CRM strategy and implementation

  • October 26, 2006 26 Oct'06

    CRM analytics: Pitney Bowes shares the secrets of its success

    Pitney Bowes knows Siebel. It's been through multiple deployments. Its data warehouse chief gave some tips on deploying Siebel Analytics at OpenWorld.

  • October 12, 2006 12 Oct'06

    SaaS the latest challenge to IT

    IT managers are relinquishing more control with the arrival of Software as a Service, but mangers should get involved early, Gartner advises.

  • October 11, 2006 11 Oct'06

    Call centers grappling with data security

    Call center security issues are seeing plenty of headlines lately thanks to HP and outsourcing scandals in the U.K. Meanwhile, work-at-home agents are adding a new wrinkle.

  • October 04, 2006 04 Oct'06

    Open source CRM meets SaaS CRM

    While SugarCRM is releasing its commercial open source SugarExchange, is welcoming open source applications to AppExchange.

  • September 26, 2006 26 Sep'06

    The ROI of SaaS vs. on-premise CRM

    Determining whether to deploy on-premise or on-demand technology can be a difficult task, but recent findings from Forrester Research offer a method and provide a mixed result.

  • September 20, 2006 20 Sep'06

    Voices of CRM: Gartner's Scott Nelson on CRM strategy

    In this podcast, Scott Nelson shares his view on how the future of CRM will look different and how enterprises are returning to long-term CRM projects.

  • September 19, 2006 19 Sep'06

    Dell promises customer service turnaround

    After some tough quarters, executives at the company are pledging change, but that doesn't mean a new CEO.

  • September 06, 2006 06 Sep'06

    Fed up with IVR, firm answers all calls with humans

    The backlash against automated phone systems has been fierce, and one company has decided to do away with it altogether.

  • August 29, 2006 29 Aug'06

    Voices of CRM: Martha Rogers on Return on Customer and Customer Value

    In this podcast, Martha Rogers discusses Return on Customer, customer lifetime value and how successful organizations interact with customers.

  • August 24, 2006 24 Aug'06

    Best practices in managing customer data

    A survey by Aberdeen found that effective customer data management initiatives have executive endorsement, a centralized location and don't necessarily need master data management.

  • August 16, 2006 16 Aug'06

    CRM's glory years are back, report says

    CRM is on a growth path once again, and while SAP and Oracle are leading the market, on-demand applications are driving the investment, according to AMR.

  • August 15, 2006 15 Aug'06

    Oracle and SAP diverge on path to SOA

    The differing approach to service-oriented architecture (SOA) between SAP and Oracle highlights a problem faced by IT organizations across the globe.

  • August 09, 2006 09 Aug'06

    CRM consolidation leaves midmarket users wary

    A recent Gartner research note offers midmarket CRM customers some advice on how to navigate the shifting CRM landscape amidst market consolidation.

  • July 18, 2006 18 Jul'06

    Outsourced call centers maintain growth

    The market for North American contact center outsourcing is expected to continue down a steady growth path, according to recent research.

  • July 11, 2006 11 Jul'06

    Microsoft to go Live with on-demand CRM

    Microsoft will make its CRM product available on demand, company officials announced today.