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destinationCRM.com — CRM Buyer's Guide
Saleslogix
8800 N. Gainey Center Dr.
Suite 200

Scottsdale AZ 85258

PH: 800-643-6400
Visit their Web site: www.saleslogix.com
 
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About Swiftpage

Swiftpage is committed to empowering individuals, growing businesses and mobile sales teams to better manage their business interactions, more intelligently engage their customers, and convert more interactions into transactions.  The company’s growing network of partners, customers, end-users and employees collectively represent the Swiftpage Nation, united across the globe as one team, on one journey.  Learn more at www.swiftpage.com and join the conversation at social.swiftpage.com.

Product Description

About Saleslogix

Saleslogix is the CRM platform of choice for companies strategically focused on customer engagements seeking to build cost-effective, purpose-built solutions for the mobile world. Award-winning Saleslogix enables intelligent collaboration and best practice automation across sales, marketing, and service – recommending and performing winning actions to help drive revenue and an exceptional customer experience. Experience unparalleled flexibility and control with Saleslogix – with Cloud, on-premises, hybrid, and mobile options to accommodate diverse IT and business objectives.

Whitepapers, Archived Webcasts and Sponsored Content
  • Saleslogix Free Trial
    With Saleslogix, connecting with your customers is easy, engaging, and affordable. From tracking prospect calls and meetings, to updating sales forecasts, it's all readily available for you and your team - both in the office and in the field.
  • Your CRM Inside
    Swiftpage Advances Strategy for “Your CRM Inside” with Debut of New Saleslogix Xbar for Microsoft(r) Outlook(r).
  • Why Choose Saleslogix
    You call the shots - that is the philosophy at the heart of what it means to own Saleslogix. With its unparalled flexibility, exceptional ease-of-use, and market-leading technology, Saleslogix is truly the top CRM software solution without compromise. It is Saleslogix customers who give the most meaningful endorsement.
  • Customer Successes
    We've helped thousands of customers leverage the power of CRM to get amazing results. See what some of them have to say about their experiences and the value that Saleslogix brings to their business.
This company is listed in the following categories:
AnalyticsBig Data CRMChannel ManagementCloud-based CRM
Customer Service/Call CentersEducationEnterprise CRMFinancial Services/Banking
GovernmentHealthcareInsuranceIntegration
Manufacturing/AutomotiveMarketing AutomationMobileNon-profit
Pharmaceuticals/ChemicalsProfessional ServicesRetailSales Automation
SMB/Mid-market CRMSocial CRMSports/EntertainmentTechnology
TelecommunicationsTransportationTravel/Hospitality
Articles Mentioned
The Zen of a Connected Business
Six benefits of integrating CRM and ERP
QuickPivot Partners with Datawatch
Datawatch Visual Data Discovery to power QuickPivot's Campaign Management Platform.
Jive Integrates with Microsoft Office 365
Jive Connectors for Office 365 bridge the gap between on-premises and cloud.
Seller Ignorance Is Not Bliss
How today's sales teams are insulting buyer intelligence.
Outbound Solutions Engage Customers and Enhance Relationships
Mapping out the ultimate next-generation product.
Why Marketers Need a Tag Management System
TMS solutions track customers' digital journeys so companies can automate appropriate actions.
When VoC and VoE Combine
Bring together the voice of the customer and the voice of the employee to gain a more complete view of customer experiences.
Neutering Net Neutrality
Let's put the brakes on a separate, but unequal, future for bandwidth providers.
5 Ways Small Data Can Be More Valuable than Big Data
Real-time information lets your business act more quickly.
A Back-to-Basics Guide to CRM Adoption
Consider these valuable lessons from your kindergarten days.
CallTrackingMetrics Releases Keyword Spotting
Keyword spotting allows businesses to instantly act on and report on inbound phone calls without listening to a single recording. (Featured on SpeechTechMag.com.)
Infor Buys Saleslogix from Swiftpage
Saleslogix will be rebranded Infor CRM and add sales and service functionality to Infor's CloudSuite.
Verint WFO Is Now Available as a Mobile App
Verint releases a mobile workforce optimization app for Android and Apple devices.
The 2014 CRM Influential Leaders
Whether their contributions are longstanding or just now being felt, these five visionary individuals have the potential to shape the industry's future.
Brands Deliver Inconsistent Engagements
The phone still outperforms other channels for customer service.
Logi and Actian Partner on Big Data Analytics
Logi Info and the Actian Analytics Platform help customers derive actionable intelligence from big data.
Pipeliner CRM Announces 30 New Integrations
Users can now integrate Pipeliner CRM with marketing automation, support and accountancy software.
PossibleNOW Launches MyPreferences Campaign Email Marketing Personalization Platform
The MyPreferences Campaign customer personalization platform empowers companies to tailor communications to recipients' needs.
Finding the ROI in Media Spending
Connect investments and processes to gain measurable results.
3 Steps for Rethinking Your Customer Relationships
In an increasingly transparent economy, value is key.
Swiftpage Announces Open Beta for Act! Cloud Service in North America
Swiftpage has invited small business owners to sign up at cloud.act.com and join in final testing of its new online contact and interaction management service.
Salesforce.com Launches Reports and Dashboard for the Salesforce1 Mobile App
New tools include deeply customizable reporting and visualization capabilities.
The 4 Key Customer Service Omnichannel Considerations
Contact centers have deployed new technologies in silos; integration is difficult but not impossible.
Why You Should Never Be Closing
The three-act approach is the new way to sell.
The Truth About Data
It's not what you have, but how you use it.
Bottlenose Debuts Nerve Center 2.0
Bottlenose NerveCenter creates a virtual analyst in the cloud for real-time trends affecting customer brands.
Vantage Unified Launches MAXcustomerconnect for SMBs
Vantage's MAXcustomerconnect service unifies voice, email and text messaging on a single platform for small business to build mobile marketing campaigns.
Verint Adds Multichannel Support to Enterprise Feedback Management
Verint's EFM solution enhancements include extended mobile SMS delivery model and cross-survey reporting.
Selling in an Uncertain Age
Sales Thought Leadership Conference provides study-backed tips on creating a more effective sales force.
Swiftpage Previews New Act! Portfolio
Swiftpage CEO H. John Oechsle announces Act! Cloud Beta, details latest versions of Act! for on-premises, and unveils a fully redesigned Act! Hosted solution.
Bluenose Integrates with Salesforce for Deeper Insights
Bluenose's customer success platform launches on Salesforce AppExchange.
Six Takeaways for Marketing Executives
View the customer experience as a continuing process.
Adobe Redefines Digital Advertising with Predictive Modeling
Major advancements in Adobe Media Optimizer
The Basics of Crowdfunding
Look to these sites for help in achieving your goals.
Swiftpage Releases Act! 16.1
Swiftpage's Act! 16.1 is a fully integrated marketing application with an embedded emarketing service.
The New Roles of Customer Service Outsourcers
Labor rates are no longer the main concern as companies consider outsourcing their contact centers.
The Physics of CRM
Newton was even more right than he knew.
Swiftpage Introduces Saleslogix Xbar for Microsoft Outlook
Swiftpage Xbar embeds the functionality and benefits of Saleslogix inside Microsoft's email client.
Allegiance Releases Dashboards 2 CX Tool
Allegiance Dashboards 2 lets users drag and drop data from multiple sources for instant data visualization.
IPC and TeleWare Group Partner on Mobile Call Recording Solution
Network-based service to enable financial services firms to meet Dodd-Frank and MiFID mobile recording regulations.
Clarabridge Acquires Market Metrix
Its acquisition of Market Metrix provides Clarabridge with enterprise feedback management, case management, and operational analytics.
Invoca Releases Invoca Signal
Invoca Signal brings marketing automation capabilities to inbound phone calls.
Ramius Releases Recollective Baseline Online Community Surveying Tool
Ramius' free Recollective Baseline service lets anyone conduct qualitative research.
6 Strategies to Protect Your Brand in a Multichannel World
Don't be burned by poor social media management.
13 Digital Marketing Myths, Debunked
The real answers to those burning questions about email, social media, mobile devices, and big data.
The 4 Pillars of Responsible Customer Engagement
Relevance, respect, credibility, and value are key to great experiences.
Wearables Will Be a Marketing Winner
Estimated to generate more than $3 billion in 2014 alone, wearable technology units could skyrocket by 2020.
Data Versus Knowledge
Gaining insight from your data means rethinking its definition.
5 Tips for Making CRM an Enterprise Portal
Focus on revenue to drive project objectives.
MyBuys Announces MyAds Display Ad Solution
The active shopper database of consumer insights predicts what consumers want to buy.
How Social Behavior Can Predict Future Sales
End-to-end social management tools help savvy marketers 'pre-act,' not react.
Customer Communities: The Centerpiece of CXM
Six steps for offering engaging experiences.
Build a Solid CRM Foundation
Master the basics before taking on the latest innovations.
Clarabridge and Expion Partner on Social-Analytics
The partnership between Clarabridge and Expion provides real-time learning and action based on consumer conversations.
Piperlinesales Extends Google Integrations
Pipeliner CRM now syncs data with Google Contacts and Google Tasks.
Speech Analytics Is an Enterprise Change Agent
Expanding beyond the contact center is a challenge to overcome.
Looker Adds Capabilities to Its Datafold Engine
BI tool now supports persistent derived tables.
Swiftpage Previews Act! Cloud
Swiftpage will release Act! solutions as part of an expanding cloud lineup, giving users automated recommendations for sales processes.
Oracle Buys Big Data Platform BlueKai to Extend Marketing Cloud
BlueKai's data management platform will bring added personalization to Oracle's marketing programs.
TARP Relaunches as CX Act with a New Corporate Strategy
New name reflects stronger emphasis on employee training to improve interactions.
Resonate Social Adds a New Dimension to Facebook Advertising
Resonate Social for Facebook allows marketers to understand and act on the motivations of Facebook users.
Razorsight Launches Smartphone Real-Time Analytics App
The Razorsight predictive analytics app is geared toward the media and communications industries.
The Six Golden Rules of Customer Experience
Providing good service is not rocket science.
The Future of Email Marketing
Along with mobile, new tools and technologies are changing email marketing—is your brand ready?
LiveOps Acquires UserEvents
The UserEvents acquisition gives LiveOps real-time, contextual routing capabilities and adds to its cloud contact center solutions portfolio.
Swiftpage Launches Saleslogix 8.1
Saleslogix version 8.1 includes an extensive suite of social CRM capabiltiies.
Four Reasons BPM Can Improve Your CRM System
Take business relationships to the next level.
Netmining Debuts Dynamic Insights Reporting for Online Marketers
The Netmining Dynamic Insights reporting dashboard lets marketers see how campaigns are doing from any device.
IBM Invests $1 Billion in Watson for Analytics and Big Data
IBM's Watson supercomputer now has its own group within IBM and a budget of $1 billion to grow its technology and partner ecosystems.
Risk-Proof Your CRM System
Focus on the people and the process, not the technology.
A TCPA Warning for Outbound Dialers
Companies that don't keep up with the latest regulations will pay the price.
The Key to Delivering Amazing Customer Service
Shep Hyken outlines Ace Hardware's secrets to going beyond 'satisfactory.'
Capitalizing on Relationship Marketing
Find your true purchase influencers.
Relevvant Partners with Mobile Engagement Solution Provider OpenMarket
As SMS makes a comeback, OpenMarket's solution will extend Relevvant's deep personalization capability to mobile.
Splice Software to Release Dialog Dashboard
Dialog Dashboard becomes the latest part of the Splice Dialog Suite for building and measuring campaigns.
Cisco Systems Turns to Radian6 to Unify Its Social Presence
Social listening tool lets the technology product and service provider focus on actionable data.
Five Actions to Sustain Customer Service Improvement Initiatives
Keep your company from falling short of success.
B2B Selling Is Taking Cues from B2C Interactions
Mobile and social technologies are making business buyers act like consumers.
Clarabridge Releases Clarabridge 6.1
Clarabridge 6.1 brings collaboration and engagement together in one application.
Six Tips for Choosing a Service Provider for Big Data Management
Outsourcing big data analytics can save your company time and money.
'Press One For America’ Call Center Bill to Be Introduced
The proposed legislation would let consumers choose U.S.-based call centers and ban tax dollars for companies that offshore U.S. call center jobs.
The Other Dimension of Lead Scoring
Why it can be worth the effort to "hunt the elephant."
inContact Partners with Gryphon Networks on Compliance Solution for Contact Centers
Integrated cloud solution offers comprehensive compliance with latest FCC Do-Not-Call regulations.
Gainsight Unveils Next-Generation Customer Success Management Platform
Gainsight unlocks the power of customer data in the $500 billion subscription economy.
Nimble Integrates with Hootsuite for Social Selling
New Nimble Contacts widget for HootSuite enables business teams to access customer and prospect data right from within the social media monitoring app.
Outbound Dialing Makes a Comeback
Changing rules give vendors new opportunities.
Philadelphia Insurance Listens to Customers
The company sees retention increase after deploying a VoC solution from Confirmit.
Root Launches Customers for Life Solution
Root's Customers for Life embeds a customer-first culture across all levels and functions of the organization for enhanced customer service, satisfaction, and loyalty.
Context Relevant Launches Version 2 of its Predictive Machine Learning Software
CRM integration provides version 2 users with better visibility into customer purchases and allows them to feed actionable insights back into a CRM platform.
Speech Analytics in the Cloud: The Power to Act, the Insights to Transform
Millions of dollars are spent on calls that don't result in closed sales. Speech analytics may prevent you from leaving money on the table. (Featured on SmartCustomerService.com.)
SAS Premier Business Leadership Series Keynotes Offer Guidelines for the New Generation
Day two speakers deliver lessons on leadership and provide insight on millennials in the workforce.
SAS Executives Unveil Goals, New Partnership with SAP
On the first day of SAS's Premiere Business Leadership Series, SAS CEO Jim Goodnight talks up the company's support of education.
HP Autonomy Unveils HP Digital Marketing Hub
HP Digital Marketing Hub will enable delivery of personalized content based on real-time analytics.
Swiftpage Launches Saleslogix Mobile 3.0 and Mobile-Only Subscription Option
Saleslogix Mobile 3.0 gives users a complete, fully customizable mobile CRM solution.
HP Adds Social Media to Customer Engagement Management (CEM) Services
CEM Services - Social helps companies get online quickly.
Satmetrix Releases Satmetrix Pro for Net Promoter Implementations
Self-service software lets companies leverage Net Promoter expertise and functionality to build loyalty and create exceptional customer experiences.
Voice Biometrics Builds a Business Case
Advances in speech security have made it more feasible and reliable as a call center tool.
CRM and Knowledge
All we know now is just a dress rehearsal.
Why CRM Fails
The impact of inaccurate data.
Connect with Your Customers via Transactional Messaging
Take conversations from bulky to believable.
Salesforce.com and Workday Deepen Strategic Partnership
The partnership will result in a comprehensive solution for running enterprises in the cloud.
Engage and Keep Customers with a Dedicated CXM Approach
A three-step plan to cultivating consumer loyalty.
IBM Customer Experience Lab Reveals New Products
Innovations center on mobile, social, cloud, and big data initiatives.
Swiftpage Releases Act! v16
The new version adds extensive mobile enhancements, new or upgraded features, a re-branded interface, and usability improvements.
Clarabridge Secures $80 Million in New Funding
Resources to drive the next phase of the company's global expansion.
Pipeliner CRM Gets a Sales Upgrade
Update includes integration with a host of apps to bring together marketing and sales.
Five9's Cloud-Based Dialer Means More Productivity for DirectBuy
Automatic dialer brings substantial cost cuts for the member-based buying center.
The Marketer's Antidote for Consumer ADD
Offer prospects a positive brand experience at the very first consumer touch point.
The Role of Social CRM
Changing dynamics and a bright outlook.
Main Street Hub Takes Local Businesses Mobile
The offering can act as landing pages that link to company Web pages or as a company's primary Web site.
NICE to Acquire Causata
The deal brings Web and contact center analytics together
The Black Hole of Customer Surveys
Don't ask for feedback if you're not going to act on it.
QuestBack Launches Ask & Act Survey Solution
The surveying tool is geared toward SMBs for gathering customer and employee feedback.
Salesforce.com Launches New Salesforce Chatter Mobile
With the fourth generation of Chatter Mobile, employees will be able to edit records, view dashboards and take any business action.
Your Users Are Hungry for Big Language
Give your content global relevancy with machine translation.
What Small Businesses Need to Know About E-signing
Ten frequently asked questions answered.
Why CRM Is a Balancing Act
Are CRM vendors sending mixed messages, or complementary ones?
Adobe to Acquire Neolane for $600 Million
Acquisition adds strength to Adobe's Marketing Cloud.
Companies' CX Realities Don't Line Up With Their Goals
Firms must reframe their approach to meet new market challenges.
Swiftpage Releases Built-for-Mobile CRM
Saleslogix CRM software now available for in-field users.
Clarabridge Partners with Brandwatch to Extend its Clarabridge Social Solutions
Strategic partnership will optimize customer experience management across structured and unstructured data.
Contact Solutions Offers Self-Service App for Prepaid
The offering combines IVR and mobile for a unique, personalized customer experience.
Create Outstanding Customer Interactions Through Performance Management
Customers take on a starring role in service interactions.
SAP Enhances its Predictive Analytics Software
Enhancements include tighter integration with other SAP solutions, greater flexibility in modeling.
Predictive Analytics in Action
Implementing strategies for dramatic sales lift.
The Complex Challenge of Repairing Customer Trust
Social media provides businesses with intriguing opportunities to strengthen the bond with consumers. 
Front Row Solutions Releases Integration Solution for Legacy CRM Systems
Middleware breathes new life into existing CRM systems without sacrificing legacy databases.
ClickTale Touch Reveals How Mobile Device Users Engage with Web Sites
New app gives insight into mobile device users' every tap, touch, pinch, or scroll.
Silverpop Launches Universal Behaviors
The product allows marketers to create real-time individualized campaigns.
SoundBite Communications Releases DecisionPoint Analytics to Optimize Customer Experience
Campaign analytics solution provides real-time, actionable business intelligence to improve response rates, reduce communications costs, and increase ROI.
Two Concrete Ways Sales Can Benefit from Marketing Automation
Answer the questions your sales force needs to ask.
Salesforce.com Launches Salesforce Communities
New Salesforce Communities will enable companies to create social communities with business data and processes embedded at the core.
Growing Profits with Marketing Automation
Streamlining your sales and marketing tasks with automated technology can do wonders for your productivity and bottom line.
Stress Test Customer Service with Mystery Shopping
Professional shoppers should be used in conjunction with call monitoring, speech analytics, surveying, and voice-of-the-customer feedback management.
FirstRain Expands Analytics Actions for Salesforce.com
New sales productivity tool combines advanced analytics with tasking feature.
Jitbit Releases an iPhone App for Jitbit Helpdesk
The software lets users act on helpdesk tickets right from their iOS devices.
Infer Raises $10 Million in Funding Round
The company will use the money to further help customers derive intelligence from the Web.
Transform Your Big Data into Big Knowledge
Social networks provide challenges, but opportunities too.
Navigating the Data Universe
Let big data analytics serve as a guide star to business success.
The Siri Effect
The iconic digital assistant is changing how customers—and companies—think about customer service.
Sign, Seal, and Deliver with E-Signatures
New technology enables companies to close deals faster and satisfy compliance issues—all while cutting costs.
Cultivate a New Approach to Business and Customer Engagement
To meet expectations, try being FAIR.
Evolving Social CRM to Become CRM—Again
Move your CRM implementation to the next generation.
BizHappy Releases Low-Cost Push Marketing
Mobile marketing app connects organizations to members and clients for one flat $99 per year fee.
A Primer for Preventing Customer Churn
Why current acquisition, loyalty, and retention strategies are not working.
Data and Customers Are Top CEO Investment Priorities
Executives are most concerned about revenue growth, reducing costs.
Medallia and TripAdvisor Partner to Encourage More Online Guest Reviews
Guests are invited to share reviews on TripAdvisor during the survey process, and the hospitality companies are alerted to new reviews as they are posted.
Changing the Face of Workforce Optimization
Predictive and real-time analytics offer tremendous potential for contact centers.
Branded!
Will you fight for your name?
GeekSpeak[commerce] Launches Zummii, A Free Survey App
Zummii enables customers to give feedback about their in-store and online shopping experiences using their smartphones.
Sage Sells Its ACT! and SalesLogix Lines
The move represents an effort to divest itself of non-core solutions.
Essential Steps to Creating a Single View of Your Customer
Coordinate your data to gain a greater ROI.
Would You Call Your Own Contact Center?
Nine contact center hurdles to overcome.
On the Right Track
Survey program from Mindshare resonates with convenience store customers.
Surveys Alone Are Not the Answer
Offering great customer service means knowing how to respond.
Case Management Takes a Dynamic Turn
Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels.
Making Use of Social Media Data
Now that you've got it, here's what to do with it.
Gartner CIO Survey Shows Digital Technologies Are Top Priorities in 2013
Cloud, mobile, social, big data, and analytics are among the disruptive technologies cited.
The Shifting B2B Marketing Landscape
Leverage mobile and social media so your business won't be left behind.
Sage Releases Social Updates to ACT! Solution
Enhancements enable familiar social network functionality within Sage ACT! contact records and visibility into team members' social connections.
Aspect Partners with Lithium
The deal leads to a cloud-based offering purpose built for the contact center with social engagements supported by Aspect's unified platform for interaction management and workforce optimization.
Cracking the Social Media Code
Here's how to make an impact.
The 21st-Century Small Business Maven
Five actions that will help you take your business to the next level.
ClearStory Data Gets $9M for Big Data Analytics
Investment matches the surge in the predictive solutions market.
Sage Releases Sage SalesLogix v8.0 CRM System
Sage SalesLogix v8.0 adds a role-based interface and mobile and cloud enhancements.
Moxie Software Announces New Solution for Healthcare
Moxie's starter kit is designed to help healthcare insurance providers deliver superior customer care experiences in response to the Affordable Care Act.
FCC Clarifies Opt-Out Procedures for Text Marketing
The commission says companies can send confirmations of opt-out requests.
SAP Puts CRM in the HANA Cloud
SAP 360 Customer solution leverages in-memory computing, cloud, mobility, and collaboration tools.
Navigating Privacy Land Mines
Businesses with an online presence need to proceed with caution.
Medallia Adds Sentiment Analysis to Text Analytics Platform
The solution fully unifies structured survey data and unstructured text.
Big Data Analytics Can Help Improve Information Security
But using such insights for fraud prevention has room for growth.
Future Shock? Or Not?
Is frustrating customer service inevitable?
Deriving Insight from Customer Intelligence
When it comes to satisfaction, don't underestimate the role of the contact center.
Keep the Spark Alive in Your Business Relationships
Purchase behavior insights are key to customer retention.
ExactTarget Acquires Pardot and iGoDigital
Acquisitions add SaaS-based marketing Web, and predictive analytics technologies to its portfolio.
Keeping Up with the Tech-Savvy Consumer
Technology choices can fuel a company's success—or cement its failure.
More Consumers Turn to Amazon for Product Research
Online leader strengthens its position but still faces roadblocks.
Harry Rosen Mobilizes Luxury Menswear
Sales associates use Sage SalesLogix Mobile to connect with customers on a more digital level.
Oracle Recognizes the Need for Change
Mark Hurd is no stranger to big success. In his five years as president and CEO of HP, he was credited with righting the company's financially struggling ship. Now, starting his third year as president of Oracle, he is steering yet another big ship on a completely new course.
Leverage Purchase Behavior Insights for Better Customer Understanding
Principles for consumers can be applied to business clients as well.
Salesforce.com Delivers Social, Mobile Advancements at Dreamforce
CEO Mark Benioff touts transformative power of social media in business.
Influitive Rolls Out the AdvocateHub for Businesses
The platform helps companies promote word-of-mouth marketing among customer advocates.
IBM Brings Analytics to Social Business Processes
Companies can use the new IBM Connections software to apply analytics to social business initiatives.
Sage Releases ACT! 2013
Adds social, mobile, and e-marketing features to CRM solutions for SMBs.
Outsourced Home Agents Market to Double by 2015
Technical support, communications, and media verticals will see the most growth.
Cracking the Code on Cyber Crimes
Despite efforts to proactively protect customer data, computer intrusions and online fraud are on the rise.
Avoid the Spam Folder
How marketers can save outbound emails from the dreaded fate.
J2 Global Launches CampaignerCRM
Solution "socializes" CRM for SMB sales professionals.
Finding the Right CRM Solution for Your Company
Merging new systems with old may be the best option.
The Power of a Strong Brand Ecosystem
Competing in the high-tech market means being able to give customers everything they need.
SAP Releases Sentiment Analysis Solution
SAP rapid deployment solution for sentiment intelligence with SAP HANA lets users analyze social networking sites, online communities, wikis, blogs, and other sources.
Parature Releases Next-Gen Version of Service Desk
Streamlined user interface and new Ticket Toolkit are among the new features.
The 2012 CRM Rising Stars
The 2012 CRM Elite
Klout for CRM? Ludicrous!
Being popular and being a good customer are not one and the same.
QuestBack Rolls Out Listen & Act Engagement Tool
New social media tool integrates with CRM systems, includes survey capabilities.
The Senate Takes Up Call Center Worker Protection Legislation
A bill similar to the U.S. Call Center Worker and Consumer Protection Act has been introduced into the U.S. Senate.
Salesforce Radian6 Delivers New Insights
An expanded partner ecosystem also caps the Radian6 social media monitoring and listening tool.
TelStrat Releases Engage Cloud Call Recording and WFO
Advanced WFO solution equips service providers to offer business-critical call recording and WFO capabilities to the growing list of companies seeking cloud-based services.
Business & Decision Acquires AbilityCRM
The move expands B&D's CRM offerings in North America.
Listening to the Voice of the Customer
As companies adopt voice of the customer solutions, customers expect them to act on their feedback.
Listening to the Voice of the Constituent
A snapshot of the ways government agencies are using CRM strategies and technology today.
Forrester Names Its Voice of the Customer Awards Winners
Barclaycard, Cisco, and Vanguard are recognized for their positive customer experiences.
Re-evaluating Your CRM Technology
Is resistance to change holding your organization back?
Red Funnel Releases FatStax 2.0 for iPad
Sales application provides offline access to documents, videos, and presentations, as well as analytics tracking
Attensity Launches Social Media Tool
Attensity Pipeline powers real-time social media analytics and engagement.
Customer Relationship Metrics Partners with Strategic Contact
The deal makes business intelligence available for resource-strapped organizations.
Act-On Software Rolls Out Online and Social Media Tracking Tool
New product helps SMBs compare themselves to competitors
OpenQ Launches Social Enterprise Compliance Suite
Solution lets healthcare, life sciences companies flag, classify, and act on identified risks
Verint Upgrades VoC Analytics Portfolio
Advancements incorporate Vovici's Enterprise Feedback Management solution.
House Votes Against Considering Call Center Bill
The bill would have sought to make U.S. firms that outsource call center jobs overseas ineligible for federal grants, loans, and tax credits.
Autonomy Rolls Out Big Data Solutions in the Cloud
Features include enhanced support for Hadoop and stronger analytics for marketers
Consumer Wins in Robocall Lawsuit
The bank made 56 harassing robocalls to a Michigan consumer with whom it had no dealings.
Modern Medicine: A Marketing Headache
Providers struggle in an industry undergoing massive change.
Twitter: Hearing 140 Million Voices
It's easier than you think to make sense of Twitter.
Find the Right Social Media Monitoring Tool
Knowing how your brand is faring on the Web is essential, but which solution is best for your organization?
Transforming into a Social CRM Enterprise
Being successful at social media often requires organizational change management. Here are some tips to follow.
Big Data, Big Deal
What you don't know can hurt your business.
Customers: Old Dog, New Trick?
To serve customers, go with what you (and they) know.
4 Keys to Customer Service Excellence
Assess—and act on—your strategic intent for optimum results.
IBM Smarter Commerce Helps CMOs Engage on Mobile and Social Media Channels
New software and services enable marketers to deliver personalized digital customer experiences.
Study: Global Businesses Are Anti-Social in a Social Media Age
B2B desperately lags behind B2C in social media adoption, with 75 percent not measuring social media.
Allegiance Partners with uSamp to Provide Access to Survey Respondents
Allegiance customers can now reach 8 million members of a richly profiled audience to gain instant insights.
White House Unveils Blueprint for a Privacy Bill of Rights
Proposed legislation is a first step in the process to strengthen online consumer protections.
The Cloud Effect
Don't give customers a reason to jump ship.
Giving a Voice to the Contact Center
With their direct access to customers, service departments can offer valuable strategy insights.
Natural Language Understanding Grows Up
The bar has been raised for technologies that not only hear, but understand too.
Marketing and Advertising Agencies Blur the Lines
Third-party partners are broadening their roles. What to consider for the perfect pairing.
Salesforce.com Rolls Out Government Cloud
New offerings include the AppExchange for Government and a training program on cloud deployment.
USAID Cuts Funding for Program to Train Foreign Call Center Workers
Legislative pressure to cut funding to U.S. companies that outsource call center operations overseas hits a Filipino job training program.
NICE Opens New Practice Dedicated to Dodd-Frank Act
Financial institutions can leverage NICE's expertise and solutions to ensure compliance with key components of the act relating to transactions and interactions for trading floors, contact centers, back offices, and branches.
Sage Enhances Mobile and E-Marketing Functionality for Sage ACT!
Sage ACT! Connect and Sage ACT! Premium Mobile support multiple access methods and devices including iPhone and iPad; Sage E-Marketing for ACT! adds social sharing features.
How to Design an Effective Customer Survey
Survey results should be relevant to both you and your customer.
Clickable Rolls Out New Widget-Based Dashboard
Dashboard lets marketers streamline search and social marketing data
Consumers Want More Personalized Shopping Experiences
Studies show customers are willing to share data for better services, even though privacy is still a concern.
Organic Valley Milks Higher Earnings, Improves Operations
SalesLogix helps dairy co-op manage sales and distribution of organic products.
Video Production Made Easy
Incorporating video into your customer outreach is as simple as 1, 2, 3.
Digital Media: How to Make Your Content Pop
Online videos are drawing more eyeballs than ever before. Here's what marketers need to know.
Net Promoter Study Unveils Customer Loyalty Leaders for 2012
Apple, Amazon, Costco, and USAA take top honors.
The 2012 Rising Stars
Who Benefits from QR Codes?
2D bar codes are a great marketing strategy, at least in theory.
Maritz Research Releases Capella Platform for Customer Experience Management
New action tools help improve and grow business locally, nationally, and globally.
Celebrus Technologies and Semphonic Enter into a Strategic Partnership
The union will allow enterprises to drive real-time personalization and improve their digital measurement strategy.
Klout Partners to Expand Influencer Analytics and Loyalty Offerings
New deals are forged with Badgeville and Simply Measured.
Beyond the Arc Partners with Clarabridge to Expand VoC Offerings
New relationship bolsters financial institutions' product offerings with social media and customer feedback data.
Bazaarvoice and Buddy Media Partner to Link Customer Engagement Across the Web
Integrated social application brings customer conversations about products and services into social media campaigns.
Congress Moves to Cut Off Off-Shoring
Proposed legislation would prevent United States firms that off-shore contact center jobs from receiving government funds.
Baby Boomers: Every Silver Lining Has a Touch of Grey
While the oldest members of this generation are starting to retire, marketers should not panic—many members of this cohort will be working for years to come.
IBM Brings Analytics to Social Business
Organizations can now apply analytics to the social business initiatives.
Making Channel Sales as Effective as Direct Sales
The right incentive programs and management can make a world of difference.
Sync Salesforce, Google, and More with iCloud
A new service lets users sync their calendars, contacts, and tasks between popular CRM software.
5 Hot Marketing Trends
Customer strategists must step up their engagement efforts as mobile's mercury rises
Dominating Your Market by "Easifying" the Customer Decision Cycle
Ever wonder why some word-of-mouth marketing campaigns succeed and others don't? The answers are revealed in the following book excerpt
Caber Sure Fit Has Sales Growth Covered
The Canadian home décor and furniture-protection products provider gains a 28 percent sales increase with Sage SalesLogix
When Disruption Is Good
Subscription services lead the business revival
Create the Ultimate User Experience with A/B Testing
Here's how to measure and test your way to better results.
New Interface, Features for Zoho CRM
Upgrade promises improved functionality and customization.
Bennigan’s Deploys Feedback Tool to Enhance Guest Experiences
The restaurant chain reams with Mindshare Technologies to gauge guest service and satisfaction levels.
Congress Moves to Cut Off Off-Shoring
Proposed legislation would prevent U.S. firms that offshore contact center jobs from receiving government funds.
Social CRM Changes More Than Your Data
Meeting the challenges takes a team effort.
SplendidCRM Announces Version 6.0 with a HTML5 Offline Client
SplendidCRM is now available on touch devices while in locations without an available network connection.
Can Voice Biometrics Hack Computer Security?
Speech technology can protect customer data against small-scale attacks.
The Monday Morning Numbers on Movie Marketing
How international growth, social media, and a decline in DVD sales are changing the film industry's marketing strategies.
Legislative Changes Proposed for Robocall Restrictions
A bill in Congress would allow for the delivery of time-sensitive information to mobile phones.
Clarabridge Adds German and Russian Language Capabilities
The company releases Clarabridge Navigator text and sentiment analytics software in German and Russian.
Opinions Pretending to Be Data: The Benefits of Tracking Activity in Your CRM System
Move your company toward real, verifiable data
SoundBite Preview+ Offers Flexible Dialing Strategies to Address Cell Phone Regulations
New dialer enhancement enables contact centers to transition between dialing strategies for more effective and compliant customer outreach.
Don't Let a Crisis Destroy Your Image
The right damage control recipe can restore confidence in your brand.
Rethink Pink
Materials of this color might be counterproductive for breast cancer awareness, a study finds
Pegasystems Extends Social Media Capabilities in CPM Solution
Offering enables organizations to seamlessly monitor, analyze, and act on social media interactions.
Chadwick Martin Bailey Launches New Customer Experience Management Software
The company's new Pinpoint Suite is designed to drive management action and improve performance at every level.
TargetX Launches Social CRM for College Admissions
The newest version of TargetX's SRM introduces social engagement to itd customer relationship management system for college recruiting.
CRM in ‘Pursuit of Shared Goals’
Responding in a way that is mutually beneficial to a company and its customers applies across the enterprise
Trust Trumps Technology
What does the customer want? versus What does it cost?
New Paradigms Bring Value to Knowledge Management
The focus shifts from managing knowledge to empowering people to respond, as seen in online communities
Keynoter David Gergen Urges Leaders to Listen
The CNN analyst and former presidential adviser identifies mobilization, persuasion, and trust as critical qualities
NFL Flexes CRM Muscle
Not even a threatened cancellation of the season could deter football's loyal customers
Varolii Unveils New Reporting and Analytics Technology
Varolii Interact Portal enables real-time analytics and application control.
Sage ACT! 2012 Contact & Customer Manager Adds Google Integration, Universal Search, and Anywhere Access With Sage ACT! Connect
Sage ACT! Connect subscription service provides access and contact/calendar edits via popular smartphones including Android, Web browsers including Google Chrome and Safari, and tablets like the iPad.
Companies That Listen Get Results
Investments in monitoring social media rise but still lag customers' use of it
WFO Hears The Voice of the Customer
Workforce optimization suites broaden their focus beyond the company
Salesforce.com Unveils the Social Enterprise
New offerings from the company make the social enterprise an easier goal to achieve.
Net Atlantic Expands CRM Integration for StrongMail On-Demand
Email senders can now create and track email campaigns with Microsoft Dynamics CRM, Sage CRM and Sage SalesLogix.
SAS Adds to Its Social Media Analytics
New features include social scorecarding, an author hub, and competitive intelligence functions.
Attensity Selects ISYS Document Filters
The filters are expected to strengthen customer experience management solutions with high-performance extraction of unstructured content.
Chico’s Selects SAS Social Media Analytics To Understand its Customers
Collaboration will aid in acting on social media data.
Accommodate the Changing Customer, CRM Evolution Keynoter Advises
Technology, not philosophy, has changed consumers' expectations
CRM Evolution 2011 Keynoter David Gergen Calls for Leadership
CNN analyst and former presidential adviser identifies mobilization, persuasion, and trust as critical qualities in drawing parallel between CRM and political worlds
Forrester Bestows Voice of the Customer Awards
Adobe, Fidelity, and JetBlue recognized for outstanding performance
The 2011 CRM Elite
Sage Selects TimeLinx for New CRM-Based Project Management Solution
TimeLinx extends Sage SalesLogix CRM into the management and delivery of professional services.
Should All Companies Head to the Cloud?
A CRM point solution is a CRM point solution
Sage Introduces Endorsed Development Partner Program For Sage SalesLogix
New program will expand integrated CRM functionality for Sage SalesLogix customers; Project Management Express Edition for Sage SalesLogix powered by TimeLinx is the first partner solution.
Verint Will Acquire Vovici
The combination will create a single voice-of-the-customer solutions provider with multichannel analytics, including speech, social media, Web chat, and enterprise feedback
Sage Expands Cloud Services for SMBs
Online ERP and connected services for employers are among the company's new offerings.
Rx for Social Intelligence Center
Mix skilled workers, listening platform, and measurable objectives
Forrester Announces 2011 VoC Award Winners
Adobe Systems, Fidelity Investments, and JetBlue recognized for outstanding performance.
ExoIS Announces PeepSafe 2.0 to Strengthen PCI Compliant Hosted Environments
Solution allows organizations to move the storage of cardholder data to hosted environments.
SAP Releases New Crystal Server and BusinessObjects Software
The releases are part of SAP's goal to bring customers of all sizes powerful, easy-to-use analytics solutions.
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.
Bridging the Gap Between Marketing and Sales
How to improve your lead process
Banking Customers Are Online and Mobile
Thirty-eight percent of U.S. banking customers are online-oriented and 18 percent are mobile-enabled, according to new research.
New-Gen WFM Solutions Make a Real Difference
But many contact center offerings require a trade-off between accuracy and ease of use
Thank You For Your Business
Eagerness makes a difference to customers
Peer Power
Online communities foster customer loyalty by doing what traditional contact centers cannot
Socially Graceful CRM?
Why the old rules of etiquette no longer apply
Verint Releases New Voice of the Customer Analytics Platform
The solution set, part of its Impact 360 product suite, combines all sources of customer interaction data into a single platform.
Three Cheers for Honest CRM Vendors
Dishonest practices that overpromise and underdeliver must be rooted out
CRM + Predictive Analytics: Why It All Adds Up
The whole exceeds the sum of the parts
Software Company Takes Hard Look at Phone Automation
FundNET installs Ifbyphone to redefine call-in support for financial services clients
Online Privacy Bill Introduced
Consumer groups hail it as an important step toward protecting consumer information.
QM Picture Grows Blurry
Vendors deliver a broad suite of new functionality
Sage Delivers New Mobile CRM To Sage SalesLogix Users
New Sage SalesLogix Mobile enables rich CRM functionality on popular devices; browser-based design allows rapid mobile CRM deployment.
From Contact Center to Opportunity Center
Customer-capable companies are driving cross-sell/up-sell revenue
Applying the Eight Building Blocks of CRM to Social Media
How to improve the effectiveness and long-term success of social CRM initiatives
Salesforce.com Unveils Service Cloud 3
The new application will assist customers manage higher volumes of service issues through social media tools.
The Pluses and Pitfalls of Arbitration
The dispute resolution mechanism is popular, but it may not be advisable for all businesses at all times
Convio Acquires Analytics and Data Intelligence Firm StrategicOne
The addition of data intelligence services strengthens Convio's enterprise offering.
Communication Is the Way to a Customer’s Heart
A food processing equipment company finds that success tastes best when sales and service are served on the same plate
How to Listen to the Voice of the Customer in a Multichannel World
Contact center surveying/enterprise feedback is a vital first step
Consumers Depend on Us
Being friended or followed is desirable; fostering trust is more important
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
Collecting Feedback Makes Cents
A financial services firm invigorates its VOC program to better understand its business—and its customers
Forrester Research Releases Listening Platform Landscape Report
"The 2011 Listening Platform" reveals a splintering of the listening landscape and demands for higher-quality real-time data.
The 9 Drivers of B2B Customer Centricity
How to foster customer focus within an organizational culture.
The Time to Act
The next step beyond social media monitoring.
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.
SAS Takes Care of the Conversation
With the launch of Conversation Center, the company adds another module to its Social Media Analytics platform.
Forrester Wave Report Reveals Key Trends in Customer Service
The Forrester Wave: CRM Suites Customer Service Solutions report evaluates 19 of the leading CRM suite solutions
Act or Be Acted Upon
Being more proactive is not merely a nice thought, it's essential.
(Proactive) Service with a (Secret) Smile
If you feel like somebody's watching you, it just might be CRM in action
Proactive: Take the Initiative
Proactive CRM enables organizations to cut costs, minimize risk, protect their brand, and improve customer experiences.
4 Problems with E-Commerce — and How to Solve Them
Web 2.0 Expo '10 — Day 2: A keynote presenter reveals how data can help modern companies overcome their "used-car salesman" personas.
The Brave New Business Model for CRM
Today's customer leadership requires a new approach.
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."
Salesforce.com Outshines Competitors on Gartner Magic Quadrant for Sales Force Automation
Magic Quadrant for Sales Force Automation '10: The top sector of the annual market assessment also includes Microsoft and two Oracle offerings.
Everyone Wants To Be Relevant
Why relevance engines are what matters now.
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.
The Constraints on Collaboration
What does "I'll get to it later" really mean?
On the Scene: Sage Insights ’10 -- Sage Succumbs to Cloud Computing
One of the last vendors to dive into on-demand, Sage partners with Amazon.com for SalesLogix Cloud
The Bottom-Line Boost of Feedback
Integrating authentic, real-time customer feedback into CRM data.
Going Viral: Social Media and Customer Service
How to embrace social engagements in the contact center.
Sage Shows New Movement on Old Promises
Sage Act! Mobile Live and Sage CRM version 7.0 offer customers mobility and usability.
The Next 15 Years of CRM
Your customer-centric business strategy must become a two-way street.
Analyze This!
Are we suffering from too little data, or wallowing in too much of it?
Changing the Deal
Sigma Financial turns sales into something more than spreadsheets.
Connecting the Disconnected
Professional services firm Ceridian brings its independent salesforces under one CRM roof.
Advising Consistency
Financial services firm Raymond James Financial gently offers its more than 5,000 advisors and associates a CRM interface they're familiar with.
7 Surf Atop the Forrester Wave of CRM Suites for Large Organizations
The Forrester Wave: CRM Suites for Large Organizations '10: Forrester Research names the seven top-performing vendors at the enterprise level.
7 Named Leaders in Forrester Wave of CRM Suites for Midsize Organizations
The Forrester Wave: CRM Suites for Midsized Organizations '10: In his annual evaluation, analyst Bill Band identifies the top-performing options for midmarket CRM.
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.
Did Web Analytics Just Become One of IBM's Core Values?
Big Blue acquires Web analytics firm Coremetrics for an undisclosed sum, hoping to leverage software-as-a-service and social networks.
Breaking Down the Silos of Social Media
Internet Week NY '10: At an Advertising Research Foundation panel, executives from General Mills, Harris Interactive, and Porter Novelli reveal how brands should use Twitter, Facebook, and other social media.
The Community Approach to Conversation
Cows browse. People communicate.
Ribbit Gets Hopped Up on Speech
United with CRM offerings, the telephony-as-a-service company helps spread speech technology throughout the enterprise.
Sage Sends SalesLogix to the Cloud
Sage Insights '10: After months of readying partners, Sage announces the June availability of SalesLogix for the Cloud.
Sage Sells Solutions, Not Products
Sage Insights '10: Company executives convey Sage's commitment to customer experience and to uniting the brand's business solutions.
Required Reading: Measuring Your Social Marketing
In his new book, Social Media Metrics, Jim Sterne explains the right way to gauge your success.
Marketing to a Community
Gathering your company's brand fanatics together is only the start. Now you have to mind your messaging.
Empower Your Customers on a Personal Level
Tokyo convenience stores can teach you everything you need to know about customer service.
Text #WhoCares to 66863 (NOT-ME)
You have to separate "mobile thinking" from "mobile devices."
Lithium Technologies Acquires Scout Labs
The deal, reportedly for more than $20 million, allows Lithium to add social media monitoring to its extensive list of capabilities.
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.
It's Not Your Relationship to Manage
Just as you finally come to grips with CRM, the customers themselves have turned the tables—and now they're managing you.
Book Excerpt: The Tribal Experience
Customers may be newly empowered, but they still want to be delighted. Can you still deliver?
The Secret to Being Green
It's not just what you do — it's how.
Marketing the New Green
Companies should be rightly proud of their environmental improvements. So why can't they market those achievements without seeming mercenary?
Jetting to Greener Pastures
JetBlue's all-you-can-jet promotion was a monster success—but the airline may have to follow a different flight plan with its new environmental campaign.
Classroom in the Clouds
An Arizona State University outreach program cuts costs and carbon by going virtual.
Confirmit Broadens Its Horizons
The latest launch from the enterprise feedback management vendor involves a flexible application toolkit, PowerPoint integrations, and more-intuitive designs.
Infusionsoft Goes 2.0
With its latest updates, the email marketing provider helps its small business customers take their CRM efforts to the next level.
Conversationalists Flood the Social Scene
Reports point to the emergence of a new social group and help marketers act upon the various segments of online participants.
Leading From Afar
Don't let distance infringe upon effective leadership.
CRM: Customer Relationship Mobile
Learn the value of integrating a mobile component into your CRM strategy.
CRM Gives Back
The Hitchhiker’s Guide to the Gala
How to survive the vendor events of last resort—no matter what resorts they're held at.
Google Wave Makes a Splash in CRM
Google Wave isn't the first to wade into real-time collaboration, but the tsunami of buzz may drown the competition.
The Shotgun Marriage of Sales and Marketing
In this exclusive excerpt from the fourth edition of the industry bible, legendary thought leader Paul Greenberg explains why the unification of sales and marketing is finally upon us.
Stressed and Distressed
Underappreciated. Overworked. Underpaid. Here's a shock: Stressed-out customer service agents provide lousy customer service. We've got ways to reduce the tension—and raise satisfaction—on both sides of the call.
Food for Thought
RightNow Technologies helps Organic Valley feed information-hungry consumers
ZoomInfo Finds a Fresh Way to Collect Contacts
With the introduction of FreshContacts, the business database service provider allows users to gain access data for free -- so long as they trade in their business contacts.
The Panel Is Not Passé
Properly built, an online community can generate engagement and two-way dialogue.
Jive Acquires Filtrbox; Reaches Record Revenue in 2009
The social business software provider buys a social media monitoring company and plans to extend social insight across the entire enterprise.
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.
Retail Experts Optimistic in 2010
NRF Annual ‘10: With the worst of the economic recession behind them, retailers must seek new growth opportunities through jobs, innovation, and international expansion.
A New Decade Brings New Ideas
The Ledge of Allegiance
What history—and a survey of current behavior—can teach us about the threat to customer loyalty.
Superhuman CRM
This month's special report on innovation may have a bit of an emphasis on the inhuman machine, but we still know the single-most important part of technology is the user interface. What happens when the user becomes the interface?
Why Do You Ask?
Be prepared to act on customer feedback.
BlueKiwi Enhances its Hub
The social collaboration platform provider puts out a new release geared toward community managers.
How Many Clicks Does It Take?
Forget all the bells and whistles—usability reigns supreme among CRM users.
Required Reading: Think Again. And Again.
Customers aren't unreasonable, says author William Cusick -- they just make decisions without necessarily being able to articulate why.
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?
Online Extra: Gartner Identifies the Top 10 Strategic Technologies for 2010 (press release)
The research firm's list of technologies with the potential to significantly impact the enterprise in the next three years.
Usability Needs Drive Numara Software
A revamped user interface provides highlights the company's latest service desk solution.
LIFT Your Social Efforts to the Next Level
Sage Summit '09: Brent Leary conveys to Sage attendees why CRM is turning into SCRM - and why hash tags matter.
Business Intelligence Birst-s in the Cloud
The latest offering from the software-as-a-service vendor adds more pieces to further build out a comprehensive BI suite.
Sage Answers the "So What" Question about Software Trends
Sage Summit '09: Company executives describe the response to key industry trends, such as social media, cloud computing, and globalization.
The Vendor Vultures
CRM providers are like scavengers these days, eager to poach from a competitor's client list.
Sales Away into the Cloud
Software-as-a-service has expanded horizons—but your sales reps may ultimately need a unified solution.
They’ve Got Your Number
Enterprises now see the potential for telephone-enabling technologies and software-as-a-service to help capture the voice of the customer.
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?
Can You Hear the Social Media Conversation?
Because it's going on all around you, and your customers are talking.
The Future of Technology: Where Are You Headed?
Forrester Services and Sourcing Forum '09: Technology teams are forced to re-evaluate their goals amid tech-industry upheavals in both delivery and cost.
Create Your Own Upturn
A shift from managing volume to managing relationships.
That's Not Fair!
A British initiative called Treating Customers Fairly focuses on the consumer.
The Cure for the Common Virus
Given the powerful effects of some viral-marketing efforts, even those previously immune are seeing possibilities of epidemic proportions.
Mistaken Metrics
They say you can't manage what you can't measure. But what if you're using the wrong ruler?
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.
Direct Digital Marketing Benefits Companies and Consumers Alike
A strategy to improve marketing efficiency and customer loyalty.
How to Survive the Customer-Specific Web
Gartner CRM Summit '09, Day 1: CRM analyst Michael Maoz says not only are consumers losing trust in corporations, but they are managing more aspects of the relationship.
Mobile Content Is Risky Material
By containing that risk, you can achieve greater customer value.
Salesforce.com Finally Finds the Contact Management Space
The company brings forth its fifth option for CRM users, Salesforce Contact Manager, geared toward the smallest of businesses.
SMBs Find the Beef in BI Deployments
Aberdeen Group fleshes out the top reasons for business intelligence investments among small-to-midsize businesses.
Act! Gets Even More Social in 2010
A new version of Sage's contact and customer management software sports a redesigned interface, social media capabilities, and e-marketing functionality.
The 2009 Influential Leaders - The Cloud Commando
MARC BENIOFF
COFOUNDER, CHAIRMAN, AND CHIEF EXECUTIVE OFFICER, SALESFORCE.COM
The 2009 Elite - ISS Belgium Sweeps Up Sales
A services company makes a clean start with Microsoft Dynamics CRM [Sales Force Automation]
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.
Hello, I Love You
How CRM and advertising can help you court the best customers.
What B2B Marketers Can Learn from B2C
CRM Evolution '09 — Day 2: Whether marketers are hitting an individual or an enterprise, both are consumers and, ultimately, share the mindset that "it's all about me."
Oracle's Other Half Lands in the Gartner Magic Quadrant for Sales Force Automation
Magic Quadrant for SFA '09: The research firm evaluates two fewer vendors this year, and promotes Oracle CRM On Demand to join corporate cousin Siebel CRM in the top quadrant for the first time.
Webtrends Looks to Reclaim Position in Web Analytics Market
In what the company calls its biggest launch ever, Webtrends unveils Analytics 9 and acquires Widemile.
Get Ready for the EFM Upswing
Hypatia Research discusses the importance of enterprise feedback management and the future of the market.
The Customer Care Revolution
Strategies to reduce operating costs and protect revenues.
IBM to Acquire SPSS for $1.2 Billion
Looking to enhance its business analytics capabilities, Big Blue adds the predictive analytics pioneer to its list of more than a hundred companies acquired in the past decade.
Retail Banking’s New Approach, Part 2
If banks want to improve their approach to CRM, they'll first have to improve their definition of the customer.
Know Your Triggers
In a tough economy, intelligent lead generation proves its importance.
Amid Budgetary Bloodshed, Social Media Marketing Is Spared
In a new survey, more than half of respondents cite overall marketing-budget cuts of at least 20 percent, but nearly half claim they'll be increasing their social media marketing spend.
Radian6 Listens to the Demand and Integrates with Salesforce.com
The listening platform provider brings social media analysis to the CRM world.
New Routes to New Customers
A customer-centric approach for emerging markets.
A Revolution in Customer Centricity
It all started with sales tax.
Required Reading: Cashing In On Social
Author Tara Hunt explains how The Whuffie Factor can be a company's saving grace.
Starting on the Right Foot with Social CRM
Start-ups require speed, and the social Web is the backbone of velocity.
Your Social Media Reputation Is Visible
Social media monitoring vendor Visible Technologies launches TruReputation and expands its search reputation management offerings.
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.
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.
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.
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."
The Stressed-Out Customer
Stress levels brought about by the economy are making people more combative in their everyday lives.
Twitter on CRM
CRM vendors are beginning to find ways to put the microblogging marvel to work -- for themselves and for their users.
Feedback: May 2009
In More Ways Than One
Companies recklessly adding new channels for service outreach risk damaging the customer experience.
Sugar Express Is Aimed at SMBs' Sweet Tooth
Analysts say the newest solution from SugarCRM allows the open-source CRM pioneer to compete directly with Salesforce.com.
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.
Transaction to Trust: The New Era of Customer Service
Navigate the downturn by investing in customer relationships.
USPS Delivers a New Discount
Facing a drop in mailings and a poor economy, the United States Postal Service plans to implement a variable-price "Summer Sale" -- but only the largest mailers will benefit.
ISM's Top 15 Arrives -- and Exceeds 15
ISM Top 15 '09: The consultancy reveals its annual list of the best companies and products in CRM.
Social Customers Want to Engage
But are you prepared to let them?
Power to the Consumer
New federal laws require an opt-out for prerecorded calls—but that just might lead to better relationships.
Social Support for Software
Vendors unleash a new round of community forums for their customers.
Listen to the Voice of the Customer
Bolster loyalty from important customers, and control costs with innovative technologies.
10 Steps to Terrific Twittering
Search Engine Strategies NYC '09: Top twitterer Guy Kawasaki explains how to use the microblogging site for marketing, and why "nobodies are the new somebodies."
5 Common Snags in Your BI Strategy
Gartner Business Intelligence Summit '09: BI remains a top priority, but one that often conflicts with reality.
Stay Tuned
The switch to digital TV broadcasts is upon us—or is it?
A Tough Transition Made Easier
Assisted living is a growth industry, but one suffering from information overload.
A Battle Fought from Afar
With Axeda's help, Varian Medical Systems remotely tends to its cancer-fighting radiation-oncology equipment.
Automating the Personal Touch
A small direct-marketing business extends its operations with Infusionsoft CRM.
Spend Your Way Out!
Counterintuitive as the notion seems, sometimes the only way out of a financial crunch involves spending more to make more. But how do you make your spending more strategic?
Cutting Costs, Not Cutting Corners
D-Tools tries riding out the recession with low-cost, high-quality CRM.
Mobile Security’s Balancing Act
On-the-go work processes carry risks along with rewards.
Understanding Customers’ Digital Mood
Effectively managing customer experience online.
Three Tiers for Infusionsoft
The small-business CRM provider unleashes Basic, Deluxe, and Pro editions.
The Google-ization of CRM
In the rush toward cloud computing, the company that began as a mere search engine is rapidly becoming the go-to source for low- and no-cost office productivity software. Handling customer information, though, requires special attention.
The Feedback Funnel
Properly harnessed, customer feedback can help companies forge a competitive advantage. But with feedback pouring in from all directions, companies are struggling just to keep up.
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.
Ride with Your Customers and Spark a Revolution
How companies can succeed through listening—and taking action.
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.
Why Customers Are Sick of Healthcare
Consumer Health World '08: Consumers are cost-ignorant with healthcare -- and yet always want too much.
The Next Disruption
The notion of Peak Oil has more to do with CRM than you think.
Mixing In a Little Sugar Sweetens the Deal
Geeks on the Way turned to SugarCRM to keep pace with increasing demand.
Sage Adds a Little Spice to Its Roadmap
Sage Summit '08: Sage CRM General Manager David van Toor fields questions on social CRM, the recession, and collaborative communities.
Sage Keeps the Economy in Mind
Sage Summit '08: Keynotes reveal inaugural customer awards and encourage customers to fight through the recession like champions.
Avaya Goes Vertical with Proactive Outreach
The company's new outbound messaging offerings will first target financial services and healthcare industries.
From the Rolodex to the Cloud
A CRM pioneer's look at the evolution of sales and marketing tools.
Virtual Spenders
Personas, avatars, and social communities will drive spending in 10 years.
Generational Spending: A Special Report
Every consumer belongs somewhere. And spends accordingly.
Act Your Age! {Consumers Do.}
A visual look at the numbers that affect the numbers.
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.
Getting the Picture in Customer Support
How to chart activities and processes to deliver superior customer service.
Interaction Recording Market Forges Ahead
New research indicates global sales continue to climb, and will surpass the billion-dollar mark by 2010.
Infor Tries to Unite Old and New
Inforum '08: Built on acquisitions, Infor unveils plans to increase investment in integration.
Maximizer Mobilizes More
With the release of Maximizer 10.5, the Canadian CRM mainstay adds to its wireless capabilities and spruces up the value to SMBs.
Speak With Your Customers
Sometimes you need more than CRM automation.
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?
How Much Marketing Is Too Much?
Whether marketers send messages across multiple channels or just one, every customer has a limit. The trick is knowing where that limit is.
The Next Act! for an Acquisition
A valuable customer management system is worth saving.
Tech Solution: Text Mining Tools
Business Problem: Failure to create actionable strategies from unstructured customer data.
Sage Applies Logic to User Adoption
SalesLogix version 7.5 offers extended Web access and customization features.
The Customer Experience Tattoo
Gartner CRM Summit '08: Industry analyst provides recommendations in keeping interactions with the customer skin-deep.
Tech Solution: Business-Card Scanners
Business Problem: Managing important business contacts amid a hectic travel schedule.
Are Support Systems Way Off-Base?
Web 2.0 technology leaves many companies' knowledge base systems in the dust.
Market Focus: Financial Services -- Keeping Your Money on Their Minds
Compliance, mobile banking, data in the cloud—financial services firms have a lot to deal with when it comes to CRM.
The 2008 CRM Market Awards: Elite -- VisionShare
Making a healthy data transfer with Microsoft and Axonom.
The 2008 CRM Market Awards: Market Leaders -- Midmarket Suite CRM
In a largely untapped market, Salesforce.com finds itself firmly in the winner's circle for the third consecutive year.
The 2008 CRM Market Awards: Market Leaders -- Small Business Suite CRM
For the "true" small business, needs may be less robust, but reliability's a must -- and Maximizer Software takes top honors this year.
The 2008 CRM Market Awards: Market Leaders -- Sales Force Automation
Some things don't change: The continuing trend toward "SFA plus something more" is accelerating, and Salesforce.com takes the title once again.
Forrester Waves to Midmarket CRM
Forrester Wave: Midmarket CRM Suites '08: Despite consolidation, buying CRM software for the midmarket segment is still a major headache.
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.
Sage Act!s on Customer Feedback
Act! by Sage 2009 keys in on user requests, aiming to improve their experience.
Maximum Security
You're nothing without your data -- so what are you doing to protect it?
Wouldja Look at That?
Vendors and users both now have an unprecedented degree of control over what a CRM application can look like. How should that power be used?
8 Enterprise Strategies That Stick
CRM can be a tough animal to tame. We've gathered a handful of tunes that actually soothe the sometimes-savage beast.
Four BI Vendors Crest the Forrester Wave
Forrester Wave '08: The latest report on enterprise business intelligence shows SAP's BusinessObjects property in a tight race with three other respected vendors.
SFA Vendors Come and Go in Gartner Magic Quadrant
Magic Quadrant for SFA '08: Gartner's latest sales force automation report shows some movement, including some dropouts, as the research firm focuses on big business; Oracle and Salesforce.com top the field.
¡Viva la Revolucion!
It's been a long and wasteful battle, but are we nearing the end of the war between marketing and sales?
4 Simple Tips for Business Intelligence
Making BI ridiculously obvious.
Enterprise IT Goes Green
Forrester sees nearly six times more respondents in this year's survey, a sign that green initiatives are increasingly top-of-mind for technology departments.
If MDM's So Great, Why Aren't Companies Mastering It?
Two recent reports throw a bit of cold water on master data management, despite significant benefits and business process gains.
The Best Service is No Service
Fixing problems before they occur.
“The Internet Is Still the Wild, Wild West”
AOTA '08: Security is nascent and consumers are still hesitant to make an online transaction. What will it take for the Internet to be a place where everybody knows your name—and it's OK?
The Second Coming of Web 2.0
"Web 2.0" has been the subject of much buzz -- especially in CRM. What's beyond that buzz, and how can you make it work for you?
All Talk
Unified communications has the potential to drastically alter the business landscape -- assuming vendors really can get their collective act (and your communications) together.
RightNow Starts Flipping Through Channels
RightNow Technologies' latest release adds chat and surveys to its multichannel customer-care arsenal, seeking to capture the voice of the customer.
Filling Out the Spice Rack
Sage Insights '08: A roundup of announcements from last week's partner conference.
Swenson Clears the Cobwebs for Sage
Sage Insights '08: The new CEO discusses her observations of the company, and outlines goals and aspirations for the coming year.
The Stewards of Business Intelligence
TDWI Spring '08: The most important element in BI -- the human factor -- is also the most-often overlooked.
Sales Self-Sabotage
The cause and the cure.
ISM Announces Its Top 15 Lists for CRM
ISM Top 15 '08: The CRM consultancy anoints its annual crème de la crème of the industry, and divulges emerging and prevalent industry trends.
Voice Automation Hops to the Forefront
Ribbit, calling itself "Silicon Valley's first phone company," launches a CRM integration with Salesforce.com, paving the way to unite business applications with the spoken word.
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.
The Excellence Myth
In an exclusive excerpt from his new book Excellence Every Day, industry thought leader Lior Arussy examines the truth--and crippling fictions--behind the value of experience.
7 Steps to SOA Success
Services-oriented architecture--and the Web services it supports--is one of today's hottest software trends. It's also one of the least understood
Genesys Opens Its Intelligent Customer Front Door
G-Force '08: At its annual user conference, the Alcatel-Lucent unit expands on the launch of its latest offering.
Web 2.0: The Wrap-Up Edition
Web 2.0 Expo '08: Mashups and meshes and dashboards -- oh, my!
4 Steps to Winning Over the Community
Web 2.0 Expo '08: With interest in Enterprise 2.0 at an all-time high, it's time to get the people behind you.
One in a Billion: China's Youth Yearn for Individuality
A rapidly developing nation, China has a rapidly changing youth population and marketers need to keep up.
Mobile Messaging Keeps Moving Up
With market leaders like Amazon.com leading the way, the emerging medium is making waves.
The Rebirth of Taxes
Online- and catalogue-only merchants are being called out for getting a head start, but a new bill hopes to even the score
Labor Disputes Reach The Contact Center
Pending lawsuits filed against AT&T and other companies over unpaid contact center wages could change the traditional value model.
Building the Bridge Between Service and Selling
The only growth strategy you need.
Marketing Myopia
Traditional approaches waste money.
Customer Satisfaction Is Just the Beginning
According to statistics from a newly published study, organizations are realizing that "customer satisfaction" means far more than just "happy customers."
Oracle Finally Says ''See Ya'' to ''Siebel'' for On Demand CRM
In addition to a long-rumored change in naming conventions, the software giant's Release 15 weaves social networking into on-demand CRM; also, a new Mobile Sales Assistant is unveiled.
Sage's New New Global Strategy
Sage Software's latest CRM shift promises one step up in mobility and another toward integration.
Best Practices: CRM and Wireless
Gartner Wireless '08: By heeding lessons learned, companies can help ensure they get the maximum benefit from mobile CRM deployments.
Have Laptop, Won't Travel
Gartner Wireless '08: As the mobile workforce continues to evolve, "portable personality solutions" will be all the rage, says one Gartner analyst.
The Longitude of Experience
Reconsidering the life cycle of customer interaction.
Selling CRM to Your Sales Force
They're set in their ways, stubbornly independent, and resistant to change. But your staff doesn't have to be your toughest sale.
The Tipping Point for Customer Service
Reframing service as a profit center is the key to driving new growth.
People Buy Trust Before They Buy Products
CRM trends and gimmicks mean nothing without trust.
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.
Fueling the Engine of Sales Success
5 keys to sustainable self-motivation.
Marketers Get Invites to the Social Networking Party
Loyalty Lab's newest release links email to myriad activities -- and makes messaging relevant for social networks.
Social Networking Continues to Permeate Customer Service Solutions
The expanded partnership between eVergance and Jive Software underscores a growing need to provide tools enabling online consumer forums.
Former Sage CEO Goes to Corrigo
Industry heavyweight Ron Verni lands at a field service management company, with a mandate to create growth.
Enabling the Real-Time Service Enterprise
Service optimization technology changes the dynamic.
Required Reading: Strategic Minds Think Alike
But why?
CRM Gets Serious
With customer loyalty an ever-more-fleeting commodity, businesses must deliver consistent -- and consistently high-quality -- service. In the five stages that define CRM maturity, is your company among the leaders? Not knowing means you're not there yet.
Rumble in the Office
Your sales force and your technology staff may not respect each other's turf, but you'd better broker a truce if you want your business to thrive.
Collaboration: The ''C'' in CRM
CRM is changing, and you better change with it.
ACT! Enacts an Online Community
Riding the Web 2.0 wave, the Sage Software unit provides a place for users and experts to interact.
Amdocs Tries to Digitally Connect with Communications Providers
With Amdocs CES 7.5, the company looks to usher in a new era in which consumers control the purchasing process.
With Clementine 12.0, SPSS Goes Deep
New data mining release offers improved functionality for a broader base of users.
Mismanaged Lead Management
Sales organizations aren't measuring what they need to measure; closed loop lead management could be the answer to multiple woes.
Oh, Behave!
It's never easy to know precisely what your customers are feeling -- but you can certainly pay attention to what they're doing, and behavioral targeting can lead to actionable insight.
Fine-Tuning the Channel
They're not exactly employees, and they're not quite customers, but your channel partners can be equally important -- and you can't just direct them by remote control.
Listen Up!
Just because your customers are calling in to an automated response line doesn't mean your script is automatically going to work. Designing a truly interactive conversation is anything but simple.
The Big Rigs Get Revved Up
With an updated GoldMine in the driver's seat, a Carolina truck dealership steers to unified customer information.
Do Not Call Gets a New Lease on Life
Direct marketers praise Congress' decision to extend the popular legislation.
The Death of Mass Marketing?
Forget about mass products for mass customers: Many companies are better served by providing customizable products and services.
Transform Your Contact Center Into a Profit Center
Innovations and contemporary best practices.
Social Networking: The Harbinger of Trust
The one overarching trend that will likely make an indelible mark on customer-centric strategies will involve social networking in a big way.
The Dark Side of the Search Engine
Will a sage oracle sap your nice salesforce?
Getting Connected with Surveys
Covad achieves fat customer satisfaction with HyperQuality.
Banks Again Seek to Improve CRM
An industry traditionally at the forefront of CRM continues to make the effort to master customer interactions.
Customer Loyalty, to Coin a Phrase
For banks, connecting with customers is the coin of the realm.
Big-Name Vendors Get Into Gartner Magic Quadrant for Web Access
The research firm's assessment of companies handling access to Web-based applications reveals a rising Sun among the top group.
How to Duplicate Superstar Contact Center Agents (Without Cloning)
They're not just better than their peers -- they are dramatically better.
Customer Connection Is Sage's Flavor of the Day
On the scene: Putting recent executive shakeups in the rearview mirror, the venerable vendor dialogues about dialogue.
Contact Center Surveying Is Essential
The surveying market may be fragmented, but that doesn't diminish its importance.
Analytics Proponents Are Often All Alone
SPSS Directions '07: Panelists advocating statistical solutions at the company's North American conference seem to be mavericks of the business industry.
Predictive Analytics Foresees Change in the Future
The keynote presenter at SPSS's Directions 2007 North American Conference speaks about gaining a competitive edge by doing the math.
Voice and Interactivity Connect Consumers
Nuance Conversations '07: The convergence of various networks and technologies will ultimately determine the future of business enterprise.
13 Reasons People Will Open Your Direct Mail
DMA07: At the Direct Marketing Association's annual conference, the secrets to reaching consumers in the real world.
Mobile Makes an Impact
A new study shows how much influence mobile-phone advertisements have on consumers.
Sage Dismisses CEO
Facing challenges, the venerable midmarket vendor beheads its North American operations.
Managing Data for Privacy and Security
CDI solutions provide the framework for a comprehensive data sharing strategy.
High-Quality Companies Rely on High-Quality Insight
Generating insight into sales and marketing performance is critical for making smarter business decisions.
Imperfect Scores
Is a new industry standard keeping executives from focusing on the relationships that matter?
Let the Games Begin!
We can learn a lot from our pastimes...or not.
The Chain Gang
Your CRM is only as good as your ability to deliver to your customers. So why not merge supply chain management data with CRM to gain a holistic view? It's not that simple.
OutClick Media Gets a Second Opinion
A medical marketing company fills its sales transparency prescription with Entellium.
Double-Digit CRM Growth -- But Double-Digit Failures and Double-Digit License Limbo, Too
Companies will shell out 16 percent more on customer management apps next year, but nearly one-third of companies have experienced failed implementations -- and 25 percent of all CRM licenses go unused.
The 5 Pain Points of E-Commerce
At Shop.org's Annual Summit, one speaker rebuts the conventional wisdom that e-commerce has peaked, and reveals the "truths" about online marketing and how to fix them.
CRM Exclusive: A New Web Site Tailored for CRM Careers
A group of industry pundits will launch a new "online career center" at the Gartner CRM Summit later this month.
The 2007 Market Awards: Midmarket Suite CRM
The landscape among midmarket suite vendors is loaded with firms vying for increasingly limited technology-budget dollars.
The 2007 Market Awards: Small Business Suite CRM
The small-business themes of this past year have been partnership and verticality.
The 2007 Market Awards: Sales Force Automation
SFA is evolving into something larger and more comprehensive than it has ever been.
Tech Solution: Mobile Sales Tools
Business problem: Salespeople need on-the-road access to opportunity, lead management, and other sales-force-automation-related functions.
Gartner Navigates 'The Client-Driven World'
Relationship roles are changing as customers take control of how they want to do business.
CRM Magazine Announces the Winners of the 2007 CRM Market Awards
Companies, customers, and industry visionaries were honored this week at destinationCRM2007 for successes in the CRM marketplace over the last year.
ACT! Steers Users to a New Dashboard
New Sage offering provides productivity and business intelligence improvements; one industry analyst suggests the new version closes the gap between contact management and SFA.
CRM at the Tipping Point
Malcolm Gladwell, the renowned author of The Tipping Point and Blink speaks at destinationCRM2007 about how CRM can break the barrier and make its way to success.
Personalizing the High-Transaction Marketplace
How to put the individual experience back into every customer interaction.
Got a Unified Communications Strategy?
If not, you've got a lot of room to improve collaboration efficiency.
Making the Most of Marketing
Optimizing operations can intimidate the strongest of marketing departments, but with able people, good processes, and strong technology, the beast may be conquered, one bite at a time.
The Voices of Reason
Speech technology experts reveal the value of analytics and the secrets of locating what your customers say about you.
Mobile Data Revenue Could Triple in Asia-Pacific
Indonesia's broadband market will grow by 45 percent per year for the next five years, according to research, leading growth in the Asia-Pacific region.
Salesforce.com Joins Siebel Atop Gartner Magic Quadrant for SFA
Magic Quadrant for SFA '07: Oracle's Siebel has to share the spotlight in sales force automation, and additional challengers are closing in.
NetSuite Will Go IPO
After years of rumor, the on-demand CRM vendor files papers to become a public company; analysts agree it's the right time, more or less.
10 Secrets to Segmentation Success
The benefits of segment-level marketing can be quantified.
Trends in 2007 Online Retailing
Rich shopping is here.
Eat Your Vegetables
Focus on providing value to salespeople and to the company.
Screen Testing
Marketers can make more opportunities by testing to facilitate performance decisions, rather than going on intuition. The question is, which test is best?
The Alignment
CRM capabilities and business processes enable technology to shine.
Sage Takes a Vertical Leap
Sage Software's second vertically focused app targets financial services with a new contact/customer management solution.
Custom Fits
Whether off the shelf, on demand, or built in house with open source software, companies will need to customize their SFA systems
Sharpened Logic and Analysis for Sage
The vendor announces an improved, expanded version of its popular SalesLogix midmarket suite (and an analytics and reporting package) at its Insights convention.
London Texting
A new study indicates that mobile phone calling in Great Britain is experiencing a sharp decline, while the use of text messaging is on the rise.
An SFA Wave Hits a Crowded Beach
The latest Forrester Wave for sales force automation shows that Siebel still has what businesses want; a number of other vendors are challenging its primacy.
No More Dying by Inches
To help reverse the effects of its information malnutrition, a sales team must let its marketing department know what customer data is of value and what is not.
Too Much Pork for Just One Fork
Shiny, clean data and solid lead qualification will help satisfy all by closing the nutritional sales-and-marketing info loop.
The Emotionally Detached Customer
E-banking means fewer visits to the branch and fewer opportunities for banks to interact with customers.
E-Commerce Stumbles with Customer Service
Poor online retail performance needs to be addressed, despite continued industry growth; a 32 percent problem rate from the holiday season hasn't been fixed.
It's NICE to Be Secure
NICE Systems releases a new IP video security offering and a video management upgrade; the moves show a growing interest in network video.
ISM Announces Its Top 15 (or 16 or 17)
ISM Top 15 '07: The CRM consultancy's annual awards reveal trends in process and technology, and laud the vendors that are driving them forward.
Microsoft Introduces a New Level of Convergence
The company debuts SharePoint Server 2007 along with other announcements as it begins to focus on molding the Dynamics product line into a fully integrated suite solution.
Ramping Up to Service On-Demand
Gartner finds that the rapidly expanding SaaS market will force service providers to position themselves in preparation for the quickly changing landscape of IT software.
Community Activism
Experience be damned--creating a customer community is the best way to win wallet share.
VoIP Has Too Much Variation for SMBs
The range of IP telephony solutions presents smaller businesses with many confusing choices, according to a new study; vendors have an opportunity to create targeted solutions.
Mobile Marketing: A Balancing Act
A new report finds that as advertisers' interest in mobile marketing increases, carriers must find a way to increase mobile advertising while keeping customer trust.
SaaS and Web 3.0
Pointing the way.
From Crayons to Calculators
The transition marketers have had to make--from creative souls to metrics mavens--has occurred quickly over a relatively short period of time. Here, a brief on recent developments and some tips for remaining competitive.
Sage Climbs Up VerticalFalls to Spawn
The CRM fixture will use the technology obtained to deliver a new integrated bundle aimed at financial services advisory firms, including some of the larger enterprises.
Expert Systems
CRM's missing link.
Maslow's Hierarchy of Needs, Sales Compensation Style
Centive unveils the latest release of its on-demand sales compensation management system, featuring custom reporting and operational enhancements.
New Capabilities Will Drive Smartphone Sales
Different regions favor different kinds of applications; offline entertainment vies with online utility among mobile users.
Don't Box Boomers In
Baby Boomers have a strong online customer presence, but companies must pay attention to factors aside from age to get the full picture of this cohort.
Above the Sales Funnel
Increasing sales performance demands that lead generation optimization be top of mind.
Monetizing Media
Retailers can leverage brand assets and CRM capabilities to build a winning media business.
A Chilean Telecom's Poetic ROI
Unica helps to streamline campaigns and manage a burgeoning customer base for VTR GlobalCom in the land of poets.
Y Me
Members of Generation Y were the first to mature in a media-saturated, tech-savvy world--here's how to blow past the buzz and get the brand into their brains.
X Ways
Generation X's consumer identity isn't easy to pin down, but a large aspect of successful selling to this crowd involves clarity, honesty, and open communication.
destinationCRM Dashboard
Xactly Ties SCM to Data Management and Analytics
Two new products address the growing popularity of integrating on-demand apps with other solutions and analytics.
The Federated Approach to Customer Data Integration
A fast, cost-effective way to create a single customer view.
The 2006 Market Leaders, Part 1
They say that timing makes champions. These eight winners in as many categories (plus up-and-comers in our One to Watch boxes) prove the adage as they join more than a score of industry leaders in a year of opportunity-making industry changes.
The 2006 Elite
Satisfied customers, soaring returns on investment, cool runnings of both back- and front-end office processes--meet the CRM-enabled companies that planned implementations the way they should be done.
Are Customer Surveys Hogwash?
Many companies are simply using surveys to impress the customer, and they rarely ever act on the data to drive change in CRM initiatives.
Sage Gets Some Corum Functionality
Sage acquires the mobile division of its partner, Corum, in an effort to increase mobile integration; mobility is hot now for companies that want to invest in a product.
Sage Hopes Seven Will Be Lucky for SalesLogix
Sage launches the latest version of its full-featured CRM suite at the Gartner CRM Summit in Chicago, with renewed focus on end-user adoption and mobility.
Sage Livens Up the ACT! for 2007
The venerable product line receives upgrades to improve security, Outlook integration, and user productivity; one analyst lauds the new functionality.
Automate Your Sales Compensation Program
On-demand systems eliminate sticker shock.
The Cycle of Life Continues for CRM
Many vendors have either dropped out of the market or been acquired, but a slew of new, smaller companies with innovative solutions has stepped in to take their place.
When Virtual Is Reality
How far can the notion of a virtual team go?
Maximizer Says, ''Leave Your Laptop at Home''
The company expands its Microsoft integration and mobile solutions with the release of Maximizer Enterprise 9.5, in a move to ease the woes of the SMB sales force.
Customers Defect When the Silos Don't Connect
Dysfunctional relationships drive customers away.
The Maturation of MRM
Marketing resource management is growing up--and adding muscle to ROI--as companies seek to codify strategies and track marketing budgets.
Market Focus: The Public Sector--Eye on the State
Local and national governments are turning to CRM to satisfy the citizen-as-consumer.
Required Reading: CCOs and the Power Core
CRM's Colin Beasty spoke with Jeanne Bliss about her book, "Chief Customer Officer."
Spoke's Freedom of Information Act
By making its huge contact database available at no charge, the social networking provider hopes to fill a void in personal access while making fresh info the users' responsibility.
Eloqua Gets Its Platform On
Eloqua's Summer 2006 Conversion Suite offers customers the ability to create customized programs and moves the company toward true platform status.
Siebel Rules the Magic Quadrant for SFA
Magic Quadrant for SFA '06: Salesforce.com is the challenger and SAP the visionary, while Onyx and SSA Global take time off to cope with changes.
Shift Your Contact Center from Reactive to Real Time
It isn't about jumping on the latest technology bandwagon.
Wireless: Hot or Not?
Devices and platforms and applications abound--here's what you need to pay attention to
Japan's SMBs Will Demand More
Among the country's SMBs, hosted apps buys will grow by 23 percent in 2006, thanks in large part to SaaS-based CRM.
SMBs Are Serious About Web Hosting
Smaller businesses will seek to improve their online presence through vendors that can deliver expertise; telecoms stand to gain if they round out their service offerings.
Selling Is All About the Setup
New technologies help improve sales processes, but companies are not focusing enough on fundamentals.
7 Strategies for Partnering With Outsourcers
Overlooking these simple partnership practices may scrap any hope of delivering a seamless customer service experience.
NetSuite Launches ''SAP for the Rest of Us''
The company adds new ERP functionality to its popular on-demand suite, making it difficult for SAP to catch up in the race for the midmarket.
An ERM Upgrade for Pro Services--More Sales 'Whack-a-Mole'?
Contact Networks releases version 5 of its business social networking software, which focuses on bettering communication within professional services firms.
Sage Makes Commitments to Customers and Partners
The company reveals a score of new applications, and renews its allegiance to the channel that supports it.
The New Frontier for Retailers
It's here to stay and it will grow--now is the time to embrace it.
What We've Got Here Is Failure to Communicate
Businesses take marketing and promotional actions before understanding customers' expectations.
The State of the CRM Market
The most successful customers will leverage the industry's foundation.
Market Focus: Systems Integrators: VARs Vary in Customer Care
How CRM integrators aren't practicing what they preach.
destinationCRM Dashboard
8 Email Marketing Tips
Experts provide commonsense advice about 'one of the most powerful and yet one of the most dangerous mediums of communication.'
Barriers to CRM Success
Tech obstacles to CRM success can be considerable, but others include process and people concerns--read here about two companies' experiences.
Travel Metasearch's Version 2.0 Could Fly to New Heights
Metasearch 1.0 has a bad reputation, but the application of an AJAX-type interface and user-controlled content could make metasearch 2.0 an asset to airlines and customers.
NetSuite Episode 11: Revenge of the Suite
The new version marries AJAX to business process customization, adds new verticals, and heats up the suite wars.
SAP's On-Demand Vision
What can customers gain from the software giant's hosted offering?
Mobile Service Providers Must Face the Music
Cell services that fail to listen to customers will find nobody downloads music; customers are willing to pay a little more than iPod rates, but not the premiums they pay now.
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.
Are You Ready For the Catalytic Consumer?
Marketers must do their homework and make personal, relevant, anticipated, and attractive offers.
Social Networking: Getting in Touch the CRM Way
CRM magazine explains technology that will understand and leverage your relationship capital.
Retail's Two Worlds: Tips on Integrating Online and Offline Channels
Retailers are in transition as they balance customer experience in the store and on the Web.
The Sage Group Takes a Local
The company opens a new localization center in Ireland to streamline European operations; an industry analyst says the move also addresses differences in culture and marketing.
Mobile CRM Is Warming Up for Spring
New partnerships and predictions point to a period of rapid growth in wireless applications for sales, service, and marketing.
Bigger BI Budgets Are CIOs' Priority for '06
Gartner predicts strong growth for this rapidly expanding market, but not before companies start to look at BI as the means to strategic IT planning.
The FTC Snares Credit 'Repair' Scammers
The Commission and other law enforcement agencies have cracked down on 20 firms that claim they can remove negative information from credit reports.
Data Security Measures: An Increasing Concern For Contact Centers
Be sure to act in accordance with clients' wishes regarding data security requirements.
Real-Time Mobile Solutions Can Maximize a CRM Investment
Seven tips for rendering data real and actionable.
The Supreme Court Denies BlackBerry's Appeal
The fate of the wireless email service likely will rest in the hands of a Virginia judge, but analysts don't think customers should worry.
How and Why Your Value Proposition Is Valueless
Make change-agent sales methodology work by transitioning from a feature and benefit seller to a strategic seller.
Safe Secrets
When is safe too safe? Establish reasonable guidelines and stick to them.
CRM: The Past and the Future
Born of contact management applications 25 years ago, enterprise software systems have come a long way.
Tech Solution: Workforce Optimization Tools
Business Problem: Managers cannot staff and manage their contact centers effectively.
The FTC Cans Spam
The U.S. government is making progress against unsolicited commercial email, but there is a long way to go before inboxes are empty.
Analysts Vary on the BlackBerry Suit
NTP's case against RIM is causing uncertainty, and creating opportunities for competitors.
December 2, 2005
Teradata focuses on financial management through an acquisition; DataFlux launches a blog on data quality; LAS helps companies inspect names; and more.
Feeding Market Growth with RSS
Marketers should consider RSS as a means to capitalize on niche markets.
A Word Is Worth a Thousand Pictures
Mine the rich source of customer information that lies buried in recorded calls.
Tech Solution: Sales Forecasting Tools
Business Problem: Managers can't predict the sales pipeline.
The Year in (P)review
Looking back, and to the future: CRM trends and events to watch.
destinationCRM Dashboard
For the full stories and more news, visit destinationCRM.com
IT's $6 Billion Spending Spree
SOX-compliance spending in 2006, as in 2005, is expected to hit the $6 billion mark; dissimilarities appear in how spending will be segmented.
November 29, 2005
LivePerson launches version 7.5 of its hosted enterprise CRM solution; Ellison agrees to settle the insider trading lawsuit; Knova has a new vice president; and more.
Microsoft Mobilizes Messaging
The company's latest messaging and collaboration solution is hosted for SMBs; Magneto push technology and new features up the mobile device ante.
Mobile CRM Is Making Moves
The market is expected to outstrip the growth rates of traditional CRM, with the U.S. market faring substantially stronger than its European counterpart.
Forrester's SFA Wave Reveals Changing Tides
Sage CRM SalesLogix is listed as a leader in both the midmarket and small business categories; analyst says this market will continue to merge its deployment models.
Telecommunications Drops in Respect
A CRG study indicates that email gaffes in responsiveness and the quality of answers helped retail surpass the telco sector, but Bell Canada secured the top slot in company evaluations.
The New IT Professional
Versatility, initiative, and business knowledge are essential for success; professionals will need to focus on business processes and relationships, as well as technology.
Enabling the Disabled
An emerging trend in outsourcing brings the workplace to disabled Americans.
CRM's High Wireless Act
Wireless immediacy allows enterprises to pursue CRM simplicity with powerful rewards for everyday functions.
October 25, 2005
Telemarketing firms settle consumer charges; RightNow announces financial results; Parature releases version 6 of its flagship product; and more.
Sage's New Global Strategy
Restructuring Sage's CRM delivery strategy is part of an ongoing effort to rebrand and unify Sage's SMB products.
The Knowledge War
Actions speak louder than words when it comes to the true difference between informational and transactional self-service.
Unleashing the Partnership Marketing Opportunity
Create better products and more effective marketing campaigns at lower cost.
The Hot Skinny on Hackers
What do they know, and how do they find out?
The 2005 Influential Leaders
Influential leaders are those who pave the way for others to follow. They are often the first to market with a strong CRM product or strategy, are often the best at delivering a product or strategy, or have such industry clout that their actions reverberate widely in the market.
The 2005 CRM Leader Awards: Introduction and Table of Contents
Our 2005 CRM Leader Awards pay homage to companies and individuals who have helped customer-centric companies build and maximize positive customer relationships.
The 2005 CRM Market Leaders, Part 1
The CRM industry over the course of the year grappled with well-publicized mergers and acquisitions, executive turnover, and product line restructuring. Still, the industry's impact--especially in the small and medium business markets--is growing more pervasive across industries and within organizations. With an eye on ROI, companies are benefiting from lower startup costs, shorter implementation times, ease of use, and more robust analytics, from both the on-demand (hosted) delivery model and on-premise solutions. Spearheading these developments are the 2005 CRM Market Leaders--read on to see how they are driving the market and how they stack up against the competition.
The 2005 CRM 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.
The 2005 CRM Elite, Part 2
It is impressive when CRM vendors promise business performance improvements never before possible, but it is more impressive when their products actually deliver on those promises. The CRM Elite awards showcase six companies that have achieved significant returns on their technology investments that have either met or surpassed their expectations.
An ICCM 2005 Product Showcase
Consolidation continues in the industry as Witness makes an impact with workforce optimization integration and Avaya helps companies with regulatory requirements.
CRM Magazine Announces Its 2005 CRM Leader Awards
Congratulations to this year's award recipients. Their hard work this past year has helped organizations streamline many of their business processes and significantly improve their customer relationship efforts.
Teradata Announces a Power Threesome
Relationship Manager Version 6 contains 'the three most important dimensions of customer dialogue'--relevance, timing, and significant customer offers.
CRM New License Revenue Grows Again
A shift from penny-pinching to business growth and the appeal of hosted solutions are contributing to a license-revenue upswing.
September 6, 2005
Sage releases ACT! 2006; Salesnet previews its 25th Anniversary Edition; Siebel dodges an SEC bullet; and more.
Anatomy of a Successful CRM Implementation
Five criteria every organization should address.
Find Out What Employees Are Afraid Of
Fear keeps many workers from reaching their full level of commitment and productivity.
A Prescription for Ricohvery
Office automation meets SFA with ACT! and WiredContact.
Organizations Seek Target Marketing's Bull's-Eye
Budget are on the rise; senior management and marketers agree on six initiatives as companies reset goals.
August 16, 2005
UniPress Software introduces FootPrints 7.0; TuVox reveals new speech applications; a new general manager will oversee Omniture's European headquarters; and more.
Best Practices for Online Surveys--A Five-Step Process
Learn the why and how of leveraging online surveys for greater CRM.
CRM in an Age of Legislation
Privacy laws have forced sales callers and outbound marketers to clean up their act and given them a chance to polish their image.
Do It Yourself
Self-service done right--in the right enterprise--can return some real benefits. Here, a review of the five top vendors with robust, integrated solutions
Back From the Dead Lead Management
Rainmaker Marketing's Lazarus integration of ACT! resurrects a phone reseller's sales, relationship growth, and agent efficiency.
July 15, 2005
FrontRange announces positive first quarter results; Entellium enhances its flagship product; Business Objects names a new CIO; and more.
CRM Analytics: Opportunities and Challenges
Frost & Sullivan presents a what's-hot discussion; financial services, retail, and telecommunications are active cross-selling areas now.
Optimize Revenue Through Life-Cycle Analytics
Make robust analytics work--5 tips.
The Fifth ''P'' of Marketing
Process calls for grounding strategic decisions.
An Inside Look at Outsourcing
The ink is dry on the contact center outsourcing contract. Now what? We take a look at five factors companies need to evaluate over the course of the agreement to ensure a smooth-running partnership.
Celebration Studios Finds NetSuite Engaging
A wedding photography business responds to anxious brides-to-be in minutes, not days.
Make Payment Processing GO
A payment-processing leader learns the benefits of back-end integration.
Sage Takes Its ACT! on the Road
The venerable contact-management and CRM software receives a remote-access facelift.
Integration Still Leaves Some Users Confused
The sources of discomfort are service-oriented architecture and the enterprise service bus model.
BI Tools to Manage Real-Time Response
Additions to Business Objects' operational BI platform still require integration, but address the trend of operational and tactical analytics.
Experian Delivers Small-B2B Marketing Intelligence
Business Owner Link tool helps marketers find business owners during their off hours.
Hold Yourself Accountable Or Someone Else Will
A 6-point agenda for sales and marketing executives.
Customer Experience Management: From Utility to Delight
CEM promises to be the new level of strategic differentiation and innovation for businesses.
Tarantella
M&As left remote access provider Tarantella in an information silo trance; a new CEO called on SalesLogix to cast a customer-centricity spell.
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
100 Proven CRM Ideas, Part 2
...successful and disastrous: 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Edited by David Myron
SMBs Shift Best Practice in Marketing Approaches
Community relations is now a crucial practice; Web sales remains a strong revenue stream.
Consumers Want Banks to Show Tough Love
Financial institutions must act as better consumer advocates by improving customer education and encouraging financial discipline.
Weighing In On Wireless
Industry leaders emerge, but performance as a whole lags behind typical customer satisfaction rates.
Building a Single View of Customers
Start with an audit of customer permissions, system security, and business rules for accessing customer data.
The Personal Touch
Your customers connect to your brand through their experience--it's an emotional bond.
Something Extra for the Enterprise
Web analytics, integrated order management, and partner portals partly comprise NetSuite's new CRM+ offering.
Enlisting CRM to Fight Spyware
Malicious applications are challenging the Internet's integrity as a business tool.
CRM Is a Journey, Not a Destination
We hear from 5 companies that have worked for years to refine, realign, and improve their customer relationships, long after the project first went live.
First Franklin Lends a Hand With Customer Management
The mortgage lender is improving employee management and customer databases to turn percentages into a huge ROI.
Will Onyx's Enterprise Challenge Corner Siebel?
The company is launching into the enterprise and business analytics space, but vows not to leave SMBs behind.
SPSS Highlights Customers' Future Needs
Understand, predict, act--predictive analytics helps companies realize how to see customers' value both now and in the long term.
April 6, 2005
Gold's Gym gets stronger customer service using Avaya; WebSideStory and Flak eSolutions enter into a partnership, Pivotal loses CEO; and more.
Is Inbound Calling the Next Legislative Target?
Lawmakers are taking aim at companies that use offshore call centers.
My Flat In London
The fashion forward boutique gains a unified view of its luxury-item customers by improving order management and sales.
Are Megamergers Turning a Blind Eye to CRM?
New corporate pairings may have little to do with customer strategy.
Waiting for Wireless
Can on-demand CRM developers cleanly cross over into offline operation?
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.
Telecom Customer Complaints Are Rising
Billing and service continue to be two sore spots for wireless customers.
March 22, 2005
Oracle acquires Retek; Del Monte Foods to implement Cognos; Steve Roop joins Vontu's executive team; and more.
Consultancy Unveils Top 15 CRM Award Winners
Surveys of top vendors reveal the need for in-house implementations and to go wireless.
March 9, 2005
Blue Cross and Blue Shield of Kansas City select Business Objects; TechTeam Global to outfit hotels; Salesforce.com announces improvements in functionality and customization; and more.
Transforming Your Marketing into a Valued Customer Service
Address these key issues and implement right-time marketing.
Customer Service Excellence
The sales and service balance of power has shifted squarely toward customer satisfaction.
CRM Helps With the Heavy Lifting for Movex
The self-service mover has improved its efficiency, profits, and customer satisfaction.
No-Tech CRM
How to improve customer satisfaction without relying on software, servers, and screen pops.
February 28, 2005
USF chooses RightNow; SAP and Retek sign a merger agreement; SalesCenter releases SalesCenter 3-D; and more.
Salesforce.com Posts Record Revenue
The on-demand CRM provider is on pace to register 250,000 customers by this summer.
Amdocs Dials Up Telecommunication Integration
New Amdocs 6 product, services, and strategic partnership are targeted for telecommunication providers.
On-Demand SFA Providers: Building Out Analytics and Localization
Competitors for on-demand SFA business are still racing for new customers and new capabilities.
Should Email Be Revamped?
Email is becoming an integral part of CRM solutions, collaboration suites, knowledge management solutions, and BI applications, forcing generic-email system vendors to develop flexible solutions.
It's Showtime!
Entertainment companies are putting the spotlight on targeted customer strategies to improve service, build loyalty, and grow wallet share.
6 Ways to Maximize Contact Center Profitability
What follows are six strategies that companies are using to maximize contact center profitability while minimizing risk.
Hospitals Improve Service With Real-Time Patient Interaction
A new partnership between Skylight Systems and Gallup expands in-room service and data gathering options.
January 25, 2005
Vcommerce and Omniture announce a partnership; Witness Systems completes its Blue Pumpkin acquisition; TeleTech Holdings and Avaya announce a joint offering; and more.
Managing Risk and Data: Two Key Drivers in the Global Financial Industry
Financial institutions are noticeably improving their data management.
January 20, 2005
Atos Origin acquires KPN's CRM business; SalesLogix signs Big River Telephone; Aderant announces its upcoming CRM suite; and more.
Required Reading: Who Is the Voice of Your Company?
The folks in charge of the marketing, image, and branding typically don't pay much attention to the guys in the call centers.
SMBs Are Adopting Right-Size CRM
Smaller companies are finally providing a long-expected boost in CRM adoption rates, but curbing overall IT-spending growth.
Accounting Irregularities Are Linked to Poor Performance Management
Cognos unveils its latest upgrades in enterprise corporate planning capabilities, designed to provide a real-time single view of a company's operations.
December 15, 2004
Hospitality Solutions rolls out SalesLogix; Harte-Hanks helps Collections Etc. better target customers; DoubleClick and Omniture begin product migration; and more.
Midmarket Champions
Best Software and Salesforce.com are the leaders in the SMB space, according to a new survey.
It's Not Business As Usual
As the CRM industry reinvents itself, 2005 promises both new opportunities and new challenges.
CRM Success Is an Evolution
Wells Fargo banks on CRM process improvements for capturing new business.
ACT! 2005 Users Report Troubled Transition
Best Software believes the situations are isolated and under control.
The Effect of Corporate Misalignment on ROI
If an organization's IT and business units have misaligned CRM goals, it will not get an accurate picture of ROI.
Putting the Satisfaction in Customer Satisfaction Surveys
Avoid burning out customers by using enterprise feedback management.
PeopleSoft Says ''No'' Again
Oracle sets a November 19 deadline for shareholders, but the takeover battle may last longer.
Salesforce.com Partners Introduce a Range of Integrated Applications
Dreamforce '04: Dozens of software vendors are now tying their CRM capabilities to the on-demand CRM platform.
Salesnet and UniPress Software Announce an Alliance
The vendors look to cover both the sales and service worlds with their new partnership.
Salesforce.com Unveils Winter Release Details
Dreamforce '04: New customizing manager and customer service capabilities are key updates.
CRM's Dysfunctional Relationship
Companies looking to boost loyalty are starting at the front lines.
The Disappearing Act
We find ourselves again and again puzzled by customers' needs, and we fail to address them.
Transforming Data to Results
"You have to do the right thing for the good of the customer, regardless of any resistance."
The Underrated Differentiators
Contact centers can help organizations create a significant competitive advantage. Here's how.
Permission Marketing Fulfills the Promise of One-to-One
The customer who opts in is the one you really want in the first place.
Turning Service Into Sales
The role of the contact center agent has expanded considerably, with each agent now required to act in up to three roles.
Wires: News and Technology for October 13, 2004
Onyx and Best announce mobile solutions; Pragmatech releases integration tools; Cognos completes its acquisition of Frango; and more.
Software as Service Is Evolving Slowly But Surely
The report is the premiere entry in a series of papers Summit plans on the on-demand and hosted software markets.
Get Your Facts Straight
The economy has forced marketing and salespeople to be less artists and more scientists as far as being very metrics-driven.
Vertical Focus: Healthcare Organizations Turn to CRM to Cure Their Ailing Customer Strategies
The industry feels the same pressure as other markets do to do more with less.
SalesLogix and Salesforce.com Expand Their Customer Service Offerings
These are very different announcements: They're both targeting customer service, but Salesforce is targeting the call center, as compared to focusing on premise-based trouble tickets.
Growth Without the Growing Pains
One of the greatest benefits of moving to a CRM solution is the ability to integrate front- and back-office processes.
CRM Magazine Reveals the Winners of Its 2004 CRM Leader Awards
The Awards recognize superior performance in ROI excellence in customer companies, individual achievement, and vendor leadership.
Don't Put the Cart Before the Horse
In a successful CRM implementation process must always precede technology.
PADI Worldwide's CRM Plans Surface
PADI Worldwide unified sales, accounting, membership, and training and education to make members more self-sufficient and reduce customer service calls.
The Siren Call of the Midmarket
Midsize companies are increasing their uptake of CRM, while large, international enterprises are cutting back.
The 2004 Market Leaders
The time has come once again for CRM magazine to reward excellence and achievement among vendors in the CRM industry. CRM vendors have individually and collectively worked to build confidence in the discipline, and those efforts are paying off. According to AMR Research, companies are still making modest-but-measurable increases in their spending on customer management tools and strategies, to the tune of an additional $600 million in spending expected for 2004. Interest is strongest among midmarket and SMB firms, which we classify as those companies under $1 billion and under $100 million in annual revenues, respectively. But there was plenty to stir things up this year. Read on to see what companies prevailed from 2003, and how others are leaving an indelible mark on the industry.
The 2004 Market Leaders (Part 1)
The time has come once again for CRM magazine to reward excellence and achievement among vendors in the CRM industry. CRM vendors have individually and collectively worked to build confidence in the discipline, and those efforts are paying off. According to AMR Research, companies are still making modest-but-measurable increases in their spending on customer management tools and strategies, to the tune of an additional $600 million in spending expected for 2004. Interest is strongest among midmarket and SMB firms, which we classify as those companies under $1 billion and under $100 million in annual revenues, respectively. But there was plenty to stir things up this year. Read on to see what companies prevailed from 2003, and how others are leaving an indelible mark on the industry.
The 2004 Market Leaders (Part 2)
The time has come once again for CRM magazine to reward excellence and achievement among vendors in the CRM industry. CRM vendors have individually and collectively worked to build confidence in the discipline, and those efforts are paying off. According to AMR Research, companies are still making modest-but-measurable increases in their spending on customer management tools and strategies, to the tune of an additional $600 million in spending expected for 2004. Interest is strongest among midmarket and SMB firms, which we classify as those companies under $1 billion and under $100 million in annual revenues, respectively. But there was plenty to stir things up this year. Read on to see what companies prevailed from 2003, and how others are leaving an indelible mark on the industry.
Best Software Updates ACT!
Best Software unveiled ACT! 2005, the latest version of the original desktop contact manager.
Marketing Along the Gray Line
You can't predict when a prospect may need your products and services, but you can stack the odds in your favor.
Merger Storm on the Horizon?
Pure-play knowledge-base providers are seeing a need to compete with service-oriented companies.
Transactions: Customer Wins for August 17, 2004
QAS announced the signing of eight top catalog and mail order companies; ACCO Brands' Kensington Technology Group implemented RightNow Service as its contact center platform; and more.
Wires: News and Products for August 13, 2004
DATALink Systems and Sales Force Management Software announced a partnership to provide productivity software tools to sales managers in Puerto Rico; Interactive Intelligence's business communications software has been certified by VoEx, enabling customers to extend Internet protocol trunking beyond customer premises to the public switched-telephone network; and more.
Report: Companies Need Coherent Customer Survey Strategies
Quadstone defined a five-step model for proper follow-through on customer service inquiries.
Wires: News and Products for August 6, 2004
Dendrite International announced the results of its second quarter; Mercury Interactive Corporation and Siebel Systems have made public a development agreement to design and build test automation interfaces between Siebel 7.7 and Mercury's BTO offerings; Pivotal Veracity, launched the eDelivery Tracker for B2B, a new delivery optimization solution for B2B marketers; and more.
SalesLogix Unveils Version 6.2
Among the advances in SalesLogix 6.2 are more tightly coupled sales and customer service capabilities, better access to opportunity data (including new-opportunity analytics), improved language support, and an expanded roster of customizable features.
What's in it for Me?
Methods that will help encourage channel partners to buy in to the benefits of CRM.
CRM Supports Internal Customers, Too
The company now has control over its order process, and soon will be able to get rid of its legacy billing system entirely.
School Districts Use CRM to Balance the Needs of Their Constituents
For the full CRM benefits to be realized, schools will have to expand their focus, tracking the full life cycle of each student, from kindergarten through graduation.
Digital Service Channels Are Gaining Acceptance
The use of email as a customer service channel is becoming a fact of life for a growing proportion of U.S. households.
Making the Case for Customer Profile Management
To reach a holistic view of the customer and the various ways customers are using services, providers must tap into a wider variety of data sources than ever before, encompassing marketing, CRM, billing, and data from other applications throughout the enterprise.
The Week in Review: July 9, 2004
Blue Pumpkin announced another consecutive quarter of revenue and net earnings growth; ProfitCenter Software unveiled the Version 2.5 Functionality Release of PCS' Profitability Software Suite; and more.
Consumers May Face Increased Risk of Identity Theft
A new study finds that over the next fours years there will likely be an increase in the number of worldwide, unique phishing (email scams that try to get customers to reveal personal information) attacks.
How Can Companies Use CRM to Enforce Compliance Requirements?
By capturing contacts through customer interaction recording software's user-defined business rules, organizations can record, analyze, and report on specified types of contacts, as well as their adherence to compliance requirements.
Other People's Customers
There are at least five major issues that prevent us from execution. Acting requires recognizing and addressing them.
Customers for Life
Capture the mythical creature known as The Lifelong Customer.
7 Strategies for Profiting From Customer Data
These seven strategies illustrate some of the best ways to apply the information you may already have in your contact center to improve your standing with customers.
CRM.GOV
Industry pundits maintain that the biggest growth area in CRM over the next three years will be in the public sector, especially within state and local governments.
How to...know when to upgrade your CRM tools
You don't necessarily need to pay top dollar for every new revision and incremental improvement the vendor offers up.
Delivering Top Line Customer Service
Not using customer service interactions to further relationships with customers is just poor stewardship.
The Week in Review: June 18, 2004
Unica Corporation has formed an alliance with Biz360; Witness Systems announced that O2 Ireland has implemented the Witness eQuality solution; and more.
Top Challenges For Mobile CRM Users? Data Management and Bandwidth
Mobile CRM continues to be a juggling act of convenience versus connectivity, particularly as more companies switch to emerging service-based CRM tools.
Best Software Unveils Triple-Barrel Midmarket CRM Strategy
Insights '04: Best Software revealed plans to take more CRM market share in the small- and midsize business markets at its annual Insights conference, held in Orlando, Fla., last week.
The Week in Review: June 11, 2004
Best Software has named Joe Bergerathe senior vice president and general manager of contact management solutions; OnStation introduced AutoCards, a new enhancement to its OnStation ShopConnect CRM service; and more.
Keeping the Right Customers
Can companies use CRM as effectively to retain profitable customers as they can to escort unprofitable customers to the competition?
Salesforce.com Files Amended Prospectus
Salesforce.com, citing the quite period surrounding IPOs, would not comment on the amended prospectus.
Ensuring the Success of Insurance Companies
CRM vendors have come around to a new way of addressing the needs of insurers.
Dow Corning's Extreme Makeover
The new approach shook up a drowsy company, giving it a renewed spark and focus to face a more competitive landscape.
The Coming Rebirth of Email Marketing
Make no mistake: Permission-based email marketing has a very bright future, and spammers' days are numbered.
Connections Inside and Outside the Enterprise Are Crucial To CRM
No amount of cultural change will stand if data cannot flow freely and reliably.
The Next Chapter of CRM
The biggest obstacle to date has been the difficulty in formulating the single view of any given customer.
Oracle Lowers its Offer for Rival PeopleSoft
The revised offer brings the overall price tag down from approximately $9.4 billion to approximately $7.7 billion.
Salesnet Turns to the Channel to Capture the Midmarket
Partners now account for more than half of Salesnet's new accounts in the midtier.
Vertical Focus: Pharmaceutical Firms Find a Spoonful of CRM Helps the Sales Pitch Go Down
When a rep can squeeze in time with physicians it is paramount to bring the right message to the right doctors at the right time.
Big Bang Is a Scientific Theory, Not a Training Strategy
Put aside the notion that the flip of a technology switch should herald the start of CRM training. For training to be truly effective it must begin before any CRM technologies are implemented.
CRM Superstars
CRM initiatives need to be driven from the c-level, but it takes the daily efforts of those associates who use the systems to make CRM a success.
Midmarket Mavericks
The benefits are the result of a heated battle among CRM vendors, all eager to win their share of the huge, underserved midmarket.
News in Brief
What Will Wake You Up at 3:00 A.M.?
Successfully managing CRM initiatives is a difficult job, and it may actually be getting harder.
The Art of War
Midmarket companies are now spoiled for choice.
Midsize Companies, Mammoth Results
We embarked on a mission to find outstanding examples of recent CRM results in the midmarket.
Does Access to Real-Time Data Make a Difference in Customer Profitability?
Aggregating customer data in real-time across multiple applications, platforms, systems, and entire organizations can be more difficult than herding cats, but there is an alternative: an interoperating system.
Best's Road Ahead, After its ACCPAC Acquisition
The deal, announced late December 2003, delivers a hosted-CRM solution to compete with the likes of Salesforce.com, NetSuite, and Siebel Systems.
Winning CRM Companies Reflect the Industry's Growth
For the first time since the awards were created in 1992, ISM's Top 15 CRM Software Awards are divided into two categories: enterprise CRM and CRM for SMBs.
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 Elite
The Elite award honors customer companies that have gained impressive returns on their customer service investments. Winners were selected based on return on investment, project implementation times, and overall impact on the organization.
New & Noteworthy
CRM Helps Professional Services Firms Obey the Law
Whether the compliance relates to personal privacy issues, spam, homeland security, federal, state, and local laws, healthcare, or securities, CRM solutions providers need to be aware of the issues.
The Week in Review: February 27, 2004
The CDC Software takeover of Pivotal was completed on Wednesday; just 9 percent of U.K. firms believe they are fully able to monitor their business processes and be alerted to issues as they occur in real time; Willie Doyle has been named vice president of applications development at Walker Information; and more.
The Top 5 Ways to Keep Agents
There are two kinds of human needs: extrinsic and intrinsic. Extrinsic needs are things like money and incentive programs, but what many organizations lack is the ability to satisfy an agent's intrinsic need, such as appreciation.
Gartner: Best Software Tops SMB CRM Market
Gartner estimates that Best Software has amassed 25 percent of the worldwide CRM market in the small business space, besting companies like FrontRange and Salesforce.com, which are vying for the same space.
A New Gartner Report Announces Three Positive Ratings
The big winners were Best Software's SalesLogix, Onyx Software, and Salesforce.com.
Why Should I Test My CRM Application?
Testing is the process of exercising software to verify that it satisfies specified requirements and to detect errors. CRM application testers look at two broad areas: functionality and performance.
Forrester Ranks Hosted SFA Solutions
TechRankings analyzed both the ability of the vendor to support the solution and its functionality, including the tools to manage the sales process and sales management--from managing opportunities, quotas, and forecasts, to assessing the results.
Is CRM Contracting or Expanding?
A case can be made that the CRM market is contracting, but to focus on that trend is to miss a quiet expansion that is also occurring within the CRM world.
Electronic Theatre Controls' Stellar Service
Tracy Wundrock, director of IS, Electronic Theatre Controls, discusses the challenge of implementing CRM.
The Goldilocks Syndrome
Following are three stories of how perseverance led to CRM success--and that's no fairy tale.
The Changing Role of the Contact Center Agent
Driven by everything from sophisticated tools to brutal cost pressures, the role of the contact center agent is changing, in large part to create more business value from a smaller, more highly skilled workforce.
The Right Customer Data Boosts Sales and Marketing Effectiveness
Informatica's analytics solution gives HPshopping.com deep visibility into the effectiveness of promotions and other sales activity, as well as the ability to quickly act on anything that may cause sales to drop.
Legislation to Drive BPM Market Growth in 2004
Many businesses are relying on BPM applications to help them comply with the Sarbanes-Oxley Act of 2002 (SOX).
The New Wave of Consumerism
Most organizations are only now coming to grips with this new reality: Customers are in control, they believe they have rights and they expect companies to honor those wishes.
Salesforce.com to Go Public
Morgan Stanley will act as sole book runner for the offering, and comanagers will be Deutsche Bank Securities, UBS Securities, Wachovia Capital Markets, and William Blair.
New Product Spotlight: December 17, 2003
Best Software this week announced enhancements to Dynalink for SalesLogix; FrontRange Solutions announced the availability of HEAT Plus Knowledge 8.0 and HEAT Asset Tracker 8.0; and RightNow Technologies and LiquidMatrix have forged a partnership to provide best-of-breed customer service solutions and best practices to universities and colleges.
Email Management: Be Local, Act Global
It positions KANA customers to capitalize on the growing BPO trend, enabling companies to benefit from low-cost labor available in offshore regions like India and the Philippines. Email responses can be conducted offshore and managed in the United States, using KANA IQ to look for customer-specific information.
Change Management
Employees create products, interact with customers, and directly affect and are directly affected by major corporate initiatives--there is a small number of best practices that ensures that employees make the most of CRM.
How Can My CRM System Support Sarbanes-Oxley Compliance Initiatives?
Steps for leveraging CRM as part of every company's strategy for complying with Sarbanes-Oxley legislation.
Getting Sales Force Automation to Work
The system has to be simple to use and offer real value to sales representatives and other stakeholders.
Creating Realistic Customer Expectations
Customers are willing to stay if they can expect a significant value of some kind from the product or service they are using.
Getting the Most From CRM Technology
Accuweather has blended UpShot into its systems, making day-to-day operation easy for users to maintain through security, added reports, new reports, and new processes they themselves put in place.
Driven by Service
Aberdeen Group surveyed 380 executives earlier this year, asking them to identify their technology investment priorities for contact centers over the next 18 months. The most surprising takeaway is that 45 percent maintained that the contact center was a "critical" part of their company's product and customer strategy.
A Winning Formula
Executives from five leading vendors speak out on collaboration between sales and marketing.
Hosted CRM Is Hot
All the hosted solutions aim to help companies do more with their sales forces with less up-front investment.
A Battle Won in the War on Spam?
The laws focus primarily on the most heinous practices of shady spammers like deceptive subject lines, lack of opt-out provisions, disguising the source of the email, and delivering pornographic materials with no warning.
A Customer Satisfaction Study Shows Some CRM Surprises
A recently released study from HYM press showed that customers' satisfaction with 14 leading CRM software systems and vendors is based on a variety of things, including functionality, customizability, and financial stability.
Telco Customers Lack Loyalty
Distracted by massive industry consolidation, new technology, and changing infrastructure, it seems telecommunications providers aren't getting a clear signal when it comes to customer complaints
How Can Customer-facing Employees Help Build Brand Equity?
Nearly half (45 percent) of recent Maritz Poll respondents indicated that their companies' brand or image played an important role in their decision to apply for a job at those firms.
Improving the Process of Selling
How to overcome the barriers to implementing an effective sales process.
Complaints Are Great. Keep Them Coming
Remember, customers have a choice when facing a complaint: They can call you or call your competition. Complaints are second chances, and we don't get too many of those.
One Company, Two CRM Strategies
Two divisions that serve The Schwan Food Company's markets, Schwan's Home Service and Schwan's Food Service Group, have revamped their CRM strategies as part of Schwan's ongoing effort to keep customers satisfied and loyal.
HOT PROJECTS: Banking
The mortgage-refinancing boom taught wholesale lenders a real lesson about the loyalty and attention span of their broker-partners.
Free CRM Can Ad Up
The company is targeting small businesses with between two and 100 workers, a different strategy from the current group of ASPs that is beginning to make headway in larger companies and the enterprise space.
PeopleSoft Expands Product Line
PeopleSoft announced the expansion of its Customer Loyalty and Retention program with IBM into the European telecommunications service provider market, as well as a new release of its Enterprise Supplier Relationship Management solution.
Guerilla Marketing versus the 800-Pound Gorilla
Guerilla marketing is in full swing, with a twist, in the CRM space.
Collaborate, Don't Dominate
Turf protection, the roar of power struggles, and self-preservation don't create collaborative cultures.
Marketing Automation Under Attack
Some analysts say the success of the Do-Not-Call registry will likely spawn additional Do-Not-Contact legislation.
The Week in Review: September 26, 2003
Cognos announced that Fist Citizens bank has chosen its new ReportNet product; outsourcing is the fastest growing technology segment within the federal government, according to a report released by INPUT; UpShot announced Monday that Arasys has selected UpShot's online CRM service; and Witness Systems has appointed Sandra Jimenez as managing director of the company's Latin American operations.
Do Not Call List on Hold
Oklahoma Federal Judge Lee R. West ruled on Tuesday that the FTC overstepped its authority in creating the national list.
NetLedger Changes Its Name To NetSuite
NetLedger today announced it is changing its corporate name to NetSuite Inc.
Aprimo Makes Marketing Modular
Aprimo focuses on four states of marketing expenditure, including budget, forecasted expense, committed expense, and actual expense.
Stopping the Switch
When coupled with Convergys's real-time product bundling and discounting capabilities, which can be used to attract new customers, carriers using these Convergys billing solutions will be better positioned for the effects of WNP, according to the company.
Oracle Unveils Grid Computing
Oracle CEO Larry Ellison says the new server architecture can lower costs and provide increased reliability.
Finding Profit in Customer Behavior
Companies win customer share by investing in customer development and customer management strategies.
You Can Take it With You
Millions of unhappy customers can shed the yoke of oppression and change carriers, while holding on to their phone numbers. This could create churn rates higher than the wireless industry could imagine.
Vertical Focus: Government
A recent study reveals that 92 percent of surveyed government executives consider it either "important" or "very important" to deliver "superior" service, but 90 percent of the respondents say their agencies are not yet delivering that superior service.
The 2003 CRM Elite
*Winners were selected from among companies that either nominated themselves or were nominated by their vendors.
The 2003 Influential Leaders
Here, we spotlight customer-company and vendor executives who have made a significant impact in their company or on the industry in the past year. Additionally, we introduce our inaugural CRM Hall of Fame, and induct three industry luminaries.
The 2003 Market Leaders (Part 1)
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.
New Product Spotlight: August 27, 2003
NetLedger and Artisoft today announced the availability of an integrated Web-based phone support system for hosted applications; Best Software has released ACT! Link 2.0, which better integrates ACT! with Intuit's QuickBooks products; and Alinean has released ValueIT 3.0, a comprehensive ROI tool kit.
CRM Magazine Announces Its 2003 CRM Leader Awards
Many of the industry's top customer-company and vendor executives took part in the ceremony, which was followed by an interactive panel discussion.
New Product Spotlight: August 20, 2003
PeopleSoft's WPS is designed to help customers tie together all the elements of organizational development; Sane Solutions, developers of NetTracker, and Best Software announced Tuesday that Sane has joined the SalesLogix Technology Partner program; and ChoiceStream has launched the MyBestBets Personalization Platform.
Do-Not-Email Legislation?
A report by consulting firm Reservoir Partners examines how organizations still need to be proactive with customer communications.
Creating Strategic Empathy
Change decisions come about when business plans and objectives meet the reality of a continuously changing market; service provider decisions are choices among alternative providers that will help make the change.
Partnership Happy
The report maintains that this year, participating IT services providers expect to sell 26 percent of their services via other IT services providers.
How Can I Create a Pricing Strategy That Allows Me to Maximize Revenue?
Though you can set price, you do not actually determine the value of your product.
We are the Champions
Here, the winning strategies of five CRM project leaders who successfully championed CRM initiatives within their organizations.
Balancing Act
Is it possible to strike a balance between optimizing productivity and providing top-notch service and profit from it? Yes.
6 Barriers to CRM Success And How to Overcome Them
Take the following advice on how to overcome these six barriers, and keep your organization from being among those that have squandered their CRM investments.
A Powerful Mix
ROI in Progress
Quick Wins?
In CRM initiatives, faster may mean better--but not always.
Have Number, Will Travel
According to market research, there is a strong link between agent performance and customer churn.
What Knowledge Management Isn't
Through KM support organizations can answer questions and resolve problems using, reusing, and adding to, information that exists all over the company, which in turn improves the bottom line.
Banking IT Spending Flat in '04
Spending for outsourced services and software, according to the new report, will see the largest increase; spending for consulting will decline, and hardware and network equipment spending will remain flat.
Salesforce Sues UpShot
Prior to filing the lawsuit, Salesforce.com says it privately challenged UpShot advertisements through the National Advertising Division of the Council of Better Business Bureaus Inc.
Microsoft CRM Gets POPular
Zeacom's screen pop capabilities can cut as many as 12 seconds from of each call, according to Zeacom CEO Miles Valentine.
New Product Spotlight
Onyx Software has released CRMExpress; WebSideStory has introduced new campaign analytics and optimization capabilities for its HitBox Enterprise analytics service; Genesys Telecommunications Laboratories is extending its Internet Protocol (IP) family with the introduction of Enterprise IP Contact Center.
Getting IT Together
Don't fall into the proprietary pitfalls when integrating. Just as packaged applications caused the scattered data silos and disparate operating systems, using proprietary software to integrate will open another Pandora's box.
HOT PROJECTS: Insurance
When customers don't know about services they may want to buy, it's like throwing away opportunity.
State Attorneys General Are Looking Into Oracle Bid
Several state attorneys general, including Texas and California's, have scheduled a conference call to look into Oracle's hostile takeover attempt of PeopleSoft.
Declaration of Customer Service
A recent KANA study on customer service within the public sector found that more than half of all citizens polled are seeking Web-based interaction with state and federal government agencies.
Best Software's Slew of Products
Version 6.0 is a bundle that includes inline updates to ACT! 6.0, ACT! Link for Palm, and ACT! Link for Pocket PC.
The People Part of the Excellence Equation
To maintain this difference managers need to do three things: hire right, engage their employees, and retain the best people.
A Slice of the Good Life: New York--Oracle Corp.
The Multitask Master
A Slice of the Good Life: Dallas--Ascendix Technologies
Great Teams Think Alike
News in Brief
HOT PROJECTS: Analytics
Making Self-Service Work
FAQs reflect the questions that customers ask. And they answer the customers' questions, solve their problems, and enable them to take action--without a follow-up email or phone call.
New Product Spotlight: May 14
ACT! on your Blackberry; ChannelWave hits the mid-market; Motiva makes largest upgrade in years; and more.
Increasing Your Reach
The smart marketer realizes the long-term value of establishing specific goals for any email-marketing program.
And the Winner is... Salesforce.com
Salesforce.com grabbed the Codie for Best Software Service, and for the second year in a row the ASP was named Best Customer Relationship Management Program.
Global Tensions and Your Sales Force
Will growing differences between America and Europe have an impact on your reps' ability to sell?
Batting 1.000
Six years ago the White Sox organization realized that if it could get a better handle on its fan base--particularly season ticket holders and those looking for group tickets--it would lead to more sales and better customer retention.
HOT PROJECTS: Construction
Week in Review: April 25, 2003
In the news of the week: Best Software realigns, Dendrite makes acquisition move, and Salesforce.com taps former Siebel executive for board of directors.
Creating True Communication With Customers
Relationships, even eCRM relationships, are a two-way street.
Week in Review: 4/11
A roundup of this week's CRM news
War Talk
How to handle discussing touchy political topics in a business setting.
CRM Success Stories Are Abundant
Highly publicized cases of past CRM failures are no reason to condemn an entire category of technology.
Product Roundup
A review of some of the hot new products hitting the market this week.
Prove It
Vendors have begun to put in place structured ROI calculation tools to quantify value from the outset.
In Beta: ACT! Moves to the Web
Are CRM Consultants Objective?
In the current market of integrators owning shares in vendors, companies need to be aware of the basis for some recommendations.
Required Reading
Mobile Workers Are Integral to CRM Success
If you have a vested interest in having customers, then field service is not only relevant to you, but is also a crucial part in the successful CRM mechanism.
New Product Spotlight
Salesforce.com, Best Software, and SupportSoft are among companies introducing products that help workers more easily send and receive email messages, significantly increase database performance, and shorten help desk or customer service calls.
The Shortcut to ROI
Companies that follow this approach to CRM are finding they can achieve quick, measurable profit improvement: Become more customer-centric; act today; make better use of all that data collected in your CRM databases.
A Room With a (Point of) View
Executives on the SuperPowers of CRM panel offer their opinions on where the market is headed and how to get there ahead of the pack.
Who's Minding the Mid-Market?
Mid-market CRM vendors are partnering with consultants to get your business. Here are 10 tips to help you select the right consultant for your needs.
HOT PROJECTS: Travel & Hospitality
Seattle-based travel site Expedia.com uses E.piphany E.6 for its analytics capabilities, to orchestrate its email campaigns, and to act as a de facto workflow tool for its call centers.
Vertical Focus: Manufacturing
Best Software Brings its ACT! Online
Giving customers software that they have complete access control over and by making it fully compatible with existing ACT! programs has put Best in a good position to continue to turn good profits.
The Week in Review
Oracle Corp. has tapped Robb Eklund, as its new vice president of marketing; Allant Group Inc. has announced the appointment of Michael Reynolds as executive vice president of business development; Convergys Corp. announced earlier this week that it has acquired Cygent Inc.
Morale Stinks!
But before you can improve it, you must first understand the key elements that foster--or ruin--morale.
Dynamic Content Touch Points
You can't build CRM without content.
No Holds Barred
CRM vendors are pulling out all the stops to boost sales.
The Real (Time) Deal
Making CRM Whole-Brained
Metrics and ROI will not materialize unless CRM incorporates major cultural change as an element of success.
Linking Data to Build Sales
Vicki Hamilton, vice president of shared services and IT operations for The Weather Channel, explains how the service firm brought its sales force under one CRM umbrella.
Business in an Instant
The six primary benefits of becoming a real-time enterprise.
Business in an Instant
The six primary benefits of becoming a real-time enterprise.
Pharmaceutical Industry Lags in CRM, Study Says
The most important way for companies to gain a better understanding of what their customers want is to shift focus from doctors to patients.
Enabling Real-Time Selling in a Real-Time Enterprise
An overarching goal of RTE lies with the need for process automation to manage the detailed steps involved in moving transactions and business events from start to finish.
MS CRM Spurs Mudslinging
A handful of CRM players are going on the offensive by releasing public statements discrediting Microsoft's forthcoming product.
The Road to Success Is Paved With Determination--And a Bit of Tweaking
Jess Hartman, CIO and vice president of New Horizons, tells how the training company used training, of course--and the creative integration of SFA and CRM--to make its CRM initiative a success.
Partner Pen, Not Poison Pen
The facts of CRM life dictate that to succeed we must all get along.
UpShot Adds Outlook Integration
A two-way integration enables Outlook users to have all the information from email move into the UpShot CRM system and vice versa by simply clicking on the specific email.
The Customer is (Sometimes) King
Is corporate America really giving customers the royal treatment, or is that just a fairy tale told by those who rule the CRM kingdom?
A Day in the Life of a Call Center
The New York City Department of Housing Preservation and Development's contact center is turning heads--including Mayor Bloomberg's.
Sybase Turns Data Into Economic Value
Sybase announced yesterday at a customer luncheon in New York that it aims to improve the flow, speed, and quality of data to employees is through its latest portal solution, called Enterprise Portal (EP) 5.0.
Best Software Launches SalesLogix 6
SalesLogix version 6.0, Best Software's latest version of its mid-market CRM platform, operates, according to the company, on an entirely new architecture for faster deployment and open development.
Analytical Paradox
The business of customer analytics is to get answers quickly so marketers can leverage newly gleaned information for competitive advantage. Why, then, is it so difficult to get answers to simple questions, let alone the complex ones? Welcome to the Catch-22 of Customer Analytics.
Let's Just Say TTFN
PATRIOT Act Takes Aim at the Financial Sector
Knowing your customer has become more than a business imperative.
Achieving ROI
Profits on the Line
Gartner's CRM Excellence Awards
Mexico's Grupo Financiero Bital takes top honors; British Columbia Automobile Association tops in mid-market category
NetLedger Preps Hosted CRM Solution
Company leverages established Oracle Small Business Suite customer-base to compete in the CRM hosting market
Gold in the SMB Space
The SMB market is substantially undeveloped and to date far less competitive
Mid-Market Mayhem
The mid-market is CRM's new land of opportunity--and a heated vendor battleground.
Leading the Niches
Analytics, PRM, and call centers all have notable vendors that support them. But classic CRM vendors are powerhouses in these markets as well.
Right On!
Stellar CRM is possible. Here are the stories of five outstanding implementations to prove it.
Time for the Sixth ACT
A new version of the contact manager offers better integration with Microsoft Outlook and Excel and is packed with new features
Call Center Agent Gets the Call
Next wave of CRM moves to the frontlines, says Datamonitor; work-force optimization; vendors ready products
CRM To Lead Mobile Adoption
Datamonitor: Global enterprise investment in mobile field service to hit $220M this year
Quarterly ROI: Foolproof or Foolishness?
Chasing quick returns on strategic initiatives does not make much sense--or does it?
Slim Down Call Center Costs
Are your call center costs bursting at the seams? Here's how to trim down expenses while toning up service.
Sign check. Leave tip. Opt in. Eat free mint (optional).
CRM helps one seafood spot reel in customers.
Making Good on the Promise
Critical success factors for an effective CRM
Can You Have Your CRM Cake and Eat It, Too?
Most companies measure ROI on either cost savings or on revenue growth, but rarely on both.
Running Out of Gas?
As more customers embrace a new generation of CRM applications, some old standbys face uncertain futures.
The Truth About CRM Success & Failure
CRM implementations are not as disappointing as research firms claim.
Gunfight on the CRM Frontier
The Sage Group creates CRM division to go head-to-head with Microsoft's Great Plains Software
Avoiding Analysis Paralysis
Single-view. Real-time. Predictive. The variety of analytics applications can be overwhelming. Here are the key trends in analytics to help sort through the clutter.
SalesLogix Going Mobile
Interact Commerce Corp., a developer of mid-market CRM offering and SalesLogix unveiled a partnership with Vaultus Mobile Technologies Inc. to bring its users a mobile CRM solution for Pocket PC handheld computers.
Onyx Unveils Enterprise CRM 4.0
Unwinding at a cafe in Palo Alto, Calif., after a long sales tour, Onyx CEO Brent Frei couldn't stop talking about his software's strong technical foundation. Three weeks later, Onyx unveiled today its Internet-based Enterprise CRM 4.0 suite, developed specifically to run on a Web services-enabled platform.
Here Today, Gone Tomorrow
Consolidation is continuing. Here's how to protect your investments if your CRM vendor gets acquired.
Arbitrel Joins Sales Logix Partner Program
Interact Commerce Corp., maker of CRM offering SalesLogix, said that Arbitrel Inc. has joined the SalesLogix Technology Partner Program.