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Oracle Corporation
500 Oracle Parkway
Redwood City CA 94065
US

PH: 866-906-7878
FAX: 650-506-7200
Visit their Web site: www.oracle.com
 
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Oracle Corporation (Nasdaq: ORCL) is the world’s leader in CRM with 5,000 CRM customers, 5.6 Million CRM users and 150 million self-service users. Our customers rely on our customer relationship management, business intelligence, and customer data integration solutions to deliver dramatic improvements in identifying, acquiring, retaining, and serving their customers. These solutions are the product of more than $2 billion in direct and partner investment and reflect over 11 years of CRM industry leadership. Oracle's CRM products include Siebel, Oracle E-Business Suite, PeopleSoft and Telephony@Work. With an unmatched range of products, industry expertise, and deployment options, Oracle is the right choice for CRM.

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AnalyticsChannel ManagementConsumer Packaged GoodsCustomer Service/Call Centers
EducationEnterprise CRMFinancial Services/BankingGovernment
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Articles Mentioned
inContact Unveils First 2014 Release of Cloud Contact Center Software
InContact has expanded its cloud portfolio to connect advanced interactions across the customer journey.
IBM Acquires Marketing Automation Player Silverpop
The deal is the latest in a series of acquisitions in the marketing automation space.
D&B Launches Enhanced D&B360 Data Cloud Connector for Oracle Eloqua
D&B's improved D&B360 Connector offers faster, easier access to D&B business insight.
Gartner BI Summit: Data Discovery and the Cloud Reaching a Tipping Point
Intent and adoption of these BI features are high.
The 4 Pillars of Responsible Customer Engagement
Relevance, respect, credibility, and value are key to great experiences.
Cirrus Insight Brings Eloqua Marketing Automation to Gmail
New integration brings information from Eloqua right into the Gmail inbox.
The 2014 CRM Service Leaders
The 2014 CRM Rising Stars
Oracle Buys Big Data Platform BlueKai to Extend Marketing Cloud
BlueKai's data management platform will bring added personalization to Oracle's marketing programs.
Teradata Updates Customer Interaction Manager with Predictive Analytics
In its seventh edition, Customer Interaction Manager puts actionable insight in the hands of marketers.
Oracle Announces Oracle Eloqua for Life Sciences
Oracle Eloqua for Life Sciences is the lastest in Oracle's Marketing Cloud solutions portfolio.
Experian Launches Data Quality Grader App on Salesforce1 AppExchange
Experian's Data Quality Grader provides a free data assessment tool.
CRM in the Age of Customer Engagement
When definitions are in flux, flexibility is key.
Should You Offer Social Customer Support?
Despite its limitations, progressive organizations are leveraging social media as part of an omnichannel customer service strategy.
10 Social Customer Service Tips
New channel interactions don't have to be complicated.
Interactive Intelligence's Customer Interaction Center Certified for Use with SAP CRM
CIC 4.0 achieves interoperability with SAP's CRM 7.0 solution.
Gamification Comes to the Contact Center
Game techniques keep agents happy, engaged, and better equipped to handle interactions.
Oracle to Acquire Responsys
The software giant will incorporate Responsys' offerings into its Marketing Cloud.
More Companies Embrace Inside Sales Strategies
Study reveals the reasons behind increasing deployments of inside sales teams.
Five9 Contact Center Software Available in Oracle Cloud Marketplace
Five9 opens its cloud-based contact center solutions to the Oracle partners network.
New Year, New Strategies
At the change of years, CRM welcomes new social, mobile, and gamification trends.
At Oracle OpenWorld, Big Data Plays a Big Role
Oracle unveils an in-memory database at its annual OpenWorld conference.
Gainsight Unveils Next-Generation Customer Success Management Platform
Gainsight unlocks the power of customer data in the $500 billion subscription economy.
Mobile CRM Is Slow to Take Hold
Integration hurdles slow deployments as systems largely fail to deliver significant value to users.
Context Relevant Launches Version 2 of its Predictive Machine Learning Software
CRM integration provides version 2 users with better visibility into customer purchases and allows them to feed actionable insights back into a CRM platform.
Lattice Engines Announces Predictive Lead Scoring
The tool uses Lattice Data Cloud and CRM data to grade leads for marketers.
Oracle Acquires Content Marketing Provider Compendium
Compendium will integrate with Oracle's marketing automation unit, Eloqua.
Preparing for Today's Data Marathon
Businesses must rethink their approach to data integration.
CRM and Knowledge Management: Balancing Information and Insight
Companies are tying KM systems into CRM solutions to maximize understanding and use of internal resources, but the process can be onerous.
TeamSupport, Experian QAS Join the Oracle Cloud Marketplace
Oracle Cloud customers can now discover the companies' applications.
At Oracle OpenWorld Day Three, It's All About the Customer
In the age of the empowered consumer, customer experience teams need to "step it up."
Simplify360 Announces Integration with Salesforce.com
Update will let companies create leads or cases from social media conversations.
Oracle Debuts New Cloud Services
Company introduces Cloud Marketplace, new Sales Cloud capabilities.
Interactive Intelligence’s Customer Interaction Center Is Validated for Oracle Sales Cloud
Integration designed to help enterprises and contact centers improve customer service and increase employee productivity.
Five9's Cloud Contact Center Is Validated for Oracle Service Cloud
Five9 to bring contact center and CRM together in the cloud, creating a comprehensive customer service agent desktop.
At Oracle OpenWorld Day Two, Speed of Big Data Processing Plays Starring Role
Data has no value unless you mine it quickly and effectively.
Oracle's Ellison Debuts In-Memory Database, Kicks Off OpenWorld
New option means databases can process billions of rows and columns at "ungodly speeds."
Schools Need to Rethink Their CRM Approaches
Many colleges and universities are only using CRM for marketing, ignoring vital service and sales components.
LiveLOOK Adds In-App Capabilities to Customer Service Solutions
New In-App Co-Browse solution lets customer service agents help customers find what they need in mobile applications.
The 2013 CRM Market Leaders
Oracle Adds Support for More Languages to Its Social Listening Product
Social Engagement & Monitoring solution now supports simplified Chinese, Spanish, and Portuguese.
Adobe to Acquire Neolane for $600 Million
Acquisition adds strength to Adobe's Marketing Cloud.
Miller Heiman Upgrades Its Sales Tools to Accomodate Mobile Devices
Software upgrade enables salespeople to access and update opportunity management data through digital and mobile platforms.
Oracle and Salesforce Enter a Strategic Partnership
Both companies agree to integrate Salesforce.com and Oracle clouds.
Marketers Sound Off on Digital Enterprise Issues
Is traditional marketing fundamentally "broken"?
The "Google-ization" of the Enterprise
Mobile, social solutions at scale are redefining business processes.
SAP Eyes B2C Commerce in Hybris Buyout
SAP co-CEO says move "asserts our will in the CRM marketplace."
Salesforce.com to Acquire ExactTarget, Round Out Marketing Cloud
The $2.5 billion deal will power cross-channel marketing attribution.
Oracle Mobilizes Oracle Service Cloud
Introduces Oracle RightNow Mobile Agent Application
Gigya Adds 21 Partners to Apps Ecosystem
Social, marketing partner integrations help personalize Web experiences.
InsideView Launches InsideView for Marketing
Cites growing demand to attribute marketing efforts to revenue performance.
Growing Profits with Marketing Automation
Streamlining your sales and marketing tasks with automated technology can do wonders for your productivity and bottom line.
Teradata Debuts Interactive Customer Engagement Offering
Unites digital marketing with enterprise data warehouse capabilities.
Marketo Files for $75 Million IPO
Marketing automation, analytics remain in high demand.
The Year of Preference Management
Letting customers share ownership of their experience should be a priority.
Oracle Launches Social Relationship Manager
New platform marks one of the first product integrations with Oracle Eloqua.
Oracle Releases RightNow Cloud Service Update
New features are designed to increase community engagement and improve message relevancy with customers and employees.
Privacy Options Matter to Customers
Companies need to offer alternatives or face the consequences.
Eloqua Sets Its Sights on B2C Market
Marketers will receive more e-commerce capabilities and continued support for Salesforce.com products.
Oracle Buys Acme Packet
The deal adds session border control technology to Oracle's communications offering to speed the deployment of all-IP networks.
Altitude Builds an Oracle/Siebel CRM Connector
The solution brings together CRM data with multiple means of customer contact.
Anthony Lye Joins Marketing Agency LBi
The former Oracle CRM executive will drive growth of the agency's cloud applications, platform, and data.
Oracle Wants to Take Customers Out of Systems Integration
The company plans to continue to aggressively go after cloud computing share.
From Woeful to Wow in Online Customer Engagement
A journey-based approach for better sales and service.
Infusionsoft Grows Its Social Business
Its acquisition of social marketing firm GroSocial adds to its SMB sales and marketing automation mix.
Temkin Group Delivers Customer Experience Excellence Awards
Five organizations earn top honors for customer experience transformation efforts and results.
Building an Impenetrable Cloud
Companies concerned about data security have more hybrid (public and private) cloud computing options.
Oracle to Acquire Eloqua for $871 Million
Move foreshadows Oracle's burgeoning Customer Experience Cloud.
Salesforce.com Socializes Sales Performance Management
Weds Work.com with Sales Cloud; debuts native game mechanics.
Oracle Expands in Social and the Cloud
At OpenWorld and CX Summit, Oracle reveals its latest product strategy.
Commerce Investments Are Set to Surge
E-commerce moves beyond Web-store hosting to managing customer data, orders, and inventory across the enterprise.
Is Your Web Site Optimized for Mobile Devices?
Reaching customers via smartphones and tablets requires a cross-channel strategy and investment.
Lattice Engines Raises $20 Million in Venture Funding
The infusion of cash will help the big data applications provider accelerate growth and expand its product portfolio.
Industry Reacts to HP, Autonomy Shake-Up
What the software company's write-down could mean for customers, solutions.
Oracle Knowledge 8.5 Adds Context to Customer Interactions
Company calls release most "comprehensive" since InQuira acquisition.
The Cloud Changes Everything in Oz
Contact centers in Australia will shift to more cloud-based solutions starting in 2015, according to a Frost & Sullivan report.
Social Adds to CRM's Appeal
Nucleus Research's Value Matrix highlights new functionality and integration capabilities.
Aprimo Enhances It Relationship Manager Solution
A new user interface and tighter integrations with other Aprimo products top the list of upgrades.
Interactive Intelligence to Integrate With Oracle Sales and Marketing Cloud Service
Telephony and CRM integration designed to improve customer service and increase employee productivity.
The Value of Video
Customers who can help themselves are cost-effective business boosters.
Social and Mobile Take Center Stage at CX Summit
Oracle pledges continued support for social and mobile apps as part of its CX suite.
Oracle Gets Social with Its Cloud Offerings
Big Red is adding a social media component to all of its Fusion apps.
Oracle Unveils Expanded Oracle Cloud Services Portfolio
New offerings include two applications for social media management.
[x+1] Origin Digital Marketing Hub Now Available With Oracle RightNow CX Cloud Service
[x+1] attains Gold Partner Status for integration capability.
Oracle Continues to Build Out Its Cloud
At its annual Open World event, the computer giant unveiled four new cloud and storage offerings.
Oracle Recognizes the Need for Change
Mark Hurd is no stranger to big success. In his five years as president and CEO of HP, he was credited with righting the company's financially struggling ship. Now, starting his third year as president of Oracle, he is steering yet another big ship on a completely new course.
Hurd Makes His Mark
An exclusive interview with Oracle President Mark Hurd.
Oracle's Latest Branding Initiative
Central to its CRM strategy is the company's Customer Experience (CX) Suite.
Building Mobile Sevice Loyalty
Self-service leads to one-on-one marketing.
Salesforce.com Delivers Social, Mobile Advancements at Dreamforce
CEO Mark Benioff touts transformative power of social media in business.
Oracle Commerce Undergoes Product Upgrade
Blends new features in the ATG, Endeca Cross-Channel Commerce Experience.
Unified Unveils SocialConnect Solution
The product is aimed at connecting social marketing campaign activity with CRM systems.
The Future of CRM According to Vendors
Execs share thoughts on customer trust, brand experience, and social CRM.
The 2012 CRM Market Leaders
Oracle Debuts CRM On Demand Release 20
Software update includes industry-specific capabilities for life sciences, financial services, and more.
Redefining Engagement in the Social Age
Emphasize peer gravity to grow your customer base.
QuestBack Rolls Out Listen & Act Engagement Tool
New social media tool integrates with CRM systems, includes survey capabilities.
Oracle Picks up Involver
Latest acquisition strengthens the software giant's social media toolset
Salesforce.com Rumored to Be Acquiring GoInstant
Alleged buyout would continue vendor "war" for customer experience
Why Recurring Relationships Trump Recurring Transactions
Execute a successful subscription-based revenue model.
Solve the Master Data Management Equation
Offering personalized and rewarding service requires up-to-date and accurate data shared across the enterprise.
Listening to the Voice of the Constituent
A snapshot of the ways government agencies are using CRM strategies and technology today.
Oracle Outlines Customer Experience Strategy
Deeper cloud offerings expected to follow recent acquisitions spree
OpenQ Launches Social Enterprise Compliance Suite
Solution lets healthcare, life sciences companies flag, classify, and act on identified risks
Info-Tech Urges Businesses to Adopt a Customer Service Management Platform
Info-Tech Research Group's Customer Service Management (CSM) Platform Vendor Landscape report lists Desk.com, Oracle Siebel, and Salesforce Service Cloud as market champions.
Peoplefluent Enhances User Experience with VMS Version 6.0
Upgrade includes candidate comparison feature, drag-and-drop widgets, and interactive icons
HootSuite and HubSpot Join Forces
Partnership will tie social media activity to lead generation and campaign efforts
Oracle Acquires Collective Intellect
Software giant builds out deeper cloud social offerings
Business intelligence and Analytics Are Getting Hotter
More companies are wising up to these applications' benefits.
4 Keys to Customer Service Excellence
Assess—and act on—your strategic intent for optimum results.
Oracle Acquires Cloud Marketing Platform Vitrue
The software maker that once dismissed cloud computing picks up another cloud vendor.
SAP to Buy Ariba for $4.3 Billion
Acquisition bulks up cloud offerings and combats competitors
Oracle Pairs RightNow CX Cloud with Fusion CRM
The pairing allows companies to bring customer experience and sales force automation together in the cloud.
Interactive Intelligence Introduces Mobile Customer Service Solution
Interaction Mobilizer enables companies to build and deploy customer service applications on mobile devices, bridging the gap between mobile self-service and live assistance.
Making Sense of the Hosted Contact Center Infrastructure Market
A 2012 buyers' guide.
Oracle Announces Siebel Loyalty Management 8.2.2
The solution maximizes customer retention, brand engagement, and lifetime value with personalized loyalty programs.
Knoa Software Launches EPM 7.0 for Oracle Siebel CRM
Experience and Performance Manager provides companies with detailed user reports.
FirstRain Adds Relevancy to Business Tweets
FirstTweets solution extracts valuable intelligence from Twitter
Message Systems Launches "Momentum for CRM" Software
New product offering gives Oracle's Siebel CRM users enhanced messaging capabilities
SAP Goes After Predictive Analytics Software Market
New software offers advanced analytics, integration capabilities
How to Design an Effective Customer Survey
Survey results should be relevant to both you and your customer.
Reachable Builds Out Its Contact Management Product
The solution uncovers connections and relationships from contacts to increase selling opportunities.
Yesware Expands Sales Productivity Solution
New features include Google Maps integration, deeper email tracking.
Selectica Releases Guided Selling Solution
The cloud-based offering is designed to improve sales effectiveness.
The 2012 Service Elite
The 2012 Service Leaders
Are the CRM Wars Really Over?
High usage doesn't equal high satisfaction.
Rewards Breakage—Boon or Bane?
Get the most out of your loyalty program.
Congress Moves to Cut Off Off-Shoring
Proposed legislation would prevent United States firms that off-shore contact center jobs from receiving government funds.
Deliver on Your Customer Service Brand Promises
Six ways to make promises you can keep.
Infor Launches New Marketing Suite
Multichannel campaign management tools, analytics let marketers deliver comprehensive messages.
Making Channel Sales as Effective as Direct Sales
The right incentive programs and management can make a world of difference.
Are CRM's Worst Years Behind It?
Cloud technologies and social networking will drive future demand
When Disruption Is Good
Subscription services lead the business revival
Satmetrix Adds Advanced Customer Experience Management Features
New capabilities include Automated Comment Tagging and Categorization as well as Social Media Special Offer Sharing.
Past Is Prologue for CRM
We look at the major events of this year in the CRM industry for hints of what's to come in 2012.
SMB Hosted CRM Market Set to Triple by 2015
Rapid growth in the SaaS CRM market is paving the way for "Social CRM" adoption, says AMI.
Oracle to Acquire RightNow Technologies
The $1.5 billion deal is part of an "aggressive" move to offer more cloud solutions, Oracle says.
Altitude Software Releases Microsoft Dynamics CRM 2011 Connector
The latest release unleashes productivity in sales teams with contact automation and improves the customer experience with unified contact history.
Salesforce.com to Acquire Model Metrics
With Model Metrics, Salesforce.com adds mobile and social expertise to accelerate the shift to the social enterprise.
Leveraging the Power of Web 2.0 to Engage the Social Customer
What business owners need to know about social CRM
Use a Voice of the Customer Program to Prevent Service Meltdowns
Learn from Netflix's mistakes
Oracle to Acquire RightNow Technologies
The $1.5 billion deal is part of an "aggressive" move to offer more cloud solutions, Oracle says.
Oracle Reveals Plans to Acquire Endeca Technologies
The deal extends Oracle's reach into unstructured data management.
A Tale of Two Oracles
Server and apps giant goes hard core on hardware, soft on software
All I Know Is That I Don’t Know Nothing
Blending knowledge management with customer service is critical
Harnessing Customer Experience Management Solutions
New software helps to handle multiple consumer touch points
New Paradigms Bring Value to Knowledge Management
The focus shifts from managing knowledge to empowering people to respond, as seen in online communities
U.S. SMB SaaS CRM Market Set to Triple by 2015
Rapid-growth in the SaaS CRM market is paving the way for "social CRM" adoption, says AMI.
Yesware Launches New Generation of Sales Productivity Services
New cloud-based solution improves customer communication, CRM compliance, and sales efficiency.
Varolii Unveils New Reporting and Analytics Technology
Varolii Interact Portal enables real-time analytics and application control.
Turbocharging CRM with Good Data
But only one-third of companies are using high-octane information
Attensity Selects ISYS Document Filters
The filters are expected to strengthen customer experience management solutions with high-performance extraction of unstructured content.
CRM Recovers with Low-Cost Options
Being agile in today's competitive market enables organizations to better respond to customers' changing needs.
Global CRM Market to Grow by $1.3 Billion in 2011
Oracle generates biggest share of $16.5 billion in annual revenue
The 2011 CRM Market Leaders
Oracle to Buy InQuira
The deal creates a comprehensive CRM solution with advanced knowledge management capabilities and integrated self-service.
Sword Ciboodle Names New CEO for the Americas
Industry veteran Richard DeFrancisco brings a track record of driving and managing rapid growth for innovative technologies.
Who Should Be the Master of Your Customer Data?
The virtual entity model delivers immediate benefits
Oracle Announces CRM On Demand 19
New release focuses on productivity through advanced mobile and cloud capabilities.
The Shifting e-Commerce Marketplace
Companies seeking suppliers have plenty from which to choose, but the market is turbulent
Census Bureau Takes to the Cloud
Acumen's customized CRM application manages partner organizations and provides extensive reports
FinancialForce.com Unveils Integrated Cloud Solution
Selling, tracking, and billing automated by FinancialForce for Media.
IDC Forecasts Global CRM Market to Grow by More Than $1.3 Billion in 2011
Prediction highlights IDC's Worldwide Semiannual Customer Relationship Management Applications Tracker.
Attributes of IT-Friendly Software for Multichannel Customer Service
Look for these traits to keep both your business and IT organizations happy
Consona Releases Upgraded Knowledge Management Solution
The latest version delivers new features to meet the needs of the world's leading high-tech product and complex service and support environments.
Egyptian Unrest Puts Call Centers To the Test
Companies scramble to relocate outsourced operations in the wake of violent political protests
The 2011 Service Leaders
Clickatell Launches New Personalized Priority Messaging Text
New solution guides small companies through the set-up of customer outreach programs that use text messaging.
Vivisimo Releases New Customer Experience Optimization Solution
Industry research underscores the immediate need for a consolidated, real-time view of information across all data sources.
What’s Next for Third-Party Support?
Oracle lawsuits against SAP and Rimini Street signal a fork down the road
Reigniting the Engine with Service Software
Fairbanks Morse Engine implements a CRM system that unites its customer records and tracks its engine service requests
311: The Agency That Never Sleeps
How NYC's non-emergency contact center managed to flourish in the downturned economy, become social media-savvy, and meet the needs of citizens
Taxpayers Demand CRM
The U.S. government struggles as the entity most resistant to change
The Ends Are the Means
A maturity model for the Sales 2.0 era.
Sifting Through the Rubble
Oracle's massive annual gathering garners a lot of press—both good and bad
Gartner Releases Its Magic Quadrant for Master Data Management
The 2010 MQ report reveals that MDM is quickly approaching mainstream.
Gartner Releases Its Magic Quadrant for BPM Suites
Gartner's MQ report reveals that more and more organizations are adopting BPM as a discipline.
Manticore Follows Leads to Fill the Funnel
Manticore Technology offers exciting new product enhancements and hints at future CRM integrations.
Forrester BI Wave Crammed With Leaders
The Forrester Wave: Enterprise Business Intelligence Platforms '10: Eight vendors qualify as Leaders in this year's report as industry-wide BI functionality and information management functionality improves.
Gartner Magic Quadrant for Enterprise Marketing Management Remains Leader-less
MQ for EMM '10: Infor gets booted from an MQ for EMM that looks similar to the past two reports.
Forrester Wave Report Reveals Key Trends in Customer Service
The Forrester Wave: CRM Suites Customer Service Solutions report evaluates 19 of the leading CRM suite solutions
Upstarts Start to Move in Gartner Magic Quadrant for Web Content Management
Magic Quadrant for Web Content Management '10: With the mobile Web rising in importance, veterans Oracle, Open Text, and Autonomy share space with upstarts SDL, Sitecore, and FatWire.
A Single Leader Appears in Forrester Wave for Open Source Business Intelligence
Forrester Wave for Open Source Business Intelligence '10: Forrester Research singles out Actuate BIRT among seven vendors rated on offerings, strategy, and market presence.
How Social Are Social CRM Vendors?
Evoke CRM study ranks the most social CRM companies on the Web.
SAP to Pay Oracle $1.3 Billion in Damages
A three-year-old copyright dispute concludes as a jury orders SAP to pay Oracle $1.3 Billion
Oracle Acquires ATG for $1 Billion
In a move designed to strengthen its e-commerce capabilities, Big Red spends big bucks.
Infor Makes the Latest Move in the CRM Shuffle
Six weeks after resigning from Oracle under a cloud of controversy, Charles Phillips is handed the reins at Infor.
Monogamy in the Marketing Marketplace
destinationCRM.com Exclusive: A partnership ends when a reseller of Eloqua marketing software refuses what it calls a vendor ultimatum.
A CRM Showdown in Times Square
Executives from four of the industry's top vendors share the same stage—but not the same views.
A Healthy Dose of User Adoption
UnitedHealthcare overhauls its CRM program to embrace an on-demand solution that users will actually use.
IBM Acquires Netezza for $1.7 Billion
One IBM executive boasts that Big Blue's 23rd analytics acquisition will help the company "take analytics mainstream."
Salesforce.com Rolls Out Chatter 2
Oracle OpenWorld '10 — Day 3: Salesforce.com Chairman and CEO Marc Benioff unveils new features of his company's enterprise social network product.
Oracle CRM On Demand Turns 18
Oracle OpenWorld '10 — Day 2: The latest version of the company's software-as-a-service application adds modules for "best-in-class" marketing and business planning as well as a preview of CRM technologies to come.
5 Years Later, Oracle's Fusion Apps Finally Near Release
Oracle OpenWorld '10 — Day 1: Kicking off its mammoth conference, Oracle makes a few hardware announcements, tackles the cloud, and sheds more light on 2011's Fusion Platform.
Salesforce.com's Chatter Combines Social and Mobile
The software-as-a-service pioneer promises general availability on mobile devices by the end of this year.
Salesforce.com Outshines Competitors on Gartner Magic Quadrant for Sales Force Automation
Magic Quadrant for Sales Force Automation '10: The top sector of the annual market assessment also includes Microsoft and two Oracle offerings.
Multiple Changes in the Gartner Magic Quadrant for CRM Multichannel Campaign Management
Magic Quadrant for CRM Multichannel Campaign Management '10: Microsoft and Portrait Software are in, Infor CRM Epiphany and Market2Lead are out.
Big(ger) Blue: IBM Acquires Unica for $480 Million
In a monumental, though predictable move, IBM purchases marketing automation technology.
DataFlux Takes the Lead in the Gartner Magic Quadrant for Data Quality Tools
Magic Quadrant for Data Quality Tools '10: IBM, Informatica, Trillium and SAP BusinessObjects follow the leader in the research firm's annual evaluation of the market.
IBM Captures Datacap for Content Management
In what one industry analyst calls a "good move and a very good choice," IBM expands its content management and business workflow capabilities by purchasing data-capture vendor Datacap.
3 (Easy) Keys to a Successful CRM Application
Why intelligence and productivity should drive development.
The View from the CRM C-Suite
CRM Evolution '10 — Day 2: Four of the industry's top CRM executives square off for the first time ever to share perspectives on the ever-changing world of CRM.
CRM Magazine Announces Winners of 2010 CRM Market Awards
CRM Evolution '10: As CRM magazine's annual conference gets under way, the ninth annual awards honor companies, customers, and industry visionaries for successes in the CRM marketplace over the previous 12 months.
Managing to Succeed
Sales reps seem to get most of CRM's attention—but what about their bosses?
Navigating the Vendor Landscape
A leading analyst firm assesses the CRM marketplace.
SAP's Surprising Spring
In the wake of corporate upheaval, the German giant welcomes thousands of customers to its annual gathering.
CRM on Twitter: August 2010
Influential Leaders: The Go-To Guy
Bill McDermott, co-CEO, SAP
Rising Stars: The Content Contender
The veteran in this year's class, Open Text knows that customers consume content
Rising Stars: The People(Soft) People
With one of CRM's elder statesmen at the helm, Workday's performance management may become the next wave of CRM technology
Cloudy Horizons for Business Applications
The perfect storm for productivity improvements and cost savings.
Oracle Brings Out Business Intelligence 11g
"Oracle BI is definitely back," comments one industry analyst.
Oracle, CDC Enter the Marketing Automation Market
"Oracle failed to buy Market2Lead," says MarketBright CEO.
Jive and Lithium Top Gartner's First-Ever Magic Quadrant for Social CRM
Magic Quadrant for Social CRM '10: The analysis firm whittles down a list of 140 vendors claiming to offer social CRM to a final set of 20.
The Siebel Effect—And Its Survivors
Failed CRM projects of the past may lead to a promising future.
CRM On Twitter: July 2010
Connecting the Disconnected
Professional services firm Ceridian brings its independent salesforces under one CRM roof.
7 Surf Atop the Forrester Wave of CRM Suites for Large Organizations
The Forrester Wave: CRM Suites for Large Organizations '10: Forrester Research names the seven top-performing vendors at the enterprise level.
7 Named Leaders in Forrester Wave of CRM Suites for Midsize Organizations
The Forrester Wave: CRM Suites for Midsized Organizations '10: In his annual evaluation, analyst Bill Band identifies the top-performing options for midmarket CRM.
Consona Collects Compiere to Compete in the Cloud
By acquiring a pioneer in open-source enterprise resource planning software, Consona hopes to strengthen its position in cloud computing.
Salespeople Need Performance Management, Too
With Cloud9 Analytics Performance Management, the vendor promises contextual analysis for line-of-sales people, and future integrations with Oracle, NetSuite, SAP, and Microsoft.
Did Web Analytics Just Become One of IBM's Core Values?
Big Blue acquires Web analytics firm Coremetrics for an undisclosed sum, hoping to leverage software-as-a-service and social networks.
No One-Stop Shop for Social
Info-Tech Research Group evaluates the incumbent players and outlines opportunities surrounding the convergence of CRM and social media.
Ribbit Gets Hopped Up on Speech
United with CRM offerings, the telephony-as-a-service company helps spread speech technology throughout the enterprise.
Is Your Community of Customers Sustainable?
Eventually, you have to start buying your competitors' clients.
SAP Insists "Mobile Is the New Desktop"
SapphireNow '10: SAP executives explain the recent Sybase acquisition and set a date for the general availability of on-demand software Business ByDesign 2.5.
New Challengers Added to Gartner Magic Quadrant for Business Intelligence
Magic Quadrant for Business Intelligence '10: Smaller vendors gain traction, but 75 percent of the market remains controlled by the top five vendors, with Oracle on top yet again.
InQuira Sales Enablement Tool Helps Salespeople Sell Faster and Smarter
A leading provider of enterprise knowledge solutions expands its capabilities to sales enablement.
SAP Acquires Sybase in $5.8 Billion Deal
The German software giant says it will now be able to offer enterprise software and next-generation business intelligence on mobile devices.
The Sant Corp. and Kadient Join Forces for Sales Enablement Excellence
A merger will bring together the two private companies -- and will provide a better workbench for bringing together sales and marketing.
IBM Extends its Integration Portfolio by Acquiring Cast Iron Solutions
Based on its belief that the cloud computing market will continue to grow, IBM acquires a SaaS leader.
Microsoft Targets Innovation for "Dynamic" Businesses
Microsoft Convergence '10: At this year's business solutions event, the Microsoft team announces extensions to CRM Dynamics Online and previews the next generation of Microsoft CRM.
It's Not Your Relationship to Manage
Just as you finally come to grips with CRM, the customers themselves have turned the tables—and now they're managing you.
Scheduling Solutions Are Vital
Meet urgent cost-cutting requirements—and still serve corporate customers.
Pegasystems and RightNow Added to Leaders in Gartner Magic Quadrant for CRM Customer Service Contact Centers
Magic Quadrant for CRM Customer Service Contact Centers '10: New players join Oracle Siebel, Microsoft, and Salesforce.com as the market seeks to empower agents and deliver next-generation service.
Kodak Added to the Picture in Gartner Magic Quadrant for Marketing Resource Management
Magic Quadrant for Marketing Resource Management '10: Increased interest in MRM introduces three new companies to this year's report — but Oracle is shown the exit.
Salesforce.com Makes Jigsaw a $142 Million Piece of the Puzzle
In a definitive agreement, the software-as-a-service pioneer will absorb the provider of crowdsourced business data.
The Social Customer Wants Authenticity — Unless You're Fake Steve Jobs, Of Course
SugarCon '10: Keynote speakers impart their wisdom to attendees, with the key message to become "a company like me" for every customer.
Oracle Releases a Social Services Suite
The mega-vendor makes a handful of CRM announcements and heads into two new verticals.
InQuira Puts Its Knowledge Solutions in the Cloud
With InQuira OnDemand, the vendor debuts online versions of its Web Self-Service and Contact Center Solutions.
The Gartner Magic Quadrant for Contact Center Infrastructure Gets Rebuilt
Magic Quadrant for Contact Center Infrastructure '10: As the market weathers a second year of overall decline, Avaya now holds approximately half the global market share by revenue.
RightNow Challenges Cloud Competitors
CEO Greg Gianforte introduces the vendor's new Cloud Service Agreement and calls out CRM competitors for not delivering on the true promises of software-as-a-service.
CRM's Hearty Appetite
Mergers and acquisitions ramp up at the start of the new year as vendors expand roadmaps and look for ways to fulfill promises.
M&A & CRM
A timeline of the tumult: The industry's shaken, but that may be a sign that the something's stirring. Here's a chance to look at the big picture—and to remember that not all deals pan out as intended.
DataFlux Unifies Its Tools
With DataFlux Data Management Platform, the SAS subsidiary unites its data quality, data integration, and MDM product sets into one overarching platform.
Open-Source Business Intelligence: 5 Times Bigger by 2012
Two research reports outline the drivers of growth for open-source business intelligence -- and what customers can expect as the market matures.
Informatica Snags Siperian for $130 Million
"This acquisition rounds out our MDM strategy beautifully," says Informatica's CMO.
Google Wave Makes a Splash in CRM
Google Wave isn't the first to wade into real-time collaboration, but the tsunami of buzz may drown the competition.
Re:Tooling — Sales Enablement Tools: Make the Selling Simpler
Organizations want sales reps to have access to the right information at the most critical moments
Informatica and IBM Lead Gartner's Magic Quadrant for Data Integration Tools
Big Red squeezes onto the Leaders Quadrant and an open-source player joins the evaluation for the first time.
Forrester Waves In Cross-Channel Campaign Management
In response to the demand for cross-channel marketing functionalities, the research firm publishes its first report covering this trend.
5 in the Lead in Gartner Magic Quadrant for Enterprise Content Management
With single-digit growth and the addition of several new niche players, ECM continues to thrive.
Learn to Innovate by Unlearning
True innovators jettison some "best" practices in favor of first practices.
Deciding to Compete
Economist Intelligence survey indicates that agile decision making is vital to operational efficiency and success -- yet most firms' ability to make good decisions needs improvement.
IBM Leads Forrester Wave on Enterprise Content Management
Forrester Wave on ECM '09: Steady growth and a spate of consolidation mark the latest report by Forrester Research.
Market Focus: Energy/Utilities: A Lightbulb Moment for Customer Interaction
Can a proactive consumer strategy help North America find the impetus it needs to reinvest in customer-facing technology?
Re:Tooling -- Sales Compensation Management: Always Be Selling
Streamline and automate how sales professionals are compensated so they can focus on what they do best: selling.
Gen. Colin Powell Is Part of the Force
Dreamforce: In a moving speech to a global audience, Colin Powell reinvigorates the need for the purpose-driven individual.
Salesforce.com Brings Social to the Enterprise
Dreamforce '09: The software-as-a-service pioneer unveils what it calls its fourth cloud -- the Collaboration Cloud -- as well as a product called Chatter.
Salesforce.com: One Leader. One Decade. $1 Billion.
Salesforce.com has proven the importance of making sure its customers are successful.
The Man Who Moved a Paradigm
An evaluation of the changes wrought by Salesforce.com's Marc Benioff.
A Salesforce.com by Any Other Name
What do you do when your brand no longer reflects your offerings?
Market Focus: Pharmaceuticals -- CRM Undergoes an Experimental New Treatment
An older CRM vertical gets a new dose of on-demand technology.
After the Revolution
Salesforce.com was careening toward bankruptcy. Even Marc Benioff secretly feared his company's days were numbered. But then revenues picked up — and the revolution began in earnest. He's shown he can topple an industry — but can he lead one?
Helpstream Adds Marketing Automation to Suite
Pundits say adding the capability, along with social monitoring, is a wise move in a rapidly changing market.
RightNow and eGain Hold the Lead in Gartner Magic Quadrant for E-Service Suites
Gartner Magic Quadrant for E-Service Suites '09: The increasingly saturated market seeks to solve a common problem: disintegrated customer experience.
StayinFront Prescribes an On-Demand Offering
With StayinFront EdgeRx, The vendor diagnoses a new hosted CRM version for its life sciences customers.
Ribbit Hops onto Oracle On Demand
The move into Oracle's ecosystem opens up more opportunities for growth, according to company executives.
Oracle Finally Puts the Spotlight on Fusion Apps
Oracle OpenWorld '09, Day 4: The final conference keynote featuring CEO and Founder Larry Ellison pumps up the crowd with a few surprise guests and a sneak peak at Fusion Apps.
Oracle Reinvigorates Mobile and Social CRM Offerings
Oracle OpenWorld '09, Day 3: One executive calls Oracle CRM On Demand not only Big Red's fastest-growing software-as-a-service application, but its fastest-growing application — period.
3 Game-Changing CRM Strategies at Oracle OpenWorld
Oracle OpenWorld '09, Day 2: Executives detail Oracle's broad strategy as a systems provider, and its head of CRM delves into transforming technology at the application layer.
Driving Bigger Sales Down Under
The TAS Group steers FleetPartners toward its sweet spot with an influx of higher-quality deals.
Re:Tooling -- Marketing Campaign Optimization: Optimization for the Masses
When budgets get tight, marketers need to squeeze everything they can out of what's left.
6 Steps to Influencing Customers and Building Trust
Gartner CRM Summit '09, Day 3: Connecting with customers relies on the power of influence.
Salesforce.com's Second Stab at Service
The company releases Service Cloud 2 with innovation around Knowledge, Answers, and Twitter.
Collaboration Software Vendors Come Together on Forrester Wave
Microsoft and IBM do the most sharing, with Novell playing close behind.
The 2009 Influential Leaders - The Fast Follower
ANTHONY LYE
SENIOR VICE PRESIDENT FOR CRM, ORACLE
The 2009 Influential Leaders - The Cloud Commando
MARC BENIOFF
COFOUNDER, CHAIRMAN, AND CHIEF EXECUTIVE OFFICER, SALESFORCE.COM
The 2009 Rising Stars - Jigsaw
Purifying the Data
The 2009 Rising Stars - InsideView
Aggregating the Data
The 2009 Elite - ShipServ Sets Sale
Despite the economic storm, a maritime-industry e-marketplace stays afloat with Marketo lead management [Marketing Automation]
The 2009 Market Leaders - Business Intelligence
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Marketing Solutions
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Sales Force Automation
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Midmarket Suite CRM
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Enterprise Suite CRM
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 CRM Market Awards: The 2009 Influential Leaders
In the age-old battle between dreamers and visionaries, visionaries win out every time. The eight individuals honored this year may not be the biggest names in CRM — well, not all of them, anyway — but there's no doubt each one sports a powerful vision.
Microsoft’s Million-Member March
Milestones and roadmap promises at the vendor's Worldwide Partner Conference '09.
Re:Tooling -- Mobile Service Applications: Beyond the Contact Center Walls
Lucrative return on investment is driving companies — and vendors — to look more closely at mobile service applications.
CRM Magazine Announces Winners of 2009 CRM Market Awards
Companies, customers, and industry visionaries honored for successes in the CRM marketplace over the previous 12 months.
Oracle's Other Half Lands in the Gartner Magic Quadrant for Sales Force Automation
Magic Quadrant for SFA '09: The research firm evaluates two fewer vendors this year, and promotes Oracle CRM On Demand to join corporate cousin Siebel CRM in the top quadrant for the first time.
Forrester Gives a Welcoming Wave to Complex Event Processing
Citing heavy demand, the research firm unveiled its first-ever evaluation of nine vendors in the rapidly maturing space.
Knoa Provides a Comprehensive View of Business Application Use
The company's Global End-User Monitor product promises to provide monitoring of all applications for end-users.
Still No Leaders or Challengers in Gartner's EMM Magic Quadrant
Magic Quadrant for EMM '09: Enterprise marketing management vendors continue to face slow adoption rates in an economic downturn.
Intelligence in the Cloud
Business intelligence software defined a certain stage of maturity with CRM data by making that data actionable. Now on-demand BI promises to do the same for on-demand CRM — by making it affordable.
After Swallowing SupportSoft, Consona Conveys Renewed Roadmap
CRM player plans to integrate proactive service offerings and to focus on point solutions.
Worldwide BI Revenue Reached $8.8 Billion in 2008
Growth in business intelligence software continues despite economic pressures.
CRM Market Grows for Fifth Straight Year
Software-as-a-service, analytics, and customer retention technologies help lead the way, according to a new Gartner report — and SAP retains the market-share crown.
Microsoft Makes a Million (or Two)
Microsoft Worldwide Partner Conference '09: The tech giant hits two major milestones: a million members of its partner network and a million customers for Dynamics CRM.
A New Leader Emerges in Gartner Magic Quadrant for MDM for Customer Data
Gartner Magic Quadrant for MDM for Customer Data '09: As vendors continue to invest in master data management initiatives, Initiate Systems joins IBM and Oracle in this year's top segment.
nGenera CIM Goes Tactical
Bolstering search, integration, and queuing, the company looks to emphasize hard ROI and customer satisfaction in its latest release.
Big Red Roundup
Oracle releases financial results, announces the departure of an influential leader, and creates news around its Fusion Middleware Apps.
Web Self-Service Will Make You Great
Five surefire ways to increase adoption among customers and contact center agents.
Matching Pie Slices to Plates
As more vendors enter the on-demand CRM arena, profit may be harder to come by. Is consolidation the answer?
Re:Tooling -- Partner Relationship Management: Rousing from a Slumber
The PRM market—often seen as a quiet backwater—may be entering a revival, particularly among B2Bs.
Business as Usual within Gartner Magic Quadrant for Data Quality Tools
Magic Quadrant for Data Quality Tools '09: Five leading vendors hold their ground, despite a slight slip by SAP.
LucidEra Shuts Down Operations
Sources say the software-as-a-service business intelligence vendor caved under tough economic conditions.
Interactive Intelligence Ups Its IQ with Process Automation
The vendor's latest offering looks to deliver a clear vision for unified communications — a vision that centers on productivity enhancements.
Marketo Brings Social Into Sales Insight
Incorporating data from Jigsaw, Demandbase, and LinkedIn, Marketo aims to empower sales with its native Force.com application.
Tying Together Social Service and CRM
Helpstream adds deeper integration and a bolstered best practices community with its latest release.
Strategy and Social Media: Everything’s Social (Now)
You may not know what you're doing — but your customers do. If the time to act is now — does that mean it's too late to plan?
Sage Sketches Out Future Strategies: Branding, Social CRM, Integration, and Mobility
Sage Insights '09: Executives outline the future for Act! by Sage, SalesLogix, and Sage CRM products, and discuss the company's "transformational year."
InsideView's Vision Of Social Sales
The vendor's new SalesView Buzz tab aggregates social networking information and integrates the data directly into CRM systems, providing richer context around sales leads. The problem? A significant amount of data on the social Web is simply wrong.
Attensity Group to Tackle Unstructured Data
The three-company roll-up aims to enhance customer service by using voice-of-the-customer feedback.
TreeHouse Interactive Digs Up the Roots of ROI
New features in the company's Marketing View product focus on demand generation and connecting campaigns to leads.
On-Demand Is In Demand within Gartner Magic Quadrant for Multichannel Campaign Management
Magic Quadrant for MCM '09: A tough economy calls for tough, but cheaper, solutions.
Oracle Gets Down to E-Business With 12.1 Release
The latest edition of E-Business Suite offers a medley of enhanced capabilities, from compensation incentives to supply chain management. Also, Oracle waives first-year Extended Support costs for some customers.
Low Costs Drive the Gartner Magic Quadrant for CRM Customer Service Contact Centers
Magic Quadrant for CRM Customer Service Contact Centers '09: Microsoft and Salesforce.com join Oracle as Leaders in the analyst firm's annual assessment.
Twitter on CRM
CRM vendors are beginning to find ways to put the microblogging marvel to work -- for themselves and for their users.
In More Ways Than One
Companies recklessly adding new channels for service outreach risk damaging the customer experience.
Jigsaw Cleans Your Cloud
The online business directory's new Data Fusion product targets issues of data quality.
Zuora Scores 100
The billing-as-a-service provider expands its platform to include 100 features, including a new taxation module.
Can Cloud Computing Get "Army Strong"?
RightNow Technologies unveils high-security software-as-a-service capabilities compliant with the Department of Defense's standards.
Oracle Takes a Shine to Sun Microsystems
In a transaction valued at $7.4 billion, Big Red scoops up the software-and-services provider after Sun's failed negotiations with IBM.
ISM's Top 15 Arrives -- and Exceeds 15
ISM Top 15 '09: The consultancy reveals its annual list of the best companies and products in CRM.
Social Support for Software
Vendors unleash a new round of community forums for their customers.
Market Focus -- Telecommunications: Bundled Offerings, Better Retention?
As service providers expand their combined multimedia packages, customer service requires attention.
The 2009 CRM Service Awards: Rising Stars -- Helpstream: Ministering to the Masses
Helpstream brings the community into customer service.
Re:Tooling -- Knowledge Management: Knowledge (Management) Is Power
The need for knowledge now permeates the enterprise.
Beyond Search
Multimodal knowledge access will improve customer experience and contact center agent effectiveness.
9 Vendors Lead Gartner Magic Quadrant for BPM Suites
Magic Quadrant for BPM Suites '09: Established players continue to thrive as the space continues to evolve.
Microsoft Focuses on Existing Customers
Microsoft Convergence '09: A focus on people, process, and an integrated ecosystem is what's needed for businesses expecting to survive this turbulent economy.
We the People
After years of lagging behind, government agencies are now expected to provide the same level of service as their private-sector counterparts. Can they catch up?
CRM and the iPhone
Mobile CRM has been around for years, but Apple's handheld device has upended everything. Now vendors are rewriting applications, companies are rethinking the BlackBerry's seeming stranglehold, and users are wondering what's next. The answer may be nothing less than a CRM revolution, and a chance for Apple to enter the enterprise.
Aprimo and Unica Top Gartner Magic Quadrant for Marketing Resource Management
Magic Quadrant '09: This year's roundup shows continued investments -- and more than a few shakeups.
Oracle Bolsters Business Intelligence Roadmap
Oracle BI Forum: Blending BI and performance management can lead to operational and management excellence.
Megavendors Look Smart in Gartner Magic Quadrant for Business Intelligence
Magic Quadrant '09: This year's edition shows the biggest players dominating the BI Platform market.
SugarCRM Gets Touched by an Angel(.com)
SugarCon '09: Angel.com, an interactive voice response specialist, teams with the open-source CRM pioneer to phone-enable SugarCRM accounts.
Spend Your Way Out!
Counterintuitive as the notion seems, sometimes the only way out of a financial crunch involves spending more to make more. But how do you make your spending more strategic?
Cutting Costs, Not Cutting Corners
D-Tools tries riding out the recession with low-cost, high-quality CRM.
Oracle CRM On Demand Takes Aim at Salesforce.com
A slew of enhancements mark the 16th update to Oracle's software-as-a-service CRM option, and comparisons to Salesforce.com abound.
12 Technology Predictions for 2009
Analysts weigh in on content management trends for the New Year.
30,000-Foot Views of the Cloud
A few insights on the subject from various thought leaders.
Market Focus: Insurance—Technology Helps Insurance Weather the Storm
The industry knows how to write policies, but can it create efficient policies for its own business processes?
Feedback: January 2009
Readers talk about home agents, new consultants, and business architects.
The Google-ization of CRM
In the rush toward cloud computing, the company that began as a mere search engine is rapidly becoming the go-to source for low- and no-cost office productivity software. Handling customer information, though, requires special attention.
Shake Your Moneymakers
Here are three areas in which technology can help your organization sell better.
Discover the Agile Business Within
How data discovery improves agility.
Scoping Out SFA for Consumer Goods
Gartner's most recent MarketScope looks at how businesses in the consumer world are using sales force automation.
Few Changes in Gartner Magic Quadrant on Contact Center Infrastructure
Alcatel-Lucent joins some familiar faces in the Leader space: Aspect Software, Avaya, Cisco Systems, Genesys Telecommunications Laboratories, Interactive Intelligence, and Nortel Networks.
SugarCRM Shows a Web 2.0 Sweet Tooth
New in-the-cloud services and social feeds in Sugar 5.2 puts it on par with traditional CRM leaders, says one analyst.
Market Focus: Energy/Utilities -- Empowered Consumers Are Ready to Flip the Switch
Utilities have to contend with customers seeking more control of their power consumption.
Transparency
Web 2.0, social media, customer feedback, conversations. Transparency is the new currency in CRM—but are you really ready to let your customer behind the curtain?
No Leaders Yet in Gartner's Social Software Magic Quadrant
Magic Quadrant for Social Software '08: New report shows an immature and clustered marketplace for collaborative and social tools.
Oracle Shines Up Siebel and Social Computing
Big Red's acquired powerhouse gets a major update, and adds sales gadgets to its social initiative.
Former Oracle Executive to Join SAP
A year out of the spotlight, John Wookey is back on the scene, except now he's playing on a different side.
Captive Audiences
When you only get one side of a story, are you really getting what you need?
Market Focus: High-Tech -- The Complexity Chasm
As high-tech companies seek new directions, is the customer experience falling through the gap?
Feedback: November 2008
Readers sound off on the real reasons behind poor service.
Invicta’s Thrill of Victory
A dealer of wireless products and service conquers the agony of weak processes with LongJump.
Companies Catch the Customer Experience Wave
New research from Forrester unveils the top vendors for companies yearning to achieve experience-based differentiation.
The Maturing of MDM
MDM Summit '08: Vendors and customers bemoan the growing pains of master data management -- and revel in its growth spurt.
Teradata Moves Beyond Intelligence
Teradata Partners '08: With product enhancements galore, the enterprise data warehousing company kicks off its annual conference with a commitment to collective intelligence.
Oracle Snags Primavera
The acquisition means a greater project portfolio management breadth for Big Red's enterprise PPM suite.
Jacada Looks to Expand Its Workspace in Key Industries
The unified agent desktop provider targets financial services, insurance, and retail with its latest release, Workspace 5.0.
SAP Retains Market-Share Lead in CRM
Gartner report shows the Wonder of Walldorf still on top—but a lawsuit and other troubles loom.
Feedback: October 2008
Readers suggest a few other reasons that contact center agents are quitting.
The Price Is Right...You Hope
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.
IBM's Vision Cited in Gartner Data Integration Magic Quadrant
Data Integration Magic Quadrant '08: Informatica and SAP-Business Objects join Big Blue as the leading integrators.
Oracle Joins the Conversation
Oracle OpenWorld '08: The vendor introduces and expands Social CRM applications and an initiative to integrate social networking with CRM.
Oracle Enters the Hardware Business
Oracle OpenWorld '08: Partnering with HP and Intel, the software giant introduces not one but two servers.
The Innovation Clock is Ticking
Oracle OpenWorld '08: Intel's CEO addresses the fast-paced world of computing, an extended commitment with Oracle, and Green IT.
Oracle Buzzes for the Gold
Oracle OpenWorld '08: The vendor kicks off its annual conference with a Monday keynote filled with a laundry list of announcements, strategies, and roadmaps.
Partners Bark Up the Right Tree
TreeHouse Interactive's channel management suite gets an overhaul in advance of integration with Oracle CRM On Demand.
Break the Rules to Win in Customer Service
Out-innovate the competition in 9 contrarian ways.
Still No Masters in Gartner's 'MDM for Product Data' Magic Quadrant
The latest assessment of master data management for product data covers 11 vendors -- and reveals no leaders. Is product data that much harder than customer data?
Oracle and SAP Surf Side-by-Side in Forrester Wave on Enterprise CRM
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.
Oracle Integrates CRM On Demand with Siebel
In an effort to unite on-demand and on-premises CRM, Oracle takes responsibility for product integration -- a move that looks particularly appealing for partner channel management.
Nine New Vendors Join Gartner's E-Commerce Magic Quadrant Report
Magic Quadrant for E-Commerce '08: Veteran firms IBM and ATG top the field -- but the field itself is twice as big as it was last year.
New Markets and Leaders Emerge
SaaS revenue will likely remain the driving force behind the CRM industry's growth, but emerging niche markets will also play a role.
Socialized CRM
CRM has never prioritized the individual salesperson—but social networking changes all that.
CRM Dials into the iPhone
Is the industry ready to turn a consumer craze into a business tool?
Market Focus: Financial Services -- Keeping Your Money on Their Minds
Compliance, mobile banking, data in the cloud—financial services firms have a lot to deal with when it comes to CRM.
The 2008 CRM Market Awards: Rising Stars -- Apple
Devising the newest mobile device.
The 2008 CRM Market Awards: Rising Stars -- Trampoline Systems
Networking the enterprise.
The 2008 CRM Market Awards: Market Leaders -- Enterprise Suite CRM
With Siebel Systems and PeopleSoft finally assimilated, Oracle takes its place atop the throne.
The 2008 CRM Market Awards: Market Leaders -- Midmarket Suite CRM
In a largely untapped market, Salesforce.com finds itself firmly in the winner's circle for the third consecutive year.
The 2008 CRM Market Awards: Market Leaders -- Incentive Management
In the first-ever appearance of this category, Callidus Software takes the inaugural crown.
The 2008 CRM Market Awards: Market Leaders -- Marketing Automation
Penetration remains a challenge for all players, but Unica leads yet again.
The 2008 CRM Market Awards: Market Leaders -- Business Intelligence
SAS Institute takes the crown for the fourth year running as business intelligence evolves from reporting, analytics, and dashboards into a wealth of complexity.
The 2008 CRM Market Awards: Market Leaders -- Open-Source CRM
In this category's Market Award debut, the first-ever title goes to SugarCRM.
The 2008 CRM Market Awards: Market Leaders -- Consultancies
As a new player sits atop the category for the first time in years, consultancies are facing "a necessary shift to compete in the new SaaS world," according to one analyst.
Forrester Waves to Midmarket CRM
Forrester Wave: Midmarket CRM Suites '08: Despite consolidation, buying CRM software for the midmarket segment is still a major headache.
Eloqua Opens Up With Web Services
New application programming interfaces aim to increase flexibility and ease integration with CRM systems -- particularly sales and marketing solutions.
Oracle and BEA: One Big Happy Family?
Oracle's BEA Welcome Event: The enterprise software provider shares its post-acquisition roadmap, and promises "no forced migration."
CRM Magazine Announces the Winners of the 2008 CRM Market Awards
Companies, customers, and industry visionaries are honored for successes in the CRM marketplace over the previous 12 months.
Compiere Changes Its Business View
The provider of open-source ERP and CRM products releases an upgrade with more analytic and greater integration.
Forrester Wave Finds Initiate Systems and Siperian at the Center of Customer Hubs
In addition to those two vendors, Dun & Bradstreet's Purisma and Oracle UCM remain near the top of the research firm's latest report.
The Hosted Contact Center: A Paradox No Longer
Vendors were waiting for the market to pick up. End users were waiting for enhancements. Both waits are over.
Forming the Platform
On The Scene: Gartner AADI & Gartner Enterprise Architecture -- Now's the time to decide upon a business process platform.
Market Focus: Education -- Making CRM Mandatory for University Administration
Why higher-education spending on CRM is set to almost double by 2012.
CRM Searches for Search
The technology to locate information may be readily available, but can CRM systems uncover their own buried treasure?
All Lines Are Not Busy
British Telecom sees massive turnaround in its contact centers thanks to Knoa.
Four BI Vendors Crest the Forrester Wave
Forrester Wave '08: The latest report on enterprise business intelligence shows SAP's BusinessObjects property in a tight race with three other respected vendors.
SFA Vendors Come and Go in Gartner Magic Quadrant
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.
SAP Retains Market-Share Lead in CRM
Market intelligence from Gartner shows the Wonder of Walldorf still on top in CRM, ERP, and supply chain.
SAP's TomorrowNow to Shut Down but the Jury's Still Out
As Oracle extends the allegations over the SAP subsidiary's illegal downloading, the German juggernaut faces an uprising over its plan to increase maintenance costs.
BT Snaps Up Ribbit for $105 Million
Company executives insist the acquisition will only help accelerate voice automation innovation for the masses.
Attaining Enterprise 2.0 Through 'Social CRM'
Social computing meets business value.
IBM and Oracle Lead Gartner's 'MDM for Customer Data' Magic Quadrant
The scope of master data management widens -- and Gartner alters its report name to reflect the change.
Entellium Builds a CRM Suite to Rave About
The vendor launches two new products for its Rave suite aimed at "true" small businesses, and hooks up with Boomi as an integration partner.
Statistics For Everyone!
SPSS's latest release of statistics software aims to suit the novice, the expert -- and everyone in between.
CRM Vendors Say Hello to the New iPhone
Apple's 3G update to its popular handheld has early support from big names in the industry, but little meat so far.
CRM Market Continues to Soar for a Fourth Straight Year
Gartner sees 23 percent growth in 2007, and also finds social networking becoming a disruptive force in the CRM industry.
CRM’s a Social Animal
On The Scene: Web 2.0 -- As enterprise social computing takes off -- and employees clamor for more -- CRM providers scramble to connect, as well.
SAP Looks to ‘Change the Game’
On The Scene: Sapphire 2008 -- One analyst believes the latest from the German juggernaut propels the company squarely back into the CRM 2.0 battle.
Market Focus: Healthcare -- A Prescription for Satisfaction
As healthcare becomes more technologically advanced, are patients better served?
Jumping Into the SaaS Pool
It's no longer a matter of just testing the waters: Large enterprises are making a splash with software-as-a-service CRM.
No Leaders Yet in Gartner Magic Quadrant for Enterprise Marketing Management
Magic Quadrant for EMM '08: Until buyers are using EMM solutions as platforms, vendors can't be marked for their ability to deliver.
Growth Trend Continues for CRM
A new report from AMR on customer management indicates double-digit market growth is here to stay, though the economy remains a concern.
Customer Service for the Web 2.0 World
Helpstream's new Summer 2008 release looks to move beyond traditional knowledge management; one pundit believes the company "has done it better than anyone."
Big Red Gets Social
Enterprise megavendor Oracle offers a taste of its social networking-inspired on-demand applications at the Enterprise 2.0 conference.
Partners and Customers and Relationships, Oh My!
BlueRoads and Microsoft team up to offer joint partner management and CRM.
NetSuite Inhales OpenAir
The popular on-demand CRM vendor puts its cash to good use in snatching up professional services automation developer OpenAir.
CRM on Twitter: June 2008
As Twitter, the microblogging site, explodes in popularity, CRM has become a common topic. To bring the Web 2.0 world full-circle, we'll be highlighting a few choice tweets.
Market Focus: Government -- CRM: In the Public Interest
Government's technological future is beginning with service sites and outreach programs to serve constituents
The Second Coming of Web 2.0
"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?
Believe the Hype about Hosted Contact Centers
After years of build-up, how much longer should we wait for the market to mature?
Oracle Scores Twice in Gartner's Field Service Magic Quadrant
Siebel and the Oracle E-Business Suite are ranked in a recent Gartner Magic Quadrant; ClickSoftware and TOA Technologies are visionaries.
Metastorm Forecasts Broader BPM Capabilities
Business process management provider releases new suite offerings.
Bigger, Faster, More Affordable Marketing
Alterian's latest upgrade aims to integrate marketing operations to decrease costs, improve performance and increase scalability.
Talisma Acquired by nGenera
The relative newcomer -- a provider of "business-innovation platforms" -- looks to add Talisma's customer-interaction software to its rapidly expanding platform.
Zuora's New SaaS: Subscriptions-as-a-Service
Industry veterans launch an on-demand billing provider, offering a new way to handle time-based invoicing for goods and services.
Ongoing Demand for On-Demand BI
TDWI Spring '08: Real-time (or near-real-time) business intelligence continues to improve.
Self-Service Business Intelligence Is a Myth
TDWI Spring '08: Line-of-business users want access, but self-service is only a short-term solution.
Make Your Contact Center Emotionally Intelligent
5 best practices to help you get there.
The Stewards of Business Intelligence
TDWI Spring '08: The most important element in BI -- the human factor -- is also the most-often overlooked.
ISM Announces Its Top 15 Lists for CRM
ISM Top 15 '08: The CRM consultancy anoints its annual crème de la crème of the industry, and divulges emerging and prevalent industry trends.
Voice Automation Hops to the Forefront
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.
Unica Tops Gartner Magic Quadrant for MCM
Magic Quadrant for MCM '08: As consumers move online, so should marketers -- and standalone best-of-breed marketing vendors continue to lead the way in the multichannel campaign management.
SAP Seeks to Tie Up Loose Ends
SAPPHIRE '08: Relying on services-oriented architecture, SAP co-CEO Henning Kagermann believes his company can now help businesses "close the loop" between strategy and execution.
Microsoft Goes Automated With its Service Agent
The release marks another contact center-specific offering available now from the software giant, and underscores a future move to make inroads with large-scale, more complex contact centers.
CRM Is All About Teamwork
SAPPHIRE '08: At SAP's annual user conference, the opening keynote address stresses the value of teamwork and its importance to any CRM investment.
SAP + RIM = CRM2Go
Introducing a rebuilt version of its CRM application to run natively on Research In Motion's BlackBerry mobile devices, SAP aims to give companies universal access.
Serving Many Masters
Customer data and business data must be controlled through master data management.
Is CRM Too Hard for Microsoft?
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?
Market Focus:
Retail/Consumer Packaged Goods -- Price Check, Aisle 5

Everyone's talking about "the R word" -- Recession! -- and for the first time in a long time, price is competing head-to-head with service.
7 Steps to SOA Success
Services-oriented architecture--and the Web services it supports--is one of today's hottest software trends. It's also one of the least understood
The Right Numbers
CRM, together with telephony technologies, leads to better sales for a direct marketer.
It's Just a Matter of Trust
Unica's Marketing Innovation Summit '08: The only kind of customer relationship that matters is one built on trust.
Finely Tuned Marketing
Unica's Marketing Innovation Summit '08: As customers take the stage, marketers have to stop singing and start listening.
Web 2.0 Will Get Big Enterprise Bucks
The market for social business technology will grow to $4.6 billion by 2013, but the big players may not be those we know today, according to a new report.
Keeping the Web Trendy
Web 2.0 Expo '08: Aiming to innovate is always in season.
For Contact Center Infrastructure, Hosting Becomes the Life of the Party
A new study from DMG Consulting finds the market will rapidly expand, with 30 to 35 percent of all new contact center seats being hosted by 2011.
Teradata's Growing the Family
From entry-level to enterprise-level, Teradata's solution just got more affordable.
Microsoft Goes Live with CRM Live Online
The 4.0 version of the recently renamed on-demand CRM suite from Microsoft reaches its domestic launch date.
On-Demand CRM Primed to Shock and Awe the On-Premise World
In the battle for software supremacy, new research predicts the on-demand CRM market will grow more than six times faster than its on-premise counterpart through 2010.
Oracle Helps Seal the Deal
Collaborate '08: The debut of Oracle Deal Management brings boutique technology into the CRM and ERP suite world.
Companies Still Fail to Measure KPIs for the Contact Center
In a recent Aberdeen study on Contact Center Consolidation, the findings reflect a harrowing trend of companies still failing to measure key performance indicators and ROI.
Jumping from SaaS to PaaS
Bungee Labs platform-as-a-service model connects CRM into the lifecycle of on demand business applications.
Business Intelligence Is Mission-Critical, for CRM and Others
Gartner Business Intelligence Summit '08: By 2009, 90 percent of mission-critical projects will depend on data warehouse information to drive higher revenues or lower costs.
There's No Stopping CRM
New research from Gartner predicts strong market growth continuing through 2012, despite the coming economic downturn.
Intelligent CRM Requires Business Intelligence
Gartner Business Intelligence Summit '08: The need for better CRM is one of the factors driving growth in the BI marketplace.
Sword Group Slashes into CRM, Acquires Graham Technology
The deal may help U.K.-based Graham extend the global reach of its ciboodle CRM product, but analysts caution that growth may be more elusive in the United States.
The Poker Dynamics of CRM
CSO Insights' Sales Performance Optimization '08: Today's companies are finding a full house of technology options.
A Tenancy of One's Own
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.
Contact Centers Aren't Yet Ready for Web 2.0
Magic Quadrant for CRM Customer Service Contact Centers '08: Foreseeing a "revolutionary" future for the contact center customer service market, the latest Gartner Magic Quadrant for the sector extends the multiyear Oracle/Siebel winning streak, and highlights the continuing value of niche players for verticals.
Calabrio Joins the Enterprise 2.0 World
The provider of workforce optimization solutions is seeking to provide a unified framework so contact center workers can achieve results faster and more efficiently.
Should Microsoft Quit CRM?
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.
Oracle Finally Says ''See Ya'' to ''Siebel'' for On Demand CRM
In addition to a long-rumored change in naming conventions, the software giant's Release 15 weaves social networking into on-demand CRM; also, a new Mobile Sales Assistant is unveiled.
5 Steps to Successful Web Content Management
AIIM '08: Analytical findings reveal certain trends when mapping out Web content management (WCM).
Best Practices: CRM and Wireless
Gartner Wireless '08: By heeding lessons learned, companies can help ensure they get the maximum benefit from mobile CRM deployments.
SAP Refocuses on "Fun"
SAP CRM 2008: SAP's overarching theme of "customer co-innovation" goes beyond its newly launched CRM offering, according to company executives.
Have Laptop, Won't Travel
Gartner Wireless '08: As the mobile workforce continues to evolve, "portable personality solutions" will be all the rage, says one Gartner analyst.
Everything Is Social
The word is everywhere now: social networks, social frameworks, social platforms.
NetSuite's Sweet Ride Takes Another Turn
After what one analyst called a "painfully long" anticipation, the on-demand CRM vendor finally goes public
SaaS X.0?
The next wave of on-demand computing may just be another trendy "2.0" label.
Market Focus: Automotive -- Detroit: Driven to Distraction
Facing fierce competition from imports and a weakening economy, the automotive industry targets long-term customer satisfaction.
destinationCRM Dashboard: March 2008
Highlights from online news stories.
On Premise Gets Back On Target
In spite of on-demand's increasing popularity, on-premise solutions are still high in demand.
Boosting CRM Adoption
Using customer loyalty data to inject new life into your CRM system.
Oracle Explores the Power of One
Single-tenant architecture for the on-demand world gets a powerful enterprise advocate in a new edition of Oracle's Siebel.
Oracle Hyperion's Performance Manages to Top Gartner's CPM Magic Quadrant
In the research firm's annual look at the consolidation-ridden corporate performance management space, Oracle's Hyperion acquisition was the only one that made the cut -- literally.
Mobile CRM Keeps Moving, and FrontRange Tries To Get Out Front
A recent spate of releases continues to expand the marketplace for mobile CRM, even as mobile stalwart BlackBerry suffers yet another nationwide service interruption.
In Magic Quadrant for Application Delivery, F5 Really Delivers
Looking at the network-technology vendors specializing in serving up the technology of others, Gartner gives glowing marks to just two out of 13.
The Suite Spot: Former Pure-Play Vendors Dominate BPM Magic Quadrant
Former pure-play business process management (BPM) providers lead the market, now that they've grown into full-suite offerings.
If SMBs Don't Buy Contact Center Applications, No One Will
A new study concludes vendors must tap into the midmarket to prevent a potential stagnation in market growth.
MicroStrategy and Microsoft Move Up in Gartner's BI Magic Quadrant
Magic Quadrant '08: The research firm's assessment of the business intelligence sector shows the two vendors joining SAS Institute, Oracle, Cognos, and Business Objects in the top segment.
Salesforce Turns Silver
The popular software-as-a-service CRM company delivers its 25th release -- Spring '08 -- adding collaboration and content features amidst rumors of ownership-shopping.
Microsoft Bids $44.6 Billion for Yahoo!
After repeatedly failing to come to terms on a friendly merger in 2006 and 2007, Microsoft's hostile advances for the No. 2 search company won't be spurned as easily this time. What does the proposed deal mean for CRM?
SAP Susses Out 2008
With financial results in hand and Business ByDesign humming along, the vendor offers some thoughts on what's coming next.
Are You Ready for SaaS?
You may think you are, but the truth is this: Size matters.
Always On
The new generation of consumers, clients, and customers is perpetually connected -- to the Internet, to you, and to each other. What can Web 2.0 do for you?
Redefining High Definition with CRM
Silicon Image's HDMI unit used Oracle iStore to handle a growing licensing business.
Open Source as a Driver for CRM Innovation
The upside is a high level of flexibility.
Infor Markets a New Marketing Module
The software conglomerate's Infor CRM Epiphany Outbound Marketing 7.1 offers industry-specific features for retailers.
IBM Acquires an Apt App
Big Blue snaps up AptSoft, a provider of software designed to help companies make real-time decisions.
Will Marketing Platforms Ever Outperform?
A new Forrester Wave reveals vendors boasting growing functionality, but a comprehensive, easy-to-use solution remains elusive, even for leaders Unica and Aprimo.
Oracle and BEA Systems Settle on a Price
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.
5 Smart Moves with Prebuilt Business Intelligence
Prebuilt BI promises to add the power of perception.
Amdocs Tries to Digitally Connect with Communications Providers
With Amdocs CES 7.5, the company looks to usher in a new era in which consumers control the purchasing process.
Big Changes in Solutions for Small Businesses
Consumerization, software-as-a-service, and several other industry developments are affecting how application vendors approach smaller organizations.
The Rise of the ''Anywhere Application''
As emerging technologies provide access to data and applications no matter the device or location, demand is likely to boom, according to Yankee Group.
SFA for the Consumer Goods Industry Comes of Age
New research cites positive changes, and sees a maturing market that still has fragmentation.
Jacada Sells Application Modernization Business
Jacada's $26 million deal with Software AG now allows the company to focus exclusively on its rapidly growing call center solutions business.
Top 25 CRM News Stories of 2007
As 2008 arrives, a look back at the most popular online stories of last year.
No Rest for the Wiki
Don't worry: If you're not wiki-ing yet, you will be soon.
Quality Really Is Job No. 1
The "single version of the truth" is impossible without tools to ensure data quality.
On the Scene: Oracle OpenWorld 2007
The company wows its users with new products and new plans for the future.
Market Focus: Manufacturing -- Customers, Meet Your Makers
Thanks to increased adoption of CRM, manufacturing is putting things together.
Fine-Tuning the Channel
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.
The Master Piece
As unified data hubs go mainstream, here are six broad strokes to help you master the art of master data management.
CRM Managers Should Listen for a Change
AMC Technology resumes its telephony, contact center, and CRM integration webinar series; targeted programs will help attendees focus on specifics.
Forrester Evaluates Top Email Vendors
Email continues to play a strong role in marketing campaigns, but improvements are still in high demand.
How Marketers Use Business Intelligence Intelligently
When it comes to deploying BI in marketing, best practices can light the path to "information nirvana."
The Best Companies Do Better with BI
Strong companies get more out of business intelligence than weaker ones do.
NetSuite Takes Stock, and Sells It
The on-demand CRM vendor posts a big IPO, suggesting the tech market is still buoyant.
Cognos Performs For Businesses
With a new acquisition and fresh features, Cognos aims to improve its performance management platform.
Are CRM Systems Too Complex for the SMB?
"Getting staff to use the software" remains the biggest challenge for the small and midsize CRM user.
Oracle Acquires Moniforce
Acquisition of Dutch company strengthens Oracle Enterprise Manager 10g's transaction and user monitoring capabilities.
CRM: Vertically Challenged
Unique industry needs are not being addressed by generic solutions.
Winning the Multichannel Customer
The Direct Marketing Association releases new intelligence on acquiring and retaining customers.
SAP's Year-End Model Sports a Facelift
SAP Influencer Summit: The German giant's SAP CRM 2007 -- with a new user interface -- sneaks in under the calendar-year wire.
Transform Your Contact Center Into a Profit Center
Innovations and contemporary best practices.
Business Objects Gives SMBs an Edge
New feature to the company's Edge series promises to address the financial concerns of midmarket companies.
Mastering Customer Records
How services-oriented architecture will shape the future of CRM: Part One in a four-part series.
The Dark Side of the Search Engine
Will a sage oracle sap your nice salesforce?
A Shift in SAP's Growth Strategy: Buy Big to Get Bigger
The company's planned acquisition of analytics powerhouse Business Objects represents the largest in company history.
Market Focus: Energy/Utilities -- Speaking Truth to Power (Companies)
Analytics are increasingly leveraged for insight into customer behavior.
Mobile Data Gets Better Reception
With Antenna Software, the sales force for satellite-service provider DirecTV gets information when it's most needed.
Installed Software Strikes Back
After years of software-as-a-service rising ascendant, economic pressures may be favoring on-premise software again.
Banks Again Seek to Improve CRM
An industry traditionally at the forefront of CRM continues to make the effort to master customer interactions.
Will the Sun Come Out for TomorrowNow?
Employees gone, lawsuit still unresolved, but despite SAP and TomorrowNow's predicament, third party maintenance seems to be on the rise.
Outsourced Sales Training Is More Effective
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.
Sales Hits the Road
Three CRM vendors have released applications for mobile devices in recent days. What's the payoff for the sales representative?
Business Intelligence's Intelligent Leap
Not every step toward a best-in-class BI deployment is going to be a smooth transition.
Integrating CRM and ERP
Why it makes sense to unify now.
Oracle Salutes ''Acquired Innovation''
At Oracle OpenWorld 2007, executives emphasize the benefits of having made 41 acquisitions in 45 months: "We've become the IPO market for the enterprise software industry."
Sales Configuration Vendors Are Splitting and Tangling
Recent market research from Gartner shows overall consolidation but with divisions appearing between specialists and megavendors.
Siebel Users Can Now Be Xactly Motivated
Xactly's compensation management software will give Siebel CRM On Demand users a quick look at future commissions.
IBM Acquires Cognos
The $5 billion deal marks ongoing consolidation in the Tier One business intelligence market; a "significant change" in IBM's direction, one analyst notes.
Big-Name Vendors Get Into Gartner Magic Quadrant for Web Access
The research firm's assessment of companies handling access to Web-based applications reveals a rising Sun among the top group.
Dun & Bradstreet Buys Purisma
The union of two data providers represents "a monumental acquisition," says one analyst -- though more deals are likely.
CRM Market Set to Double
The global CRM market will double within six years, according to a new Datamonitor report.
Gartner Magic Quadrant Puts Together Data Integration Leaders
As the market for these tools continue to evolve, vendors continue to push towards a consolidated solution set.
CRM Remains a Fertile Market
New research points to explosive growth in CRM adoption across every segment -- especially on-demand CRM.
Market Focus: Technology -- The Simple Truth about Complex Manufacturing
Tech firms need CRM as much as any other company--and sometimes even more.
Predicting Profitability
After years of trial-and-error, enterprises are finally developing innovative strategies and incorporating new software to allow them to identify -- and sell to -- their most profitable customers.
Checking the Pulse of the Contact Center
Contact center performance management provides a holistic view of agent performance; use that data to spur desirable behaviors that will help reps beat center and corporate goals.
Tech Solution: Social Networking Tools
Business Problem: Inability to generate qualified contacts and leads within customer companies.
Teradata Tops Gartner Magic Quadrant for Database Management
Big-name companies populate the Leaders Quadrant as vendors and customers alike look to leverage data warehouses as mission-critical applications.
NetSuite: A Not-So-Quiet Quiet Period
The on-demand provider fills its pre-IPO days with the announcement of SuiteBundler, a feature-and-function packaging system for resellers to maximize delivery of services.
In Oracle's Star Wars, a Wookey Falls
The company's head of Fusion Applications is expected to leave, raising questions and concerns about the vendor's ability to deliver Fusion as scheduled.
SAP Tucks-In Another Acquisition
The German software maker adds BPM functionality to its portfolio by acquiring Indian-based YASU.
Business Objects' Polestar Guides Information Search
The business intelligence vendor released an updated version of Crystal Reports at its user conference this week, along with the schedule for the release of a new information-search tool.
Forrester Wave Ranks Cognos and Oracle Tops in Performance Management
Forrester Wave on Business Performance Solutions, 2007: Forrester Research's ranking of BPM vendors provides a snapshot of a market in motion.
Oracle Offers to Buy BEA Systems
On the heels of the SAP-Business Objects deal, Larry Ellison's company makes a multibillion-dollar move of its own.
Oracle's Prescription for Pharma Contact Centers
Oracle connects its Siebel Contact Center application to its Oracle Adverse Event Reporting System, targeting pharmaceutical companies.
Teradata's Call For Data-Driven Success
Partners '07: At its annual user conference, the newly independent vendor focuses on its core business with a new partnership and a series of new services.
Teradata Stands Alone, and Not Alone
Partners '07: Fresh off completing its breakaway from parent company NCR, the vendor unveils an alliance with SAS and defines its product roadmap (including the long-in-the-works Relationship Manager 6).
Interactive Intelligence Plugs in an Upgrade
The company will begin rolling out by year's end the latest version of its IP business communications software platform -- a release focused on security, integration, simplified deployment, and mobility.
SAP to Acquire Business Objects
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.
A SWITCH in the Top 10 Service Providers
New Gartner research details the strong growth and strengths of India-based service providers, and their inevitable arrival among the global top 10.
Oracle Continues to Lead IDC's Analytics Pack
The analyst firm ranks the vendors by revenue and market share, and finds SAS Institute and Microsoft continue to make inroads.
Analyzing the Sales Process
We often find that CRM systems give sales managers numbers when what they really want is insight. Is CRM finally ready to demystify sales management?
Oracle's Name Game
The latest Siebel CRM On Demand highlights the software giant's interest in the on-demand market and underscores the strength of the Siebel name.
Market Focus: Sports and Entertainment -- CRM Scores for Sports Franchises
In a multibillion-dollar industry, teams aren't playing around when it comes to connecting with fans.
The Chain Gang
Your CRM is only as good as your ability to deliver to your customers. So why not merge supply chain management data with CRM to gain a holistic view? It's not that simple.
Double-Digit CRM Growth -- But Double-Digit Failures and Double-Digit License Limbo, Too
Companies will shell out 16 percent more on customer management apps next year, but nearly one-third of companies have experienced failed implementations -- and 25 percent of all CRM licenses go unused.
Consona Sizes Up the Manufacturing Market
The software vendor's ERP unit unveils both a product upgrade and a technology alliance aimed at bolstering its presence among SMB manufacturers.
CDI Comes in All Shapes and Sizes
At the Gartner MDM Summit, one analyst explains how CDI differs by industry and type of customer, and how the CDI market continues to evolve.
Fewer Vendors Sit Atop Gartner's Magic Quadrant for Unified Communications
Alcatel-Lucent, Microsoft, and Nortel retain their positions as leaders, but Cisco Systems and Siemens fall out of the top quadrant; Interactive Intelligence moves up a notch.
Gartner Restores a Leader to Its Magic Quadrant for Contact Center Infrastructure
Interactive Intelligence moves back into the top quadrant, joining Aspect, Avaya, Cisco, Genesys, and Nortel.
The Dynamic Duo: SAP and Oracle Still Lead, But Oracle Offers More
Yet another market-share report tags the two vendors as the market's only leaders--but this one gives Oracle the edge in product quality. Overall, the CRM arena remains competitive.
Infor Takes a Breather from Building Its Better Mousetrap
Software conglomerate tells analysts to expect no further acquisitions--for now.
Master Data Management: Debunking Mega-Vendor Hype
A flexible MDM platform delivers rapid return-on-investment.
CRM Should Be Your First SOA Application
Transforming your business to a customer-centric organization starts with a CRM-focused services-oriented architecture.
CRM's Expanding Horizon
Gartner predicts CRM software revenue will grow 14 percent this year to exceed $7.4 billion, as SaaS, sales, and foreign markets continue to drive the market.
Cognos To Purchase Applix
The $339 million acquisition is the latest example of the convergence of business intelligence and performance management.
SAP-Oracle Dispute Heats Up
Two months after the amended lawsuit, the leaders in enterprise software applications continue to battle it out.
CRM Continues Its Climb
Salesforce.com and others prove that small oceans can still make big, big waves.
Software, On and Off
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?
Sizing Up the CRM Situation
Software-as-a-service, focus on customer retention and acquisition, and verticalization are factors enabling the market's healthy growth.
Market Focus: Education -- Learning the Recruitment Ropes
Business tactics are helping higher education institutions tackle imminent challenges in recruitment and retention.
The 2007 Market Awards: Influential Leaders
CRM magazine's Influential Leaders are the executives and industry pundits with the strategy, product line, or visionary thinking needed to drive the market.
The 2007 Market Awards: Rising Stars
Our Rising Stars this year don't fit any single mold--rather, they reflect the CRM industry's emerging trends, its continuing reach, and its ongoing aspirations.
The 2007 Market Awards: Enterprise Suite CRM
The enterprise suite CRM market is at a critical point in its evolution.
The 2007 Market Awards: Midmarket Suite CRM
The landscape among midmarket suite vendors is loaded with firms vying for increasingly limited technology-budget dollars.
The 2007 Market Awards: Marketing Automation
This has been the year of the end user in marketing automation.
The 2007 Market Awards: Business Intelligence
As the market for business intelligence matures and users become more sophisticated, more companies are buying into BI.
CRM Magazine Announces the Winners of the 2007 CRM Market Awards
Companies, customers, and industry visionaries were honored this week at destinationCRM2007 for successes in the CRM marketplace over the last year.
ACT! Steers Users to a New Dashboard
New Sage offering provides productivity and business intelligence improvements; one industry analyst suggests the new version closes the gap between contact management and SFA.
The Price is Right: Price Optimization 101
A session on the emerging technology kicks off the destinationCRM2007 conference in New York, and focuses on how businesses are maximizing profitability analytics.
The TAS Group Livens Up Its Selection
Sales effectiveness training gets a four-course meal of process, methodology, technology, and performance metrics from the company's new subscription service.
NEC's Buy o'Sphere Expands the Ecosystem
The Japanese-based vendor's purchase of Sphere Communications is a move to bolster its unified communications portfolio, according to one industry pundit.
Business Processes Manage to Keep Growing
IDC predicts rapid growth for the BPM software market, which is expected to reach $5.5 billion by 2011.
Working the Midstream
With a new compensation application, Workstream attempts to introduce enterprise-level functionality to the midmarket.
SaaS Will Outpace the Rest of the Market
A recent forecast predicts software-as-a-service will be the dominant source of the market's revenue growth.
The Age of WIT?
Indian consultancies are increasing their pursuit of their Western competitors, and are experiencing similar outsourcing issues.
Market Focus: Financial Services--Cashing In on Integration
Financial services companies must focus on shifting away from siloed processes across departments and channels.
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Making the Most of Marketing
Optimizing operations can intimidate the strongest of marketing departments, but with able people, good processes, and strong technology, the beast may be conquered, one bite at a time.
Monitoring the Partners
NetSuite helps ViewSonic revamp its PRM capabilities for better insight and communication.
The New SMB: The Smart Midsize Business
As their needs grow more complex, SMBs are turning to a wider array of information in order to make educated product and technology choices.
What's in a Name? Oracle's Mixed Message With Siebel CRM On Demand
Oracle reverts to the Siebel moniker for the newest version of its CRM On Demand product, which features several usability, customization, and integration enhancements.
A Solid Connection at Last: IP Telephony Achieves a Majority in the Contact Centers
And two-thirds of the laggards plan on using some form of IP within two years, a new study finds.
SaaS Rises in the East
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.
Only 4% of CRM Users Are Very Successful
Despite the development of CRM best practices, many businesses are still struggling to properly measure the success of their implementations.
IBM Reflects on DataMirror Acquisition
Big Blue will leverage DataMirror software to support IBM Information Server and integrate the acquisition with its Information Management Software unit.
CRM Numbers Grow, But Also Mislead
The customer management applications market rose 8 percent in 2006, as it did in 2005; SAP and Oracle continue to lead, but their revenue figures don't tell the full tale.
Oracle's Smaller Slice of CRM's Bigger Pie
The worldwide CRM market grew 11.5 percent in 2006 to just under $6.5 billion in revenue; while SAP continues to dominate, Oracle Corp. sees both its revenue and its market share slip.
Salesforce.com Joins Siebel Atop Gartner Magic Quadrant for SFA
Magic Quadrant for SFA '07: Oracle's Siebel has to share the spotlight in sales force automation, and additional challengers are closing in.
SAP Admits 'Inappropriate' Downloading of Oracle Documents
In response to a competitor's suit, German software giant acknowledges its subsidiary crossed the line.
NetSuite Will Go IPO
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.
Eat Your Vegetables
Focus on providing value to salespeople and to the company.
Endless Possibilities
Web designers now enjoy unlimited site enrichment tools, which will help companies take e-commerce sites to new levels as broadband adoption rates soar.
Market Focus: Healthcare: The Great Divide
The business of medicine and the care of patients are not the same thing; for both segments, customers is difficult to define.
Oracle Calls Up CRM and IP Telephony
The company releases its first major offering of the IP contact center product from its Telephony@Work acquisition.
Database and Storage Markets Keep Growing
Two reports detail the growth of the database and worldwide software storage markets, driven by strong growth in the SMB segment and enterprises looking to host heterogeneous IT environments.
Vettro Takes the Road with Siebel
Vettro 360 software makes Siebel CRM On Demand available on mobile devices at speeds Oracle can't match, says an industry analyst.
Avaya Is Set to Go Private
Two private equity firms rather than a competitor are acquiring the company in a deal valued at about $8.2 billion; analysts see it as positive, but wonder what might have been under a rival.
Tech Solution: Extract, Transform, and Load Tools
Business Problem: Valuable customer data is scattered throughout disparate data sources.
Lord of the Undead Vendors
He'll saaaahck your braaaahnd.
Dirty Little Data Secrets
CRM's real truth requires enterprises to clean up -- reorganize -- customer information with data integration solutions, Web-services technology that integrates data applications.
Custom Fits
Whether off the shelf, on demand, or built in house with open source software, companies will need to customize their SFA systems
SAP Loses Visionary Agassi Over CEO Rift
One analyst says that Agassi was "a charismatic and highly visible driving force for change."
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Mobile Is Set to Get Hotter
The market for mobile applications hasn't reached mainstream adoption just yet, but is poised to hit the $9 billion mark by 2011; device makers, service providers, and software vendors all may contribute.
The Dead Pool: E- and Phone Service
Forget about both of them--a new study finds that for real customer service, companies will need to cover all channels across the enterprise.
NetSuite Carpools for Mobility
The on-demand provider releases an end-to-end mobile suite solution with several partners; it matches market demand, according to one industry analyst.
Salesforce.com Takes SOA Offsite
The company, in keeping with its "No Software" motto, announces its plan to offer service-oriented architecture on demand.
SAP Zeroes In On the Contact Center With M&A
SAPPHIRE '07 International: The company acquires Finland's Wicom Communications; expect to see more large CRM firms buying contact center companies down the pike, according to one analyst.
SAP: Boosting Its CPM Credentials
SAP will buy OutlookSoft, putting more analytics tools into the hands of CFOs; the acquisition continues a consolidation war with Oracle.
Oracle Leads the Database Pack
Larry Ellison's company continues to lead the market thanks to increased software sales and SMB penetration, but IBM and Microsoft close the gap, according to a study.
An SFA Wave Hits a Crowded Beach
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.
Reflecting the CRM Wave of the Future
Industry consultancy ISM announces the eight winners of its real-time CRM awards, applications that are delivering noteworthy capabilities as the clock ticks.
Tech Solution: E-Catalog Software
Business Problem: A company must design and manage a visually appealing interactive storefront for its Web site.
The Big Picture
How to connect the dots to reveal a complete image of new corporate performance management software solutions.
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Philadelphia Housing Authority's New Lease on CRM
The PHA turns to Oracle PeopleSoft for an enterprisewide implementation to integrate CRM with finance and HR.
SOA Comes at a Cost
Companies look to develop best practices around the business processes and technology changes required with SOA as its popularity and use continues to soar.
CDC Software Nabs Saratoga Systems
The acquisition, which is expected to close within two weeks, will help expand CDC Software's portfolio of vertical-specific CRM solutions.
Oracle's New Integration Platform and the New Siebel
The company unveils its new SOA platform for integrating with other vendors, and delivers the latest Siebel CRM On Demand--minus IBM components.
Oracle Picks a BlackBerry for Spring
The software giant releases BlackBerry support for its CRM solution as the mobile market ripens -- but will it increase customers' appetites for Oracle Siebel Wireless?
Gartner Slots Multichannel Campaign Management Vendors
Magic Quadrant for MCM '07: SAS Institute, Teradata, and Unica maintain positions as leaders in the space, while Oracle's Siebel Systems gets bumped up.
PRM Rides the CRM Tide
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.
BPM's Evolution
The market will see dramatic growth over the coming years, buoyed by a renewed interest in process management, as BPM vendors begin to leverage SOA.
Perseus|WebSurveyor Remonikers
Now Vovici, the change refers to the importance of listening to customers when it comes to molding company direction; the company also launched its EFM Continuum suite.
Market Focus: Telecommunications: The Name of the Game: Personalization
Telecommunications companies have unparalleled access to their customers. Will this pave the way to a new era of personalized content?
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The 2007 Service Leaders, Part 2
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.
The 2007 Rising Stars and Service Excellence
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.
E-Commerce Stumbles with Customer Service
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.
BI and PM: Two Sides of the Same Coin
Spending on business intelligence and performance management is expected to balloon as companies seek to bring financial data and operational metrics to the corporate masses, according to a new study.
Purisma Points to MDM
The vendor unveils the first of a series of point solutions designed to provide organizations with a point of entry into MDM initiatives, according to an industry analyst; version 3 of its flagship product arrives.
ISM Announces Its Top 15 (or 16 or 17)
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.
Oracle Sues SAP
Oracle has accused its chief rival of cracking into its computer systems in an attempt to steal copyrighted software; software maintenance fees are at the heart of the suit, according to an industry pundit.
The CRM Market Is Still Strong
The market continues to expand, albeit at a moderate pace, as vendors achieve strong growth in SaaS applications and vertically focused solutions.
VoiceObjects and SAP: Over the Phone
Weaving speech-enabled apps into enterprise processes represents a transcendence of the contact center that will create more growth opportunities.
Centric CRM Updates Its Offerings
The open source provider expands the number of databases it supports and adds e-commerce capabilities; it's part of the product's evolution, according to one analyst.
Siebel Continues to Fly Solo as a Leader
Magic Quadrant for CRM Customer Service Contact Centers '07: The vendor leads all evaluated companies in Gartner's annual report, while more than a dozen players chart as visionaries.
Managing Home-Based Contact Center Agents
Best practices for contact centers' success.
Oracle Is Set to Purchase Hyperion
The $3.3 billion acquisition would be Oracle's largest since Siebel, and continues Oracle's focus on BI while undermining rivals; more BI acquisitions are to come, according to analysts.
Market Focus: Automotive: Adapting to Altered Buy Environments
Consumers buy cars differently from how they did a generation ago. Makers and distributors must respond to the changes or become last year's model.
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Midmarket CRM Grows
SaaS and open-source CRM offerings are replacing contact managers and spreadsheets as the systems of record for medium businesses.
Gartner Combines Two Magic Quadrants
Magic Quadrant for E-Commerce '06: ATG and IBM WebSphere Commerce top the new quadrant, an examination of vendors delivering B2B and B2C e-commerce offerings.
Microsoft Brings Analytics to the Desktop
The software giant releases a BI platform for Dynamics CRM in an effort to hand business intelligence to the Excel-using masses.
FrontRange Casts a Whole New (dot)Net
The latest version of GoldMine Enterprise Edition has a redesigned interface to please users and new architecture to entice the midmarket.
Enterprise CRM Is Three Sheets to the Wind
A new Forrester Wave on enterprise CRM finds Oracle and SAP to be riding at the crest, while a number of competitors stock the sea with solid options.
SAS Tops Gartner's BI Magic Quadrant
Magic Quadrant '07: The market will experience more growth as the technology includes more users within an organization while application and suite providers enhance their own offerings.
Oracle's World of Unlimited Possibilities
The software giant releases five new versions of its major product lines and highlights the progress it's made in integrating JD Edwards, PeopleSoft, and Siebel via Project Fusion.
Oracle Boosts Siebel CRM
The latest version delivers improvements to a number of key applications, and includes certification with Oracle Fusion Middleware.
Oracle Makes Intelligence Accessible
The latest release of Oracle Business Intelligence Suite includes new visualization and reporting capabilities, intended to broaden the ways workers access BI.
SAP Updates Its Midmarket Strategy
A new version of SAP All-in-One addresses an increasingly important customer segment; an analyst questions value of "simplified" CRM.
Infor Is the Top Performer in Performance Management
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.
The Newest Method of BPM
WebMethods unveils the latest version of its flagship product, with strong emphasis on utilizing SOA to drive process management, a trend representative of this emerging market.
High-Tech Wages Are On the Upswing
The supply and demand talent dynamic for technology-based industries is one of the main factors behind expected growth in wages in 2007, a talent and outsourcing services provider says.
Nobody Can Stop the Shopping
CRM project teams will continue to purchase technology throughout 2007.
Market Focus: Manufacturing: Money for Future Muscle
CRM investment continues to increase in the vertical as companies turn to PRM, analytics, and order management to get a tighter grasp on customers.
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Customer Hubs Get Hot
Forrester Wave on Customer Hubs, 2006: As more attention turns to customer hubs, the continuing development makes it difficult to see clearly into this space; a new Forrester Wave takes a focused look at vendor offerings.
Three Tiers for ISV Partnerships
ISV partnerships in the past have been strictly tech-driven, but a new study reports that marketing and sales capabilities are also becoming important attractors in these relationships.
Extending ERP Throughout the Enterprise
As ERP end users demand greater functionality from their solutions, companies are having to weigh the difference between richer functionality and future integration woes.
Market Focus: Energy: Shocking!
Some energy companies are deploying CRM systems for cost cutting; others are focusing on customer acquisition and retention.
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Salesforce.com Releases ApexConnect
The on-demand provider unveils a family of tools to address integration woes, though one industry pundit says integration issues are as much a state of mind as they are an IT dilemma.
Diverse Options Are Still Available in SFA
SaaS and mobile options continue to grow while buyers can choose from best-of-breed or suite vendors, according to Gartner; SFA will grow more than 13 percent annually through 2010.
Sterling Eats Up Front-End Functionality
Sterling Commerce announces its acquisition of Comergent Technologies to marry Comergent's order capturing capabilities with Sterling's order fulfillment software.
SugarCRM Builds a Firm Foundation
The open source provider unveils a new service to allow its CRM applications to be supported by open source middleware stacks.
CRM Vendors Get SOA Happy
Leading CRM software vendors are looking to build out service oriented architecture to increase the flexibility of solutions, which will lead enterprises slowly but steadily to integrate SOA.
Oracle Powers Up Its Utility Offerings
The acquisition rampage continues as the software behemoth acquires a CIS vendor for an undisclosed sum; the CIS market is ripe for acquisition.
Companies' ERP Wallets Will Get Fatter
Budgets will grow by 12.3 percent next year, thanks to factors like healthy IT spending, enhanced functionality, and continued interest from SMBs and midmarket companies.
A Chilean Telecom's Poetic ROI
Unica helps to streamline campaigns and manage a burgeoning customer base for VTR GlobalCom in the land of poets.
Big Red Roars
Larry Ellison talks about Oracle's history with grid computing and Linux, and drops a bombshell for server operators everywhere.
CRM Investments: Working With What You've Got
The market will continue to grow, but new license revenues will drop as companies focus on product enhancements and getting value from prior investments.
Partner Day at Oracle OpenWorld
AMD and Dell, pushing their integrations with Oracle, dominate the keynote sessions; the emphasis is on hardware making software work.
Connectors for Dynamics CRM
Microsoft reveals tighter integration with other enterprise applications; an analyst wonders if will it will be a big enough selling point.
PeopleSoft's Financial Management 9: Another Step Toward Fusion
Oracle's release of PeopleSoft Enterprise Financial Management 9 underscores the call for compliance in the marketplace and motion on the Fusion road map.
Xactly Ties SCM to Data Management and Analytics
Two new products address the growing popularity of integrating on-demand apps with other solutions and analytics.
The 2006 Influential Leaders
The six powerful, visionary people hailed here have dominated the CRM industry in 2006 like no others. This year we add something historic--the first female Hall of Fame entrant.
The 2006 Market Leaders, Part 1
They say that timing makes champions. These eight winners in as many categories (plus up-and-comers in our One to Watch boxes) prove the adage as they join more than a score of industry leaders in a year of opportunity-making industry changes.
The 2006 Market Leaders, Part 2
They say that timing makes champions. These eight winners in as many categories (plus up-and-comers in our One to Watch boxes) prove the adage as they join more than a score of industry leaders in a year of opportunity-making industry changes.
CRM Magazine Announces the 2006 Market Award Winners
The recipients were named at the destinationCRM 2006 Conference dinner last night in San Jose.
A Killer Replacement: Oracle Pulls the Plug On IBM
Oracle's announcement of its intent to acquire Siebel raised doubts about how long Siebel's OnDemand alliance with IBM would last.
Microsoft: Expecting a Live Baby
Has the software giant's on-demand application incubated for too long?
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SCM's Use Broadens Throughout Enterprises
The market continues its moderate growth as enterprises developed new strategies and tactics to integrate SCM with other enterprise applications.
Product Roundup: VoiceCon Fall 2006
Avaya updates its VPNremote phone and IP multimedia contact center offering; NEC unveils a managed IP telephony service for SMBs; Verizon Business furthers its push into IP with three offerings; and more.
CRM Is Back on the Glory Road
The market experiences its second consecutive year of growth and enters its "second wave," according to one industry analyst.
PeopleSoft CRM Resurfaces
Oracle releases version 9 of PeopleSoft Enterprise CRM, renewing its commitment to the brand and its customers.
Sales Compensation is Back, Baby!
The market is experiencing growth for the first time in years as vendors introduce new delivery models and applications to drive strategic value.
Euro CRM Growth Continues At a Reduced Rate
SAP continues its dominance of European sales as Salesforce.com and Microsoft see the most growth.
Oracle Teams Up With Before the Call
Oracle follows the Salesforce.com lead, announcing the integration of Before the Call's sales intelligence functionality into its Siebel CRM On Demand platform.
The Maturation of MRM
Marketing resource management is growing up--and adding muscle to ROI--as companies seek to codify strategies and track marketing budgets.
Statistically Speaking
On the Scene: SAPPHIRE '06: SAP Continues Its Enterprise SOA Push
The enterprise software company underscores its on-demand CRM capabilities while continuing with its enterprise services architecture approach
Secret of My Success: PRM Goes VARs(ity)
A software manufacturer finds that Siebel functionality fits.
Eloqua Gets Its Platform On
Eloqua's Summer 2006 Conversion Suite offers customers the ability to create customized programs and moves the company toward true platform status.
Siebel Rules the Magic Quadrant for SFA
Magic Quadrant for SFA '06: Salesforce.com is the challenger and SAP the visionary, while Onyx and SSA Global take time off to cope with changes.
The TAS Group Forms as Oracle Sheds OnTarget
Sales methodology and training specialist Select Selling has grabbed the former Siebel division to form a new sales effectiveness company.
For CRM, ERP, and SCM, SAP Leads the Way
The on-demand delivery model, focus on the midmarket, and continued consolidation are some of the common threads in these markets today.
Practical Presto!
Customer clarity is an analytical wand's wave away with new marketing automation apps.
The First PeopleSoft Enterprise Release 9 Product
The enterprise software giant keeps its commitment to deliver new PeopleSoft functionality, while continuing to keep its eye on SOA.
Bringing Your Partners In On the Deal
Salesforce introduces Partnerforce, the Salesforce Partner Edition: Integrated CRM and PRM provide visibility that best-of-breeds lack.
Japan's SMBs Will Demand More
Among the country's SMBs, hosted apps buys will grow by 23 percent in 2006, thanks in large part to SaaS-based CRM.
Oracle Gets to Work
The software giant acquires Telephony@Work for its IP-based technology, a move that might represent a shift within the call center industry, according to one analyst.
CRM Expansion Continues
Worldwide, CRM software realized about 14 percent growth in 2005; drivers include consolidation, vertical market solutions growth, and midmarket growth.
IBM Tops Gartner's CDI Hub Quadrant
Big Blue becomes the first vendor to land in the leaders circle of a CDI hub quadrant, but must improve its ability to execute.
Kana Comes Home
Perhaps Michael Fields's most intriguing decision was to bring outsourced engineers back in-house.
Dialing Up Financial Services
Amdocs tailors a dynamic focus on banking solutions.
KANA Leads Forrester's E-Service Suite Wave
The e-service specialist earns high marks for the breadth and depth of its offerings, but the company must continue to improve how it works.
Intuit Owns the Back End
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.
SAP Takes a Dual Approach
SAPPHIRE '06: The company highlights its hybrid on-demand/on-premise CRM offering, while persistently promoting its enterprise services architecture strategy.
SAP Targets Enterprise SOA
SAPPHIRE '06: Amid "the industrialization of software," the German juggernaut continues its service-based strategy.
SSA Global Gets Grabbed
Infor buys the enterprise software provider to create the market's third-largest software maker, competing directly with Oracle and SAP.
The Fee For Speed: Paying More to Rush
One in five households make "panic" payments, according to a new study; mailed checks are still the single most common bill settlement method.
Companies Still Grapple with Effective CDM
Crafting a well-defined customer data management initiative is essential to supplying a holistic view of the customer.
Gartner Hears CRM Accents Across the Pond
Magic Quadrant '06: This year's European CRM service provider quadrant reveals Accenture and IBM BCS as the strongest implementation partners.
BPM Samples the Entire Enterprise
OutlookSoft launches the latest version of its BPM product; users are able draw insight into customers and business operations from multiple data repositories.
BI Keeps an Open Mind
The deployment and use of open source BI is expected to increase as this new software application enters the mainstream.
Siebel Leads the FSM Quadrant Again
Oracle's Siebel field service management functionality is deemed the space's leader, but may struggle to maintain that status as part of a larger conglomerate.
The State of the CRM Market
The most successful customers will leverage the industry's foundation.
Oracle Takes Next Steps to Fusion
Rollouts and road maps are signs of Oracle's emphasis on enhancing existing product lines as the company deepens its SOA initiative.
Business Process Wheels Need a Strong Hub
A new Forrester study on order management cycles shows vendors from all parts of the sales process performing strongly, including some smaller players.
Oracle Fulfills Demand Again
The latest release in the CRM On Demand series, version 10 delivers custom-fit functionality for operations of all sizes.
Google Gets Down to Business Apps
The search engine darling announces an enterprise application launch that will ease the growing pains associated with CRM end-user adoption.
Oracle Will Acquire Portal Software For $220 Million
Purchasing the billing and revenue management solutions provider should strengthen Oracle's go to market offerings for the communications and media industry, and bolster its apps focus.
Performance Management Spending Will Increase
Companies are working on standardization; budgets will increase as organizations look for ways to extend BI and analytics throughout the enterprise.
Oracle Versus SAP: The Gathering SOA Storm
Forrester peeks into the future of enterprise applications, and discovers that it's up to the customers.
SAP's On-Demand Vision
What can customers gain from the software giant's hosted offering?
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The 2006 Service Leader Awards, Part 2
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.
Microsoft Brings IT Together
At its Convergence conference, the software giant touts real-time integration and a hosted CRM offering.
Oracle Looks to Get More Out of Data
The company introduces a new suite of BI tools for companies of all sizes, and in the process, looks to compete against SAP and Microsoft.
Aprimo Is Still First in the Quad
The latest Gartner MRM ranking hails the company as the industry leader, but visionary competitors are on their way.
SAS Buys a Build Out in the MRM Market
The BI giant acquires Veridiem to help expand its marketing offerings; now it may better compete with Unica, according to one analyst.
It's Siebel in the Service and Support Leader Corner
Magic Quadrant for CRM Customer Service and Support (CSS) Applications '06: The company maintains its Magic Quadrant dominance, although the emergence of a full customer service suite is still some time off.
ISM Reveals Its Top 15 Award Winners
ISM Top 15 '06: A survey of top vendors shows providers will continue to expand their on-demand and SMB offerings.
Siebel and SAP Dominate Western European CRM
Siebel continues to rely on its CRM applications and SAP on its ERP offerings to land customers, but both companies will have to continue to improve their wares to keep customers.
Midsize Businesses Are Fueling CRM's SMB Growth
Microsoft, Oracle, Sage, and Salesforce are listed as some of the top solution vendors in the segment.
SMBs Demand Integration
Seamless operation and single databases lead the list of requirements for SMB success; on-demand products are the most popular in the segment.
Oracle Pounces on Sleepycat
The move helps legitimize the open-source model, but underscores the enterprise giant's need to build out its business.
Oracle Cuts 2,000 Jobs
The layoffs announced are the highlight of the company's post-Siebel acquisition guidance call; fiscal performance and predictions are also stated.
Experiences Versus Relationships
Good relationships, over time, generate more value for customers and, as a result, more revenue for businesses.
Tech Solution: Event-Based Marketing Tools
Business Problem: Marketing campaigns are failing to deliver targeted, relevant messages to customers.
SOA Simple
CRM examines service-oriented architecture and its growing impact on the applications landscape.
Siebel Shareholders Approve the Oracle Takeover
Customers must wait--now that the deal is complete--for their applications to continue fusing.
SAP's On-Demand CRM Valentine
The hosted app will launch in February; the company outlines its midmarket plans for 2006, and sees strong 2005 revenue numbers.
Fusion Is Heating Up
Oracle updates progress and road maps for its SOA middleware platform one year after its inception.
Verticals Look for Value in Servers
A report by IDC indicates that certain industries are warming up to different server vendors for different reasons.
Siebel Exceeds Wall Street's Expectations
The firm's higher-than-expected Q4 revenues likely will have little impact on the proposed Oracle acquisition.
Gartner Releases Its BI Magic Quadrant
Magic Quadrant '06: The analyst firm expects the business intelligence market to experience sustained growth as the technology includes more users within an organization.
Dangling the Carrot: Drive Your Sales Force to Profitability
Selecting and implementing the proper sales compensation tool to drive and motivate your sales force is more important than ever.
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Onyx Is Pivotal's Quarry
The enterprise software vendor might be talking acquisition, but miscommunication has marred early efforts.
2006: A Gut-Check for IT Vendors
Providers will be forced to adapt due to the emergence of new players and services, such as Google and open source technology.
Oracle Has a Q2 Earnings Drop
The company meets expectations, but industry experts say it is beginning to focus more on its business applications line.
Oracle Hears J.D.E. Users' Migration (Con)Fusion
What the company must do to keep customers interested in migration--the IBM iSeries system is the main attraction.
December 2, 2005
Teradata focuses on financial management through an acquisition; DataFlux launches a blog on data quality; LAS helps companies inspect names; and more.
What's Hot, What's Not, and What's Next
At year end we evaluate the impact of SaaS, Siebel, and knowledge sharing and analytics.
The Year in (P)review
Looking back, and to the future: CRM trends and events to watch.
Oracle and Siebel: What Does It Mean for Customers?
End-users are looking for answers as they wait for the planned acquisition to close.
Consultants Are Standing By
Siebel and Oracle partners try to relieve customer headaches.
The Competitive Threat
SAP, Onyx, and others look to seduce leery customers.
Oracle's Quest for Siebel: Where Does NetSuite Stand?
Commoditized technology puts the on-demand player in a 'pretty strong' position.
Oracle's First Fusion App
Oracle plans to release its first fused application in January 2006.
Quotables: All About Oracle
Culled observation and opinion.
November 29, 2005
LivePerson launches version 7.5 of its hosted enterprise CRM solution; Ellison agrees to settle the insider trading lawsuit; Knova has a new vice president; and more.
Group 1 Hopes to Go Global
The CCM solutions provider has added enhancements to its flagship product to advance worldwide implementation.
SAP Will Acquire Khimetrics
Consolidation continues as SAP strengthens its position in retail, finance, and consumer goods with the purchase of the demand management software developer.
November 15, 2005
Interactive Intelligence unveils Customer Interaction Center 2.4; Tigerpaw releases version 10 of its flagship product, NICE announces record financial results; and more.
Forrester's Top ERP Vendors
The evaluation emphasizes the importance of flexibility in both simple and complex licensing models as business needs change.
Oracle Loses Another CFO
Greg Maffei quits after just four months; analysts say he may have started at the wrong time.
Microsoft CRM 3.0 Makes an Early Debut
The company is trying to end the year with its first CRM release since December 2003, but the general availability of the release is pending.
CRM Sticks to the Growth Track
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.
Acquisition Predictions
Oracle's plan to acquire fallen CRM star Siebel Systems begs the question: Which company is next?
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October 28, 2005
Earnings Roundup: Siebel CEO praises progress; Amdocs hits milestones; Open Solutions looks to global expansion; and more.
Retailers Target Customer Centricity
BetterManagement Live hosts a panel that looks at shopper segmentation and predicting consumer needs as drivers of future loyalty gains.
October 25, 2005
Telemarketing firms settle consumer charges; RightNow announces financial results; Parature releases version 6 of its flagship product; and more.
Sage's New Global Strategy
Restructuring Sage's CRM delivery strategy is part of an ongoing effort to rebrand and unify Sage's SMB products.
SOA Continues to Pick Up Steam
Enhanced integration and flexibility, coupled with other factors like reduced cost, are steadily becoming more attractive to organizations.
Nortel Appoints a New Chief
Mike Zafirovski replaces Bill Owens as president and CEO after just 18 months in office; the telecommunications company shakeup continues.
ERP and Hosting Vendors Spur Market Shifts
Oracle and SAP will lead the enterprise applications market; AMR Research avers hosted apps and new global markets will contribute to the space's growth.
Siebel Reveals Its Next-Gen Approach
The soon-to-be acquired company unveils a new strategy and architecture as SAP baits a safe passage program hook for Siebel's customers.
October 14, 2005
SAP announces its 28-piece play for midsize enterprises; Oracle targets sales contracts; Maximizer announces Q3 results; and more.
IT Spending To Tumble, Then Rise 2007-2010
Slowdowns in economic growth, coupled with hesitancy to adopt new technology, will temporarily stall investments; high energy prices are partly to blame.
October 11, 2005
ABG and eVergance Partners join forces; Siebel launches a new index for SMBs; Oracle buys open source developer Innobase; and more.
Plumtree Opens New Suite Doors
The portal company announces evolving new suites, including an SOA, and vertical applications, with one for retail efficiency.
Where's the SOA Train Headed?
An AMR essay draws parallels between SOA and the client/server boom; ERP vendors have control of the aggregated services in the short term.
October 7, 2005
Siebel reports preliminary third quarter results; NetSuite provides a new commission tool; Conway joins Salesforce.com's board of directors; and more.
Siebel's SMB Push: An Updated On-Premise Solution
The space is a 'growth machine' for the company, a Siebel rep says; one analyst cautions that the company has to maintain its impetus.
Gaining Competitive Advantage
How companies win against market leaders: 3 best practices.
Putting CRM in Context
Use central information management, secure access control, and collaborate anywhere, anytime, to build team effectiveness and customer satisfaction.
Project Fusion: Coming Together or Falling Apart?
PeopleSoft and J.D. Edwards customers discuss bright spots and concerns.
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Newsbriefs from some recent articles appearing on destinationCRM.com.
The 2005 Influential Leaders
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.
The 2005 CRM Elite, Part 1
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.
The 2005 CRM Market Leaders, Part 1
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.
The 2005 CRM Elite, Part 3
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.
Vendors Offer Oracle Customers Migration Deals
Recent industry acquisitions have confused users about what the future holds, spurring two competitors' switch-to-us promotions.
CRM Magazine Announces Its 2005 CRM Leader Awards
Congratulations to this year's award recipients. Their hard work this past year has helped organizations streamline many of their business processes and significantly improve their customer relationship efforts.
SSA Global's Road Map: Compliance and an Epiphany
The Global Client gathering this week revealed how customers will benefit from SOA and the pending Epiphany integration.
Oracle Unveils Its First Fusion App
Product service and support for existing customers highlight Open World day 2, but challenges have emerged for Siebel customers' business.
Oracle's Fused Future: Support and Interoperability
The keynote address at Open World is confident and comprehensive, with targeted talk of growth.
CRM New License Revenue Grows Again
A shift from penny-pinching to business growth and the appeal of hosted solutions are contributing to a license-revenue upswing.
September 13, 2005
Concerto Software extends VoIP functionality; Aspect launches an Anniversary Edition; Business Objects names a new CEO; and more.
Salesforce.com's On-Demand Dream
Dreamforce '05: Marc Benioff details visions of 'the eBay of enterprise applications' with Appforce.
Oracle Will Buy Siebel
Ellison and company look to bolster their portfolio to counter SAP as industry consolidation continues.
Siebel Reveals OnDemand 9
The release integrates with Lotus Notes and provides hosted contact center enhancements.
September 9, 2005
Harte-Hanks launches new vertically focused service centers; NetSuite opens a new office in Singapore; Experian introduces a consumer classification product for France; and more.
Anatomy of a Successful CRM Implementation
Five criteria every organization should address.
CRM's 7 Deadly Warning Bells
Between May 2004 and June 2005 CRM magazine checked in every two to three weeks with Churchill Downs Inc. to gauge the progress of the company's multiyear, multimillion CRM initiative. Vice President of CRM and Technology Solutions Atique Shah's CRM initiative diary shed light on the ups and downs that he and his team encountered during a hectic, and ultimately winning, year one. In the course of these discussions Shah regularly mentioned CRM's warning bells, some of which sounded, some of which remained blessedly silent. We return to the site of the Kentucky Derby's parent company to examine the seven warning bells and to flesh out year-one lessons that will help other CRM project managers improve their odds of success.
12 Tips for Generating Rich Data
Here, a guide to uncovering the bounty buried in your data warehouse.
Email Response Times Lag Still
Companies are undervaluing the channel as more customers seek support.
Statistically Speaking
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A New ERP Market: The Federal Government
There will be a consolidation of 'redundant' IT systems by the OMB; ERP providers should tailor their solutions to meet the demands of the federal government.
The 2004 CRM Apps Market: Double Digits
A strong need to increase revenue drove the surge, with the hosted model enjoying a 105 percent growth rate.
Siebel Continues to Lead Enterprise Deployment
The company is losing some ground, however, to SAP and Oracle, which show slight gains as their license sales have grown.
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SugarCRM Unveils Enterprise Edition
The new version's enhanced functionality targets midsize companies.
IBM Will Acquire Data Integrator Provider DWL
The deal strengthens IBM's information management portfolio, while positioning the company to compete with Siebel and Oracle.
The CRM Industry Is Here to Play
Customer-driven opportunities foster growth in the applications market.
Three Trends to Watch
Business process management, flexible hosted solutions, and return on customer will drive business decisions.
Do It Yourself
Self-service done right--in the right enterprise--can return some real benefits. Here, a review of the five top vendors with robust, integrated solutions
The Money Tree
A financial services company estimates an 850 percent ROI from implementing Teradata's data warehouse and CRM solutions.
The Bunny Hops Into Marketing Performance
A new data warehouse and software help improve customer retention efforts.
Siebel Takes Fiscal Short Steps Forward
Sales execution concerns and closing fewer megadeals hamper the company's growth.
Siebel Tops Forrester's Wave for Enterprise CRM
Leading vendors SAP, Oracle, and Amdocs also are focusing more on integration and verticals.
Enterprises Are Profiting From PMPO
Pricing solution deployments are budgeted at up to $5 million for large companies in this relatively untapped market.
SFA and Marketing Automation Show Even Growth
The leading vendors attracted new customers in 2004; hosted options are in demand.
Oracle Acquires ProfitLogic
The takeover gives the world's largest database software maker a shot at being the leader in the retail market space.
The BPM Market Is Growing Faster Than Expected
Hyperion far outpaces its competitors in revenue share as the space continues to expand into different verticals.
What's In a Name?
Tearing through systems to scrub dirty data and gaining a cultural understanding of names across the globe is no easy task.
You Got Your PRM in My CRM
How are the changes that channel management systems and their providers are experiencing going to play out?
Oracle Reports Strong Q4 Results
SAP is still gaining market share in North America, say one analyst, who nonetheless thinks 'everything at Oracle is going according to plan.'
A New Seer at Oracle
Greg Maffei is known for M&A deals; his hiring signals a company awareness of business execution needs.
SAP Snatches Up Competitive Talent
The company is gaining Silicon Valley expertise as it navigates North America and battles Oracle and Siebel.
SMBs' Rising Backbone: The Global ERP Market
On-demand offerings may be the answer for cost-averse small businesses.
June 21, 2005
Salesforce.com announces an addition to its Summer '05 release; Conversagent and InstantService partner; and more.
June 10, 2005
Omniture delivers version 12 of SiteCatalyst; Amdocs and Microsoft sign a letter of intent to deliver converged IP-based services; and more.
Ranking Poorly with Online Customers
Computer and software providers' email responsiveness and respect for personal data rate low on a new survey.
What's Your Response to Industry Consolidation?
With mergers and acquisitions accelerating, consider these four strategies for protecting your company.
Research Cuts to the Heart of the CRM Market
Scorecards for enterprise CRM vendors and on-demand providers show shifts--and some surprises--in the past year.
SMBs Are Shopping For ERP and CRM Solutions
The market remains fragmented, so leading vendors must drive home the value of offerings to command market share.
May 5, 2005
Oracle plans to acquire PeopleSoft development centers; Kintera hires three senior high-tech leaders; and more.
The Evolution of Self-Service
No longer is self-service simply a channel for businesses to sell or deliver products and services.
Keeping the Project Team in Stride
Month 11: Dragons, snakes, and oh yeah, here comes the finish line.
Earnings Roundup: April 22, 2005
SAP reports strong first-quarter earnings; Epiphany suffers losses; and more.
Siebel's CEO Resigns Following Poor First Quarter Earnings
George Shaheen, the new CEO, acknowledges the importance of product suites remaining fresh, as analysts question the company's management structure.
E-Service Providers Ride the Forrester Wave
Leaders include eGain, iPhrase, KANA, and KnowledgeBase, with RightNow and ServiceWare designated as strong performers.
April 8, 2005
Siebel announces its first-quarter '05 preliminaries; Genesys and Viecore expand their partnership; Keynote Systems adds two execs; and more.
Siebel Enchants Gartner's CRM CSS Magic Quadrant Again
Magic Quadrant for CRM Customer Service and Support Applications '05: Lack of industry breadth keeps Amdocs out of the leaders box.
April 4, 2005
Nissan North America selects Hyperion; Global Knowledge and Oracle announce partnership; and more.
The 2005 CRM Service Leaders--Part I
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.
The 2005 CRM Service Leaders--Part II
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.
March 29, 2005
PUMA North America making the shoe fit with SPSS; Oracle acquires Oblix; Vuepoint launches Learning System 5.0; and more.
March 25, 2005
The Yankee Group forms a multidiscipline BPO practice; WebSourced acquires Smart Interactive; Oracle CFO becomes BearingPoint CEO; and more.
March 24, 2005
Northern Kentucky University aces CRM with CIBER and SAP; Ricoh turns to BEA Systems; NetSuite and Coremetrics appoint new execs; and more.
March 22, 2005
Oracle acquires Retek; Del Monte Foods to implement Cognos; Steve Roop joins Vontu's executive team; and more.
Consultancy Unveils Top 15 CRM Award Winners
Surveys of top vendors reveal the need for in-house implementations and to go wireless.
March 18, 2005
Oracle ups the ante for Retek; Kevin Martin is named new chairman of the FCC; Onyx appoints a new CFO; and more.
March 15, 2005
The City of Indianapolis turns to citizen relationship management; i360technologies to purchase Cantilever Technologies; Aspect Communications releases eWorkforce Management 6.3; and more.
Big Blue Will Acquire Ascential
IBM looks to expand its reach into the data integration space, with plans to fatten its BI and data management functionality.
March 2, 2005
The United Way of fundraising; META Group says that Oracle's loss is Siebel's gain; ATG announces ATG On-Demand; and more.
You've Got Questions, We've Got Answers
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.
CRM Where You Least Expect It
Customer relationship management fits all shapes and sizes. The following case studies present the details of four organizations' CRM approaches.
Oracle's Oyster
The PeopleSoft acquisition alters the software giant's competitive landscape.
Salesforce.com Posts Record Revenue
The on-demand CRM provider is on pace to register 250,000 customers by this summer.
February 15, 2005
RightNow, Tekelec, and Coremetrics announce new customers; Oracle and Unisys announce a partnership; Proficient Systems releases Proficient Express; and more.
February 9, 2005
Bradley Pharmaceuticals selects StayinFront; Kanisa and ServiceWare Technologies complete merger; Hummingbird keeps humming with a new release; and more.
Enterprise CRM: Change Is Inevitable
Vendors, strategies, and focus are all certain to evolve in 2005.
January 28, 2005
Siebel, Sento, and Inforte announce financial results; ATG introduces a new solution; Salesforce.com announces three new customers; and more.
January 27, 2005
Advanced Info Service selects Convergys for customer care; NuTech Solutions makes a number of key appointments; Best Software updates ACCPAC CRM; and more.
January 24, 2005
Oakwood Homes selects MicroStrategy; EDS Agility Alliance adds three partners; and more.
January 20, 2005
Atos Origin acquires KPN's CRM business; SalesLogix signs Big River Telephone; Aderant announces its upcoming CRM suite; and more.
January 19, 2005
NetSuite announces an aggressive subscription discount offer; Convergys opens up its fourth quarter books; EADS partners with Axcess; and more.
Oracle Declares ''Fusion'' for PeopleSoft and J.D. Edwards Products
The database and applications giant lays out the integrated future of its enterprise products.
Genesys and Microsoft Announce a Collaboration Technology Alliance
The contact center platform developer will work to expand support for Redmond's upcoming Istanbul client.
January 7, 2005
Oracle seals the PeopleSoft deal; FreeCRM.com's customer base rises; Acxiom acquires SmartDM; and more.
January 5, 2005
Amdocs announces an agreement with R.H. Donnelley; TotalView gains a new customer; Pegasystems and Oracle replace senior management; and more.
Matching Support With Profitability
Consumers have high expectations of customer service, but aren't willing to pay for it.
January 3, 2005
Oracle continues to fire PeopleSoft executives; Open Solutions restructures its board of directors; and more.
Profits, One Customer at a Time
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.
The 6 Most Overlooked Customer Touch Points
Think the only impressions your company makes are through branding, sales calls, and customer service? Think again. Mishandling interactions like reference management and billing can cause customer defection as quickly as a poor contact center experience
Give Dealers a Virtual Rep
Specialized Bicycles "adds" to its sales force with a comprehensive dealer portal.
December 29, 2004
PeopleSoft Founder and CEO David Duffield resigns; Gartner acquires META Group; Oracle takes control of PeopleSoft stock; and more.
The Technical Side of CRM
Is the CRM software you're considering a good technical match?
How Well Will Oracle Manage PeopleSoft's Customer Relationships?
The marathon takeover battle ends with a handsome payoff for PeopleSoft shareholders, but questions for customers.
Oracle Releases CRM Integration Update
The new 11i.10 release is designed to give companies a more holistic view of customers.
Channel Management Gets Hosted
Analog Method unveils its first hosted partner extranet.
Banks Are Failing to Provide Service Excellence
A new study cites high frontline employee turnover and the complexity of financial institutions' CRM programs as the primary culprits.
Midmarket Champions
Best Software and Salesforce.com are the leaders in the SMB space, according to a new survey.
It's Not Business As Usual
As the CRM industry reinvents itself, 2005 promises both new opportunities and new challenges.
Statistically Speaking
Twenty-one percent of North American companies and 33 percent of European companies are planning new CRM investments by the end of December 2004. --Forrester Research and Forrester Business Technographics
November 30, 2004
Verint Systems is providing ULTRA secrets for Delaware Investments; Kalido implements an application suite; Cincom Systems announces the latest version of Synchrony; and more.
PeopleSoft Says ''No'' Again
Oracle sets a November 19 deadline for shareholders, but the takeover battle may last longer.
Salesnet and UniPress Software Announce an Alliance
The vendors look to cover both the sales and service worlds with their new partnership.
Transactions: Customer Wins for November 2, 2004
Marines are gung-ho about Oracle; Convergys signs multiyear contract with Wachovia; Quaero has new clients; and more.
CRM Unifies Colorcon's Global Image
Colorcon's first step was to improve support and service for global customers.
The Impact of VoIP on the Customer Service Experience
Voice over Internet Protocol (VoIP) promises to simplify the integration of phone, email, and Web for e-business communications.
Siebel Caps User Week With Stronger Earnings and Refined Service Offerings
Siebel Systems' unexpectedly strong business represents performance above financial analyst expectations, but not above Siebel's own track record.
Software as Service Is Evolving Slowly But Surely
The report is the premiere entry in a series of papers Summit plans on the on-demand and hosted software markets.
PeopleSoft Warming To Oracle's Offer?
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."
PeopleSoft Founder and Chairman Duffield Replaces Conway as CEO
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.
Anytime Is the Right Time for CRM
I thought CRM was right for a company that considers it "customers" to be the facilities it maintains, because they are the recipients of this firm's services.
PeopleSoft to Offer $100,000 Credits for Some New Licenses
PeopleSoft will offer credits of as much as $100,000 to customers willing to upgrade certain versions of its software before the end of 2004.
Siebel Leads Enterprise CRM Rankings
Siebel takes the top honor as the CRM Leader, with other eight firms clustered in the Challenger segment.
What Follows Loyalty Leaders? Growth.
Loyalty leaders in the IT industry experienced significant growth levels compared with their counterparts.
Oracle Replaces Its Top On Demand Exec
Timothy Chou led the firm's hosted-applications efforts for years and reportedly remains with the company in an unspecified role.
Talisma Broadens Its Reach in the Contact Center Market
The biggest news is the acquisition of eAssist.
Oracle Wins Antitrust Suit
Among the challenges in store for Oracle is bitter opposition from PeopleSoft management and directors, who have generally refused to negotiate with Oracle.
Bringing Intelligence to the Call Center
Having the right production information or customer information at your representatives' fingertips is a fundamental yet crucial step. It can mean the difference between losing a customer that is put on hold, solving a customers' inquiry or even upselling on an opportunity.
CRM Magazine Reveals the Winners of Its 2004 CRM Leader Awards
The Awards recognize superior performance in ROI excellence in customer companies, individual achievement, and vendor leadership.
Hot Seat: Will Price Win the Battle for the Customer?
Is a hosted-or-on-demand-offering price war is looming? If so, what will vendors do to differentiate themselves and their services?
The 2004 CRM Elite
Six companies that set out to get measurable results, then met or surpassed their expectations.
The 2004 Influential Leaders
In alphabetical order, the winners are...
The 2004 Market Leaders
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.
The 2004 Market Leaders (Part 1)
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.
IBM Acquires Content Management Vendor Venetica
IBM stated in its announcement of the deal that Venetica will become part of the IBM Software Group's Data Management unit.
NetSuite Intensifies Its Focus on SMBs
The newly rechristened application is the ASP's first step as it moves forward with broad plans to expand into smaller markets.
Merger Storm on the Horizon?
Pure-play knowledge-base providers are seeing a need to compete with service-oriented companies.
Oracle Updates Sales and Marketing CRM Modules
The modules being upgraded, Oracle Sales, Oracle Marketing, Oracle Partner Relationship Management, and Oracle e-Commerce, either create or expand functionalities across most of the company's selling platform.
IDC Predicts $11.4 Billion in CRM Application Sales in 2008
Siebel Systems and SAP lead on the list, with Oracle, PeopleSoft, and Amdocs clustered closely behind.
How to...choose the right metrics for determining ROI
ROI criteria must change to reflect the changing needs of the marketplace and the changing pressures on shareholder value.
Market Watch: Many Possibilities, One Price
Pricing optimization systems provide better customer segmentation, better deal-building engines, improved communication with management and pricing analysts, and better markdown strategies.
Wires: News and Products for July 30, 2004
eGain Communications has announced a global partnership with Wipro Technologies; Initiate Systems made available its Initiate Identity Hub 5.2 a software; and more.
Customers for Life
Capture the mythical creature known as The Lifelong Customer.
Schooled in CRM
Following is a list of universities, their CRM programs, and their current enrollment.
What Do CRM Users Need? Just Ask Them
It's not surprising that many CRM vendors formalize interaction using customer advisory boards that have direct input into product development.
Market Watch: Marketing Tools Emerge as Comprehensive Solutions
Vendors are combining MRM with campaign management to leverage a broad spectrum of functions, including planning, execution, and measurement.
CRM.GOV
Industry pundits maintain that the biggest growth area in CRM over the next three years will be in the public sector, especially within state and local governments.
CRM in Action: Understanding Customers' Various Buying Roles
The company now has the ability to track campaigns and responses to determine which campaigns are generating the most profit.
The Order Stands Alone
Integration after the fact is not the answer.
On-Demand CRM: Is it Right for Every Company?
As with any CRM deployment, potential users still need to weigh the relative merits before deciding if on-demand is appropriate for their organizations.
The Week in Review: June 25, 2004
Walker Information has named Leslie Pagel as group director, training and development; FAST Search & Transfer launched its new FAST Marketrac; SAVO Group has launched a Web-based platform designed to help marketing and sales teams use technology to increase efficiency and effectiveness in driving revenue; and more.
NetSuite Goes It Alone
At the end of this month the Oracle Small Business Suite on-demand service provided by NetSuite will be rebranded NetSuite Small Business Suite.
Cutting Through the Confusion
The real distinction comes from the possibility for change down the road. Clients start with hosted or on-demand CRM with the intent of switching to an on-premises application later.
Returning CRM to its Roots
This new age returns CRM to its roots, and facilitates win-win business.
CRM's Future: Open Source?
Open source technologies are starting to crop up in CRM, from the server platform to the user interface.
Using Analytics to Predict Customer Demand
A nimble approach to reporting on and analyzing the demand chain involves adding strap-on tools to customer data, whether the data is in real-time transactional formats like XML.
The New Economics for Voice in the Call Center
The emergence of industry standards has been the catalyst for many of the recent improvements in the progression of speech-enabled solutions.
Keeping the Right Customers
Can companies use CRM as effectively to retain profitable customers as they can to escort unprofitable customers to the competition?
The Key to Growing Sales at Master Lock
Getting critical information in the hands of customers and reps faster is a key contributor to our sales growth.
Making Sense of Marketing Automation Options
Marketers have done a lot of house cleaning and are better positioned and able to effectively garner more budgets internally.
5 Ways to Get More From Your CRM Investment
Here are the five strategies of five companies that have turbocharged their CRM initiatives.
PeopleSoft CEO Conway Says Fighting Oracle Has Cost Millions
PeopleSoft President and CEO Craig Conway said Tuesday at a press conference that PeopleSoft has spent "between $12 and $15 million" per quarter defending itself against its rival's overtures.
Uncovering Profitable CRM Practices
Should companies expect their CRM vendors to help them use CRM to determine who their most profitable customers are?
Oracle Lowers its Offer for Rival PeopleSoft
The revised offer brings the overall price tag down from approximately $9.4 billion to approximately $7.7 billion.
Siebel Systems' New CEO
Tom Siebel steps aside, but will remain chairman of the company's board of directors.
Finding Diamonds in the Rough
CRM executives answer the question, Do companies that use CRM have a distinct advantage over companies that don't use CRM in uncovering who their most valuable customers are and then retaining them?
CRM Gets Real
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.
Hot Seat: Will Analytics Remain a Stand-alone Product or Become Yet Another CRM Module?
CRM vendors are increasingly embedding analytics into their offerings to help their customers make that data actionable.
Who's Who in CRM
Oracle CEO Larry Ellison tops a list of dynamic CRM leaders driving the industry forward. Tom Siebel is the reigning king of CRM; the Siebel brand is often considered synonymous with the technology. Larry Ellison, however, is the godfather of CRM. The reason? Please read on for the answer, and for the full Who's Who in CRM list.
Is Your Compensation Plan Undermining Your CRM Initiative?
Reward agents not simply for volume, but also for meeting customer-focused goals.
CRM Tops SMBs' Wish Lists
Overall, SMBs are expected to increase their technology spending this year 6.6 percent over last year.
A Clear Sign of Hosted CRM Success
In 2003 NetSuite's overall revenue jumped 300 percent, a growth rate CEO Zach Nelson says is largely attributable to its reseller channel.
All Customers Are Not Created Equally
CRM magazine Editor-in-Chief Ginger Conlon, moderator of the SuperPowers of CRM panel at the recent Frost & Sullivan Sales & Marketing Executive Summit, asked the panelists, Should companies offer stellar service to every customer, no matter what their true value to the organization?
News in Brief
Heard and Overheard
The Art of War
Midmarket companies are now spoiled for choice.
Breaking From Tradition
Perhaps the greatest impact on midmarket systems integrators has been the competition with vendors--SI firms are now battling with vendors over contracts.
Midsize Companies, Mammoth Results
We embarked on a mission to find outstanding examples of recent CRM results in the midmarket.
How Profitable Are Your Customers?
Industry executives answer the question, Is it necessary to estimate a customer's lifetime value to determine their true profitability?
Siebel Scores Big in Gartner's Slew of Market Reports
The new report works much like Gartner's Magic Quadrant with regard to leader positioning--the main difference is vendors in the MarketScope are scored individually, and not ranked against each other.
CRM Vendors Spring Into Action
PeopleSoft, Onyx, and SAP are starting Q2 with updates to several existing applications, and are adding some new products.
Missteps in Midmarket?
Company size may not be the real indicator of potential CRM adoption.
Customer Support Makes for Compelling Entertainment
In the real world, bad CRM really isn't all that funny.
Tech Marketing Efforts to Increase
The study shows the average increase of companies bolstering their marketing efforts is 10.8 percent.
The 2004 Service Leaders--Part II
The Service Leaders were selected based on a combination of weighted criteria, including revenue and revenue growth (last four complete quarters ended September 30, 2003), market share, customer wins, and reputation for customer satisfaction.
CRM Strategy Is Taking Center Stage
At the recent Frost & Sullivan Sales & Marketing Executive Summit CRM magazine Editor-in-Chief Ginger Conlon, moderator of the SuperPowers of CRM panel, asked the panelists, "What will be the most significant change to the CRM industry over the next twelve months?"
Heard and Overheard
How to...successfully link new CRM technology with legacy systems
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.
The Week in Review: February 27, 2004
The CDC Software takeover of Pivotal was completed on Wednesday; just 9 percent of U.K. firms believe they are fully able to monitor their business processes and be alerted to issues as they occur in real time; Willie Doyle has been named vice president of applications development at Walker Information; and more.
Siebel Tops Gartner's CRM Sales Suite Magic Quadrant
Siebel Systems continues to reign as the leader of Gartner's Magic Quadrant for CRM Sales Suite Vendors.
A New Report Recognizes the Merger of CRM and SCM
Organizations are shifting their investments from internal applications to outward-facing applications.
A New Gartner Report Announces Three Positive Ratings
The big winners were Best Software's SalesLogix, Onyx Software, and Salesforce.com.
The Week in Review: February 13, 2004
PeopleSoft announced this week that the antitrust staff at the Department of Justice (DOJ) has recommended that the Department file suit to block Oracle's proposed acquisition of PeopleSoft; KANA announced it has completed its acquisition of Hipbone; and Epicor Software announced that the NFL's Washington Redskins selected Epicor's midmarket hospitality enterprise solution.
Gartner Announces CRM CSS Magic Quadrant
Magic Quadrant for CRM Customer Service and Support Applications '04: In Gartner's recently released report, Siebel stands alone in the leader quadrant, while E.piphany and PeopleSoft are the two closest competitors in the visionary quadrant.
The Week in Review: February 6, 2004
Rockwell FirstPoint Contact has named Stephanie Dietz regional vice president for the northeastern region of the U.S.; Sprint and IBM this week announced a five-year, multibillion dollar customer-service agreement between Sprint and IBM Business Consulting Services; and more.
SMBs Fear an Overreliance on Microsoft
Forty-three percent of respondents to the Yankee Group "SMB Infrastructure Survey" admitted a fear of becoming heavily dependent on Microsoft's products and services.
Compensation Apps: Go for the Best
Best-of-breed ICM fares better than that of ERP vendors.
Reporter's Notebook: Oracle AppsWorld
CEO Larry Ellison's keynote concentrated on how CRM has continually failed to deliver on its promise of that complete customer view.
Merging for Midmarket Dominance
Will acquisitions now be the rule rather than the exception? Will larger firms like SAP AG and Oracle start a buying frenzy that will end up with an even more polarized CRM landscape? The answer is yes and no, according to many analysts.
Heard and Overheard