CRM strategy and implementation
- March 07, 2005
Advances in areas like emotion detection and word spotting could cause a spending surge in call center quality management technology.
- March 03, 2005
Two recent announcements focus on providing CRM capabilities for services companies.
- February 25, 2005
Summary: Hosted CRM, once considered far-fetched, is now a viable and hot technology. And according to a recent Gartner report, by 2009 hosted CRM is poised to grow 33%.
- February 22, 2005
The CEOs of NetSuite, RightNow and Salesforce.com and the head of on-demand CRM for Siebel offer their view of the future of hosted CRM and how their approaches differ from one another.
- February 10, 2005
Microsoft will be late with its CRM upgrade but it says the delay wasn't its idea.
- February 09, 2005
Gaining a customer's trust can have long-term impact on your bottom line
- February 02, 2005
Choosing between sales and service to begin your CRM initiative can be a tricky problem. The first step is some internal analysis.
- January 12, 2005
The regional telco has extended SalesLogix across its operation support system to unify customer views.
- January 10, 2005
A hot trend four years ago, voice of the customer departments are appearing once again, as firms look for someone to represent the customer within the enterprise.
- January 04, 2005
Companies are breaking down the traditional silos of sales, service and marketing to mine their call center data across the enterprise.
- December 30, 2004
Another year is just about in the books. So, it's a time for another trip down CRM memory lane and a look at 2004's biggest stories of the year. Here's how our editors ranked 'em.
- December 30, 2004
Performance management is more than just monitoring employees or technology -- it's about a culture of "continuous improvement."
- December 08, 2004
Retention strategies are easy to embrace but difficult to implement. There are some key steps to follow.
- December 01, 2004
Data consolidation is moving slowly despite the clear benefits. A successful project requires three main ingredients -- a CEO mandate, enterprise-wide commitment and an investment of time and money.
- November 20, 2004
A majority of PeopleSoft's shareholders met Oracle's Friday deadline to tender their shares. The long-running battle now hinges on the "poison pill" provision.