CRM strategy and implementation

  • July 23, 2004 23 Jul'04

    Brown strikes gold with new customer game plan

    Measuring customer satisfaction and increasing collaboration between sales and marketing helped shipping giant UPS transform itself from a one-trick pony.

  • July 21, 2004 21 Jul'04

    Buyer beware: Hosted SFA has its pitfalls

    Inexpensive and easy, that's the draw of hosted SFA. Yet, organizations that go hosted shouldn't take their CRM responsibilities lightly.

  • July 15, 2004 15 Jul'04

    Online chat just as effective as the phone

    A new survey bolsters some long-held assumptions about customer service and also offers some new insight into consumer preferences.

  • July 06, 2004 06 Jul'04

    What's the secret behind Viagra's rewards program?

    Peppers & Rogers analyzes Pfizer's new Viagra customer rewards program, a prime example of focused consumer programs using direct marketing channels.

  • June 25, 2004 25 Jun'04

    Fortune 100 sites ranked in customer respect

    Learn which of the nation's largest companies earned the respect of their online customers, and which are positively pitiful.

  • June 23, 2004 23 Jun'04

    At long last, goes public

    After a delay, debuted on the New York Stock Exchange this morning. The move is expected to bolster the hosted model and investment in high tech.

  • June 22, 2004 22 Jun'04

    Hosted providers shake things up a bit

    NetSuite is severing some ties to Oracle, and Siebel is making a small change to its hosted vertical offerings.

  • June 21, 2004 21 Jun'04

    Turning around sales

    Some companies have struck revenue gold with sales effectiveness projects. But experts warn that common pitfalls doom many initiatives to failure.

  • June 10, 2004 10 Jun'04

    Training tool boosts CRM, ERP use

    PeopleSoft is adding to its User Productivity Kit, but one analyst says the offering only solves part of the training problem.

  • June 03, 2004 03 Jun'04

    In a merger, don't forget your customers

    Companies may want to steal a page from banking giant Wachovia. It discovered that a commitment to customers was essential to ensure a successful transition.

  • May 28, 2004 28 May'04

    Prescription for subscriptions is good

    Software will increasingly be purchased on a subscription basis, according to a new report.

  • May 27, 2004 27 May'04

    Brief: Co-browsing comes to CRM suite

    Among the enhancements in the new version of Talisma's software is a feature that lets service staff take over customers' computers to guide them through online processes.

  • May 26, 2004 26 May'04

    Brief: NetSuite bolsters its ERP offering

    New NetSuite features include special order enhancements, lot number tracking and advanced billing.

  • May 26, 2004 26 May'04

    Siebel exec turns page to CRM's 'second chapter'

    In a keynote at CeBIT, executive vice president David Schmaier defined the four areas that Siebel thinks will dominate the next phase of CRM.

  • May 18, 2004 18 May'04

    New PeopleSoft release spotlights segmentation

    Version 8.9 is just about ready to roll out. It promises to make it easier to segment customers and build marketing plans around those designations.