CRM strategy and implementation

  • February 25, 2005 25 Feb'05

    Hosted CRM: A crazy idea that's now realizing its promise

    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 22 Feb'05

    Pondering the future of hosted CRM

    The CEOs of NetSuite, RightNow and 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 10 Feb'05

    Microsoft delays next CRM release

    Microsoft will be late with its CRM upgrade but it says the delay wasn't its idea.

  • February 09, 2005 09 Feb'05

    Tying trust to customer value

    Gaining a customer's trust can have long-term impact on your bottom line

  • February 02, 2005 02 Feb'05

    CRM 101: Do you begin with sales or service?

    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 12 Jan'05

    Big River rolls its CRM across the company

    The regional telco has extended SalesLogix across its operation support system to unify customer views.

  • January 10, 2005 10 Jan'05

    Voice of the customer departments making a comeback

    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 04 Jan'05

    Pulling a call center 'Houdini'

    Companies are breaking down the traditional silos of sales, service and marketing to mine their call center data across the enterprise.

  • December 30, 2004 30 Dec'04

    Top CRM stories of 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 30 Dec'04

    The principles of performance management

    Performance management is more than just monitoring employees or technology -- it's about a culture of "continuous improvement."

  • December 08, 2004 08 Dec'04

    Seven steps to retaining more customers

    Retention strategies are easy to embrace but difficult to implement. There are some key steps to follow.

  • December 01, 2004 01 Dec'04

    Three requirements in a data consolidation project

    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 20 Nov'04

    PeopleSoft shareholders tender shares

    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.

  • November 10, 2004 10 Nov'04

    PeopleSoft board turns down 'final' Oracle offer

    PeopleSoft's board today rejected Oracle's final takeover offer. Oracle CEO Larry Ellison has now pinned his hopes on PeopleSoft shareholders.

  • November 09, 2004 09 Nov'04

    Do you get what you pay for with

    While it's been met with skepticism, has added 10,000 subscribers in its first year and some are finding value.