News

CRM strategy and implementation

  • July 12, 2005 12 Jul'05

    Career path a hidden trail for call center agents

    New research finds that many call centers fail to offer agents a well-defined career path or flexible pay plans.

  • July 05, 2005 05 Jul'05

    Concerto merges with Aspect

    UPDATE: The two contact center vendors are combining into one private company in a $1 billion deal.

  • June 28, 2005 28 Jun'05

    Sage takes ACT to the Web

    Hosted CRM continues to be a priority for many CRM vendors including Sage Software, which unveiled its second hosted product this year.

  • June 28, 2005 28 Jun'05

    Voice being heard in CRM

    With an acquisition and eight new modules, RightNow is investing in voice applications in CRM.

  • June 21, 2005 21 Jun'05

    SAP lures top level managers from rivals

    Ramping up the software battle in the ERP market, SAP yesterday announced that it has hired senior level executives from Oracle Corp. and other rivals in recent months.

  • June 14, 2005 14 Jun'05

    CRM any way you want it

    Buy, rent, rent-to-own -- the options for CRM software pricing continue to expand. Still, buyers should keep their eye on the total cost of ownership.

  • June 07, 2005 07 Jun'05

    Differentiate a satisfied customer from a loyal one

    Diebold, a provider of ATMs and security systems, undertook a revamped loyalty program and turned loyalty into revenue.

  • May 31, 2005 31 May'05

    Making a big deal out of hosted CRM

    Salesforce.com's recent Merrill Lynch deal and two recent reports reveal a growing interest in hosted CRM on the part of enterprise businesses … but little loyalty.

  • May 11, 2005 11 May'05

    Can open source CRM deliver on its promise?

    With many CRM components becoming commoditized, open source vendors have their work cut out for them in providing a viable alternative, analysts suggest.

  • May 04, 2005 04 May'05

    Is hosted CRM enterprise ready?

    Hosted CRM vendors are playing up their big business credentials, but a recent Gartner report suggests otherwise.

  • May 02, 2005 02 May'05

    NetSuite adds to tool with CRM+

    With order management, partner management and Web analytics, the company is targeting larger customers.

  • April 18, 2005 18 Apr'05

    Salesnet eyes bigger prize

    While hosted CRM has long been attractive to SMBs, Salesnet and its new CEO are focusing on the enterprise market and using integration to help get them there.

  • March 09, 2005 09 Mar'05

    Report: Half of data warehouse projects to fail

    With 50% of data warehousing projects expected to fail over the next three years, companies need to keep bad data from getting into their systems.

  • March 07, 2005 07 Mar'05

    Speech analytics to take off in 2005

    Advances in areas like emotion detection and word spotting could cause a spending surge in call center quality management technology.

  • March 03, 2005 03 Mar'05

    Doing CRM a service

    Two recent announcements focus on providing CRM capabilities for services companies.

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