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Articles: Enterprise CRM
Translating requirements into features.
The department does not consistently put CRM into practice, even though it is a high priority; marketing relies too heavily on sales to drive customer satisfaction and it under uses analytics.
Rollouts and road maps are signs of Oracle's emphasis on enhancing existing product lines as the company deepens its SOA initiative.
The latest release in the CRM On Demand series, version 10 delivers custom-fit functionality for operations of all sizes.
Pivotal's owner is buying a Microsoft CRM partner, strengthening the bond between them for the time being.
Purchasing the billing and revenue management solutions provider should strengthen Oracle's go to market offerings for the communications and media industry, and bolster its apps focus.
The on-demand vendor has acquired Sendia to bring mobility to its AppExchange applications.
Although consumers polled indicate that site usability is up, customer information sharing leads to below average score.
IBM continues its SOA efforts with a cluster of products and services designed to help bolster SOA-based deployments.
Forrester peeks into the future of enterprise applications, and discovers that it's up to the customers.
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.
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.
How weak, moderate, and strong support from the brass yield different results for CRM implementations.
What can customers gain from the software giant's hosted offering?
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