]
Sales experts provide 10 ideas--new and old--about the deal.
Posted 01 Mar 2007 [March 2007 Issue]
Small and medium businesses have similar broad needs when it comes to IT and growth, but the specifics are not so close; considering them one group may be a mistake.
Posted 26 Feb 2007
The business optimization vendor reveals signed plans to acquire behavioral targeting company Touch Clarity, and launches the Discover 2 customer analytics application.
Posted 15 Feb 2007
The range of IP telephony solutions presents smaller businesses with many confusing choices, according to a new study; vendors have an opportunity to create targeted solutions.
Posted 12 Feb 2007
The latest version of GoldMine Enterprise Edition has a redesigned interface to please users and new architecture to entice the midmarket.
Posted 08 Feb 2007
An environmental marketing campaign for a cartoon leads to arrests and controversy; the debate is on over where targeting demographics crosses the lines of taste and reason.
Posted 01 Feb 2007
A CRMudgeonly view of the vendor-consumer relationship.
Posted 01 Feb 2007 [February 2007 Issue]
The latest release of Oracle Business Intelligence Suite includes new visualization and reporting capabilities, intended to broaden the ways workers access BI.
Posted 29 Jan 2007
A research report rates 11 vendors and their products in the performance management space, giving users a sense of where to turn to improve business results.
Posted 22 Jan 2007
Deloitte predicts some key technology trends for 2007; social networking, green technology, and the reinvention of the user interface are among them.
Posted 18 Jan 2007
The company will debut its Secure Exchange technology tomorrow, enabling callers to give and receive information without being overheard.
Posted 15 Jan 2007
Three new LMA products from iNeoMarketing are intended to strengthen B2B customers' relationships with marketers and salespeople; one analyst says such tools can solve "an important problem."
Posted 11 Jan 2007
ForeSee Results reveals part of its retail satisfaction index, wherein holiday shoppers state their preference for immediate information and back it up with sales.
Posted 08 Jan 2007
Watch your step on the slippery slope.
Posted 01 Jan 2007 [January 2007 Issue]
Sales process automation helps out hospital automation.
Posted 01 Jan 2007 [January 2007 Issue]
A brief but thorough evaluation process led the company to select HyperQuality, a call center monitoring company focused on quality assurance.
Posted 01 Dec 2006 [December 2006 Issue]
Never has "know your audience" resonated so much.
Posted 01 Dec 2006 [December 2006 Issue]
Callidus calls a telecommunications company to success.
Posted 01 Dec 2006 [December 2006 Issue]
From mashups and analytics to melanges and intimacy, in the coming year CRM's evolving opposable thumbs will add dexterity to business processes.
Posted 01 Dec 2006 [December 2006 Issue]
Separate the wheat from the chaff by automating key sales processes for maximum return on SFA dollars.
Posted 01 Dec 2006 [December 2006 Issue]
Complex gear requires business processes to match.
Posted 01 Nov 2006 [November 2006 Issue]
Generation X's consumer identity isn't easy to pin down, but a large aspect of successful selling to this crowd involves clarity, honesty, and open communication.
Posted 01 Nov 2006 [November 2006 Issue]
The "idea of integration" becomes real for a company struggling with a virtually obsolete order management system.
Posted 01 Nov 2006 [November 2006 Issue]
Our plot to warp people's minds is working--here's proof.
Posted 01 Nov 2006 [November 2006 Issue]
The company formerly known as SalesGene distills its sales assistant product for individual sellers on the go; one analyst says it "democratizes CRM."
Posted 30 Oct 2006
Larry Ellison talks about Oracle's history with grid computing and Linux, and drops a bombshell for server operators everywhere.
Posted 26 Oct 2006
AMD and Dell, pushing their integrations with Oracle, dominate the keynote sessions; the emphasis is on hardware making software work.
Posted 24 Oct 2006
ClientLogic and SITEL enter a merger agreement to form a massive organization spanning six continents; one analyst says the global footprint is "essential in today's space."
Posted 13 Oct 2006
The information broker announces its most granular customer segmentation model yet, and acquires Estonian credit bureau Krediidiinfo.
Posted 12 Oct 2006
The most profitable salespeople are the ones who can focus on high quality leads, according to a new study; organizations should provide the right opportunities and not force customer care onto sales.
Posted 06 Oct 2006
They're just a way for grown-ups to play dress up.
Posted 01 Oct 2006 [October 2006 Issue]
Research indicates that one quarter of all new business software will be delivered as SaaS by 2011; loyalty to the on-demand model is reaching enterprises as well as SMBs.
Posted 28 Sep 2006
Actuate unveils version 9 of its e.Spreadsheet software, challenging Excel with scalability and security.
Posted 25 Sep 2006
New research spells out the costs associated with on-demand implementations versus on-premise for various business sizes.
Posted 21 Sep 2006
Two institutions detail their experience and rewards with CRM implementations at the destinationCRM 2006 conference.
Posted 19 Sep 2006
A new bundle of VoIP applications helps educators and administrators unify and expand touch points for students and faculty.
Posted 11 Sep 2006
Mobile sales solutions help make top businesses what they are, and many others are following their lead, according to a new survey.
Posted 07 Sep 2006
Facing the fourth "R"--retail.
Posted 01 Sep 2006 [September 2006 Issue]
Analytics tools and methods can boost sales-closure rates by concentrating sales efforts.
Posted 01 Sep 2006 [September 2006 Issue]
The acquisition of metadata repository Flashline and an expanded partnership with Tata Consultancy Services puts BEA back on the A list.
Posted 24 Aug 2006
CampusVue 8 delivers administration and CRM for colleges on the ground and on the Internet; one analyst is impressed by the many options.
Posted 21 Aug 2006
Intelligent routing and click-to-connect are some highlights of WebEx's remote service addition to its Support Center product; "[The vendor] understands service," one analyst says.
Posted 17 Aug 2006
Oracle releases version 9 of PeopleSoft Enterprise CRM, renewing its commitment to the brand and its customers.
Posted 14 Aug 2006
It's decreasing, but this says some good things about the industry, according to a new report; standards and savvy customers will provide a future.
Posted 10 Aug 2006
The new SpeechTools application puts complex analytical tackle in the hands of nonspecialist users, speeding deployment and reducing cost.
Posted 07 Aug 2006
An In-Stat report suggests a market is brewing for hosted IP multimedia subsystems, if carriers and customers can see the opportunity.
Posted 03 Aug 2006
Nailing sales end-user buy-in has been a long-standing challenge for organizations that decide to implement a CRM system. Here, how to gain compliance and what to watch for.
Posted 01 Aug 2006 [August 2006 Issue]
Sell me once, shame on you; sell me twice, shame on...you.
Posted 01 Aug 2006 [August 2006 Issue]
Callidus helps a financial force straighten out its transactions.
Posted 01 Aug 2006 [August 2006 Issue]
By making its huge contact database available at no charge, the social networking provider hopes to fill a void in personal access while making fresh info the users' responsibility.
Posted 31 Jul 2006
Talisma and eVergance lead the formation of an industry consortium devoted to improving online and multichannel customer interaction.
Posted 27 Jul 2006
Most manufacturers aren't using the technology available to them to improve customer satisfaction while improving operational efficiency.
Posted 24 Jul 2006
The takeover provides a new channel to the contact center vendor, as well as a more compelling play for the growing SMB call center market.
Posted 17 Jul 2006
Industry leaders in online services, computers, and consumer software got that way by having loyal users, according to a trio of reports by Satmetrix.
Posted 13 Jul 2006
The German software vendor buys partner Praxis to build up SAP's e-commerce and SFA strengths; one analyst says this will play "a key role" for SMBs.
Posted 10 Jul 2006
Version 5 of the manufacturing and distribution midmarket vendor's suite includes broader integration and better visibility for users.
Posted 06 Jul 2006
Making business relationships warm and fuzzy.
Posted 01 Jul 2006 [July 2006 Issue]
Devices and platforms and applications abound--here's what you need to pay attention to
Posted 01 Jul 2006 [July 2006 Issue]
As healthcare providers turn to electronic records, CRM finds its way into the practice.
Posted 01 Jul 2006 [July 2006 Issue]
Contact Networks teaches a VC to get in touch with its inner address book.
Posted 01 Jul 2006 [July 2006 Issue]
J.D. Power cites people and process as the key factors for success in its 2006 North America airline study.
Posted 29 Jun 2006
Salesforce introduces Partnerforce, the Salesforce Partner Edition: Integrated CRM and PRM provide visibility that best-of-breeds lack.
Posted 26 Jun 2006
U.S. households are increasingly subscribing to bundled services from telcos and cable providers; IDC sees the market doubling by 2010.
Posted 08 Jun 2006
Smaller businesses will seek to improve their online presence through vendors that can deliver expertise; telecoms stand to gain if they round out their service offerings.
Posted 05 Jun 2006
The quiet on-premise vendor fires a surprise salvo to compete with Salesforce.com; functionality is another key to the value proposition.
Posted 01 Jun 2006
How to keep it fresh and inviting in an age of home theater and game consoles.
Posted 01 Jun 2006 [June 2006 Issue]
CRM magazine presents what some of the best minds in the industry have to say.
Posted 01 Jun 2006 [June 2006 Issue]
Celebrating the ultimate CRM professional.
Posted 01 Jun 2006 [June 2005 Issue]
Avaya's deal registration now exceeds 12-month goals in 30 days, thanks to BlueRoads.
Posted 01 Jun 2006 [June 2006 Issue]
"Our customers increasingly expect specialization...."
Posted 01 Jun 2006 [June 2006 Issue]
Salesforce.com releases a version of its development platform unfettered by CRM, allowing OEMs to build on-demand services at will.
Posted 25 May 2006
The customer experience management force gains SFA expertise, a workflow engine, and customers; an integrated solution should be ready by summer's end.
Posted 23 May 2006
A report on ERP and accounting software places the QuickBooks publisher at the head of the SMB segment; Microsoft and Oracle have pull with the midmarket.
Posted 22 May 2006
The software provider adds A/B testing and comparison to campaign management in its latest on-demand release.
Posted 18 May 2006
Contact Networks releases version 5 of its business social networking software, which focuses on bettering communication within professional services firms.
Posted 15 May 2006
Magic Quadrant '06: This year's European CRM service provider quadrant reveals Accenture and IBM BCS as the strongest implementation partners.
Posted 11 May 2006
The company reveals a score of new applications, and renews its allegiance to the channel that supports it.
Posted 09 May 2006
A new on-demand tool delivers immediate information on what prospects are up to; one analyst says it will make campaigns more "personal and relevant."
Posted 01 May 2006
Cutting costs (and throats) by skipping CRM.
Posted 01 May 2006 [May 2006 Issue]
It takes a special breed of thinker--quick, tenacious--to be a successful salesperson, and the job has been getting harder. As products and services become more complex, salespeople need to think faster than ever, respond more quickly, remember more details, and comply with more guidelines than ever before.
Posted 01 May 2006 [May 2006 Issue]
How CRM integrators aren't practicing what they preach.
Posted 01 May 2006 [May 2006 Issue]
Integration with PAR3 Communications lets the telecom turn off the autodialer.
Posted 01 May 2006 [May 2006 Issue]
The department does not consistently put CRM into practice, even though it is a high priority; marketing relies too heavily on sales to drive customer satisfaction and it under uses analytics.
Posted 27 Apr 2006
A new Forrester study on order management cycles shows vendors from all parts of the sales process performing strongly, including some smaller players.
Posted 24 Apr 2006
The latest release in the CRM On Demand series, version 10 delivers custom-fit functionality for operations of all sizes.
Posted 20 Apr 2006
Pivotal's owner is buying a Microsoft CRM partner, strengthening the bond between them for the time being.
Posted 13 Apr 2006
Most email marketers have tremendous difficulty reaching consumer inboxes, but even more don't make deliverability a priority.
Posted 12 Apr 2006
The new version marries AJAX to business process customization, adds new verticals, and heats up the suite wars.
Posted 06 Apr 2006
Forrester peeks into the future of enterprise applications, and discovers that it's up to the customers.
Posted 03 Apr 2006
These five projects can deliver ROI within six months.
Posted 01 Apr 2006 [April 2006 Issue]
The contact center industry was hot in 2005, as providers of customer service and support technologies and services strengthened their commitment to delivering first-class service. Many of the industry's players made their presence felt with forward-thinking mergers and acquisitions, while others upped the ante by growing from within and extending strategic alliances. We honor the industry's top-three leaders and one company to watch in the following categories: computer telephony integration, interactive voice response, Web-support services (formerly the Web self-service category), workforce optimization (formerly the workforce management and optimization category), quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a weighted formula that includes analyst assessments for customer satisfaction, depth of functionality, and company direction, as well as fiscal health over the course of 2005.
Posted 01 Apr 2006 [April 2006 Issue]
The contact center industry was hot in 2005, as providers of customer service and support technologies and services strengthened their commitment to delivering first-class service. Many of the industry's players made their presence felt with forward-thinking mergers and acquisitions, while others upped the ante by growing from within and extending strategic alliances. We honor the industry's top-three leaders and one company to watch in the following categories: computer telephony integration, interactive voice response, Web-support services (formerly the Web self-service category), workforce optimization (formerly the workforce management and optimization category), quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a weighted formula that includes analyst assessments for customer satisfaction, depth of functionality, and company direction, as well as fiscal health over the course of 2005.
Posted 01 Apr 2006 [April 2006 Issue]
Customer relationship (mis)management meets the IRS.
Posted 01 Apr 2006 [April 2006 Issue]
Preemptive defense against electronic fraud, which analysts call the new frontier of secure finance, gets a new weapon for the arsenal.
Posted 30 Mar 2006
Online travel agencies are the preferred destinations for prospects, but a study indicates that this year, consumers are less satisfied with site behaviors.
Posted 27 Mar 2006
Pivotal's parent company makes another bid for the rebounding Onyx Software, putting cash into the deal for shareholders.
Posted 23 Mar 2006
A committee of mobile providers sets new guidelines for ethical behavior in wireless telecom, with control in the hands of the consumer.
Posted 21 Mar 2006
The latest Gartner MRM ranking hails the company as the industry leader, but visionary competitors are on their way.
Posted 16 Mar 2006
The on-demand worthy delivers its first-ever vertical product, based on its own internal processes and targeted at software developers.
Posted 14 Mar 2006
Enterprise applications face lukewarm adoption, even when they've been customized, according to a Butler Group report.
Posted 09 Mar 2006
The companies expand their SOA partnership to jointly develop and market analytics tools and consulting services.
Posted 07 Mar 2006
It's ironic, but despite technical skill the SI community is not performing well enough for client recommendations, according to a new survey.
Posted 02 Mar 2006
Outsourcing for the ethically challenged.
Posted 01 Mar 2006
CRM magazine explains technology that will understand and leverage your relationship capital.
Posted 01 Mar 2006 [March 2006 Issue]
Incubators are teaching on-premise vendors how to host.
Posted 01 Mar 2006 [March 2006 Issue]
Sprint rings up experts to revamp its commission payment system.
Posted 01 Mar 2006 [March 2006 Issue]
The business process and e-service vendor moves upmarket with .NET architecture, adding cross- and upsell capabilities to its engine.
Posted 28 Feb 2006
Seamless operation and single databases lead the list of requirements for SMB success; on-demand products are the most popular in the segment.
Posted 23 Feb 2006
U. K. consumers are still mostly swayed by price, despite businesses' attempts to win customers' loyalty in other ways.
Posted 21 Feb 2006
New partnerships and predictions point to a period of rapid growth in wireless applications for sales, service, and marketing.
Posted 16 Feb 2006
The company's s 25th Anniversary Edition helps bring down the walls between sales and marketing. Two new modules, lead management and campaign management, head up the company's venture into marketing automation.
Posted 13 Feb 2006
The layoffs announced are the highlight of the company's post-Siebel acquisition guidance call; fiscal performance and predictions are also stated.
Posted 09 Feb 2006
One analyst asks if certifying 'good' email is enough; senders may be missing an opportunity to further help consumers.
Posted 07 Feb 2006
There's been a 16.7 percent year-over-year shipment volume decrease from 2004 to 2005; converging capabilities and no new killer app may be the culprits.
Posted 02 Feb 2006
The RIA refreshes an on-demand dashboard only with figures that have changed.
Posted 01 Feb 2006 [February 2006 Issue]
CRM examines service-oriented architecture and its growing impact on the applications landscape.
Posted 01 Feb 2006 [February 2006 Issue]
Celebrating the urge to merge, and the heartbreak.
Posted 01 Feb 2006 [February 2006 Issue]
A messaging provider uses NextNine for seamless network maintenance.
Posted 01 Feb 2006
The on-demand service and interface go offline, but financial analysts stand by the company's performance as the fiscal quarter comes to an end.
Posted 31 Jan 2006
The industry conference updates the state of service-oriented architecture in business, and suggests best practices for starting and expanding implementations.
Posted 26 Jan 2006
The fate of the wireless email service likely will rest in the hands of a Virginia judge, but analysts don't think customers should worry.
Posted 24 Jan 2006
Oracle updates progress and road maps for its SOA middleware platform one year after its inception.
Posted 19 Jan 2006
Salesforce.com's application marketplace emerges from its preview phase as part of the company's Winter '06 release with 160 listings.
Posted 17 Jan 2006
Third parties can build applications on the company's NetFlex platform; customers get point products and vertical solutions.
Posted 12 Jan 2006
Its new suite version extends contact center prowess to small businesses through hosting.
Posted 10 Jan 2006
Leading manufacturers are integrating their processes to serve customers, and will seek to improve performance by focusing on data integration, analytics, and BI.
Posted 05 Jan 2006
A report says the growing industry competes on features as well as price, providing customers with numerous access choices.
Posted 03 Jan 2006
Thirteen goals that businesses can actually hit.
Posted 01 Jan 2006 [January 2006 Issue]
When is safe too safe? Establish reasonable guidelines and stick to them.
Posted 01 Jan 2006 [January 2006 Issue]
Analytics can reinvigorate the industry now that consumers are consuming again.
Posted 01 Jan 2006 [January 2006 Issue]
A travel-tech services broker taps digital contract management for e-signatures.
Posted 01 Jan 2006 [January 2006 Issue]
Sensitive backup tapes go missing from a division headquarters in Orlando, exposing 200,000 people to fraud.
Posted 30 Dec 2005
The enterprise software vendor might be talking acquisition, but miscommunication has marred early efforts.
Posted 29 Dec 2005
The U.S. government is making progress against unsolicited commercial email, but there is a long way to go before inboxes are empty.
Posted 20 Dec 2005
Citizens are more satisfied with government Web sites than the entity that runs them.
Posted 15 Dec 2005
The technology needs to be applied correctly, but smart implementations will reap rewards.
Posted 13 Dec 2005
NTP's case against RIM is causing uncertainty, and creating opportunities for competitors.
Posted 08 Dec 2005
The long-awaited midmarket suite arrives with a hosted option and extensive language support, among key features.
Posted 06 Dec 2005
Botswana is emerging as an attractive location, according to a new report; telco costs and stereotypes are limiting factors.
Posted 01 Dec 2005
SAP, Onyx, and others look to seduce leery customers.
Posted 01 Dec 2005 [December 2005 Issue]
Looking back, and to the future: CRM trends and events to watch.
Posted 01 Dec 2005 [December 2005 Issue]
ERP (elf resource planning)
Posted 01 Dec 2005 [December 2005 Issue]
A vision-correction practice integrates with GoldMine for sharp results.
Posted 01 Dec 2005 [December 2005 Issue]
The company's latest messaging and collaboration solution is hosted for SMBs; Magneto push technology and new features up the mobile device ante.
Posted 29 Nov 2005
Consolidation continues as SAP strengthens its position in retail, finance, and consumer goods with the purchase of the demand management software developer.
Posted 22 Nov 2005
Integrations with Google, PayPal, and UPS enhance the ability to serve online businesses; shopping cart closure and multichannel selling bring relevance to Web shoppers.
Posted 17 Nov 2005
A rebranding, new features, and multiple language support challenges Web-analytics companies like WebTrends and Omniture.
Posted 15 Nov 2005
A Zagat study shows air carriers achieved the lowest ratings in 15 years, with U.S. airlines trailing internationals; Web presence is the only bright spot.
Posted 08 Nov 2005
An OEM partnership for predictive analysis and a new retail solution indicate positive implications for operational BI and upped emphasis on verticals.
Posted 07 Nov 2005
The search and content management software vendor, previously an IBM partner, joins that firm's herd to provide expertise in unstructured info wrangling.
Posted 03 Nov 2005
New license revenue continues to rise in the industry, with marketing applications predicted to be the top performers through 2009, despite mergers and economic pressure.
Posted 01 Nov 2005
Customer relationship mismanagement gives us venal warm fuzzies.
Posted 01 Nov 2005 [November 2005 Issue]
Wireless immediacy allows enterprises to pursue CRM simplicity with powerful rewards for everyday functions.
Posted 01 Nov 2005 [November 2005 Issue]
The basics behind service-oriented architecture.
Posted 01 Nov 2005 [November 2005 Issue]
CRM technology can help put the pieces back together.
Posted 01 Nov 2005 [November 2005 Issue]
Lou Fusz Automotive Network turns to AVV from Autobytel.
Posted 01 Nov 2005 [November 2005 Issue]
Businesses are becoming aware of smart cards as the corporate access-control solution of choice, but the high initial cost of deployment is limiting adoption.
Posted 31 Oct 2005
Hosted and on-demand marketing tools will be found in two-thirds of companies by 2008, with smaller businesses seeing the fastest uptake.
Posted 25 Oct 2005
Restructuring Sage's CRM delivery strategy is part of an ongoing effort to rebrand and unify Sage's SMB products.
Posted 20 Oct 2005
Mike Zafirovski replaces Bill Owens as president and CEO after just 18 months in office; the telecommunications company shakeup continues.
Posted 18 Oct 2005
Preannouncements for Winter '06 highlight on-demand support, a sign of the company's drive to expand customer service functionality.
Posted 11 Oct 2005
The portal company announces evolving new suites, including an SOA, and vertical applications, with one for retail efficiency.
Posted 10 Oct 2005
An AMR essay draws parallels between SOA and the client/server boom; ERP vendors have control of the aggregated services in the short term.
Posted 07 Oct 2005
Studies and service offerings point to the need for better information herding.
Posted 06 Oct 2005
What do they know, and how do they find out?
Posted 01 Oct 2005 [October 2005 Issue]
It is impressive when CRM vendors promise business performance improvements never before possible, but it is more impressive when their products actually deliver on those promises. The CRM Elite awards showcase six companies that have achieved significant returns on their technology investments that have either met or surpassed their expectations.
Posted 01 Oct 2005 [October 2005 Issue]
The CRM industry over the course of the year grappled with well-publicized mergers and acquisitions, executive turnover, and product line restructuring. Still, the industry's impact--especially in the small and medium business markets--is growing more pervasive across industries and within organizations. With an eye on ROI, companies are benefiting from lower startup costs, shorter implementation times, ease of use, and more robust analytics, from both the on-demand (hosted) delivery model and on-premise solutions. Spearheading these developments are the 2005 CRM Market Leaders--read on to see how they are driving the market and how they stack up against the competition.
Posted 01 Oct 2005 [October 2005 Issue]
The CRM industry over the course of the year grappled with well-publicized mergers and acquisitions, executive turnover, and product line restructuring. Still, the industry's impact--especially in the small and medium business markets--is growing more pervasive across industries and within organizations. With an eye on ROI, companies are benefiting from lower startup costs, shorter implementation times, ease of use, and more robust analytics, from both the on-demand (hosted) delivery model and on-premise solutions. Spearheading these developments are the 2005 CRM Market Leaders--read on to see how they are driving the market and how they stack up against the competition.
Posted 01 Oct 2005 [October 2005 Issue]
Influential leaders are those who pave the way for others to follow. They are often the first to market with a strong CRM product or strategy, are often the best at delivering a product or strategy, or have such industry clout that their actions reverberate widely in the market.
Posted 01 Oct 2005 [October 2005 Issue]
It is impressive when CRM vendors promise business performance improvements never before possible, but it is more impressive when their products actually deliver on those promises. The CRM Elite awards showcase six companies that have achieved significant returns on their technology investments that have either met or surpassed their expectations.
Posted 01 Oct 2005 [October 2005 Issue]
It is impressive when CRM vendors promise business performance improvements never before possible, but it is more impressive when their products actually deliver on those promises. The CRM Elite awards showcase six companies that have achieved significant returns on their technology investments that have either met or surpassed their expectations.
Posted 01 Oct 2005 [October 2005 Issue]
The CRM industry over the course of the year grappled with well-publicized mergers and acquisitions, executive turnover, and product line restructuring. Still, the industry's impact--especially in the small and medium business markets--is growing more pervasive across industries and within organizations. With an eye on ROI, companies are benefiting from lower startup costs, shorter implementation times, ease of use, and more robust analytics, from both the on-demand (hosted) delivery model and on-premise solutions. Spearheading these developments are the 2005 CRM Market Leaders--read on to see how they are driving the market and how they stack up against the competition.
Posted 01 Oct 2005 [October 2005 Issue]
Spanning the globe to bring you freakish business reportage.
Posted 01 Oct 2005 [October 2005 Issue]
Recent industry acquisitions have confused users about what the future holds, spurring two competitors' switch-to-us promotions.
Posted 29 Sep 2005
Intent-driven business strategies look at combinations of product and service delivery over a buyer's lifetime.
Posted 27 Sep 2005
Product service and support for existing customers highlight Open World day 2, but challenges have emerged for Siebel customers' business.
Posted 20 Sep 2005
The keynote address at Open World is confident and comprehensive, with targeted talk of growth.
Posted 19 Sep 2005
The United Kingdom leads the way in outsourcing deals, Germany takes second place, but the market is changing and shrinking.
Posted 16 Sep 2005
Dreamforce '05: Marc Benioff details visions of 'the eBay of enterprise applications' with Appforce.
Posted 13 Sep 2005
Knowledge workers lose up to 2.1 hours of productivity per day to interruptions; managers should alter performance expectations to today's workplace.
Posted 09 Sep 2005
Newly enacted legislation will drive security spending growth among SMBs; owners and managers must protect employees' ID data.
Posted 08 Sep 2005
The mail and document manager's second data quality vendor acquisition may come as a surprise, and could strengthen its position while shaking up the market.
Posted 01 Sep 2005
CRM the Mongol way, and we ain't talkin' pencils.
Posted 01 Sep 2005 [September 2005 Issue]
Use online journals to eliminate status calls and leverage team resources.
Posted 01 Sep 2005 [September 2005 Issue]
Office automation meets SFA with ACT! and WiredContact.
Posted 01 Sep 2005 [September 2005 Issue]
With more digital information in the home than ever before, consumers' information is extremely vulnerable; businesses have an opportunity to secure it.
Posted 30 Aug 2005
People using search engines to buy wireless services are more valuable customers; potential services revenue in 2005 is $12.6 billion.
Posted 25 Aug 2005
Purpose-built sales management apps could solve problems, but smaller businesses haven't caught on yet.
Posted 23 Aug 2005
Service-oriented architecture is the core of professional services offerings, and more workers are needed to implement it.
Posted 18 Aug 2005
Marketers need to better understand and target the offline audience without trying to change its behavior.
Posted 11 Aug 2005
Elvin Monteleone returns to manage the company's ongoing rebranding drive, but the reseller-only delivery model may stymie efforts.
Posted 09 Aug 2005
The companies have different customer appeal: Unica draws enterprises with complex needs, and Epiphany attracts firms that can use a solution out of the box.
Posted 04 Aug 2005
Customer-driven opportunities foster growth in the applications market.
Posted 02 Aug 2005
Radio frequency ID tagging is no longer a what-if question, but other questions remain.
Posted 01 Aug 2005 [August 2005 Issue]
Privacy laws have forced sales callers and outbound marketers to clean up their act and given them a chance to polish their image.
Posted 01 Aug 2005 [August 2005 Issue]
Fixing business relationship problems, advice columnist style.
Posted 01 Aug 2005 [August 2005 Issue]
Rainmaker Marketing's Lazarus integration of ACT! resurrects a phone reseller's sales, relationship growth, and agent efficiency.
Posted 01 Aug 2005 [August 2005 Issue]
"If our phones are down for an hour, that's $20,000 in lost business."
Posted 01 Aug 2005 [August 2005 Issue]
The healthcare industry will drive software spending growth through 2009.
Posted 28 Jul 2005
Most miss the minimum design standards for task-related help, human assistance, and readability.
Posted 26 Jul 2005
SMBs in the Great White North are rapidly shoring up their electronic defenses, according to an AMI-Partners study.
Posted 19 Jul 2005
Budgets expanded in 2004, but expectations still outstripped resources.
Posted 18 Jul 2005
The leading vendors attracted new customers in 2004; hosted options are in demand.
Posted 14 Jul 2005
Industry leaders meet in New York to discuss secure email measures.
Posted 13 Jul 2005
The $1 billion merger will create the world's largest contact center solutions company as the market continues to consolidate.
Posted 06 Jul 2005
Hyperion far outpaces its competitors in revenue share as the space continues to expand into different verticals.
Posted 05 Jul 2005
How are the changes that channel management systems and their providers are experiencing going to play out?
Posted 01 Jul 2005 [July 2005 Issue]
Get back to the roots of CRM with this refresher course on integration.
Posted 01 Jul 2005 [July 2005 Issue]
What a new standard for wireless data may mean for your business.
Posted 01 Jul 2005
A payment-processing leader learns the benefits of back-end integration.
Posted 01 Jul 2005 [July 2005 Issue]
The venerable contact-management and CRM software receives a remote-access facelift.
Posted 28 Jun 2005
Expanded services, best practices, and partnerships are showcased at the company's user conference.
Posted 27 Jun 2005
About $1 billion was lost through phishing last year, and attacks are on the rise--e-commerce shoppers have grown cautious.
Posted 23 Jun 2005
Airframe CRM Express allows companies to change the number of seats without altering contract terms or raising monthly fees.
Posted 21 Jun 2005
The sources of discomfort are service-oriented architecture and the enterprise service bus model.
Posted 16 Jun 2005
The NCI's cancer information portal leads this quarter's ACSI survey.
Posted 14 Jun 2005
The platform integrates voice and data for CSRs; a Nortel user survey reveals a high percent of respondents have 'started to converge.'
Posted 09 Jun 2005
Additions to Business Objects' operational BI platform still require integration, but address the trend of operational and tactical analytics.
Posted 06 Jun 2005
Business Owner Link tool helps marketers find business owners during their off hours.
Posted 02 Jun 2005
The wireless carrier is partnering with Good Technology to provide messaging services to business clients.
Posted 01 Jun 2005
A company's CRM system might make it vulnerable, but with risk comes opportunity.
Posted 01 Jun 2005 [June 2005 Issue]
The drug industry faces an uphill battle against counterfeiting, bootlegging, and eroding consumer confidence.
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]
...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]
Scorecards for enterprise CRM vendors and on-demand providers show shifts--and some surprises--in the past year.
Posted 26 May 2005
The on-demand vendor is positioning for greater expansion into the enterprise market.
Posted 25 May 2005
Insights '05: The company announces at its annual partner conference new initiatives and a name change to signal alignment with its international brand.
Posted 18 May 2005
Community relations is now a crucial practice; Web sales remains a strong revenue stream.
Posted 16 May 2005
The communications partnership will provide secure, low-cost Internet telephony to the wireless workforce.
Posted 12 May 2005
GPS and similar technologies' versatility and power will help the segment see significant growth, despite slow consumer and business adoption.
Posted 11 May 2005
Industry leaders emerge, but performance as a whole lags behind typical customer satisfaction rates.
Posted 04 May 2005
A new desktop environment--likely "productized" from a custom tool, according to one analyst--integrates desktop applications for call center workers.
Posted 03 May 2005
Microsoft and SAP's first joint product will link a new platform to Microsoft Office applications; analysts say it's nothing new.
Posted 27 Apr 2005
Channel management and communications merge in the partners' new single-click integration.
Posted 26 Apr 2005
The Internet service turns to financial security specialists to protect customers as fraud and online security issues continue to grow.
Posted 20 Apr 2005
The vendor's new site allows developers to share ideas, and helps customers and partners understand the company's on-demand CRM platform.
Posted 19 Apr 2005
The Summer '05 release of Sforce toolkits will be open source, with partners sharing strategies; applications will strengthen links between resellers and clients.
Posted 13 Apr 2005
Security is a huge factor in consumers' online banking decisions; being a standout provider may bring greater loyalty and higher revenue.
Posted 12 Apr 2005
ResponseTek teaches Aon Reed Stenhouse how to keep customers; Inforte and Cognizant link for CRM consulting; and more.
Posted 07 Apr 2005
Large retail banks allow chances to garner loyalty to erode; the purely service-call model misses sales opportunities.
Posted 07 Apr 2005
Low-fare carriers fill the top tier of a recent survey--industry performance declines overall, but more bodies are in the seats.
Posted 04 Apr 2005
The features turn BlackBerry devices into mobile sales offices as the company expects to continue extending product lines.
Posted 30 Mar 2005
A new Web-based technology allows for paperless tracking of citations and other government services.
Posted 28 Mar 2005
The needs of the field force will continue to drive wireless CRM solutions.
Posted 23 Mar 2005
Field sales and service agents stand to benefit from RIM's partnerships with AOL and Yahoo!
Posted 16 Mar 2005
 
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