-
Abstract:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing
efforts. (...)
Excerpt related to
crm customer service companies:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious...
Published:
2007-12-07
-
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 customer service companies:
Customer relationship management (CRM) functionality can fall into four categories: core functionality; non-core functionality;
vertical, industry...
Published:
2005-12-05
-
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 customer service companies:
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
-
Abstract:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition
to improved customer satisfaction rates. (...)
Excerpt related to
crm customer service companies:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initi...
Published:
2009-09-04
-
Abstract:
Back in the early 90’s, ‘CRM’ wasn’t even a trendy acronym. You had a few players thinking beyond 'stovepipe' enterprise
applications, but not much beyond. Fast forward to 2001. CRM has gotten fat, and the fatter it gets, it becomes more difficult
to understand, more expensive to buy, more dif (...)
Excerpt related to
crm customer service companies:
Back in the early 90’s, ‘CRM’ wasn’t even a trendy acronym. You had a few players thinking beyond 'stovepipe' enterprise
applications, but not mu...
Published:
2001-08-27
-
Abstract:
In today's software frenzy and with the increasing demand for applications that provide maximum return on investment, many
companies have failed to focus on subjects like reliability, downtime, and scalability. Since 1991, Touchtone Corporation
has devoted its efforts to developing and maintaining a clie (...)
Excerpt related to
crm customer service companies:
In today's software frenzy and with the increasing demand for applications that provide maximum return on investment,
many companies have failed t...
Published:
2004-06-15
-
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 customer service companies:
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
-
Excerpt related to
crm customer service companies:
... satisfaction and customer relationship management (CRM). ...
is the time to take customer service issues seriously ... Service
companies must focus on the customer, but ...
Published:
2010-04-01
-
Abstract:
While the ERP mid-market has seen more vibrant intra-market merger & acquisition activity during 2001, it appears that 2002
will, for some more tenacious Tier 2/Tier 3 vendors, be the year of delivering products under their own steam as to counteract
the onslaught by Tier 1 vendors and mid-market juggern (...)
Excerpt related to
crm customer service companies:
While the ERP mid-market has seen more vibrant intra-market merger & acquisition activity during 2001, it appears that
2002 will, for some more te...
Published:
2002-04-19
-
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 customer service companies:
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
-
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 customer service companies:
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
-
Abstract:
Applications are more often outsourced than infrastructure, and this is increasingly done through software as a service (SaaS).
Vendors such as WebEx, Webcom, MCA Solutions, and Ariba are delivering applications as SaaS. (...)
Excerpt related to
crm customer service companies:
Applications are more often outsourced than infrastructure, and this is increasingly done through software as a service (SaaS).
Vendors such as We...
Published:
2006-03-17
-
Abstract:
Last year’s deregulation of the financial services industry changed the competitive pressures on banks, brokerages, and insurance
companies. Firms in this industry have been forced to expand and reorganize their offerings around the customer rather than
around products. This makes a perfect case for (...)
Excerpt related to
crm customer service companies:
Last year’s deregulation of the financial services industry changed the competitive pressures on banks, brokerages, and insurance
companies. Firm...
Published:
2000-11-02
-
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 customer service companies:
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
-
Abstract:
Despite the logic behind combining customer relationship management (CRM) and business intelligence (BI) elements, the implementation
of marketing automation (MA) has been stunted by slow markets, and pessimistic investors. Vendors in CRM and BI are building
alliances in order to gain market share and il (...)
Excerpt related to
crm customer service companies:
Despite the logic behind combining customer relationship management (CRM) and business intelligence (BI) elements, the implementation
of marketing...
Published:
2005-08-17
-
Abstract:
On May 2, SAP AG, the leading provider of enterprise software applications, announced a strategic alliance with Nortel Networks
to develop and integrate industry-specific CRM solutions. (...)
Excerpt related to
crm customer service companies:
On May 2, SAP AG, the leading provider of enterprise software applications, announced a strategic alliance with Nortel Networks
to develop and int...
Published:
2000-05-31
-
Abstract:
Two recent moves by Lawson Software have stunned the market: 1) it discontinued its in-house CRM development in favor for
partnering with Siebel Systems, and 2) it announced the intention to deliver its product also via 3rd-party Application Service
Providers (ASPs). We express our views in this regard. (...)
Excerpt related to
crm customer service companies:
Two recent moves by Lawson Software have stunned the market: 1) it discontinued its in-house CRM development in favor for
partnering with Siebel S...
Published:
2000-05-18
-
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 customer service companies:
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
-
Excerpt related to
crm customer service companies:
... time traveling and less time actually providing customer service).
... the beginning of the next service lifecycle ... Companies
must ensure that they receive feedback ...
Published:
2010-05-06
-
Abstract:
For many reasons, SAS's alliance with Amdocs and partnership with Aprimo might be some of a few vendor partnerships where
customers and the vendors benefit. (...)
Excerpt related to
crm customer service companies:
For many reasons, SAS's alliance with Amdocs and partnership with Aprimo might be some of a few vendor partnerships where
customers and the vendor...
Published:
2005-08-12