CRM strategy and implementation

  • March 22, 2007 22 Mar'07

    Pressure for metrics mounts on marketers

    The CMO Council outlines the top 10 technology spending priorities for marketers as they face increasing pressure to justify spending.

  • March 21, 2007 21 Mar'07

    Voices of CRM: Users give CRM tips

    Three attendees at Microsoft Convergence -- a marketing executive, a customer service manager and a systems manager -- share advice on implementing CRM.

  • March 15, 2007 15 Mar'07

    Microsoft gives first glimpse of SaaS CRM

    Microsoft unveiled some of the new features in its forthcoming Titan release, which includes a multi-tenant on-demand application.

  • March 14, 2007 14 Mar'07

    Microsoft to buy TellMe's speech technology

    Microsoft continues to push into the speech applications market with the acquisition of TellMe and its services.

  • March 14, 2007 14 Mar'07

    CRM metrics mean success for Microsoft user

    A CRM user attending Microsoft Convergence brought service and marketing metrics from his old job to ensure CRM success at his new one.

  • February 14, 2007 14 Feb'07

    Microsoft adds analytics to CRM

    Microsoft is now offering a free analytics package for CRM based on BI technology from SQL Server, Business Scorecard Manager and Excel.

  • January 30, 2007 30 Jan'07

    Voices of CRM audio downloads

    Three attendees at Microsoft Convergence -- a marketing executive, a customer service manager and a systems manager -- share advice on implementing CRM.

  • January 05, 2007 05 Jan'07

    Contact centers: Goodbye costs, hello profits

    Within five to 10 years, contact centers will become one of the most important revenue generating departments in most enterprises. Some enterprises have begun to try to figure out how to improve their customer experience while keeping costs down. ...

  • January 03, 2007 03 Jan'07

    CRM success relies on managing a project post-implementation

    CRM managers need to monitor and steer a CRM project after the implementation to ensure success, according to Gartner.

  • December 14, 2006 14 Dec'06

    CRM's top 10 stories of 2006

    CRM is set to soar…again. VoIP, SaaS and a battle for market share between Oracle and SAP made the news interesting in 2006.

  • December 13, 2006 13 Dec'06

    IP moves beyond cost savings in contact center

    IP-enabled contact centers are moving beyond cost-cutting measures and are poised to build real customer value.

  • November 21, 2006 21 Nov'06

    Amidst CRM consolidation, vertical applications shine

    Siebel dominates many of the vertical CRM markets, but some companies are selecting best-of-breed software even as they're being swallowed up by the major vendors.

  • November 14, 2006 14 Nov'06

    CRM market to grow steadily, Forrester study says

    The market for CRM will reach nearly $11 billion by 2010, but users will be focused on getting value out of their existing applications, a Forrester Research study shows.

  • November 02, 2006 02 Nov'06

    Call center leadership drives service for Canada's digital highway

    The 407 Express Toll Route (ETR) highway in Canada woos drivers with its absence of toll booths and collectors. The company developed leaders in the call center to help improve customer service.

  • October 26, 2006 26 Oct'06

    NetSuite flexes its customization muscles with SuiteFlex

    NetSuite has added Java-based customization tools that allow partners to build microvertcials on top of NetSuite's core applications, an answer to's Apex.