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Articles: SMB/Mid-market CRM
U.S. call center spending in the financial services industry between 1998 and 2003 increased by 118 percent; Customers are looking for better integration between applications, information systems, and portals; and companies are getting into offshore BPO, but enterprises should also examine the benefits from offshore "insourcing."
The number-three local phone company (behind Verizon and SBC Communications) is targeting small and midsize business (SMB) customers with its latest offering.
Market fragmentation makes it cost-prohibitive for most large vendors and service providers to sell directly into small and midsize businesses. Instead, they rely on local solution providers.
Known for its deep analytics capabilities, E.piphany is fueling its CRM suite with the customer relationship backbone, a set of J2EE services that is designed to enable organizations to solve critical data and process integration issues.
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.
The process of implementing a CRM program often goes wrong because of hurried projects that are implemented simply for technology sake with unrealistic project timelines and poorly documented goals.
UpShot's hosted rivals are offering migration paths for customers who are unhappy with Siebel's acquisition of the company.
Siebel Systems CEO Tom Siebel said the company's motive for acquiring UpShot is similar to acquisitions it's made in the past, which is, "within a very short time to establish a commanding lead" in its target market.
Siebel Systems Wednesday announced earnings that met Wall Street estimates and said it expects revenues to stay on the incline through next quarter.
Siebel Systems its announced on-demand hosted-CRM application, and emphasized the company's efforts on lowering the total cost of ownership for its CRM products.
Oak Investment Partners acquired Pivotal Corp. this week, and will subsequently be merged with Talisma.
PeopleSoft will exceed estimates for license revenue, total revenue, and earnings-per-share for the quarter ended September 30.
Salesnet announced a slimmer, trimmer version of its standard CRM suite, aimed at small businesses.
Salesforce.com also reported that it gained a larger number of subscribers in the past quarter than in any previous quarter.
The solution, which is available immediately, is aimed at small and midsize businesses.
The company made note of added functionality across marketing, sales, and service to improve business effectiveness.
Small and medium-size businesses require an approach to CRM that minimizes risk and cost, and increases return on investment.
Business intelligence (BI) solutions provider Actuate this week announced an expansion of its UpTrade Program; Sprint has unveiled five regional executive--briefing centers; Chordiant has announced the appointment of R. Andrew Eckert to Chordiant's board of directors.
According to "Hosted CRM Popularity Continues to Grow," 35 percent of survey respondents said they already use hosted CRM products; 85 percent of respondents said they would evaluate hosting as they enter the market for CRM solutions.
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Companies: SMB/Mid-market CRM
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