Articles: Sales Automation
The contact center industry was hot in 2005, as providers of customer service and support technologies and services strengthened their commitment to delivering first-class service. Many of the industry's players made their presence felt with forward-thinking mergers and acquisitions, while others upped the ante by growing from within and extending strategic alliances. We honor the industry's top-three leaders and one company to watch in the following categories: computer telephony integration, interactive voice response, Web-support services (formerly the Web self-service category), workforce optimization (formerly the workforce management and optimization category), quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a weighted formula that includes analyst assessments for customer satisfaction, depth of functionality, and company direction, as well as fiscal health over the course of 2005.
Preemptive defense against electronic fraud, which analysts call the new frontier of secure finance, gets a new weapon for the arsenal.
The vendor's latest on-demand sales compensation product goes after big businesses with tight wallets.
The settlement allows RIM to sidestep a potential freeze; the lengthy litigation process may have the company keeping a closer eye on competitors.
The on-demand giant's new Unlimited Edition includes increased support, storage, and development objects to put entire companies on the platform.
A Gartner analyst predicts "positive but modest growth going forward" for CRM license revenue, as industry players continue to expand their offerings and quench their M&A thirst.
Track after-the-sale customer issues, because 'It's not just about products.'
CRM magazine explains technology that will understand and leverage your relationship capital.
Marketers must do their homework and make personal, relevant, anticipated, and attractive offers.
The midmarket CRM player, recently acquired by Francisco Partners, unveils IP voice functionality that could extend its relationship with GoldMine shops.
U. K. consumers are still mostly swayed by price, despite businesses' attempts to win customers' loyalty in other ways.
New partnerships and predictions point to a period of rapid growth in wireless applications for sales, service, and marketing.
A new application from Xactly provides currency conversion and the ability to calculate pay rates based on relationships with a company.
The company's s 25th Anniversary Edition helps bring down the walls between sales and marketing. Two new modules, lead management and campaign management, head up the company's venture into marketing automation.
Different positions within a sales force require different functions from an SFA system, and tailoring to fit those functions is a big part of successful SFA strategies.
ERM helps to drive revenue by leveraging key relationships.
The RIA refreshes an on-demand dashboard only with figures that have changed.
How to find and convert high-value sales prospects.
The on-demand service and interface go offline, but financial analysts stand by the company's performance as the fiscal quarter comes to an end.
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Companies: Sales Automation
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