CRM strategy and implementation

  • 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.

  • February 13, 2004 13 Feb'04

    Don't believe all of what you hear about CRM

    A consultant in charge of Peppers & Rogers' ROI practice said that CRM is working a lot better than many reports would have you believe.

  • February 12, 2004 12 Feb'04

    Peppers keynote: Get a piece of the ROC

    You may not be familiar with the term "return on customer" (ROC), but consultant Don Peppers kicked off the Smart CRM show by saying it's a key to maximizing your business.

  • February 11, 2004 11 Feb'04

    CRM -- it's a brand new ball game

    The sports world has only just begun to tackle CRM, but some teams and vendors are starting to gain ground.

  • February 06, 2004 06 Feb'04

    Get smart about CRM

    CRM executives looking for concrete tactics for steering their projects are likely to find them at week's Smart CRM conference in Atlanta.

  • February 03, 2004 03 Feb'04

    Forget the failures, IDC says CRM delivers

    Are reports of CRM failure a thing of the past? A new IDC study paints a far rosier picture of the software's success.

  • January 23, 2004 23 Jan'04

    Siebel Speaker Series: Surviving marketing's dark days

    Most marketers were more than happy to usher in the New Year. After all, in 2003, they struggled with corporate belt-tightening and legal crackdowns. In 2004, Siebel Systems Inc. will try to improve things with the second-quarter release of Siebel ...

  • January 22, 2004 22 Jan'04

    Five priorities for the contact center

    New technology options, a real push to outsource, and interesting ways to measure success are changing the game for contact center managers.

  • January 20, 2004 20 Jan'04

    Siebel to acquire hosted telephony firm

    Siebel plans to buy Ineto Services and incorporate its technology with its recently released CRM OnDemand offering.

  • January 14, 2004 14 Jan'04

    Software buyers beware: Read the fine print

    The possibility of your CRM software vendor being acquired requires you to take a long, hard look at protections in your licensing contract.

  • January 12, 2004 12 Jan'04

    Onyx CEO to step down

    A search is on for an executive to replace Brent Frei, who co-founded the midmarket CRM vendor.

  • January 08, 2004 08 Jan'04

    Analytics promise continuation of strong holiday online retail sales

    In an effort to maintain momentum of a strong online holiday shopping season, retailers turn to analytics, as well as customer service.

  • January 06, 2004 06 Jan'04

    Does Siebel's surge foretell a stronger CRM market?

    Some are wondering whether Siebel's rosier financial picture means good things for the entire CRM space in 2004.

  • December 15, 2003 15 Dec'03

    SalesLogix eases CRM, accounting integration

    A new SalesLogix integration tool gives SMBs the option of tying together the front and back office.