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Articles: Enterprise CRM
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?
Part II: Reduce resistance and increase ROI with change management
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.
Companies are willing to pay more for dependable providers, but continue to choose outsourcing to reduce their costs.
The vendor's latest on-demand sales compensation product goes after big businesses with tight wallets.
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.
Pivotal's parent company makes another bid for the rebounding Onyx Software, putting cash into the deal for shareholders.
Information security is a predominant concern in companies looking for outsourcing vendors, according to a recent report.
The technology space is poised for substantial upsurge, but vendors must make the upgrade process as simple and trouble-free as possible.
Enterprise applications face lukewarm adoption, even when they've been customized, according to a Butler Group report.
Gartner analysts predict more business intelligence usage throughout enterprises, with increasing focus on seamless deployment into strategy and business processes.
The companies expand their SOA partnership to jointly develop and market analytics tools and consulting services.
The settlement allows RIM to sidestep a potential freeze; the lengthy litigation process may have the company keeping a closer eye on competitors.
The middleware provider expands its SOA offerings by acquiring a BPM software company; expect a stronger service focus and access to new verticals.
ISM Top 15 '06: A survey of top vendors shows providers will continue to expand their on-demand and SMB offerings.
Identifying and minimizing risks needs to be part of the ROI equation.
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