CRM strategy and implementation

  • February 12, 2003 12 Feb'03

    CRM customers: Help us leap integration hurdles

    New research shows that CRM adopters are most concerned about integrating their software with legacy apps.

  • February 05, 2003 05 Feb'03

    ISM: CRM naysayers have it all wrong

    Each year, noted consultancy ISM generates an industry-wide buzz around its market forecasts. This year, it gave an early look at its annual guide.

  • January 13, 2003 13 Jan'03

    Harte-Hanks bites off bigger chunk of retail CRM

    Known primarily as a direct marketing specialist, Harte-Hanks is out with a new suite designed to expand its CRM offerings for retailers. Analysts say the market is ripe for growth.

  • December 19, 2002 19 Dec'02

    Will Microsoft's CRM delay mean a better product?

    An analyst and an integrator weigh in on what the postponement of Microsoft's CRM software means for those who plan to use the applications.

  • December 16, 2002 16 Dec'02

    e-CRM exec assesses e-tailers' successes, missteps

    The most wonderful time of the year is likely also the busiest for online CRM vendor Art Technology Group (ATG). Not only does the company have a new CEO, former Digital Equipment Corp. exec Robert Burke, but this week it will also ship ATG 6 with ...

  • December 12, 2002 12 Dec'02

    Research finds CRM failure rate lower than widely reported

    Painting a brighter picture than many other reports, new research finds that one in three CRM projects don't produce desired returns. One of the report's authors calls the failures "self-inflicted" and highly preventable.

  • December 10, 2002 10 Dec'02

    Banking behemoth aims for mom-and-pop feel

    Peppers & Rogers found that Bank of America's use of retention software helped it steal a page from its smaller competitors -- and the customer churn numbers prove it.

  • December 09, 2002 09 Dec'02

    PeopleSoft 8.8 to be more usable, easier to integrate

    PeopleSoft will ship the latest iteration of its flagship CRM suite later this month. The company promises new connectors to SAP and Oracle software, analytics improvements and features designed to make the user experience easier.

  • November 22, 2002 22 Nov'02

    CRM horror stories: Obstacles plague Owens Corning, Perseus Development

    Two companies share tales of CRM woe in hopes that others don't make the same mistakes. Owens Corning's problems came when projects kept getting derailed and Perseus Development had to rebound from a bad integration decision.

  • November 22, 2002 22 Nov'02

    CRM Steps to Success series's Steps to Success series takes a phased approach to achieving a successful CRM implementation.

  • November 19, 2002 19 Nov'02

    Airforce keeps reps on the go in the know

    Two businesses using's new real-time connectivity product say that it's enabled their small sales forces to stay on the road and still access the latest customer information.

  • November 07, 2002 07 Nov'02

    PeopleSoft tries to bring Vantive users on board

    Three years after the acquisition, the time is nearing when PeopleSoft stops supporting Vantive CRM software.

  • November 06, 2002 06 Nov'02

    Study: Manufacturers are fed up with CRM overruns

    CRM is missing the mark with manufacturing companies.

  • October 28, 2002 28 Oct'02

    Honeywell Aerospace trains a new breed of sales force on CRM

    Since Honeywell Aerospace is made up of many divisions the company has had to invest heavily in data sharing and customer-centric software. Peppers & Rogers found that employee training played a key role its success.

  • October 28, 2002 28 Oct'02

    What went wrong with CRM?

    Two primary reasons that so many CRM projects fail are poor data quality and lack of proper system integration.