Biographical Information

Phillip Britt

Articles for Phillip Britt

Colleges Can't Cling to Old CRM Technology

Higher education today needs CRM systems that can integrate and adapt

Jewelry TV Unearths a Data Management Gem in Riversand

The TV retailer has tripled the amount of product information on its website

Booksy Increases Bookings with Bidalgo: A CRM Elite Customer Awards Case Study

The appointment scheduling app provider now sees more conversions from its video ads

Real Estate Agency Is Sold on Contactually

Engel & Voelkers improves customer follow-through with the CRM platform

Reputation.com Polishes a Property Manager’s Rep

For Garden Communities, managing online reviews is now a walk in the park

HubSpot Helps Eventige Book Business Fast

The marketing agency now grows brands while growing its own revenue streams

SendinBlue Sends the Right Message with Dataiku

Machine learning helps guarantee that millions of messages are delivered daily

Oracle Modern Customer Experience, Day 2: Oracle Provides Marketers with New Capabilities

As companies get more data, marketers have greater opportunities to increase revenue, Oracle's Marketing Cloud leader says.

Oracle Modern Customer Experience Day 1: Oracle Boosts AI, Adds Other Marketing Enhancements to CX Cloud Suite

Oracle unveiled a number of marketing and sales innovations in its cloud-based customer experience platforms.

Pulling Maximum Benefit From a Partner Ecosystem

Global companies don't become as successful as they are by going it alone

BoomTown Builds Valuable Voice Insights with Invoca

The B2B real estate software company increased conversions and ROI with call intelligence

Conga Aids Utah’s Economy

The Utah Governor's Office of Economic Development is using Conga Contracts to award business grants and incentives

Customer Reviews Require the Right Response

A smart approach can turn the tide of consumer sentiment

Oracle Buys NetSuite to Bolster Cloud Operations

The $9.3 billion acquisition could herald more deals involving the industry's big players, experts say.

Beware of False Location Data

Accuracy is just part of the battle; marketers also need to know how to interpret location data.

Mobile-First Strategies Take Hold in Emerging Markets

Improving technologies and economies enable marketers to connect with hard-to-reach consumers

Location-Based Marketing Segment Set to Soar

LBMA organizers cite apps, beacons, and geofences as tools to drive engagement.

Some of Tomorrow's Technologies Offer Benefits Today

Gartner Wireless Summit '09: Other gee-whiz technologies may not be far behind.

Mobile's No Place for a Browser

Gartner Wireless Summit '09: More than anything else, consumers want time- and location-sensitive information.

Sharp Decline Expected for Gift-Card Sales

A research firm and an industry trade group both come to the same conclusion: "Fewer people may be hitting the stores in January to redeem gift cards."

Software-as-a-Service Gets Strong Loyalty Marks

A new Gartner survey indicates that nearly 90 percent of current or intended users of on-demand software expect to maintain or grow their SaaS footprint.

The 9 Fatal Flaws of Business Intelligence

A recent Gartner report bemoans the fact that "companies tend to view business intelligence as [just] a bunch of technology."

Sprint to Subsidize Cost of WiMax Adoption

WiMax World '08: "Customers can get a lot of benefits out of WiMax if we take the complexity out of it," a Sprint executive says.

WiMax Finally Goes Global

WiMax World '08: The next-generation wireless standard is beginning to find success in several developments across the world.

U.S. Contact Center Shipments Fall for Third Straight Year

New research indicates that a 3.6 percent drop in 2007 may be followed by further declines this year -- and well into 2009.

Most Marketing Is Now Online

New research suggests that the bulk of an average marketer's budget is now spent online.

Still No Masters in Gartner's 'MDM for Product Data' Magic Quadrant

The latest assessment of master data management for product data covers 11 vendors -- and reveals no leaders. Is product data that much harder than customer data?

Nine New Vendors Join Gartner's E-Commerce Magic Quadrant Report

Magic Quadrant for E-Commerce '08: Veteran firms IBM and ATG top the field -- but the field itself is twice as big as it was last year.

The Power of Foresight: Top Companies Use Predictive Analytics

Better customer information leads to higher retention rates.

Customer Insights Breed Customer Loyalty

A new Aberdeen report says profitability is dependent on repeat buyers and a focus on lifetime customer value.

Are Small Businesses More Intelligent?

New research shows that business intelligence tools have a higher adoption rate among small businesses than their medium-sized counterparts.

Ongoing Demand for On-Demand BI

TDWI Spring '08: Real-time (or near-real-time) business intelligence continues to improve.

Self-Service Business Intelligence Is a Myth

TDWI Spring '08: Line-of-business users want access, but self-service is only a short-term solution.

The Stewards of Business Intelligence

TDWI Spring '08: The most important element in BI -- the human factor -- is also the most-often overlooked.

No Markdown for Price Optimization Applications in Gartner MarketScope

Business Intelligence Is Mission-Critical, for CRM and Others

Gartner Business Intelligence Summit '08: By 2009, 90 percent of mission-critical projects will depend on data warehouse information to drive higher revenues or lower costs.

Intelligent CRM Requires Business Intelligence

Gartner Business Intelligence Summit '08: The need for better CRM is one of the factors driving growth in the BI marketplace.

Most Web Visitors Can't Get the Help They Need

A new study finds that the majority of consumers visit a company's Web site to research products and services -- but less than half say the information to be found there meets their needs.

Virtualization Takes Hold, Says Gartner Magic Quadrant on Desktop Outsourcing

Out of a 12-company scrum assigned to the top quadrant, EDS leads the pack.

Managing Risk Is Its Own Reward

Gartner Business Continuity Management Summit '08: One industry analyst suggests that sometimes risk isn't risky at all -- but necessary.

Best Practices: CRM and Wireless

Gartner Wireless '08: By heeding lessons learned, companies can help ensure they get the maximum benefit from mobile CRM deployments.

Have Laptop, Won't Travel

Gartner Wireless '08: As the mobile workforce continues to evolve, "portable personality solutions" will be all the rage, says one Gartner analyst.

Quixtar's Quick Fix

An easy-to-use business intelligence project sparks innovative reporting without additional personnel.

Is CRM Recession-Proof?

As budgets tighten, all technology spending comes under scrutiny. A new survey, however, indicates that strategic CRM projects are more likely to be spared.

Oracle Hyperion's Performance Manages to Top Gartner's CPM Magic Quadrant

In the research firm's annual look at the consolidation-ridden corporate performance management space, Oracle's Hyperion acquisition was the only one that made the cut -- literally.

Mobile CRM Keeps Moving, and FrontRange Tries To Get Out Front

A recent spate of releases continues to expand the marketplace for mobile CRM, even as mobile stalwart BlackBerry suffers yet another nationwide service interruption.

In Magic Quadrant for Application Delivery, F5 Really Delivers

Looking at the network-technology vendors specializing in serving up the technology of others, Gartner gives glowing marks to just two out of 13.

The Suite Spot: Former Pure-Play Vendors Dominate BPM Magic Quadrant

Former pure-play business process management (BPM) providers lead the market, now that they've grown into full-suite offerings.

MicroStrategy and Microsoft Move Up in Gartner's BI Magic Quadrant

Magic Quadrant '08: The research firm's assessment of the business intelligence sector shows the two vendors joining SAS Institute, Oracle, Cognos, and Business Objects in the top segment.

Money and Mobility Sweeten Sugar's Pot

SugarCon '08: The open-source CRM provider gets a new batch of venture-cap cash, and announces a new mobile offering for BlackBerry and other smartphone users.

Small Businesses Have Large Needs for Mobility

Experts agree that the need for mobile technology support is out of proportion to smaller companies' level of adoption; even consumer solutions can help bridge the gap.

Burning Up the Paper Trail

Origen Financial turns to automation to minimize a mountain of mortgage paperwork.

Sears Outsources Its CRM

The retailing giant saddles up its customer relationships and asks an advertising agency to take the reins.

IBM Acquires an Apt App

Big Blue snaps up AptSoft, a provider of software designed to help companies make real-time decisions.

The Big Rigs Get Revved Up

With an updated GoldMine in the driver's seat, a Carolina truck dealership steers to unified customer information.

How Marketers Use Business Intelligence Intelligently

When it comes to deploying BI in marketing, best practices can light the path to "information nirvana."

The Best Companies Do Better with BI

Strong companies get more out of business intelligence than weaker ones do.

Are CRM Systems Too Complex for the SMB?

"Getting staff to use the software" remains the biggest challenge for the small and midsize CRM user.

Mapping Out CRM Opportunities

The world is flat -- and so is the battlefield for control over geographic, navigational, and site-specific information that CRM applications need to grapple with.

Oncontact Touches the Online CRM User

The vendor launches a new Web site to promote the latest version of its CRM software, giving users the same look, feel, and functionality, regardless of the channel through which they're connecting.

Genesys Acquires Informiam

The move expands the telecommunications vendor's line of reporting and analytic software.

Social Networking: You Are Not in Control

There are 3.5 billion online conversations every day. Is your company part of them, or a victim of them?

The Death of Mass Marketing?

Forget about mass products for mass customers: Many companies are better served by providing customizable products and services.

Marketers Need to Rethink Strategies

"Marketers have to work harder than ever before in order to sell," says a presenter at a search marketing conference.

Simplify Your Contact Centers!

Technology investments designed to empower agents may actually complicate access to required data.

Banks Again Seek to Improve CRM

An industry traditionally at the forefront of CRM continues to make the effort to master customer interactions.

Holiday Shopping Brings Customer Service Challenges

As the annual shopping season opens, retailers need to allocate resources more effectively.

What Contact Centers Need to Do

Systemic challenges are driving the industry toward self-service and automation.

Business Intelligence's Intelligent Leap

Not every step toward a best-in-class BI deployment is going to be a smooth transition.

SoundBite Bares Its Teeth Again

In the weeks since its delayed IPO, the on-demand voice-messaging vendor has struggled to shed the stigma of patent-infringement allegations.

Dun & Bradstreet Buys Purisma

The union of two data providers represents "a monumental acquisition," says one analyst -- though more deals are likely.

McDonald's Credits Business Intelligence for Recent Growth

A top executive tells the Microstrategy Fall Symposium that the key to successful BI is making sure the strategy is designed to deliver value, not merely to collect data for data's sake.

Working the Midstream

With a new compensation application, Workstream attempts to introduce enterprise-level functionality to the midmarket.

Nextance Launches Proposal Management

As part of the company's latest release, Nextance Proposal Management will improve the process and end result of preparing proposals.

Proper Measurements Lead to Improved CRM

Too many measurements, however, or too few mean failed CRM, according to an industry analyst at this year's BI Summit.

Market Focus: Automotive: Adapting to Altered Buy Environments

Consumers buy cars differently from how they did a generation ago. Makers and distributors must respond to the changes or become last year's model.

Midmarket CRM Grows

SaaS and open-source CRM offerings are replacing contact managers and spreadsheets as the systems of record for medium businesses.

Sage Unveils a New Taste of CRM

SageCRM 6 includes new training and search tools, along with a customizable suite of features for administrators, giving SMBs what enterprises are used to.

IP Telephony and SMBs: A Question of Security

A study reveals that only half of smaller businesses trust the security of IP telephony, ranking it less certain than many other data networks.

Automotivation: Dealers' Online Sales Zoom

As more consumers rely on the Internet to shop for cars, dealerships look to turn online leads into sales.

Analyzing Business Turnaround

The first step in embracing analytics is to have a CEO who sees analytics as a corporate differentiator.

IRS Customer Service Channels Aren't Taxing

The agency's Oversight Board report finds 80 percent of respondents are satisfied with IRS customer service when compared with other government offices.

Wireless Purchase Opens the Door to Enhanced Service Offerings

ERF Wireless snaps up Southwest Enhanced Network Services; banks will benefit from owning their own wireless equipment and dropping expensive T1 lines.

First-Call Resolutions Are Improving

Coaching and the provisioning of a knowledge base are important aspects of immediate performance gains in this vital area of customer service.

Go North: GoldMine Resellers Unite

More resources will allow expanded services, making Core Solutions more attractive to some prospects at the larger end of its target market.

WebTrends Launches Dynamic Search

The company's new multivariant testing app automatically uses advertising resources where they're the most effective; one analyst says the paid search market is open for WebTrends.

Voxbone Expands With Stealth

As part of Stealth Communications' Voice Peering Fabric, the company's intercontinental direct connection capabilities will achieve enhanced quality and reliability.

Sage Climbs Up VerticalFalls to Spawn

The CRM fixture will use the technology obtained to deliver a new integrated bundle aimed at financial services advisory firms, including some of the larger enterprises.

New Capabilities Will Drive Smartphone Sales

Different regions favor different kinds of applications; offline entertainment vies with online utility among mobile users.

Diverse Options Are Still Available in SFA

SaaS and mobile options continue to grow while buyers can choose from best-of-breed or suite vendors, according to Gartner; SFA will grow more than 13 percent annually through 2010.

Email Overwhelms Communications Professionals

Workers spend too much time sending and receiving emails, with PDA users the most overwhelmed group, according to a new study.

Mobile Phones Get a Boost from Billing

Relationship calling plans lead to large mobile phone usage among young consumers; coverage and reliability trump newer capabilities.

Avaya Launches Unified Communications ''Editions''

A suite approach to offerings and the acquisition of a mobile unified communications solutions company will strengthen Avaya's presence in the UC marketplace.

EDS Will Acquire GEMS

The deal will help expand EDS's capabilities in the SAP CRM market and help provide stronger capabilities for enterprise-level customers installing or planning to install SAP applications.

Chordiant's Lending Platform Unifies Decisioning

New software designed for large, multiline lenders pulls together facets of mortgage, auto, and credit card lending into a single system.

How the Well-Heeled Hunt

Hours of Web research almost always precede purchasing at brick-and-mortar locations; marketers must understand several degrees of online buying comfort levels.

Mobile Enterprise Strategy: More Money for '07

Executives are spearheading investment efforts in mobile sales productivity tools, according to a new study.

Marketers Miss the Mark on Privacy Crisis Containment

Securing brand trust is crucial for success says a new study; consistency in security and privacy is needed across the enterprise, yet execs and marketers are not in sync.

Data Sharing Continues to Grow

More decisions are being made based on enterprisewide data; lower level execs are taking on more data-driven decision-making.

Most ROI Calculations Are Incomplete

Developing multiple strategies and values will improve the business performance of a CRM implementation, according to Gartner.

Evaluate On Demand

An analyst recommends taking a close look at IT's needs and capabilities, the contract, overall usefulness to the business, and other factors in making the decision.

Top Call Centers Integrate Systems and Personnel

Transformation from service to sales requires different skill sets for agents, and an environment that supports their efforts.

The Compleat Traveler

Active data warehousing trumps the traditional for Travelocity by supporting event-based decisions.

Retailers Get Higher Marks in Answering Emails

Firms have begun to respond to customer demand for quicker replies, strengthening brands and relationships in the process.

Focus on Revenues with Customer Experience

Too many customer programs focus on cost, which misses the point of CRM, according to an ICCM keynote speaker.

Call Center Jobs: The U.S. Is Still Number One

Lost jobs get much more press and attention than new positions, according to the National Association of Call Centers, but the country still has the highest rate of closings.

Every Day I Stand the Queue

Contactless payments and line-busting techniques are penetrating busy retail venues, to the delight of shoppers and staff.

Conventional Wisdom

Phoenix flies high with effective travel, hospitality, and convention business marketing.

Siebel Rules the Magic Quadrant for SFA

Magic Quadrant for SFA '06: Salesforce.com is the challenger and SAP the visionary, while Onyx and SSA Global take time off to cope with changes.

Retailers Show Signs of Intelligence

But many are only in the early stages of implementing BI systems; periodic data review still overshadows ad-hoc reporting.

The Quality Is Missing in Data Quality

Integration of marketing and sales data is still the biggest challenge facing businesses; a survey at DM Days reveals that companies have tuned out the breakdown-the-silos mantra.

Instinct, Not Technology, Rules Pricing Decisions

Pricing decision-makers don't understand the profit-and-loss impact of their choices, according to a BPM Forum study.

IDC Tracks Full-Track Uptake

Wireless consumers are poised to up adoption of OTA music services by end of the decade; drivers include broadband deployment and music-enabled handset penetration.

New Devices, New Challenges

Broadcasters need new approaches to content delivery as media territories transform, a recent study finds.

Search Tools in the House: Online Mortgage Shopping

Payment calculators and software applications that help shoppers decide what type of loan is best for their needs are key to converting prospects to applicants.

India Is By Far No. 1 for Outsourcing

Twenty-three of the 30 top-ranked offshore providers are located there; neighbors in the hemisphere are beginning to make progress in the industry.

Is Africa the New India?

Several African nations show good potential for call center development and growth; Botswana, Ghana, Morocco, and Tunisia will all start to compete for agent positions.

Market Focus: Retail: How (and Where) May We Serve You?

Big-box stores are putting the multichannel remote control in consumers' hands.

Autobytel's Key to Automotive Success

A full-service car dealer turns to a marketing app to compete against large automotive service and repair chains.

Boosting Text Chat ROI

The keys to improving payback are to use automation and limit chat technology.

An Upbeat Outlook: Memorial Day Web Sales

High gasoline prices and brick-and-mortar shopping hassles continue to push consumers to the online channel.

The Webolution of Retail Continues

Customer input is becoming part of the development cycle, according to industry bigs at the Retail Systems 2006 conference.

Know Me, Show Me, Entice Me

Teradata tells the Conference Board how significance, relevance, and timing help maximize customer relationships.

The Fee For Speed: Paying More to Rush

One in five households make "panic" payments, according to a new study; mailed checks are still the single most common bill settlement method.

Not As I Do: CRM Firms Don't Follow Best Practices

Vendors are not very responsive to prospect emails and don't optimize their Web sites, despite what they advise their clients.

Luxury Auto Renters Prefer Hertz

A study by the Luxury Institute rates the top car rental companies in various categories, including a company's ability to deliver on its promises.

New Products and Partnerships Bolster Small Vendors

New deals by Neocase and LiteScape focus on collaborative efforts with the big dogs.

What We've Got Here Is Failure to Communicate

Businesses take marketing and promotional actions before understanding customers' expectations.

CRM Pitches a Help-Desk Tent

Blazing a better results trail for a camping company.

Wireless Customer Satisfaction Has the Power

Better bundles and more aggressive pricing are cited as major reasons for improvement in a new J.D. Power study.

Dynamic Distribution Aids Customer Service

Better technology integration and closer attention to customer needs rank among the best-in-class behaviors of distributors.

Loyalty Is in the (Private) Cards

Contactless payments combined with private label credit cards help speed transactions and consumer access to loyalty program information; 2007 could be the big year for no-touch checkout.

Consumer Trust in FS Sites Weakens

Although consumers polled indicate that site usability is up, customer information sharing leads to below average score.

Call Your Mother

Wireless carriers' family calling plans are increasingly popular with customers; pricing is an important factor.

Is Wi-Fi Too Sci-Fi?

A more manageable, single-security standard is expected this year, as current measures are deemed too cumbersome for most users.

Cookie Jar Control

Many online consumers still see cookies as spyware, and because those who want to opt out will, one analyst advises that firms make it easy for them.

Come Up to the Marketing Lab

WebTrends adds a marketing data warehouse to its all-new analytics package, responding to marketing execs' expectations of future growth and the need for individualized data.

Mobile Service Providers Must Face the Music

Cell services that fail to listen to customers will find nobody downloads music; customers are willing to pay a little more than iPod rates, but not the premiums they pay now.

Decisions, Not Data, Drive CRM Improvements

Proper analysis provides continuing ROI without the need for additional investment; an analyst at the Gartner BI summit lays out the basics.

BI Will Be Pervasive

Gartner analysts predict more business intelligence usage throughout enterprises, with increasing focus on seamless deployment into strategy and business processes.

Salesforce.com Goes Limitless

The on-demand giant's new Unlimited Edition includes increased support, storage, and development objects to put entire companies on the platform.

Customers Give Credit to Card Companies' Web Sites

A good Web site leads to customer acquisition and retention. Discover, American Express, and Chase have the best sites for experience, according to a new report.

Hotel Employee Behavior Is a Business System

Fully realized marketing plans help managers define the customer segments most important to their financial and strategic goals, according to a new study.

Cell Phones Get Smarter

Japanese cell phone users are using new technology that allows consumers to gather company information by pointing the phone at a building.

Retailers Gain CRM Vision

Retailers have advanced in their use of CRM technologies, but continue to struggle to get CRM information to the proper corporate users.

Scheduling Tool Traction

Agent hours have been reduced by 20 percent.

Network Security Expands in Asia Pacific

Adoption is slow in developing countries, but will speed up as infrastructure improves; acquisitions are also on the upswing.

Shoppers Stay Close to Home

When costumers go to stores to buy, they care most about price, selection, and convenience.

Getting Carded: An Early Holiday Sales Report

Gift cards help retailers beat some holiday sales forecasts, with spending up 8.7 percent.

Consumers Will Switch, Not Fight

Poor service increasingly opens the door to churn, as the Internet is perceived to allow a fresh start for customer loyalty.

Best Steps for CRM Deployment

A research firm culls information from leading companies to discover the best practices to achieve success.

Superior Care Helps Telecoms Succeed

As most companies expand or develop new products, they fail to recognize the need to improve their customer care strategies at the same time.

Salespeople Need to Prepare More

Reps who spend some extra time planning and analyzing while possessing the more traditional sales skills are the ones who excel.

E-Retail's Great Expectations

A recent report reveals the best and worst retail Web sites evaluated by online shopping experiences.

Thanksgiving, Black Friday, and Cyber Monday

Web merchants are offering ways to lure in customers as online retail sales are expected to jump 25 percent this holiday season.

A 'Second Wave of Firms' Moves Toward Outsourcing

More companies are considering business process outsourcing, but deal sizes are dwindling.

Banking on Big Green

Financial services firms have retargeted their investments in customer-facing processes and are reaping the rewards.

Better Info Leads to Better Campaigns

SPSS Software provides quick analysis and answers.

The 2005 CRM Elite, Part 3

It is impressive when CRM vendors promise business performance improvements never before possible, but it is more impressive when their products actually deliver on those promises. The CRM Elite awards showcase six companies that have achieved significant returns on their technology investments that have either met or surpassed their expectations.

The 2005 CRM Elite, Part 1

It is impressive when CRM vendors promise business performance improvements never before possible, but it is more impressive when their products actually deliver on those promises. The CRM Elite awards showcase six companies that have achieved significant returns on their technology investments that have either met or surpassed their expectations.

The 2005 CRM Elite, Part 2

It is impressive when CRM vendors promise business performance improvements never before possible, but it is more impressive when their products actually deliver on those promises. The CRM Elite awards showcase six companies that have achieved significant returns on their technology investments that have either met or surpassed their expectations.

Teradata Announces a Power Threesome

Relationship Manager Version 6 contains 'the three most important dimensions of customer dialogue'--relevance, timing, and significant customer offers.

CRM Gets the Call

Hosting, performance evaluation solutions, and a creative call center layout help telecoms improve their customer relationship efforts.

Is It Done Yet?

eSuds eliminates the guesswork around college washing machines' availability.

SugarCRM Unveils Enterprise Edition

The new version's enhanced functionality targets midsize companies.

The Bunny Hops Into Marketing Performance

A new data warehouse and software help improve customer retention efforts.

2006: Customer Management Spending Will Rise Again

Manufacturing is expected to see the largest gain; money will be spent in areas that include online sales/e-commerce, Web self-service, and IT outsourcing.

New Converged Services Can Aid CRM

Technologies offer more promise than actual usage right now.

Making Use of Analytics

Gartner analysts offer tips on how to use business intelligence.

Manufacturing Builds On Customer Relationships

CRM software is becoming as important as nuts and bolts.

The 2005 Service Elite Awards

Our Service Elite awards, chosen by the editors, are presented to the customer care operations that have delivered impressive results by achieving satisfaction and customer return on investment that set the standard for the rest of the industry. We recognize Elite customer care implementations in the fields of knowledge-base tools, agent-facing desktop applications, quality monitoring, workforce management, speech solutions, and contact-center outsourcing services.

Revitalizing Your CRM Solution

An industry analyst speaks out on breathing life back into sluggish customer relationship efforts.

Good Ethics Equals Good Business

Violating corporate integrity and consumer trust can cripple sales.

5 Ways to Master Customer Loyalty

Look at branded experience, shaping demand, people and technology, marketing productivity, and performance objectives.

The Coming of BI Competency Centers

Many organizations have a long way to go before they achieve true business intelligence success.

NetSuite Serves the Services Industry

The hosted CRM provider brings advanced calendaring functions and customized fields to the vertically focused solution.

Consumers Are Feeling the Pinch of Rising Rates

The recent increase in interest rates is already affecting the spending habits of low- and middle-income consumers.

Rules of Attraction Change as More Americans Grow Affluent

Luxury marketers need to provide experiences to draw this consumer segment.

How to Maximize Analytics' Effectiveness

Siebel's group vice president focuses his DCI keynote address on best practices for valuable analytic data.

Love, Romance, and CRM

Accurate customer data helps UrbanFlorist.com manage its Valentine's Day spike, as well as orders for the rest of the year.

Small Businesses See CRM Success

Two thirds of SMBs say they have positive ROI, although only 30 percent of them say they now measure it.

Studies Reveal That Consumers Talk, and That Positive Email Experiences Win Loyalty

A good online customer experience can have extended word-of-mouth benefits; slow response times jeopardize millions in potential revenue gains.

Banks Are Failing to Provide Service Excellence

A new study cites high frontline employee turnover and the complexity of financial institutions' CRM programs as the primary culprits.

Trends Driving CRM Growth in 2005

Unisys predicts that integration will have a leading role in CRM initiatives next year.

Shoppers Unanimously Agree: Service Influences Purchasing Decisions

An NRF Foundation survey finds that most retailers are investing in CRM and most customers are satisfied with their service experience.

VoIP Is a Good Call for the Dallas Cowboys

The NFL franchise is using the technology to improve customer communication and service.

Self-Service Options May Displace Offshore Agents

Cost savings will prompt organizations to offer customers better ways to serve themselves.

Online Banking Clicks With Consumers

Safety, ease of use, and bill payment services lead the way to customer satisfaction, but institutions must compete with other channels.

The Next Outsourcing Destination

Datamonitor predicts that South Africa will see tremendous growth as a customer service hot spot.

Banking on CRM to Maximize Growth Opportunities

Retail banks are targeting small-business owners to build the profitability of those relationships.

To the Rescue: VoIP Helps Deliver the Vote

Miami-Dade relies on its IP call center to help get voters to the polls.

Maximizing Relationships With Moms

Companies need to improve their communication strategies with customers who are mothers, according to a new study.

Handle e-CRM With Care, Por Favor

Organizations are missing the mark when trying to connect with the Hispanic market.

The Next Great CRM Success Strategy

Too many companies in the past looked at CRM and related technologies as magic bullets that would solve their CRM challenges.

Keeping Pace With Sales

There is increasing adoption of mobile and wireless devices, with tablet PCs expected to gain more and more in popularity in the next few years.

Datamonitor Projects Drastic Decline in U.S. Call Center Operations

The majority of the call centers and agent positions will move to nearshore/offshore positions, but others will be lost due to increasing self-service options available to customers and DNC regulations.

Missed Opportunities and Bad Service

There's a high correlation between poorly delivered email support and [poor] customer loyalty.

Press 1 for Fries

A handful of McDonald's restaurants have drive-through voice communications routed via a high-speed line to a call center, rather than to an employee on location.

The 2004 Market Leaders

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 2004 Market Leaders (Part 2)

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 2004 Market Leaders (Part 1)

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 Customer's Voice: A Powerful Boost for CRM Effectiveness

Companies attempt to evaluate the effectiveness of their CRM programs based on benchmark data, but these evaluation methods tend to ignore the customer's opinion.

CRM Vendors Embrace Open Source CRM

The server market is moving toward Linux, so it only makes sense that CRM application vendors make their products available on the platform.

Mobile CRM Heats Up

Consumers use these hot spots, but the driving force behind the installations is the needs of traveling salespeople and other mobile professionals.

Salesforce.com Files Amended Prospectus

Salesforce.com, citing the quite period surrounding IPOs, would not comment on the amended prospectus.

Union Workers Rally to Bring Service Jobs Back to the U.S.

The settlement covers nearly 100,000 SBC workers, including those working in call centers, technicians, installers, and telephone operators.

Call Center Jobs in Latin America Are New, Not Lost from the U.S.

Brazil, Mexico, and Argentina lead the rapidly growing Latin American call center market. Most notably, Mexico and Argentina are gaining popularity among U.S. firms for their call center needs.

Hosted CRM Goes Vertical

The company has announced what it calls verticalized on-demand CRM solutions designed to meet specific industry needs.

Convergence in the Contact Center Market

The acquisition of CenterForce Technologies by Concerto will present some challenges for Concerto, but will solidify its offerings.

Taking a Cautious Approach to CRM

Eight Building Blocks for CRM Success

Gartner consultant Ed Thompson offered eight building blocks for successful CRM projects.

CRM in ACTION: Streamlining Customer Contact

Finding the Right Partner

To achieve enterprisewide strategies and solutions, companies will need to blend an enterprisewide strategic vision with business intelligence expertise and business process management skills.

Wireless CRM's Potential and Challenges

When adopting or building a CRM program, companies should make sure that the needs of their wireless users are considered early on.

Choosing the Right Call Center Technology

As customer interaction centers struggle to implement technology, speech recognition technology is emerging as a viable tool--but not a complete solution.

Mobile Power Suppliers Focus on Efficiency

Semiconductor component manufacturer and supplier Diodes introduces a more efficient rectifier for handhelds, as PowerSmart and Intersil partner to develop more effective mobile power management solutions.

"I Want to Add Functionality to My Contact Center."

"I'm looking at different vendors some of whom have very innovative, cost effective solutions. But they don't have long track records. Is it worth it do go with a smaller player in today's economy?" 3G technology will revolutionize the wireless industry, and the wireless user.

All in One: The New Smartphone

Traveling salesmen and other mobile professionals who want to have a phone, text messaging and multiple methods of Web access have needed to carry several different devices to client meetings, which leads to much fumbling with the devices and an increased probability of leaving one or more behind. The new smartphones will make this common dilemma a thing of the past.

Nextel Expands Services for Mobile Workers

Nextel Communications is providing new applications for mobile workers in the transportation, delivery and warehousing industries, as well as four-in-one digital wireless capability.

Connecting Wireless Devices to the Enterprise

An examination of the middleware required to connect wireless devices to the enterprise.

Planning Ahead for Data Disaster

In the age of e-business, anything that interrupts your data systems can spell disaster--from acts of nature to human interference to mechanical failure. So advance planning is more important than ever.

A Little Help From My Friends

Internet commerce demands a high level of real-time customer service. Today's desk systems can, well, help.

CRM Analytics in Action

CRM analytics solutions are helping companies learn more about the value of customers in an effort to plan processes and strategies.

Safeguarding Your Customer Data

While the security industry and mainstream media have spotlighted high-level cyber-attacks, less sophisticated assaults could bring down your business.

Plugging in to Web-based CRM

Now that the utility industry is facing deregulation, electric and natural gas companies are looking to customer relationship management systems to help retain current customers and to recruit new ones. Even so, the development of interactive customer services is still in its infancy in this industry.

Safeguarding Your Cyber Secrets

Widespread attacks on the Internet present a plethora of business problems.

Power to the People

Gas and electric utilities are turning to the Internet to retain customers in the face of deregulation and growing competition.