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Articles: SMB/Mid-market CRM
Six truths about making CRM process changes to your organization.
Talking about significant results tied to investments in contact center technologies and services is one thing. Realizing outstanding return is another. CRM magazine honors five organizations that reaped the benefits of their contact center and customer service initiatives in 2005 in the following categories: Web support services, workforce optimization, speech solutions, hosted contact center services (a new category), and agent-facing universal desktop.
A close look at CRM's third annual Service Leader awards issue reveals that in some areas, the age-old debate is being resolved.
What can customers gain from the software giant's hosted offering?
The contact center industry was hot in 2005, as providers of customer service and support technologies and services strengthened their commitment to delivering first-class service. Many of the industry's players made their presence felt with forward-thinking mergers and acquisitions, while others upped the ante by growing from within and extending strategic alliances. We honor the industry's top-three leaders and one company to watch in the following categories: computer telephony integration, interactive voice response, Web-support services (formerly the Web self-service category), workforce optimization (formerly the workforce management and optimization category), quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a weighted formula that includes analyst assessments for customer satisfaction, depth of functionality, and company direction, as well as fiscal health over the course of 2005.
The company introduces a new suite of BI tools for companies of all sizes, and in the process, looks to compete against SAP and Microsoft.
Although IP telephony in the SMB market is still for early adopters, Mitel and Cisco led the way in U.S. market share of IP telephony station shipments in 2005.
The on-demand worthy delivers its first-ever vertical product, based on its own internal processes and targeted at software developers.
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.
ISM Top 15 '06: A survey of top vendors shows providers will continue to expand their on-demand and SMB offerings.
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.
Identifying and minimizing risks needs to be part of the ROI equation.
Four tough questions to ask your vendor.
Many companies say their CRM system implementations are surpassing their initial time and budget expectations.
Incubators are teaching on-premise vendors how to host.
Backing up data today helps ensure recovery tomorrow.
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