March 2006

• March 30, 2006 30 Mar'06

  SAP BI, analytics push won't squeeze out Cognos, other vendors

  Cognos' updated NetWeaver certification and integrated business intelligence platform help it stand out from the competition among third-party vendors vying for SAP customers.  Continue Reading

• March 30, 2006 30 Mar'06

  Voices of CRM: Microsoft's Brad Wilson on on-demand CRM

  In our inaugural podcast, we talk with Brad Wilson, general manager of CRM at Microsoft, about his take on the market, hosted CRM, the news from Convergence and "the next killer app in CRM."  Continue Reading

• March 29, 2006 29 Mar'06

  Volt takes control in Microsoft CRM deployment

  Getting CRM done right often means depending on consultants, but one firm learned it doesn't mean they have to run the whole show.  Continue Reading

• March 27, 2006 27 Mar'06

  Microsoft CRM offers relief after rough week

  After a week of getting pummeled for product release delays, Microsoft is hoping Dynamics CRM can change the story.  Continue Reading

• March 24, 2006 24 Mar'06

  Speech analytics: Invest now or wait?

  Contact center speech analytics are catching on. Industry expert Donna Fluss of DMG Consulting predicts a 120% growth rate for this burgeoning market in 2006.  Continue Reading

• March 22, 2006 22 Mar'06

  Hybrid CRM deployments trickle in

  Despite the benefits cited by analysts and vendors alike, companies deploying both on-demand and on-premise CRM are few and far between.  Continue Reading

• March 21, 2006 21 Mar'06

  CRM service providers found lacking, Forrester offers selection advice

  A recent survey found that many firms would not recommend their professional CRM service providers. Forrester offers tips on how to find the right partner.  Continue Reading

• March 20, 2006 20 Mar'06

  Why is the utility industry standard for first call resolution less than three days?

  Call center expert Donna Fluss explains the utility industry standard for first call resolution.  Continue Reading

• March 16, 2006 16 Mar'06

  Call center agent grouping best practices

  Call center expert Lori Bocklund shares industry agent grouping best practices.  Continue Reading

• March 15, 2006 15 Mar'06

  Customer segmentation, profitability reap ROI for United Pipe

  A Portland supply company found that its biggest customer was costing it money and now its sales force is focused on margins over revenue.  Continue Reading

• March 14, 2006 14 Mar'06

  Microsoft CRM conquers the enterprise

  With deals that number over 500 seats Microsoft CRM is making its move into the enterprise.  Continue Reading

• March 14, 2006 14 Mar'06

  Blue Cross makes healthy call with speech-enabled IVR

  The Northeastern Pennsylvania unit has managed to deflect routine customer calls to automated responses and free agents up for more complicated questions. The technology is also improving agent performance and call analysis.  Continue Reading

• March 13, 2006 13 Mar'06

  NetSuite CRM goes vertical

  The hosted ERP and CRM vendor has released its first industry-specific application developed for software companies.  Continue Reading

• March 07, 2006 07 Mar'06

  Six questions to help build customer loyalty

  Want to increase customer loyalty? Start by answering these 6 questions...  Continue Reading

• March 02, 2006 02 Mar'06

  Marketing suites miss the mark

  Forrester ranked the top marketing automation vendors but found that none have a comprehensive platform.  Continue Reading

• March 01, 2006 01 Mar'06

  Is IBM the real winner in the CRM SaaS wars?

  Through partnerships with the top on-demand CRM providers, IBM is clearly positioning itself to take advantage of SaaS popularity.  Continue Reading