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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 customer service management:
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:
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 management:
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:
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 management:
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:
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 management:
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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Excerpt related to
crm customer service management:
... Yet, many service businesses still provide nothing more than lip service
to customer satisfaction and customer relationship management (CRM).
...
Published:
2010-04-01
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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 management:
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:
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 management:
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 management:
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:
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 management:
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:
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 management:
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:
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 management:
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:
Developing the competitive edge involves information gathering and communicating. Using a continuous feedback loop that incorporates
sales, service, and customer satisfaction, will help you realize the benefits of a CRM system. (...)
Excerpt related to
crm customer service management:
Developing the competitive edge involves information gathering and communicating. Using a continuous feedback loop that incorporates
sales, servic...
Published:
2005-02-16
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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 customer service management:
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:
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 customer service management:
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:
Product Lifecycle Management (PLM) addresses the full lifecycle of a product. The focus of most of the current PLM solutions,
however, does not make the most of the value available from servicing products after they have been sold. Service Lifecycle
Management (SLM) promises valuable business benefits (...)
Excerpt related to
crm customer service management:
... of the same goals of CRM, including increased customer revenue and
improved customer satisfaction ... revenue opportunities, decreasing internal service
costs, and ...
Published:
2003-06-11
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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 management:
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
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Abstract:
The dot-com revolution has left few impressions as significant as the hosted software phenomenon. In fact, its success has
caused many organizations with reservations about hosted solutions to think twice. So what exactly are its advantages and
disadvantages? (...)
Excerpt related to
crm customer service management:
The dot-com revolution has left few impressions as significant as the hosted software phenomenon. In fact, its success has
caused many organizatio...
Published:
2006-07-07
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Abstract:
Despite technological advances, users are dissatisfied with customer relationship management (CRM) systems. Ambiguous terms
do not provide the vocabulary for concrete action and measurable expectations. Thus, CRM is perceived to be about intangibles,
and is approached with a let's-hope–for-the-best men (...)
Excerpt related to
crm customer service management:
Despite technological advances, users are dissatisfied with customer relationship management (CRM) systems. Ambiguous terms
do not provide the voc...
Published:
2008-09-29
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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 customer service management:
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:
Next generation networks may eventually allow us to interact with the world in a way compatible with how we live. This would
have the greatest impact on our ability to add value to the people we do business with. (...)
Excerpt related to
crm customer service management:
Next generation networks may eventually allow us to interact with the world in a way compatible with how we live. This would
have the greatest imp...
Published:
2006-10-24