-
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
customer service companies crm:
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
customer service companies crm:
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
customer service companies crm:
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:
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
customer service companies crm:
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
customer service companies crm:
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:
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
customer service companies crm:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initi...
Published:
2009-09-04
-
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
customer service companies crm:
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:
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
customer service companies crm:
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 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
customer service companies crm:
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:
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
customer service companies crm:
Despite the logic behind combining customer relationship management (CRM) and business intelligence (BI) elements, the implementation
of marketing...
Published:
2005-08-17
-
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
customer service companies crm:
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:
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
customer service companies crm:
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
customer service companies crm:
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:
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
customer service companies crm:
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:
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
customer service companies crm:
As the market shifts from sophisticated enterprise CRM implementations to the more competitive and overcrowded mid-market-large
enterprise vendors...
Published:
2003-06-26
-
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
customer service companies crm:
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
-
Abstract:
There are two ways to build enterprise application solutions: link together disparate, best-of-breed solutions, in which
vendors embrace open architectures and inter-application messaging protocols, or find a one-stop-shop with all the software,
functionality, and interoperability one could ever ask for. (...)
Excerpt related to
customer service companies crm:
There are two ways to build enterprise application solutions: link together disparate, best-of-breed solutions, in which vendors
embrace open arch...
Published:
2001-11-22
-
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
customer service companies crm:
Developing the competitive edge involves information gathering and communicating. Using a continuous feedback loop that incorporates
sales, servic...
Published:
2005-02-16
-
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
customer service companies crm:
Interelate, a customer intelligence ASP, recently announced partnerships with infrastructure service provider LoudCloud and
CRM analytics vendor E...
Published:
2000-09-15
-
Abstract:
While most of its applications co-opetitors have been licking their wounds and bracing for a long summer drought, fat cash
cushioned Microsoft has been putting together the pieces of its CRM (and likely the overall enterprise applications) strategy
mosaic (...)
Excerpt related to
customer service companies crm:
While most of its applications co-opetitors have been licking their wounds and bracing for a long summer drought, fat cash
cushioned Microsoft has...
Published:
2002-08-15