"CRM Solutions" Articles & Interviews

Articles & Interviews Results

1. The Dawning of the IT Automation Era

   [ Guest Opinion ] Topic: IT Best Practices | Author: KenJackson | Date Published: 11/10/2009

   Over the next five years, IT automation will overtake offshoring as the next major efficiency trend in IT. For many companies, offshoring has been a way to reduce IT costs by lowering the cost of labor and facilities. However, offshoring is demonstrating diminished returns as IT infrastructure...

2. What's Next for Master Data Management?

   [ Article ] Topic: Master Data Management | Author: LoraineLawson | Date Published: 08/17/2007

   Master data management comes in two flavors: customer data integration (CDI) and product information management (PIM). But soon, you can expect to see these two products migrating toward each other, according to Karen Leightell, senior product manager for IBM Master Data Management Solution Group...

3. Web 2.0 Gives Birth to Twins

   [ Guest Opinion ] Topic: Web Applications | Author: Clark Atwood | Date Published: 08/08/2007

   Web 2.0 is often regarded as the migration of applications from the Local Area Network (LAN) and desktop to the Internet as Web-based applications accessible, generally, via an Internet browser. Hosted providers have sprung up like weeds in the software sector. Providers offering Customer...

4. Contact Centers Still Perform Poorly

   [ Guest Opinion ] Topic: Contact Center Solutions | Author: VentanaResearch | Date Published: 10/08/2007

   By Richard Snow Summary These days, contact centers are one of the most important interfaces between companies and their customers. Providing superior service can lead to more satisfied and loyal customers, and as a result more business. Conversely, failing to satisfy them can reduce the...

5. The Next Big Thing?

   [ Guest Opinion ] Topic: CRM Solutions | Author: Michael O'Neil | Date Published: 04/13/2007

   I was recording a Q&A-style videocast yesterday, and was asked about results from a survey on IT-enabled solutions we did recently. The question was pretty innocent - just asking about "ah ha"-type findings in the results - but it prompted me to look pretty critically at one aspect of the IT...

6. Organizations Struggle to Manage Customer Data as Information Assets

   [ Guest Opinion ] Topic: CRM Solutions | Author: VentanaResearch | Date Published: 08/08/2007

   By Richard Snow Summary New research from Ventana Research finds that organizations are struggling to come to terms with information system architectures that over the years have come to consist of multiple disconnected and unsynchronized systems that each contains some customer data. As a...

7. The Challenge of Managing Customer Data

   [ Guest Opinion ] Topic: CRM Solutions | Author: VentanaResearch | Date Published: 08/22/2007

   By Richard Snow Summary New research from Ventana Research finds that companies seeking to create and maintain a single source of customer data are taking various approaches but often find barriers in their way. The first and foremost is the sheer number of systems that contain customer...

8. Customer Relationship Management in SMBs

   [ Guest Opinion ] Topic: CRM Solutions | Author: AnalystPerspectives | Date Published: 03/03/2008

   We are pleased to be partnering with Analyst Perspectives and offering an excerpt of their high valued content. Click here to download the full report.    Large enterprises have recognized the benefits of CRM and have been using CRM software and solutions for the last 10 years. SMBs have also...

9. Technology Leading to a New Facet of CRM

   [ Guest Opinion ] Topic: CRM Solutions | Author: AnalystPerspectives | Date Published: 10/01/2008

   We are pleased to be partnering with Analyst Perspectives and offering an excerpt of their high valued content. Click here to download the full report. The importance of CRM is growing by leaps and bounds; Pareto's principle that 80 percent of profits are generated by 20 percent of customers...

10. Multi-Tenant Architecture and the Marketing Machine

    [ Article ] Topic: Enterprise Software Vendors | Author: AnnAll | Date Published: 05/31/2007

    Some folks -- including the SVP of a software-as-a-service provider who wrote this Supply & Demand Chain Executive article -- like to push multi-tenant architecture (MTA) as a defining characteristic of "true" SaaS vs. a hosted model of software delivery, which can be delivered via either a...

11. SMS Offers Cost Savings with Customer Service Bonus for Call Centers

    [ Article ] Topic: Call Centers | Author: AnnAll | Date Published: 10/04/2007

    Some mobile phone users, especially in the hip 18-to-24-year-old demographic, would just as soon text each other as talk to each other. According to a recent survey of rock radio listeners conducted by the Jacobs Media consulting firm, 76 percent of mobile phone owners use text services, with 32...

12. Taking an All-or-Nothing Approach to SaaS

    [ Article ] Topic: SaaS | Author: AnnAll | Date Published: 01/13/2009

    Interest in software-as-a-service appears to be growing in much of the world, with a recent Gartner survey showing that 77 percent of North American companies plan to increase their SaaS deployments and 64 percent of European companies plan to do so. One of the most interesting takeaways from...