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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 customer service issues:
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:
Customer relationship management (CRM) can be a tool for positive change in businesses' operations. Or CRM can—unintentionally—cause
a host of problems, from lost employee time to lost customer data. But with the right information, implementing CRM allows
evolution without the upset of revolution. (...)
Excerpt related to
crm customer service issues:
Customer relationship management (CRM) can be a tool for positive change in businesses' operations. Or CRM can—unintentionally—cause
a host of pro...
Published:
2007-09-24
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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 customer service issues:
Chemical company HB Fuller has leveraged the Internet to improve their level of customer service.
Published:
2001-09-15
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Abstract:
Surado Solutions aims to provide a complete customer relationship management suite. We'll analyze Surado CRM 5.0 from the
perspectives of core functionality, its distinguishing factors, and the challenges users may face when considering the Surado
solution. (...)
Excerpt related to
crm customer service issues:
Surado Solutions aims to provide a complete customer relationship management suite. We'll analyze Surado CRM 5.0 from
the perspectives of core fun...
Published:
2006-08-17
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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 issues:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initi...
Published:
2009-09-04
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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 issues:
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
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Abstract:
Onyx Software is a CRM vendor that competes in the mid-market. Onyx considers implementation risk, implementation time, and
distribution strategy to be significant competitive variables. The result is a clearly defined ASP strategy that emphasizes
forging quality relationships with a few ASPs. (...)
Excerpt related to
crm customer service issues:
Onyx Software is a CRM vendor that competes in the mid-market. Onyx considers implementation risk, implementation time, and
distribution strategy ...
Published:
2000-10-18
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Excerpt related to
crm customer service issues:
... more deeply into the intricate execution issues on the day of service,
starting with ... to the resources, receive updates, notify customer cancellations, and
...
Published:
2010-05-06
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Abstract:
Baan is now iBaan, fully focused on the Internet via Portals and web technologies, across CRM, ERP, and SCM spaces. (...)
Excerpt related to
crm customer service issues:
Baan is now iBaan, fully focused on the Internet via Portals and web technologies, across CRM, ERP, and SCM spaces.
Published:
2001-09-20
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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 issues:
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
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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 issues:
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
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Excerpt related to
crm customer service issues:
... management (CRM). Wouldn’t at least Toyota’s ongoing product recall debacle confirm
that now is the time to take customer service issues seriously? ...
Published:
2010-04-01
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Abstract:
For a customer relationship management implementation to be successful, consulting firms, vendors, and users must pay attention
to user training and change management. (...)
Excerpt related to
crm customer service issues:
For a customer relationship management implementation to be successful, consulting firms, vendors, and users must pay attention
to user training a...
Published:
2005-10-22
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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 customer service issues:
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 pundits have been debating whether the configuration software deserves to be a CRM module on its own, it is certainly
a part of the much broader CRM class of products, which typically includes front-office applications for sales force automation
(SFA), marketing automation, and field service/call c (...)
Excerpt related to
crm customer service issues:
While pundits have been debating whether the configuration software deserves to be a CRM module on its own, it is certainly
a part of the much bro...
Published:
2002-11-08
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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 issues:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious...
Published:
2007-12-07
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Abstract:
TEC recently reviewed Maximizer Enterprise 8. Tailored to the latest Internet technology, the offering is aggressively priced.
Rich functionality is offered in a three-module structure that continues to compete in the demanding "best fit," customer
relationship management, small and medium enterprise mar (...)
Excerpt related to
crm customer service issues:
TEC recently reviewed Maximizer Enterprise 8. Tailored to the latest Internet technology, the offering is aggressively priced.
Rich functionality ...
Published:
2004-09-23
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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 customer service issues:
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:
Creating specific CRM strategies means developing measurable goals and calculating your ROI to achieve them. These in addition
to a technical framework, sales and marketing strategies, including Internet strategies, and customer satisfaction metrics
will create a smooth running CRM machine in your compan (...)
Excerpt related to
crm customer service issues:
Creating specific CRM strategies means developing measurable goals and calculating your ROI to achieve them. These in addition
to a technical fram...
Published:
2005-02-17
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Abstract:
A customer relationship management (CRM) system's potential can be lost if the chief executive officer (CEO) doesn't play
a continuous role in its implementation—especially when it comes to pain management, the operational relevance of CRM, and
potential impediments. (...)
Excerpt related to
crm customer service issues:
A customer relationship management (CRM) system's potential can be lost if the chief executive officer (CEO) doesn't
play a continuous role in its...
Published:
2006-11-24