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Articles: Integration
The future of a CRM investment rests on the company's ability to document and measure returns, according to a study by Harte-Hanks, a CRM vendor targeting community banks and credit unions. Harte-Hanks surveyed nearly 500 North American companies spanning manufacturing, finance, retail and transportation.
Consultants in North American and Europe trained on latest analytical CRM technology
Integrate offerings to deliver real-time analytics and intelligent routing; arms contact center agents with latest customer info
Enterprise resource planning (ERP) vendor promotes CRM at FOCUS 2002; targets traditional mid-market sweet spot, gets some traction outside customer base
Most enterprises struggle to gather complete, accurate, and consistent information about their customers. The process of cleansing and integrating customer data is often the hidden "gotcha" in CRM projects. This is rarely because project teams aim too high. Rather, it reflects the fragmented way that most enterprises gather and maintain data about customers in the absence of a vision for customer knowledge management (CKM).
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.
At its annual user conference, held this week in Denver, J.D. Edwards & Co. introduced an updated version of its family of products and services, new partnerships, and several customer wins and implementations.
AMR analysts square off on whether companies should lead with CRM or SCM technology; TaylorMade-adidas makes its choice
ACCPAC eCRM 5.0 enables office and mobile users to have improved integration to back-office accounting functions through the eCRM interface. Reporting and analysis tools are 20 times faster than before, says Tom Crafton, vice president of eCRM for ACCPAC.
Amid widely reported CRM failures, a Fujitsu Consulting study today found a bright spot in the telecommunications sector -- one of the fastest adopters of CRM technology.
The Web services explosion is just around the corner, according to a report by market researcher Patricia Seybold Group this week. But a pulse check at a recent CIO forum on the future of CRM, however, showed little Web services fanfare to date.
Deloitte Consulting expanded its alliance with SAP AG to jointly deliver mySAP CRM solutions for Fortune 1000 and enterprise companies. Deloitte Consulting adds SAP to its list of other CRM vendors that it services including E.piphany, PeopleSoft, and Siebel.
In a recent report from New York-based research firm, Datamonitor, called "Great Expectations But Not-So-Great Implementation: CRM in the Pharmaceutical Industry," the firm states "44 percent of pharmaceutical CRM projects either fail to meet implementation timescales or result in total project failure, a trend that is set to continue." The report cites organizational resistance and cost as the greatest barriers to successful CRM implementation.
Data-platform integrator Acta builds interface to Trillium data-quality software, hopes to address critical data flow and integrity issues
The word is out: Integration is the key to unlocking CRM's potential. Everyone from vendors to consultants and customers claim they can do it -- but it's just not that easy, industry watchers say.
The lines between service automation and other software are blurring, and thus signaling the fall of standalone eServices
There's no "short cut" to customer enlightenment - instead, companies must do the hard work to understand customer processes, issues, and opportunities, set clear goals (supported by specific actions and metrics), and prioritize the "long list" of possible projects into a series of steps that can improve customer value and demonstrate results.
Buyout of Navision expands global presence.
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