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Articles: Enterprise CRM
According to a recent study, 32 percent of the typical workweek is spent helping others resolve questions.
Through KM support organizations can answer questions and resolve problems using, reusing, and adding to, information that exists all over the company, which in turn improves the bottom line.
Here are 12 lessons that have been learned from the history of CRM implementations that companies must heed to ensure that they build effective CRM capabilities.
Even after PeopleSoft announced Friday that it has completed its acquisition of J.D. Edwards, Oracle still insists it will complete its hostile takeover of the combined company.
PeopleSoft has completed its acquisition of J.D. Edwards; Green Beacon Solutions announced that it has entered into a marketing partnership with Narragansett Technologies; SAP AG reported a slip in sales for the quarter ended June 30; and Salesforce.com has added Peter Gassner to the company's executive team as general manager and senior vice president for sforce.
For CRM to truly be effective, solutions must be designed and customized to fit with the unique business processes of each organization.
A total CRM/SFA solution aimed at sales force--productivity improvement must consider the overall aspects of sales management.
Oracle CEO Larry Ellison painted a grim picture of the competitive landscape, noting that SAP AG's dominance in the applications market would be hard to shake by any single vendor.
Integration in the mobile computing space will grow steadily in the next few years, particularly those engaged in mobility projects today that have identified specific mobile technologies or horizontal applications as areas of focus for the near future.
According to Meta Group's new poll, 75 percent of the organizations queried will spend the same or more on CRM in the next 12 months. The remaining 25 percent is expecting to spend less.
Siebel Systems announced it would cut significant numbers of staff to keep operating margins high amid downgraded earnings estimates for the second quarter ended June 30.
If the deal goes through, CEO Larry Ellison originally said he plans to jettison all of PeopleSoft except programmers and development staff.
Don't fall into the proprietary pitfalls when integrating. Just as packaged applications caused the scattered data silos and disparate operating systems, using proprietary software to integrate will open another Pandora's box.
Whether existing Western CRM giants or new, localized CRM providers prevail, expansion into emerging markets is good news for the overall state of CRM. It's even better news for global businesses looking at CRM solutions to help improve customer relations and increase revenue.
CRM still means different things to different people.
While the performance optimization market is still relatively new, the melding of workflow automation, training, workforce management, and workforce optimization solutions is starting to provide a soup-to-nuts means of identifying and improving agent performance levels.
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