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Articles: Enterprise CRM
Two unfortunate situations have captured center stage at the end of summer 2004.
The time has come once again for CRM magazine to reward excellence and achievement among vendors in the CRM industry. CRM vendors have individually and collectively worked to build confidence in the discipline, and those efforts are paying off. According to AMR Research, companies are still making modest-but-measurable increases in their spending on customer management tools and strategies, to the tune of an additional $600 million in spending expected for 2004. Interest is strongest among midmarket and SMB firms, which we classify as those companies under $1 billion and under $100 million in annual revenues, respectively. But there was plenty to stir things up this year. Read on to see what companies prevailed from 2003, and how others are leaving an indelible mark on the industry.
The responses to the surveys reflect what [executives] think on the subject and where it fits into their business plans.
Presenting financial information from 2003, the report analyzes the workforce management market.
Unisys and KRC Research polled 150 top executives and IT decision-makers to examine the concerns and goals of companies that have deployed a comprehensive analytics strategy.
After years of running into roadblocks trying to ensure that its own service representatives could communicate effectively with one another while in the field, Pitney Bowes needed a new strategy.
Consumers are open to buying more products and services, but only if the customer service representative (CSR) first resolves the customer's concern.
Pure-play knowledge-base providers are seeing a need to compete with service-oriented companies.
QAS announced the signing of eight top catalog and mail order companies; ACCO Brands' Kensington Technology Group implemented RightNow Service as its contact center platform; and more.
The modules being upgraded, Oracle Sales, Oracle Marketing, Oracle Partner Relationship Management, and Oracle e-Commerce, either create or expand functionalities across most of the company's selling platform.
In the second generation hosted-CRM environment, it is the business user who should be able to set the workflow simply by defining his business rules.
Siebel Systems and SAP lead on the list, with Oracle, PeopleSoft, and Amdocs clustered closely behind.
A roundup of call center solutions for now and in the near future.
One key to achieving effectiveness, the report says, is sharing institutional knowledge.
SAP's application does not have the same amount of functionality as Siebel's, but in terms of what people actually use on a regular basis, they have reached functional parity.
Five methods to link employees' own work satisfaction to customer satisfaction.
The server market is moving toward Linux, so it only makes sense that CRM application vendors make their products available on the platform.
Both MS CRM servers and clients are affected and in need of patching.
Patrick Bakey is to be SAP's senior vice president and general manager of its North American CRM business unit.
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