CRM strategy and implementation

  • 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.

  • 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.