CRM strategy and implementation

  • May 12, 2004 12 May'04

    Kana joins the hosted parade

    The customer service vendor is now letting customers host its suite. It's also offering the option of perpetual or subscription-based licensing.

  • May 07, 2004 07 May'04

    Siebel customers care more about TCO than CEO

    Tom Siebel is giving up the chief executive's job, but many of his customers don't care who steers the ship as long as the company delivers on its software promise.

  • May 04, 2004 04 May'04

    Onyx beefs up its contact center app

    The company's latest release features process automation and intelligent scripting, highlighting the business process and workflow capabilities that are starting to flood the CRM landscape.

  • April 30, 2004 30 Apr'04

    Siebel Speaker Series: 'Build heritage' challenges vertical success

    Siebel Systems Inc. got out of the vertical gate early, releasing its first industry-specific software in 1998. Today, the San Mateo, Calif.-based CRM vendor has software for 23 industries -- covering everyone from financial services and ...

  • April 07, 2004 07 Apr'04

    SLA guarantees: More reassurance than insurance

    NetSuite is the latest hosted CRM provider to put its money where its service levels are. Still, some question whether the guarantees mean all that much to customers.

  • March 22, 2004 22 Mar'04

    Onyx rolls out 5.0

    Onyx is making an ambitious play for enterprise customers with its latest CRM offering. The company will need every one of the product's new features to challenge the dominance of the big CRM players, one analyst says.

  • March 22, 2004 22 Mar'04

    PeopleSoft widens vertical appeal

    Three new markets are getting their own iterations of PeopleSoft CRM applications.

  • March 16, 2004 16 Mar'04

    Outsourced call centers: Is money the only motivator?

    There are savings associated with call center outsourcing, but will your business end up with unhappy customers with an outsourced call center?

  • March 16, 2004 16 Mar'04

    CRM planning: Don't end up with celery Jell-O

    With CRM, hindsight truly is 20/20, because there's nothing worse than wishing you had known then what you know now.

  • March 04, 2004 04 Mar'04

    The envelope please -- ISM picks CRM software standouts

    In a week when Hollywood honored its top movies, a consultancy has released its annual list of the best in CRM software.

  • February 27, 2004 27 Feb'04

    New momentum? Midmarket players try to get back their groove

    After some struggles in 2003, Onyx and Pivotal are looking for fresh starts.

  • February 25, 2004 25 Feb'04

    Smart CRM focuses on the numbers

    Is your CRM project paying dividends? A major takeaway from this month's conference is the need to quantify CRM success.

  • February 23, 2004 23 Feb'04

    PeopleSoft proxy mailing urges investors to reject Oracle

    PeopleSoft has fired off a letter to shareholders that makes its case for remaining an independent company.

  • February 19, 2004 19 Feb'04

    'F' word still dominates CRM thoughts

    No matter how hard it tries to take it off, the CRM industry continues to wear a scarlet "F" for failure.

  • February 16, 2004 16 Feb'04

    The privacy fallacy

    Protecting customer privacy eats up costs, right? Actually, one consultant argues that, if you do it right, it might actually make you money.