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Abstract:
In 2004, Best Software acquired ACCPAC through its parent company The Sage Group plc and has now released a new version of
its CRM product: SalesLogix 6.2. Their objective is clearly to gain as much market share as possible in the growing small
and medium sized enterprise market (SME). Acquiring addition (...)
Excerpt related to
crm best customer service:
In 2004, Best Software acquired ACCPAC through its parent company The Sage Group plc and has now released a new version of
its CRM product: SalesL...
Published:
2004-08-05
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Abstract:
Customer relationship management (CRM) functionality can fall into four categories: core functionality; non-core functionality;
vertical, industry-specific features; and accounting-related features. When evaluating and selecting a CRM solution, enterprises
must be aware of the potential issues associated (...)
Excerpt related to
crm best customer service:
Customer relationship management (CRM) functionality can fall into four categories: core functionality; non-core functionality;
vertical, industry...
Published:
2005-12-05
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Abstract:
For this Showdown, we looked at all three of the main CRM modules: sales force automation, marketing automation, and customer
service and support. To eliminate any chance of bias and to ensure a level playing field, all the criteria that make up these
three modules in our CRM Evaluation Center were given (...)
Excerpt related to
crm best customer service:
For this Showdown, we looked at all three of the main CRM modules: sales force automation, marketing automation, and customer
service and support....
Published:
2008-09-29
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Abstract:
Customer relationship management is a sophisticated set of customer-facing tools; however, its technology has outpaced the
management strategy used to implement it. Moreover, murky definitions and objectives have caused varying degrees of success
and failure to emerge from the same initiative. Clearly de (...)
Excerpt related to
crm best customer service:
Customer relationship management is a sophisticated set of customer-facing tools; however, its technology has outpaced the
management strategy use...
Published:
2004-10-21
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Abstract:
The customer relationship management (CRM) market is changing. Over half the market is served by small vendors. Fully integrated
business suites like NetSuite standalone solutions like salesforce.com, are heeding the demand for software as a service,
but they are approaching the market with very differen (...)
Excerpt related to
crm best customer service:
The customer relationship management (CRM) market is changing. Over half the market is served by small vendors. Fully integrated
business suites l...
Published:
2005-12-06
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Abstract:
A CRM solution, to be successful, has to support cross-business processes and a number of operations within the business,
from Marketing to Service, including Sales. This integration of what, historically, has been treated as very separate parts
of the organization, provides the opportunity to rethink e (...)
Excerpt related to
crm best customer service:
A CRM solution, to be successful, has to support cross-business processes and a number of operations within the business,
from Marketing to Servic...
Published:
2003-07-10
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Abstract:
The new metrics of customer profitability, lifetime value, and wallet share are needed to supplement the traditional metrics
of market share and penetration. Typical functional components of marketing automation include customer data cleansing and
analysis tools, and campaign management systems. (...)
Excerpt related to
crm best customer service:
The new metrics of customer profitability, lifetime value, and wallet share are needed to supplement the traditional metrics
of market share and p...
Published:
2005-08-16
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Abstract:
Cincom’s latest CRM product release offers a compelling value proposition for many ‘to order’ manufacturing enterprises.
While it is a product that may raise the bar in its target markets, the competitive offering is not exactly a pushover. (...)
Excerpt related to
crm best customer service:
Cincom’s latest CRM product release offers a compelling value proposition for many ‘to order’ manufacturing enterprises. While
it is a product tha...
Published:
2002-11-26
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Abstract:
A customer relationship management (CRM) system is inherently valuable for supporting customer acquisition and retention
by gathering data from each contact with customers and prospects. Collecting data, however, cannot be isolated from a strategy
for actually using that data. Here is an overview of how (...)
Excerpt related to
crm best customer service:
A customer relationship management (CRM) system is inherently valuable for supporting customer acquisition and retention by
gathering data from ea...
Published:
2003-07-03
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Abstract:
Amdocs recently announced a complete revamp of its marketing philosophy and its offering to its customers, which it believes
to be the most important shift since the company's initial public offering in 1998. (...)
Excerpt related to
crm best customer service:
Amdocs recently announced a complete revamp of its marketing philosophy and its offering to its customers, which it believes
to be the most import...
Published:
2005-08-04
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Abstract:
eLoyalty, a CRM strategy and implementation consultancy, recently partnered with ServicePower to enhance its Field Service
and Logistics practice. ServicePower is a small vendor that develops dispatch optimization software. eLoyalty will use ServicePower’s
software to incorporate dispatch optimizatio (...)
Excerpt related to
crm best customer service:
eLoyalty, a CRM strategy and implementation consultancy, recently partnered with ServicePower to enhance its Field Service
and Logistics practice....
Published:
2000-11-21
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Abstract:
SAP AG has seemingly crossed a strategy chasm, from a strict, stodgy, Not-Invented-Here (NIH) approach to software development
and delivery, to a seemingly quite open approach of broad development alliances, company acquisitions, Internet portals development,
and a deep, new relationship with IBM for bot (...)
Excerpt related to
crm best customer service:
SAP AG has seemingly crossed a strategy chasm, from a strict, stodgy, Not-Invented- Here (NIH) approach to software development
and delivery, to a ...
Published:
2001-09-22
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Abstract:
Microsoft’s ambition will be its greatest challenge, as the company is concurrently experiencing an almost disruptive technology
transition from Windows to .NET, using Internet rather than PCs. Microsoft Business Solutions is now up to its gills with
soul-searching dilemmas, possibly with more issues t (...)
Excerpt related to
crm best customer service:
Microsoft’s ambition will be its greatest challenge, as the company is concurrently experiencing an almost disruptive technology
transition from W...
Published:
2002-08-16
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Abstract:
As the market shifts from sophisticated enterprise CRM implementations to the more competitive and overcrowded mid-market-large
enterprise vendors tend to step on mid-market vendor's toes. The real concern is to determine whether the mid-market cultural
and functional differences are well understood and (...)
Excerpt related to
crm best customer service:
As the market shifts from sophisticated enterprise CRM implementations to the more competitive and overcrowded mid-market-large
enterprise vendors...
Published:
2003-06-26
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Abstract:
Chemical company H.B. Fuller has leveraged the Internet to improve their level of customer service. (...)
Excerpt related to
crm best customer service:
Chemical company HB Fuller has leveraged the Internet to improve their level of customer service.
Published:
2001-09-15
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Abstract:
Interelate, a customer intelligence ASP, recently announced partnerships with infrastructure service provider LoudCloud and
CRM analytics vendor E.piphany. These partnerships complement Interelate’s analytics expertise to provide new analytical
CRM service offerings that promise to provide more value (...)
Excerpt related to
crm best customer service:
Interelate, a customer intelligence ASP, recently announced partnerships with infrastructure service provider LoudCloud and
CRM analytics vendor E...
Published:
2000-09-15
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Abstract:
Major vendors are noting the growing demand for software as a service. However, smaller providers are forging new ground
by offering services for inventory and collaborative planning. (...)
Excerpt related to
crm best customer service:
Major vendors are noting the growing demand for software as a service. However, smaller providers are forging new ground by
offering services for ...
Published:
2006-03-16
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Abstract:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible.
Hence the need for knowledge management software, which helps companies segment and then distribute the information their
customers want to know. (...)
Excerpt related to
crm best customer service:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence
the need for knowle...
Published:
2007-12-12
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Abstract:
While Microsoft might be honest today with its claims of staying away from the true enterprise-level CRM applications space,
no one can be sure that its appetite will remain in check for very long. (...)
Excerpt related to
crm best customer service:
While Microsoft might be honest today with its claims of staying away from the true enterprise-level CRM applications space,
no one can be sure th...
Published:
2002-03-08
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Abstract:
Today's enterprise applications are required as a matter of course to address more than the processes taking place within
the walls of an enterprise. Almost all traditional ERP vendors (small and big alike) had to experience a wake-up call and
have long been trying to expand their product offering in tu (...)
Excerpt related to
crm best customer service:
Today's enterprise applications are required as a matter of course to address more than the processes taking place within
the walls of an enterpri...
Published:
2004-01-31