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destinationCRM.com — CRM Buyer's Guide
SalesNOW® from AT&T
16331 NE 72nd Way - RTC1
Redmond WA 98052
USA

PH: (425) 985-2831

 
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Interchange Solutions Inc. has been developing CRM solutions since 1997 and is the maker of SalesNOW, a complete CRM Suite for the Web and mobile devices, used by thousands of customers worldwide. SalesNOW is an actively developed, award winning, affordable, robust, secure and fully hosted Customer Relationship Management (CRM) solution for the mobile device and the Web, designed for sales reps, sales teams, and service. Everything that a user enters within SalesNOW on the mobile device – such as contacts, companies, leads, deals, and activities – is automatically synchronized to their SalesNOW Web account and vice versa. SalesNOW is easy to use, allowing users to remain organized while tracking and managing all aspects of the sales cycle in real-time, anytime, anywhere. SalesNOW improves sales rep effectiveness on the road, increases management visibility as to who is doing what, and reduces the reporting burden via quick access to activity and sales related graphical and excel based reports. For more information, please visithttp://www.salesnow.com.

Product Description

SalesNOW is an award-winning mobile CRM solution - a robust, easy to use, affordable customer relationship management and sales force automation solution, designed for the mobile device and the Web.  SalesNOW allows sales teams, management, and executives to manage all aspects of the sales cycle including contact management, company tracking, lead management, deal management, case management, activity and sales reporting. Highly mobile individuals can access all customer and prospect data, track contacts, companies, leads, deals, activities, and e-mail all from one tool anytime, anywhere!

 

And that is not all! SalesNOW not only improves sales rep effectiveness in the field, by using dashboards, and custom reports, SalesNOW improves sales management visibility of activities with access to real-time sales and funnel data and reduces the burden of manually building and manipulating ad-hoc reports.

  • Contact management
  • Company tracking
  • Lead management
  • Deal management
  • Case management
  • Activity tracking and reporting
  • E-mail association
  • Sales Reporting
Whitepapers, Archived Webcasts and Sponsored Content
This company is listed in the following categories:
Channel ManagementConsumer Packaged GoodsCustomer Service/Call CentersEnterprise CRM
Financial Services/BankingHealthcareInsuranceManufacturing/Automotive
Marketing AutomationMobileNon-profitPharmaceuticals/Chemicals
Professional ServicesRetailSales AutomationSMB/Mid-market CRM
Social CRMSports/EntertainmentTechnologyTelecommunications
TransportationTravel/Hospitality
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Your current service provider may be just what you need
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.
Sales Collaboration: Can I Get a Little Help Here?
Keeping pace in a changing world.
DoubleDutch Offers Freemium Version of Mobile CRM App
New HYVE Sales free and premium offerings enable mobile collaboration and pipeline management for sales teams of all sizes.
IVR Market to Reach $2.78 Billion by 2017
A new report from GIA identifies a greater use among SMB, innovative pricing strategies, technological advances, and open-standards development as the key drivers of growth.
Pardot Adds Integration with Citrix GoToWebinar, Cisco WebEx, and ReadyTalk
Pardot now works with leading webinar vendors, making it easier than ever for SMB marketers to track and manage sales leads.
Attensity Launches Analytics for the Hospitality Industry
New solution builds on the company's analytics and engagement solutions with industry-specific reports and dashboards.
Accenture Rolls Out Private Cloud Solution in Support of SAP Applications
The new solution leverages new SAP technologies to lower costs and boosts performance.
Just Desserts: The Cake Boss Calls on Avaya IP Office
TLC star Buddy Valastro shares how his new communications network will help his bakery business grow.
Small Wonders: Tips for SMB Growth
As the startup failure rate grows, owners strive to boost revenue, maintain profitability, and acquire customers.
Don't Let a Crisis Destroy Your Image
The right damage control recipe can restore confidence in your brand.
CRM Idol Will Soon Have Its First Winners
Contestants say they've already won by receiving added exposure.
Angel and TechnoCom Add Cloud-Based Caller Location to IVR
TechnoCom's LocationSmart technology enhances hosted IVR offering with location intelligence.
The Trouble with Traffic
What retailers can learn from baseball
Foursquare Searches for Revenue Streams
The company plans to start charging merchants for customer data
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.
Verint to Acquire GMT
The $24.6 million deal extends Verint's reach into the local branch banking industry.
HyperQuality Releases ClearMetrix 3.0 Performance and Workflow Management
Applications let businesses manage customer contact effectiveness, including revenue opportunities, expenses, and customer satisfaction.
IBM Expands Cloud Delivery of Smarter Commerce
New solutions and services help businesses respond in real time to shifting customer preferences.
TrustYou Acquires ReviewAnalyst, Bringing Social Sentiment Search to the U.S.
Hospitality and restaurant leaders,iIncluding Omni Hotels & Resorts, Best Western Hotels, Starwood Hotels, and Hard Rock Café, gain new level Of social media insight.
Facebook Fans More Likely to Recommend a Brand, Buy Products
Report on consumer behavior highlights the need for small businesses to be active on Facebook.
LiveVox Enhances Dialer Compliance with Account Penetration Settings
Cloud contact center provider adds configurable calling limits to robust compliance suite that also includes cell phone treatment tools
Creating a Culture and a Brand That Makes—and Keeps—Promises
Define what your customers can expect from you
Fonality Unified Communications App Now Generally Available on iPhone and Android
Accelerated early adoption rate underscores SMBs' mobility needs.
Latest Release of RightNow CX Extends Customer Experience Suite
RightNow CX includes new Twitter capabilities.
Email Marketing Remains a Key Tactic for Retailers
Community links in promotional emails on the rise, Responsys report shows
Consumers Power Transformational Marketing
Engaging customers in personalized dialogue replaces pushing messages through mass media
I Scream, You Scream, We All Scream for … Short Ribs?
Food trucks live and die by social CRM
Mobile Retail Entering Support Phase
Smartphone trends demonstrate the need for an innovative strategy
Market Focus: Financial Services—Retail Banks Need an Overhaul
Changing consumers' habits requires financial institutions to sharpen their focus on service, according to report
Salesforce.com Unveils the Social Enterprise
New offerings from the company make the social enterprise an easier goal to achieve.
Metrix Releases New Software Version
Features include call center wizard, service quotes, intelligent part selection, appointment booking, and repair scheduling.
Only 31 Percent of Americans Give Federal Agencies High Marks for Customer Service
The results of a new government study echo a White House order to streamline federal service delivery.
2-1-1 California Selects Five9 for Network Call Center Operations
Five9's advanced technology delivers call routing and helps 2-1-1 California strengthen its disaster response support capabilities.
CRM-Integrated Marketing Automation
5 proven ways to boost ROI
Eloqua Releases the Grande Guide to Social Advertising
E-book aids marketers with social media campaigns.
The 2011 CRM Market Leaders
The 2011 CRM Elite
Angel Voice-Enables Social Networks
VoiceForTwitter and VoiceForFacebook give a voice to social media by enabling businesses and consumers to post audio updates via their phones.
Verizon and Sprint Top Mobile Phone Customer Service Survey
Vocalabs' study shows Sprint's gains from 2010 leveling off.
J.D. power Rankings Show Disparity in Service for Wireless Contract and Non-Contract Customers
Verizon Wireless ranked highest in wireless customer care performance among full-service providers.
Results CRM Delivers Constant Contact Integration
New offering brings a streamlined approach to creating and monitoring email marketing campaigns.
Cincinnati Bell Launches Support Forum
New online customer support forum provides peer-to-peer channel for sharing questions and answers.
IBM Debuts Cloud-Based Marketing and Analytics Suite
Smarter Commerce offerings combine Web analytics and digital marketing in one integrated suite.
Customer Centricity Begins Where a 360-Degree View Ends
A 360-degree view of the customer is a window to all customer interactions
How Different Are You?
Marketing yourself on LinkedIn
FinancialForce.com Unveils Integrated Cloud Solution
Selling, tracking, and billing automated by FinancialForce for Media.
Meltwater Launches Buzz Engage
New module combines social CRM and monitoring.
Contact Solutions Adds Benchmarking, Analytics, and Optimization of Customer Experience to Cloud-Based IVR
New analytics with continuous improvement methodology adds science to IVR customer experience management.
Siemens Signs Distribution Agreement with InContact
The agreement expands OpenScape Cloud Solutions to include robust, feature-rich contact center capabilities.
Be Top of Mind to Top the Customer Service Charts
Speakers urge companies to engage customers on their preferred channels, and with a set service mantra.
New Research Highlights the Need for Integrated Marketing
Email is still the most effective way of reaching customers, but campaigns should also include the Web, SMS, social media, and other channels.
Consumers Report Luxury Brands as Major Reason to Buy
Annual study ranks the top 15 brands for men and women.
Rise in Social Media Requires Businesses to Rethink Customer Value
A new report suggests that new measures of value are needed so that organizations know how best to direct engagement efforts.
SaaS CRM Deployments Fuel Competition
Researchers rate Microsoft and Salesforce.com as leaders within the Value Matrix, while Sage and SAP are ones to watch.
Reynolds Launches New CRM Solution for the iPad
dealerPAD is the mobile version of Reynolds' Contact Management developed specifically to work on the iPad.
Peer Power
Online communities foster customer loyalty by doing what traditional contact centers cannot
Xactly Celebrates its 100th SMB Customer
Intermarkets selected Xactly Express to improve sales visibility.
MetraTech Releases MetraNet 6.4
Newest version advances ease-of-use and configuration for customers, developers, partners and operations.
Jive Acquires OffiSync
The deal brings together Jive's Social Business platform with OffiSync's Microsoft integration products.
Call Center Travels to the Heartland
Expedia chooses Missouri to enhance customer relationships
Good Service is Good Business
U.S. consumers are willing to spend more with companies that get service right, according to an American Express survey.
Web Analytics: What’s Worth Paying For?
While some solutions are free, marketers sacrifice time and rich analysis
Mzinga Releases Customer Experience Solution
The solution combines many social media and customer service tools in a single offering.
Convergence of CRM and Marketing Automation for SMBs
What this integration means for business
Adaptive Planning Introduces New Sales Planning & Analysis and Multi-Entity Management Solutions
New packages make it easy for new types of users in sales and multiple corporate divisions to improve business planning and management.
Social Media Interaction a Challenge for Web 2.0 Sites Too
How companies can reap the benefits
The Feminine Marketing Mystique
How to Demystify Women's Purchasing Behavior
JetBlue Partners with Allegiance
The Allegiance Engage platform is expected to help the top-ranked airline improve customer service even further.
Mzinga Names New CEO
A trusted advisor joins the Mzinga executive team and board of directors.
The 2011 Service Leaders
The 2011 Rising Stars
Beagle Research Selects the Top Marketing Videos
Salesforce.com video tops the list of Beagle's first Short Tale Awards.
The Pluses and Pitfalls of Arbitration
The dispute resolution mechanism is popular, but it may not be advisable for all businesses at all times
Less Automation Needed to Elevate Satisfaction with the Wireless Customer Experience
Satisfaction is much lower among customers who go through automated response systems than live agents, new J.D. Power & Associates research finds.
IBM Partners with SugarCRM and Ariba
Collaboration reinforces IBM's commitment to cloud computing.
St. John to Escalate Its CRM Strategies
As part of the company's customer engagement strategy, St. John looks to Escalate to standardize all-channel clienteling best practices.
SugarCRM and HubSpot Announce Integrated Inbound Marketing Solution
Integration enables organizations to cost-effectively create and optimize a complete inbound closed-loop marketing program.
Pick a Strategy Before It Picks You
Social media engagement requires a well-thought-out enterprise-wide approach
How to Listen to the Voice of the Customer in a Multichannel World
Contact center surveying/enterprise feedback is a vital first step
Stores’ Tenuous Hold
Fickle customers toting mobile devices are just one click away from taking their business elsewhere
Go Beyond Facebook and Twitter
Engage customers with empathy online and offline, advises Social Nation author Barry Libert
Riding the Wave: The Benefits of Building and Maintaining a Cult Following
A B2B Approach to Leveraging Customer Interaction
Belgacom Standardizes on KXEN for Next-Generation Predictive Analytics
The company gains the agility and efficiency to deliver next best actions across all customer channels.
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
Thundering into Social Media
J&P Cycles accrues more than 28,000 Facebook fans in less than a year with RightNow for Facebook
Dingo Brand Sniffs Out a Social Commerce Platform
A pet product retailer dramatically increases average order value by empowering its customers
AT&T Taps Bazaarvoice to Get Closer to Customers on Facebook
AT&T to bring customer ratings and reviews onto its Facebook fan page.
Americans Receive 7 Billion Survey Invitations Per Year
Of those, 2.6 billion are completed, according to Vovici research.
Sixty-Two Percent of Fortune 50 Companies Use Mobile Communications to Reach Stakeholders
But the study also finds that few are doing enough to promote their mobile presence.
The Will, Skill, and Drill of Selling
Why skill alone will never lead to sales success.
No Longer The Text-Best Thing
Text messages remain a big part of any mobile campaign, but these days a multichannel approach is what really connects
Changing the Mobile Channel
Mobile service is finally catching on with consumers of all ages—but not everyone is embracing the same methods
Gartner Releases Its Magic Quadrant for Master Data Management
The 2010 MQ report reveals that MDM is quickly approaching mainstream.
Bazaarvoice Data Indicates Dramatic Change in How People Shop and Buy
As social and mobile technologies transform shopping, retailers embrace innovative strategies for using customer conversations to stay close to consumers.
Verint Systems Releases New Impact 360 Text Analytics Solution
Verint's Customer Interaction Analytics portfolio includes text and sentiment analytics.
Manticore Follows Leads to Fill the Funnel
Manticore Technology offers exciting new product enhancements and hints at future CRM integrations.
Vovici Highlights Seven Voice of the Customer Trends in 2011
Taking action on feedback collected through social media, mobile, and text analytics are at the top of the list.
How Socially Intelligent Are Business Intelligence Vendors?
In Part 2 of its study, Evoke CRM study ranks the most social CRM companies on the Web.
Zuora Launches 4 for the Cloud
Vendor Deep Dive — Zuora, Part 1: The on-demand billing specialist recently unveiled four different editions of Z-Commerce for the Cloud, providing infrastructure for the pay-as-you-go business model.
"Getting Social Customer Service Right" Forrester Research Report
Diane Clarkson, online customer service analyst, lays out the most successful social media strategies across departments.
How Social Are Social CRM Vendors?
Evoke CRM study ranks the most social CRM companies on the Web.
The 6 Goals of Social Media Marketing
Social media usage report reveals that for marketers social media is now a strategic initiative, good content is king, and video will be the hottest social channel.
Social Media as Customer Service
RightNow Summit '10: Panelists discuss how social media should be addressed across all departments.
Crossing the E-Commerce Chasm
As consumers become more and more connected, even leading companies are struggling to keep up.
PivotLink Prepares Business Intelligence for Retailers and Online Marketers
With new industry- and department-specific capabilities, PivotLink expands its BI prowess.
A Boost in Morale May Bolster Customer Loyalty
RightNow Summit '10, Day 2: RightNow's "chief morale officer" explains the value of establishing a corporate atmosphere that's respectful of employees.
SAP Announces 10 New BusinessObjects Applications
DEMO Fall '10: SAP Co-CEO Bill McDermott announces the launch of new applications and champions SAP's partnership ecosystem.
NGenera Rebrands as Moxie Software
A few years following the acquisition of Talisma, nGenera unites its collaboration and customer interaction product sets on one platform.
Dell Acquires Boomi to Provide Cloud-Based Integration Functionality
Dell purchases a cloud adoption firm in a move that analysts believe illustrates the personal computing company's desire to transform itself into a software and services company.
Cisco Systems Introduces Collaboration Software for Social Media Interactions
The communications and networking giant's new Cisco SocialMiner promises ways to increase customer interactions through social media.
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.
The Quick and the Dead
The competitive advantage of getting to a lead first.
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.
CRM: More Relevant Than Ever
We're facing a period of significant change — and measuring the impact of change is what CRM does best.
Interactive Intelligence Collects Latitude Software for $14 Million
The provider of communications services looks to enhance its collections offering.
Ever Talk to a Robot?
Virtual agents are the newest channel for customer service.
Geico Named DMA's Marketer of the Year
DMA2010 — Day Two: Marketing success stories open the day, including an in-depth look at global cosmetics retailer Sephora.
Community as a Strategy
Social CRM and next-generation customer service.
What Will Become of the Web?
Web 2.0 Expo '10 — Day 1: "The world we need is one we've never yet seen," declared Tim O'Reilly at his bi-annual technology event.
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.
Sage Beefs Up Services in Sage Act! 2011
With interface improvements and the introduction of an integrated information service, one industry thought leader remarks that he is "massively impressed."
Making Customer Intelligence Smarter - and More Social
Overtone's enhanced OpenMic product offers a hybrid text-analysis engine.
The Golden Age of WFM
What contact centers must do to manage workforce management.
CRM on Twitter: September 2010
Putting the Pieces in All the Right Places
It's been nearly three decades since a little movie made Reese's Pieces a household name. Have product-placement marketers learned anything since then?
The 10 New Rules of Customer Service
Become more relevant in an increasingly digital, connected, and social world.
The Appeal of Single-Solution Master Data Management
Can your master data and your customer data just get along?
Everyone Wants To Be Relevant
Why relevance engines are what matters now.
XTuple Expands to the Cloud
The open-source upstart announces cloud-based services and three new editions of its flagship product.
Bazaarvoice Bridges the Gap Between Brand Sites and Social Networks
Bazaarvoice releases a product geared toward helping businesses drive customers from social networks to brand Web sites.
The 6 Hidden Dangers of Social Media
CRM Evolution '10 — Day 3: Companies are eager to make their presence known on the social Web, but they must remember to look before they leap.
From Deflecting Customers to Embracing Them
Six ways that the new Internet -- a mobile, social, and real-time Internet -- is changing the playing field for CRM and putting customers back in control.
CRM on Twitter: August 2010
American Express, CDW, and Dell Honored for Customer Empowerment
Forrester Customer Experience Forum '10: Forrester Research Unveils its Voice of the Customer Award winners
Pitney Bowes Acquires Portrait Software
In an effort to provide better predictive analytics, Pitney Bowes pulls out its checkbook.
Amdocs Gets Semantically Intelligent
Tapping into the Franz AllegroGraph 4.0 database, the vendor shares its plans to invest in semantics to unite personalization and predictive analytics with CEM.
Sage Shows New Movement on Old Promises
Sage Act! Mobile Live and Sage CRM version 7.0 offer customers mobility and usability.
Oracle Brings Out Business Intelligence 11g
"Oracle BI is definitely back," comments one industry analyst.
4 Ways to Boost Customer Experience
A new Forrester Research report reveals methods to make customer experience projects matter to companies and consumers.
CDC Pivotal Now Offers Social and Small Business CRM Capabilities
CDC Software climbs out of the shadows with two important product releases.
Chatter for One and All
The cloud computing vendor moves forward with its "Cloud 2" and announces general availability of Chatter, its social networking and collaboration platform.
CRM On Twitter: July 2010
Fishing Where the Fish Are (with Your Influencers’ Help)
The peer influencer in the era of the social operating system and the distributed online community.
Marketo Tries to Make CMOs Merry
With the launch of the Marketo Revenue Cycle Analytics product portfolio, the marketing automation player helps marketers prove ROI.
Gold Mobile and Telcordia Find Mobile Rewarding
The new GoMo Wallet aims to put commerce and transaction functionality in the hands of mobile carriers.
Marketing to the Pack
Transform CRM to recognize the power of self-organizing groups.
IBM Buys Sterling Commerce from AT&T
IBM purchases Sterling Commerce from AT&T for $1.4 billion cash. IBM plans to use Sterling Commerce's software to connect more easily and efficiently with businesses, providers, and customers.
You’re Losing Control of Your Brand Image
It's a matter of technology and numbers.
What Is Going On Down There?
In the land of 'feminine-hygiene marketing,' a new campaign changes the way products are advertised.
Crafting a Community
Companies can corral as many customers as they like, but any true community has to truly benefit its members—customers and companies alike.
Marketing to a Community
Gathering your company's brand fanatics together is only the start. Now you have to mind your messaging.
A Community in Crisis
A specialist in real estate information offers answers amid a sea of foreclosures.
Reaching Customers Through the Cloud
The way products are designed, launched, and serviced will never be the same.
Tealeaf Introduces New CEM Capabilities
New Tealeaf software offers real-time awareness to e-business teams.
Attensity Buys Biz360 for Social Media Monitoring
With a goal to "open up the enterprise," the semantic analytics company purchases the global listening solution provider for an undisclosed sum.
Why Customer Intelligence Is a Bright Idea
Forrester Marketing Forum '10: Analyst David Frankland urges marketers to use "customer intelligence" to drive business strategy.
Cutting Sales Costs, Not Revenues
Many customers don't want or need expensive face-to-face interaction.
Google Bets on Buyers' App-etites
Within the search giant's Apps Marketplace, small and midsize application providers can integrate with cloud-based offerings.
CRM On Twitter: May 2010
Manifestos Are Conversations
More than 10 years after upending the balance between companies and customers, the authors of The Cluetrain Manifesto reflect on its creation—and its lasting influence.
Book Excerpt: The Tribal Experience
Customers may be newly empowered, but they still want to be delighted. Can you still deliver?
Seeing Customers Clearly
Online eyewear retailer EyeBuyDirect.com brings its customer feedback into focus with Kampyle
Angel.com Thinks Analytics Are Heavenly
The vendor partners with business intelligence player MicroStrategy to deliver call analytics to the contact center.
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.
Environmentalism Collides with Cost Reductions in the Contact Center
Telecommuting can save the world, but does it damage service?
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.
Salesforce.com Extends Chatter Across the Cloud
CloudForce 2010: Pushing Sales and Service further into the "Cloud 2," introducing Chatter for Force.com, and unveiling a Chatter-specific AppExchange, Salesforce.com continues to embrace social media, collaboration, and the "Facebook Imperative."
Maximizer Rolls Up Its Mobile, Desktop, and Web Offerings
Version 11 continues along the path of "mobilizing the workforce" and introduces a new all-inclusive licensing option for SMBs.
Alterian Upgrades Content Manager Enterprise
Alterian's new product aims to simplify maintenance of Web-site content.
Cloud Integration Provides CRM’s Missing Link
Addressing the hybrid challenge.
Cross-Channel Marketing Made Easy
Responsys 2010 Spring Tour: The provider of on-demand marketing services unveils a new campaign designed explicitly for social networks.
Market Focus: Consumer Packaged Goods — From Organic Goods to Sustainable Ones
A saturated market for organic packaged goods has sprouted a new demand: sustainability.
CRM on Twitter: April 2010
The denizens of the twittersphere tend to be passionate people already, and the social, political, and cultural sensitivities of the environmental movement only serve to add fuel to that fire.
Going Green, Saving Green
No matter what your company's environmental motivations may be, the bottom line is still the bottom line.
10 Efforts to Make You Green (With Envy)
Think a green initiative is either too lofty a goal or too difficult to pursue? These 10 companies would be quick to disagree.
Marketing the New Green
Companies should be rightly proud of their environmental improvements. So why can't they market those achievements without seeming mercenary?
Hither and Yon
Over the course of his journey with JetBlue's All-You-Can-Jet pass, Eric Barkin crisscrossed the country—10 flights to 8 cities in 30 days. We've adapted his travelogue here, but you can read the full version on our blog at http://sn.im/dcrmblog-aycj.
Retailers Embrace "The New World of Consumer Centricity"
Jay H. Baker Retailing Initiative/Wharton Interactive Media Initiative '10: The chief executive officer of Home Shopping Network details how to engage customers and improve service.
Radian6 Releases an Engagement Console for Social Media
The social media monitoring vendor says the new product "brings the social phone to every desktop in the company."
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.
CRM on Twitter: March 2010
Analysts are an opinionated bunch—especially in the Twittersphere.
The 2010 CRM Service Awards: Rising Stars -- ClickFox (The Quick Fox)
Emphasizing the analytics of customer experience has helped ClickFox make inroads where others have struggled.
The 2010 CRM Service Awards: Rising Stars -- Nexidia (The Wordsmith)
Nexidia is one of the few companies able to decipher speech analytics and make the technology relevant to the contact center.
Leading From Afar
Don't let distance infringe upon effective leadership.
CRM Gives Back
On the Scene: SPSS Directions '09
Possibilities and Potentialities—After the acquisition by IBM, SPSS executives and customers alike predict a bright future for predictive analytics.
Required Reading: Indecisions, Indecisions, Indecisions
The author of "How We Decide" discusses the essential role of customer indecision.
High Five for DB5
With InfoStreet, a consultancy gets enterprise-caliber efficiency on a small-business budget
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
Cegedim Dendrite Acquires SK&A Information Services to Expand Global Database
The purchase allows the life sciences CRM vendor to increase the breadth of its OneKey healthcare data.
Amdocs Releases CES Version 8
The vendor's latest release focuses on enhancing the customer experience by enabling companies to be connected.
Unica Rounds Out Email Offering with Acquistion
The $17.8 million cash purchase of email deliverability specialist Pivotal Veracity is intended to help the marketing automation pioneer compete with best-of-breed email service providers.
SAP Sets Sustainability in Motion
With the launch of Business Objects Sustainability Performance Management, SAP wants to provide companies with holistic views into their sustainable strategies and actions.
Retailers and Hotels Top the 2010 Customer Experience Index
In Forrester's Annual survey, Barnes and Noble, Marriott Hotels, and Hampton Inn and Suites deliver the best experiences.
Where Does Innovation Come From?
Perhaps more than ever, it's a good idea to look for good ideas? But where are they hiding?
Nexidia Seeks to Put Quality in Speech Analytics
The company's latest offering looks to tie individual agent performance more closely with corporate initiatives.
Five Application Development Trends for 2010
Forrester outlines the top changes professionals should make and look out for when moving toward new applications.
Look to Your Top Tier When Budgets Are Tight
How credit card companies are making the most of their existing relationships.
The Moment of Power
Boost customer retention by acting at the right time.
Why You Need Marketing Experimentation
Hint: Desperate marketers rarely win.
The New Customer Record
You need more than just transaction data if you want to take action.
On the Scene: Gartner CRM Summit '09—Trust Is the New Differentiator
Big brands and consumers alike see a newfound value in trust.
Information Overload
Your data is multiplying, your channels are extending, the chatter is never-ending. You're already having trouble keeping up with the stream of information. What happens when that stream becomes a flood?
Customer Service Is the New Research and Development
Only one of these two critical areas of investment requires capital expenditures.
Dressing in Augmented Reality
New solution for online retailers brings the dressing room into the consumer's own home.
Now's a Bad Time to Be "Antisocial"
Ad:Tech '09: eMarketer CEO relays social statistics and strategies and highlights a social customer case study.
Online Retail Makes Marketers' Dreams Come True
Ad:Tech '09: Sites such as Walmart.com prove there's more to e-commerce than just shopping carts.
The 5 Potholes on the Road to Enterprise 2.0
Enterprise 2.0: Andrew McAfee, the man who coined the term "Enterprise 2.0," says the key to the transition involves sharing, not scaring.
5 Ways Your Webinar Can Be a Killer Sales Tool
Say goodbye to boring teleconferences—and hello to riveting, interactive events.
Socializing with NetSuite and InsideView
NetSuite's first "premier partner" is a vendor that specializes in making social media work for the enterprise.
Marc'ing Time in San Francisco
It's been 10 years since the founding of Salesforce.com, and CRM has never been the same.
CRM on Twitter: November 2009
What does the Twittersphere think of Salesforce.com?
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?
Consumers Care About Needs, Not Channels
Forrester Consumer Forum '09: In order to interact with the multi-channel customer, companies must recognize changing consumer behaviors, expand reach on multiple channels, and embrace digital tools.
Finding the ‘Where' with Software
SpatialKey's on-demand solution boasts a geographic information system (GIS) that's both low cost and caters to the business user.
7 Rules for a Smart Social Strategy
Mediabistro.com's UGCX '09: A Forrester Research analyst outlines the impact of social media on business.
SAP Calls on Companies to Embrace "The New Value"
SAP World Tour '09: Morning keynote addresses challenge attendees to take charge — or risk failure.
Time to Get Pragmatic about Enterprise 2.0
Industry thought leaders -- Hinchcliffe & Co., Asuret, and Socialtext -- join forces to drive success in enterprise social computing projects. Plus, Socialtext calculates an announcement of its own.
Ring in the Holiday Sales
Click-to-call increase conversions, with instant access to sales associates.
Voice Self-Service to the Rescue
When live agents can't be had, interactive voice response systems may suffice.
The Message Has Two Faces
Find the truth hiding behind the brand.
The Evolution of E-Learning
As contact centers adapt to the needs of a recession—and an increasing number of Generation Y staffers—the systems designed to train agents have to adapt as well
Avaya (Finally) Closes Deal for Nortel Assets
Months after entering into a "stalking horse" agreement to purchase the Enterprise Solutions businesses of bankrupt Nortel Networks, Avaya ends up spending nearly twice as much as it originally offered.
6 Ways E-Commerce Survived the Recession
Shop.org Annual Summit '09: A record number of attendees gather to learn strategies for the changing e-commerce landscape.
Retail Buys Into New Social Media Tools
More retail merchants are on Facebook and Twitter than they are employing customer reviews and viral videos, according to a survey by The E-tailing Group.
E-Commerce Can Save Your Business -- or Sink It
Gartner CRM Summit '09, Day 2: Analyst Gene Alvarez emphasizes the strategic importance of expanding e-commerce with the power of Web 2.0 technologies.
Visible Technologies Keeps an Eye on Use Cases
The social media monitoring company extends its truCast Suite and segments its capabilities based on user needs.
Marketers Need to Fully Own the Customer Experience
Enough with the promotions, customers demand better service.
5 Strategies for Creating a Competitive Edge
CRM Evolution '09: CRM consultant shares tips for barreling through the economy and thriving in a post-recession world.
CRM Evolution '09: All the Links You Need
CRM Evolution '09: Your one-stop shop for all the news and coverage coming out of CRM magazine's annual conference in New York.
Google Leaves Users Satisfied
Driven largely by the search engine giant, e-business receives a customer satisfaction score of 81.5 this quarter, up from 79.3 a year ago.
The 2009 Influential Leaders - The Event Horizon
TIM O'REILLY
FOUNDER AND CHIEF EXECUTIVE OFFICER, O'REILLY MEDIA
The 2009 Rising Stars - Jigsaw
Purifying the Data
The 2009 Market Leaders - Small-Business Suite CRM
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 CRM Market Awards: The 2009 Market Leaders
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
Microsoft’s Million-Member March
Milestones and roadmap promises at the vendor's Worldwide Partner Conference '09.
CRM on Twitter: September 2009
How United Airlines learned that customer dissatisfaction + social media = a first-class pain.
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.
Interactive Spending Expected to Rise to $55 Billion by 2014
Marketers are cutting costs and opting for cheaper, more measurable tactics.
Channeling My Frustration
Words, words, words. Why don't they mean what they used to?
Do You Know Your URLs?
Not every marketing effort includes a campaign-specific Web address -- but some of the ones that do aren't doing a very good job of connecting to the main brand.
Do You Know Your URLs: The Answers
Think you know the score? Guess again.
Feedback: August 2009
Readers tell us what they think of "social" technologies.
Healing the Sick
Facing regulatory requirements, spiraling costs, and an aging (and ailing) customer base, the healthcare industry looks to CRM to balance a pair of age-old doctrines: First, do no harm—and physician, heal thyself.
Serving Up Service Strategies
Delivering quality customer service means making quality shots.
Patience for Patients
Improved surveying techniques improve a hospital's patient centricity.
Are You Ready to Zwitch to Zoho?
The productivity suite provider integrates email and CRM, beefs up its Projects application, and entices Salesforce.com users to switch over.
Beyond the Hype: CRM Applications Endure
Forrester principal analyst William Band takes a deep dive into technologies that have evolved from having "overhyped expectations" to becoming critical to the "enterprise competitive strategy."
The Overstuffed Inbox
A decline in email responsiveness creates enormous opportunity.
Marketers and Mobile Carriers Put Best Practices in Motion
For the first time, U.S. mobile carriers and the Mobile Marketing Association have collaborated to create a single standard for mobile SMS marketing.
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.
Allegiance Acquires Inquisite
The enterprise feedback management vendor scoops up an online-survey software player.
Know Your Triggers
In a tough economy, intelligent lead generation proves its importance.
Responsys Gets Personal
By integrating data collected by its recommendation-engine partners, Responsys aims to help clients deliver highly personalized emails.
Whuffie Doesn’t Grow on Trees
Forget money: Trust, transparency, and value represent today's social currency.
CRM on Twitter: July 2009
Feedback: July 2009
A reader offers a Pre-view on smartphones, and "Pint of View" generates some responses.
Socializing with Gen Y
Latest report from Forrester's "Designing for Gen Y Series" examines one of four approaches for engaging with Gen Y on the Web.
Tying Together Social Service and CRM
Helpstream adds deeper integration and a bolstered best practices community with its latest release.
Envision Takes a "Real" Look at Speech
Envision Telephony wants to deliver a "realistic" speech analytics solution with InteractionIQ.
Avaya Takes a Fresh Look at the Midmarket
Industry pundits say the latest initiatives will help the company play catch-up.
The Social Media Monitoring Cheat Sheet
An Aberdeen Group study suggests it's not too late to begin tapping into social media to manage your brand reputation online. Not yet, anyway.
Does Mobile Need Social?
Mobile Marketing Forum '09: The quintessential benefit of social media is the ability to stay connected anywhere, anytime. That makes social media reliant on mobile technology -- but is the reverse also true?
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?
Service and Social Media: You’re Not Social (Enough)
Communities and channels are rapidly expanding — and your company needs to at least know its place in all of them.
E-Discovery Goes Global
Kazeon Systems' latest triad of products targets a globally distributed workforce.
Paperless Marketing for the Digital Consumer
No-programming-necessary software allows the traditional direct marketer to offer the choice of receiving marketing materials as desired.
ClickFox Analyzes the Customer Experience
The vendor's packaged solutions target three specific pain points in the contact center.
Demandbase Provides More Tools to Capture Ripe Leads
The provider of lead-generation solutions unveils Demandbase Professional 2.0 to help B2Bs target the right people at the right time.
SupportSoft Speeds Up Proactive Support
The launch of Performance Manager aims to automate computer maintenance and reduce the number of calls to the service desk.
Sage Expands Its Social and Cloud Computing Plans
Sage Insights '09: Executives revisit the Sage CRM 2010 roadmap with insight into what CRM users want -- and are ready for.
Crafting a Strong Sales Contract
Well-written contracts are key to protecting your business.
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."
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.
Government Agencies and Internet Retailers Lack Trust
In a down economy, consumers are vulnerable to Internet scams, but many government and Internet retailers are still neglecting to implement preventive measures.
Workforce Optimization Rises Above the Recession
Automating and optimizing work processes will boost the market for the foreseeable future.
CRM on Twitter: May 2009
How have retailers fared in the twitterverse?
Feedback: May 2009
Decisions, Decisions
Neither your best guess nor your gut instinct is good enough anymore. Fortunately, with enterprise decision management, the technology and methodology now exist to help you reach a better conclusion.
Jigsaw Cleans Your Cloud
The online business directory's new Data Fusion product targets issues of data quality.
Customer Satisfaction with E-Gov Declines
Expectations are high for the new administration, and even with the first "President 2.0" in office, government Web sites are slow to change.
What Is Sales Support Costing You?
A new study from Forrester Research reveals a sofa cushion where sales budget money gets lost.
Can Marketers Afford Customer Centricity?
"What marketing really needs to be doing is driving business," says a CMO Council executive.
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.
We Reserve the Right to Screw Up Your Service
Service gaffes are part of life, but some of them are just astounding.
On The Scene -- Net Promoter Conference ’09: Can You Hear Me Now?
Wireless service providers aren't listening to their loudest customers
CRM on Twitter: April 2009
Customer service tweeps speak for themselves.
The 2009 CRM Service Awards: Table of Contents and Introduction
The leaders, the winners, and the honorees -- the best of the CRM service industry over the last 12 months.
The 2009 CRM Service Awards: Service Elite -- Introduction
This year's class of four companies impressed us with their CRM service-and-support efforts—and, more important, they impressed their customers.
The 2009 CRM Service Awards: Service Elite -- Bath & Body Works: Spiffing Up the Center
Astute Solutions helps Bath & Body Works' knowledge management system smell like roses.
The 2009 CRM Service Awards: Service Elite -- CBS Interactive: Playing the Games
CBS Interactive optimizes online service across all its sites so customers never miss a minute of the action.
The 2009 CRM Service Awards: Service Elite -- Municipality of Coamo, Puerto Rico: Pleasing the Public
The Municipality of Coamo, Puerto Rico, connects to the community with Microsoft Dynamics CRM and Rock Solid Technologies.
The 2009 CRM Service Awards: Service Elite -- LifeLock: Scaling for Security
Identity-theft guardian LifeLock finds the key with on-demand contact center platform LiveOps.
Re:Tooling -- Knowledge Management: Knowledge (Management) Is Power
The need for knowledge now permeates the enterprise.
Speed Up Sales in a Slow Economy
Focus on lead quality and refined marketing spend to get the job done.
4 Rules to Recession-Proofing Your Brand
Search Engine Strategies NYC '09: In the current economic climate, even top-shelf brands need to be wary. "Marketing must move from passion to compassion," according to a presenter.
Mobile's No Place for a Browser
Gartner Wireless Summit '09: More than anything else, consumers want time- and location-sensitive information.
Contactual Unveils a Revamped Contact Center Platform
One pundit believes the company is poised to take advantage of a growing demand for hosted customer service solutions.
Yes Pecan!
In tough economic times, people are forced to dig a little deeper.
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.
Innovation Nation: 5 Marketing Campaigns for a New Generation
The country's in a turbulent period—a new administration, a recessionary economy—but these campaigns prove that creativity thrives in the face of change.
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.
Self-Service Goes Mainstream
Make sure your self-service is providing the right service.
Newegg Takes the Lead in Customer Satisfaction
Despite a slight drop in customer satisfaction, e-commerce and retail put up a strong fight against the economy.
What You See Is What We've Got
ANA TV & Everything Video Forum '09: No matter what screen the consumer's looking at, the video message still needs to connect.
Listen and Ye Shall Hear: 2009 Forrester Wave on Listening Platforms
Forrester Wave on Listening Platforms '09: The analyst firm listens closely to a market segment that used to be known as brand monitoring.
No Money in UGC Video...Yet
User-Generated Content Expo '09: What's the value of a video that's been seen a million times, if no one buys anything?
The 6 Principles of User-Generated Content
User-Generated Content Expo '09: Executives of iStockphoto explain how passion -- backed by user insight -- can be the foundation for a booming business.
5 Basic Steps to Maximize Online Sales in Any Economy
Personalized, relevant pitches are key.
Outsprinted
Telecom giant Sprint cuts telecom contact centers.
CRM on Twitter: February 2009
The recession casts a cold shadow over the Twitterverse.
Make Marketing Your Megaphone!
When budgets are tight, it's your job to calm skittish customers and capture the few viable prospects. You can't be everywhere at once, so be where you're most effective.
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?
Keeping Your Financials Intacct
The provider of on-demand financial applications launches its Winter 2009 product.
The Business Intelligence Advantage
Enterprise search tools solve the usability puzzle.
Marketing Trends for 2009
"Customer satisfaction" and "customer retention" top the list for marketing executives.
A New Destination for Mobile Users
New online community offers mobile computer users the chance to help reinvent product development.
30,000-Foot Views of the Cloud
A few insights on the subject from various thought leaders.
Feedback: January 2009
Readers talk about home agents, new consultants, and business architects.
Email: What’s Inside?
There are several layers to effective email messaging. Delivery is the first one, but getting customers to open and act on emails is what matters.
Amazon.com and Netflix Score in E-Commerce Customer Satisfaction
In this recessionary holiday season, the two online players tie for first, while all others fall short of "excellence."
Siemens Communications Looks to Break Down Silos
The new multi-tenancy licensing option in its OpenScape Contact Center solution opens up new markets for the company, says one analyst.
Sprint: Please Hold for Silence
Sprint Nextel will close contact centers in response to lower demand for customer service while increasing its marketing efforts.
Bazaarvoice's Quick Take on Reviews
A new tagging feature aims to make reviews more easily accessible.
Trigger Marketing Hits the Bull's-Eye
A new report from Aberdeen suggests that the best time for marketers is when customers are communicating through their actions.
Rejecting the Turnstile Relationship
Instead, invest more in your best customers.
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?
The Magic of New Mindsets
NACCM '08: The morning keynote presenters stressed the power of shifting philosophies through the power of storytelling.
Get What You Pay For and Pay For What You Get
Or: How I learned to stop targeting and love the results.
Voice of the Manufacturer
A new solution by Bazaarvoice aims to bring manufacturers into the conversation.
Avaya Goes Vertical with Proactive Outreach
The company's new outbound messaging offerings will first target financial services and healthcare industries.
2009 Holiday Retail Forecast: "It's Going To Be a Disaster."
A depressed shopping season may lead to a transformation of consumer behavior -- and the disappearance of several brand-name retailers.
“One and Done” Marketing Should Be Over and Out
A multitouch, multimedia approach can multiply your marketing results.
From the Rolodex to the Cloud
A CRM pioneer's look at the evolution of sales and marketing tools.
A Disaster Waiting to Happen?
Business continuity and disaster recovery are often overlooked.
Working with the Years
In a multigenerational workforce, knowledge transfer becomes an ever-more-complicated challenge.
Who, What, Where, When, Y
The members of Generation Y are young, they're smart, and they're paving (if not paying) their own way. So who's following whom?
The Slackers’ X-cellent Adventure
Generation X has a reputation for aimlessness, but, in truth, its members are concerned about the future—and they're using their resources accordingly.
The Boomer Boom
Revolutionary from the day they were born, Baby Boomers will continue to dictate—with their wallets—how they're targeted by marketers.
The Matures Endure
They're sticking around longer—that means their spending money has to last as long as they do.
The Maturing of MDM
MDM Summit '08: Vendors and customers bemoan the growing pains of master data management -- and revel in its growth spurt.
Are You Ready for MDM?
MDM Summit '08: Master data management isn't easy, but experts believe there's never been a better time to get started.
Don't Pull Back on Push Marketing
Direct Marketing Association '08: In a down economy, marketers and advertisers have no choice but to look up.
Big Incentives Can Drive Bad Behavior
Are misdirected sales incentives putting your brand at risk?
These Marketing Messages Go to 11
if the message in a television commercial isn't compelling, simply raising the volume isn't going to make it so.
Sprinting Toward Disaster?
The mobile-service provider runs into problems and looks to customer experience as a solution.
CRM on Twitter: October 2008
Customer experience tales across the Twitterverse.
There's No Place Like Home
As technology drives flexibility, the living room is becoming the new contact center. Will customer service ever be the same?
The Sweet Smell of High-Quality Service
Bath & Body Works delivers a superior customer experience thanks to Astute Solutions.
CRM Eases the Pressure for WIKA Instruments
Selltis helps gauge sales solutions for a maker of industrial gauges.
Consistency is Key in Web Self-Service
destinationCRM Exclusive: New survey data finds customer adoption is growing, but companies need to create a strategy to attract -- and keep -- loyal channel users.
Emotion Detection: What’s the Hold-Up?
A customer service tool that has yet to realize its full potential.
The Industry According to Benioff
Gartner Web Innovation Summit '08: Salesforce.com chairman and CEO weighs in on the evolving software landscape and his CRM company's monumental leap onto the platform.
Is Customer Experience Experiencing Critical Mass?
100 percent of companies surveyed by Aberdeen Group report either having customer experience management in place or planning on having it within 30 months.
Advanced Marketing Analytics: The Next Big Thing
The marketplace is demanding a new type of analytic platform.
Break the Rules to Win in Customer Service
Out-innovate the competition in 9 contrarian ways.
Data: A Flashlight to Sales Innovation
Analyzing performance companywide can uncover ideas that work.
Are Support Systems Way Off-Base?
Web 2.0 technology leaves many companies' knowledge base systems in the dust.
The 2008 CRM Market Awards: Table of Contents and Introduction
CRM magazine announces the winners of its 2008 CRM Market Awards.
The 2008 CRM Market Awards: Influential Leaders -- Introduction
The visionaries shaping the CRM industry.
The 2008 CRM Market Awards: Influential Leaders -- Kevin Bandy
The Rethinker: Kevin Bandy -- partner & manager of directory sales and marketing transformation, Accenture.
The 2008 CRM Market Awards: Influential Leaders -- Bill McDermott
The Rock: Bill McDermott -- president and chief executive officer, SAP Americas & Asia Pacific Japan.
The 2008 CRM Market Awards: Market Leaders -- Marketing Automation
Penetration remains a challenge for all players, but Unica leads yet again.
CRM for Free? Concursive Gives It Away for a Year
The open-source CRM vendor offers a free yearlong trial of its ConcourseSuite 5.0 for businesses with up to 100 users.
From Web 2.0 to Market 2.0
Using the new tools -- and the wisdom in the collaborative consciousness of markets -- to understand your customer.
Demandbase Helps Harvest Leads, One by One
The software-as-a-service demand generation specialist gets on the platform bandwagon, and releases a free tracking widget as well.
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."
The Unseen Force Behind Customer Experience
destinationCRM 2008: The missing link in providing quality service is an effective contact center manager.
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.
Return Path and Habeas Deliver on a Merger
Former competitors aim to strengthen their collective market presence to promote the importance of email reputation management and deliverability -- in short, the "mission of saving email."
Your Web Site Is Your Oyster: 10 Pearls of Wisdom
Affiliate Summit East '08: The head of Internet marketing company Ten Golden Rules shares the top 10 online trends -- and how to make them work for you.
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.
Maximum Security
You're nothing without your data -- so what are you doing to protect it?
CRM Searches for Search
The technology to locate information may be readily available, but can CRM systems uncover their own buried treasure?
Forrester Acquires JupiterResearch
A $23 million dollar deal joins the two technology and market research firms.
How to Make the Most of Every Customer Contact
A set of 5 rules to live by.
10 Rules to Achieve Pricing Confidence
Understand and project your value.
Can Email Marketers Learn 2 <3 SMS?
As email service providers extend their expertise to SMS and text messaging, consumers may have to be induced to respond.
SoundBite Communications Sinks its Teeth into Collections Pain
The multichannel communications provider's offering has the potential to accelerate adoption of hosted solutions in this space, according to an analyst.
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.
Talisma Mashes Up the Enterprise
The customer interaction management vendor -- now an nGenera company -- partners with Denodo to offer data mashups.
Market Focus: Healthcare -- A Prescription for Satisfaction
As healthcare becomes more technologically advanced, are patients better served?
Another Bright Idea out of Edison
From the famous inventor's hometown, CheckPoint HR gets insight and cuts costs with Microsoft Dynamics GP.
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.
Magic Quadrant on Service Providers Provides a Boost for Accenture
Magic Quadrant '08: With calm but constant growth in the CRM service provider space, the largest firms still lead the way.
Intridea 'Widgetizes' Customer Feedback
With CrowdSound, companies can put an ear to customer noise.
Web 2.0 Technologies Remain Top-of-Mind for Most Companies
A recent study from the SSPA finds "higher-than-expected" gains in customer community and wiki adoption.
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."
The Target Controls the Arsenal
Persona-shifting takes care of the "Ready, Fire, Aim" mistake.
NetSuite BOSes Its Way into Manufacturing
Will on-demand ring a bell in manufacturing? The SaaS pioneer rolls a new vertical integration off the assembly line, and its partners are also building for the industry using NetSuite's Business Operating System platform.
Disbanding the Change-Prevention Committee
Those who resist innovation may doom it.
We Are What We Expect
Shifts in customer satisfaction need to take into account shifts in customer expectations.
Innovation Can Be Scaled
Game-changing evolutionary insight may be sitting right under your nose.
Lollipop Loyalty
As rewards programs proliferate, your best customers want -- and deserve -- more consideration.
Believe the Hype about Hosted Contact Centers
After years of build-up, how much longer should we wait for the market to mature?
Upping the Ante to Create and Deliver Value to Customers
MasterCard's strategic transformation to drive differentiation.
Intervoice Looks to Break Contact Center Silos
The company's new Contact Portal combines the functionality of its contact center offerings, enabling consumers to receive customer service on their own terms -- and through their preferred channel.
The Tipping Point for Call Automation
Now available as a Web 2.0 service, millions can finally deploy it.
MDM Gets Trendy in 2008
As master data management moves out of the early-adoption phase, Forrester Research forecasts trends for the year, reasons for failure, and recommendations for future success.
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.
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.
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.
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.
The Moving Target
Mobile phones have been around for decades -- but the ability to market to mobile-phone users is relatively new. No wonder marketers are still struggling to get it right.
And They're Off!
Offshore, that is--and nearshore, and homeshore. When it comes to outsourcing contact centers, it's a whole new horse race.
Are You Ready to Party?
When friends have fun, brands get a big benefit.
Finely Tuned Marketing
Unica's Marketing Innovation Summit '08: As customers take the stage, marketers have to stop singing and start listening.
LiveOps Dials in Telephony to Salesforce.com's AppExchange
The announcement underscores efforts to speed contact center adoption of on-demand software; a Salesforce.com executive says LiveOps will "help us integrate better to telephony systems."
The 2008 CRM Service Awards: Table of Contents and Introduction
The leaders, the winners, and the honorees -- the best of the CRM service industry over the last 12 months.
The 2008 CRM Service Awards: Elite -- Introduction
These four implementations -- successfully undertaken by wildly different companies utilizing products from a variety of vendors -- represent the very best of this year's efforts.
The 2008 CRM Service Awards: Elite -- International Cruise & Excursions
International Cruise & Excursions sails into workforce management with Aspect Software.
The 2008 CRM Service Awards: Contact Center Search
In a contact-center-specific adaptation of knowledge management, InQuira is this year's answer.
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.
Bringing Science to Sales
Existing CRM deployments can help with mastering the art of the deal.
Everything Is Social
The word is everywhere now: social networks, social frameworks, social platforms.
Heavy Competition Drives Bilingual Offshore Market
New research reveals increased competition among Latin American nations looking to provide customer service for America's rapidly expanding Hispanic markets.
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.
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.
Amdocs Beefs Up Its Consulting Services
The vendor believes consulting on business processes, not solely on software implementation, is the key to unlocking a valuable customer experience.
Monitoring the Quality Monitors
What you need to know about quality management and liability recording solutions.
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.
CRM Market Set to Double
Recent studies predict the global CRM market will double within six years, and suggest explosive growth in CRM adoption across every segment -- especially on-demand CRM.
Market Focus: Manufacturing -- Customers, Meet Your Makers
Thanks to increased adoption of CRM, manufacturing is putting things together.
The Master Piece
As unified data hubs go mainstream, here are six broad strokes to help you master the art of master data management.
Verint Makes a Speedy Impact
The company's acquired Witness arm launches its latest workforce optimization suite, Impact 360, stressing analytics prowess and integration.
Keeping Pipeline Insights Actionable
Existing CRM technology assets can drive incremental growth by improving sales pipeline management.
Help Them Help Themselves
Web self-service means having your customer become her own customer service rep -- but without making her resent doing what a real CSR can do in a fraction of the time.
Dreamforce '07: Highlights from the Salesforce.com Scene
Dreamforce '07: A summary of what's on display from Salesforce.com partners at the company's annual convention.
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.
Master Data Management: Considering the Customer First
Get an enterprisewide system of record.
Owning E-commerce Technology
Simplifying the business will allow e-commerce managers to focus on core competencies that drive the top line.
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.
Lord of the Undead Vendors
He'll saaaahck your braaaahnd.
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.
Satisfying a Double Standard
How to capture the real self-service opportunity.
THE 2007 Service Leaders, Part 1
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 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.
Keeping the Store
Information-based marketing programs deliver real value without companies having to spend millions.
A Dot KANA Solution
KANA releases KANA OnDemand, a fully integrated SaaS customer service suite, to lower its software's implementation costs and increase its company's midmarket share.
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.
Introduction to Generation Nation: Table of Contents
Generation Nation '06: This special issue presents an overview of population trends for consumer strategists that divides America into a nation of generations.
Salesforce.com's Dreams of Apex
Dreamforce '06: Marc Benioff outlines the company's new customization and programming platform, discusses community development, and announces Winter '07.
Driving Direct Marketing's Next Generation
The opportunity for muscular returns continues to grow.
The 2006 Rising Stars
Innovation and smart partnering--perhaps the keys that unlock doors to the CRM big league. These five companies excel at novel product concepts and some have made keen M&A moves this year. Both types of effort portend serious shots at the show.
LexisNexis: Helping Firms Wise Up
Its Client Development solutions line aims to help professional service firms stay competitive in a notably saturated space.
How Much Is Your Customers' Trust Worth?
The bottom line on the theft and privacy of CRM data.
Customer Segments Matter
Define and manage them in the organization so that their value is specifically differentiated.
The Promise of Digital Advertising
New opportunities exist for nimble CRM marketers.
Reaching the Next Level of Performance in Marketing
Marketers should expand their focus and look for opportunities to drive incremental revenue across all stages of customers' interactions.
The 2006 Rising Star and Service Excellence Awards
With our second annual Service Excellence award, we're spotlighting a company that positioned itself as the market-share leader in its space -- and introducing CRM magazine's Rising Star awards.
The 2006 Service Leader Awards, Part 1
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.
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.
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.
Two Newspapers Deliver Privacy Breaches
Management is taking steps to prevent misused information; analyst says the mishap likely won't affect reader loyalty.
BPO's Next Level
Capitalize on the unexpected opportunities in CRM business process outsourcing.
Put More Feet on the Street
To extract more value from existing sales machinery, B2B companies must address fundamental sales productivity inhibitors, focusing first on process, policy, and guideline improvements.
Marriott Vacation Club Time Shares Customer Data
Sensitive backup tapes go missing from a division headquarters in Orlando, exposing 200,000 people to fraud.
FrontRange Heads Toward Privacy
A tech-focused private equity firm gives the midmarket CRM company access to deeper pockets, which one analyst says could portend an aggressive growth strategy.
Unleashing the Partnership Marketing Opportunity
Create better products and more effective marketing campaigns at lower cost.
The 2005 CRM Market Leaders, Part 2
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.
Best Practices for Online Surveys--A Five-Step Process
Learn the why and how of leveraging online surveys for greater CRM.
Hold Yourself Accountable Or Someone Else Will
A 6-point agenda for sales and marketing executives.
100 Proven CRM Ideas, Part 1
...successful and disastrous: 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Edited by David Myron
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 30, 2005
Verizon ammends MCI terms; Google acquires Urchin Software; Siebel releases CRM OnDemand 7.0.
RFID: Ready for Industry Deployment?
The product-tagging system must be used as more than supercharged bar codes.
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.
Quick Wins
Keeping Pace With Sales
There is increasing adoption of mobile and wireless devices, with tablet PCs expected to gain more and more in popularity in the next few years.
Contact Center Market Absorbs IP Telephony
The current IP telephony standard, known as H.323, will need to be replaced for the real uptake to begin.
E-Government Spending on the Rise
The report anticipates moderate growth over the next two years for state-and-local e-governments, but by 2006 expects to see the beginning of a growth cycle to reach a compound annual growth rate of about 30 percent through 2007.
Cashing In on Customer Loyalty
Harrah's results are so impressive that other casino operators are copying some of Harrah's more discernible methods.
The 2004 Service Leaders--Part I
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.
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.
What's Your Plan for 2004?
That's because good plans don't come from looking at the most information, but from looking at the right information.
Scrooged Again
Companies practicing customer-centricity (i.e., enterprise CRM) have been lying for decades. They have been telling untruths to themselves, and to others, about what customer-centered management really is, and what is truly required to deliver it.
Leveraging Customer Value Management
From the insurance industry's perspective, the integration of different product lines into a single business unit sounds like a prime opportunity to reduce operational costs, grow revenues, and improve profitability.
Customers Are at the Core of Profitability
CRM suites have broadened significantly from their roots, but companies are finding that the automation and successful execution of a company's revenue strategy clearly requires a different focus.
The 2003 Market Leaders (Part 2)
CRM magazine scrutinized CRM suite vendors and related categories to uncover the top-five leaders in each category: enterprise CRM, mid-market CRM, analytics, contact center outsourcers, and consulting firms. The results are based on a combination of weighted criteria, including revenue and revenue growth (last four completed quarters, ended March 30, 2003), market share, customer wins, and reputation for customer satisfaction.
Get Marketing ROI Now
Marketing professionals justify their value in contributing to an organization's financial success by setting goals and managing expectations; by developing and executing results-oriented campaigns; and by measuring and quantifying results, among other key actions.
Accenture Leads Consulting Pack
Using a methodology called the Forrester Wave, the research group examined the consulting firms' CRM practices across three areas: market presence, strategy, and current offerings.
Creating True Communication With Customers
Relationships, even eCRM relationships, are a two-way street.
Vertical Focus: Manufacturing
Accenture and Inforte Get Top Ranking
Magic Quadrant '03: The report puts leading service providers into four key areas (challengers, leaders, niche players, and visionaries), all measured against each other by their ability to execute.
Preview 2003--What's in Store for CRM? (PART 1)
CRM magazine interviewed more than 30 industry leaders and surveyed about 100 readers to uncover what they expect to and predict will happen in the industry in the coming year.
News Roundup
Many companies have been slowing things down over the past month as holiday shopping and spending dominated the lion's share of business coverage. But there has been some below-the-radar news, including parterships and product announcements.
Madison Ave Veteran to Head Up SF Interactive's New Unit
SF Insight will focus on data analytics and relationship marketing services
The Benefits of B2B Exchanges
Business-to-business (B2B) exchanges or marketplaces provide dramatic opportunities to automate collaborative business processes with customers and suppliers, generate internal efficiencies, and reach new markets at minimal cost. Here's how to take advantage of the opportunities and avoid the pitfalls of B2B exchanges.
CRM's Must-Have
Microsoft Business Solutions is releasing its own CRM product.
Pivotal Retrenches for 2003
Mid-market CRM software developer Pivotal Corp. today said that cost-cutting measures helped narrow its net loss in light of sluggish sales in the first quarter of fiscal 2003, ended Sept. 30, 2002.
J.D. Edwards Standardizes on IBM
J.D. Edwards & Co. recently announced plans to standardize its suite of business applications on IBM's collaborative business infrastructure.
FrontRange Runs On .Net
Mid-market companies show their wares at DCI
The Truth About Turnover
Many sales executives boast about their managerial excellence, citing low turnover as proof. Sure, a high employee-retention rate can be evidence of a manager's ability to foster a great and productive workplace. But those turnover numbers also might suggest the opposite-a culture of entitlement, one that fails to challenge employees, or one that simply does not demand excellence.
J.D. Edwards Conference Finds Users a Mile High
At its annual user conference, held this week in Denver, J.D. Edwards & Co. introduced an updated version of its family of products and services, new partnerships, and several customer wins and implementations.
Return On Investment
Return on investment (ROI) is a financial calculation that indicates the degree to which benefits exceed the investment for a given project or initiative. ROI is applied to initiatives that utilize capital resources because unlike expenses, capital is used to acquire assets that have a longer term impact that will either help or hinder the organization as it operates in the future. The calculation of ROI is in the form of a ratio where benefits are in the numerator (top) and investment/costs are in the denominator (bottom). By itself, ROI is just a number.
Shaking Shyness
Baan Americas President Susan Heystee Speaks Out
What is collaboration?
Is improved collaboration the answer to your companies' prayers? Many executives think so, and it's easy to understand why. Everyday, executives see the need for their employees to collaborate. These needs, which executives hope can be dried under the umbrella of collaboration, come in many shapes and sizes:
PeopleSoft Turns Up the Heat
PeopleSoft makes its big bet on e-business at its strategy summit in Las Vegas.
Creating a Successful Sales Culture
Your front-line managers can drive sales -- or drive away your best salespeople
When People Equal Profits
A solid staffing plan will improve a company's profitability.
To Host or Not to Host
Who says the ASP model is dead? With CRM implementations becoming more comprehensive and the economy more dubious, some companies are turning to CRM-specific hosting providers as an alternative to the costly and time-consuming task of managing and maintaining CRM data in-house.
Part VI: Targeted Online Marketing
Sixth in a series of six articles on CRM by Ashley Friedlein, CEO of London-based e-consultancy.
News In Brief
Headlines and events in the CRM space.
PeopleSoft To Terrorists:
Company executives say business must proceed after the attacks on New York.
Mission Critical: Encouraging Collaboration
Breaking down boundaries between internal departments and outside partners proves vital to CRM success.
Field Workers Take CRM In Hand
Tailoring your CRM programs to the needs of your field users can help you gather crucial information about customer needs and opinions.
Creating Cost-Effective Call Centers in India
India's high population of English speakers and low land, personnel and resource costs are just some of the advantages that are causing many companies to establish their call centers on the subcontinent.
Chuck Bay
Kana's CEO takes on the CRM big boys.
Back to the Drawing Board
A bulletin board of CRM implementations.
News In Brief
CRM news from around the industry.
Call Center Gets a Hand
Cyberrep employs Palm handhelds to improve quality monitoring.
The Quest for Customer Centricity--Part II
Achieving customer focus is a matter of identifying customer needs--and re-evaluating how you meet those needs.
2002 Predictions: Experts Find the Silver Lining
destinationCRM.com's Experts On Call look to 2002 with the following question in mind: How can businesses best reassess their products and strategies to move forward into 2002?
Mixing Cultures to Create Cost-Effective Call Centers
International CRM News
Striking Gold
iMarket's marketplace gold solution delivers an enormous database of potential leads and the prospecting tools to mine them.
Changes
 
The Quest for Customer Centricity
The steps to achieving customer focus--and increasing retention and satisfaction rates--are not as difficult as you may think.
Reinventing Document Management for Modern Business
Document management tools were originally designed to deal with static documents that emulated their paper counterparts. But as content delivery becomes increasingly dynamic and collaborative, document management must change as well.
Building Better Service Level Agreements
Service level agreements provide a performance benchmark that can build customer trust and attract new users. New solutions are available to help companies create and adhere to their SLAs; however, experts urge finding a good match before adopting one.
KM Empowers Supply Chain Management
Sharing knowledge between members within a supply chain can streamline the manufacture and exchange of goods. But experts caution manufacturers to examine the specific knowledge needs of their partners, as well as the risks involved in sharing information.
Web Extra: The Human Side of Automating the Field Force
A Q&A with Yankee Group's Brian Jones.
Choosing the Right Call Center Technology
As customer interaction centers struggle to implement technology, speech recognition technology is emerging as a viable tool--but not a complete solution.
New Laws May Force Workers to Hang Up and Drive
Remote-connected employees depend heavily on their cellular phones to let them conduct business on the road. But growing public concern about the safety issues involved may prevent workers from staying connected while driving.
Giving CRM the e-Learning Edge
By providing context-specific, just-in-time learning, managers can overcome reluctance to adopt new CRM tools, reduce training time and improve employee performance. The key lies in when and how to introduce e-learning into the project.
Part Six: Putting it All Together
This final installment in the six-part CRM Strategy series deals with execution of a CRM strategy.
A New Language for Effective Searches
Natural language based search tools represent an important advance in data search technology. But are they advanced enough to truly benefit corporate users?
Converting Field Data Into Corporate Assets
If only you could capture, analyze and act on the details of the relationships that go on from day to day and year to year between your field people and the clients they serve you could mine a rich new resource- -field data- -which could become an invaluable corporate asset.
August 15, 2001 Web Chat: Personalization vs. Privacy
If you missed the August 15, 2001 Web chat, here is a full transcript of the event. Forrester Research analyst Chris Kelly and CRM magazine contributing editor Jason Compton examine solutions for gathering, sorting and marketing customer information by answering participant questions.
Managing Knowledge, Even in Bad Times
Both the evidence and the experts suggest that knowledge management initiatives and tools should not be among the cuts. Processes that extract and save knowledge and make it available to other employees--even if there are fewer of them--can ease the impact of contraction on a company.
United Kingdom Hosts Lively Tradeshows
The real action for CRM shows lies across the Atlantic.
Graduating With Honors
E-learning provides the users of your expensive new CRM tools the training they need to succeed.
Washington Confidential: Online Privacy and the Law
Web Extra: Privacy legislation may either derail e-commerce or help get it on track and full of steam.
Brand Management: Two Success Stories
Two packaged goods companies turn to CRM to attract and retain customers.
An Infectious Marketing Strategy
Ernst & Young forms a partnership for cost-effective online marketing.
Kana and Broadbase Merge
Help Yourself
After e-mail inquiries overwhelmed software vendor Viewpoint, the company employed the latest in self-help contact center technology. Now customers' questions are answered, and stress levels at Viewpoint are low.
Meet Me in Cyberspace
Save time and money on travel and heighten service levels by meeting online with colleagues, customers and prospects.
Part Four: Long-Term Effectiveness vs. Short-Term Value
Do you invest in infrastructure and employee training to boost long-term effectiveness, or do you cut staff to make your numbers this quarter? Unfortunately, the CRM community has fallen into this either/or trap.
KM Delivers for the Postal Service
The Postal Service needed some way to structure its data stores so employees could go directly to critical information. Here's how they did it.
Baruch Lev on Intangible Assets
This Q&A with Baruch Lev is an extension of the "Movers & Shakers" article from the July 2001 edition of /I>Knowledge Management magazine.
eCRM - Measuring the Effectiveness of Web Channels

Our third Sistrum survey into online customer service survey found that, of over 180 major UK companies who actively promoted their website in their television and print advertising, 11 out of 12 are wasting hot sales leads.

Evaluating CRM Solutions: What to Consider
Many companies are still struggling with how to evaluate CRM solutions. Jim Dickie sheds some light on the criteria firms are using to pick the right products and business partners to support their CRM initiative.
Reach Out And Touch Somebody's Brand
The consumer packaged goods industry turns to CRM to attract and retain customers.
Can You Collaborate?
Partner Relationship Management is not just about vendors feeding information to channel partners over an extranet. Increasingly, the goal is to bring strategic partners, channel partners and the inside sales force together in a collaborative environment to serve the customer better.
The CRM Market: Buy, Sell or Hold?
Despite difficulties in the market, the outlook for the CRM sector is not entirely bleak. In fact, most analysts remain optimistic about the coming year, which will be characterized by consolidation of the market and solid, though more modest growth.
Order From Chaos: Controlling Your Content
Without a systematic strategy for managing content, most knowledge management initiatives founder.
Managing Risk in Executive Selection
How does a company best assess which candidate for a high-level position is best qualified in the long run? This destinationKM white paper examines a possible strategy.
Eight Steps to Developing a CRM Roadmap
Accenture outlines an eight-step method for your company to determine its needs in a CRM implementation.
Personalization: Empowering Customers? Maybe.
Like many professionals who spend much of the business day online, I am bombarded with "personalized" marketing messages in the form of e-mail, Web page views and suggested links. But do they work?
Harmony Through Knowledge: Weaving Two Companies Into One
To make an acquisition successful, merging company cultures and integrating business systems are vital challenges.
UK Perspective: Measuring the Effectiveness of Web Channels
Improvements in Internet pre-sales service provide opportunities to leverage sales undreamed of by traditional direct marketers. This leverage blows a hole through most attempts to measure the effectiveness of the Web as a sales channel. For most organisations, the micro-management of Web marketing campaigns is equivalent to throwing water in the wind against a Force 8 gale of missed sales opportunities.
A New Recipe for e-Configuration
Danna Voth offers an inside look at BigMachines.com, which offers applications to help companies configure, buy and sell complex products via the Internet.
Bill Conner
The president of Nortel eBusiness Solutions gets the job done right.
Enhancing Customer Service at the IRS
A bulletin board of CRM implementations.
CRM Solutions--How Do I Evaluate This Stuff?
Fundamentals of picking the CRM solution that's right for you.
Taking Stock
Weak stock prices and lower valuations may have some shareholders worried, but businesses continue to invest in their customer relationships.
Tying the Knot
Is lifetime customer value the key to long-term profitability, or a numerical mirage?
Embracing a Multichannel Strategy
As the online consumer market continues to grow, retailers are discovering that the multiple-channel model is the best way to meet customer demand.
Ensuring the Success of a Knowledge Management System
Many KM projects fail before they've even begun because the company has failed to consider the complex interplay of technological, strategic and cultural issues involved.
Leaving the Barn Doors Open
A destinationKM.com White Paper
Web Extra: The Great Dot Com Firesale
This Q&A with Dovebid Vice President Daphne Li was written to accompany "Dovebid Bets its Assets on E-Business" from the May 2001 issue of E-Business Strategist.
Web Extra: The Price of Success
KPMG spins-off its CKO, Michael Turillo, to head Cering, Inc, its new KM company.
Breaking It Down
Need a formula for setting your CRM priorities? Try this!
FAQ PDQ
Broad Mind expands Q&A horizons.
APRIL
Coming Events
AMR Research Predicts E-Business Spending Will Stay Strong
News bites from across the CRM industry.
Taking Advantage of Your Assets
After spending thousands of dollars on marketing to lure potential customers onto your Web site, you see your site hits skyrocket but no movement in sales or customer acquisition. Strange? Not really. The problem is that once these people take the bait and click through to view a site, that's often when the process breaks down. EXP and its innovative- -and eerily logical- -Knowledge Exchange are setting out to change that.
Pivotal, Siebel Cross the Atlantic for Major CRM Contracts
Pivotal and Siebel have both landed major contracts with European financial firms, while a division of Siemens has agreed to market and implement Pivotal solutions in France.
CRM on the Move
Taking knowledge to the point of sales and service.
Hot Prospects
The latest products and services
To Tell the Truth
Can Quintus rebound from financial falsehoods?
ServiceEngine.com Keeps Companies on Track
If your e-mail box is overflowing with customers' inquiries, ServiceEngine.com might help you track and handle your online communications.
Hail To the Chief
Privacy officers promise to protect and serve...everyone.
Tax Relief
H&R Block uses CRM to overhaul its business processes.
Nine Myths of e-Community Building
Dispelling nine common misconceptions of building online communities.
Roger Siboni
E.piphany's CEO goes from Big Five bigwig to CRM evangelist without missing a beat.
News In Brief
CRM news from around the industry.
Java, Java, Java
Business strategists use Sun Microsystem's increasingly speedy programming language to get personal with Web customers.
Healthy Sales
A feature of pharmaceutical sales reps' lives for over 15 years, CRM gains even more importance in today's highly competitive healthcare market.
Will Supply Chain or Finance Drive Your CRM?
As the data-driven supply chain opens doors and your financial director thinks strategy, your company must decide which will guide your CRM initiative.
Limiting Your Licensing Woes
As vendors change their licensing strategies and ASP services gather pace, existing licensing headaches for companies can only get worse. Joanne Collins asks Lawrence Westwood of the Federation Against Software Theft (Fast) how companies can protect themselves
CRM Vendors: The Winners and the Losers
Three industry experts--Michael Maoz of Gartner Group, Chris Selland of Yankee Group and Liz Shahnam of META Group--discuss the year that was and the year to come.
CRM Comes to the Legal Profession
A case study of how the legal profession is beginning to use CRM to manage client relationships.
The FTC Takes a Cautious Look at E-Markets
A summary of the June 2000 meeting of the Federal Trade Commission, during which issues related to B2B e-commerce were tackled.
Quick Hits
CRM news from around the industry
Avaya Launches ECLIPS
New communications model appreciates a crucial CRM emphasis.
CRM Spurring Big Budgets in Companies
A CRM spending bonanza
MarketWatch
A bulletin board of CRM implementations
The Human Touch
In the sales arena, the Internet is stealing the show. So what's a direct sales force to do?
Profiling the Chief Customer Officer
Is the chief customer officer a meaningful addition to the widening CXO pantheon, or just a flavor-of-the-moment corporate deity?
Is Your e-Security Watertight?
As security failures on the Internet continue to make headlines, is the protection of information being ignored in the scramble to keep up with the hectic pace of e-commerce development?
Remaking the Firm: How KM is Changing Legal Practice
To set precedent for best-practice, expert and collaboration systems, firms and lawyers must overcome hourly rate mindsets and other cultural barriers
UK's Leyland Trucks Delivers on Global Web Strategy
UK truck maker Leyland Trucks moves into the e-commerce arena by Web-enabling applications across the company and launching its online marketplace.
Who's Hot and Who's Not?
Experts reflect on the year that was and prognosticate about the one to come.
People & Promotions, Mergers & Acquisitions
Now you know.
FTC Mulls E-Market Anti-Trust Concerns
The Federal Trade Commission recognizes growth of B2B online marketplaces.
Oracle in Court Over Wrongful Termination
Alleged intellectual property violations are, as they say, another story.
A Very Good Year
During the year 2000, profits and potential soar as the CRM industry races to define itself and its future.
Got Clients?
You say customer, they say client. A California law firm finds relationship management doesn't begin and end with the sales force.
The Auto Industry Gears Up for CRM
Henry Ford offered his Model T in "any color you want, as long as it's black." Today, the automotive industry is under pressure to take a far different approach to customer satisfaction.
Choosing Customers Through Needs-Based Segmentation: Part 1
eLoyalty VP Nick Poulos discusses needs-based segmentation strategies for acquiring and retaining customers based on what they want and how they buy.
News In Brief
CRM Analysts Jump Ship
The CRM industry shakeout has reached some of the market's most respected analysts.
How important is the integration of customer communication channels to customer management?
If L&M Technologies' DataPulse DB Engine doesn't prove to be 100 times faster than the challenger's system, it will give the winner $100,000.
Online Self-Help Grows Up
An examination of the new generation of online self-help technology and how companies are using it to increase the bottom line.
Examining the Ethics of E-business
Our columnist argues that we must come to terms quickly with the environmental and social issues of the Web.
The Promise of Virtual Keiretsus
A discussion of how the Japanese concept of keiretsu is being reinvented for e-business.
Making Contact
At the ICCM Call Center Management Expo, new technologies took center stage.
MarketWatch
A bulletin board of CRM implementations
Research Reveals Reasons for Lost Loyalty
A poor understanding of what drives customer loyalty, coupled with a failure to monitor retention rates, is resulting in businesses losing excessive numbers of customers and employees.
New Links for a Winning Supply Chain
Will the supply-chain industry ever adhere to a set of standards to streamline replenishment and fulfillment?
WAP Browsers 101
A look at the three main categories of WAP-capable PCS/cellular phones and their role in the field.
Plugging in to Web-based CRM
Now that the utility industry is facing deregulation, electric and natural gas companies are looking to customer relationship management systems to help retain current customers and to recruit new ones. Even so, the development of interactive customer services is still in its infancy in this industry.
Power to the People
Gas and electric utilities are turning to the Internet to retain customers in the face of deregulation and growing competition.
Survey Shows PRM Taking Off
Bob Thompson, president of Front Line Solutions, shares the results of a recent benchmark study on Partner Relationship Management (PRM) initiatives and their current roles in sales strategies.
News in Brief
Coming Events
Who's Minding the Online Shop?
When Disaster Strikes!
Advance planning will help your company and employees get back on track with minimal disruption-and also enable you to provide a seamless transition to your customers.
Read All About It!
Looking for a summer escape...or competitive advantage? Our panel of CRM experts reviews the latest and greatest business technology books.
 
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