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Abstract:
Customer relationship management (CRM) is rapidly morphing from a customer management model to one of customer engagement.
Social networks, podcasts, blogs, and wikis are enabling customers to become advocates, and not simply the targets they were
in the traditional CRM process. The same techniques are a (...)
Excerpt related to
traditional customer relationship management:
Customer relationship management (CRM) is rapidly morphing from a customer management model to one of customer engagement.
Social networks, podcas...
Published:
2007-09-19
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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
traditional customer relationship 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:
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
traditional customer relationship 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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Abstract:
The business ecosystem has shifted focus from corporation to customer, and the location of value has changed with it. Where
value had historically been located in products and services, it is now located in the value produced by the customer. (...)
Excerpt related to
traditional customer relationship management:
The business ecosystem has shifted focus from corporation to customer, and the location of value has changed with it. Where
value had historically...
Published:
2006-09-21
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Abstract:
The business ecosystem has shifted focus from corporation to customer, and the location of value has changed with it. Where
value had historically been located in products and services, it is now located in the value produced by the customer. (...)
Excerpt related to
traditional customer relationship management:
The business ecosystem has shifted focus from corporation to customer, and the location of value has changed with it. Where
value had historically...
Published:
2006-09-21
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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
traditional customer relationship 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:
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
traditional customer relationship 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:
Mid-sized companies have the agility of small businesses, and are resource-rich enough to handle CRM implementation. However,
without comprehensive planning, attainable objectives, metrics, and check points mid-sized companies will not realize success
and full potential from their CRM system. (...)
Excerpt related to
traditional customer relationship management:
Mid-sized companies have the agility of small businesses, and are resource-rich enough to handle CRM implementation. However,
without comprehensiv...
Published:
2005-02-14
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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
traditional customer relationship 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:
No company today can afford to ignore the value of its customers' natural social networking behavior. The advantages that
these social networks can bring to a company's customer relationship management platform are powerful tools that can ultimately
improve its products. (...)
Excerpt related to
traditional customer relationship management:
No company today can afford to ignore the value of its customers' natural social networking behavior. The advantages that
these social networks ca...
Published:
2007-05-28
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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
traditional customer relationship 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:
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
traditional customer relationship 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
-
Abstract:
No company today can afford to ignore the value of its customers' natural social networking behavior. The advantages that
these social networks can bring to a company's customer relationship management platform are powerful tools that can ultimately
improve its products. (...)
Excerpt related to
traditional customer relationship management:
No company today can afford to ignore the value of its customers' natural social networking behavior. The advantages that
these social networks ca...
Published:
2007-05-28
-
Abstract:
CRM system can increase your profits and build customer loyalty by streamlining your processes and provide better quality
products and services. However, you first must be prepared to overcome lack of requirements, combat scope creep, and compensate
for lack of skills. (...)
Excerpt related to
traditional customer relationship management:
CRM system can increase your profits and build customer loyalty by streamlining your processes and provide better quality
products and services. H...
Published:
2005-02-15
-
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
traditional customer relationship 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
-
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
traditional customer relationship 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:
CRM system can increase your profits and build customer loyalty by streamlining your processes and provide better quality
products and services. However, you first must be prepared to overcome lack of requirements, combat scope creep, and compensate
for lack of skills. (...)
Excerpt related to
traditional customer relationship management:
CRM system can increase your profits and build customer loyalty by streamlining your processes and provide better quality
products and services. H...
Published:
2005-02-15
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Abstract:
Changing business requirements have forced supply chain execution (SCE) vendors to expand via add-on modules. Seeing this
upward push from the SCE vendors, enterprise resource planning vendors are now pushing downward and including SCE modules
within their solutions. (...)
Excerpt related to
traditional customer relationship management:
Changing business requirements have forced supply chain execution (SCE) vendors to expand via add-on modules. Seeing this
upward push from the SCE...
Published:
2009-03-25
-
Excerpt related to
traditional customer relationship management:
... white paper entitled “Customer Relationship Management:
The Winning ... For their part, traditional machine-centric ... had human-centric
customer service processes ...
Published:
2010-02-10
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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
traditional customer relationship management:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initi...
Published:
2009-09-04