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Articles: SMB/Mid-market CRM
G-Force '05: The company collaborates with Verizon to forge a hosted IP solution; the partnership with Microsoft will now deliver BPO solutions.
SAPPHIRE '05: SAP releases the latest version of its CRM suite, but analysts cite the company's 'failure' to deliver a hosted application.
SAPPHIRE '05: SAP touts its NetWeaver platform/partnership concept as the next evolution in CRM, blending innovation with best-of-breed capabilities.
Insights '05: The company announces at its annual partner conference new initiatives and a name change to signal alignment with its international brand.
Not just for SMBs anymore, organizations of all sizes are now evaluating the potential of hosted contact center solutions.
Community relations is now a crucial practice; Web sales remains a strong revenue stream.
A forum for online advertising warns about being invasive when targeting based on consumer habits.
The market remains fragmented, so leading vendors must drive home the value of offerings to command market share.
Enhancing homepages will continue to be a trend through 2009, representing some new opportunities for technology vendors.
Bring your support staff closer to the customer.
Growth opportunities are being fueled, in part, by the outsourcing of IT and business processes, according to IDC.
Web analytics, integrated order management, and partner portals partly comprise NetSuite's new CRM+ offering.
The company is launching into the enterprise and business analytics space, but vows not to leave SMBs behind.
Vendors must educate companies about cost-savings regarding software as a service and open source technologies.
SugarCRM takes on Siebel Systems and Salesforce.com with a cost-conscious, hosted suite.
George Shaheen, the new CEO, acknowledges the importance of product suites remaining fresh, as analysts question the company's management structure.
Our Service Elite awards, chosen by the editors, are presented to the customer care operations that have delivered impressive results by achieving satisfaction and customer return on investment that set the standard for the rest of the industry. We recognize Elite customer care implementations in the fields of knowledge-base tools, agent-facing desktop applications, quality monitoring, workforce management, speech solutions, and contact-center outsourcing services.
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.
May the efforts of the 2005 Service Leaders, Service Excellence, and Service Elite award winners continue to build and maintain consumer trust and satisfaction.
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